The Boutique Broker's Guide to Delighting Agents and Winning Star Talent

Seth Price
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Getting the deal to the finish line: Transaction management support

Not every brokerage wants or needs to employ transaction coordinators or other support positions, but for some, it’s a crucial component of keeping agents focused on their highest-value tasks.

Wemert Group Realty uses client care coordinators on staff. “That’s a pretty major part of agent support,” Smith notes. “They have someone who’s going to pick up and start going forward as soon as they execute a contract on the buy side or list side.”

Using coordinators means that agents not only have a consistent experience, but they can also position  their coordinators as a partner in the office who’ll be helping out with the deal.

The transaction coordinators at Wemert are a far cry from a contracted (but valued) position at many other brokerages. They’ve set up these coordinators to work personally with a group, or tribe, of agents, and the coordinators help manage those agents even as they work to ensure that all of their transaction i’s are dotted and t’s are crossed. They have monthly meetings with their tribe members and help the brokerage communicate changes or shifts to the agents.

“What has really set us apart and lets us grow wider and deeper is putting people in these tribes in a way that makes sense, so the agents have stability,” explains Smith.

And it attracts a higher quality transaction coordinator to the mix, too: “People in an admin seat have a lot more power over their seat and feel like they have a purpose.”

In Adkins’ opinion, for a smart broker, “transaction coordination should be a small profit center.” A small markup can keep processes running smoothly and ensure agents always have the level of transaction support they need.