Staff Spotlight: Juliet Frank, Lead Instructor

Juliet Frank is our education guru. As IRES’ Lead Instructor, Juliet manages all our educational offerings – like webinars, continuing education, certifications – to help our subscribers enhance their skills, remain current with evolving marketplace trends and best practices, and effectively serve their clients. She also helps oversee our customer support team, making sure IRES is responsive to subscribers and delivering on our promise to always provide excellent customer service.

After nearly 13 years with IRES, Juliet has successfully navigated the cyclical real
estate industry and helped IRES come out stronger for its subscribers.

Get to know Juliet better through a Q&A:

How has your role changed, if at all, with the rise of mobile tools and platforms for real estate professionals?

I’m a big fan of technology, especially in our industry. Our subscribers have an
on-the-go workstyle and anything that can make that easier or more
streamlined is going to be better for their business.

To be able to help our subscribers stay on top of new technologies and changes,
IRES first needs to be up to speed on the tools and third-party partners needed
to help our subscribers best serve their clients. So, I start with educating our
staff and leadership, then collectively we’re able to train our subscribers on
how to utilize the new platforms to their advantage.

What’s your favorite part about your job?

I love helping people! The work I do directly helps our subscribers be more
successful at their jobs, their livelihood. And if you take it a step further, I’m
helping people get into their dream homes – how rewarding is that?!

I love that lightbulb moment when something clicks or when subscribers get
really excited about something. In those moments, I know I’ve made a
difference with my teachings.

On a more personal level, this job has pushed me outside my comfort zone and
helped me grow personally and professionally. I was initially hesitant to take on
this teaching role, but I’m so glad I took the leap and have been able to
continually grow alongside IRES, taking on more leadership over the years.
That personal fulfillment is part of the reason I’ve stayed with the company for
so long – that and because it’s a great place to work filled with great people!

How have recent changes in the industry, such as the NAR settlement,
changed things for subscribers and for you, in your role?

There have been a lot of adjustments, big and small, that we’ve needed to
navigate together. The amount and rate of change has understandably
frustrated people so it’s our job to help provide clarity and support.

We do that by making sure we’re available and equipped to answer questions or
help subscribers find solutions to the challenges they’re facing. It’s always our
responsibility to make sure subscribers have the tools needed to best serve
their business and their clients and that they understand how to use those
tools; changes in the industry simply heighten that.

The only difference is that IRES also needs to communicate how the change will
impact subscribers’ IRES account and the service we provide them. Whether
it’s by adding additional classes on certain changes to the system or by sending
out written communications to explain the change and what it means, I think
IRES does a good job of keeping lines of communication open with subscribers.
I’m of the mindset that if we, IRES staff and leadership, lead with patience,
understanding and empathy, we can help subscribers overcome any challenge
or change.

How does IRES add value for subscribers?

IRES is committed to delivering excellent customer service and I take great
pride in making sure subscribers feel that.

Whether it’s through our free classes and education center offerings or
ensuring our support team is always equipped with what they need to meet
subscriber needs, everything we do at IRES is rooted in that subscriber-centric
commitment.

I think another thing that’s unique at IRES is that we value subscriber
feedback. IRES leadership, staff and our development team actively seek out
and review subscriber feedback to understand their needs and determine what
we should address and how. We drill down to the root problems subscribers are
facing so we can develop the right solutions.

In my role, every time I teach a class, I ask participants for feedback they’d like
to see in our system, and I encourage them to provide feedback via the website.