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Elite Agent
Spot the Disrupter: Mark McLeod
It’s only when we understand and acknowledge where the pain points really are for our customers that will we have any opportunity to meet disrupters head on, says Mark McLeod. There is an image I saw recently of Fifth Avenue, New York, in 1900. The photo shows a busy street, full of horses and carts. The caption reads, “Spot the…
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Elite Agent
The Ecosystem of Experiences
The evolution of our industry is clearly about putting the customer, and the experience of the customer, at the centre of our universe. But that’s not all it will take to future-proof your business, says Mark McLeod. A s I have said and written many times, the question remains: who is our customer? Most agents believe their customer is their…
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Elite Agent
Whose Job Is It, Anyway?
For busy agents and principals, time is of the essence. How do you ensure the myriad of vital tasks are completed, and where does your responsibility begin and end? In real estate, one of the great questions every agent should ask themselves is quite simple. The question is: who? To my way of thinking, our industry is divided up into…
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Elite Agent
Are You Ready to Go Digital: Mark McLeod
It’s time that we, as an industry, learned a new skill. That skill is data mining in a digital world. Gone are the days where the traditional functions of listing and selling are the only ones an agent needs to perfect. We must learn to evolve and embrace digital behaviours or risk being left behind. The changing expectations of consumers…
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Elite Agent
When Does Customer Service Really Start: Mark McLeod
So much is written and discussed about customer service in our industry, says Mark McLeod, but the question is: when does someone start being our customer, and where – if ever – does it finish? At a recent international conference, I attended with a team from Ray White, this very topic was a major discussion point. I can’t help but…
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Elite Agent
Volume, Consistency and Quality
Is it possible to find a formula for real estate success? Mark McLeod believes that in some strange way there is: volume multiplied by consistency multiplied by quality. Over the years I have seen a significant number of agents attempting to build businesses without having each of these three aspects in place: volume, consistency and quality. This is a voluminous…
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CUSTOMER SERVICE
Customers, Not Categories
Brand is the experience, through service, that you create for your customer. Mark McLeod discusses why you should forget the labels and provide excellent service to all. One of the interesting industry skill sets that have been developed amongst real estate agents is what I refer to as ‘to categorise a person’. We are taught to call someone a buyer,…
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Elite Agent
Constants amid the Chaos
The ability to find consistency as the days throw chaos at you is where you will find success, says Mark McLeod. I OFTEN REFER to our day as being divided up into constants versus variables. This means that there are things that you have control over, the constants, and we can argue that the chaos is often the variables. Often…
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Elite Agent
Turn of the tide in the real estate market: Mark McLeod
Watching the industry’s reaction to market change and what many people consider to be a challenging landscape has been interesting. Markets rise and fall, and that is the nature of our industry; but it’s how agencies react that will ultimately determine their fate. When the market rises, many hitch their wagon to the beast, but when it falters they find…
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