Earlier this month, Phil and I spent the day in New Jersey with Mark McKenna and his team. For about an hour that morning, we sat with Mark as he explained how his operation runs from top to bottom. They are currently in the top 75 American teams; and, if they maintain their growth pace, they should soon reach the top 25. In fact, they are on track to sell 1,000 homes this year.
Everything covered, from the smallest details to the big-picture strategy he’s pursuing, was illuminating, affirming, or inspiring, for our team’s approach to Montreal dynamics, and the needs of families, coming, going, and growing in our neighbourhood.
When Phil and I arrived early on June 10th, and stepped out of the car service, we were immediately struck by the impressive façade of their colonial-style office. Although it presented a traditional design, the building looked brand new, immaculate, from the pavers, to the windows, to the cladding. A place of care, and of pride. Once that sense of a place of substance made room for the details, we noted the name above the door: “Pat McKenna, Realtor”. Mark McKenna was meeting us, but “Pat” greeted us. Pat McKenna, Mark’s father, passed away at a very young age. Mark’s mom, and later Mark himself, continued this business, in his name.
As we made our way inside, we were warmly welcomed by the receptionist, invited to sit in the waiting room, where Phil and I discussed how the day might unfold. Originally, we had asked Mark if we could spend a day with him to learn from his experience, but we weren’t sure what that would involve; would he chat with us for twenty minutes, half-an-hour, and then ask us to help his agents with the day’s work? Regardless, we were prepared for what he might have planned for us.
Behind the Scenes of Success: Strategy, Leadership, and the Power of Collaboration
A few moments later, we were invited into the office down the hall, where we were greeted by the man himself: Mark McKenna. His office was what you’d expect from a successful realtor: brimming with plaques and awards, with a centered desk, under a coat of neatly organized files.
Mark was a font of knowledge; but, open. Real estate is naturally very competitive, so it’s rare for a broker, especially a highly successful one, to share all their trade secrets. We sat as he explained how his operation runs from top to bottom. He covered every thing, from the most minute detail, to the arial-reconnaissance-view of the strategy he pursues. And, when we finally broke from our impromptu conversation, we headed to the offices’ large conference room for the weekly team huddle! Here, we got a first-hand look at how Mark works with his team, and how they respond to his leadership.
Here are some key takeaways:
1. Streamline information: Much of the information we provide to clients is similar from one transaction to the next. Make sure you have a system in place that allows for clear and systematic distribution of it.
2. Create a culture of collaboration and performance: Through internal mentorship programs, create a constant flow of learning and information-sharing, and hold each team member accountable to high standards of performance.
3. Internal systems: A company can only rise (or fall) to the level of its systems. The internal workings of a company lead to better service for clients, a better quality of life for members, and more resilience in changing markets.
4. Customer service: The customer is the most important part of the business. Build the business around them. Reverse-engineer how you provide your service so that what you offer is precisely what is needed.
5. Growth mindset: When a company is running at full tilt, it must focus all resources on producing the work currently in progress. Therefore, no resources are dedicated to improving systems, recruiting better people, or planning for the future. Always ensure you have dedicated resources for future growth.
6. Have great people: There is, and always will be, no substitute for great people. Take the time to find them, and once you have them, treat them with the utmost respect. Great people make everything work.
Lessons we will be adopting.
Needless to say, Phil and I were grateful for the time Mark gave us!
We’re still holding a productive excitement, as we begin to take action, and put into practice new knowledge in Montreal.
We reaffirm our unwavering commitment to delivering exceptional service and unparalleled care to our clients.