Market Center Operations

1. Market Center Operations Do It the Right Way Sherry Lewis

2. Sherry Lewis Tulsa, OK Regional Director, Oklahoma Region Operating Principal, Multiple Market Centers Market Center Operations – Do It the Right Way

3. Please complete an evaluation formfound in the back of your program guide. Market Center Operations – Do It the Right Way

4. The Ten Steps to Operating a Profitable Market Center • Productivity Specific Environment Systems • Staffing Systems • Recruiting and Retention Systems • Education Systems • Coaching, Accountability, and Consulting Systems • ALC Systems • Communication Systems • Technology Systems • Financial and Profit Sharing Systems • Culture Systems Market Center Operations – Do It the Right Way

5. The Keller Williams MVVBP Mission To build careers worth having, businesses worth owning, and lives worth living. Vision To be the real estate company of choice. Market Center Operations – Do It the Right Way

6. The Keller Williams MVVBP Values • God, family, then business. • We believe real estate is a local service business driven by individual real estate agents and their local image with their centers of influence and client base. • We believe our associates should be treated like “stakeholders.” • We believe stakeholder companies always measure profit or loss, open the books, and tell the truth. • We believe who you are in business with really does matter. • We believe profit matters. • We believe no transaction is worth our reputation. Market Center Operations – Do It the Right Way

7. The Keller Williams MVVBP Beliefs (Rules) W – Win-Win — Or no deal I – Integrity — Do the right thing C – Customers — Always come first C – Commitment — In all things C – Communication — Seek first to understand C – Creativity — Ideas before results T – Teamwork — Together everyone achieves more T – Trust — Begins with honesty S – Success — Results through people Market Center Operations – Do It the Right Way

8. The Keller Williams MVVBP Perspective A training and consulting company that also provides the franchise systems, products, and services that lead to productivity and profitability. Keller Williams thinks like a top producer, acts like a trainer-consultant, and focuses all its activities on service, productivity, and profitability. Market Center Operations – Do It the Right Way

9. 1. Productivity Specific Environment Systems The Key Areas of the Productivity Specific Environment • Entry/Reception Area • Client Presentation Rooms (Conference Rooms) • Training Room • Technology Center • Team Leader’s Office • MCA’s Office • Town Square/Café/Break Area • Associate Work Areas • Unique Area Ideas (Lead Generation/Power Hour Area, Lion’s Den, Stand-up Library, etc.) • Power Walk Stations and the KW Experience Market Center Operations – Do It the Right Way

10. 1. Productivity Specific Environment Systems The KW Experience Market Center Operations – Do It the Right Way

11. 1. Productivity Specific Environment Systems The Six Personal Perspectives Market Center Operations – Do It the Right Way

12. 1. Productivity Specific Environment Systems The Power Walk • Make the recruit feel welcome. • Be energetic … but be relaxed. • Train your people. Market Center Operations – Do It the Right Way

13. 1. Productivity Specific Environment Systems Power Walk Stations • Welcome Board and Training Calendar • Portraits of ALC Members • Anniversary Board • Financial Bulletin Board • ALC Bulletin Board • Listing and Sales Boards • Oversized Profit Share Check Close the Opportunity Market Center Operations – Do It the Right Way

14. 2. Staffing Systems The KW Organizational Structure Market Center Operations – Do It the Right Way

15. 2. Staffing Systems Self-funded Positions • Technology Support • Productivity Coach • Agent Services Coordinator • Closing Coordinator Market Center Operations – Do It the Right Way

16. 2. Staffing Systems Staff Appreciation • Semi-annual Celebrations • Pocket Praise • Birthday Cards • Anniversary with the Company • Handwritten Notes • Life Events Market Center Operations – Do It the Right Way

17. 2. Staffing Systems Create Teamwork Rock and Role Rock – Make sure everyone understands precisely what the key goals for the Market Center are. These are your “Big Rocks.” Role – Make sure each team member understands exactly how their job contributes to helping achieve the Market Center’s goals (Big Rocks). Market Center Operations – Do It the Right Way

18. 3. Recruiting and Retention Systems The Ten Recruiting Sources • KW Associates Profit Share Training • Calling to Targeted Database • Books • Educational Events • Networking and Allied Resources • Real Estate Schools • Career Opportunity Events • Social Network Marketing • Direct Mail and Email • Recruiting Advertisements Market Center Operations – Do It the Right Way

19. 3. Recruiting and Retention Systems Needs Analysis How do you uncover what a recruit needs? • Ask great questions. • Listen to the answers. Market Center Operations – Do It the Right Way

20. 3. Recruiting and Retention Systems KW’s Value Proposition – Fill Your Toolbox • Education and Training • Culture • Coaching • Consulting • Events • The History of Keller Williams Realty • The Business Model • Technology • Compensation • Industry Specializations • Profit Share and Growth Share • Health and Wellness Program • Growth • Accomplishments • Your Market Center Closing the Invitation Market Center Operations – Do It the Right Way

21. 3. Recruiting and Retention Systems Retention Systems • Stay in Touch • One-on-One Consulting • Agent of Concern (AOC) • Recognition • Leadership by Walking Around • Support the Associates through Life Events • Handwritten Notes • Leverage eEdge Market Center Operations – Do It the Right Way

22. 3. Recruiting and Retention Systems Sample Exit Interview Questionnaire Market Center Operations – Do It the Right Way

23. 4. Education Systems Keller Williams University Overview • Market Center Training • Leadership Training • Regional Training • KWU Training Support Market Center Operations – Do It the Right Way

24. 4. Education Systems Core Agent Curriculum • Ignite • Lead Generation 36:12:3 Market Center Operations – Do It the Right Way

25. 4. Education Systems Core Agent Curriculum • Buyer Mastery • Seller Mastery Market Center Operations – Do It the Right Way

26. 4. Education Systems Market Center Training Calendar Ten Steps to a World-Class Training CalendarAvailable in the Recruiting Great Agents Toolkit Market Center Operations – Do It the Right Way

27. 4. Education Systems Install World-Class Training in Your Market Center • Meet the Needs of Your Associates • First Analysis May 2012 Market Center Operations – Do It the Right Way

28. 5. Coaching, Accountability, and Consulting Systems Commit to Consulting • Time block. • Require a 4-1-1. • Three strikes and they’re out. Market Center Operations – Do It the Right Way

29. 5. Coaching, Accountability, and Consulting Systems Accountability Model for Consulting Market Center Operations – Do It the Right Way

30. 6. ALC Systems Why Was the ALC Created? • For Team Leaders to hang out with their top people! • So top people could improve their leadership skills. • So top people could get their share of the “gift.” Market Center Operations – Do It the Right Way

31. 7. Communication Systems Communication Within the Market Center • Market Center Weekly • Monthly Newsletter • Blast Emails • Blast Voice Mails • Monthly Calendar • Market Center Intranet • Team Meeting Market Center Operations – Do It the Right Way

32. 7. Communication Systems Team Meeting • Have a powerful reason for the meeting. • Take responsibility for attendance. • Start on time regardless of who is there. • Respect the team’s time. • Never schedule a speaker unless you have personally heard the speaker. • Follow the team meeting outline. • Publish the topics in advance. • Always be positive. • Prepare in advance and get there early. • Be real and interact. • Be attentive. Market Center Operations – Do It the Right Way

33. 8. Technology Systems Market Center Operations – Do It the Right Way

34. 9. Financial and Profit Sharing Systems Market Center Operations – Do It the Right Way

35. 9. Financial and Profit Sharing Systems KW Economic Terms • Closed Sales Volume • Gross Commission Income (GCI) • Paid on Volume • Paid on GCI • Royalties • Company Dollar • KW Approved Costs • KW Profit • Loss Carry Forward • Three Levels of Profit Division • Managed Rate of Return • Profit Sharing • Owner Profit • Below the Line Expense • Pretax Owner Profit Market Center Operations – Do It the Right Way

36. 9. Financial and Profit Sharing Systems KW Economic Fundamentals • Lead with revenue • Keep debt low • Keep overhead and fixed expenses low • KW Chart of Accounts • High volume/low margin • Competitive commission/Cap Co. $ • Fixed expense budget/Few variances • Variances approved in advance Market Center Operations – Do It the Right Way

37. 9. Financial and Profit Sharing Systems KW Economic Fundamentals (cont.) • Review Balance Sheet/Income Statement • Charge office/desk rent • Don’t carry agent receivables • Bill back for consumables • Class operation but no frills • Multi-use space • Separate Deposit and Operating Accounts • Cappers pay KW Approved Costs • Open the books Market Center Operations – Do It the Right Way

38. 9. Financial and Profit Sharing Systems KW Economic Fundamentals (cont.) • Share the decisions • Share the profit • OP can’t be TL • Interdependent model • What you focus on improves • Feedback is the breakfast of champions • Profit is the goal, not the purpose • What correlates with profit matters Market Center Operations – Do It the Right Way

39. 9. Financial and Profit Sharing Systems Profit Share Worksheet Market Center Operations – Do It the Right Way

40. 9. Financial and Profit Sharing Systems Profit Share Worksheet Market Center Operations – Do It the Right Way

41. 10. Culture Systems • Making decisions that are right for the Market Center regardless of individual impact • Taking a stand on an issue that is not popular, but is right • Being the best co-op associate possible; always respecting other associates • Helping someone in the Market Center willingly and with a smile, even though you are busy • Doing something right without wanting to be recognized or acknowledged for it • Paying a struggling associate’s fees anonymously • Complimenting others regularly Market Center Operations – Do It the Right Way

42. 10. Culture Systems • Being a part of the solution and not the problem in a Market Center • Taking the high road on confrontational issues or points of difference • Handling a fellow associate’s business when personal or family illness occurs • Paying a struggling associate’s tuition to a class that may impact the associate’s productivity • Living up to the covenant if you are on the ALC • Representing the Market Center and the company in a positive way—always • Smiling at others in the Market Center regularly Market Center Operations – Do It the Right Way

43. 10. Culture Systems • Staying home if you’re having a bad day attitudinally • Speaking without profanity • Avoiding disparaging remarks about anyone • Committing a random act of kindness every day • Honoring the policies and protocol of the Region regarding recruiting • Giving seven hugs a day • Not recruiting associates from another KW Market Center • Being willing to walk away from a transaction that compromises your principles • Being considerate of the staff Market Center Operations – Do It the Right Way

44. 10. Culture Systems • Paying your Market Center bills on time • Not looking for loopholes in Cap and Royalty payments • Responding to clients’ calls and concerns in a timely manner • Considering the other person’s viewpoint before reacting • Following the model • Being excited about saying, “Would you mind if my Team Leader called you?” • Implementing the Keller Williams productivity systems • Finally creating the budget you know you need for your business Market Center Operations – Do It the Right Way

45. 10. Culture Systems • Not only learning but living the WI4C2TS • Putting God and your family first, and the business second • Understanding that the higher purpose of business is to give, share, and care • Building your level-one Profit Share downline to 15, as soon as possible • Lead generating for three hours every day • Using a monthly Profit and Loss Statement to analyze your real estate business • Hitting your monthly and annual production goals • Profitability in your personal real estate business Market Center Operations – Do It the Right Way

46. 10. Culture Systems What Is Culture? It is an environment where all people are treated with regard and respect. In an environment like this, everybody thrives. When everybody thrives, success shows up in the Market Center’s growth, productivity, and profitability. Market Center Operations – Do It the Right Way

47. Thank You! Please complete an evaluation form found in the back of your program guide. To download a free copy of this presentation, GO TO: www.familyreunion.kw.com/downloads