by clicking the arrows at the side of the page, or by using the toolbar.
by clicking anywhere on the page.
by dragging the page around when zoomed in.
by clicking anywhere on the page when zoomed in.
web sites or send emails by clicking on hyperlinks.
Email this page to a friend
Search this issue
Index - jump to page or section
Archive - view past issues
MFAA Prosper : Mortgage and Finance Brief 06
that managers tend to focus on the cost of flights, rather than the significant increase in performance it creates. The other risk with remote staff is they may end up doing things their own way, which could damage the brand. That means ensuring systems and processes are consistent and clearly communicated right across the company. Lemos says it’s the “old franchise concept” mastered by McDonald’s. “If you go to a McDonald’s in Perth or if you go to a McDonalds in Sydney, you’re still going to get asked if you want fries with that burger,” he says. Lemos says National Mortgage’s sales force operates with the same basic scripts, and all talk and act the same way. All processes are identical and it doesn’t vary from state to state. “We are the same organisation so we shouldn’t be talking any differently,” he says. This can be achieved by having internet-based, online manuals that can be accessed any where. LJ Hooker, which operates real estate and finance broking operations across Australia, is another company that has worked hard to keep remote staff fully engaged. Many of LJ Hooker’s franchise ow ners have multiple offices, w ith a number of brokers. Head of Finance Peter Bromley says that LJ Hooker, l ike National Mortg age, has a consistent system of weekly, monthly and quarterly meetings with brokers. But it looks at other ways of maintaining performance and a consistent culture, including the ty pe of people they hire. Bromley says that while individuals can achieve certain things, “Every day they get a phone call from a manager. It could just be a, ‘Hello, any issues?’ It’s not a checking up thing, it’s about helping them feel part of the team.” 44 | Mor tgage & Finance brief BackOffice Getting staff together, for either formal or informal get-togethers is essential to engage staff members that are based remotely.
Mortgage and Finance Brief 05
Mortgage and Finance Brief 07