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Broker Doubles Down on Full-Service Model

Agents can call or email a hotline that guarantees immediate response from a broker or manager.

(Mountain Lakes, NJ, September 7, 2017) — Ben Schachter briefly flirted with a 100 percent offshoot of his traditional brokerage, but he acknowledges he was never especially enthusiastic about the low-service concept.

The Florida broker’s true passion is running a full-service company that caters to agents’ every need. Schachter is owner and president of Signature Real Estate Companies, a 650-agent firm headquartered in Boca Raton, FL.

One of Schachter’s recent innovations is an agent hotline known as SARAH, an acronym that stands for Signature’s Agent Resource and Helpline. The idea is that when an agent has a question, she can ring a central phone number or email one address for help.

"We provide every single person who joins Signature one phone number to call," Schachter says. "We have that phone number connected to 25 — including me — of our managers’ cell phone numbers."

The system aims to quickly respond to agents’ queries. Schachter promises that he or one of his managers will instantly answer phone calls and emails from 7 a.m. to 9 p.m. on weekdays and 9 a.m. to 7 p.m. on weekends and holidays.

"When our sales team has a question, they call one number, and there’s 25 people like me waiting to answer," Schachter says. "It’s not a round robin. It rings every phone at the same time, so my agents don’t have to wait."

More of Schachter’s techniques for offering a full-service model to customers and agents appears in the September issue of Real Estate Broker’s Insider newsletter.

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