According to Al Galperin, broker/owner of Real Living CO Properties in Denver, Colo., chair of the Brand Advocacy subcommittee, whose company has achieved a 100 percent customer satisfaction rating, “I don’t know many franchises who allow their broker/owners to be involved in the decision-making process. But with Real Living, we have a voice, and they listen to what we have to say.”
In addition to meeting and exceeding clients’ expectations on a consistent basis, Stravecky, Martinelli, Fox and Galperin are gearing up for continued growth as they head toward the future.
“I’m really excited when it comes to the future of our company,” says Fox, whose firm has achieved a 97 percent customer satisfaction rating. “Now that the market is finally turning around and recovering after many years of being somewhat stagnant, I know we are poised for growth.”
The First Name—and the Newest Name—in Exceptional Customer Satisfaction
In an industry that thrives on repeat and referral business, Real Living was one of the first to realize the importance of reliable customer reviews and agent ratings, and launched its landmark Premier Service® program in 2002, establishing a proven methodology for agents to provide higher levels of customer satisfaction to their customers. The program has been a tremendous success, proven by Real Living’s present nationwide 96 percent customer satisfaction rating, maintained over the past seven years.
Since the customer satisfaction program’s launch, more than 125,000 agent reviews by real customers have been completed. The insight from those reviews led to continual improvements in the program’s processes, training, communications and marketing, while the name remained the same. Now, in recognition of the program’s evolution and improvement, it is gaining a new name, Real Living 360 ServiceSM.
“The name ‘Real Living 360 Service’ does a superior job in communicating the program’s depth, more so than the former name,” McAdams says. “A 360 perspective is one that our agents take when providing service, looking out for their customers from every angle. The name also embodies the 360 circle of communication that’s so vital for real understanding, real service and real satisfaction.
“We’re proud of the heritage of the Premier Service name and are going to give our network the chance to phase it out gracefully over the next several months, but we’re even more proud and excited about where Real Living 360 Service is going to take us,” McAdams adds.
The most important thing about the program, according to McAdams, is the fact that each and every review is authentic, administered by a third party. Real Living broker Galperin agrees, noting that his firm’s 100 percent customer satisfaction rating, and its ability to back it up with actual customer surveys, is what truly separates his company from the competition. “We can’t hide from our reviews,” says Galperin. “It’s who we are, and it’s very powerful.”
Poised for Future Growth
There’s a palpable level of excitement regarding Real Living’s future among the brokers who make up the Real Living network, as well as the executive leadership team. “I believe Real Living is a great network with a fantastic future ahead of it,” says Blefari, “and we’re setting our sights even higher as we continue moving forward.”
With a proud history behind it, solid backing from its parent company and plans in place to expand the brand even further, everyone we spoke with at Real Living is excited about the opportunities the future holds.
“Our brokers and agents want to focus on what they do well, which is running a real estate business, and they need someone they can trust to provide the proper tools and business systems that work behind the scenes. Real Living is the perfect fit to serve brokers and agents like that,” concludes McAdams. “As we show how we’re different—and better—in all the needs and areas that we can serve, we’re going to attract a huge population of brokers and agents who really need ‘The Power of Us,’ but still want ‘The Freedom to Be You.’ If you don’t want to be like everyone else, we understand. Neither do we!”
What Is Real Living 360 ServiceSM and How Does It Fit into Real Living’s Culture?
Real Living 360 Service is an extraordinary program that helps real estate professionals differentiate themselves from the competition, while providing customers with the highest customer satisfaction levels in the industry.
Through it, Real Living agents gain the skills and tools to explain their role, demonstrate their service commitment, and follow through, resulting in greater customer satisfaction.
More than a marketing process, Real Living 360 Service is a business philosophy that acts as the cornerstone of the Real Living culture. Through Real Living 360 Service, brokers and agents create a strong bond of trust with their customers by clearly communicating the value that they deliver.
Real Living 360 Service provides Real Living professionals with the tools they need to act as a trusted advisor, skilled negotiator and local real estate expert, enabling them to take their practice of real estate to the highest level of customer satisfaction and accountability.
Through the Real Living 360 Service program, Real Living enjoys a proven 96 percent national customer satisfaction rating. Franchisees can build on this national rating and enhance it with local results, establishing themselves as undisputed service leaders in their market.
For more information, please visit www.realliving.com.
