Personal service: National Auctioneers Association members want to really get to know you, the client

How do NAA auction professionals get to know their clients? It all starts with communication and knowing how to keep open communication between the auction professional and the client can make all the difference. “As Auctioneers, we must figure out what our clients’ true needs are and come up with solutions to solve those,” says NAA member Dean Crownover, BAS. The number one way an #NAAPro can solve a challenge is to listen to their client, and there are several deeper ways to do so other than just “not talking.” Among those steps:

- They listen first and then talk.

- They don’t listen just to respond; they listen to understand.

- When information is provided, they will reiterate it to show understanding.

- They ask questions based

on what the client says. - They take notes.

As a client, let your #NAAPro know what works best for you, whether it be positive language, humor, in-person or written correspondence, or collateral materials. From the very first exchange, you can help build that communica- tion bridge so that your auction professional listens and responds in a way that connects with you. With that information, your #NAAPro can best show what services or products they have that could help solve your challenges.

Let’s look at several communication methods and see which may apply best for you:

In-person or on the phone communication

At the first point of communication, the #NAAPro should always identify himself or herself. In person, they should make introductions with a firm handshake and provide a business card.

Conversation should be pleasant and upbeat while the two of you develop a working relationship.

When it’s their turn to talk, in general, #NAAPros may keep it short on their side. Why? They want you do most of the talking so that they can fully understand your needs and goals.

And, if you aren’t able to connect with your #NAAPro, leave a voice message. Many will try to respond within 12-24 hours.

Written correspondence

During written correspondence, messages may be short in length and easy to read. If you think that your auction professional’s message seems too long, it may be a better idea to have them call and have a conversation.

Collateral materials

NAA auction professionals always try to remember that clients may not understand auction jargon or the industry at large.

“Twenty-five percent of [clients] don’t know how auctions work,” Crownover says.

But, don’t be concerned. To avoid information falling through the gaps or miscommunications, many #NAAPros provide clients with easy-to-follow collateral materials that will help them gain an understanding of the industry.

Find areas of commonality between you and your #NAAPro, and make sure to tell them what you want to get out of working with them. Just like personal relationships, communication and understanding of each other is key to the success of this business relationship.

Find the #NAAPro that best fits your buying or selling need at auctioneers.org/findauctioneer.