March 2, 2009. Chevy Chase, Md. Solving Problems.

Almost everything that happens can and should be a part of the grand plan, so when an issue is raised that needs resolution, the return to the grand plan will almost always give the answer to the problem. That is why thinking very clearly what the end result you want, will keep everyone on the same path, heading to the common goal. A couple of examples shows how it works in practice. When the office was set up, the most important concept that the staff wanted to get through to the agents was that the office was designed to provide everything the agents needed to do their job, with no anxiety on the agents part. We wanted the agents to work hard to help Buyers and Sellers, not worry about the office. I worked in an office that lacked many forms. In addition to technology and forms and supplies, we wanted to be sure that the staff would be dependable and reliable. This covers everything in the life of the workers in the office, from the way the staff greets and helps the agent to the time they arrive at work. Nothing lesser than that would be tolerated by staff. We thrived. The agents are able to forget about the office issues, because everything the agent needs will be there whenever the agent has the need. Reliability and dependability has been standard operating procedure.

A short time ago it was brought to my attention that two of our newer staff members had been arriving late to work. It seems that both staff people thought that if they stayed late, to put in their proper hours worked, that fifteen minutes here or there did not matter. So I thought about the issues, and finally figured out that they have not understood the importance of reliability and dependability in the office. First thing next morning, I informally and individually met with the workers, to explain to them our goal, and that as their hours are posted for the agents, and as the agent might come to meet with the staff member at nine o'clock to find the staff member missing, the whole office goal of reliability and dependability goes right out the window. Now the agent has something to be anxious about, all because one staff person was late. Both staff members understood the goal, and did not understand how their actions were undermining the culture of the office. The hours were adjusted and both stall member have not been late since, not because they were disciplined but because they understood the grand plan, established many years ago. Just like everything else, if you start with the end product in mind, getting to the end is much easier and problems are solved more easily.

Here is another grand plan. We are pragmatic and we want to make money. We believe we catch more flies with sugar than vinegar. Our response when confronted with anger or incompetence is to back off and be pleasant and professional. We try hard to be pleasant and helpful, even when confronted with less than stellar behavior. Because of this, other agents look for our agents listings to sell, and in multiple offers, our agent's offers are well received. Here is a perfect example. One of our very experienced excellent agent was one of three agents presenting offers on a new listing. Our agent had the lowest price, so our buyer lost. The Seller and the agent were not pleased with any of the offers, and truth be told, told the three agent's off for bringing in these offers. The seller countered one offer, and the property sold. Our agent was the only one who sympathised with the agent and seller and rather than being testy and defensive agreed with them that it was very difficult for sellers and agent. When she left, she knew she had lost, but had not lost her temper which one agent had done. The ratified contract fell apart at the home inspection, and the Seller suggested that the listing agent contact that nice agent, the one that felt sorry for us. Well, you know the end of the story. Our agent sold that property, not because she had the best buyer or the best offer, but because she held her tongue and looked for the grand plan of making money and being pragmatic. That is how problems are solved.