If you obey the golden rule ‘Do unto others as you would have them do unto you’ when dealing with borrowers, you make the fundamental error that assumes everyone is just like you. Rather, you should follow the ‘Platinum Rule’, as broker coach Raz Chorev explains
The platinum rule suggests: ‘Treat others the way they want to be treated.’ Ah ha! What a difference.
This rule accommodates the feelings of others. The focus of relationships shifts from, “This is what I want, so I’ll give everyone the same thing,” to “Let me first understand what they want and then I’ll give it to them.” The goal is personal chemistry and productive relationships. You simply have to understand what drives people and recognise your options for dealing with them.
US business coach Jack Daly divides rule behavioural preferences into four basic styles: driver, expressive, analytical and amiable. Everyone possesses the qualities of each style to various degrees and everyone has a dominant style. This article will focus on dominant styles.
Drivers
Drivers are driven by two governing needs: to control and to achieve. They are goal-oriented go-getters who are most comfortable when they are in charge of people and situations. They want to accomplish many things now so they focus on a no-nonsense approach to bottom-line results. Drivers seek expedience and are not afraid to bend the rules. They can be stubborn, impatient and insensitive.
Expressives
Expressives are friendly, enthusiastic and like to be where the action is. They thrive on acknowledgment and compliments. They are ideas people who excel at getting others excited about their vision. They are eternal optimists with an abundance of charisma. Their weaknesses are impatience and a short attention span. They are risk-takers who base decisions on intuition and are not inclined to verify information.
Analyticals
Analyticals are systematic people who enjoy problem-solving. They are detail- and task-oriented, and enjoy perfecting processes and working towards tangible results. Analyticals have high expectations of themselves and others, which can make them over-critical. Their tendency towards perfectionism can cause ‘paralysis by over-analysis’. They are irritated by surprises and glitches, and are always sceptical, hence their cautious decision-making.
Amiables
Amiables are the most people-oriented of the four styles. They are excellent listeners, devoted friends and loyal employees. They develop strong networks of people who are mutually supportive and reliable. However, they are risk aversive. When faced with change, they think it through, plan and accept it. They are courteous, friendly and willing to share responsibilities. They are good planners, persistent workers and good with follow-through. They go along with others even when they do not agree because they do not want to rock the boat. Amiables are also slow decision-makers.
So how do we put this information to work? We must assess ourselves before we can analyse and relate to others. We need to know exactly what image we project in the marketplace. To be effective, we will need to adapt to other personality types.
Adapting to Drivers
Never waste their time; be organised and get to the point. Give them bottom-line information, with probabilities of success. Never be late for an appointment and let them call the shots. Argue with facts, not feelings. When presenting a product or a solution, give them a few options, recommend one, but always let them make the final decision.
Adapting to Expressives
Expressives thrive on recognition, so pour it on sincerely. Support their ideas, goals, opinions and dreams. Expressives are social butterflies, so be ready to flutter around with them. A strong presence, stimulating and entertaining conversation, and liveliness will win them over.
Adapting to Analyticals
They need details, so give them data. Support them in their organised, thoughtful approach. Be systematic, logical and exact. Give them time to make decisions and work independently. Allow them to talk detail. Set guidelines and deadlines, if relevant.
Adapting to Amiables
Take things slowly, earn their trust, support their feelings and show sincere interest. Talk in terms of feelings, not facts. They want to be assured that everyone will approve of them and their decisions. It is far more effective to apply warmth to get this chicken out of its egg than to crack the shell with a hammer.
Implementing the rules
Before every appointment, ask: “What kind of person am I about to meet with?” When you meet the person, try to answer two questions within the first 90 seconds: Is this person more assertive or less assertive? Are they more responsive or less responsive? At the end, see if you were right. The Platinum Rule provides powerful life skills that will serve you well in relationships.
