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Scaling New Heights Through Teamwork
Midland Realty
Building The Exceptional Realty Agency
When Midland Holdings Limited first talked with us in June last year, the Company had just attained the Q-mark Certificate from the Federation of Hong Kong Industries' Hong Kong Q-mark Council. Last month as well, Midland Holdings Limited expanded beyond the Territory to become the first qualified Q-mark real estate agency in Macau. Given the fact that they are the only public listed realty agency on the Hong Kong Stock Exchange, Midland Holdings Ltd.'s success is no coincidence, but is rather an accurate reflection on their professionalism and on-going system of service standard enhancement.
A renowned company with 33 years' experience excellent services
"Our company has been in business for more than 33 years and enjoys a deep-rooted reputation as an industry pioneer," says Ms. Kitty Ip, Managing Director (Corporate) with Midland Holdings Limited. Midland was founded in 1973 as a small real estate agency in Mei Foo Sun Chuen, and today the group of more than 6,300 staff, has become the Territory's largest and only public listed real estate agency in Hong Kong. The Company also expects to increase its staff recruitment activities to cope with its continuing growth in Hong Kong as well as expansion in Macau and China.
According to Ms Ip, their success is due to staff adherence to the Company's mission of: "Consider customers' concerns; be responsive; initiative; innovative; a team member and scaling new heights." Employees are always asked to offer services that are prompt, precise, sincere, close and professional.
Company Values: promptness, precision, sincerity, closeness, professionalism
"Our Company culture emphasises delivering services that are prompt, precise, sincere, close and professional because "customers" always come first in this people-oriented industry", explains Ms. Ip. "In Hong Kong where people live under a fast paced life and unpredictable market conditions, we must satisfy customers' needs promptly. Moreover, precise information is essential for smart customers who can do market research and analysis by themselves. That's why we use our intensive group network to supply them information to optimise their decision-making process. In addition, our staffs are required to have a sincere attitude to work for customers wholeheartedly and adopt the customers' perspective to gain their trust. We must also closely stay abreast of ever-changing market conditions and try our best to strive for customers' expectations. Fulfillment of these criteria and achieving continual progress help us to become a professional team."
A company that continues to win numerous awards
The effectiveness of strict requirements is reflected in the Company's long list of awards that includes the Q-mark Certificate presented by the Federation of Hong Kong Industries' Hong Kong Q-mark Council in January 2005, plus winning all prizes during the first official ¡§The Hong Kong Estate Agents Award Presentation". Our company had been named by Forbes magazine as one of the Asia's Most Successful Public Listed Company (under an asset of 1 Billion US$) last October. It was further named by Asiamoney's as 2005 Best Managed Company (Medium Cap category). Moreover, in May this year, Midland had become the first real estate agency that has attained Q-mark in Macau as afore-mentioned.'
Vision outlook and strong resources to handle crisis management
Through its 33 years of operations, the Company has obtained numerous prestigious achievements, it also encountered countless severe challenges. Being a public listed company and in possession of abundant management experience, Midland Holdings has always been able to convert threats into opportunities. "During the SARS crisis of 2003 when the market was down in the valley, we did our best to boost staff morale, create positive attitudes and persuade property owners to offer special prices to a few yet valuable buyers. These efforts helped us to close deals, which, in turn, uplift market sentiment and inspire employees to face challenge head on."
By making accurate projections of market trends, the Company saw the end of SARS and predicted that the property sector would rebound while the rest of the industry was still waiting for market conditions to bottom out. As a result, Midland Holdings was able to get a head start on its competitors in 2004 and 2005, breaking a number of sales records in the industry.
Sharing the outcome of success with talented staff
"The establishment of the Estate Agents Authority in 1997 had an impact far more reaching for the industry than the SARS crisis. To cope with the change in the statute law, we proactively initiated a series of training programmes to educate staff about the changing of roles and responsibilities of being a real estate agent," says Ms Ip. "We operated the University which enabled us to provide a wide variety of comprehensive training programmes to employees at all levels as well as other outside parties so that they could earn licenses." In fact, continual emphasis on training has always enabled the Company to make a smooth transition in its business operations.
In addition, the Company implemented various remuneration programmes to encourage staff to raise their professional standards. "We set up the 'Elite Club' for top front-line agents so that they could participate in various academic studies, visits and classes to improve services and to hold a gathering to elevate their team spirit," says Ms. Ip. "Moreover, our very best managers were invited to join the 'Ten Million Round Table' where they were offered very attractive benefits and travel opportunities. This would let them know that the Company values their efforts and achievements, and enhances their strong sense of belongings."
Last year when we interviewed Midland Holdings Limited, their staff totalled 6,000. The number has now increased to 6,300 and showed a continuing upward trend. Ms Ip says that in order to fostering business expansion, the Company is looking for individuals who are responsible, enjoy communicating with people and are mature. |
