This document discusses cooperation between real estate agents when working together on transactions. It poses questions about pet peeves when cooperating, whether the relationship with the other agent can affect the transaction outcome, and whether service to the other agent is as important as service to the client. It discusses mindset, expectations, core values like honesty and putting people before profits. It provides examples of creating positive experiences through communication, technology sharing, and being responsive, compassionate and grateful. The importance of small gestures and creating an unforgettable co-op experience is emphasized.

1. Co-OP(eration)
Maura Neill, CRS, ABR, CDPE, e-PRO, MRP, REALTOR®
about.me/mauraneill
©2014 Maura Neill
COMPETITON?
or

2. DISCLAIMER


3. Can you get out of JUDGEMENT…
...and into CURIOSITY.
CHALLENGE:

4. Taking a hard look in the mirror?
WHILE:

5. Cooperation or Competition?

6. 1.
What’s your biggest co-op pet peeve?
Have you ever been guilty of that?

7. 2.
Do you believe that your relationship with
the “other agent” in a transaction can
affect the outcome/success of that
transaction?
Why or why not?

8. 3.
Do you believe the service/courtesy that
you give to the co-op agent is just as
important as the service you give to your
client?
Why or why not?

9. 4.
Have you ever co-oped with an agent for
the second time and found that the
transaction was affected – positively or
negatively – by your previous experience
with that agent?
Example?

10. 5.
Are you (A) quick to blame or (B) quick to
accept responsibility?
Are you (A) quick to go on the defensive or (B)
ready to apologize if the fault lies with you?
Do you find yourself (A) often complaining
about the agents you co-op with or (B) hoping
you get to work with him or her again?
Are you quick to (A) teach/assist or (B) quick to
criticize?

11. CO-OP(ERATION)

12. co· op· er· a· tion
/kō äpə rāSHən/ˌ ˈ
-the process of working together to the same
end
-assistance, especially by ready compliance
with requests

13. When Does Co-op(eration) Start?

14. MINDSET

15. ...based on experience?

16. ...generational?

17. ...communcation breakdown?

18. Cooperation or Competition?

19. Cooperation or Competition?
What sets you apart?

20. EXPECTATIONS
Set Your Own

21. Set Your Own
Expectations

23. CORE VALUES

26. ACTIVITY:
Core Values

27. Core Values
1. Be Nice – this one speaks for itself
2. Honesty & Integrity – do the right thing, always
3. Have and Create Fun – exude positive energy
and create a fun environment – with each
other and for the client
4. People Before Profits – seek to create Raving
Fans through exemplary service

28. Core Values
5. Pursue Continuous Growth, Learning &
Improvement – commit to continual education,
pursuit of knowledge and involvement in the
community and in the industry
6. Concentrate on the Win-Win – in our interactions
and negotiations with each other, other agents,
clients and consumers at large
7. Own It – both the market and our own
accountability

29. Core Values
8. Embrace a Spirit of Flexibility – with schedule /
attitude / everything
9. Remember Community Giving and Charity –
giving back is the cornerstone of what we do
what we do. Community involvement through
volunteerism and financial giving is a must
10. Advocacy is Paramount – advocate for the
client, for homeownership & private property
rights, and for your own work/life balance

30. Great Service
- Inspires loyalty
- Creates longer relationships
- Furthers mutual respect and admiration
- Fosters certainly that investment is worthwhile
- Makes the recipient feel valued, important,
satisfied, cared for, appreciated, and
encouraged

31. SYSTEM
Create a

32. The “We” Experience
“The more information I have…the
better I can serve the customer…This
isn’t just my deal. It’s not an “I”
experience; it’s a “we” experience.

33. EXPERIENCE
Create an Unforgettable

35. Contract to Close
 What does your client communication look
like?
 What kinds of things do you have in your
checklist?

36. What could you add to your
checklist for the co-op agent?

37. ACTIVITY:
Communication

38. What We’ve Added:
 Handwritten note – at START of transaction
 Intro to closing attorney and lender with all
contact info
 Intro to team (if applicable)
 Verify all documents received – send complete
(and concise) copy of contract
 Copies of:
 Earnest money
 Amendments
 Prequal – updated upon contract

39. What We’ve Added:
 Weekly updates (longer transactions)
 Notice of:
 Inspection scheduled
 Appraisal scheduled
 Appraisal received
 Conditional loan approval
 Thank you note (close of transaction)

40. What Else?
 File sharing – Dropbox, Box, Google Drive, etc.
 Access to e-signature (if they don’t have)
 Access to other technology
 More?

41. TRIGGERS
Know Your

42. NOT FOLLOWING INSTRUCTIONS

43. NON - COMPLIANCE

44. FEEDBACK REQUESTS

45. “TIME IS OF THE ESSENCE”

46. What Are your triggers?

47. WIN-WIN
Create a

49. What does a Win/Win look like
for you?

50. Be responsive

51. Be responsive
Be compassionate

52. Be responsive
Be compassionate
Be grateful

54. HEROICS

55. Photo credit: freedigitalphotos.net
B
E
T
H
E
H
E
R
O

57. Small gestures?

58. Recommendations

61. Create an unforgettable CO-
OP experience

62. The Experience

63. Service vs. Hospitality
“Service is the technical delivery of a product.
Hospitality is how the delivery of that product makes
its recipient feel. Service is a monologue – we decide
how we want to do things and set our own standards
for service. Hospitality, on the other hand, is a
dialogue. [It] requires thoughtful listening to the other
person, and follow-up with a thoughtful, gracious,
appropriate response. It takes both great service
and great hospitality to rise to the top.”
~ Danny Meyer, restaurantuer

64. Photo credit: “Fly Fisherman Casting” by joe1642 on Flickr.com
Turning Over the Rocks

65. Turning Over the Rocks
 Think like a fly fisherman
 Look for the story behind the story
 Collect the dots
 “Recruit” the co-op agent to have a feeling
of shared ownership in the transaction

66. When it’s over

67. After Closing
 Survey the agent
 Benefits of a de-brief
 What went well?
 What could have gone better?

69. Impact on the transaction?
...And future transactions?
CONSIDER:

70. Why Does It Matter?
People.

71. Is it Cooperation or Competition?
 DO make it a win-win – you’re in this for the
same reasons
 DON’T make it personal
 DO return calls, answer feedback requests, be
available to answer questions,
 DON’T be condescending, rude or otherwise
embarrass yourself
 DO remember that the way you interact with
other agents can affect your clients’ outcome

72. I’ve learned that
people will forget
what you
said,
people will forget
what you
did,
but people will never forget
how you made them
~ Maya Angelou
feel.

73. Connect With Me
about.me/MauraNeill