Ask Again, Again, And Again Short Sale Classes
A strategy that is employed by children when they want something is to ask their parents for something, again, again, and again
. Children are natural negotiators, because they are not shy about asking, they do not take the initial negative response negatively, and they know that they may be able to win by using their persistence and energy to simply outlast their parents.
Obviously, we cannot use this strategy directly with the bank, as we may appear unprofessional to the bank representative, or just frustrate or anger an individual with whom we have as the same question repeatedly. However, we examine why children are successful with this approach, extract the wisdom of the child, and modify it for usage in our conversations with the lender.
You have the right to ask, the lender has the right to choose their response. During discussions with the lender, we sometimes are fearful of asking too many questions, of asking for too much, of receiving a negative response, of appearing to be incompetent. Remember that asking questions does promote collaboration, because the intent is to establish a higher level of understanding between the two parties. We see the meaning behind the phrase There are no stupid questions when viewed from the perspective of the person asking the question, who is simply attempting to gain a better understanding of the situation. Finally, by simply asking, youre better off than where you started. You either get what you want, or you get more information for the next discussion.
Instead of Can I do this? ask How can I do this? The first question invites a yes/no response, which typically results in the end of the conversation. The second question is an open-ended question that invites your bank representative to work with you and find a solution. Even if they do not have an answer, they always have the ability to ask a colleague with more seniority, or their manager for n potential solution. Encourage the discussion to go beyond the standard answer set, and look for opportunities to try new approaches or strategies. In the end, you may come up with a new solution that can be of benefit to you and the lender for future transactions.
Ask different people. Often, we make the assumption that the first answer we receive is the correct one, or the only one available. We forget that for each individual, they bring their unique experience and skills to the conversation. It is possible that we are speaking with a junior representative with a few weeks of experience, someone who has been transferred into the department to manage the huge workload, or even to a call center outside of the country because the lender has outsourced a portion of their loss mitigation departments. If we make the assumption that the answer we seek is contained somewhere within the entire workforce of the lender, our task is to then find out who has the answer. By calling multiple times, talking to multiple departments, talking to different individuals youve increased the chances of getting connected to someone with the answer you seek.
Stay calm and centered in spite of anything. Children, when asking the same question, start out by asking pleasantly, and when it comes to the 10th request, pouting screaming and yelling may surface. Adults have greater tolerance and patience with children who are learning how to ask for things, about manners, customs, courtesy, and politeness. However, adults have a lot less tolerance with other adults who lose their temper or respond with anger when they receive a negative response. Do your best to stay calm and centered no matter what answer you may receive. Even a negative answer can provide you valuable information for the discussion.
Look out for our future blogs/articles from our Short Sale Leadership Series content. view our blog updates, visit www.whbsolutions.com/blog.
by: Art Lee
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