Fewer salespeople, more skills - Sutton Quantum Realty

FEWER SALESPEOPLE, MORE SKILLS

“Our objective is to increase the per capita production of a smaller population of highly skilled/ trained salespeople and to invest more per capita in support of our sales team,” says Tina Gardin, broker of Sutton Quantum Realty.

~ By Connie Adair

Tradition is great, but sometimes change is better. Just over four better experience the agent and the consumer will have. We feel the over the direction of the brokerage, their needs are more likely to be met.” surprised by that, she says. “They’re used to an environment of scarcity years ago, broker Tina Gardin opened appropriate management-to-agent The agent-run advisory board and having to compete with each a new 7,000-square-foot designer ratios enhance the professionalism of includes volunteers from all other.” space with a Google-inspired look and the office and translate into a better demographics. There is transparency There’s also a new front desk feel, and created a fresh management practice.” of budget and discussions regarding strategy, which includes Broker Bay, style to take Sutton Quantum Realty The new office has about 175 agents everything from human and financial an advanced communications system to a new level. and the goal is to cap out at 250. “We resources to how to provide business that “allows us to use our human

She expected it would take years don’t want to get too monstrous that continuity in case of a second wave. resources more effectively.” for her Oakville, Ont. real estate we don’t know each other’s names.” If management has suggestions, they Quantum has moved from the incubator model to meet its goal – the Instead of the typical top-down are presented to the advisory board classic receptionist model to a most sales per capita in the area – but management strategy, Quantum for input. Gardin says the concept is customer service team, “where we within 24 to 36 months, “we darted supports its agents and encourages so popular that there is a waiting list can offer a menu of assistant onto first place in Oakville” (according innovation and collaboration. The to join. call items and a very robust menu.” to independent Realtor performance office is run by a volunteer advisory The new strategy also works to build Staff worked many 12-hour days to auditor IMS Inc.). board, which Gardin credits for the on the strengths of its individuals, develop the menu of services and

“The per capita metric allows us to drastic increase in Quantum’s per providing appropriate training and associated costs, which helps agents measure our per-head production as capita production. support after identifying gaps. budget more effectively. a determinant of the success of our “It’s proven in more than principle No one can be good at everything, so “Our front desk team possesses efforts,” Gardin says. “Our objective is that fostering agent participation peer-to-peer programs allow agents more skill sets than the traditional to increase the per capita production and peer support is a very powerful to “bring a skill, take a skill,” she says. reception model and we continue to of a smaller population of highly approach to the success of a brokerage Agents are clamouring to volunteer. develop our customer service team to skilled/trained salespeople and to and individuals, particularly in the “It’s quite magical,” says Gardin, who improve the experience of the agent invest more per capita in support of time of COVID-19,” she says. has “25 years of brokering.” and our clients and customers,” says our sales team. We would prefer to Gardin says the virus has “the Everyone, Gardin says, “brings Gardin. have 250 salespeople doing 10 deals a potential to magnify isolation, value to the conversation.” One-onThe sleek Oakville office has high year than 1,000 agents doing 2.5 deals which is concerning in an industry one training is also available. seating for laptop work, café tables per year…. that is already potentially a lonely During interviews, potential and some private space. But the “no

“The more transactions an agent journey. No matter how talented or candidates are asked about their doors” design creates a “very open does and the more closely we can experienced a sales representative feelings regarding collaboration and vibe” that creates energy to fuel support that particular agent, the is, facilitated connectivity to fellow peer-to-peer interaction and they’re incubation of ideas and interaction. salespeople is generally enriching. It’s a safe place to Our peer-to-peer program encourages collaborate that our agents to volunteer to help Gardin says people our community incubate ideas and are raving about. mitigate potential increased isolation The office is also of our sales community. Staying open for use by the motivated and engaged is important agents working for the volunteer agents as well.” at Quantum’s Including strategic partners in the Mississauga office. discussion “enriches the program as well. If the agents have more control TINA GARDIN ISSUE #373 // www.realestatemagazine.ca // OCTOBER 2020