Janine Darnell, Bobbi Jo Nugent, and Cindy Couey were recently recognized and celebrated by the RealTracs Board of Directors for 20 years of exceptional service to the company.
Brentwood, TN (Dec. 6, 2018) – Janine Darnell was first known as the book and photography manager when she started with RealTracs on March 3, 1998.
“I knew Janine at the (then) Nashville Board of REALTORS® as we launched a weekly circular, Real Estate This Week. Janine was hard-working, attentive to details and customer-focused,” said Stuart White, CEO of RealTracs, Inc.
White continued, “When RealTracs was formed in 1996, we used a third-party service to photograph listings, publish books and distribute the books to real estate offices. We knew the books were going away and digital camera photography was taking hold. Janine was hired to manage the transition.”
Darnell hired a team of independent photographers and brought book publishing and distribution in-house. Book publishing took several years to phase out, with a lot of sweat and tenacity, to ensure those who wanted books could still get them.
The photography service for new listings continued for 14 years and was discontinued in 2012. Darnell managed the photographers and the processes. She also assisted – and still does – agents who upload their own listing photos.
In 2012, Darnell transitioned from “photography guru” to “lockbox guru.” While maintaining the integrity and assistance with listing photos, she managed the SentriLock system, assisted new lockbox users and ensured that the lockbox database and system were secure.
“Janine has a heart for serving our customers. She has weathered many, many ‘core-service’ changes with a great attitude and humble spirit, and she has our deepest gratitude for being a rock in the storm,” said White.
Bobbi Jo Nugent began her career with RealTracs on June 4, 1998. With a degree in accounting, she was hired as RealTracs’ first, full-time accountant.
“When RealTracs launched, we were learning everything about starting a new business. My drive was to bring Internet technology into the real estate space, but I also had business processes to attend to,” said White.
“Bobbi Jo was a life-saver. When she was hired, our accounting and reporting to the board was… well, horrific,” said White. “Bobbi Jo reconciled billing, bank balances, reports, and receivables. She provided financial management stability during a time when RealTracs was transitioning its system to the Internet, establishing itself as an Internet Service Provider (ISP) for the Realtors®, hiring developers and support staff and phasing out the books.”
While proficient, accounting was not her passion! It only took a few years to realize she needed a different job that was more connected to Realtors® and people.
“Bobbi Jo hated her job and hated me,” continued White. “I asked her what she really wanted to do, and she replied that she wanted to be an FBI agent. I told her I couldn’t help with that but asked if she wanted to try out being a Customer Happiness Rep.”
The rest is history. Nugent is well-known for her teaching abilities, attention to customer needs and her ability to translate customer feedback into action items for the development team. She has a loyal following in students and passionate praise from her customers.
Nugent was named the Director of Customer Happiness in 2017 and has been responsible for team management, training, and online help systems.
“Bobbi Jo is an integral part of RealTracs’ history and the embodiment of RealTracs’ mission. Her devotion to serving our customers, advocating for the Realtor’s role in real estate and her integrity is what RealTracs is all about.”
Cindy Couey is the one person everyone should have in their lives. Couey has been the go-to person for every majorRealTracs change since 1998. She has provided common-sense input, compassion, and support while rolling up her sleeves to do the hard work.
Hired on August 10, 1998, Couey’s official role has been to enforce accurate data in the RealTracs system. Couey manages data accuracy, interprets contract terms and coaches agents in how to abide by the law, ethical obligations, and the MLS rules. In a day, Couey answers questions ranging from legal contract terms to MLS days-on-market calculations.
Because of her impeccable character and her key role in facilitating a harmonious marketplace, Couey has raised the quality level of service for the entire real estate industry in Middle Tennessee. Her insight into business processes, discrimination between legal and ethical questions, compassion for customer circumstances and an acute understanding of RealTracs’ and customers’ needs has ensured RealTracs’ success in supporting its customers.
“Cindy is that person you go to for counsel,” said White. “Whether it’s about making a rule change, how many Supra lockboxes should be exchanged for SentriLock lockboxes, press release wording, planning a staff meeting, formulating goals for the year, managing travel and on and on, Cindy is the person everyone relies on for insight and advice.”
White continues, “Cindy is so smart and insightful. If I had to rescue people during a disaster, Cindy is the person I would trust for advice.”
While the directors and staff celebrate Cindy Couey for twenty years of service, her legacy and influence will abide for years to come, and its gratitude will never be fully conveyed. RealTracs salutes Cindy Couey with the utmost appreciation!