04/07/05 1

Customer Care Time

Minimum Standards for Customer Care Time

Do and Don’ts

and the New Customer Care Recap Database

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Minimum & Standards Task Force Proposal (11/11/04)

A policy be put in place for new and existing agents to have the following minimum standards.

1. ***** Team Leader to evaluate agents every 90 days for accountability. Team leader discretion to be used for an extension. Factors that will be considered for agents that do not perform will be whether or not they have attended sales meetings, tours, classroom instruction or signed up with an Consultant. A period of 1 year and 45 days will be the maximum time given to agents to produce. At the end of 1 year and 45 day period, non-producing agents will be asked to leave and recommend to them that they be referral agents to someone in the market center.

2. Agents that are not attending sales meetings, tours and classroom instructions not to be listed in the The Creative Living issues.

3. A 90-day period of time be given to complete listed classes. Classes may be completed in a shorter time. Production Coach to consult with agents before allowed to proceed with floor time.

4. A minimum of 2 sales meetings, 2 tours and 2 classes per month for agents that produced at least $1 million.

A minimum of 2 sales meetings, 2 tours and 4 classes per month for agents that have Produced less than $1 million.

A minimum of 2 sales meetings and 2 tours for agents that have capped.

These would be the requirements for floor time. Again, team leader to use discretion about giving any pardon.

5. Each new agents to be assigned an ALC mentor and another mentor, using up line for assigning the the second mentor. The Production Coach is to hold new agents accountable with ALC mentor being responsible for calling one of their new agents every 90 days. The Production Coach is to assist the new agents with their listings and contracts during their first year. ALC Mentors to consult with Production Coach or team leader prior to new Agents’ 90 day review.

6. For the 1st year all new agents must bring all their contracts to the Production Coach for review. If the problem can not be resolved then the broker will be brought in to the discussion.7. The Team Leader has full and sole discretion to amend, pardon or make exception to any and all of the

above. Approve by the ALC – November 11, 2004

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Customer Care Time

Please note Customer Care Calendar and the times you have been assigned. If you can not make your time please find someone to replace you. Call the front desk to see if there is anyone who has requested Customer Care time. It is your responsibility to confirm with that person taking your Care time.

Please notify the front desk of the change in your assigned time.

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Customer Care Time

Do’s:

*be on time.*be setup and ready at the back, workroom computers or the 3 computers in the Hill office.*be ready to work.*If calls are slow then work on lead generation.*Do ask for name and phone number.*Do ask for an appointment*Do ask if they are working with another agent.*Be nice and respectful, you represent the company when you are on the call.*Enter your call results on the Intranet. (See pg5.)

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Customer Care Time

Dont’s:

*Do not be rude.*Never hang up on anyone.*Do not talk bad about another agent or company.*Do not be late for your time.*Do not use the front conference rooms no matter how slow business seems to be. Those rooms must be clear at all times and ready for new business.*Do not be out of place, be at your computer and be ready to take a call.*Do not be just an information source, get their names and get an appointment.

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Customer Care Time

Click on “Customer Care Recap”

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Customer Care Time

Click on “ADD”

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Customer Care Time

Fill in the fields:This can be done during or after your Customer Care time. We will post the results in a log book that will be at the front desk or you can look at the results on the “Intranet”

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Customer Care Time

Customer Calls Into

Office

Bye Bye

Name and Number Call

Back.

Information Source

Or

See Next Page

What do you want to be?

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Customer Care Time

Yes No

Questions

Agent?

Lender?

Who Buyer Agency

Lender Appt.

Home Information they called in on.

Who

If they say...

Call Agent to let them know their client is calling other offices,

“friendly gesture”Appointment

Home to sale first?

Investing?

Where Listing

How Many?

Recruit Agent

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Customer Care Time

Questions

Agent?

Lender?

Are You working with an agent? Who?

Did you now that that when you talk to an agent that they are working for the Seller?

Be careful what you tell them because they owe it to their seller to pass that information on.

What lender are you working ?

I can help you find the program that can save you time and money, when do you want to visit with a lender?

If paying cash, where are you getting your funds?

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Customer Care Time

Questions

Home for sale?

Investing?

Are you renting are buying now?

Do you need to sell your home before you purchase?

Is it currently on the market?

When can I see it? Appointment?

Are looking for investment properties?

Do you own investment property now?

Appointment?