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Market Center Health
Retention Vital Signs



Mike Bastian
   Mike Bastian
           Austin, TX
           KW MAPS Leadership Coach              #KWFR

           KWU International Master Faculty


2 Market Center Health – Retention Vital Signs
             Please complete an evaluation form
             found in the back of your program guide.




3 Market Center Health – Retention Vital Signs
   Vital Signs
    • What Are Vital Signs?
    • The Impact on Market Center Wellness
    • Vital Sign Examples
    • Green, Yellow, Red



4 Market Center Health – Retention Vital Signs
   What Are Vital Signs?
    • Think of going to the doctor’s office.

    • What does the doctor do first?




5 Market Center Health – Retention Vital Signs
   What Are Vital Signs?
    • Symptoms

    1. Reads your Vital Signs.

    2. Asks you questions.

                                Diagnosis

                                Prescription


    • As Dianna says: Prescription without diagnosis is malpractice!

6 Market Center Health – Retention Vital Signs
   What Are Vital Signs?
    • Vital Signs are measures of various statistics and
      metrics to determine the wellness of the entity.

    • In other words … they are the symptoms you can
      physically observe!



7 Market Center Health – Retention Vital Signs
   What Are Vital Signs?
    • Leading Indicators (or Measures):
           • Predictive
           • Influenceable

    • Lagging Indicators (or Measures):
           • Measure progress toward the goal



8 Market Center Health – Retention Vital Signs
   What Are Vital Signs?
    • Example

    • What are the Vital Signs?

    • Leading?

    • Lagging?

9 Market Center Health – Retention Vital Signs
    The Impact on Market Center Wellness

     • The effect on retention and attrition

     • What causes agents to leave your Market Center?
            • Retention – Why?
            • Attrition – Why?



10 Market Center Health – Retention Vital Signs
    Vital Sign Examples
     •   Contributing Agents
     •   % Cappers
     •   Contributing Agent Growth
     •   % Market Center Productivity – Contracts
     •   % Market Center Productivity – Listings
     •   % Listing Income
     •   Company Dollar (Co.$) per Contributing Agent
     •   Co.$ % of GCI
     •   Expenses as % of Co.$
     •   Other Outside Income as % of Co.$

11 Market Center Health – Retention Vital Signs
12 Market Center Health – Retention Vital Signs
    Green, Yellow, Red
                                                  Green, Yellow, Red

                                                     Green                     Very Good


                                                     Yellow                    Satisfactory

                                                                       Warning! Retention issues in
                                                      Red
                                                                             60 to 90 days.




13 Market Center Health – Retention Vital Signs
    Vital Sign Examples
     • Vital Sign 1: Percentage of Agents Writing
       Contracts
     • Vital Sign 2: Company Dollar as a Percentage of
       GCI
     • Vital Sign 3: Team Meeting Attendance




14 Market Center Health – Retention Vital Signs
                     Vital Sign 1:
                 Percentage of Agents
                   Writing Contracts

#KWFR
15 Market Center Health – Retention Vital Signs
    Percentage of Agents Writing Contracts
     • Definition
            • The percentage of the Contributing Agent Base who
              have written a contract in the most recently
              transmitted month.

                   • What is a Contributing Agent?




16 Market Center Health – Retention Vital Signs
    Percentage of Agents Writing Contracts
     • Definition
            • This number can be drawn from the Multi-Year Trend
              Report on myKW, listed as “Productivity base written
              percent.”

            • A lower number suggests that fewer agents are in
              productivity, and that less-productive months are
              ahead.

17 Market Center Health – Retention Vital Signs
    Percentage of Agents Writing Contracts
                                                  Green, Yellow, Red

                                                     Green             More than 50 percent

                                                                         Between 40 and
                                                     Yellow
                                                                           50 percent
                                                      Red              Less than 40 percent




18 Market Center Health – Retention Vital Signs
    Percentage of Agents Writing Contracts
     Example


                     Mar             Apr          May   Jun   Jul   Aug   Sep
Below Half
Cap OUT                 5              0           0     1     2     3     3
    PB
 Written %           37%            54%           53%   46%   43%   42%   35%



19 Market Center Health – Retention Vital Signs
                       Vital Sign 2:
                   Company Dollar as a
                    Percentage of GCI

#KWFR
20 Market Center Health – Retention Vital Signs
    Company Dollar as a Percentage of
    GCI
     • Definition
            • It is determined by dividing Company Dollar by total
              GCI.
            • It indicates whether the majority of Company Dollar is
              being provided by non-cappers or Cappers.



21 Market Center Health – Retention Vital Signs
    Company Dollar as a Percentage of
    GCI
            Agent Gets a Commission Check –
                             $5,000
                              GCI
           Split           70% / 30%
                     COS%GCI        Co$%GCI
           Money          $3,500 / $1,500
                      COS                Co$




22 Market Center Health – Retention Vital Signs
    Company Dollar as a Percentage of
    GCI
     • Definition
            • Thus Co$/GCI can range between roughly
              5 percent (meaning all production was done by high-
              performing Cappers) to 30 percent.
            • The lower Co$/GCI is, the less production is being
              done by non-cappers, and the more likely those non-
              cappers are to walk out the door 60 to 90 days later.

23 Market Center Health – Retention Vital Signs
    Company Dollar as a Percentage of
    GCI
                                                  Green, Yellow, Red

                                                                         Between 15 and
                                                     Green
                                                                           20 percent
                                                                         Between 10 and
                                                     Yellow
                                                                           15 percent
                                                      Red              Less than 10 percent




24 Market Center Health – Retention Vital Signs
    Company Dollar as a Percentage of
    GCI
     • Example:
            • Your agents are all on a 70/30 split.

            • When Co$% GCI = 15%
            • 15 ÷ 30 = .50 (50%)
            • So 50% of the GCI for the month is going to
              non-cappers.

25 Market Center Health – Retention Vital Signs
    Company Dollar as a Percentage of
    GCI
     • Example:
            • Your agents are all on a 70/30 split.

            • When Co$% GCI = 20%
            • 20 ÷ 30 = .67 (67%)
            • So 67% of the GCI for the month is going to
              non-cappers.
26 Market Center Health – Retention Vital Signs
                               Vital Sign 3:
                              Team Meeting
                               Attendance

#KWFR
27 Market Center Health – Retention Vital Signs
    Team Meeting Attendance
     • Definition
            • It is the percentage of active agents attending your
              meetings.
            • It measures Market Center participation.

           Attendance ÷ Contributing Agents = Team Meeting
           Attendance


28 Market Center Health – Retention Vital Signs
    Team Meeting Attendance
            • The more attendance you have at team meetings,
              the more likely you are to retain agents.
            • Team meeting attendance (TMA) is a strong
              indicator of the pulse of the Market Center.
            • Low TMA is an indication that agents are pulling
              away from the Market Center, and suggests that
              in 60 to 90 days, you will lose some agents.


29 Market Center Health – Retention Vital Signs
    Team Meeting Attendance

                                                  Green, Yellow, Red

                                                     Green             More than 50 percent

                                                                         Between 30 and
                                                     Yellow
                                                                           50 percent
                                                      Red              Less than 30 percent



30 Market Center Health – Retention Vital Signs
    Team Meeting Attendance
     Example:

     • I have 150 Contributing Agents.
     • 50 of them attend the Team Meeting.
     • 50 ÷150 = 33%

     • Green? Yellow? Or Red?

31 Market Center Health – Retention Vital Signs
         Noticing Red Lights – and
          What to Do About Them



#KWFR
32 Market Center Health – Retention Vital Signs
    When/Where to Look
     • Productivity-based Written Percentage
            • Monthly after transmittal
                   • “Written Sales Volume by Associate” Report
                   • Consult your color-coded roster
            • Identify WHO did not write a contract
            • Highlight them on your color-coded roster




33 Market Center Health – Retention Vital Signs
    Who Should Look
     • Who is the MC leader most likely to notice who is
       and who is not writing a contract?
            • The MCA

     • Who is the MC leader most likely to notice who is
       and who is not showing up to team meetings, events,
       and in the Market Center?
            • The Director of First Impressions

34 Market Center Health – Retention Vital Signs
    What You Do When There’s a Red
    Light
     • The further away your Market Center is from the
       green-light measure, the more direct and proactive
       you need to be in fixing it!




35 Market Center Health – Retention Vital Signs
    Do the Two!
     • MCA
            • Contact two people a day who did not write a
              contract
                   • Love on them (not making them wrong for not writing a
                     contract)




36 Market Center Health – Retention Vital Signs
    Do the Two!
     • Director of First Impressions
            • Contact two people a day who they did not see at the
              team meetings
                   • Love on them (not making them wrong for not being there)




37 Market Center Health – Retention Vital Signs
                          Thank You!
                  Please complete an evaluation form found
                      in the back of your program guide.


                To download a free copy of this presentation,
                                 GO TO:
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posted:6/9/2014
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