TODAY
We are going to talk about creating an
amazing atmosphere at your company
Today you become the Chief Excellence
Officer at Your Firm!
DO YOU
Do your job as if you are entitled to a job or
do you start each day ready to earn your
position once again?
THERE’S A LOT OF PRESSURE
When you start each day having to EARN
your job all over again!
In fact, this is what owners and managers
face every day.
When they don’t earn their position, agents
leave AND when key staff members don’t
earn their position the result is the same.
LET’S LOOK AT THE 20 TRAITS
Of Employees that create WOW Experiences
for every member of their organization!
1. DEPENDABILITY
They do the job they are supposed to do
every time, and no one has to worry that they
don't deliver the goods.
A GREAT SUPPORT PERSON
Can be counted on to always have their work
done right, when it is supposed to be done -
it is a forgone conclusion that they will, and
no one else has to spend any time worrying
about it.
DON’T
Stop working on a project if you have
questions. Keep the momentum going while
you’re still working!
2. TEAM SPIRIT
Great employees are team players. They
don't constantly seek out attention or hog the
limelight. Rather, a great employee works
with others to make sure that the things that
need to get done do get done, for the good of
the company.
ALIGN YOURSELF WITH THEIR GOALS
The goal of most agents is to get new
business and close it
The goal of your owner/manager is to keep
the agents that are part of the organization
and recruit new ones
Understand what the goals are of everyone
in your company and make sure you are
helping them achieve their goals
THE GOALS OF THE MANAGER/OWNER
Recruit and retain. These are the two main goals of every manager/owner. What are you doing to find new ways to help recruit and retain agents?
Is it possible that you aid in the recruiting and retaining of agents simply by standing up, making eye contact, offering a hot cup of coffee to each person that comes through the door? YOU BETYA!
THE GREAT SERVICE YOU PROVIDE
Can have amazing consequences. Agents
talk!
YOU could be the reason that the next agent
joins your firm.
You don’t ever want to be the reason
someone leaves. Remember, good agents
are made lots of promises by other firms.
3. TAKE DIRECTION
Great employees know how to take direction.
They know how to take criticism, direction
and advice gracefully and make it work for
them when doing their job.
HOW DO YOU HANDLE CRITICISM
Often times when we get criticized we lose
morale. We take offense and we pull back
from the job.
Remember this: If someone takes the time to
criticize you – it’s because they care enough
to help you be better
4. TRUST
Great employees don't spread office gossip
and they don't dish company dirt. Likewise,
they always tell the truth to their employer,
even if it lands them in hot water.
GREAT EMPLOYEES
Also keep the office manager or owner in the
know when there are rumblings within the
office.
5. CONFIDENTIALITY
This of course is strongly linked to number 4.
Great employees always guard the
confidential nature of their business dealings
and protect everyone's privacy.
IN YOUR POSITION
You are probably in the office most of the day. This means you are often the one that knows everything about everyone. Divorce, romances, bankruptcy, affairs, you name it.
Stay out of all of it!
When someone tries to get you involved, simply change the subject! Others will quickly get the hint that you ARE NOT interested in the personal drama of others.
6. PARTICIPATE
Great Employees participate in the day to
day life of the office. They don't bow out of
meetings or skip the office birthday
celebrations. These things may not be a fun
part of working life, and everyone involved
knows that everyone else has some place
they would rather be - but a great employee
wouldn't be any place else.
ASK YOUR MANAGER OR BOSS
Is it ok if I come to this month’s sales rally? Offer to keep track of attendance on a monthly basis.
When you go to the event take minutes
After the event send the minutes out to everyone and share a great tip that you learned from the rally
Hey…even take pictures and post to the social media sites!
OTHER EVENTS
Let your manager know that you want to be engaged with what the agents are going through in their businesses and that you want to be an important part of building company culture
Attend anything and everything your manager will let you attend – RE/MAX sales rallies, training programs, birthday luncheons, open houses etc.
IN FACT
Ask if you can plan some events on your own
For example, offer to organize Learn and
Earn events where you pick a program from
RE/MAX University to play for agents on
Friday afternoon. Have them bring a brown
bag lunch!
This is where you go from being part of a
foundation to being an important part of the
growth of the business.
7. LIKEABILITY
Great employee get along with other
employees. Every office has one person that
is in everyone else's business and talks too
loud on the phone and generally stirs things
up and gets under everyone's skin. This kind
of employee zaps office morale - a great
employee is a good co-worker to everyone.
BE THE POLYANNA
To be likeable you must keep that shiny
disposition at all times.
When others in your office are talking about
other people in the office politely change the
conversation. “How about those Steelers?”
8. COMPETENCE
Great employees have good working skills. It
may sound obvious, but a great employee
has the abilities needed to do their job, and
they constantly seek ways to improve, like
going to training seminars or seeking further
education. Great workers have great skills.
ORGANIZATION
It is important to LOOK organized so that you
gain trust with agents
It is also important that you BE organized.
Do you have great systems for making sure
everything gets done in a timely fashion
Do you have in and out boxes? Do you show
agents your systems? If they know how you
operate it makes life easier for them too!
COMPETENCE IN EMAIL
When writing email correspondence don’t
use shortened text words and don’t use
slang. Keep it professional
9. TACT
Great employees have tact and decorum. If
there is a problem in the office, a great
employee doesn't make a scene in front of
everyone else. A great employee will deal
with such issues with privacy and diplomacy.
Further, a great employee doesn't tell
tasteless, political or religious jokes, nor do
they send emails that tell these kinds of
jokes.
EVEN IF
You are friends with some people outside the
office, ALWAYS keep it professional inside
the office.
10. ATTITUDE
Great employees have a great attitude. Bad
attitudes bring everyone down. A great
employee helps make work great for
everyone else by having a good spirit about
their job.
BEST OF THE BEST
The staff members that are most amazing at
their jobs are always cool under pressure.
You never see them sweat
Remember, being pleasant, upbeat, and
approachable is part of your job! If you bring
personal problems into the office it often
festers negativity.
SMILE
How often do you smile?
Too many people in the world walk around
with a puss on their face. SMILE for God
sake. A simple smile can change the day for
the person who receives it!
A SMILE comes through even on the phone!
IF YOU GIVE AN AGENT
A choice between a staff member that is
ALWAYS pleasant and helpful that isn’t
perfect at the job OR a staff member that is
short with people and always negative, that
is perfect with the rest of the job, they will
always take the pleasant staff member
first…ALWAYS
11. IF YOU MUST USE A SOCIAL NETWORK
Nothing is more discouraging to a manager
or boss than to see that an employee is
posting to Facebook or Twitter during work
hours
Even if it was during your lunch break, it
gives the appearance that you’re not
engaged in the job
BUT
If you really love social networking, become
a stand out employee, by approaching your
boss and asking to be in charge of the office
social network sites!
Start a fan page for your office and post daily
motivational quotes and tips
Teach your boss and the agents how to use
Social Media in their business.
OH…AND
If you wouldn’t friend your mom on Facebook
(due to the nature of what you are posting)
do NOT friend any of your co-workers or your
boss!
12. DRESS FOR THE JOB YOU WANT
According to studies, a person will have
formed an impression of you within 30
seconds of meeting you just by your
appearance. That goes for everyone.
IF YOUR JOB
Is a Creator Of First Impressions think about
the impression that a potential customer
coming in has of you (and the office) when
they are greeted by someone in jeans and a
sweatshirt.
CLASSY NEED NOT BE EXPENSIVE
You don’t have to spend tons of money to
look great!
Be the one that never wears jeans on casual
Friday.
When your boss says “Hey…it’s ok for you to
wear jeans.” Reply, “My job is too important.
I’m in charge of creating first impressions for
this firm.”
DON’T MAKE YOUR BOSS TELL YOU…
If you have tattoos, GREAT, they shouldn’t be
seen at work
If you have a belly ring, GREAT, it shouldn’t
be seen at work
13. BE IN CHARGE OF THE EXPERIENCE
Do you create a REMARKABLE experience
when someone comes in contact with you?
When a client comes through the door (by
client I mean a customer and/or an
agent/staff member of your firm) do you
stand up, smile, approach them and offer
them a drink? Do you show excitement that
they are there?
GO ABOVE AND BEYOND
Do you have a system for creating that WOW
experience ?
Automatically greet everyone that comes in
the door.
Automatically ask agents at the office if you
can order them lunch somewhere
Go out of your way to create an AMAZING
experience for others
HERE’S AN EXAMPLE
An agent at your office calls in to make sure
the paperwork you were working on is ready
so he can come in and pick it up. He says
he will be there in 15 minutes. Instead of just
having the paperwork ready, how about
having the paperwork and a steaming cup of
coffee ready for him.
14. MORE WORK PLEASE
This should go without saying BUT please
don’t ever be caught reading a book, knitting
a hat, or vegetating on the job. THERE IS
ALWAYS MORE WORK TO BE DONE!
DON’T BE AFRAID
To send out an announcement to your people
“Good Morning Team: Let’s make it a great
day! I’d like to help lighten your load. Please
do not hesitate to call on me if you want
some help preparing a mailer, organizing
paperwork, or simply anything. Delegate to
me and you just might be able to go home
early today!”
15. SAVE YOUR FIRM MONEY
You become indispensible when you find
ways to save your firm resources
(time/money)
There are lots a ways to create that job
security for years to come
SAVING RESOURCES
Cleaning: Many firms pay as much as $300-
$700/mo for someone to empty trash cans
and vacuum. Is this something you could do
in less than a few hours per month?
Ordering supplies: Are their vendors that can
provide more value to the firm?
Spend a few minutes each day finding ways
that your firm can save money
16. TAKE ON PET PROJECTS
Monthly motivational book club
5 note cards a day for your manager/owner
Thanks For Cooperating Letters
Organizing a database for your manager/owner
Office perks program – discounts from local vendors for agents and customers
Re-organize something in the office
Office Newsletter
Office blog
Office checklists for success
ONE GREAT EMPLOYEE IN CHICAGO
Took a cell-phone video of an agent that
joined the office who talked about why
RE/MAX was great and sent it to the
manager who was so impressed he posted it
on their company website, blog, and fb fan
page!
17. TAKE AN INTEREST
Take a genuine interest in people around you and the results will be enormous.
Find out what people’s hobbies and dreams are.
Cut out articles, coupons, and events to share with them
18. BE AMAZING
Be unique in how you do your job
Outstanding voicemail message
Be unbelievable when you answer the phone
Have a fantastic email signature
19. RUN A WALT DISNEY OFFICE
Employees at Walt Disney pick up the candy
bar wrapper off the ground even though they
didn’t eat the candy.
WHY? It’s about betterment of the park!
20. SAY THANKS
The unemployment rate today in the US
hovers at 9%. There are lots of people who
need work. The best way to say thanks
every day to your agents, manager, owner is
to give of yourself 110%.
WOW
That's a lot of good traits to try and acquire!
Don't be dispirited if you fail to match up on a
number (but hopefully not all!) of them.
ONE AT A TIME
Just work on them one at a time and you'll
find your career progressing faster than you
would have ever believed possible.
AND MORE IMPORTANTLY
You will have been a key component in
creating an awesome place to work by
creating that WOW experience for everyone