Last Revised August 10, 2023
We are focused on creating quality relationships between our clients, VA experienced real estate agents and VA specialized Loan Officers who together will serve and guide clients towards homeownership. You are an exceptional partner based on your expertise and willingness to deliver amazing results to your clients.
As a Network, we have expectations that all point back towards the mission of serving those who have served. If all members of the home buying and selling processes continue to strive for excellence, only then can we meet the service level that we have set for ourselves.
It's important to understand that we are a Performance-Based Network and hold all Network agents, regardless of tenure or number of closings, to the following Network Expectations:
1. Client Communication
Initial Contact with Client: Call your client immediately after claiming a referral and send an introduction email or text, unless a specific contact time is listed in the referral notes. Continue to leave notes in AgentDash recording attempts at contact until initial contact has been made with the client.
Set client expectations within 24 hours.
Confirm preferences and set up listing alerts or schedule a time for a listing appointment.
Consult on processes and current market conditions.
Encourage the client to provide documents necessary to obtain a preapproval.
Schedule a face-to-face meeting.
Be the client's main point of contact from start to finish.
Ongoing Communication with Client: It is expected that you maintain consistent, professional communication with the client throughout the entire buying or selling process. Additionally, it is expected that you:
Continue to act as the main point of contact for the client throughout the transaction
Answer client questions or concerns in a timely manner
Use a professional email address and signature
Utilize a professional voicemail that includes contact information and when the caller can expect a returned call.
Search On Hold Clients: The Search On Hold feature in AgentDash is for clients who are looking to purchase in the next 12 months, but might not be ready to purchase today. AgentDash makes it easy to review these clients and stay in contact. Make a consistent effort to nurture these clients and continue to make status and note updates.
2. Communication with Realty Search Solutions Network
Your Network Development Coach is your primary point of contact in the Network and will provide one-on-one support and build a relationship through regular check-ins. We believe in the power of relationships, and know that building personal connections will enhance everyone’s experience.
Reach out to your Network Development Coach with questions or comments.
Schedule regular calls with your Network Development Coach, and use them as a resource to keep all lines of communication open.
Contact your Network Development Coach if the client's search expands beyond your coverage area.
Communicate any licensing or brokerage changes immediately.
3. AgentDash
Download the Native App on your Apple device, or access the App on any device
Profile: Agents should maintain an up-to-date AgentDash profile. This includes:
Accurate coverage areas
Correct contact information
Correct brokerage information
Client Updates: Frequent communication is essential to ensure that we’re helping buyers and sellers achieve their goals. We expect agents to keep us informed by making consistent status updates on every client in AgentDash.
Making general status updates also includes:
Leaving concise notes on client progress
Advising on changes to closing date or timeline
Updating the client profile with any applicable changes, including changed financing scenarios
Continuing to nurture Search on Hold clients
Notify your Network Development Coach if a client’s search goes beyond your coverage area
Keep everyone informed of closing details (AgentDash, Network Development coach, Loan Team, Listing Agent)
4. Financing Updates and Communication
Keep an open line of communication with the client’s lending team, and notify them and your Network Development Coach in the event a client pursues other lending options. This includes if the client is shopping other lenders for rates, so we can keep everyone in the loop.
Save Loan Team phone numbers – these can be found in AgentDash on the Lending tab of the client opportunity.
Ask their preferred method of communication (e.g., many Loan Teams prefer texting versus calling).
Connect with the Loan Team early and introduce yourself.
Work with the loan team to create a game plan on how to best serve the client as a cooperative team.
Communicate important client information early and often.
Build on existing relationships with the client's Loan Team.
Alert the Loan Team when financial questions or concerns arise.
Assist the Loan Team in obtaining all necessary client documentation.
5. Making Offers
Prior to making an offer, call the Loan Team with:
Property concerns
Loan closing timeframes
Estimated closing costs
For new construction: Make sure that your client's Loan Team is aware of the client's intention for new construction as soon as you hear of it. Communication is key to making sure everything runs smoothly and paperwork is done correctly the first time.
Once an offer is accepted:
Call the Loan Team and send the contract
Update client to Under Contract status in AgentDash
For Veteran Clients Only:
Ensure offer does not include VA non-allowable fees.
Ensure offer includes the VA Amendment to Contract.
6. Closing and After
Continue to keep everyone informed through closing (Network Development Coach, Loan Officer, Listing Agent).
Ensure referral fees are paid on time. Coordinate with your broker to ensure all closing information is provided and the referral fee is paid immediately after closing.
