Jayne Decker from the Illinois Division was recognized in April for her #1 spot on the 2017 Sales Leaderboard and being the only team member in the Top 100 with a perfect score across all CPRE metrics. Pretty impressive! We reached out to Jayne for some insight into how she operates and what makes her so successful.
Tell us a little about yourself.
I grew up in Texas and am a graduate of the University of Texas (Go Longhorns!). I have been in the real estate business for about 15 years, both as an independent realtor and new home sales consultant. I have been a proud Pulte employee for 3 years.
What are some of your best practices that have helped you succeed?
I feel I am successful because I go out of my way to make customers feel important. In the current world of constant distractions, I try to do things that I would like as a customer. I stop what I am doing and make eye contact when somebody engages with me. I don’t check my phone while talking with people. I listen. I am generous with compliments-anything from “you made beautiful selections at the design appointment” or “you are an adorable couple” or “that is a great question…” or “you are an excellent negotiator.”
I also use humor during tense and normal moments. I have a great job that allows me to help others accomplish something very meaningful, so it is important to me to be positive and have fun while going thru what can sometimes be a tedious process. I also use humor to break the ice and make others feel more comfortable. For example, when someone comes in and wants to slip out the door to go directly to the model without talking with me, I tell them there is a dollar fifty charge to walk thru. I feel humor allows me to quickly bond with most customers.
What does it take to make it to the top of the sales leaderboard and achieve a perfect score across all CPRE metrics?
Luck! LOL! Seriously, this survey is subjective and I feel it is possible that anyone could end up with a negative rating. However, I am proud of my high scores! When speaking with customers, I try to use the word “EASY” to describe the home purchasing process. I take the time to ask questions during pricing to be sure I identify the things that are important to them. I get agreement from the customer on the next step and when I will follow up.
Do you have any great customer stories to share?
Once, I had buyers fly in from Seattle with the goal of purchasing and returning to Seattle that night. I spent the entire day with them-from 8:30 am until I dropped them off at O’Hare airport at 7:30 pm that night. They had no car and so I took them to lunch and I dropped them off at the middle school to check it out and then I picked them up. I also took them to a nearby apartment complex to check out renting during construction. It was a long, tedious day but they purchased and were greatly appreciative of everything I did.
What are some words of wisdom you would share with someone new to the job?
I would just tell to remember that they are lucky they are to have a job where it is their responsibility to help people accomplish something wonderful-PURCHASE THEIR HOME! Often, it is their first home which makes it even more special. I would tell them to realize that this is a fantastic job with great pay with an awesome mission! Show up every day with that in mind. Focus on helping people and you will be successful.
What makes you proud to work at Pulte?
There are many things I love about working for Pulte. I love that I am involved in the financial analysis of home sales rather than being “just” a salesperson. I love the culture of employee engagement. I love all the training. I love that Pulte “does the right thing” when dealing with customer problems. I love the pay. I love the leadership here in Chicagoland. They are the cream of the crop for sure! Of course, knowing you can trust your supervisor and that they have your back makes this job even more incredible.