As REALTORS®, we work for our clients, but we work with other agents, and our interactions with our colleagues can impact our clients’ experience for better or worse. In this session, we will explore building better relationships with other agents with the intent to leverage associations to our client’s advantage…and to our professional benefit, and for the betterment of our industry as a whole.
SLIDES ON EMOTIONAL INTELLIGENCE, HERE!
RECOMMENDED READING:
- Setting the Table: The Transforming Power of Hospitality in Business, by Danny Meyer
- Move Your Bus: An Extraordinary New Approach to Accelerating Success in Work and Life, by Ron Clark
- The Nordstrom Way to Customer Service Excellence, by Robert Spector and Patrick McCarthy
- Be Our Guest: Perfecting the Art of Customer Service, by The Disney Institute with Theodore Kinni
- Delivering Happiness: A Path to Profits, Passion and Purpose, by Tony Hsieh
- The New Gold Standard, by Joseph A. Michelli
- The Starbucks Experience, by Joseph A. Michelli
- Hug Your Haters, by Jay Baer
- The Cult of the Customer, by Shep Hyken
ARTICLES (MORE READING):
- Tony Hsieh Reveals the Secret to Zappos’ Customer Service in One Word (Forbes)
- How Zappos Delivers Wow Customer Service on Each and Every Call (Forbes)
- What Every Business Can Learn from Nordstrom Customer Service (Forbes)
- What the Four Seasons Taught Me About Customer Experience (think company)
- The People Create the Experiences: How Four Seasons Built an Army of Customer Champions (medallia)
- How Can You Approach Customer Service Like the Four Seasons? (customer think)
- Your Customer Service is Your Branding: The Ritz-Carlton Case Study (Forbes)
- If You Want to Improve Your Customer Service, Take a Look at How Ritz-Carlton Does It (Inc)
- Why Did Shoes of Prey Fail? It Listened to Its Customers (smartcompany)
OUR CORE VALUES –> Take a look at Buy Sell Live Atlanta’s Core Values
What is Zappos? Core Values