Million Dollar Team Principle #50:
Your Transaction Coordinator, Listing Coordinator, and Photographer Should Be On Staff—and On Brand
Back in 2011, as I prepared to launch my real estate brokerage, I buried myself in the details—reading every line of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC). At the time, the roles we now know as Transaction Coordinator (TC) and Listing Coordinator (LC) simply didn’t exist in any formal way.
There were no virtual assistants, no outsourced services. Most brokerages had a part-time receptionist, and the top-tier agents might have had a personal assistant. But true, structured administrative support? It was virtually unheard of.
Then the industry began to evolve.
Real estate teams started growing. Production ramped up. Suddenly, teams were closing 100, 200, even 300 units a year.
Pro Tip: Don’t base your decision to hire a TC or LC on revenue or sales volume. Base it on unit count.
As volume increased, one assistant became a bottleneck—trying to juggle listings, closings, and everything in between. Naturally, the role split into two distinct functions: the TC and the LC. And these roles didn’t just streamline operations—they elevated the entire client experience.
More Than Task Managers—They’re Brand Ambassadors
The best TCs and LCs aren’t just checking boxes. They are licensed professionals (who don’t sell and don’t want to sell) acting as an extension of your team’s voice, tone, and professionalism. And it’s essential that you never ask them to sell—they serve a completely different, equally valuable function.
They calm nerves.
They anticipate problems before they happen.
They answer questions before they’re asked.
They show up.
These are not commodity roles. They’re not interchangeable. Their work isn’t just science—it’s art.
The Outsourcing Temptation—and Its Cost
As demand for these roles increased, so did the emergence of outsourced solutions. Transaction coordination “services” began to pop up everywhere: virtual, pay-per-file, on-demand.
At first glance, it looked like a smart business decision—no benefits, no salaries, no overhead.
But here’s the truth:
What you save in dollars, you lose in value.
When you outsource your TC and LC functions, you’re handing over one of the most critical pieces of your client experience to someone who:
- Has never walked into your office
- Doesn’t know your market or your values
- Isn’t invested in your brand or your mission
And that disconnect is felt by your clients—every single time.
The Proof Is in the Feedback
Over the past 13 years, we’ve carefully tracked every client review and satisfaction score within our real estate team. And do you know which two roles consistently rank the highest in client praise?
Transaction Coordinator and Listing Coordinator.
Why?
Because they’re:
- On staff
- Trained
- Licensed
- Committed
- And most importantly—they care
They’re not just completing files. They’re building trust, enhancing reputation, and delivering a seamless experience, start to finish.
Want a Million-Dollar Team?
Then build one like it.
Hire your TC.
Hire your LC.
Hire your photographer.
Make them part of your brand and your in-house culture. Invest in them the way you invest in your agents. When you do, you’ll notice something remarkable: your client experience becomes unforgettable—and your business becomes unstoppable.
By Nick McLean
Founder & CEO, Nick McLean Real Estate Group
