California Association of REALTORS ® Strategic Planning and Finance Forum Being Successful in Today’s Market

1. California Association of REALTORS® Strategic Planning and Finance Forum Being Successful in Today’s Market Quality Service Certification, Inc.

2. California Association of REALTORS® Strategic Planning and Finance Forum Changing Markets – Changing Consumers Require changing business practices Quality Service Certification, Inc.

3. Past success… an obstacle to change. Converse Comes Untied Files for Chapter 11. Will Close 3 Plants. Headlines - The Associated Press

4. Manager/Broker challenges • Profitability and thin margins • Commission compression – discounting • Meaningful differentiation • Recruiting and retention • Productivity improvement • Risk management • Service quality and customer loyalty

5. Agent challenges • Commission compression • Meaningful differentiation • Inefficiencies – systems, processes • More demanding clients • Tougher markets • Need for competitive advantage

6. Consumer challenges • Finding / selecting the “best” service providers • Obtaining value • Seeking an accountable, responsive and reliable service experience • Identifying those who only promise from those who actually deliver • Counting on a “peace-of-mind” experience

7. Defining your business What is it? Who Defines it? Sales Production Service Quality Service Certification, Inc.

8. Provider-Centric vs. Consume-Centric Reality Conflict (goal incongruity) Standards and Metrics Education and Training Awards and Recognition Processes and Systems (all focused on sales and production) Quality Service Certification, Inc.

9. Product - Service Value Formula Q V = P V = Value Q = Quality P = Price Quality Service Certification, Inc.

10. Product - Service Value Formula Q V = P V = Value Q = Quality P = Price Quality Service Certification, Inc.

11. What do consumers want from service professionals? (more than a sale and more than being sold) Consistency Reliability Accountability Responsiveness Quality Service Certification, Inc.

12. We teach, emphasize, recognize and reward the “great promise makers” Consumers seek and prefer “great promise keepers” Neither the industry nor consumers has systems for delineating one from the other Quality Service Certification, Inc.

13. Service quality, service performance and customer satisfaction can be managed even in an independent contractor environment. Quality Service Certification, Inc.

14. The Solution A serious quality service strategy – requires more than just talk Quality Service Certification, Inc.

15. Here’s what it takes: Service delivery training Consumer based standards and metrics Systems and processes Consumer feedback and performance assessment Independent validation of results Quality Service Certification, Inc.

16. QSC® Resources • Standards and systems • Service performance assessment • Independent feedback and validation • Training (live, online, CD-ROM) • Technology: professional and • consumer websites and Q Reports™- • real time consumer feedback

17. Service Process Quality Service Guarantee Satisfaction Survey Performance Reporting Independent Validation QSC® Controlling, Managing, Measuring Service Delivery

19. Does implementing a quality service program in an organization make a difference?

20. Measurable Results • QSC vs. “Traditional” Professionals • 44% increase in very satisfied clients • 69% decrease in dissatisfied clients • 50% increase in likeliness of repeat and referral sales • 400% increase in post closing follow-up

23. “There are three kinds of people in this world: Those who make things happen Those who watch things happen Those who don’t know what’s happening.” Nicholas Murray Butler Nobel Laureate and former President of Columbia University CAR and QSC partnering with you to make things happen.

24. Timing is everything… CAR and QSC Together at the right time and the right place! Quality Service Certification, Inc.