For many Canadian real estate brokerages, the past year has presented a uniquely complex landscape, defined by shifting market conditions across the country. For British Columbia-based brokerage Royal LePage® ELITE West, it was especially transformational, marking their first full year under the Royal LePage® banner. Led by owners Terri Spilsbury and Josh Bath, the brokerage embraced a bold new chapter during an uncertain time for Canadian real estate: transitioning its offices of more than 180 real estate agents to a new brand after parting ways with their former U.S. franchisor.

“We transitioned to Royal LePage during one of the toughest markets we’ve ever faced,” said Spilsbury. “But, our mostly seamless move was made possible with the strength of a reputable Canadian brand, the dedicated support of various departments within the company, and the credibility of a trusted household name.”

Despite the challenges and hurdles the brokerage had to overcome during their move, Spilsbury and Bath saw immense opportunities for their business, their agents and the clients they serve. Royal LePage ELITE West has emerged stronger and more connected than ever before. Reflecting on the transition, Spilsbury highlights key accomplishments, valuable insights, and the meaningful progress the brokerage has made over the past 14 months.

Overcoming challenges and building trust

While the transition to Royal LePage was smooth, it wasn’t without its growing pains. “The biggest challenge for us was adapting to new systems,” said Spilsbury. “We moved from a very controlled, cumbersome month-end process to something more simple and streamlined. It was a positive shift for our business, but like any major change in processes, it took a while to adapt. That said, now that we have our systems in place, it’s made all the difference for our operations.”

To make the brand transition easier for their agents, the brokerage made one-on-one communication a top priority. “Josh called each of our agents on our roster personally to address their unique questions and concerns, and understand what support they needed to set them up for success. This outreach was critical to a successful move,” she added.

By encouraging their leading agents to share their positive feedback in meetings and online forums, the leadership team helped foster trust and confidence in the change. Alongside these conversations, the brokerage’s operations team played a key role by guiding agents through the technical and administrative tasks of the transition, ensuring minimal disruption to their day-to-day business.

Rebuilding culture through genuine connection

In the years following the pandemic, after working hard to sustain morale and foster a strong culture remotely, rebuilding personal connections became a top priority for Spilsbury, Bath and their leadership team. “The culture of an office is paramount. We saw relationship-building as the core driver of our business’s success,” she said. “To us, culture means connecting in person and providing support through education and peer sharing.”

This people-first philosophy not only shaped their approach to client service, but also became a guiding force internally, informing how they supported agents through the brand transition and how they continue to nurture their people. “Any opportunity to strengthen a relationship through a genuine, personal touch point is essential,” she added.

Education and the tools that make a difference

One of the most impactful resources the brokerage leaned on is Royal LePage’s learning and development tools. 

“Our agents and leadership have had a really positive experience diving into the abundance of learning opportunities, from on-demand online classes and access to national trainers who delivered timely, in-person sessions that were truly hands-on and addressed our unique needs,” Spilsbury noted. “It was especially critical to have this level of support while navigating a difficult market that we were not used to, giving our team confidence to keep moving forward and find opportunities.”

Looking ahead

With a full year behind them, Royal LePage ELITE West is optimistic about the road ahead. The transition to Royal LePage has not only enhanced productivity and agent support, but it’s also solidified their commitment to relationship-driven service.

“A change of brand for a brokerage is no small feat – you have to be ready for the operational and emotional changes you and your team will inevitably experience. We are extremely happy with our decision to make the move to a truly Canadian-based brand with leadership who are forward-thinking and invested in the success of their franchisees,” said Spilsbury.

Since joining Royal LePage in March of 2024, Royal LePage ELITE West has welcomed over a dozen new agents, demonstrating clear growth in a competitive market. The brokerage has also expanded its physical footprint, relocating its headquarters to Coquitlam and enlarging its Maple Ridge branch. Spilsbury added that many agents have noted that the strength of the Royal LePage brand has been well received by their clients, particularly in today’s uncertain market. “The response has been a very positive one,” she said.

Spilsbury and Bath are fully committed to the continued success of the Royal LePage brand. As a member of its Service Advisory Council, Spilsbury helps provide feedback and insights that influence the services offered to its franchise owners and their agents across Canada.

Looking to join a company that offers resources and support unique to your business’s needs? Visit royallepage.ca/franchise-with-us to learn more.​