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What real estate consumers simply don’t understand

While real estate consumers understand how to research homes, what happens after that point remains a mystery, through no fault of their own, but very much to their own detriment.

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real estate

A recurring theme within the real estate industry

The speed with which real estate professionals should respond to inquiries via the phone and web has been a reccurring theme for some time, and according to some – speed is a very large part of the recipe for success. When looking at houses online, you will often find contact forms where consumers can email or call the listed agent for more information about a specific property. Some of these inquiries get routed to “buyer agents” who have paid for placement on that listing and some go to the listing agent or brokerage themselves who were hired to sell the property. They go to a variety of places really, something I am confident that consumers do not fully understand as they use the internet to research homes. So I am sure you are thinking, why do they need to know?

This perspective might be met with some resistance by my peers, but I firmly believe that fast response times aren’t a real problem and claiming that they are part of the recipe for success is a bit short sighted. Fast response times are surely not going to solve the perception problem we have as an industry – in fact, I believe it will just perpetuate it. Technology already allows us to send auto-responder emails, text messages, and voicemail options to every inbound inquiry we receive, and soon that competitive advantage will be non-existent. And then, what will be the next trick, the next piece of advice or silver bullet the hundreds of real estate consultants out there give to us as agents?

Why should calling someone back within 10 minutes be my competitive advantage when consumers don’t even know who they are calling in the first place? Surely that’s not the way to build a sustainable business. Let’s face it, buying gum is an impulse purchase, not a home so why should I have to be subject to this criteria? Now speed is what separates a good agent from a bad one? I don’t think so.

Where the focus should truly be

So what is the real challenge? I think it’s about better preparing consumers to focus more on what their desired outcome of the contact really is and by setting up the initial introductions with the right expectations. Are they really prepared to see the one property they’ve been eyeing for a few days? Are they making a big move to another city and need a professional consultation or multi-day tour of neighborhoods and homes, or do they simply have a clarifying question about some of the home features itself?

Further, if the consumer is already working with an agent, they need to be very thoughtful about contacting other agents (if at all). Essentially, your agent should be the information hub of the entire home buying experience. Contacting other agents can be problematic as most of them view every contact as a lead generation opportunity for more business. Consumers can avoid these confusing situations by evaluating and committing to an agent independent of the home research process itself.

Choose your own adventure

If consumers get relegated to just clicking a contact button not knowing (or caring) who might be on the other end, or continue to make cross country trips to evaluate properties and expect to get top notch service the second they land without having contacted someone in advance, it is going to set us all up for failure.

Simply responding quickly to the first inquiry is no longer a service level advantage. If consumers decide this is the difference maker in selecting a real estate professional, then they’re only short changing themselves. Looking at homes is the exciting part of the home-buying experience, but selecting the right agent for the job is often the most important.

The consumer holds the keys when it comes to creating their own best experience. A little due diligence on their own part can be the difference between a nightmare and a dream home come true.

Greg is the principal owner of Fischer Real Estate Services, a Fort Worth firm specializing in customer value and community enrichment. He's also an MBA at TCU, and a proud member of the Naval Reserves. In his spare time - he sleeps.

Business News

You should apply to be on a board – why and how

(BUSINESS NEWS) What do you need to think about and explore if you want to apply for a Board of Directors? Here’s a quick rundown of what, why, and when.

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board of directors

What?
What does a Board of Directors do? Investopedia explains “A board of directors (B of D) is an elected group of individuals that represent shareholders. The board is a governing body that typically meets at regular intervals to set policies for corporate management and oversight. Every public company must have a board of directors. Some private and nonprofit organizations also have a board of directors.”

Why?
It is time to have a diverse representation of thoughts, values and insights from intelligently minded people that can give you the intel you need to move forward – as they don’t have quite the same vested interests as you.

We have become the nation that works like a machine. Day in and day out we are consumed by our work (and have easy access to it with our smartphones). We do volunteer and participate in extra-curricular activities, but it’s possible that many of us have never understood or considered joining a Board of Directors. There’s a new wave of Gen Xers and Millennials that have plenty of years of life and work experience + insights that this might be the time to resurrect (or invigorate) interest.

Harvard Business Review shared a great article about identifying the FIVE key areas you would want to consider growing your knowledge if you want to join a board:

1. Financial – You need to be able to speak in numbers.
2. Strategic – You want to be able to speak to how to be strategic even if you know the numbers.
3. Relational – This is where communication is key – understanding what you want to share with others and what they are sharing with you. This is very different than being on the Operational side of things.
4. Role – You must be able to be clear and add value in your time allotted – and know where you especially add value from your skills, experiences and strengths.
5. Cultural – You must contribute the feeling that Executives can come forward to seek advice even if things aren’t going well and create that culture of collaboration.

As Charlotte Valeur, a Danish-born former investment banker who has chaired three international companies and now leads the UK’s Institute of Directors, says, “We need to help new participants from under-represented groups to develop the confidence of working on boards and to come to know that” – while boardroom capital does take effort to build – “this is not rocket science.

When?
NOW! The time is now for all of us to get involved in helping to create a brighter future for organizations and businesses that we care about (including if they are our own business – you may want to create a Board of Directors).

The Harvard Business Review gave great explanations of the need to diversify those that have been on the Boards to continue to strive to better represent our population as a whole. Are you ready to take on this challenge? We need you.

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Business News

Everyone should have an interview escape plan

(BUSINESS NEWS) A job interview should be a place to ask about qualifications but sometimes things can go south – here’s how to escape when they do.

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interview from hell

“So, why did you move from Utah to Austin?” the interviewer asked over the phone.

The question felt a little out of place in the job interview, but I gave my standard answer about wanting a fresh scene. I’d just graduated college and was looking to break into the Austin market. But the interviewer wasn’t done.

“But why Austin?” he insisted, “There can’t be that many Mormons here.”

My stomach curled. This was a job interview – I’d expected to discuss my qualifications for the position and express my interest in the company. Instead, I began to answer more and more invasive questions about my personal life and religion. The whole ordeal left me very uncomfortable, but because I was young and desperate, I put up with it. In fact, I even went back for a second interview!

At the time, I thought I had to put up with that sort of treatment. Only recently have I realized that the interview was extremely unprofessional and it wasn’t something I should have felt obligated to endure.

And I’m not the only one with a bad interview story. Slate ran an article sharing others’ terrible experiences, which ranged from having their purse inspected to being trapped in a 45 minute presentation! No doubt, this is just the tip of the iceberg when it comes to mistreatment by potential employers.

So, why do we put up with it?

Well, sometimes people just don’t know better. Maybe, like I was, they’re young or inexperienced. In these cases, these sorts of situations seem like they could just be the norm. There’s also the obvious power dynamic: you might need a job, but the potential employers probably don’t need you.

While there might be times you have to grit your teeth and bear it, it’s also worth remembering that a bad interview scenario often means bad working conditions later on down the line. After all, if your employers don’t respect you during the interview stage, it’s likely the disrespect will continue when you’re hired.

Once you’ve identified an interview is bad news, though, how do you walk out? Politely. As tempting as it is to make a scene, you probably don’t want to go burning bridges. Instead, excuse yourself by thanking your interviewers, wishing them well and asserting that you have realized the business wouldn’t be a good fit.

Your time, as well as your comfort, are important! If your gut is telling you something is wrong, it probably is. It isn’t easy, but if a job interview is crossing the line, you’re well within your rights to leave. Better to cut your losses early.

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Business News

Australia vs Facebook: A conflict of news distribution

(BUSINESS NEWS) Following a contentious battle for news aggregation, Australia works to find agreement with Facebook.

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News open on laptop, which Australia argues Facebook is taking away from.

Australia has been locked in a legal war against technology giants Google and Facebook with regard to how news content can be consumed by either entity’s platforms.

At its core, the law states that news content being posted on social media is – in effect – stealing away the ability for news outlets to monetize their delivery and aggregate systems. A news organization may see their content shared on Facebook, which means users no longer have to visit their site to access that information. This harms the ability for news production companies – especially smaller ones – from being able to maintain revenue and profit, while also giving power to corporations such as Facebook by allowing them to capitalize on their substantial infrastructure.

This is a complex subject that can be viewed from a number of angles, but it essentially asks the question of who should be in control of information on a potentially global scale, and how the ability to share such data should be handled when it passes through a variety of mediums and avenues. Put shortly: Australia thinks royalties should be paid to those who supply the news.

Australia has maintained that under the proposed laws, corporations must reach content distribution deals in order to allow news to be spread through – as one example – posts on Facebook. In retaliation, Facebook completely removed the ability for users to post news articles and stories. This in turn led to a proliferation of false and misleading information to fill the void, magnifying the considerable confusion that Australian citizens were confronted with once the change had been made.

“In just a few days, we saw the damage that taking news out can cause,” said Sree Sreenivasan, a professor at the Stony Brook School of Communication and Journalism. “Misinformation and disinformation, already a problem on the platform, rushed to fill the vacuum.”

Facebook’s stance is that it provides value to the publishers because shared news content will drive users to their sites, thereby allowing them to provide advertising and thus leading to revenue.

Australia has been working on this bill since last year, and has said that it is meant to equalize the potential imbalance of content and who can display and benefit from it. This is meant to try and create conditions between publishers and the large technology platforms so that there is a clearer understanding of how payment should be done in exchange for news and information.

Google was initially defiant (threatening to go as far as to shut off their service entirely), but began to make deals recently in order to restore its own access. Facebook has been the strongest holdout, and has shown that it can leverage its considerable audience and reach to force a more amenable deal. Australia has since provided some amendments to give Facebook time to seek similar deals obtained by Google.

One large portion of the law is that Australia is reserving the right to allow final arbitration, which it says would allow a mediator to set prices if no deal could be reached. This might be considered the strongest piece of the law, as it means that Facebook cannot freely exercise its considerable weight with impunity. Facebook’s position is that this allows government interference between private companies.

In the last week – with the new agreements on the table – it’s difficult to say who blinked first. There is also the question of how this might have a ripple effect through the tech industry and between governments who might try to follow suit.

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