By Hugh Siler, Real Living
Whether it’s a startup company or an established firm, what sets real estate franchisor Real Living apart is that it looks for companies with a passionate desire to help their agents create and deliver an exceptional service experience and be more productive.
Real Living has increased its size by literally adding thousands of real estate agents and hundreds of offices – and that’s just so far this year.
President Harley E. Rouda, Jr. points to four key questions Real Living asks itself when evaluating potential franchisees:
• Does the company have a solid reputation?
• Will there be a good cultural fit?
• Does the company have a good business plan and growth strategy?
• Can this company leverage our technology platform and robust set of services to better serve their agents and customers for continued growth and success?
Rouda points out that Real Living stresses the need for a company to want to grow their presence locally, and in turn, the Real Living brand nationally.
Additionally, in terms of the cultural fit, the franchisee needs to embrace customer service, which is at the center of Real Living’s value proposition and one of the key elements that differentiates the company from all others.
To this end, agents must put in writing, up front, the services they will perform on their customers’ behalf. Through Premier Service, the company takes the step of asking their customers, via an independent survey, to honestly rate the performance of their sales agent – and by reflection, the national company itself.
Since Premier Service’s introduction seven years ago, the company has received a customer satisfaction rating of more than 95 percent. In 2009, sales associates received a 96 percent overall customer satisfaction rating, far exceeding any similar ratings throughout the national real estate industry.
“Although Premier Service ensures buyers and sellers with consistent, measurable service levels, more importantly, it helps generate referrals from highly satisfied customers. Agents realize this is what makes the difference in the form of leads generated after the transaction,” Rouda says. “To know that nearly nine out of every 10 of our clients are very satisfied with the service our agents provide is incredibly gratifying. This is even more impressive when you compare our satisfaction rating with the industry average.”
Hugh Siler is the founder of Siler & Company Public Relations and Marketing Communications, contributing on behalf of real living. For more information, visit realliving.com.