Jesse East - RE/Max Kelowna

Jesse East contacted us with a common question on the minds of most business owners and professionals - "How do I deliver a great experience to my customers so that they use my services again and tell others about it?" Since Jesse is a real estate agent, we embarked on a journey to understand what home ownership meant to people and how buyers related to the process of purchasing their home. We knew that if we helped Jesse align himself appropriately with the non-conscious aspects of home ownership, he'd be able to deliver a much better home-buying experience for his customers.

Our first order of business was to identify the primary emotions associated with a home buying experience. We then explored each emotion individually trying to understand how we could amplify all the positive emotions and minimize the negative ones. We selected words, colours and imagery accordingly and used them to create Jesse's print collateral, website, dress code and presentation.

When it came to the website, we were challenged with the need for automation. There are literally hundreds of listings that are shared between RE/Max office agents; on top of that, listings are are continuously being added, adjusted and removed. RE/Max Kelowna makes a generic website available to their agents, however it did not provide the flexibility and the customization that we were looking for. With a sheer number of listings, maintaining and updating them manually was not an option. So we designed and built an extensive, highly customized back-end system that monitors all of the listings and updates them appropriately in real time. As a result, Jesse's website is always up to date and he does not need to spend any time on it. Instead he can spend his valuable time serving his clients and building his referral network.