Understanding agents' pain 

Q: What is the biggest change you have made to the brokerage in the past year, and what prompted this change? How has this change impacted the bottom line, if at all? What has changed about your service offering in the past year?

A: We introduced many different changes in the last year, but the primary change we introduced was from a contract phone center to a Web site link to schedule showings, and a link to submit offers.

When (one of our agents) finds the property through the search function, we provide summary information on the property -- which also includes number of offers worked and the number of offers that are currently active. The request is added to the property file, which is on our proprietary Web-based property management software. The offer documents are submitted and also become part of the digital property file.

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