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MFAA Prosper : Mortgage and Finance Brief 06
Communicate on a daily or weekly basis with brokers to discuss issues, such as performance, and to generate fresh ideas. Personally interact with brokers at least every month or quarter. That may mean site visits by management, or bringing the whole organisation together at head office. Streamline systems so everybody operates the same way. Processes should be as detailed as the words used by brokers when they engage with customers. Have similar dress standards or uniforms for all staff. Ensure remote staff are not feeling neglected by offering adequate resourcing and support. For example, provide brokers with back-office assistance to boost morale and efficiency. Tips on managing off-site staff teams achieve great results. “ We look for brokers that can work in a team environment in those offices and don’t have to be managed closely,” he says. Bromley says consistent company culture “is a big thing” for LJ Hooker. The company ensures consistency across its operations by ensuring staff dress and operate the same way. “It doesn’t matter whether they’re in real estate or finance they still have the same company tie and the same badge,” he says. Finally, motivating remote staff can also be as simple as resourcing them properly and not making them feel they ’re missing out. Bromley says, for example, that brokers with back office and processing support are the most productive and effective because they ’re not worrying about having to do back-office follow up. LJ Hooker encourages franchisees to consider putting on back-office staff before recruiting more brokers; the cost of the back-office staff is more than offset by the boost in productivity of the existi ng brokers. “At the end of the day,” says Bromley, “it’s an issue of people management.” BackOffice
Mortgage and Finance Brief 05
Mortgage and Finance Brief 07