Broker Summit

Broker Summit

December 6, 2018 | Milwaukee Area

If you’re a manager, owner or broker, the WRA’s Broker Summit is just for you! With several great sessions, you’ll gain insight into the economy and your practice, relevant for both today and tomorrow. Exhibitors will be available to provide insight with products and services to benefit your business.

At a glance 

  • Explore award-winning business practices of The Ritz-Carlton.
  • Economic and real estate year in review with Dr. Mark Eppli.
  • Find exhibitors and vendors for your business.
  • Network with fellow brokers, owners and managers.

Economic and real estate review 

James A. Graaskamp Center for Real Estate Director Dr. Mark J. Eppli will provide a fast-paced economic and real estate year in review to discuss the future of the macroeconomy and real estate markets.

The Ritz-Carlton Leadership Center 

In today’s increasingly competitive global market, consistently exceptional service and customer experience are what create and sustain brand loyalty. For nearly two decades, The Ritz-Carlton Leadership Center has leveraged the systems and processes of The Ritz-Carlton brand to deliver award-winning services that have allowed thousands of clients to improve customer and employee engagement, innovate their culture and differentiate themselves. 

The 2018 Broker Summit will feature a speaker from The Ritz-Carlton Leadership Center to offer insight into exceptional service. In two courses, "Service Excellence Culture" and "Memorable Customer Service," Broker Summit attendees will dive deep into the best practices of The Ritz-Carlton with discussions on The Ritz-Carlton culture, service principles, empowering agents and much more.

Service excellence culture: morning presentation

By exploring the award-winning business practices of The Ritz-Carlton, you will discover how a service excellence culture results in engaged employees and customers. You will be guided through The Ritz-Carlton Gold Standards, the foundation of our iconic, global brand. You will also visit our key processes, such as onboarding and empowerment, that lead to legendary service, sustainable success, and customer loyalty.

Learning overview

  • Utilizing The Ritz-Carlton Gold Standards to help keep business practices simple.
  • Leveraging The Ritz-Carlton Key Processes, which functions as "the system behind the smiles."
  • Discovering how your level of engagement drives both employee and customer engagement.
  • Learning how The Ritz-Carlton psychology of service creates empowerment, and what empowerment can do for your organization.

Distinctive topics

  • The Ritz-Carlton Culture: Through this in-depth review, you will learn about The Credo, Motto, The Three Steps of Service, The Employee Promise, and the 12 Service Values of The Ritz-Carlton. 
  • The Ritz-Carlton Key Process, known as "The Systems Behind the Smiles": One cannot extend legendary service without having robust systems and processes in place. You will hear about the selection process at The Ritz-Carlton and how we onboard talent and reward and recognize our associates.
  • Employee and Customer Engagement: The foundation of driving customer engagement is having engaged employees. You will be introduced to the three levels of employee engagement and shown techniques that will enable you to personalize your service and create emotional connections.
  • The Importance of Empowerment: Empowering your employees is an imperative component of legendary service. You will learn about The Ritz-Carlton Empowerment Guidelines, including how these reduce problem resolution costs and create consistently exceptional service.

Memorable customer service: afternoon presentation

To create customer loyalty, you must first elevate the customer experience. This journey focuses on the emotional and psychological aspects of creating a culture where personalized and impressive service is the norm. Learning will continue as you are taken through The Ritz-Carlton methods for fulfilling unexpressed wishes and needs, learning to stay-in-the-moment, and creating personalized experiences that surprise and delight. You will also discover and discuss the critical skills necessary for authentic customer engagement, and how to foster them in your employees.

Learning overview

  • Analyzing the psychological and emotional aspects of creating a customer experience.
  • Understanding the importance of genuine connections and how to authentically create them.
  • Reviewing The Ritz-Carlton service principles that lead to customer connections.
  • Learning what it takes to be a memorable service sensation.
  • Discovering how to write and implement a written service strategy.
  • Leveraging the power of anticipatory service to impress customers.

Distinctive topics

  • Emotional Connection: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty.
  • The Ritz-Carlton Key Service Principles: An overview of the service principles that lead to authentic connections and the importance of psychology in service.
  • Becoming a Service Sensation: The five components that customers need and want in a service industry professional, regardless of organization or customer.
  • A Written Service Strategy: It is critical to offer a consistent customer experience. One of the ways this is achieved at The Ritz-Carlton is through the Three Steps of Service.
  • The Power of Anticipatory Service: You will review how to anticipate customer needs through their service journey, including how to stay-in-the-moment to increase perception, customer relationship management best practices, and how to leverage surprise and delight techniques.  

Agenda

8:00 a.m. - 8:30 a.m.:      Registration open
8:30 a.m. - 9:00 a.m.:      Economic & Real Estate Review with Mark Eppli
9:15 a.m. - 12:15 p.m.:    Service Excellence Culture with The Ritz-Carlton
12:15 p.m. - 1:15 p.m.:    Lunch
1:15 p.m. - 4:15 p.m.:      Memorable Customer Service with The Ritz-Carlton


Broker Summit 2018_Speaker ValoriSpeaker: Valori Borland

Valori has nearly 30 years of experience with The Ritz-Carlton and is a subject matter expert on customer analytics, personalized service delivery and service-centric cultures. For over 10 years, Valori’s name has been synonymous with the company’s Customer Relationship Management (CRM) platform. Valori partnered with all divisions of the organization to enhance personalized service delivery, and she served as the organization’s global business leader by providing strategic direction and insight regarding our CRM processes. Valori advises organizations on the best practices and processes needed to promote genuine customer engagement that leads to brand loyalty. 

 

Location information

Hotel reservations
Room rates: $117/night
Reserve by: November 13, 2018
Reserve: Call 1-877-651-7666 and mention the Wisconsin REALTORS® Association for the group rate.

Marriott West

 

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