We're taking a new spin on performance measurements. Unlike any other brokerage we're aware of, we give out awards for service, not sales. Last week we gave out awards to Liv Real Estate Associates who demonstrate exceptional customer service, leadership and community involvement.
"Our awards program sets us apart from others in the industry,” said Sheldon Johnston, broker and owner, Liv Real Estate. “We focus on the customer experience because if you do an excellent job, your clients will come back, and they will recommend you to others. Our agents all understand that the customer is our number one priority, and we reward those who go the extra mile.”
We find that our customers are not interested in how our agents rate in sales, they want to know that they will be taken care of. We believe that you are what you measure. If you measure sales, you're just sales people. If you measure your client's level of satisfaction, you can become a trusted advisor and will see your clients return.
Five different types of awards were handed out to Liv Real Estate Associates for their work in 2013.
Top Customer Service Awards
The top customer service award is given to the three Liv Real Estate Associates with the highest customer satisfaction ratings. We truly believe the most important thing we can measure is our clients’ satisfaction. Our top customer service award winners all receive praise from their clients for their patience, professionalism, knowledge, and honesty. Our Top Customer Service Award Recipients for 2013 are: Bill Bhamra, Cynthia Leal Chiang & Richard Widynowski.
Team Builder Award
Selected by Liv Real Estate Associates, the team builder award goes to the Associate that others turn to for help. Whether it’s advice, encouragement, or support, this person is there when others need them. Bill Bhamra was chosen by the team as the Team Builder Award recipient for 2013.
The Leadership Award
The While maintaining a high level of production, the recipient of the Leadership Award demonstrates leadership through community involvement, continuing education, participation at office meetings, and being a mentor to other agents in the office. The winner of this year’s Leadership Award attended numerous training courses offered by the REALORS® Association of Edmonton, the City of Edmonton and the University of Alberta. He is involved with his community league and even created a user-based web site for his community. He was elected by the RAE Membership to the Member Services Committee in 2013. His clients love him and his customer satisfaction survey results are excellent. The Leadership Award recipient for 2013 is Nathan Mol.
Liv Real Estate Founder’s Award
The Founder's Award is given to a Liv Real Estate Associate that best demonstrates and promotes our brand values during the course of the year. Our brand values include: Innovation, Encouraging, Informative, Fun, Visionary, Results Oriented, Highly Ethical, Passionate, Trustworthy, Proactive, and Professional. The winner of this year’s award is a consummate professional, and certainly reflects our brand values. Justin Tazi is the recipient of the 2013 Founder’s Award.
Customer Service Excellence
Customer Service Excellence Award recipients must have received a minimum number of positive satisfaction surveys, and they’re overall customer satisfaction rating must be above the national average. The Customer Service Excellence Award recipients are: Corey Sylvester, Mira Wannous, Travis Dochuk, Cynthia Leal Chiang, Nathan Mol, Tonya Brown, Beverley Hasinoff, Richard Widynowski & Bill Bhamra.
A focus on the customer experience has been ingrained in the firm’s culture from the start. All our agents are members of RealSatisfied, an online service that allows customers to rate an agent on three key performance indicators: customer satisfaction, agent performance and recommendation. Customer ratings and testimonials are available on each agent’s bio page, and now customers will also be able to identify those agents who have received awards for their exceptional service.