We may not be able to define exactly what confidence is, but having it is easy to spot. So is someones’s lack of it. We can tell when people believe in themselves and what they are doing. We know when people are prepared to deliver what they say. We also know when people are faking it – making it up as they go along to look like they know what they are doing or to confuse us into thinking this is the case.
As an example, consider an actor, performer, musician, or an athlete. They are put into a position when all eyes are on them, and they are expected to deliver. Yet, sometimes they don’t seem up to the challenge. There definitely is some concern expressed in their demeanor. They might be cautious, unsure of themselves. They are as deliberate or self-assured as we have come to expect from them. We spot this change, and it’s likely they recognize it as well. It’s hard for them to conceal it.
Take a basketball game when making a free throw will make the difference in tying the game or going ahead – or maybe getting back to within a point or two of the lead. The player at the line seems nervous – there’s a lot riding on his or her performance. He or she doesn’t show a great command of the situation, even though they have practiced this very situation countless times. Consequently, we don’t sense a lot of confidence in them making the shot either. Often, they don’t – or if they do, it is kind of sloppy or they look relieved.
In baseball (at any level of competition), when a pinch-hitter comes to the plate to make an all-important hit, he or she may be so nervous or anxious about the importance of their role that they swing wildly at bad pitches and either make an easy out, quickly strike-out, or hit into a double play.
A singer might begin their important public performance with a crack in their voice or a weak projection. They might miss their musical cue to begin, or even worse, be slightly off key.
In sales, if we act as if we are concerned that the potential buyer is going to say ‘no’ or object to what we are offering, we may demonstrate a lack of confidence in our ability to prevail in that situation.
Having confidence is a strength, and the lack of confidence is a perceived weakness.
We have the ability to help our clients to remain safe in their homes and to continue to reside in the homes of choice for the remainder of their lives. This is an important responsibility, but we should not fear it. Instead, we should be energized by our role.
When we engage our clients initially, before ever setting that in-home appointment or arriving at their home, we have to know what questions to ask and how to assure our new clients that we have what it takes (knowledge, skills, and strategic relationships) to deliver the job that they desire, need, and expect. When we do visit with them in their home, they need to see this confidence conveyed in a way that allows them to trust us and desire to want to work with us.
We can’t be sort of knowledgeable and kind of engaging with them. We have to nail it. There should be no doubt that we have done this many times previously (even if we haven’t because there always is a first time), that we have the knowledge to put together and deliver the type of project that matches their needs, timing, and budget.
Learning on the job or on-the-job-training might be fine for an apprentice or helper that we are training, but it is not acceptable for us. We must demand more from ourselves and the services we deliver. Clients should not be faced with living with an inferior solution or trying to get someone else to do it right. They gexpect results, and we need to be able to deliver them.
Many of our clients are going to be of an advanced age with only a few years of living remaining. We have to respect that time is of the essence. They need solutions now, and they need to be right. Waiting for additional work is just not fair t them or right, Also, this may be a reluctant decision on their part to even undertake a renovation and might be the first time they have ever done this. We have to present a strong image that is backed up by what we can deliver. Confidence doesn’t count if the results aren’t there.