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BANKS TEAM REALTORS STANDARD - Coggle Diagram
BANKS TEAM REALTORS STANDARD
7 Main Standards
1) Show up early
2) Always be honest
3) Deliver excellent customer service
4) Put the client above your paycheck
5) Connect: Listen to client needs & communicate solutions
6) Communicate to understand first, before seeking to be understood
7) Professionalism over preference
Agent Accountability
Feedback
Why
Make sure we are keeping our agents accountable
This is something we can do for non-legacy agents or maybe even premier agents
But something we will definitely do for auditioning agents
The customer will keep the agents accountable
How
Surveys
Google forms
Name of Agent area
Google sheet use statistical data (Explore)
Questions
5 multiple choice
1 comment area
Phone calls
Ask 3 to 5 questions
Call can be from JC/Kira or Back Office
When
After showing
1st showing of agent with the client
Make it optional
People like to live surveys for two reasons
1 Bad experience
2 Excellent experience
You will often know if customer service was really good or bad (but know one really cares about average
We do after 1st showing but client may not have a second or third showing
After inspection period (contract is binding)
Phone Call
What
Phone calls
Surveys
Text & Email
Calendars
Agents will share their showing with us in TBT calendar
We will check showings for previous day and then find names (in KW Command) then we can send them a email and text
Agent will add clients name in the notes
Put their name
Number
Email address
Indicate “1st Showing”
Best way for client to schedule showing if with KW is through Command - under google calendars
Feedback Questions
1) Please select the option that best describes the agents arrival to the showing
Options: Late, On Time, Early
2) Do you believe the agent was professional
Options: Yes or No
3) Did the agent communicate to understand your real estate needs?
Options: Yes or No
4) Did you feel the agent genuine?
Options: Yes or No
5) How would you rate the agents customer service
1- really bad, 2- not good, 3 -OK, 4 - good, 5 - Excellent
Comments: What do you feel or believe the agent could have done better
Role Standards
Standards: Agent (Buyer/Listing)
1 - Connect with Client
2 - Empower Client (Buyers/Listing Presentation/Q&A,Etc)
3 - Negotiate & Problem Solve Real Estate Issues
Standards: Transaction Coordinator
Handle All CTC Updates (Not agent)
Empower Client on CTC Process - Explain
Relieve agent of CTC Concerns
Set Clear Expectations for Client: Proven System
Weekly Updates (Days of the Week)
Make sure agent does’t have to make CTC updates
Standards: Listing Coordinator
Take over after Agent Listing (Presentation)
Handle all of the Nurturing Process of Listing the Property
Work with Client until Closing.
Attend The Closing
Give Listing Agent no reason to be concerned about clients file
Coordinate with TC person to a CTC
Schedule the Listing Presentation if needed
Standards: Marketing Team
Standard for Accounting