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The Bridge

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The Bridge

Do you want to amp up your company generated business game? The Bridge is where the real estate, relocation and mobility industry can discover how taking a new path doesn’t have to be scary. Teresa R. Howe is an expert in her field with years of successful program and services development and management. She has a passion for helping companies be the best they can be. Do you want more revenue, more customers and better experience management? Get tips on how to compete more effectively in a world of constant change and disruption. You might also come across some random thoughts that just pop into her head.

Making Your Plan of Action--You've Got This!

As this pandemic wears on, we have all gone through various stages of shock, sadness, grief, frustration, worry, anger, but now it’s time to ensure we have a rock solid plan for the future.  I know you all are fulfilling our obligation for duty of care for those who depend on us: our employees, transferees, agents, leadership and sources of business. Now is the time for us to step up to provide transparency and consistent messaging with confidence and without opinion. I am sure most of you have detailed action plans in place. Here are some thoughts about what elements might be included in a comprehensive plan.

Communication:

  • Reach out to your transferees on hold. Ensure your agents are doing the same, even if it is just to check in on them and let them know you care. Provide timely information about what is going on in your market. You don’t want them to forget about you as time passes while they are on hold.

  • Get your CRM in order. Do you have up to date email addresses for your vendors, broker network and corporate and RMC contacts and consultants?

  • Create a real time informational online piece. Update it daily, weekly or monthly about the new processes and status of showings, closings and recording of sales in your area. People coming from other states or countries need to know what to expect regarding how they will actually complete a real estate search and transaction in your specific market. Keeping safety and security in the forefront of the message. Hopefully, your company already has this information readily available, but if not, creating a simple Google doc will allow you to email the link or post it on social media. Make sure your staff and agents are reading the information and sending it out.

  • Distribute the recovery and business continuation plan. Provide information to relocation management firms and corporations regarding your state’s compliance and recovery plan, as well as your company and department plan. Make sure your plan matches their expectations for their clients and transferees. People relocating will want to know if their child will be homeschooling in the fall. General information about what is open is important  to anyone considering a move to your area, even if it is just providing links to helpful, reliable government and neighborhood websites. Ensure you have vetted all sources of information as factual.

  • Generate market data. As the market evolves, everyone is curious about how the pandemic will affect listings, prices, sales and closings, be the one to provide that information.

  • Ask, ‘What can we do to help?” to anyone and everyone you work with.

In House:

  • How will you handle the surge? We are very likely to have a surge in the volume of referrals due to pent up demand. If you have had to lay off or furlough staff, how fast can you get up to speed to handle vastly increased numbers? You might need to consider interns or part time or temporary staff as you ramp back up as stay-at-home restrictions are lifted and companies begin to encourage relocation. 

  • Who remains virtual? Of your employees, who will continue to work at home and who will come back into the office when the green light is given? It is a good time to evaluate your staff. Did they rise to the occasion during all of this? When they do come back, what precautions does the company have in place to protect them? It may be time to reevaluate your need for so much office space. Get your plan ready now.

  • Get your tech  in order. Make sure you and your team have a dependable virtual video conference solutions to carry you into the future. Coach them on what makes a good environment for a video call. Your employees should all be approved to use texting to communicate with transferees and agents. People are much more comfortable on video calls than they were before the pandemic. It is a great way to build rapport and I believe continuing to use this medium will be a regular business practice from now on, be the one to lead the way.

Process Management:

  • Sing out of the same song sheet. Ensure your team agents are in lock step regarding how they will tour, show, list and close property. You and your staff should be able to articulate and have confidence that the process will not vary from agent to agent. 

  • Get your vendors on the same page. If you have any vacant relocation properties, you will need to train your vendors to ensure they have a consistent process to sanitize and care for the property. The RMC may provide their own guidelines.  If you have partnerships with other home services and moving companies, make sure you are clear on their protocol while dealing with your customers.

Everyone is flying  by the seat of their pants right now. This is uncharted territory and we have faced challenges before. This is no time for ‘we can’t’, we must figure out how ‘we will’. These challenging situations will make us better service providers, leaders and people in the future.

“Sometimes you will never know the value of a moment, until it becomes a memory. “ ~ Dr. Seuss

Teresa Howe