8 revolutionary changes to customer satisfaction at z57

8 Steps to Customer Satisfaction A Real Estate Website Providers Transformation into an Acclaimed Internet Marketing and Social Media Company

Max Barrett, Former Manager Client Development, Z57 Inc.

When Looking for a Home

98% of Homebuyers Go Online

REALTORS Need an Online Presence to capture those names and numbers of buyers and sellers

Z57 Inc.

Z57 is Dedicated to Providing Results Driven Tools & Training to Real Estate Professionals

Z57 Customer Perception | 2009I paid Z57 $433.00 to purchase a web domain and build a web site. They promised 60 "unique visits" which I did finally get. None of these visits turned into leads because the pop-up page where people could send me their contact info was NOT operating. I found this out after paying for several months of service. $99.00 month. Every time I called there was something not working on "the back side of web-site" Customer service was always very nice but incompetent. The site NEVER worked properly and after 4 months I had not received one lead. NOT EVEN ONE!!!! REALTORS BEWARE. These people do not have it together and it is difficult to cancel. I got ripped off. Do not let this happen to you!

REALTOR Ft. Lauderdale, FloridaU.S.A.Ripoff Report 06/30/2009 2:26 PM

Expectations vs Results | 2009SalesOnDemand Customer ServiceProductionOne-on-One, 45 minute verbal interaction with a Production Rep to produce & build client website with minimal site customization: agent name, logo, contact information, and 5 focus cities.Inbound only client inquiries: client retention, marketing support, product training, billing, collections, technical support and traditional client development.VSOne-call to close, cold call process that stated just before asking for the order, we take care of it all for you.Clients Questioned Service & ResultsEXPECTATIONSRESULTS

BBB FactsSource: San Diego Better Business Bureau, 77 Complaints from April 2011 to April 2014, Complaint Trends Last 3 Years

F A+ within 3 YearsKey Elements to Change:Z57 Core ValueDeliver Results Sales Promised: Honesty without CompromiseSkilled, Knowledgeable Support Staff: Constant and Never-Ending ImprovementSimple Solutions to Client Success: Positive & InspiringInteractive, Engaging Product Training: Have FunClient Centric Customer Service: Whatever it Takes

Max is a think-outside-the-box leader, team unifier, and goal oriented. His ability to get the job done along with his unique style sets him apart from other managers Ive worked with. Philip L., Z57 Employee

8 Revolutionary Changes

Tools & ResourcesInteractive Multi-disciplinary Employee DevelopmentZProInteractive WebcastsSocial Posting ContentTeam Authored ZProPress NewsletterZPro Ask the Expert WebcastsQuality of ServiceBBB Response Strategy


BBB Response Strategy

Consistent Complaint Approach:Listen to ClientHear Their SituationHear Their NeedRespondBe ConsistentBe FairDo Homework CarefullyReview Client ExperienceFollow Terms & ConditionsAdhere to Contract

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A Personal Marketing CoachOne-On-One Goal SettingAccountabililty & Results Expectation Setting6 Internet & Social Media Marketing CoursesResults Oriented Strategies, proven by over 15000 Real Esate AgentsFocus on Immediate & Long-Term ResultsPeriodic Accountability Check-InsProgram Performance Review

Tools & Resources

Training TopicsFacebook PagesProfessional Brand IdentityEngaging Social ContentOnline Lead-GatingGrowing Social FollowersSocial Promotion StrategiesTraffic GenerationInternet Lead CaptureLead NurturingCall-to-Action MarketingEmail MarketingDrip Marketing

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Tools & Resources2

An Internal Stepwise ProcessInternal Tools:Production Script & GuidebookAccelerator Activation Script & GuideDaily Action Script & GuideZPro Interactive Webcast Scripts & Slides


Tools & Resources2Client Guides and Notes


Tools & Resources

Engaing Clients with Tools:ZPro Interactive WebcastsAsk The Expert WebcastsRecorded WebcastsGoZPro.com Resource CenterCampus Online ResourcesHelpCenter Online How-To GuideFacebook Social PostsZProPress.com, Monthly NewsletterOnDemand: Phone, Email, Live Chat

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Training & MotivationEmployee Development

Client RetentionInternet MarketingLead CaptureLead NurturingObjection HandlingDe-escalation TechniquesTrigger WordsSocial Media & Engaging ContentHTML & CSSSearch Engine Optimization

Promotion TechniquesBranding and LogosLeadership & Starting MovementsCustomer Service CSFs & KPIsTime ManagementAuthoritative ToneAccountability & Coaching TechniquesCushion Value QuesionReal EstateManagement & ProcessS.M.A.R.T. Goal Setting

3Beyond the Job

The ResultI'm not a morning person, so it's always a challenge, but I feel better and more awake by the time I get to work. The energy in the office livens me up.

Z57 Customer Service Rep

Good. I feel like working with Max is great because we bounce a lot of ideas off of each other and keep the inspiration going.

I feel like my brain is always working to figure new ways to keep things fresh.


I feel good. I love my coworkers and the environment. I really enjoy speaking to our clients. Overall good feeling.



Zpro Interactive Webcasts

Zpro Interactive Webcasts:

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ZPro Interactive Webcasts4


Social Posting Content5We Take Care of It All For You






Team Authored Newsletter

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Developing Thought Leaders

The Result"We could not be happier with the results we have gotten since going through the Academy. We have been getting at least 2-3 offers a week off of the leads we have generated through this site.

William V., REALTOR, San Diego, CAHello Max,

Many thanks for walking me through what the Buyer must do on the website. This was a first for me and I do so much appreciate what you did for me, so I am able to understand and help my Buyers. Keep up your good work. Take care, and God bless.

Mary T., REALTOR, Z57 ClientMax was so great! He helped me to understand how to best utilize my website, helped and walked me through so many of the features. I couldn't have had a better experience.. He was patient, extremely helpful, knowledgeable and very willing to answer all my questions. STELLAR!!

Joanne D., REALTOR, Z57 Client


Delivering Quality Service

Success StrategyStatistical Staffing ApproachActive Call ManagementLunch/Break RequirmentsAdhearence to ScheduleRep ExpectationsEscalation TrainingClient Retention Training

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Inside 2 weeks consistently achieved 94% or better Answer Service Factor or the percentage of calls answered within a target ring time.

Delivering Quality Service

Success StrategyStatistical Staffing ApproachActive Call ManagementLunch/Break RequirmentsAdhearence to ScheduleRep ExpectationsEscalation TrainingClient Retention Training

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Service Level: 98%Target Answer Time: 15 secAdherence To Schedule: 90%After-Call Work Time: 15 sec


Ask The Expert Webcasts

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8 Revolutionary Changes


The ResultMax was so great! He helped me to understand how to best utilize my website, helped and walked me through so many of the features. I couldnt have had a better experience. He was patient, extremely helpful, knowledgeable and very willing to answer all my questions. STELLAR!! Joanne D., REALTOR, Z57 Client


The ResultHave more employees like Mr. Barrett, he was willing to assist me in a difficult situation. In today's competitive world you need employees that go the extra mile to provide good customer service. Thank you.Helen C., REALTOR, Z57 Client


www.BoldToTheMax.comLearn More>>>


Copyright 2014 Max Barrett. All Worldwide rights reserved. Z57, PropertyPulse, Z57 Academy, ZPro are trademarks of Z57 Inc. Max Barrett is in now way currently affiliated with Z57 Inc. All other trademarks are those of their respective owner(s). The accuracy of the information provided has not been validated.All graphics shown are the copyright of Z57 Inc. and have been pulled from publicly available sources.

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8 revolutionary changes to customer satisfaction at z57

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