Relocation Spotlight: Martha Turner Sotheby’s International Realty
Martha Turner Sotheby’s International Realty is one of the most recognized leaders in the Houston real estate market, with a reputation that extends far outside of the local community.
Tess Chaney is the company’s relocation director. During a recent interview, she said that successfully running her company’s relocation department requires constant, seamless teamwork, which begins with a foundation of trust.
She discussed how involved she and her team are when it comes to working with relocation clients, and the many things that happen behind the scenes that help to ensure a smooth transaction throughout the process.
Following are excerpts from our conversation:
MS: What are some of the most important aspects in running a successful relocation department today?
TC: A teamwork environment is required to meet the demands of the third-party relocation management companies, and for the transferees who need us to be available. The speed of response to all communication is one of the things that is very important to us, so if one of us is out of the office, another team member can pick up their files and reply back as needed. Also, we all have different backgrounds within the real estate world, so our combined experience and knowledge of the local market make us a valuable resource to our relocation clients.
MS: What makes for a good team environment within your department?
TC: All good teamwork begins with trust. As the relocation director, I have to be able to trust that everyone knows the tasks that need to be completed. Everything is moving at such a fast-pace, so I have to trust that information will be handed off to the right person in a timely manner. Our agents also place their trust in us, and know that we double-check their contracts and review all of their paperwork prior to submitting it to the third-party relocation companies. The relocation companies trust that we are placing their transferees with professional and preferred agents, and that we understand the level of service needed for these transactions.
MS: How involved are you and your team once your agents begin working with relocation clients?
TC: Our department is copied on all communication pertaining to the main parts of the transaction, and we have systems in place and technology to track the transaction. We are also in communication with our agents on a daily basis to ensure that everything is going smoothly.
If anything happens and is escalated on either side of the transaction, we are the first to know and get in front of the problem to work toward getting it quickly resolved.
We are a buffer of emotions, during a very emotional time and transaction. We have to be able to have a level head, see clearly through the fog, and be there for moral support or to provide solutions when needed.
MS: Is there anything that has been invaluable to you in working with your team and relocation clients?
TC: I think that having my CRP (Certified Relocation Professional) designation is very impactful, because it provides answers to many of the questions about why things are done a certain way, and as a company we are better equipped in explaining the process as a whole to the transferee.
I also have a broker’s license and worked as an agent prior to working in relocation. Having represented my clients in real estate transactions, I understand the concerns of buyers and sellers. From an agent’s perspective, I understand the contractual timeline and how important it is to be detail-oriented in reviewing contracts and BMAs (Broker’s Market Analysis). So, I use that knowledge and experience to make sure that we are positioning ourselves correctly, whether it be the pricing of a property or in reviewing contracts. Having that broker’s license and that experience means that I truly understand the ins and outs of the transaction, from the onset through closing.
MS: How do you stay on top of what is happening with the agents in your offices?
TC: As a management team, we travel once a week to each of our five offices, and have in-depth communication with our agents. It’s our job to see them, meet with them, and know them. So, when we assign an agent, the relocation client is not only getting the market knowledge of that agent, but they are possibly getting a friend who they can rely on and trust. That’s why having a presence in the local community is really important. Buyers and sellers want to work with an agent who they are going to see at the grocery or at their kids’ schools. We are very hands-on with our agents as well as with the transferees. It’s a fine balance of communication, organization, and action.