The Virtual Office - One Week Later

OK, I admit that it is actually just over a week...but that didn't sound as good in the title (and I did actually think up the idea for this post Monday). Needless to say I thought it was a good topic since many people seem interested.

First, a bit of review...last Monday Frank & Jamie came to our office in Malvern and made some administrative changes. The manager and admin asst were relieved of their duties and a new "virtual" office was created that leverages technology and new communication methods in the day-to-day operation of the business.

In the days that followed a few different interpretations of the word "virtual" crossed through my email. There was one instance where someone compared it to the "old MLS book days" (I guess if you took all the paper home you never needed to come in, right?) and one instance where the word "virtual" was carried over to "virtual reality" (like with the VR suits and holograms and everything - which totally made me think of Demi Moore in that 1994 flick "Disclosure").

While that was happening, our Malvern agents settled in and went back to work. They learned how to use their instant messenger and Skype accounts to chat with Pam Sheehan, Stefanie Hahn and me; they worked on making sure they scanned everything to Denise when they needed to; and they wrote business...a good amount of it...right from the start.

Sure the recruiters called. They all tried to tell them the office was closed, that we were pulling their leg, that we really didn't care about Chester County or the main line. Guess what - nobody has left since the minute the meeting ended last week. While I can't put words in their mouth, I think they see that we are working hard to help them stay in front of the industry, helping them succeed, and they appreciate the help.

Now...don't let me kid you that it has all been roses in Malvern. We have had some bumps along the way too. For example, the original phone solution that I thought would handle our virtual reception duties wasn't robust enough to manage all the agents who do floor time in the office. So...we changed it to something else. Now our calls come in to the main office number, are routed to a internet-based attendant, and are then sent to the cell phone of the person who is supposed to receive the call. Voice Mail messages are sent to their email inbox, and duty agents are never again forced to sit at the desk because their cell phone now is programmed to take calls for property info on the days they sit floor.

Week one is in the books...I can't wait to share more. If you have ideas please continue to share them with me - we can all learn to be virtual together.