Rivadeneira: We are a part of something greater than our individual selves

Does Your Front Line Deliver Happiness? (Part 2) by Victoria Rivadeneira, President, North East U.S. Division, EXIT Realty Corp. InternationalA commentary by Victoria Rivadeneira, President, North East U.S. Division, EXIT Realty Corp. International – continued

Nordstrom and Zappos’ approaches to customer service may have a common denominator in that the selection of employees is based on an individual’s inner value system, so it’s no wonder both brands share high ratings of customer satisfaction. There are many brands in different industries that tell a similar story but this commentary would not be complete if I did not mention the most magical place on earth.

Walt Disney, one of the most prominent visionaries of our time, said it’s not the 100% that matters, but that extra 1% that no one can identify that makes the difference. As a student of The Disney Institute’s Leadership Program, I personally learned the little differences Disney employees practice to deliver that extra shot of Wow Factor that no one can quite put their finger on, yet makes for that magical experience. It too, falls upon the attitude of an individual employee to behave in a manner that must come from within for maximum customer loyalty.

How is it possible then, for the estate industry where sales people are independent contractors governed under licensing law and falling under the direction of a broker, to integrate the happy hiring process strategy? Since licensing has been in existence, the broker always controlled the business, the leads, the marketing, etc. Most brokerages, branded and independent alike, follow this model of traditional brokerage practices. Some have a false sense of perceived agent control and disguise the broker or corporate control in various ways. This is why I, like many, believe in the EXIT Realty model whole-heartedly. There is transparency with no disguises.

As the President of the Northeast Division, I witness that when agents join EXIT Realty they often feel a certain happiness they can’t quite identify. Could it be the four factors research shows that create happiness? Agents at EXIT Realty are given exceptional tools they completely control and they are given the best training in all areas including up-to-the-minute technology for the progress of their individual business. Plus all of our associates share a connection not just with their peers but with all corporate leadership and understand the vision of EXIT Realty’s corporate message, which is bigger than any one person can accomplish alone.

We are a part of something greater than our individual selves. The icing on this cake is that all EXIT associates are invited to participate in our mission which allows the individual agents to choose and brokers to selectively hire nice, happy people with shared values. Each associate is afforded the opportunity to create real wealth through the power of residuals; a true reward for helping grow the company. Everyone in the company has the same wealth-building and increased production opportunities.

If the examples of these successful brands, all of which fall under different categories in the business world, share a common goal in hiring those who display behaviors based on values from within, it would certainly be logical to agree with Stephen Covey’s statement that “the front line determines the bottom line.” Hiring a front line with strong inner values and empowering them will increase happiness and happiness is contagious to consumers.

There is an African proverb that states, “If you want to go quickly, go alone; if you want to go far, go together.” Is there any wonder why agents all over North America are discovering the “Power of EXIT?” and joining each and every day?


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