The Integrity of Discounting

The Integrity of Discounting

In the name of increasing sales and selling product, is it ethical or moral to have one client pay $3,000 more, for the same product or service, than another client?


This discussion is likely to ruffle some feathers, as the sanctity of sales and discounts are what drive many customers’ buying decisions. After all, if you can save $100 on a TV during a Black Friday sale, or get two packs of socks for the price of one, why not?  Right?mega

And in a retail setting where these sales are well advertised and the dates for the promotional period are established, meaning everyone knows the game, the argument of ethics becomes less of a concern. But what about the situation that routinely takes place in different service industries…for example, real estate?

I have witnessed it too many times to count.  A real estate agent, and maybe he’s a good guy, meets with Client A on Monday.  He sits down in their home, explains his services, then quotes to the homeowner a fee to sell their home. Maybe it’s 6%. Then, just hours later, he sits down with Client B, presents the same spiel, the same set of services, but this time he quotes a fee of 5%.

I ask you, what’s wrong with this picture? What changed in the few hours between when he met with Client A and when he met with Client B?

If both homes are in the $300K range, does it seem right that Client A is asked to pay $3,000 more for the same set of services than Client B?

If I were Client A, I would be pissed.  Why was Client B, just hours after me given a $3,000 discount that I did not receive, nor was I offered?  Did I miss the advertised sale somewhere?  Did I overlook the dates for the promotional period to save $3,000?

As a parent, it is universally known that if you favor one child over the other, you will be setting yourself up for disaster.  Yet in the business world, in industries like mine, real estate, I see it everyday.  Agents are giving preferential treatment or discounts on service-fees to one client and not another, because by discounting his services, he believes he’s more likely to win that client’s business.

Sorry, but I simply can’t get onboard with that.

I read an article the other day on the business Tuft & Needle—a mattress company out of Arizona. The title was, “The Hidden Costs of Discounting.” Long story short, this was the position of the company’s founders.

“Last week, our marketing team gathered for its weekly meeting. Among the topics of discussion were designs for new billboards, potential partnerships with radio hosts, and plans outlining new initiatives beginning in 2016. What the team didn’t discuss was what discounts or special prices we might offer on Cyber Monday.

At Tuft & Needle, we’ve decided against having a promotion on Cyber Monday. In fact, we don’t discount any day of the year. In the mattress industry, there are sales almost every day of the week, especially around the holidays. “Lowest Prices of the Season Sale” or “Black Friday Door-busters,” you’ve seen them all.  Most mattress retailers report an outsized amount of sales occurring during these promotional periods.

Before I explain why we’ve decided against it, let’s dive deep into what promotions and discounts really are.

The idea behind a discount, on the surface, is rather simple. Something that previously cost $500 is now on sale for $400. The consumer has saved $100 over what they would have paid. Promotions exist to create a perception that customers are saving money.

Why do companies charge different prices to different customers? It’s based on the idea that the customer that paid $400 wouldn’t have purchased if they had to pay $500. This is all based on the theory that a customer who thinks they are getting a deal is more likely to buy.”

They continued, “Fairness: Tuft & Needle was started when our co-founders shared a similar, but awful experience. They were pressured into overpaying for a mattress they weren’t excited about. A lot of that pressure was due to the “over-whelming discounts” that were available.

From this experienceno-discounts, a decision was made to offer fair and transparent pricing. We decided that the best pricing strategy was actually rather simple: Every customer should pay the same price for the same products.

When customers pay different prices for the same product, one group of people is subsidizing the discounts for another.

At T&N, if we were to offer discounts, it would be for the sole purpose of increasing sales. For the record, we’d love to increase sales, but adhering to the core values of our brand takes the highest priority.”

After reading those paragraphs, there were three convictions that resonated with me: Fairness, Transparency, and this statement, “Adhering to the core values of our brand take the highest priority.”  If one doesn’t share these beliefs, how could they possibly have integrity?

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I CAN’T TAKE IT ANYMORE! Agents brag about getting clients “multiple offers” – higher sales price. A superior result, though? That’s what we call “Normal.”

Being that I’m in real estate, maybe I’m hypersensitive to what is taking place on Facebook. But if you’re a “friend” of any real estate agent on Facebook, every other day it seems one is bragging about how they have secured multiple offers for their client. You see this too, in the NFL, when a rookie scores his first touchdown. They behave, as if they are they’re Neil Armstrong — first man to walk on the moon. The helmet comes off, he pounds his chest, and points at the crowd, as if to say, “Look at me.” Meanwhile, the true professional, an Emmet Smith or Jerry Rice, who are no strangers to the end zone, having been there over 150 times, kindly hand the ball to the ref and go about their business — scoring more touchdowns, helping their team win.

The rookie, what has he done? Drawn an unsportsmanlike penalty, putting his own ego and self-interest before the priorities of the team. I’m sorry, but I abhor self-promotion. And when I see my peers on Facebook, celebrating like rookies, I simply think…

“Friend, a superior result, that’s what we call “normal.”

Ryan Williams, host of The Influencer Economy on iTunes, puts it this way. “We’re in an era where people are taking credit for stuff they’re supposed to do. People are bragging about stuff that a normal person just does.” So please, to all my real estate peers, along with putting a kibosh to the end zone celebrations, please stop professing how honest you are too.  And how much integrity you have.  Real estate is a cesspool for The Unethicals.  I’ll give you that.  We all know it.  But no man or woman gets brownie points for being a person of integrity.  Honesty.  Morals.  Ethics.  Doing the right thing.  These are character traits normal people are supposed to have.

I was reading a book the other day, I Want to Quit Winners, by Harold S. Smith.  In it he writes, “I will not ever to try persuade or attempt to persuade you that I am honest.  You must judge for yourself. This is one of my idiosyncrasies, of which at present writing, I have a bundle.  For example, while I have a good private secretary, I write my most important letters myself on a hunt and peck typewriter.  I never sign them “Sincerely,” that is redundant.  Why else would I take the time to write? By the same token, I never profess to honesty.  Either it shows or it doesn’t.”  Much more can be revealed about character through actions anyhow.  Talk alone has little meaning.  The people who say “trust me” the most, or “I’m an honest man or woman,” most often turn out to be the con-men.  Just look at politics – they all claim to be honest and have integrity.

Besides.

Just because multiple offers are secured on a property, it’s no guarantee that maximum profit was had for the client.  Do you know how many times I’ve witnessed agents botch the handling of a multiple offer situation?  Let me put it this way, Frankenstein has fewer scars.

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Superior Customer Service is Not a Lost Art: Take Jim and the umbrella man for example….

I was pushing the cart and Sean was beside me taking the local free magazine out of the rack. We walked outside of the grocery store and stopped. It was raining. NOT the regular kind of summer shower – it was really raining.

If you have ever been to Florida in the summer, you know what I mean. This is the type of rain that is coming down in bucketfuls! The sound is almost deafening as the rain hits the ground. The rain smashes the ground with such force that it splashes back up – puddles form instantly. Wiper blades are on full blast.

The lightening ripples across the sky. The thunder clap follows. It’s so loud you can feel it in your chest. The storm is right on top of us.

Storms like this can produce over 5 inches of rain in a matter of an hour. It comes down that hard and fast.

We are standing under the overhang of the store, looking at each other, wondering what to do. It was sunny when we went inside the grocery store, so we didn’t think to bring our umbrella in. The storm just came up on us that quickly.

Sean, always the gentleman, offered to make a run for it.

We both knew that even if he ran the fastest 50 yard dash in history, he would be soaking wet from head to toe by the time he reached our car. He hunched over and leaned forward, ready to run.

All of a sudden he stood up straight. Someone was tapping him on the shoulder. It was an employee from the store. He was wearing a bright yellow rain poncho and holding a huge green umbrella with the store’s name, Publix, embroidered on it. “No need to run out into the rain and get wet”, he said. “I’ll walk with you to your car.” Sean looked surprised, but relieved he wouldn’t have to face the rain. Sean thanked him and they took off into the storm leaving me with the cart.

As I watched them walk to the car, I was thinking how great the customer service is at Publix. Everyone who works here is always happy and so helpful. And now, walking Sean to his car under an umbrella, this was above and beyond. I’m thinking, “I love shopping here”.

I stood there lost in thought when another employee walked up to me. He also had a bright yellow rain poncho on, but he did not have an umbrella. Instead he was holding a plate of cookies from the bakery. He smiled at me and said, “Ma’am – would you like a cookie while you wait for your car?” And he offered me the plate.

I was pretty surprised to say the least. I was just thinking about the great customer service and how they go above and beyond and now this. I took a cookie, thanked Jim, his name on his name tag, and he walked on to the next customer that was waiting for their car to be brought to the overhang. Jim was the icing on the cake. I had already decided I love shopping at Publix because of their customer service and then Jim sweetened the deal, literally!

This is superior customer service.

Sean pulls up to the curb with the car and the man with the umbrella shows up again, holds it over Sean so he does not get wet while loading the groceries into the trunk. Then he walks Sean to his door, comes back around the car and holds the umbrella over my head so I can get into the passenger side.  

This is superior customer service.

We drive away. We are dry, except Sean’s feet, and feeling pretty good. I never really thought much about why I always shop at

Publix. It’s just that I never considered going anywhere else. I know it has good customer service, but it became clear that day, that their customer service always go above and beyond our expectations. Like the time the cashier helped me unload my cart onto the conveyor belt. Like how they always bag your groceries. How they always offer you a sample at the deli counter. How if you ask where something is, they don’t tell you, they walk you right to the item. I could go on and on. They have great customer service in all the details of a shopping trip, but then when a “storm” comes, they go above and beyond even your wildest expectations.

It’s the same kind of customer service that we try to give our customers every day. We always try to give great customer service in all the details of listing your home Like how we give our book “The Warren Buffett Approach to sell Real Estate” to all our home sellers for free. Like how we pay for our stager to go to our seller’s homes to make sure their home is in tip top showing condition. How we pay for a professional photographer for the best pictures to attract buyers from the internet. How we hire a company to professionally handle all the showings of your home. How we personally oversee the marketing and positioning of your home.

We try to provide the same great customer service for all our buyers. Like how we sit down with them and explain the process so there are no surprises along the way. Like how we help them schedule appointments with lenders to get them pre-approved. How we take an inventory of their needs and wants to get the best idea of what home will best suit them. How we provide them with home inspectors, insurance inspectors and insurance agents, so they are prepared when they find one they love. How we preview homes and take videos of us walking through the home for our absentee buyers.

And, if a “storm” happens to come along in the process, that’s when we really try to go above and beyond our customers wildest expectations.

Take Mike and Nancy Novak, for example. A couple from the outskirts of Pittsburgh, Pennsylvania. They were buyers that were referred to us through another one of our clients. They were here for a week and we looked at several homes, but we could not find one that met all their criteria. We knew exactly what they were looking for: a condo, in a certain geographical area, with a garage, that would allow a large dog and in their price range. Now that is a pretty easy home to find, until you include the part about the large dog. But they love their dog, just like we love our dogs. So we knew how important it was to find them a large dog friendly place.

Several weeks after they left, a home came on the market meeting all their criteria.

We sent them pictures of the home and previewed it for them. We advised them they should make an offer because the list price was low and that particular development was very desirable. It was going to sell fast. Sure enough, there were multiple offers. They made the best offer and it was accepted. They hadn’t even seen the home.

Now comes the “storm.” It was a foreclosure and it was in pretty bad shape. Mike and Nancy were nervous to say the least. They were about to take on a huge project from a thousand miles away.

They flew down to Fort Myers a few days later. We took them to see the home. They loved the area and they saw great potential in their newly purchased condo. They were extremely nervous and concerned because they didn’t know any one down here, and the thought of trying to find reliable contractors to transform their new condo, while they were living a thousand miles away was stressful.

We knew these were concerns, so we had a little surprise for them. We had arranged for contractors to meet them at the house the next day. We found the contractor, electrician, tile guy, kitchen lady and granite company. We had arranged meetings with all of them in the next couple of days. By the end of the week, Nancy and Mike had a game plan together and knew what their costs were going to be for the project. They flew home that weekend with one worry gone, but another bigger worry still lingering. How were they going to manage this project?

Well the project is almost finished, and Mike and Nancy can tell you they had nothing to worry about. We have been there for them every step of the way. We found them the tile they wanted at our local Home Depot, oversaw the demolition of the interior, coordinated the painting with the tile work with the installment of the kitchen. And when a problem came up with the kitchen, we ran over to the condo to make sure the issue was taken care of. We checked on the contractor to see if they were meeting their deadlines. We checked on all the details of the rehab and will continue to do so until the very end. It is coming along beautifully and they couldn’t be happier! Making our customers happy is what it is all about.

Superior Customer Service.

In the words of Mike and Nancy,”You guys have gone above and beyond. We can’t thank you enough for all you’ve done.”

We have always believed in superior customer service. Going above and beyond for our customers is an every day event. It’s the little daily things that can be done to provide great customer service, like loading the groceries onto the belt, or giving away our free book. And in stormy weather giving a cookie, or shopping for tile can deliver the superior customer service our clients deserve.

 

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Four Stories To Higher Profit – from your home sale and, anything else you sell in life.

There is a website on the Internet that I believe is the best website in the world. Would you like to know which it is? I’ll reveal that website in a moment but first, let me share with you several stories that recently impacted me.

The first comes from a book, written by Carmine Gallo.

“Meet Aimee Mullins, she has 12 pairs of legs. Like most people she was born with two, but unlike most people Mullins had to have both legs amputated below the knee due to a medical condition. Mullins has lived with no lower legs since her first birthday.

Mullins grew up in a middle class family in the middle-class town of Allentown, Pennsylvania, yet her achievements are far from ordinary. Mullins doctors suggested that an early amputation would give her the best chance to have a reasonable amount of mobility. As a child Mullins had no input into that decision, but as she grew up she refused to see herself as or to accept the label most people gave her—“disabled.” Instead, she decided that prosthetic limbs would give her superpowers that others could only dream of.

Mullins redefines what it means to be disabled. As she told comedian and talk show host Stephen Colbert, many actresses have more prosthetic material in their breasts than she does in her whole body, “and we don’t call half of Hollywood disabled.”

Mullins tapped her superpower—her prosthetic limbs—to run track for an NCAA Division One program at Georgetown University. She broke three world records in track and field at the 1996 Paralympics, became a fashion model and an actress, and landed a spot on People magazine’s annual list of the 50 Most Beautiful people.

When Mullins told her story to the world, “The opportunity of Adversity,” just as I have told you her story here, it was quickly viewed nearly 1.5 million times.

To listen to Aimmee’s incredible story in it’s entirety go to:

 

 

Let me tell you another story. This is story that I both witnessed and read about. In his book, Gallo introduced me to Cameron Russell.  In a presentation, Russell tells the audience, “Looks aren’t everything.” Cliché? Yes, if it had been delivered by anyone else. Russell, however, is a successful fashion model. Within thirty seconds of taking the stage Russell changed her outfit. She covered her revealing, tight-fitting black dress with a wraparound skirt, replaced her eight-inch heels with plain shoes, and pulled a turtleneck sweater over her head.

“So why did I do that?” She asked the audience. “Image is powerful, but also image is superficial. I just totally transformed what you thought of me in six seconds.”

When Russell told her story, the full version, not just the intro as I have shared with you here, it was quickly viewed more than 6.5 million times.

Let me tell you another story. This one about Magic Johnson but more specifically, his business partner, Ken Lombard. Ken and Magic were scheduled to meet with Peter Gruber who, at the time, was the CEO of Sony pictures. Upon meeting Gruber in his office, the first thing Lombard said was, “Close your eyes. We’re going to tell you a story about a foreign country.” Gruber thought it a little “unorthodox,” but he shut his eyes and went along with it. Lombard continued, “This is a land with a strong customer base, great location, and qualified investors. You know how to build theaters in Europe, Asia, and South America. You know how to invest in foreign countries that have different languages, different cultures, different problems. What you do, Peter, is you find a partner in the country who speaks the language, knows the culture, and handles the local problems. Right?” Gruber nodded in agreement as his eyes remained shut. “Well, what if I told you a promised land exists that already speaks English, craves movies, has plenty of available real estate, and no competition? … This promised land is about six miles from here.”

Lombard and Johnson were pitching Gruber on building movie theaters in underserved urban communities, but knew Gruber would not be interested if he knew from the start that this was their idea.

Lombard knew, first, he’d have to create a desire for Gruber to own such a location. For this, he needed to tell the above story. He’d need to take Gruber on a journey, so he could see, and imagine, before he judged and ruled out.

Through the power of storytelling, Lombard and Johnson cast themselves as the heroes of the narrative who would help Gruber navigate the waters to reach the promised land. It worked! In the first four weeks of opening, the first Magic Johnson Theater was one of the top five highest-grossing theaters in the Sony chain.

Now, before I wrap this up and reveal to you what I believe is the world’s greatest website, let me tell you one last story.

Meet Rob Walker and Joshua Glenn. They founded the site SignificantObjects.com, a website dedicated to the power of story. Significant Objects was a social and anthropological experience devised by Rob and Glenn. The two researchers started with a hypothesis: a writer can invent a story about an object, investing in the object with subjective significance that would raise its objective value. In other words, they could buy crap, tell a compelling story about that crap, and because of the romanticism of the story, create a desire for the object to sell it for far more than they purchased it for. They curated objects from thrift stores and garage sales. The objects would cost no more than a buck or two. The second phase of the experiment saw a writer create a short, fictional story about the object. In the third step, the object was auctioned off on eBay.

The researchers purchased $128.74 worth of objects. The thrift-store “junk” sold for 2,700 percent. For example, a fake banana cost 25 cents and sold on eBay for $76 after the story was added. An old motel key cost $2 and sold for $45.01, after a story was told about the object to make it “significant”—hence the name of the site, Significant Objects.

Through the experiment the researchers concluded, “Stories are such a powerful driver of emotional value that their effect on any given object’s subjective value can actually be measured objectively. Or simply put, “When someone likes a story about an object—or your home, if its on the market and you’re selling it—that emotional connection is expressed by the buyer in his willingness to pay a higher sales price. This of course, earns the seller of the object a greater profit for what object whatever that object is being sold.

“So why tell you these stories?” Because each one of these stories reveals a secret that we use when working with real estate clients to realize higher bottom-line profits. If you want to turn adversity into opportunity, for example, you craft a story. Every home has its flaws; there is no perfect home. But through the power of story, as Aimee Mullins demonstrated, how those flaws are seen and viewed to the outside world can be changed. The thesaurus definition for the word disabled is: broken-down, confined, decrepit, handicapped, helpless, hurt, incapable, laid-up, lame, maimed, out-of-action, paralyzed, powerless, weakened, worn-out, wounded, wrecked. But as Aimee Mullins exemplifies, even with no lower legs, none of these “definitions” are true. She believes her prosthetic limbs are her superpowers and give her options.

Longer prosthetic to make her taller for balls and black tie events, spring-loaded prosthetic legs for running at incredible speeds, shorter prosthetic for every day… she has options we do not. And while I can’t ever imagine wanting to trade my lower legs for no lower legs, through the power of hearing Aimee’s story, I wouldn’t now fear it. With every adversity there is opportunity. The Power of Story helps real estate clients to see that same truth, when looking at or selling a “flawed” home. We can turn it into a positive…

If you want transform the look of your home, as Cameron Russell revealed, image is only surface deep. In the same way Russell completely transformed her image within 30 seconds of taking the stage, we, through a process called “Scientific Staging”, can transform the image of a client’s home. In her full presentation Russell talks about, in preparation for a photo shoot, of having a team of hair and make-up stylists, photographers, fashion coordinators, people to help her pose, etc., all working to tell a story through her newly created image. And, in real estate maximum profit works in exactly the same manner. Through the creation of a new imagine, we’re able to tell a home’s story. And, from Rob and Joshua’s research at Significant Objects, on the power of story, we know this is a path to higher profit.

The reality is, we all love stories.  They have the power to entertain us, suck us into a message, and help us envision the impossible, even change our minds about deeply held beliefs—as Lombard proved to Gruber about building theaters in urban areas. This is why I spend so much time on TED.com, listening to and studying stories. Sure, I enjoy them, but also, for my clients, my job is to tell them effectively.

Their profit, and the speed of their home sale, depends on it.

If you love great stories, and stories that really make you think, I believe the site TED.com is the best website in the world. If you search Mullins and Russell, you will find their full presentations along with others.

I guess my point is—never forget—the story you tell about your home, in more ways than you can imagine, has impact on your bottom-line profit. So don’t shortcut this step and be certain that no agent you may hire to help you, shortcuts this step either.

For a more in-depth discussion on this topic, go to: www.YourFreeBookforCharitycom. There you can request a FREE copy of our book “The Warren Buffett Approach To Sell Real Estate: How to protect yourself from Real Estate Greed & bank an extra $30K in profit by taking a Value-Driven Approach.

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