ORANGE COUNTY, CA—At the end of the day, brokerage is a service business, and clients need their brokerage firm to have leaders in its ranks, Voit Real Estate Services' managing director Ian Britton tells GlobeSt.com. With so many players in this highly competitive field, we spoke exclusively with Britton about what makes a brokerage stand out from the crowd and what clients really look for when considering a brokerage firm.

GlobeSt.com: What are the most important elements a successful brokerage firm must have or offer clients—the things that make them stand out from the rest?

Britton: At the end of the day brokerage is a service business, and for a firm to be successful in the eyes of its clients, it needs to have leaders in its ranks—leaders in terms of market knowledge, professionalism, responsiveness and accountability. Clients, both private and institutional, want to align themselves with professionals who truly understand their unique needs as well as have an in-depth knowledge of the markets they serve. One of our regional clients, Turner Real Estate Investments, points out that it values “entrepreneurial spirit and constant professionalism” as well “uncompromising knowledge to accurately understand the market” and the “expertise to successfully navigate any transaction.” Clients have choices in who they want to work with, and our job as a company is to minimize our clients' risk and help them make an informed decision. Having collaborative market leaders in the field and successfully training up the next generation is paramount for us. It creates a culture of service excellence.

Delivering exceptional service on a consistent basis requires an investment of time since the professional needs to understand accurately what the client is looking to accomplish in terms of their timing, their unique decision making criteria, budget, etc. Once this is determined, professionals can then lay out a strategy to help their clients accomplish their goals.

One of our unique differentiators at Voit is our training program, designed to help our young brokers develop a consultative approach rather than a transactional mindset. It is a philosophy that has helped our young professionals achieve success early in their careers and build lasting relationships, just by asking the right questions and being accountable to the clients we serve. Another client of ours, industrial leader Prologis, says it values not just exciting real estate opportunities, but more importantly, results. These come from market knowledge and strong customer relationships that consistently add value to clients' portfolios. Our success is measured by our clients, and in effort to stay on top and adapt to their evolving needs, we invest and foster a culture of collaboration and effective training.

GlobeSt.com: Why do clients choose regional vs. international brokerage houses?

Britton: Part of being a leader is being accountable and responsive—able to react to clients' changing needs quickly. When there are not multiple layers of approval for critical decisions or expenses, firms are able to invest in marketing materials and resources for smaller clients whose needs are just as important as larger ones. At Voit, we create on open line of communication with our clients, and the professional they hire is the broker with whom they are in consistent communication—not a support-staff member or junior professional who may be assigned to the account.

We feel that personal investment and responsiveness is critical to our clients' success. Sharing of information is also huge, particularly in a tight market where inventory is at a historic low. Market leaders who are able to share information openly throughout the office and throughout the company to create “off-market” deals for our clients help create a true “win-win” scenario. It's also important to celebrate clients' successes along the way, resulting in lasting friendships and brand loyalty.

Regional firms are able to dig deeper in the markets they serve and truly specialize. Caprock's CEO, Jon Pharris said he appreciates a firm with an “entrepreneurial attitude and ability to uncover unique opportunities that their competitors miss.” His firm also looks for “market experts who consistently source attractive, under-the-radar deals—even in a tight market. When [these] brokers have an opportunity, we listen.” Clients truly appreciate the focused attention and value extra efforts.

GlobeSt.com: How do employee attitudes about a firm translate to customer service?

Britton: Staff is the backbone to a firm's success, plain and simply. Our staff understands how critical they are to the success of our brokers and, most importantly, our clients. When you encourage and reward them for new ideas, provide opportunities for advancement and have lot of fun as a team, they provide great perspective, and they are 100% engaged. Support staff is a critical component to a firm's ongoing recruiting efforts, and celebrating their success is key. Regular socials, summer outings and team-building exercises are a regular part of the work experience here at Voit. We are at our best when our staff is energized, feels that their contribution is both measurable and makes a difference and when we are giving back to the communities we serve. Staff should feel that being a member of the firm's family is a privilege and one that is certainly valued by leadership team and staff.

GlobeSt.com: What are some of the lesser-known elements of a successful brokerage?

Britton: Said simply, “work hard and play hard.” It is critical to celebrate the uniqueness of your people—they cannot feel like just another number. We stay close to our people, engaging in regular happy hours, training, “bell ringers” and many exceptional social events designed to bring people together. Each brokers and staff member should have a voice, and they will value that. As a broker-owned firm, we have the ability to directly interact, ask questions and solicit feedback from everyone, company-wide. We have assembled advisory boards and social committees in each office where open dialogue is encouraged. When people have a voice and are able to make an immediate impact, they are a lot happier and, in turn, more productive. The result is a fun, collaborative setting where people enjoy spending their time and giving their best. That is all we can ask for.

ORANGE COUNTY, CA—At the end of the day, brokerage is a service business, and clients need their brokerage firm to have leaders in its ranks, Voit Real Estate Services' managing director Ian Britton tells GlobeSt.com. With so many players in this highly competitive field, we spoke exclusively with Britton about what makes a brokerage stand out from the crowd and what clients really look for when considering a brokerage firm.

GlobeSt.com: What are the most important elements a successful brokerage firm must have or offer clients—the things that make them stand out from the rest?

Britton: At the end of the day brokerage is a service business, and for a firm to be successful in the eyes of its clients, it needs to have leaders in its ranks—leaders in terms of market knowledge, professionalism, responsiveness and accountability. Clients, both private and institutional, want to align themselves with professionals who truly understand their unique needs as well as have an in-depth knowledge of the markets they serve. One of our regional clients, Turner Real Estate Investments, points out that it values “entrepreneurial spirit and constant professionalism” as well “uncompromising knowledge to accurately understand the market” and the “expertise to successfully navigate any transaction.” Clients have choices in who they want to work with, and our job as a company is to minimize our clients' risk and help them make an informed decision. Having collaborative market leaders in the field and successfully training up the next generation is paramount for us. It creates a culture of service excellence.

Delivering exceptional service on a consistent basis requires an investment of time since the professional needs to understand accurately what the client is looking to accomplish in terms of their timing, their unique decision making criteria, budget, etc. Once this is determined, professionals can then lay out a strategy to help their clients accomplish their goals.

One of our unique differentiators at Voit is our training program, designed to help our young brokers develop a consultative approach rather than a transactional mindset. It is a philosophy that has helped our young professionals achieve success early in their careers and build lasting relationships, just by asking the right questions and being accountable to the clients we serve. Another client of ours, industrial leader Prologis, says it values not just exciting real estate opportunities, but more importantly, results. These come from market knowledge and strong customer relationships that consistently add value to clients' portfolios. Our success is measured by our clients, and in effort to stay on top and adapt to their evolving needs, we invest and foster a culture of collaboration and effective training.

GlobeSt.com: Why do clients choose regional vs. international brokerage houses?

Britton: Part of being a leader is being accountable and responsive—able to react to clients' changing needs quickly. When there are not multiple layers of approval for critical decisions or expenses, firms are able to invest in marketing materials and resources for smaller clients whose needs are just as important as larger ones. At Voit, we create on open line of communication with our clients, and the professional they hire is the broker with whom they are in consistent communication—not a support-staff member or junior professional who may be assigned to the account.

We feel that personal investment and responsiveness is critical to our clients' success. Sharing of information is also huge, particularly in a tight market where inventory is at a historic low. Market leaders who are able to share information openly throughout the office and throughout the company to create “off-market” deals for our clients help create a true “win-win” scenario. It's also important to celebrate clients' successes along the way, resulting in lasting friendships and brand loyalty.

Regional firms are able to dig deeper in the markets they serve and truly specialize. Caprock's CEO, Jon Pharris said he appreciates a firm with an “entrepreneurial attitude and ability to uncover unique opportunities that their competitors miss.” His firm also looks for “market experts who consistently source attractive, under-the-radar deals—even in a tight market. When [these] brokers have an opportunity, we listen.” Clients truly appreciate the focused attention and value extra efforts.

GlobeSt.com: How do employee attitudes about a firm translate to customer service?

Britton: Staff is the backbone to a firm's success, plain and simply. Our staff understands how critical they are to the success of our brokers and, most importantly, our clients. When you encourage and reward them for new ideas, provide opportunities for advancement and have lot of fun as a team, they provide great perspective, and they are 100% engaged. Support staff is a critical component to a firm's ongoing recruiting efforts, and celebrating their success is key. Regular socials, summer outings and team-building exercises are a regular part of the work experience here at Voit. We are at our best when our staff is energized, feels that their contribution is both measurable and makes a difference and when we are giving back to the communities we serve. Staff should feel that being a member of the firm's family is a privilege and one that is certainly valued by leadership team and staff.

GlobeSt.com: What are some of the lesser-known elements of a successful brokerage?

Britton: Said simply, “work hard and play hard.” It is critical to celebrate the uniqueness of your people—they cannot feel like just another number. We stay close to our people, engaging in regular happy hours, training, “bell ringers” and many exceptional social events designed to bring people together. Each brokers and staff member should have a voice, and they will value that. As a broker-owned firm, we have the ability to directly interact, ask questions and solicit feedback from everyone, company-wide. We have assembled advisory boards and social committees in each office where open dialogue is encouraged. When people have a voice and are able to make an immediate impact, they are a lot happier and, in turn, more productive. The result is a fun, collaborative setting where people enjoy spending their time and giving their best. That is all we can ask for.