In today’s episode of the Live UNREAL w/Glover U Podcast, we continue our Sizzlin' Summer webinars. Jeff shares the virtual stage with the Live Unreal Companies Director of Operations, Taylor Kerrigan. When Taylor was first hired, she was a marketing assistant, then she was promoted to executive assistant, and now she’s the head of operations, with a huge role in running all of the Live Unreal businesses. Jeff and Taylor do a deep dive on the journey from Executive Assistant to Assistant Executive, providing insights on how Taylor's job changed as the organization grew, and how we have implemented and expanded pillars like lead generation and customer service. If you’re a real estate agent with an amazing assistant, or if you're an amazing assistant yourself, you won’t want to miss this episode.

You’ll also learn:

The 2 key jobs of an executive assistant

How to stop being reactive and get ahead of customer service problems

How to retain a really great assistant and give them room to grow

The sponge method Jeff trained Taylor with 

3 parts of a typical client call

How Taylor manages her schedule to run multiple successful businesses

 

Quotes 

What can I do so a client never calls me first? -Taylor Kerrigan  

If you truthfully want to be a leader, you need to master the role first. -Taylor Kerrigan  

In order to lead an operations team at a high level, you need to understand all their jobs at a deep level. -Jeff Glover

 

Key Points 

A great assistant keeps the agent on task and holds them accountable to their goals. 

In order to lead an operations team at a high level, you need to understand all the jobs at a deep level. It increases credibility from a leading-by-example standpoint, and it makes it so much easier to identify the right hires and train them correctly.

Improving customer service comes down to anticipating the needs of the client and being so proactive that you get in front of things before they bring an issue up. It’s about making sure the buyer or seller never has to chase you. Taylor sums it up in one question: how do you make sure people never have to call you first?

If you have a talented executive assistant you want to mold into an assistant executive, as they continue to grow, you have to make sure you cast a vision so big that it fits beneath yours.