FAQ – Frequently Asked Questions | Agent Operations®
Updated January 30, 2019
Team: Jake Kaasch (CFO and Director of Logistics), Lora Tucker Kaasch (CEO and Director of Marketing), Ali Lucas (Director of Transaction Management), Abby MacCord (Marketing Manager) Sue Tomlinson (Graphic Designer and Social Media Coordinator), Sydney Johnson (Content Marketing Coordinator), Kim Abromaitis (Content Marketing Coordinator), Tammy Spracklen (Transaction Coordinator), and Virginia Marsters (Transaction Coordinator).
Holidays Observed: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after, Christmas Eve, Christmas Day, and the day after Christmas.
General Information
Who is Agent Operations? We are a full-service real estate marketing and logistics firm. We guide real estate agents, brokers, and brokerages in marketing themselves successfully and strategically, minimizing the loss of sales to competitors and increasing referrals, sales revenue, and work-life balance.
Client Base. Real estate professionals and brokerages throughout the U.S. Our Transaction Management and Logistics services are available in the greater Austin area only.
Do you have real estate sales experience? Yes, Lora sold real estate for 11 years in two different markets. She is still licensed in the state of Texas but does not sell real estate.
Do you require a contract for any of your services? We do not. Instead, we want to inspire you daily to continue to work with our talented Team.
Terms and Conditions, Privacy Policy and Refund Policy: http://www.agentoperations.net/terms-and-conditions-privacy-policy-refund-policy/
What if I want to cancel my services? We hate to see you go, but we understand. We require all cancellations to be in writing (email is fine), and we do require a 30-day notice on all recurring services like social media management, newsletters, and blogging.
I work with a title company, and I’m interested in having Agent Operations sponsor a continuing education class’ lunch. Do you do that? Yes, we do. We’ll put you in touch with Lora: Lora@AgentOperations.net.
Are you hiring? Not at this time, but we are always looking for talented, high-quality individuals to be part of our growing Team. Please send your resume, cover letter, and a brief paragraph about why you feel you’d be a good fit for our organization.
Sales Department
How do I find out about what you offer? The Agent Operations website offers a wealth of information, including our catalog (including pricing), Portfolio (samples of work), and more.
Examples of our products and services: agent bios, locally-focused social media management, locally-focused email newsletters, locally-focused print newsletters, content writing, website design, property descriptions, property marketing brochures, graphic design, logos, press releases, slideshow video production, copywriting for search engine optimization, blogging, business card design, internet and social media audits, postcard design, ad design, email marketing campaigns, flyers, brochures, ghostwriting, buyer packages, listing packages, relocation packages, specialty packages, single property websites, Google Analytics reporting, landing pages, Facebook advertising, Instagram advertising, custom lead nurture campaigns, marketing plan creation, and more.
Do you provide printed samples of your work? Yes. All we need is a mailing address, and we’ll pop a samples package right in the mail.
Where can I find reviews from past and current clients? Reviews can be found on our website (https://www.agentoperations.net/reviews/), Google, and Facebook.
Do you provide a free marketing consultation to new clients? Yes. In fact, we require that all prospective and new clients go through a 30-minute marketing consultation so that we can better understand the style and needs of our clients. From that call, our Leadership Team will craft a customized Marketing Proposal specifically for the prospective client’s business.
Do you do marketing for entire brokerages (at the brokerage level)? Absolutely.
I’m not sure how to make product selections. Can you help? Absolutely. We encourage anyone thinking about our services to schedule their free marketing consultation by phone (online scheduling available here). From that meeting, our Leadership Team will prepare a customized Marketing Proposal for your business that can be used as your marketing roadmap.
Do you use templates? No, we do not. We build each piece from scratch so that it is truly and uniquely for that particular client.
Will you provide references? Yes. We’re happy to provide several references for anyone interested in our services.
Marketing Department
Do you offer marketing services in other locations of the U.S.? Yes. Our marketing services are available nationwide.
I’d like to schedule a free marketing consultation. Awesome! Book your free marketing consultation by phone by visiting: www.agentoperations.net/hello/. (new clients only)
What is your turnaround time for property marketing projects like flyers? 48 business hours.
What is your turnaround time for marketing projects? Our turnaround times vary depending on the type of project. Generally, the timeframe runs between 7-9 business days.
I need something fast. Do you offer rush services? Yes, as staffing permits. A rush fee will be applied (see our Terms and Conditions for fee details) for anything that requires faster service than our general turnaround timeframe of 7-9 business days.
Do you have a graphic designer on staff? Yes, we do.
Logistics Department
What is “Logistics”? This is a service of installing and removing “for sale” signs, lockboxes, and sign riders for real estate agents and brokers.
Do you offer logistics (sign and lockbox installation and removal) in other locations of the U.S.? At this time, we only offer logistics services in the Austin, Texas area only.
How much notice do you need? We require 24-hour notice on all installations, removals, and rider changes.
When do you perform installations and removals? Monday through Friday, 8 am to 5 pm.
How much does a sign/lockbox installation cost? There is a $25 per-trip charge and a mileage fee of $0.75/mile for any property that is farther than 20 miles from our home base in Round Rock. Additional pricing information can be found on the Logistics portal on our website: https://www.agentoperations.net/logistics-pricing/.
How much does a sign/lockbox removal cost? There is a $25 per-trip charge and a mileage fee of $0.75/mile for any property that is farther than 20 miles from our home base in Round Rock. Additional pricing information can be found on the Logistics portal on our website: https://www.agentoperations.net/logistics-pricing/.
How do I place an order? You can place orders right from our website:
Installations: https://www.agentoperations.net/logistics/install/
Rider changes or removals: https://www.agentoperations.net/logistics/update/
Do you accept phone, email and/or text orders? We do not. All Logistics orders must be placed using the forms on our website:
Installations: https://www.agentoperations.net/logistics/install/
Rider changes or removals: https://www.agentoperations.net/logistics/update/
How will I know if my installation, removal, or rider update has taken place? Our Logistics Department will share a Google Drive folder with you. Within that folder, our Team uploads photos of your work, including time/date stamps, property addresses, lockbox serial numbers, sign placement, and more.
Are you able to open the lockbox and shackle? Yes. We have a Supra e-Key. The only thing we’ll need is a client’s shackle code(s).
Will you store my signs and lockboxes? If so, is there a fee? Yes, and we will store up to 20 signs and lockboxes for you for free.
How do I get my inventory of signs and lockboxes to you? Jake will arrange to meet you and pick up your inventory of signs and lockboxes.
If I order new inventory, may I ship them to your location directly? Yes. Many of our clients ship new orders directly to our address (1113 Apollo Cir, Round Rock, TX 78664).
Do you install T-post signs? Yes, we do.
Do you install commercial real estate signs? At this time, we do not.
Do you provide an inventory of sign riders? Is there a charge to use them? While we prefer to use the client’s inventory, we do have a very small collection of generic sign riders (“for sale,” “for lease,” etc.). There is no charge to use them.
Will you provide sign/lockbox installation and removal to teams and whole brokerages? Yes, we do.
Transaction Management Department
Do you offer transaction management services in other locations of the U.S.? At this time, we only offer transaction management services in the Austin, Texas area only.
I’m a new client, and I’m ready to get started. What now? You’ll need to fill out our short onboarding form (https://www.agentoperations.net/onboarding/) and sign our Terms and Conditions document. From there, your Transaction Coordinator will be in touch to get things rolling for you.
How do I initiate a new Listing Management (aka “listing launch”) order? Simply email all of the property information and documents to Rebecca@AgentOperations.net.
How do I initiate a new Contract-to-Close order? Simply email all of the contract documents and details to Rebecca@AgentOperations.net.
When am I invoiced for Listing Management (aka “listing launch”)? You will be invoiced at the time you place the order.
When am I invoiced for Contract-to-Close? You will be invoiced at close of escrow. We don’t get paid until you get paid.
Do you have transaction management workflows in place? Yes, we do. We track all of our transactions in software called Trello.
Do you provide the email templates for working a transaction? Yes, we do. We are also able to customize those emails to each client so there is a seamless experience.
Finance Department
How do I access my account with Agent Operations?
1) Go to https://www.AgentOperations.net .
2) In the upper right-hand side of the navigation menu, hover your cursor over “Contact.”
3) Select “My Account” from the drop-down menu that appears.
4) Enter your email address (this is the email address where you receive your invoices).
5) Enter your password. If you do not know or remember your password, simply click the
“Lost My Password” link and you will be prompted to set up a new password with us.
6) Login with your email and new password. From there, you’ll be able to pay your invoice in a snap, and you’ll also have the option to view past orders.
Do you send invoices? Yes. All of our invoices are emailed to our clients.
When do you invoice for recurring services like social media management, newsletters, and blogging? All recurring marketing is invoiced at the first of each month.
When do you require payment for fixed-price projects? We require payment up-front before work can begin.
When do you require payment for projects bid on an hourly basis? You will be invoiced as work is performed or monthly (at a minimum).
Do you offer refunds? We consider refunds on a case-by-case basis. Our refund policy is outlined in our Terms and Conditions (http://www.agentoperations.net/terms-and-conditions-privacy-policy-refund-policy/).
How do I pay my bill? You can pay your bill two ways–from your email invoice or on our website:
From Your Invoice:
- Click “Pay” within the emailed invoice.
- On the next screen, click “My Account.”
- When prompted, enter your email address (this is the email address where you receive your invoices).
- Enter your password. If you do not know or remember your password, simply click the “Lost My Password” link and you will be prompted to set up a new password with us.
- Login with your email and new password. From there, you’ll be able to pay your invoice in a snap, and you’ll also have the option to view past orders.
From Our Website:
1) Go to https://www.AgentOperations.net .
2) In the upper right-hand side of the navigation menu, hover your cursor over “Contact.”
3) Select “My Account” from the drop-down menu that appears.
4) Enter your email address (this is the email address where you receive your invoives).
5) Enter your password. If you do not know or remember your password, simply click the
“Lost My Password” link and you will be prompted to set up a new password with us.
6) Login with your email and new password. From there, you’ll be able to pay your invoice in a snap, and you’ll also have the option to view past orders.
I can’t find the “Pay” link on my invoice. Here’s how to find the “Pay” link:
– Within the emailed invoice, there will be a red header.
– Just below that header, there is a short paragraph. The second sentence will read: “To pay for this order please use the following link: pay.” Simply click “pay,” and you’ll be taken to your invoice where you can pay with any debit or credit card.
