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Lou_GonzalezLooking to set your office culture apart? Read the following interview with Lou Gonzalez, president with RealtyONEGroup in Irvine, Calif., as he discusses company culture, collaboration and more.

Region served: 16 states from California to Pennsylvania and Maryland
Years in business: 31
Number of offices: 69
Number of agents: 8,100
Can’t live without tech tool: My smartphone
No 1. thing to look for in a franchise recruit: A track record of success
Best tip for dealing with difficult customers: Listen to their concerns, then address them directly and honestly. A difficult customer is an opportunity to create a stronger bond and convert them by exceeding their expectations.

What are the top two fundamentals that you feel are essential to your company’s success?
First, you must listen and learn every day. It’s also important to conduct yourself with integrity and honor every commitment you make to your valued clients and team members.

What strategies do you utilize to stand out to clients and achieve customer loyalty?
The key is to be extremely responsive and communicate positive messages so that your client is never left in the dark. A true report card for an organization is the long-term loyalty of clientele. Those who build that rapport will enjoy long-term success. Consumers need agents to guide them through the almost limitless sources of information they’re exposed to.

How has your company evolved over the years?
RealtyONEGroup started with company-owned offices in Las Vegas, Phoenix and Southern California. Today, we benefit from a dual-distribution network with company-owned and franchised locations. This has enabled RealtyONEGroup to become a leading brokerage and real estate services franchisor, ranking No. 5 in the nation for 2015 sales volume, according to RISMedia’s 2016 Power Broker Report. We’ve also been featured in the INC. 500/5000 as one of the fastest-growing companies in America for seven consecutive years.

Where does the greatest opportunity for increased business lie?
For us, the biggest opportunity lies in the growth of our franchise company and its expansion into all 50 states. RealtyONEGroup is also focusing on becoming an international brand within the next few years. We continue to make investments in our infrastructure to propel our growth, our associates and our franchisees.

What’s the key to successfully working together?
RealtyONEGroup is a lifestyle brand with raving fans among agents and clients, inspiring a ‘coolture’ that’s second to none. Creating a company that focuses on fostering a unique culture gives everyone a voice. RealtyONEGroup is built on the principle of putting agents and clients first, empowering agents through a simple formula: 6 C’s + ONE: Coolture, Commissions, Coaching, Community, Care, Connect + BRAND. We’re a community of professionals and dreamers who are looking to make a difference and change the industry.

For more information, visit