2005 Business Plan
GOALS
GOAL # 1CUSTOMER SERVICE
GOAL # 2 PROFITABILITY
GOAL # 3 INCREASE INCOMING
CONVERSIONS
GOAL # 4 ATTAIN OUTGOING REFERRAL GOALS
Strategy Worksheet
GOAL # 1CUSTOMER SERVICE
Strategy # 1Paperless
Strategy # 2Commitment to Relocation Training and Education
Strategy # 3Quality Measurement Within The Department
Strategy # 4Gifts, Bribes, and Incentives
Tactics Worksheet
GOAL # 1CUSTOMER SERVICE
Strategy # 1Paperless
WhenWho
Tactic # 1Lucero and Relo Site - we needOngoingCesar/Frank
to have the custom forms section of the
referral module written for our needs.
Tactic # 2Internet – all relocation forms to beOngoingFrank Zadroga
on the relocation company website.
Tactic # 3E-mail – will be using e-mail forOngoingDept.
everything. Will need to do more
training on this,especially sending pictures.
Tactic # 4Relocation Company Website needs ASAP???
to be updated.Should also include REO.
We need some volunteers for this.
Tactics Worksheet
GOAL # 1CUSTOMER SERVICE
Strategy # 2Commitment to Relocation Training and Education
WhenWho
Tactic # 1Principal and Management NowPrincipal Brkr
Commitment - Present at trainings, send Everyone "good job" notes as needed,
company-wideemails and voice mails
Tactic # 2Guest Speakers - need to have 2005???
"outside" relocation people help with training.
Offers a fresh and maybe different outlook.
Tactic # 3 Small “Branch Office” trainings in 2005Maggie
conjunction with regularly scheduled requiredBrenda relocation trainings. Casey
Cindy H.
Tactics Worksheet
GOAL # 1CUSTOMER SERVICE
Strategy # 3Quality Measurement Within The Department
WhenWho
Tactic # 1Have clearly defined and written ContinualMaggie
goals for each staff member and measure
theirperformance.
Tactic # 2Continual recognition and appreciation.ContinualEveryone
Tactic # 3Have clearly defined bonuses/awards ContinualMaggie
when achieving and exceeding their goals.
Tactic # 4Commit to maintaining a professional ContinualEveryone
workplace and high standards within
the department.
Tactics Worksheet
GOAL # 1CUSTOMER SERVICE
Strategy # 4Gifts, Bribes, and Incentives
WhenWho
Tactic # 1Attend weekly sales meetings.OngoingEveryone
Tactic # 2Contests - get everyone involved, OngoingCasey
relocation agent or not. Have contests Everyone
for everyonein the office. Serve
refreshments and have "parties"
as some of the awards.
Tactic # 3Have quarterly drawings for prizes. 2005???
Entry is a "good job card". This is Mgt. Team
available toeveryone, but is sponsored
by relocation.
Tactic # 4Continue Relocation office of the month2005????
with more recognition to go along with it.
Tactic # 5Monthly relocation newsletter with 2005???
plenty of agent recognition.Everyone
Strategy Worksheet
GOAL # 2PROFITABILITY
Strategy # 1Increase Client Base
Strategy # 2Corporate Development
Strategy # 3Provide "WOW" Service
Strategy # 4Prime Referrals
Tactics Worksheet
GOAL # 2PROFITABILITY
Strategy # 1Increase Client Base
WhenWho
Tactic # 1Regular mailings to client database.QuarterlyJoanne
Maggie
Tactic # 2Handwritten thank you notes to all ContinualEveryone
counselors, etc. after every closing.
Tactic # 3Attend all relocation conferences and WhenMaggie
functions - networking purposes.Scheduled
Tactic # 4Attend all REO conferences and call ContinualBob C./???
on local banks and attorneys.Maggie
Tactic # 5Have REO information on company website.2005???
Tactic # 6Hold local REO workshop for local banks April???
and attorneys.Maggie
Tactic # 7Personal visits to RMC's. Two of these can2005Maggie
be done in 2005 in conjunction with ERC
conferences.
Tactics Worksheet
GOAL # 2PROFITABILITY
Strategy # 2Corporate Development
WhenWho
Tactic # 1Training –Business Development to 2005Joanne
visit other CB companies. Agents and managers
need to have ongoing reminders.
Tactic # 2Corporate Marketing Materials - need Jan. Joanne
to have professional brochures, powerpoint Maggie
(for corporateclients and group moves), etc.
to mail and/or leave behind.
Tactic # 3Regular mailings to current corporate clients QuarterlyJoanne
and ones we are trying to establish. Establish Maggie
SEAP Program.
Tactic # 4Build our affinity program with the addition Jan.Joanne
of offering household good moving services, etc.Maggie
Tactics Worksheet
GOAL # 2PROFITABILITY
Strategy # 3Provide "WOW" Service
WhenWho
Tactic # 1Personal visits to RMC’s and QuarterlyMaggie
their Closing Attorneys.Brenda
Cindy
Tactic # 2Handwritten thank you notes to ContinualEveryone
counselors, attorneys, paralegals.
Tactic # 3Thank you's to agents and managers.ContinualEveryone
Tactics Worksheet
GOAL # 2PROFITABILITY
Strategy # 4Prime Referrals
WhenWho
Tactic # 1Market Prime Referrals to managers ContinualBrenda
and ensure that they have information Maggie
packages in stock.
Tactic # 2Provide Recruiter with packages for As RequestedBrenda
interviews and for career nights.Maggie
Tactic # 3Contact local Universities offering ContinualJeanne W.
real estate licensing courses and Jill R.
offer information.Esther K.
Tactic # 4Mailings - newsletters.Quarterly???
Maggie
Tactic # 5Maintain tickler system for dues ContinualBrenda
and license expiration dates.Maggie
Tactic # 6New member package should include ContinualMaggie
order form for business cards and scripts
to be usedto get referrals.
Strategy Worksheet
GOAL # 3INCREASE INCOMING CONVERSIONS
Strategy # 1Agent Training and Selection
Strategy # 2Agent Follow-up
Strategy # 3Buyers
Strategy # 4Sellers
Strategy # 5Affinity Accounts
Tactics Worksheet
GOAL # 3INCREASE INCOMING CONVERSIONS
Strategy # 1Agent Training and Selection
WhenWho
Tactic # 1Implement new Relocation TeamJan.Maggie
Agent Criteria.
Tactic # 2Monitor agent's performance record.ContinualBrenda Casey
Cindy H.
Tactic # 3Have written quarterly reviews for QuarterlyMaggie
team agents and face-to-face meetings yearly.Cindy H.
Tactic # 4More positive feedback through awards, ContinualEveryone
recognition, etc.
Tactic # 5Have Relocation Agents in Buyer’s GuideQuarterlyMaggie
Tactics Worksheet
GOAL # 3INCREASE INCOMING CONVERSIONS
Strategy # 2Agent Follow-up
WhenWho
Tactic # 2Monitor agent's conversion ratios andContinualEveryone
timeliness.
Tactic # 4Continual positive feedback through calls, ContinualEveryone
notes, awards, etc.
Tactic # 5Handwritten thank you note to agent after ContinualEveryone
every closing. Maybe the manager, also.
Tactics Worksheet
GOAL # 3INCREASE INCOMING CONVERSIONS
Strategy # 3Buyers
WhenWho
Tactic # 1Relocation Packages. Ensure that ContinualCasey
these are sent out completely and Nicole
immediately.Rianne
Tactic # 2Check into revising "blue book".Feb.???
Tactic # 3Ensure that thorough counseling has Jan.Brenda
been done with buyer.Casey
Cindy H.
Tactic # 4When available, have manager helpContinualBrenda
to match agent to ee.Casey
Cindy H.
Tactic # 5Ensure that agent has referred ee to ContinualBrenda
client required attorney and mortgage Casey
company. Cindy H.
Tactics Worksheet
GOAL # 3INCREASE INCOMING CONVERSIONS
Strategy # 4Sellers
WhenWho
Tactic # 1Counseling – When time permitsContinualBrenda
use pre-marketing questionnaire.Casey
Cindy H.
Tactic # 2Overnight pre-listing package.ContinualBrenda
Casey
Cindy H.
Tactic # 3Monitor agent's conversion ratios,ContinualBrenda
BMA variance ratios, and timeliness.Casey
Cindy H.
Tactics Worksheet
GOAL # 3INCREASE INCOMING CONVERSIONS
Strategy # 5Affinity Accounts
WhenWho
Tactic # 1Ensure complete counseling. ContinualCasey
Tactic # 2Ensure all follow-up letters mailed ContinualCasey
on time and place copies in member’s file.
Tactic # 3Periodic customer satisfaction callsContinualCasey
to ee after initial assignment.
Tactic # 4Use transaction tracking log to monitor ContinualCasey
that agents have returned all required paperwork.
Agent cannot receive another referral until all
previous paperwork is received.
Tactic # 5Overnight pre-listing packageContinualCasey
Strategy Worksheet
GOAL # 4 ATTAIN OUTGOING REFERRAL GOAL
Strategy # 1 Increase Placed Outgoing Referrals
Strategy # 2 Increase Closed Outgoing Referrals
Tactics Worksheet
GOAL #4ATTAIN OUTGOING REFERRAL GOAL
Strategy # 1 Increase Placed OutgoingReferrals
WhenWho
Tactic # 1Immediate weekly feedback. ContinualCasey
Send stars to agents with thank you
note for theplacement.
Tactic # 2All referrals will be counseled beforeContinualCasey
placement.
Tactic # 3 Use Coldwell Banker Mortgage for all buyers.ContinualCasey
Tactic # 4Attend office meetings on a regular basis.ContinualCasey
Tactic # 5Use relocation forms websiteContinualCasey
for better follow-up. Match with Lucero.
Monitor out-of-network placements.
Tactic # 6Contests - monthly, quarterly, etc.ContinualCasey
Tactic # 7Bribes - movie tickets, gas cards, ContinualCasey
phone cards, car wash coupons,concert tickets.
Tactic # 8Manager Incentive - tie it into their 2005Maggie
bonus or maybe a trip to a conference.
Tactic # 9OGR Posters in each office with 2005 goals.Jan.Casey
Tactics Worksheet
GOAL #4ATTAIN OUTGOING REFERRAL GOAL
Strategy # 2 Increase Closed Outgoing Referrals
WhenWho
Tactic # 1Office visits. Promote, promote, promote.ContinualCasey
Everyone
Tactic # 2All referrals to be counseled by us beforeContinualCasey
placement.
Tactic # 3Use Coldwell Banker Mortgage for all buyers.ContinualCasey
Tactic # 4Use Lucero and relocation forms websiteContinualCasey
to do better and more follow-up with agents.
Tactic # 5 More follow-up with ee's.Continual Casey
Tactic # 6 Manager Incentive - tie into bonus 2005 Maggie
or maybe trip to a conference.
Tactic # 7 Manager contests - prizes and 2005 Maggie
recognition at managers' meetings.
Tactic # 8 Monthly newsletter recognition. 2005 Casey
Tactic # 9 Send congratulations note withContinual Casey
referral monetary breakdown to
agent at closing.
Tactic # 10 Continual feedback and encouragementContinual Casey
to Referral Ambassadorsregarding
their office production and theirmonthly
referral bonus.