This document discusses 20 traits of excellent support personnel who help create a "WOW" experience for their organization. These traits include dependability, team spirit, taking direction well, maintaining trust and confidentiality, participating in company events, being likeable, competent, tactful, and having a positive attitude. It encourages support staff to go above and beyond, save the company money, take on extra projects, take interest in others, and say thanks daily through hard work. The overall message is that by developing these traits one at a time, support personnel can progress their career and be a key part of an exceptional workplace culture.

1. Support PersonnelCreating Organizations That Wow

2. Today We are going to talk about creating an amazing atmosphere at your companyToday you become the Chief Excellence Officer at Your Firm!

3. Do YOU Do your job as if you are entitled to a job or do you start each day ready to earn your position once again?

4. There’s a Lot of PressureWhen you start each day having to EARN your job all over again!In fact, this is what owners and managers face every day. When they don’t earn their position, agents leave AND when key staff members don’t earn their position the result is the same.

5. The Fish! Principle Where you become the one in charge of a GREAT Experience at your firm!

6. Let’s Look at the 20 TRaitsOf Employees that create WOW Experiences for every member of their organization!

7. 1. DependabilityThey do the job they are supposed to do every time, and no one has to worry that they don't deliver the goods.

8. A Great Support PersonCan be counted on to always have their work done right, when it is supposed to be done - it is a forgone conclusion that they will, and no one else has to spend any time worrying about it.

9. Don’tStop working on a project if you have questions. Keep the momentum going while you’re still working!

10. If you want toCreate a WOW experience for all of your team members remember the UPOD Principle.

11. ALWAYS, ALWAYS, ALWAYSUnder PromiseOver Deliver

12. 2. Team SpiritGreat employees are team players. They don't constantly seek out attention or hog the limelight. Rather, a great employee works with others to make sure that the things that need to get done do get done, for the good of the company.

13. Align yourself with their goalsThe goal of most agents is to get new business and close itThe goal of your owner/manager is to keep the agents that are part of the organization and recruit new onesUnderstand what the goals are of everyone in your company and make sure you are helping them achieve their goals

14. Here’s a great example of Team

15. The goals of the manager/ownerRecruit and retain. These are the two main goals of every manager/owner. What are you doing to find new ways to help recruit and retain agents?Is it possible that you aid in the recruiting and retaining of agents simply by standing up, making eye contact, offering a hot cup of coffee to each person that comes through the door? YOU BETYA!

16. The great service you provideCan have amazing consequences. Agents talk!YOU could be the reason that the next agent joins your firm.You don’t ever want to be the reason someone leaves. Remember, good agents are made lots of promises by other firms.

17. 3. Take directionGreat employees know how to take direction. They know how to take criticism, direction and advice gracefully and make it work for them when doing their job.

18. How Do you handle criticismOften times when we get criticized we lose morale. We take offense and we pull back from the job.Remember this: If someone takes the time to criticize you – it’s because they care enough to help you be better

19. 4. TrustGreat employees don't spread office gossip and they don't dish company dirt. Likewise, they always tell the truth to their employer, even if it lands them in hot water.

20. Great EmployeesAlso keep the office manager or owner in the know when there are rumblings within the office.

21. 5. confidentialityThis of course is strongly linked to number 4. Great employees always guard the confidential nature of their business dealings and protect everyone's privacy.

22. In your positionYou are probably in the office most of the day. This means you are often the one that knows everything about everyone. Divorce, romances, bankruptcy, affairs, you name it.Stay out of all of it!When someone tries to get you involved, simply change the subject! Others will quickly get the hint that you ARE NOT interested in the personal drama of others.

23. 6. participateGreat Employees participate in the day to day life of the office. They don't bow out of meetings or skip the office birthday celebrations. These things may not be a fun part of working life, and everyone involved knows that everyone else has some place they would rather be - but a great employee wouldn't be any place else.

24. Ask your manager or bossIs it ok if I come to this month’s sales rally? Offer to keep track of attendance on a monthly basis.When you go to the event take minutesAfter the event send the minutes out to everyone and share a great tip that you learned from the rallyHey…even take pictures and post to the social media sites!

25. Other eventsLet your manager know that you want to be engaged with what the agents are going through in their businesses and that you want to be an important part of building company cultureAttend anything and everything your manager will let you attend – RE/MAX sales rallies, training programs, birthday luncheons, open houses etc.

26. In factAsk if you can plan some events on your ownFor example, offer to organize Learn and Earn events where you pick a program from RE/MAX University to play for agents on Friday afternoon. Have them bring a brown bag lunch!This is where you go from being part of a foundation to being an important part of the growth of the business.

27. Plan EventsThat have value for your team and don’t cost the company $$$

28. 7. likeabilityGreat employee get along with other employees. Every office has one person that is in everyone else's business and talks too loud on the phone and generally stirs things up and gets under everyone's skin. This kind of employee zaps office morale - a great employee is a good co-worker to everyone.

29. Be The PolyannaTo be likeable you must keep that shiny disposition at all times.When others in your office are talking about other people in the office politely change the conversation. “How about those Steelers?”

30. The gratitude board

31. 8. CompetenceGreat employees have good working skills. It may sound obvious, but a great employee has the abilities needed to do their job, and they constantly seek ways to improve, like going to training seminars or seeking further education. Great workers have great skills.

32. OrganizationIt is important to LOOK organized so that you gain trust with agentsIt is also important that you BE organized.Do you have great systems for making sure everything gets done in a timely fashionDo you have in and out boxes? Do you show agents your systems? If they know how you operate it makes life easier for them too!

33. Competence in emailWhen writing email correspondence don’t use shortened text words and don’t use slang. Keep it professional

34. 9. TactGreat employees have tact and decorum. If there is a problem in the office, a great employee doesn't make a scene in front of everyone else. A great employee will deal with such issues with privacy and diplomacy. Further, a great employee doesn't tell tasteless, political or religious jokes, nor do they send emails that tell these kinds of jokes.

35. EVEN ifYou are friends with some people outside the office, ALWAYS keep it professional inside the office.

36. 10. AttitudeGreat employees have a great attitude. Bad attitudes bring everyone down. A great employee helps make work great for everyone else by having a good spirit about their job.

37. Best of the bestThe staff members that are most amazing at their jobs are always cool under pressure. You never see them sweatRemember, being pleasant, upbeat, and approachable is part of your job! If you bring personal problems into the office it often festers negativity.

38. SMILEHow often do you smile?Too many people in the world walk around with a puss on their face. SMILE for God sake. A simple smile can change the day for the person who receives it!A SMILE comes through even on the phone!

39. If you give an agentA choice between a staff member that is ALWAYS pleasant and helpful that isn’t perfect at the job OR a staff member that is short with people and always negative, that is perfect with the rest of the job, they will always take the pleasant staff member first…ALWAYS

40. 11. If you must use a social networkNothing is more discouraging to a manager or boss than to see that an employee is posting to Facebook or Twitter during work hoursEven if it was during your lunch break, it gives the appearance that you’re not engaged in the job

41. BUTIf you really love social networking, become a stand out employee, by approaching your boss and asking to be in charge of the office social network sites!Start a fan page for your office and post daily motivational quotes and tipsTeach your boss and the agents how to use Social Media in their business.

42. OH…ANDIf you wouldn’t friend your mom on Facebook (due to the nature of what you are posting) do NOT friend any of your co-workers or your boss!

43. 12. Dress for the job you wantAccording to studies, a person will have formed an impression of you within 30 seconds of meeting you just by your appearance. That goes for everyone.

44. IF Your JobIs a Creator Of First Impressions think about the impression that a potential customer coming in has of you (and the office) when they are greeted by someone in jeans and a sweatshirt.

45. How Would you feel If you went to your bank and all the tellers were wearing jeans and sweats?

46. Classy need not be expensiveYou don’t have to spend tons of money to look great! Be the one that never wears jeans on casual Friday.When your boss says “Hey…it’s ok for you to wear jeans.” Reply, “My job is too important. I’m in charge of creating first impressions for this firm.”

47. don’t make your boss tell you…If you have tattoos, GREAT, they shouldn’t be seen at workIf you have a belly ring, GREAT, it shouldn’t be seen at work

48. 13. Be in charge of the experienceDo you create a REMARKABLE experience when someone comes in contact with you?When a client comes through the door (by client I mean a customer and/or an agent/staff member of your firm) do you stand up, smile, approach them and offer them a drink? Do you show excitement that they are there?

49. GO ABOVE AND BEYONDDo you have a system for creating that WOW experience ?Automatically greet everyone that comes in the door. Automatically ask agents at the office if you can order them lunch somewhereGo out of your way to create an AMAZING experience for others

50. Here’s an exampleAn agent at your office calls in to make sure the paperwork you were working on is ready so he can come in and pick it up. He says he will be there in 15 minutes. Instead of just having the paperwork ready, how about having the paperwork and a steaming cup of coffee ready for him.

51. 14. MORE WORK PLEASEThis should go without saying BUT please don’t ever be caught reading a book, knitting a hat, or vegetating on the job. THERE IS ALWAYS MORE WORK TO BE DONE!

52. Don’t be afraidTo send out an announcement to your people “Good Morning Team: Let’s make it a great day! I’d like to help lighten your load. Please do not hesitate to call on me if you want some help preparing a mailer, organizing paperwork, or simply anything. Delegate to me and you just might be able to go home early today!”

53. 15. Save Your Firm MoneyYou become indispensible when you find ways to save your firm resources (time/money)There are lots a ways to create that job security for years to come

54. Saving resourcesCleaning: Many firms pay as much as $300-$700/mo for someone to empty trash cans and vacuum. Is this something you could do in less than a fewhours per month?Ordering supplies: Are their vendors that can provide more value to the firm?Spend a few minutes each day finding ways that your firm can save money

55. 16. Take on Pet projectsMonthly motivational book club5 note cards a day for your manager/ownerThanks For Cooperating LettersOrganizing a database for your manager/ownerOffice perks program – discounts from local vendors for agents and customersRe-organize something in the officeOffice NewsletterOffice blogOffice checklists for success

56. One Great Employee in ChicagoTook a cell-phone video of an agent that joined the office who talked about why RE/MAX was great and sent it to the manager who was so impressed he posted it on their company website, blog, and fb fan page!

57. 17. Take an interestTake a genuine interest in people around you and the results will be enormous.Find out what people’s hobbies and dreams are.Cut out articles, coupons, and events to share with them

58. 18. BE AMAZINGBe unique in how you do your jobOutstanding voicemail messageBe unbelievable when you answer the phoneHave a fantastic email signature

59. 19. Run a waltdisney officeEmployees at Walt Disney pick up the candy bar wrapper off the ground even though they didn’t eat the candy.WHY? It’s about betterment of the park!

60. 20. Say thanksThe unemployment rate today in the US hovers at 9%. There are lots of people who need work. The best way to say thanks every day to your agents, manager, owner is to give of yourself 110%.

61. WOWThat's a lot of good traits to try and acquire! Don't be dispirited if you fail to match up on a number (but hopefully not all!) of them.

62. One at a timeJust work on them one at a time and you'll find your career progressing faster than you would have ever believed possible.

63. And more importantlyYou will have been a key component in creating an awesome place to work by creating that WOW experience for everyone

64. Support PersonnelCreating Organizations That Wow