Most delegation doesn’t fail because of who you hired. It fails because of the instructions they were given. This is the set of scripts and standards our market centers use — written for work your whole roster sees.
Not theory. Actual emails you can paste, and standards you can hand to someone on their first morning.
Assigning a task, chasing one that’s late, and giving feedback that improves the work instead of denting confidence.
Including agent-facing tone, CDA accuracy, receivables follow-up and in-processing — the places a mistake is expensive.
A Monday, Wednesday and Friday cadence that keeps you informed without tipping into micromanaging.
Written for the back office: CDAs, AR, KW Command, onboarding and agent communication, not generic admin advice.
In most businesses a mistake is seen by one client. In a market center it is seen by every agent you have — and the information your assistant handles is sensitive between colleagues who see each other in the hallway every morning. Template 3 is written around that.
Everything your assistant sends reads as coming from the market center, not from a person. The guide sets that tone, and draws the line at discussing one agent's production, cap status or balance with another.
Splits, referral fees and deductions verified against the file before anything goes out. A wrong CDA is a payment error, not a typo — and an approved one never changes without a fresh sign-off.
Firm, never punitive. The goal is a payment date and an agent who still feels welcome next week. Every contact logged with the commitment made and the date it was made.
Fee waivers, payment plans, policy exceptions, and anything touching an agent's agreement or standing. Your assistant escalates those rather than answering them.
One field, and the download starts straight away — you don't have to wait on an email or dig through a spam folder.