Articles
Real Estate Strategy & Leadership Articles
Strategic insights on real estate practice, brokerage leadership, development analysis, and professional education by Liz Penner.
Contributing a Case Study to Managing the Customer Experience
Contributing a Practive Example to Managing the Customer Experience What Is a Practical Example Contribution? A practice example is a short vignette, typically 250 to 500 words, that highlights an example of excellence in your organization. Each vignette connects…
Upcoming Book | Managing the Customer Experience for Small Businesses and Entrepreneurs
Upcoming Book | Managing the Customer Experience for Small Businesses and Entrepreneurs I am delighted to have signed my second book contract with Routledge, part of the Taylor & Francis Group, for a textbook I have written, Managing the Customer Experience for…
Upcoming Course | Customer Service and Home Warranty (BLDC 1010)
BC Home Builders Licensing Class Upcoming Course | Customer Service and Home Warranty (BLDC 1010) I will be instructing Customer Service and Home Warranty (BLDC 1010) at BCIT beginning April 13. This course runs once a week on Mondays for 12 weeks and is part of the…
Upcoming Class | Customer Service
Upcoming FVREB Class | PDP Accredited I will be instructing a full-day PDP-accredited customer service course at the Fraser Valley Real Estate Board on April 9. More and more organizations, large and small alike, are realizing that their greatest differentiator is not…
Economic Forecasts vs. Dirt-Under-Your-Boots Intelligence
Economic Forecasts: Do the Builders Really Care? Recently, I have been noticing a growing trend among real estate companies that work with home builders. More and more brokerages are producing economic outlook reports that forecast where the market might go over the…
Sales vs. Marketing: The Ongoing Battle
The Disagrements Between Sales and Marketing Sales vs. Marketing: The Ongoing Battle While writing my first book, Leadership in Real Estate, I spent time studying personality markers associated with success in different roles within the industry. One of the most…
Do Open Houses Actually Find Buyers? It Depends Where You Are.
Will You Get Buyers from Your Open House Yesterday I was teaching a personal branding class for realtors in the Fraser Valley. One of my favourite parts of teaching is that I often learn as much as I teach. When a room is full of experienced agents, new ideas tend to…
The Burger Product
The Burger Product, A Conversation About Organizational Culture If you’re alive and always on the internet (like I am), then you’ve probably seen the McDonald’s meme. In fact, it seemed like bigger news than the meteor that lit up the sky and shook half the houses in…
The Process of Writing a Book
The Publishing Process I’ve been working on my second book for a while now, and people often ask what the publishing process looks like from an author’s perspective. So I thought I’d share a bit about the experience. Getting a book published is far more complex than…