The TC Experience: How a Transaction Coordinator Changes Your Business: Ep 344 Travis Moore

REE #344 Full Audio

[00:00:00] Travis Moore: I like being there to celebrate the people that are hitting their goals, and that's all I do every day. Every day is helping people with more closings, helping customers. I get a of satisfaction from that. For reason, am good at the details and the documents and the behind-the-scenes stuff, and, it fulfills my day. Hey, welcome back

[00:00:51] Tracy Hayes: the Real Estate Excellence Podcast. Most agents think transaction coordination just chases signatures. Today's guest says that [00:01:00] picture is wrong. He came up with, in the hotel and resort management. Now his team supports agents across Florida, and he's expanding into Georgia. His belief, your workday shouldn't follow you home. We're covering compliance, commission pressure, and AI. Let's welcome Travis Moore to the show.

[00:01:18] Travis Moore: Hi. Thank you.

[00:01:19] Tracy Hayes: And what I'll leave out, I out of that introduction is, the name of your company, Next Level-

[00:01:24] Travis Moore: Agent Support.

[00:01:25] Tracy Hayes: Yeah ... Agent Support. So very, Next Level Agent Support. Travis is, I as a co-founder. Yes. You as co-founder. I thought you the founder, but, Yeah but co-founder. Well, There's a group of

[00:01:34] Travis Moore: us.

[00:01:34] Tracy Hayes: There's a group. Okay, that's better. and, Really derive, y- you've been a decade now in the, in the business. You're still a young person, but you've, you've, c- really created a, a great level of credibility, reputation, I is probably better word for it, in the business with the agents. And as we were just talking, you, you, now support over 100 agents now, which is totally amazing, 'cause Next Level is what? is couple years old now?

[00:01:57] Travis Moore: Year and a half.

[00:01:58] Tracy Hayes: Year and a half.

[00:01:58] Travis Moore: Barely. Next month- So- be a, [00:02:00] a full 18 months.

[00:02:01] Tracy Hayes: Yeah. So that is, that is amazing, and, it's... You know, you're only as good as your last transaction, your last agent you service. Yeah. So obviously, I assume the agents are referring other agents to you. Yeah.

[00:02:11] Travis Moore: Yeah. That's actually where most our business comes from. We don't spend any money on or anything like that. It's, generally just word of mouth-

[00:02:17] Tracy Hayes: Yeah ...

[00:02:17] Travis Moore: and connections. Yeah. It's all about the relationships.

[00:02:20] Tracy Hayes: Tell us a little bit ab- uh, if you could, you know, summarize, it. you originally started as an agent.

[00:02:25] Travis Moore: Yep.

[00:02:25] Tracy Hayes: that's when I first met you. ...and then you decided maybe that wasn't working for you, that the transaction coordinator. What w- tell us your evolution. Oh, yeah ... and even right up through really making, you know, some decisions were being made at the brokerage you were at, and you decided, "You know what? I'm gonna go out on my own." Yeah. So walk us through the the Travis the agent to Travis the transaction coordinator to now Travis the owner of- Yeah ... Next Level Agent Support. Yeah.

[00:02:48] Travis Moore: So, yeah, I started out as an agent. I wanted to do something different. I came from customer service, sales, hospitality before. And, I did that for a while. I actually started as an assistant to one of the top agents at the team I [00:03:00] was at, And so he kinda showed me the ropes, taught me everything of to be a real estate agent. And I did that for a while. Once I started actually doing my own sales, I realized I'm not someone who likes to be out there by myself. I'm not someone who wants... Like, I I loved the customer service side of it, but I was not the person who wanted go out there and find the sale. Mm. I didn't like driving all over, showing all houses, you by myself in my car most of the time.

[00:03:23] Tracy Hayes: Right.

[00:03:23] Travis Moore: I'm definitely more of a team player. And so when the team I was on, they had an opening for a transaction coordinator. I'd never done it before, but I was like, "It seems similar to some of the customer service jobs I've done before." So I talked to my team leader, and they were like, "Honestly, yeah, y- we think you'd be a good fit." So, that was actually at the Welch team at Keller Williams. Yep. Yep. And, Christina and her team me absolutely everything about transaction coordinating. I learned so much in such quick time, and I quickly fell in love with role. I was like, "This is where I'm supposed to be." Mm. I'm the person who coordinates all the behind the scenes and, like, connects all the dots, keeps the ball rolling while the other people are out there the sales. Right. was-- it was awesome to be able to my [00:04:00] niche like that, cause at first I was like, maybe this whole real estate thing's not for me." And now 10 years later, I'm so glad I quit and I didn't- Yeah ... give up, 'cause I just need to find the right fit.

[00:04:07] Tracy Hayes: Sure.

[00:04:08] Travis Moore: But, yeah, so I did that for a while. I was ready to grow. I'm always trying to grow. So I to get a little complacent in roles, after doing them for a while. So, I found an opportunity where I was going to be the lead transaction coordinator for another group. And, from there, I helped them build out their entire transaction coordinating department. a whole team of transaction coordinators in the height of the COVID craziness- Mm-hmm ... with all of the sales that were happening. And, that led into being the director of operations and handling some of the other staff and, even helping mentoring agents. So I mentored a lot of brand new agents, during that time. And, you know, companies grow, things change, and I learned a lot. I never would've learned everything that I learned if I hadn't been there, so I'm so thankful for it.

[00:04:49] Tracy Hayes: Well, you definitely worked for, you know, two very high-producing, I, I can't believe they're high producing if they're not good at what they do. Exactly. And you [00:05:00] were fortunate enough to work with two great organizations.

[00:05:02] Travis Moore: Yeah.

[00:05:02] Tracy Hayes: Yeah.

[00:05:03] Travis Moore: Yeah. Honestly, I am so thankful for my time. it gave me all the information and all of the skills of, like, how to run a business, how to operate, to where finally I decided that, okay, my next step is going out my own.

[00:05:16] Tracy Hayes: Mm-hmm.

[00:05:16] Travis Moore: But again, I went back and thought about that sales, that person, "Travis doesn't like sales." And I was like, "I don't wanna do this alone." And that's how we actually co-founded Level Agent Support. So Whitney Rocha and Deanna McGinley, they both transaction coordinators. So all of us could've been out there doing our own thing by ourself, but we decided collaborate, come together, and launch this new platform. so we each have the autonomy to still run our business, but we're doing it together, so that way there's always someone to lean on. There's always someone to collaborate with. If you ever run into a scenario you haven't hit before, you've got a team behind you that can, "Hey, can you guys come together? Let's-- Here's my issue. Have you ever seen a solution for this?" And honestly, there's almost nothing that we can't get through. W-

[00:05:54] Tracy Hayes: well, isn't it s- you know, a lot of people say that, oh, real estate's gonna eventually go to the computers, the AI [00:06:00] type of thing. But, Just you saying that, and obviously one of the topics that every agent that on, every top agent, is- collaboration, and then surrounding themselves with other top agents because every real estate transaction is different. The negotiations are different. The problems with the house are different. Obvious- you know, the addresses are different, the location- ...the, what part of town they're in. All these things apply to every piece- Yeah ... property. Some more than others less, but obviously, you know, a lot of probably don't think about it, when it comes to the transaction coordinating, you're really a lot, you know, your value, a lot of your value is, also being that sixth person in that circle- Yeah with the agent and helping them fight through some of these things, problems, that come up, because you're one of the first people to know if the agent's not the first person. Yeah. Yeah.

[00:06:48] Travis Moore: Yeah, we truly are kind of the center of gravity for a lot of these transactions. Mm-hmm. I had a couple scenarios recently, where, you know, HOAs are always kind of a stickler for, I know for lenders, for title companies- for us on the [00:07:00] agent side, and, there are times when I have to put on a different hat. I'm more than just the person that's making sure the transaction's moving forward. I'm having to call people, track people down, get documents- Yeah um,you know, find out information for people, and that's truly what we're there for. We're to be that extra resource so an agent can be two people at once. They can be out there showing the house, and I can be behind the scenes making the phone calls, getting the information that their customers need. Yeah. And, that's how, that happens a lot, where we are truly their, like clone. We get to, "Hey, you said you were gonna do this. Let me help you it so you can keep doing your thing." and that's where we really come into play, is letting them two people at once, 'cause otherwise they can't.

[00:07:34] Tracy Hayes: And I would imagine, too, your collaboration with the other ladies to, you know, create this together. You know, obviously now you, you've got a, a robust, you know, you broke 100 agents that you guys are working with. you mentioned you just brought a, an, another transaction coordinator on. there's only, you know, I guess- A lot of people probably ask, and just throw that out there, what is a, a really good trans- someone like yourself, how many transactions can you actually handle in a- Yeah ... on a, in [00:08:00] your queue at any one time?

[00:08:01] Travis Moore: It honestly, it's always an ebb and because sometimes you have transactions that take a lot time.

[00:08:06] Tracy Hayes: Mm.

[00:08:06] Travis Moore: Other times you have those quick ones that like, everything worked out normally and everything happened the way it was supposed to. So, throughout the year it can ebb and flow, and you also, depends on how your team is set up. You know, since there are of us, we each have our own kind of setup. Mm. We do the core transaction coordinator role the same, but, for me, I've started kind of growing more, so like I said, I brought a second transaction coordinator. I also have some admin staff that help behind the scenes. Mm-hmm. So, you know, takes a lot of the weight off me. So it just kind of depends. I mean, I've had as much as, you know, 90 transactions pending at one time. Mm. And then there's some months when it's 50, but it still feels like the 90. So, it always-

[00:08:40] Tracy Hayes: Wow, I didn't... Well- Yeah ... that's a really good transaction coordinator. Yeah. The average is not taking-

[00:08:45] Travis Moore: Yeah, no, it definitely, it- definitely is because of the team that I've built.

[00:08:49] Tracy Hayes: Yeah.

[00:08:49] Travis Moore: So, my team behind me, they take a lot of the administrative work off of me, a lot of the compliance work. they are the ones that really I can delegate, which is a huge, huge resource. [00:09:00] Same for the agents. The agents delegate things to us.

[00:09:01] Tracy Hayes: Mm.

[00:09:02] Travis Moore: And d- all of my tasks, I can delegate things to different people.

[00:09:04] Tracy Hayes: Now, it takes a special talent, to do, or, talent, personality, wh- whatever you want, mindset, ideology, all those fancy words, to really be good at what you- Oh .........'cause would you agree? I mean, they like give these, And I know because you've been, been with Keller Williams, what is it? The personality test. Uh- Oh,

[00:09:20] Travis Moore: yeah

[00:09:21] Tracy Hayes: you know, DISC. yeah, you did. Yeah, The DISC assessment is one of them. There's others, but- Mm-hmm ... in what- the person who wants to be the, real estate agent out there, out front, meeting people at houses, so forth, versus the person who's fine in the cube, spreadsheet, you know, your whatever, you know, program you're, you're using, taking notes, putting in all those things, the, those details. Yeah. The generally, and, not always true, but generally that person who's out there doing the sales is not a detail-oriented person. Right. And they need the detail-oriented, person. think it was, Sarah Rocco gave me the book, Rocket Fuel. Mm-hmm. and it talked about the partnership between someone who's the visionary and then- Mm someone who [00:10:00] actually executes it. Yeah. You're an executor. Yes. you you get it done. You're taking the details. I met-- you had 90 transactions in your at any one time. Yeah. You better have good notes, 'cause you ain't- remember. Oh, yeah ... These people you just met, you aren't remembering everybody.

[00:10:12] Travis Moore: Yeah.

[00:10:13] Tracy Hayes: Yeah.

[00:10:13] Travis Moore: And that's why have to have a team, though, because they're, the business does ebb and flow. Mm-hmm. I mean, that's like the height of the summer rush. All of a sudden you're like, "Wow, how did we get that many Just 'cause, it's, you know, a handful of agents all start selling a ton.

[00:10:24] Tracy Hayes: Mm-hmm.

[00:10:24] Travis Moore: and so you have to have those team and those people that you can delegate to. and we've grown. So we have kind of trial and error in the beginning, and then we've ironed out the process to where, okay, everyone has their specific set of the things that they're supposed to be doing, and that's what really keeps everything on track. 'Cause I be able to do that without all of them.

[00:10:41] Tracy Hayes: Yeah.

[00:10:41] Travis Moore: and same with like if someone goes on vacation, you have to have backup. Yep. Yeah, you can't leave your agents hanging when, you you're gonna be out of town or if you're sick or something like that. Yeah. And so, everyone's cross-trained, and everyone can kinda jump in where they're needed.

[00:10:51] Tracy Hayes: I can imagine yeah, that, that's a challenge because e- especially a good transaction coordinator, you if they've got 30, 40, 50 [00:11:00] transactions on average any given month, just say how it's going, and they go, " Okay, when can I take a vacation?" Well, there is none because y- there's, you always have- Yeah ... a num- not just or two, you've got dozens of transactions going at any one time- Mm-hmm that it really can pin d- Yeah ... pin someone down. Oh, yeah. I mean, to, to, the point where they're like, "I'm afraid to go take a vacation because then might lose that agent, 'cause they're gonna get ticked at me," and all that kind of other stuff. Yeah. So that collaboration, again, to, uh, join an, you know, to work with a Next Level, Agent Support, you have y- you've built the backup mechanisms.

[00:11:33] Travis Moore: Yeah. Yeah. Yeah. 'Cause you, you'll get burnt out if you don't. Yeah. You have to take time. You have to take personal time. The same reason we preach to the agents, like, "You need a transaction coordinator so you win your time back."

[00:11:41] Tracy Hayes: Mm-hmm.

[00:11:41] Travis Moore: We do the same thing on our side. So we make sure that we have those things in place so that you can.

[00:11:45] Tracy Hayes: Yeah.

[00:11:46] Travis Moore: Yeah.

[00:11:46] Tracy Hayes: 100%. So, back to the personality. You said- Yeah ......you just hired, someone outside your initial- Yeah core- Yeah ... which was, i- is the founders of Next Level. This person's, as you would call an employee. you probably interviewed a bunch of people, obviously [00:12:00] evaluated yourself. You I don't know if you gave them the DISC assessment or what, or you did your own DISC assessment mentally, as I'm sure all three of you probably actually spoke to this person. Yeah. But, obviously, you're trying to hire who's gonna be with you for a period of time. There's certain personality traits, you know, things that looking for. What, what, what would you say- Yeah ... are, you know, two, three, four things that you were looking for- Oh, yeah ... in this, ...in this person- So, to be a great transaction coordinator?

[00:12:25] Travis Moore: I actually, I, I met with her first and did my own little like DISC assessment, basically. And I noticed a lot of similarities in our journeys. I noticed, you know, she had been an agent as well. Mm-hmm. She had been in service before. I noticed a lot of the same qualities that I find in myself, and, that was honestly one of my biggest reasons of wanting to bring her onto my team specifically. So under Next Level Agent we each have our own teams. Mine's the Transactions with Trav team. Mm-hmm. And, so I brought her onto my team specifically to help me my business so that I can continue growing. And, that was the biggest thing, was seeing the similarities in just the way she answered questions, the way she handled [00:13:00] herself, the way she communicated. talked a handful of people that had worked with her in the past an agent, and, they all had similar experiences. know, great with customer service, very detail-oriented- Mm-hmm amazing at follow-up. Those are all things that are very key when you're a transaction coordinator. Yeah. So that's really what helped my decision, is I just, I kinda saw myself in her.

[00:13:17] Tracy Hayes: Give me, if you can remember, I'm sure you do, though, give me a, one of those interview questions did you ask her to ...to pull out one of those traits that you just talked about? Yeah. What, what what would, if I was interviewing for a transaction coordinator, what was one of the questions you asked her specifically, and you obviously tuned into her answer because you were, you know, obviously looking for a certain, for her to- Yeah obviously, uh, portray it in a way to pull out one of those traits.

[00:13:41] Travis Moore: Yeah. I think, I don't know I remember the exact verbiage, but one of the, the things fell under the lines of, you know, you have a transaction or a situation that's kinda going south. Everybody n- needs something. Everybody's upset because whatever was supposed to happen didn't happen. Mm-hmm. And I think I asked, like, "What is your first steps of what you do when you're the middle of [00:14:00] this little sphere and all of a sudden, all of different, like, you know, everyone's a planet- and they start orbiting in different directions, and it's like you're the What do you do?" and I think just her answer was, well, have to evaluate what the situation is, figure what you can do first. There's some things that are out of our control. They might be a third party. But you have to narrow down, what is your next step? What you do to make the situation better? And I think just she answered that and how, and how she does it now- Yeah handles whenever is an issue, and same with any of us that are transaction coordinators. That happens frequently. You real estate gets- kinda fiery sometimes. get buyers and sellers that get mad at each other. sometimes you get agents that are heads, and then you've gotta be like, "Okay, you guys gotta stop talking to each other. Like, let me be the middleman." Yeah, yeah. and so I think just being to narrow down and focus on, okay, there might be 10 things that have to happen right now. You can't do 10 things at once, so you start focusing on the first one. What the one that needs to be done first? Who do you need to talk to? Who are the decision-makers? Okay, is the most upset, and why are upset? And then evaluating that and trying to find that middle ground for everybody. I know you want this, and I you want this. This is kind in the [00:15:00] middle. Do you both win? Let's see.

[00:15:01] Tracy Hayes: Well, what, it was funny how you it and just described that. the agents that I've had on, I know that's they mean, but they don't quite, cause one of the biggest things I hear when come in, and a lot of times it's not on camera, is they're, they're, And not necessarily names are mentioned, so you don't, but is is just running into of these, Uh, I would say l- not easy to work with agents.

[00:15:21] Travis Moore: Sure. It can

[00:15:21] AUDIO 344: happen.

[00:15:21] Tracy Hayes: That they get their ego involved, especially if there's a negotiation and, they're not being collaborative and, you know, h- h- having that open communication. Yeah. Where you've been experienced to, not necessarily the phone calls, but I'm you see some of these emails go back- and forth, I do which it can

[00:15:38] Travis Moore: be amazing- It's funny you say that with phone calls, because I actually have been praised a couple of times. I'm first person to be like, "These emails getting fiery. Let's get on the call right now." Yeah.

[00:15:46] Tracy Hayes: Yeah.

[00:15:46] Travis Moore: yeah. I had that happen twice last week actually, and once you talk to somebody, you You can empathize with them, you can their situation. Two agents

[00:15:53] Tracy Hayes: going back and forth, and you're- Yeah ... included on the email,

[00:15:55] Travis Moore: you're seeing this. Yeah, exactly. You're seeing this. And then I jump in. I'm like, "Hey, can we jump on a quick phone call?" And then I'll call the other agent, [00:16:00] listen to... Sometimes just need to be heard. Mm-hmm. They just need to be vent. Even there's nothing you can do to fix their situation or their problem, and it's, maybe it's somebody else that caused the problem, if you listen to them and then respond and acknowledge them, that can change the entire, the rest of transaction.

[00:16:12] Tracy Hayes: Well, I was asked a question the other day, that'll probably come out in one of blogs, 'cause we were doing one of, one of my interviews I'm creating blogs with. but was, which I, I think has, has happened ever since May of '22 when rates went up, We saw agents who obviously were doing really well the previous year, because pretty much just take a sign in the yard and they were selling a home, or where it is buyers, everything was just happening so fast. But now see a real separation of e- you where a lot of agents were were doing great, 'cause there was a lot of sales going on, but now there's just a really elite group of Yes ... who are doing really well. And my answer to his question was, I think one the challenges that agents have is being, they feel they're on an island, and sometimes they put themselves there. Mm-hmm. And it goes back to you were just saying, you know, that agent needs to be heard. It's because, they're not, they [00:17:00] feel on an island, and they- Yeah ... don't have anyone to talk to. Right. They haven't collaborated and got other agent friends to talk to, or a transaction coordinator- Yeah team that's working for them, they can call you and go, "Hey, Travis, I got this problem. How do you think we could, we can-

[00:17:12] Travis Moore: Yeah ...

[00:17:13] Tracy Hayes: solve it?" And feel they're on a team f- they're on an island. Excuse me. on an island, and therefore, you'll get a little you know, as we all we're pinned in a corner, we might get a- Right. Because you're by yourself ... come out like a Yes. Yeah. we start to get a little hostile, a little short, you know- Yeah ... and mentally tired because we're not- Yeah ... surrounding ourselves by those people. Yeah.

[00:17:31] Travis Moore: Yeah.

[00:17:31] Tracy Hayes: and I think that's one the reason why a lot of agents fail, is because they either put, they They put themselves on that island of reaching out and collaborating with other agents- Yeah in the office, or just other agents that they're working with. Yeah.

[00:17:44] Travis Moore: Yeah. No, definitely. I see that a lot. you know, I'll get a call someone's like, "I've been in the business 30 years, and I do by myself. I don't have a transaction coordinator." Mm-hmm. And they don't they don't wanna talk to me. And then it takes them maybe 5, 10 minutes, quick phone call, and they're like, "Oh, you actually have..." "Like I- I've, at this point, I've closed probably [00:18:00] 5,500 transactions in career- Wow ... between the different teams I've been on. Yeah. And, so then they realize, oh, you a source of information, you are a source of, you know, I'm gonna provide solutions to our problems, and, that, changes the tune, and they realize that, we can collaborate. Even though you're for this seller and I might be working for the buyer's agent, we all have common goal. Mm-hmm. Like, we're all here to work together. And, I think just having those conversations align everybody so that they understand, like, whatever I do during this transaction, it's to help your seller, 'cause it, the goal is the seller wants to sell the house- Yeah the buyer to buy the house. And- I that all the time so we wanna, yeah. We want, we

[00:18:31] Tracy Hayes: we wanna- You're listening to my show. Yeah. Right?

[00:18:35] Travis Moore: but yeah, that's, I mean, as long as everyone understands that there's a goal- Yeah ... there's nothing that we can't figure out together, so.

[00:18:40] Tracy Hayes: Well, I think it's great, you know, to go back to your, you joining the two agents together. I think that's priceless. Mm-hmm. and, you if you are one of those agents, and maybe, you maybe you don't realize you are, but I think some of them do is like, "Hey, am I regularly getting into, Confrontations with the other agent ............confrontations with the other agents?" Because one, the other [00:19:00] agents are noting it. They're, they are noting they're working for, and trust me, if you've got multiple, offers on a deal and they you on there, like they're telling their seller, "No, don't deal with that agent," 'cause, you that it's gonna- Yeah ... that's gonna them problems. But in fact, you're jumping in, because really, y- you, the, you're it's kinda like my call center experience, you know, coming out of, when I was, you know, Quicken Loans, Rocket. Mm-hmm. Coming out of that call center situation, having dealt with volume. You're dealing with volume. No agent is dealing with 50 transactions at any given time. Nobody is. You have done that. You- the volume you have, the situations you've dealt with, you really are a, a priceless, gem. Yeah. Which I would recommend, and we could talk a little bit offline, of the things that I've been working with. The, some of this knowledge that you need to have, I know it's here. Oh, yeah. You need to, you need to, like, Find an outlet. Yeah ... a- Find an outlet. Yeah ... a- well with, with, AI now, it's like I've taken all the transa- tr- transcripts from the show. I've created this, I haven't put it out, the thing. I just created it in Claude. But, it's called Ask [00:20:00] REE, Ask- ask Real Estate Excellence, so they can go in and ask anything. Oh, yeah. And it will look through the transcripts and see someone's actually talking about that. Yeah. Yeah. And, you know, one thing I've always said to agents is, "You should have a notebook. Like, take notes on every transaction you ever had." Oh, yeah. But really now with AI, you can create this own pro- Dump it in there and you can actually just dump it in there. Yeah. You can verbally talk to it. Yeah ...And just say, "Hey, this is what happened in this transaction. This is how we prob-..." blah, blah, blah. And you cre- all of a sudden, create this database-

[00:20:25] Travis Moore: Yeah ...

[00:20:25] Tracy Hayes: to where your team now can in and learn from Travis by going in- Yeah ... "How did Travis handle this situation?"

[00:20:31] Travis Moore: Yeah.

[00:20:31] Tracy Hayes: And then call you if they need to, but it's already gonna give them the answer. Right.

[00:20:34] Travis Moore: We started doing that on a small level. You know- Yeah ... AI is still something I'm still learning so much about. Yeah. And it's crazy how much it's involved in our business. But yeah, that is something that we've started doing, with information at least.

[00:20:43] Tracy Hayes: Yeah.

[00:20:43] Travis Moore: Yeah. ' Yeah. '

[00:20:43] Tracy Hayes: Cause it's, the, now you have-

[00:20:46] Travis Moore: The collective brain.

[00:20:46] Tracy Hayes: I see it. and I explained it, the, another project, my vision of the project. But, the AI is your librarian, and you can create the biggest library in the world, and it'll find it faster than you and I ever could- Yeah ... just in the county [00:21:00] library.

[00:21:00] Travis Moore: Right.

[00:21:00] Tracy Hayes: Because it's moving quickly. and when you can create this huge library, I mean, it's, that's what the AI databases are looking for. You know- Yeah ... the AI, programs. Since we're on AI- How y- y- you've been in this dec- decade n- now, mostly obviously on the transaction coordinating side. AI's evolved, I think it was, was it November of ' 22, I think, w- when, chatGPT was you know, came out and launched or something like that. But how are, how has it changed, I imagine some of the software programs that you guys are using to you know- Yeah ... obviously keep everything organized. and, you know, what are some of the things that maybe you coming down the road? Yeah ...so how are, how have you seen it evolve since it, come about in in your direct business, and where do you see it, obviously- Yeah helping you as you move forward?

[00:21:44] Travis Moore: I think it can be an tool, and even, like, the systems that we use have started it into it for different aspects. but I think at the end of the day, there is still always going to need to be a human touch. Mm. especially these are people's biggest things in their life, you know, buying and selling homes. Sometimes it's for exciting reasons, [00:22:00] sometimes it's not. we can use AI, and we do a lot for, you know, automation of things that can be automated, things that don't need a personal touch. You know, just information being transferred from place to place or, you know, emails being sent out that need to be sent out at a specific time during the transaction. Those kind things can definitely be automated, but there is still always that touch. Yeah. You know, a lot of my agents, they actually do, like, a group text with their customers and, and myself, and that way when they're out showing homes, I can jump in and communicate with the customers when they have questions, things like that. There's stuff like that, that even though AI can answer questions, it's, doesn't know who they are, doesn't know how they like to communicate, doesn't know their situation. Right. doesn't know how to celebrate them in the moments that should be celebrated, and that's something that I think, as transaction coordinators at least, like we still that value of where can be a true partner for you in your business. And, like, if look at my, our reviews on Next Level Agent Support, our Google page, we have, like 330-something reviews I think, right now, and a huge chunk of those are actually from buyers and sellers that had a good experience with us being involved in transaction. know, obviously we have some from agents and- Right from [00:23:00] lenders and title companies. Mm. But a huge chunk of those are buyers and sellers that are like, "You did so great," like, wanna leave you a review." And so we send them a link. Right. and-" a lot of that is just they were like, "They made this so much easier for me because they handled things and-"

[00:23:11] Tracy Hayes: Uh,I would think, so I had on a, a while, I earlier this year, a gentleman who's, he's got program called Listed Kit. I don't know if you've seen it, basically what it does is you can, you, it'll actually work with the seller part too, but it, to simplify what they were is basically the, th- the contract comes in- Mm-hmm and it's, y- you're putting the contract into, this AI AI program. Yeah. It's pulling out all the important stuff, setting the timelines and things that- Yeah that obviously you do. But I would think, and I agree with you. The AI and computers cannot, in reason... Right now no way, 'cause everything is so different, like you said, everyone's reasonings. Yeah. Only thing AI can do is, is do some sort of statistical analyzation. So based on, you know, this person buying it, this person, you know, this is an- Yeah you know, this is, what you should do. it's just taking... It's not that person. Right. [00:24:00] and so you have to take, okay, what they're recommending, and then then I got this person over here, and this person is in this position. It's created this, you hey, these are possible solutions for you, and help you narrow down how to solve it. Yeah. Yeah. But actually, like you said, the personal human has to be in there to understand the actual person they have- Yeah,

[00:24:17] Travis Moore: that you're sending information

[00:24:18] Tracy Hayes: to ... versus

[00:24:19] Travis Moore: what- Yeah

[00:24:19] Tracy Hayes: Yeah. versus the other tens of thousands of people that AI- Mm-hmm has come up with some, solution here. I would imagine from a quality control standpoint, it can be used, again, this, to read the contract just like- Yep a human would, pull out all the important things. is it, obviously you're, checking it pulling out, stuff that maybe we missed?

[00:24:38] Travis Moore: Right.

[00:24:39] Tracy Hayes: You know? That, you know- Yeah ...running it through, it's, oh, remember in the contract they said-

[00:24:43] Travis Moore: Yeah ...

[00:24:43] Tracy Hayes: you know, that, you know? So tho- Yeah ... I, would think from a quality control standpoint it'd be, it would be a- an aid to run-

[00:24:49] Travis Moore: Yeah

[00:24:49] Tracy Hayes: everything everything through it so it knows what's going on. It's kinda like that other person, the eyes over your shoulder type of thing.

[00:24:55] Travis Moore: Yeah. Yeah. Yeah, definitely for quality control. Anything with data, ......it's been- ...it's very helpful. I mean, [00:25:00] it's part of the reason why we can handle what we can handle, you know? why we keep growing, that kinda thing. Yeah. 'Cause it does take a, it takes a workload off of us, but we still have that touch where we can still double check it, make sure that everything's correct. and s- like I said, still have the human interaction. But-

[00:25:13] Tracy Hayes: Yeah ...

[00:25:13] Travis Moore: a lot of times, whatever we're divulging, information we're sharing, we're using AI to pull some of it. Yeah. and it's it's very helpful. It's a huge tool. Well, I, I,

[00:25:20] Tracy Hayes: think it will, in some of those, monotonous tasks that you know, obviously you get a new contract in, you're setting dates and all that other stuff. You get somebody new in the business that AI can be looking, "Hey, I see you got a new contract, but you didn't schedule for this call to go out or when this is gonna happen"- Yeah and that sort of thing. That they'll be checking up on them all the time. Yeah. I obviously structured these questions here. Let's dive a little bit in, into ......this Yeah because I think this will truly bring out in, for the listeners, I want everyone to understand obviously Travis is a very valuable, 5,500 transactions is more than most agents will do their entire career. Probably multiple really good agents will do an entire career. So the, the amount of transactions you saw, the amount of solutions that have [00:26:00] been, created from the problems that every transaction has, big or small, right? Yeah. it is just amazing. But, you started in hotel, oper- you started in hospitality. You've mentioned customer service in our conversation so far. Tell me how that mindset of, you know, in a hospitality business, how you've taken that and you apply it into your transaction coordinating-

[00:26:21] Travis Moore: Yeah, sure ... yeah. So I've worked at a of resorts, a couple of different hotels. I actually used to work at the Casa Monica in St. Augustine. And, through all of those experiences, the biggest thing that was kind of- solidified in my head was that your whole job is delivering an experience. You're not here to do a job, you're not here to do a task, you're here to facilitate an experience. I like that. So you are, and we actually tell this to a lot of the agents when I go out to offices and do trainings, it's like you are the pilot, and everyone involved in the transaction is on your plane. You're in charge of delivering everyone to where they're supposed to be, which a happy closing. and throughout the entire process, that is all our focus is. So, like, a lot of our key triggers and our email [00:27:00] templates, those things are written the way they are to deliver an experience. even just as simple as our intro emails, they're fun. They're not just like your normal, "Here's all your data thrown you." And title companies, lenders, buyers, they all respond. They're like, "Oh, that was so cute," because we just have a theme that goes along with everything. The whole transaction is as if you're on a flight. So y- each time you check in, it's like, "Okay, we're at this altitude. we haven't experienced any, you know, rocky weather this-" Mm ...and stuff like that. And it's because you're delivering an experience, and that's what I learned from being in hotels and hospitality, is that these customers are coming to you, they're a lot of money, so the money they've probably ever spent in their life, and for that, they should be delivered an experience, something that will remember, something that they enjoy. the biggest thing for our agents is, like, they have a positive, memorable experience, they're going to become your for life, and we wanna help that happen. obviously, the agents deliver their experience from the showings and first meeting them and getting to meet them in person, and then we fill in the blanks behind the scenes with everything else.

[00:27:55] Tracy Hayes: Yes.

[00:27:55] Travis Moore: and that's, that's honestly the biggest thing I brought from hospitality was that you're [00:28:00] not-- You know, even when I was working as a front desk worker, I was a n- general manager a hotel, I was a front desk supervisor, a customer relations director. All those roles, all I was doing was delivering experiences to people that I would never even meet most of the time, and that's what happens now, too. You know, most our stuff is done through emailing nowadays. Yeah. And it's like, but you're still able de-deliver an experience through a virtual way. Yeah. and it's something that they will remember. At the end of it, they're "Wow, that was, that was great." So that's, that's really what I brought from hospitality.

[00:28:26] Tracy Hayes: That is-- you, know, y- y- if you worked for Disney World, that would be the answer, I, that anyone would expect. Right. And way you just delivered that, I think obviously we, you c- w- you know, I'm gonna give you the raw footage and you can cut that out and put that on your- ... on your, website. and I, I have been describing it for years to the, the agents that, in our discussions of what makes a successful agent, and a of them is their focus on who's in front of them at that moment time. Because I always use the analogy, you know, that's gonna be your billboard. That's that person that's going to, whenever someone drives by talking about [00:29:00] real estate, they're gonna be talking about you. It's, It's, an aver- you, you, they become your walking advertisers, your, your billboards that are out there. Yeah. And the, I never use the word experience like that, but that is really what it- Oh, yeah ... you, you're 100% there, on 'Cause the other point is I find a lot of the top agents, and again, I was asked this in an interview recently, you know, are, what are some things that, you know, the best agents have sort of in common? And it's, it's delivering, I call it the, a wow experience. Yeah. Doing something that the buyer or seller, their clients, did expect them to do- Yeah ...at all. And then when they did it, they, I was like, "Oh my God." You know, I, I think it was an agent, who put a, she put a reel out, and I commented on it. I said, "That, that's why you're gonna be a great agent," is s- I forget if it was a buyer or seller, asked her, " said, I see you on social all the time, and you were, you were cleaning this, you're doing that." She goes, " Does that cost extra?" And she was delivering an experience.

[00:29:58] Travis Moore: Mm-hmm.

[00:29:58] Tracy Hayes: And like you at the [00:30:00] hotel.

[00:30:00] Travis Moore: Yeah

[00:30:01] Tracy Hayes: Throwing extra towels, comping something that-

[00:30:04] Travis Moore: Yeah ...

[00:30:04] Tracy Hayes: it's already, you know, it's already there. Yeah. it's it's in your, it's your purview to give them that wow. Yeah. They didn't expect, that whatever little service. Yeah. So the, ex- that is so on it, the experience. And if I think if the, more agents thought about it, what is experience they're delivering? Yeah. Are they delivering that Disney World type, you uh, experience that you would expect- Right ... Disney to Now, obviously you're not gonna have characters all around the place. the place. But are you doing stuff that's ma- making that 30, 45 days, whatever is- Right ...memorable so they don't forget you? and then they're, and they're looking to see your social media to see, see you that for other people.

[00:30:45] Travis Moore: Yeah.

[00:30:45] Tracy Hayes: Yeah. delivering the experience, that is, that is so awesome.

[00:30:48] Travis Moore: If, if they enjoyed what, their time with you, they're more likely to tell their friends and family it.

[00:30:53] Tracy Hayes: Yeah.

[00:30:53] Travis Moore: same with the agents. Like, our agents refer us other people because they enjoy working with us. I've a lot of people that have come to us, [00:31:00] and they're like, "You know, I've had a coordinator years ago or whatever, but it always just, like, transactional. you. know?" Mm. they they did their thing, and did what they were supposed to, and there's nothing wrong with that. But we want to collaborate with you. We want to with you. We want to be, you know, your resource." And that's our little tagline. Literally says, "Taking your experience the next level." Yeah. That's we came up with the name Next Level Agent Support.

[00:31:18] Tracy Hayes: Yeah.

[00:31:18] Travis Moore: And that's our goal every day. Every day we show up, that's what we wanna do.

[00:31:21] Tracy Hayes: Spot on. I mean, uh, th- that's That just hits... I mean, that, that's a s- that is awesome. That is really, you ought a, you, you pro- I think what, we talking about the AI. N- I would actually a- almost put it into a, You could put, 5,500 transactions. You could write book. there's a... I mean, if you literally go back and try to recall a, a lot of stories- Oh, yeah ... that you have in there, but then how you delivered that experience to those transactions, that, I think that would be book. You'd probably be on a speaking

[00:31:50] Travis Moore: tour. Yeah.

[00:31:50] Tracy Hayes: Yeah. No, 'cause I think no has ever put it in that frame of delivering the ex- although they, they, I think they kinda meant it, [00:32:00] but really that mindset of delivering that experience of, you know, doing something, doing things that gonna wow them, being different. And obviously, like you said, your first email out, try to be light-hearted, a little friendly, and- Yeah ... you I always, I think the most, you remember people who create emotion. Mm. It be a laughter. Yeah. You create... And people who tick you off. Yeah. You remember that, too. you sad situations, 'cause an emotional comes out, and I think it triggers a thing in your memory, in your brain. Oh, yeah. Absolutely. And, yeah. when agent hears transaction coordinator, w- what they picture? How far off is that from you actually deliver? Oh,

[00:32:37] Travis Moore: yeah. '

[00:32:37] Tracy Hayes: Cause you're making these phone calls every day.

[00:32:39] Travis Moore: yeah.

[00:32:39] Tracy Hayes: Yeah.

[00:32:39] Travis Moore: Yeah. So lot of people assume that we're just someone- Who sure that you don't miss your deadlines. We check off boxes, and then basically it. We do some paperwork for you, kind of A of think about it more as an admin, but a true transaction coordinator is to be a least the next level- Yes, exactly ... transaction coordinator. Yeah, next level transaction coordinator is going to be someone [00:33:00] who is truly your partner. They're to evaluate the issues that arise during the transaction. They're gonna give feedback. They're going to offer solutions, and, you know, the biggest misconception that people think of is like, " Oh, I still have to do everything, but you're just there to kinda make sure it happens." Like no, for most of my agents, I had an agent me last Friday night, and he goes, "I'm really sorry to call you after hours, but I just wanted to tell you I am so thankful that, we're working together." He's like, "I have never been to unplug from the day-to-day, like, operations of my business to where I focus on my sales." And he goes, " Honestly, I check in with you, you know, once every couple of days, and everything's done. Everything's handled." And that's how a true transaction coordinator should really be operating. It's like, I'm here handle all these behind the scenes. You're copied on everything. I'll shoot you updates I I have new information. I even, for a lot of my agents, I give them the information separately, and I say, "Here, do you wanna tell the buyers about this?" ' 'Cause they, what some people run into or they think of is like, "Oh, if the transaction coordinator does everything, my buyer's gonna forget about me because I, they don't, I don't [00:34:00] wanna disappear for the 30 days we're under contract." Right.

[00:34:01] Tracy Hayes: Right.

[00:34:02] Travis Moore: And so a lot of times, I lay those out to my agents, and I'm like, "Okay, hey, we just got this information. Do you wanna let your buyer or seller know? And then you just let me know when to send the paperwork," type thing.

[00:34:11] Tracy Hayes: Mm-hmm.

[00:34:12] Travis Moore: because you, they, you want the agent to still involved. Yeah. So you want them to still be there to celebrate things. You want them to be there to deliver important information, but you can still be the person behind the scenes who's actually doing it all.

[00:34:21] Tracy Hayes: Right.

[00:34:21] Travis Moore: and that's why I think a of people get nervous about the transaction coordinator. Well, that,

[00:34:25] Tracy Hayes: goes back to your experience- you're giving the agent an experience too. Mm-hmm. And the agent's experience is that you, you are on their team, and then when it's time to shine, you're letting them go on the field and, and shine. You're handling, you know, the equipment room and- Yeah ...you know, and, and, making sure they look good and they're out there, 'cause that, and that's how, obviously, you're gonna win, agents, and agents are looking good in front of their-

[00:34:49] Travis Moore: Yeah

[00:34:49] Tracy Hayes: clients.

[00:34:50] Travis Moore: Yeah. Yeah. Exactly. Yeah. And, and they want to be part of those things, you know? Yeah. They wanna be a part of that. the biggest thing, though, is they need more time, and they can't be a part of every single little detail all of the time, [00:35:00] whether that's because they want to build their own business more, or it's because they have children that have soccer, football. Right. You know, they have family things. or it's some some of my agents, I feel like it's just because they wanna win some of their back, their time for them to, like, go to the gym or have a normal schedule. and that's what we are offering. You know, will handle everything so it's all so that way by the time you're done doing your showings, you get home at 5:00, you used to pull out your laptop and then catch up all the paperwork- Mm-hmm And everything else. And now you might be reading a quick text message to see what happened for the day, and you're done. You're not having to sit there- Right ... for the evening.

[00:35:30] Tracy Hayes: Well, I think a, a lot of people undervalue the, decompression time.

[00:35:34] Travis Moore: Mm-hmm.

[00:35:35] Tracy Hayes: And the time to actually stop and let all the things that did happen catch up in your mind.

[00:35:41] Travis Moore: Yeah.

[00:35:41] Tracy Hayes: And therefore, when, in the, you know exactly what you need to do the next day. You know, obviously, you, people talk about time blocking and planning out and all that kind of stuff. The time blocking, the time, you know, to meditate, whatever it is, but that's just allow your, your brain to catch up on, you know, and reflect on what just happened. Yeah. [00:36:00] And maybe there was a where, you know what? I could've done that better. But if you never have time to actually reflect back on it- Mm ... you can never get better.

[00:36:07] Travis Moore: Right.

[00:36:07] Tracy Hayes: You know? Yeah. Yeah. what's a deal, a client situation, that you've had recently, that stays with you? I call this, the listeners, I call this the cocktail or barbecue, 'cause everyone's like, "Hey, what's going on?" "Oh, yeah, great." And everyone always- Yeah ... has that story to tell, as you were talking about referral, you to tell about what their agent did great. Yeah. what's a, situation you got, you had recently, that maybe was going sideways, and what did you and bring it back in?

[00:36:30] Travis Moore: Yeah. we had one recently. I'm going back to HOAs. They've been the bane of my existence lately. And, we had one recently, where the agents were getting kind of fiery. they're very, passionate, trying to get their point across, and it was all through email. And, it was something that was actually, it was a deadline issue with contract, so it was a big deal. You know, you could fall out of contract, people can lose their binder, those kind of things. Mm-hmm. And, there was just some misunderstandings on both sides. And what we ended up doing is I got on a call with the other agent that was on the other side. And, you know, via email [00:37:00] originally, I was " like, "Wow, she's fiery. Wow, that person, like that, they're getting fired up over there."

[00:37:03] Tracy Hayes: Keyboard badass.

[00:37:04] Travis Moore: yeah. yeah. but rightfully so, because they were correct. So that, I give them full, full kudos for that. Mm. They stood for what they believed in, and it was correct. but we got on a phone call. We talked through so that I understood where were coming from with their customer. We talked through where my was at and, you know, misunderstandings or anything like that. And we had maybe a 10, 15-minute phone call, and by the end of it, we were both, like, laughing. They apologized, like, "I get fired up sometimes." " Mm-hmm. "I'm " just, you know, I'm acting on of my customer." And was like, "I totally understand that, and, you know, you are correct." And we acknowledged each other. And little things like that probably happen, like, once a week for me. And this one, though, it, it sticks with me just because the other agent was so up. What was

[00:37:43] Tracy Hayes: the HOA problem?

[00:37:45] Travis Moore: basically, weren't getting the right information. You know, HOAs change, they change companies all the time. the time. They change company, yes. all of sudden you've got five different contacts and you don't know who it is, but you have a timeline in your contract- Mm-hmm of when you need get certain things answered, certain things filled out. Sometimes there's an process that has to happen.

[00:37:59] Tracy Hayes: Mm-hmm.

[00:37:59] Travis Moore: And [00:38:00] so we were running out of time. And, everyone was kind of fired up it, 'cause everyone was like, "Well, I'm asking questions and not getting any answers." Mm-hmm. And the answers being provided were wrong. And so finally, it took probably after that phone call- ironed things out, and then everyone had a clear direction forward, which was the biggest thing. Mm-hmm. And, by the end of it, our customer got all the questions they needed answered, they got the right contacts they needed. The other side got their documentation that they needed. They got the follow-up that they needed from us to know that our buyer was still moving forward. 'Cause that was the big thing is it seemed like the buyer gonna move forward, but they were. Mm-hmm. And, so people get real fired up during that beginning, especially during that inspection period when you're trying to get everything ironed out. And, just being able to have the conversation with the other side and say, Hey, no, no, no, Our, our buyer's still here. They still want to be part of it, but we need things from you to make that happen." Yeah. And, they did. they found the information, they delivered it in a timely manner. And, stuff like that, a lot of times the issues run during the during the due diligence of trying to find the information. You know, I've had issues where people are fighting over repairs, and then sometimes you just look at it and you're like, "I [00:39:00] understand you want 37 things done for this house that's been lived in for 30 years- but this is where we're at." Mm. And sometimes it's, you know, even I'll call a buyer, if I'm working with a buyer's agent and ironing out. I've had one where I to sit on the phone for minutes, and went through line item, and we came up with a quick estimate of like, how much would take for you, or is this something that could be done? Like, you could move into the house and live it with this, right?

[00:39:19] Tracy Hayes: Mm-hmm.

[00:39:20] Travis Moore: And it's like, when think about the house you live in currently, does it have those items? You were doing some of the

[00:39:23] Tracy Hayes: agent's job

[00:39:23] Travis Moore: there, in that case. Yeah, Yeah. Yeah, exactly. We're happy to jump in. know, I keep my... I have a full real estate license, and I keep it active- Mm ... for reason.

[00:39:29] Tracy Hayes: Mm-hmm.

[00:39:30] Travis Moore: And, sometimes it's just navigating through a stressful situation. The buyer sees this big, long list- Yeah ... and they some help kind of understanding it, and being like, "Oh, wait. You're right. A handyman could do that after closing. I could do that a couple months." That kind of

[00:39:42] Tracy Hayes: thing. so you're bringing in a strength that, you know, if you if talk to the inspectors, you talk to the agents, the inspectors are actually hiring not necessarily people who are super experienced in in housing. Of course. They're training them on that. Yeah. It's the customer service skills that they're giving to [00:40:00] say, "Yeah, these are these problems, but, you know, this is really only, you know, a few minutes, so hand- any handyman can do it, you know? Yeah. because obviously, yeah, that, the inspection report be the, you know, big stressor until someone comes in and says, "Okay." You know.

[00:40:15] Travis Moore: Yeah.

[00:40:15] Tracy Hayes: You know. And agents are good at it, some agents are not. Some inspectors are good it, some are not. So to iron that out and have, someone, like you said, obviously taking the, the reins of it-

[00:40:24] Travis Moore: Yeah

[00:40:25] Tracy Hayes: and getting it through. And

[00:40:25] Travis Moore: some our agents are almost brand new. I mean- Yeah ... some of the agents that I have, they come to us because they need someone to help guide them through the process. Yeah. So though, a lot of times what they'll do is they'll watch me do it, and then on the next one they'll take lead. Mm-hmm. So, yeah.

[00:40:36] Tracy Hayes: who actually needs a transaction coordinator, and why is only top producers need one- Oh ...costing mid-level agents money? Which kind of leads a little bit, said you got some new agents- Yeah that you're working with.

[00:40:47] Travis Moore: So I, love that question. And, honestly Any agent could use a transaction coordinator. It depends on what your goal is. Mm-hmm. Is your goal that you need more time for your family, or you need more time you have another business venture going? some of [00:41:00] my agents, they have two businesses. they're an entrepreneur at heart, and they just, they're like, "Oh, like to a business. I build it up, and then I move on to the next one. But I still do real estate." And the estate funds that business. And so a lot of my agents that are doing that, it's because they need someone to keep everything moving along while they're still doing this other over here on the side.

[00:41:16] Tracy Hayes: Cause again, at 30,000 feet, and most salespeople are. Yeah. They're not detail-oriented. Exactly. To have someone detail-oriented makes them really look good.

[00:41:23] Travis Moore: Yeah. So it's, it's full range, 'cause you do have-- I have those producers, those people that are consistently sending me anywhere between five and nine pending at a time. and then I have some that are the part-time agents, that they have a full-time career they've had a long time, but they love real estate. They have a lot of friends and that buy in it, so they sell one or two houses every other month or something like that. Mm-hmm. and then I have those middle range agents that are like, "Hey, I always have, you know, two pending at all times, but I'm trying to build my business up. I'm, been in the business a year, or two years, and I wanna make that I have time to keep prospecting and keep meeting new clients and showing the houses." so it's really anyone can use a transaction coordinator. I have some agents that send three deals a year, [00:42:00] and then I have some agents who send me 20 to 30 deals a year.

[00:42:02] Tracy Hayes: Right.

[00:42:03] Travis Moore: And that's what I love about it, and that's why I say, like, when I got up to that pending of, you know, 80 pending, AI is listening to us. so when I got up to that 80 pending, it's because things aligned, and of those agents that I only get one or two deals a year from sent those two deals. And, that's why it's really great that you can pivot, you have the right team in place, and that's the same for an agent.

[00:42:21] Tracy Hayes: Yeah.

[00:42:21] Travis Moore: You might only be selling two, three houses every couple of months, but at some point you might end up at five or six. I've had a few agents that's happened to, they're like, "Oh my gosh, I can't function now." And, that's when you- a transaction coordinator is good to already have in your back pocket.

[00:42:34] Tracy Hayes: Yeah.

[00:42:34] Travis Moore: Because they're already familiar with your systems. They understand how you communicate. They know all of the details about your vendors and your partners. And so I don't think-- Someone that's like, "Well, I only ever have one pending at a time." That's okay. It's worth the investment so that eventually you will have more than one pending. Yeah. That's most people's goal. Yeah. even if it's not your goal, you might have things that you're doing in your life that you would like to be able to have that flexibility and not be tied down to a transaction. Well,

[00:42:55] Tracy Hayes: you know, to talk about someone who's, not a big producer, the one or two, you know, one a [00:43:00] month, whatever, sometimes y- if you ever had it. I mean, you, you know, if doing it part-time, especially if you're working somewhere else, during the day you might be some- You're handling that during the day. Yeah. Mm-hmm. That when they do c- come home, they've got an update from you, or you're doing a quick call at lunchtime- Yeah ... saying, "Hey, this is where this transaction is." And they can go on doing what their day job- Yeah ... and be doing it part-time. Yeah. And you're not doing a lot of transactions, you, you, again, you don't solve a lot of problems- Yeah so you don't necessarily have a lot of solutions. you see a lot of things. Yeah. And your day job might be, you know, having you have a short fuse, which could cause you to really not be good- Yeah ... at at the real estate part by the time you get to it. Yeah. That you're doing all that, that,

Exactly that stuff for them. That, that's a, actually a great- you know, to put out there for listeners, even if you are doing a couple trans- but it's, an agent who's doing a couple transactions, a month right now is actually- Yeah you know, you're, I don't know, you're probably, you're at least in the top, probably 10%. Mm-hmm. So, but even that, you know, who's might be only doing, you half a dozen a year. Mm-hmm ...still, to have you handle all [00:44:00] that stuff makes them look good, and it- Yeah and, you, they're not going, "Man, how did do that?" And they're calling somebody, "How do we do this? Do know someone who could do this?" you're doing so many You've dealt with it before, transactions. yeah. And you're handling it for them, and they can go about their day job. All right, we were just talking about the, your problem with the HOA. The, I would imagine, you know, condos is another thing where obviously extra paperwork's needed for lending- Oh, yeah all kinda stuff. How have Florida's HOA and condo compliance affected what you track inside the transaction file?

[00:44:28] Travis Moore: yeah.

[00:44:29] Tracy Hayes: Yeah.

[00:44:29] Travis Moore: So we now have extra deadlines to make sure we get the paperwork back. We have to make sure paperwork gets reviewed. a of the condos now have an application process that you have to through as well. it adds a little bit of extra work, but it's, we make it part of our process every single time- Mm-hmm ... so it's an issue. you know, honestly, sometimes these condos have pages pages of documents you gotta track down. Who knows who has the most up-to-date copy. Um, aa lot of my- Inside. Yeah. Yeah. Mm-hmm. A lot of my job, even, ' cause we also do listing coordination, so when we're listing a condo, my job is, like, contact the association, make sure we have the right paperwork, making sure that we have the right [00:45:00] 'cause sometimes these people are investors. They don't know what they pay for, month for their fees or per year.

[00:45:03] Tracy Hayes: Yeah.

[00:45:04] Travis Moore: And so we're to make sure we get all the right information to then disclose the MLS and that kinda thing. Yeah. So that's a huge thing for the agents is like, you don't have to spend time doing any of that.

[00:45:12] Tracy Hayes: Yeah.

[00:45:12] Travis Moore: Like, we will help do all of that. all of that.

[00:45:13] Tracy Hayes: Well, y- you know, what makes a, a bad condo deal go bad is, well, A, we, we, talked about it before this show is having a lender who really doesn't wanna condos in Florida.

[00:45:22] Travis Moore: yeah.

[00:45:22] Tracy Hayes: yeah. Or they find something at the hour, that ...they don't- Yeah, as well about it, about the association, that kind of thing, and that information up front, and the fact that doing so many transactions, and I'm obviously, you go back and say, "Oh, you know, what have I done in that community?" Mm-hmm. And obviously, if you did one last month, lot of times the lender will tell you, " Hey, that, those paperwork's less than days old. We'll take- Yeah ... those condo docs." And they can have a decision made within day or so versus, you know- Yeah ... three weeks into the transaction, finally get the paperwork from the condo association, and they're like, "Ooh, hold on a sec. No, we can't do this deal." Now you- Yeah ... you have everyone scrambling.

[00:45:56] Travis Moore: Right.

[00:45:57] Tracy Hayes: So working with Travis and his team to [00:46:00] you know, they've got those documents, especially if they've worked in that before. And if I

[00:46:02] Travis Moore: haven't sold it, someone else on my team probably has. has. Yeah. You know, we sell- Yeah ... that, similar properties all the time, and we always have that resource to be able to go back and look and be like, "Oh, was the lender that closed that one?" Or, "Who was the HOA contact at that time?" Mm-hmm. So that's, that is really helpful, Yeah .........being- to do that.

[00:46:15] Tracy Hayes: Yep. yeah, sometimes chasing down some of these condo management teams is, yeah, especially if they're, if they're self-managed, know- ...where someone on the is actually technically the manager or so- Yeah some way, and you're trying to contact that person. Well, that person has a day job and a life. job is 9:00 to 5:00. They're on vacation. Man- yeah. They're not managing, that file.

[00:46:31] Travis Moore: Yeah.

[00:46:32] Tracy Hayes: we talked about AI already. An agent looks at your fee and says, "I can't afford to give up that part of my commission." what do you tell them?

[00:46:41] Travis Moore: Yeah.

[00:46:41] Tracy Hayes: And, I think this question is great to in a little bit what we were talking about before, which was one of the goals, is- Yeah ...to explain your customization- Yeah of, you know, and and if you give some examples of, you know, "Yeah, I've got agent A and they only want us to do this, but I agent B who wants us to do the whole-

[00:46:57] Travis Moore: Yeah

[00:46:58] Tracy Hayes: premium package."

[00:46:58] Travis Moore: So yeah, we, [00:47:00] our goal is to meet with you, talk about you need in your business, what's gonna be required by broker, compliance, those kind of things. Mm-hmm. And then build out something that works for our partnership. because every brokerage is different. Every agent is different. You know, there are some agents require additional things. You know, I have some agents have me literally do every single task throughout entire process. I'm

[00:47:19] Tracy Hayes: just gonna take that shadow Yeah .........off your face. There we go.

[00:47:22] Travis Moore: Then I have, then I have other agents that are a little more involved. Mm-hmm. They're a little more detail-oriented. They're like "You know, I like to control this part of it." so having that meeting upfront and talking about what's needed is really important, 'cause then we can build things out specifically for what is needed for that agent or that brokerage- Yeah ... ...if we're teaming with a brokerage. and my kind of response to, oh, that fee, like losing that out of my commission, I already have my... You know, some people have their brokerage split, their team split, they have pay a referral fee, that kind of thing.

[00:47:47] Tracy Hayes: Mm-hmm.

[00:47:47] Travis Moore: from my experience with what my agents given back to me is that it's well worth the fee. we are not the highest price. We are actually very affordable, and we are someone that delivers on that price. So whatever we agree of what [00:48:00] we're doing, we're doing it. And what most of my agents have said they've seen is like, "You free up my time so I can go out there and get more customers. I have more closings now that I've got a transaction coordinator." and it, it washes out in end because now you've got more sales under your belt, so you've got more commission coming in anyways. Yeah. And the other side of it is, even if it's not a monetary, you know, dollar dollar, like, "Oh, I spent this much on transaction coordinator, but I didn't get that much an additional transaction," I did, however, not have to work until 9:00 PM at night. Mm-hmm. I was able to go home, have fam- have dinner with my family. Right. I was able to go spend time with friends, go to a movie, you know. a lot of the agents, see that return as well, which, you know, your time is worth way

[00:48:38] Tracy Hayes: more. it's so hard to... I, I understand completely, 'cause, you obviously my, my wife's an agent. I've been in this business 20 years. I, I've you know, all these things go on. and you really don't know. it's, like that saying, you know, does a tree that falls in the woods, no one's there to hear it fall, does it make a noise, right? Mm-hmm. Right? And you don't know truly, ultimately, what you may save [00:49:00] until the transaction's over. And it may be you're running around physically having to drive a bunch of places to try to pin people down when could, you and your team are- Yeah ... are on the phones or emails or whatever- Yeah ... and doing that tracking. And like you said, the hours that's, you spend in front of, you know, where you, you could've gone To your kid's event who you, of your presence and everyone knows you're a real estate agent, maybe someone stalks you, you know- Yeah "Oh, you what? I'm- we're looking to do..." Because you didn't go there or you didn't spend much time there- Mm-hmm ...or be in the moment there- Right ......you have missed out on a transaction, that's how real estate's done. Yeah. I mean, is being in these places and, you know, able to go to, go to the NEFAR training or go to, you know, maybe a, a lender's having a, a networking thing or, you you know, all the different, obviously educational that are provided. Mm-hmm. You're skipping those 'cause you're sitting in front of the- trying to emails and all this other stuff- Yeah Yeah ... when you could be coming, sharpening your sword, while-

[00:49:55] Travis Moore: Or you're at the event and you're on your phone the whole time- Yeah ... because something's blowing up. Yeah.

[00:49:58] Tracy Hayes: Yeah, exactly. Exactly.

[00:49:59] Travis Moore: I've actually [00:50:00] had a couple agents that are new to me this year, and they have never had a transaction coordinator before, and one of them, called me after went on a vacation, and I said, "All right, I got it. Go have fun and enjoy- Mm ...your family." Mm. And, he, called me because he said that his wife wanted to say thank you. Because she he, she told him, she goes, "Honey, this is first vacation that you have ever taken with us where you haven't been on your phone."

[00:50:20] Tracy Hayes: Right.

[00:50:20] Travis Moore: And was because I handled everything behind the scenes. Right. So, like, I handled whenever anything came in from his customers, from the lender, from the title company, the agent on the other side, like it was already just done. and so he took, I think it was like a Thursday a Tuesday or something like that, and he able to unplug-

[00:50:34] Tracy Hayes: Mm-hmm ...

[00:50:34] Travis Moore: and be with his family.

[00:50:34] Tracy Hayes: Well, you so many agents want to, um, team up with another agent, which is great. Mm-hmm. But it doesn't necessarily, you know, and a lot of people don't know how we work out, what's gonna do, and, and of them don't, You know, have that, you know, what comes around goes around type of thing, you know, there's gonna be time you're gonna need a vacation- ...and I gotta cover for you. I need a vacation, you're gonna cover for me. You know, there's some people who that just is an open flow. They're just like that. Other people are a little more, "Well, I'm g- You're [00:51:00] taking a vacation now, but I don't... are you really gonna cover for me when I take a vacation?" Yeah. And the fact that you include, you, that's part of your package. Yeah. That's part of th- someone being, you know- That's my way true being on your team, being a member of, of, of Next Level, as a client, that they've got that, and you, they don't have to worry about it 'cause, you know, technically they've hired you, and that's part of the, the package that you deliver.

[00:51:21] Travis Moore: Mm-hmm.

[00:51:21] Tracy Hayes: Yeah. Yeah. Yeah. that right there, could be priceless to to a lot of people- Yeah right there when you think about it. So you're thinking, "Well, I'm paying X amount of dollars for my transaction," but you know what? A little bit is going in it 'cause in, in December, when you take that last week of the year off- Mm-hmm Travis and his team are still handling the transactions that you got going on. Yeah. And so what would you pay for that?

[00:51:39] Travis Moore: Right.

[00:51:40] Tracy Hayes: Right? Yeah. You know, would you pay $1,000 to have someone cover you for the- ' Right ... cause some of them probably would. Yeah. You know, yeah, if you take my phone calls, and you, hey, make sure the inspection's gonna happen and all that kind whatever- Yeah you know, the, the, things you're coordinating, I'll pay $1,000 for that." Well, think about that. that $1,000 off all those other transactions. Right. That's what Travis just did for you. Mm-hmm. Yeah. what does trust building [00:52:00] look like between you and an agent considering you for the very first time?

[00:52:03] Travis Moore: Yeah. So it's always kind of fun the first transaction or two-

[00:52:07] Tracy Hayes: Mm-hmm ...

[00:52:08] Travis Moore: because we are building trust. n- if they haven't worked with me before in a past capacity, it's honestly Most the trust building, I feel, is when you've delivered on the things you said you going to. So that initial phone call where we did that consultation and I told you, Here's world, I'm giving it to you," I deliver that world. That's the building the trust. the other part of building the trust, I think, is when you go above beyond. So a lot of my agents are surprised by some of the stuff that do. " Like, Oh, you made phone call? You did that? got on the phone with the other agent?" Like, my past transaction coordinator never made phone calls. We only did things via text message. We never, like, did that. And I was like, "Oh, it's just easier. I just called them, just talked to them on the phone." or, you know, with the HOAs and think calling and get tr- tracking down information, doing the things that the agents normally have had to do- Mm-hmm that they didn't expect from a transaction coordinator, is what really builds the trust. They start to realize, and I see a huge difference from the first two transactions to, like, [00:53:00] transaction 10, 11, 12, 15. The agents are a little bit more removed, which is fine, 'cause I that. They are doing what they need to doing to keep their business running. They are not as involved in all the small day-to-day things. and I feel them releasing more of the control me- Yeah which is nice. that's where I see that the trust has been built, because they start feeling more comfortable allowing me to make certain phone calls and like that.

[00:53:21] Tracy Hayes: it's a big leap. I see it in my world when, when a loan officer just working with a processor, sort of the same type of thing. My, The processors, again, are dealing with volume. They're dealing with a lot more transactions ' cause they're handling several loan officers- Yeah ... whatever their volume capability is, just like a transaction coordinator. And I openly, just having been in the business long enough, I put full trust in them. I said, "You call me when need me, otherwise I assume you have everything taken care of." Yeah. You know, and you're out the emails when you, you're not, if some- they're not responding, call me and then I'll make the phone call. But I openly, where I'm... A lot of people don't have it. They wanna [00:54:00] micromanage their files.

[00:54:01] Travis Moore: Yeah.

[00:54:01] Tracy Hayes: And because they don't trust someone. So to see that go from, you know, I imagine you probably have, you probably have story of someone who was really, like, really tight- Yeah ... and now they just loosen up, and was like, "Yeah, Travis, just run with it."

[00:54:14] Travis Moore: yeah. Yeah. I have the agent that called me on Friday was one of those. in the very that agent was someone who checked in after everything, always said, "Hey, did this get sent? Did that get sent? Is this being done?" And over time, we've been working together, gosh, I think a over a year now, year and a half. he was, like, one of my first. And over time it's, like, less and less of those follow-up texts. Every once in a while, I'll get, like, an end of the day text, just, " Hey, can you tell me what happened today?" And I'm like- ..." Yeah. ...Yeah, sure, Here we go." Mm-hmm. but other than it's not him micromanaging me anymore, it's just him staying in the loop, sure that he saw everything.

[00:54:42] Tracy Hayes: Right.

[00:54:42] Travis Moore: and that's been... I have a few agents that are like that, where the progression has been where they're checking in a lot less because they just know that it's handled, and they don't have to spend their Yep ... babysitting me, you know? Yep. in beginning when they're new and they haven't had one before, they, like... Or if they've had a negative experience with another admin or transaction coordinator, they like to babysit. [00:55:00] And, as they get more comfortable, you notice immediately because they're like, "Oh, you this." You or it'll be as simple as when we first started working together, they send me exact verbiage that they want specifically written for any addendum. And then after, you know, I've written five, 10 addendums for them- ... like, "You know how to do this. Like, I don't have, I'm just gonna tell you- Right we need this." And then you do it.

[00:55:17] Tracy Hayes: Yeah.

[00:55:17] Travis Moore: and they're like, "Honestly, write it better than I would've written it." So you've written it enough now that you know what's supposed to be on there.

[00:55:21] Tracy Hayes: Yeah.

[00:55:21] Travis Moore: And, that's the, the progression.

[00:55:24] Tracy Hayes: That's when I really see it. Well, again, 5,500 transactions, you've done a lot of, and a lot of addendums. You've seen ones that were written poorly and ones that, you know, the attorney had to look at, and all, know, all that type of stuff. I've seen the ones

[00:55:33] Travis Moore: that have bitten us in the butt.

[00:55:34] Tracy Hayes: Yeah. Ex- ex- exactly. yeah. And, that is priceless when it when it comes down to it because, again, you're hand- that agent that might have taken three days to try to out how to write that- ' cause ' unique situation- Yeah ... for that special addendum, you, know, is, you've seen it. and if there was a question, you, you probably have a attorney title, someone- Mm-hmm. Oh, yeah .........you're calling just to double-check. But you've it enough times- Yeah ... you know it smells, or it's good and let, you or write it this [00:56:00] way and it's... We don't need an attorney to at it 'cause- Yeah we don't, nothing's- We know nothing- We know it's

[00:56:03] Travis Moore: worked before.

[00:56:03] Tracy Hayes: yeah. yeah. that I think is probably, would you say the trust is probably one of the biggest reasons people aren't entering into using a transaction

[00:56:13] Travis Moore: Yeah, 'cause they don't have that yet.

[00:56:14] Tracy Hayes: Yeah.

[00:56:14] Travis Moore: Yeah. Yeah. Yeah. Most people have little bit of fear on if they can somebody, 'cause I mean, it's their business. They built it from the ground up. Mm-hmm. You know, any real estate agent knows you started, and then started meeting people, and you've built everything. So everything that you have is because of you, and trust yourself, but it's hard to trust somebody else- to come into that fold. And, a lot of my agents I feel like have, in the they're a little nervous. I even have some that they have one or two transactions with me, then they're like, "I don't know yet. I don't know." 'Cause it does a little while to build that trust. then all of a sudden they do one by themselves, and then they come back and they're like, "I'm sorry. I shouldn't have done that. Can you please help me?" me?" And, uh, because they're like, "Well, maybe I can still do it." And they're, "Wait, I realized that person did all these things for me. They did all this extra stuff." And, so I've had a few that came back around like that. Mm-hmm. And yeah, the is the biggest thing. People are, scared if they can trust you or not.

[00:56:59] Tracy Hayes: Yeah.

[00:56:59] Travis Moore: [00:57:00] And that's why It, takes time. You gotta give it a shot.

[00:57:01] Tracy Hayes: Yeah, yeah. well, i- it's like any, any service, you've gotta, you know, you've gotta poke around, obviously to other agents- that are- Yeah ... that are using it. And I, And I think when it comes, sometimes it, it gets down to transaction. Some of the agents don't trust other agent when the other agent says, "Oh yeah, use so and so."

[00:57:16] Travis Moore: Yeah.

[00:57:17] Tracy Hayes: They really already trust the agent, so they don't necessarily trust the-- Right. Yeah. 'Cause there are people who really did not have this any great transac- but will refer that person they're using just to say that they're using the best person when really- Yeah they know they're not.

[00:57:30] Travis Moore: yeah.

[00:57:30] Tracy Hayes: Yeah. Yeah. they used the cheapest guy. Mm-hmm. So how does offer writing fit into your services, and how does it work under agent direction and broker supervision in Florida?

[00:57:42] Travis Moore: Oh, yeah. So we will assist with offer, writing offers for our agents. we don't do it for every offer for every agent. It's basically like we kinda talk about what they need in their business, how they need the help. I have a couple agents that I basically do help them out with every offer, and then I have other ones where it's only when they're in a bind, you know, when they are out showing a bunch of houses, and they're like, "But need to write an offer on house [00:58:00] number three, we still have to see four, five, and six." Mm-hmm. And we need " to get the offer in today 'cause there's multiple offers" Right ......that kinda thing.

[00:58:04] Tracy Hayes: So getting a head start for them.

[00:58:05] Travis Moore: Getting it going. Yeah, Exactly. Mm-hmm. And, so whenever we talk about writing offers for someone, we kinda a consultation upfront of like, okay, what's by your broker. some brokers require things to be written differently, especially with all these commission changes that have- happened- Mm-hmm ... over the last couple years. so like to have a template upfront of you like to write your offers. Mind you, if you call me on Tuesday afternoon and we haven't had that meeting, I'm gonna do my absolute best to make sure I can help you that day. Mm-hmm. And so we might just have a quick little convo on the phone to make sure I get everything correctly. but most of the time, especially if we've done some with before, we've seen how you write your offers. We know I can go back and reference one of the old ones.

[00:58:36] Tracy Hayes: Mm-hmm.

[00:58:36] Travis Moore: but we do work that in, and, we can help facilitate that full process all the way, I mean, from the offer all the way to closing. So we build that in with our agents, and just depending on how intensive it is, we kinda customize that, too, so.

[00:58:47] Tracy Hayes: so. That person's out there and you get the offer in tonight, like you were just mentioning, you you get it going, then you just send it over to them, they, so they can review it. Yeah. And I guess they're signing it, right? Are they the agents sign it and then they send it out from there?

[00:58:59] Travis Moore: So the [00:59:00] agents, they'll review it, and then we'll send it directly to their customers for them. and some of our agents, if we've already-

[00:59:04] Tracy Hayes: For the, to sign Yeah ...so- they can submit. Yeah.

[00:59:06] Travis Moore: Yeah. And I have some agents, I actually handle the entire process. So not only do I draft the offer, I send it for the customer to sign, and then I draft an email to go to listing agent that has all the information, has all documents it- Mm-hmm ... says, "Here's our offer." And, it just says I'm the transaction coordinator, you know, for any negotiation questions, reach out to the agent. Mm-hmm. But, um, we'll handle that full process, yeah. So if they need it, we're there

[00:59:26] Tracy Hayes: do it. Because, Because, I mean, it- are most transactions or, you know, offers, it's, Hey, we wanna make an offer. We're gonna buy it for this." Mm-hmm. "Tell them we're putting this amount down and, we Yeah "this in seller concessions"?

[00:59:36] Travis Moore: Yeah, yeah, basically. That, is it

[00:59:38] Tracy Hayes: really-

[00:59:38] Travis Moore: I, I only... It's a very quick, usually I can get all the information in one text message, and I'm like- ...All right, here we go." Yeah. And especially when we're partnered our agents, you know, they've already given us access to a lot of the information that we need, and so a lot of it is very quick. Mm-hmm. That kind of thing. It's qui- few, few, quick qu- question answer type deal, and then we've got everything we need to draft the rest of the offer. Yeah.

[00:59:55] Tracy Hayes: how do you keep consistency with compliance running files [01:00:00] across Florida now into Georgia?

[01:00:01] Travis Moore: yeah. So the biggest thing is that the, the deal we get with a specific brokerage is reviewing their requirements. most brokerages have some type of compliance system where there's a checklist and there's documents and, that you have to submit. And so we just- Oh gosh, we work with a ton of different brokers. Mm-hmm. Some brokerages we have one agent, sometimes some brokerages we have 15 agents at. Mm-hmm. And, so, you get familiar. Whenever we get a new one, we're kind of excited, because, oh, we're learning something new." Yeah. And, we learn what's required, how they like things submitted. Some have different deadlines of when things need to be submitted. And so it's always a learning thing. We try to learn as much upfront as we can. Some of agents, it's their first transaction with that brokerage. So sometimes I'm calling the brokerage's compliance team being like, "Hey, what do we do here?" Because the agent doesn't know either. Right. Agent didn't pay attention during training. So here I am. And, So we're, we're there for it, though. We're there to help. we actually have a handful of brokerages where the broker has referred us business because they like how we handle their compliance. Right. And they like that it's like, the files that we get from you guys are better than the files we get from people that don't have transaction coordinators. [01:01:00] we're not having to send back a million times." Mm-hmm. And so honestly, have in our system, we have a dropdown that says what brokerage is this for, and depending what brokerage we select, there's an extra checklist that gets added to our checklist- Mm-hmm that ... has all of the, uh,required items, the required timelines, that kind of thing.

[01:01:14] Tracy Hayes: Okay. Yeah, that was one of my questions how that's built into your- Yeah you know, your software.

[01:01:19] Travis Moore: That's track- So I have an admin. Mm. Her name is Dana, and, we actually worked together at Lindsay when we worked there. Mm-hmm. And I brought her on. was my very first hire, and she does all of that for me. she is like, she's like my Abby in NCIS. Mm-hmm. She's behind the scenes doing all the tech. Yeah. And, I honestly wouldn't be here if I wasn't for her, 'cause she has been able to build out all of these things to make them so that I can handle volume- Yeah ...that we're handling. And, every time we get a new brokerage, she's the one that in, "Okay, here's list of what we need. This is how we need it built out." Same with agents. Certain agents need specialized things, certain things that have to be done for their system or for the way they run business. Mm-hmm. She builds out the specialized checklist that gets automated and gets put into my system so that I don't have to try remember all these different- Yeah agents' things.

[01:01:58] Tracy Hayes: Yeah. No, I mean, the only way to handle volume and [01:02:00] truly, truly make money at what you're charging obviously volume and you've gotta get bigger, better, faster, and then have someone in-house that's doing it real time.

[01:02:08] Travis Moore: Yeah.

[01:02:09] Tracy Hayes: As soon as that file comes in that day, that, those things are being added.

[01:02:12] Travis Moore: Yeah. And even outside the money aspect is, you when building a team, you have to be able to continue to grow. Yeah. you have to keep su- keep supporting the rest your team. And the goal has, for me, has always been to have more than just myself, you know.

[01:02:23] Tracy Hayes: Mm-hmm.

[01:02:23] Travis Moore: Eventually I want to retire, you know? Yeah.

[01:02:25] Tracy Hayes: You know, so-

[01:02:25] Travis Moore: you got a long way to go for that. Yeah, yeah.

[01:02:27] Tracy Hayes: yeah,

[01:02:27] Travis Moore: Exactly. I got a long way, but I got to start

[01:02:28] Tracy Hayes: gotta start building now. Well, no, you bu- you, maybe you build such a great transaction- Yeah, yeah someone comes in and writes you a check. I

[01:02:32] Travis Moore: don't know. don't know. I don't think I can ever that way, you know, it's building a too. Mm-hmm. You have to be able to grow and develop, and you have to be able to customize things and make things that are a little more automated. And, I think, you know, having her be able to do things like that is how we've been able to get to the place that we are.

[01:02:47] Tracy Hayes: that actually leads right into the next question. How does the culture you've built translate into real results for the agents, not just a pleasant working relationship?

[01:02:55] Travis Moore: Yeah. through their customers, the experience that their customers

[01:02:58] Tracy Hayes: Yeah.

[01:02:59] Travis Moore: I get [01:03:00] a lot of either texts or calls after closing where the actual buyer or seller told the agent like, "Wow, you've got a really good admin," or, "You've got some really good help. Mm-hmm. Like "It was awesome ...all the things they did." And, especially for my agents that have came from another transaction coordinating or from just like an admin that they had through their office or something like that, they were like, "I've never once had my customers mention the admin because they just kind of did their tasks and really get too involved." And, the that I am building is that we are, and all of us, is that we are your partner. We are here Mm-hmm .........to help you your business through all facets of that. we're here to help grow. we're here to help you continue maintaining your customers because of the experience that they're getting. and I think that's really what has led to, you most of my agents that I got in the beginning are still here with me, You know? every once in a you'll have someone that's like, "Oh, I've, I, switched. I'm now working with builder. I don't need a transaction coordinator anymore." You have things like that, but like, we have the core group of people that have been with us the entire time.

[01:03:51] Tracy Hayes: Yeah.

[01:03:51] Travis Moore: And, like d- looking at Deanna, 'cause she had her own transaction coordinating separate that she merged with us. She's one of our teams. She's Transactions Made Easy under Next Level Agent Support. Mm-hmm.[01:04:00] And she's had her agents five, six years. that's six years worth of relationships, you know?

[01:04:04] Tracy Hayes: Yeah.

[01:04:04] Travis Moore: And, that just is all from giving that experience, which is culture, You know- Yeah. The culture with our agents. The culture that we are the... Like most of my agents call me before they call their broker because like, "Oh, I think Travis would the answer to this." Mm-hmm. Or, you know, "I think Whitney know the answer to this." Like, they're calling us before they're trying to reach out to someone who might not return their call.

[01:04:22] Tracy Hayes: Yeah.

[01:04:23] Travis Moore: Or someone who's really handling a million other agents. or, you they just feel more comfortable asking what they think might a silly question to us because we are, you know, we are their, their business friend, You know? We are the that- Yeah ... we've built this relationship and they

[01:04:35] Tracy Hayes: feel comfortable with. Well, and they feel comfortable with. Well, you're gonna answer a phone quicker-

[01:04:36] Travis Moore: Yeah ...

[01:04:36] Tracy Hayes: in most cases. you know, or respond to a faster than their, their broker would.

[01:04:40] Travis Moore: Yeah.

[01:04:41] Tracy Hayes: the question I wanna ask, 'cause we're, talking about obviously dealing with individual agents, and I think you kind of gestured it earlier, if I caught it correctly the one, and one of the themes that I've, talk about almost on every time I interview an agent is how important is the brokerage that they're working with when it comes to, you know, there those unicorns [01:05:00] who would be anywhere. They're, 'cause they ......they- are doing, they got their transaction coordinated. They, they're running a business and they're hardcore. Not all, m- most agents are not quite in that unicorn- Mm-hmm ... that's why it's a unicorn, unique situation. But so they, they match up with a broker, obviously. You know, I you know, Christie's with Co- Corey, Hasing. he, he's forward-thinking. He's always, you know, has kind of the attitude, can I do to make the agent's life easier so hopefully they go out and get another deal so we all more money?" That kind of thing. Yeah. And has that thing which it seems be the attitude here. How can you, or do you have some relationships where cause are some boutique brokerages who like, "You I gotta hire an assistant, but how much can I pay them or t- transaction coordinator to help all the agents?" are you coming in in some situations where brokerages are actually saying, "We want Next Level to be our transaction team"?

[01:05:53] Travis Moore: Yeah, have a handful like that.

[01:05:54] Tracy Hayes: Yeah.

[01:05:54] Travis Moore: I don't disclose any names ever. But have a handful, where we actually handle every transaction for the entire [01:06:00] brokerage.

[01:06:00] Tracy Hayes: Mm-hmm.

[01:06:00] Travis Moore: and then we have some brokerages where it's like we might not handle every transaction, but we we have, like, half of the transactions. needs a transaction coordinator works us. We're like their preferred referral type thing. But do have some where we're, we're totally in-house. We handle all their all their compliance, that kind of thing.

[01:06:14] Tracy Hayes: Mm-hmm.

[01:06:15] Travis Moore: And, we have some teams that maybe we don't have the whole brokerage, but there's a large team of 20 agents or so that one of our transaction coordinators works directly with that entire team and handles every transaction for that whole team. it helps... Honestly, a lot of brokerages like it because, one, it helps with their compliance. They things are getting taken care of correctly. Mm-hmm. And even their the scenes systems for either their CDA, like getting, the agents getting paid at closing, or their, compliance software that needs be updated at certain key points during the transaction. They're now having us do that, which is kind of helping them out a lot with not having to have another admin that has to do or something like that. Right. We just build it. Us doing one extra little thing is built into our doesn't take much extra time for us. Yeah. but saves them having to have a whole employee- Yeah basically.

[01:06:57] Tracy Hayes: Yeah.

[01:06:57] Travis Moore: And, so we do that with quite a few brokerages that [01:07:00] range from a small boutique, you know, four or person brokerage up to, like, a 30, 40 person brokerage. Mm-hmm. And, that's one of the reasons I had the opportunity to join other transaction coordinating companies. You I interviewed, met with people, talked to people, all great companies, all great things to say about everything that they're doing. My was that I wanted to be able build something that could be customized, and, I wanted to be able to build something that each transaction coordinator could run own business the way that they want and not be an employee if they didn't want to be. So we've got both those options. Mm-hmm. you like Whitney and Deanna, they they are business owners. They own business. They own their customers. They handle everything that we meet together and almost like a council.

[01:07:38] Tracy Hayes: Yeah.

[01:07:39] Travis Moore: Like a council comes together and decides things together for the overall brand and the overall company. But, each of us runs business as, as a business owner, and that was something that I really wanted to do when I, came this and decided to start talking to people and see what we were gonna do next. Um-

[01:07:53] Tracy Hayes: Yeah. no, 'cause I think it would be, you know, such a You're the, the small boutique brokerage or I, [01:08:00] I'm, I'm gonna throw a name at you after the show, remind me to do that

[01:08:02] Travis Moore: Yeah

[01:08:03] Tracy Hayes: where y- you are what you ......they're trying to provide value, but a lot of these boutique brokers, obviously the broker themselves, the owner, they're trying to do own transactions.

[01:08:13] Travis Moore: Right.

[01:08:13] Tracy Hayes: And, they just, and then like you said, the, compliance thing or doing or, or, tweaking, you know, what needs to be done, um, in the software or whatever program you use, they don't have ti- they just- Right it's gonna happen real time as the agent's expect it to- Yeah ... no matter what they're paying, whether they're- Right ......you know, just a small fee or they're, you know, there's a percentage coming out of their, their check. Right. They want it done right now. And, the boutique brokerage can't compete against a, a Compass or a Christie's or a Keller Williams- Mm-hmm ...who has a much larger, you know- Sure ... dole to work off of. Yeah.

[01:08:43] Travis Moore: Yeah. yeah. No, we've actually done some consulting work with some of these brokerages that we've gone on with, to help them either- Better systems, a better, process, or helping them tweak what they've got to make it- Mm-hmm ...a little bit efficient or a little more agent-friendly, 'cause that's, you know, brokerages want to be [01:09:00] agent-friendly. I had some brokerages where it's like, "Oh, we started out with filling out all these extra and now we're down to, like, one form," because agents aren't gonna fill out forms. That's not what they're here for. They're to have sales, get their commission. They're here to build their business. They're not here to fill out four or five the same form that has the information on it. Mm. So things like that, you know, working with the brokers and their teams, we've done that. We've done, like, consulting for quite a few of them to help- Yeah ... stream. 'Cause, you we don't ever share secrets from one to another, but from my process of running my I can tell you what I would do. Right. And that's- Yeah ... that's how we help them.

[01:09:28] Tracy Hayes: Yeah. How are the best transaction coordinating firms differentiating 2026, and where does your Closing Tide charity campaign fit in?

[01:09:38] Travis Moore: Oh, yeah.

[01:09:39] Tracy Hayes: Mm-hmm.

[01:09:39] Travis Moore: So I think where people are really kind of shining is that people have gotten used to what a transaction coordinator does, and now it's like, "Okay, what's next? What the other added things?" You know, offer writing and marketing all these different things. And so I think a lot of the top companies, at least in area, are starting to build on things like that.

[01:09:59] Tracy Hayes: Mm-hmm.

[01:09:59] Travis Moore: because [01:10:00] agents do-- they would love to have a one-stop shop. I don't wanna pay one person for marketing and other person to do this. And so, you we're only about a year and a in, and we are slowly building into different things like that. Mm-hmm. You know, keep an eye on us, because we're gonna have a lot of over the next couple of years. Cause are, we are focused on things like that. We want to be able to add additional services and have it be fully in-house, with all different offerings of what an agent like. we think of all the different aspects of running a real estate business and how do you help with each one of those. so I think the really good companies are starting to do things like that.

[01:10:28] Tracy Hayes: Yeah.

[01:10:28] Travis Moore: And, one thing we did from very beginning, you know, started out with dollar and dream in last May. May. And the first, our biggest goal with all of us was that we wanted to give back. We to do something that was going to help community around us, because you think about it, you know, a transaction fee, a couple hundred dollars or whatever, That can make an impact somewhere, even if it's a small impact. And so we actually donate $5 from every single transaction to a local charity, and every month we vote on what charity is going to get it. And, so far, we are at, like, $7,000. It's usually about six to $700 a month, [01:11:00] you know, with the ebb- Mm-hmm ...and flow of the business. Mm-hmm. and the, the different communities, organizations that we've helped have absolutely loved it. They're like, "Oh my gosh, this is like a big donation from somebody." And we're like, "Oh, it's like 700 bucks." Nothing crazy. but as we have grown and, you know, bringing on additional people, know, joined us a few months after we founded, and then we have Garrett now. And, like, adding more people is what's help grow that. Mm-hmm. And adding more agents to our fold of sending us business, and that's one of biggest things. Our agents, we take recommendations from them. If they have a local charity that work with or, like or that has helped them, their family even, we like to take that into consideration. And every month, we don't ever repeat. So every month we have done something different for the last 18 months, basically.

[01:11:37] Tracy Hayes: Yeah.

[01:11:37] Travis Moore: And, it's honestly one of the, our biggest goals was to be able provide... You know, always say, "Oh, we do things with the community. We do, like, day where we, you know, we go out and we help a community center or something, like, once a year, once a quarter," or something like that. And we were like, "We wanna do something with every transaction needs to make an impact." Mm-hmm. And so that's what we've been doing. And it's honestly, it's grown and it's been awesome. We've had couple of, an inspector company matched our donation one month, we've had some agents that have [01:12:00] matched their donation. And so that's been really cool to see people getting involved. Yeah. It's nice.

[01:12:03] Tracy Hayes: Yeah. Yeah. For sure. when an agent is vetting a transaction coordinating firm, which credentials should they be asking about? So let's, you know- What should they be asking you, but for some listeners may not be in the local area or where- they're at, maybe they're in Arkansas, who knows where, but what they be really looking for in their... 'Cause we, we, know most of them don't know the full services, obviously, that you deliver, and I'm sure most transac- they don't truly understand what you're actually doing- from that standpoint. So that standpoint. So what kind of questions should they be asking?

[01:12:37] Travis Moore: Yeah. One of the things I go over with, new agents is I give them a quick snapshot of the key things that I'm gonna take off their plate. So ask them, "What is something that you're gonna take off my plate?" And then ask them to provide a list of the main key points throughout the transaction. What are they taking off my plate? The other thing is, experience, and whether it's the experience that they have, or if they're working with someone else, that they have a mentor. You [01:13:00] know, some transaction coordinators, they're still great transaction coordinators. They might have only been in the business a year or two, but they're still incredible at their job.

[01:13:05] Tracy Hayes: Mm-hmm.

[01:13:05] Travis Moore: and everyone has to start somewhere. Every agent knows that you've got to start somewhere. you as an agent, when you first started, if you joined a team or you joined a brokerage, your mentor's experience flowed into your experience. Because every time you have a question, you're going to that person and they're gonna answer it for you. Mm-hmm. And so I would talk to them about experience, and if they don't have a ton of in the business, who's mentoring them? Who have they learned from? can you talk to that person type thing. I bring on someone for my new transaction coordinator, we talk to them together. we meet them together, talk about the processes together, and I explain how I'm going to be an added resource to them and their business. So off the plate, who's their, where their experience is coming from. and then the other thing is, do they plan on doing this Is this their true, like, their goal, their career? There's been some transaction coordinators like, Oh, I do this a year or two because I just had a kid and I can't go out and show homes anymore, but then I'm getting into real estate year." So talking things about that, there's nothing wrong with that. That's totally fine, but make sure that they have a plan for what's gonna happen to your business when they decide to [01:14:00] back in.

[01:14:00] Tracy Hayes: Mm-hmm.

[01:14:00] Travis Moore: making sure they have a team or something like that so that you do have backup. And, outside of that, I would say, you know, ask them what are their key characteristics that make them good at this job. What are either characteristics or experiences they've had that them the standout, make them the star in this position of why they'd be better somebody else. Yeah. You know, giving an example of something, a situation handled in the past, giving them examples of the feedback that people have given them because of a, a job they did, that kind of thing. but those are probably the key few questions I would ask, 'cause ' honestly, I don't have-- money is money. Like, at the end of the day, they're all around similar price. They're gonna be somewhat close to each other. The services themselves for the base transaction coordinating, everybody's got a similar checklist, know? Mm-hmm. Like, you're not gonna blow mind with your checklist because we've all got-- Real estate, even though every transaction different, you have same things that have to be done every single time.

[01:14:54] Tracy Hayes: Yeah.

[01:14:54] Travis Moore: And so a of agents will be like, "Well, what's your checklist? Can you send me your checklist?" And I'd be, "Yeah, I'll gladly, I'll share it with you because it doesn't [01:15:00] matter if you steal it 'cause they're all kind the same."

[01:15:01] Tracy Hayes: Yeah.

[01:15:02] Travis Moore: but that, at the end of the day, the checklist is not the thing that's going to wow your customers. It's not the thing that's gonna set them apart from anybody else. That's right. It's how the checklist is processed. It's how experience is managed from start to finish. Because at the end of the day, yes, we are pushing paper, we're sending emails, we're checking off boxes, but that's a very small part of the actual job that's being done.

[01:15:21] Tracy Hayes: Mm-hmm.

[01:15:22] Travis Moore: So.

[01:15:22] Tracy Hayes: No, I you made that, you know, how the checklist delivered, right? That, how the experience of going through the checklist, and I would just, just this video went through my mind like, you know, going through it. Someone asks for a checklist, you send them this, you know, whatever, five-minute video. I don't know how many things are on the checklist. Yeah. But like, this is the experience I delivered To get that check mark.

[01:15:42] Travis Moore: Yeah.

[01:15:43] Tracy Hayes: And to, which is hard to explain. you, know, unless an agent has experienced it, but sometimes on the checklist, only the actual buyer or seller's experiencing it. Mm-hmm. The agent didn't know it actually happened, but you're still delivering that experience. Yeah. And then the next thing on the checklist goes to the agent. They're getting that experience. So for [01:16:00] them to talk about the experience of the entire checklist- Yeah is impossible come from one person. Mm-hmm. unless obviously the, you know, the raving reviews that you've gotten from actual buyers and sellers who said, "Oh, my God, that transaction team," or your assistants, you know, your team, you know, did these wonderful things. you, know, you ... it's hard to send that across. But I always say When that's one in the lending world, when I always say, "What's your ..." When the first question out of there is what's your interest is- Yeah ... they just don't know what else to ask.

[01:16:23] Travis Moore: Yeah.

[01:16:24] Tracy Hayes: And so you have to kind of dig out of that part there. Mm-hmm. We talked little bit about this earlier, but if you I wanna just, kinda close out with this one, from the standpoint you've ...5,500 transactions, you've got over 100 agents you're working with right now currently. can you give us a, a story or two of an agent that you've, worked with and saw or And obviously they credited you or their decision work with you guys- Yeah to seeing, because I think every agent, "Will this increase my production?" Yeah. That's obviously their first question. "If I go that way, will I be, will I do more?" Can you give us some, some [01:17:00] rocks? Well, that means n- Yeah you necessarily need to mention names, but, you know, you describe where that agent was to where they are now.

[01:17:05] Travis Moore: Yeah.

[01:17:05] Tracy Hayes: Yeah.

[01:17:06] Travis Moore: So I have, I have a couple of great examples. last year partnering with a group of agents that a lot of them were fairly new. they may have, you got one pending. They might have a good lead source that they're getting through their company or something like that. they've got one pending at a time, pending at a time, and now this year reflecting back, it's like, wow, right now you have six pending. That's a huge ... I you-

[01:17:25] Tracy Hayes: Mm-hmm .........

[01:17:26] Travis Moore: you six x'd your business- Mm-hmm ... with that one pending you had.

[01:17:28] Tracy Hayes: Right.

[01:17:29] Travis Moore: and from their feedback, you know, it is- In a tougher

[01:17:31] Tracy Hayes: market.

[01:17:31] Travis Moore: Yeah. Yeah. Exactly. Yeah. Yeah. It's getting harder. Mm-hmm. And, a lot of my agents, I am seeing that, where it's like before I might have had one or two pending with them, and now I'm at, like four, five and six. Mm-hmm. and I do think that part of that is accredited to having that time. I'm not saying it's not like, Oh, I made their business grow," but I freed up their time so they could make it grow. Because it takes them. Yeah. at the end of the day, it takes the doing the activities. Right. But, freeing all that time so they have more time to do those money-making activities I do think helps them grow a lot. and just being able to trust [01:18:00] that the person you have handed business, because that's really what you're doing, you're handing your business off to somebody else.

[01:18:04] Tracy Hayes: Mm-hmm.

[01:18:04] Travis Moore: It's okay, I did all the upfront, and someone else has taken over to close it out. handing your business to someone like that to where you fully can disconnect and keep working on going to listing appointments, setting up buyer appointments, going out and networking so that you can additional buyers or sellers, that time is what you need to be able to do that, and you can't do it if you're stuck doing all the admin work. Yeah. So yeah, I have probably five or six agents I think of right off the top of my head that have literally gone from one pending to five or six pending at ... Then they keep it steady at that. Yeah, yeah. which why I had to bring on more people for my team, because then if, if, you the same agents no matter what, even I had the same 20 agents from day one to day, you know, 180, those people have now grown. Yeah. So now I've had to grow with them, which has been, you my goal the whole time, obviously,

[01:18:46] Tracy Hayes: but Well, I think the, it's sense, but I think a lot of them, I would assume, they, they, don't know what they would do their ... Like, okay, well, if he frees up my time, well, what else would I do? Well- The things we talked about earlier. Whether you are [01:19:00] at the kids' ball game, you're there and you're interacting with the other parents. W- we know this world of real estate, especially the real estate agent, I mean, mortgage loan officer's not too far behind, you are your business.

[01:19:11] Travis Moore: Yeah.

[01:19:11] Tracy Hayes: you roll, you and you famine.

[01:19:13] Travis Moore: Yeah.

[01:19:14] Tracy Hayes: And when it, when things rolling, you're, you know, it's just cause it's, it's, Friday night at the football game, you should be wearing your, you know- Yeah your, your logo your shirt. Right. So someone who doesn't know you, go, "Oh, you're a real estate agent?" "Oh, yeah. Oh," but, you know- Yeah ... start that conversation. That's your business. Absolutely. unless you wanna sit there and cold call all day, even then a lot a lot, most agents say no to that, right? Yeah. But y- can you your shirt that says you're, you know, a real estate agent in way, shape, or form? Yeah. Or a hat or whatever, right? You know, Erica Harding, she goes to the, her little league, or her, young boys' little league games with a koozie that says something about real on it. Yeah. People are like, "Oh, that's a cool koozie." And then they talking about real estate. Right. And, you know, you start thinking creative things and to do- Yeah in your business, your mind opens up because now you're focused on the activities- Yep ......which is gaining that [01:20:00] new client- Yeah ...and influencing, the, the, and so-

[01:20:02] Travis Moore: And it's building those relationships. Yep. You have time to do that. Yep. Build- relationships take a lot of time. whether, any type of relationship in your life, it's gonna take your time and effort, and you need to be able to have that available to do it.

[01:20:11] Tracy Hayes: Yep. So. I go back to, you made me think of Melissa Ricks. for it ......and how she, you know, she structured her business and the people that support her to give her full facing time, and she's active with all her know, her five boys. course, I think three, maybe are off to college now. You know, but she's f- know- Multiple businesses ... i- if you're on a football field in Yulee, you will run into Melissa Ricks. Yeah. because she's out there, she's engaged. She's able to volunteer, interact. Everybody knows she is. Yeah. She's not over in the corner having to take the calls- Yeah ... all the time 'cause she a staff- I was gonna say, you I was gonna say, you can- A, a team behind her ... yeah, you can

[01:20:43] Travis Moore: ask her. She'll tell you it's 'cause she built a team, and she made it to where that can be possible. Yep,

[01:20:47] Tracy Hayes: and they were, they were- That's what it takes handling those things. Yeah. Yeah. And, And, filtering those things. Yeah. let's finish with this. obviously, I think it's an obvious question. Why do you love what you do? Oh.

[01:20:55] Travis Moore: I love what I do because I like being [01:21:00] there to celebrate the people that are hitting their goals, and that's all I do every day. Every day is helping people with more closings, helping customers. I get a of satisfaction from that. for reason, am good at the details and the documents and the behind-the-scenes stuff, And, it fulfills my day. It fulfills that need to want to help people, and, it's in with some of the things in their life, whether it's the agent who's earning more money to build a better life for their or it's their customers who are making a move to make a change or to their family or something like that. And, so that's why I got into role, I think, is that I found my niche of I wanna help people, but I also wanna make for my own life, and real estate gives you that opportunity to do that. and I, I've just, I've enjoyed every second of it. Yeah. I've continued to grow because, like I said, I got bored in positions. But, I've continued to and I think now I'm at a place where there is no ceiling for growth because I can keep doing different things this business. With my co-founders, we on different things and come with new ideas, and it's exciting 'cause every day there is something new. Yeah. And day there's something you can build on.

[01:21:59] Tracy Hayes: you you [01:22:00] have a skill set you're excited about, and you're leveraging it not only to put food on the table, but help others.

[01:22:06] Travis Moore: Yeah.

[01:22:07] Tracy Hayes: Yeah.

[01:22:07] Travis Moore: That's it. it's

[01:22:08] Tracy Hayes: fun. Travis, I appreciate you coming on today. Yeah. Great show.

[01:22:10] Travis Moore: Thank you.

[01:22:10] Tracy Hayes: Thank you.

[01:22:11] Travis Moore: Appreciate it.