A few things to be mindful of…
Superstars…
Ever since we started Keller Williams Realty in Atlanta, it has been my hope that we provide the absolute best real estate services available in our industry. Regardless of transactions or market share, I want for all of us to feel like we provide the best and most satisfying service experience to buyers and sellers in the market. The only way to accomplish this is for all of us to maintain high standards as we commit to strive for excellence in our craft. We’ve always said that “No transaction is worth your reputation,” and this market has provided plenty of opportunities to test this mantra.
In an effort to help you be the best you can be, I would like to share with you some things as reminders to sharpen your saw so that you don’t get tripped up by the negative energy that needless mistakes can cause. Some of these lessons come from real life issues, others simply from my concerned broker brain.
Here’s my (short) list:
• Don’t over promise and under deliver. Due to the nature of many of our client’s financial position, they may misunderstand the amount of control that you can have in trying to save their home from foreclosure, short sale or distress. What you say can be misinterpreted and what you don’t say could be as important (or damaging) as what you do say. Typically, speaking in absolute terms about things outside of your control should be avoided and you should only make promises about things of which you have absolute control.
• We must always point our clients to experts who can provide the little bits of detailed information that can make a huge difference to our clients and customers. Attorneys, accountants, inspectors, engineers, contractors, etc. should always be offered and referred when discussing anything outside of our small field of expertise (regardless of whether we think our clients can or will spend the time/money on obtaining better information from such professionals!).
• Your contracts must be PERFECT. Every “I” needs to be dotted; every “T” needs to be crossed. Not having the seller’s initials on a change in a listing agreement just cost one of our agents $8,000!
• Every contract should have a disclosure statement. EVERY CONTRACT. This is an EASY liability reducer for you simply because it’s information provided by the seller that the buyer is using to base his/her decision upon (even if “I don’t know” is the only thing checked for every question). In the absence of a disclosure statement, then unhappy buyers may try to prove that they were disclosed by the Realtor, only to find out that things were not as they thought. A disclosure signed by seller and buyer takes you out of the liability loop.
• Do not advertise any property without the expressed, WRITTEN permission by the seller and/or the listing agent to do so. The Georgia Real Estate Commission clearly understands that some websites create ads for you and other websites have ads that you create. Make sure that any advertisements for properties you key in are within the rules set forth in the Georgia license law and are approved by your team leader/broker before you place your ads.
• Georgia License law requires that buyers and sellers be given a copy of any contract they sign at the time they sign it. So, make sure that you bring multiple copies of listing agreements, buyer brokerage engagements, offers to purchase, etc. to your appointments so that your clients can leave with a hard copy of the paperwork that they signed with you.
• Any agreements that you make with buyers and sellers must be made in writing or you shouldn’t be making them. If you can’t put it on the listing agreement, the buyer brokerage agreement, the contract or the HUD-1, then you can’t agree to it.
• Never, ever, ever make a counter offer reducing the commission of the other broker. Any effort to coerce another broker into reducing their commission could end up costing you ALL of your commission…and then some.
• If you have an upset client, let your Team Leader know. Your leaders are skilled at conflict resolution and can be most helpful when their guidance is sought proactively. More often than not, unhappy clients and customers just want to be heard and your Team Leader can provide a fruitful conversation with your client that satisfies their desire to appeal to a “higher power.”
I’m sure that I’ll think of more of this stuff. It’s just that lately we’ve had a rash of little issues that could have been avoided sooner – or all together – by being a bit more proactive. Usually the best offense and the worst defense are determined by your paperwork (and your paper trail!).
This market is has produced a lot of stress for so many people. And when it comes to our clients and customers who are in distressed situations, we’re going to find some to try and take their frustrations out on anyone who makes a mistake…even their Realtor. If we are going to work as hard as we do, let’s not make dummy mistakes that can jeopardize the money we earn.
This is a tremendous time to truly help people in the real estate industry. Never before have buyers and sellers needed so much help and guidance as they do today. Make sure that you are striving to provide the most comprehensive, competent and compassionate service available in our industry today. Our collective focus on this will continue to set us far apart for our competition for many years to come.
Thank you for taking such great care of this company’s reputation by taking such great care of yours. It’s a pleasure to be in business with you.
“I got your back…”
SHAUN
