Quality Matters

Congratulations to the QSC Agent of the Month:
Sally Brent
Quality Service Certified® Platinum

“The Quality Service Guarantee has made me perfect my communication with both Buyers and Sellers. I am eager to tell them what QSC offers and always look forward to receiving their feedback from an independent resource. I believe it has made me more accountable which in turn, creates confidence in our clients. For such a minimal investment, QSC provides so many tools to create a differentiation in our world of real estate professionals. I use this program as an integral component when performing listing presentations as well as in our buyers’ consultations. Providing the Quality Service Guarantee is another means to add value as well as continue to receive great referrals from past clients. Thank you for making it so simple and straightforward for us.”
Sally Brent
The Group, Inc, Loveland, CO

Sally Brent is helping to set the new service standard for the industry. Sally has earned her Platinum status by achieving 100% client satisfaction based on her past client service satisfaction evaluations. For more information about Sally, or her Customer Satisfaction Rating, visit her website or go to her QSC profile.

Congratulations to the QSC Agent of the Month:
Toni Morrison
Quality Service Certified® Platinum

“Selling real estate is a process and I love it! It is exciting to assist my clients and help them make informed choices. As we know, choosing the right real estate professional is so important. The Quality Service Certification website, statistical service history reports, and past client referrals are fantastic tools. It lends credibility to me and to the value in the services that I provide. Right from the beginning of our relationship, my clients know that they will be asked to rate my performance through a third party research firm. Now that is accountability!

I received my QSC certification in 2003 and have enjoyed a Platinum status ever since. Treat your client’s right, follow through with what you say you will do and more clients will come. It’s that easy! By offering a written guarantee, what I have found is satisfied clients, repeat business and the best advertising ever, word of mouth referrals. Thanks QSC for keeping me on track and providing the best possible service to my real estate clients!

I recently used QSC to find a real estate professional in another state. Since the results of the performance evaluations are posted on the site, it was easy to find a qualified agent for my clients to work with. There can’t be any better referral product in the United States!”
Toni Morrison
45th Parallel Realty, Elk Rapids, MI

Toni Morrison is helping to set the new service standard for the industry. Toni has earned her Platinum status by achieving 100% client satisfaction based on her past client service satisfaction evaluations. For more information about Toni, or her Customer Satisfaction Rating, visit her website or go to her QSC profile.

Congratulations to the QSC Agent of the Month:
Irene Cosme
Quality Service Certified® Platinum

“I firmly believe that when beginning a relationship with prospects, the best letter of recommendation is inviting them to visit the Quality Service Certification website, where not only they can confirm my Platinum status in customer service satisfaction, but they can also read my client’s testimonials. When engaging with a professional for the first time, it takes confidence in such professional to entrust the transaction, therefore by reading comments on the experience other clients had, new prospects will feel confident in using the services of a Real Estate professional that is accountable for his/her actions. Prospects also know that they will have an opportunity to complete a survey after their transaction concludes and express their opinion so that in turn, other prospects can read their comments also. As a fully dedicated Real Estate professional, I cannot think of a better reward than to read the wonderful comments of appreciation from my clients through the QSC surveys.”
Irene Cosme
Coldwell Banker United, Realtors, Cypress, TX

Irene Cosme is helping to set the new service standard for the industry. Irene has earned her Platinum status by achieving 100% client satisfaction based on her past client service satisfaction evaluations. For more information about Irene, or her Customer Satisfaction Rating, visit her website or go to her QSC profile.

Congratulations to the QSC Agents of the Month:
Diana Segool and Brian Segool
Quality Service Certified® Platinum

“Quality Service Certification is the focal point of our business model and the center of everything that we do. It serves as a benchmark for service with current, past and future clients. QSC ensures that we are constantly evaluating our customer service. By soliciting feedback from our clients we are in a great position to learn what is important to them and make adjustments as necessary based on their feedback. It also shows our past clients that their opinion and feedback is important to us and demonstrates that we are always trying to improve our service. We hope that this will assist in a sense of comfort for repeat business and referrals of friends and family.

We focus many of our marketing materials and presentations with prospective clients on the QSC model. It helps establish trust and credibility and gives buyers and sellers a sense of confidence when choosing to work with you. Handwritten testimonials and survey results is one of our most powerful marketing tools we have and it serves as a validated point of difference to our competitors. Being able to show your track record and satisfaction ratings help establish you as a top tier professional.”
Diana Segool
BOWES GMAC Real Estate, Arlington, MA

Diana Segool and Brian Segool are helping to set the new service standard for the industry. Diana and Brian have earned their Platinum status by achieving 100% client satisfaction based on their past client service satisfaction evaluations. For more information about Diana and Brian, or their Customer Satisfaction Rating, visit their website or go to their QSC profiles:
Diana Segool
Brian Segool

Real estate agent ratings are coming. Why?

1) Consumers want them. Those who deliver what consumers want will win the business.
2) They are good for the industry. Accountability, including agent ratings, has been proven to improve agent performance and customer satisfaction.
3) The best real estate agents (those who consistently do what they are supposed to do) will benefit the most. They will use their high ratings and customer satisfaction to prove they are the best - and gain more business as a result.

Read Larry Romito’s whitepaper on the topic of agent ratings.

Learn the best way to grow your business with Larry Romito on Monday, November 16th (3:30PM).

Transparency and Reputation Marketing
Implement a business system that successfully integrates consumer-centric marketing with business strategies for growth and profitability. Utilize quality service assessment metrics and controls to attract more clients, improve the value proposition, increase service satisfaction and improve client loyalty. Content is of particular interest to brokers/owners/managers and other industry leaders.

MLS executives - don’t miss Larry Romito’s presentation on Friday, November 13th at the NAR MLS Executive Session.

Agent Ratings - How to Play to Win!
A “how to” session on bringing effective resources to MLS members helping them better manage and deliver measurably superior customer satisfaction, service quality and value. The explosive power of performance transparency and higher professional accountability marketed through social networking channels changes the rules of the game forever - impacting customer acquisition, agent productivity, company profitability, risk management and lifetime client retention relationships.

According to data collected by the California Association of REALTORS, the average number of real estate agents California consumers have interviewed before choosing one to work with has increased steadily and dramatically from 2.2 in 2004 to 5.6 in 2009.

As competition has intensified, how can the best agents stand out? Easy, let QSC help you put your reputation first with independently gathered statistics and past customer comments proving your service excellence.

Read about Reputation Marketing or go to the QSC website to get started.

Consumers looking to find the best real estate professional for them should start here.

Susan Swanstrom of Coldwell Banker United, Realtors in The Woodlands, Texas shares a way to learn about past customer satisfaction and service excellence from an independent source: Susan Swanstrom Video.

Visit www.qualityservice.org to find the right real estate agent in your area and search for Susan Swanstrom to learn more about her history of service excellence.

Congratulations to the QSC Agent of the Month:
Cathy Crawford
Quality Service Certified® Platinum

“I was so excited when I heard about the Quality Service Certification, I signed up right away. It has provided me a standard to provide excellent service. And, it has also provided me with third party validation of my success at providing ‘Quality Service’.” To ensure she is always delivering the highest standard of service to her clients, Cathy asks herself, “How would the person that I’d like to be, do the thing I’m about to do?”
Cathy Crawford
Home Team of America, Houston, TX

Cathy Crawford is helping to set the new service standard for the industry. Cathy has earned her Platinum status by achieving 100% client satisfaction based on her past client service satisfaction evaluations. For more information about Cathy and her Customer Satisfaction Rating, go to her QSC profile.