Connie Goodrich, CRS (McKinney Realtor) Texas

You have the wonderful opportunity to work with another agent on the selling of your listing. Simple courtesies and added little touches can make you shine as a professional and be the Realtor that agents enjoy and look forward to working with on a transaction. Making the experience seamless and kept smoothly flowing is the goal.

No matter whom you represent the single most outstanding element of communication can make or break the perception of the experience. Keep each other well informed during the process and the communication starts on day one from the offer submission. Some tips for listing agents to help build the relationship:

• Thank the buyer's agent for showing the property and opportunity to work with him/her. No matter if the offer is just out of the ball park low be gracious and non judgmental. Remember you are the neutral party than is suppose to remove emotion and get into business.

• Let the buyer's agent know when you have made contact with the sellers and when you will be meeting with your clients to present the offer. If your clients are out of town, explain to the agent the circumstances and in what manner they will be able to respond.

• After you discuss the contract offer either give your response to the agent or inform him the clients need to consider, investigate something, etc. and when a response is expected.

• Best method to return a counter offer or contract if not hand delivered is via email. With an email you can check the quality of the scan and account that all pages are present. It is hit and misses with fax machines. If you email or fax be sure to follow up with a phone call message that the information was sent. You can never trust that things came through properly so validate it will save a lot of misunderstanding and grief.

• All deadline on the contract need to be observed - providing HOA resale certificates, providing survey, etc.

• After you are under contract give your sellers an information sheet to fill out regarding the utility providers, contact numbers, any vendors they use i.e. lawn service, pool company, etc. Have them state when trash pick up day is for the home. Return the filled out information to the agent along with any instructions on how the buyers can sign up on-line for water, trash, etc, as well as websites for driver's license address change, post office delivery change notification.

• Give your sellers a reminder list of To Do Items to include dedicating a drawer/location for any home manuals, keys, garage openers, etc. Remind your sellers to arrange for a special trash pick up prior to the time the buyers will get possession of the home and to try to have the trash receptacles clean of debris. Remind them that the yard needs to look groomed and interior to sparkle.

• Receipts for any repairs need to be sent to the agent. Email is the best source for sending and documentation.

• Inform the buyer's agent when the seller has made termination of utility to take place.

• Make sure that you have discussed arrangements of how the buyer will receive the key to the home.

• After the property closes, write a handwritten thank you note of appreciation to agent.

Key points to remember. Always be pleasant, professional in responses and refrain from emotional dialog. Most experiences are judged on how great the communication so make this a point to email, phone call and keep all informed. Your goal, a seamless and great experience and to be the agent selling agents love to bring their clients to your listings.

The day of personal conversation is quickly becoming a thing of the past. We rely on text messaging and even more on our emails to be the main if not only form of communication. What has happened to that personal phone call and direct conversation with our clients? I am afraid we have fallen victim to the new age of computers and like handwriting, our keystrokes now become our voice.

Don't misunderstand the beauty and convenience of emails. They are a fantastic source to document correspondence, file, and import to your varied programs to provide validation of a touch. How about a voice on the other end of the phone? You can hear the energy, feel the hesitancy, read the pulse of the tempo of receiving some news. Then you can continue with follow up dialog to clarify or smooth over something that is misunderstood. Nothing can replace the art of conversation.

A compromise - do both, email and pick up the phone to call. Be sure to document that live conversation and make sure you do it at least once a week or more depending on your client's needs and business that may need to be addressed. Commit to being a voice that is recognized when you call and not just an image on an email. You will find that your business relationship with your clients will develop to be more like family. The call they look forward to and so should you.

With this technology communication era we exist often our first impression and interfacing with a potential client is through our voicemail message and e-mail responses. More than ever it is paramount to have good e-mail etiquette manners and thoughtful voicemail message.

Voicemail - thoughts to consider:

• Content of your greeting. What do you wish to say? Map out key points or even write up the message. Make sure it is concise, professionally worded. If you have a short fuse time for someone to leave a message you may say leave a short message to tip them off. Nothing more irritating than to leave a message to have to re-record because you get quickly cut off.

• Recording your greeting - make sure you are located in an area that no noise will be heard in the background (people talking, phone ringing, dogs barking, etc)

• Voice - speak clear and in a normal tone with some energy. You do not want to sound like you are reading anything or mono tone. People want to work with an agent who has energy. This is not a race to see how quick you can speak. If you are a fast talker, tempo the speed down a tad so that the caller can catch your content of the message. As I tell people, I have Southern ears so speak slowly.

• Listen to your message - are you happy with it? If not re-record until satisfied.

My voicemail message is - Thank you for calling Connie Goodrich with Keller Williams Realty. Please leave a detailed message and I will get back with you as quick as I can. I appreciate your patience and look forward to visiting. Thank you for calling. Note - I did not say I would call them back in 5 minutes or a time frame. If you do then you darn sure better meet that expectation. I do call back promptly but if I am tied up in a meeting, etc. it will be a short time before a break.

Your e-mail correspondence:

• Your e-mail is just like a handshake - judged on how it is delivered. You are judged by the content and professionalism.

• When corresponding with clients or other professionals - treat them with professional courtesy of a business communication. Do not get too cute with LOL or other informal dialog until a relationship is established. That way you can better temper future e-mails to mirror the image you need. It may be that fun communication will be for the future. Do not assume until you know.

• Make sure your e-mail utilizes proper grammar, spelling and punctuation. This will lay the ground work that you are an educated professional. Use word check and be sure to mix up similar words to not be repetitive. Example - It was so great to hear from you. It will be great to visit and great to find that special home. GREAT - you need to read what you write and be thoughtful in content or you will begin to grate on them before you even meet.

•· Avoid long messages - be concise. Remember we are in an age of speed and immediacy. Information now, quick and move on.

• Subject Line on the e-mail - state the purpose. This will grab the reader's attention quick rather than put it off for later or delete.

• Select your words wisely - the reader cannot see your body language or facial expression. Make sure the right written tone is being utilized. Some messages are better delivered in person or by telephone if the topic is a sensitive one. Read over you message and if you feel it is harsh or written with anger you may just want to delete and cool off. Once you send unless you have a delay send implemented on your system that is it. No take backs. You may wish to save as a draft and think about it and step away for awhile.

• Do not forward someone's message without permission. Think twice before you Reply to All. You may be passing on a confidential message or communication.

• When you do forward a message make sure you read through the body of what you send. I once received a forwarded e-mail from a Realtor. I read my intended message but scrolled down to a communication between her and the client. I found out that they had put in two offers on homes at the same time. The agent just gave me huge fuel to share with my client as we had a multiple offer working on the property. As you would say ... her bad!

First impressions and professional communication will set the right tone from the start of a respectful and GREAT relationship.

With every challenge to our real estate industry comes waves of changes. Some very much needed and some just plain knee jerks reactionary. One given, as time passes and today's whoas become yesterdays reflections, changes of flexibility will take place. For now, while in the moment of heat, the rules have tightened and more strict practices have been implemented. We need to learn to accept this is the plate that has been dealt and now how best we can embrace and prepare.

I am one of those rare breeds, a full time Realtor, but by past background of 14 years as a full time appraiser as one would say, feels the pain. Having walked in those shoes and still maintaining my state certification, I know that these changes will impact our business. Below is a summarization of the recent guideline change that takes effect for appraisals done after April 1, 2009. Note that these guidelines are for areas where there is a declining market. Some areas that are not in decline may elect to require some of these guidelines as well. Being aware of these changes will better help us with our listings and working with buyers as we understand the impact these changes may create.

1. A new addendum is required for appraisal reports - Market Conditions Addendum (FNMA Form 1004MC/Freddie Form 71). This is a new form that the appraiser must fill out to address declining markets. The impact is that this form is fairly intense and time labored even in a vibrant area with great sales activity. This will cause more time for the appraiser and it should be expected that appraisers will seek a price increase on reports for their time and added work responsibility

2. Appraisers must use at least 2 comparable sales within 90 days of the appraisal date. Appraisers may have difficulty finding meaningful comparable sales with this restriction. In a market or area that has little activity the appraiser will have to go out of the neighborhood to obtain comparable sales within this time frame. This may present challenges of good comparable data, flags to an underwriter to reject the report due to lack of credible data, etc. Even when an appraiser has no value problem it still can be declined due to an underwriter not accepting the report. The appraiser cannot make up data so his/her hands are tied. What a Realtor can do is stay on top of their farm area where they list homes and get information if there are properties that sale unreported in MLS. Obtain verification sources for the appraiser to confirm price, terms, etc. Also be aware of what a good comparable neighborhood the appraiser can jump to seek more recent sales. That way you guide them towards a competitive quality area.

3. Appraisers must use 2 active listing or pending sales in addition to 3 closed comparables. This just makes good sense. In a changing market, one indicator of price change is the current listings. Are they being reduced in price going down? Closed sales information can be dated. A Realtor can be informed as to the competitive inventory and what condition differences may be present. For example a listing may reek of smoke - price keeps dropping because of condition. Make the appraiser aware of such things.

4. Bracketed listings using both dwelling size and sales price when possible. Simply stated the appraiser must find when possible at least one sale that is above and below the sales price or appraiser value of the subject property. This also applies to square footage above and below. If you have one of the highest priced homes and largest homes in the area this may present an issue. Be prepared by research to provide an appraiser with suggestions of alternative neighborhoods that may give these needed variables.

5. Adjust active listing to reflect the list to sales price ratio. An appraiser must apply an analysis of adjustments comparing the subject property to the active/pending sales information like is done for comparable sales. An indicated adjusted value for the active/pended property is derived. An estimate is applied to the anticipated sales price from list (maybe 3 to 5 percent) then a bottom line indicated price for the home is given.

6. Adjust pending sales to reflect contract sales price when possible. Same as #5 above. When possible the actual sale price of the pended sale if obtained will be used.

7. Include original list price of the subject and any revised list prices. This is a history of the price of the subject property. Any explanations such as price elevations due to condition improvement, etc will certainly be excellent information to have ready for the appraiser.

8. Reconciliation of adjusted values of active or pending sales with adjusted values of closed comparable sales. This is where the appraiser must comment as to how the comparable sales values and the active/pending sales compare in indicated price levels. This is another tool to validate if the market is still in decline, steady, or improving.

9. Absorption Rate - An appraiser must include this study. This is a simple analysis of how many homes are currently for sale (inventory) to home many are expected be sold within the month. How many homes in the price range are currently under contract. This is an excellent analysis I use when I visit regarding listing a home. If you don't do this then you need to learn!!

10. An appraiser must inform of any known sales concessions (buyer closing cost assistance) for reported sales and those offered on listings (bonuses for Realtors and buyer incentives). Be aware that these concessions may be deducted from the sales price of a property or list price.

To be prepared:

• As a listing agent know these guidelines and be aware of how you can assist the appraiser with information.

• When an appraiser calls you for input/conversation regarding a property, make yourself available to assist.

• Maintain good records so you can answer questions and know all the terms of a transaction.

• Consult with local appraisers and find out what is being required of them on reports. Have one visit your MLS or Office Meetings.

• Make friends with the appraiser so the communication is comfortable and well received.

Remember these are guidelines and may not necessarily be required. These changes mostly will be required in areas with a Declining Market. As your declining market improves the biggest obstacle will be appraisal reporting and getting the underwriters to accept the positive change.

Remember - one thing is certain about change, it will change again. Stay on top of what is new and how it applies to your market.

It has been one year today that I sat by the bedside of my mom and said goodbye until we see each other again. It had been a long few months as she struggled to regain her health fighting with every ounce of her 85 lbs tiny frame. My father had passed away just a few months earlier and now my mom had felt her time here had been fulfilled and time to journey "home".

My mom, my example, my hero. She truly was a lady before her time. As a young adult she had joined the WAVES and served our country with pride. She became a meteorologist and even was a weather lady for a local news station. She married my dad and they had 63 years together, an example of commitment to making a loving home. Being a hard worker she held down three jobs at one time to help out with our finances. At that same time she was the PTA President, Girl Scout Leader. The endless energy she brought to all she did. Meticulous is organization, dress and all she did. Truly an example to all.

I miss her every day. She was my cheerleader, my best friend. I was so blessed that even up to the end she was fully aware of all and we were able to recall great memories together. Those same memories that I will draw upon and repeat to keep her memory alive for generations to know her. My brother and I were so blessed to have her as our mom.

Now she lays to rest next to my dad at the National Cemetery in the Dallas area. A quiet reverence place of such pride and spirit of country, duty and honor. I have the flag that was draped over her casket next to a purse she had made and with matching gloves she had worn. Just as I will always remember her, a lady of style, honor, and the one of our finest and best. My mom! I smile today because I know that she had left such a legacy and was such an inspiration to all that knew her. Mary Frances Cary King, age 86, loving mother of three children and 6 grandchildren and one great grand child. She loved Texas and the flowers that I photographed above.