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PRUDENTIAL FLORIDA REALTY: MANAGING TO CUSTOMER SERVICE Mgt. 5012 – 21 st Century Management Practices Dr. Eleanor Marschke Presented by: Michael Horwitz 3/19/2010 1 Michael Horwitz – MGT 5012

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Page 1: Analyzing Real Estate Organizations

Michael Horwitz – MGT 5012

PRUDENTIAL FLORIDA REALTY:MANAGING TO CUSTOMER SERVICE

Mgt. 5012 – 21st Century Management PracticesDr. Eleanor Marschke

Presented by: Michael Horwitz

3/19/2010 1

Page 2: Analyzing Real Estate Organizations

Michael Horwitz – MGT 5012

Variables in customer service:

Promoters – – Would recommend

Detractors – – Would not recommend

Net Promoter Score– Percentage of

promoters less percentage of detractors

3/19/2010 2

Page 3: Analyzing Real Estate Organizations

Michael Horwitz – MGT 5012

ABOUT PRUDENTIAL FLORIDA REALTYWholly owned by WCI Communities, Inc.2nd largest real estate brokerage company in Florida33rd largest real estate brokerage company in the

United States40 Offices in Florida – 1,900 agentsFranchisee of Prudential Real Estate Associates

3/19/2010 3

Page 4: Analyzing Real Estate Organizations

Michael Horwitz – MGT 5012

Management Theories – the good, bad, and ugly.

Dependent - Autocratic

Independent - Lazze-faire

Interdependent - Democratic

3/19/2010 4

Page 5: Analyzing Real Estate Organizations

Michael Horwitz – MGT 5012

Recommendations

1.Align agents with vision, mission and values.

2.Establish accountability

3.Provide resources

Manage to increase Net Promoter Score

3/19/2010 5

Page 6: Analyzing Real Estate Organizations

In conclusion:


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