NEW Bright MLS Enhancements - BHHS's Consumer Strong Branding - Videolicious App - Customer Service Survey
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Sales meeting reviewing some new enhancements to Bright MLS which include how CDOM/DOM are accounted for in the system, Remine which deals with artificial intelligence, and the use of Homesnap PRO to manage your listings. The Videolicious App is available to all BHHS agents and is FREE. Learn how to get up and recording today. The BHHS Network has a new branding theme - 'Consumer Strong' which was highlighted in this month's 'Real Estate Magazine.' And finally, how would you rate your knowledge of Customer Service and what consumer's want. Take the quiz.
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NEW Bright MLS Enhancements - BHHS's Consumer Strong Branding - Videolicious App - Customer Service Survey
- 1. Sales Meeting September 3, 2019 09/03/2019 1 Consumer Strong® North Pointe Office Lancaster, PA Customer Service Bright MLS Enhancements Videolicious App Consumer Strong
- 2. New Faces in the Crowd 2 James Ream Homesale Mortgage 09/03/2019 Melissa Fox Schuylkill Haven Office
- 3. Homesale Complete 3 Dan Ranck NMLS #140989 James Ream NMLS #1598468 Karie Martin Sarah Tompos James White 09/03/2019
- 4. Mitigating Risk in Your Real Estate Practice 409/03/2019 Topics Include: • Cybersecurity • Interactive Fraud/Security Session • Overview of PAR Agreement of Sale 3.5 CE Credits Date: Tuesday, September 17, 2019 Registration: 8:00 – 9:00 AM (breakfast included) Seminar: 9:00 AM – 12:30 PM Location: Dutch Apple Dinner Theatre Cost: $35 All Attendees Must Register Go to Homesale Center and click on the Risk Management Seminar button to register
- 5. Bright MLS Tips & Tricks + Q&A Workshop 509/03/2019 Agenda • Generating Quick Stats with 3 Clicks • Accessing Remine Property Reports • Reverse Prospecting and My Hit Counters • Easily Share Your Listing onto Social Media • Q&A Date: Wednesday, September 25, 2019 Time: 1:00 – 2:30 PM Location: North Pointe Office Training Room
- 7. Bright MLS Enhancements 709/03/2019 1. DOM will start at ‘1’ on the date the listing is entered as ‘Active’ 2. DOM/CDOM will pause for properties listed in ‘Active Under Contract’ status 3. DOM/CDOM will reset when a new listing is added after the previous listing has been ‘Withdrawn’ for 61 consecutive days Changes effective the week of September 4 for all current and historical listings
- 8. Bright MLS Enhancements 809/03/2019 Artificial Intelligence is HERE
- 12. Bright MLS Enhancements 1209/03/2019 Download App on: • During the registration process, make sure you register as an ‘Agent’ • Link your account to Bright MLS • ‘Homesnap’ will become ‘Homesnap PRO’
- 13. Bright MLS Enhancements 1309/03/2019 Bright Listing Management Through Homesnap Pro • Tap the ‘Me’ icon at the bottom of the screen • Tap the ‘My MLS Bookmarks’ • Login to Bright MLS • Listing Edit screen will open
- 14. Videolicious App 1409/03/2019 FREE video production app as part of your affiliation with Berkshire Hathaway HomeServices
- 15. Videolicious App 1509/03/2019 • REsource Center https://www.bhhsresource.com/resour cecenter/ • Marketing REsource
- 16. Videolicious App 1609/03/2019 • Click on ‘Video Creation’ bar • Register by creating a Username and Password
- 17. Videolicious App 1709/03/2019 Download App on: • During the registration process, enter the same Username and Password you used when creating your account in the Marketing Resource • This will link your two accounts
- 18. Videolicious App 1809/03/2019 • All videos will appear in your ‘Library’ on the ‘Marketing Resource’
- 19. Videolicious App 1909/03/2019 • Share your video to social media sites, embed in your website, create a link, or insert into an eCard • Track impact of video by clicking on ‘Activity’
- 20. Consumer Strong® 20 “You cannot be a forever agent, forever broker or forever brand, unless you are relentlessly focused on keeping the consumer’s interest as the top priority.” Chris Stuart, CEO Berkshire Hathaway HomeServices 09/03/2019
- 21. Consumer Strong® 2109/03/2019 • REsource Center https://www.bhhsresource.com/resourc ecenter/ • Marketing REsource • Type ‘Consumer Strong’ into the Search box
- 22. Consumer Strong® 2209/03/2019 Ten different JPG’s to download and share
- 23. Consumer Strong® 2309/03/2019 Ten different eCards to send out • Impact statement with colorful header • Easily revise pre-formatted message • Branded to the agent • Social media icons linked to agent’s sites • BHHS Homesale Realty Logo
- 25. Customer Service 2509/03/2019 • Report originally published in 2012 • Customer service landscape has changed dramatically • Updated and revised to reflect today’s consumer
- 26. Customer Service Quiz 2609/03/2019 1. What percentage of Americans say they’ll consider switching companies after just a single instance of poor service? A. 20% B. 28% C. 33% D. 45% TAKEAWAY: The consumer is becoming less and less tolerant of individuals and companies who don’t cater to them.
- 27. Customer Service Quiz 2709/03/2019 2. Americans tell an average of 15 people about a poor service experience, versus what number of people about a good experience? A. 3 B. 8 C. 11 D. 17 TAKEAWAY: This number is much higher than it was just ten years ago. People are more willing today to recognize those that do a good job.
- 28. Customer Service Quiz 2809/03/2019 3. When it comes to social media, what is the breakdown of people who will post something positive about a good experience versus negative about a bad experience? A. 18% good – 70% bad B. 25% good – 63% bad C. 41% good – 47% bad D. 53% good – 35% bad TAKEAWAY: The rise of social media has increased the number of people who are willing to share their positive experiences. GET ACTIVE ON SOCIAL MEDIA
- 29. Customer Service Quiz 2909/03/2019 4. What percentage of people are likely to switch brands if they find the purchasing process too difficult? A. 24% B. 34% C. 44% D. 74% TAKEAWAY: Making the buying or selling process easier to understand is crucial. What are you doing to make the process easier to understand?
- 30. Customer Service Quiz 3009/03/2019 5. As a group, which of the following are willing to spend the most for great customer care: A. Baby Boomers (born 1946-1964) B. Generation X (born 1965-1980) C. Millennials (born 1981-1996) D. Post-Millennials (born 1997-today) TAKEAWAY: On average, 21% more. Don’t overlook this segment of our population.
- 31. Customer Service Quiz 3109/03/2019 6. What is the #1 reason customers switch away from products and services? A. Feeling unappreciated B. No response after a complaint C. Can’t buy it online D. Quality is sub-par TAKEAWAY: How often do you communicate with your clients before, during, and after a transaction?
- 32. Customer Service Quiz 3209/03/2019 7. When Donors Choose (a platform that allows givers to fund public school classroom projects) sent handwritten thank you notes to half of all recent first- time donors, what percentage of people who received a note were more likely to give again than those who didn’t receive one? A. 16% B. 25% C. 31% D. 38% TAKEAWAY: Are handwritten thank you notes part of your marketing plan?
- 33. Customer Service Quiz 3309/03/2019 8. Which of the following was mentioned as more vital in a customer's positive service experience: Pleasant representative -or- Representative’s knowledge/resourcefulness TAKEAWAY: SMILE!!!
- 34. Customer Service Quiz 3409/03/2019 9. Three quarters of online customers expect help within _____ minutes. A. 15 B. 10 C. 5 D. 2 TAKEAWAY: Speed kills! Do you have a plan.
- 35. Customer Service Quiz 3509/03/2019 10. After one negative experience, what percentage of customers will never do business with that company again? A. 51% B. 41% C. 31% D. 21% TAKEAWAY: In more than half the cases, you don’t get a second chance to make a first impression.
- 36. Customer Service 3609/03/2019 “We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing.” Tony Hsieh Founder and CEO of Zappos
- 37. Customer Service 3709/03/2019 How many of these values could you incorporate into your business?
- 38. About the Presenter 38 Tom Blefko is a broker with over thirty years experience in all facets of the residential and commercial real estate industry including sales, leasing, office management, property management, development, construction, and training. During the course of his career, he has been an award-winning salesperson and assisted other agents in negotiating and closing thousands of real estate transactions. Contact Information: Tom Blefko, Associate Broker Berkshire Hathaway HomeServices Homesale Realty Office: (717) 560-9100 Cell: (717) 587-6600 Email: tblefko@homesale.com 09/03/2019