Onboarding is everything: why top brokers and agents don’t leave it to chance.

If there’s one thing 2025 has made clear, it’s this: the industry rewards those who are prepared. That means having systems, service and strategy in place – long before you need them. And nowhere is that more important than in your onboarding.

The best in the business? Brokers and agents are treating onboarding like a revenue-generating system.

Let’s break it down.

Onboarding agents like it’s a business plan.

For new agents, proper onboarding can make or break the beginnings of your careers.

Renowned real estate coach Tom Ferry states that “according to the National Association of Realtors (NAR), failure is defined as those who get a real estate license and then leave the industry within the first five years. According to them, 75% of real estate agents fail within the first year, and 87% fail within five years.”

That’s why top brokerages in 2025 are moving away from “sink or swim” just to get more agents through the door. Instead they’re focussing on structured, high-touch onboarding programs designed to get agents productive fast, stay educated on compliance issues – and keep them loyal. People don’t remember what you did for them, but they remember what you continue doing for them.

As we know, high tides raise all boats and if there’s one thing we need to do in 2025 as an industry, it’s raise the bar on professionalism.

So what are top brokers offering agents?

1. A robust success learning plan:

• Learning buckets broken down into categories like business planning, lead generation, client management and marketing techniques.
• Week-by-week checklists including training modules, mentorship calls, lead response time targets and transaction practice scenarios.
• Access to a library of pre-recorded training sessions covering various aspects of real estate transactions and marketing strategies.
• Live training sessions to discuss and train the most recent industry impacts and changes.

2. Access to pre-built digital tool kits.

• Brokerages are giving new agents a white-labeled Canva or CRM-integrated listing or buyer presentation that’s plug-and-play, ready to go as soon as they get their first call, instead of telling agents to “go build your own” and not knowing where to begin.

3. On-demand tech setup and lead routing.

• To help with this, many offices are hiring special helpers like onboarding coordinators or virtual assistants (VAs). These people make sure everything is ready for the agent to do their job right away.

4. Weekly coaching calls.

• Led internally or through external partners.
• Brokerages are offering access to live Zoom sessions focused on scripts, objection handling, interpretation of market conditions and personal branding strategies.

The brokerages with the best onboarding and learning experiences aren’t waiting for talent to prove themselves, they’re proving why talent should join and stay at their brokerage.

Onboarding clients like it’s a VIP experience.

Top agents in 2025 know that onboarding isn’t just signing a buyer agreement or getting pre-approval, and then waiting for clients to say, “I want to go see this house!” It’s designing and executing an experience that builds trust, reduces friction and sets realistic expectations.

Here’s how elite agents are onboarding their clients in 2025.

1. Automated "Welcome Kits" within 12 hours of first contact.

• This can be delivered via email or text with:
  • A personalized video intro (“Here’s what to expect when working with me…”). Loom and Bomb Bomb are great for these types of videos. Smartphone technology makes it so easy to use that you can even just record and it’s ready to send!
  • A downloadable buyer or seller guide. Don’t skip this! Leverage the guide steps throughout the whole process. Pro tip: take each part of the guide and break it into templated emails you can send along the way, filled in with client specific information.
  • A calendar link for next steps (home tour prep or pricing strategy, for instance). Pro tip: a visual calendar is a great tool for Homeseekers who like to plan their calendar out in advance!

2. Onboarding survey, style and lifestyle intake.

• Think beyond the budget. Agents who leverage onboarding surveys and questionnaires about commute preferences, schools, natural light and future plans will be able to better deliver a targeted, lifestyle driven search experience to prospective clients. The outcome? Prospective clients will appreciate the extra mile to fully understand their lifestyle needs.

3. Proactive deal timeline and weekly status updates.

• Timeline emailed at offer acceptance. Agents help people write offers and manage deal timelines all the time. Acknowledge all of the different steps in the transaction process that are worth celebrating, and what next steps are going to be. Regular updates help clients feel communicated with and help them better understand the nuances of every part of the transaction. In my experience? More communication is better. Spend some time drafting customizable templates so you know exactly what things you need to communicate.
• A short weekly Friday summary with what’s done and what’s next. Our REW One members? They receive weekly market updates on how their listings are performing on REW.ca (shares, views and enquiries submitted on their listed properties). This is a great way to show sellers how your marketing strategies are working to get their listing in front of the most viewers.
• Agents using CRMs like Follow Up Boss, Brivity, KV Core or Pipedrive are automating updates to go out every seven days, keeping clients calm and engaged. Don’t worry if you don’t use any of these – the best CRM is the one you’ll actually use in your business.

4. Client concierge services.

• Think of the “end-to-end” client experience. Offering a curated list of trusted service partners can include (but not limited to) movers, cleaners, stagers, notaries or insurance brokers. Don’t just make up a list though. Have you used them personally? Did your existing clients have a great experience with them previously that you can share?
• Remember, it’s not just about the home; it’s about the neighbourhood. The best agents I know are building “welcome home” partnerships with local businesses for added value to make their clients feel welcome at every level of their move.

In 2025, Homeseekers want guidance, speed and confidence and competence. An agent who communicates clearly and anticipates needs isn’t just impressive, they’re unforgettable.

The bottom line.

In this market, a sloppy or nonexistent onboarding process is a liability to your business. It wastes time, costs money and risks losing trust before the first deal is even underway.

The best brokerages and agents right now are treating onboarding as part of the brand promise – one that shows up in consistency, clarity and follow through.

Whether you're scaling a team or scaling your reputation, here's your play: systemize your first impression. Because onboarding isn’t a nice-to-have; it’s the first step in building a business that lasts.