Expansion into Recreational and International Properties for Client Support

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Episode 024 of Real Estate Team OS features Jeff Brown, Director of People and Operations with The Heaps Estrin Team, the #1 team in Canada under Royal LePage.

He joined the real estate team, led by Cailey Heaps, two years ago after spending about a decade with BMO Financial in human resources and workplace transformation.

Learn how the role shaped up, how the role serves the organization, how they support people through changes (including deeper adoption of Follow Up Boss and opening a second location), how to add performance management, which KPIs are worth reporting, and much more!

Watch or listen to this episode with Jeff for:
0:00 Intro and welcome
1:36 How to get the most from your team and team members by leading in an emotionally intelligent way
7:45 How he made the transition into real estate two years ago, what the initial role looked like with the team, and why the team needed him and his role 
13:58 Which KPIs are reported each month (and the various ways you can spend on flowers)
18:15 What the state of operations was within the team before bringing on a Director of People and Operations
21:14 Why *timing* is the key to opening up mindshare and creating scale for the agents and team leader alike
23:20 Insights into the what and why of two significant projects for the team - a new location and a new vertical
29:05 Culture and communication tips to facilitate change 
31:21 How a “five whys” approach helped move the team deeper into their CRM (Follow Up Boss) and why they looked to go deeper in the first place
37:55 How "the meeting after the meeting" supports training, education, and change
39:44 How the team runs their weekly sales meeting
40:49 How and why to implement true performance management for your admin and support staff - with two specific tips
46:25 Why and how to face the leadership and management aspects of your job even if you don’t love them

49:08 At the end, hear about an executive seeking permission from a junior team member, about just how expensive hand soap can be, and about leaving your phone in the other room.

Learn more about The Heaps Estrin Team:
- https://heapsestrin.com

Connect with Jeff Brown:
- https://www.linkedin.com/in/jeff-brown-72077424/

Learn more about happiness with Gretchen Rubin:
- https://gretchenrubin.com/

Learn more about Real Estate Team OS:
- https://www.realestateteamos.com
- https://linktr.ee/realestateteamos

Follow Real Estate Team OS:
- https://www.instagram.com/realestateteamos/
- https://www.tiktok.com/@realestateteamos

Get subscriber-only episodes instantly, plus email-exclusive insights and guest previews every week! Sign up at https://www.realestateteamos.com/subscribe