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Architecture Guide
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REALTOR® Emeritus |  | Risk management Keeping Risks Under Control | | ||
|  Three Lines of Defense Against Risk Keeping Risks Under Control Controlling Transaction Risks Agency Disclosure Avoiding Antitrust Risks Minimizing Liability from Contracts Fair Housing Risks Controlling Personnel Risks Communications Policies to Minimize Risks Insuring Against Risks More Resources: Controlling Business Risks Code of Ethics: Controlling Business Risks | Service Standard Tips From Top Brokers Dick DeWolfe, president and CEO of DeWolfe in Lexington, Mass. Concentrate on setting procedures for the completeness of listing materials, the prompt submission of the listing to the MLS with a correct identification of the nature of the agency relationship, and the timely presentation of offers and counteroffers. Work to instill the idea of treating the customer with honesty, integrity, and fairness. Even if the salespeople don’t remember all the service standards, these three words will go a long way to ensuring good service. Watch for recurring service problems that appear in customer surveys. Then work with your legal and training staffs to give associates more education in these areas. Jenny Pruitt, president and CEO of Jenny Pruitt & Associates in Atlanta Call any customers with problems personally and resolve the issue. Even if I don’t believe that our associate was at fault, I send a gift certificate to a negative customer. Remember, unhappy customers will tell an average of 16 people about their dissatisfaction. Have your sales manager talk with the salesperson about any complaint and then monitor the associate’s activities to ensure improvement. It’s important for salespeople to know that your company can’t maintain its service standards if they don’t do their part. Chip Roach, vice chairman of Prudential Fox & Roach in Devon, Pa. Ask quantifiable questions in customer surveys so that you can effectively rate salespeople’s performance. Then create a recognition program to reward good service. Use the results of customer surveys as a marketing tool. Consumers are becoming much more demanding of quality, and service ratings are a great way to differentiate yourself. 6 Tips on Finding an Attorney > | |