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C3 Essentials
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C3 Essentials · Module 04
Transaction Management.
A great transaction does not begin when the contract is signed. It begins with an organized client record, clear communication and a repeatable process. Module 4 teaches the Coast to Coast Collective workflow from the first buyer or seller relationship through contract, closing and after-closing.
C3 Listing Workflow Standard
Pre-Listing + Active Listing = Agent-Owned. TC Responsibilities Begin After a Fully Executed Purchase Contract.
The Listing Agent owns seller onboarding, listing preparation, MLS setup, launch, active-listing management and seller strategy. Once a purchase contract is fully executed, the Transaction Coordinator begins the assigned contract-to-close workflow.
Module Goal
Know the Workflow Before the Transaction Starts.
Client · Agent · TC · Lofty · REZen · Closing
By the end of Module 4, you should understand how a C3 buyer or listing moves through the transaction lifecycle, what the Agent is responsible for, when the Transaction Coordinator enters the workflow and how the transaction is documented from beginning to end. Your goal is not simply to get to closing. Your goal is to run an organized transaction that gives the client a professional experience at every stage.
Coast to Coast Collective
Transaction Standards.
Lofty is the Coast to Coast Collective operating record for the client and the transaction. From the first conversation through closing and after-closing, the information needed to understand and manage the relationship should be maintained in Lofty. If it involves the client or the transaction, it belongs in Lofty.
C3 Operating Record
Lofty
Lofty follows the relationship from the initial lead or seller conversation through the full transaction lifecycle. Client information, communication, documents, transaction details and relationship history stay connected to the client record.
Brokerage Compliance
REZen
REZen is used for Real Broker transaction submission, brokerage compliance, broker review, required documentation and commission processing. REZen does not replace the client and transaction record maintained in Lofty.
Two Client Paths
Buyer & Listing Transactions Start Differently.
Buyers and sellers have different front-end workflows, but once a purchase contract is fully executed, the contract-to-close process begins to converge.
Buyer Path
Relationship → Contract → Close
Buyer workflow begins before an executed purchase contract with consultation, financing, search activity, showings and ongoing relationship management.
Listing Path
Seller → Listing → Contract → Close
The Listing Agent owns the seller relationship, listing preparation, launch and active-listing management until a purchase contract is fully executed.
Agent Responsibility
Own the Listing Before Contract.
The Listing Agent owns the client relationship, strategy and the full listing workflow through the Active Listing stage. The Agent also retains all responsibilities that require professional judgment, advice and negotiation after contract.
- Seller onboarding and listing appointment
- Listing agreement and disclosures
- Photography and property preparation
- MLS entry and listing accuracy
- Marketing and ShowingTime setup
- REZen listing compliance
- Lofty listing transaction setup
- Seller updates and listing strategy
- Offer review and counteroffers
- Inspection / repair / credit negotiation
Transaction Coordinator
Begin After Executed Contract.
The Transaction Coordinator begins the assigned contract-to-close workflow once a purchase contract is fully executed and the file is handed off. The TC supports coordination. The TC does not replace the Agent.
- Receive executed contract / file handoff
- Enter contract dates and details into Lofty
- Coordinate inspection access
- Confirm earnest money delivery
- Confirm appraisal scheduling
- Confirm closing appointment
- Confirm clear-to-close status
- Complete pre-closing seller call
- Obtain final closing figures
- Complete closing-day file tasks
- Upload final documents
- Assign the After Closing checklist
Important
The Executed Contract Controls the Deadlines.
Checklists and transaction systems help organize the process, but contract-driven deadlines and milestone timing are governed by the executed contract. The transaction record should reflect the actual terms and dates of the signed agreement. For listing transactions, the fully executed purchase contract also marks the start of the C3 Transaction Coordinator workflow.
Module 4 Lessons
Follow the Transaction from Beginning to End.
Module 4 follows the actual Coast to Coast Collective workflow rather than teaching transaction management as disconnected topics.
01
Coast to Coast Collective Transaction Standards
Understand the standards that govern how C3 client and transaction information is maintained, documented and managed.
Everything Goes Into Lofty →02
Buyer Workflow
Active buyer setup, consultation, financing, searches, showing activity and relationship management.
Buyer Path →03
Listing Workflow
The Agent-owned listing workflow: seller onboarding, listing preparation, MLS setup, launch, marketing, showings and active-listing management.
Agent-Owned Listing Path →04
Going Under Contract
Executed purchase contract, seller congratulations, Agent-to-TC file handoff, Lofty contract setup and beginning the contract-to-close workflow.
Agent → TC Handoff →05
Dates & Transaction Timeline
Understand important contract dates, milestones and transaction tracking throughout the contract-to-close process.
Timeline →06
Inspection & Repair Workflow
The TC coordinates inspection access. The Agent reviews findings with the seller, negotiates repair or credit requests and coordinates agreed seller repairs.
Due Diligence →07
Lender & Appraisal Coordination
Appraisal scheduling, financing milestones and transaction follow-up as the contract moves toward closing.
Financing Workflow →08
Title, Escrow & HOA Coordination
Earnest money confirmation, title communication, HOA requirements and closing-document coordination.
Title & Escrow →09
Pending & Clear to Close
Agent confirms the seller's moving timeline. TC confirms the closing appointment, clear-to-close status, pre-closing seller call and final closing figures.
Closing Prep →10
Closing Day
Final client touchpoints, closing-day completion and confirmation that the transaction has reached closing.
Closing →11
File Closeout & After Closing
TC confirms closing-day completion, uploads final documents and assigns the After Closing checklist.
After Closing →12
Cancelled / Terminated Transactions
When a listing or purchase contract does not proceed to closing, the Agent documents the cancellation reason, confirms earnest money disposition and manages the listing or marketing disposition.
Alternate Path →The C3 Transaction Mindset
Never Reconstruct a Transaction Later.
A well-managed file should tell the story of the client and transaction while it is happening. The Agent keeps the client and listing record current throughout Pre-Listing and Active Listing. Once the purchase contract is fully executed, the TC begins the assigned contract-to-close workflow. Lofty remains the common operating record throughout the entire relationship.
Module 04 · Step 02
Buyer Workflow.
Your buyer workflow starts long before anyone writes an offer. This is where you build the client record, learn the buyer, create the search, establish your follow-up and organize the showing experience. Build it correctly now — and offer day gets a whole lot easier.
C3 Buyer Standard
The Relationship Starts in Lofty.
Your phone is not your CRM. Your inbox is not your CRM. Your memory definitely is not your CRM.
As soon as a buyer becomes an active relationship, begin building their client record. Contact information, notes, financing, preferences, searches, appointments, documents and follow-up should all tell one story. When that buyer is ready to write, Lofty should already know who they are, what they want and where they are in the process.
The Buyer Setup Flow
Four Videos. One Clean Workflow.
Work through these in order. Each video builds on the one before it, taking the buyer from a brand-new Lofty record all the way through their first organized property tour.
Add the Buyer Lead.
Start with the foundation. Add the buyer to Lofty, enter the correct contact information, assign the lead appropriately, add useful details and establish the client record. If the relationship has started, the record should exist.
Update the Profile + Build the Search.
Now turn what you learn about the buyer into useful data. Update the client profile, add relevant property information, create their search preferences and activate property search alerts. The better the profile, the better the system can support you.
Build the Follow-Up.
A good CRM does not replace personal communication. It makes sure you remember to do it. Create recurring follow-up tasks, establish your next personal touchpoint and use the appropriate Smart Plan to support the relationship. Automation supports the relationship. It does not become the relationship.
Before You Show A Home
Call. Confirm. Document.
01
Pre-Showing Call
Set expectations before the first property tour. Confirm the plan, timing and how the showing experience will work.
02
Signed Agreement
A Buyer Brokerage Agreement or applicable Showing Agreement must be fully executed before viewing properties.
03
After The Tour
Talk through the homes, capture feedback and update search preferences in Lofty as the buyer's priorities evolve.
Prepare + Send the Buyer Property Tour.
Before the first showing, make sure the representation side of the relationship is complete. Upload the signed agreement, build the property tour, add the tour addresses, organize the itinerary and send it to the buyer. Lofty then creates the showing appointment as part of the workflow.
The Human Side
The System Is Only Half the Job.
Lofty keeps the workflow organized. You still have to know the client, understand the financing and lead the relationship.
Buyer Consultation
Understand the Buyer.
Make the personal welcome call, continue follow-up if there is no response and schedule the buyer consultation. Complete F.O.R.D. discovery and identify the buyer's “Promise.” Use what you learn to shape the search and client experience.
Financing
Confirm Financial Readiness.
Confirm financing status, add lender information and upload the prequalification letter or proof of funds when available.
Communication
Keep the Relationship Active.
Complete the welcome call, pre-showing expectation call, post-showing feedback conversation and a weekly personal check-in while the buyer is actively searching. Automation supports this rhythm. It does not replace it.
You Write
Lofty Buyer Record
Offer Day Should Not Be Cleanup Day.
By the time this buyer is ready to write an offer, the relationship should already be organized.
C3 Buyer Workflow
Build It Before You Need It.
Add the client. Make the call. Schedule the consultation. Build the profile. Create the search. Establish the follow-up. Complete the agreement. Set expectations. Organize the tour. Capture the feedback. When the buyer is ready to write, you should not be hunting for information. Lofty should already tell the story.
Module 04 · Step 03
Listing Workflow.
The listing workflow begins with the seller relationship and continues through preparation, launch and active listing management. The seller, subject property, documents, activity and listing information should remain organized throughout the entire process. Pre-Listing and Active Listing responsibilities are owned by the Listing Agent.
C3 Listing Standard
Build the File Before You Launch the Listing.
An active MLS listing should be the result of an organized listing process — not the beginning of one.
The seller relationship begins in Lofty. Add the seller, subject property, listing documents, referral information when applicable, commission information and relevant relationship notes as the listing develops. By the time the property launches, the seller record and listing file should already tell the story.
Important Ownership Standard
The Transaction Coordinator Is Not Yet in the Contract-to-Close Workflow.
Listing setup and active-listing responsibilities remain with the Listing Agent. C3 Transaction Coordinator responsibilities begin only after a purchase contract is fully executed.
Pre-Listing · Agent-Owned
From Seller Lead to Launch-Ready Listing.
Pre-Listing covers seller lead response, consultation, listing agreement, seller onboarding, property preparation, MLS setup and final launch readiness.
01
Lofty FirstCreate or Update the Seller Record.
Add or update the seller in Lofty with full contact information, the subject property address and relevant listing notes. The seller relationship should exist in Lofty from the beginning.
02
Lead ResponseMake First Contact Within 5 Minutes.
Complete the first seller contact within five minutes whenever possible. If the seller does not respond, follow up and continue working toward scheduling the listing appointment.
03
AppointmentSchedule the Listing Appointment.
Confirm a time to meet with the seller and begin preparing the property, pricing and marketing conversation.
04
PreparationPrepare the CMA.
Complete the Comparable Market Analysis and prepare to discuss pricing, market positioning and the seller's goals.
05
ConsultationConduct the Listing Appointment.
Meet with the seller, evaluate the property, discuss pricing and marketing strategy, and explain the listing process.
06
Listing AgreementPresent, Review & Execute the Listing Agreement.
Present and review the listing agreement with the seller. Acquire the fully executed agreement and upload it to the client file. Upload any referral agreement when applicable.
07
File DetailsComplete the Listing Record.
Add commission details, referring agent or broker information and referral commission split when applicable. Confirm the subject property is connected to the client profile.
08
DocumentsGather Listing Documents & Disclosures.
Gather all required listing documents and disclosures from the seller. Confirm seller disclosures are completed and signed before the file moves forward.
09
Property AccessConfirm Property Access.
Confirm showing access, gate instructions, occupancy considerations and any other property-specific access requirements.
10
MediaSchedule Photos & Videography.
Schedule professional photography and videography as appropriate. Confirm the property is show-ready before media is created.
11
MLSComplete the MLS Listing.
Complete the MLS information and intake with full property details and description notes. Enter the listing into MLS and upload the photos when ready.
12
Final ReviewReview the MLS for Accuracy.
Review the description, property details, photos and listing information. Make any needed edits before activation.
13
Property SetupPlace the Yard Sign & Lockbox.
Install the yard sign and applicable lockbox so the property is ready for active marketing and showings.
Owned
Pre-Listing + Active Listing
The Listing Agent Owns the Entire Front-End Listing Workflow.
Before a purchase contract is executed, the Listing Agent is responsible for building and maintaining the listing file and client experience. The TC contract-to-close workflow has not yet begun.
Pre-Listing
- Seller lead response and follow-up
- Listing appointment
- CMA and pricing preparation
- Listing agreement
- Referral information
- Seller disclosures
- Property access
- Photography / videography
- MLS information and input
- MLS review and corrections
- Yard sign and lockbox
Active Listing
- Make listing active in MLS
- Send seller live listing link
- Launch marketing plan
- ShowingTime setup and updates
- REZen listing compliance
- Lofty listing transaction
- Open house coordination
- Weekly seller update call
- Showing feedback communication
- Price / strategy review
MLS Launch · Agent-Owned
Intake → Input → Review → Correct → Publish.
The Listing Agent owns MLS setup and final listing accuracy. Do not publish until all property details, description information and photos have been reviewed.
01
MLS Intake
Gather and complete full property information, listing details and description notes.
02
Enter Listing
Enter the property into MLS and complete all required fields.
03
Add Photos
Upload the final professional photos when they are ready.
04
Review & Correct
Review description, property details and media. Make all needed edits.
05
Publish
Make the listing active only after completing final review.
Agent Sign-Off
Publishing the Listing Is the Agent's Approval.
Before making the listing active, review the MLS information carefully. Publishing confirms that the Listing Agent has reviewed the information and is approving the listing for launch.
Active Listing · Agent-Owned
Launching Is Not the End of the Workflow.
Once the listing is active, marketing, showings, seller communication, compliance and strategy continue until an offer is accepted and a purchase contract is fully executed.
Make the Listing Active.
Publish the listing in MLS after completing final review.
Send the Seller the Live Listing.
Provide the seller with the live listing link and confirm the property is officially on market.
Launch the Marketing Plan.
Begin the planned marketing activities associated with the listing launch.
Set Up ShowingTime.
Configure or update ShowingTime with correct showing instructions and property access information.
Update REZen.
Upload executed listing documents and complete required listing-file information for brokerage compliance.
Create / Update the Listing in Lofty.
Maintain the listing transaction in Lofty with all available listing details and information.
Schedule an Open House.
Schedule and coordinate an open house when appropriate for the listing strategy.
Complete the Weekly Seller Update Call.
Keep the seller informed about listing activity, market response and current strategy.
Log & Communicate Showing Feedback.
Track feedback from showings and communicate relevant buyer and agent feedback to the seller.
Review Pricing & Strategy.
If no offers are received after the agreed review period, complete a price and strategy review call with the seller.
Lofty Listing Record
Before an Offer Is Accepted, the File Should Already Tell the Story.
Do not wait until the listing goes under contract to organize the seller relationship or listing record. The Agent is responsible for keeping the listing information current throughout the Pre-Listing and Active Listing stages.
Fully Executed Purchase Contract → TC Workflow Begins
The Transaction Coordinator does not begin contract-to-close responsibilities during Pre-Listing or Active Listing. Once the purchase contract is fully executed, the Agent completes the file handoff and the TC begins the assigned contract-to-close workflow.
Before the Listing Goes Under Contract
The Seller Relationship Should Already Be Organized.
An accepted offer should move an organized listing into the contract-to-close workflow. It should not trigger a search for missing seller information, listing documents, disclosures or property details. Keep Lofty current throughout the listing period so the transition from Active Listing to Under Contract is clean and immediate.
Module 04 · Step 04
Going Under Contract.
An executed contract changes the relationship immediately. The buyer or seller is no longer simply active — there is now a live transaction with contractual dates, additional parties and brokerage compliance requirements. This is the point where the client record, transaction workflow and TC coordination must come together quickly and accurately.
Coast to Coast Collective Transaction Standard
Do Not Let an Executed Contract Sit in Your Inbox.
Once the contract is fully executed, immediately begin the transaction handoff. The signed contract, client file, transaction parties and available transaction information need to be organized in Lofty, the TC needs the file and the transaction must move into Real Broker's compliance process. Executed = Update Lofty + Hand Off to TC + Submit to REZen.
01
Update Lofty
Upload the executed contract, confirm the client record and make sure the transaction information is connected to the correct client.
02
Bring in the TC
Make sure the Transaction Coordinator has the executed file and the information needed to begin transaction coordination.
03
Start REZen Compliance
The transaction must also enter the Real Broker compliance workflow for brokerage review, documentation and commission processing.
Two Paths Become One Workflow
Buyer or Listing — the Handoff Standard Is the Same.
The information that leads into the transaction differs depending on which side you represent, but the executed-contract handoff requires the same level of organization.
Buyer Transaction
Buyer Goes Under Contract
The active buyer now becomes an active purchase transaction.
- Confirm the buyer record in Lofty is current.
- Upload the fully executed purchase contract.
- Upload all signed documents received with the offer.
- Confirm Buyer Brokerage Agreement and required disclosures are in the file.
- Confirm lender information is connected to the client.
- Add the title company when known.
- Add the listing / co-broke agent.
- Add referral information when applicable.
- Add the Transaction Coordinator to the transaction.
Listing Transaction
Listing Goes Under Contract
The active listing now moves into the contract-to-close workflow.
- Upload the fully executed purchase contract.
- Confirm the seller and property records remain current in Lofty.
- Add the buyer-side agent and brokerage information.
- Add buyer lender information when available.
- Confirm title / escrow information.
- Add referral information when applicable.
- Confirm all executed documents are in the client file.
- Provide the executed contract information to the TC.
- Transition the listing record into the active transaction workflow.
Required Lofty Update
The Transaction Must Be Connected to the Client.
The executed contract should not become a separate, disconnected file. The transaction belongs under the corresponding client in Lofty with the available transaction parties, documents and details.
Transaction Handoff
A Clean Handoff Keeps the Transaction Moving.
The goal is to move from executed contract to organized transaction without losing time, information or ownership.
01
Executed Contract
Confirm the agreement is fully executed and the final signed version is available.
02
Lofty Update
Upload documents, update the client record and connect the transaction information.
03
TC Handoff
TC receives the file and begins assigned coordination and tracking.
04
REZen
Transaction enters the Real Broker compliance and commission workflow.
Agent Responsibility
Stay Responsible for the Client.
The agent remains responsible for client communication, strategy, advice, negotiation and understanding the terms of the executed contract. Sending the file to the TC does not transfer responsibility for the client or the contract.
Transaction Coordinator
Begin Transaction Coordination.
The TC begins assigned introductions, transaction setup, document tracking, milestone coordination, compliance support and file administration. Agent and TC should both know the current transaction status and what happens next.
The Executed Contract Controls the Transaction.
Lofty, REZen and transaction checklists help organize the file. They do not replace the executed contract. The agent must know the actual terms, dates and obligations contained in the signed agreement.
Before Moving Into Contract-to-Close
The File Should Be Organized and Active.
Before the transaction begins moving through inspections, financing, appraisal and closing, the executed agreement and available transaction information should already be organized. Lofty should reflect the transaction. The TC should have the file. REZen compliance should be underway. And the agent should know exactly what the contract requires next.
Module 04 · Step 05
Dates & Transaction Timeline.
Once a property is under contract, the transaction begins moving through a series of contractual dates and operational milestones. Those dates may involve deposits, inspections, financing, appraisal, title, HOA requirements, closing preparation and the closing itself. The timeline must be built from the actual executed contract — not from memory, habit or a generic checklist.
Coast to Coast Collective Transaction Standard
Know the Dates Before the Deadlines Arrive.
Transaction checklists, reminders and TC support help organize the file. They do not create the contractual deadlines. The executed contract controls the dates. Lofty should reflect the dates. The TC helps track the dates. The agent remains responsible for knowing the dates.
01
Read the Contract
Identify the actual dates, time periods and obligations contained in the executed agreement.
02
Enter the Dates
Keep the transaction record in Lofty current with the available contractual dates and milestones.
03
Track the Dates
Use transaction reminders and TC coordination to keep upcoming milestones visible.
04
Update Changes
When a contractual date changes, update the transaction record rather than continuing to rely on the old date.
Transaction Milestones
Know What Is Coming Next.
Not every transaction follows the exact same sequence, and not every contract contains the same provisions. The milestones below represent the major stages agents commonly need to monitor during a contract-to-close workflow.
Effective Date & Executed Agreement
Confirm the fully executed contract and identify the date from which applicable contractual periods and deadlines are calculated. Do not assume the effective date. Read the executed agreement.
Earnest Money / Deposit
Know the contract requirements relating to the deposit and confirm the file reflects the appropriate escrow party and deposit status. The TC may help track receipt, but the agent should know the contractual requirement.
Inspection Period
Identify the contractual inspection or due-diligence period and keep the client, inspection scheduling and negotiation process moving before the applicable deadline. Waiting until the end of the period creates unnecessary risk.
Loan Milestones
For financed transactions, monitor lender progress and the financing-related milestones contained in the contract. Keep lender information current in Lofty and communicate early when delays arise.
Appraisal
Confirm the appraisal process is moving when applicable and maintain communication with the lender and client. An appraisal issue should be addressed promptly, not discovered at the end of the transaction.
Title, Escrow & HOA Requirements
Monitor title, escrow and applicable association requirements that affect the path to closing. Keep the appropriate transaction parties connected to the file in Lofty.
Contingencies Complete / Clear to Close
As major contingencies and transaction requirements are satisfied, the file moves into final closing preparation. Pending does not mean communication stops.
Final Walkthrough & Closing Date
Coordinate final client preparation, final walkthrough when applicable, closing logistics and the closing appointment. The transaction should arrive at closing organized — not rushed.
Important
This Is a Workflow — Not a Substitute for the Contract.
Cash transactions, financed transactions, inspection structures, association requirements and other contract terms may create different milestones or different sequencing. Always build the actual transaction timeline from the executed contract in front of you.
When the Timeline Changes
Do Not Keep Working From an Old Date.
Transaction dates may change through an executed extension, amendment or other signed agreement. When that happens, the operational record must change too.
Date Change Workflow
Signed Change → Update the File.
Once an executed document changes a contractual date or term, make sure the transaction systems and people managing the file are working from the current agreement.
01
Confirm Execution
Make sure the change is fully executed before treating it as the controlling agreement.
02
Upload It
Add the executed document to the appropriate transaction file.
03
Update Lofty
Change the affected transaction date, milestone or file information.
04
Confirm the Team Knows
Make sure the agent, TC and applicable transaction parties are working from the current timeline.
Lofty Transaction Record
The File Should Reflect the Current Timeline.
Anyone reviewing the transaction record should be able to understand the major upcoming milestones without rebuilding the timeline from scattered emails.
Agent Responsibility
Know What the Contract Requires.
The agent must understand the client's contract, know the important dates and remain actively engaged in the decisions and communication surrounding them. Do not rely on the TC as a substitute for reading and understanding the executed contract.
Transaction Coordinator
Track & Coordinate the File.
The TC helps organize transaction dates, reminders, documentation and milestone follow-up as part of the assigned workflow. Good TC support gives the agent another layer of organization — not a transfer of responsibility.
Do Not Calculate a Deadline From Memory.
Similar transactions can have different terms, different effective dates and different deadlines. When a date matters, go back to the executed contract and any subsequent executed changes. Verify first. Then update Lofty.
Module 04 · Step 06
Inspection & Repair Workflow.
Inspections can create one of the most active negotiation points in a transaction. The agent must help the client understand the situation, discuss strategy and negotiate the client's position, while the Transaction Coordinator supports the administrative workflow surrounding the file. Good transaction management keeps the client, negotiation, documentation and deadline moving together.
Coast to Coast Collective Transaction Standard
TC Support Does Not Replace Agent Judgment.
Inspection results may lead to questions, repair requests, credits, concessions or other transaction decisions. Those decisions require communication with the client and, when appropriate, negotiation with the other side. The agent advises and negotiates. The TC coordinates, documents and tracks the assigned workflow.
Agent
Client + Strategy + Negotiation
The agent discusses inspection results with the client, helps determine the client's desired response and handles negotiation with the other party.
Transaction Coordinator
Coordination + Documents + Tracking
The TC supports access, assigned documentation, response tracking and file updates after the agent communicates the negotiated terms.
Two Sides of the Inspection
Buyer-Side and Listing-Side Responsibilities Differ.
Both sides are managing the same inspection event, but the agent's role depends on which client they represent.
Buyer Agent
Buyer Inspection Workflow
Help the buyer move from inspection to an informed response.
- Schedule the home inspection.
- Keep the inspection within the applicable contractual timeline.
- Complete the inspection-results call with the buyer.
- Discuss the buyer's concerns, priorities and desired outcome.
- Negotiate repairs, credits or other agreed resolution when appropriate.
- Communicate the outcome to the buyer.
- Communicate the negotiated terms to the TC for documentation and tracking.
- Continue the buyer relationship check-in while contingencies remain active.
Listing Agent
Seller Inspection Workflow
Help the seller evaluate and respond to inspection-related requests.
- Coordinate with the TC regarding inspection access.
- Review inspection findings or requests received from the buyer side.
- Discuss the findings and request with the seller.
- Help the seller determine their preferred response.
- Negotiate repair, credit or other requested terms when appropriate.
- Submit or communicate the seller's response.
- Coordinate agreed repairs with the seller when required.
- Continue weekly seller communication while contingencies remain active.
Inspection Workflow
Keep the Process Moving Before the Deadline.
The exact contractual rights and deadlines depend on the executed agreement. Operationally, the goal is to move from inspection to client decision to documented resolution without losing time.
01
Schedule
Get the inspection scheduled early enough to allow time for review and any needed response.
02
Review
Review the relevant inspection information and understand the client's concerns.
03
Advise
Talk with the client about the available options and their desired outcome.
04
Negotiate
Agent communicates and negotiates the client's position with the other side.
05
Document & Track
TC supports assigned documentation, response tracking and transaction updates.
Negotiation Standard
Client Decision First. Documentation Second.
The TC should not have to guess what was negotiated. The agent should first understand the client's instructions and reach the appropriate negotiated position before sending clear terms to the TC.
01
Understand the Issue
Know what the inspection raised and what matters to the client.
02
Get Client Direction
Confirm what the client wants before communicating a negotiation position.
03
Negotiate the Terms
Agent handles the communication and negotiation with the other side.
04
Send Clear Terms to TC
Communicate the agreed or requested terms clearly so the assigned documentation can be prepared and tracked.
Transaction Coordination
Document What the Agent Negotiated.
After the agent communicates the applicable repair or credit terms, the TC supports the assigned repair-request or repair-agreement documentation and tracks the response. The TC may also coordinate inspection access and maintain the transaction file. The TC supports the process. The agent remains responsible for the client, negotiation and professional judgment.
Lofty Transaction Record
Keep the Inspection Story With the Transaction.
Important inspection-related communication, executed documents, transaction changes and relevant file status should remain connected to the transaction record.
Important
Do Not Assume Every Inspection Works the Same Way.
The client's rights, obligations, options and deadlines depend on the executed contract. This lesson teaches the C3 operational workflow. Always review the actual signed agreement before advising the client or taking action based on an inspection provision.
C3 Inspection Standard
Negotiate Clearly. Document Accurately. Track the Outcome.
The inspection process should not become a chain of disconnected calls, texts and emails. The agent should know what the client wants, negotiate the client's position, communicate the final terms to the TC and make sure the resulting transaction documents and status remain current in Lofty.
Module 04 · Step 07
Lender & Appraisal Coordination.
In a financed transaction, the lender is one of the most important transaction partners between contract and closing. Financing and appraisal progress should not disappear into a black hole after the buyer goes under contract. Stay connected to the lender, know whether the appraisal is moving and surface potential delays before they become closing emergencies.
Coast to Coast Collective Transaction Standard
Do Not Wait Until Closing Week to Find a Problem.
The agent should remain aware of financing and appraisal progress throughout the transaction. The TC supports assigned tracking and file-status communication, but the agent still owns the client relationship and needs to understand whether the transaction is moving toward closing. If something is delayed, missing or unclear, address it early.
01
Know the Lender
The lender's full contact information should be connected to the buyer and transaction in Lofty.
02
Check In
Maintain communication rather than assuming the loan is progressing because no one has called.
03
Track Appraisal
Confirm the appraisal is ordered or scheduled when applicable and continue following its progress.
04
Escalate Early
When a financing or appraisal issue could affect the transaction, communicate before the deadline becomes urgent.
Two Sides of the Transaction
The Level of Lender Interaction Depends on Who You Represent.
The buyer agent generally has the more direct relationship with the buyer's lender. The listing side still needs visibility into the appraisal and transaction progress without taking over the lender's job.
Buyer Agent
Stay Connected to the Financing.
The buyer agent should understand whether financing and appraisal are progressing toward the contracted closing.
- Confirm lender information is complete in Lofty.
- Keep the prequalification or proof-of-funds documentation in the client file when applicable.
- Complete lender / appraisal check-ins during the transaction.
- Confirm the appraisal process is moving.
- Communicate meaningful financing updates to the buyer.
- Address delays or concerns early.
- Keep the TC informed of changes that affect the file.
- Continue normal buyer relationship communication while financing is underway.
Listing Side
Maintain Visibility Into the Transaction.
The listing side does not manage the buyer's loan, but should remain aware of appraisal progress and meaningful transaction-status changes.
- Confirm appraisal scheduling when applicable.
- Coordinate property access as needed through the transaction workflow.
- Keep the seller informed of meaningful appraisal-related developments.
- Stay alert to delays that could affect the closing timeline.
- Maintain weekly seller communication while the transaction remains active.
- Keep applicable transaction information current in Lofty.
Operational Workflow
Keep Financing Moving in the Background.
The lender is responsible for the loan process. Your role is to keep the real estate transaction connected to that process and identify problems that could affect the client's closing.
01
Connect the Lender
Make sure lender contact information is connected to the client and transaction.
02
Confirm Progress
Check in during the transaction rather than assuming everything is moving on schedule.
03
Track Appraisal
Confirm the appraisal is ordered or scheduled and monitor its progress when applicable.
04
Communicate Issues
Surface delays, missing information or appraisal concerns to the appropriate people promptly.
05
Move Toward Clear to Close
Continue monitoring the transaction until financing reaches the final closing-preparation stage.
Valuation Milestone
Know That the Appraisal Is Moving.
For financed transactions, the appraisal can affect the transaction timeline. The TC helps confirm the appraisal is ordered or scheduled, while the agent remains engaged with the lender, client and transaction status.
01
Confirm
Confirm the appraisal has been ordered or scheduled when applicable.
02
Coordinate
Support any necessary property-access coordination through the appropriate parties.
03
Monitor
Stay aware of appraisal progress as the transaction moves toward closing.
04
Escalate
If an appraisal issue may affect the transaction, address it promptly rather than allowing it to sit.
Lofty Transaction Record
Keep the Financing Contacts Connected to the Client.
Financing information should not live only in an email thread between the agent and lender. The client record should contain the lender and the relevant transaction information needed to understand the financing side of the file.
C3 Communication Standard
Silence Is Not a Status Update.
No news does not automatically mean the loan is progressing normally.
If you have not received the information needed to understand financing or appraisal progress, follow up. If a meaningful problem appears, communicate it to the appropriate client, TC and transaction parties. The objective is not to manage the lender. The objective is to prevent a preventable surprise from reaching the closing table.
Agent Responsibility
Stay Connected to the Client & Lender.
The agent maintains the client relationship, communicates meaningful financing updates and addresses transaction concerns requiring professional judgment or client decisions. The agent should understand whether financing is moving toward the contracted closing.
Transaction Coordinator
Track the Assigned Milestones.
The TC supports transaction tracking, confirms appraisal ordering or scheduling as assigned and provides ongoing file-status updates to the agent. The TC supports visibility and coordination. The TC does not become the lender.
Important
Financing Provisions Are Contract-Specific.
This lesson teaches the Coast to Coast Collective operational workflow for lender and appraisal coordination. It does not replace review of the financing, appraisal or contingency provisions contained in the executed contract. Always work from the actual signed agreement.
C3 Financing Workflow Standard
Know the Lender. Know the Status. Know When Something Changes.
A financed transaction should not disappear from the agent's attention between contract and closing. Keep the lender connected in Lofty, maintain communication, monitor appraisal progress and escalate meaningful problems early enough for the transaction team to respond.
Module 04 · Step 08
Title, Escrow & HOA Coordination.
As the transaction moves toward closing, additional parties and administrative requirements become part of the workflow. The title or closing company, escrow holder and applicable homeowners or condominium association may all require information, documents or action. Keep those parties connected to the transaction, confirm important milestones and maintain the current file in Lofty.
Coast to Coast Collective Transaction Standard
Everyone Should Know Where the Transaction Is Going.
The title or closing company, escrow information and applicable HOA requirements should not exist as disconnected pieces of the file. The TC supports coordination and tracking, while the agent remains responsible for the client relationship and transaction awareness. Connect the parties. Confirm the milestones. Keep Lofty current.
01
Add the Contacts
Title, closing and applicable transaction contacts should be connected to the file in Lofty.
02
Confirm Escrow
Confirm the applicable earnest-money or deposit milestone is being tracked according to the executed contract.
03
Handle HOA Early
When association applications or paperwork are required, identify and coordinate them early enough to avoid closing delays.
04
Prepare for Closing
Keep closing-document and final transaction coordination moving as the file approaches pending status.
Transaction Coordination
Three Areas to Keep Organized.
Title, escrow and association requirements each serve a different purpose. Operationally, your goal is to make sure they are connected to the transaction and progressing toward closing.
01
Closing PartnerTitle / Closing Company
Keep the closing company connected to the transaction from contract through closing.
- Add full company and contact information to Lofty.
- Confirm the correct transaction contact.
- Keep contact information available to the agent and TC.
- Support title paperwork needed for closing documents.
- Track closing-related communication that affects the transaction.
02
Deposit MilestoneEarnest Money / Escrow
The file should reflect the applicable deposit requirement and its current status.
- Identify the escrow holder from the transaction documents.
- Know the applicable deposit deadline.
- TC confirms earnest-money status as assigned.
- Escalate missing or unclear deposit information promptly.
- Keep the transaction record current.
03
When ApplicableHOA / Association Requirements
Association requirements can create additional paperwork and timing considerations.
- Determine whether an application or additional paperwork is required.
- Obtain applicable HOA information.
- Coordinate required forms or application materials.
- Track completion of applicable association steps.
- Raise delays or missing information before closing becomes urgent.
Earnest Money Workflow
Deposit Status Should Never Be a Mystery.
Earnest money is a contract-driven milestone. The TC helps confirm receipt or status as assigned, but the agent should know what the executed agreement requires and when action is due.
01
Identify
Identify the deposit amount, escrow holder and applicable timing from the executed agreement.
02
Track
Keep the deposit milestone visible in the transaction workflow.
03
Confirm
TC confirms receipt or status through the appropriate transaction party as assigned.
04
Escalate
If the deposit is missing, unclear or delayed, notify the agent promptly.
Agent
Own the Client Relationship.
The agent remains responsible for communicating with the client, understanding the contract and addressing transaction issues that require advice, negotiation or client decisions. The TC does not replace the agent.
Transaction Coordinator
Coordinate & Track.
The TC supports earnest-money confirmation, applicable HOA paperwork, title communication and closing-document coordination as assigned. The TC keeps the administrative workflow moving.
Title / Closing Company
Handle the Closing Function.
The title or closing company handles its title, escrow and closing responsibilities. Agent and TC coordinate with title — they do not become the title company.
Association Coordination
Start Required HOA Steps Early.
When a community requires buyer applications, approvals or additional paperwork, the TC supports the administrative process. Do not wait until closing week to discover an association requirement that could have been handled earlier.
01
Identify
Determine whether the transaction has association paperwork or application requirements.
02
Gather
Obtain the available association information and required materials.
03
Coordinate
Support completion and submission of required paperwork as assigned.
04
Track
Keep the status visible and raise delays before they become closing problems.
Lofty Transaction Record
Keep the Closing Parties Connected to the File.
Title, escrow and association information should not live only in separate email threads. Keep the important parties and transaction information connected to the client in Lofty.
C3 Communication Standard
Coordinate Without Becoming the Other Party.
Good transaction management keeps communication flowing while respecting each party's role.
The agent and TC should coordinate with title, escrow and applicable associations to keep the real estate transaction moving. That does not mean taking over responsibilities that belong to the closing company, escrow holder or association. Know who is responsible. Follow up. Keep the client informed. Document the transaction in Lofty.
Important
Escrow Requirements Come From the Executed Contract.
This lesson teaches the Coast to Coast Collective operational workflow for coordinating title, escrow and applicable association requirements. It does not replace review of the contract's deposit obligations, deadlines or other legal provisions. Verify the actual executed agreement, then keep the transaction workflow current.
C3 Closing Coordination Standard
Connect. Confirm. Coordinate. Document.
Title, escrow and HOA requirements should become part of the transaction workflow — not last-minute surprises. Keep the parties connected in Lofty, confirm important milestones, start association requirements early and keep the agent and client informed as the file moves toward closing.
Module 04 · Step 09
Pending & Clear to Close.
As major contingencies and transaction requirements are completed, the file begins moving into its final closing phase. This is where agents sometimes make the mistake of becoming less visible because the transaction feels nearly finished. The opposite should happen. The client needs clear communication, closing preparation and confidence that the transaction is still being actively managed.
Coast to Coast Collective Transaction Standard
Pending Is Still an Active Transaction.
The transaction may be closer to closing, but there are still people, documents, figures, appointments and client expectations that must come together. Continue weekly client communication, review file status with the TC and prepare the client for what happens next. Nothing goes quiet just because the transaction is pending.
01
Keep Communicating
Continue regular client contact while the transaction moves toward closing.
02
Confirm File Status
Agent and TC should know what remains before the transaction is ready to close.
03
Prepare the Client
Closing logistics, walkthroughs, timing and expectations should be discussed before closing day.
04
Keep Lofty Current
Final transaction information and closing status remain part of the client record in Lofty.
Client Preparation
Buyers and Sellers Need Different Final Touchpoints.
Both sides need continued communication, but the final preparation differs depending on who you represent.
Buyer Agent
Prepare the Buyer for Closing.
Keep the buyer informed and make the final stage feel organized rather than rushed.
- Continue the weekly buyer check-in.
- Stay informed about clear-to-close status.
- Schedule the final walkthrough.
- Complete the personal pre-closing call.
- Collect client "fun facts" if they have not already been captured.
- Prepare the closing gift / client experience.
- Confirm the buyer understands closing logistics.
- Keep meaningful closing information current in Lofty.
Listing Agent
Prepare the Seller for the Finish.
Continue seller communication while final closing logistics come together.
- Continue communication with the seller.
- Discuss the seller's moving timeline.
- Stay informed about clear-to-close status.
- Confirm the closing appointment is being coordinated.
- Review meaningful final transaction developments with the seller.
- Make sure the seller understands the remaining path to closing.
- Keep relevant final transaction information in Lofty.
Closing Preparation
Bring the Final Pieces Together.
The exact sequence can vary by transaction, but the final stage should move toward one goal: a client and file that are ready for closing.
01
Weekly File Status
TC continues providing file-status updates so the agent knows what remains.
02
Clear to Close
Confirm the transaction has reached the applicable clear-to-close stage.
03
Final Figures
Confirm final figures are moving through the appropriate closing process.
04
Closing Appointment
Confirm the closing appointment and applicable logistics.
05
Client Ready
Make sure the client knows when, where and what happens next.
Final Transaction Stage
Clear to Close Is a Milestone — Not the Finish Line.
Once the applicable transaction requirements are complete and the file reaches clear-to-close, the focus moves to final figures, closing logistics, client preparation and making sure the closing documents and file are ready for completion.
01
Final Figures
Confirm the appropriate closing parties are finalizing the transaction figures.
02
Closing Appointment
Confirm date, time, location or applicable closing instructions.
03
Closing Documents
Confirm applicable closing documents and transaction information are correct.
04
Signatures
Confirm applicable signatures and initials are complete.
Brokerage Coordination
CDA / Commission Processing
Complete applicable brokerage commission-processing steps before closing.
When applicable, the TC coordinates the Commission Disbursement Authorization process through REZen and confirms the CDA has been accepted, approved and sent to the appropriate closing party. Commission processing is part of the brokerage closeout workflow and should not be left until after the transaction closes.
Lofty Transaction Record
Pending Should Still Tell the Full Story.
As the transaction approaches closing, keep final status, parties, documents and client communication connected to the existing Lofty transaction.
Agent Responsibility
Stay Visible to the Client.
Continue weekly client communication, prepare the buyer or seller for closing and remain available for questions, decisions and transaction issues. The client should never feel abandoned because the transaction became pending.
Transaction Coordinator
Finish the Administrative Workflow.
The TC continues file-status communication, clear-to-close coordination, final figures, closing appointment, applicable CDA processing and final-document tracking. The TC helps make the file closing-ready.
Do Not Make Closing Day the First Time You Discuss Closing.
Before closing day, the client should already understand the basic logistics and know what the final stage looks like. Preparation creates confidence. Surprises create anxiety.
C3 Pending Standard
Keep the Client Informed Until the Keys — or Proceeds — Change Hands.
Pending is not a waiting room. It is the final coordination phase of the transaction. Continue communication, confirm clear-to-close, finalize closing logistics, keep Lofty current and make sure the client arrives at closing prepared and confident.
Module 04 · Step 10
Closing Day.
This is the moment the client has been working toward. The contract, inspections, financing, title work and closing preparation have all led to one final transaction milestone. Closing Day should feel like a celebration for the client — and an organized completion of the transaction for the C3 team.
Coast to Coast Collective Transaction Standard
Closing Day Completes the Transaction — Not the File.
Closing is an important client milestone, but it is not the point where the transaction simply disappears from your systems. First confirm that closing actually occurred and celebrate the client appropriately. Then the file moves into final document, accounting, Lofty and REZen closeout. Celebrate the client. Confirm the close. Then complete the file.
01
Stay Present
Closing Day is still part of the client experience. Do not mentally check out before the transaction actually closes.
02
Confirm Completion
Make sure the transaction has actually reached closing before moving the file into closed status.
03
Transition to Closeout
Closing triggers the next workflow: final documents, accounting, Lofty closeout, REZen closeout and after-closing.
Closing Day Workflow
Complete the Transaction Before You Close the File.
Closing Day is the bridge between transaction management and file closeout. The sequence should be simple and deliberate.
01
Closing Begins
The client reaches the scheduled closing stage and the closing process moves forward.
02
Client Experience
Keep the client experience personal, positive and consistent with the relationship you have built.
03
Confirm Closing
Confirm the transaction has actually completed before changing the final file status.
04
Begin Closeout
Move the transaction into the final documentation, accounting and after-closing workflow.
Buyer Agent
Celebrate the Milestone.
The buyer has just completed one of the biggest milestones in the home-buying process. Your relationship should not suddenly become transactional at the finish line. Closing Day is an opportunity to reinforce the client experience you have delivered throughout the entire process.
01
Closing-Day Celebration
Complete the personal closing-day celebration with the buyer. Acknowledge the milestone and make the moment feel personal.
02
Gift Handoff
Complete the planned closing-gift handoff as part of the buyer's closing experience.
Listing Transaction
Confirm the Transaction Has Closed.
On the listing side, the current C3 working checklist identifies closing-day completion and status confirmation before the file moves into closeout. Do not mark the transaction complete merely because the scheduled closing time arrived. Confirm that closing occurred.
Closing Confirmation
Scheduled Is Not the Same as Closed.
The final transaction status should reflect what actually happened.
Closing appointments can move, documents can require correction and last-minute issues can occur. Before transitioning the transaction into final closeout, confirm the closing has been completed. Update the file from confirmed information — not from the calendar alone.
Closing Status
The Transaction Record Should Reflect the Actual Close.
Once closing is confirmed, the transaction record should move toward its final closed status and file-closeout workflow.
Important Distinction
Closing Day Is Not File Closeout.
The transaction can be closed while the administrative file still has work remaining. That final work belongs in the next stage.
Step 10
Closing Day
The client closes. The transaction completion is confirmed. The closing-day client experience occurs.
Step 11
File Closeout & After Closing
Final documents are completed, Lofty and REZen are closed out, accounting details are finalized and the after-closing relationship begins.
C3 Closing Day Standard
Celebrate the Client. Confirm the Close. Keep the Relationship.
Closing is the finish line for the transaction, but it is not the finish line for the client relationship. Give the client a strong final transaction experience, confirm the closing actually occurred, update Lofty and move the file into final closeout.
Module 04 · Step 11
File Closeout & After Closing.
Closing Day finishes the real estate transaction, but the administrative file still has work remaining. Final documents need to be stored, brokerage requirements completed, transaction records closed correctly and accounting information finalized. Then the transaction ends — but the client relationship continues.
Coast to Coast Collective Transaction Standard
The Transaction Closes. The Client Stays in Lofty.
Once closing is confirmed, complete the administrative closeout of the transaction. Final documents belong in the appropriate systems, the transaction should reflect the correct accounting and closing information, and the file should be closed accurately. Do not remove the client from your relationship system simply because the transaction ended.
01
Finish the Documents
Make sure the final transaction documents are complete and stored in the correct systems.
02
Close REZen
Complete the brokerage compliance, commission and transaction closeout process in REZen.
03
Close the Lofty Transaction
Finalize the transaction record, closing information and accounting details in Lofty.
04
Begin After Closing
Transition the client from transaction management into the long-term relationship workflow.
Closing File Workflow
Finish the Transaction While the Information Is Current.
Do not wait weeks after closing to reconstruct what happened. Close the file while the transaction, documents and accounting information are still current and easy to verify.
01
Confirm Closed
Verify the transaction actually closed before beginning final closeout.
02
Gather Final Documents
Make sure the final executed and closing documents are available for the transaction file.
03
Complete REZen
Finish the required Real Broker compliance and transaction closeout.
04
Complete Lofty
Finalize the transaction, closing details and accounting information in the client record.
05
Start After Closing
Move the relationship into the applicable C3 after-closing workflow.
Two Systems · Two Purposes
Close Both Records Correctly.
REZen and Lofty both matter at closeout, but they serve different purposes.
C3 Client & Transaction Record
Lofty
Finalize the C3 transaction record while preserving the client's long-term relationship history.
- Upload final transaction documents.
- Confirm the actual closing date.
- Complete the available closing information.
- Add applicable accounting / payment information.
- Mark the transaction as completed / ended.
- Preserve the client relationship and history.
Real Broker Compliance
REZen
Complete the brokerage-required transaction and compliance closeout.
- Upload required final documents.
- Confirm brokerage file requirements are satisfied.
- Complete applicable commission processing.
- Resolve remaining compliance items.
- Complete the transaction closeout in REZen.
- Confirm the brokerage file reflects the completed transaction.
Transaction File Completion
Final Documents Belong in the Final File.
A closed transaction should not require someone to search through old emails later to reconstruct the final file. Complete the document record while the transaction is still fresh.
Final Transaction Details
Close the Accounting Loop.
The transaction record should reflect the final financial and closeout information available to the team.
Complete the applicable accounting and payment information in the correct transaction records. Confirm payments are associated with the proper files and that the Lofty transaction reflects the final close. Do not leave a transaction technically closed but administratively incomplete.
After Closing
The Transaction Ends. The Relationship Does Not.
Closing changes the client from an active transaction into a past client relationship. Their history, property information, transaction documents and relationship context remain valuable. Lofty should continue to tell the story of that relationship after the closing date.
01
Close the Transaction
Mark the transaction complete and finish the administrative file.
02
Keep the Client
Preserve the client record, relationship history and property information in Lofty.
03
Begin After Closing
Start the applicable C3 After Closing checklist and long-term relationship workflow.
Agent
The Relationship Continues.
The closing transaction may be complete, but the client remains part of the agent's long-term relationship database. Closing should transition the relationship — not end it.
Transaction Coordinator
Complete the Administrative Closeout.
Under the current C3 workflow, the TC supports final document completion, Lofty and REZen closeout, applicable accounting details and the transition into the After Closing checklist. The goal is a complete file — not merely a closed transaction.
Closed Does Not Mean Gone.
A closed client should not disappear from your system or become nothing more than an archived contract. Their history stays in Lofty. Their relationship stays with C3. Their next real estate need may begin years after this transaction ends.
C3 Closeout Standard
Complete the File. Preserve the Relationship.
A transaction is not fully complete until the final documents, brokerage requirements, transaction records and accounting information have been closed correctly. Finish REZen. Finish the Lofty transaction. Keep the client in Lofty. Then begin the After Closing relationship.
Module 04 · Step 12
Cancelled / Terminated Transactions.
Not every transaction reaches the closing table. Contracts terminate. Buyers change direction. Listings return to market. Earnest money must be addressed. Client plans can change completely. When a transaction ends early, the workflow still needs to be completed deliberately.
Coast to Coast Collective Transaction Standard
Every Transaction Needs a Clear Ending.
A transaction that does not close still needs an accurate file disposition. The client needs communication. The transaction status needs to be updated. Earnest-money disposition needs to be addressed when applicable. The next step for the buyer, seller or property needs to be clear. Do not allow a cancelled transaction to simply stop appearing on your radar.
01
Support the Client
A cancelled transaction can be frustrating or emotional. Communicate with the client before thinking about the next sale.
02
Update the Status
Lofty should reflect what actually happened to the transaction rather than leaving an inactive file appearing active.
03
Handle the Disposition
Address the applicable EMD, property-search, listing and marketing disposition.
04
Define What Happens Next
The client may continue, pause, return to the database or move into another strategy.
Two Different Dispositions
The Buyer Path and Listing Path Are Not the Same.
Once the transaction terminates, determine what happens to the client relationship, property activity and transaction file.
Buyer Transaction
Protect the Relationship First.
A terminated purchase contract does not automatically mean the buyer relationship is over.
- Make a personal support call.
- Keep the conversation focused on the client — not selling.
- Determine whether the buyer is continuing their home search.
- Reset the property search if the buyer remains active.
- Move the buyer to the long-term database if they are no longer buying.
- Confirm the applicable EMD disposition through the transaction workflow.
- Update the Lofty transaction to reflect the actual outcome.
Listing Transaction
Decide What Happens to the Property.
When a listing or purchase contract does not proceed to closing, the property needs a clear marketing disposition.
- Log the cancellation reason.
- Confirm the applicable earnest-money disposition.
- Determine whether the property will return to market.
- Relist the property when appropriate.
- Update the marketing disposition when the property will not immediately relist.
- Keep the seller informed about the next step.
- Update Lofty to reflect the actual file and listing status.
Buyer Client Experience
Support First. Selling Later.
A failed transaction is not the moment to turn the conversation into another sales pitch.
Call the buyer personally. Listen to what happened and what they need next. Some buyers will immediately continue searching. Others may need to pause or stop the process entirely. Your job is to support the client, determine the correct next step and then update the relationship in Lofty accordingly.
01
Buyer Is Still Active
Reset or adjust the property search and continue the buyer relationship from the client's current position.
02
Buyer Is Pausing
Keep the relationship organized in Lofty and move the client into the appropriate long-term relationship path.
03
Transaction Is Over
Close the cancelled transaction appropriately while preserving the client relationship and transaction history.
Cancelled Transaction Milestone
Do Not Leave EMD Status Unresolved in the Workflow.
When earnest money is involved, the file should ultimately reflect the applicable disposition. Transaction termination does not mean the deposit should simply disappear from the team's awareness.
Buyer Working Draft
TC Confirms EMD Disposition.
In the current C3 buyer workflow, the Transaction Coordinator confirms the Earnest Money Deposit disposition when the purchase contract terminates.
Listing Working Draft
Agent Confirms EMD Disposition.
In the current C3 listing workflow, the listing agent is assigned to confirm earnest-money disposition as part of the cancelled transaction path.
Listing Disposition
The Property Needs a Next Status Too.
When a listing transaction terminates, the seller and property should not remain in an undefined state. Determine what happens next and update the marketing and transaction records accordingly.
01
Log the Reason
Document why the transaction or listing did not proceed to closing.
02
Determine Market Status
Decide whether the property should return to market or move into another marketing disposition.
03
Update the Systems
Make sure Lofty and the applicable listing systems reflect the property's actual current status.
Coast to Coast Collective Operating Record
The File Should Explain What Happened.
A future review of the client record should make it clear that the transaction terminated, what happened next and whether the client relationship continued.
File Disposition
End the Transaction Clearly.
A file needs a real conclusion even when that conclusion is not closing.
Once the termination is complete, the transaction should no longer appear to be progressing toward closing. Update the actual transaction status, preserve the applicable documents and history, and define the client's next relationship stage. Close the cancelled transaction cleanly without erasing the client.
Important
Termination Rights and EMD Obligations Are Contract-Specific.
This lesson teaches the Coast to Coast Collective operational workflow after a transaction terminates. It does not determine whether a party has the contractual right to terminate or who is legally entitled to earnest money. Those questions must be handled from the executed contract, applicable signed documents and the appropriate brokerage guidance.
Module 04 Completion Standard
A Well-Managed Transaction Tells the Story From Beginning to End.
Whether a client closes successfully or a transaction terminates before closing, the C3 standard is the same: the relationship is managed, the transaction is documented, the correct people remain informed and the systems reflect what actually happened. From first conversation through closing, cancellation or after-closing — if it involves the client or transaction, it belongs in Lofty.
Coast to Coast Collective Transaction Management
Never Reconstruct the Transaction Later. Document It While It Happens.
C3 Essentials · Module 04 · Transaction Management
One Last Step. Complete Your Agent Form.
You have reached the required Module 4 Transaction Management completion form. Submit your responses so the C3 admin team can review and confirm your module completion. Use the same email address connected to your C3 / Lofty agent profile.
Required for Module 4 Completion