Once an agent is face-to-face with a client, customer focus becomes the single most significant factor in differentiating that agent from their competitors.

As a manager, it’s your role to help your agents learn from their customers and use the information to guide the strategic decision making within your company. It will help you and your agents anticipate the needs of your agents and their customers far better than your competition can and it will focus resources on the priorities that those customers will notice most. After all, what better way to obtain market share than through retaining a lifetime of buyers/sellers from loyal customers?