Category: Strategies


Unlocking Empowering Beliefs for Success

Beliefs are thoughts in our head that influence our behaviour, attitude and actions. They control how we live our lives. There are two kinds of beliefs; empowering beliefs that allow us to get up in the morning and do what we do and disempowering beliefs which potentially hold us back.

As business coaches, we need to minimise disempowering beliefs that inevitably create roadblocks to achieving success.

Firstly, it is important to instil confidence in our clients that we, as their coach, have the necessary skills and ability to take them to that next level. The confidence ladder is a great tool for this. Every step reinforces your commitment and vision for your client’s future and outlines what they need to do to get there.

The confidence ladder – 5 steps to successStep 1: Your team are committed to utilising the best strategies available.

Step 2: As a business coach, you will ensure they have the best skills to apply those strategies to make it happen.

Step 3: Knowledge – you want them to have a superior knowledge of what they are out to achieve.

Step 4: You want them to have the best scripts and dialogues as to how to communicate that knowledge to achieve amazing results.

Step 5: Mindset – all of the above accounts for 20% of someone’s success and mindset accounts for 80% of success.

The importance of the mind

Step five in the confidence ladder is critical for your clients to appreciate and understand. When the mind travels from the “Can I do it?” state, to an “I can do it!” state, from doubt to purpose, then opportunities will start being seen as possible – and the results will absolutely reflect this.

What can you do to ensure that your clients adopt a positive mindset?

My favourite saying is: A breakthrough almost always follows a break with.

You need to challenge your clients to break with some of their misguided beliefs and open them up to adopting new ways. You can achieve this through a simple 7 step belief change process:

  1. Old belief. When did you decide it?
  2. What are the benefits? There must be benefits if you are hanging on to it.
  3. What are the costs?
  4. Are you prepared to pay the costs?
  5. What is a new empowering belief that will allow you to be effective in this area?
  6. What are the Daily doable actions that will allow us to lock this in?
  7. Conditioning in to habit – how can we achieve this? (aim to achieve one habit/month)

One of your greatest coaching challenges will be to master the internal marketplace of your client’s mind. Tools such as the confidence ladder and 7 step belief change method enhance your ability to shift any negative beliefs and create a more positive mindset, laying the perfect foundation for success.

For further tips and information about our coaching framework, please look at


Simplified Success

Business owners often ask me how they can simplify their operations and achieve results. I get excited when this happens because it means they are putting serious thought in to how to do things better. One of my favourite quotes is: “The power of an idea is in the implementation”. To me this is the most powerful thing business owners can take on board. You can have the best business idea in the world but unless you have figured out how you will put this in to action, you might as well pass it on to someone who will!

How to initiate action:

Most businesses’ are trying to work out the same things:

  • How do we deal with our customers?
  • How do we work effectively as a team?
  • How to we market our business?

When you ask yourselves these questions all at once it can feel overwhelming and exhausting. Instead, I propose you strip things right back and task yourself and your team three things this year:

  • Themes: designate a theme and pinpoint something your business can focus on every month. What can you as a group get better at? It might be connecting with existing clients, making improvements to technology or upgrading marketing materials. Whatever the theme is for the month, get the whole team focused on that one area with the view to create lasting change.
  • Key projects: I’m a firm believer that most people in business attempt to implement too many things all at the one time. Why not slow things down? Implement less things well than a lot of things poorly. Novel idea I know! A good example that I see time and time again is around the use of CRM’s and other technology. Sure, it’s great to have all of these whiz bang technologies…but only if you’re using them to their full capabilities. Why not make that a focus for your team and finally get the return on your investment?! Remember with projects the ‘key’ is to ensure every project has a beginning/middle and an end.
  • Quick wins: are small changes that can be implemented straight away. The beauty of small business is that decisions can be made very quickly. Use that competitive edge and work out one quick win per week that would make a difference to your operation. A good example might be changing the way you answer the phone.

Ultimately the aim of the themes, key projects and quick wins strategy is to create clarity, make some changes and simplify your business for success. I’ve always said ‘a confused mind stalls’. As a business owner it is important to put in place a framework that creates a clear, simple vision for your team. The results will shout for themselves.

For more information about how you can achieve simplified success in your business, contact the team on 1300 273 785.

To check out Australasia’s premier leadership event for Principals, Owners, Sales Managers and Heads of Departments: The Business of Real, click this link now.


Five ways to make 2019 YOUR year

If I get a dollar every time I hear someone characterise the current market as “challenging” or “downturn“ I could retire a wealthy man!

Instead I’m going to share an insight with you, this is an insight that no one seems to be talking about despite the fact that it could take your business to new heights. So, what is this amazing insight I speak of?….drum roll please….BIG plays happen in a changing market! You heard it here first folks! But in all seriousness think about it. If you waste your time and energy worrying about how challenging things are, what’s going to come of it? I predict not much! Instead, what you need to do is focus on the things you can control. Change your thinking, create a clear and achievable business plan for 2019 and find that breakthrough you need to get real momentum back in to your business.

Here are my tops tips to take on 2019:

  1.  New Real Estate Market – It’s time to start viewing our current market conditions as the New Real Estate Market. We need to fit in to the market that is here now. There’s no point in waiting around for a market change – adapt and respond to current market needs. How are you going to help your clients capitalise on this market?


  1.   Performance culture – Benchmark what your team’s performance looks like. This will differ for everyone depending on their career cycle (rising stars, performers, new recruits). Brainstorm with your team in the process of setting the standards of the company. These benchmarks will form the foundation of your performance culture.


  1.   Brilliant team work – Now more than ever is the year to work together as a team to achieve real estate success. None of us are as smart as all of us. We need to play a team game in 2019.


  1.   Clarity of your plan – What are five initiatives you can put in place to take the team forward and achieve great results? Instead of trying to implement too many initiatives poorly, I suggest you focus on just five and do them well.
  2.    Powerful processes – In a business you have people and processes. I see 2019 as being an opportunity to implement powerful processes that will assist your team. How do you get group buy in? Make them relevant and meaningful. Your team will want to know the purpose of why you are putting processes in place so make sure you are clear on what you are trying to achieve before you roll out the process to the rest of the team.

Good luck with the year ahead. As always, the team at Real Estate Results Network are here to help make this YOUR year.



Coaching Framework 6 – Building a results plan of action

In my 30 years of business coaching I have always found the biggest problems arise when my clients get too bogged down in the detail. As such, my mantra has become: Keep It Simple Stupid…but I use the acronym KISS to keep it friendly!

Simple is clear, simple is clarity and simple is, well, simple.

This concept will serve you well when working with your clients to design a results plan of action. My advice? Stick to a one page document that gives your client clear guidance around their goals, projects and any quick wins that could be put in place to help them to move forward at an accelerated pace. Anything more than will end up being just words on a page.

Navigating with GPS: Goals, Plans and Support

From a coaching standpoint a GPS stands for goals, plans and support. Like a regular GPS, a business GPS is designed to help plan your clients journey and get them to their final destination.  It’s a good idea to have two GPS meetings with your clients every year to ensure they are travelling on the right path and to keep them accountable.


It is important that your client understands that simply listing goals is not the end of their plan! Goals should also answer the questions: what do I want to achieve and why?  Remember to include a challenge frame (up or down) in these conversations to push your clients to their full potential.


Ask your clients: how will you get there?  What do you need to do to reach these goals? Remember this is their individual plan so you need to identify the separation between ‘we’ and ‘you’.


The language you use here is key to enforcing accountability. What support would you like from me in order for you to achieve this? As business coaches, it is our role to put the framework and support in place to enable our clients to thrive. But ultimately our clients need to be accountable for what they have committed to.
For further tips and ideas for building results plans of action, contact RERN.

michael-sheargold-real estate-coaching-training

Coaching Framework 4: Retraining the past for greater possibility

Whether you believe you can do a thing or not, you are right.

— Henry Ford

Never a true adage was spoken. I’ve coached a lot of people during the course of my career and one thing I can say with certainty is that the biggest impediment to people reaching their true potential is their own negative self-belief. In fact, as a business coach one of your greatest challenges will be ensuring your clients not only understand this, but believe it.

All it takes is a simple shift in mindset for someone to recognise that their past and current reality doesn’t equal their future. Unless they say so. And that’s a really important point. The power lies within your clients themselves. They have to get on board with the notion that they can use their past experiences but instead of being defined by them, be empowered.

Reframing the past:

A great starting point is to work with your team to reframe the past. Here are few techniques to get you started:  

  1. Your past does not equal your future. Have this conversation with your team and ensure they truly believe in the concept. If they don’t, status quo will prevail.
  2. Probable or possible future? Ask a six year old – what does your ideal house look like? Then ask an adult. You’ll hear very different responses. Kids might describe a house with seven pools, a vending machine and a bowling alley, just to name a few. Adults on the other hand will stick to the more probable response – three bedrooms, two bathrooms, white picket fence yadda yadda *yawn*.

My point here is that when goal setting for our future successes, we need to shift our thinking and focus on possibility, not probably. Coach your clients to have the courage to reach for that big hairy audacious goal, what do they have to lose?

  1. Case studies: Are powerful tools that you should use regularly as part of your coaching armour. They will enable your clients to see or hear someone who has been through what they have been through and achieved remarkable things. Use as much evidence-based studies as you can.  
  2. Fluff busting: Is about breaking down the barriers that are not allowing your clients to move forward and accelerate to a new level. In other words, taking that old way of thinking and reframing it to operate in a different way. Some classic real estate examples:
  3. a) Your client says: “I need to be at every photo shoot or I’m letting my clients down”. Is this an effective use of their two hours? A more productive use of their time would be to spend 10 minutes there and the rest of the time walking around to meet the neighbours. Reframe!
  4. b) Your client gets caught in a deal that hasn’t gone their way. The fact they have missed the deal isn’t so much the issue. The issue is the amount of effort they put in to worrying about that loss in comparison to the effort they put in to going out and finding new business, will have a huge impact.

Your clients need to understand that business is full of swings and roundabouts, and as coaches we need to apply a bit of a ‘get up and get over it’ attitude in order to be achieving more.

  1. Challenge frame: If you see regular patterns emerging from your client that are impeding on their ability to grow, it is likely there needs to be a change in behaviour to reframe past thinking. These can be difficult conversations to have and the technique should only be used if you have the rapport with your client that enables you to engage in a tougher coaching style.  Some examples:
  •        When did you decide that you can only list two properties a month?
  •        When did you decide that it was easier to drop fees as opossed to becoming better at negotiating?

The fundamental driver behind each challenge frame should be: how can I help my client overcome these patterns of behaviour to become more successful?

Tough love

As a business coach it is your role to work with your clients to get the best out of themselves. Sometimes part of that journey means having conversations that challenge them to new ways of thinking and working. Although these conversations at times may seem difficult, they have the ability to transform that person forever. There is no greater reward than seeing your clients producing results that they never thought imaginable, it’s a gentle reminder about why we do this in the first place!

For further information about the business coaching frameworks, please contact the team on 1300 273 785.


michael-sheargold-real estate-coaching-training

The Power of Coaching

The power of coaching has been recognised by leaders and organisations alike as an effective way to develop people and add to bottom line business performance. In fact, a recent study of Fortune 1000 companies using coaching as a development tool reported a range of benefits from increases in productivity, to higher levels of customer service and staff retention.

Essentially business coaching has made the shift from fad to fundamental. As a business leader, it is important that you are prepared for this shift and that you have the skill set needed to effectively coach and develop your team.

Strategies to create an effective coaching relationship

All clients (employees) bring with them a different set of challenges and opportunities so it is important to remember you can’t adopt a ‘one size fits all’ coaching model. That said, there are a number of strategies that underline any effective coaching relationship. These include:

  • Rapport: there must be good rapport between coach and client.
  • Permission: you need to ask and be granted permission to coach a client, essentially creating an agreement between parties.
  • Honesty: there has to be an understanding that you both can work in a place of 100% honesty.
  • Confidentiality: this is assumed but occasionally it is a good idea to reinforce that everything discussed is confidential.
  • Resetting: if to date the coaching relationship hasn’t been ideal, you need to reset the relationship. What have you both learnt from what you’ve done and what can you do differently?
  • Apology: you don’t necessarily have to be wrong to say you’re sorry! In some cases you might apologise because you haven’t been coaching in a way that would make a difference to your client’s growth.  
  • The coaching space: ensure where you coach is the ideal coaching space. Go somewhere where you can focus and not get interrupted. The appropriate coaching space will differ for every client.
  • The best way to work together: have a brainstorm about the best way to work together and commit to that.
  • Frequency: how often will you meet? Make time to meet this commitment.

Understanding the career cycle
For any coaching relationship to be effective, the coach needs to understand why they are coaching and what specific strategies need to be applied. The conversations and strategies will differ depending on the clients’ career cycle. Career cycles can be categorised into three areas:

  1.     Performers:
  • Are well and truly in momentum and know what they need to do
  • Monthly coffee catch up is likely all that is required
  • Conversation needs to be driven from “you are better than that” and “what are you going to do next?”
  • Supercharge them to move in to that direction
  • Recognition will be based on results
  • Whilst we do tend to spend less time coaching performers, it is important to recognise that a 20% improvement in performers will give you more bang for your buck than a 20% improvement in fast starters. So you cannot afford to not have coaching techniques in place for this group.

  1.     Rising stars:
  • Know what they need to do – they need confidence and belief.
  • Fortnightly meeting
  • Conversation needs to be driven from “you can do it” and “I believe in you”.
  • When they hear that they go to another level of performance
  1.     Fast starters:
  • Typically in the first two years of the job
  • Weekly meeting – more regimented in office
  • Conversation needs to be driven from “are you on track?”
  • Recognition will be more based on activity

Business coaching is all about growth, development and achieving goals. Yes, at times it may be challenging, but knowing you are helping people create a roadmap for amazing results and success makes it well worth it!

For further information about becoming a more effective business coach contact the team on 1300 273 785.


michael-sheargold-real estate-coaching-training

Managing Personalities

As a business leader and coach you connect with a variety of people with different goals, motivations and personalities. There is no ‘one size fits all’ coaching model because of this very reason. Instead, you need to be able to tailor and adapt your coaching approach in order to meet the needs of various clients. This can be a difficult skill to master but is aided through an understanding of the four main personality profiles.

Personality profiles

Directive (D)

  •        Driving and decisive
  •        Strong willed
  •        Faced paced
  •        Bottom line results
  •        Like getting to the point

If you’re coaching someone who is a high D, they want to get in to the conversation and the specifics. No table talk. Tasks and results focused. In other words – get to the point!

Thrive on: accuracy and efficient utilisation of time and materials.


  •        Optimistic and outgoing
  •        Very social
  •        Sharing thoughts
  •        Entertaining
  •        Entertaining others

Like Directives, influencers are interested in results.

Thrive on: results and people


  •        Concerned and cautious
  •        Focussed on details
  •        Plan ahead
  •        Accuracy checks
  •        Want how’s and why’s

Thrive on: process and task – quality of checklist that they need to work through on a daily basis.


  •        Sympathetic
  •        Cooperative
  •        Supportive
  •        Good listeners
  •        Like predictability

Happy to do whatever you want to do.

Thrive on: Knowing exactly what is expected of them and the rules or procedures established for accomplishing the objectives. They like people and process.

As a business coach, it pays to invest time and energy in identifying which personality type your client fits in to. The four personality profiles are designed to help you gain greater insight in to what motivates and stimulates individuals in the workplace,  enabling you to more effectively leverage their strengths. By tailoring your coaching approach to each client, you will no doubt become a better judge of how to get the most of their talent and skills and pave the way for a more productive, efficient and motivated workforce.

For further information about how to construct more effective business coaching, please contact the team on 1300 273 785.


michael-sheargold-real estate-coaching-training

Stellar Seller Frames

So you’ve listed the property and you’re on the same team as your client, nothing more to do now but sell and get a result, right?

I’m glad you’re thinking no, well at least I hope you’re thinking no! Sure, a considerable amount of pressure has been lifted however you have opened up a whole new task in the form of campaign management.

Remember it’s not only the result that matters here, it’s the journey.

Get it right, and all of a sudden you create a raving fan for life. Get the journey wrong and (even if you get the pricing result) you will fall short of meeting expectations of providing an unforgettable client experience.

Below are 10 points which I believe will enhance your continued conversation with your clients and help build the momentum you need throughout your campaigns. The 10 Steller Seller Frames will do much more than create a tongue twister, they’ll help you provide your clients with a selling experience to talk about.  

10 Stellar Seller Frames

  1. Setting the scene

Prior to listing the property you were meeting your client on a very different level so now it’s time to re-set the scene. It is likely your client will not remember everything from your listing appointment so take the time to clarify their expectations. In this meeting you will need to come up with a plan for the best way you can work together to achieve your goal of getting the maximum price. Things you may cover this this meeting include:

  •        Communication – how they would like to be communicated with
  •        Offer/auction process
  •        Buyer questions – typical things that will be asked
  •        Open home schedule
  •        Feedback – how they would like to receive feedback.
  1. Consistent feedback

The key to any successful relationship is communication – clear and frequent! Potential ways to communicate with your clients include:

  •       Weekly reports
  •       SMS
  •       Daily calls
  •       Video updates between open homes
  •       Face to face meetings

It’s important to get the mix right here and it will change with every client so be adaptable! 

  1.  Activity review

As part of your communication with your client, ensure you provide regular market updates. This is particularly important during a slowdown in the market. By providing a simple marketplace review you can alleviate any client concerns and provide them with a greater understanding of the market their home is competing in.  

  1. Time blow out

Air any time-blow out concerns with your client in terms of negotiation power shifts.

  1. Evidence

The more evidence you provide will boost your clients’ confidence in your capabilities.

  •       Case studies
  •       Sales results
  •       Media articles – have it in your mix what the media is saying about the market.
  1. Price feedback

This is a moving part and the conversation you need to have will be dependent on how the campaign is tracking.

  1. Buyer feedback

Have a clear buyer feedback mechanism.

  1. I’m on your team

Reiterate to your client that you are on their team and you want to sell their property from the highest point the market will pay.

  1. Offer process

Discuss the keep price – i.e. the price when it is more value for your client to keep property then sell it to achieve their goals.

  1. Goals review

Here we need to look at the goal of the goal. For example if your client is moving they are going to be more focussed on that than anything else. Step in to their shoes and help them in any way you can.

The Stellar Seller Frames are an important framework underlying your sales campaign. The list provide you will a lot of opportunity to capitalise on the sales process and create a sales experience like no other. For further information please call  the team on 1300 273 785. 

michael-sheargold-real estate-coaching-training

Standing out Online: Social Media 101

Social media has fast become a powerful tool for businesses operating in a society that largely handles business online. According to a 2018 Sensis social media report almost eight in 10 people (79%) now use social media. Key factors driving this trend are increasing mobile access and older use adoption, so rest assured this is a figure that will continue to grow.  

The Real Estate industry as a whole, I believe, have a long way to go to capitalise on the role social media plays in consumer communication. Many business owners I talk to say they simply don’t “get” social media. My response is: you don’t need to know how it works, just utilise it in a way to build momentum and effectiveness. It is easier than you think.

Visibility creates credibility

What are you currently doing from a social media point of view? Don’t be embarrassed to say nothing – you’re certainly not alone! But by the end of this article I want you to be open to creating a social media plan – something you can implement this month. It’s no longer an option not having visibility in this space because it is likely that some of your customers will want to get information from you and about you via a social network.

So buckle up and enjoy the social media ride that is taking the world by storm.

Understanding social media

At a basic level, social media can be understood by knowing the channels, dos and don’ts and learning the language of the platform. Here’s a snapshot of each:

  1. Top channels of social media
  •        Facebook remains the largest social media channel with 94% of social media users on the platform.*
  •        Visual Platforms continue to grow in popularity, with Instagram seeing a 15 point jump in users from 31% t0 46%*
  •        18% of social media users use LinkedIn*
  1. The dos and don’ts of social media.


  •        Use a Mix of professional and personal updates, 4-7 times per week
  •        Engage with your followers (like, comment, tag, share information)
  •        Provide value with images, articles, market knowledge


  •        Rant or be negative
  •        Overshare personal information
  •        Ignore comments and likes
  •        Use bad grammar
  1.  Mastering the language

Remember it’s social media, not business media so anything you post should reflect that. Other terms you need to be across:

  •        Like – I enjoyed your content
  •        Status – allows you to post updates
  •        Tag – identifies a person

Social media strategy

A social media strategy defines how your organisation will use social media to achieve its communications aims, and the supporting platform and tools needed to achieve this. It can be broken down in to five main focal points:

  1. Establish goals
  •        What do you want to get out of social media?

–        Deepen existing relationships?

–        Highlight your competencies?

–        Stay on top of mind?

  1. Narrow your focus – pick two or three channels to master. As a minimum I would recommend focusing on Facebook, Instagram and LinkedIn.

  2. Develop a content plan
  •        Create a repository of content that:

–        Provides value

–        Encourages engagement

–        Builds trust

  1. Schedule/interact/monitor
  •        Set aside 10 minutes every morning and afternoon for social media
  •        Set a goal – engage with one person each day on a social media platform

  1. Track and measure how you’re going
  •        Take time to look at your reach, engagement and growth per month

Social media has tremendous value for anyone looking to build awareness of their business, foster prospective customers and establish themselves as an expert in their industry. For further information about how you can make social media work for your business or to request a copy of our Social Media Strategy Guide, contact the team on 1300 273 785.

michael-sheargold-real estate-coaching-training

The future of real estate: consumer choice and customer experience

Having worked in the real estate industry for more than 20 years, Leanne Howard knows a thing or two about the importance of customer experience (CX). In her current role as Head of Growth and Client Engagement at RERN, Leanne has provided valuable insights in to the future of real estate and the role CX will play in the industry.

I sat down with Leanne to find out more.

The real estate industry has faced heavy criticism in the past when it comes to creating good client experiences, why do you think that is?

I really think it all comes down to being able to offer consistency. As an industry we are not traditionally good at that. A client’s experience is very much dependant on either the agent or property manager they deal with. This means it can vary from brand to brand, office to office or agent to agent. I’m yet to see a real estate brand that offers consistent, exceptional on-brand experience which astounds me given the cost of poor performance can be considerable!

What is the cost agencies will pay by not offering exceptional service?

In a nutshell loss of income – from sales, from referrals and from management fees.

A 2016 study conducted by CoreLogic found that 62% of tenants would never recommend their agency and 39% of landlords would not sell through their agency. Here you have both sides of the client base saying they would not use or recommend their property managers services. These stats are, and should, be really concerning. We’re talking about more than $3.5 billion in commissions that are up for the taking so we have to take that extremely seriously. We need to do better.

Do you think CX is an area that franchise owners are seriously why/not?

I think more and more business owners are understanding that people don’t put up with bad service anymore. Moreover, they are seeing the benefit of offering exceptional service to clients. The emergence of low cost competitors have prompted everyone to look at their offering more closely.  But what we really need to aim for is creating a consistent customer journey, not just a once-off great experience. You want your brand to strive to be like an Apple, Disney or Four Seasons – not matter where you go you will experience a consistent customer experience with these brands. No one in real estate is doing this yet.

So, what can business owners do to become more like an Apple or Disney?

  1.  Map out a journey: from initial contact right through to post transaction. What does the journey look like for your clients?       How do you make it easy for them to work with you? How do you surprise and delight them at every point in that journey? Most importantly, how do you show consistency?
  2. Benchmark: look around. Who is setting the benchmarks in the industry? Who are doing the best opens? Settlement gifts? In-office? Find out who is the best of the best and then make that your new standard.
  3. Show empathy: in real estate you are dealing with someone’s biggest asset. It’s their home, their shelter and the safest place in the world for them so it’s important to understand that. How in the customer journey do you acknowledge and show empathy towards that?

Two great examples:

Di Jones: Every customer who sells or buys through Di Jones gets eight hours of free packing with a packing company. A fantastic example of how they have looked at the pain point (of moving) and created a solution to make the journey easier for their customers.

Harcourts: When people buy a home one of the first things they want to do is show it off to family, friends of even get a few trades in. The challenge with this is that there often is a 6-8 week settlement period and most agents won’t give you access to the home. As part of the vendor contract, Harcourts now include a provision that allows the buyer a three hour visit to the home in the first two weeks after exchange!

Those are the sorts of things that are making things easier and creating memorable experiences for clients.

What us the best way to train your staff to provide exceptional service?

I would say rather than training, the most important thing you can do is work with your team to design the client journey. Look at all of your touch points, how do you enhance these? Some of the solutions will be automated and some will rely on support staff or agents but ensure everyone is across what their role in the journey is.

I would also suggest to have a list of office promises i.e. this is what we always do with clients, this is what we never do. Include in that a ‘no negotiable’ list – i.e. we always return calls or emails within 24 hours.  

How can agencies track their success in CX?

There are multiple ways to track your success in the CX space.

  •        Repeat and referral rates give you a great indication of how well you do
  •        For property management you might look at the longevity of the client and repeat or referral business
  •        Adoption of other services ie loan services, property management
  •        Net promoter score system ie Real Satisfied – a survey is sent after every transition for instant feedback
  •        Online comments or testimonials

In addition to all of those measurement tools, I am a huge fan of creating an advisory board. Gather current or previous clients together once or twice a year and find out from them how you can do better.

 For further information about the direction of CX the vital role it could play for your agency, contact the team on 1300 273 785.