Blog / Leadership
Denise Stanley, Robots or Agents
Are we turning our staff into robots that are no longer able to think for themselves?
As a qualified trainer and assessor of the National Training Package for Real Estate Agents, I have identified a lack of agent knowledge relating to the fundamental practices necessary to perform real estate duties. Too many offices are expecting checklists and policy procedures to teach their staff rather than training them in the application of knowledge.
Checklists and systems are great if the person fully understands how, what and why they are using them, but in many cases agents are becoming robots following a system or a checklist. I am amazed at the number of agents who are not able to resolve simple situations, due to them not understanding the fundamentals.
I would like to take you back to the beginning when there were no checklists or policy procedures, when letters were hand written, monthly statements were produced using a typewriter and there were no mobile phones or computers. The agent had to apply common sense and knowledge to perform real estate duties; a time when the Licensee was required to study at University, or other training institutions. Endless years of study so that they could acquire the knowledge and education to run a real estate agency and supervise staff.
I don’t want to bore you with the past, but did you know that the actions of property managers and sales consultants have not changed from those practised some 20 years ago?
If we look at the role of the property manager: a person who will perform the duties for, or on behalf of, the property owner for a fee for service. While performing these duties, the property manager must be able to follow and apply the applicable legislation to fulfil the expectation of both the client and the consumer as part of the agency’s obligations and responsibilities.
In brief, legislation is a set of rules that are most commonly put forward by industry professionals and consultants before being submitted to government for approval. After consultation and debate if all goes well, an Act is formed authorising the licence holder to perform the duties in a fair and ethical way. Imagine if there were no road rules; would you feel safe on the road?
In Australia, we have the National Training Packages that provides specific industries with a set of educational outcomes. In the real estate industry, all staff will now need to complete a course or qualification before they can apply for a licence to act as an agent. The current training package for someone entering into real estate today is CPP07 Property Services. However, the current requirements for each state are not extensive and can fail to provide the knowledge that an agent needs to perform their role competently and professionally.
If we remove the legislation, we are left with the practice of performing specified duties. No matter where you are in the world, real estate practices are the same: signs are used to attract prospects, listing presentations are a way of introducing the agency, appraising a property etc. The only difference between the past, today or another country is the legislation for compliance.
As an agent and/or Licensee, it is your responsibility to perform practices that display professionalism and knowledge. When undertaking continual professional development, ensure the sessions provide legislative updates to address compliance requirements. To assist agents to understand property management practices, provide access to training opportunities that will develop the skills and knowledge of the fundamental processes.
This is why The Complete Property Manager was developed. It takes the ‘WHY’ out of property management by helping staff learn the fundamentals and processes involved when performing Property Management.
Denise Stanley Real Estate Consulting Solutions www.realestateconsultingsolutions.com
Denise Stanley has just completed The Complete Property Manager audio program with Lee Woodward and is available now. This is the greatest training tool ever developed for Property Managers for learning all aspects of Property Management.
Call Real Estate Academy on 1300 367 412 to place your order.
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