Take 5
The Benefits of Cultural Awareness When Working with Global Clients
with Trisha Roy
TRT: 5:37
Transcribed

    Trisha Roy directly addresses camera: When I first arrived in this country from India, I expected some of the cultural norms to be the same. For example, in India, when you go to someone's house, you don't eat until they offer you food and put in on your plate, even if the food is sitting out. I learned quickly that things are different in America. Helping your international buyers from India, Japan and Canada through the cultural process is vital.

     I am Trisha Roy, a broker and Certified International Property Specialist with Open Spaces International in Gainesville, Florida. I am an Instructor for Florida Realtors, and one of the topics I teach is International Real Estate. I also teach cooking and culture classes to graduate students at the University of Florida, and other groups/business owners; and have been the chair of the Gainesville Alachua County Association of Realtors® Global Council. Let's take five minutes to talk about how you can be culturally aware when working with international buyers from India, Japan and Canada. All three countries do business a bit more formally than people from the United States. 

     In business, you work with people you trust. Creation of this trust is important. For example, I met with an insurance agent who put up his feet on his desk while he was speaking with me. He had on these big cowboy boots and, while he didn't mean to offend me, he did. He was just relaxing, but to me if was a cultural faux pas and I didn't work with him. 

    To avoid situations like this, you must care enough about the culture of your global customers to spend time learning it. They will respect you for it. The key to respectfully working with all these cultures is to be culturally porous. While we are focusing on three countries here, many cultural faux pas can be avoided by being respectful, open and taking the time to learn about the country your client calls home. 

     We'll first talk about Japan. The business culture in Japan, and many other Asian cultures, is very formal compared to America. In a meeting with Japanese customers, you would be wise to bow and present your business card with two hands. If they give you a business card, don't jam it in your pocket as that is disrespectful. Take it in two hands, read it and thank them to show respect. You would also be smart to dress more formally when showing properties or meeting with Japanese buyers or investors. Do not say the first name of the Japanese customer until you know them very well or they invite you to use it. 

    Buyers and investors from India love their titles. If someone has a doctorate, be sure to address that person as a doctor. And, the same as many Asian cultures, do not use the person's first name until they give you permission. While many Indians can be formal, they are also very direct, which may come across as disrespectful of your privacy. Probing questions such as, 'How much money do you make?', or 'Why did your marriage break up?', are acceptable in India. So, keep that in mind and be tactful. Learn to walk around a mine field without setting off explosions. This can be difficult to coach; but being aware of this cultural aspect of the buyers and sellers from India can help you avoid being surprised by a personal question. Also, in India, food accompanies pretty much anything. If you are meeting an Indian buyer at your home, offer food. 
 
    Finally, let's discuss Canadian buyers. Unlike Indian buyers, they may not be direct with you. It is more important for them to be polite than direct. That means you should listen carefully and understand when they say, 'This home is very nice. I wonder if the bedroom will fit our chaise lounge,' may mean, 'The bedroom is too small.' Canadians are also more formal with their meal manners. If you are at a restaurant, do not start eating until the last person is served. 

  In general, it's important to observe and notice when you are with foreign buyers from any country. In certain cases, being polite is enough, but sometimes you have to go above and beyond. I've found helpful information on a website called Countrynavigator.com. Also, the “Kiss, Bow and Shake Hands” series of books by Terri Morrison offer valuable insight. By showing that you are sensitive to other's cultures, you gain trust in the buyers from these countries, and with trust comes repeat and referral business.