Whether your Realtor® association serves 400 or 14,000 members, part of its regular function is to field complaints from both members and their customers. If handled properly, those complaints become valuable customer service tools.
"While you're in the midst of a telephone call with an irate customer, it may be hard to view the complaint as a gift, but that's precisely what it is," says Keith Bailey, founder of the Sterling Consulting Group and coauthor of the book Customer Service for Dummies.
Minority awareness: associations use innovative approaches to attract minority buyers and multicultural members.
NAR's new Diversity Assistance Program (DAP) recognized 17 Realtor associations in 2004 with grants to help fund their outreach efforts to minority consumers and bring more cultural diversity into association membership and leadership.