Lauren Holland and Brooke Reiki break down why most agents are not short on leads, but are leaking business after the transaction. They introduce the EARN framework to earn referrals through a great client experience, then lay out a practical, repeatable system for asking for reviews and referrals across four key touch points. You will learn how to set expectations early with a “promise conversation,” reinforce feedback during the transaction, ask within 24 hours of closing, and follow up with a structured nine-week cadence. They also cover simple tracking, accountability, and culture-building so reviews and referrals become consistent, measurable, and predictable.

Chapters:

• (00:00:00) Why reviews/referrals fail: no system + no tracking
• (00:02:00) Episode goal: make reviews + referrals inevitable
• (00:04:00) Why it matters (agents + teams)
• (00:06:00) Reviews = trust; referrals = business
• (00:09:00) What clients remember: the experience
• (00:10:00) EARN framework overview
• (00:11:00) Engage: win fast (speed-to-lead + presence)
• (00:13:00) You’re in the relationship/experience business
• (00:16:00) Engage recap (response, scripts, professionalism)
• (00:20:00) Anticipate: lead the process (timeline + cadence)
• (00:22:00) Communication preferences + recap everything
• (00:25:00) Retain: stay in touch post-close
• (00:27:00) Thoughtful beats expensive (memorable moments)
• (00:30:00) Network: plant referral seeds early
• (00:33:00) EARN recap
• (00:34:00) The 4-touchpoint review/referral system
• (00:35:00) Touchpoint 1: “promise conversation” script
• (00:39:00) Touchpoint 2: reinforce mid-transaction
• (00:42:00) Touchpoint 3: ask within 24 hours of close
• (00:44:00) Where to collect reviews (Google/Facebook/Zillow)
• (00:47:00) Touchpoint 4: follow-up (9-week cadence)
• (00:48:00) Monthly care-call day
• (00:50:00) Script: event sandwich
• (00:51:00) Script: “can you help me?”
• (00:53:00) Ops: tracker + weekly updates
• (00:56:00) Celebrate wins (make it visible)
• (00:58:00) Accountability + standards
• (01:03:00) Common mistakes
• (01:06:00) Final takeaways + action steps

Links and Resources:

• Team Leader Secrets by Suneet Agarwal
• Reside Platform
• Reside Platform Website

Thanks so much for joining us this week. Want to subscribe to the Reside Platform Podcast? Have some feedback you’d like to share? Connect with us on Spotify, Apple Podcasts and YouTube to leave us a review!

Lauren and Brooke break down why most agents do not need more information, tools, or leads. They need consistency, structure, and accountability. Lauren shares lessons learned from years behind the scenes as an operator, where patterns become obvious: top performers are disciplined, proactive, and intentional. Together, they introduce Lauren’s EARN framework for delivering an unforgettable client experience, then connect it to what actually creates sustainable production: daily conversations, consistent follow-up, and a well-managed CRM. If you are a driven team leader, brokerage owner, or high-performing agent who wants to scale without sacrificing freedom, this episode is a practical reminder that growth comes from doing the right things every day, not chasing the next shiny tactic.

Chapters:

• (00:00:00) Why this agent training had to become a podcast episode
• (00:01:20) The real problem: inconsistency, lack of structure, and avoiding daily action
• (00:01:55) Lauren’s operator background and what it taught about top agents vs. everyone else
• (00:03:30) “You’re not in real estate, you’re in the experience business”
• (00:04:30) How clients remember the process: feelings, clarity, and leadership
• (00:05:20) The EARN framework overview and why you must “earn” trust and referrals
• (00:06:40) E = Engage: winning before the appointment with speed, energy, and first impressions
• (00:07:40) Practical standards: preparation, confidence, and showing up like a professional
• (00:10:40) A = Anticipate: proactive communication that prevents frustration
• (00:11:40) R = Retain: what to do after closing so past clients become future business
• (00:13:10) N = Network: visibility, community presence, and why you cannot be a “secret agent”
• (00:14:50) The math of production: conversations, appointments, closings
• (00:16:30) CRM discipline: “If it’s not in your CRM, it didn’t happen”
• (00:18:10) Reviews and referrals: systems that create the multiplication effect
• (00:19:10) Final takeaway: create a better experience, talk to more people, follow up consistently

Links and Resources:

• Team Leader Secrets by Suneet Agarwal
• Reside Platform
• Reside Platform Website

Thanks so much for joining us this week. Want to subscribe to the Reside Platform Podcast? Have some feedback you’d like to share? Connect with us on Spotify, Apple Podcasts and YouTube to leave us a review!

Most real estate team leaders work nonstop and still feel behind because they spend the day reacting instead of leading intentionally. Brooke and Lauren break leadership down into three simple “power hours” that create clarity and momentum: a daily recruiting hour to build the agent pipeline through consistent conversations, a team power hour where leaders and agents make calls together to drive production and culture, and an inspection and coaching hour focused on a few CRM metrics that reveal what is really happening in the pipeline. They explain how to structure these hours, what to track, how to coach based on activity versus skill gaps, and why imperfect consistency beats waiting for the “perfect” system.

Chapters:

• (00:00:00) Why the issue is often clarity, not motivation
• (00:01:00) The “chaotic day” problem: reacting instead of leading
• (00:03:00) The 3 power hours: recruit, work with agents, inspect pipeline
• (00:04:00) Power Hour 1: recruiting conversations that calm the chaos
• (00:06:00) Calendar discipline: if it’s not scheduled, it doesn’t exist
• (00:10:00) Power Hour 2: team power hour structure (call together + scoreboard)
• (00:14:00) Simple agent standards: appointments met and new contacts added
• (00:16:00) Power Hour 3: inspection without micromanaging
• (00:17:00) The 3 CRM signals: last touch date, overdue tasks, stage accuracy
• (00:19:00) Accountability and mindset: contractors still need standards
• (00:21:00) “Not enough leads” is usually a follow-up system problem
• (00:23:00) Coaching buckets: skill issue vs accountability issue vs systems issue
• (00:28:00) Perfection delays growth: start messy, refine as you go
• (00:32:00) Pick one rhythm to strengthen first and stay consistent

Links and Resources:

• Team Leader Secrets by Suneet Agarwal
• Reside Platform
• Reside Platform Website

Thanks so much for joining us this week. Want to subscribe to the Reside Platform Podcast? Have some feedback you’d like to share? Connect with us on Spotify, Apple Podcasts and YouTube to leave us a review!