C.A.R. launched a Short Sale Website not to long ago to combat the 60% close rate for short sales. The goal is to put pressure on the banks to improve their short sale practices in order to clear inventory and stabilize the housing market. They also offer some helpful tips to close short sales. 

One of the ways to stand out in the crowd of agents is to become a knowledge center. Apparently it is needed. The San Diego Union Tribune recently reported that 44% of home buyers are not confident with their knowledge of the home buying process. There is also a link to the online quiz if you want to test your own know how.

This article on leaving blanks in purchase contracts recently came across my email. As a transaction coordinator, pre law undergraduate, and contract nerd, I can say that nothing is more frustrating than blanks in a contract. Putting not applicable (N/A) is much better because it indicates the matter was at least looked at. However there are possible legal ramifications that may arise for leaving those blanks. We should make sure that we are protecting ourselves to the utmost as we represent our clients. A good transaction coordinator can help with this (completely shameless plug). 

Finally, I always try to promote my hometown however I can. As the weather warms up, Oaklanders can take advantage by the Free Walking Tours being offered by the city. The tours focus mostly in downtown/uptown/Chinatown area. Here is a link to the brochure and schedule.

Have a productive week!!!

So you can imagine my complete shock when recently I actually had a positive customer service experience with a Short Sale Department Specialist. In fact it was more than positive, it was fantastic. I can honestly rank it on my top five list of greatest customer service help I have ever received. So what made this experience so much better than the many I’ve had before? Five things that we can all learn from.

1) Knowledge of Product/Service- One thing that is often touted, and rarely received, are highly trained representatives. If I call in 5 times about one issue, which is common, I can expect at least 7 responses, and no solutions. My hero-angel, Armando, walked me step by step through a brand new process that I’m sure is a headache for many agents.

2) Honest About Limitations- One of the obstacles that I’ve faced before is that the program used to assist short sales looks one way on my computer, and a completely different way on the Short Sale Specialists computer. When I complain about a technical issue, they often have no idea what I’m talking about. Armando knew what he didn’t know, and asked questions about what I was seeing to better assist me.

3) Communicate in order to Understand- Sometimes, especially in frustrating situations, people can talk at you and not to you. They may be reading from a script, or unsure exactly how to help. Armando made sure he understood exactly what my questions and problems were, and when we came to a solution, he summarized what we talked about to make sure we were on the same page. In short he conversed with me rather than spoke to me.

4) Customer is Valuable- Armando asked about and checked on every open short sale I had. He was willing to spend as much time with me as needed to ensure I was a satisfied customer. Often times in the service industry, we can forget that regardless of the service or product we sell, the technology we use, or the marketing we create, the client/customer is our bread and butter. When we treat them as valuable business partners, they do the same for us.

While I suspect that Armando is the exception and not the rule, speaking to him really made my day and restored some of the goodwill I had toward this bank. It also made me think of how I can improve my level of service to my clients. I plan to pay it forward. 

First and foremost I am a native of Oakland, and I love that fact. I HELLA love that fact. I make no bones about it, no apologies, I do not hide it by saying I live near San Francisco or San Jose. I grew up in the flat lands of East Oakland. My family has lived in the same house for 20 years. My parents have been married for over 35 years, after meeting in college. My brothers and I were afforded the opportunity to go to some of the best schools in the city, not because we were rich, but because my parents sacrificed to educate us. The option as far as college was concerned was not if we were going, but where.

The Oakland of my youth (which I’m still in depending on who you ask) wasn’t and isn’t the Oakland portrayed in the media. Yes it can be a tough place to live, just like any other city, but it is a gorgeous gem of a place. Oakland is unique in its diversity (the most diverse city in the nation), weather, history, and temperament. Oakland is the city that will suit all your needs, be it upscale sophistication, down home fun, gritty creativity, or mellow hipster vibes. If you want it we have it, and if we don’t we aren’t far from it.

So why is it so hard to sell real estate in Oakland? Each and every real estate professional from the agent, to the lender, to the title rep, has the power to build communities. Yet when the city we work in, live in, and often times were raised in gets maligned in the press or public opinion, what do we do about it? Nothing. If we do not stand up for Oakland, who will? We are in these neighborhoods, we are in these homes, we know better than most the needs and the challenges that face this city, yet we in the real estate community are too often mute. This has to change.

As a friend said to me today, to be successful you have to sell more than homes, you have to sell a life style. Oakland has an appealing life style, if we can get past the negative hype. I am in approximately 1 million real estate related organizations. If you ever see me at a real estate event, I’m usually standing up to announce another real estate event. I do it because I am passionate about real estate. I believe that it can be used to change lives for the better. I believe that I have to use my gifts and my passion to leave my corner of the world better than I found it. That means educating, involving myself with, and advocating for my city. Oakland is my home, and I take pride in the good parts, and work to improve that which needs improving.

I more than love this place, I am this place, and I’m working to make it better. How about you?

It took several moments for me to actually process this statement, which I’m sure was reflected in my slack jawed stare. It wasn’t the Christmas portion of the comment that gave me a hard time, since I know and associate with many people of many faiths or lack thereof. It was trying to connect how a lack of tree and decorations at a certain time of year negated anybody’s common experience with the U.S. Postal Service.

“Um, you’ve mailed something before right? Well, it’s exactly like that.” I wish I could say that was my only experience with sub-standard assistance, but this was just one of many instances, and assistants, that had me rubbing my head, and increasing my workload.

Don’t get me wrong, all of the people that have worked for me had their own skills, aptitudes, and talents, it just so happened that few of them translated into increased business or an easier workload. Highlights include the identity thief, the one that tried to fight me for suspending her for trying to fight an agent, the one that only needed a short dress and a golf membership (but no license) to sell real estate, the one that overshared her personal life, the list goes on. And yes part of the blame is mine. I had a fear, back then and certainly not now, of being considered mean, which lead me to employ these people for much longer than I should have.

My experiences, however, made me seriously contemplate what makes a good real estate assistant. That wish list of skills and intangibles lead me to open YPA. The goal of YPA is to provide agents with the information and support they need to free up their time, increase their cash flow and their business. While crazy work stories might be high entertainment, it rarely replaces the need for a commission check.

The next few post will go into depth as to what you should look for in a good assistant, and why virtual assistants may work for you. Welcome to Your Personal Assistant Co.