2007 Grievance Committee Report

Better communications mean a better tomorrow!

By Lynda Whiting, Chair
2007 Grievance Committee

CBR's Grievance Committee is a "filter." It is the first level of review for allegations of unethical behavior by members, and for determining the arbitrability of disputes over commissions. If the committee determines there is "substance" to a complaint, it is forwarded to the Professional Standards Committee for further processing.

There are many complaints that come to the board that, after being reviewed by the Grievance Committee, it is determined that the substance of the complaints do not rise to the level of behavior that is unethical. Most of these complaints begin because there is some lack of communication by the members involved.

That being said, if we were to all extend the following professional courtesies on a daily basis and actually talked with each other, the Grievance Committee might never have any cases with which to deal.

Talk with each other; work with each other - live by the Golden Rule.

Pathways to Professionalism
While the Code of Ethics and Standards of Practice of the National Association establishes objective, enforceable ethical standards governing the professional conduct of REALTORS®, it does not address issues of courtesy or etiquette. Based on input from many sources, the Professional Conduct Working Group of the Professional Standards Committee developed the following list of professional courtesies for use by REALTORS® on a voluntary basis. This list is not all-inclusive, and may be supplemented by local custom and practice.

I. Respect for the Public

• Follow the "Golden Rule" -- Do unto others as you would have them do unto you.
• Respond promptly to inquiries and requests for information.
• Schedule appointments and showings as far in advance as possible.
• Call if you are delayed or must cancel an appointment or showing.
• If a prospective buyer decides not to view an occupied home, promptly explain the situation to the listing broker or the occupant.
• Communicate with all parties in a timely fashion.
• When entering a property, ensure that unexpected situations, such as pets, are handled appropriately.
• Leave your business card if not prohibited by local rules.
• Never criticize property in the presence of the occupant.
• Inform occupants that you are leaving after showings.
• When showing an occupied home, always ring the doorbell or knock -- and announce yourself loudly -- before 
  entering. Knock and announce yourself loudly before entering any closed room.
• Present a professional appearance at all times; dress appropriately and drive a clean car.
• If occupants are home during showings, ask their permission before using the telephone or bathroom.
• Encourage the clients of other brokers to direct questions to their agent or representative.
• Communicate clearly; don't use jargon or slang that may not be readily understood.
• Be aware of and respect cultural differences.
• Show courtesy and respect to everyone.
• Be aware of -- and meet -- all deadlines.
• Promise only what you can deliver -- and keep your promises.
• Identify your REALTOR® and your professional status in contacts with the public.
• Do not tell people what you think -- tell them what you know.

II. Respect for Property

• Be responsible for everyone you allow to enter listed property.
• Never allow buyers to enter listed property unaccompanied.
• When showing property, keep all members of the group together.
• Never allow unaccompanied access to property without permission.
• Enter property only with permission even if you have a lockbox key or combination.
• When the occupant is absent, leave the property as you found it (lights, heating, cooling, drapes, etc). If you   think something is amiss (e.g. vandalism) contact the listing broker immediately.
• Be considerate of the seller's property. Do not allow anyone to eat, drink, smoke, dispose of trash, use bathing or sleeping facilities, or bring pets. Leave the house as you found it unless instructed otherwise.
• Use sidewalks; if weather is bad, take off shoes and boots inside property.

III. Respect for Peers

• Identify your REALTOR® and professional status in all contacts with other REALTORS®.
• Respond to other agents' calls, faxes, and emails promptly and courteously.
• Be aware that large electronic files with attachments or lengthy faxes may be a burden on recipients.
• Notify the listing broker if there appears to be inaccurate information on the listing.
• Share important information about a property, including the presence of pets; security systems; and whether sellers will be present during the showing.
• Show courtesy, trust and respect to other real estate professionals.
• Avoid the inappropriate use of endearments or other denigrating language.
• Do not prospect at other REALTORS®' open houses or similar events.
• Return keys promptly.
• Carefully replace keys in the lockbox after showings.
• To be successful in the business, mutual respect is essential.
• Real estate is a reputation business . . .

What you do today may affect your reputation -- and business -- for years to come!