FAQ – Frequently Asked Questions

FAQ | Frequently Asked Questions

Owner Contact Information

Owners: Jake and Lora Kaasch

Phone: (512) 400-2345

Website: www.AgentOperations.net

Location: Round Rock, just outside of Austin, Texas

Time Zone: Central Daylight Time

Team: Jake Kaasch (CFO and Director of Logistics), Lora Tucker Kaasch (CEO and Director of Marketing), Sue Tomlinson (Graphic Designer and Social Media Coordinator), Tammy Spracklen (Transaction Coordinator), Virginia Marsters (Transaction Coordinator), Kimberly Abromaitis (Content Marketing Coordinator), and Rebecca Gravley (Transaction Coordinator).

Holidays Observed: New Year’s Day, Martin Luther King Jr Day, Washington’s Birthday, Good Friday, Memorial Day, Independence Day, Labor Day, Veteran’s 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, logistics, and transaction management firm.

We know what it’s like to sell real estate, and we guide real estate agents, teams, brokers, and brokerages in marketing themselves successfully and strategically, minimizing the loss of sales to competitors while increasing referrals, sales revenue, and work-life balance.

Tagline: Focus on Your Strengths. Outsource Everything Else.

Services we offer:

  1. Professional real estate marketing for individual agents, teams, and brokerages across the entire United States.
  2. Professional property marketing for individual agents, teams, and brokerages across the entire United States.
  3. Transaction Management (also known as listing launch, listing management, or transaction coordination) for individual agents, teams, and brokerages in the greater Central Texas area only.
  4. Logistics (also known as installing signs and lockboxes, updating riders, and removing signs and lockboxes) for individual agents, teams, and brokerages in the Austin area only.

Does your Team 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 actively sell real estate. Two of our three Transaction Coordinators have real estate licenses.

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 do not require contracts for recurring services like newsletters, blog posts, and social media management. We do, however, require a 30-day notice for cancellations on all recurring services. If you do not provide at least 30 days’ notice before you wish to cancel, your service will be delivered and you will be charged for it.

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 and Leads

Outline of our process:

  1. Step 1: Schedule a call. Our online calendar coordinator will set you up with our next available appointment. Click here for link.
  2. Step 2: Discuss goals. We’ll collaborate to create a customized Marketing & Operations Strategic Plan to achieve your vision.
  3. Step 3: Make it happen. Implement your customized plan and provide support throughout the process.

Prospect who is not a current client has questions or is interested in learning more about what we offer. 

The first step is to schedule a call with our Team by using this link (found on our website in the upper righthand corner: “Set Appt”). The prospect will need to fill out a quick contact information form and then will be able to schedule a call that fits their schedule. This process applies to all non-client inquiries about our services, including marketing, property marketing, transaction management, and logistics (sign/lockbox installation and removal).

An existing or previous client has specific questions about marketing, property marketing, or transaction management.

Messages can be forwarded to Lora.Kaasch@AgentOperations.net.

An existing client has questions about their order that is currently in process with our Marketing Team.

Please forward request and any information to Abby MacCord, our Marketing Department Manager, at Abby@AgentOperations.net.

How does a prospect find out about what you offer? 

Our website offers a wealth of information, including:

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 do marketing for entire brokerages (at the brokerage level)? 

Absolutely.

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.

A prospect would like to schedule a free marketing consultation by phone or virtual meeting.

Awesome! Book your free marketing consultation by phone or virtual meeting by visiting:  www.agentoperations.net/welcome/. (new clients only)

What is your turnaround time for property marketing projects like property 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 5-7 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 5-7 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.

Service area:

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, rider update, or 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/.

A membership fee of $10 per month applies to all clients and includes storage of supplies, including signs, riders, lockboxes, and flyer boxes; minor repairs to inventory; cleaning of inventory prior to each installation; client support by phone, email, and text message; online tracking of listing inventory and supplies; and time- and date-stamped photos of each installation, update, and removal

How do I place an order?

ALL orders must be placed on 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. There is a $10 per month membership fee.

How do I get my inventory of signs and lockboxes to you? 

Jake Kaasch, our Director of Logistics 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 entire 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 greater Central Texas area only.

I’m a new client, and I’m ready to get started. What now?

The first step is to schedule a call with our Team by using this link (found on our website in the upper righthand corner). The prospect will need to fill out a quick contact information form and then will be able to schedule a call that fits their schedule. This process applies to all inquiries about our services.

How do I initiate a new Listing Management (aka “listing launch”) order? 

If you are an existing transaction management client, please email the contract and pertinent documents to your Transaction Coordinator.

If you are not yet a transaction management client, the first step is to schedule a call with our Team by using this link (found on our website in the upper righthand corner). The prospect will need to fill out a quick contact information form and then will be able to schedule a call that fits their schedule.

How do I initiate a new Contract-to-Close order? 

If you are an existing transaction management client, please email the contract and pertinent documents to your Transaction Coordinator.

If you are not yet a transaction management client, the first step is to schedule a call with our Team by using this link (found on our website in the upper righthand corner). The prospect will need to fill out a quick contact information form and then will be able to schedule a call that fits their schedule.

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 Paperless Pipeline.

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.

How do I get copies of invoices for tax purposes?

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.

When do you invoice for recurring services like social media management, newsletters, and blogging? 

Typically, 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:

  1. Click “Pay” within the emailed invoice.
  2. On the next screen, click “My Account.”
  3. When prompted, enter your email address (this is the email address where you receive your invoices).
  4. 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.
  5. 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 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.

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.

© 2020 Agent Operations® | The Full-Service REALTOR® and Real Estate Marketing, Logistics, and Transaction Management Firm | Read Our Terms, Conditions, Privacy + Refund Policy | Office (512) 400-2345 | Team@AgentOperations.net | Open M-F 9a-5p CST | Website Built by Agent Operations® | Protected by The Digital Millennium Copyright Act of 1998

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