Hiring an assistant that lasts

(photo: Elli Davis)

When administrative demands began taking her away from the most important part of her business – her clients – Elli Davis knew it was time to take action.

Davis, sales representative and senior vice-president of sales at Sotheby’s International Realty Canada, hired licensed assistant Linda Burford 22 years ago, and everything changed. 

Toronto-based Davis says, “I was spending more time managing paperwork and logistics than guiding buyers and sellers through what is often one of the biggest decisions of their lives. I knew I needed someone behind the scenes to help keep things running smoothly so I could stay client-focused and this is (still) true today.”

Davis had been in real estate for several years and had built a database.

“At one point in the late 1980s, I had over 70 listings and realized I couldn’t give my clients the level of attention they deserved without help. That is when the term ‘dedicated real estate assistant’ was coined,” she said.

“I walked into my branch manager’s office to ask if the young lady at the front desk could work for me. That decision shaped the way I have worked ever since, managing a support team of licensed and non-licensed assistants along with a dedicated buyer agent.”

Her first assistant became licensed after a few years in the early 1990s, followed by another licensed assistant in the late 1990s. Burford was the longest-serving team member in this position from 2003.

Davis says she was looking for someone with “strong organizational skills, and ideally, someone who was licensed.”

Education was important, she said, but more than that, she was looking for someone with initiative, discretion and a calm, capable presence under pressure. 

Burford brought all of that, along with a willingness to grow alongside the business.

“My assistant must be intuitive, with a strong rapport that allows them to anticipate how I would respond or what I might need in any given situation. They must also be technologically adept, capable of navigating industry platforms with ease, conducting market research and ensuring all practices align with (Real Estate Council of Ontario) guidelines.”

Evolution of the role

At first, the role focused on paperwork, scheduling, preparing marketing materials and organizing listing details. 

As the business evolved, so did Burford’s role, expanding to include direct communication with clients and cooperating agents, managing deal flow and timelines, and ultimately assuming licensed responsibilities in client care, Davis says. 

“The position naturally grew in scope to meet the increasing demands of the business.”

What exactly do licensed assistants do? 

“A licensed assistant can do almost everything I can in terms of transactions, marketing and client communication. A non-licensed assistant cannot provide real estate advice. It’s important to understand the boundaries and ensure the assistant works within them,” Davis says.

“Having a licensed assistant allows for greater flexibility and responsiveness. They can discuss listings and market trends, attend showings and access visits, and help manage transactions in a way that a non-licensed assistant cannot. It also allows them to grow professionally, which leads to greater job satisfaction and longevity in the role.”

If you’re thinking of hiring a licensed assistant, Davis says, start by identifying what is pulling you away from client service.

How to get what you need from hiring a licensed assistant 

According to Davis, these are the top things to keep in mind when hiring:

• Do not wait until you’re overwhelmed.
• Hire with a clear sense of what you need today and how that might evolve tomorrow. 
• Invest in someone you can train and grow with.
• Look for someone who complements your strengths and who values your business as if it were their own.
• Look for someone with integrity, attention to detail and emotional intelligence. “They need to be calm under pressure, skilled in using real estate technology platforms and aligned with your work ethic. You can train someone on systems, but you can’t train attitude or intuition. I always trust my gut when it comes to hiring,” Davis says.
• Personality and compatibility are “absolutely critical.” “My assistants are often the first point of contact for clients and their demeanor reflects my brand. I have always chosen people who are kind, intelligent and empathetic, people who share my commitment to high-touch service. Compatibility is just as important behind the scenes. A strong working relationship built on trust and mutual respect allows everything to flow more smoothly.”

Saying goodbye

After more than two decades working with Davis, Burford recently retired. Learning to work without her took thoughtful planning, patience and communication, Davis says. 

“Transitions are never easy, especially when you’ve worked with someone for many years, but we approached it openly and collaboratively. Linda was instrumental in training and sharing everything from process flow to client preferences.”

Julie Ambachtsheer, her new licensed client care specialist, was given a chance to learn gradually. Davis also made sure she felt supported.

“Linda’s professionalism and Julie’s enthusiasm made it a smooth handoff.”

When hiring Ambachtsheer, Davis says she looked “for many of the same qualities — dependability, warmth, intelligence. But Julie also brings her own strengths to the role. Every hire is an opportunity to enhance the business in a new way.”

Fitting the role to current needs

As a licensed client care specialist, the difference is mostly in the title and the focus, she says. “A client care specialist is more outward-facing, focused on communication, service and client experience, whereas a licensed assistant may focus more heavily on transaction coordination.

“Both Linda and Julie’s primary focus was and continues to be client service, ensuring we provide consistent, high-level support throughout the buying and selling process. That said, there is also a level of flexibility in the team to assist with market research, database management and other behind-the-scenes tasks as needed,” Davis says.

“Since Julie joined, we have slightly pivoted as she is also actively working with buyers, which has been a natural extension of her role.”

Davis decided against a virtual assistant, she says, because “real estate is a personal business. My clients value connection and so do I. I wanted someone who could meet clients face-to-face, walk through a property and pick up on the nuances that don’t always come across over email or phone. You just can’t replace that kind of presence with a virtual assistant.”

Closing thoughts

 “Looking back, hiring that first assistant was a turning point in my career,” Davis says. 

“It allowed me to elevate the level of service I offer and build lasting client relationships. Since then, I have had the privilege of working with a team of loyal, dedicated professionals who share my values. Behind every successful agent is a strong support system.”