Leadership Matters: Weekend BICs

In the past 14 months, Hawaii Life has hired 6 amazing people into Leadership positions as Brokers-in-Charge. For a total of 11. Think about that for a minute. We doubled a Leadership Team that took 7 years to build, in 14 months. Why? Some of it is natural growth, change, and market conditions, of course. The rest of it? Talent and culture and good old-fashioned real estate chops.

These things are rare. The real estate industry suffers from a remarkable distrust of anyone who hasn't "been in the trenches." Every single one of our BICs has been deep in those trenches.

They have context. And they're smart enough not to dupe themselves into believing that they "know it all." Some of them are absolute customer service specialists who would excel in any industry. Some of them are great talent managers who understand how to handle the giant personalities in the real estate business. Most importantly, they all "get" Hawaii Life.

We have the right people in the right seats, and that's super important. It's more important than a BIC's credentials, their accomplishments or how long they've been with the company. Those things contribute, but without a Leadership Team that works together to support all 200+ agents statewide, we are simply another legacy brokerage with nothing special to offer agents on the ground. 

In an industry obsessed with "what the competition is doing" it actually amazes me that no other brokerage in the state has copied our practice of "Weekend BIC" shifts. We've had companies straight up copy our website, copy our advertising, copy our prospecting - some have even taken out pay-per-click ads on the words, "Hawaii Life." And yet - no one has copied our BIC rotating weekend schedule.

Over the years I've heard a smattering of complaints about the weekend BIC shifts, mostly having to do with an agent not wanting to explain their situation "all over again"  when they've already been in discussions with their regular BIC. While I can empathize with a process that seems inefficient, the truth is it's good for us to get second opinion from various BICs about our business, especially when dealing with a complicated situation. No one BIC knows everything, and hearing an alternative point of view more often than not means making an even better recommendation to our clients.

Hawaii Life BIC's are beyond busy. To date this year, we've opened over 1,000 transactions. That's a lot of contract review, a ton of time spent on the phone going over strategy, correcting mistakes and consulting with clients. It's an enormous body of work, and yet I've never once heard a complaint about how long it takes a Hawaii Life BIC to review a contract, or that they are unavailable when needed.

This is not industry normal. When talking with prospective agents, the thing I hear most often is how their BIC isn't available quickly enough, or sometimes at all for hours or days at a time. I've heard of agents whose BICs leave for vacation and don't tell anyone or assign a replacement. I even heard once that an entire office couldn't get their contracts signed on Fridays because the BIC golfed every Friday and couldn't be reached during his game.

Hawaii Life continues to implement a rotating BIC weekend schedule because it works. For everyone. Agents are able to get the assistance they need, even on a Sunday or national holiday, which means Hawaii Life clients are getting the best service possible, at all times. Brokers-in-Charge are able to take actual time off to rest, recharge, spend time with their families and live their Hawaii Life. And guess who wins? All of us. As more and more research shows, taking time off is critical to productivity.

Our BIC's are at Hawaii Life because they care. Their collective talent gives Hawaii Life a depth of Leadership I've seen nowhere else in this business.  They thirst to give, be of service, make a difference in the world, one agent (and one weekend in 8) at a time. This matters. We are making things better, and leading the industry. They deserve our gratitude, especially on the weekends.