Does it REALLY matter to a client how productive their real estate agent is?  In other words, does it REALLY matter to a client whether an agent does a lot of business or a little business?  An agent asked this question recently when I posted our recently released RE/MAX vs The Industry Report. Of course productivity matters to the client and here’s why….

1. Experience: Generally speaking, busier agents have done more deals which means they may be better at foreseeing possible road bumps for their client.  As a salesperson, predicting the future is important for protecting the client’s needs.  As well, the agent’s track record is important because it is a reflection of his/her ability to negotiate a transaction to closing.

2. Income = Marketing & Technology (& Education): It could be argued that busier (ie. more productive) agents earn higher income, which means they may be more profitable, which means they may be in a position to afford more or different marketing and/or better technology.  If I had to get an important medical procedure done I would want the doctor who has the most sophisticated tools to get the procedure completed with the least amount of discomfort.  Most likely, the doctor that could afford the best technology would also be the one with the greatest client base.  After all, in all service businesses it is the client that drives the revenue. One may even argue that agents that are more productive have the ability to afford more education to go out and perfect their business even further.  Marketing, technology, education….all of it plays in favor of the client’s best interest.

3. Network Leverage: Agents that close more deals know more people.  Somehow, someway, they get in front of people who are receptive to their message.  Therefore, agents that do more business have a larger network of possible clients.  Let’s say a seller is interviewing two possible agents for a transaction, one that has closed 4 transactions in the last twelve months as compared to one that has closed 13 transactions in the last twelve months, which one is more likely to have a buyer for the home that he or she is listing?  Probably the person who does more business, simply because they have a larger network.

Yes, productivity matters to clients.  However, it’s NOT the end all be all of being a great real estate agent.  The good news is that even if your personal productivity is not currently where you’d like it to be, you can always leverage the productivity of the team members in your office.  That’s what this business is all about!  Our business philosophy has always been that nobody is in this business alone because together we can all accomplish our greatest dreams and ambitions, and that’s why I’ve been so excited about the RE/MAX vs The Industry Report.  Agent productivity matters because our business is built on a foundation of unbelievably productive agents who share their great ideas and leverage their experience and expertise with others who want to achieve similar goals.  As Zig Ziglar once said, “You are the average of the people you surround yourself with.”  I’m so grateful to be surrounded by someone like you.  As always, keep up the great work. I truly enjoy watching your success.

Our agents access their documents from anywhere – We have agents who used to wonder where they’d left their paperwork…whether it was at home, in their car, or still at the office. Now, agents access their transaction files wherever they are.

Better organization means more free time – Instead of thumbing through file folders to find the right information, our agents sign in to the system and search for a file by address, MLS ID, agent’s last name, and more. From here, they can add documents, make notes, and send important paperwork to clients, which means they have more free time.

It (nearly) eliminates lost paperwork – Paperwork can be turned in by faxing, scanning, or through an email attachment and all of it goes directly into the system. Our agents are less likely to be missing an important document at closing because it’s all there in one place.

It’s easy to share documents – Our agents can share important documents with anyone who needs them, like clients, title companies, and lenders, just by clicking a button.

Less hassle at closing – Instead of lugging big files of paperwork to a closing, our agents just bring their laptop because they can access all transaction information from anywhere – as long as they have an Internet connection.

If you’re someone who’s looking for a real estate agent to buy or sell your home, you’ll love how seamless your transaction will be when using our paperless system. If you’re an agent who’s looking for something new, get in touch with us at RE/MAX of Greensboro. We’d love to show you our paperless system.

RE/MAX combines a fair and equitable brokerage system with a powerful brand, extensive support services – and respect for entrepreneurial spirit. The result: a formula for agent success unmatched in the industry.

Visit joinremax.com to learn more about a career with RE/MAX.

Dave Liniger

In his recent blog post, Dave Liniger, RE/MAX Chairman and Co-Founder, focuses on providing quality customer service. He shares a column written by friend Christine Riordan that was featured in Forbes magazine. The column discusses why it’s important for business people to view and treat customers in ways that will make positive, lasting impressions.

Here’s the post in its entirety (you can visit Mainstreet to leave a comment on Dave’s blog):

Christine Riordan is one of the brightest people I have ever met. She’s a management professor (and dean) at the University of Denver, and she has tremendous ideas on how organizations can cut through the clutter and stand out in the minds of consumers.

Christine is a frequent contributor to Forbes magazine, and a column of hers that was posted at forbes.com in late December – “Give the Holiday Gift of a Remarkable Customer Experience” – really struck a chord with me. Christine makes some excellent points about how to view and treat customers – and why it makes a huge difference in any business.

She notes that many organizations talk about exceptional customer service, but only a few – like Nordstrom or Ritz-Carlton – absolutely shine. I’d put RE/MAX in that group too.

This year, of course, we have the hardware to prove it – the two J.D. Power and Associates trophies – but I think our long-term excellence in customer service is also reflected in the amount of business we do. After all, without repeat business, referrals and word-of-mouth endorsements generated by “remarkable customer experiences” (to use Christine’s phrase), it would be impossible to lap the field in production every year. We’re clearly doing things right.

Here are three key action items from this terrific column (though I’d encourage you to click here and read the entire article online):

1. Make authentic caring a priority. 
In organizations that develop a culture oriented toward people and service, employees show empathy that has two components: the ability to infer what another is thinking or feeling, and the ability to generate emotional responses in sync with the welfare of that other person.

2. Ensure that every interaction is relational. 
Remarkable customer experiences make consumers feel like the most important person around, even if it is their first time dealing with the company. Consumers want to encounter interested, knowledgeable, and skilled employees who treat them with respect.

3. Be willing to work on customer problems. 
An employee who listens to customers and their problems, focuses on the issue presented, shows a willingness to work to find solutions, and cares enough to help resolve their concerns can create a lasting bond with a customer.

That’s great stuff. So let’s all hit the new year hard, with a strong-as-ever focus on the people who count on us every day. And if you have a moment, please share your thoughts on how providing excellent customer service has worked out for you.

Through Q3 2011, RE/MAX has a 55.5 percent Share of Voice in television advertising, compared to Coldwell Banker’s 40 percent and Century 21′s 4.5 percent, according to Nielsen Monitor-Plus.

Download and share with your agents the 2011 Q1-Q3 TV Share of Voice chart. This is a great addition to their marketing, client presentations, recruiting and online promotions, and it’s a powerful impression to make on recruits who may be coming from a competing brand that has little to no TV advertising.

Although several competitors scaled back or eliminated TV advertising altogether, your brand remained highly visible among adults 25-54, who are in their prime homebuying and selling years.

The resulting awareness builds the RE/MAX brand, and drives more consumers to your office and your agents. It’s just one more reason RE/MAX is #1.

An industry first – no other real estate brand has a site like it – global.remax.com includes RE/MAX listings in roughly 60 countries and territories.

Check out this promotional video, which is on the RE/MAX YouTube Brand Channel and can be shared with your contacts.

The new site simplifies the home search for consumers and adds a tremendous level of value to the process. Translatable in close to 30 languages, the global site also includes a World Property Channel news feed and a currency converter that activates when a specific language is selected.

“This type of centralized site has been running successfully in our European regions for seven years and now it’s worldwide; this is a significant breakthrough for how we promote RE/MAX listings,” says William Soteroff, RE/MAX Executive Vice President of U.S. and International Regional Development. “This is a huge benefit for all Associates because it means more exposure for their listings to consumers around the globe, as well as more opportunities for cross-border RE/MAX referrals.”

RE/MAX Associates can log in to Mainstreet and download an FAQ document (also available as a PDF) about the new website

Participating regions (including those in the United States) will feed their Associates’ properties into the site, which will also feature RE/MAX Commercial listings and properties in The RE/MAX Collection. For details about your region’s participation, contact your region directly.

Pam Carrigan, Karen Foster, Lisa Bennett, Dave Liniger, Grant Bennett, Kelly Marks, Nicole Rafferty, Lisa Way

On November 1st and 2nd Lisa and I were fortunate to spend time with seven members of our sales team attending the RE/MAX Carolinas Sales Rally in Cary, NC.

The rally was a great experience for all of us, with two days of training, motivation and insight of from RE/MAX Co-Founder and Chairman Dave Liniger, Tom Ferry and Craig Zablocki.

Lisa and I were also very fortunate to have everyone from the office spend time with us for two great meals and some wonderful socializing!