GOALS

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					             2005 Business Plan




                 GOALS

GOAL # 1   CUSTOMER SERVICE



GOAL # 2   PROFITABILITY



GOAL # 3   INCREASE INCOMING
           CONVERSIONS



GOAL # 4   ATTAIN OUTGOING
           REFERRAL GOALS
                  2005 Business Plan




                  Strategy Worksheet


GOAL # 1   CUSTOMER SERVICE

Strategy # 1   Paperless


Strategy # 2   Commitment to Relocation
               Training and Education


Strategy # 3   Quality Measurement Within
               The Department


Strategy # 4   Gifts, Bribes, and Incentives
                                     2005 Business Plan




                                      Tactics Worksheet


GOAL # 1              CUSTOMER SERVICE



Strategy # 1          Paperless
                                                                When      Who

Tactic # 1     Lucero and Relo Site - we need                   Ongoing   Cesar/Frank
               to have the custom forms section of the
               referral module written for our needs.


Tactic # 2     Internet – all relocation forms to be            Ongoing   Frank Zadroga
               on the relocation company website.

Tactic # 3     E-mail – will be using e-mail for                Ongoing   Dept.
               everything. Will need to do more
               training on this, especially sending pictures.


Tactic # 4     Relocation Company Website needs                 ASAP      ???
               to be updated. Should also include REO.
               We need some volunteers for this.
                                     2005 Business Plan




                                      Tactics Worksheet


GOAL # 1              CUSTOMER SERVICE


Strategy # 2                  Commitment to Relocation Training and Education

                                                                 When   Who


Tactic # 1     Principal and Management                          Now    Principal Brkr
               Commitment - Present at trainings, send                  Everyone
               "good job" notes as needed,
               company-wide emails and voice mails



Tactic # 2     Guest 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                2005   Maggie
               conjunction with regularly scheduled required            Brenda
               relocation trainings.                                    Casey
                                                                        Cindy H.
                                    2005 Business Plan




                                     Tactics Worksheet


GOAL # 1              CUSTOMER SERVICE



Strategy # 3                 Quality Measurement Within The Department

                                                           When        Who


Tactic # 1     Have clearly defined and written            Continual   Maggie
               goals for each staff member and measure
               their performance.


Tactic # 2     Continual recognition and appreciation.     Continual   Everyone



Tactic # 3     Have clearly defined bonuses/awards         Continual   Maggie
               when achieving and exceeding their goals.



Tactic # 4     Commit to maintaining a professional        Continual   Everyone
               workplace and high standards within
               the department.
                                     2005 Business Plan




                                     Tactics Worksheet


GOAL # 1              CUSTOMER SERVICE

Strategy # 4          Gifts, Bribes, and Incentives

                                                            When      Who


Tactic # 1     Attend weekly sales meetings.                Ongoing   Everyone


Tactic # 2     Contests - get everyone involved,            Ongoing   Casey
               relocation agent or not. Have contests                 Everyone
               for everyone in the office. Serve
               refreshments and have "parties"
               as some of the awards.


Tactic # 3     Have quarterly drawings for prizes.          2005      ???
               Entry is a "good job card". This is                    Mgt. Team
               available to everyone, but is sponsored
               by relocation.

Tactic # 4     Continue Relocation office of the month      2005      ????
               with more recognition to go along with it.


Tactic # 5     Monthly relocation newsletter with           2005      ???
               plenty of agent recognition.                           Everyone
                  2005 Business Plan




                  Strategy Worksheet


GOAL # 2   PROFITABILITY


Strategy # 1   Increase Client Base


Strategy # 2   Corporate Development


Strategy # 3   Provide "WOW" Service


Strategy # 4   Prime Referrals
                                     2005 Business Plan




                                      Tactics Worksheet


GOAL # 2              PROFITABILITY

Strategy # 1          Increase Client Base
                                                            When        Who


Tactic # 1     Regular mailings to client database.         Quarterly   Joanne
                                                                        Maggie

Tactic # 2     Handwritten thank you notes to all           Continual   Everyone
               counselors, etc. after every closing.


Tactic # 3     Attend all relocation conferences and        When        Maggie
               functions - networking purposes.             Scheduled


Tactic # 4     Attend all REO conferences and call          Continual   Bob C./???
               on local banks and attorneys.                            Maggie


Tactic # 5     Have REO information on company website.     2005        ???


Tactic # 6     Hold local REO workshop for local banks      April       ???
               and attorneys.                                           Maggie


Tactic # 7     Personal visits to RMC's. Two of these can   2005        Maggie
               be done in 2005 in conjunction with ERC
               conferences.
                                     2005 Business Plan




                                      Tactics Worksheet


GOAL # 2              PROFITABILITY



Strategy # 2          Corporate Development
                                                                  When        Who


Tactic # 1     Training – Business Development to                 2005        Joanne
               visit other CB companies. Agents and managers
               need to have ongoing reminders.


Tactic # 2     Corporate Marketing Materials - need               Jan.        Joanne
               to have professional brochures, power point                    Maggie
               (for corporate clients and group moves), etc.
               to mail and/or leave behind.


Tactic # 3     Regular mailings to current corporate clients      Quarterly   Joanne
               and ones we are trying to establish. Establish                 Maggie
               SEAP Program.


Tactic # 4     Build our affinity program with the addition       Jan.        Joanne
               of offering household good moving services, etc.               Maggie
                                     2005 Business Plan




                                      Tactics Worksheet


GOAL # 2              PROFITABILITY



Strategy # 3          Provide "WOW" Service
                                                          When        Who

Tactic # 1     Personal visits to RMC’s and               Quarterly   Maggie
               their Closing Attorneys.                               Brenda
                                                                      Cindy

Tactic # 2     Handwritten thank you notes to             Continual   Everyone
               counselors, attorneys, paralegals.


Tactic # 3     Thank you's to agents and managers.        Continual   Everyone
                                     2005 Business Plan




                                     Tactics Worksheet


GOAL # 2              PROFITABILITY

Strategy # 4          Prime Referrals
                                                           When        Who

Tactic # 1     Market Prime Referrals to managers          Continual   Brenda
               and ensure that they have information                   Maggie
               packages in stock.

Tactic # 2     Provide Recruiter with packages for         As Requested Brenda
               interviews and for career nights.                        Maggie


Tactic # 3     Contact local Universities offering         Continual   Jeanne W.
               real estate licensing courses and                       Jill R.
               offer information.                                      Esther K.

Tactic # 4     Mailings - newsletters.                     Quarterly   ???
                                                                       Maggie

Tactic # 5     Maintain tickler system for dues            Continual   Brenda
               and license expiration dates.                           Maggie


Tactic # 6     New member package should include           Continual   Maggie
               order form for business cards and scripts
               to be used to get referrals.
                  2005 Business Plan




                  Strategy Worksheet

GOAL # 3   INCREASE INCOMING CONVERSIONS


Strategy # 1   Agent Training and Selection


Strategy # 2   Agent Follow-up


Strategy # 3   Buyers


Strategy # 4   Sellers


Strategy # 5   Affinity Accounts
                                    2005 Business Plan




                                     Tactics Worksheet


GOAL # 3              INCREASE INCOMING CONVERSIONS



Strategy # 1          Agent Training and Selection
                                                               When        Who

Tactic # 1     Implement new Relocation Team                   Jan.        Maggie
               Agent Criteria.


Tactic # 2     Monitor agent's performance record.             Continual   Brenda
                                                                           Casey
                                                                           Cindy H.

Tactic # 3     Have written quarterly reviews for              Quarterly   Maggie
               team agents and face-to-face meetings yearly.               Cindy H.



Tactic # 4     More positive feedback through awards,          Continual   Everyone
               recognition, etc.


Tactic # 5     Have Relocation Agents in Buyer’s Guide         Quarterly   Maggie
                                    2005 Business Plan




                                     Tactics Worksheet


GOAL # 3              INCREASE INCOMING CONVERSIONS



Strategy # 2          Agent Follow-up
                                                            When        Who


Tactic # 2     Monitor agent's conversion ratios and        Continual   Everyone
               timeliness.


Tactic # 4     Continual positive feedback through calls,   Continual   Everyone
               notes, awards, etc.


Tactic # 5     Handwritten thank you note to agent after    Continual   Everyone
               every closing. Maybe the manager, also.
                                    2005 Business Plan




                                     Tactics Worksheet


GOAL # 3              INCREASE INCOMING CONVERSIONS

Strategy # 3          Buyers
                                                         When        Who


Tactic # 1     Relocation Packages. Ensure that          Continual   Casey
               these are sent out completely and                     Nicole
               immediately.                                          Rianne


Tactic # 2     Check into revising "blue book".          Feb.        ???



Tactic # 3     Ensure that thorough counseling has       Jan.        Brenda
               been done with buyer.                                 Casey
                                                                     Cindy H.


Tactic # 4     When available, have manager help         Continual   Brenda
               to match agent to ee.                                 Casey
                                                                     Cindy H.


Tactic # 5     Ensure that agent has referred ee to      Continual   Brenda
               client required attorney and mortgage                 Casey
               company.                                              Cindy H.
                                    2005 Business Plan




                                     Tactics Worksheet


GOAL # 3              INCREASE INCOMING CONVERSIONS



Strategy # 4          Sellers
                                                         When        Who


Tactic # 1     Counseling – When time permits            Continual   Brenda
               use pre-marketing questionnaire.                      Casey
                                                                     Cindy H.


Tactic # 2     Overnight pre-listing package.            Continual   Brenda
                                                                     Casey
                                                                     Cindy H.

Tactic # 3     Monitor agent's conversion ratios,        Continual   Brenda
               BMA variance ratios, and timeliness.                  Casey
                                                                     Cindy H.
                                     2005 Business Plan




                                      Tactics Worksheet


GOAL # 3              INCREASE INCOMING CONVERSIONS


Strategy # 5          Affinity Accounts
                                                                   When        Who

Tactic # 1     Ensure complete counseling.                         Continual   Casey


Tactic # 2     Ensure all follow-up letters mailed                 Continual   Casey
               on time and place copies in member’s file.


Tactic # 3     Periodic customer satisfaction calls                Continual   Casey
               to ee after initial assignment.


Tactic # 4     Use transaction tracking log to monitor             Continual   Casey
               that agents have returned all required paperwork.
               Agent cannot receive another referral until all
               previous paperwork is received.


Tactic # 5     Overnight pre-listing package                       Continual   Casey
                     2005 Business Plan




                    Strategy Worksheet



GOAL # 4       ATTAIN OUTGOING REFERRAL GOAL


Strategy # 1      Increase Placed Outgoing Referrals



Strategy # 2      Increase Closed Outgoing Referrals
                                     2005 Business Plan




                                      Tactics Worksheet


GOAL #4               ATTAIN OUTGOING REFERRAL GOAL
Strategy # 1           Increase Placed Outgoing Referrals
                                                                 When        Who

Tactic # 1     Immediate weekly feedback.                        Continual   Casey
               Send stars to agents with thank you
               note for the placement.

Tactic # 2     All referrals will be counseled before            Continual   Casey
               placement.

Tactic # 3     Use Coldwell Banker Mortgage for all buyers.      Continual   Casey

Tactic # 4     Attend office meetings on a regular basis.        Continual   Casey

Tactic # 5     Use relocation forms website                      Continual   Casey
               for better follow-up. Match with Lucero.
               Monitor out-of-network placements.

Tactic # 6     Contests - monthly, quarterly, etc.               Continual   Casey


Tactic # 7     Bribes - movie tickets, gas cards,                Continual   Casey
               phone cards, car wash coupons, concert tickets.

Tactic # 8     Manager Incentive - tie it into their             2005        Maggie
               bonus or maybe a trip to a conference.


Tactic # 9     OGR Posters in each office with 2005 goals.       Jan.        Casey
                                    2005 Business Plan




                                     Tactics Worksheet

GOAL #4               ATTAIN OUTGOING REFERRAL GOAL
Strategy # 2          Increase Closed Outgoing Referrals
                                                              When        Who

Tactic # 1     Office visits. Promote, promote, promote.      Continual   Casey
                                                                          Everyone

Tactic # 2     All referrals to be counseled by us before     Continual   Casey
               placement.
Tactic # 3     Use Coldwell Banker Mortgage for all buyers.   Continual   Casey

Tactic # 4     Use Lucero and relocation forms website        Continual   Casey
               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 with                 Continual   Casey
               referral monetary breakdown to
               agent at closing.

Tactic # 10    Continual feedback and encouragement           Continual   Casey
               to Referral Ambassadors regarding
               their office production and their monthly
               referral bonus.

				
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