case study

Melbourne Real Estate

Who is Melbourne Real Estate?

Melbourne Real Estate (MRE) is a full-service project marketing, residential sales and property management agency, servicing the property market of Melbourne’s inner suburbs. Since its inception in 1992, the business has grown rapidly and gained a reputation as a forward-thinking agency known for its service promise to its clients and as an employer of choice not only within the Real Estate Industry but across all industries in Australia. During a significant period of growth, it was recognised by MRE’s Business Leaders that customer experience and employee experience are inextricably linked, and in order to continue offering world-class customer service, a distinct focus must be placed on the employee experience. With this knowledge, Melbourne Real Estate introduced REDii to their organisation in 2015, putting their people at the centre of their business success.

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The Challenge

MRE’s Business Leaders identified the need to engage a program that could further enhance the genuine passion fostered within the MRE community as the business scaled, further encouraging positive behaviour and driving each team member’s commitment to the business and its clients. Focusing effort on improving the employee experience, a framework to deliver on the strategy and plan was developed.

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The Solution

A solid structure was put in place to reward employees, using the REDii platform, who consistently delivered by going above and beyond for the company and their clients. Each award that has been established on REDii is purposeful to MRE, reflecting and driving their core values, RAISE: Results, Accountability, Innovation, Service, Enthusiasm. A high level of importance is placed on innovation at Melbourne Real Estate, therefore an award (aptly titled ‘Innovation Sensation’) was established where team members are rewarded for making suggestions on how they can improve internal systems, procedures or practices. Team members can also award anyone within the company the ‘Spirit of MRE’ award for inspiring passion, dedication, and commitment to the agency's core values. By acknowledging that thriving companies are made up of collaborators and team players, Melbourne Real Estate has created results that truly speak for themselves.

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The Results

Since the launch of REDii, their team has doubled in size, the rate of attrition has impressively reduced, and they were proudly awarded 9th Best Place to Work by Great Place to Work Australia. The development of REDii awards that reflect the core values and aspirations of the business has fostered a positive environment of encouragement where the team can celebrate the everyday wins and achievements of their peers. From a managerial point of view, success is clearly identifiable as every award is created strategically to support the growth of the business. Employee engagement has been measured throughout the period since the implementation of the framework, with results improving year on year, leading to significant, tangible shifts in excellence and time saved in recruitment. The overall impact on customer service has been charted over this time, with improvements in staff retention and employee engagement having a direct impact on the customer experience.

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