“From the beginning, we wanted RETSY to feel different,” said Chris Morrison, CEO and founding partner of RETSY. “We wanted it to look, sound, and perform like a modern luxury brand, not a traditional brokerage.”

That vision helped RETSY surpass $1 billion in sales volume within its first 16 months. Today, the Phoenix-based brokerage has closed more than $5.1 billion in total sales. The full story behind that growth, including the systems that supported it, is detailed in a new case study available here.

Growth Reveals the Cracks

Rapid growth has a way of exposing what isn’t built to scale. As RETSY expanded, leadership realized that relying on disconnected tools for marketing, CRM, and analytics made it harder to maintain consistency and control.

“The growth happened fast,” Morrison said. “We knew if we didn’t build the right systems early, we’d spend all our time catching up instead of leading.”

RETSY turned to Rechat to consolidate those workflows into a single platform, giving agents faster execution and leadership clearer visibility into what was working.

“When I see that a top agent opened one of our emails 11 times, I know that’s someone I should call,” Morrison said. “Those are the kinds of conversations that lead to deals.”

Rechat also addressed a critical brand concern. “I told them we needed everything white-labeled so every email looked like it came directly from RETSY,” Morrison said. “They listened and built it. That responsiveness meant a lot.”

What Changed After Rechat

The full case study outlines the details, but the results were immediate and measurable.

After implementing Rechat, RETSY saw:

• More than 70% agent adoption
• Listing marketing reduced from hours to minutes
• Greater visibility into agent and client engagement
• Stronger recruiting driven by consistent, polished marketing
• Scalable systems that supported growth beyond $5.1 billion in sales

Why Brokers Should Read the Full Case Study

RETSY’s story isn’t about chasing volume, but about building systems that protect quality while enabling growth.

“We don’t want to be the biggest. We want to be the best,” Morrison said. “Every agent, every listing, every email has to reflect that.”

The full RETSY case study breaks down how leadership, training, and the right technology came together to support one of Arizona’s fastest-growing luxury brokerages.

Download the full case study here.

The post The $5.1 Billion Blueprint: How RETSY Scaled Luxury Without Slowing Down appeared first on WAV Group Consulting.

In a new case study, Carolina One Real Estate details how it consolidated its tech stack with Rechat, streamlined workflows across 18 offices, and achieved a 65 percent agent adoption rate, all while strengthening its people-first culture.

President and CEO Michael Scarafile understood that adoption depends on ease of use. “There are some things that will allow agents to do 47 different things, but they’re not going to do 47 different things,” he said. “I’d rather focus on doing 10 or 12 things really well and getting a much higher adoption level, which we really have with Rechat.”

From Chaos to Clarity

Before Rechat, Carolina One’s agents used a patchwork of systems that fragmented their work and diluted the company’s culture. Rechat changed that by merging marketing, CRM, MLS integration, and AI-powered content creation into one cohesive platform. The shift helped agents focus more on people and less on process, a perfect fit for a brokerage that has built its reputation on relationships.

Results at a glance:

• 65% agent adoption, far above the industry average
• Agents voluntarily pay for Rechat, signaling true satisfaction
• AI assistant “Lucy” cuts marketing creation time from hours to minutes
• Unified communication and branding across 18 offices
• Lower tech costs, with one agent noting Rechat costs less than Canva
• 1,200+ agents working under one connected system

A Simpler Way Forward

Carolina One’s results show that efficiency and culture don’t have to compete. The right platform can elevate both. By focusing on simplicity, leadership built a framework where agents feel empowered, clients stay connected, and the brokerage thrives.

For brokerages focused on connection as much as production, Carolina One’s journey shows how the right technology can reinforce both. Download the full report to discover how Carolina One aligned innovation with culture.

The post Simpler Tech, Stronger Culture: Inside Carolina One’s 65% Adoption Win appeared first on WAV Group Consulting.

A new case study from Rechat explores how the brokerage made it happen, and what other firms can learn from the strategy behind its scale.

One Platform, Built to Scale

When growth is the goal, the tech stack can’t hold you back. That’s why SERHANT. turned to Rechat, a unified platform that combines CRM, marketing, automation, listing data and AI designed specifically for real estate workflows.

“We needed a tool that could solve practical problems like CRM and email marketing… at scale,” said Coyne, SERHANT.’s chief experience officer.

Since adopting Rechat, SERHANT. has grown from under 100 agents to more than 1,200, with a 99% retention rate — well above the industry average. During that same period, the company’s sales volume grew from $1 billion in 2021 to $5.3 billion by mid-2025, with a top 40 brokerage finish projected by year’s end.

What Rechat Delivers at Scale

The case study details how Rechat’s infrastructure helps SERHANT. enter new markets quickly, deliver consistent branding, and support agents across the full sales process. Among the firm’s findings:

• Agents who use Rechat consistently generate 32% more revenue than those who do not. 
• 66% of agents at SERHANT. have adopted the platform, driven not by mandates, but by measurable results. 
• The brokerage covers the cost of Rechat for agents because, as Coyne puts it, “The ROI speaks for itself.”

Read the Case Study

For a deeper look at how Rechat helped SERHANT. grow revenue, expand markets, and strengthen agent retention, read the full case study here.

Whether you’re looking to grow faster or simplify operations, this is one example worth studying.

The post How SERHANT. Scaled While the Industry Stalled — And the Technology That Helped Fuel It appeared first on WAV Group Consulting.

Rising insurance premiums and coverage changes are putting flood risk in the spotlight. Flood damage often isn’t covered by standard homeowners insurance, which makes consumer awareness even more critical. Buyers are increasingly asking not just if a property is in a flood zone, but what that means for their long-term costs and protection.

Our 2025 WAV Group Natural Disaster Homeowner Sentiment Survey makes it clear that the expectation falls squarely on agents. When homeowners were asked who should disclose flood risk, real estate agents came out on top—well ahead of inspectors, appraisers, or local governments. 

The challenge is that agents can’t meet this expectation without the right tools and support. MLSs and brokers can help by integrating flood risk data into listings, offering training on interpreting FEMA maps, and providing clear disclosure templates that agents can use with confidence.

It’s not just about checking a box. Helping agents meet this expectation strengthens credibility, reduces risk, and shows clients you’re on top of what matters most.

Get the full report

The 2025 WAV Group Natural Disaster Homeowner Sentiment Survey is packed with actionable insights for MLSs, brokers, and agents.

CLICK HERE TO DOWNLOAD YOUR COPY!

The post Real Estate Agent’s Need to Lead the Natural Disaster Risk Education Process appeared first on WAV Group Consulting.

When owners try to go it alone, two mistakes happen almost every time. First, they overvalue their firm because they’re too close to it. Second, they often undersell, leaving money on the table because they don’t know how to position the company or connect with the right buyers.

What strong preparation looks like

If you think an exit might be in your future—whether that’s two years away or ten—there are a few disciplines that matter most:

• Keep clean financials. Buyers want to see profitability, growth, and consistency. Sloppy books will lower your valuation.
• Know your worth. Commissioning a professional valuation on a regular basis gives you a realistic view of what your company would command in today’s market.
• Build relationships early. The best deals come together when there’s already trust between buyer and seller. Cultivate connections with peer brokerages long before you consider a confidential conversation about selling.

These steps aren’t just theory. They are spelled out in detail in our book Acquiring More Profit and the companion workbook, which walk you through the process of preparing your brokerage for either side of a transaction.

How WAV Group M&A helps

Our M&A practice is a full-service representation for brokerages of all sizes, working with firms who are ready to grow through acquisition or owners planning for a successful exit. We guide clients through valuations, deal structuring, buyer identification, and negotiations—all with the goal of maximizing the outcome and protecting your legacy.

This week, Victor Lund held a seminar on brokerage M&A at the Florida REALTORS conference. If your organization would like to host a similar conversation, he is happy to speak at brokerage forums and leadership meetings to help firms better understand how to plan for growth or prepare for a successful exit. Fill out the contact form below.

If you’re thinking about buying or selling, don’t wait until the moment you’re ready to act. Start by downloading our book or reach out below to our team of M&A experts to talk through your plans. The best exits are built well before the “For Sale” sign ever goes up.

The post Don’t try to sell your brokerage on your own appeared first on WAV Group Consulting.

The same shift is happening with floor plans. Our new WAV Group Floor Plan Consumer Interest Survey shows just how far consumer demand has grown. 82% of buyers believe the industry should require a floor plan on every listing.

And it’s not just about meeting expectations. Floor plans deliver results:

• Higher engagement
• Longer time spent on listing pages
• Stronger buyer interest

Buyers say floor plans help them picture life in the home, understand the layout, and make faster, more confident decisions. Sellers see them as a sign of professionalism.

Forward-thinking MLSs are already taking action. Some are making floor plans standard—and seeing positive results in consumer engagement almost immediately. Technology has made creating them simple, quick, and affordable. In many cases, it takes less than five minutes.

If photos are the baseline, floor plans are the next step in staying competitive and delivering what today’s buyers want.

[Download the WAV Group Floor Plan Consumer Interest Survey] and see the data for yourself.

The post Pictures Are Required. Floor Plans Should Be Too. appeared first on WAV Group Consulting.

It’s a hard truth, but one that WAV Group has seen play out again and again. That’s why we created a new resource: Principles and Concepts for Operating a Successful Real Estate Brokerage. It’s a guide built from decades of firsthand consulting experience with some of the most profitable and strategically sound firms in the industry.

We’ve worked with brokerages of all sizes. Some were thriving. Others were barely holding on. The difference wasn’t market size, brand, or even production. It was leadership.

Here’s what the top-performing firms are doing that others miss:

• They don’t run solo. Profitable brokerages are built on strong leadership teams that work together, not one person trying to do it all.
• They use their data. Business intelligence isn’t just a buzzword. It’s the foundation for better decisions on recruiting, compensation, and operational strategy.
• They rethink comp plans. Growth without margin isn’t success. Smart comp structures reward performance while protecting the bottom line.
• They diversify their revenue. Top firms earn more than just commission. They build in profitability with transaction fees, retention programs, affiliated services, and a system for referrals and repeat business.
• They evolve constantly. The most successful brokerages invest in tools, tech, and training. They don’t wait until something breaks to fix it.

This guide, co-authored by WAV Group founding partner Victor Lund and brokerage profitability expert Ron Hurak, CEO of LanTrax, Together, this work distills these insights into actionable strategies you can apply today.

If you’re serious about running a smarter, more resilient brokerage, start here.

Get the Guide: Principles and Concepts for Operating a Successful Real Estate Brokerage
Use code Profit to download it for free for a limited time.

The post What Makes a Brokerage Truly Profitable? Here’s What the Top Firms Do Differently appeared first on WAV Group Consulting.

Executives are working hard to improve operations, update technology, and deliver value to members. The Board wants to support those efforts but often has a different sense of what’s working and what’s not.

That disconnect isn’t about politics or poor leadership. It usually comes down to something much simpler: a lack of shared data.

When no one’s hearing directly from the customer, or when feedback is anecdotal and scattered, everyone fills in the blanks based on their own experience. Priorities get cloudy. Meetings become reactive. Major decisions get made without a clear view of what really matters to the brokers and agents you serve.

Customer feedback solves that, but only when it’s structured, benchmarked, and honest.

That’s why we created the Customer Experience Index (CXI). It’s the industry’s most robust customer benchmarking program, built to give MLSs a trusted, repeatable way to track satisfaction, measure impact, and align leadership around what matters most.

NoCoast MLS has been using the CXI program for years. What’s different about their approach isn’t just that they survey their members regularly. It’s that they use the results to drive strategy, not just sentiment.

Their executive team and Board work together to review findings, compare scores to benchmarks across the country, and prioritize the improvements that matter most. That shared understanding has turned customer feedback into a leadership tool.

It’s not just about collecting opinions. It’s about building alignment.

Hear how they did it!

In our upcoming session, Listening That Leads to Loyalty: The Customer Research Strategy That Changes the Game for Customer Satisfaction, NoCoast MLS Director Les Sulgrove and Board President Shaner Magalhães will share how the CXI helped create alignment between staff, leadership, and subscribers and what other MLSs can learn from their experience.

We’ll cover:

• What the CXI actually measures and how those KPIs support better decisions
• How benchmarking can make internal conversations more productive
• Why the Board leaned in once they saw how the data could drive results

If your MLS is navigating internal misalignment, or simply looking for a better way to listen, this session will show what’s possible when everyone is working from the same set of facts.

The post When MLS Leaders and Boards Pull in Different Directions, Progress Stalls appeared first on WAV Group Consulting.

So where does that leave local and regional brokerages trying to create a website that can compete for attention for real estate consumers?

We want to hear from you in the WAV Group Broker Survey.

What are the “gotta-have” features that make a broker website stand out today? 

How does a brokerage compete against AI-enabled property search and websites that include every real estate property in the country?  Rich AVMs and affordability calculators? Agent search? Mortgage guidance? Neighborhood guides? Interactive maps? 

Or is it something else entirely that you wish your site could offer—but doesn’t yet?

How do you generate leads without a national ad budget? What online strategies have actually worked for your firm? Are you getting the listing exposure and leads from your website or do you find yourself relying on social media, email marketing, or portal referral programs where you give you almost half of your commission? 

If you’ve ever wondered why broker websites have a tough time optimizing their online presence this is your chance to speak up. We’re collecting broker feedback on what works, what’s missing, and what brokerages truly want and need to build a high-performing, lead-generating website. 

Take this 3-minute survey and help us reimagine broker websites. 

Take the Survey Now

The post What Does It Really Take for a Broker Website to Compete with the Portals? Share Your Perspective appeared first on WAV Group Consulting.

We’re inviting real estate brokerage leaders like you to take a short, confidential survey about your feelings on your website and the importance of the role it plays in your brokerage’s success. 

This is your chance to share what’s working and what’s not, so we can help vendors understand how to deliver more powerful, cost-effective tools that deliver. 

Take the WAV Group Broker Website Survey Now

Today’s consumers look to national portals like Zillow, Redfin, and Realtor.com first. Their expectations are high for usability, information and search. 

Can your brokerage website hold its own against those online powerhouses? Do you view your website as a core driver of business, or more of a digital brochure to check the box?

This survey is designed to uncover:

• Whether brokers still see value in their websites—or are moving spend elsewhere
• What online marketing strategies brokers are prioritizing in a slower market
• How your website contributes to recruiting, retention, brand trust, and lead gen
• What you wish your website did better
• How much brokers are cutting back—if at all—on their website investment

If your site isn’t helping you win new clients, keep your agents, or grow market share, it’s time to rethink what should be expected from a modern brokerage website. But we need your voice to spark that change.

Tell us what’s helping you stand out—and what feels like wasted spend.

Click here to take the survey

Your feedback will be used to help website providers better understand the evolving needs of brokers from branding to search to SEO and beyond. 

If you’re proud of your site, we want to hear why. If you’re not, we want to know what’s holding you back. And if you’re spending less on your website today than in years past, we’d love to know where you’re shifting that budget instead.

This is your chance to influence the next wave of brokerage website innovation.

Take the 5-minute survey now and help shape smarter, more effective online solutions for brokers like you.

The post Does your brokerage website make you cringe? appeared first on WAV Group Consulting.

Is my website really pulling its weight?

To help answer that question, we’re launching a nationwide survey to get honest, data-backed insights from brokers of all sizes—from small independents to regional powerhouses and national franchises. And we want to hear from you.

This 3-minute survey is designed to uncover what brokers are really thinking when it comes to their web platforms:

• Are broker websites still worth the ongoing investment?
• What criteria are brokers using today to select their website provider?
• How are brokers measuring success from brand visibility to consumer engagement to agent satisfaction?
• What features are must-haves, and what’s just fluff?
• Which vendors are actually delivering real value?

We’ll also be identifying which website providers are earning the highest satisfaction scores—and what factors are driving broker loyalty and results.

There’s no one-size-fits-all answer, and that’s exactly why your input is so important. Whether you’re running a boutique office in a single market or overseeing multiple locations across state lines, your experiences matter.

This research will help website developers understand what brokers truly need today—and where there’s room to improve. By participating, you’ll be helping to shape future enhancements, features, and pricing strategies that work for you, not just the tech team.

Why Participate?

• You’ll receive a $10 gift card as a thank you
• Your 3-minute feedback will directly influence the future of broker website technology

We believe every broker deserves a website that works as hard as they do. Whether your site is a recruiting magnet, a lead engine, or just a digital business card, this study will help clarify what success looks like—and how to get there.

Take the survey now

Thanks in advance for your candid feedback. Let’s raise the standard together so brokers everywhere can benefit from smarter, more effective digital tools and compete effectively. 

The post Are Broker Websites Still Worth the Investment? We Want Your Perspective appeared first on WAV Group Consulting.

For decades, REALTORS® have relied on traditional 9-to-5 office support from their associations. But the modern real estate professional no longer works on a banker’s schedule. They need answers fast, whenever and wherever their business takes them. That’s why the Greater Rochester Association of REALTORS® (GRAR) turned to artificial intelligence.

WAV Group interviewed Jim Yockel, CEO, Greater Rochester Association of REALTORS® to learn more. To download the full interview click HERE.

ARDI, an AI-powered support tool developed by Voiceflip and deployed by GRAR in October 2024. ARDI stands for “Accessible REALTOR® Data Interface,” and it has rapidly become a cornerstone of GRAR’s support model. In just a few months, over 24% of GRAR’s 3,200+ members have used it, logging more than 5,500 interactions. What’s more compelling? A whopping 75% of those interactions now happen outside of office hours.

“Knowing that REALTORS® work anything but a 9-to-5 schedule, we needed to provide support that matched their workflow,” said Jim Yockel, CEO of GRAR. “With ARDI, we can do exactly that.”

Accessible via voice, text, WhatsApp, Facebook Messenger, and even a local customer support number, ARDI gives members the freedom to ask questions in plain language and receive answers instantly. From CE class information and registration to showing instructions and municipal regulations, ARDI is like having a support desk in your pocket.

Even more impressive is its language capability: ARDI supports 25 languages, making GRAR’s support services inclusive, equitable, and responsive.

As a result, not only has ARDI expanded GRAR’s service hours—it’s also redefined what responsive, member-first support looks like in the modern age.

If you would like to download the full interview click HERE. 

If you would like to learn more about ARDI, click HERE

If you would like to learn more about how WAV Group can help you learn how to leverage AI in your Association or MLS, please fill out the following:

The post How ARDI Is Enabling 24/7 Member Support for Greater Rochester Association of REALTORS appeared first on WAV Group Consulting.