The 2009
MAR Convention and Expo is fast approaching! This year’s Convention will be held October 7-9 at the Grand Traverse Resort & Spa in Traverse City, Michigan. As in previous years, one of the biggest highlights during the MAR Convention and Expo is the RPAC Silent Auction. Local REALTOR® associations from around Michigan generously contribute items and gift baskets which grab the attention of everyone who attends, while also helping raise RPAC dollars critical to safeguarding the real estate industry. The success of the auction is only as good as the items donated by our local associations and past contributions by each local association have been outstanding! We would love to have 100 percent participation from each of our boards, and if there is anything the MAR can do to help accomplish this, please let us know. As a reminder, local associations also have the option of making an
RPAC II corporate contribution toward the Silent Auction in lieu of a basket or item. The contribution can come from either the local boards or their Multiple Listing Service (MLS). The MAR Auction Task Force and MAR staff will then buy items for the bidding with the local association corporate contribution. The locals will still get full credit for their contributions at the Auction.
RPAC II Contributions should be sent to the MAR offices, attention Brad Ward by Friday, October 2nd.
Please let your designated Field Staff know if they can assist in getting your item or association contribution to this year’s convention, or if you have any questions:
Doug Merriam, West Michigan Field Director:
dmerriam@mirealtors.com
Amy Daunt, Central and Northern Michigan Field Director:
adaunt@mirealtors.com
Michelle Brant, Southeast Michigan Field Director:
mbrant@mirealtors.com
MAR’s 2009 Convention & Expo is quickly approaching, and time is running out to take advantage of early registration rates. With close to three weeks away from the early registration rate deadline, be sure to remind your members not to miss out on Convention savings. Below are a few points to highlight in member communications, to increase your local’s presence at this year’s Convention. For full registrations, all Convention attendees receive:
- Access to entire schedule of knowledge sessions. Wednesday – Friday enjoy three days of a knowledge packed agenda, with subjects ranging from social media to pricing strategies, foreclosures to identity protection.
- Access to networking events. The Convention schedule offers an array of networking events, including the Welcome Reception in the expo, following the Grand Assembly – an upbeat way to celebrate the Convention & the real estate industry! Also attend the Happy Hour in the Expo & the REALTOR® Royale, a Convention favorite on Thursday evening – dancing, drinks & networking with a fall harvest theme!
- Continuing Education & McClelland & Anderson’s Legal Update. A great course to attend each year, attend the legal update at MAR’s Convention in coordination with your other educational and CE needs. So far, MAR is offering 26 CE credits, with more to come.
Members can register for as low as $139*. For an entire schedule of events, and more information on why you should attend MAR’s 2009 Convention & Expo, visit the
Convention Web site today!
Register Now!
By Nancy Friedman, Telephone Doctor - MAR 2009 Convention & Expo Speaker
Almost anyone who’s been in a customer service position has had the opportunity of running into either an irate call or person...or a situation that, shall we say, is not pleasant. And even though it may not even be our fault, we still need to know how to recover the situation. Here are the Telephone Doctor’s 7 Steps to Service Recovery that will help make your day a better one!
It IS your responsibility. If you have answered the phone on behalf of the company, you have indeed accepted 100% responsibility. At least that’s what the caller/customer believes. So get off the "it’s not my fault" syndrome. And get on with the "what can I do for you?" position.
"I’m sorry" DOES work. Every once in a while, I hear from a CSR that tells me they don’t feel they should say "I’m sorry" when it wasn’t their fault. Well, as stated above, in the customer’s mind, it is your fault. Saying you’re sorry won’t fix the problem, but it definitely does help to defuse it immediately. Try it. You’ll see.
Empathize immediately. When someone is angry or frustrated with your company, the one thing they need is someone to agree with them, or at least feel they’re being understood. Be careful, though: "I know how you feel" is NOT a good thing to say unless you have been through exactly what they have experienced. Try – "That’s got to be so frustrating" or "What an unfortunate situation."
IMMEDIATE action is necessary to make a service recovery. Don’t make a customer wait for good service. Get whatever it is they need to them immediately. Overnight service if it’s necessary. That’s recovery. REMEMBER: Telephone Doctor’s motto: IT SHOULD NEVER TAKE 2 PEOPLE TO GIVE GOOD CUSTOMER SERVICE.
Ask what would make them happy. In a few rare cases, the customer can be a most difficult one. If you have tried what you considered "everything," simply ask the customer: "What can I do to make you happy, Mr. Jones?" In most cases, it may be something you’re able to do. You just may not have thought of it. So go ahead and ask them.
Understand the true meaning of Service Recovery. Service Recovery is not just fixing the problem. It’s making sure it won’t happen again. It’s listening to the customer. It’s going above and beyond.
FOLLOW UP. After you feel the problem has been fixed, follow up. After you’ve made the customer happy, make an extra phone call a day or so later. Be sure to ask them: "Have we fixed everything for you?" "What else can we do for you?" Be sure they’re satisfied. When you hear: "Thanks, you’ve done a great job. I appreciate it." Then you know you’ve achieved SERVICE RECOVERY!
President Gary Reggish and the members of the Western Wayne Oakland County Association of REALTORS® are well aware of Michigan's economic and housing market crisis.
And they think they might have a way to help, create
jobs for the unemployed.
Read More...Has your local association been honored, in the news, or received an award? Send your story to
ctrzos@mirealtors.com and be featured on Mirealtors.com.
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