Frequently Asked Questions.and Answers (FAQs)

What is Quality Service Certification^® and what is a Quality Service Certified^® real estate professional?

Quality Service Certification is a service delivery system employed by real estate professionals, defined by and created for consumers, to offer better service, more value and greater satisfaction. The Quality Service Certified real estate professional commits to follow a prescribed service process that is presented and communicated in writing to every customer and client with a guarantee of delivery. Following the closing of each home purchase or home sale, an independent research company sends the consumer a Quality Service Assurance Survey^© asking tough questions about the details and overall satisfaction of service provided by the sales agent and broker. An integral part of the sales person's ability to maintain Quality Service Certified status, rests with that service evaluation feedback from every buyer and seller.

Why Quality Service Certification - doesn't every professional know how to deliver good service?

While most dedicated real estate professionals know how to deliver good service, even the best real estate professional does not deliver every key element of the service process with every consumer and every client every time. The absence of a real standard of service, a defined service process, a measurement system, and accountability, contributes to inconsistency of service satisfaction and value. Adding to this, brokers and supervisors in a misguided effort to avoid conflict and confrontation have been reluctant to impose standards or to closely review service delivery. The Quality Service Certification program offers sales associates and brokers a tested system and framework for delivering better service and value through process, commitment, measurement, feedback, control, recognition and reward.

Can anyone claim or use Quality Service Certified professional recognition or mark?

The uses of the Quality Service Certified professional recognition, trademark, logo and copyright materials are protected property and may only be used by those who have met all the requirements of the Quality Service Certification program and who are currently in good standing. Those terms and conditions are specified in the Licensing Agreement and must be signed by the candidate. Annual renewal is at the discretion of Quality Service Certification, Inc. and is based upon meeting the service delivery standards as measured by the Quality Service Assurance Survey and the payment of an annual renewal fee.

What is the difference between Quality Service Certified professional recognition and the many designations offered by the real estate industry?

Most designations are promoted for the benefit of the practitioner, enhancing professional image and credibility. Quality Service Certified recognition exists to insure the consumer a higher level of professional accountability, better service and greater service value. Most designations are earned once, while Quality Service Certified professional recognition is earned and maintained by meeting or exceeding a standard of ongoing quality service delivery for each transaction. That's a big difference!

Simply put - most designations serve the practitioner. Because of this, most designations are not understood or appreciated by the consumer. Quality Service Certified professional recognition serves the consumer. Quality Service Certification doesn't require a lot of explaining... consumers get it - really!

How can I benefit from Quality Service Certification?

By understanding and committing to the use of a defined and detailed service process, by offering and using it every time, by guaranteeing that process in writing and by participating in the Quality Service Assurance Survey with every buyer and seller after closing, you distinguish yourself as a serious, accountable and reliable service professional. The objective performance feedback you receive from the survey results will enable you to further improve your service and to learn more about the service delivery process - survey and research data keep you in tune with the market and ahead of the competition.

In addition Quality Service Certification offers you the real estate practitioner the following benefits:

• Superior customer/client satisfaction
• Greater customer/client loyalty
• More referrals and repeat business
• Meaningful competitive advantage
• An alternative to discounting
• Increased earnings and income
• Recognition for service excellence
• Membership in an elite network of similarly dedicated professionals

What advantage does Quality Service Certification offer me for getting more business, more customer loyalty, more repeat business and more referrals?

In a competitive business environment differentiating yourself from the competition and offering a better product or a measurably better service is not easy. It is especially difficult in real estate. And saying so doesn't make it so! The Quality Service Certification delivery system offers a real service process that gets results and that consumers understand. That understanding creates a higher form of accountability and greater appreciation for both effort and outcome. At the same time, your service performance is evaluated and quantified by those you have already served for the information and benefit of those you would like to serve. And all this is validated by a third party, independent research firm. That makes you a very tough competitor and a very good service provider.

What should I tell my broker?

You should proudly inform your broker of the service process and accountability you have elected to offer your clients as a result of becoming a Quality Service Certified real estate professional. These practices and standards should not conflict with any of the existing programs or practices offered by your broker or company. Quality Service Certification will only make existing programs better. Quality Service Certification and you as a Quality Service Certified professional offer your broker:

• A service partnership
• A service delivery process
• Mutual accountability
• A standard of service performance
• Meaningfully competitive advantage
• An alternative to commission discounting
• Greater customer and client satisfaction
• More referrals and repeat business
• A focus on quality enriching the work environment
• Recognition for service excellence
• Ground-breaking for other sales associates to follow

Share a copy of this "Frequently Asked Questions" with your broker and encourage him/her to visit our Web site www.QualityCertified.org or contact us at info@QualityCertified.org.

What should I tell my associates and friends in the business?

Share the "Frequently Asked Questions" about Quality Service Certification with them. Let them know of your understanding of what a consumer driven service means and how you are committed to delivering a higher standard of service. Invite them to join the growing ranks of real estate professionals seeking to distinguish themselves through better service and better service value.

Will there be other Quality Service Certified real estate professionals in my market?

Over time many if not all of the most dedicated real estate service professionals will become Quality Service Certified. The first in a market with a measurably better service or product has an advantage. By focusing your energies on a defined service process, the delivery of a measurably better service and a more valuable service, you differentiate yourself from most other competitors and gain competitive advantage.

How can other top sales associates become Quality Service Certified?

A schedule of Quality Service Certification programs is being or will be offered through State Associations, Boards of REALTORS^®, professional real estate organizations and individual and regional brokerage companies. In addition an on-line Quality Service Certification program delivery will soon be available for individuals unable to attend live workshops or for those who prefer learning on demand (24x7) and in the privacy of their own office or home.
Contact Quality Service Certification, Inc. via:
Phone: 949 481-4438
E-mail: Info@QualityCertified.org.

How will consumers become aware of and learn about Quality Service Certification?

Initially they will learn about Quality Service Certification through your listing presentation or buyer counseling session. As part of the Certification package a press release, logos and trademarks for reproduction, sample Quality Service Guarantees, and sample Quality Service Assurance Surveys are included for you to use in communicating with prospects and clients.

As the network of Quality Service Certified real estate professionals grows, promotion and awareness will grow with it. Because the very heart of Quality Service Certification is based on a consumer orientation and consumer benefit, the media will take a keen interest in the growth and delivery. We expect significant coverage and exposure over the months ahead. The Quality Service Certification Web site (www.QualityCertified.org) will be a source of information and learning about promotion, media coverage, program features and newly qualified Quality Service Certified practitioners.