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by Wally Conway,
Host
of the Home and Garden Show on WOKV
I'm just back from San Francisco; what a grand town to hold this
years NAR Conference! Cable cars, great restaurants, and even Alcatraz
adds a special sparkle to the city that is always a pleasure to
visit. And the conference was great, to boot!
As a speaker at this year's NAR Conference myself, it always
interests me to hear what occupies the minds of the best and brightest
real estate presenters from around the world. I'm also ever curious
to see what the vendors are peddling to make us all more successful
next year. I always try to find a theme or thread to what is going
on. What direction do the messages and images point toward?
It seemed to me this year there was a tremendous volume of venders
concentrated on increased agent productivity. I think that every
imaginable technical gadget and gizmo to instantly or automatically
perform every conceivable function was offered. It never ceases
to amaze me the things that can be done with a palm pilot, mail
merge, and a great cookie recipe!
 But
with the increase in systems and technology, which I embrace and
applaud, there seems to be a lessening of talk and teaching about
making sure that every action be what I describe as "customer-centric".
In my small but active mind, the definition of customer-centric
is to ensure that every action and attitude has a real value to
the customer and that the customer's best interest is at the center
of every decision, device, or direction.
Calls come to me almost daily from agents asking how to handle
especially difficult disclosures. These calls are actually enjoyable
to me! They make me feel that my opinion is valued as someone who
might have special knowledge or insight. It feels good to be helpful.
I'll often go to great lengths to be sure the agent understands
what the problem is, how it can adversely effect the homeowner,
how the proper repair might be done, how to find a contractor to
repair it, and the risks posed if left unattended. Then much to
my disbelief, the agent will ask if that particular problem is required
to be disclosed!
The logic escapes me as to why I'm asked this question! Oh, I understand
that complete disclosure can potentially put the deal at risk, but
full disclosure, properly presented, seldom dooms a deal. Rather
than engage in a great debate on the merits, statutes, and ethics
of disclosure, I have found a thought that most always makes matters
clear. I simply ask,
"If your mother were buying this home, what would you want
her to know, how would you explain it, and what recommendations
would you make to her?"
When I present this thought to real estate professionals, I'm usually
met by a brief silence, followed by the agent telling me that they
would want their mother to know everything, that they would explain
things in simple detail, then weigh the options together so that
Mom would be comfortable with the home. Seems like the perfect approach
to full disclosure to me!
The lesson is this: simply treat every customer with the
same care and concern that you would show your own mother and you
will be "customer-centric"!
Copyright © Florida HomePro, Inc. and Wallace
J. Conway. All rights in all media reserved.
About the Author: Wally Conway is your weekly Host of the Home
and Garden Show on WOKV, and author of the book "Secrets of the Happy
Home Inspector", available at GoHomePro.com.
Wally's expertise and experience has been sought after by HGTV's "House
Detective", DIY Network's "Finders Fixers", the National Association
of REALTORS®, newspapers, and corporations. As a speaker, writer, and instructor,
Wally blends the right amount of up-to-date information with just the right
amount of humor, insight, motivation, and real-world application. Visit WallyConway.com
for more information!
Reproduction of this article: Permission is granted to use this article
in any media provided that the article is reproduced in its entirety as shown
above, with the authors resource box/bio included including links to http://www.gohomepro.com
and http://www.wallyconway.com
as the original publisher.
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