Satisfaction Starts Today at Fillmore Real Estate

Satisfaction Starts Today

Today, marks a new day in Fillmore history. Today is the day that we begin our full-court press with our Customer Satisfaction Initiative for 2010. This program is designed to raise the bar of service at Fillmore and to begin a system that will rate each customer’s satisfaction with our company and each agent.

The level of service that we expect each agent to deliver each and every time would be as close to a 10 out of 10 rating as possible. If there is anything that the customer was not satisfied with, we’re going to give the consumer $100*. Our goal is to create 100% satisfaction; thereby increasing referrals, reputation and, the bottom line…business.

Fillmore will also be changing the way that leads are distributed and shared in the company. The consumer will have the right to select any agent that they want, and if they are not getting proper service from one Fillmore agent, they can contact a Fillmore customer service team member and get reassigned to someone who will give them the top notch treatment….guaranteed.  Agents who achieve the highest customer satisfaction ratings will be rewarded with extra leads and business.

TODAY’S FOCUS:
New Buyers Satisfaction Campaign
1) Record Everything: Every prospective buyer that contacts a Fillmore office must be logged into our prospect management system. ( Name, Info, Property, Source)
-AA’s or the person speaking with the buyer will be required to get Name and contact information (phone and email) as well as the property they are calling about, and the source or place that they saw the property. (Be Specific Here…if online, identify the site)

2) Agent Input: Agents are to complete STAGE ONE in Prospect Management:
confirm the above contact information and make sure you make the pitch to get their email address so you can send them properties that meet their criteria. Agents should also fill out the basic information regarding what the buyer is looking for onto PM. (Neighborhoods, Price Range, Property Type and Temperature are a must)

3) Documentation is Key to Satisfaction: Agents are to make comments in their PM system to show the first action that was made to connect with the buyer. Some possible comments would be, “I performed a buyer property search and emailed them information on the following properties: 026008, 332334,102990. ” or “I spoke with Mrs. Jones and told her about the neighborhood. She is coming to my open house on Sunday to say hello.”

4) Create the Plan and Strategy: The agent’s main goal at this stage is to create rapport with the buyer and document the fact that you have completed Stage One: “I have listened to the customer’s needs, and have created an action plan on how to move forward.”

The Recording of Information on Prospect Management is an important part of Fillmore’s commitment to making sure that each customer is receiving satisfaction.  For those agents that are still struggling with the technology part of Customer Satisfaction, we will be offering weekly classes and online tutorials to help you.  Your branch managers have been trained in these techniques and will also provide a demonstration at your weekly sales meeting.

Fillmore Customer Satisfaction Team will contact buyers that have called Fillmore and will ask them the following questions:
Did the agent contact you promptly? How long did it take for them to get back to you?
Did the agent answer your questions satisfactorily?
Did the agent and you come up with a plan to begin viewing properties, or have you seen some already?
How would you rate the Fillmore experience so far?

IT’S YOUR OPTION – EARN OR LOSE?
EARN POINTS: If the customer has a wonderful experience, the agent will earn satisfaction points that will be added to his/her Customer Satisfaction Rating.
LOSE CUSTOMER: If the customer has not had a 100% satisfactory experience so far, they will be asked:
Are you satisfied with this Fillmore agent, or would you like us to refer you to another one?
At this time, if the customer asks to be reassigned, then the buyers originally assigned agent will be notified that the lead was reassigned at the customers request, and they have no rights to this customer furthermore.

We believe that these steps will be the first frontier on our Customer Satisfaction accomplishments.
Agents will step up to the plate and deliver the level of service that the consumer expects and demands.
Fillmore agents will consistently exceed the expectations of the consumer and earn the highest customer satisfaction ratings in our market.

March Forth!
Every customer that calls Fillmore today will be guaranteed to receive SATISFACT10N!
Fillmore agents that are already doing the things mentioned here will benefit the most.
If you’re not up to the challenge, please don’t take a customer and neglect them, but give them to one of the many willing agents that are ready to service each and every customer and treat them the way that they want to be treated…THE FILLMORE WAY!
This is a big step. We are Marching Forth…on MARCH FOURTH, 2010!
Congratulations, and welcome to SATISFACTION!

Thank you all for being a part of taking Fillmore and the real estate industry to the next level.
I’m proud that we have a great team that understands the importance of customer satisfaction, and I look forward to many future successes that will result out of this initiative.
If there are any questions as to how this plan works and/or if you have any suggestions as to how we might make it better, please don’t hesitate to call our Customer Satisfaction Team at 800-528-MORE, or if you prefer, you can contact me at the office 718.907.1103 or directly on my cell phone: 718.926.6140.

You see, it is my goal to make sure that you receive 100% satisfaction as a Fillmore agent also.
All the Best,

John
John P. Reinhardt
President/CEO
Fillmore Real Estate

*The Fillmore Satisfaction Guarantee of $100 will only be taken out at the closing of a sale from a reassigned client.
Since this program is a new one, we reserve the right to evaluate and alter the details for best results without notice.

Follow The Reinhardt Blog to keep up on our complete Customer Satisfaction Initiative as it is rolled out in stages over the next few months.
Future posts will discuss how we handle the following categories:
Open House Buyers
Sellers Currently Listed
Closed Transactions
Sellers That Didn’t Sell Through Us
Buyers That Didn’t Buy Through Us