Arbitration & Ethics

Pathways to Professionalism

Call If You Are Delayed or Must Cancel an Appointment or Showing
Too often, agents are not calling the lister when they need to cancel an appointment. Sellers become livid as they may have spent extra time cleaning, making arrangements for children and pets, or adjusting their schedules for the showing. Not calling truly makes the entire industry look unprofessional and disorganized. The listing agent and the GMAR often take the brunt of disgruntled sellers’ calls in these situations. Please remember to call and cancel appointments ahead of time.

Promptly Provide Showing Reports to the Listing Agent
This is a courtesy that has really fallen off in recent years. Showing reports can contain helpful information for the lister and seller. With email, providing a showing report has never been easier. You can also provide a report the old fashioned way by simply picking up the phone. Again, with cell phones, it’s never been easier to take a few minutes, and provide that showing report.

Leave Your Business Card. Do Not Leave Cards that Contain Advertising
Your business card is just that: a business communication. If you provide any marketing information that could be construed as soliciting business from the seller, you may in violation of article 16 of the REALTORS® Code of Ethics for interfering with the agency relationship of another REALTOR®.

Never Give Out a Lock Box Combination to Unauthorized Individuals
Recently, many cooperating brokers have been reported handing out lock box combinations to buyers. This has been especially a problem in the REO market. Just because a property is banked owned, the rules are the same: never give out a lock box combination. It does not matter if the property is vacant; there is never a good reason to do this and you are inviting serious liability issues. In addition, providing lock box combinations does not promote and protecting the interest of the client. Listing brokers and sellers are often furious at these acts and have filed formal complaints. Unfortunately, even with several reminders not to do this—it seems to keep happening!

Enforcement of this rule will not only be handled by the GMAR, but by the Wisconsin Dept. of Regulation and Licensing as well.

Politely Remind Parents to Keep Track of Their Children’s Activities as Children Can Wander Unoccupied, or Handle the Seller’s Personal Property
You open the door to a showing and the kids charge in and head off in every direction. It can be like attempting to hold 50 corks under water at the same time keeping track of wild kids. What makes it worse is that agents often report that parents are lackadaisical and reluctant at times to keep track of their kids as they are preoccupied with viewing the property! It may be uncomfortable to say, but parents need to be reminded that children need to stay with them. Children are fast and can quickly break family heirlooms and other valuables by grabbing, or knocking things over. This is never a pleasant call to make to the seller or the listing broker!

In addition, you need to keep track of adults. There have been several reports of drugs being taken from medicine cabinets. Remind sellers to stow their valuables and remove drugs from the bathroom. Obviously, you can’t really monitor a buyer who decides to use a bathroom and close the door. On another occasion, an individual posing as a home seeker left behind his old dress shoes, in place of a new pair of Allen Edmunds from the seller’s closet!


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®.


I. RESPECT FOR THE PUBLIC

1. Follow the “Golden Rule” – Do unto others as you would have them do unto you.
2. Respond promptly to inquiries and requests for information.
3. Schedule appointments and showings as far in advance as possible.
4. Call if you are delayed or must cancel an appointment or showing.
5. If a prospective buyer decides not to view an occupied home, promptly explain the situation to the listing broker or the occupant.
6. Communicate with all parties in a timely fashion.
7. When entering a property, ensure that unexpected situations, such as pets, are handled appropriately.
8. Leave your business card. Do not leave behind business cards that contain advertisement.
9. Never criticize property in the presence of the occupant.
10. Inform occupants that you are leaving after showings.
11. 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.
12. Present a professional appearance at all times; dress appropriately and drive a clean car.
13. If occupants are home during showings, ask their permission before using the telephone or bathroom.
14. Encourage the clients of other brokers to direct questions to their agent or representative.
15. Communicate clearly; don’t use jargon or slang that may not be readily understood.
16. Be aware of and respect cultural differences.
17. Show courtesy and respect to everyone.
18. Be aware of—and meet—all deadlines.
19. Promise only what you can deliver—and keep your promises.
20. Identify your REALTOR® and your professional status in contacts with the public.
21. Do not tell people what you think—tell them what you know.

II. RESPECT FOR PROPERTY

1. Be responsible for everyone you allow to enter listed property.
2. Never allow buyers to enter listed property unaccompanied. Never give out a lock box combination.
3. When showing property, keep all members of the group together.
4. Never allow unaccompanied access to property without permission.
5. Enter property only with permission even if you have a lockbox key or combination. Alert the listing agent immediately if the lock box does not open or malfunctions.
6. 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.
7. 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.
8. Use sidewalks; if weather is bad, take off shoes and boots inside property. Consider the use of shoe covers in inclement weather.
9. Politely remind parents to keep track of their children’s activities as children can wander unoccupied, or handle the sellers’ personal property.


III. RESPECT FOR PEERS

1. Identify your REALTOR® and professional status in all contacts with other REALTORS®.
2. Respond to other agents’ calls, faxes, and e-mails promptly and courteously.
3. Be aware that large electronic files with attachments or lengthy faxes may be a burden on recipients.
4. Notify the listing broker if there appears to be inaccurate information on the listing.
5. Share important information about a property, including the presence of pets; security systems; and whether sellers will be present during the showing.
6. Show courtesy, trust and respect to other real estate professionals.
7. Avoid the inappropriate use of endearments or other denigrating language.
8. Do not prospect at other REALTORS® open houses or similar events.
9. Return keys promptly.
10. Promptly provide showing reports to the listing agent.
11. Carefully replace keys in the lockbox after showings.
12. To be successful in the business, mutual respect is essential.
13. Real estate is a reputation business. What you do today may affect your reputation—and business—for years to come.