How do you describe a real estate company? Are they dependent, interdependent, or independent? How do you know?

1. Prudential Florida realty:Managing to Customer Service Mgt. 5012 – 21st Century Management Practices Dr. Eleanor Marschke Presented by: Michael Horwitz 3/19/2010 1 Michael Horwitz – MGT 5012

2. Variables in customer service: Promoters – Would recommend Detractors – Would not recommend Net Promoter Score Percentage of promoters less percentage of detractors 3/19/2010 2 Michael Horwitz – MGT 5012

3. About Prudential Florida Realty Wholly owned by WCI Communities, Inc. 2nd largest real estate brokerage company in Florida 33rd largest real estate brokerage company in the United States 40 Offices in Florida – 1,900 agents Franchisee of Prudential Real Estate Associates 3/19/2010 3 Michael Horwitz – MGT 5012

4. Management Theories – the good, bad, and ugly. Dependent - Autocratic Independent - Lazze-faire Interdependent - Democratic 3/19/2010 4 Michael Horwitz – MGT 5012

5. Recommendations Align agents with vision, mission and values. Establish accountability Provide resources Manage to increase Net Promoter Score 3/19/2010 5 Michael Horwitz – MGT 5012

6. In conclusion: