The Latest Information on Coronavirus for Realtors in Florida

The Latest Information on Coronavirus for Realtors in Florida

Florida Realtors is monitoring everything regarding how the COVID-19 pandemic is affecting the real estate industry and Realtors and sharing it here.

Latest news

Our news team is keeping up with developments that affect Realtors and the real estate industry. Please make sure you’re subscribed to our Daily News newsletter for the latest information right in your inbox (Login required.). You can also click here to see all our top news articles.

  • NEW! FHFA Extends Foreclosure and Eviction Bans to June 30. Homeowners with mortgages held by Fannie Mae or Freddie Mac cannot be evicted through June 30, nor can renters in buildings acquired by the lending giants. Read more

  • NEW! Foreclosure Ban Extended to June – Eviction Ban Unchanged. Pres. Biden signed an Executive Order extending forbearances and banning foreclosures until June 30. However, he did not change to the eviction ban ending March 31.  Read more

  • The COVID-19 relief bill signed into law in late December 2020 provides unemployment benefits for independent contractors. Florida Realtors and the National Association of Realtors are still sorting through provisions of the $2.3 trillion relief package. Here’s what we know so far. Read more

  • Foreclosures on FHA-insured loans. Single-family homeowners with FHA-insured mortgages have an additional two months of protection from foreclosure action until February 28, 2021. The moratorium prohibits servicers from initiating or proceeding with foreclosure and foreclosure-related eviction actions. Read more

  • In-person showing safety guidelines: Florida Realtors has issued updated safety guidelines for Realtors, including a printable poster to use during Open Houses.  
Property showing rules poster
PRINTABLE POSTER: PROPERTY SHOWING SAFETY RULES
Print out this poster of safety guidelines for in-person showings and display on doors and around the property you’re showing.
 

Click the sections below to expand for more information.

Transactions & keeping your business going
  • FORM: COVID-19 extension addendum to contract: Florida Realtors released a new contract extension addendum that allows for time periods and dates to be extended as a result of the COVID-19 pandemic.
  • FORM: COVID-19 and contract performance: The COVID-19 pandemic is certainly unprecedented, but is it considered, legally speaking, an “act of God”? Here’s a look at how a court may rule on real estate disputes that arise from transactions during this time. The white paper can also be downloaded as a PDF here.
  • FORM: COVID-19 in-person access acknowledgment form: In an effort to be responsive to the members’ demands for a form addressing the risk of entering properties, Florida Realtors has released the new COVID-19/Coronavirus In-Person Access Acknowledgement on Form Simplicity. We have prepared these frequently asked questions to guide you in its usage.
  • COVID-19 Legal Hotline FAQs: Florida Realtors attorneys share answers to the top coronavirus questions they are fielding from Realtors across the state. Read them here. 
  • Office reopening guide for brokers: Florida Realtors has prepared a guide so when real estate brokers ready to open their offices to employees and customers can do so safely.
  • Remote notaries: On Jan. 1, authorization for remote notarizations became law, meaning buyers and sellers no longer have to be in the same room. Here’s what you need to know.
  • Open houses: All Realtors are encouraged to follow NAR’s guidance regarding Open Houses found here.
  • CDC business safety strategies: The Centers for Disease Control and Prevention has released guidance for businesses and employers here.
  • NAR guides for Realtors and Realtor Associations: The National Association of Realtors has posted a guide for Realtors in relation to COVID-19 and a guide for Realtor Associations in relation to COVID-19.
  • Travel guidance: Here is specific information from the CDC regarding travel.

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    CDC will extend national eviction ban through June 30

    CDC will extend national eviction ban through June 30

    • The CDC will keep its national moratorium on evictions in effect through June 30.
    • The protection was slated to expire in just a few days.
    Tenant rights activists hold a demonstration outside the home of New York State Senator Brian Kavanagh to protest what they claim to be inadequate legislative relief for renters during the COVID-19 pandemic and to call for the cancellation of rent, Februa
    Tenant rights activists hold a demonstration outside the home of New York State Senator Brian Kavanagh to protest what they claim to be inadequate legislative relief for renters during the COVID-19 pandemic and to call for the cancellation of rent, February 28, 2021 in the East Village neighborhood of New York City.
    Andrew Lichtenstein | Corbis News | Getty Images

    The Centers for Disease Control and Prevention has extended the national ban on evictions through the end of June.

    “The COVID-19 pandemic has presented a historic threat to the nation’s public health,” CDC director Dr. Rochelle Walensky said in a statement. “Keeping people in their homes and out of crowded or congregate settings — like homeless shelters — by preventing evictions is a key step in helping to stop the spread of COVID-19.”

     

    The eviction ban was scheduled to expire in two days, and advocates warned of a spike in evictions without an extension.

    Around 20% of adult renters said they didn’t pay last month’s rent, according to a survey published in March by the Census Bureau. Closer to 33% of Black renters reported the same.

    Likely informing the health agency’s decision to extend the ban for three months is the fact that mass evictions could undermine the country’s attempts to get the coronavirus pandemic under control. That’s because many displaced people double up with family members or friends or are forced to turn to crowded shelters.

    During the pandemic, 43 states and the District of Columbia temporarily prohibited evictions, some for as little as 10 weeks. Researchers found that allowing evictions to continue in these states caused as many as 433,700 excess cases of Covid-19 and 10,700 additional deaths in the U.S. between March and September, when the CDC ban went into effect nationwide.

     

    “When you’re looking at an infectious disease like Covid-19, evictions can have an impact not only on the health of evicted families, but also on the health of the broader community,” said Kathryn Leifheit, one of the study’s authors and a postdoctoral fellow at the UCLA Fielding School of Public Health.

     

     
     

    At least two federal judges have questioned the CDC’s power to ban evictions. And property owners have criticized the policy and say landlords can’t afford to continue housing people for free.

    “Short-term policies like eviction moratoria leave renters accruing insurmountable debt and jeopardize the ability for rental housing providers to provide safe, affordable housing,” said Bob Pinnegar, president of the National Apartment Association.

    Housing experts said that it wouldn’t have made sense to allow the eviction ban to expire before rental assistance goes out to people. Congress has now allocated more than $45 billion in aid for renters, but it could take a few months for the money to be disbursed.

    The CDC’s eviction ban applies to individuals who earn less than $99,000 a year and couples who make under $198,000. To qualify, renters also have to attest on a declaration to their landlord that they’re unable to afford their rent and that being evicted could result in them doubling up with others or becoming homeless.

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    My Metric for Success? Happiness

    My Metric for Success? Happiness

    John Lennon said: “When I was 5 years old, my mother always told me that happiness was the key to life. When I went to school, they asked me what I wanted to be when I grew up. I wrote down ‘happy’. They told me I didn’t understand the assignment, and I told them they didn’t understand life.” I find this sentiment to be so incredibly powerful and true.

    Too many people measure how successful they are by how much money they make or the people that they associate with. In my opinion, true success should be measured by how happy you are.

    You might find it odd to learn that some of the toughest times of my life correspond with moments where I have made a lot of money. I will never forget the sorrow I felt when we sold Virgin Records. I ran down Ladbroke Grove in London with tears streaming down my face. We had to sell – just as we’d signed Janet Jackson and the Rolling Stones – so that we could keep Virgin Atlantic afloat. In that moment, despite having a cheque for a billion dollars in my pocket, I felt like very sad. When you build something from scratch and have a wonderful time learning, growing and laughing with the people that have helped you turn that business into something extraordinary, no amount of money can make you feel happy about selling. However, this money can be used to fund exciting new projects, and grow your brand further – something I wrote about in the aftermath of Virgin America’s deal with Alaska Airlines.

    It’s a common misconception that money is every entrepreneur’s metric for success. It’s not, and nor should it be. I’ve never gone into business to make money. Every Virgin product and service has been made into a reality to make a positive difference in people’s lives. And by focusing on the happiness of our customers, we have been able to build a successful group of companies. The simple fact is, if you do good and have fun, the money will come.

    Likewise, I’ve never felt successful because of my encounters with famous faces and names. While I’m incredibly grateful that I get to meet fascinating people and change makers, there’s nowhere that I feel more content or special then when I’m with my family. My family are my greatest achievement. When they are happy, I am happy, and that make me feel so successful.

    I know I’m fortunate to live an extraordinary life – I’ve been knighted, met the most extraordinary people, and attended the most amazing events – but there’s never been a point in my career in which I’ve felt I’ve “made it”.  I’ve never thought as work as work and play as play – to me, it’s all living and learning. The way I see it, life is all about striving and growing. I never want to have made it, I want to continue making it!

    One of the things that makes me most happy is being able to give back, which is why we started our not-for-profit foundation, Virgin Unite, to support the next generation of entrepreneurs and create real lasting change in the world. It’s also why my wife Joan and I joined Bill Gates and Warren Buffet’s Giving Pledge, to dedicate the majority of our wealth to good causes.

    Happiness isn’t just how I measure my success; it’s also the key to it. Most people would assume my business success, and the wealth that comes with it, have brought me happiness. But I know I am successful, wealthy and connected because I am happy. I wholeheartedly believe that happiness should be everyone’s goal.

    Life’s too short to waste your time doing things that don’t light your fire. If you don’t enjoy what you’re doing, or aren’t having a lot of fun – despite the fact that you’re making a lot of money or rubbing shoulders with the rich and famous – then it’s time to move on to the something that does make you happy.

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    Seven Marketing Myths that Devastate Business

    Seven Marketing Myths that Devastate Business

    What marketing myths have you “learned” or are you being fed? Marketing has its own dogma – outdated beliefs and mumble jumble all intended to protect self-declared marketing mandarins. Marketing should be helping you get your key messages out – so you can grow, sell more and win more business.

    What should marketing do for you? Help you sell more. Period! Don’t get fooled by the self anointed marketing gurus who try to sell you blood letting marketing mythology.

    Watch out for sacred marketing rules that only seem to protect the marketing mystic without helping you grow your business. Beware of the marketing bureaucrats who seem to be missing the point of marketing. Depending on what business you are in, marketing must help you sell – product, service, membership, investment, participation, and/or support.

    You can get past the myths of marketing. You must get past the myths if you want to out-market your competition.

    Where do you start busting marketing myths? Study these seven marketing myths. Understand them and grasp it as bane against those marketing zombies and business blood suckers.

    Business killing marketing traps myths you must avoid.


    1. The “talent” trap
    The myth is that you should hire “talented” people.

    The reality is that you should never rely on talent. It runs hot and cold. It subjects you to the whims of prima donnas. Instead – build your business by following systems.


    2. The “build a better mousetrap” fallacy
    The myth is that you should build a better mousetrap – then wait for the crowd to arrive.

    This is an old myth. The reality is that you need to market. The difference between the financial failure of Van Gogh and the success of Picasso was marketing.


    3. The “find a need and fill it” myth
    The myth is that you should find a “need” and fill it.

    This myth is still taught by many business schools. The reality is that people don’t buy what they need. They buy what they want. Your marketing challenge is to make your customers want what you sell or to sell what they want.


    4. Myths about the media
    Too many business owners believe that the media hates business.

    That is not true. The media is a business. The media will help you if you help them. What they need is information and stories. Your marketing challenge is to convey your stories to the media in a way that they find interesting and worth repeating.


    5. The myth about “how to be number one”
    It is surprising that whenever I ask this question of business owners many answer, “Deliver the best product or service.”

    The reality: To become number one, create your niche. Your marketing challenge is to find and claim your unique niche.


    6. The fallacy about value
    Value is not what your engineers create or your accountants can measure.

    There are two elements to total value – real value and perceived value. Your marketing challenge is to maximize the value you deliver from both elements. Be very clear on the importance of perceived value to your clients and the growth of your business.


    7. The “lucky break” myth
    Stop hoping for the lucky break.

    Success is never the result of the lucky break. I learned this lesson from the hundreds of entrepreneurs and CEOs that I have worked with and interviewed over the past decade.

    The reality is that success results from following good systems. Even an imperfect system is better than none. This is especially true of your marketing.

    The above might be the most dangerous marketing myths that you must be aware of, and prepared to avoid.

    The Greek and Norse Myths make for wonderful fantasy. But if you base your marketing on myths – your business will soon be a forgotten fantasy.

    Author:


    © George Torok is the co-author of Secrets of Power Marketing. Get your free copy of “50 Power Marketing Ideas” at http://www.PowerMarketing.ca George Torok works with business owners to give them an unfair advantage over the competition. He helps you unlevel the playing field. Arrange for George Torok to work with you by calling 905-335-1997 or visit http://www.Torok.com

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    15 Customer Service Psychology Tips to Master. Let’s Go!

    15 Customer Service Psychology Tips to Master. Let’s Go!

    Customer service is much more than a purchase and an exchange of pleasantries. What makes or breaks a relationship is customer service psychology at play there.

    When you understand the psychology is when you achieve customer satisfaction.

    Your goal is for every customer to leave your place of business, feeling positive about the service they receive. But, no matter how hard you try, there are still times when this is not the case.

    If you don’t have the right information, it makes providing excellent customer support and service even more difficult to do.

    You want to create positive customer experiences rather than having most days feeling too much like an emotional roller coaster. How you respond to situations and behavior are major factors that can contribute to the type of customer service you provide.

    It may be difficult to see now, but sometimes, the customer’s behavior is a direct reflection of your own. After all, you want to take the time you and your customers spend together to be enjoyable moments and not negative ones.

    •  

    What is Customer Service Psychology?

    Customer service psychology requires you to understand the range of customer behaviors and emotions to serve them better.

    It can be difficult at times to understand emotions as they can be a bit tricky. They can change at any moment and in a split second.

    If you do not know how to handle these types of situations, your customers will leave unhappy with their experience and may never return. This can become costly over time. Losing relationships also means a loss in sales and thus, higher churn.

    Whether it be in person or on social media, keep each customer connection positive. Learning the psychology of customer service and how to manage emotions, will help your business thrive even further.

    Managing Emotions in Customer Service

    There’s a great deal of value in knowing the different types of emotions you may face daily.

    Although not all customers are the same, there are specific “triggers” that can cause the same reaction in most people.

    To make sure you don’t unnecessarily trigger negative responses, you need to use the power of psychological behavior.

    It’s essential that every person who works in customer service understands that emotions are what dictate our decisions.

    When a customer comes into your business, their first impression of you matters. Every customer service interaction and touchpoint also matters. Recognize that the actions you take or do not take, speaks volumes to customers.

    Treat your customer as if were thy self. It may sound a little Shakespearean, but the truth still resonates.

    Tap into that cognitive bias

    If your first action were to take personal responsibility for the customer’s problem and making it your duty to present a solution, customers would respond differently.

    Psychologically, you are making them aware that they are essential to your business while at the same time, meeting their needs. Essentially, you become their customer service expert, which can create a halo effect.

    This effect is a type of cognitive bias. It’s when the overall impression of a person or business influences how they feel and think about their character. Thus, you want people to have a positive impression of you. To do this, you’ll need a firm understanding of emotions, customer behaviors, and how to provide great customer service.

    Your customer service agents need to be effective in taking on a positive and dedicated attitude.

    For this to happen, you and your team need to first learn about emotional intelligence.

    What is Emotional Intelligence and Why is it Important in Customer Service?

    A simple Google search provides a definition of emotional intelligence. It’s the capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.

    Most customer service representatives will already be highly familiar with some of the most critical customer service skills:

    • Patience
    • Attentiveness
    • Clear communication
    • Product knowledge
    • Use of positive language
    • Time management
    • Read customers behaviors
    • A calming presence
    • Empathy
    • Tenacity

    Although this is only a shortlist of essential customer service skills, it’s evident, the majority of them require some “emotion management.

    If there is a lack of knowledge or understanding about Emotional Intelligence, it’s almost impossible to possess these skills, as most are directly related to it.

    With that said, if you choose to grow your knowledge and strengthen your skills, the higher your emotional intelligence will be, but to make this happen does require a lot of effort.

    Positive and negative emotions are often a reaction of needs, either being or not being fulfilled or met.

    A Theory of Human Motivation

    To better understand what those “needs” are and how to address them, let’s turn to a theory in psychology, which was proposed by Abraham Maslow in 1943, called, “A Theory of Human Motivation.”

    The connection is that most people’s motivation comes from what they “need” and depending on how it’s received is what will determine their emotional response.

    If you can control your own emotions in light of others and do so reasonably, then your emotional intelligence is highly developed.

    For a more in-depth view of Abraham Maslow’s theory, let’s look at Maslow’s “Hierarchy of Needs.”

    Maslow’s Hierarchy of Needs

    To recognize people’s “needs” is the best way to learn how to manage emotions; thus, you can become a master at customer service psychology.

    Maslow’s hierarchy of needs is in the shape of a pyramid with the primary needs at the bottom.

    At the top of the pyramid, is where the need for self-actualization and transcendence is located.

    Maslow believed that an individual’s most basic needs must be met before they become motivated to achieve higher level needs.

    Today, the theory has been modified. People prefer to think of these levels as “continuously overlapping each other.”

    Hierarchy Pyramid

    Diagram showing Maslow's Hierarchy

    (Top of the pyramid)

    • Self-actualization (To realize one’s full potential)
    • Esteem – (Respect and admiration) – Basic Need
    • Love/belonging (Comprises of caring, compassion, empathy, acceptance and approval, attention, and affection) – Basic Need
    • Safety (Well-being, protection, and security.) – Basic Need
    • Psychological (Mental and emotional state of a person/What affects the mind) – Basic Need

    (Bottom of the pyramid)

    The bottom four parts of the pyramid contain what Maslow called “deficiency needs.” These are esteem, friendship and love, security, and physical needs.

    If these “deficiency needs” are not met, except for “Psychological,” it will cause an individual to feel anxious and tense, even without giving off signs they are experiencing these feelings.

    This pyramid can be applied directly to customer service psychology in terms of customer “needs.”

    It’s essential to recognize what an individual is potentially going through when experiencing customer service and how to manage outcomes better.

    For example, it’s only reasonable that a customer stresses out when you don’t meet a deadline. In the pyramid, the second part addresses the basic need for “Safety.”

    If complications do arise during the buyer’s journey, the customer may become overwhelmed with worry that delays could cost their purchase to be lost or broken.

    Now, let’s take a look at 15 tips to help you get better at customer service with Maslow’s Hierarchy Pyramid in mind.

    15 Customer Service Psychology Tips Based on EI

    1) Show Customers They Matter

    At the top of the pyramid, you may notice how it becomes less about survival and more about the ego and self. All individuals desire to be accepted and valued by others (Esteem).

    As part of your daily decision making, choose to give each customer your undivided attention and an earnest attempt to solve their concerns. If you do not know something, tell them, but follow up with, “I will find out.”

    Make each customer service interaction count.

    Illustration showing ebook 1

    Top resource: Making Customers Matter EBook

    2) Answer Every Query

    When you respond to all queries made by customers, you show them a willingness to resolve any issues and answer any questions. (Safety)

    This is an excellent way to build trust, loyalty, and to gain their honesty.

    Just say, “I would be happy to help you with this” as soon as you receive a customer query.

    Refrain from babbling or trying to “wing it” to prevent negative experiences from happening.

    Be transparent with what you know and eager to find out what you do not know. Actively listen to your customers needs to resolve them quickly and efficiently. This applies to both online and offline customer interactions.

    Illustration showing ebook 2

    Top resource: What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint EBook

    3) Answer Politely and Clearly

    What you say is just as important as how quickly you say it. Use positive phrases and terms when responding and conversing with customers. Show them the respect they deserve. (Esteem)

    Avoid using negative words like, “I do not know, Nope, Calm down.” Use the art of communication to connect with people. Choose your words wisely.

    Illustration showing ebook 3

    Top resource: Powerful Phrases for Effective Customer Service EBook

    4) Respond Quickly

    When you respond to customer comments, questions, queries, and reviews, quickly, you show them that you care. (Love/belonging)

    Not only do you care about their time, but about providing the information or attention, they requested or required.

    If you take too long, people will become unhappy, and it could cost you a customer. Respond promptly, do not keep them waiting.

    Illustration showing ebook 4

    Top resource: The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social

    5) Provide Availability

    Showing customers you are available to them via multiple channels, makes them feel a sense of belonging. When you provide the attention they want, when they want it, it creates a happy customer. (Love/belonging)

    If you are unavailable, it can have a lasting impact not just on customer experience but your company’s bottom line.

    Do not say, “It’s not during office hours” to your customers. Tell them you are always “here” to help them. If you do not, they will go to someone available.

    Illustration showing ebook 5

    Top resource: Competing for Customers: Why Delivering Business Outcomes is Critical in the Customer First Revolution Ebook

    6) Identify Customer Needs

    Identify what your customers need from you through keyword research, social listening, analytics, and focus groups. (Esteem)

    When you can meet or exceed a customer’s expectation without them even telling you what they are, you present to them an exceptional experience.

    Listen to your customers and refrain from repeatedly asking them, “What do you want?” Show that you respect them by taking the time and using insights to “get to know them.”

    Illustration showing ebook 6

    Top resource: Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences Audiobook

    7) Resolve All Issues During the First Interaction

    First impressions are vital to every business. If a problem comes up, and you don’t take action to try and resolve it, customers will leave. They have not built trust with you, and loyalty does not exist yet. Show them respect by taking their issues seriously (Esteem)

    Show them you are their support team and will work hard to resolve all their issues the first time.

    Don’t blatantly treat new customers different from existing ones, either. If you do, it will be much harder to turn a new customer into a loyal one.

    Illustration showing ebook 7

    Top resource: Business Etiquette: Adding the Polish That Builds Profits Audiobook

    8) Deliver Emotion

    Give customers ways for them to express or feel emotions. Use humor, intelligent questions, or nostalgia to steer their mind towards a particular direction. (Psychological)

    When you offer relevant and emotional content or conversations, you open the doors for the customer to connect with you. They will associate the good feelings with experiences they have with you, thus, making them want to come back again.

    Do not share irrelevant information. What you share needs to be relevant to your work, the products, or services offered.

    Refrain from sharing negative emotions or items that can be associated with sadness, anger, or negativity.

    Keep the environment and interaction positive.

    Illustration showing ebook 8

    Top resource: The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business Ebook

    9) Exhibit a High Level of Reliability

    When customers know you will be there for them and they can rely on you, they feel a sense of security. They will feel like you will not let them down.

    As the old saying goes, “Do as you say and mean what you do.” Let them know they can trust you, and a healthy relationship will form.

    Illustration showing ebook 9

    Top resource: Trust-Based Selling: Using Customer Focus and Collaboration to Build Long-Term Relationships Audiobook

    10) Offer Convenience

    Being mindful of customer’s time shows you care. Giving customer convenience in every way possible is considerate, and customers love it. (Love/belonging)

    Ask customers if they’d like home delivery. If this is a service you offer, it saves customers time and the need to travel.

    Think of how to make their lives easier, without taking shortcuts or lessening quality.

    Illustration showing ebook 10

    Top resource: The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty Ebook

    11) Keep Promises and Fulfill Commitments

    Never over promise or under deliver. When you promise your customers something, stick to it. If for any reason, something changes, be respectful, and inform the customer straight away.

    Illustration showing ebook 11

    Top resource: because I said I would.  Ebook

    12) Show Empathy

    Presenting customers with an understanding of how they are feeling in any given situation shows you care. Convey to your customers, “I’d be frustrated, too.” in times when it’s needed. (Love/belonging)

    Refrain from being “cold” and robot-like. It can turn angry customers to irate ones, quickly.

    Show humanity and that you genuinely care.

    Illustration showing ebook 12

    Top resource: This Is Marketing: You Can’t Be Seen Until You Learn to See Audiobook

    13) Check In with Customers and Follow Up

    Ask customers, “Are you finding everything okay?” Asking questions, like this one, lets customers know you respect them. You want them not to waste their time searching for items they are finding difficult to locate. (Esteem)

    Just a few words can show a willingness to help. Do not ignore their confused looks and puzzled expressions. Extend a hand and help.

    Customer service should also go beyond the sale. Follow-up with customers who recently bought a car from you or purchased the Internet service you offer.

    Let them know that their happiness with your products and services matter to your small business.

    Illustration showing ebook 13

    Top resource: Selling the Hug Your Customers Way: The Proven Process for Becoming a Passionate and Successful Salesperson For Life Audiobook

    14) View Customer Complaints as Opportunities

    It’s a fact, not every customer will be satisfied with the service you provide, even if you feel you did your best. There are also customers who complain about their experience, but many more who don’t.

    When a customer expresses their dissatisfaction, your response needs to be, “I really appreciate you letting us know.” Change their feelings by changing their mind. (Psychological)

    Don’t become upset or get angry. Some tend to portray a psychological phenomenon called the Online Disinhibition Effect. This is when you go online without your name and photo visibly attached to your profile and let your anger loose.

    For some reason, human beings feel like the online world offers some form of identity protection, even when they cognitively know this is not the case.

    So, what happens?

    You let your inhibitions and self-boundaries go. You end up responding in ways you would never do if you were in person.

    Illustration showing ebook 14

    Top resource: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, Edition 2 Ebook

    15) Show Gratitude

    Nothing says you care for your customers more than giving them a simple, “Thank you.”

    Whether you thank them for a recent purchase or show appreciation for choosing you, you will make them feel good.

    Do not take your customers for granted. Tell them that you care and thank them for choosing you and your business.

    Illustration showing ebook 15

    Top resource: The Thank You Economy Ebook

    Related: 12 Customer Service Trends You Can’t Ignore in 2020

    Author:

    Gaetano DiNardi is the Director of Demand Generation at Nextiva and has a track record of success working with brands like Major League Baseball, Pipedrive, Sales Hacker and Outreach.io. Outside of marketing, Gaetano is an accomplished music producer and songwriter – he’s worked with major artists like Fat Joe, Shaggy and loves making music to stay turbocharged. To get in touch, follow him on LinkedIn.

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      Use Intense Emotions in Your Sales Presentations

      Use Intense Emotions in Your Sales Presentations

      Ever wish that your presentations could be as much fun as a cool TV commercial?

      Come late January every year network TV treats us to America’s finest and most expensive commercials – Superbowl commercials. You may remember some of these even now, weeks, months or years later.

      One of my favorites is the Mountain Dew commercial from Superbowl XXXIV.

      An Expensive Commercial That Sells With Minimal Dialogue

      This commercial opens showing an African desert at a distance. Drumming percussive music is playing at a moderate pace in the background.

      Switch to a close up view of a cheetah running fast across the desert floor. As the music builds, switch to a distance shot of a line of dust speeding across the desert. Hmmm. There’s a second line of dust gaining on the first. Switch to the determined face of a mountain bike rider, teeth bared, and pumping rapidly at the pedals of his bike.

      The cheetah is the fastest land animal, capable of speeds up to 60 miles per hour.

      But who is chasing who here?

      Creating Anticipation, Excitement and Desire

      Switch to a front view of the chase – the mountain biker is chasing the cheetah!

      What’s going on here?

      As the biker gets closer and closer to the cheetah, the music and the anticipation build. The chase is getting increasingly more exciting, and more dangerous.

      As the biker closes in on the cheetah, he launches off his bike, and tackles the cheetah to the ground. He gets up, cautiously approaching the cheetah with both hands poised, and reaches into the cheetah’s mouth, deep down into its stomach. Suddenly he pulls his arm out, and … it’s a punctured can of Mountain Dew – empty.

      After a brief shot of three other guys standing with their bikes watching in the distance, the biker scolds the cheetah for drinking his Mountain Dew “bad cheetah!” One of the three guys says “see, that’s why I am not a cat person”.

      Some party music kicks in while the three guys are shown chugging cans of Mountain Dew. The commercial closes with a shot of the cheetah walking around with Mountain Dew’s tag-line, “Do the Dew”, written in its spots.

      How This Commercial Sells Using Your Emotions

      What happened here? Put simply, Mountain Dew is using your emotions to get you to desire and purchase their product.

      The essence of an excellent commercial is to create an intense emotion within prospects who fit the target market, and then anchor the prospect’s emotion to the product at the emotional peak of the experience.

      By creating an intense enough emotion, and repeatedly anchoring it, the prospect will later recall the emotion, the next time that he sees the product. The associated feelings dramatically increase his propensity to purchase the product.

      Learn How to Uncover Emotions and Leverage Them into Sales Fast

      Plan Emotional Storytelling Into Your Sale Presentations

      Plan stories into your sales presentations. Design a story with emotions that you wish to associate with your product or service. Choose emotions that will help sell your product.

      Use the story to create the emotion, to build the emotion, and to stack it until it is intense. Then slam home your product message at the peak of the emotion.

      If you have ever told a story with feeling or recalled an emotional experience to someone else, then you have already done this. This is equally effective in a brief one minute interaction, or in a one hour presentation.

      To do this, you want to first plan the sequence of emotions that you your audience should feel during the presentation.

      In the Mountain Dew commercial, the range of emotions went something like this: intrigue, anticipation, excitement, fun, friendship. These are the emotions that Mountain Dew wants you to feel (and hopefully causing you to buy) the next time you see a can in the store.

      You want to plan the pictures, sounds, and words that will elicit the intended emotions from the audience during your presentation. The director of the Mountain Dew commercial scripted this out in detail.

      Finally, plan what product message you are going to anchor at the peak emotional moment of your presentation.

      The Mountain Dew can with Logo was shown to you right at the peak of the action after the biker tackled the cheetah anchoring the product to the excitement in you. You saw it again with the three friends chugging it, anchoring you to friendship. The final anchoring to sex was subtley accomplished with the tag-line written in the spots of the cheetah sexily strutting by.

      Make Your Sales Presentations Compelling With Emotions

      Pictures and sounds are very important in creating emotions. If you help the prospect create pictures and sounds in their own minds, you help them to create their own unique meaning of the experience you give them.

      There was very little dialog in the Mountain Dew commercial. Instead, the visceral experience of the biker chasing the cheetah sells you the product. Only 7% of all communication comes through in the words we say. 55% of all communication comes through in the physiology we observe in others, and the remaining 38% come through in subtleties of the sounds we hear.

      Telling stories allows you to fully engage your audience’s emotions. Features and benefits are a staple of selling, but emotions are how most people make purchasing decisions.

      Now, do you really want to give another bullet-list loaded PowerPoint presentation?

      Author:

      Industrial EGO Sales

       -by Shamus Brown

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        3 Reasons Why Sales Reps Have Product Conversations (and What to Do About Them)

        3 Reasons Why Sales Reps Have Product Conversations (and What to Do About Them)

        Salespeople being too product-focused is one of the most common issues sales leaders and sales enablement teams face. Frequently, failure is laid uncritically at the feet of the individual rep and a sales training solution is sought. Considering the close link between sales compensation and their results, it seems less than likely that large swaths of salespeople are acting very irrationally. For a problem thought to be as widespread as it is, there’s little analysis of why reps keep selling this way. Below I look at 3 reasonable reasons that salespeople have product conversations and what (if anything) to do about it.

        why sales reps have product conversations

        1. Their buyers want to have transactional product conversations!

        Salespeople try to have the conversations their prospects and clients want to have. Frequently, technical and more junior functional buyers want to have feature-benefit conversations—the result they care about is acquiring a product or service that they’ve been asked to acquire, not big picture strategic business results. Conversely, seemingly strategic buyers have sometimes been advised by internal experts on what they need, and thus want to have a product discussion and begin implementation ASAP. Trying to open up a larger dialogue in these scenarios would be a bad move.

        What to Do: If your sales results are in line with expectations, it won’t be the popular thing to do, but you have to do nothing about this and instead focus your efforts elsewhere. While everyone wants to be the trusted advisor to their clients, sometimes product selling gets the job done.

        If you have a profitability or deal size issue, you can shift transactional sales to be lower touch (such as an inside-only approach) or self-service, and focus lead generation efforts and prospecting toward more strategic buyers.

        2. Reps aren’t capable of having results-focused, business conversations.

        This is a more serious problem. You’re getting in front of executive buyers, but salespeople can’t have the kinds of strategic discussions these types of buyers want. On some level this makes sense, as they’re experts on what your organization offers, not on their customer’s business. Most of their training has been focused on understanding your portfolio, and most of their daily interactions concern your business, not the customers. This problem gets worse the more types of customers they serve. While understandable, consistently annoying your customers with detailed discussion of product specifications when they want to talk about how this will affect their overall business performance is a recipe for stagnation or worse.

        What to Do: The solution is highly variable based on the situation, but core to all options would be re-focusing selling conversations around the results reps’ customers are trying to achieve rather than on an explicit need or a problem to be solved. To offer quick support, deploy playbooks around different customer types that easily provide reps with the different sets of results customers care about and information on how your offering drives them. Beyond that, build customer understanding by putting reps in their customer’s shoes (such as a simulation running their customer’s business), so they understand the tradeoffs customers face and how customers see your organization’s offering.

        3. Reps don’t have the capacity to devote themselves to developing deep customer understanding.

        Reps get in front of executive buyers and are able to open strategic conversations about the results that executive cares about, but due to time or resource constraints, those conversations quickly fall into servicing clear needs and don’t grow into the partnerships they should. Sales reps who have the business acumen and executive presence required for the above won’t stay in this environment for long, so solving this problem fast is critical.

        What to Do: In the short term, give your sales reps as much latitude as possible. This could mean dropping activity targets, scrapping weekly stand up calls and any other administrivia. Sales managers and enablement teams will need to provide extra support (and air cover) to let reps spend more time with customers, co-creating solutions that drive results.

        Longer term, you will likely need to re-think how you divide up responsibilities among different sales roles, creating more processes around lower value tasks and taking a hard look at territories in order to free up as much selling time for high value reps as possible.

        If you find your salespeople are too product focused, don’t jump to the conclusion that they aren’t talented enough. Often they shouldn’t be having those conversations, haven’t been given the right training and tools, or even more simply, just don’t have the time to be strategic advisors to their clients. Leaders and enablement need to uncover what’s really happening and take steps to achieve the results your organization needs.

        Author:

        BTS Logo Strategy Made Personal

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        5 WAYS TO DELIVER EXCELLENT CUSTOMER SERVICE

        5 WAYS TO DELIVER EXCELLENT CUSTOMER SERVICE

        Good customer serviceWhen was the last time you provided good customer service?

        Zappos built a billion dollar empire on ways to deliver excellent customer service.

        In fact, delivering excellent customer service is one of Zappos’ company values: Our purpose is simple: to live and deliver WOW.”

        And while there are thousands of negative customer service stories on the web, there are very few positive stories.

        Whether you provide customer service by phone, emaillive chat or social media, we’ve gathered some of our favorite stories online and share our thoughts on what makes them so good.

        What is good customer service?

        Here’s 5 stories to inspire you and your team to provide professional and high-quality customer service.

        5 good customer service examples to provide great service

        Here are five ways to stand out from the crowd to help you deliver excellent customer service.

        Let’s get started!

        1. Respond as quickly as possible

        One of the biggest factors in good customer service is speed, especially when a client is requesting something that’s time sensitive.

        Several years ago, STELLAService conducted a response time report and found that the average email response time for the top 100 retail companies was 17 hours. Today, it’s not much better as own customer service study found that the average response time is 12 hours.

        average customer service response times

        While Frost reported that 41% of consumers surveyed listed being put on hold as their biggest frustration. Make sure you don’t leave customers waiting.

        A great example of this is when Lexus recalled a series of Lexus ES 350 sedans and asked car owners to visit a dealership to bring their cars in. Instead of having to sit in a waiting room watching their cars being worked on, their customers were given a brand new Lexus instead.

        2. Know your customers

        Great interactions begin with knowing your customers wants and needs. Customers love personalization. Get to know your customers, remember their names and previous conversations. If needed, make a note of what was discussed previously so you can refer to it the next time you meet.

        In January 2020, Starbucks launched their “Every name’s a story” campaign focusing on improving relationships with their customers. The award winning campaign promotes inclusivity, recognition and acceptance at Starbucks stores across the world. The video, a focal point of the campaign, has generated more than 2.8 million views on YouTube.

        3. Fix your mistakes

        Not taking responsibility of your mistakes is a sure fire way to getting a bad reputation. Transparency is important in business and customer service is no different. Always strive for a high quality output as it shows you have a high level of standards.

        An Amazon customer ordered a new PlayStation for his son for Christmas. When the shipping company delivered the parcel, the customer was away and had a neighbor sign for the package. The neighbor left the package outside the customer’s house and unfortunately, it soon disappeared. When the customer realized what had happened, he was left in complete shock!

        Even though Amazon was not to blame for this mistake, they were quick to resolve this by not only sending a new PlayStation in time for Christmas, but did not charge for the extra shipping.

        The Customer Success team at Amazon showed great empathy here towards the customer. Rather than sticking to their refund policy, then chose to do good. And that’s what matters most.

        4. Listen to your customers

        Listening to your customers will not only result in an indebted and happy customer, it can also go a long way in terms of keeping yourself on their radar for future business.

        A three year old named Lily Robinson wrote a letter to Sainsbury’s, a UK grocery store, a letter asking why ‘tiger bread was called tiger bread and not giraffe bread?’. Lily was clearly onto something, as the bread really does look like a giraffe print!

        In most cases, these types of suggestions are met with a simple “Thank you”.

        But, to Lily’s surprise, Chris King, the customer service manager of Sainsbury’s responded with “I think renaming it to giraffe bread is a brilliant idea!”. Several months later, the bread was renamed to giraffe bread.

        Listen to your customers

        How’s that for appreciating your customers?

        5. Think long term – A customer is for life

        Think long term when dealing with customers. By keeping customers happy, they will be loyal and through word of mouth, will do the marketing for you. In fact, according to author Pete Blackshaw, a satisfied customer tells at least three friends (whereas an angry customer tells 3,000!)

        Peter Shankman, author and business consultant, was ready to board a flight before tweeting “Hey, @Mortons – can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks. :)”.

        Personalized customer service

        A fun attempt at humor, right?

        Peter admitted he was joking. He never expected anything after he sent that Tweet…

        But, as soon as Peter landed, a gentleman wearing a tuxedo was holding a bag that contained a porterhouse steak, shrimp, potatoes, napkins and silverware. Knowing that Peter was a regular customer and having tracked down his arrival details, Morton’s traveled more than 23 miles to deliver his food and with – one of the greatest customer service stories of all time.

        Would you travel 23 miles to provide one of the most legendary stories on customer service?

        I know I would.

        How important is it to deliver excellent customer service?

        Customer service has an impact on both existing customers and potential customers. A recent survey found that 68% of consumers would react by telling family and friends about a bad experience by posting it on a social network. And as each Facebook profile has an average of 155 friends, one negative experience can quickly reach thousands!

        However, there is great value in ensuring you deliver a positive customer service.

        A RightNow Technologies Customer Experience Report

         found that 86% of U.S. adults are willing to pay more for a better customer experience and 73% of U.S. adults said a friendly customer service made them fall in love with a brand. Not only will brands get happy, loyal customers but will see increased business.

        Customer service benefits

        3 ways to improve customer service

        If you want to improve relationships with your customers start by making small changes to your customer service.

        No matter how great your business is or how talented your team may be, customers will always remember the interactions they have with your company. 

        Here are a few customer service tips to deliver a better customer experience:

        Improve customer service

        1. Deliver contextual-based support

        When customer service teams have a 360-degree view of a customer’s needs are better at finding opportunities to improve customer experience. 

        In Microsoft’s report on the State of Global Customer Support

        , more than 75% of consumers expect customer service reps to have visibility into previous interactions and purchases.

        Yet, nearly half say agents almost never or only occasionally have the context they need to most effectively and efficiently solve their issue.

        Customers feel frustrated whenever they have to repeat themselves or believe that customer service lacks the knowledge about their issue. By unifying customer information with a CRM, customer service reps gain the context and ability to resolve inquiries in a single interaction. 

        2. Innovate the customer journey

        Customer experience has become the driving force that determines whether a customer will stay or abandon your business. However, the methods of delivering a memorable customer experience has changed over the years.

        Back in 2013, Walker Information surveyed more than 300 customer experience professionals from large B2B companies to gain insights on future trends for customers in 2020.

        While email was the most common communication channel (77%) with customers, they predicted that online communities (68%), social media (63%), and corporate websites (61%) would come to dominate the way customers interact with companies. 

        Were they right?

        Sprout Social’s report shows that 88% of marketers understand the importance of customer service appearing on social media with nearly 45% of consumers surveyed saying they have reached out to a company on social media

        While this is just one sample of the evolution of customer support, companies must innovate their customer journeys to adapt to today’s technology, platforms, and demands. 

        3. Invest in human and automated service channels

        Losing loyal customers is detrimental to every company’s bottomline.

        In CallMiner’s 2020 Churn Index Report, 43.3 billion people are switching companies and 88.3 million are considering to switch for reasons that could have been avoided. That’s more than $35.3 billion in lost revenue due to unplanned churn.

        Companies that fail to invest in a combination of human and automated self-service channels are missing opportunities to create loyal, satisfied customers. 

        Automated self-service channels, such as a knowledge base, offer customers with the ability to solve issues on their own. 

        However, if they can’t find the information that they need, that’s when human service channels, such as real time chat, serve to complement customer support and address issues quickly before frustrations escalate.

        Conclusion

        Business should be built around how to deliver excellent customer service. It’s easy to forget its importance when you are building your brand’s web presence and marketing your website. But, these five examples above have stood the test of time and provide truly excellent customer service.

        Do you have any stories of a company that deliver excellent customer service?

        Please let us know in the comments section below.

        P.S. One of the best ways to deliver excellent customer service is to provide fast customer support. Download our free customer service templates.

        Author:

        Steven MacDonald

        Steven MacDonald

        Steven Macdonald is a digital marketer based in Tallinn, Estonia. Since working with SuperOffice, he has led the growth of the blog from 0 to 3 million visits per year. You can connect with Steven on LinkedIn and Twitter.

                Things Happen!

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          6 Tips for a Successful Commercial Real Estate Marketing Strategy

          6 Tips for a Successful Commercial Real Estate Marketing Strategy

           

          Commercial real estate marketing campaign - growth graph

          In the highly competitive commercial real estate (CRE) industry, you need to stand out from the crowd to succeed. Specifically, a good marketing strategy, if applied correctly, can help you achieve prominence among real estate brokers and, as such, draw more clients to you. Plus, a well-developed real estate marketing strategy helps you get organized and stay on top of your to-do list. Then, you can measure your performance and adjust your game plan to improve your results.

          But, what exactly makes a CRE marketing strategy successful? In this article, we’ll break down the six steps that every CRE broker should take to generate more leads and boost their reputation in the field.

          1. Identify your audience

          When you’re working to put yourself on the map, don’t just advertise for the sake of advertising. Instead, identify your core audience and build your entire marketing strategy around it. Go through your sales statistics, analyze your past clients meticulously and create a buyer persona, which is a representation of your average user. In particular, note their gender, age, location, job role, spending thresholds, purchasing habits and any other characteristics that might come in handy when trying to lure them to your business. Once you’ve familiarized yourself with the group of people who might be interested in becoming your clients, you can move onto the next step.

          2. Establish your goals

          With your target audience in mind, establish your business goals. These should not be future aspirations and vague intentions. Rather, they should be specific and quantifiable objectives that can be measured and checked off a list.

          Additionally, establish your budget, know your competitors and think about ways in which you can differentiate yourself from their services. Define the key messages you’d like to convey to your target audience and consider how you can communicate them while still staying within your marketing budget. After you’ve completed this step, it’s time to put things into practice and use online and offline marketing tools to achieve your goals.

          3. Enhance your online presence

          These days, everyone who matters has a website. So, if you don’t have one already, make sure you set one up as soon as possible. Next, use content marketing tools to fill your website and your blog with insightful articles and videos to establish a strong online presence within your niche. Make sure you regularly update the site with news and informative pieces so you can become the go-to person for inspiring and useful content within your line of work.

          Furthermore, harvest email addresses from the visitors that come to your site. Target them with industry-specific email marketing campaigns and newsletters to keep them hooked. Meanwhile, use social media to its full potential. Regularly post to platforms such as Twitter, where you can include short bits of important messages to your audience, as well as LinkedIn, where you can show off your expertise as a CRE broker.

          When posting online, remember to incorporate relevant keywords and include calls to action in your text in order to engage your followers. Make sure your CRE listings are polished to perfection. Also, don’t underestimate the importance of online ads, which can help you advertise your business, target relevant leads and reach a wider audience.

          4. Market offline

          While the opportunities offered by online marketing tools can seem limitless, don’t overlook offline marketing. It’s still an effective way to build up and showcase your expertise in the industry, generate trust, get leads and enhance your brand image, which is especially important if you operate in a highly competitive office market like Manhattan.

          Attending (or even organizing) networking events is a great way to meet new colleagues working in the field, but also to interact with prospective customers. Moreover, don’t hesitate to actively participate in these events by discussing recent trends in the market. Doing so is a great opportunity to introduce yourself and hand someone your business card.

          Along the same lines, print materials – such as brochures, posters, flyers and display window signage – can also attract attention and generate leads for your business. Come up with advice, market predictions or anything else related to your CRE expertise and send it to local industry-specific publications. In this way, you’ll maintain a strong, active presence and build your brand in the process.

          5. Measure your success

          A key element of a good real estate marketing strategy is analysis. Measuring your results is important because it helps you understand which elements of your marketing strategy are generating the most leads, while also showcasing the aspects you need to revise.

          For instance, audience behavior on your website, clickthrough rates from short links, and tools like Google Analytics help you measure your online activity and determine which elements were worthwhile in your marketing strategy – and which were sub-optimal.

          6. Adapt your strategy

          Once you have the metrics in front of you, tweak your marketing strategy. Understand and adapt to the demands of your target audience to increase your success rate. Fine-tune your CRE marketing efforts to make the most of your strategy and lead a successful marketing campaign that will benefit your business in the long run.

          By following these steps, you can ensure your commercial real estate marketing strategy nets you more valuable leads, while also increasing your industry reputation and making you stand out in the industry.

          Author:

          PropertyShark Real Estate Blog

          By:

          Lucian Alixandrescu

          Lucian Alixandrescu

          Lucian is a copywriter for the CommercialCafe team. He has several years of experience as a freelance writer and is eager to learn about all things real estate and marketing. His work has been featured by publications such as Forbes, The Business Journals and Bisnow.
           

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            What Is Motivation?

            What Is Motivation?

            Components of Motivation
             

            What Is Motivation?

            Motivation is the process that initiates, guides, and maintains goal-oriented behaviors. It is what causes you to act, whether it is getting a glass of water to reduce thirst or reading a book to gain knowledge.

             

            Motivation doesn’t just refer to the factors that activate behaviors; it also involves the factors that direct and maintain these goal-directed actions (though such motives are rarely directly observable). As a result, we often have to infer the reasons why people do the things that they do based on observable behaviors.1

            What exactly lies behind the motivations for why we act? Psychologists have proposed different theories of motivation, including drive theoryinstinct theory, and humanistic theory (such as Maslow’s hierarchy of needs). The reality is that there are many different forces that guide and direct our motivations.

             

            Types of Motivation

            Different types of motivation are frequently described as being either extrinsic or intrinsic:

            • Extrinsic motivations are those that arise from outside of the individual and often involve rewards such as trophies, money, social recognition, or praise.
            • Intrinsic motivations are those that arise from within the individual, such as doing a complicated crossword puzzle purely for the personal gratification of solving a problem.2

            Uses

            There are many different uses for motivation. It serves as a guiding force for all human behavior, but understanding how it works and the factors that may impact it can be important in a number of ways.

            Understanding motivation can:

            • Help improve the efficiency of people as they work toward goals
            • Help people take action
            • Encourage people to engage in health-oriented behaviors
            • Help people avoid unhealthy or maladaptive behaviors such as risk-taking and addiction
            • Help people feel more in control of their lives
            • Improve overall well-being and happiness

            Impact

            Anyone who has ever had a goal (like wanting to lose 20 pounds or run a marathon) probably immediately realizes that simply having the desire to accomplish something is not enough. Achieving such a goal requires the ability to persist through obstacles and endurance to keep going in spite of difficulties.

             

            There are three major components of motivation: activation, persistence, and intensity.3

             
            • Activation involves the decision to initiate a behavior, such as enrolling in a psychology class.
            • Persistence is the continued effort toward a goal even though obstacles may exist. An example of persistence would be taking more psychology courses in order to earn a degree although it requires a significant investment of time, energy, and resources.
            • Intensity can be seen in the concentration and vigor that goes into pursuing a goal.4 For example, one student might coast by without much effort, while another student will study regularly, participate in discussions, and take advantage of research opportunities outside of class. The first student lacks intensity, while the second pursues their educational goals with greater intensity.
             

            The degree of each of these components of motivation can impact whether or not you achieve your goal. Strong activation, for example, means that you are more likely to start pursuing a goal. Persistence and intensity will determine if you keep working toward that goal and how much effort you devote to reaching it.

            Tips

            All people experience fluctuations in their motivation and willpower. Sometimes you might feel fired up and highly driven to reach your goals, while at other times you might feel listless or unsure of what you want or how to achieve it.

             

            Even if you’re feeling low on motivation, there are steps you can take that will keep you moving forward. Some things you can do include:

             
            • Adjust your goals to focus on things that really matter to you
            • If you’re tackling something that is just too big or too overwhelming, break it up into smaller steps and try setting your sights on achieving that first step toward progress
            • Improve your confidence
            • Remind yourself about what you achieved in the past and what where your strengths lie
            • If there are things you feel insecure about, try working on making improvements in those areas so that you feel more skilled and capable.

             

            Potential Pitfalls

            There are a few things you should watch for that might hurt your motivation. These include:

             
            • Quick fixes or all-or-nothing thinking. It’s easy to feel unmotivated if you can’t fix something immediately or if you can’t have it all at once. Remind yourself that reaching your goals takes time.
            • Thinking that one size fits all. Just because an approach or method worked for someone else does not mean that it will work for you. If something isn’t helping you reach your goals or is making you feel unmotivated, look for things that will work better for you.
             

            Talk to your doctor if you are feeling symptoms of apathy and low mood that last longer than two weeks. Sometimes a persistent lack of motivation might be tied to a mental health condition such as depression.

             

            History of Motivation

            What are the things that actually motivate us to act? Throughout history, psychologists have proposed different theories to explain what motivates human behavior. The following are some of the major theories of motivation.

            Instincts

            The instinct theory of motivation suggests that behaviors are motivated by instincts, which are fixed and inborn patterns of behavior.5 Psychologists including William James, Sigmund Freud, and William McDougal have proposed a number of basic human drives that motivate behavior. Such instincts might include biological instincts that are important for an organism’s survival such as fear, cleanliness, and love.

             

            Drives and Needs

            Many of your behaviors such as eating, drinking, and sleeping are motivated by biology. You have a biological need for food, water, and sleep. Therefore, you are motivated to eat, drink, and sleep. Drive theory suggests that people have basic biological drives and that behaviors are motivated by the need to fulfill these drives.6

             

            Arousal Levels

            The arousal theory of motivation suggests that people are motivated to engage in behaviors that help them maintain their optimal level of arousal.3 A person with low arousal needs might pursue relaxing activities such as reading a book, while those with high arousal needs might be motivated to engage in exciting, thrill-seeking behaviors, such as motorcycle racing.

            A Word From Verywell

            Understanding motivation is important in many areas of life, from parenting to the workplace. You may want to set the best goals and establish the right reward systems to motivate others as well as to increase your own motivation.

             

            Knowledge of motivating factors and manipulating them is used in marketing and other aspects of industrial psychology. It’s an area where there are many myths and everyone can benefit from knowing what works and what doesn’t.

            Author:
            Mental Health and Other Resources / Resources for Local Health Providers

            BY:

            Kendra Cherry, MS, is an author, educational consultant, and speaker focused on helping students learn about psychology
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