A Story About Trust

Posted by Jared Chamberlain

a_story_of_trust_chamberlain_real_estate_groupTrust, in any relationship, is key for that relationship to work well. However, building trust and maintaining trust can be difficult.

Clients we have worked with over the years have all had amazing and hard experiences with REALTOR®s in the past. Our goal is to help you first so that we can build trust through our process and use all the tools we have to help you the best we are able to. 

Here is a story that Simmi Aujla shared with me about one of her clients. Feel free to watch our live show or read the transcript below.

Jared Chamberlain:
And today we have a story, a story about trust. So Simmi, we are going to make up this lady's name. Yeah. Because what is it like? There's like those old radio shows where it's like, the scenarios have been changed and the names of the people have been changed to protect their own identity. And that's what we're doing here.

Simmi Aujla:
Confidentiality, buyer, brokerage agreements, you know?

Jared Chamberlain:
Oh, you went like legit legal there. I was trying to have fun. We're going to call her Kate. Kate is a single mom. Yes. Kate works on her own. And in Simmie's words, she's a GSD kind of person, going to get (beep) done. Right. And she makes things happen in her world. And why don't you kind of give us an intro of how you met Kate and what happened and we'll kind of go from there.

Simmi Aujla:
Totally, totally. So Kate, as Jared said, is a GSD type of person. I think he just made that up, but it works. She's a go getter, she always has been. When I first met her, it was actually at an open house. Also a super simple and easy way to meet a realtor.
I met her at this open house that I was hosting and she right off the bat was a little bit, she had a wall up, let's say she had her walls.

Jared Chamberlain:
Very hesitant.

Simmi Aujla:
Yeah. And let's just say she came in, she brought both of her kids, but like under five... aged under five and she shows up on a Sunday and she's just getting things done, checking off tasks. She's at this open house, she's not very excited or in the best spirits, she seems like she's there just to check another thing off her box, get something done.
I'm trying to disarm her, but at the same time, I can kind of tell she just wants to be left alone. And I respect that. So I'm like, "hey Kate, do you mind signing in just typical open house procedure." She was happy to do it. So I follow her around the open house after a few minutes just to...

Jared Chamberlain:
Kind of like a stalker?

Simmi Aujla:
No she doesn't like that, Jared.

Jared Chamberlain:
Story about trust.

Simmi Aujla:
Yeah. Story about trust. After she'd been there for a few minutes, I followed up just to see if she needed anything, very common practices. At the end it turns out the house wasn't the one for her, which is okay. That happens. So I was like, hey, I have a lot of other options. Let me send you some other content if you have some time.
But before I jumped to that, I actually did something really unique, which I don't think many people do. I asked her for her permission. I was like, "Kate, would you mind if I followed up with you later on in the week to potentially send you some other content"? And she looked at me and it's funny because not a lot of people have looked at me like that. And she was just like, wow, no one's ever asked me for my permission before. And I was like, well, here I am.

Jared Chamberlain:
Here I am.

Simmi Aujla:
Here I am.

Jared Chamberlain:
There's the quote box that you can put on your Instagram, "here I am." Let's talk about this. I mean open houses. Yes. I mean, open houses have changed-

Simmi Aujla:
100%.

Jared Chamberlain:
... with the COVID and there are still some rules and stuff around them. But with open houses, that can be an intimidating place for a potential client to walk into. Someone who's just looking at a community, walking around, driving around, hops into something and it's so often if I was the consumer, I would walk in and just basically be like, "Nope, I got an agent. No, I'm good. I'm good." Just to keep people away.

Simmi Aujla:
Definitely. So why do you think that question asking her permission was so valuable for her and why did you ask it?
Because I think in our society, it's something people don't do. Nobody really asks anybody for permission. People just do it. You know, she was giving me her information because she was in the open house. She probably just assumed I'm going to bombard her after this and start emailing her and texting her until she responds to me.
But my approach I feel is just really different. I don't really want to annoy anybody and that's just not going to create a good working relationship. I had a feeling that she had obviously maybe been burned in the past by other agents. Just by the way she was talking to me, it seemed like she had just categorized us all as the same.

Jared Chamberlain:
Right.

Simmi Aujla:
Right off the bat, it was like, I want to be different. And she's a boss, she is a boss lady. Okay?

Jared Chamberlain:
Boss lady...

Simmi Aujla:
And I was like let me keep her in this leadership position that she's used to being in. So again, I was like, would you mind if I followed up with you? And again, just simply asking her for her permission. And that was the beginning of our working relationship.

Jared Chamberlain:
That's cool.

Simmi Aujla:
Yeah.

Jared Chamberlain:
And so I think after you've gotten to know her through that process, I mean, you kind of found out some things that she really had experiences in the past. Right? Before we jump into that, I want to ask you guys questions.
If you have a question or a comment, what are some experiences you've had going into open houses? What are some stories you've had going into open houses? What are those interactions like? What are your feelings or what are you going to do when you go into these open houses?
I was just kind of a curious question. Put them in the comments here, would be interested to hear some of your feedback on that. If you were watching and you're a consumer.
If you're an agent in Calgary would love to hear some of your thoughts too, around open houses, how you engage with people, what are your, I don't want to use the word procedures, but what do you typically do to help people versus sell them? And I think that's the biggest difference that we always talked about is how do we help people? We're not here just to sell people.
Let's go back. So you found out some of her interactions with other agents in the past and the experiences, what was that like for her?

Simmi Aujla:
This obviously was not her first time buying a home. She's bought many homes in the past. Her mom has also bought many homes in the past. She's done this a few times now. And every time she said she had a terrible experience, she always found that she was the one finding information and then taking it back to her agent where she felt like it wasn't really that partnership that she was looking for from a realtor.
She always felt like she could just do it herself because she's like, I feel like nobody's going to work as hard as I do. And I'm going to end up finding the information out before they do.

Jared Chamberlain:
Yeah. Which is, can be true.

Simmi Aujla:
It can be true.

Jared Chamberlain:
Can be true. And I think some of the things that you were saying too, when we were chatting before, this was the fact that you were full time, you're available when she needed it. Cause she had a crazy schedule. I mean, having two kids under five?

Simmi Aujla:
Two kids under five, works from home. Her hours were very specific. Like I needed to meet either before or after daycare before or after she started. And for me, I am full time, I can do the 9:00 AM. I can do the 7:00 PM. It doesn't really matter.

Jared Chamberlain:
Totally. And I think the thing that we're always looking at for our brokerage anyways, and our team is we always want the client to be the hero. And through this process, whether you knew it or you didn't know it, you became the guide, you became the person that came beside her and said, "Hey, let's walk together," and showed her a way to do it. Right?

Simmi Aujla:
Exactly.

Jared Chamberlain:
And so I think that's fantastic. What was the outcome like what happened by you going through this process with her? What did you achieve? What did you feel and what did she achieve?

Simmi Aujla:
It was really interesting for me to get to work with somebody so just... she knows what she wants. Those people can be kind of difficult to work with for certain people. But I really liked the challenge because I learned how I can adapt to certain situations when people are challenging me as well.
But also I learned how to be authentic and just bring her what she needs. You know what I mean? So just also to be a friend and in the end, I guess this was a while ago now, but over the course of 12 months, she bought two homes from me.

Jared Chamberlain:
Wow.

Simmi Aujla:
Yeah. So she bought two investment properties after me.

Jared Chamberlain:
Not one for each of her kids?

Simmi Aujla:
Actually that's kind of her plan. That's actually one of her plans-

Jared Chamberlain:
That's a good plan.

Simmi Aujla:
... I know, but she still reaches out to me until this day. I keep in touch with her more so as a friend, because I don't, like for me it's not really about the transaction.
It's about actually maintaining that working relationship because you know, you add me to your network, I add you to my network to see how I can help you out as well in the future. I have a great working relationship with her still. And I think if I didn't provide the service that I did provide to her, she probably just would've found the next person very easily.

Jared Chamberlain:
Well, and I think you're also in an environment that allows you to do that because we had a client who was one of our past agents. His name was James. He was here a couple years ago and he moved overseas. And one of his past clients, excuse me, actually reached out through Facebook messenger to our page and said, "Hey, I'm really needing something. Can you guys still help me?" Not buying or selling, but the fact that we are in an environment where it's like, I want to build my deck bigger, can someone help me find somebody?
I think that that's been really neat to have here, but it also is neat to see that you're doing it individually too. Because that's what we believe.

Simmi Aujla:
100%.

Jared Chamberlain:
And so it's fantastic to see that. Well, thank you Simmi.

Simmi Aujla:
Yeah, my pleasure.

Jared Chamberlain:
Thank you for coming on to maybe this is going to turn into a weekly client story...

Simmi Aujla:
Potentially. I do have a lot of stories. I'll tell a story. If you tell a story.

Jared Chamberlain:
I don't know. I got many, I got many. Well, this has been great. Thank you so much for watching and enjoying this story of Trust today.
If you have any questions, comments, anything about the market, anything to do with open houses, anything at all, just reach out, you know where to reach us.
You can DM us, direct message us, put comments on this video, lots of ways to do that. We hope you have a fantastic Monday and a great rest of your week.

Simmi Aujla:
Bye.

Jared Chamberlain:
See you guys.


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