Russell Lewis, Broker,CLHMS,GRI

I was recently listening to a friend complain about the fact that she could not get good service or even basic attention at many stores and businesses these days. You know what I mean, "Old Fashioned Service" and here is the funny thing, she is only 26 years old. I have been hearing the same thing for years and with the advent of Big Box Retail, Megastores, and Corporate empires along with a lack of personal involvement on the part of many business owners I see this happening at many businesses locally. However, after thinking about it for awhile, I realized that "old fashioned service" DOES still exist. The unfortunate fact is that you sometimes have to look around to find it!

Obviously, the key ingrediants to great service in any business are the people. My neighborhood convenience store manager, Cherie Kalaher is a great example. She is exceedingly friendly and also very mischievous. When I first began stopping there for gas, coffee and other items, I would hear her teasing others in the store and always enjoyed watching her in action (while managing to avoid any of her humorous barbs)! One day I was in a long line (yes it is a popular store) and when my turn arrived, I asked her to go easy on me. She laughed and said "Well honey, if you would just get caught up on our "child support payments" I would not have to hassle you!!" I was so shocked that I was speechless (a rare event) and all of the regulars in line broke up laughing"! I managed to recover and then began laughing myself. Since that time we have become good friends and I always make it a point to stop by just to see if she has a new story, joke or to watch her tease a "newcomer" to the neighborhood. She knows everyone and just about everything going on!

There are many other places where I do business in the community and again, the main reason is the people who work there every day. My local hardware store Breed & Company is managed by David Oltrogge. He is one of those people who has an encyclopedic mind and can help with any request in the store. If you want to know; what it takes, how it works or what will fix it, he is your man! At my favorite local restaurants, grocery stores, book stores, (yes you read that correctly - plural) gas station, music store, library, mechanic, camera shop and even at my Post Office are folks who I know and depend on to help me with whatever service I require. I wish I could list them all with a link to their respective web sites and plan to in the near future! In my profession as a real estate broker, I am keenly aware of the service aspect in my job. There are over 10,000 real estate agents in my MLS area and the only thing that differentiates us from each other is a professional approach and the level of knowledge and service we are willing to provide to our clients and customers! There are business establishments for every need and competition is fierce for business in the general public! Because of this, I avoid places where I am met with arrogance, indifference or rude treatment. I can almost always find what I need in a better environment!

Now, more than ever, in this current economic downturn it's important to patronize the folks who practice the Golden Rule and truly work for the customer!

Good service, knowledgeable and courteous assistance also comes with the responsibility to be a good customer! How many times have you watched rude, demanding patrons mistreat and abuse an employee who is trying their best? Such impatient, angry treatment is not soon forgotten and I am always amazed at the customers who act in such an inappropriate manner! On more than one occasion, I have been the next person in line and when appropriate, I usually say something funny or empathetic that in some way diffuses the situation. Over the years I have developed some good relationships; you know the type, when they see you walk in they smile and greet you and the feeling is mutual.

In Texas, we have a reputation for being friendly and though that may not ALWAYS be the case, I like to think it is true more often than not. It's really a way of life and not just an empty saying. A few years ago, a friend related the story about a European family on vacation that stopped for lunch at a small West Texas Café. After finishing their meal, they paid the bill and told the owner how much they enjoyed the meal and the friendly service. As they began to leave the owner said, "Y'all come back". The family turned around and marched back in, literally taking the man at his word. Funny story and as you know, it is just an expression in Texas but what makes people return to any business anywhere is friendly, courteous knowledgeable and professional service! So, please patronize the businesses where these options are available and you will be doing yourself and that business a favor!

Thanks for dropping by my blog today, y'all come back real soon!

February 8^th2009, 2-4PM - I will be holding open 4405 Balcones Drive in the Balcones area; one of Austin's finest neighborhoods.This home is a Classic mid-century contemporary with beautifully updated kitchen and baths. High vaulted ceiling, lots of glass in the huge main living room with a floor-to-ceiling stone fireplace. The beautifully appointed granite/stainless kitchen with a big island and custom cabinetry, opens to the dining and family room. Split level plan. Roomy study down could be 4th bedroom. Master suite opens to the open landscaped yard with decks, privacy and room for pool. Also included; security system & sprinkler systems, Zoned HVAC, Blue ribbon elementary. This open house is part of our AvenueOne Company event and includestwenty three (23) additional homes on Sunday!

Check website for details Wednesday afternoon: http://www.aveone.com/

AGENTS, this is an excellent time to preview!

I will be on-site between 2pm and 4pm Sunday afternoon so please drop by for a tour of this wonderful home. If you have questions or are unable to attend or to schedule a private showing, I can be reached at my mobile number listed below. Thanks, I look forward to seeing you there!

If you or anyone you know is anticipating purchasing or selling real estate in Central, West or Southwest Austin or the Westlake/Eanes School District area, I would be happy to be of assistance. Let me put my nineteen years success helping upscale buyers and sellers in Austin's finest neighborhoods to work for you. Call or email for a private consultation at your convenience!

I had to Google something this morning and saw that the ever-changing illustration on the home page was a painting by this enigmatic master. Pollock always elicits a reaction, no matter who looks at his work. Everyone has something to say and the reactions are over an enormous range of opinions from the indifferent to outraged to praise for his genius. No one seems to ignore Jackson Pollock.

I have to say that I was just a curious observer until I saw his painting, Autumn Rhythm (Number 30) at The Metropolitan Museum of Art in New York City. The painting is a very large canvas and I sat down on a small bench and just stared at the work of art. For some reason, I continued to do so for more than forty five minutes. I am not sure why but I thoroughly enjoyed the experience. I would include a picture but frankly it would not do any good because the size of the painting is what draws you in on a personal level. I had previously enjoyed the work of other artists that painted in genre of Abstract Expressionism and became interested in learning more about Pollock. I read a couple of books and watched a documentary and the feature length film with Ed Harris. He was a tortured soul of sorts and not always the best example of humanity but the man's story is fascinating. I am a fan of his work and like every other artist I enjoy I do NOT like everything single thing in his portfolio.

One of my favorite works by Pollock is, Painting (Silver over Black, White, Yellow and Red) and is on display at Centre Pompidou in Paris. A couple of years ago, my wife and I had the privilege of spending a couple of weeks in Paris and I was able to see that painting and two others by Pollock. We always enjoy traveling and museums in particular and she is extremely tolerant of my curious nature. Two other paintings are also on display, Number 26A, Black and White and The Deep (one of his last). I wanted to spend time looking at two of the works that were displayed side by side but in this case there was no bench so I just laid on the floor with my hands behind my head and looked. My wife took a picture and we still call it "Hanging out with Jackson". This is in no way any disrespect and I was just enjoying myself. Next time I may have to take one of those small folding stools in our daypack. For your amusement, click on this link for the opportunity to paint your own Pollock! You are guaranteed to have a good time!

Art is a subject about which all people have an opinion. Whether your tastes are for Old Masters, Primitive, Realism, Cubism or any other ism, check out what there is to see in your community. Art appreciation and support enriches our society in countless ways and I think that local art museums and artists that are in my town and yours are worth noting and would make a great Localism Post!

It was 1993 and my previous broker asked if I would consider helping out Patricia Howard, the nurse at Eanes Elementary School with a little of my time on a special volunteer project. We had moved our family into the district a year earlier and though my children were only one and four years of age, I said sure. Little did I know that I would be involved with a volunteer effort that would last fifteen years and entail presentations to thousands of Kindergarten and first grade students at four different elementary schools in the Eanes School District. Patricia informed me that all I had to do was dress up in a bear costume as "Healthy Bear" and assist in teaching a program about the importance and health benefits of washing your hands. Here is the most inteteresting fact: The number 1 way germs are spread in the world is people NOT washing their hands! Reluctant but always game and exacting a promise that it would never get out and become public knowledge I agreed. I did think it was a bit weird at first and did not really want it known that I was prancing about in a bear costume before a bunch of school kids. (You know, with the likes of Krusty the Klown, Michael Jackson and others who had given those who volunteer with children a bad rap!)

My performances that week went fairly well in spite of a case of stage fright before a crowd of adoring 5 & 6 year olds and the fact that the costume made me sweat like a politician in church. I don't know what was so completely daunting because in a previous life, I had performed with several rock bands and engaged in all sorts of wild antics and well, that's another story... In fact, it went so well that Patricia "volunteered" my services to the other school nurses and counselors and before I knew it I was performing at four of the five elementary schools in the Eanes School District. Every January, I would take a few mornings a week and show up at the different schools and do the program. I made it into something fun and managed to mildly harass the teachers in some mischievous ways. I guess I was enjoying my influence as Healthy Bear and could not pass up the chance to have a little fun. I also made it a point to assign "homework" asking the kids to make sure that everyone in their homes engaged in regular hand washing protocol. I have to tell you there is nothing as relentless as a six year old evangelizing about hand washing (and I hear about this from clients all the time)!

Over the years I put in performances in all sorts of situations. One time between shows, I was on the phone with another realtor who was way out of line and I was responding in a direct and somewhat discordant manner. After I hung up the phone, the Principal and the school nurse were looking at me and one of them said, "So, what do you think that agent would a have done if they had seen you in that bear costume?" My answer was "she would have run or "not even" taken me seriously" so I am glad it was on the phone and NOT in Person. Over the years, I was Healthy Bear to both of my children while they were at Forest Trail Elementary and they were thrilled to know the secret behind the bear. One time the nurse made the mistake of asking me to transport the costume to Barton Creek Elementary and I ended up wearing it to the office and to visit some of my more "open minded" clients! This week, I started my fifteenth year as Healthy Bear but these days have narrowed down the performances to helping my friends Linda Kimbrough at Forest Trail Elementary and Bonnie Bucholz at Barton Creek Elementary . I will probably continue as long as either of them requests my services. I have to say that the Eanes School District has an incredible reputation and rightly so. The teachers and curriculum are first class and another contributing factor is the level of parental involvement. Friends and neighbors who take the time to show up and help in a thousand ways that keep the standards so high are what help make tour schools so spectacular. Schools everywhere are in need of outside, it only takes a little time and a willingness to help out! Have a great day and REMEMBER TO WASH YOUR HANDS!

During a recent transaction, I was on the phone with an agent who stated, "I really need to get this deal done because I need the money". Of course like any rational person I was alarmed by this behavior because desperation causes people to make poor decisions and ultimately bring harm to more than themselves. It made me realize that now more than ever we all should be engaging in professional business behavior to protect our clients as well as ourselves!

In today's poor economic environment. things are difficult for many sellers, and these days, buyers are also affected (after the sale) Sometimes in real estate, it is an ugly phenomenon that when a person loses their job OR when economic times are bad, your former client may look for someone to blame. Realtors are an easy mark because of our E & O insurance (the perception of deep pockets), so they sue us. It happens with every downturn, so be please prepared. It doesn't always mean you've done anything wrong. In fact, I've had past clients tell me about letters they received after closing from attorneys' asking if the closing went well and if they thought there might have sensed anything wrong??!! No kidding, my clients were amazed at this "fishing expedition" and wanted to let me know about it!

We represent the best interests of our clients and here are some things we always need to remember:

DOCUMENT your files and conversations. When there is a controversy, write it all down while it's fresh in your mind. Leave a good paper trail.

REVIEW the Sellers Disclosure with your sellers. Ask questions to be sure they have disclosed absolutely everything. "When in doubt, disclose, disclose, disclose." If you don't tell them, the neighbors will. Or they'll find out the hard way and swear you were trying to deceive them.

Even though it's tempting to some agents, don't push anyone to close if they are reluctant for any reason. Go the extra mile for your client. Work out an equitable solution to the problem that benefits all parties. If neither side is completely happy with the resolution it's probably a good one. That means each has given up something to make it work.

NEVER hesitate to call your broker of record, if you have a question or nagging worry. You may need legal advice, but your broker must hear your story before they can give you permission to call an attorney. (Many times they can answer your questions without involving a lawyer.) Call the Broker immediately upon sensing a problem or receiving a letter from an attorney.

A REMINDER: Never hesitate to involve an attorney after you and your Broker decide it is warranted. Most policies state the company will pay a certain amount in attorney fees and if the problem continues beyond that limit, you, the agent, will pay something. There sometimes is a policy for splitting the E & O deductible when a lawsuit can't be avoided. Every company is different so it is imperative that you check with your company and stay current on your company's policy! I am not an alarmist! This is all common sense and is shared by the great majority of us who have been in the business for a while. However, the reality is that some agents are also caught up in the downturn and may be tempted to think of themselves and not their clients. We just need remember our Fiduciary Responsibility and practice the golden rule in all of our affairs. Don't open a can of worms and get in trouble that will cost your clients and ultimately you and your business!