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In This Issue |  |
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Network News Travel Edition |  |
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10 Lessons Learned in France Top 5 1/2 Technologies for the Traveling Agent Where are They Now? Photos from Mexico Satisfaction vs Loyalty and the WOW Factor! By Sheldon Johnston, Edmonton, AB. |
In this issue we unveil our newest feature - Network News Video! Just click the pay button on the video player to learn why you should consider adding video to your web site. Sheldon and I have done a fair bit of traveling this year - San Francisco, Invermere, Toronto, France, Mexico, plus the odd weekend in the mountains. It has been a terrific experience, but it can make running a successful business rather challenging. So, we thought we'd do a special issue of Network News on the traveling theme, with our tips and suggestions for keeping your business afloat while you're on the move. I hope you enjoy. Wishing you all a wonderful holiday season, Sara. |
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Network News Video - A Guide to Online Video, Part 1 |  |
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10 Lessons Learned in France |
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Photos from France |
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In September, Sara and I went to France for two weeks with my daugther Lauren who is 10 years old. Sara's parents, and her cousins with their three kids also joined us for parts of the trip. It was a wonderful experience, and we can't wait to return. We learned a lot about art, culture, achitecture and history, as would normally be expected, but we also learned some life lessons that I thought I'd share with you. 10. Bacon and eggs for breakfast is a western thing. You have to learn to adapt to the culinary habits of your environment. Easier said than done, but being adaptable is one of the key assets of any successful person. 9. You may need a vacation from your vacation. When we returned home it took us much longer to get back up to full speed than we expected. I think the farther you travel, the longer it takes to recoup - if you take a long trip, plan on a few slow days when you get back. 8. Sometimes you have to learn for yourself. Before we went to France numerous people told me how rude the people were there; that just wasn't even close to the experience we had. We found most people were very friendly, patient and willing to listen to our bad Franglish. 7. A good map is essential. One drive to Le Peche Merle through tiny, winding country roads really showed how useless our map was compared to a Micheline map that we borrowed for the drive. Sometime planning your route (be it driving directions or a business plan) requires extra detail. 6. Learn those 10 important phrases. Fortunately for me Sara speaks French, but when she wasn't around those little phrases I did learn were enough to get me by. It made me realize that we have to watch how we talk to the consumer. Our jargon can seem like French to them, and explaining our point clearly can often make the difference of who they chose to work with. 5. There's always room for improvement. No matter where you go you can identify things that are done more efficiently. Learning that lesson then implementing your improvements will only help your business. 4. Plan ahead. Before we got to France we had arranged our rental car, hotels and bed & breakfasts, and how to get to all these places. This made our trip much more enjoyable and saved us inumerable headaches. Planning ahead before you meet a client can save you the aggravation of feeling lost, unprepared or having to wing it. 3. Have a Back Up Plan. Allow time for the unknown and accept that you can't always see and do everything you want to. If you want to impress your clients then be flexible to move off your program to address their needs. This will get you further in the long run than sticking to your presentation. 2. Know when it's a good time to leave. Staying too long can ruin the whole experience. Some times it's better to leave wishing you could stay, than to stay and wish you were home already. When in a client's house it is certainly better to leave them wanting a little more, than have them wish you were gone. 1. Take it easy. Nothing is so serious that you need to get completely wound up. If you're traveling it will ruin your experience and if you're with a client it will make them uncomfortable if you can't relax. Since I wrote this we went to the Canadian conference in Mexico and I feel compelled to ad an item, call it 1A. Excellent Service. Everyone is impressed with good service no matter how its achieved. As a tourist you don't care that the maid is having a bad day and nor does your client who is paying you very well care that you are having a bad day. Great service is loved universally - it can set you apart from the rest and make you harder to forget. |
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New On The Blog |
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Top 5 1/2 Technologies for the Traveling Agent |  |
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Home seller's guide to perfect holiday showings Holiday Ettiquette For Real Estate Professionals New Mortgage Legislation Lowers Minimum Downpayment
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One of the greatest things about this business is the flexibility it offers, and the ability to pick up and travel whenever your heart desires (and budget allows). The tough part is taking care of business while you're away. While some of us have an assistant or partner that we can comfortably leave in charge of our business, many of us need tools to help us work remotely – especially when the partner or assistant comes on the trip with you! So, I've put together my list of the top 5½ tools for the traveling agent. Why 5 1/2? The last tool is only available to people working Alberta and BC, although I'm sure there is something similar out there for the rest of you folks.
2. V-Phone - This turns your laptop into a telephone anywhere you have high speed internet access, with no long distance fees. This is particularly handy when traveling outside of North America, as long distance can be quite pricey. We figure we've saved $700 - $1000 in long distance during our recent trips to France and Mexico with the V-Phone. Oh, and it's small enough to go on your key chain. 3. Portable Internet - This new service from Rogers allows you to get online just about anywhere you can find a power outlet in the major cities across Canada. This means no more paying $15 for the pleasure of using a hotel's internet service, and no need to have memberships with all the wireless providers so you can get online in Starbucks, the airport, and restaurants. Most importantly, you can do a full online presentation right in your clients' living rooms. This has blown our clients away. 4. Laptop - of course, the above technology tools are no good without a laptop. If you don't have one, join the 21st century already! $850 will get you everything you need from Dell or Acer. 5. SmartPhone - Be it a Treo or a Blackberry, Sheldon and I couldn't live without our smart phones. People expect a speedy response to emails, and they are certainly impressed when we reply in minutes. Be careful though, turn off the data functions when you're outside the country, as sending and receiving email on your smart phone will cost a pretty penny. 5½. Homeport Listings - For our readers in Edmonton, Calgary, Vancouver, Fraser Valley, Chilliwack, and Victoria, Homeport listings allows you to view the whole MLS on your cell phone. This is great when you're on the road, and need more info on a listing, and it costs just $200 a year. |
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Photos From Mexico | |
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Where are They Now? |
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Wow, the Coldwell Banker Canada conference in Mexico was a blast! I can't think of a better way to spend a weekend at a resort, or a weekend anywhere for that matter. Next year's conference is back in Alberta, so put away your summer wear, and get ready for beautiful mountain views. The photos below are courtesy of Graham Reid and Jackie Scott, of Coldwell Banker Pinnacle in Toronto - I didn't take a single photo all weekend! (Click on any of the photos below to see a photo presentation).
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Satisfaction vs. Loyalty and the WOW Factor, By Sheldon Johnston | |
2. 20% customer loyalty 3. Who cares – Customers are a real pain Of course, logically I'm thinking of the numbers game and that the 97% satisfaction is definitely the way to go. Then I'm thinking it's a trick question because the disparity is so great it must be loyalty. Then I change my mind its an obvious red hering made to distract me from the reality that 97% customer satisfaction is King. Then the answer came and I must say it took me back, it made so much sense. According to the "21st Century Marketer," a satisfied customer is pleased with your performance but is just as likely to use another brand as they are to try you again. A loyal customer will not only exclusively use your services, but will also promote you to anyone who listens. Sounds logical right? I still needed more and this was the clincher:
So when I related this to my business it just made sense; those loyal customers who have sent me dozens of referrals are my life blood. So it naturally led me to think, what is it that generates loyalty when according to the stats satisfaction alone won't do it? That's when the WOW factor came up - I mean just think about your own loyal customers for a second. There is something that happened in your relationship to wow them, and now they are loyal. It's the wow factor that sticks in their memory when otherwise their experience with you has become just another routine transaction. What are you doing to create that experience for your customers? Whatever it is you do, don't just do it, but WOW them. |
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Final Note | |
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It's that time of year, when things start to slow down just in time for us to get busy celebrating with friends and family. It's also a time of year to start focusing on the year to come. If you're doing some business planning, I suggest you read "Planning Made Easy" from a 
I was floored when I saw the answer to this from Coldwell Banker in the U.S.:
Have an idea for a story or a poll? How about a funny picture?