Company celebrates 30 years of client focus
Ask Amy Bernstein what has made Bernstein Realty a success, and she offers a long list of the attributes of the company’s agents and staff. Ask the agents and staff and the answer is simply, “Amy.”
As the company celebrates its 30th anniversary this month, both can share the credit for a business with a clear corporate culture.
In an industry where change is the only constant, Bernstein Realty has been a leader in adopting new technology and attracting new agents — but has several agents who have been with the company for more than 20 years.
Janice Ratliff, a 25-year Bernstein veteran, said recruiters from other firms eventually decided she must be Bernstein’s sister because of her complete lack of interest in moving from the first company she joined out of real estate school. Ratliff left a comfortable corporate job at a time mortgage rates were in double digits.
“It was a big jump for me, but I’ve always been glad I did it,” she said. “Amy believes in doing everything possible for our clients and treats us the same way.”
Even though Bernstein is “like family,” Ratliff said, “I’d never want to sit across the table from her” in a negotiation.
At almost 22 years with the firm, Mark McNitt, echoed the idea the company as family.
“You know with Amy that her No. 1 interest is your success. The com- pany has grown, but Amy still has a hands-on approach and knows what’s going on with each agent,” he said.
“Working here is the complete opposite of what I expected,” said new agent Kristy Kubala. “I thought that it would be ‘you’re on your own,’ but I’ve found the big, supportive family.” When Bernstein passes an agent in the halls, Kubala said, “She knows the things you’re working on and what is going on in other parts of your life. She cares about your success. She’s our cheerleader, our mother bee.”
Bernstein is a working broker/owner. Agents interviewed said that rather than competing, they see the opportunity to learn from her work ethic and share in the business she brings in.
“She has a laser focus on our clients,” said Estelle Elles, a 20-year Bernstein agent. “She doesn’t just call a company and ask for their relocation business. She gets on a plane to get in front of them and show them the level of service they can expect.”
Elles said that while some agents are hesitant about adopting new technology, Bernstein offered them no choice as she pushes to have cuttingedge tools available and used by all agents.
“Technology changes every day, but Amy is still the same,” Elles said.
The Bunker Hill offices near the Katy Freeway are going through another expansion, but growing the core office has always been the Bernstein strategy. Bernstein agents specialize in a variety of Houston and suburban neighborhoods, but the hub has always stayed under one roof.
Considering the intense level of hands-on commitment Bernstein maintains for both her clients and agents, it’s not surprising that emails from Bernstein are often time-stamped in the wee morning hours.
“She is the queen of the 2 a.m. email,” said Mary Piper, relocation director.
No one understands Bernstein’s work habits better than Gloria Moorman, sales manager and Bernstein’s personal assistant for 14 years who says it helps that she too has a lot of energy.
“Amy has a true love of the business and cares about every client. I enjoy working with her clients,” Moorman said.
“Our culture is that we work very hard, give 110 percent and enjoy each other and a sense of pride in what we accomplish together,” Bernstein said. “Any job can be taught. People here need to have a willingness to learn, to do their best and have pride in what they are doing.”
The division of responsibilities of the staff is deliberately fluid to ensure no essential function depends on one person alone. Bernstein is always ready to step in and help in any area.
Back in the early 1980s, student teaching convinced Bernstein that she would not likely use her elementary education de- gree. But an internship in a real estate office quickly set her on course.
“I love people, negotiation, the art of the deal, and seeing buyers and sellers happy in the end,” she said.
She got her real estate license and by the time she had the four years necessary to earn a broker’s license, she opened Bernstein Realty in 1985. The company has thrived through the roller-coaster of booming and challenging markets by building up a strong referral network.
“There is no greater compliment you can get from a client than a referral,” Bernstein said.
The company’s 30 years have spanned tremendous change in the technology and tools used in a transaction.
“Initially we could accept contracts by telegram, then fax, then email and now we have e-signatures,” Bernstein said.
She said that coming to the office is her vacation, because she enjoys putting together deals that much. She could never see herself as simply a managing broker.
“I think I am a better owner because I’m out there doing what the agents do. It helps me to be empathetic to the challenges they face. I’m right there with them,” Bernstein said.
The strength of the market recently has brought in another 10 agents and fueled the current office expansion.
“We have not been actively recruiting. We grow by word-of-mouth,” Bernstein said. She said she would rather focus on making sure the agents have the support they need after they come aboard.
“I understand that each of our agents knows they can work anyplace they choose. It’s our job to build a company they continue to choose,” she said.
But in the end, Bernstein said, her primary responsibility is to help everyone keep their focus on their clients.
“A home is not just the biggest financial investment most people make, it’s a tremendous emotional investment. Home is where your story begins. I feel invested in every transaction,” Bernstein said.