Category Archives: Management

Brokerages and Customer Service: Show Me the Money

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Some of the most powerful men and women in real estate at T3 Summit.

This will be brief, as I am in Las Vegas and both the dinner reservation and the craps table are calling me. But if I don’t write this now, I’m afraid it’ll never see the light of day.

At Stefan Swanepoel’s T3 Summit event that just finished yesterday (a wonderful couple of days of really high-level conversations), I got up to ask a question to a panel discussing consumer experience. The panelists were Grier Allen of Boomtown, Austin Allison of Dotloop, Steve Berkowitz of Move, Lawrence Flick of BHHS Fox & Roach, Steve Ozonian of Carrington, and Phil Soper of Royal LePage. In other words, heavy hitters, big time decision makers at big time companies. Of course, in the audience were CEO’s of practically every major franchise company and numerous bigtime brokerages.

The panel ran out of time before I could ask the question, but… it so happens that I write a blog that many of the people I want to reach read… so…

The issue the panelists were discussing was the importance of delivering consummate consumer experience, coupled to the difficulty of having a group of independent contractors deliver that awesome customer service experience. There was much talk of technology platforms that can help, training that can be delivered to these independent agents, etc. and so on.

My question was, and is, this:

For the brokerage leaders on the panel, I understand the difficulty of trying to get your agents to do anything, whether undergoing training or implementing customer service technology platforms. But here’s what I’m curious about. Are your office managers compensated on the basis of customer service, or on the basis of recruiting and driving affiliated business leads?

Because if it’s the latter… what the hell are we talking about here?

This is obviously a rhetorical question. So here’s what I’d like to recommend to every brokerage CEO, every brand President, and every person in a position of leadership in a real estate organization who wants to talk the talk about customer service.

Show me the money — bonus your office managers based on customer service.

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Association, MLS, RPAC: An Idea for Political Domination

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Tywin Lannister, Chair of Casterly Rock Association of REALTORS

File this one under: “There Is No Box” kind of thinking. The reason why this isn’t a Black Paper (yet) is that I haven’t checked with enough lawyers to see all of the possible pitfalls, but that might happen sooner rather than later.

A couple of weeks ago, I mentioned that I was having an email exchange with a couple of lawyers from NAR’s Legal team that was sending electric tingles of excitement down my legs. The reason is that so far, on a preliminary basis, while requiring further research, and a dozen other caveats — very typical for smart lawyers, since one never knows for sure until the Supreme Court rules, and even then, things can be overturned and so on and so forth — it appears that it’s possible to….

Okay, just in case you haven’t had enough of the caveats and maybes and warnings, let’s say that you should check with your own legal counsel in your state. But here’s the rough outline.

It appears that it is perfectly legal under federal law for the Association of REALTORS to transfer its ownership in the MLS to the PAC. The result would be total domination at the local and probably state levels in terms of political contributions.

Say what? Let’s delve in.

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Will CLAW Be the Waterloo for Anti-Syndication Forces?

La Battaile de Waterloo

La Battaile de Waterloo

[This post was written to be posted almost a month ago, when the Errol Samuelson news broke, wiping the media calendar clean. And then I went on the road. Nonetheless, the issues raised here and the access to Zillow and to Annie Ives are important enough and I think still relevant, so I figured I'd post it. Even if a bit later than I had hoped.] 

The CLAW/TheMLS 48-hour delay saga enters a new chapter, as I have some new data and some new information in my possession. For those not familiar with what’s going on, this Inman story by Andrea Brambila is an excellent place to start. And of course, I’ve already written about the tension between CLAW and CRMLS.

I have been working on trying to get a bit more information on some facts surrounding the brouhaha, and I managed to get a senior Zillow executive on the phone to get their side of the story. What I’ve learned makes me re-evaluate l’affaire de CLAW in a new light. This might be a seminal event in the evolution of real estate, a Waterloo for the anti-syndication forces within the MLS industry.

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Free Consulting to NAR and Move

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Why yes, I made $1.3 billion on Realogy… You want to do what now, NAR?

The Notorious B.O.B.’s series of posts on Move “giving back” REALTOR.com to NAR (one here, one on his blog) plus a Facebook conversation got me thinking. Which results in free consulting advice. Worth exactly what you paid for it, of course.

NAR should take Move private and buy it outright.

It eliminates a lot of problems, while of course, creating some new problems. Hey, that’s life. Let’s get into it.

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What L’Affaire d’Errol et Curt Means: Brief Thoughts

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I’m really, really, really slammed with work so this won’t be as in-depth and searching as I’d like, but I do think it’s important to put down these semi-brief thoughts, so I can figure out what I think about what Zillow’s recent personnel moves means.

Let me not bury the lede. L’Affaire d’Errol et Curt means that Zillow has written off organized real estate as a significant player in the future of the real estate industry.

I have no special insights, haven’t spoken to anyone from Zillow, and I seriously doubt they would agree with such a strong conclusion. But that’s what my tea leaves are saying to me. Commence calling me crazy at your leisure.

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