• Quick Replies Matter – Respond to emails, texts, and calls within 5 minutes during business hours. If you need more time to provide an answer, acknowledge the message and let them know when to expect a response.

• Stay Available – Agents rely on us to be proactive. If you’re stepping away, set up an auto-reply or notify your team.

• Weekend & After-Hours Protocol – If you handle evening or weekend transactions, check messages regularly and prioritize urgent matters.

✅ Example Response: “Got it! I’ll review and update you within the next hour.”

🚫 Avoid: No response for hours, leaving agents to wonder if you saw their message

•  Be Concise & Informative – Get straight to the point while ensuring clarity.

•  Use a Positive & Helpful Tone – Avoid sounding short or dismissive, even when dealing with difficult situations.

•  Always Acknowledge Receipt – If someone sends a contract or a request, confirm you received it.

✅ Example Email:
"Hi [Agent Name],
I’ve received the contract and will review it now. I’ll let you know if anything is missing within the next 30 minutes. Thanks!"

🚫 Avoid: No acknowledgment, leaving the agent to follow up later by asking if you received their email.

• Track Deadlines & Follow Up Before They’re Due – Agents shouldn’t have to remind us of deadlines, we should be reminding them

•  Maintain Accurate Notes – Keep transaction details updated in OpenToClose.com and other platforms.

•  Confirm Completion of Tasks – If you say you’ll do something, follow through and notify the agent once it’s done.

• If you request a document or update from someone, follow up until it’s received. Don’t assume silence means it’s handled. 

✅ Example Follow-Up:
"Hey [Agent Name], just a reminder that the inspection deadline is tomorrow. Let me know if the buyer has scheduled it!"

🚫 Avoid: Forgetting to follow up, causing a missed deadline.

• Double-check all contract details, deadlines, and documents before submission.

• Ensure all required signatures and initials are in place.

• Maintain precise records and update files in OpenToClose, Brokermint, or Google Drive. 

✅ Example Follow-Up:
"I noticed the contract is missing the buyer’s initials on page 4. I reached out to the agent and will update the file once received." 

🚫 Avoid: Assuming a document is complete without verifying all pages, submitting contracts with missing initials or incorrect dates, forgetting to confirm that all necessary addendums are included before sending to the broker. 

• Keep client and agent information confidential. 

• Address concerns privately rather than in group emails or chats. 

discussing transaction details in public or unsecured channels.

✅ Example:

"I’ll send the wire instructions securely to the title company and confirm once received."

🚫 Avoid: discussing transaction details in public or unsecured channels.

• Quickly address missing documents or unexpected issues.

• Offer solutions instead of just pointing out problems.

• Adapt to different agents' workflows and preferences. 

✅ Example:
"The contract doesn’t have a closing date. I’ll reach out to the agent for clarification and update the system once confirmed." 

🚫 Avoid: Panicking or becoming unresponsive when a deal hits a roadblock, Blaming others for mistakes without offering a solution, or Resisting using new systems or tools that improve efficiency. 

• Stay professional, even in stressful situations.

• Offer solutions instead of just listing problems.

• Maintain a respectful and positive tone in emails. 

✅ Example:
We’re still waiting on HOA documents. I’ve followed up with the seller’s agent and title company 

🚫 Avoid: Complaining constantly about workload or difficult agents, Responding with frustration or impatience when under pressure, Using passive-aggressive language in emails. 

• Stay proficient in programs OpenToClose, REIN MLS, Brokermint, and Dotloop.

• Use digital tools to keep organized, like Google Drive

• Troubleshoot basic tech issues before escalating them. 

✅ Example:
"I saved all transaction documents under the property address in Google Drive for easy access".

🚫 Avoid: Not wanting to learn new software that streamlines transactions, Saving files in random locations, making them hard to find. Manually typing in information that can be auto filled by tools 

• Offer guidance when needed, but don’t overstep into agent responsibilities. Your role is to assist, not to act as the agent.

• Share knowledge and help colleagues improve their workflows. 

✅ Example:
"I can’t advise on negotiations, but I can check the contract for compliance and make sure everything is documented correctly."
🚫 Avoid: Giving legal or negotiation advice that’s outside your role, Ignoring agent requests because they aren’t "your responsibility.", and hoarding information instead of sharing best practices. 

• Keep up with contract changes, industry trends, and best practices.

• Seek feedback from agents and peers.

• Attend training and development sessions to improve skills. 

✅ Example:
"I signed up for a webinar on compliance updates to stay informed."
🚫 Avoid: "I’ve been doing this for years. I don’t need more training."