Some of the most powerful men and women in real estate at T3 Summit.
This will be brief, as I am in Las Vegas and both the dinner reservation and the craps table are calling me. But if I don’t write this now, I’m afraid it’ll never see the light of day.
At Stefan Swanepoel’s T3 Summit event that just finished yesterday (a wonderful couple of days of really high-level conversations), I got up to ask a question to a panel discussing consumer experience. The panelists were Grier Allen of Boomtown, Austin Allison of Dotloop, Steve Berkowitz of Move, Lawrence Flick of BHHS Fox & Roach, Steve Ozonian of Carrington, and Phil Soper of Royal LePage. In other words, heavy hitters, big time decision makers at big time companies. Of course, in the audience were CEO’s of practically every major franchise company and numerous bigtime brokerages.
The panel ran out of time before I could ask the question, but… it so happens that I write a blog that many of the people I want to reach read… so…
The issue the panelists were discussing was the importance of delivering consummate consumer experience, coupled to the difficulty of having a group of independent contractors deliver that awesome customer service experience. There was much talk of technology platforms that can help, training that can be delivered to these independent agents, etc. and so on.
My question was, and is, this:
For the brokerage leaders on the panel, I understand the difficulty of trying to get your agents to do anything, whether undergoing training or implementing customer service technology platforms. But here’s what I’m curious about. Are your office managers compensated on the basis of customer service, or on the basis of recruiting and driving affiliated business leads?
Because if it’s the latter… what the hell are we talking about here?
This is obviously a rhetorical question. So here’s what I’d like to recommend to every brokerage CEO, every brand President, and every person in a position of leadership in a real estate organization who wants to talk the talk about customer service.
Show me the money — bonus your office managers based on customer service.