This document discusses cooperation between real estate agents when working together on transactions. It poses questions about pet peeves when cooperating, whether the relationship with the other agent can affect the transaction outcome, and whether service to the other agent is as important as service to the client. It discusses mindset, expectations, core values like honesty and putting people before profits. It provides examples of creating positive experiences through communication, technology sharing, and being responsive, compassionate and grateful. The importance of small gestures and creating an unforgettable co-op experience is emphasized.
7. 2.
Do you believe that your relationship with
the “other agent” in a transaction can
affect the outcome/success of that
transaction?
Why or why not?
8. 3.
Do you believe the service/courtesy that
you give to the co-op agent is just as
important as the service you give to your
client?
Why or why not?
9. 4.
Have you ever co-oped with an agent for
the second time and found that the
transaction was affected – positively or
negatively – by your previous experience
with that agent?
Example?
10. 5.
Are you (A) quick to blame or (B) quick to
accept responsibility?
Are you (A) quick to go on the defensive or (B)
ready to apologize if the fault lies with you?
Do you find yourself (A) often complaining
about the agents you co-op with or (B) hoping
you get to work with him or her again?
Are you quick to (A) teach/assist or (B) quick to
criticize?
27. Core Values
1. Be Nice – this one speaks for itself
2. Honesty & Integrity – do the right thing, always
3. Have and Create Fun – exude positive energy
and create a fun environment – with each
other and for the client
4. People Before Profits – seek to create Raving
Fans through exemplary service
28. Core Values
5. Pursue Continuous Growth, Learning &
Improvement – commit to continual education,
pursuit of knowledge and involvement in the
community and in the industry
6. Concentrate on the Win-Win – in our interactions
and negotiations with each other, other agents,
clients and consumers at large
7. Own It – both the market and our own
accountability
29. Core Values
8. Embrace a Spirit of Flexibility – with schedule /
attitude / everything
9. Remember Community Giving and Charity –
giving back is the cornerstone of what we do
what we do. Community involvement through
volunteerism and financial giving is a must
10. Advocacy is Paramount – advocate for the
client, for homeownership & private property
rights, and for your own work/life balance
30. Great Service
- Inspires loyalty
- Creates longer relationships
- Furthers mutual respect and admiration
- Fosters certainly that investment is worthwhile
- Makes the recipient feel valued, important,
satisfied, cared for, appreciated, and
encouraged
32. 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.
38. 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
39. What We’ve Added:
Weekly updates (longer transactions)
Notice of:
Inspection scheduled
Appraisal scheduled
Appraisal received
Conditional loan approval
Thank you note (close of transaction)
40. What Else?
File sharing – Dropbox, Box, Google Drive, etc.
Access to e-signature (if they don’t have)
Access to other technology
More?
63. 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, restaurantuer
64. Photo credit: “Fly Fisherman Casting” by joe1642 on Flickr.com
Turning Over the Rocks
65. Turning Over the Rocks
Think like a fly fisherman
Look for the story behind the story
Collect the dots
“Recruit” the co-op agent to have a feeling
of shared ownership in the transaction
71. Is it Cooperation or Competition?
DO make it a win-win – you’re in this for the
same reasons
DON’T make it personal
DO return calls, answer feedback requests, be
available to answer questions,
DON’T be condescending, rude or otherwise
embarrass yourself
DO remember that the way you interact with
other agents can affect your clients’ outcome
72. 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.
As usual, when I create a course or a workshop like this one, I like to turn to my friends – many of whom are CRSs and are here at SAB. When I asked for examples of things they do that put the customer first, I expected a list of things they do every day – such as get a clients’ music preferences and create a playlist or find a satellite radio station that matched for a long day of househunting or finding out the restaurant preferences of an out-of-town client and creating a list of restaurants they may like while in town for their househunting trip. But when they answered, I found some pretty inspiring stories, what Nordstrom would refer to as “heroics”.
Beginning in the late 1970s, Nordstrom began renovating their stores to create a more inviting experience. They widened the aisles, changed the lighting, designed departments based on the lifestyles of those who shopped there and gave those departments their own unique décor and feel, added coffee shops and restaurants, made fitting rooms larger and improved the lighting, even featured the works of local artists, live music, and The goal was a feeling of utmost convenience and openness, to attract the customer to linger longer and, therefore, buy more.