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A recognised and trusted brand will get you through many doors, but what’s more important is the personal service you provide, says Harcourts Group Australia.
“Essentially, we’re all custodians of our own brand,” Harcourts Group Australia’s CEO Marcus Williams told REB.
“No matter what role we fulfil, everyone must take responsibly to ensure clients receive the finest service experience.”
Mr Williams said this experience is what clients value most.
“For a brand to have success and longevity, that experience has to be valued, trusted and consistent,” he said.
“They say people share equals market share and I agree to that statement with one caveat. It’s the right people working in your group that matter. These people not only know our culture, purpose and vision, they live it.”
Mr Williams said groups that become hung up on growth for growth’s sake are making a mistake.
“We want growth, but not at the expense of talent. We want the right people,” he said.
“It goes without saying that businesses who have the clients at the centre of their universe will prosper regardless of what the market does.”
Mr Williams cited Harcourts as an example of such of a business.
“The growth of this company has been underpinned by the culture, purpose and vision we live. We’re growing at a significant pace because people recognise the contributions we are making to this industry.”
Mr Williams reminded agents dissatisfied with their group that they have a choice.
“If you are unhappy or feel vulnerable, you can make a decision to change,” he said.
“Generally, the decision is much harder than the reality. People leave people, not businesses. Should you decide to make the move, take the time to ensure that the values of the leaders and business are aligned to your own. Everyone needs to feel comfortable, proud, supported and valued.”
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