As REALTORS®, we work for our clients, but we work with other agents, and the interactions we have with our colleagues can impact our clients’ experience, for better or for worse. In this session, we will explore building better relationships with other agents with the intent to leverage associations to our clients’ advantage...and to our own professional benefit and for the betterment of our industry as a whole.

2. co· op· er· a· tion
/kōˌäpəˈrāSHən/
-the process of working together to the same
end
-assistance, especially by ready compliance
with requests

3. When Does Co-op(eration) Start?

4. MINDSET

5. ...based on experience?

6. ...generational?

7. ...communcation breakdown?

8. Cooperation or Competition?

9. EXPECTATIONS
Set Your Own

10. SET YOUR OWN
EXPECTATIONS

12. CORE VALUES
Know Your

16. SYSTEM
Create a

17. The “We” Experience
“The more information I have…the better I
can serve the customer…This isn’t just my
deal. It’s not an “I” experience; it’s a “we”
experience.

18. EXPERIENCE
Create an Unforgettable

20. Contract to Close
What does your client communication look like?
What kinds of things do you have in your
checklist?

21. What could you add to your
checklist for the co-op agent?

22. What We’ve Added:
• Handwritten note – at START of transaction
• Intro to closing attorney and lender with all
contact info
• Intro to team (if applicable)
• Verify all documents received – send complete
(and concise) copy of contract
• Copies of:
Earnest money
Amendments
Prequal – updated upon contract

23. Weekly updates (longer transactions)
Notice of:
Inspection scheduled
Appraisal scheduled
Appraisal received
Conditional loan approval
Thank you note (close of transaction)
What We’ve Added:

24. Cooperation or Competition?
What sets you apart?

25. TRIGGERS
Know Your

26. NOT FOLLOWING INSTRUCTIONS

27. NON - COMPLIANCE

28. FEEDBACK REQUESTS

29. “TIME IS OF THE ESSENCE”

31. …AND KNOW WHEN
TO DELIVER THE
KNOCK-OUT PUNCH

32. WIN-WIN
Create a

34. BE RESPONSIVE

35. BE RESPONSIVE
BE COMPASSIONATE

36. BE RESPONSIVE
BE COMPASSIONATE
BE GRATEFUL

38. HEROICS

39. Photo credit: freedigitalphotos.net

41. Small gestures?

43. SERVICE VS. HOSPITALITY
“Service is the technical delivery of a product. Hospitality is
how the delivery of that product makes its recipient feel.
Service is a monologue – we decide how we want to do
things and set our own standards for service. Hospitality, on
the other hand, is a dialogue. [It] requires thoughtful listening
to the other person, and follow-up with a thoughtful, gracious,
appropriate response. It takes both great service and great
hospitality to rise to the top.”
~ Danny Meyer, Setting the Table

45. Why Does It Matter?
People.

46. I’ve learned that
people will forget
what you
said,
people will forget
what you
did,
but people will never forget how
you made them
~ Maya Angelou
feel.

47. Got Slides?
www.mauraneill.com/cooperation

48. Connect: about.me/MauraNeill