2015 Executive Choice Awards
The winners of our Executive Consumer Choice Awards have many things in common, including proven service systems.
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Restaino & Associates
Relocation, Relocation, Relocation
Ron Restaino meets with his relocation team.
Ron Restaino is in no position to argue with the praise lavished on his relocation department. Restaino, owner of Restaino & Associates Realtors, has three full-time people on his relocation staff who do nothing but generate, cultivate, and nurture. They have ongoing relationships with most of Dane County’s large corporations, hospitals and clinics, and higher education departments. When those entities consider a new hire, the relocation department’s job is to show Madison in its best light.
Restaino & Associates has a relocation library where it keeps material on what Madison has to offer, from bicycle paths to opera. The library is a useful tool because when a local business calls with the name of a job candidate, the relocation department interviews family members to glean their interests. The team then tailors a package of amenities, including information about the school system, based on what it has in the library.
“To someone living in San Francisco, Calif., perhaps Madison conjures up images of sub-zero temperatures and unpaved streets,” Restaino jokes. “Many times, the employee who actually gets the promotion is delighted and wants the job, but his spouse and kids, especially if they are teenagers, don’t want to move. We need to be aware of that and help sell Madison.”
Follow up is part of the deal with Restaino’s relocation service, which represents almost 10% of its total business. After the relocation, Restaino & Associates keeps open the lines of communication with the corporate client and the buyer. It has to make sure the new family is getting the services it needs and wants to get feedback on the service provided by its agent.
“The corporation also needs to be kept in the loop because ultimately if we do a bad job, we may lose the corporate account, as well as maybe lose the buyer,” Restaino notes. “In these situations, we almost always have two sets of clients.”
“The relocation team is outstanding.” — voter comment
Restaino believes imagery is another reason for his customer-service edge, not the company’s image but the sheer number of property images on the company website. He concedes that other real estate agencies have comparable websites, but he won’t be outdone. “We offer our agents free virtual property tours for all of their listings,” Restaino notes. “Anybody that lists with the company will get the benefit of having a professional photographer who is bonded and who is a member of the real estate board, so he has one of those ‘super keys’ and he does not have to be let in. We set up the appointment with the seller at the seller’s convenience and the photographer will come to the house and take at least 20 digital still pictures, and three panoramic views of the house.”
They have the choice of a video, as well, and benefit from a software tool that’s useful when conducting market analysis and searching for desired properties. Under no circumstances will Restaino & Associates accept listings on its website from agents who do not have pictures of their properties. The technology is expensive but Restaino considers it a cost of doing business.“If we didn’t, that would reflect badly on our entire organization,” he says. “Technology is a tool that helps us communicate better with our customers and clients in ways they want to be communicated with.”
Sales meetings are opportunities to address customer complaints and get things buttoned down. “We generally have them companywide,” Restaino says. “We provide breakfast and we spend two hours going over some of the issues and problems of the last three or four months.”