REALTOR Review

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A monthly publication of the Raleigh Regional Association of ReAl toRs® Vol. 3, No. 3 March 2009 MARCH MADNESS Make this season a winner in your business Mold issues resolved

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monthly magazine of the Raleigh Regional Association of Realtors

Transcript of REALTOR Review

Page 1: REALTOR Review

A monthly publication of the Raleigh Regional

Association of ReAltoRs®

Vol. 3, No. 3 March 2009

March MadnessMake this season a winner in your business

Mold issues resolved

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2 Putting balance in your lifeAchieving balance involves recognizing where you need to spend your time to meet your responsibilities.

6-7 Fearing water leaks and mold

Instead of running away from properties with problems such as these, deal with them head-on.

8 Keeping up your salesCommit to success by establishing goals,

remembering the basics and then going beyond.

Vol. 3, No. 3, March 2009

Board oFFicersJohn Wood, PresidentCarolyn Kasdorf, Vice-PresidentTheresa Clark, President-ElectLinda Trevor, Secretary/TreasurerGary Rabon, Past President

rrar direcTors Stacey AnfindsenClark BrewerPhyllis York BrookshireEddie Brown Suzanne BurtonKelly CobbMark ConnorParker CreechSteina De AndradeMary ErazimMarshall GayRebecca HarperE. Grayson HodgeDana JonesCarol McCormickMollie OwenJohn PaceJoey RobbinsRandy ScherrJose SerranoTom SmithWes SneadCheryl Wilder

On the cover:

Make this season a winner. Raleigh REALTORS visualize a slam dunk in their businesses.

2 REALTOR® Review

departments3 staff directory

4 calendar of events

4 New Members

5 TMLs sales Trends

A monthly publication of the Raleigh Regional Association of REALTORS®

reaLTor® FouNdaTioN oF The TriaNgLe PresideNT Carolyn Kasdorf

Ncar regioNaL Vice PresideNTs Elizabeth AllardiceDonna Parker

Nar direcTors Eddie BrownEddie SpeasJohn Wood

TriaNgLe reaLTors® LeadershiP acadeMy deaN Ross Rhudy

10 NewsMakers

10 Neighbors helping Neighbors

10 courseWorks

MaNagiNg ediTor Patricia Gregory Rand

ediTor Debby Canto Davis

adVerTisiNg saLes execuTiVe Lisa Nixon

adVerTisiNg saLes assisTaNT Valerie Myers

graPhic desigNer Dawn Eskins

PuBLished By Association Publishing Inc., Sandra Knight Amidon, Joyce Frier Hearn, APR, 2117 Smith Ave., Chesapeake, Va. 23320(757) 420-2434www.associationpublishinginc.com

ediToriaL iNquiries caN Be direcTed To:Debby Canto Davis, 106 Simmons Creek Court, Archdale, NC 27263, (336) 431-6113

adVerTisiNg iNquiries caN Be direcTed To:Lisa Nixon, 2213 South Brook Drive, Orange Park, FL 32003, (877) 449-2535; (919) 208-0070; Fax: (919) 882-9537, or e-mail: [email protected]

Members are cautioned that the inclusion of a name, spe-cific commercial product or service in an article, or the inclusion of a paid advertisement in this publication does not imply endorsement by the Raleigh Regional Association of REALTORS®. All advertisers in this publication wholly sup-port the Fair Housing Act and fully promote equal opportunity housing. Copyright 2008 by the Raleigh Regional Associa-tion of REALTORS®.

All rights reserved.

raleigh regional association of reaLTors®111 Realtors Way, Cary, NC 27513(919) 654-5400, Fax: (919) 654-5401www.rrar.com

features

9 getting mentally toughResilience is how we can overcome difficult times.

11 Faxing to goHow do you read, send and respond to faxes when you’re mobile?

12 getting on the same pageDevelop a clear and simple plan to strengthen your company’s morale, increase productivity and improve profitability.

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March 2009 REALTOR® Review 3

By John Wood, RRAR 2009 PresidentMarch Madness is here! For most of my

life, March has been that special time of year to enjoy ACC Basketball and the NCAA Tournament. Perhaps it’s been the same for you. I always enjoy watching the underdog step up and knock off some top-ranked team. The pure joy I see on the faces of those young players as they win the unexpected game is such fun to watch.

During the past 21 years, however, I have also viewed March as the unofficial kickoff to the spring housing market. Like the Christmas season is to retailers, the spring season is to REALTORS®. While 2009 won’t see record sales, we will see a surge and it will bring some happier times for most of us. Even though in recent years many of us have taken the spring market for granted, we all now understand we must work hard to make this a successful, profitable time.

As I write this column, the politicians in Washington are still working on a stimulus package that will include housing. Perhaps we will soon have additional tools to use to stimulate the market. Meanwhile, your Board of Directors is working hard to keep you informed on what is going on in Washington. Keep an

MissioN sTaTeMeNT

The Raleigh Regional Association of REALTORS®, the area’s voice of real estate, promotes the highest ethical and professional standards and cooperation among its members; provides products, programs and services to meet the evolv-ing needs of the real estate industry and consumers; and serves as a leading advocate of private property rights and community involvement.

VisioN sTaTeMeNT

“Anticipating and meeting the opportunities and challenges of our industry.”

Financial Director Alma Palmer, Ext. 223, [email protected] Receivable Coordinator Pat Long, Ext. 222, [email protected] Payable Coordinator Randi Gaines, Ext. 221, [email protected] Coordinator Susan Jones, Ext. 224, [email protected] Assistant Kelly Hunsucker, Ext. 209, [email protected]

rrar 2009 coMMiTTee chairs

Bylaws: Theresa ClarkBuilding: Stacey AnfindsenCommunity Service:

Teresa ConnorGovernmental Affairs:

Asa FlemingRPAC: Theresa ClarkHousing Opportunity:

John HartofelisPersonnel: Carolyn KasdorfGrievance: Marty Willson,

Lewis Grubbs, Mary Erazim, Seth Roberts

Professional Standards: Harriette Doggett,

R. Gilliam Kittrell, Bill Owens, Amy Poole-ButlerStrategic Planning:

Theresa ClarkNominating Committee: Eddie Speas

Contemporary Real Estate Council: Dayne LuckInternational Council: Helen TamTop Producers: Jill Fink and Jill KibyWomen’s Council: Louise Griffin

2009 couNciL chairs

rrar sTaFF direcTory:

Main Office (919) 654-5400

Fax (919) 654-5401 www.rrar.comRRAR Company Store (919) 654-7253Executive Vice President Raymond C. Larcher,

Ext. 218, [email protected] Assistant Heather Powell, Ext. 238,

[email protected] Affairs Director Taralyn P. Lightner, Ext. 215, [email protected] Affairs Assistant Debra Shaw, Ext. 235,

[email protected] Director Cara Mottershead, Ext. 211, [email protected]

Facilities Coordinator Mary Rachel White, Ext. 210, maryrachelw@

rrar.comDirector of Member Services Betsy Ramsey, Ext. 217,

[email protected] Services Assistant Caroline Shipman, Ext. 216,

[email protected] Director Patricia Gregory Rand,

Ext. 239, patriciar@ rrar.comRRAR Company Store Yukari Powers, Ext. 201,

[email protected] Shelia Clark, Ext. 200,

[email protected]

TMLs sTaFF direcTory

Vice President of Operations Rachel Wiest, Ext. 219,

[email protected] Assistant Christy New, Ext. 220,

[email protected] Services Director Kathy Matheson, Ext. 233, [email protected] Coordinator Letitia Santos, Ext. 234,

[email protected] Training

Coordinator Lynne Brid, Ext. 232,

[email protected]

Web Master/Data Distribution Manager Carol Hamrick, Ext. 213,

[email protected] Coordinator/Data Distribution Assistant Bonnie Eaddy, Ext. 207,

[email protected] Operations Manager Matt Nagy, Ext. 225,

[email protected] Support/Help Desk J. Stepp, Ext. 226,

[email protected] Jennifer Horton, Ext. 227, [email protected]

FiNaNce/MeMBershiP deParTMeNT

Spring into successful saleseye on your inbox for the latest news. We have already seen rates dip below 5 percent several times and it appears buyers and homeowners will continue to enjoy rates below 5 percent in 2009. While the low rates alone won’t fix the housing market, they are bringing out buyers who don’t need to buy, but who want to take advantage of low interest rates and low prices.

So, this month take some time to reconnect with past clients. They trust you and if they are looking to buy or sell, they will use you if you make yourself available to them. It’s amazing that survey after survey show more than 90 percent of home buyers want to use their REALTOR® again, but they often don’t because they haven’t heard from the person in awhile. Don’t leave money on the table in 2009; remind your past clients you are here to serve them. And at the same time, remind them that a referral from them is always appreciated.

I know 2009 will be challenging in many ways, but be positive and realistic and make 2009 a successful year. Stay safe and stay healthy!

From the President

REALTOR® Review 3

(See BALANCE on page 13)

Put balance in your lifeBy Mary Ellen Heathcote

With today’s fast-paced work environment and the seemingly endless demands on our time and the related stress created, how can you ever expect to find balance?

Does the image of a juggler come to mind when you think about balancing your life these days? So, how do you think you are doing?

Do you look forward to your work day?Do you have an interesting and exciting life away from work?Do you put a priority on family time?Do you spend time with friends each week?Do you have fun?If you could not answer yes to these questions, then perhaps some improvement is

needed.To achieve balance involves recognizing where you need to spend your time to meet your

responsibilities. You should consider the four major categories of your life that need to be kept in balance:

• Family and relationships• Financial and work• Physical and health• SpiritualEmphasis on all of these areas is necessary to have a fully satisfying life.The ability to balance and combine these areas will contribute greatly to the quality of

life you enjoy. Too much emphasis on either one can affect the others adversely. Learning to live in balance, allowing time for both work and a rewarding personal life can bring synergy,

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Calendar notesMarchMarch 4Women’s Council of

REALTORS® meeting, 8:45-10:15 a.m.

March 5New Member Orientation, 8:30 a.m.-3 p.m.

March 10Mandatory Update course, 8:30-11:30 a.m.Sustainable Housing and Building

Green course, 1:30-5:30 p.m.

March 11Board of Directors Meeting, 9-11 a.m.

March 19New Member Orientation, 8:30 a.m.-3 p.m.

March 20Editorial submissions due to

[email protected] for May’s REALTOR® Review

March 26Mandatory Update course, 8:30-11:30 a.m.Understanding Real Estate

Economics course, 1:30-5:30 p.m.

Please visit www.rrar.com/rrar-events.html for scheduling updates.

CORRECTIONIn January's "Meet your 2009 RRAR Board Members" article, Jose Serrano was incorrectly

listed as being a broker with Prudential York Simpson Underwood. He is a broker with Re/Max United in Raleigh.

New membersMarcia U. Ackley Coldwell Banker Howard Perry & WalstonVivian Lee Adams Zip Realty, Inc.Stacey S. Barnes Doro Taylor RealtyMarjorie Black Allen Tate Co., Inc.Brandi Brown Pugh Realty World Carolina PropertiesRuth B. Bryant Coldwell Banker AdvantageDaniel R. Burbank Barker Realty, Inc.Gary Burns East 54 Realty, LLCKenneth Capulli Zip Realty, Inc.Lucia T. Castaldo Fonville Morisey RealtyFrances W. Christian Coldwell Banker Howard Perry & WasltonRandy D. Cox Coldwell Banker Howard Perry & WalstonRosellen Cutter Fonville Morisey RealtyRichard A. Dean Coldwell Banker Howard Perry & WalstonJennifer Donahue eRealty, Inc.Gloria J. Draughon Coldwell Banker Howard Perry & WalstonJulian Elliott Parler PropertiesXiaosham Fang First Triangle Realty, Inc.Barbara Fierro C-21 Vicki Berry RealtyRebekah Ghazy Amana Properties, LLCLisa T. Godwin Chatham Homes RealtyJean A. Hester Coldwell Banker Howard Perry & WalstonKirian D. Jezierski Coldwell Banker Howard Perry & WalstonRichard Kahan Richard J. KahanEd Karazin Flat Fee Realty, LLCHamideh Kashaninejad Keller Williams RealtyAnn King CB Advantage New HomesJessica R. Lamarre Exit Up RealtyKaren Machikas Fletcher Realty, Inc.Michael Mattern CB AdvantageLavern C. McDougald Homestead RealtyDarrell C. McKenzie Ventura RealtyKayvan Mehrbakhsh Sperry Van NessMoya V. Moore Jones Advantage Real EstateNancy J. Page Allen Tate Co., Inc.Robert D. Park Richard J. KahanAtul J. Patel Access One RealtyJonathan N. Paul Nelson G. Paul & AssociatesCharles H. Peete Allen Tate Co., Inc.Kevin D. Peters Peters RealtySamara L. Presley Smart Choice Realty Co.Ben Qu CHK RealtyVicki Radcliffe Radcliffe PropertiesMaria M. Rodriguez Midtowne Realty, Inc.Domenick W. Schilling Prime One RealtyKywan Sheppard Coldwell Banker Howard Perry & WalstonHeather K. Taylor Concept 2001 & AssociatesLenora M. Tickle Peters RealtyRussell S. Vanblon McNamara PropertiesShannon Wilson-Chandler Sunshine Real Estate, LLC.

IF YOU WOULD LIKE TO SPONSOR A NEW MEMBER ORIENTATION, PLEASE CONTACT CAROLINE SHIPMAN AT 654-5400.

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March 2009 REALTOR® Review 5

(See MEMBERS on page 10)

For further information regarding TMLS Market Trends and Analysis please visit:http://www.rrar.com/tmls-stats.html

Residential Sales Trends January 2008 - January 2009

(covering the geographical areas of Wake, Orange, Durham and Johnston counties)

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By Bryan King

As a professional REALTOR®, you know what to do when you hear phrases such as “four pico curies per liter,” “greater than 1 percent asbestos by weight” and “pre-

1978 housing.” But what do you do about “appearance of a possible fungal matter existing on floor framing” or “a dark substance protruding from an electrical cover” or “a musty smell from the basement”?

After eight years of being in the news and on covers of magazines, there are still a lot of questions about mold. Buyers and sellers cringe when they hear the word, inspectors dread uttering it, and all too often REALTORS® run from it. But, how would you feel if I told you I know many REALTORS® who make great commissions at the closing table after successfully dealing with mold? And, they still sleep well at night!

The first thing you need to understand is that just because a listing has mold, it does not mean you should run and hide. Just like any repair that must be made to a home, mold can be corrected by a licensed professional. We all work hard getting new clients so the last thing we want to do is to lose a customer over something like mold.

Our office receives calls every month from sellers who are furious with their previous REALTOR® for not having the mold removed before they bought the home they are selling. Now, the seller must pay to have it removed, sometimes at a higher price.

Two long-term goals for any business person are to maintain relationships and protect liability. Liability with mold is real; articles are published monthly about lawsuits involving mold and real estate transactions. The problem does not fix itself nor can you just cover it up; it must be removed and the water source eliminated. Treat the repair similar to an

Prevent leaks from wreaking havoc at your properties

Plumbing leaks in homes you list could dampen the interest of potential buyers. Be prepared for such situations by knowing the signs and symptoms of a leak ahead of time, says Harry Ragsdale, owner of American Leak Detection.

“Whatever the source, water leaks are a serious matter because of the structural damage they can do to your home,” Ragsdale says.

You know you have a plumbing leak if:• You can hear the continuous sound of water (like a toilet running) when

nothing is turned on.• Your water bill escalates over a period of weeks or months. (Compare bills

month to month.)• Your walls or floors have wet, spongy, moist or discolored areas when nothing

has been spilled.• You can smell foul odors coming from floors or walls near drains or sewers.• Your building foundation cracks, vegetation grows unevenly or earth shifts

for no apparent reason.• You find warm spots on your floor, particularly on concrete slab floors.Ragsdale also encourages homeowners and listing agents to periodically check

for hidden leaks by turning off faucets, all water-using appliances and not flushing toilets for one hour.

"Record the water meter reading. If the flow indicator (triangular or diamond-shaped rotating button) is spinning or the meter reading has changed while no water is being used, a leaking pipe may exist,” Ragsdale says. “Also, it's important to know where the main water shut-off valve is located in your home and check it frequently to make sure it’s operational.”

Visit American Leak Detection’s Web site (www.americanleakdetection.com) to use its online water meter test as a preventative measure. Follow the easy steps to find out if you have a leak in a pressurized water system or if you have a running toilet that should be serviced.

electrical repair; have it done correctly and by a certified professional.

Unfortunately, many people believe mold can be chemically treated by spraying on bleach or other biocides. That is not true. Mold remediation must remove the problem and reduce or eliminate exposure to a building’s occupants. According to the Environmental Protection Agency, you cannot just kill the mold, you must also clean up the contamination. Dead mold is still allergenic and some dead molds are potentially toxic.

To compound the problem, most chemicals nonprofessionals use are water-based, with contact kill times in the 15-30 minute range. Much of the material being treated becomes wet, which then requires drying. And even after drying, the dead mold must still be removed.

Remediation creates airborne mold spores and these must be controlled with the appropriate engineering controls, such as negative pressure enclosures and HEPA filtration. Otherwise, the entire home could become contaminated. Engineering controls remove the contaminants from the air and prevent migration throughout the home. Other specialized equipment that may be used for the job includes HEPA vacuums, dehumidifiers, special hand-tools and, in extreme cases, blasting equipment.

Clean up is labor-intensive and time-consuming, and yes, technicians will wear protective suits and respirators. But, most projects allow the home’s occupants to remain during the remediation.

When looking for a remediation contractor check credentials, insurance and references. While there is no federal or state government-recognized

How to sleep with mold

The crawl space of this local home had a mold problem (above). But with proper removal, the problem was quickly resolved (below).

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accreditation for mold remediators, there are widely recognized professional associations that train, test and certify professionals in this industry. Certifications from the IICRC and IAQA are recognized by government entities and insurance adjusters as leaders in the industry.

Also, look for general liability insurance that specifically lists mold. If the word mold is not written on the policy, you have no insurance for a mold claim. Look at the box for “Type of Insurance/General

Don't let mold like this scare you away from a potential listing or a purchase. Professional mold removal services can have this Raleigh-area room sparkling clean and healthy once again.

In the not-too-distant past, the mere mention of a possible mold situation in a home would signal the beginning of the end for many

a home purchase negotiation. Nowadays, if steps are taken to properly inspect a home for mold, that no longer has to be true.

According to Lora Durak, indoor environmental health specialist and certified mold inspector with Durham-based MiraMold LLC, “While detecting mold in a home can cause a delay, it doesn’t necessarily have to be a deal-breaker.”

One of the most important precautionary steps a home buyer can take before closing on any home is to have it inspected for possible signs of mold. Several area companies offer complete mold inspection services with state-certified laboratory results.

MiraMold’s inspection process includes a complete visual inspection, multiple air samples, analysis and a full water-damage assessment (since plumbing and HVAC systems are often the sources for mold).

If mold is found, digital photographs and samples are taken to determine the extent of the problem and for analysis to identify the specific type of mold. An inspection report based on certified laboratory results from an accredited environmental testing lab is provided, along with recommendations for remediation.

Generally, for a structure that is 2,000 square feet or less, a mold testing and inspection usually takes about two-and-a-half to three hours and costs about $450.

Durak notes the advantage to employing a company that specializes solely in mold inspection. “Because these companies only inspect for mold, and do not offer remediation services,” says Durak, “they have no vested interest in finding mold in a home, which can offer piece of mind that the results are honest and factual.”

Durak also recommends having the home re-tested once remediation is complete to ensure that it is mold-free.

Mold: Inspect to Detect

Liability” for the word. If it is not there, the company’s insurance carrier will not cover claims involving mold work.

Mold insurance is difficult to obtain. A company must prove to its insurance company its employees have had formal training and are conducting themselves in a professional manner in the industry.

So... got mold? Feel comfortable at the closing table, protect your liability and sleep well at night. Get the problem taken care of correctly and immediately.

(King is the managing member of Remtech Environmental LLC. He has been in the environmental fields of mold, asbestos and radon for nearly 20 years. King has served as president of the North Carolina Environmental Information Association and holds certifications with IICRC, IAQA, NEHA/NRPP and NCHHCB. He can be reached at [919] 201-2101. Learn more about Remtech at www.remtechenvironmental.com.)

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By Douglas SmithSales people are being hammered in today’s economic environment.

Entire market segments have evaporated. Customers and companies are holding back orders or literally have no money to buy. Opportunities and new prospects are fewer and further between. In 2008, many sales people earned only half the commission they earned in 2007. When you take a 50 percent pay cut, you know what a recession feels like.

But not all sales professionals are in a slump. Some are thriving. Some are busy growing their client base and making good money despite the uncertainty around them. And you can do the same. Your commitment to success starts with a dedication to your goals and where you want to be; remember the basics, and then go beyond.

Some sales people will take the safe road this year, ratcheting down their expectations. You’ll hear them say: “I just want to survive,” or “I need to make it through this.” When you plan just to get by, that’s exactly what you do – get by. When you plan and expect to succeed it’s a different story. As one astute sales manager once said: “Most sales people reach the level of expectation they set for themselves.”

If you want to be one of those who will thrive this year, apply these five tips now:

1. Don’t wait for things to change. Unlike struggling sales people who sit on the sidelines hoping for an economic U-turn any day

now, the best sales people are taking action and moving forward. They recognize the economy may be in this mess for years and waiting and watching is a poor strategy for success. The movers and shakers are moving and shaking; setting up appointments, making sales calls and presentations, contacting their current and past customers, and marketing like never before. Their proactive approach is creating opportunities, leads and sales. In boom times or in bad times, you can never wait for customers to find you. It’s your job to reach out and find them. 2. Work harder. Top sales people understand this age-old axiom:

you can’t make more money with less effort. That’s why they’re working harder and putting in more hours than ever before. Think about this: Arriving just 30 minutes earlier and staying 30 minutes later each day equates to an additional 20 hours every month. When you are working 20 hours more than the average sales person, you can make at least 20 percent more contacts, and even 20 percent more sales.

3. Talk to the right people. Some companies may want or need your product or service, but if they can’t make a

decision or are restrained by shrinking budgets, it doesn’t matter. Successful sales people today are selective about where and with whom they spend their time. They’re out looking for “real” buyers: customers and prospects who have both money and ability to buy. Every minute you spend with an unqualified prospect is another minute you don’t have to find a qualified one. Remember: you can’t close a sale from a customer who can’t buy.

4. Make more contacts. Selling is a contact sport. When times are good, business is easier to come

by. Sure, there’s competition; concern about price and sales don’t exactly just fall into your lap. But contrast the last few years of relative prosperity to what we see

Beyond the Basics

Keep your sales up in a down market today and it’s quite a different picture. Customers are more cautious and more apprehensive, and spending decisions take longer. This means to land more sales, you have to make more contacts. When capture and conversion rates go down, to maintain a steady volume of business, your sales contacts have to go up. Top producers get this.

5. Change the way you work. Is change difficult? You bet! That’s why so many sales people fall behind or fail. Successful sales people

have stayed successful through the years by evolving and adapting to change. As the economy and buyer habits change, smart sales people learn to do business in new ways. By reviewing trade publications, reading top books on selling, attending industry conferences and client events, and networking among successful peers, you’re able to learn and apply new marketing approaches and sharpen your face-to-face skills. This is how you stay current, fresh and on top of your game.

While all of this may sound like the “back to basics” line of attack, it’s truly more than that. Successful sales people in today’s market have gone beyond the basics in most everything they do. They understand that roughly the top 20 percent of every sales force produces about 80 percent of most company’s sales results. To get and stay in that top 20 percent, you have to be willing to give and do 20 percent more than almost everyone else. That’s not only what gives you your edge, it allows you to keep your sales up – even in a down market.

This year may not be the best year you’ve ever had, but it doesn’t have to be your worst. Take advantage of the fact that most of your competition has pulled back, slowed down, and in some cases, completely left the business. Now is the time to push forward. You have a window of opportunity in front of you, and how you use that window is up to you.

(Smith is a nationally recognized speaker and sales trainer who helps organizations and sales professionals sell smarter and better. He has spent more than 25 years building a successful career in sales management, training and leadership development, and now delivers nearly 100 presentations and workshops every year on effective sales and sales leadership practices. For more information, call Douglas Smith & Associates at [877] 430-2329 or visit www.DougSmithPresents.com.)

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March 2009 REALTOR® Review 9

By Dr. Nancy D. O’ReillyChange isn’t always easy; in fact, for many

of us change is downright difficult. Humans are creatures of habit. We like our world to be predictable, and we want to know what to expect in our lives, moment to moment.

In today’s world, however, change is part of life. It’s now easier than ever to hear of someone losing his job, foreclosing on a home or breaking up with a loved one. With all these negative changes, it’s difficult to know what to do. When life hands you a bunch of lemons, do you fall apart and spend months trying to recover or are you resilient? Do you weather the ups and downs, only to come back stronger or do you hide under a rock until the storm blows over? During these trying times, wouldn’t it be nice to develop a sense of resilience?

Resilient people are “mentally tough.” Think of them as you think of the Energizer Bunny – someone who keeps going and going no matter what. Those who are resilient are able to overcome difficult situations and remain cool, calm and collected. They’re ready to seek solutions and get back on track. They don’t let disappointments deter them from what they want – instead, they stay focused and plan to be successful. But how can you develop this kind of strength and perseverance? What’s the secret?

We can all learn to be more resilient and mentally tough. It’s all about being in the ideal psychological, physical and emotional state in order to perform at peak levels. Performance is about how we go about our lives, how we behave, feel, think and do our jobs. Regardless of where we perform these functions and responsibilities, it’s important to know how well we’re doing and how we can improve or change.

If you want more out of your life, whether it’s to do better on the job despite the economic downturn or enhance your skills in spite of previous roadblocks you’ve faced – then it’s time to make changes and get mentally tough.

Here are seven tools to help you become more resilient:

1) Start breathing. This activity actually prepares your body for better performance. Are you holding your breathe right now? The more stressed and tense you are, the more likely you are to hold in your breathing. In fact, you could also be experiencing headaches, back aches or tightening shoulders. Here’s a

prescription for you: take three deep breaths of air and let them out slowly. Count one, two, three. This creates good circulation and steady breathing for the rest of your day, no matter what situations you face.

2) Get more physical activity. Call it exercise or whatever you want. Anything that gets your heart pumping creates important, positive changes in your body. Exercise not only improves your physical body, but it also improves the mental. It gives us a sense of control, and as we all know, control is important to us as human beings. Activities such as running, walking, doing yoga or Pilates, going biking, hiking, swimming or playing sports are all great ways to keep your mind and body healthy.

3) Give your body the fuel it needs. Food fuels your human engine. You wouldn’t leave the house without putting gas in your car when you’re ready to take a long drive, right? Yet you might not think twice about leaving for work without eating breakfast. Where is the sense in that? Fill up your tank with energy-boosting whole grains, fruit and yogurt and watch your performance increase.

4) Start laughing. When the going gets tough, the tough get going, right? Well, when times are tough, it’s ideal to go out and find your sense of humor. Whether it’s a comedy

club, a funny movie or getting together with a particularly comedic friend, locating your funny bone will help you release those feel-good endorphins. This will help not only with your emotional state, but also your physical being. Think about it. When you laugh, you breathe. Try it. Do a big belly laugh and see what happens.

5) Visualize your future. Practice what you want to be and see clearly what you want for your future. It may seem silly, but practicing in your mind, whether it’s a skill you’re trying to attain or the dream house you want to move into, can open up possibilities. Athletes do it all the time. They visualize the ball going into the hole or the basketball going into the net. Think and it will be – this hole in one is yours.

6) Use your brain. The bottom line is mentally tough people, or resilient people, use their brains. It’s a muscle and it must be exercised. So, go out there and do brain games. Try right-brain/left-brain exercises such

G e t m e n t a l l y t o u g h

Seven secrets to resilience during difficult times

(See RESILIENCE on page 13)

Grace period ends March 31

Special forms update now available

Changes to the NCAR forms library typically take place annually on July 1, but the 2008-09 forms cycle has been anything but typical.

First, as a result of an October 1, 2008 Real Estate Commission rule change pertaining to disclosure of compensation, NCAR introduced a new Confirmation of Additional Compensation form (#770) and revised the Exclusive Right to Sell Listing Agreements (#101 and #103) and Exclusive Right to Represent Buyer (#201) forms.

Now, in response to difficult economic times and mandatory changes to MLS rules, as well as additional clarification regarding the commission's compensation disclosure rule, NCAR has approved four new forms and revised four existing forms.

For more information, visit www.ncrealtors.org/extranet/news_display.cfm?nid=858 and look for "Special Forms Update" under Top News Stories.

Visit this site today. The grace period ends March 31, 2009.

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10 REALTOR® Review March 2009

Agnolutto earns MIRM designation

Kim Agnolutto, director of marketing with Coldwell

Banker Howard Perry and Walston Builder Services, has earned the Member of the Institute of Residential Marketing (MIRM) designation. The MIRM designation is the most prestigious designation given by the Institute of Residential Marketing and a top level achievement for new home professionals.

Agnolutto is a member of the National Association of Home Builders (NAHB), Triangle Sales and Marketing Council (TSMC), New Home Marketing Group of America and Home Builders Association (HBA) of Raleigh-Wake County.

Daley earns Green Designation

Pat D a le y w i t h Fo nv i l l e Morisey Realty was recently

awarded the National Association of REALTORS® (NAR) Green Designation, the only green real estate professional designation recognized by NAR.

Daley was trained in understanding what makes a property green, helping clients evaluate the cost/benefits of green building features and practices, distinguishing between industry rating and classification systems, listing and marketing green homes and buildings, discussing the financial grants and incentives available to homeowners, and helping consumers see a property’s green potential.

NAR’s Green Designation was developed in response to growing consumer awareness of the benefits of resource-efficient homes and buildings.

NewsMakers

Daley

Agnolutto

Toy drive helps local military families

More than 130 toys were donated in December to the Kids on Guard program by Fonville Morisey’s Mella Pool team. Back row from left are a National Guardsman, Sheila Disbrow, another National Guardsman and Stacy Odum, and in the front are Jennifer Pool, Fair Pickel and Mella Pool.. The program helps bring holiday cheer to Triangle military families whose loved ones are currently serving overseas. Members of the North Carolina National Guard collected the toys

Continuing education courses are coming up

Several continuing education courses will be offered in March by the Raleigh Regional Association of REALTORS®.Bill Gallagher will teach a Mandatory Update course on Tuesday, March 10 from

8:30 a.m. to 12:30 p.m. Then from 1:30-5:30 p.m., Gallagher will conduct a new course titled Sustainable Housing and Building Green. Information will focus on defining green building, rating systems and benefits to buyers, as well as sources of sustainable and renewable power sources.

Vicki Ferneyhough will teach the Mandatory Update class on Thursday, March 26 from 8:30 a.m. to 12:30 p.m. and then will lead Understanding Real Estate Economics from 1:30-5:30 p.m. This course is designed for those who want a better understanding of how local and national economies affect the local housing market.

All courses are conducted at 111 Realtor Way in Cary. Fees are $55 per class if you’re a REALTOR® board or association member; $65 per class if not. Register online at www.rrar.com or contact Cara Mottershead at (919) 654-5404 or [email protected].

CourseWorks

Neighbors Helping Neighbors

50 agents earn CNE designation

More than 50 agents attended the first Certified Negotiation Expert designation course in the

Triangle area in January. Keller Williams North Raleigh agents who now

have the CNE designation are Yvonne Schaefer, Tarmel Kennion, Kirk Phillips, Mari Adams, John Fish, Tonia Zampieri, Irina Bennett, Lisa Luke, Donna Eller, Brandy Ruth, Kim Pappalardo, Regan King, Carol Ingram, David Thompson, Elizabeth Mitchiner, Bob Fortner, Anne Marie Gaddy, Sandra Brooks and Gary Johnson.

The CNE course provides tools, approaches and techniques for negotiating successful outcomes for clients, agents and brokers/owners.

at a holiday party the Mella Pool Team hosted for their clients at North Ridge Country Club. The officers then distributed the toys to the children of their fellow soldiers.

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March 2009 REALTOR® Review 11

By Steve AdamsOne of the fun things about watching old

movies is seeing how the world has changed since the movie premiered. When Beetlejuice runs his TV ad in the movie of the same name, he flashes an 800 number, but there’s no mention of a Web site. In 1975’s Three Days of the Condor, there isn’t a desktop computer in sight – despite the fact that Robert Redford works for the tech-savvy CIA. In black-and-white movies from the 1940s, office workers contact the operator to make a simple phone call.

Perhaps the thing I notice most about these movies, however, is the way everyone who works for the company works in the same building, all day, every day. They come in to their lush offices, work their 9-to-5 day, then head home to their families – or out for cocktails with their colleagues.

The world has certainly changed since then. We have always been a mobile society outside of work, but now that attitude permeates the workplace, too. The central office has given way to mobile workers, working from home, and the mantra of “hiring talent where it lives” rather than relying on proximity to the office as a core criterion.

In many cases, technology has enabled this type of workforce. Cheap and abundant mobile phones have made workers reachable just about anywhere in North America. The Internet and e-mail have extended that reach to just about anywhere in the world. Yet in the midst of all that, like a bug in a salt shaker, is the immobile fax machine.

Now, before you start thinking it doesn’t

matter because faxing has gone the way of Clara the phone operator, you should know according to analyst group IDC, there were more faxed pages in 2007 than in any previous year. Despite e-mail, texting, IMs and all the technological marvels of our age, faxing still remains the communications medium of choice for contracts, work orders and other papers that require signatures or handwritten notes. In fact, in some industries it is still the primary means of sending official documents.

So there’s the dilemma. Your workforce is mobile, but its means of communication is not. This means nonoffice-based workers who need to read, send and/or respond to faxes either have to make a special trip to pick them up, have documents refaxed to them from the central office to another location, or have someone else read the faxes to them and then dictate responses. None of which is conducive to conducting business.

There’s another option: using an Internet fax service. Call it faxing to go because with this service users can send and receive faxes wherever they are – as long as they can get an Internet connection.

Take an agent who is offsite for the day. With a traditional fax machine, the paperwork is sent to the central office, where it must wait until he returns – perhaps at the end of a busy day. If there’s a problem, the amended fax is sent back and the process starts again. Depending on the complexity involved, an entire day or two could be lost.

With an Internet fax service, the agent receives an e-mail notification and preview on his BlackBerry. He can then quickly look over the fax, write up any changes or amendments as a cover note, forward them to an assistant and have the whole thing completed in minutes. It’s a huge advantage that saves time and helps drive efficiency, not to mention revenue.

Internet fax services are simple to use. You sign up online and are assigned either a toll-free number or a local phone number, depending on what options the service offers. Some will give you an application to download but others won’t.

Once you’re up and running, you can send and receive faxes through your e-mail account, a secure online server or both. As long as you have an Internet connection your fax capabilities are operational no matter where you are.

Different services offer different types of “to go” options. For example, some allow you to have the same fax sent to multiple e-mail accounts. This is great for people working as part of a team or with an administrative assistant (virtual or otherwise) because everyone involved can receive the fax without additional forwarding. Receiving e-mail notifications allows you to know instantly when a fax has arrived and having a preview option means you can determine the fax’s contents so you know whether it needs to be opened now or can wait until later.

Another great feature is online storage of sent and received faxes. That’s ideal for users who suddenly need to access an older fax – or who lose their copy and don’t have a backup. Of course, receiving faxes electronically also means you can carry every fax with you on your laptop, so the information is always at your fingertips.

Then there’s the cost savings. Many people try to work around the static nature of the fax machine by sending faxes from or having them sent to a local quick print shop or other service supplier. At $3 per page, which is a typical rate, it quickly adds up.

If you send or receive more than three or four pages a month, an Internet fax service will usually cost less. And there’s no waiting in line while three people ahead of you try to decide what color paper to use for their lost dog fliers or which size box would be best for Aunt Martha’s 80th birthday gift.

In our ever-more mobile and distributed society, it doesn’t make sense to have all your important faxes tied to a single location. Instead, take your cue from the quick service restaurant industry – when you’re looking at your next fax solution, simply say: “Make mine to go.”

(Adams is vice president of marketing for MyFax [www.myfax.com], a provider of Internet faxing services. He can be reached at [email protected].)

Faxing to go

REALTOR® only benefit TMLS provides MongoFAX as a free benefit to REALTOR® association members. Visit www.tmls.com for more information.

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12 REALTOR® Review March 2009

By Joe CalhoonOur world will never be the same. Recent

economic and political events have created a new playing field for business success. In order to make the most of the current realities, leaders must adapt to the changing marketplace and engage the capacity of their people to achieve business results.

It all starts with a plan; better yet, a Dynamic Business Growth Plan.

Developing a clear and simple plan will strengthen employee morale, increase productivity and improve profitability. This planning process won’t take long. The plan will fit on a single page. It will be easy to communicate. It will keep your team on track and, most importantly, it will be easy to adjust as the economy improves. An effective planning system is the most reliable predictor of business growth – it keeps everyone on the same page and ultimately leads to higher performance.

To develop your plan and get your team on the same page, start by answering these six questions:

What are you trying to build? (Vision) Vision is your desired future state. You must

look beyond the current realities to your more promising future. A vision ignites people’s passion and harnesses their unique strengths to grow the business.

Here are the four basic elements of a useful vision statement:

1. What business you’re in.2. What products and services you

offer.3. Who you’re trying to serve.4. The scope of operations (local to

global).If you don’t agree on these four elements,

it will be difficult for your team to make meaningful progress.

Here is the vision of Apple Computer: “Apple is committed to bring the best personal computing products and support to students, educators, designers, scientists, engineers, business persons and consumers in over 140 countries around the world.”

What is your purpose? Why do you exist? (Mission)

Mission is purpose. Mission motivates. The root word of motivation is “motive.” Motive is why you do what you do.

Unfortunately, many mission statements are too long; they make a good cure for insomnia. A mission statement works best when it’s short and clear. It should fit on a t-shirt; it should be ten words or less.

The mission of Federal Express is: “The world on time.”

Here is an effective way to define your mission. Simply ask the question, “Why not just shut this organization down, close the doors and sell off the assets?” This gets to the core of why you’re in business – your mission.

how will you treat each other moving forward? (Values)

Values define code of conduct. An appropriate set of values defines what’s acceptable and what’s not acceptable in the way you treat one another. Values build strong relationships and create high-trust organizations. With a strong set of values, employees will often receive greater acceptance, appreciation and respect at work than in many other areas of their life.

Lou Holtz is recognized as one of the world’s most successful college football coaches. Lou understands adversity. He has never taken over a winning team, yet, within two years, every one of his teams played in a Bowl game. Many attribute his success and the character of his players to these three values – do what’s right, do your best and treat others as you want to be treated.

Vision, mission and values are long-term; they don’t change much over time.

How will you measure progress? (Objectives)

Objectives are the numbers that measure progress. Think of the dashboard in your car. Your business needs a dashboard, a set of indicators that tell you how your business is doing.

Jack Welch is widely recognized as the most effective executive of the 20th century. He said, “Too often we measure everything and understand nothing. The three most important things you need to measure in a business are customer satisfaction, employee satisfaction and cash flow.” Those are your three core measures.

In fact, businesses that obsessively focus on meeting the needs of those three stakeholders

The key to higher performanceget on the same page!

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March 2009 REALTOR® Review 13

(BALANCE continued from page 3)

(RESILIENCE continued from page 9)

as puzzles, cards and memory games; brush your hair (or your teeth) with the opposite hand; find a new way to get home after work; even skipping and jumping rope are right-left brain exercises. We use around 11 percent of our brain power, which means 89 percent of our brain is waiting to get used. Think of all that potential!

7) Stay cool. Mentally tough people know how stay calm and avoid letting their emotions run over them. Here are some tips for that: try doing biofeedback; spend the afternoon daydreaming; listen to music; get a fuzzy pet. Last but not least, get rid of those negative thoughts! For example, stop saying “I can’t” and replace it with “I can or I will.”

Most importantly, to be a mentally tough person you need to get happy! Happiness is a state of mind – not a place, an object, person or thing. Think of the Laws of Attraction. You attract what you think about. Mentally tough people practice being happy and know it’s up to them to make it happen. They also know that practicing makes them really good at it. The good news is all of this costs absolutely nothing – you do not have to go and buy a manual or a piece of expensive equipment to become more resilient.

Times are tough, but the tough get going and we can learn a lot from them. Be happy and be mentally tough, and you will be able to handle anything that comes your way!

(O’Reilly is a clinical psychologist, researcher and founder of the online resource WomenSpeak.com. A member of the American Psychological Association with more than 25 years of experience, O’Reilly counsels clients on topics ranging from mental health and stress to relationships and careers. She is author of the forthcoming book, Timeless Women Speak: Feeling Youthful at Any Age, and hosts a radio program called “Timeless Women Speak.” For more information, visit www.womenspeak.com or call [417] 886-7061.)

enthusiasm and creativity into your life.Of course, your first thought is “not enough time” to fit

everything in and you start rationalizing as to why something has to be dropped or neglected. To have real balance in your life, you need to plan and practice.

Consider drawing up a 30-day plan for each of the areas of your life. Decide how much time you can realistically dedicate to each area and then write down what activity you will do in that time block.

Your plan could be as simple as making sure that you do one thing in each area every day. It does not need to be something big to be important. But a plan is only as good as your follow-through. So do it! Consider this your 30-day trial at life balancing.

And remember. It has been widely proven that financially and emotionally stable individuals have more harmonious relationships and have achieved a good balance.

(Heathcote, a REALTOR® with Coldwell Banker HP&W Builder Services, is an RRAR member.)

– customers, employees and owners (CEO) – while developing their leaders are 756 times more profitable than comparison companies (according to a study reported in Corporate Culture and Performance).

What are the categories of work to be done? (Strategies)

Strategies are the high-level choices you make that determine the course you’re going to follow. Usually you will have between three to seven categories of work to be done in the next year or so.

There are many ways to write strategies, but here’s a method that is simple and effective.

1. Define your strategic categories. They might be called marketing, human resources, innovation, productivity, etc.

2. Start with a verb and clearly define the end in mind. 3. Use the words “by” or “through.” 4. Identify your strategic choices. This marketing strategy helped Wilson Auctioneering double its revenues

in one year – “Reposition Wilson Auctioneering through television advertising and focus on bigger deals.”

Larry Grill, vice president of Corporate Services for Alabama Power, recently explained his leadership philosophy. “The further you go up the corporate chart, the greater your responsibility to serve others. Unfortunately, many leaders lose the ego battle and undermine their own effectiveness. Leadership is best described as servant leadership.”

Leaders serve the employees who serve the customers, which improves the bottom line. This is a winning strategy for any business.

Who will do what by when? (Priorities)Priorities translate strategies into results. Priorities define who needs to do

what by when. Unfortunately, many business plans are lengthy documents that sit on a

shelf collecting dust. Almost every plan is missing the most important element: priorities.

Priorities start with a verb, end with a date and have something measurable in between. Priorities include problems to solve, goals to achieve or capacities to develop. For example: “Finish vehicle maintenance by 12/19/08.” “Sell $200K in new business by 11/28/08.” “Complete marketing plan by 12/5/08.”

In closing, here are three principles that help leaders engage employees, accelerate growth and increase profits.

No Involvement, No Commitment – Involve your team to a greater extent as you move through the six elements. In other words, you want your team less involved in creating vision, more involved in creating strategies and priorities.

Progress, Not Perfection – Your plan does not have to be perfect for your team to make significant progress. You will reach a point when it is best to quit planning and start achieving.

80/20 Principle – Focus your team on the 20 percent of your activities that produce 80 percent of your results. Keep asking, “What is most important?” Then, do that.

Only 12 percent of businesses have a business growth planning process in place. By answering these six questions and getting your team on the same page, you develop a significant competitive advantage. The key to higher performance is developing your Dynamic Business Growth Plan and consistently achieving your most important priorities. You will be building a more effective team and a stronger capacity to prosper in the years ahead. Now, go for it!

(Calhoon is president of PriorityAdvantage™. He has 25 years of experience working with business owners and business leaders who want to develop higher performing organizations. In addition to helping start more than 20 new business ventures, he has served 500 different organizations on four continents including 3M, Best Buy and Ritz Carlton Hotels. Calhoon is also co-author of both On the Same Page and Prioritize! For more information, visit www.joecalhoon.com or call [816] 285-8144.)

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