Top Agent Panel on Culture, Customer Service, Accountability, & Internet Lead Excellence

In today’s episode of the Live UNREAL w/Glover U Podcast, we continue with our top-producing agent panels from the Live UNREAL summit. Today we’re joined by Matthew Miale, Mary Llewellyn, Spring Bengtzen, and Glover U’s Taylor Kerrigan. 

These individuals are not only running some of the most productive teams in the country, but they have also dialed into culture, lead generation, accountability, and customer service. These systems are critical to the long-term growth and success of any real estate business, so their insights are invaluable. 

You will learn from these real estate leaders what it takes to build systems that produce consistent results, and the power of being proactive about the things that move the needle. 

The panelists share:

• Matthew Miale - How to make culture a pillar of the business 
• Mary Llewellyn - How to be persistent with lead generation and grow through accountability 
• Taylor Kerrigan - The power of creating an intentional customer service experience and how we went from 90 to 1000 reviews in 3 years
• Spring Bengtzen - Running a culture of positive accountability and putting mindset front and center of what we do 

 

Quotes 

Standards are just an accepted level of performance that everybody agrees to. -Matthew Miale 

If you don’t have the right hire, you won’t be able to level up. -Mary Llewellyn

When a company starts to grow really fast without the processes outlined first, it’s easy to focus more on getting deals closed, not how the client feels. -Taylor Kerrigan

Real estate is 80% mindset, 20% skills. If our agents don’t believe they can accomplish it, they can’t succeed at a high level. -Spring Bengtzen

 

Key Points 

1. Caring about the customer experience can be a lead generation lever in the business. Instead of spending money on bringing new people into the sales funnel, by creating a better customer experience, you can make the funnel shorter and increase your repeat and referral business. 
2. When agents feel overwhelmed, the first thing they want to do is hire an assistant, but we have to examine our time efficiency first. You have to make sure you can support and sustain an assistant and that you have a clear understanding of what they’ll be doing so they can get a return on that investment.
3. When we know our numbers and get in-tune with our metrics, it’s easier to understand how we can coach and help our agents to achieve their goals, and constantly make the tweaks and adjustments that will make them more productive.