2020 HW Vanguard: Nick Bailey

RE/MAX, Chief Customer Officer


As the chief customer officer at RE/MAX, Nick Bailey oversees all support services provided by RE/MAX to its network of franchisees and affiliates and acts as president for the global real estate brokerage franchisor. 

His core focus is to drive the network’s business growth, professional development and engagement on a national and global level. Upon joining the RE/MAX team in 2019, Bailey noticed that brokers weren’t actively recruiting and made it his goal to help them refocus on the importance of employing the right talent. 

But Bailey stepped up and set to work, creating the PlusOne initiative to help. In the fourth quarter of 2019, PlusOne challenged RE/MAX brokers to end the year with a net positive gain of one in their agent count. 

PlusOne came with a playbook of tools, tactics and actions to support real estate professionals with their business growth. In the U.S. and Canada, 1,445 RE/MAX offices had participated in the program and ultimately added a net 892 agents to their offices by the end of 2019. 

During the COVID-19 pandemic, Bailey and the RE/MAX executive team have taken a measured, thoughtful and calm approach. In a matter of weeks, measures were implemented in the network and at headquarters to solidify RE/MAX’s footing in order to exit in a position of strength. 

At the onset of the pandemic, Bailey launched a weekly Facebook Live broadcast, “Good Morning, RE/MAX,” to enhance communication and transparency and keep brokers and agents informed, inspired and motivated. More than 87,000 views have been recorded among 12 broadcasts.

What has been your secret to success?
I embrace change. With 24 years in the real estate industry, I’ve seen changes in technology, the economy and business world and I’ve learned that the secret to staying in business is simply to not put yourself out of business by being resistant to the changing needs of your audience.

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