Improving a Real Estate Flyer
- The flyer should have included a pointer on Fane being a licensed Real Estate Agent under the Real Estate Agents Act 2008.
- The name of the business on behalf of which the flyer has been posted (REA, n.d.).
- The language is informal and has a number of grammatical errors.
- The details about the Hamilton property are vague
- There are no contact details of Fane or the agency.
- Communication is unclear on whether the flyer is targeted towards buyers or sellers
- b)
- Rule 5.1 as the flyer does not reflect the skill and care of a real estate agent
- Rule 6.4
- Rule 8.3 as the flyer was not seen before it went out
- Rule 10.9
Subject: Suggestions of the Hamilton Flyer
Dear Fane,
This email is to address the flyer created by you which went out on 3 February 2022. There were a few areas in which the flyer could have been improved. Firstly, it lacked your contact details or the details of the agency. Section 121 of the Real Estate Agents Act 2008 requires agents must provide their name, licensing information, and business information on advertisements, websites, and any other material published during the course of the business. Besides being a violation of the Real Estate Agents Act 2008, it would also make it difficult for potential customers to contact you if they were interested in the advertisement provided by you in the flyer. Another pointer is to ensure that the language of the flyer is always clear and formal. The flyer had an ambiguous tone which may make it difficult for potential customers to understand the objective of the advertisement. However, one of the positive aspects of the flyer was that you tried to make the advertising tone persuasive and tried to paint a positive picture of the Hamilton Village property.
I hope you can keep these tips in mind for the next time you publish an advertisement while keeping up with the good pointers as well.
Regards
Merepeka
Branch Manager
- Negotiation Skills – Merepeka should teach Fane how to negotiate successfully. This would be applicable for both oral and written communications. A beneficial solution that appears lucrative to the client, while also helping maintain a win-win situation that makes the deal favorable to both sides of the deal (RICS, 2017).
- Interpersonal Communication Skills- Fane should work on his interpersonal communication skills that focus on building a strong bond with the stakeholders through a relationship of mutual trust and respect. The agent ought to showcase a display of empathy and understanding towards the client so that the client feels bonded with the agent and trusts the suggestions of the agent (RICS, 2017).
- Written Communication Skills- Merepeka should give additional tips to Fane on improving his written communication skills. Written communication with clients can occur through advertisements and marketing materials as well as through emails and text messages. It should be ensured that correct sentence structure, spellings, and grammar are used in the written works, and Fane should also consider proofreading the written work before forwarding it to the client.
- Merepeka should consider using the ‘relationship builder’ strategy and listen to the opinions of both parties, namely Tom and Kara. Active listening enables the individual to comprehend the views and perspective of the other party completely, while allowing the other party to feel understood and valued. Merepeka will be able to manage the situation without hurting or offending both the employees, and by developing a true understanding of the individuals behind the problem. This also helps ensure any misunderstandings between the two employees are cleared and they are able to implement a strategy that is beneficial for the consumers.
- If the employees are not able to reach a decision that satisfies both of them, Merepeka should interfere and ensure a fitting solution to the conflict is provided. This would be the use of the ‘self empowered strategy’ that would allow Merepeka to take ownership of the entire situation. Interference in the conflict is necessary for ensuring a reasonable solution can be reached (WGU, 2021). In this case, it would be reasonable to either undertake Kara’s idea with extreme precautions or to ensure the idea is not implemented by Kara due to safety threats. The same can be explained by Merepeka through interference in the conflict if Tom and Kara are not able to resolve the conflict on their own.
- Merepeka should explain to Kara the responsibilities of the agent under the Real Estate Agents Act 2008. Kara must also undertake complete responsibility for the entire viewing (Settled, 2018). This also includes the safety of those visiting the place and any form of potential hazards should be taken care of by Kara. A hazard within the open home could cause legal problems for the agency in case a client gets hurt.
- Merepeka should explain to Kara the best practices for open homes. No form of destruction or damage should also be caused by the visitors and potential buyers to the property so that the value of the property is maintained (Settled, 2018).This would also include answering any any potential questions of the buyers, and remaining available for the interested buyers throughout the process. This implies that she cannot leave the buyers alone in the house during the property viewing process.
- Merepeka should tell Kara about any possible manual of the agency that Kara may use to understand the acceptable actions and procedures for property viewing.
- Merepeka should brief Kara about the Real Estate Agents Act Rules 2012. Rule 6 of the code requires licensees to put forth professional conduct in their dealings that treat the customers fairly and does not bring any false repute to the customers. Therefore, Kara has a legal duty to ensure her approach to property viewing is professional and her dealings with the customers are fair in nature. This is why Kara should have shown concern when Brian’s wife was hurt and should have offered help or any form of first aid care to her.
- Merepeka should explain to Kara that she should never engage in racial or any other form of discrimination against the consumers. Under the Bill of Rights Act 1990, any form of discrimination against any citizen is unlawful. Therefore, Kara should not have passed any racial comments during Brian’s visit.
- Merepeka should also explain to Kara the importance of efficient interpersonal communication, such as showing empathy, efficient soft skills, active listening skills, and good nonverbal language (Rics, 2017). She could have made a better impression on the clients by not asking offensive questions such as if the client was working or not showing a facial expression of amusement when Brian’s wife was injured. Kara’s body language should have reflected an attitude of concern.
- Brian should be made aware of the complaint procedure of Hamilton Now Realty. Brian should also be made aware of the procedure of complaints offered by the Authority and that he may use the same instead of the in-house procedure of Hamilton Now Realty as granted under the Real Estate Agents Act Rules 2012. It is essential to ensure Brian is made aware of his legal options to place a complaint and this is a legal duty of Merepeka as a licensee under the Real Estate Agents Act Rules 2012, rule 12.1
- Merepeka should ensure that Brian is made aware of the actions that will be taken against Kara for her unprofessional conduct so that he feels better. She should also offer them a new agent if they still show interest in the property and provide a formal apology for Kara’s conduct and behavior with Brian and his wife.
- Merepeka should make Brian aware of the process for adjudication or mediation in case he wishes to resolve the issue through such mechanisms. Brian should be made aware of the legal alternatives that he may pursue and the procedures for pursuing these in accordance with rule 12.1 of the Code.
- Rule 5.1 of Real Estate Agents Act Rules 2012 is involved and requires agents to showcase professional competence and exercise skill, care, and diligence during their work. The same was not practiced by Kara.
- Part 6.2 and 6.3 of Rule 6 of the Code requiring agents to act in good faith and not cause damage to the repute of the industry would also be applicable.
- Rule 12.1 of the Code would also be applicable as it requires the licensee to follow a specific procedure for complaints from clients or potential clients.
A policies and procedures manual serves as an authoritative guide that provides directions to employees about the standards they are required to follow during their professional conduct. They give clarity to the staff on how the work may be carried out appropriately, so that the expected standards can be efficiently met.
It also helps customers and clients understand the functioning of a company, how they may approach a particular process within the company, and gives them a general idea of the standards that the company runs by.
The policies and procedures manual is well documented and should contain all the significant practices and procedures of the organization. This can range from the mission and structure of the organization, professional development within the company, the administrative procedures, management of facilities, customer and client services, internal compliance processes, safety protocols, IT protocols, privacy protocols etc. APA Services, 2005). The in-house procedures for filing complaints and dispute resolution in accordance with rule 12.1 of the Real Estate Agents Act Rules 2012 should also be included within the manual. Policies related to ethical and legal practices, such as anti-discrimination policies must also be included.
The manual is essential for an agency’s branch manager and all the staff of the agency because it can guide them regarding the best practices of the organization and also help them manage conflicting situations. In case of any dilemma, the concerned individual can follow the procedures detailed in the manual regarding the specific concern of the individual. The branch manager may use the manual in case the subordinates are not following the same process for undertaking work and guide them on the acceptable processes as detailed in the manual. The branch manager can also use the manual to clear misunderstandings with any customer regarding the processes followed within the company for the customer’s concern. Thus, the manual serves an important purpose within the agency.
References
APA Services (2005). Put It in Writing: Your Office Policies and Procedures. American Psychological Association. https://www.apaservices.org/practice/business/management/tips/procedures
REA (n.d.). Marketing as an individual or company. Real Estate Authority. https://www.rea.govt.nz/real-estate-professionals/education-and-obligations/marketing-as-an-individual-or-company/
RICS (2017). Assistant Prof. Saumya Shirina shares her views on the importance of effective communication skills in real estate industry. RICSBE. https://www.ricssbe.org/what-s-new/expert-talk/communication-skills-matter-in-real-estate/
Settled (2018). What sellers need to know about open homes. Settled.Govt.NZ. https://www.settled.govt.nz/blog/what-sellers-need-to-know-about-open-homes/
WGU (2021). 8 Ways to Resolve Employee Conflict at Work. Western Governers University. https://www.wgu.edu/blog/8-ways-resolve-employee-conflict2108.html#close
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