In today’s episode of Live UNREAL we’re talking about what it takes to build a world-class operations team starting from the very first hire. Jeff is joined by our very own Director of Operations, Taylor Kerrigan, who has been in the trenches of operations for multiple companies. She’s mastered several operations roles, built the operations foundation of a successful real estate company, and knows how to create a powerful back-of-house that will grow your business and level up your customer experience. Whether you’re an agent looking to make that first hire or an operations person yourself, this episode will equip you with the tools you need to develop an important part of your business. You’ll also learn:

The biggest mistake agents make when they try to build their operations team

How to document your systems so you can create consistency

The career progression of a great assistant

Why we should treat customer service as a lead gen pillar

 

Quotes 

When an organization is going through this breakdown to breakthrough process, the people in the organization will either step up or step aside. You should be okay with either one. -Taylor Kerrigan  

Your level of customer service and success in your business is directly related to the people who work in it and the belief they have in your vision. It’s difficult to make that work with virtual assistants. -Taylor Kerrigan  

 

Key Points 

There’s a big difference between a transaction coordinator, marketing assistant, and an executive assistant. An executive assistant manages the people and manages the business while the producer is out in the field. They first have to manage the agent by keeping them on schedule and on task and holding them accountable to what they want to achieve. 

Every client and every lead source should be getting the same customer experience 100% of the time. If that’s not happening, that means you’re not documenting the process.

Virtual assistants are very helpful when it comes to certain tasks in your marketing, but it would be very difficult to hire them as part of your operations team. It’s hard to maintain culture and the same vision if they aren’t in the same room as you.