Dominating Your Market: A Real Estate Seminar
A Recap of the Dominating Your Market Real Estate Seminar
I was thrilled to co-host Dominating Your Market Real Estate Seminar and Luncheon with Stewart Title at Eggspectations in Gainesville. Thank you to Matt Kucinich of Stewart Title and all the agents who attended.
I always say if you get even one morsel out of a instructional or motivational event that can help you with your business, it's worth the time. Here is a recap of today's talk ...
Our guest speaker, Victoria Rivadeneira, (pictured above) talked about what makes businesses successful and how it can relate to your real estate business. She started the talk with a quote and movie clip about leadership. People are so desperate for good, strong leadership that they will buy into whatever they are presented with.
In real estate, it is our responsibility to our clients, our agents, our team members and our colleagues to give them good guidance and understanding. That's how we keep good relationships and return clients.
She highlighted three successful corporations or "brands" that dominate their market and why. They are Nordstrom, Disney World and Zappos. We all would agree that great customer service is what makes these companies successful. But what defines great customer service?
Interestingly enough, the largest brands that score the highest in customer satisfaction don’t believe it’s the customer service department that needs the most attention, but rather the quality of those they hire.
A past blog of Victoria's explains this further:
Nordstrom’s, a company synonymous with impeccable customer loyalty believes there is no mystery to it’s outstanding reputation. It’s approach is to hire nice people, those raised by their parents with empathy and character. The belief system is people with inner values will live these values in daily life. If daily routines include contact with consumers, then it would only be natural for employees to draw from their own belief system.
She cited examples of why these companies seek out these traits over experience or education in the field. They figure they can train the employee but it's the inner CHARACTER of a personal that will give that extra 1% in their job and treat customers with respect, patience and understanding. THIS is the key to good customer service, and success of a business.
In real estate, we have training and knowledge but are we really understanding and compassionate with our clients?
She also talked about the happiness of an employee. What will keep them happy? The first step is understanding what makes people happy in general.
Zappo’s, an online shoe company increased sales and recently sold the company for nearly a billion dollars. Author of “Delivering Happiness: A Path to Profits, Passion & Purpose” & CEO of Zappo’s, Tony Hsieh, says the customer service at Zappo’s is directly related to the happiness level of the employee.
In one of his seminars, Tony Hsieh states research shows people are happiest when there is:
(1) Perceived Control - not control over everything or others, but control over their own circumstances.
(2) Perceived Progress - not necessarily huge financial success or drastic improvement, but a clear indicator that there is and will be continued progress.
(3) Connectedness - the positive interaction with other people, social or professional.
(4) Vision/Meaning, meaning being part of something bigger than yourself - a sense that one is helping others, doing something beyond their own needs.
Think about these four things and how they apply to your clients and team members. I can think of several ways this information would be helpful in working with a Seller, a Buyer and colleagues in real estate. Can you?
Here are some photos. Top and bottom photo is Bryan, Victoria and her colleague and Matt Kucinich of Stewart Title (far left). Below are some EXIT Agents and other local Realtors.
Be sure to follow Victoria on Facebook and tune into her Live Video Stream on Wednesdays. Here is more about Victoria:
Victoria Rivadeneira is a corporate consultant, radio show host, author & speaker with over 25 successful years in the real estate industry. She has been an award-winning, top producing Realtor®, Team Leader and Operating Principal/Broker with Keller Williams and more recently, President of the Northeast Division with EXIT Realty International.
Currently, Victoria is a Business Development Officer with Stewart Title and President of The Real Estate RIVAlution which created "Real Estate Talk", a New York City radio talk show. Victoria's show airs every Sunday on New York City's am710 WOR and has Live Video Streams Wednesdays on FACEBOOK.com/victoriariva, Periscope.tv/TheRERIVAlution & YouTube.