C
arey Murcin, associate broker at Meservier & Associates in Auburn, Maine, notes that many agents switch companies due to unmet expectations. "Agents need to know and align with what's expected of them, and what they can expect from their agency," she says. Effective communication from brokers to agents is crucial, as it sets clear performance standards for agents, enabling them to better serve clients.

    When brokers clearly communicate expectations, agents understand how to meet those standards, leading to improved client communication. Conversely, murky communication can lead to internal and client issues. In an industry where customers make significant purchases, clear expectations are essential.

    A 2023 Gallup poll found that nearly half of U.S. employees don't know what's expected of them at work. Lynsey Engels, president of the Mel Foster Co. in Bettendorf, Iowa, emphasizes the importance of internal communication. She ensures her company, from leadership to agents, communicates expectations on every level.

    Engels also prioritizes training and education, inviting experts to speak to her office about industry best practices and potential liabilities. This helps her agents feel equipped to do their jobs well, making clients more comfortable with their representation.

    Murcin suggests several steps to ensure clear understanding of broker or owner expectations: aligning agent goals with brokerage vision, having open conversations, communicating effectively, being flexible, and planning for unmet expectations. Clear communication is key, as it helps agents understand what's expected of them and their customers.

    Brokers can also help agents set realistic expectations for clients by explaining the process and what customers can reasonably expect. This fosters trust and conveys value to clients. By setting clear expectations, brokers ensure accountability at all levels, driving success within the brokerage.