February 8, 2020

8 Tips For Introverts to THRIVE at Keller Williams Family Reunion & Mega Camp (or ANY big conference!)

You might not believe this since I love teaching our “Be A Boss! 10 Secrets of a Mega EA” class to as many people as possible, but . . .

I. AM. AN. INTROVERT!

There. I said it. Phew!

I used to believe that because I was an introvert, there were certain things I could not do or I would not enjoy. (Some people might call this a “limiting belief”. And it was!) What I’ve learned is I just experience things differently than extroverts (or ambiverts). What once felt overwhelming (going to Keller Williams Family Reunion #KWFR or Mega Camp #KWMC with tens of thousands of people) is now something I look forward to and grow from. I used to have a goal to SURVIVE and now I’ve learned how to THRIVE!

We all know the magic happens OUTSIDE your comfort zone. So here are my tips on how an introvert can make the magic happen at ANY big conference:

1. Plan a “Reconnaissance Mission”.

Check in early. Get your nametag. Get the “lay of the land”. Scope out where the general sessions will be and where your favorite breakouts will take place. Which door/security entrance will you use? Find a good breakfast place and where you’ll get your coffee. Then you won’t feel so overwhelmed when the “masses” appear.

2. Get a Massage. Or sign up to use the hotel spa.

I’ve done this before Family Reunion and Mega Camp several times. As soon as I checked in and registered at the convention center, I got that nervous, butterflies in my stomach feeling. You know the one when you start seeing TONS of people and you feel like you’re part of an ant farm? Heading to the spa right after that allowed me to gather strength, get over my jet lag, and re-enter the world energized and ready to roll. Even if you don’t want to spend the money on a massage, most spas have a small fee you can pay to use the facilities. At KWFR in Vegas, I really enjoyed the “Quiet Room” and soaking in the spa pools.

3. Practice Your Self Talk.

Do you have a little voice in your head at events like this that says “You’re boring. Why would anyone want to talk to you? You’re terrible at small talk. Why would these big shots want to spend time with you?” I do. So I practice my self-talk before I go. My tribe of girlfriends implemented a rule. “If you wouldn’t say it to your best friend, don’t say it to yourself.” I love that. So start talking to yourself like you would to your BFF. “You got this girlfriend. You’re awesome. The whole world should know how smart you are!” Write it on your bathroom mirror in your hotel room if you need to!

4. Get Your Own Room.

This has been a lifesaver for me. I know it costs more to do this, but you can more than make up for that with one referral during the year. Having my own room means I have a safe haven. And I don’t have a roommate who I feel like I have to talk to all the time. I always stay in the main hotel and as close to the convention center as possible. That way I can pop upstairs to freshen my make up, drop off materials or just have a quick 15 minute breather.

5. Wear a Hat.

Not a real hat. (Unless you are Renae Gibson, then you may wear a cowboy hat!) Just one in your mind. When I step onto the elevator and head down to the conference, I pretend I’m putting on my “High I” hat. (Watch this video if you’re not sure what High I means. It’s from the DISC profile.) I mentally put that hat on and lean in to the experience. It’s kind of fun sometimes to give yourself permission to see what it’s like living life on the other side!

6. Plan Meals Ahead.

Invite one or two people to join you for breakfast, lunch or dinner. It’s ok to invite people you don’t know. Post in the BE A BOSS, Mega EA or Real Estate Admin Facebook groups. Chances are there are others in the same boat. Been wondering about Brivity or CTE? Invite other EAs using those platforms to join you for a brainstorm over coffee. Wondering how your team can get from 200 units to 350 units? Set up a dinner mastermind. Has someone in the Facebook group really jumped out at you for their positive thinking? Invite them to join you for lunch. Having meaningful one-on-one conversation is important to introverts and planning ahead removes the anxiety that comes from big group gatherings.

7. Don’t Feel You Must Attend EVERY Breakout and EVERY session.

Sometimes the one-on-one meetings outside the sessions are more valuable. And sometimes you might just sit by the pool or nap in your room to recharge. Give yourself grace and build in that down time.

8. Have Conversation Starters Tucked in Your Pocket.

You’re already starting out with something in common with most people in attendance. Real estate! You’re here to learn & you love to grow. If you’re like me, you’re not necessarily comfortable with small talk, so come prepared with questions. Here are a few to try:

  • “What’s the ONE THING you’re here to learn this week?”
  • “What was your biggest accomplishment last year and what’s your biggest challenge this year?”
  • “Where are you from and what does your team look like?”
  • “What was the best book you read last year and what are you reading now?”
  • “Tell me about the breakouts you went to yesterday.”
  • “What’s your best AHA so far?”

And remember there are LOTS of High I’s in attendance, so chances are if you start the convo, they’ll run with it. Piece of cake!

If all else fails, PM me on Facebook. I’ll come find you and put you at ease!

Now let’s get BOSSY!

Christy Belt Grossman, CEO, Ops Boss Coaching™

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From Customer Service to Customer Experience: 6 Lessons for Ops Bosses® and Agents In the world of business, the difference between customer service and customer experience can often be subtle, yet profound. Understanding this distinction is crucial for fostering lasting relationships with clients. Recently, I had the opportunity to experience both aspects firsthand when I visited Alimond Studio to record a podcast and get new headshots. Here’s a glimpse into my visit and the valuable lessons I learned about the opportunities to elevate customer interactions. The Backstory: A Referral and a Brilliant Strategy My journey to Alimond began with a referral from a wonderful coaching client who had previously been a guest on their podcast “The Alimond Show”. The podcast, which has excellent info for entrepreneurs, also serves as a lead generation tool for the studio. (Brilliant, right?!) Guests are invited to be interviewed for the podcast, then offered the opportunity to take headshots. If they fall in love with the photos, they can purchase them. Additionally, the studio provides video clips for social media use, making the entire experience a win-win for both the studio AND the podcast guest. I greatly appreciated the referral and was eager to see what this unique approach had to offer. Lesson: Leveraging referrals and creating win-win scenarios can significantly enhance client engagement and business opportunities. The Warm Welcome: Setting the Stage for a Great Experience From the moment I booked my appointment, the photographer’s team demonstrated exceptional systems and processes. (You KNOW we love systems here at Ops Boss® Coaching!). Each step of the journey—from inquiry and interview, to appointment setting and appointment reminders, and post-photo shoot follow-ups—included scripted texts, videos and emails. Prior to my arrival, I even received a video that showed where to park and how to find their office on the second floor. This thoughtful touch made my visit stress-free and set a positive tone. The messages ensured 100% clarity around what was happening at each stage AND set the stage for great expectations of what was to come. Lesson: Clear communication that leaves nothing to chance significantly enhances the overall customer experience. Personal Touches: Enhancing the Customer Journey Upon reaching their studio, I was greeted by a personalized welcome sign at the top of the stairs. Seeing my name on that sign instantly made me feel valued and special. This small but significant detail exemplifies the difference between standard customer service and a memorable customer experience. The team guided me to an adorable private dressing room with full length mirror, great lighting, places to hang my outfits and an adorable “quote” wall. Signs encouraged selfies and Instagram posts. They offered me a cold drink, which was especially appreciated on a scorching hot day. These thoughtful gestures highlighted their commitment to creating a comfortable and fun experience. Next, we went downstairs to record the podcast. While they mic-ed me up, two people explained what we’d be doing and I was made to feel as comfortable as possible (well as comfortable as you can feel as an introvert with TWO cameras on you – HAHA!) However, recording the podcast was a breeze thanks to their clear explanations of the process. This level of preparation ensured I felt confident and at ease throughout the recording. Lesson: Thoughtful, unexpected touches (even when systematized) set a positive tone, make clients feel valued and turn customer service into an EXPERIENCE. The Photo Session: Balancing Efficiency with Personalization After the podcast, it was time for the photo session. While the process was efficient, there was one aspect that could have been improved: personalization. They didn’t ask why I was getting the headshots done, which resulted in generic poses and advice. It was only after I requested more fun shots in a second outfit change that I truly felt the photos reflected my personality. During the photo selection process, the person assisting me did ask personal questions (like when my birthday was). I’m sure this information will be incorporated into their follow-up touch program—a smart move for fostering long-term client relationships. Throughout my visit, I interacted with three different employees. (I already felt like I knew them because I had received an intro video prior to my visit.) Each one explained their role and seamlessly handed me off to the next person. Their approach made me feel like I was with an expert at each stage rather than being passed around. One person handled check-in and check-out, another recorded the podcast and took the photos, and a third interviewed me for the podcast. All these elements combined to create a cohesive and special experience, offering a welcome break from my day-to-day routine. Lesson: Personalization, questions and expert handoffs ensure clients feel understood and cared for at every stage of their journey. The Departure: A Lesson in Customer Care After making my photo selections and settling the payment, I was sent home with a lovely gift. However, as I left with my hands full of clothing, shoe changes, my laptop, and the fragile gift, I faced a small challenge. Navigating two flights of stairs with all these items proved difficult. I made it down safely and placed the gift on the roof of my car so I could juggle loading everything else. Unfortunately, two streets later, the gift was still on my roof and smashed in a million pieces as I accelerated. An offer to help carry my belongings down would have been a simple yet impactful way to conclude the experience on a high note. Lesson: Small things matter. Your final interaction is a great opportunity to do something simple and appreciated to set you apart. Conclusion: Striving for Excellence in Customer Experience This visit underscored the importance of going beyond good customer service to create an exceptional customer experience. The systems and hospitality at the photographer’s studio were impressive. There were areas for improvement that could have made my visit even more memorable. AND overall, they really did knock it out of the park. For real estate agents (AND their real estate administrative professionals, executive assistants, small business Ops Bosses® and directors of operations), the key takeaway is to pay attention to every detail of the customer journey. Personalized interactions, proactive assistance, and thoughtful systematized touches transform a routine service into a remarkable experience. ACTION ITEM: We all experience poor, good and great service in the interactions we have daily. Reflect on those experiences. What have you learned as a customer that you can implement in the business you work in to drive excellence, customer loyalty and REFERRALS?! An Example: A Personalized WOW Touch for Real Estate Teams Here’s an example of personalization that I implemented when I was DOO of a real estate team. When you list a home and send the photographer out, ask them to be on the lookout for pets. If the sellers have pets, have the photographer snap some candid shots of them. You can then take the best picture and order a canvas wall print to present to the sellers. This surprise gift often results in a “WOW” moment that is both personalized and deeply appreciated, showcasing the extra mile your team is willing to go to make clients feel special. I guarantee you that pet owners LOVE their animals like part of the family. When you do this, they will tell everyone they know about their amazing Realtor®. THAT results in referrals! And THAT is bossy!

From Customer Service to Customer Experience: 6 Lessons for Ops Bosses® and Agents In the world of business, the difference between customer service and customer experience can often be subtle, yet profound. Understanding this distinction is crucial for fostering lasting relationships with clients. Recently, I had the opportunity to experience both aspects firsthand when I visited Alimond Studio to record a podcast and get new headshots. Here’s a glimpse into my visit and the valuable lessons I learned about the opportunities to elevate customer interactions. The Backstory: A Referral and a Brilliant Strategy My journey to Alimond began with a referral from a wonderful coaching client who had previously been a guest on their podcast “The Alimond Show”. The podcast, which has excellent info for entrepreneurs, also serves as a lead generation tool for the studio. (Brilliant, right?!) Guests are invited to be interviewed for the podcast, then offered the opportunity to take headshots. If they fall in love with the photos, they can purchase them. Additionally, the studio provides video clips for social media use, making the entire experience a win-win for both the studio AND the podcast guest. I greatly appreciated the referral and was eager to see what this unique approach had to offer. Lesson: Leveraging referrals and creating win-win scenarios can significantly enhance client engagement and business opportunities. The Warm Welcome: Setting the Stage for a Great Experience From the moment I booked my appointment, the photographer’s team demonstrated exceptional systems and processes. (You KNOW we love systems here at Ops Boss® Coaching!). Each step of the journey—from inquiry and interview, to appointment setting and appointment reminders, and post-photo shoot follow-ups—included scripted texts, videos and emails. Prior to my arrival, I even received a video that showed where to park and how to find their office on the second floor. This thoughtful touch made my visit stress-free and set a positive tone. The messages ensured 100% clarity around what was happening at each stage AND set the stage for great expectations of what was to come. Lesson: Clear communication that leaves nothing to chance significantly enhances the overall customer experience. Personal Touches: Enhancing the Customer Journey Upon reaching their studio, I was greeted by a personalized welcome sign at the top of the stairs. Seeing my name on that sign instantly made me feel valued and special. This small but significant detail exemplifies the difference between standard customer service and a memorable customer experience. The team guided me to an adorable private dressing room with full length mirror, great lighting, places to hang my outfits and an adorable “quote” wall. Signs encouraged selfies and Instagram posts. They offered me a cold drink, which was especially appreciated on a scorching hot day. These thoughtful gestures highlighted their commitment to creating a comfortable and fun experience. Next, we went downstairs to record the podcast. While they mic-ed me up, two people explained what we’d be doing and I was made to feel as comfortable as possible (well as comfortable as you can feel as an introvert with TWO cameras on you – HAHA!) However, recording the podcast was a breeze thanks to their clear explanations of the process. This level of preparation ensured I felt confident and at ease throughout the recording. Lesson: Thoughtful, unexpected touches (even when systematized) set a positive tone, make clients feel valued and turn customer service into an EXPERIENCE. The Photo Session: Balancing Efficiency with Personalization After the podcast, it was time for the photo session. While the process was efficient, there was one aspect that could have been improved: personalization. They didn’t ask why I was getting the headshots done, which resulted in generic poses and advice. It was only after I requested more fun shots in a second outfit change that I truly felt the photos reflected my personality. During the photo selection process, the person assisting me did ask personal questions (like when my birthday was). I’m sure this information will be incorporated into their follow-up touch program—a smart move for fostering long-term client relationships. Throughout my visit, I interacted with three different employees. (I already felt like I knew them because I had received an intro video prior to my visit.) Each one explained their role and seamlessly handed me off to the next person. Their approach made me feel like I was with an expert at each stage rather than being passed around. One person handled check-in and check-out, another recorded the podcast and took the photos, and a third interviewed me for the podcast. All these elements combined to create a cohesive and special experience, offering a welcome break from my day-to-day routine. Lesson: Personalization, questions and expert handoffs ensure clients feel understood and cared for at every stage of their journey. The Departure: A Lesson in Customer Care After making my photo selections and settling the payment, I was sent home with a lovely gift. However, as I left with my hands full of clothing, shoe changes, my laptop, and the fragile gift, I faced a small challenge. Navigating two flights of stairs with all these items proved difficult. I made it down safely and placed the gift on the roof of my car so I could juggle loading everything else. Unfortunately, two streets later, the gift was still on my roof and smashed in a million pieces as I accelerated. An offer to help carry my belongings down would have been a simple yet impactful way to conclude the experience on a high note. Lesson: Small things matter. Your final interaction is a great opportunity to do something simple and appreciated to set you apart. Conclusion: Striving for Excellence in Customer Experience This visit underscored the importance of going beyond good customer service to create an exceptional customer experience. The systems and hospitality at the photographer’s studio were impressive. There were areas for improvement that could have made my visit even more memorable. AND overall, they really did knock it out of the park. For real estate agents (AND their real estate administrative professionals, executive assistants, small business Ops Bosses® and directors of operations), the key takeaway is to pay attention to every detail of the customer journey. Personalized interactions, proactive assistance, and thoughtful systematized touches transform a routine service into a remarkable experience. ACTION ITEM: We all experience poor, good and great service in the interactions we have daily. Reflect on those experiences. What have you learned as a customer that you can implement in the business you work in to drive excellence, customer loyalty and REFERRALS?! An Example: A Personalized WOW Touch for Real Estate Teams Here’s an example of personalization that I implemented when I was DOO of a real estate team. When you list a home and send the photographer out, ask them to be on the lookout for pets. If the sellers have pets, have the photographer snap some candid shots of them. You can then take the best picture and order a canvas wall print to present to the sellers. This surprise gift often results in a “WOW” moment that is both personalized and deeply appreciated, showcasing the extra mile your team is willing to go to make clients feel special. I guarantee you that pet owners LOVE their animals like part of the family. When you do this, they will tell everyone they know about their amazing Realtor®. THAT results in referrals! And THAT is bossy!

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