Edmonton, AB (PRWEB) March 11, 2014
Edmonton-based real estate company, Liv Real Estate, is taking a new spin on performance measurements. Unlike many traditional brokerages, the firm is rewarding customer service and not sales, honouring those employees who demonstrate exceptional customer service, leadership and community involvement. With agents being, on average, three times more productive than the industry standard, Liv Real Estate has experienced huge success with the new awards system and customer-focused culture.
"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.”
Five different types of awards were handed out to 10 employees for their work in 2013. The awards included customer service awards for those who have received customer satisfaction ratings above the national average; top customer service awards for the three employees who had the best customer satisfaction ratings; a founder award for the person who best demonstrated and promoted the company’s brand values throughout the year; a leadership award for the person who demonstrated leadership through community involvement, continuing education and mentorship; and a peer-nominated team builder award.
“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, which is why we created these awards,” said Sara MacLennan, director of marketing, Liv Real Estate. “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."
A focus on the customer experience has been ingrained in the firm’s culture from the start. All 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.
About Liv Real Estate
Originally known as K.W. Johnston Real Estate, the agency was founded in 1975 by Ken Johnston as a small family-owned and operated real estate firm. In 2012 the firm repositioned itself, developed a brand strategy and created its new identity: Liv Real Estate. The firm prides itself in offering agents and clients a unique real estate experience.
For more information, visit livrealestate.ca or edmontonrealestate.pro. Stay up to date with Liv Real Estate news on Twitter @LivRealEstate.