Culture First: The Hidden Engine of Growth in the Title Industry

Contributed to Growth & Scale Report by Jenny Martin, Chief Business Development Officer and National Division Manager / SVP for Futura Title & Escrow

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In the title industry, technology, workflows, and process improvement often take center stage, but there is one element that is irreplaceable: people. Culture, the values, behaviors, and relationships that define an organization, is the true multiplier when it comes to scaling a title company and achieving sustainable growth. It’s not something you say; it’s something you live. And it’s not a “nice to have;” it’s a strategic imperative.

Do we have the “perfect” company culture that we want? I am going to say No. I’ve learned that there is no such thing as the perfect life, family, marriage, career path or shockingly…company culture. Why? Because the best intentions from leadership to build culture are interpreted in a variety of ways, influenced by personal stories and past experiences. Culture isn’t easy; it takes consistency and commitment.

I’ve experienced first-hand the challenges of attempting to blend multiple title agencies into a “family of companies” with a consistent culture. In full transparency, we haven’t always been successful, but we have remained committed to continual improvement. But the key point is that it is an ongoing initiative for us; it is a long game. Culture isn’t a buzzword, and it is never going to be perfect, but here are a few principals I believe are essential.

Valuing Employees

In the pursuit of efficiency, companies can unintentionally overlook the most powerful growth strategy: valuing employees. It doesn’t require a complex rollout, just consistent communication, recognition, and engagement at every level: top down, bottom up and everywhere in between. Gallup reports that many employees feel their contributions are routinely ignored. That’s not just disheartening; it’s a missed opportunity.

A culture that celebrates wins, recognizes individual efforts, and fosters appreciation leads to higher engagement, productivity, and retention.

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Securing Buy-In for Change

As companies grow, change is constant, but without employee buy-in, even the best initiatives can falter. Creating a culture of transparency and inclusion builds trust and ownership. Communicate early and often, explain the “why,” and encourage feedback.

When employees feel involved, they become champions of change, not just subjects of it.

Hiring for Cultural Fit

Happy employees are the best recruiters. When looking for the “right fit,” tap into your current team: the ones who live and breathe your values. Their passion and credibility can attract like-minded candidates.

While skills are important, attitude and cultural alignment are essential. Showcase your internal culture externally through employee spotlights, appreciation posts, and community involvement. The true measure of a company’s culture is the employee’s perspective. It is your external brand.

Retention Starts with Culture

Why do people leave companies? Leadership gaps, lack of recognition, and cultural misalignment. Why do they stay? Purpose, connection, and growth. Onboarding offers a chance to make a strong first impression.

Don’t waste it.

Consider adding an onboarding survey to gauge how your culture is landing. And remember, retention isn’t built on grand gestures; it’s shaped by consistent, positive experiences.

Small Gestures, Big Impact

It’s often the little things that stick. An executive holding the door. A handwritten note. Flexibility when it matters most. These gestures may seem small, but they shape how employees feel about where they work. Culture isn’t defined by a mission statement; it’s lived in the daily moments that build loyalty and trust.

Relationships Drive Results

Title and Escrow is a relationship business, but external relationships alone won’t fuel growth. Internal ones matter just as much. Peer-to-peer trust, leadership connection, and cross-functional collaboration create a culture of support. In a world of automation, human interaction still matters.

Remember it is the small things that make our employees and customers “sticky” to us so pick up the phone, send the note, smile more often. Automation is a tool; it is not a replacement. Take time to balance efficiency with empathy. When you harness the power of relationships, you create a culture that advocates for your brand.

Happy employees = elevated service = increased profitability. When you invest in culture, you're not just building a better workplace; you're creating a growth engine fueled by people, purpose, and connection.

About Jenny Martin: Jenny Martin, Chief Business Development Officer and National Division Manager / SVP for Futura Title & Escrow, has responsibility for overseeing business development from a corporate (family of companies) perspective and responsibility for Futura’s national division sales and operations. Jenny has been working in the title industry since 1994.