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8 Revolutionary Changes to Customer Satisfaction at Z57
- 1. 8 Steps to CustomerSatisfaction A Real Estate Website Provider’s Transformation into an Acclaimed Internet Marketing and Social Media Company Max Barrett, Former Manager Client Development, Z57 Inc.
- 2. When Looking fora Home 98% of Homebuyers Go Online REALTORS® Need an Online Presence to capture those names and numbers of buyers and sellers
- 3. Z57 Inc. Z57 isDedicated to Providing Results Driven Tools & Training to Real Estate Professionals
- 4. Z57 Customer Perception| 2009 I paid Z57 $433.00 to purchase a web domain and build a web site. They promised 60 "unique visits" which I did finally get. None of these visits turned into leads because the pop-up page where people could send me their contact info was NOT operating. I found this out after paying for several months of service. $99.00 month. Every time I called there was something not working on "the back side of web-site" Customer service was always very nice but incompetent. The site NEVER worked properly and after 4 months I had not received one lead. NOT EVEN ONE!!!! REALTORS® BEWARE. These people do not have it together and it is difficult to cancel. I got ripped off. Do not let this happen to you! REALTOR Ft. Lauderdale, Florida U.S.A. Ripoff Report 06/30/2009 2:26 PM
- 5. Expectations vs Results| 2009 Sales OnDemand Customer Service Production One-on-One, 45 minute verbal interaction with a Production Rep to produce & build client website with minimal site customization: agent name, logo, contact information, and 5 focus cities. Inbound only client inquiries: client retention, marketing support, product training, billing, collections, technical support and traditional client development. One-call to close, cold call process that stated just before asking for the order, “we take care of it all for you.” Clients Questioned Service & Results EXPECTATIONS RESULTS
- 6. BBB Facts Source: SanDiego Better Business Bureau, 77 Complaints from April 2011 to April 2014, Complaint Trends – Last 3 Years
- 7. F → A+within 3 Years… Key Elements to Change: Z57 Core Value ○ Deliver Results Sales Promised: Honesty without Compromise ○ Skilled, Knowledgeable Support Staff: Constant and Never-Ending Improvement ○ Simple Solutions to Client Success: Positive & Inspiring ○ Interactive, Engaging Product Training: Have Fun ○ Client Centric Customer Service: Whatever it Takes
- 8. “Max is athink-outside-the-box leader, team unifier, and goal oriented. His ability to get the job done along with his unique style sets him apart from other managers I’ve worked with.” PHILIP L., Z57 EMPLOYEE
- 9. 8 Revolutionary Changes Tools& Resources Interactive Multi- disciplinary Employee Development ZPro Interactive Webcasts Social Posting Content Team Authored ZProPress Newsletter ZPro Ask the Expert Webcasts Quality of Service BBB Response Strategy
- 10. Tools & Resou rces Interactive Multi- disciplinary Employee Development ZPro Interac tive Webca stsSocial Postin g Conte nt Team Author ed ZProPr ess Newsle tter ZPro Ask the Expert Webca sts Quality of Servic e BBB Respo nse Strateg y BBB Response Strategy ConsistentComplaint Approach: Listen to Client Hear Their Situation Hear Their Need Respond Be Consistent Be Fair Do Homework Carefully Review Client Experience Follow Terms & Conditions Adhere to Contract 1
- 11. Tools & Resou rces Interactive Multi- disciplinary Employee Development ZPro Interac tive Webca stsSocial Postin g Conte nt Team Author ed ZProPr ess Newsle tter ZPro Ask the Expert Webca sts Quality of Servic e BBB Respo nse Strateg y A Personal MarketingCoach • One-On-One Goal Setting • Accountabililty & Results Expectation Setting • 6 Internet & Social Media Marketing Courses • Results Oriented Strategies, proven by over 15000 Real Esate Agents • Focus on Immediate & Long-Term Results • Periodic Accountability Check-Ins • Program Performance Review Tools & Resources Training Topics Facebook Pages Professional Brand Identity Engaging Social Content Online Lead-Gating Growing Social Followers Social Promotion Strategies Traffic Generation Internet Lead Capture Lead Nurturing Call-to-Action Marketing Email Marketing Drip Marketing 2
- 12. Tools & Resou rces Interactive Multi- disciplinary Employee Development ZPro Interac tive Webca stsSocial Postin g Conte nt Team Author ed ZProPr ess Newsle tter ZPro Ask the Expert Webca sts Quality of Servic e BBB Respo nse Strateg y Tools & Resources 2AnInternal Stepwise Process Internal Tools: Production Script & Guidebook Accelerator Activation Script & Guide Daily Action Script & Guide ZPro Interactive Webcast Scripts & Slides
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- 14. Tools & Resou rces Interactive Multi- disciplinary Employee Development ZPro Interac tive Webca stsSocial Postin g Conte nt Team Author ed ZProPr ess Newsle tter ZPro Ask the Expert Webca sts Quality of Servic e BBB Respo nse Strateg y Tools & Resources EngaingClients with Tools: ZPro Interactive Webcasts Ask The Expert Webcasts Recorded Webcasts GoZPro.com – Resource Center Campus – Online Resources HelpCenter – Online How-To Guide Facebook Social Posts ZProPress.com, Monthly Newsletter OnDemand: Phone, Email, Live Chat 2
- 15. Tools & Resou rces Interactive Multi- disciplinary Employee Development ZPro Interac tive Webca stsSocial Postin g Conte nt Team Author ed ZProPr ess Newsle tter ZPro Ask the Expert Webca sts Quality of Servic e BBB Respo nse Strateg y Training & Motivation EmployeeDevelopment Client Retention Internet Marketing Lead Capture Lead Nurturing Objection Handling De-escalation Techniques Trigger Words Social Media & Engaging Content HTML & CSS Search Engine Optimization Promotion Techniques Branding and Logos Leadership & Starting Movements Customer Service CSFs & KPIs Time Management Authoritative Tone Accountability & Coaching Techniques Cushion Value Quesion Real Estate Management & Process S.M.A.R.T. Goal Setting 3 Beyond the Job
- 16. The Result “I'm nota morning person, so it's always a challenge, but I feel better and more awake by the time I get to work. The energy in the office livens me up.” Z57 Customer Service Rep Good. I feel like working with Max is great because we bounce a lot of ideas off of each other and keep the inspiration going. I feel like my brain is always working to figure new ways to keep things fresh. Z57 Customer Service Rep I feel good. I love my coworkers and the environment. I really enjoy speaking to our clients. Overall good feeling. Z57 Customer Service Rep
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- 23. The Result "We couldnot be happier with the results we have gotten since going through the Academy. We have been getting at least 2-3 offers a week off of the leads we have generated through this site.“ William V., REALTOR®, San Diego, CA Hello Max, Many thanks for walking me through what the Buyer must do on the website. This was a first for me and I do so much appreciate what you did for me, so I am able to understand and help my Buyers. Keep up your good work. Take care, and God bless. Mary T., REALTOR®, Z57 Client Max was so great! He helped me to understand how to best utilize my website, helped and walked me through so many of the features. I couldn't have had a better experience.. He was patient, extremely helpful, knowledgeable and very willing to answer all my questions. STELLAR!! Joanne D., REALTOR®, Z57 Client
- 24. Tools & Resou rces Interactive Multi- disciplinary Employee Development ZPro Interac tive Webca stsSocial Postin g Conte nt Team Author ed ZProPr ess Newsle tter ZPro Ask the Expert Webca sts Quality of Servic e BBB Respo nse Strateg y Delivering Quality Service SuccessStrategy Statistical Staffing Approach Active Call Management Lunch/Break Requirments Adhearence to Schedule Rep Expectations Escalation Training Client Retention Training 7
- 25. Tools & Resou rces Interactive Multi- disciplinary Employee Development ZPro Interac tive Webca stsSocial Postin g Conte nt Team Author ed ZProPr ess Newsle tter ZPro Ask the Expert Webca sts Quality of Servic e BBB Respo nse Strateg y Inside 2 weeksconsistently achieved 94% or better Answer Service Factor or the percentage of calls answered within a target ring time. Delivering Quality Service ≥79% +94% Success Strategy Statistical Staffing Approach Active Call Management Lunch/Break Requirments Adhearence to Schedule Rep Expectations Escalation Training Client Retention Training 7 Service Level: 98% Target Answer Time: 15 sec Adherence To Schedule: 90% After-Call Work Time: 15 sec
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- 27. 8 Revolutionary Changes Tools& Resources Interactive Multi- disciplinary Employee Development ZPro Interactive Webcasts Social Posting Content Team Authored ZProPress Newsletter ZPro Ask the Expert Webcasts Quality of Service BBB Response Strategy
- 28. The Result Max wasso great! He helped me to understand how to best utilize my website, helped and walked me through so many of the features. I couldn’t have had a better experience. He was patient, extremely helpful, knowledgeable and very willing to answer all my questions. STELLAR!! JOANNE D., REALTOR®, Z57 CLIENT
- 29. The Result Have moreemployees like Mr. Barrett, he was willing to assist me in a difficult situation. In today's competitive world you need employees that go the extra mile to provide good customer service. Thank you. Helen C., REALTOR®, Z57 Client
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