Ever had an agent call you at dinner time, urgently needing a last-minute document? If you’re a TC, you’ve probably lived through that scenario one too many times. Sure, real estate agents rely on your organizational talents to keep the transaction wheels greased, but there does come a time when you need to set boundaries to protect your time and keep that wheel greased most efficiently.
Boundaries aren’t about limiting interruptions but about creating an environment where you excel at work and meet personal commitments. It means setting expectations from the beginning and using ListedKit’s client portal to help manage that communication flow. TCs could engineer this controlled process for maximum productivity on their end and for the agents they serve.
Here’s how to set and maintain boundaries professionally with the real estate agents for smooth running.
1. Set Expectations Early: The Importance of Onboarding Conversations
Setting expectations initially makes all the difference and forms a healthy relationship with agents. Such upfront onboarding conversations define how things are going to progress at work and will help you avoid misunderstandings.
If there are some things that the agents want to consult with TCs when it comes to documents and transactions, it’s best to communicate what you know and you don’t right away.
Roles and Responsibilities
First, you need to determine what does—and what does not—fall under the scope of your responsibilities as a TC. It is vital that you:
- Clearly outline your administrative responsibilities, such as document preparation, coordinating calendars, and deadline tracking.
- Right out of the gate, say what you do not handle—don’t handle any property marketing or sales-related tasks. That helps agents know what not to expect from you right off the bat. This minimizes misaligned expectations upfront.
Use Digital Tools for Seamless Communication
The key to successful transaction coordination lies in communication. Instead of relying solely on spontaneous phone calls or text messages that can disrupt your day, consider the following:
- Utilizing more centralized platforms—such as ListedKit’s client portal—to keep conversations organized. Both agents and TCs can easily view transaction statuses, tasks, and updates without constant messaging back and forth.
- Establish preferred channels of communication early; if that happens to be email or utilizing a business group messaging platform for quick updates, so be it.
Set Times of Turnaround for Requests
A lot of real estate professionals move fast, but it’s super important not to get overwhelmed with last-minute requests. Set clear timeframes for different tasks during onboarding:
- Document preparation timelines—what is the general length of time it takes to review, update, or finalize key paperwork?
- Response Times for Communications—Let agents know how long it may take for you to respond to non-urgent emails or messages, so they aren’t left wondering.
By setting the rules of engagement early, you create a controlled workflow and reduce the likelihood of rushed requests that disrupt your day.
2. Use Service Agreements to Define Boundaries
A formal service agreement is one of the most effective ways to create clear boundaries with agents. This agreement outlines the specific services provided, working hours, and response times, leaving no room for confusion.
Outline Your Services and Office Hours
Clearly defining your scope of work is key to preventing misunderstandings. In the service agreement:
- Specify the exact services you provide, such as managing timelines, preparing documents, and coordinating communications between multiple parties in a transaction.
- Clarify your office hours—real estate agents may work late into the night, but this doesn’t mean you have to. If your office hours are 9 AM to 5 PM, make sure this is noted so both sides respect each other’s schedules.
Charge for After-Hours Tasks
To avoid being overwhelmed with work outside of business hours, consider adding a clause that allows for additional charges when tasks are requested outside of your stated hours. For instance:
- Set a fee for after-hours requests or weekend work.
- Define what constitutes an “urgent” request versus a routine task, and adjust your rates accordingly for rush work that disrupts your schedule.
This ensures your personal time is protected and that agents only request off-hour tasks when they are absolutely necessary.
Avoid Scope Creep
Scope creep can quickly become a challenge for TCs as agents often add new responsibilities beyond the original agreement. To avoid this:
- Include a clause in your service agreement that sets penalties for tasks that fall outside of your agreed-upon scope.
- Encourage agents to stick to the agreed workflow or discuss changes to the contract if their needs expand over time
3. Enforce Working Hours for a Healthy Work-Life Balance
Keeping a healthy work-life balance is essential for any professional, including TCs. While agents often work outside regular hours, it’s important to stick to your designated working schedule to avoid burnout.
Communicate Your Office Hours Clearly
Once your office hours are established, make sure they are communicated clearly and frequently. You can:
- Include your office hours in your email signature to remind agents when they can expect responses from you.
- Reference these hours during onboarding conversations and in your service agreement to ensure there’s no confusion.
Use Tools for Task and Time Management
Digital tools can be a great aid in managing workflows without the need for constant communication. Consider:
- Task tracking platforms, where agents can see tasks’ status in real time, reduce the need for frequent updates.
- Automated tools like scheduling apps allow agents to book time with you during office hours, avoiding disruptive calls at random times.
Set Auto-Responders
Auto-responders are an excellent way to manage communication when you’re not available:
- Use an email or text auto-responder to inform agents that you are outside of your productive hours and will respond within your set timeframes.
- Auto-reply systems provide a professional yet polite way to manage expectations without needing to respond to every request immediately.
4. Manage Urgent Requests Without Breaking Boundaries
While setting boundaries is essential, TCs must also prepare for the reality that some requests can’t wait. However, it’s important to differentiate between what is genuinely urgent and what can be handled during normal hours.
Define What Counts as Urgent
During your initial discussions with agents, define what qualifies as an urgent request:
- Clearly state that urgent tasks should be tied to critical dates and deadlines, such as contract submissions or time-sensitive paperwork.
- Everything else should be treated as a regular request, ensuring agents don’t overuse the “urgent” label.
If there are emails or reminders that you can automate so you don’t have to worry about not-so-urgent matters, use tools like ListedKit to implement this in your system effectively.
Set a Priority System
To help agents understand how their requests will be handled:
- Implement a tiered system for task priority. For example, high-priority tasks may include time-sensitive contract issues, while lower-priority items could involve non-urgent paperwork.
- Communicate this system during onboarding so agents know how requests will be addressed based on their urgency.
Have a Plan for True Emergencies
In the case of genuine emergencies, it’s important to have a clear plan in place:
- Offer options for agents to access premium services, such as after-hours support, at an increased rate.
- Designate specific weekly times to handle these emergencies so you can manage them without compromising your regular schedule.
5. Address Difficult Conversations Around Boundaries
Despite your best efforts, there will be times when agents overstep your boundaries. When this happens, it’s essential to handle the situation professionally while maintaining your limits.
Stay Firm and Professional
If an agent violates the terms of your service agreement or repeatedly contacts you outside of your office hours, address it calmly but firmly:
- Reference your service agreement or previous conversations to remind the agent of the boundaries that were discussed.
- Offer to reschedule discussions or tasks within your working hours instead of handling them immediately.
Highlight the Impact on Workflow
Help agents understand that ignoring boundaries disrupts your workflow and ultimately affects their real estate transactions. For instance:
- Explain how constant last-minute requests or boundary violations can lead to errors, slow down the transaction process, and cause unnecessary delays.
- By respecting your time, you’re able to provide higher-quality work that benefits both parties.
Provide Alternatives
Instead of simply saying “no,” offer alternatives that help agents get what they need without compromising your boundaries:
- Encourage agents to use the client portal for real-time updates on transaction statuses. This will allow them to stay informed without needing to contact you outside of your work hours.
- Suggest scheduling weekly check-ins to prioritize tasks and reduce the need for constant updates.
Key Takeaways: Setting Boundaries with Real Estate Agents
Setting boundaries professionally gives transaction coordinators room to breathe as they do more work without compromising work-life balance. Below is a quick rundown of the actionable tips supplied in this article:
- Onboarding Conversations: Clearly explain roles, responsibilities, and turnarounds upfront.
- Service Agreements: Draw formal agreements to define the scope of services, working hours, and penalties for scope creep or after-hours work.
- Enforce Working Hours: Make it known what your office hours are, and use auto-responders and task-tracker platforms to set expectations for queries outside of these hours.
- Deal with Urgent Requests Wisely: Define what urgency is and implement a system of prioritization within projects to avoid continuous disruption.
- Converse about Boundary Violations: Address boundary violations calmly yet firmly, always offering alternative solutions that consider both parties’ needs.
Setting boundaries is vital and imperative in a productive and balanced work environment. If you want to organize your transaction coordination more effectively, check out tools like ListedKit as they can keep you on top of your tasks while maintaining professional boundaries.
