Larry Bergstrom CNE,CRS,GRI

In today's real estate market, a phone call from a potential buyer gets your attention. However, not every call is a potential sale. Quite often they're a potential problem.

We have several guide-lines in place at our office when it comes to showing property to a "total stranger".

What policies does your office have?

For those of us who do business in Washington State, you're probably aware that the Department of Licensing, Real Estate Division, has recently suspended the licenses of the Hellickson company, and their primary owners.

This wouldn't normally be such a big deal, except for the fact that the Hellickson's had numerous listings, and many pending sales.

In an effort to understand how the State of Washington stands on this issues, and to insure that my agents didn't fall into some legal dilemma, I contacted the DOL last week, and was forwarded to a David Walker. He is either the head investigator for the State, or the head investigator for this complaint.

He returned my call on Monday the 20th of September.

I asked him specifically how do we handle a cross sale with Hellickson- since they no longer represent the seller, and are their sellers on their listings free to list with another agent without repercussions? (i.e. 2 commissions)

His answer was interesting, and very guarded.

The Hellickson's have a hearing with the DOL on October 19th. Should that hearing, or any subsequent appeals vindicate them, then the contracts they have with their sellers would be still enforceable.

With regards to a pending sale, I was advised to contact the NWMLS for their policy on rules and regulation when it comes to dealing with another agents client.

I pass this along only in an effort to assist those of you who may have issues with the above information.

I have no personal opinion about the situation with the State of Washington and the Hellicksons. This blog is merely intended as a point of information.

Over the years I've found that one of the most difficult challenges for new agents is learning how to differentiate between working with other agents and affiliates, and working with clients and customers.

The real estate business requires sales skills that many new agents don't bring into the business. It's something that has to be acquired. You're taught the do's and dont's of real estate law, and the rest you have to pick up on your own.

Now, please don't jump to conclusions and equate salesmanship to being manipulating. Rather, think in terms of selling as an amicable way to get an agreement between the parties involved.

You have to have 2 different and distinct faces in every transaction.

One face is dealing with agents, appraiser's, lenders, home inspectors and the like in which we talk real estate speak and expect the listener to understand. You know, SOC, BPO, VOE's etc. In turn, they expect the same from us.

The other face deals with the client and customer. They're more likely to be confused when you use real estate speak when dealing with them then they would be if you just break it down to basics.

Remember, keep it simple with your clients and customers. Don't try and impress them with all of the acronyms you've learned in the business.

I'm fairly certain, just like me, that all of us have a favorite place to go to when we have a craving for a cheese burger, or maybe a sit-down meal. Some places we wouldn't even consider.

I know that my wife only likes to shop at a particular grocery store and will drive out of her way to go there.

And, like many shoppers I have certain stores that I'll go to, and others that I'll avoid. You see signs of customer loyalty everywhere.

Automobiles stand out in mind as one of the commodities that some consumers seem prepared to fight over. You've seen those bumper stickers that put down one brand, while praising their own qualities.

So where does this customer loyalty come from? Is it all value driven, or is there more to it than just value?

Actually, I think it's a combination of many factors that brings me back to the same vendor time-and-time again. Price has something to do with it, but quality, service, and how my business is appreciated are key factors when it comes to retaining me as a customer.

As a real estate broker, you too are a business that won't survive unless you have repeat business.

If you find yourself always searching for new business, instead of enjoying the benefits of repeat and/or referral business, then you need to take a hard look at what you're offering your customers.

If you don't deliver on your promise, if your business model changes on an hourly basis, and if you fail to thank your clients for their business - you'll find it difficult to survive in this industry.

Despite how busy we tell ourselves we are, there's always time in the week to communicate directly with your buyers and sellers.

Granted, I love the Email updates that I get from the title company and the lender, and I do notice that they cc a copy to by client.

So, one should assume that your client is as much in the loop as you are.

Bad assumption!!

I like to contact all of clients at least once a week to let them know that I have received the same updates as they have, and address any questions or issues they might have at that time.

The personal "touch" of your voice, and the re-assurance that things are on track will go a long ways to future business.