Britton Sanchez, vice president of franchise operations for HomeSmart, works to ensure that all departments provide high levels of customer service to support the corporate brokerage's more than 11,000 real estate agents. She played a key role in developing HomeSmart Helps, the company's 501(c)3 nonprofit arm, and identifies monthly opportunities for agents and staff to help others. Thousands of employees across the network have gotten involved.
Sanchez is proud of the way her team worked together to prioritize the agent experience during the COVID-19 pandemic. They quickly switched to a fully remote workforce, improved service metrics and production time for agents, and centralized all five corporate operations so the team at headquarters could provide the highest level of service to agents. Sanchez also developed a way to fundraise virtually.
Sanchez quotes Winston Churchill: "We make a living by what we get. We make a life by what we give."