{"id":19561,"date":"2013-07-12T15:45:57","date_gmt":"2013-07-12T19:45:57","guid":{"rendered":"http:\/\/www.paginiromanesti.ca\/?p=19561"},"modified":"2013-07-12T15:45:57","modified_gmt":"2013-07-12T19:45:57","slug":"infidelitatea-clientilor","status":"publish","type":"post","link":"https:\/\/paginiromanesti.ca\/2013\/07\/12\/infidelitatea-clientilor\/","title":{"rendered":"Infidelitatea clien\u0163ilor?"},"content":{"rendered":"<p><a href=\"https:\/\/paginiromanesti.ca\/wp-content\/uploads\/2013\/07\/chestionar-clienti.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-medium wp-image-19562\" alt=\"chestionar clienti\" src=\"http:\/\/www.paginiromanesti.ca\/wp-content\/uploads\/2013\/07\/chestionar-clienti-300x200.jpg\" width=\"300\" height=\"200\" title=\"\" srcset=\"https:\/\/paginiromanesti.ca\/wp-content\/uploads\/2013\/07\/chestionar-clienti-300x200.jpg 300w, https:\/\/paginiromanesti.ca\/wp-content\/uploads\/2013\/07\/chestionar-clienti.jpg 400w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a>Zilele trecute, am avut oca\u00adzia s\u0103 discut cu un coleg ita\u00adlian, curtier imobiliar cu mare experien\u0163\u0103, despre situa\u0163ia imobiliar\u0103 din regiunea Montr\u00e9al. Colegul meu a remarcat c\u0103 principala problem\u0103 cu care ne confrunt\u0103m, \u00een afar\u0103 de faptul c\u0103 num\u0103rul de tranzac\u0163ii a sc\u0103zut semnificativ \u00een ultimul an, este problema \u201cinfide\u00adlit\u0103\u0163ii clien\u0163ilor\u201d. \u201cLucrezi cu un client o lun\u0103, dou\u0103, trei sau mai mult, vizitezi zeci de case, scrii dou\u0103-trei oferte \u015fi, \u00een final, clientul res\u00adpectiv se decide brusc s\u0103 cumpere o proprietate f\u0103r\u0103 s\u0103 folo\u00adseasc\u0103 serviciile tale.\u201d Evident, colegul meu era foarte deza\u00adm\u0103git \u015fi spunea c\u0103 \u201cnu mai po\u0163i avea \u00eencredere \u00een oameni, \u00een zilele noastre. Clien\u0163ii nu spun adev\u0103rul, au planuri ascunse, lucreaz\u0103 cu mai mul\u0163i agen\u0163i deodat\u0103\u201d.<\/p>\n<p>\u00cent\u00e2mpl\u0103tor sau nu, cu vreo lun\u0103 \u015fi jum\u0103tate \u00een urm\u0103, am avut ocazia s\u0103 constat cum se v\u0103d lucrurile \u015fi din cealalt\u0103 tab\u0103r\u0103. Eram cu un client de origine asiatic\u0103, care \u00ee\u015fi vindea casa \u015fi urma s\u0103 ne \u00eent\u00e2lnim cu cump\u0103r\u0103torul \u015fi agentul s\u0103u, la biroul acestuia din urm\u0103, \u00een vederea negocierii unei oferte. C\u00e2nd am oprit ma\u015fina \u00een fa\u0163a biroului, clientul meu a refuzat pur \u015fi simplu s\u0103 intre \u00een incinta respectivei agen\u0163ii. Motivul? To\u0163i agen\u0163ii de la acea companie \u00eel sunaser\u0103 f\u0103r\u0103 \u00eencetare s\u0103 \u00ee\u015fi ofere serviciile \u015fi omul era s\u0103tul de ei p\u00e2n\u0103 peste cap. A trebuit s\u0103 particip singur la discu\u00adtarea ofertei, iar din c\u00e2nd \u00een c\u00e2nd s\u0103 ies s\u0103 mai schimb informa\u0163ii cu clientul meu, r\u0103mas \u00een ma\u015fin\u0103.<\/p>\n<p>Cine are, deci, dreptate? Clientul, speriat de agen\u0163ii agresivi, sau agentul, dezam\u0103git de clien\u0163ii infideli? Partea trist\u0103 este c\u0103 acel coleg italian al meu este un om onest, serios, foarte bun \u00een munca sa. Cu siguran\u0163\u0103 c\u0103 nu merit\u0103 s\u0103 aib\u0103 parte de clien\u0163i infideli. Dar aici este ascuns un mare adev\u0103r al marketingului. Reputa\u0163ia profesiei precede reputa\u0163ia individual\u0103. \u00cenainte de a deschide gura, clien\u0163ii te judec\u0103 \u00een baza percep\u0163iei gene\u00adrale pe care o au despre profesia respectiv\u0103.<\/p>\n<p>De ce majoritatea celor care \u00ee\u015fi cump\u0103r\u0103 ma\u015fini prefer\u0103 s\u0103 vizi\u00adteze curtea dealerului s\u00e2mb\u0103ta sau duminica? De ce prefer\u0103m s\u0103 ne uit\u0103m dup\u0103 electronice la Best Buy sau Apple Store, \u00een loc de Future Shop? De ce prosper\u0103 \u201cduproprio\u201d \u00een domeniul imobiliar? Pentru c\u0103 nu ne place s\u0103 fim agresa\u0163i, prefer\u0103m s\u0103 evit\u0103m contactul prematur cu un v\u00e2nz\u0103tor pe care nu \u00eel cunoa\u015ftem \u015fi \u00een care nu avem \u00eencredere din start. Respectivul reprezentant de v\u00e2nz\u0103ri poate fi un om extraordinar. Dar publi\u00adcul \u00ee\u015fi formeaz\u0103 opinii \u00een func\u0163ie de experien\u0163ele precedente \u015fi, din p\u0103cate, \u00een domeniul v\u00e2nz\u0103rilor de produse sau servicii, destul de frecvent experien\u0163ele precedente nu sunt prea fericite. Presiune, manipulare, minciuni. Nu e de mirare c\u0103 publicul se fere\u015fte \u00een mod instinctiv de cei din domeniul v\u00e2nz\u0103rilor.<\/p>\n<p>Oamenilor nu le pas\u0103 c\u00e2t de multe \u015ftii tu, p\u00e2n\u0103 nu simt c\u00e2t de mult \u00ee\u0163i pas\u0103 de ei. Dac\u0103 un client are impresia c\u0103 tot ce urm\u0103\u00adre\u015fti este s\u0103 faci o tranzac\u0163ie c\u00e2t mai ra\u00adpid, \u00ee\u015fi pierde \u00eencrederea: nu conteaz\u0103 c\u00e2t de multe \u015ftii sau c\u00e2t\u0103 experien\u0163\u0103 ai. Prin urmare, nu e de mirare c\u0103 exist\u0103 clien\u0163i \u201cinfideli\u201d.<\/p>\n<p>Cum se poate sparge acest zid al ne\u00eencrederii? E datoria profesionistului s\u0103 refac\u0103 puntea, \u00een primul r\u00e2nd prin informarea complet\u0103 a clientului, spun\u00e2nd tot ade\u00adv\u0103rul, chiar dac\u0103 acest lucru nu conduce la realizarea tranzac\u0163iei. Dar asta o pot face numai cei c\u0103rora le pas\u0103 cu adev\u0103rat de clien\u0163ii lor.<\/p>\n<p>\u015ei aici ajungem la miezul problemei. De cine ne pas\u0103 cu adev\u0103rat? Pe cine vreau s\u0103 scutesc de su\u00adferin\u0163\u0103 sau de o experien\u0163\u0103 nepl\u0103cut\u0103? Pe un necu\u00adnoscut de pe strad\u0103? Nu! \u00cemi pas\u0103 de cei care sunt ca mine, care au suferit acelea\u015fi lipsuri ca mine, care au fost supu\u015fi acelora\u015fi umilin\u0163e ca mine, care au aceia\u015fi du\u015fmani ca mine. De exemplu, \u00een cazul meu, ca emigrant din Europa de Est, am \u00eencredere \u00een cineva care \u015ftie ce a \u00eensemnat comunismul, lipsurile economice, lipsa de libertate de exprimare. Cineva care \u015ftie ce \u00eenseamn\u0103 s\u0103 \u00ee\u0163i p\u0103r\u0103se\u015fti \u0163ara, s\u0103 renun\u0163i la profesia ta, s\u0103 lucrezi ce se nimere\u015fte, ca s\u0103 po\u0163i s\u0103 oferi copiilor t\u0103i un viitor. Cineva care are acelea\u015fi valori morale ca \u015fi mine. Abia atunci pot l\u0103sa garda jos \u015fi devin \u00eencrez\u0103tor c\u0103 pot colabora cu cel\u0103lalt. Dac\u0103 te \u015ftii apreciat \u015fi \u00een\u0163eles, dac\u0103 sim\u0163i c\u0103 e\u015fti de aceea\u015fi parte a baricadei cu el, nu mai tr\u0103ie\u015fti cu frica de a fi p\u0103c\u0103lit, fie c\u0103 e\u015fti furnizorul de servicii, fie c\u0103 e\u015fti clientul. \u00centr-o rela\u0163ie de \u00eencredere nu exist\u0103 \u201cclient infidel\u201d \u015fi, desigur, nici v\u00e2nz\u0103tor agresiv.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Zilele trecute, am avut oca\u00adzia s\u0103 discut cu un coleg ita\u00adlian, curtier imobiliar cu mare experien\u0163\u0103, despre situa\u0163ia imobiliar\u0103 din regiunea Montr\u00e9al. Colegul meu a remarcat c\u0103 principala problem\u0103 cu care ne confrunt\u0103m, \u00een afar\u0103 de faptul c\u0103 num\u0103rul de tranzac\u0163ii a sc\u0103zut semnificativ \u00een ultimul an, este problema \u201cinfide\u00adlit\u0103\u0163ii clien\u0163ilor\u201d. \u201cLucrezi cu un client [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[415],"tags":[],"jetpack_publicize_connections":[],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"","jetpack_shortlink":"https:\/\/wp.me\/p9PoWe-55v","_links":{"self":[{"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/posts\/19561"}],"collection":[{"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/comments?post=19561"}],"version-history":[{"count":0,"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/posts\/19561\/revisions"}],"wp:attachment":[{"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/media?parent=19561"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/categories?post=19561"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/paginiromanesti.ca\/wp-json\/wp\/v2\/tags?post=19561"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}