In Pursuit of Delivering Exceptional Service

In Pursuit of Delivering Exceptional Service

Cartus has been in the relocation industry for a very long time, and one of our many accomplishments has been the creation of a top-performing national real estate broker network. The Cartus Broker Network’s real estate firms belong to some of the most well-respected brands in the business. Network Brokers are carefully selected and evaluated using consistent criteria such as service, conversion, and accuracy. In addition, there are stringent agent qualifications, including experience, certification training, and criminal background check. This network was first formed in the 1960s to deliver the traditional corporate relocation benefits to transferring employees and their families. As time evolved, our company used this same network to include broker to broker referrals between agents. What better way to have a successful home sale or home purchase than by using a knowledgeable, trained, and background checked real estate agent! And, then came affinity membership-based programs. In 1990, Cartus was the first in the relocation industry to sign an Affinity client for membership-based real estate benefits, Navy Federal Credit Union.

Our goal is to deliver exceptional service without compromising service, but in these times of modern technology, we also want it done QUICKLY

In the beginning, it was faced with reluctance in the industry, but as years went on, more and more consumers wanted something in return for their business, and the purchasing and selling of real estate was no exception. Since that signing, we have partnered with over 40 Affinity clients to help buyers and sellers, and our network has closed over 760,000 Affinity transactions.

Here at Cartus, the Broker Services Department’s responsibility is to not only make sure we can execute and deliver an exceptional customer experience, but we also don’t want to compromise broker performance. Mistakes in our industry are costly; costly to corporate clients, costly to customers/ members, and costly to real estate firms. The Broker Services department has oversight of the broker’s relocation department with weekly, monthly, and quarterly performance reporting and account management. To ensure that our national team of agents is knowledgeable and equipped to succeed, we rolled out an award-winning Cartus Network Certification Program for agents and broker firms, which includes various designations. Realtors must complete training and certification annually to comply.

So, as I said above, our goal is to deliver exceptional service without compromising service, but in these times of modern technology, we also want it done QUICKLY. In our industry today, speed to lead is the buzz word. Our transferring employees, Affinity members, or agent to agent buyers and sellers want it NOW. In 2015, Cartus rolled out proprietary, lightning-fast technology to assist in connecting our customers to our highly trained agents within seconds! This technology has proven to be one of the keys to fulfilling our commitment to delivering exceptional service to our customers and corporate clients, and the expectation of fast delivery is being accomplished.

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