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Its All About the Broker!



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I know, I know

Before we even get into this post, I know that my observation is not an absolute. I am trying to pre-empt the inevitable comment “This isn’t true for my company” that comes across every time someone shares an observation. So, for all of you who live in a never-never land, you can stop reading IF you think that your broker has nothing to do with how successful you are or how you’re regarded as a professional.

How does Supernanny relate to your Broker?

Jo Frost is THE Supernanny on television. For those who have watched the show even once, you know that the show starts off with a pack of unruly, rambunctious, annoying and disobedient children. Luckily for all of us, within 45 minutes Supernanny or one of the “supermodels” from Nanny 911 will come in and fix this family for life. They maintain their white-picket fence and live happily ever after. What we actually see is that (wait for it….) if the PARENTS are engaging, involved, disciplined, and well… “parents” the children’s behavior changes and they begin to become more socially acceptable and tolerable.

I would love to do a TV show on HGTV called “SuperBroker” wherein a proven-consultant comes into a typical (yes, I said typical) brokerage and puts the house in order.

Notorious Brokers

On July 1, 2008 Virginia required all agents, with Broker’s licenses, to take an additional 8 hours of continuing education directed toward Brokerage Management. The whining across the state was endless – as if being required to be more educated, than those agents you manage, were a punishment.

However, the Brokers have rallied and starting taking advantage of the training. I’ve had the opportunity to teach a variety of topics all over the state, for brokers. In teaching those classes I’ve found a large number of great Brokers out there, however I’ve found a few who just don’t seem to get “it”. Especially when I teach trends and technology classes.

I’ve also been reviewing trends in Ethic complaints and Real Estate Board Actions. It seems that it’s a lot of the same Brokerages getting more than their fair share of “attention”. Over and over we see a lot of the same names. There are those Brokerage names that seem to be heard over and over again when agents make comments in training classes and around the cooler. Squared-away agents tend to cringe when they hear an offer is coming from one of these Brokerages.

Do you work for cringe inspiring Broker!?!? Would you know if you did?

Broker Culture

I managed for two years, but it was enough to know what I was good at and what I wasn’t. I was not tolerant with whining or apathy, but I would dedicate tons of effort into agents who wanted to learn and succeed. I wasn’t a motivator, per se. If making a six figure income wasn’t enough motivation for you – I was happy to send your license back to the Real Estate board. Luckily, my friend and company owner was a fantastic motivator and we made a good team. Knowing this information helped us create a brokerage culture where the agents clearly knew who to go to when they needed a “swift kick” or a “new technique”.

Often in these classes, I hear a lot of resistance to change. I don’t think that resistance is cultural, as much as a lack of time. Therefore we encourage agents to have people in their offices that are particularly good at new techniques and use them to supplement where the broker maybe lacking.

Recently I had a Broker, in a class, ask why I thought Blogging was imporant. She commented that failed to see attorneys, OBGYN, or other professionals blogging about their practices.  Uh, really!?!?  would you WANT to read about an OBGYN’s practices!?!  As for doctors and attorneys in general – we have to stop comparing our industry to others.  It’s just different.  A Broker who tries to run their company like a Doctor’s office is going to fail.  But this is one more sign to support my observation.  Brokers need to know the world of Real Estate and how it works.

Not all agents are cut out to be 2.0 agents or 1.0 agents.  However they should all strive be 1.5 agents. That means the Brokers need to know enough of what has failed or succeeded in the past, as well as a healthy dose of  vision, for what will be our future.

Greener Grass

I made a mistake about three years ago, that I see a number of agents making today.  They are switching companies from what is comfortable in the hopes that something new will make them a millionaire.  I left a good company, where the owner had become a great friend to try and be more trendy and it did not go well with me.  The new broker was great, but the culture of the office did not make a good fit.  The freedom I had in the previous company was gone and a Lemming, I am not.  It put my career a full year behind where I should have been and cost me a lot of money.

Too many agents are not really doing a good assessment of where they are where they are going.  Several are leaving good solid companies for those who have crummy brokers buy great profit sharing benefits or leaving a good profit sharing company for more “independence” only to find that they are failing at the new company, as well.  Only now their failures are for different reasons.

Agents and Brokers need to find their harmony.  Agents should put their ear to the ground and listen about reputations of the Broker and the ability the have to mesh with this person.  If the Broker is unbalanced, controls too much or cares too little, the agents will reflect that just as children reflect poor parenting.

Brokers – grow a backbone!  I want to challenge the Brokers to get rid of agents who you know are costing you reputation, time, energy and potential risk; but at the same time don’t neglect the opportunity to take a “bad” agent and see if you can turn them around.  Balance and wisdom is key!  The time of being afraid of the “top producing agent” is over.  Many brokers have found that getting rid of the weeds, have allowed other agents to blossom.

Matthew Rathbun is a Virginia Licensed Broker and Director of Professional Development for Coldwell Banker Elite, in Fredericksburg Virginia. He has opened and managed real estate firms, as well as coached and mentored agents and Brokers. As a Residential REALTOR®, Matthew was a high volume agent and past REALTOR® Rookie of the Year & Virginia Association Instructor of the Year. You can follow him on Twitter as "MattRathbun" and on Facebook. Matthew's blog is

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  1. Bob

    September 4, 2008 at 2:26 pm

    Brokers – grow a backbone! I want to challenge the Brokers to get rid of agents who you know are costing you reputation, time, energy and potential risk; but at the same time don’t neglect the opportunity to take a “bad” agent and see if you can turn them around. Balance and wisdom is key! The time of being afraid of the “top producing agent” is over. Many brokers have found that getting rid of the weeds, have allowed other agents to blossom.

    it’s all about risk to reward for most of these brokers.

    On July 1, 2008 Virginia required all agents, with Broker’s licenses, to take an additional 8 hours of continuing education directed toward Brokerage Management. The whining across the state was endless – as if being required to be more educated, than those agents you manage, were a punishment.

    If these brokers fully appreciated the fact that law firms are gearing up to take a whack at brokers over the next few years, maybe they would get the correlation between managing agents and reducing risks.

  2. Bob

    September 4, 2008 at 2:27 pm

    Oh how I wish there was a preview or edit feature for the typing impaired.

  3. Glenn in Naples

    September 4, 2008 at 3:03 pm

    Matthew – an observation about brokers. There are brokers which are highly successful salespersons and become brokers and open their own office(s). The other brokers could be highly successful salespersons and have really great BUSINESS and MANAGEMENT SKILLS.

    Do you think that maybe some thought should be given to the idea of brokers doing a self assessment as to where their true skills lie?

    Also, can’t there individuals that say “if it isn’t broke don’t fix it” or “let’s build a better mousetrap.”

  4. Poppy Dinsey

    September 4, 2008 at 3:03 pm

    Great post Matt, it’s amazing how bad (in any industry) managers can be. And how tolerant managers can be of bad staff too! I can’t stand people that reach management level and then think they can kick back and let their minions run around for them, managers should be working their butts off and nurturing their staff.

    But setting aside the good points you make….was I the inspiration for your Supernanny theme? 😉

  5. Matt Wilkins

    September 4, 2008 at 3:13 pm

    I think part of this post can be related back to Teresa Boardman’s post. Yes it is the Broker’s job to create an atmosphere where agents can flourish but it is also in the agent’s best interest to choose a brokerage environment best suited to his or her business style and goals.

    For over 4 years I worked for (and paid dues to) a brokerage where I felt downright disappointed in the services/support offerred. I never swtiched because none of the other firms in town offered a much idfferent value proposition. When I formally resigned my Broker was not at all upset or phased. He wished me luck and gave me a thank you for being one of the best agents to deal with. My reasons for leaving were known but both of us knew they would not be addressed at that firm anytime soon.

    I have since obtained my broker license and after some trial and error am now in a place that suits my personal style and will allow me to position myself in the current and future market.

  6. Matt Thomson

    September 4, 2008 at 3:23 pm

    I guess I’ve been fortunate to have worked in two great offices with 2 great brokers. I’ve never experienced all the negatives so many seem to have against brokers.
    Same with my lender…I hear so much bad mouthing of lenders from real estate agents, and I’ve seen transactions go bad from the outside, but I’ve never once had my lender drop the ball.
    Knowing that there are good ones out there, it makes me wonder how bad ones stay in business. Seems like it shouldn’t be that hard for us all to find the good ones.

  7. Matthew Rathbun

    September 4, 2008 at 5:39 pm

    @LaniAR – As always… thanks for fixing me!

    Bob – don’t worry, I am always regretting my typing when commenting… Yes, the ever presence threat of legal action should be an eye opener. However, too many brokers don’t see it as a reality until it happens.

    Glenn – I’m with ya! I honestly don’t think that the skills that make you a good agent always translate to making you a great broker. The mentality of servant leadership that is needed for a broker is much different than working for yourself.

    Poppy – I am sure at some point you’ll be my inspiration for a post, but sadly no. I started this a few days ago and as I was picking it back up I had just watched and put it all together 🙂

    Matt W – Unfortunately Brokers have just accepted lack of loyalty as part of business. Like I said, I regretted leaving where I was. I had no idea how good I had it, till I left. If I weren’t working in education and went back to listing / selling; I’d be I don’t want to work for anyone else and really don’t want others working for me…

    Matt T – Having the right team (i.e. attorney, broker, lender) is a great find! Glad that you’ve had good role models. Hopefully, you’ll take good notes and emulate those folks when you open your own shop, some day.

  8. Brad Nix

    September 5, 2008 at 5:47 am

    Matt R:

    I think the best point you made was, “Agents and Brokers need to find their harmony.” There is no ONE answer for brokers and agents. Every brokerage is different, even under the same branding. People are unique and their management styles and sales techniques will all have idiosyncracies that can make or break a brokerage firm. Finding the right combination of leadership, resources, culture, personalities, and value is a tough task for agents, but one worth doing right!

  9. Jennifer Broadley

    October 3, 2009 at 2:21 am

    Agents should put their ear to the ground and listen about reputations of the Broker and the ability the have to mesh with this person.

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Business Marketing

Buffer’s four-day workweek experiment: Boost or bust?

(BUSINESS MARKETING) After trying out a four-day workweek last year, Buffer is moving forward with the format going into 2021, citing increase in productivity and work-life balance.



Man working in office with headphones on, making use of flexible four-day workweek.

The typical five-day workweek is a thing of the past for Buffer, at least for now. The company has decided to implement a four-day workweek for the “foreseeable future.”

Last year, the company surveyed its employees to see how they are dealing with the ever-changing landscape of the pandemic and the anxiety and stress that came along with it. They soon learned employees didn’t always feel comfortable or like they could take time off.

Employees felt guilty for taking PTO while trying to meet deadlines. Juggling work and suddenly becoming a daycare worker and teacher for their children at the same time was stressful. So, Buffer looked for a solution to help give employees more time and flexibility to get adjusted to their new routines.

Four-Day Workweek Trials

In May, Buffer started the four-day workweek one-month trial to focus on teammates’ well-being. “This four-day workweek period is about well-being, mental health, and placing us as humans and our families first,” said Buffer CEO and co-founder Joel Gascoigne in a company blog post.

“It’s about being able to pick a good time to go and do the groceries, now that it’s a significantly larger task. It’s about parents having more time with kids now that they’re having to take on their education. This isn’t about us trying to get the same productivity in fewer days,” Gascoigne said.

Buffer’s one-month trial proved to be successful. Survey data from before and after the trial showed higher autonomy and lower stress levels. In addition, employee anecdotal stories showed an increase in worker happiness.

With positive results, Buffer turned the trial into a long-term pilot through the end of 2020. This time, the trial would focus on Buffer’s long-term success.

“In order to truly evaluate whether a four-day workweek can be a success long-term, we need to measure productivity as well as individual well-being,” wrote Director of People Courtney Seiter. “Teammate well-being was our end goal for May. Whether that continues, and equally importantly, whether it translates into customer and company results, will be an exciting hypothesis to test.”

Trial Results

Company Productivity
Buffer’s shorter workweek trials showed employees felt they had a better work-life balance without compromising work productivity. According to the company’s survey data, almost 34% of employees felt more productive, about 60% felt equally as productive, and only less than 7% of employees felt less productive.

However, just saying productivity is higher isn’t proof. To make sure the numbers added up, managers were asked about their team’s productivity. Engineering managers reported that a decrease in total coding days didn’t show a decrease in output. Instead, there was a significant output increase for product teams, and Infrastructure and Mobile saw their output double.

The Customer Advocacy team, however, did see a decline in output. Customer service is dependent on customer unpredictability so this makes sense. Still, the survey showed about 85% to 90% of employees felt as productive as they would have been in a five-day workweek. Customers just had to wait slightly longer to receive replies to their inquiries.

Employee Well-Being
With more time and control of their schedules, Buffer’s survey shows an increase in individual autonomy and decreased stress levels reported by employees. And, the general work happiness for the entire company has been consistent throughout 2020.

What’s in store for 2021?

Based on positive employee feedback and promising company results, Buffer decided it will continue the company-wide four-day workweek this year.

“The four-day work week resulted in sustained productivity levels and a better sense of work-life balance. These were the exact results we’d hoped to see, and they helped us challenge the notion that we need to work the typical ‘nine-to-five,’ five days a week,” wrote Team Engagement Manager Nicole Miller.

The four-day workweek will continue in 2021, but the company will also be implementing adjustments based on the pilot results.

For most teams, Fridays will be the default day off. For teams that aren’t project-based, their workweek will look slightly different. As an example, the Customer Advocacy team will follow a different schedule to avoid customer reply delays and ticket overflow. Each team member will still have a four-day workweek and need to meet their specific targets. They will just have a more flexible schedule.

Companies who follow this format understand that output expectations will be further defined by area and department level. Employees who aren’t meeting their performance objectives will have the option to choose a five-day workweek or might be asked to do so.

If needed, Fridays will also serve as an overflow workday to finish up a project. Of course, schedules will be evaluated quarterly to make sure productivity is continuing to thrive and employees are still satisfied.

But, Miller says Buffer is “establishing ambitious goals” that might “push the limits” of a four-day work week in 2021. With the world slowly starting to normalize, who knows when a four-day workweek might reach its conclusion.

“We aren’t sure that we’ll continue with the four-day workweeks forever, but for now, we’re going to stick with it as long as we are still able to hit our ambitious goals,” wrote Miller.

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Business Marketing

Should your content management system go headless?

(BUSINESS MARKETING) You may be familiar with your typical content management system, but had you heard of a ‘headless’ model? Let’s dig into it together.



Person using content management system with hands on keyboard and small bit of desktop visible.

At some point, you have probably worked with a content management system (CMS) like WordPress or Drupal. If you haven’t already, you at least know that this computer software is used to manage website content.

But, have you ever heard of a headless content management system before? We didn’t. So, we set out to find out what it’s all about and how beneficial, or not, it can be for your company.

What is headless CMS?

Unlike your classic CMS, headless CMS is a back-end only content management system. It decouples where your content is stored and authored (body) from the front-end where your content is displayed (head).

This CMS isn’t tied to a particular output like a web page. Content is transmitted as data over an application programming interface (API). It’s a content repository that delivers content seamlessly to any device.

Benefits of Headless CMS

More versatile
Headless CMS isn’t your classic “monolithic” CMS so you aren’t constrained to an all-in-one system that might work for websites but not mobile devices.

Content is consumed by customers in more than one place now. Headless CMS provides a more versatile way to deliver multi-channel content to websites, Android and iOS apps, and even IoT (internet of things), like a smartwatch or in-store kiosk.

Businesses will benefit from this because only one back-end is needed to manage and publish content for different services and products.

No need for specialized developers
Developers aren’t tied to a specific programming language or framework. A developer can choose between using Javascript, PHP, Ruby, or any language they prefer.

If you already have a talented developer, you don’t have to scramble to find someone else who specializes in a specific system or language you are moving to. Your current developer can do the job for you in the best way they know-how.

Better Security
Security is important. Not being married to the front-end, headless CMS has a security advantage a regular CMS doesn’t. Usually, content provided to a headless CMS is read-only, and the admin portion lives on a different server and domain.

With the back-end detached from the presentation layer, there is a smaller target area to attack. Also, layers of code can be used to hide the content-delivering API making it safer than a traditional CMS.

Real-time collaboration
With two separate systems, content editors and web developers can work concurrently. This shortens a project’s timeline and helps get your product and services to market quicker. Also, content editors don’t have to spend more time creating the same content for each system. Designers and developers can take care of that.
Downsides of Headless CMS

As with anything, headless CMS isn’t perfect and isn’t for everyone. It has its disadvantages.

More technical
Little technical involvement is called for in a traditional CMS. As a result, the tool can be picked up quickly by almost anyone.

A deeper understanding of CMS, coding languages, and front-end technologies is needed when using headless CMS. You must have a developer that can build the web or app just for you.

Increased maintenance
With the body separated from the head, there are two systems to maintain. Implementation and maintenance could potentially become complex.

Bigger price tag
Building a system from scratch costs time and money. With a traditional CMS, there is one account, and, most likely, one payment. With headless CMS, you’ll have multiple payments for the CMS, a developer, and the infrastructure running your website or app.

Your custom CMS also isn’t coming from a pre-built content management system. All that hard work takes time (and patience) to get it done right.


Headless CMS lets you create a unique user experience and allow for cross-platform publishing, but it isn’t a one-size-fits-all content management system.

Before you jump ships, take inventory of all your content needs. Does your content need to be published on different platforms? Will a simple stand-alone website work for you? Only you can decide what works best with your business, but we hope this information helps.

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Business Marketing

Spice up your remote team building with a fully virtual escape room

(BUSINESS MARKETING) As part of a remote team, team building has become even more of a groan. But this virtual escape room seeks to make a fun and unique challenge for remote teams.



Woman waving at laptop in living room, on team building activity.

Team building events aren’t everyone’s cup of tea. While some enjoy getting to know coworkers they don’t normally socialize with, others dread the day before it arrives. Plus, there’s always work that needs to be taken care of, and using some of that time to mingle might seem like a waste of time.

Love it or hate it, working remotely has made team building slightly better, maybe? You don’t have to worry about physically being present in a place you don’t want to be. You’re not awkwardly talking to a co-worker whose name you can’t quite remember.

Nonetheless, it also has its downsides. We don’t see each other anymore so it’s easier to not be on the same page, and this makes learning how to work together much harder.

We’re almost a year into the pandemic and happy hour Zoom calls no longer hold the glamour they once did. So, what else is there to do in this virtual world?

Skyrocket Your Team has just the answer for you. This company provides virtual team building experiences through collaborative online escape rooms. The escape rooms are designed with remote teams in mind and can be tailored to accommodate different sized groups.

“If you’re working remotely, Skyrocket Your Team will help your team feel closer together and improve your internal communication,” wrote Co-Founder Jorge Sánchez Hernández. “Our puzzles are designed for teams by adult educators to trigger a set of emotions, feelings, and situations. Everyone sees a different screen and you need to communicate in order to get through the challenges. There is no way to continue without teamwork!”

From the comfort of your office or couch, each team member joins from their own computer and location. The escape room consists of an immersive story about astronauts trapped in a damaged spaceship. By solving puzzles and challenges, the team must work together to repair the spaceship and return to earth.

After hopefully, safely landing your rocket, there is a debriefing session. During this time, teams can share their experiences and discuss what they learned.

Skyrocket Your Team says their new form of team building will bring your company several benefits like:

  • Bringing your team closer together
  • Fostering collaboration instead of internal competition
  • Improving communication across your company

The end goal of the experience is to learn how to communicate effectively by solving the different sets of problems together. And, I think we can all agree that’s a good thing.

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