How can I prevent my agency from losing business when a staff member leaves?

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How can I prevent my agency from losing business when a staff member leaves?

Guest blog by Charlotte Jeffrey-Campbell, Director and Trainer at the Able Agent, a comprehensive online training solution for estate and lettings agents.


If you have experienced the scenario when a staff member leaves your agency, and you are left with a gaping hole and none of your other staff member have the capabilities to fulfil the role requirements, then you should be considering how effective your career progression strategy is for your staff. And what about a succession plan?

In reality, you need to get any new staff up and running as quickly as possible. Understanding each staff members KPI’s and responsibilities is a good place to start.

Do you have these written in a clearly defined job role? Which areas will cause the biggest issue for the business if they are not carried out or performed inadequately?

I have written previously about how it isn’t unreasonable to think that a new starter will miss a good few business opportunities in the time they take to “be trained up” into the role or familiarise themselves with new, unfamiliar business systems.

By setting KPIs and monitoring them you can pick up any business that could be missed.

So, for example – if a new starter is involved in registering buyers onto your mailing list from day one – as you are short staffed – then you need a method of quality control to ensure they have followed all processes.

This all starts with accurate system notes and clearly defined parameters that you measure them by. So, for example – you would require every CRM box to be completed and the note section to show (for example) the following:

  • Reason for sale and timescale.
  • Financial position and last time saw a mortgage advisor.
  • Whether appointments for mortgage and conveyancing were offered or not.
  • Whether they are also looking to buy, and relevant viewing offered etc.

By setting these as clear parameters and mandatory to fill in, you can then track through any report that these have been met. If not – it is easy to train the staff member OR get someone else to pick up the missed opportunity.

In terms of training, you need to focus on the areas of the business that will make a difference, so an individual induction plan is essential – related to the business needs and the individual’s experience.
Another element to consider is whether the staff member leaving could have been prevented? Time is much better spent in proactively meeting with your staff than sorting everything out when they leave.

When was the last time you carried out staff appraisals for your team? Is this a structured process that happens quarterly or annually? Or is it something that you know you want to implement, but don’t know where to start?

Staff appraisals should be a two-way conversation, but they need to be planned so that both parties can take time to think about what they want to discuss.

For the business owners…

Consider your business goals.

How clearly have you defined your business goals and how well do your team know the importance of hitting targets or raising fee levels? It is very easy as a business owner to get wrapped up in the business plan, and it is even easier not to communicate this effectively to the rest of the team. Many business owners assume that everyone understands the business goal, but often this isn’t the case.

Staff appraisals help to ensure that the entire team are motivated and clear on the business goals.

This is also a great opportunity to support any member of the team who is not performing to your standards. It’s easy to assume that they are unwilling, however in most cases performance can often be linked to a lack of training and development, and confidence. It is important to acknowledge that not everybody learns at the same pace and not everyone is skilled at explaining the reasoning behind processes.

Take the opportunity of a staff appraisal meeting to establish what concerns a team member may have. If motivation is a concern. However, if it is knowledge and skills, you can implement a plan to solve these problems. If it’s confidence, training can be an obvious solution.

Targets will always be a key element of a sales business and staff should expect to work to some form of goal. If staff are regularly missing your targets, it is time to have an open and honest conversation. What do they need to help win more business and meet the target set?

As an employer, taking time to train and develop a member of staff, will be much more effective than recruiting from scratch. As well as improving job satisfaction and motivation, training can significantly reduce turnover levels, and so investing in training for your agents should be viewed as a long-term investment in your business.


Guest blog by Charlotte Jeffrey-Campbell, Director and Trainer at the Able Agent, a comprehensive online training solution for estate and lettings agents.

The Able Agent is partnering with Reapit to give users unique offers for Estate and Lettings training – the easy way. Follow the link below and complete the form to receive a 10% discount code.

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