introducing relocation corporate services...
TRANSCRIPT
INTRODUCING
RELOCATION &
CORPORATE SERVICES
(RCS)
STAFF
Marlene Coakes, CRP Relocation Director (818) 949‐7679 Direct
Maggie Ikemi, CRP Business Development Manager
(818) 949‐7838 Direct (626) 482‐6042 Cell
Kimberly Schulke, CRP Broker to Broker Relocation Manager
(818) 949‐7828 Direct (818) 370‐0708 Cell
Jeff Maddock Internet Customer Service Manager
(800) 748‐6683 Direct (626) 222‐2251 Cell
Dilbeck Real Estate Real Living ‐ Relocation & Corporate Services Department
1030 Foothill Blvd. La Canada, CA 91011 Fax (818) 790‐2168
ROLE WITHIN DILBECK REAL ESTATE REAL LIVING
• Servicing and developing broker networks, affinity clients, corporations and third ‐party companies with a professional, efficient “single‐point‐of‐contact” for all real estate referrals. The single point of contact provides for the best possible client service, and, therefore, more referrals from that source.
• Customer counseling and assessment of client’s needs allows RCS staff to make the best placement of that customer with a qualified Dilbeck agent. Best placement standards in crease the chances of a successful transaction resulting in future business.
• Delivering high quality, consistent service to strengthen an already nationally recognized Relocation & Corporate Services program.
• Developing new business opportunities for the company in all aspects of the constantly changing real estate industry.
• Generating leads for Dilbeck Real Estate Real Living from a number of various business sources.
• Serving as a public “face and voice” for Dilbeck Real Estate Real Living to hundreds of customers, corporate clients, brokers and agents across the United States.
•
VITAL STATISTICS
• Serving Dilbeck Real Estate Real Living 14 sales offices and over 750 sales agents covering a market area including all of northeast Los Angeles County and Ventura County
• Preferred broker for Brookfield Global Relocation, Sirva Relocation, Weichert Relocation and many other third‐party management companies nationwide and internationally
• Members of the Real Living Real Estate Network and Brookfield Global Relocation, Christie’s Great Estates and the Employee Relocation Council
• Manage Affinity Corporate Programs such as Better Homes & Gardens SMARTMOVE, NeighborhoodScout and Dilbeck’s own HomeBenefitsPlus (serving over 50 credit unions nationwide)
• Participate with over 1000 Brokers nationwide in broker‐to‐broker referrals
AFFINITY/RELOCATION SERVICES
The RCS Department has relationships with most corporate entities that provide some type of real estate benefit to their clients. Real estate incentives could be provided to employees transferred by third‐party relocation companies or credit union members taking advantage of a real estate rebate program.
As a new agent for Dilbeck Real Estate Real Living you may come across a buyer or seller who advises you that they are relocating with a relocation package or that they qualify for a real estate incentive through an affinity program. Many such incentive programs are available to buyers and sellers in today’ real estate market.
The RCS Department has relationships with most administrators of these types of programs and will be able to assist you and your clients so they qualify for their relocation benefits package or their affinity program incentive.
Please contact RCS if you are in this situation with any of your buyers or sellers. A standard referral fee applies for these types of transactions. However, your client would be considered a “prior contact” and therefore handled differently than standard referrals placed to our RCS Specialist Teams.
BROKER
TO BROKER
REFERRAL
Guidelines
BROKER TO BROKER REFERRALS
A BROKER‐TO‐BROKER referral is a prospect with a real estate need outside of a real estate company’s market area and consequently referred by that company to another real estate company able to provide the service. The source is a real estate company/broker/agent that is referring a prospect to another real estate company/broker/agent.
SOURCES of Broker‐to‐Broker Referrals are hundreds of Real Estate Real Living offices, the Christie’s Great Estates Offices, members of the Employee Relocation Council, as well as any licensed real estate broker from several networks.
BENEFITS include increasing your income opportunities, providing “full‐ service” to customers, expanding your personal real estate service area, increasing your company’s visibility in your market area and nationally and strengthening your relationships with other real estate companies nationwide.
OUTGOING REFERRALS
What is an Outgoing Broker Referral?
An Outgoing Referral is a customer that is referred by a Dilbeck Real Estate Real Living (RL) agent who needs buying or selling real estate assistance outside the Dilbeck market area. A referral fee is received by Dilbeck at the conclusion of a successful transaction. The standard referral fee is 25%.
Please remember that our Outgoing Referrals are another broker’s Incoming Referrals. We strive to provide quality referrals.
Relocation or Affinity Benefits:
If you find that you have customers with relocation company or affinity benefits please contact the RCS Department for instructions or help. These customers are considered “prior contact” clients and are handled differently.
DILBECK REAL ESTATE REAL LIVING MARKET AREA
The Dilbeck market area includes the geographic areas of Los Angeles that are serviced by Dilbeck agents. (See Service Area Map and Zip Codes)
Agent‐to‐Agent Referrals within Dilbeck RE REAL LIVING Market Area:
If your referral client is buying or selling within the Dilbeck Market Area, please contact the manager of the Dilbeck Branch in which referral is located. The Branch Manager will assign an agent and referral fees will be handled branch‐to‐ branch.
Please contact the RCS Department if you have questions regarding whether or not your customer can be serviced within the Dilbeck branch family. We would prefer placing a customer with Dilbeck Real Estate Real Living agent whenever possible.
INFORMATION GATHERING FOR DILBECK AGENT CUSTOMER & UPCALLS (QUALIFIED REFERRAL) ‐‐ MINIMUM INFORMATION:
The customer must be ready, willing and able to purchase or sell real estate within 6 months. The responsibility for gathering customer information and building the relationship with the customer rests with the agent who is placing the referral. The agent should collect the customer’s first and last name, spouse’s name (if applicable), current home address, phone numbers and email address. The agent should also specify what services the customer requires and the pre‐qualification status of buyers, including their price range. Under no circumstances should a customer be placed on referral without their permission.
**Quality information and follow‐up by the referring agent will improve the referral conversion rate.
RENTAL SERVICE:
RCS will seek to provide a contact name or property management information for those clients who are renters only. Depending on the location, this may or may not be possible. There is no referral fee payable on a rental customers. Some real estate companies are willing to accept a rental referral only if it has been determined that the client will be buying in six months to a year. For Property Management needs within the Dilbeck service area please contact Baldwin Real Estate Management at (626) 821‐5204
VACANT LAND ‐ Selling:
If a customer has vacant land to sell, obtain the Assessor’s Tax Parcel Number and the County and State the land is located in. A copy of the property tax bill is helpful.
RCS will try to connect your customer with a company that specializes or has agents that specialize in vacant land.
If your client wishes to proceed in selling the land, and the land has a reasonable market value, we will proceed as a normal outgoing referral with the referral fee at 20%, instead of 25%. Remember that land commissions typically are 5% per side, rather than 2.5 to 3% per side. Many times however, vacant land is not marketable – There are no buyers for many of the parcels out there, or the value is so low it won’t pay a minimum commission charge. Either way, we’ll get you the information you need to inform your client.
COMMERCIAL and BUSINESS OPPORTUNITY:
We will place your commercial referrals with the best agent available. If the property is within Dilbeck Market Area or can be covered by a Dilbeck agent, you will be requested to contact a Dilbeck Commercial Specialist first before the referral is sent to an outside broker. Commercial and Business Opportunity referral fees are usually 20% of the referred side of the transaction. Generally, these are placed as a customer service to the client and generate no referral fee.
Business Opportunity referrals are generally declined because information can be obtained from newspapers, the internet and other sources. Historically, these referrals have proven unsuccessful and we generally no longer accept them. Generally, these are placed as a customer service to the client and generate no referral fee.
OUTGOING REFERRALS
COMMUNICATION & PROCEDURES
Initiation From the Dilbeck Intranet Site, click forms, the click RCS and you can simply click the “Submit an Outgoing Referral” tab, complete the form and hit submit and the referral information will be automatically be directed to the RCS department referral database. Or…you can simply download the outgoing referral form (see Outgoing Referral Form Attachment) and e‐mail it to [email protected] or fax it to 818‐790‐2168. RCS will acknowledge receipt of your referral by email or phone. If RCS has any questions about the referral information, they will contact you to review it
**The Outgoing Referral Form can be found on the Dilbeck Intranet site. Click the FORMS and then RCS links.
Assignment The best method to place referrals is by submitting the referral directly from the Dilbeck Intranet Site or e‐mailing the Outgoing Referral Form. Information taken by phone or through a phone message could be miss‐communicated or misunderstood. By standard practice through broker network relocation policy, all outgoing referrals received by the department will be placed with a cooperating broker within twenty‐four business hours of receipt, whenever possible. If it is not possible to do so, you will be notified by RCS staff.
If you prefer, RCS will request that the Cooperating Broker/Assigned Agent contact you initially prior to contacting the client. Please instruct RCS to do so when submitting an Outgoing Referral. We strongly encourage communication between the referring agent and the assigned agent.
Please let RCS know if you have an agent or broker that you would prefer to use for your customer. If the broker is willing to sign the RCS Referral Agreement, we will place your referral with your broker of choice.
Confirmation Once an outgoing referral has been successfully placed, a Referral Information Sheet will be emailed to the referring agent and branch manager. (See attachment). Please review the Referral Information
Sheet for accuracy of information on your customer and note the name of the cooperating brokerage and agent.
It is a good idea to contact your customer to confirm that they have been contacted by the cooperating broker/assigned agent and that they are pleased with the service rendered. Your involvement is very important and you are encouraged to contact the assigned agent yourself if you would like to do so.
Relay any information gathered from the customer to RCS by email, if possible.
Updates You will be updated periodically on the status of the referral. You should
also contact your customer periodically to gather feedback and ascertain their satisfaction. Please pass this feedback on to RCS via email.
Accepted Offer As soon as the cooperating broker notifies RCS that there is a sale in
escrow, you will be contacted by RCS. RCS will report the sale to the Accounting Department, and will monitor the escrow for successful closing. Please notify RCS of any problems your client may have that we do not know about.
Closing Upon close of escrow, the cooperating broker will send their check for
the referral fee to Dilbeck. This check will be processed in accounting. The appropriate amount is based on the referring agent’s arrangement with Dilbeck and will be promptly paid out to the agent in the same manner as all commission checks.
The time frame for receiving referral checks from our cooperating broker is historically from four to six weeks after closing.
OUTGOING REFERRAL FORM
For Dilbeck Agents whose clients wish to buy or sell real estate outside of Dilbeck Market Area Date: Dilbeck Agent Dilbeck Office Cell Phone Email
Office phone Direct: Home phone Fax:
[ ] THE CLIENT IS READY TO BE CONTACTED AND HAS GIVEN ME PERMISSION TO PLACE THEM ON REFERRAL.
The client is [ ] BUYING [ ] SELLING Lender:
Client Name(s) (First and Last Required) Current Address Work Phone Home Phone Cell Phone Email
Who is the primary contact? When and where for contact? Are there children in the client’s family? (ages) IF SELLING , is the property occupied by the: [ ] Clients? [ ] Tenants? OR [ ] Vacant? What is the address of the property to be sold, if other than client’s residence above?
IF BUYING, What is the client’s price range? Time‐frame/motivation? Is the client pre‐qualified? If so, with whom? What areas are the clients interested in? PROPERTY DESCRIPTION: Number of bedrooms , baths , Size (square ft) of residence , of lot Age of construction and style Additional information?
Is the client working with an agent regarding the transaction being referred? [ ] Yes [ ] No Email completed form to [email protected] in the Relocation & Corporate Services Department
Outgoing Info Sheet
Outgoing Information Sheet
Tuesday, September 11, 2012
From: Marlene Coakes, CRP Email Addr: [email protected] Dilbeck Real Estate Real Living Phone: 818-949-7679 1030 Foothill Blvd. Fax: 818-790-2168 La Canada CA 91101
Contact: Jason Landon Referral Info:
Firm: Real Living Hamilton Landon AppleValley
Referral Type: Broker to Broker Outgoing Buyer
Phone: 760-242-8157 Status: Active
Fax: 760-242-1190 Date Recv'd: 02-Aug-2012 Referral Fee Percent: 25.00%
Address: 18888 Hwy 18, Ste 101 File#: Apple Valley CA 92307 Source File#:
Contact Email: [email protected]
Category/Affinity: Real Living
Assigned Agt: Mark Costello Referring Agt: Tricia MorrisPhone: 760-954-4363 Phone: 626-385-3945 / Office: Office: Glendora
Alt Number/Fax: Alt Number/Fax: / 626-695-7272
Email: Email: [email protected]
Client: Dave Murkar Spouse: Address: Fax:
Info Packet Sent?: Transaction
Address: Sent by Agent?:
Packet Amt: Home/Cell: 626-358-0665 Sent by Relo Dept?:
Work: School Info?: Email: None City Comparison?:
Employ By: Buyout Offer?: Future Co: Transfer Counseling?: Xfer Date: Newer Home?:
HomeFind: Familiar w/Area?:
http://rs.prosws.com/RELOSPEC/SQL/rptOutgoingInfoSheet2.asp (1 of 2)9/11/2012 12:30:47 PM
Outbound Referral Acceptance
Tuesday, September 11, 2012
Referral Acceptance-OUTBOUND
Real Living Hamilton Landon AppleValley Jason Landon18888 Hwy 18, Ste 101 Apple Valley CA 92307 Fax: 760-242-1190 Email: [email protected]
RE: Dave Murkar Home: 626-358-0665 Email: None Work: Cellular: Property Address:
This confirms your acceptance of our referral to you. Our records indicate the following information:
Date Received: 02-Aug-2012Referral Type: Broker to Broker Outgoing Buyer
Referral Status: ActiveAgent Assigned: Mark Costello
Assigned Agent Phone, Email: 760-954-4363
Accepted By ______________________________________ Date Accepted _______________________
Tax ID Number _______________________ __________________________________________ _______________________________________Assigned Agent Agent Email
Thank you for your prompt attention to this referral. For a period of twenty-four (24) months, in the event of a sale, it is agreed that upon closing you will pay a fee as a percent of all the commission earned on the referred side of the transaction.
Referral Fee Percent: 25.00%
http://rs.prosws.com/RELOSPEC/SQL/rptReferralAcceptOut24_2.asp (1 of 2)9/11/2012 12:31:26 PM
INTERNET
CUSTOMER
SERVICE
INTERNET CUSTOMER SERVICE OVERVIEW Internet Leads are managed by Jeff Maddock,
Internet Customer Service Manager
Leads come from various internet website sources including IDX (Information Data
Exchange)
E‐Commerce Leads Protocol
Policy applies to E‐Commerce Leads Not Associated with Corporate Clients
A. Sales Partner Qualifications
1) Sales Partner must be Full Time 2) Sales Partner must be especially skilled in e‐mail correspondence
and all tools available through the MLS systems 3) Sales Partner must be cell phone accessible 7 days a week from
9:00 AM to 9:00 PM 4) Sales Partner must review e‐mail at least twice a day (including
weekends) 5) Sales Partner is required to respond to Relo Spec e‐mails and
follow all instructions therein for acceptance, follow‐up and updates
B. Lead Assignment
1) Branch Managers may add additional requirements beyond qualifications listed above
2) Lead Manager will attempt to contact the qualified Sales Partner by phone or text. If there is no immediate response another Sales Partner will be selected
3) Sales Partner is selected based on availability and performance 4) Branch Managers and Sales Partners are responsible for updating
Lead Manager with any changes to qualifications, availability or other circumstances that would interrupt the availability of that Sales Partner for receiving leads
C. Referral fees
1) All E‐Commerce leads carry a 35% referral fee with a 70% commission cap
2) If the initial lead results in more than one transaction, each transaction will carry a referral fee
DILBECK REAL
ESTATE SERVICE
AREA
1030 Foothill Boulevard La Canada, CA 91011
Relocation and Corporate Services Service Area Map
BradburyEast
Pasadena
East SanGabriel
NorthEl Monte
SouthEl Monte
WestWhittier
La HabraHeights
EastCompton
WestCompton
San AntonioHeights
LosSerranos
IrwindaleMayflower
Citrus
Vincent
West PuenteValley
AvocadoHeights
South SanGabriel Valinda
South SanJose Hills
Commerce
Vernon
LaderaHeights
ViewPark
FlorenceWalnut
Park Cudahy
Lennox
WestAthens
DelAire
AlondraPark
Graham
Santa FeSprings
BreaLa Habra
YorbaLindaPlacentia
RanchoCucamonga
Upland
Ontario
Montclair
Chino
ChinoHills
Piru
Fillmore
SantaPaula
Moorpark
SimiValley
Camarillo
ThousandOaks
SantaClarita
ValVerde
LOSANGELES
SanFernando
Glendale
LaCrescenta
Pasadena
La Canada
Burbank
Altadena
Duarte
Monrovia
GlendoraArcadia
SierraMadre
HiddenHills
Westlake
Studio City
ShermanOaks
Woodland Hills
AgouraHills
SanDimas
AzusaLa
VerneClaremontSan
Marino
SouthPasadena Temple
CitySanGabriel
Pomona
BeverlyHills Alhambra CovinaBaldwin
Park
CharterOak
El MonteRosemead
MontereyPark
WalnutEast LosAngeles
La PuenteSantaMonica
Montebello
DiamondBar
CulverCity
HaciendaHeights
PointDume
PicoRivera
WhittierRowlandHeightsBell
MaywoodHuntington
Park
MarinaDel Rey
Inglewood BellGardens
Downey
SouthGateWestmont South
WhittierLynwood
HawthorneNorwalk
El Segundo Willowbrook La Mirada
Compton ParamountGardenaBellflowerManhattan
Beach Lawndale Cerritos
Glen AvonMira
Loma
WestCovina
E Los Angeles Ave
Madera Rd
Angeles Forest H
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Sand Canyon R
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Magic Mountain Pkwy
Placerita Canyon Rd
Little Tujunga Rd
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nyon
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Sesnon Blvd
Sepu
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Big Tujunga Canyon Rd
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Gleaso
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Woo
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Ave
Summitrose St
Valle
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Victory Blvd
Ventura Blvd
Sunset Blvd
Baseline Rd
Sunset Blvd
Santa Monica
BlvdSanta Monica Blvd
Valley BlvdW
este
rn A
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Wilshire Blvd
Slauson Ave
Vista Del Mar Ave Rosecrans Ave
Cherry Ave
19Th St
Cen
tral A
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Foothill Blvd
Euc
lid A
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Azu
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Azus
a Av
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Colima Rd
Carbo
n Can
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Mission Blvd
Mulholland Hwy
Decke
r Can
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San Fernando RdSan Fernando Rd
Colorado Blvd
Harbor Blvd
Venice
Blvd
Culve
r Blvd
Imperial Hwy
Beac
h Bl
vd
Telegraph Rd
Telegraph Rd
Pacific Coast Hwy
Henry Mayo Dr
Topa
nga
Can
yon
Blv
d
Sep
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da B
lvd
Rosem
ead Blvd
Huntington Dr
Foothill Blvd
Alva
rado
St
Pacific Coast Hwy
Whittier Blvd
Whittier BlvdLincoln Blvd
Manchester BlvdFirestone Blvd
Lake
wood
Blvd
Sep
ulve
da B
lvd
Artesia Blvd
Simi Valley Frwy
Moo
rpar
k Fr
wy
Golden State Hwy
San Fernando Valley Frwy
Hollywood Frwy
Hollyw
ood Frwy
Foothill Frwy
Gle
ndal
e Fr
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Ventura Frwy
Pasad
ena F
rwy
Corona Frwy
Orang
e Fr
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Pomona Frwy
Century Frwy
Artesia Frwy
Pomona FrwyPomona Frwy
Santa Monica Frwy
San Diego Frwy
San Bernardino Frwy
Marina Frwy
Foothill Frwy
Santa Ana Frwy
San
Gab
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Frw
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Los AngelesCounty
San BernardinoCounty
VenturaCounty
71
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126
118
118
126
23
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14
170
101
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101
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134134
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Calabasas
Market Coverage
ARCADIA8 East Foothill Blvd.(626) 445-6701
BuRBAnk303 N. Glenoaks Blvd.(818) 843-7100
CAlABAsAs4766 Park Granada #214(818) 591-8800
GlEnDAlE600 N. Brand Blvd., #210(818) 240-8100
GlEnDORA115 E. Foothill Blvd.(626) 963-9451
lA CAÑADA FlInTRIDGE1030 Foothill Blvd.(818) 790-6774
lA CREsCEnTA2943 Foothill Blvd.(818) 248-2248
PAsADEnA225 E. Colorado Blvd.(626) 584-0101
sAn MARInO2486 Huntington Dr.(626) 287-9625
sAnTA ClARITA VAllEy25820 The Old Road(661) 284-6400
sHERMAn OAks14601 Ventura Blvd.(818) 728-2200
sOuTH PAsADEnA1499 Huntington Dr.(626) 799-3020
sTuDIO CITy12164 Ventura Blvd.(818) 755-5500
WEsTlAkE VIllAGE850-A Hampshire Road(805) 379-1880
RElOCATIOn AnD CORPORATE sERVICEs1030 Foothill Blvd.La Cañada(800) 877-7356
Market Coverage
Relocation & Corporate Services 1030 Foothill Boulevard La Canada, CA 91011
Relocation Director, Marlene Coakes(800) 877-7356
Agoura Hills 91301 91376 91377
Alhambra 91801 91802 91803 91804
Altadena 91001 91002 91003
Alta Loma 91701 91737 Arcadia 91006 91007 Arleta 91331 91332 91333 91334
Atwater Village 90039 Baldwin Park 91706 91722 Bel Air 90095 Bell Canyon 91307 Beverly Hills 90210 90211 90212
Bradbury 91010 Brea 92821 92822 92823
Brentwood 90073 Burbank 91501 91502 91503 91510 91505 91506 91507 91508 91520
Burbank 91521 91522 91524 91525 91526
Calabasas 91302 91372 Camarillo 93010 93011 93012
Canoga Park 91303 91304 91305 91306 91307 91308 91309 91396
Canyon Country 91351 Castiac 91310 91384 Chatsworth 91311 Chino 91708 91710 Chino Hills 91709 Claremont 91711 Diamond Bar 91765 Duarte 91009 91010 El Monte/So El Monte 91732 91733 El Sereno 90032 Encino 91316 91416 91426 91436
Fontana 92334 92335 92336 92337
Glassell Park 90065 Glendale 91201 91202 91203 91204 91205 91206 91707 91208 91209
Glendale 91221 91222 91224 91225 91226
Glendora 91740 91741 Granada Hills 91344 Hacienda Heights 91745 Hidden Hills 91302 Highland Park 90042
Hollywood 90028 90029 90068 90078
La Canada/Flintridge 91011 91012 La Crescenta 91214 91224 La Puente 91744 91745 91746 91747 91748 91749
La Verne 91750 Lake View Terrace 91342 Los Angeles 90010 90020 90037 90038 90039 90040 90041 90042 90043
Los Feliz 90027 Malibu 90263 90265 Mission Hills 91345 91346 91395
Monrovia 91016 91017
Relocation & Corporate Services 1030 Foothill Boulevard La Canada, CA 91011
Relocation Director, Marlene Coakes(800) 877-7356
Montclair 91763 Montebello 90640 Monterey Park 91754 91755 Montrose 91020 91021 Moorpark 93020 93021 Newbury Park 91319 91320 Newhall 91321 91322 91381 91382
North Hills 91343 91393 North Hollywood 91601 91610 91602 91603 91604 91605 91607 91608 91609
North Hollywood 91610 91611 91612 91614 91615 91616 91617 North Ranch 91319 91320 91363
Northridge 91324 91325 91326 91327 91328 91343
Oak Park 91301 91377 Ontario 91758 91761 91762 91764
Pacoima 91331 91333 91334
Panorama City 91402 91412 Pasadena/So. Pasaden 91101 91102 91103 91104 91105 91106 91107 91108 91109
Pasadena/So. Pasaden 91110 91111 91112 91114 91115 91116 91117 91118
Pasadena/So. Pasaden 91121 91123 91124
Pico Rivera 90660 90662 Pomona 91767 Porter Ranch 91326 91327 Rancho Cucamonga 91729 91730 91731 91732 91733 91734 91735 91736 91737
Rancho Cucamonga 91739 Reseda 91335 91336 91337
Rosemead 91770 Rowland Heights 91748 San Dimas 91773 San Fernando 91340 91341 91344 91345 91346
San Gabriel 91775 91776 San Marino 91108 Santa Clarita 91310 91321 91322 91380 91386 91350 91351 91354 91355
Santa Clarita 91381 91382 91383 91383 91384 91385 91387 91388 91389
Santa Clarita 91390 Santa Monica 90401 90411 Saugus 91350 Shadow Hills 91040 Sherman Oaks 91401 91402 91403 91411 91323
Sierra Madre 91024 91025 Simi Valley 93062 93063 93064 93065 93093 90394 93099 Stevenson Ranch 91381 Studio City 91602 91604 91607
Sun Valley 91352 91353 93543
Sylmar 91342 91392 Tarzana 91335 91356 91357
Temple City 91780 Thousand Oaks 91319 91320 91363 91358 91359 91360 91361 91362
Toluca Lake 91602 91610 Topanga 90290 Tujunga 91042 91043
Relocation & Corporate Services 1030 Foothill Boulevard La Canada, CA 91011
Relocation Director, Marlene Coakes(800) 877-7356
Upland 91784 91785 91786 Universal City 91608 91618 Valencia 91354 91355 Valley Village 91607 91617 Van Nuys 91401 91402 91403 91404 91405 91406 91407 91408 91409
Van Nuys 91410 91411 91412 91413 91316 91388
Verdugo City 91208 West Covina 91790 91791 91792 91793
West Hills 91304 91307 91308
West Hollywood 90046 Westlake Village 91359 91361 91362 91363
Westwood 90095 Winnetka 91306 91396 Woodland Hills 91302 91399 91303 91364 91365 91367 91371 91372 91399
AGENT CRITERIA
WORKING WITH
THE RCS DEPARTMENT
Standards and Performance Criteria for RCS Related Business
A Case for Collaborating on RCS Related Business
An opportunity for additional revenue for agents, branch, RCS department and company A method of building Dilbeck’s brand and reputation throughout the Real Living network and relocation/affinity industry Increasing conversion rates is the path to increased revenues
Agent Criteria for Inclusion
Minimum Standards for Referral Specialists (Incoming Referrals and Affinity Business)
1 Year Full‐time Realtor Sales Associate 5 closed transactions (at least two closings with Dilbeck) within 12 months 3 qualified placed outgoing referrals given to RCS department Completion of RCS training session Must be email competent user Must have cell phone and pager Must update agent profile once a year Must use, whenever possible, Dilbeck supported affiliated businesses
Minimum Standards for Relocation Specialists (Qualified to receive all RCS business)
Meet all of the above minimum standards
plus: 2 Years Full‐time Realtor Sales Associate Completion of Relocation Training 3 Closed incoming transactions as a Referral Specialist
Create a pool of qualified Dilbeck agents
Branch managers submit a list of qualified agents RCS department to verify qualification of each agent RCS department to create a 3 ring binder for branch managers that includes qualified agent profiles Managers to create a system of notifying the RCS department when agents terminate from company RCS department to schedule agent training sessions
Criteria for Assigning RCS business (Steps taken by the branch manager and RCS Staff)
Evaluate the customer profile Determine the best “match” between the customer and Dilbeck agent Who is the most likely agent to convert the referral Not a tool for rewarding agent population Not a training ground for new agents Not used to promise business to agents or meeting financial needs of agents
Interaction between the Branch Manager and RCS staff Single point of contact at the branch Contingency plan when manager contact is out of town Manager needs to call back RCS staff within 2 hours of attempted contact or RCS staff will place customer Treat RCS business as important as branch driven business Insert outgoing referral form into listing and buyer packets at branch level Mandatory use of RCS department for all outgoing referrals
Performance Level of Participating Dilbeck Agents Conversion rates must meet department standards:
45% Relocation business 25% Incoming Referrals 20% Affinity Referrals
Must submit status updates via phone or email every 30 days or as instructed until the sale is closed Must return assignment calls within 4 hours No handing assigned referral business over to another agent Good positive attitude Must use, whenever possible, Dilbeck supported ancillary services Maintain high level of customer satisfaction rating