Show Up . . . and LOOK the Part

One of my favorite colleagues shared this piece of advice for anyone within the service business.  Not only does this apply to real estate brokers, but the simple concept is applicable to anyone from a wealth manager to a fund raiser.  As we all clamor to showcase our individual tastes in an effort to differentiate from the competitors, there is a baseline of taste that transcends audiences of all types: know your audience.

First: Show Up

Former Tektronix Chairman Jerry Meyer once noted as we waited for others to arrive for a meeting that promptly started at 9 a.m after hearing a plethora of excuses via cell phones, "We're here."  Simply said, punctuality is the first cardinal rule of engagement.

The deeper meaning - especially relevant in a world where hybrid work environments continue to remain popular in a post-pandemic reality - is that there is so much we learn from an immersive work experience where people interact in person.  This can also be said for clients, as there is so much to gain from subtle cues like gestures and body language that can't be replicated on a Zoom platform.  Of course there are times when these types of meetings are necessary, but the true client advocate will opt to meet face to face as it is as much a benefit to the client as it is to the vendor.

Second: LOOK (and act) the Part

While it is impossible to clone the dynastic presence of Aerin Lauder who presents as a timeless ambassador of the brand promise of Estee, an image reflecting the type of work is of crucial importance to curate in navigating the complexities of clients of any type.

I recently had an experience with a director-level individual who was seeking information about a platform that I had created years before.  I arrived early, the individual arrived late;  I came dressed for a business coffee, the individual showed up in jeans and tennis shoes; I studied the current trajectory of the institution which we were discussing, the individual came with no questions that forced me to lead dialogue not knowing if I had adequately given answers.  At the end of the meeting, I sent a follow-up email with a link I had promised and some additional information.

A week has passed by today, and: 1) no written thank you note for my time, 2) no email acknowledgment of the link I had sent, and 3) based on the experience, would YOU take another meeting or provide context for this individual in the future?  Probably not.

Hopefully new leaders of tomorrow are being prepared by business coaches or mentors for the realities of working in a space where a modicum of sophistication separates the good from bad actors in any business scenario.  Clients may dress as they please, but as a vendor or someone making a request we must always present the best view as is appropriate for everyone and especially for a well-informed demographic.