Real Estate Bullies and Snotties be gone!

Today is "pink shirt day" in honour of banishing bullies here in my corner of the world!  Aiding that message today I shall blog about who you do and don't want to be known as in the circle of real estate professionals (or any circle for that matter!)

Years ago, when first starting in this profession, I can remember calling some of the veteran Realtors to book a showing or discuss an offer.  I remember with clarity some of the nasty retorts I received from a few bullies practicing in our area:  "That offer is not worth the paper its written on!"  "Did you READ the listing?"  I won't bore you or enliven them with more press; you get the idea. 

Then we have the the snotties, those Realtors dripping with disdain about anyone who is not a client they're hoping to get.  There is nothing the snotties don't know or haven't done.  The snotties have never had a deal go sideways or made a clerical error.  The snotties have never dealt with fickle clients.  The snotties don't have any human experiences the rest of the Realtors seem to encounter on a regular basis!  Ha!

As you can imagine...any Realtor falling into the two categories above does not solicit warm and fuzzy feelings of cooperation.  And, if they think they're working in the best interest of their clients OR their wallets, they're sadly deluded.  What they are doing is leaving a lot of business on the table.  Who in their right mind would want to deal with overbearing, pretentious dipsticks?

Now, when I entered real estate I knew there were a lot of "type A" personalities in the business.  I just didn't think A stood for a**hole.

Bullies and snotties of the world be gone!  Life is way too short to listen to your self important drivel!

Thankfully these num-nuts are far overshadowed by delightful and humble Realtors I deal with.  I remember with equal clarity these fine veterans who were kind mentors and helped me if I needed something when starting out.  These characters are fun and fair and fine -- and you want to do as much business with them as possible!

We don't all have to hold hands singing Kumbaya together but professional kindness and courtesy takes exactly as much time as being rude and short tempered.

Be that great mentor and helper to those newer at anything than you.  This is the true measure of success.  Look out for your colleagues and friends; the return on that investment is priceless.

Oh no! Tell me you didn't press send!?

In the category of learning from our mistakes, I can tell you first hand that a simple rule of thumb will save you major stress and the need to repair connections with people.  Here it is:  If you are angry, frustrated, stressed, fuming, confused or otherwise not in a clear and calm state of mind and you have just written a blistering e-mail...do not press send!  Save it in draft.  Cool down.  Look at it in the next day or the next hour if time is of the essence.  Chances are good that you will edit, sweeten, expand and make palatable your missive!

Currently I'm one of the recipients of a group e-mail that should have been saved in draft!  As it turned out the author had not found out the facts before launching into a tirade of shame and blame towards members of an organization. 

Now, of course, I'm sure he'd like to shrink and disappear as the replies ("reply all") are coming in.  His facts were incorrect and he'd made huge assumptions. Ouch.

One of the best parenting tips I ever received was to ask your child "when I said (fill in the blank) what was your understanding of that?"  It was astonishing that what I thought I said was not in any way what my son had understood.  The same goes for adults!  Its a wonderful question, "what was your understanding of our arrangement?"

In business or personal relationships it will save so much grief if first you ask for clarification before jumping to concussions.  In the case I'm talking about, a few private e-mails questioning why certain people did not attend a training would have saved a tremendous load of heartache and embarrassment all around.

So...put this to music:  "If in doubt, don't send it out!"  And for the second verse, "And for pity sake don't send it out to copied to the masses!"

If you have to eat a frog, there's no sense in staring at it all day.

"If you have to eat a frog, there's no sense in staring at it all day."  This was a great line Floyd Wickman used in a real estate training course I took along the way entitled "Sweat Hogs!"  He was referring to tackling the unpleasant aspects of our lives that need to be dealt with -- the awkward phone call, telling someone bad news, dealing with unwieldy situations and the like.  His point, of course, is that you're better off doing first what is otherwise just going to overshadow your thoughts anyway.

I don't think any sane person likes to be the bearer of bad news.  (I cannot imagine what doctors go through on this score...)  It is hard to tell someone that their home sale collapsed or that the home they wanted got scooped up by a faster buyer.  It's hard to say an inspection revealed foundation damage or that there is evidence of a grow up; it's hard to let someone know you've discovered a lien on their title.  It's hard to ask for yet another price reduction to get someones home sold...but these big jagged pills we have to swallow are part of the job.  The best we can do is to deliver bad news clearly, kindly and patiently.

In the forewarned is forearmed category in preliminary talks a great Realtor will often go over possible stresses.  But, it's impossible to imagine all the situations that might arise when buying or selling a home.

It is true that it is best to deal with the least pleasant tasks first and clear our heads for other responsibilities of the day.  It is not fair to anyone to procrastinate (okay, you don't break the news on Christmas or birthdays!).   The sooner the issue is tackled, the sooner we can work on a course of action to move forward.

Most importantly in bold caps when delivering bad news should be the news that "I'M HERE TO HELP!"  You don't have to deal with this on your own!  So it is also VERY IMPORTANT that you don't shoot the messenger!  Otherwise...who is gonna help?

As long as you stick together with your Realtor the bad news will pass and a success story will form!  Hang in there.  Keep breathing, it will all work out fine in the end.

It won't cost you a cent to find out.

Year's ago when roaming lost in the West Edmonton Mall I happened into a clothes shop and was admiring a pair of pants. The salesman there gave me one of the best lines I've ever heard: "it won't cost you a cent to try them on!" And I did try them on. And I did buy them. And I did like them! But I was fully prepared to walk by the opportunity until he spoke.

Today I'm speaking to the young people who might think they're too young to buy a home....but they're paying crazy rent prices!

I had lunch today with a dear client I helped to downsize last year -- she went from 13 acre hobby farm to a sweet rancher in town following the death of her husband.

As we sat chatting in Tim Horton's she asked about the market and I conveyed a sentiment I'm often repeating. I wish people would jump into this wonderful time to buy in the North Okanagan while even long term fixed rate mortgages can be had at remarkably good rates and prices are soft for the moment. She talked to me a bit about her grandson who is paying a significant amount of rent for a place in East Hill.

My own son is 22 and I think it's never too soon to think about investing in real estate -- especially in a gorgeous area expecting a 40% growth rate over the next 20 years! (Confirm by Googling CMHC stats.) As I expressed to my friend about her grandson, what most people, especially young people, fail to fully consider is that in BC the most effective way to build wealth tax free is through your principle residence! It is the only way I know of that you can make huge amounts of money in an improving market without a big tax burden. And, if there's one thing I know its that an area like this one is only going to go up over time.

Here's what I say to our young people. It won't cost you a cent to find out if you could qualify to buy a home! And it won't cost you a cent to see if there's anything in your price range that might interest you! There is absolutely no reason why you shouldn't at least have a conversation about your future. Research a great Realtor and they will know a great Mortgage expert to meet with you.

I heard another expression that hits the nail on the head: paying rent is like buying a dead horse. Now, I have a rental apartment and I'm deeply thankful for renters! There are times when renting is either the only option or a smart short term option.

Even if you choose to continue to rent, young people, you owe it to yourself to at least know where you stand on buying your own home.

Enough said!

Ways to scare your Realtor!

Honest to goodness I love my job! When I share some insights I don't want you to get the impression I don't love the people I work for or the privilege of selling real estate. With that rider firmly in place, let me give you some ammunition for any time you feel the need to scare your Realtor.

First of all, any phrases that begin the following way will have your Realtor's heart rate escalate in exact proportion to your enthusiasm:

1. I was talking to my neighbour about pricing.....
2. I was watching this show about renovations.....
3. I went to a great open house and they said I better do an offer then and there....
4. Just before you were going to come over another Realtor called....
5. We put in a renter, but they said they'd leave whenever we need them to....
6. We've never been bothered about using permits....
7. We're just testing the market....
8. All of our other 10 Realtors didn't understand we used thicker insulation than most...
9. Our yard shows better when its covered with snow...

Other hair raising moments for Realtors include:

1. Driving by and seeing their sign gone.
2. Having flowers delivered with a card from you saying you'd bought something on your own.
3. When your phone has been disconnected.
4. When you say things such as, "what happens if we can't close?"
5. Whey you begin any conversation with "we have a problem."
6. When you say there are 7 people on title!
7. When the estate executor has never seen the home they're selling but is sure your pricing is too low.
8. When registered mail arrives that has to be signed for with the sheriff!

It is true that you learn more from challenges than from simple transactions....so keep 'em coming buyers and sellers!

So you think you want to be a Realtor?!

It's not uncommon to run into someone who wishes to pick my brain about becoming a Realtor. The lead in conversation is often something like this: "my family (or friends) think I'd be a great Realtor because I like houses and like people."

Of course those two qualities are excellent for a Realtor! Probing further I will ask, "how is your tolerance for stress?" If the answer is that the person does not handle stress well, I recommend a different career choice. My next question is, "how well do you handle rejection?" If the person says they wilt when rejected, once again I recommend a different career choice.

Unlike traditional jobs, in real estate you don't get paid until a successful sale completes! Just because you're working hard does not guarantee a paycheck. What's more, there is more work involved in collapsed sales than in successful ones! When I first started in the business I remember a more veteran Realtor commenting that you never really relax in this work. You can have a cheque in hand for 20,000 yet you have no idea where and when you'll earn your next pay! Meanwhile, expenses are no respecters of successful deals! Advertising, vehicle, computer, phone, office, franchise, board association, insurance, camera, income tax, HST and education costs roll merrily along with marked enthusiasm! You simply cannot "coast" in this business. A seasoned Realtor recently remarked that it costs an individual Realtor in the vicinity of 50,000+ per year to maintain a strong presence in the profession!

Being honest, earnest, keen and enthusiastic will be of great benefit; but you will often be rejected in favour of a budget brokerage or a Realtor with a great spiel! People often say that "its business, its nothing personal." However in a heartfelt endeavour, it sure feels personal! So, you need to learn how to manage your emotions in the roller coaster amusement park which is real estate!

There is a whopping percentage of people who enroll in the University course to become a Realtor that never successfully pass the exams. The number of new Realtors who last more than a few years is also slim.

All this being said, this is a wonderful, wild, fun and delightful line of work! You are guaranteed wonderful highs and significant disappointments! You have the chance to play a meaningful, strategic part in people's lives. It is a career of lifelong learning. And, just when you think you've seen it all...a new twist of human nature takes a swipe at one of your deals.

The best in the business maintain their dignity and poise under pressure. They are true professionals with tremendous responsibility.

The requirements are huge and the rewards can be great. My best advice if you're seriously considering this as a career is to have a good heart to heart with a Realtor you trust and really get an inside look at what your life will be like as your own boss with very robust competitors!

And some think we get paid too much! If they only knew....

The more stressed you are, the more you need a great Realtor

For every real estate transaction there's a story. Some stories are happy; weddings, growing family, downsizing freedom and the like. Many are sad; divorce, death, financial pressure and tales of that ilk.

The more emotional the move, the more you need a great Realtor who has your back. Sometimes when you're on cloud 9 you need the voice of reason keeping you on track and not overpaying for a home. When you are in despair you definitely need a trusted professional helping with the overview and managing the details of your transaction.

In my experience the best Realtors display tremendous empathy. They will feel deeply what it is you're feeling and lose sleep over thinking of ways to help you. Literally. That said, the most effective Realtors in the midst of any emotional crisis keep their cool and keep the transaction process at a manageable speed for the client.

The vast majority of people, when upset, cannot process information well. They are already on overload. I've often let grieving clients know that I am happy to repeat information, re-answer questions and simplify as much as possible the stress on their choices. In doing this, I completely respect their intelligence and competence -- I just know that under duress we are not firing on all cylinders.

When dealing with the sale of your biggest asset or the purchase of your biggest asset, look for a realtor who is invested in your welfare and not pressuring you to add to their paycheck. A great realtor will give you the straight goods -- but kindly. They will make sure you and your loved ones are protected and well served in the good times and the bad.

A great Realtor is the voice of heart AND the voice of reason. Just one more example of why they're worth their weight in gold.

Buyer beware...especially of fsbo's

Now before you go jumping to the concussion that I'm just trying to get you to use a Realtor, just consider on fact alone what I'm writing about.

In BC the Real Estate profession is tightly monitored and Realtors are held to a standard bordering ridiculous on matters of disclosure -- disclosure on remuneration but more importantly disclosure on any known faults in a home they're marketing.

Transactions taking place within the fold of organized real estate also have insurance protection and an organized body (Real Estate Council of BC) to handle any grievances that may arise.

In addition, Realtors have to take identification from prospective buyers or sellers and have to report any large cash transactions or anything which raises suspicion at all to do with the transaction.

Realtors are held accountable and the profession is held accountable for all transactions using a licensed Realtor to give the security that sales are above board, clear and clean. All monies are held in trust at each stage of the transaction as well.

Shockingly private sales are held to no such standards other than the court system. A private seller does not necessarily fill out a property disclosure statement (mandatory for all Realtor sales). It is strictly buyer beware.

Yes, you can and should use a lawyer for privates sales -- but has your lawyer been to the property? Have they met the buyer or seller on the other side? Do they know if an inspection took place or if strata minutes are acceptable? Not usually.

Before becoming a Realtor I have on more than one occasion bought or sold privately. I did not know then what I know now! I fully realize that many trade in good faith. Just be very, very careful.

If I wanted to sell a grow op or launder money I sure wouldn't do it through organized Real Estate! If I wanted to hide a fault in the home, I sure wouldn't want a trained Realtor taking the listing! If I built without permits or final building inspections I sure wouldn't want that highlighted on a property disclosure statement. If I was over pricing I sure wouldn't want a Realtor aiding a buyer with comparables.

In BC sellers pay the real estate commission. Why any buyer would not use the services of a professional is a complete mystery. Savvy sellers need no convincing to use a Realtor. I challenge you to find any real estate mogul, investor or financier dealing with real estate investments and sales that doesn't use licensed Realtors.

There's a reason great Realtors are worth their weight in gold. To serve and protect. To serve and prosper. To serve and promote.

often the 1st is best

Often times Realtors see that the first offer is often the best offer. There is an understandable tendency for sellers to think "that was too easy, my home must be undervalued" if they get an offer shortly after listing.

Let me relate a true story: a few years ago a colleague of mine at another brokerage listed his uncle's home. (Always tricky dealing with family and friends...but that's another blog.) Anyway, shortly after listing, he received an almost full price offer on the home. He presented the offer to his uncle. Because it happened so fast, his uncle not only rejected the offer outright but withdrew the listing and asked his nephew the Realtor to re-list it at a considerably higher price. The uncle was convinced that his nephew had severely under priced his home to have fetched such a fast offer.

You are smart, so you know what happened. The home sat and sat on the market and eventually dipped in price by reason of reductions way lower than the original list price until it expired unsold.

While there is not a perfect science, a great Realtor will study comparable sales (not what is listed; you can ask any price you want -- we go by proven results) to suggest a price to you. A great Realtor will also showcase and launch your listing in style and for a brief period of time you enjoy the spotlight of being the new kid in town.

If a buyer has been watching and waiting for a home like yours to come on the market, they'll jump. Make no mistake -- if your home was overpriced, they would not jump! They proceeded with an offer because your Realtor did a great job.

A great Realtor will share with you how they arrived at their pricing, so you don't need to fear being under priced simply so that your Realtor can line their pockets.

And, for every quick sale there are many more sales that take much longer. Over time this balances out for Realtors. When asked the question, "are you going to cut your commission because it sold so fast?" the answer should always be "as long as I can raise it if your home takes a long time to sell!"

Good things do happen! So, if you're lucky enough to get an offer quickly just know that lady luck has conspired with a great Realtor! Take the money and move on with your dreams!

Community Assets

It's going to be a short and sweet blog today....simply put, one hallmark of a Great Realtor is one who gives back to the community! It pains me to see when people in any profession are just in it for the money and are always "too busy" to volunteer and make their community a better place.

When you're thinking about what realtor to use in your next transaction, ask them how they make their community a better place and how do they contribute in action and with money to add back true value into the heart of their hometowns.

Enough said!

Are you loyal?

A recurring nightmare for Realtors goes something like this: for six months they've racked their brains, redone market evaluations to check pricing, advertised relentlessly on line, done open houses, taken tour though, used the local press in efforts to sell your home and still have not had an acceptable offer on your home. It happens, often without good reason. The listing expires and the owners decide to "take a little break." Meanwhile, Realtors combing "expireds" for listings initiate contact and promise the moon. "We take your listing to Alberta (so does every Realtor who uses the internet!), we advertise 24/7 until you're sold (so does every Realtor using mls), we only charge 3% (all commissions are negotiable down and UP at the time of sale -- bet they didn't tell you that), we sell more (they don't tell you they're comparing a team of 6 to one individual.) You catch my drift.

What wakes the Realtor in a screaming sweat from this nightmare is when their client falls for this drivel...not only falls for it, but signs with this competing Realtor, and not only signs with this competing Realtor, gives them the price reduction you've been asking for for the last 60 days!

What drives the final stake through the Realtor's heart is when the home sells (due to the price reduction) and the competing Realtor promptly displays a big fat sold sticker on their sign!

If you have a Realtor that's doing a great job for you, for pity sake, be loyal! They will get the job done and they deserve your loyalty. Don't let someone else prey on your insecurity or frustration. Simply let them know you have a great Realtor and you're taking a break and kindly not to call you again. But, do bring buyers!

Oh, that reminds me that's another hook, "I have a buyer who would like a home like yours." Oh, really....why didn't they bring them buy during the 1/2 year it was listed?! Ha!

Competition is always a good thing, don't get me wrong. If you've had a dud Realtor, by all means do not favour them with further business. There are many fantastic Realtors with high ethical standards you could be using.

But if you have one of those great Realtors already, one who is doing everything possible to bring you a successful outcome...don't break their hearts! Stay true and stay loyal.

Don't act your age; but do move on!

For heaven's sake, don't act your age! But do move on when the time is right.

One of the delicate times in a person's life is when they are beginning to consider selling "the family home." This was the place they raised their family and had back yard parties, contained the doorway with penciled heights of the kids growing up...the place that for many years has been home.

This is also likely the place with lots of stairs, laundry in the basement, big yard and gardens and lots of maintenance.

For some, the thought of moving from this family home is akin to ordering their tombstone. All downhill to the grave. I'd like to say, from my experience helping people downsize, it's really closer to returning to party days of youth. All enlivening and stimulating!

Contrary to the thought that going from a big home to a townhome or apartment is restricting it is often just the opposite. Suddenly there are lots of folks around to talk to or share card games with. Suddenly there is time to travel instead of watering gardens and time to go on long hikes instead of cleaning a large home. So much of "chore" time is freed up for play time.

Many 55+ strata developments have pools, club houses and recreational facilities. Most of the club houses can be reserved for special occasions involving larger numbers -- so you still have a place to host that family reunion! Many strata developments are gated, lending themselves well to the seasonal traveller. You can be away without a worry!

Many "retirement" apartment complexes have gorgeous dining rooms and fitness areas, bus service to town, libraries, movie rooms, salons and various other amenities! Long gone are the days of images of rows of listless and bored "inmates" of a seniors home.

A colleague here at Sutton, Michele Blais, made a wise observation when appearing in the "Sutton Scoop" the other day; de-cluttering a home for sale is a good start to the process of letting go of that chapter in your life.

Downsizing, or right sizing, not only allows you more freedom to follow your current dreams -- it frees up a new lodging for another family to create their own memories where yours left off.

Life can just keep getting better; don't let anyone tell you otherwise!

cool shades and zipped lips

One of the early lessons in real estate is learning when to zip it! It is always fascinating rather than providing commentary upon entering a home to listen to how it strikes a potential buyers. I might think it's gorgeous but it may hold no appeal to my clients. Or, I walk in ready to apologize for bringing them to an address and they comment that its a really great place.

There is no "one size fits all" in real estate. And, when showing property it is pretty critical that a Realtor remember that they're not the ones making the purchase or planning to live in the house! This doubtless sounds very basic and yet, if you're like me, you're sometimes still surprised at how differently someone else views the same exact thing you're looking at.

Recently there was a YouTube video that went viral. It involved a dad shooting his daughter's laptop following inappropriate comments on facebook. What surprised and intrigued me was the controversial "take" on this video (which was only intended for the daughter's "facebook friends".) Some found it amusing in this day of coddling, others were outraged at the use of a gun, the escalation of the disagreement, etc. Both sides are convinced of their argument.

This got me to thinking about a speaker I heard once; he came out with an over sized pair of green tinted sun glasses on. He asked the crowd if the world looked green to them. He was then emphatic that the world was green from his standpoint!

We each view our world though our own collection of shades that tint our view of the world. Its not right or wrong, better or worse. It is simply the unique way we see the world and experience the world. So, simply expecting someone to see something the same way we do is impossible. They can't. Their glasses have a different tint.

At best, we can gain an appreciation for the cool shades someone else is wearing and zip up the compulsion to overlay our view. Gives all new meaning and adds credence to the cliche that we have two ears and one mouth for a reason!

We're Better Together

A year and a half ago when I joined Sutton, it was a fledgling group of half a dozen Realtors or less. It had been at one point a far larger company in the Vernon area, but had wound down over recent years so that at the point of selling the company in mid-2010, there wasn't much left. Enter Tamara Cinnamon, an earnest and ambitious gal with a new broker's license! Tamara bought the company in part after collaborating with some colleagues to see who would be drawn to work at a different sort of real estate company.

I, for one, was all in! Here is what I wrote for a newspaper announcement shortly after choosing the new Sutton as my office: "It has been a dream of mine to work with a select group of colleagues known for their creativity, hard work, ethical and fun-loving approach to the real estate business. A group is assembling at Sutton that speaks to this dream and it is with great delight that I make this move to be a part of this dynamic office." It really was a leap of faith! But we would tell each other in the early days, "we're going to be the best real estate office anywhere!"

Early on we adopted the tag line, "We're better together." It's so true. Each of us (up to 14 now!) works quite independently but thrives on the supportive nature of the group. Together we've got over 100 years of combined experience so there aren't many questions or dilemmas that we encounter that one of us hasn't experienced. We are genuinely glad when a colleague has a success story and genuinely sorry when a colleague has a story of frustration. We brainstorm ideas to improve each other's listings and endeavour to bring buyers to each other's listings.

When one of us has to be away, there is no fear of anything being missed -- there is no one here that I wouldn't trust to act first and foremost in the best interest of my clients. I fill in for my realtor friends here with the same passion that I handle my own business.

Together we're able to shoulder in to many community projects and to date in our little history have benefited: Habitat for Humanity, John Howard Society, Gateway Shelter, Vernon Food Bank, Winter Carnival and numerous other charities supported by us individually. A few weeks ago the "Sutton Scoop" also started broadcasting on YouTube, highlighting other people and activities that enrich the North Okanagan. When there is a need in the community we're able to be counted on.

It is incredibly heart warming to see the success of Sutton, to see the leap of faith landed those who took it not only onto firm ground, but into great atmosphere! As broker/owner Tamara consistently encourages the best in performance and life balance in herself and in all here. Any suggestions about how to make the company better are met with welcome and exploration. Being in a high stress industry, what an incredible gift to have an office to walk into like this one. It's the professional version of Cheers! (Remember the Boston Bar's theme song, "sometimes you like to go where everybody knows your name; and they're awfully glad you came...")

We are better together in house, and we are better together with all like minded individuals and business we deal with. Never let anyone tell you that a real estate company can't be as full of love and warmth as it is full of drive and professionalism.

Get a shed, Fred

For buyers, the job of a great Realtor is to match you with the home that suits your needs most accurately. Before doing that, there is an art to assessing your needs.

If you've ever had an outstanding clothes sales person, part of what made them great was that they brought you things that you wouldn't normally try on. Annoying when they're out to lunch but intriguing and helpful when you try something on that really works! And something that you would never choose without their help.

As an example for house hunting, occasionally a buyer will tell me that they must have a basement. I'll often ask them if they like basements. When the answer is "not really" I enquire further. Often buyers think they need a basement for storage! One time I remember the look on a woman's face when I posed the question, "have you considered a shed?" I felt like Moses parting the Red Sea. Well, okay, not that grand, but pretty spiffy. A shed was exactly the ticket. They didn't like basements at all. A simple suggestion, but one they had never thought of.

Sometimes too I'll ask a buyer how big the house should be. Sometimes their square footage requirements are off the charts....and only two people live there full time. As much as I'm happy to sell them a huge home, sometimes I ask further why they need such a big home. Sometimes the answer makes sense. Sometimes the answer is "just in case each of their 3 children and families come home over the same time frame." If that happens often, again, I understand. If that has never happened or happens so rarely that they can't remember the last time another suggestion might be helpful.

What if we scaled down your home size and then with the money you save by not maintaining and heating a huge area you rarely use you can set your family up in a posh B & B just down the road when they visit?

Of course some buyers are adamant about what they want, and that's fine too. But, more often than not, a great Realtor is (once again) worth their weight in gold by exceeding the expectations of the buyer and finding an even better fit than they had imagined.

Word of mouth X 1,000,000

Mark my words (no pun intended) businesses not aware of the power of social media and the Internet are in for a rude awakening. Like it or not, the consumer voice just got amplified by a million -- so if you're not rolling out class service, the world is going to hear about it!

Remember the songwriter whose guitar got ruined while flying with United Airlines? He couldn't get satisfaction from the company so wrote a song, performed it on Youtube and it went viral. Now over 12,000,000 viewers have seen the video, "United Breaks Guitars." Not the kind of advertising they were looking for.

Papa Johns also found out the hard way that the most junior of employees reflects on the whole company when in New York an Asian woman found she'd been referred to on her receipt as "lady chink eyes." She simply snapped a shot of the receipt (used by employees to know who to give the specialty pizza to) and posted it on Twitter. It too went viral. Papa John's head office was left scrambling to make amends and make sure it didn't happen again.

New on the scene is a website co-founded by the songwriter of "United Breaks Guitars", Dave Carroll. It is called Gripevine.com and that is also the web address. This site is to give consumers a public forum to be heard about any dissatisfaction or business horror story they might have. Companies will have the opportunity to subscribe to the site and address issues as they arise.

Right now, not in the distant future, consumers have a means of leveraging word of mouth to astronomical proportions. Word of mouth is now times a million.

What I love about this is the pressure it puts on business to heighten customer service and satisfaction. What I hate about this is that it encourages the power of word of mouth to accentuate the negative.

In a complete inspired counter move I'm beginning the Greatvine.ca! Brenda Ellis is a computer whiz in my Sutton office and we've already purchased the domain. I'm going to hashtag #greatvine and keep these public areas to emphasize the great experiences we have with a person or a business. Stay tuned and help with the grass roots endeavour to highlight companies doing a wonderful job with fantastic customer service. Each day that I post a blog I will also post a great business at #greatvine.

The news is an easy way to see how slanted and consumed everyone is about what is wrong. Over a long weekend you would never see this report, "3,500,000 people travelled the highways safely over the long weekend." But, you sure would hear, "2 fatalities litter BC roads!"

Closer to my business, you would hear about the home sales from hell, but not that over 95% of all organized real estate transactions complete happily and without complaint. (In BC we do have a gripe outlet named the Real Estate Council of BC!)

Until we get the web site launched do join in the Twitter hashtag campaign to emphasize the business people you respect and recommend!

I encourage you to use your voice primarily to emphasize what is right in business. But for those businesses that just won't step up and provide excellence....let 'em have it with both barrels!

Move doesn't have to be a 4 letter word

Back along the way, long before I was a Realtor, I was chatting with the wife of 100 Mile House's Royal Bank manager. The policy for managers at the bank then was to transfer every two years. I remarked to her that it must be a colossal pain moving every two years. "Not at all," was her reply. She went on to say that they simply went to scout out the next town they were going to, found a house and let the bank's moving company know where to take their stuff. They then went on holiday and after their vacation went "home" to the new place.

For those of us "do it yourselfers" that was a radical concept. What, you mean no hair pulling on hold with utility companies, no dragging friends with strong backs and pick up trucks over? No late night cleaning and break of dawn scrubbing of the fridge? No endless days of living in chaos on both ends?

Some might counter, "well, they didn't have to pay for it." True. But if you use a great Realtor you will optimize your sale price and even with commission end up with the most money possible for your home. Aren't you worthy enough to use some of that money (most of which is from your home value increasing all on its own!) to enjoy the moving process?

When people buy a brand new home, they have to budget for window coverings and landscaping usually. When you buy your next home you could budget for movers and a great person to switch over all of your administrative stuff. It is easy to find someone who would love the employment involved with packing up your home and unpacking at the other end.

What if "move" rather than a 4 letter word sending the strongest among us into the street screaming became an exciting and easy experience?

What if rather than thinking you always have to do everything yourself, you actually stimulated the economy a bit by hiring a great team to help you?

This is delicious food for thought and, as always, I speak to myself as much as anyone else!

Be where you're compelled to be and don't let the roadblock of inconvenience paralyze your moving in the direction of your dreams.

No blame, no shame, no one thrown under the bus

On the heels of my losing $19 on the Superbowl game yesterday, as promised to a dear friend and New York fan, Randyl, today's blog is about the GAME. The game of competition and teamwork. The game of winning the game of admitting defeat.

Most of you have heard that my Patriots came up short by a few points and the Giants won the game. For those that didn't have occasion to see the game, it was a nail biter with changes of fortune. (Now, does it bug anyone else that the sportscasters switch loyalty faster than a New York second when the tides change in the game?)

Anyway...there were many spectacular catches and one spectacular miss for the Pats. It was a game changing miss and when the cameras panned the benches the poor mooks own team mates were hanging their heads. I suspect in part sensing that that missed catch could cost the whole game, and partly feeling for the teammate that missed. Ouch. What great pain to let the whole team down.

In a follow up interview the Pat's coach was asked about that miss. His answer was inspirational. He said, in effect, that the player had made many fine catches for the team and clearly tried his best to make this one. No blame. No shame. No one thrown under the bus.

It is only the small hearted people that take any joy in another's failure. The finest know, without a doubt, that the miss could have been theirs.

The measure of the quality of any team is not how they behave in times of victory and elation, but how they hold together when the tide turns.

Bringing this closer to my work I am reminded of the great quote: "Success has many fathers, failure is always a bastard." The art of explaining a collapsed deal is to cover off honestly without venom. My question to myself and to you is if we're as noble receiving "bad" news as we are receiving fantastic news. Do we consider with our colleagues a way to fix the problem for this time or the next or look for someone to throw under the bus?

Champions in any field should play like champions no matter how the tide turns. Ecstatic in victory and honourable in defeat. The team stays focused no matter what. The coach keeps perspective no matter what.

No blame, no shame, no one thrown under the bus. Hope that's how we all roll!

Yes, you should have an inspection!

So, you've found a home you like, you can afford and is in the right neighbourhood. I liken this to picking out a video in the store (a fading experience!). You've got it locked up, but you haven't paid for it yet.

One of the most important things you really must do, unless it is a new home under warranty, is to have the home inspected. I know some people's brother's cousin's uncle has built homes and could come do a walk through. Worse, some buyers have done bathroom renos so know homes. Worst, you saw a Mike Holmes show and know what to look for....

The best money you'll spend is on a professional inspection. The inspector I favour has had 30 years in the trades (carpentry, heating & cooling) prior to becoming an inspector. All inspectors are definitely not created equal so do look for a solid recommendation. Now in B.C. inspectors do have to be accredited so that helps consumers.

An inspection does many things, one of which is shielding you from buying a home with any major faults. Another thing is to point out little fixes that will be necessary either immediately or in the next few years. Delightfully most inspectors also produce a manual for you on your home with descriptions and instructions on when to consider replacements and what kind of materials have been used in the construction of your home.

I'm in my 8th year of real estate and have had to collapse less than a handful of deals based on severe problems. I have had price negotiations based on significant but not deal breaking problems as well. Always I pre-frame clients that an inspector will find some fault -- but that we're not nit picking (most contracts have a threshold for inspections: any problem over a certain amount requiring immediate repair of either a set amount or percentage of sale price).

In a home that's not new you should expect comments on usual wear and tear. Minor things are not deal breakers, only information.

What constitutes a deal breaker? Major foundation issues, unsafe building materials, poorly done additions, roof leakage, poor insulation, faulty wiring, things of this scope. What constitutes price negotiations? Anything over and above the agreed upon amount for normal wear and tear, i.e. you find out the 7,000 furnace is on its last gasp.

Once you've purchased the home there is no turning back. If two days after you buy the stove goes kaput...it's your stove! The only recourse you have for compensation would be if there was a latent defect (one not easily discoverable by inspection) that the seller's knew about and failed to disclose.

Ballpark price for an inspection is 450 - 500 and is the best money you can spend. Obviously a great Realtor is going to make sure all other subjects are met before asking you to pay for an inspection. (You'd hate to pay 500 then find out you couldn't get insurance or that there was a problem with the home title.)

So, yes, always yes, you should have an inspection and you should use a licensed, professional, well recommended, honest, knowledgeable inspector!

Is your heart in your home?

Home is massively important to me. I can't begin to describe how much I love pulling into my driveway and seeing my little yellow house. It is a humble home, but full of colour and the presence of my dogs and objects of art and photos that I love. Very commonly I am told by guests how deeply they relax there and how it reminds them of a home they loved from growing up.

On the bleakest of days when I nestle in at home and light my wood stove -- it's a little coffee coloured wood stove with glass front -- all is as it should be in my world. Home is sanctuary, creative space, play space, work space. It is where I go to rest, rejuvenate, create, entertain, laugh and commune.

I have lived in houses that were not a good fit for me. Rather like having a pebble in your shoe, you can be thankful for having shoes....but the fit is uncomfortable and distracting. The quest for home is a driving force and one that should be respected.

Perhaps this is why home buying is often an emotional decision. Logically someone is looking for a town home that's brand new yet fall in love with an old character home they drive by one the way. (There is a slang expression, "buyers are liars" in the real estate profession. This is not meant to be rude but to indicate that often a buyer thinks with their logic that they want one thing and end up buying something else entirely based on the draw of their heart.)

Many people I take house hunting know within seconds of walking into a home whether it is for them or not. Part of my job is to make sure it's not something easily altered that is the barrier if they don't like it. Is it the smell? Is it because the walls are yellow or the carpet pink? Cosmetic changes can be made easily. So, take your time to see if the home speaks to you in any meaningful way.

A great Realtor will try to get to know you, what makes you tick, what makes you comfortable. We're not being nosey...just investigating clues to help you find the home that wows your heart. There are few things more satisfying to a great Realtor that watching your expression when you find the home for you!

When you buy a home to live in, live in it! That might sound funny, but so often people will use all neutral colours or the most generic taste in furnishings instead of tricking it out just for their joy. But that's a blog for another day....are you buying to live there or buying to flip?

I wish for everyone the deep and satisfying joy of having your heart in your home. If you're living somewhere that doesn't fit you...call me. We need to talk. Don't let a few weeks of inconvenience stop you from being at home in your home.

Mind your manners, dipstick

Whenever I deal with someone who is without manners, this thought always comes to mind: "Charm school called, your refresher course is overdue." How on earth did we ever equate power in business or excellence in the arts with someone getting away with the behaviour of a rotten toddler? Is is shows like "The Apprentice" modeling the Donald Trump style of business manners? Or the diva's demands for their dressing room that somehow normalizes horrid manners for the "elite" in their fields?

Closer to my field of expertise, I can't believe it when the first words out of any Realtor's mouth upon receiving a written offer on one of their listings aren't, "thank you." I don't care if it is the worst offer ever to hit the Okanagan. It still merits a thank you. Whatever respectfully follows in negotiations is fine, but the missing manners at the get go creates a horrible environment for successful outcomes.

Years ago I wrote an offer on a townhome, just days after it was listed and at almost full price. In error I dated the contract incorrectly by a day. Believe it or not I was sitting at my desk (not in this brokerage!) and whomp, the listing realtor dropped the contract in a heap over top of what I was working on and declared, "This contract is a mess!" I was gobsmacked. Really? A simple date change all that's needed and you're treating the offer like a bag of burning dog dung? How incredibly rude. Thankfully, in the interest of best serving my client, I continued to deal with Mr. Jerkwater.

In case you're wondering when it's appropriate for a professional in ANY field to be rude to a colleague, assistant, client, audience....the answer is a resounding NEVER! It is not cool to be short and sharp with people. It is not lofty to treat someone in an undignified manner. Ever. Ever. Not only that, it's incredibly stupid! Imagine how much further any high maintenance knob would advance their business and their art if by behaving decently they encouraged the cooperation and talents of those around them.

Having enjoyed some wilderness adventures along the way I tend to measure people up by how they would behave in a leaky canoe going through rapids. When there is no audience, no paycheck, no fan fare and loads of life and death stress....what are we made of then? From my observation I'd readily choose many in humble positions before choosing someone with an inflated sense of who they are and what they're worth.

We're all people. We all put our pants on one leg at a time. Everyone deserves the dignity of your respect. OK, well...almost everyone. How many criminals and sociopaths are there that you run across!?

As far as the world of Realtors go, the prima donnas are going the way of the dodo bird. The arrogant tyrants will not last. The up and coming ethical, professional, cooperative and thankful Realtors are taking over the world! Well...starting the takeover! Phew.