Thoughts on Leadership: Extraordinary Quality Service, Convenience and Value

This week my travels first found me in beautiful Anguilla for the 2019 Berkshire Elite Circle Conference. The exclusive Caribbean oasis—measuring just 16 miles long and three miles wide—is the ideal spot to celebrate the achievements of the top 50 Berkshire Hathaway HomeServices network brokerages … and the illustrious leaders who lead them. Standing among the network’s elite brought to mind an important question: What turns a leader from a front runner into a champion?

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Thoughts on Leadership: Customer Service Matters for Success

By Gino Blefari

This week my travels find me in Northern California, taking meetings, participating in conference calls and digging into the second week of 2018. As an organization, we have very specific Wildly Important Goals (WIGS) to accomplish this year and we’re laser-focused on achieving them.

As part of our 2018 goal alignment, we’re making several changes including switching the name of what was once our Affiliate Assistance Hotline (AAH) to Customer Success Team.

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Thoughts on Leadership: Face-to-Face Leadership

By Gino Blefari

This week my travels find me in Irvine, CA at our HSF Affiliates LLC headquarters for a Sales and Service conference. The conference brought together our sales, service, operations, education and business consulting teams for a collective, three-day event filled with presentations, team-building activities and idea-sharing. As you know, I’m a firm believer in setting Wildly Important Goals (WIGs) and not just setting these WIGS but also limiting them to only the very most important achievements you need to get done. These were our two WIGs for the meeting:

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#11 Thoughts on Leadership: The Importance of Quality Service

By Gino Blefari

This week, while working from California, (average temperature, 85 degrees) I was reviewing Real Living’s Premier Service® 2014 National Customer Satisfaction Results, and I’m happy to announce that for a seventh consecutive year, our Real Living agents scored a 96% customer satisfaction rating, significantly exceeding the industry average. This number speaks to the strength of Real Living’s customer service culture and its hard-working brokers and agents but it also gets to the heart of an issue that must always be top-of-mind for all leaders across any industry: service.

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