November 2015 by Real Estate Magazine (REM)

Issue #317

November 2015

HomeLifeâ&#x20AC;&#x2122;s No. 1 office Tony Ma says the key to success is hard work and diligence

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The TREB Competition Tribunal REMâ&#x20AC;&#x2122;s exclusive coverage Page 3

How to land a $13 million listing Page 22

Melody Lao, Lucy Li Liu and Tony Ma

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REM NOVEMBER 2015 3

Highlights from the TREB Competition Tribunal hearing By Neil Sharma and Tony Palermo

he long-awaited Competition Tribunal hearing, The Commissioner of Competition v. The Toronto Real Estate Board, took place over seven days in Toronto and Ottawa recently. Final arguments are scheduled for Nov. 2. REM was the only media outlet to extensively cover all seven days of the hearing. Here are highlights from the hearing – full stories are at remonline.com. •The hearing was delayed after TREB’s lawyers asked the presiding judge to recuse himself from the proceedings. Chief Justice Paul Crampton was a partner in the business law firm Davies, Ward, Phillips and Vineberg LLP from 1992-2002. TREB’s motion for recusal pertained to contact he had in 2001 with RealtySellers, a company that formally sued TREB and CREA for anti-competitive practices the following year, settling in 2004. After a 90-minute deliberation, the panel ruled that TREB’s lawyers failed to meet the burden of proof that the Chief Justice could compromise fair hearings. • The Competition Bureau’s lead prosecutor, John Rook, opened arguments asserting that TREB stifles competition in the GTA’s real estate market by monopolizing the MLS terms of use. The board’s hostile disposition towards virtual office websites (VOWs), Rook argued, stymies innovative Internet services, which hurts both consumers and TREB’s 42,000 members. He said TREB’s conduct is reviewable under Section 79 of the Competition Act. Rook specifically censured TREB’s defensive strategy – which posits the trade organization is protecting consumer privacy – as a smokescreen for control of the GTA real estate market, stating that about 75 per cent of the GTA’s transactions involve just a few brokerages.

“New innovative ways of doing business are bad to TREB,” said Rook. “The board has a rule prohibiting historical data online,” even though members are permitted to share information in person, by phone, fax or email, said Rook, “which is at the heart of discrimination.” • Lead TREB lawyer Donald Affleck said that clients entrust the organization with protecting confidential information, both personal and financial. “Should personal information be used by just anyone with an Internet connection and an email address?” he asked. Affleck said TREB already shares information liberally through the Internet Data Exchange (IDX), which 39,000 of its members use. • CREA is also involved in this case as an intervener. Lawyer Sandra Forbes, representing CREA, said, “Innovation of the Internet is not on trial here. Access to sensitive data is at stake. Virtual office websites don’t function the same way as Realtors; they don’t conduct showings and they don’t close deals.” • The first witness called by The Competition Bureau was William McMullin, founder and CEO of Viewpoint Realty Inc. Affleck revealed that Viewpoint Realty has been the subject of about two dozen annual complaints concerning privacy. The privacy complaints pertain to trite matters such as property photographs, countered McMullin. However, Affleck told REM there’s more to the privacy complaints than Viewpoint is letting on. He said he is surprised the Viewpoint VOW didn’t amend its policies to quell trepidation about confidential information being susceptible to security breaches, and said the privacy commissioner intervened. “You would have thought that

would have caused them to be more careful with the private information they had,” Affleck told REM. “Not just with names and addresses and prices, but because of comments made by Realtors (on the site) to the fact that houses are empty for a month or there’s nobody home until five o’clock. If anybody can access that, it’s rather dangerous information.” But McMullin told REM: “The number of complaints is relative to the number of users. There’s a fairly sizeable chunk of the population that doesn’t understand that the practices of our website and others like it are longstanding. We’re not breaking laws or rules – not even close. We have to operate within the law, and we do.” • The Competition Bureau’s second witness, co-founder and chief sales officer of TheRedPin.com Realty, Tarik Gidamy, said his brokerage operates with lower commission fees and puts money back into its customers’ pockets, tying neatly into the bureau’s narrative that TREB stifles competition so it can preserve its multi-billion-dollar monopoly. MLS listing information could help unique brokerages like TheRedPin by providing novel information, such as which floors or views in condominiums sell better and faster, using sold data. It could also help consumers make better investment and end-user decisions, Gidamy said. • Pamela Prescott, owner of Century 21 Heritage Group in Richmond Hill, Ont. said it’s her brokerage’s policy not to post clients’ sold data information online because the overwhelming majority expressed disapproval. Prescott said, “They all don’t want that information up online,” for a variety of reasons ranging from mortgage fraud to providing thieves with knowledge that they could enter a house from the garage. By Prescott’s estimation,

only five to 10 per cent of clients permitted the brokerage to make sold data accessible by the public. • Scott Nagel, chief of real estate operations of Redfin Corporation, also took the stand, traveling to Toronto from the Seattle area. His VOW is operational in 74 American metropolitan areas and has more than one million registrants, sourcing data from MLS listings, among other feeds. Nagel conceded, under crossexamination by Affleck, that traditional real estate transactions vastly outnumber online transactions, such as those brokered by VOWs. CREA lawyer Forbes asserted that Redfin’s goal is to show as much online listing data as possible without users having to register. • John Pasalis, founder of Realosophy Realty of Toronto, which operates a VOW, also provided testimony. He told REM that most people spend hours researching before making major purchases and says he hopes consumers in the Toronto real estate market have as many tools at their disposal as they need. “That’s what this case is about,” he said. “It’s about giving people access so they can do their due diligence and make a better decision.” • Day five of the hearing opened in Ottawa with Chief Justice Crampton advising both sides that the two biggest questions for the hearing panel concern substantiality – how much of an impact TREB’s rules have on its members – and whether privacy, when used as a business justification, is a genuine concern or was thought of after the fact to justify TREB’s position. • Rook, counsel for the Competition Bureau, called expert witness Gregory Vistnes, vice-president of U.S.-based Charles River Associates. He said in his opinion, TREB has substantial market

power and is exercising it to lessen competition. “In my opinion, TREB, by using their control over how and when (brokers access MLS), is preventing an entire class of competition in the market,” said Vistnes. “By excluding this class of competition – those brokers who want to compete by using a VOW, (TREB) is significantly reducing competition in the market.” • Former TREB CEO Don Richardson, under questioning by Rook, confirmed that TREB members accessing the Stratus system could, at the press of a button, easily email detailed property search results containing information such as list price, sold price and days on the market to a consumer. Richardson also confirmed that TREB has never disciplined any of its members for emailing sold and related detailed information to customers, and that the CMA process operated in a similar fashion. “So, not to put too fine a point on it, but just so the record is clear, members can, and do, send this information by email over the Internet but are not allowed to display it on a VOW, correct?” asked Rook. “This is correct,” replied Richardson. Later in afternoon, all three tribunal panel members asked questions of Richardson, with Chief Justice Crampton wondering why the Municipal Property Assessment Corporation (MPAC) system and Teranet, Ontario’s exclusive provider of online property search and registration data, which includes information sales data and transfer transaction records across the province, don’t seem to have the same privacy concerns as TREB over the posting of this information. Richardson responded that the panel would have to review MPAC’s and Teranet’s Terms of Use information. Panel member Wiktor Askanas Continued on page 28

4 REM NOVEMBER 2015

Multiple Listings By Jim Adair, REM Editor Do you have news to share with Canada’s real estate community? Let REM know about it! Email: jim@remonline.com

entury 21 Canada has appointed John S. Geha to the new role of senior vice president, strategic growth. Geha’s main focus will be increasing franchises through mergers and acquisitions. He will also directly support brokers at every stage, from succession and exit planning, to business organization, recruiting and retention initiatives, the company says. “With 38 years in the industry, John is a recognized leader in North American and global real estate markets,” says Brian Rushton, executive vice president, Century 21 Canada. Geha has consulted for the Charlwood Pacific Group, owners of the

Coldwell Banker Canada has named Richard Thomas its director of marketing for Canada. “Richard’s credentials include an MBA and his wealth of work

Al and Erin Fuchs have joined the Royal LePage network. Their brokerage in Swift Current, Sask. now operates under the name Royal LePage Formula 1. The father-daughter team says they are eager to grow the brand in the Swift Current community

John Geha

Al Fuchs

Erin Koops

Century 21 brand in Canada, for nearly two years. He also spent 16 years in high-level business development roles with the brand’s parent company, Realogy Holdings Corp. He most recently served as president of Coldwell Banker Canada. Geha founded and currently serves as president of the first international chapter (Canada) of the Asian Real Estate Association of America. ■ ■ ■

experience includes senior leadership roles in both marketing and communications for a number of real estate related firms dealing in brokerage, development and franchising,” says Andy Puthon, president of Coldwell Banker Canada. “He has a proven track record for developing competitive advantage and will be a valuable asset to us.” ■ ■ ■

of 45,000. Al is a veteran commercial real estate practitioner with several decades of experience in the field. Erin specializes in residential real estate and is accomplished at maximizing social media within her trade, the company says. She is among the top agents within the Swift Current area in terms of units sold and sales volume. ■ ■ ■

Century 21 Amos Realty, formerly an independent brokerage, has renovated its office and opened new doors to continue 30 years of service in Oliver, B.C. “We are one big family and we extend that treatment to our clients. When they work with one of us, all of us look after them,” says Karen Amos, co-owner of the brokerage. Co-owner Brian Amos says, “The market has been increasing steadily since January, as new government jobs keep bringing people in, boosting construction. Also, more young people are returning from university after

realizing they want to live the lifestyle they grew up with.” The owners’ identical twin daughters, sales reps Sara and Katie Amos, were two such graduates. Both left Oliver for university and then brought back business degrees to the family business. ■ ■ ■

Angela Boyle recently opened Royal LePage Parkwood Realty in Bathurst, N.B. Boyle has been the No. 1 producing salesperson in Bathurst for the past eight years, the company says. She has been in the real estate business since 1994. Bathurst is a community of more than 33,000 people. ■ ■ ■

Home buyers and sellers in the Columbia Valley area have a new source for real estate advice as Century 21 Rockies Realty opens. Owners Scott Sauermann and Ken Becker harnessed their comContinued on page 6

Coldwell Banker Sun Realty recently held a grand opening of their new offices on Derry Road in Mississauga, Ont. Coldwell Banker Canada management on hand for the festivities included Scott Mills, director of affiliate service; Andy Puthon, president; and Mark Lindsey, VP of franchise development. The brokerage owners are Babu Pirati, Amandeep Singh and Lakhwinder Jhutty.

Richard Thomas

Angela Boyle

Erin Fuchs

Janet Miller

Patricia Chisholm

John Chisholm

The Century 21 Rockies Realty team, from left: Scott Sauermann, coowner and sales rep; Kayja Becker, assistant; and Ken Becker, co-owner and managing broker.

Lead with mobile Imagine people knew you delivered the highest customer satisfaction, before you even met. You follow up. 50%clients of clients Keep informed. Give search on And, mobile.* useful advice. never What’s your website miss a beat.

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6 REM NOVEMBER 2015

Multiple Listings

most recently, with Re/Max Select Properties in Vancouver.

Continued from page 4

bined 25 years of experience to open the brokerage. “We grew up in real estate and the key to the business is simple: always deliver an experience that exceeds expectations,” says Sauermann. Becker adds that “90 per cent of traffic drives past this office’s front door, straight through nature’s gateway. It’s perfect for clients and Realtors to drop in from all around. We love the area and that is why we live here. We are mountain boys at heart and know every inch of the market here.” ■ ■ ■

Janet Miller has joined The Rennie Group in Vancouver as director of sales for Rennie & Associates Realty. In this role, the company says Miller will provide leadership on training, productivity and professional development programs. Miller brings experience in sales, marketing and real estate to the role. She worked in Toronto and Montreal with Shoppers Drug Mart and Procter & Gamble and,

■ ■ ■

Century 21 Leading Edge Realty has served the Greater Toronto Area for more than 20 years and has now expanded to the Whitby area. The company has become one of the largest Century 21 firms in Ontario, with 15 locations and more than 550 sales reps. “Our success has resulted from a combination of solid agent training and hard work,” says Paul Baron, broker/owner. “We support our offices through dynamic mentoring programs, a dedicated broker/manager team and cutting-edge technology.” ■ ■ ■

Leading Real Estate Companies of the World has promoted Erin Koops to executive vice president, member services. In this role, Koops oversees the company’s Business Solutions consultants, broker-to-broker referral program, member education for core programs and services, white-glove international referral liaison program and U.S. Military on the Move affinity program. These ser-

Hannon Bell

vices are offered to the network’s 500+ residential real estate companies in more than 50 countries around the world. ■ ■ ■

Century 21 Executives Realty Ltd. has opened its doors in an iconic yellow house in Sicamous and a prime Salmon Arm location to serve the Okanagan, B.C. market. For 15 years, the company has served the Okanagan and Shuswap areas with locations in Vernon and Enderby. For over a decade, the company has been committed to fundraising for the Easter Seals Kids to Camp program, which gives local children living with disabilities the opportunity to attend one of 16 fully accessible summer camps across Canada.

The lobby in Century 21 Leading Edge Realty’s new Whitby office.

■ ■ ■

Direct Realty in Belleville, Ont. has joined the Aventure Realty Network. Established in 1976, the brokerage brings three generations of industry leadership to the market, says the network in a news release. “Brokers/owners Patricia Chisholm and John Chisholm lead a team of strong sales professionals and continue to focus on developing their own brand and delivering

A look inside the new Century 21 Rockies Realty office.

Continued on page 28

Celebrates the reign of Queen Elizabeth II

Longest serving British monarch.

204-989-7900 han a non o be bell@roy oyallep epage.ca c

R ng This“BELL” fo Ri f r Ser e vi v ce!

February 6, 1952 to present.

Prime Real Estate

The team at Century 21 Executives Realty’s new Sicamous office.

Hannon Bell’s ad honouring The Queen.

Andy Puthon and Scott Mills in Chicago at the Coldwell Banker Gen Blue Experience.

CORRECTION E-signatures in real estate transactions are permitted in B.C., Alberta and Saskatchewan but not in Manitoba. Incorrect information appeared in a REM story

Cover photo: MARKO SHARK

The new Paris office of Century 21 Professional Group.

Publisher HEINO MOLLS heino@remonline.com

Editor JIM ADAIR jim@remonline.com

Director, Sales & Marketing DENNIS ROCK dennis@remonline.com

Distribution & Production MILA PURCELL distribution@remonline.com

Digital Media Manager WILLIAM MOLLS web@remonline.com

Art Director LIZ MACKIN

Brand Design SANDRA GOODER

Graphic Design SHAWN KELLY

2255B Queen Street East, Suite #1178 Toronto, ON M4E 1G3

Phone: 416.425.3504 www.remonline.com REM complies fully with the Canadian Real Estate Association's Rules for Trademarks (CREA Rule 16.5.3.1) REALTOR® and REALTORS® are trademarks controlled in Canada by The Canadian Real Estate Association (CREA) and identify licensed real estate practitioners who are members of CREA. MLS® and Multiple Listing Service® are trademarks owned by CREA and identify the services rendered by members of CREA. REM is published 12 times a year. It is an independently owned and operated company and is not affiliated with any real estate association, board or company. REM is distributed across Canada by leading real estate boards and by direct delivery in selected areas. For subscription information, email distribution@remonline.com. Entire contents copyright 2015 REM. All rights reserved. Reproduction in whole or in part without written permission from the publisher is prohibited. The opinions expressed in REM are not necessarily those of the publisher. ISSN 1201-1223

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in the October 2015 issue.

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8 REM NOVEMBER 2015

Professionalism, multiculturalism & teamwork

Tony Ma, the brains behind Canada’s most successful HomeLife office, was a neurosurgeon in China. Now he’s building his real estate business at home and abroad. By Dennis McCloskey than five per cent of his business comes directly from China. “Most of our clients are Chinese who are already landed immigrants or Chinese-Canadian citizens,” he says. “Our clientele is across the board, from Vietnamese and Italians to Filipinos and Portuguese, and my agents live and work all over the GTA and Golden Horseshoe area, focusing on residential resale homes and new condo projects and some commercial.”

The HomeLife/Landmark management team, from left: Melody Lao, David Wong, Lucy Li Liu (the brokerage’s top sales rep), David Chen, Tony Ma, Sammy Yang and Kamalu Tharani. (Photo by Marko Shark)

t would be a safe bet to say that brain surgeons could sell real estate but a real estate professional cannot do brain surgery – or at least they better not! Tony Ma has done both and while he would be the first to admit that selling homes is not exactly brain surgery, he considers the real estate business to be challenging, stimulating and extremely satisfying. He would agree with the Chinese proverb that “it is not the knowing that is difficult, but the doing.” Born in 1965 in the Central China city of Zhengzhou, Ma attended medical school in 1986 and following graduation, he and his wife Melody moved south to Guangzhou, near Hong Kong, where he worked as a general practitioner before becoming a neurosurgeon. When Melody, who worked for the Bank of China, expressed a desire to move to the “peaceful, multicultural country of Canada” where she heard it is a good place to raise children, she and Tony agreed to settle in Toronto in the late 1990s. His brother has lived

in Ottawa since 1985. When Dr. Ma realized it would be a long and protracted process to become a neurosurgeon in Canada, he decided to give real estate a try. He began selling real estate in 2000, and four years later he and Melody launched HomeLife/ Landmark Realty with a staff of 10. Today, with headquarters in Markham and an office in Mississauga, the firm has more than 920 agents. While Melody is currently focused on raising their 10-year-old child (the couple also has a 25-year-old), Ma’s brokerage and his managers and agents are thriving on a threefold philosophy based on “professionalism, multiculturalism and teamwork.” Those principles have resulted in the brokerage winning a multitude of awards in the past 11 years, including the No. 1 HomeLife office in Canada in 2013 and 2014. One of his sales reps, Lucy Li Liu, was named HomeLife’s No. 1 sales representative in Canada last year. Andrew Cimerman, founder and CEO of HomeLife Realty

Services, says Tony Ma’s intelligence, commitment, passion and affability give him an unmatched affinity for the real estate business. “I know he has the ability and drive to expand his business to 1,000 agents and more,” he says. “In addition to his enormous business success, Tony is a tremendous and humble human being.” When asked for his recipe for success, Ma implies that success is often disguised as hard work and diligence. “My mangers and agents work very hard; they work long hours and they work smart to achieve the amazing results they do,” he says, which is mindful of the Chinese proverb that “a person who says it cannot be done should not interrupt the person doing it.” Markham’s population of over 300,000 is made up of nearly 40 per cent of Chinese origin and 19 per cent South Asian. About 65 per cent of HomeLife/ Landmark Realty’s agents are Chinese, and 90 per cent are bilingual, speaking English and Mandarin (or Cantonese.) Ma says that Asians “are rooted to the neighbourhood” and less

This summer, Ma and six of his agents joined senior executives from Baker Real Estate and some developers to travel to Shanghai and Beijing for a two-week tour to study the expanding Chinese market with its great potential. “It was my first time back in China and my basic purpose was to learn what the people think of our Canadian product,” he says. But he also gave a sales pitch on investing in Canadian real estate. In a speech delivered in Mandarin at Beijing’s Fairmont Hotel, he praised Toronto and its people while also covering such topics as immigration and bank loan procedures. He believes that stock market turmoil in China does not deter people in that country who want to invest in Canada. “They already have connections and strong ties in Canada,” he says. “Many are either planning to emigrate here or are already Canadian citizens who may have returned to work in China and might have children attending high school or university in Canada.” Ma regards his sales agents as his “most valuable assets” and he tries to interview every new agent to determine their character and ask about their work habits and lifestyle. “In return, we provide them with training, support, resources, encouragement and

mentoring.” He points to his star agent, Lucy Li Liu, as the kind of salesperson he seeks: one who shares in personal success and disappointments and who works for the benefit of all. Liu studied business management at university in China and moved to Canada in 1999, joining the real estate business in 2005. “Client education is a process,” she says. “I like to provide options and let them select and compare the services they want.” She says her fundamental principles are “honesty, professionalism and dedication. I work on this daily.” Liu adds that her success is largely a result of the “great support” she receives from teams at the brokerage and fellow agents. Ma lists training and technology as two of the tools that will see his brokerage continue to “grow strong and solid” and help achieve the goal of increased production and sales volume. HomeLife/Landmark Realty uses such technological tools as electronic signatures on transactions; direct deposit wired to the brokerage’s trust account; and posting listings on WeChat, which is a mobile text and video message communication service developed in China in 2011. It has 438 million active users, including 70 million outside of China. The former neurosurgeon, who says his past career trained him to understand people and the way they think, is happiest when his brokerage gets repeat business based on the reputation of his salespeople, and when other agents come to him asking to work for his brokerage. It reminds one of the ancient Chinese proverb: “Make happy those who are near, and those who are far will come.” REM

10 REM NOVEMBER 2015

Engel & Völkers opens in Toronto, King City and Mont-Tremblant

At the Calgary grand opening, from left: James Ramsay, COO, Engel & Völkers North America; Mark Evernden, owner, Engel & Völkers Calgary; Shelby Donald, co-owner, Engel & Völkers Victoria; and Richard Brinkley, SVP Engel & Völkers Canada.

ngel & Völkers recently announced three new office openings and held its grand opening celebrations for several more shops that opened earlier this year. Playground Real Estate Mont-Tremblant, an Intrawest Company, is the latest addition. The brokerage has been the sales arm of Intrawest since it started developing the Mont-Tremblant, Que. resort. It has 12 advisors. Steve Lafave, managing director of Playground, says they chose the brand because of the company’s international network, systems and brand positioning. “We know that Mont-Tremblant attracts many international buyers and our sellers will also benefit from their properties being exposed to the

network,” says Lafave. Intrawest was also the major developer in Whistler, B.C. and Blue Mountain, Ont. “We are happy to have Steve and his team as part of our growing network in Canada,” says Richard Brinkley, SVP, Engel & Völkers Canada. “With their reputation and commitment to quality service, they are the perfect fit for our brand.” In Toronto, Ron Amendola is the owner of Engel & Völkers Toronto Uptown, which will provide real estate services for premier properties in neighbourhoods including Bedford Park, Ledbury Park, Hoggs Hollow, Lawrence Park, Forest Hill, Lytton Park, Davisville and Rosedale.

The ribbon cutting for the Engel & Völkers Collingwood shop. From left: Richard Brinkley, SVP Engel & Völkers Canada; Robert Madigan, councillor for the Town of Collingwood; Tammy Abbotts and Max Hahne, owners of Engel & Völkers Collingwood; Sandra Cooper, mayor of the Town of Collingwood; Anthony Hitt, CEO Engel & Völkers North America; and Special Olympian Angela Hilts.

Celebrating the grand opening for Engel & Völkers York, from left: Richard Brinkley, SVP Engel & Völkers Canada; Julie Thompson; Helen Hermanns; Jorg Hermanns; Anthony Hitt; and Special Olympics athletes J.J. Scortia and Arik Kimber.

Amendola and his team, along with Anthony Hitt, CEO of Engel & Völkers North America, hosted an open house at the office at 1804 Avenue Rd. and a grand opening event at Trump Tower to celebrate. The office space was renovated and designed in the style of Engel & Völkers shops around the world. “Engel & Völkers has been growing steadily in new Canadian markets,” said Hitt. “Ron is a perfect fit for Engel & Völkers because of his market leadership and strong reputation as a provider of high-quality real estate services.” The shop opened with 20 sales reps. “An estimated 80,000 to 100,000 affluent new Canadians come to Toronto each year and positively contribute to our economy,” says Amendola. “International buyers come to Canada from many countries including the United States, Iran, China, Singapore, Russia, India, Abu Dhabi, Germany, Italy and the Netherlands.” In King City, Ont. Jorg Hermanns is the owner of Engel & Völkers York and Julie Thompson is the managing broker. The grand opening event was

At the grand opening of Engel & Völkers Toronto Uptown, from left: Charles Kim, director of communications, Engel & Völkers North America; Richard Brinkley, SVP market development, Engel & Völkers Canada; Ron Amendola, broker of record, Engel & Völkers Toronto Uptown; and Anthony Hitt, CEO, Engel & Völkers North America. (Photo: Danilo Ursini and Shaheen Karoli)

held at the former historic St. Andrew’s Presbyterian Eversley stone church. Built in 1848, the church has been converted to the Engel & Völkers York shop. Hermanns says, “We have many buyers that are arriving from abroad from the Americas, Europe, Russia and Asia.” Engel & Völkers York represents areas in Aurora, Newmarket, King Township and Caledon. The shop’s advisors focus on properties ranging from single detached homes and condominiums to equestrian properties and rural estates. The shop is a platinum sponsor of the Southlake Regional Health Centre’s Black Tie Ball and the Country Day School Auction, and has recently announced a

Steve Lafave, left, and Richard Brinkley

new partnership with the King Township Food Bank. Additional shops recently opened in Collingwood, Montreal, Victoria, Nanaimo and Calgary. The company says it is planning more Canadian openings in several new markets. REM

12 REM NOVEMBER 2015

Turn your clients into advocates

By Brian Buffini

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Leading Real Estate Companies of the World offers top independent firms a compelling business model – combining local success with global expertise and the support of a full suite of business-enhancing services. Our exclusive world-class conferences and networking events give affiliates the opportunity to connect and learn with the best real estate professionals in global destinations like Shanghai, Dubrovnik, Las Vegas, Berlin, and Miami. If you are a leader of an independent company, we invite you to learn more ® about the value of aligning with Leading Real Estate Companies of the World . Contact Sheila Barr: sbarr@LeadingRE.com or 312.361.8632.

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our clients hold the power to help your business thrive. When they’re thrilled with the services you provide throughout the transaction and after it has closed, they’re more likely to refer you to their family, friends and even strangers they overhear discussing a home purchase or sale. In short, they become your advocates – the people who will shout your praises from the rooftops. How can you turn your clients into advocates? It’s all about your relationships. Establish trust. Trust is the cornerstone of any relationship. When you keep your word and look out for your clients’ best interests, they’ll begin to trust you. If you’re consistent, they’ll begin to rely on you to help throughout the real estate process. And once they’ve learned to trust you, you can build a stronger relationship with them; one that they’re eager to share with other important people in their lives. Go above what’s expected. Buyers and sellers don’t expect much. Your buyers want you to help them find the right home for them and negotiate a good deal and your sellers want you to market their home for a quick sale close to their asking price, according to the NAR 2014 Profile of Home Buyers and Sellers. That’s why they’re absolutely stunned when you go above and beyond what’s expected and do those little extra things. For your buyers, this may mean introducing them to a great lender in your network, reviewing the home inspection with them or helping them narrow down their list of must haves and deal breakers. For your sellers, this means helping them get their property in shape for its mar-

ket debut or listening to them when they feel extra emotional about selling. When you surpass your clients’ expectations, you not only make them happier, you also create allies for life. Guide your clients. Most people buy and sell only a few times in their lives. Since the real estate market is always changing, they may find it intimidating, confusing or frustrating. That’s where you and your expertise come in. This is your opportunity to guide them through the process, explain what’s new since the last time they bought or sold a home and help them set their expectations of the process. Listen. If you want to impress your clients and make them feel special, listen twice as often as you speak. Listen to their frustrations, questions, concerns and even for clues that provide insight into what they’re looking for in a home. Also, listen for other ways to serve them. Did they mention that their home is due for a new roof? Connect them with a reputable roofer in your network. Are they in the middle of overhauling their outdoor spaces? Hook them up with a local landscaper. Whatever they mention, ask yourself if you know someone who can help. When you tap into your sphere of influence, your clients will be very grateful and are more likely to refer you to their family and friends. Be a master negotiator. Negotiation is a big part of the real estate process. Securing the best deal for your clients is your top priority. Keep your negotiation skills sharp by taking professional development workshops or seminars, taking classes and practicing. Remember, when your skills are sharp, your clients will trust that you have their best interests at heart. Turning your clients into advocates for your business takes time; however, the benefits are unlimited. If you’d like to learn more, register for Brian Buffini’s Success Tour when it ends the year in Toronto on Dec. 2 and 3, 2015. Brian Buffini says this two-day high-energy real estate event is sure to help you end the year on the right foot. Visit BrianBuffini.com to REM learn more.

14 REM NOVEMBER 2015

Understanding your home field advantage By Mark Rodgers

s the couch in its proper place? What do you think of the décor? Will there be enough lighting? You work diligently with staging professionals and others to scrutinize every detail of the properties you represent. Why is it, then, that people who are professional in every other facet of their business give almost no thought to what their own office looks like? Your office is the single greatest space in which to conduct business. This is where you may have your first meeting with clients, where you review offers and deliver advice. You need to be at your best in your office. Robert Cialdini – probably the most quoted sociologist in the

study of persuasion – likes to talk about the time when he worked at a medical clinic in which patients were taking almost 100 per cent of the advice given by physicians, but rarely taking that of the clinic’s physical therapists. So Cialdini analyzed the spaces where both groups dispensed their advice. Turns out that the physicians were speaking with patients in spaces highlighted with evidence of authority – licenses, diplomas and awards. The physical therapists, on the other hand, met with patients in offices decorated with those crazy motivational posters, like the one with that kitten clinging to a ledge encouraging you to “hang in there!” Yikes. The therapists replaced the posters with their own credentials and guess what happened? Almost instantly, patient compliance with guidance from physical therapists increased 34 per cent. Here are six ideas to augment

your workspace and help you hear “yes” faster and more often: 1. Hang your credentials. If you have a college or university diploma, post it. Hang your real estate license, along with membership certificates from professional organizations. Nicely framed, such items assure others of your proven expertise. 2. Display sales and customer satisfaction awards. Were you Realtor of the Year in 2014? Top seller for three months in a row this year? Nova Scotia’s “most trusted” real estate agent? Put up the plaque, get out the trophy and frame the article. All of these are excellent examples of thirdparty verification of your excellent service. 3. Keep distractions for kids handy. One of the greatest obstacles to clear and persuasive communication is a distracted parent. That’s why it helps to have items nearby that will occupy the young-

sters: crayons and colouring books, perhaps, and Wi-Fi with an easy guest sign-in so older kids can stay busy on social media or the Internet. 4. Use a digital picture frame. This is a must-have item and it should be loaded to rotate images of your happiest clients in front of their new homes. Then, as the pictures scroll through, you can simply say something like, “Oh, see this couple? That’s Bob and Mary Roy. They had a situation similar to yours, and here’s how we worked through it …” This leverages the powerful persuasion principle of social proof: We follow the lead of similar others. 5. Have a pair of reading glasses ready. Not for you, but for your buyer. Have you ever heard a client who was ready to sign on the dotted line say, “Oh, I can’t. I don’t have my readers!” Don’t let this happen to you. Have several decent pairs with various powers in

a drawer and offer them to clients when necessary. 6. Keep the marketing to a minimum. Your office should be bastion of professionalism, not look like you’ve got more sponsorships than the Grey Cup Festival. In today’s market you must use every tool available to help you win the business. You spend a great deal of time making sure the property is right; now make sure your space is working as hard as you do. Mark Rodgers is a best-selling author, award-winning speaker and sought-after consultant who says he helps professionals hear yes, faster – accelerating sales, marketing and management efforts to achieve astonishing results. His latest book is Persuasion Equation: The Subtle Science of Getting Your Way, published by Amacom. Email Mark@PersuasionMatters.com REM

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16 REM NOVEMBER 2015

Around the world in 80 anthems B.C. real estate professionals and their children take an ambitious global journey to raise money for a children’s charity. By Yvonne Dick

eal estate professionals and community volunteers Tom and Kerrie Everitt, along with their children Capri, 10, and Bowen, 8, are about to embark on the trip of a lifetime. They will tour 80 villages in 80 countries over the coming months to raise money for SOS Children’s Villages. Capri will sing each country’s national anthem with the local children of the village. Kerrie Everitt, managing broker of Main Street Dexter Associates Realty, says, “Capri wanted to think of a song that the children would already know. “We didn’t think they would necessarily know the hit songs around here – you know, the Britney Spears or Justin Timberlake or Taylor Swift songs,” adds husband Tom Everitt. He has been licensed since approximately 1999. In 2005, after the birth of Capri, Kerrie entered the industry and by 2008, she was a managing broker to complement her husband’s role as an agent. During their journey the Everitt family will learn a lot about global customs and cultures, and promote the message of SOS Children’s Charities – a loving home for every child. Globally, SOS Villages are located in 134 countries, and there are over 2,500

locations and 550 SOS Children’s Villages worldwide. The charity supports and helps families with all sorts of education, training and prevention in areas like healthcare. The charity also funds the SOS Villages where children who are not able to live with their parents or families due to war, death or other issues can find a safe and happy home for as long as they need one. Capri has been singing and playing piano since the age of five, and Bowen is a prolific blogger on his sister’s charity site aroundtheworldin80anthems.com, where he talks about getting ready for the trip and life at the Everitt house. He also uploads the pictures, videos and other items that appear on the blog. “The country that I am most interested in seeing is India, because they have the most computer programmers,” says Bowen. “We will be going to Chennai. Out of the top 10 cities in the world that professionals with tech skills moved to, five, including the top four, were in India. Indians like computers and so do I.” There will be a role to play for each family member during their adventure. While Capri will sing to raise money for SOS Children’s Villages and Bowen will blog about their experiences, Tom and Kerrie

The Everitt family: Kerrie, Tom, Capri and Bowen

will be responsible for getting from one place to the next during the trip in time for each event or gathering. Tom admits to being a nervous flyer. “I’m not a big fan of flying, but we will go around the globe three times and we are sponsored by Flight Centre. They are not paying for our trip; we are doing this ourselves to raise as much money as we can for SOS.” Says Kerrie, “I’ve got spreadsheets and more spreadsheets,” each one detailing where the Everitts are supposed to be and

when. Some villages have families who will host them and others are unplanned as yet. “We’re going through Airbnb to find places to stay during the trip.” The Everitts feel that their job is to support Capri’s singing and keep things running as smoothly and normally as possible for the kids during their long adventure. They’ll be moving to a new place every three or four days, so having a routine is critical to their harmony as a family, they say. To kick off the world tour, the Everitts will be in Ottawa on Nov.

20 with SOS Children’s Charities for International Children’s Day. Here, in front of the Senate, Capri will sing the national anthem for Parliament. She will also speak about her upcoming journey and raising money for the charity. Soon after, the Everitts will hop on a plane and head to the Dominican Republic, Mexico, Belize, Honduras, Cayman Islands, Barbados, St. Lucia, St. Kitts and Nevis, St. Maarten, Puerto Rico, Trinidad and Tobago, Bahamas and New York, all before Christmas. With Kerrie working as a broker in her husband’s real estate firm, it gives the couple some time together they would likely not otherwise have during the day. Dexter Associates has 153 team members, including former Big Brothers Little Sisters little brother Chris Campbell, who Tom mentored when his little brother was a youth. Now 22, his little brother is part of Tom and Kerrie’s business and will help watch over it while they are REM gone.

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18 REM NOVEMBER 2015

Breach of professional’s duty

LEGAL ISSUES

By Donald H. Lapowich

s pointed out in prior cases and articles published in REM, a professional, in order to be liable to a client, must breach a duty of care (skill, diligence, proper advice) and there must be a causal connection between the breach and resulting damages. Actual loss or damages resulting from the professional’s negligence must occur. In a case in California, a law firm gave bad advice to a client who owned an infant care and preschool business. The client had funds that were inadvertently placed in a chequing account rather than in her operating account. Her husband was a signatory on the chequing account,

while she was the sole signatory on the operating account. The client sought legal advice because she wanted the funds moved from the chequing account to the operating account to cover her expenses. She alleged that the lawyers advised her to draw a cheque on the chequing account, sign her partner’s name and deposit that cheque into her operating account. Unfortunately, she was charged by the District Attorney with forgery. She was acquitted on the forgery charge because it was her business generating the funds and there was no intent to defraud. However, she did sue the lawyers for the mistake. Certainly she could show breach of duty of care. The lawyer simply could have advised her to call the bank and the bank would have given her advice on how to correct the mistake of the deposit being put into the wrong account. But the court determined that since she was not found guilty of

fraud and allegedly there were no damages sustained, she had no cause of action against the lawyer. In Canada this ruling may have been different. Questions that could have been raised in court would be whether expenses were incurred, if there were interest charges and penalties from the bank, and perhaps if there was loss of reputation and personal anxiety caused by the lawyers. In any event the lawyers had given bad advice and the Court of Appeal of the State of California dismissed the action against the lawyers (no damages proved). (http://law.justia.com/cases/california/court-ofappeal/2015/b253978.html) ■ ■ ■

Insist that words are inserted into the Agreement of Purchase and Sale: A piece of land owned by B and C was put up for sale. The purchasers met with vendor B and indicated that they wanted the property only if it could be used as a restaurant. B said that would not

be a problem and that the city would give approval. However, B did not wish to put a condition to that effect into the agreement as he believed this would cause a problem with C. The Agreement of Purchase and Sale was drawn up for a $100,000 deposit and a purchase price of $3.5 million with no condition as to use (as a restaurant). Prior to signing, the purchasers went to the city planning department. A staff member told the purchasers that there would be no problem with a restaurant proposal filed with the city. Subsequent to that the parties signed the Agreement of Purchase and Sale (prepared by the purchasers) without any zoning requirement. In fact, the paragraph incorporated was that there was no representation or warranty as to future intended use. As it turned out, the purchasers could not obtain their desired zoning permit. The transaction did not close. The purchasers sued the vendors B and C for B’s misrepre-

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sentation. Surprisingly the action was dismissed, even though B realized that the purchasers would rely initially on his representation of being able to obtain their zoning requirement. However, the court ruled that the purchasers took matters into their own hands and decided to go the city, and after speaking to a staff member were satisfied that they could rely on the city employee’s representation (and not vendor B). In this trial decision, the judge came to the conclusion that there was no reliance on the vendors and that the purchasers, by making their own inquiries prior to signing the agreement, “relieved the vendors of any such responsibility”. (Meron v 2182804 Ontario Ltd., 2015 ONSC 1966 at canlii.org)

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Royal LePage Realtors® are supported by a trusted national brand, strong leadership, and best-in-class training and tools. The tools to succeed. Moving to Royal LePage was the best decision for my career. They have the tools and support I need to be successful and competitive. They are leaders in providing their agents with the latest technology and training. I’m proud to have my name on their signs.

Supportive team environment. I chose to build my team at Royal LePage, because I knew I would get the support, tools and leadership I needed to optimize my team’s revenue potential. The results are convincing: my team has won several awards in recent years including the Top Ten Award.

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A network that is second-to-none. Joining this forward-thinking, socially-conscious company is one of the best decisions I’ve made. With a huge, national referral network, we have real estate professionals nationwide who help people realize their homeownership dreams. It is no wonder that Royal LePage is one of the most trusted brands in Canada.

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royallepage.ca/joinus This is not intended as an offer to sell or a solicitation of an offer to buy, including a solicitation of any sales representatives or broker that is currently under contract. All offices are independently owned and operated, except those marked as “Royal LePage Real Estate Services Ltd., Brokerage”, “Royal LePage West Real Estate Services” and “Royal LePage Sussex”. Any copying, reproduction, distribution or other use of these materials is prohibited. ©2015 Brookfield Real Estate Services Manager Limited. All rights reserved.

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22 REM NOVEMBER 2015

Yogi Berra’s lessons for real estate investors By Mark Weisleder

ven a Toronto Blue Jays fan can appreciate the work ethic and charm of Yogi Berra, the New York Yankee who passed away recently. Much has been written of the statements attributed to Yogi and their deeper meanings. Here are five valuable lessons for those considering investing in real estate. 1. “If you don’t know where you are going, you might wind up someplace else.” Have a plan before you start looking for a location to invest in real estate. Look for areas

where unemployment is low, with schools and public transit nearby. A good rule of thumb is not to invest anywhere that takes more than one hour to reach by car. 2. “You can observe a lot by watching.” When you try to take in all the information out there relating to a potential real estate investment, it feels sometimes as though there is too much information. How do you make an informed decision? Watch what experienced investors look for. Hire a real estate agent who invests themselves. Make sure you properly qualify all tenants in advance. Use a property manager so you don’t have annoying

phone calls about repairs in the middle of the night. 3. “Nobody goes there any more, it’s too crowded.” It is never a good thing to be the last person to buy in an area, at the top of the market. Look at areas where there are new Starbucks and Home Depot stores. They have done their own research to make sure that the area is expanding. That is where you want to be. 4. “The future ain’t what it used to be.” When you buy real estate, it should not be for an expectation of a quick flip for profit. As long as the property is cash-flow positive and you can carry the property for a few years, eventually

the property will rise in value. Then you do not have to worry about short-term interest rate hikes or other external events that may affect the price of real estate in the short term. If you have a partner, make sure that there is an agreement in place that states what will happen if things do not go well down the road. For example, use a buy/sell clause to end a relationship without having to resort to lawyers or expensive court proceedings. 5. “When you come to a fork in the road, take it.” It takes a lot of courage to make that first investment in real estate. It is always easier to find a reason not to. Remember that

with real estate, you are borrowing about 75 to 80 per cent from a lender and your return will likely be much more than any investment in the stock market over time, primarily because you are leveraging the lender’s money. Have comfort that most people who do decide to invest in real estate, with the right research, are usually very happy later. Remember, Yogi also said, “I didn’t say everything I said.” Use these lessons to become a successful real estate investor. Mark Weisleder is a partner, author and speaker at the law firm Real Estate Lawyers.ca LLP. Contact him at REM mark@realestatelawyers.ca

How to land a $13 million listing And how it was sold it in just two months

hen you are a parent and your child takes an interest in something, you indulge them. You chauffeur them to ballet class, the hockey rink or the karate dojo. Corbin Seligman’s mom drove him to open houses. “I have always been interested in real estate, even as a kid. I like architecture, and that real estate is physical, not like the stock market,” says Seligman. His love of real estate, and lots of hard work, has paid off. After just 2 1/2 years as a Realtor, the 27-year-old recently sold a house in Toronto’s Forest Hill neighbourhood for $13 million. The 12,000-square-foot mansion, which has five bedrooms, 10 bathrooms, an elevator, staff quarters and six custom fireplaces, fetched one of the highest prices for a spec home in Toronto, he says. Relatively new to the business, he proved his critics wrong, selling the house for more money and in less time than they thought. When he got the listing, some

were happy for him. “Others were resentful because they didn’t think I could sell it,” he says. It took about two months to sell. Although he knew the owner and got called in to do a listing presentation, “when he called, he didn’t expect me to get the listing,” Seligman says. “It was more like ‘let’s hear what the young guy has to say’.” Five other agents made presentations. “They were old school, talking about who they know and what houses they have sold,” he says. Seligman took a different approach, putting his business background and experience in construction to work. He prepared a business and marketing strategy and made a one-hour presentation. The candidates were narrowed to two, Seligman and another agent, who had years more experience. However, the owner told Seligman that his “presentation blew him out of the water.” About a month later, Seligman got the listing and the real work began.

By Connie Adair It took a month to create all of the custom marketing materials, from a For Sale sign with big black wood posts and a picture of the house in the background, to a special logo for the house to go on business and advertising cards. “I got a lot of calls from the sign,” he says. No ordinary feature sheet would do. Seligman created a 60page magazine. “Each room has a spread, with a high resolution photo and a description. The appendix at the back lists mechanical systems and includes floor plans. You walk into the house, it’s fabulous. Every single detail is high end. There’s crystal and gold….” It’s a comprehensive package, he says. At the listing presentation, he told the owner he was willing to spend more than anyone else on advertising. “It costs a lot of money to market internationally,” he says. Five years ago, he would have marketed to wealthy families in the city, but he says things have changed. “The international mar-

ket has taken notice of Toronto. I’m not going to have an open house, do a feature sheet and call a few friends,” he says. Instead, he reached out to agents in Beijing, Hong Kong, the Middle East and Europe. His brokerage, Harvey Kalles Real Estate, “has allegiances of brokerages and each network has its own relocation specialist,” Seligman says. Before the listing presentation, he researched the 2,100 brokerages around the world, taking note of their relocation specialists. When he went into the presentation, he told the owner, “Here’s a list of 50. I have 2,000 more.” He started at the end and worked back, thinking about who would buy the house then figured out how to get it noticed. He exposed it to agents and high networth individuals. “I like being creative and thinking outside the box. I’m nimble and can change if need be,” he says, adding it’s important to be flexible. Prior to becoming a sales rep,

he studied urban planning at McGill. He worked for property managers at a construction company. When that company folded, he made the leap into real estate. He says he was never afraid of going after higher-priced properties, reasoning it would be easier to get a listing for a lower-priced property if he had sold higher priced ones. So far this year, he has done $30 million in business. His also learned about the importance of networking from his father, an insurance broker. Networking has been an important part of Seligman’s success. His friends have also started to buy and sell homes of their own, and his parents’ friends are doing the same. Asked for advice for new agents, he says, “I put lots of time into every single project and focus on the client. It’s a competitive business. Find a way to differentiate yourself.” Seligman adds, “Go for it even if you think it’s a long shot, but do your research and be prepared.” REM

24 REM NOVEMBER 2015

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By Jason Singer

t’s a quiet Sunday afternoon and you’re hosting an open house for a client. Suddenly you hear a crash outside. You look out the window and see someone has fallen and hurt themselves. A slippery walkway, a missing handrail, poor lighting – these are just some of the types of claims we see on a routine basis. While you may think that these issues are the homeowner’s responsibility, you may be surprised to know that is not always the case. A real estate agent could be held liable for these claims. The law requires occupiers to take reasonable care to ensure that people going onto a property are kept safe. The Occupier’s Liability Act in Ontario defines an “occupier” as “a person who has responsibility for and control over the condition of premises or the activities there carried on.” An agent hosting an open house or caring for a property may be considered an occupier and could be held responsible for an accident on the property. It is therefore important to be familiar with the property you are showing. Ensure that the walkways are clear of snow and ice and the lights are working properly. If there is an unsafe stairway or other hazard, post a sign or warn prospective buyers of the situation. As an agent, it’s important to make sure you have proper insurance coverage to protect yourself in case someone is injured on a property you are selling or showing. Ensure your coverage will protect you not only should something go wrong with the purchase or sale, but also if there is a personal injury claim. Speak with your insurance broker and review the policy. Insurance claims: You get a call from your client who tells you that their home has been broken

into and was damaged. On your advice, they had moved out of the home to allow you to list it for sale. Now, their insurance company is giving them a hard time. When a property is listed for sale or recently sold, it can be a significant factor in whether an insurance company agrees to pay for a loss. A lot of fine print in the insurance policy may lead the insurer to refuse to pay. The insurer may also deny a claim because there has been a “material change in risk”. Most homeowners have no idea what a material change in risk means. Basically, it is a piece of information that determines whether the insurer agrees to insure the property or increase the insurance premium being paid. When a house is vacant or empty it is more susceptible to damage. There is a greater risk of a break-in, vandalism, arson or burst pipes. This increased risk can lead to an insurer refusing to cover a claim. The insurer may have thought that they were insuring a family home with contents and inhabitants, but instead the house is empty. This can change the risk. The insurer may be okay with this if you are attending daily or if there is a security system in place, but the only way to find out is to have your client speak with their insurer. Many homeowner’s policies will also contain exclusions if the house is empty or not lived in for a period of time. For example the fine print may say that an insurer will not cover water damage from a burst pipe if no one is in the home for a period of time. Encouraging your clients to speak with their insurer before they place their home for sale or before they buy the property can eliminate this risk. If the insurer is aware that they are moving out, bringing most of their belongings

or renovating the property, the insurer will not be able to avoid a claim because they will have known about the change. Additionally, if your client is going to own two properties at once because of a bridge period, they should make sure their insurer is aware of this and that insurance is placed on both properties, even if the period is a matter of days. Another area that could cause potential confusion over liability or damage is the use of staging companies. Here a company is hired to supply and decorate a home with furniture and decor to better market the property. If someone is injured because of a defect in the product, who is responsible? If furniture is damaged or stolen, who has to pay? Ensuring that a contract with the staging company sets out who is responsible in these situations and having your client check with their insurer can eliminate any concerns that may arise. Your client’s home is often their most valuable and important asset. Encourage them to protect it and themselves by speaking with the insurance company and paying a few extra dollars to have full protection. However, in the event they find themselves in a legal dispute, contact a qualified lawyer for help. Jason Singer is a lawyer at Singer Kwinter in Toronto. His practice is dedicated to acting on behalf of plaintiffs for personal injury and insurance claims. He ranked in The 2015 Canadian Legal Lexpert Directory as a leading legal practitioner in Canada. He has served on the Board of Directors of the Ontario Trial Lawyers Association, spoke at various professional conferences and chaired continuing professional development programs. REM www.singerkwinter.com

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26 REM NOVEMBER 2015

If you live in a glass house… These structures made of bottles have become tourist attractions

ome houses are not meant to be lived in. Take the sixgabled house in CapEgmont P.E.I., for example. It doesn’t have heat or running water or any other facilities for that matter. But then again, it wasn’t designed to be occupied. The house is made entirely of bottles and, not surprisingly, has become a popular stopping point for curious summertime travellers in the southwest part of the province. The whimsical structure was built by Édouard Arsenault, a fisherman, former lighthouse keeper and Second World War veteran who in 1979 was inspired by a postcard from his daughter of a glass castle on Vancouver Island. After collecting bottles from friends, relatives and local businesses, he spent innumerable hours cleaning each one and removing the labels before erecting the house. It measures 20 feet x 14 feet and was made with 12,000 bottles held together with cement. Visitors encouraged Arsenault to

AS I SEE IT FROM MY DESK

By Stan Albert

h my God! Is it that time again? My next column for REM is due in a few days and I have writer’s block. I’ll put on my special writer’s hat and superthink this through. I have been immersed in watching the Blue Jays. We’ve literally watched every inning from the end of July and into the playoffs. What does a professional ball player have to do to become a threat at the plate, a pitcher who can throw a ball as fast as one can drive a car, or a fielder to make that impossible flying catch in

advertise it as a tourist attraction, which he did in 1981. Buoyed by his success, he built two more in the next few years, including a hexagonal structure that originally housed souvenirs and handicrafts made by his wife Rosina. It now contains a large selection of bottles with special features that Arsenault thought worthy of display. (This building was rebuilt in 1993 after it was damaged during a particularly severe winter.) The third and final building is a chapel, complete with pews and an altar, that was constructed with 10,000 bottles and finished in 1983, a year before Arsenault’s sudden death at age 70. Many visitors comment on a feeling of tranquility the building exudes, as well as its artful design, particularly when light streams in from behind the altar. Together the three structures are constructed using a total of 25,000 bottles of various shapes, sizes and colours. Now in its 35th

By Diane Slawych

1,663 (who said small towns are boring?), the eye-catching structure resembles a castle and is made with 27,927 bottles. Conceived by Chanel Rousseau as a recycling project, it took volunteers 4,000 hours to complete. Inside is information on the village, which is in the heart of the Basques region, on the banks of the Boisbouscache River. There’s a golf course here and access to the National Hiking Trail. The visitor centre is open 10 am to 6 pm from June 24 (SaintJean Baptiste Day) to Labour Day, though at other times of year it can be appreciated from the outside. REM

One of three bottles houses in Cap-Egmont, P.E.I. (Photo: Tourism PEI/ John Sylvester)

season, the Bottle Houses attraction is now owned and operated by Arsenault’s two elder children, Yvette and Réjeanne, and is one of the longest-running tourism attractions on Prince Edward Island (open from May 15 to Oct. 3). Another dwelling made entirely of bottles can be found in

Quebec’s BasSaint-Laurent region. Along with being a tourist attraction in itself, it serves as a visitor centre. Located in The castle-shaped visitor centre in Saint-Jean-deS a i n t - J e a n - d e - Dieu, Que. is made of nearly 28,000 bottles. Dieu, population (Photo: Diane Slawych)

Joining the real estate big leagues the outfield? There are very few who make it to the “bigs” without going up the ladders of several farm teams. Those who do make it are what the sportswriters call “naturals.” I’m sure that some of you sports buffs can name quite a few. But the crux of this article is not about those natural ball players. To be a major leaguer, it takes a great deal of intensity and practice every day in a six-month season and requires millions of miles of travel. Sure they get paid a millionaire’s income but at the expense and sacrifice of special times with their families. Their bodies endure scores of injuries before that special day when they can have a chance to play in the World Series. How hard do you work at your profession? Do you come every day with a plan to do better? Do you pick out a few hours in the day to prospect? Or better still, to meet up with prospective clients by door

knocking? Do you call those clients you sold to five years ago to see if they need your help? The list of questions to ask yourself is endless for those of you who don’t believe in the adage that practice makes perfect. Do you honestly think the super stars of any major league sport get paid for playing less than 100 per cent effort? I’ve watched many new agents coming into our profession who think they can work at it part-time. Sure, there are a few who do make a living from real estate part-time. But many times they’re guilty of breaches of duties and create issues that lead to problems because they’re not available for their clients, nor are they available for their other responsibilities, be it another employer or family members who may rely on their assistance. Many of you have weighed in on this topic and I agree that

there should be a better way of eliminating the part-time agents from our profession, but under current governmental guidelines, it’s impossible. Many enter this profession and treat it as a new job rather than a major career and because of that, they cannot survive the many dips in the road. Part-time agents treat the new forms and/or formats of doing business as another impediment in their search for instant commission success rather than viewing it as a step forward in keeping them, their clients and colleagues accountable in our profession. Over time REM’s editor and I have swapped statistics as to where we stand in the top 30 most trusted professions in the public’s eye. I think we’re above used car dealers at number 28 and have been so perceived for many years. Why? Once again, how do you become like those million-dollar

professionals? Are you going to get up earlier each day, perhaps work out at the gym, consult a coach and be determined to be better than you were yesterday? Or are you going to sit and wonder what kind of luck the successful agents have had and why you have not been touched by the same luck? It isn’t luck, my friend. It’s simply hard work, ethical practices and appreciation for your clients, colleagues, support staff and those with whom you have daily contact. You and you alone can determine your destiny. Want to be a major leaguer? Or are you satisfied playing in the minors? Stan Albert, ABR, ASA is a consultant with Re/Max Premier in Vaughan, Ont. He can be reached for consultation at stanalb@rogers.com. Stan is now celebrating his 45th year as an active real estate professional. REM

28 REM NOVEMBER 2015

Highlights Continued from page 3

asked how many complaints had been filed about the VOWs, with Richardson replying that he was aware of about “20, 30 or 40 in a fairly short amount of time.” • Evan Sage, vice president and sales rep with Sage Realty in Toronto, said his firm is looking at turning the Sage website into a portal consumers can visit to view listings, not just in the Toronto area, but across the country. The purpose, he said, was to be innovative and help generate sales leads. “The Internet has been a game changer for our industry and we’ve certainly taken a hold of that,” said Sage. Competition Bureau lawyer Emrys Davis spent time addressing an April 23, 2015 blog post by Sage agent Melanie Piche titled The Future of the Real Estate Industry (and Why You Should Care). As an example, Davis drew attention to her comment, “The Canadian real estate industry has a well-deserved reputation for

hoarding data. Over the last few years, we’ve seen several court challenges as consumers attempt to get freer access to real estate data – specifically sold prices. While the industry claims to want to ‘protect the public’s privacy’ (and there are some good arguments for this), a lot of people (myself included) believe that the quest to keep sold prices private has just as much to do with protecting real estate agent jobs.” • Tim Syrianos, broker of record and owner of Re/Max Ultimate, who has also served as a director with TREB for the last four years, was called as a witness for TREB. He confirmed his brokerage is technology-driven, operating four different websites to attract different types of consumers. It is “80 to 85 per cent paperless” and also offers two different web applications – one which uses the TREB IDX feed and the other a VOW feed. Syrianos said he feels that providing “more services, technology and features to Realtors is the way to go.” He said, “Some people opt

to recruit other agents with the phone. I want to provide (agents) with the best tools in the marketplace. When you become an administrative arm to them, they can focus on their business,” adding that the technology also benefits the consumer. • Jeffrey Church, an economist with specializations and interests in competition policy, authored his own report for TREB challenging Vistnes’ report. Church spent over an hour addressing intricate economic issues and formulas while attempting to cast doubt on the validity of Vistnes’ report and assessments. Church’s assessment was that Vistnes had not established TREB as dominant in the relevant market. His opinion is also that TREB’s VOW policy is not anticompetitive, nor does it facilitate buyer steering. Church closed his testimony by saying that he believes there are legitimate justifications that underlie TREB’s VOW policy and that its purpose is not anti-competitive. Rook asked Church if he was

Multiple Listings Continued from page 6

Prou Pr o dly Welc com o es:

the exceptional service that Direct Realty is known for,” says Aventure president Bernie Vogt. ■ ■ ■

JACK MILLER OFFFIC ICER Miller’s powerful knowledge from the real estate tech industry will direct impactful online projects. He’s president of the acclaimed Swanepoel T3 Group & CEO of T3 Experts consultancy. Miller is former CTO of a brokerage that won Inman’s “Innovator of the Year” award & that Apple used as a case study for mobile tech.

Based on the success of his ad honouring the anniversary of the Canadian flag, Winnipeg sales rep Hannon Bell says he thought he would “work the idea into another milestone that affects our country in a positive manner – honouring of the reign of Queen Elizabeth II.” He says his wife “questioned the validity of this ad featuring the Queen, saying it’s not about real estate. It’s the subliminal, not the obvious that works in advertising.” He says even though his Canadian flag ad appeared last winter, its effect is still working as people remember the ad. ■ ■ ■

Century 21 Professional Group, headquartered in Brantford, Ont. since 2001, recently opened an office in Paris, Ont. “We’re focused on each client and their unique needs, providing the best service possible by giving

aware that the board wrote to VOW operators and threatened to cut them off if they didn’t signal they were in full compliance of the board’s rules, to which Church replied that he was. “And (the board) did that even when there was no evidence (the VOW operator) was in contravention of the board rules?” asked Rook. “I don’t know that.” “Are you aware that one of the companies that was not observing the rules was operated by the president-elect of TREB?” asked Rook. “I became aware of that.” “Were you aware during the writing of your report?” “No,” said Church. Chief Justice Paul Crampton asked him whether he thought consumers are materially worse off by not having access to the information in dispute (sales data), to which Church responded “You don’t have it at the VOW, but you have it at the broker.” • CREA CEO Gary Simonsen gave a detailed, live demonstration of how the realtor.ca website works them exactly what they want,” says Sean Bryant, owner. “We have been successful because we invest in our agents’ training and marketing and they, in turn, invest in their clients.” For the last 12 consecutive years, the company earned the Centurion award as a top producing Century 21 company. It continues to grow steadily, increasing sales by about 10 per cent every year since 2010. The brokerage offers residential, commercial/industrial, farm, investment and land development service expertise. ■ ■ ■

Atlantic hospitality paired with marketing and sales tactics from industry leaders brought the Century 21 Canada Conference to Charlottetown, P.E.I. recently. Hundreds of brokers and sales reps from offices across the country enjoyed education and insights from Tom Ferry coaches; innovative ideas in technology from Jack Miller, president of the Swanepoel T3 Group; hands-on breakout sessions on the latest best practices in sales and marketing; and inspiration from Easter Seals national

and the various ways it can be used to find listings or contact an agent. Justice Denis Gascon asked Simonsen about earlier testimony that identified CREA’s concern about a loss of credibility in the eyes of consumers if confidential information is made available. Simonsen responded that in Canada, MLS is a trademark and that he knew U.S counterparts were envious because they do not own the trademark there. Simonsen continued that MLS is a great selling tool and that anything that would imperil public confidence in it is of concern to CREA. • TREB witness Fredrick Flyer, executive vice president of economics consulting firm Compass Lexecon Inc. prepared a presentation that disputed parts of Competition Bureau witness Gregory Vistnes’ expert report. Among Flyer’s criticisms were that Vistnes, in his opinion, ignored empirical evidence on competitive benefits, dismissed potential privacy concerns, and provided no analysis on potential harm in his analysis. REM ambassador, 15-year-old Brandon Liston. “I’m a Maritimer myself and I’d say Charlottetown’s rich history, lively people, scenic setting and, of course, lobster were a big draw,” says Brian Rushton, executive vice president, Century 21 Canada. For the first time, the conference location was put to a vote to offices across the country. Other options had included Victoria and Las Vegas. ■ ■ ■

Coldwell Banker’s international conference, held in Chicago recently, had one of its largest Canadian delegations ever, with more than 150 registered. A Canadian Day pre-conference program included a networking reception and full-day learning program. There was a broker session with updates from Coldwell Banker president Andy Puthon and Scott Mills, director of affiliate services, followed by a joint session with brokers and sales reps. Headliners Matthew Ferrara and Sean Carpenter delivered presentations designed exclusively for the Canadian delegates. REM

CENTURY 21® Canada Conference PEI 2015 was a huge success!

And a special kudos to our System Members in PEI!

SEE YOU IN VANCOUVER OCTOBER 2016!

BRING OUT YOUR BEST with powerful education including keynote Tom Ferry, renown coach, NYT best-selling author.

JOIN TODAY! 1.855.228.7338 century21careers.ca century21franchise.ca Independently Owned and Operated. ®/™ trademarks owned by Century 21 Real Estate LLC used under license or authorized sub-license. © 2014 Century 21 Canada Limited Partnership

30 REM NOVEMBER 2015

Good Works C

entury 21 Seller’s Choice in St. John’s, Nfld. recently held a social media campaign that led to a $21,000 donation for Easter Seals. The #C21Selfie Campaign encouraged consumers who saw a Century 21 sign anywhere around the world to take a selfie with the sign and post it to their Twitter, Facebook or Instagram accounts with the #C21Selfie hashtag. For every selfie sent to the brokerage, Century 21 Seller’s Choice donated $1 to Easter Seals. One name was also drawn to win 1,000 Air Miles Reward Miles. The brokerage received hun-

dreds of selfies and pledges, resulting in a $21,000 donation. Broker/owner Gord Hiscock says he is looking forward to running a similar campaign again next year. ■ ■ ■

Re/Max of Western Canada is offering $16,000 in bursary funds through its annual Quest for Excellence Program. One recipient, in addition to the bursary, will receive a hot air balloon ride for two. The program recognizes the pursuits in leadership and community contributions of Western Canadian students. High school

Gord and Linda Hiscock of Century 21 Sellers Choice present Mark Bradbury with $21,000 for Easter Seals Newfoundland.

students graduating in 2016 are encouraged to write an essay to convey the contributions they have made to enrich the lives of others and their communities through leadership, motivation, volunteering and participation in charitable events or fundraising. Sixteen winners will be selected from entries received online at remax.ca. Each winner will receive a $1,000 bursary. ■ ■ ■

The 9th Annual Frontenac Youth Services Golf Tournament in Ajax, Ont. raised $12,000 this summer for the non-profit mental health centre. Scott Morgan, a sales rep with Sutton Group Heritage Realty, has co-organized this tournament for the past two years with Chris Wellwood from Frontenac Youth Services. Sponsors added extra excitement to the tournament with opportunities to win some exceptional prizes including “Shoot for a Kia”, “Shoot for a Free Vacation”

Scott Morgan, left, and Chris Wellwood.

(two trips including one to the Masters Golf Tournament) and “Shoot for a Million” by Brooklin Home Hardware. Three participants got a shot at $100,000 and one took a swing at winning $1 million. ■ ■ ■

Royal LePage brokers and agents from across Canada cruised from Vancouver to Los Angeles for the 25th annual Royal LePage Headstart conference recently aboard the Ruby Princess. Prior to boarding, a group of Royal LePage motorcyclists spent a day riding through the Lower Mainland area and extended the ride to include the famed Whistler resort region. The Ride for Shelter, the brainchild of Royal LePage Foothills agents John Hripko and Josh Nelson of Calgary, has become an annual tradition prior to Royal LePage conferences, with agents from across Canada hitting the road in support of the company’s charity, the Royal LePage Shelter Foundation.

Members of the Royal LePage First Contact Realty team, from left: Broker/owner Dino Melchior and sales reps John Weber, Brendan Clemmens, Chris Hart, Frank Montagnese, Anthony Melchior and James Myers.

Keller Williams Edge donated $15,000 to the local hospital foundation. From left: Rachel Halcovitch; Lindsay Oliphant; Tenleigh Pearcy; Vicki Miller; Trevor Nash, foundation campaign director; Nancy Cloutier, golf committee chair; Emma Fitzpatrick, development officer, special events; Marion Goard; Joe Malec and Sue Moorecroft.

Carol Rooney of Royal LePage Connect Realty came up with the winning bid for the Royal LePage Faux Fur Coat.

Hanna Browne and Kent Browne of Royal LePage Team Realty auction items at the Royal LePage Headstart Conference aboard the Ruby Princess. Some of the team from Sutton Group – Heritage Realty.

Once aboard the ship, fundraising for the foundation again took centre stage with heated bidding bringing in $39,000 in a popular live auction overseen by Kent Browne and Hanna Browne of Royal LePage Team Realty in Ottawa. During the auction, the infamous Royal LePage Faux Fur Coat found its new home with successful bidder Carol Rooney of Royal LePage Connect Realty in Ajax, Ont. The coat is auctioned to a new owner every year. The total raised to date from this thrift-store find turned company treasure is now more than $50,000. The fundraising continued upon docking when approximately 40 agents on their way to Los Angeles contributed the equivalent cost of their transportation to the foundation with a matching donation by George Grdic of Royal LePage Real Estate Services in Mississauga, Ont. ■ ■ ■

The table of prizes at the Century 21 Infinity fundraiser.

Dave Harback Nicole Beinert of Royal LePage Signature Realty poses with the pumpkin patch.

REM NOVEMBER 2015 31

Royal LePage First Contact Realty was the presenting sponsor of Walk A Mile in Her Shoes in Barrie, Ont. recently. The event was held in support of the Women and Children’s Shelter of Barrie. An enthusiastic group of men from Royal LePage raised $4,600 in pledges to become the top fundraising team. Broker/owner Dino Melchior was the top individual fundraiser. “A very close friend of mine had her life tragically taken in 2011 by her ex-boyfriend,” says Melchior. “I wanted to walk in memory of Angela and to help prevent this kind of senseless tragedy from happening to other women and families.” I I I

Century 21 Infinity Realty in Oshawa, Ont. recently held a Pub Night fundraiser in support of Hearth Place, a local cancer support facility. Agents, staff, friends and family met at a local pub and held more than 30 draws of donated prizes. The event raised more than $1,500, which will be added to the $21 per transaction that a most of the agents also donate to the cause. I I I

The team at Sutton Group Heritage Realty in Oshawa, Ont. put their hearts and legs into the Big Bike ride for the sixth year in a row this summer. Staff from the four Heritage offices raised $5,630 for the Heart and Stroke Foundation of Canada and 29 of them joined in the fun of riding around downtown Oshawa on the colossal bicycle. Since 2010, this dedicated team has contributed $29,991. The original fundraising goal this year was $4,000, which is enough to pay for an automated external defibrillator (AED) at a local recreation centre, but team captain Nicole Menary kept the enthusiasm rolling. “Having an AED at the recreation centre could save a life one day. The device has simple audio and visual commands making it fairly easy for people without any medical training to provide potentially life-saving treatment to a cardiac arrest victim,” she says. I I I

The campaign goal at Joseph Brant Hospital Foundation is to

raise over $60 million in support for the hospital’s redevelopment and expansion project. This $300 million project is the first major upgrade to the hospital in over 40 years. Keller Williams Edge Realty in Burlington recently donated $15,000 to the project. “Part of our belief system is to give where you live,” says Keller Williams Edge operating partner Penny MacKenzie. “Supporting the Joseph Brant Hospital Foundation is an integral part of that belief and we are proud to be able to contribute to this campaign.” Associates, sponsors and friends raised of $25,000 in support of the KW Cares Foundation. The funds were raised at the 3rd Annual Keller Williams Edge Golf Tournament. I I I

The tabs on pop and beer cans are small chunks of metal that people often toss in the trash but these tabs have given 16 children specialized wheelchairs to live fuller lives. Holy Cross School in Winnipeg started collecting tabs in spring 1998 and by 2000 they had enough to buy a tilt-in-space wheelchair so that five-year-old Carley, who has cerebral palsy, could go to kindergarten. This story touched hearts near and far and today, participants collect millions of tabs annually. One of those involved is Edmonton sales rep Dave Harback. “I’ve been collecting tabs for the past five years and my 11-yearold granddaughter, Olive, likes to help out too,” says Harback. “Now I’m planning to ramp up my involvement by giving clients and friends special collection jars with information as well as working with Welcome Wagon to distribute them. I hope that by the end of the year, there will be 200 families in the Edmonton area saving tabs. When the jars are full, I will gladly pick them up.” I I I

Nicole Beinert, a sales rep with Royal LePage Signature Realty in Toronto, recently held her fourth annual Pumpkin Patch fundraiser in support of the Royal LePage Shelter Foundation. In exchange for a pumpkin, members of Beinert’s community donated a total of $518 to support women and children seeking safety from domestic violence. REM

32 REM NOVEMBER 2015

Get others to promote you By Ian Grace

very real estate agent around the world from those who are brand new, to those who have been in the industry for years, are always trying to promote themselves, their business, their office and their company. They try 1,001 different methods to get themselves known and generate listings. But wouldn’t it be great if you had a whole host of others out there promoting you and your business, every day of the year? We are talking about creating partnerships in your community and getting other businesses to promote you. The important thing is, this works as well for brand new agents as it does for those who are established. Put together a list of the better businesses around, including restaurants, hairdressing salons, hardware stores and so on. Then approach them and say, “If I recommend my database of customers to do business with you, would you be prepared to give

SALES COACH

By Bruce Keith uperstar Blue Jays pitcher David Price has a very interesting approach to accepting responsibility. He has a simple seven-word mantra posted above his locker in the dressing room. It says, “If you don’t like it – pitch better.” What David is saying is, “I am in charge and I can control the outcome.” It’s a great way to look at things, don’t you think? When you

my clients a discount?” Let’s assume your total database of customers is 2,000 – some may only be a few hundred and I’ve seen some with as many as 10,000. From experience, if somebody has just had potentially 2,000 customers recommended to their business, they will happily offer a discount – normally 10 to 15 per cent is easily achieved. Advise your customers you have organized discounts for them at a large number of businesses – exclusively for them! List these businesses on a page of your website, so you can add to them continuously and your customers can check to see which businesses have been added. Provide your customers with a VIP discount card. By doing this, you are also effectively locking in all your existing customers – a great bonus, as every business is always losing customers without knowing it. Provide point-of-sale material at each business stating, “XYZ real estate company discount card welcome here.” When your customers shop there, they will often shop with a friend who will ask them what it means. And they tell them – “Oh, we are customers of XYZ Real Estate

Company and they arranged discounts at all kinds of places for their customers.” This is where the law of averages comes in – a number of those friends and others who see the point-of-sale material will be in the market currently to sell, buy, rent or have somebody manage their investment property. If they ask who they should contact, then as part of the pointof-sale material, you have provided business cards, ideally numbered on the back, so you know where the referral has come from so you can thank that business accordingly. It would also pay to set up a reward system for the businesses that refer customers to you. The more rewards they get, the more sure you can be that the point-ofsale material will always be displayed prominently. Everybody wins and another bonus is creating the perception that you dominate the area, without people putting it down to the number of your signs they see. When I was doing an advertising training session at the Gold Coast in Queensland, Australia, one of the attendees volunteered, “I know exactly what you mean – when we were in Tasmania (Australia), this one real estate

group appeared to be absolutely everywhere – shops, restaurants, you name it.” There is another world-beating business in Victoria, Australia, that had around 120 businesses promoting their business – how powerful is that! Another broker in North America, who I’ve known for about 14 years, does the same thing. He has never cold canvassed and over a few short years, I watched his business go from 250 to 500+ customer referrals each year. He is reputed to be in the top one per cent in North America – not surprising! I mentioned brand new agents above – some are young and enthusiastic and others are older, having just changed careers. But they are starting with nothing, appearing to have nothing to offer by way of a successful track record, with previously satisfied customers. Far too often they fall into the trap of cold canvassing, which is an absolute no-no in my opinion. With the rejections they get, it does nothing for their self-esteem and quite often they don’t make it. However, if they have taken the initiative and their office allows them to refer their client database to selected businesses in their local

If you don’t like it… are in control, it’s a much more comfortable place to be. Here are three examples where you can take David Price’s wisdom and apply it to your real estate sales business: 1. Getting more listings signed: “If you don’t like it – present better.” Have a look at your listing presentation. What could you do to upgrade the quality of your material and your delivery? 2. Converting your leads faster: “If you don’t like it – prospect better.” Some leads aren’t convertible. Have a look at your current leads. Who should you discard? Can you replace them? Are you making enough daily contacts to do so? 3. Getting better support: “If you don’t like it – raise the bar.” Have a look at both your admin support and your buyer referral system. Are you managing your assis-

tant tightly enough? Should you take on a different buyer specialist who is more committed? The best part about taking this approach is when you make yourself 100 per cent responsible, you will always be in charge of the results. It’s all about cause and effect. When you take action to correct things you don’t like or things that dissatisfy you, then you will create different results. You’re not relying on anybody else. Just like David Price says, pitch better. No excuses. ■ ■ ■

Give them hope: “We could not find the home we were looking for so we’re not going to move after all.” “We weren’t able to sell our place so we changed our mind.”

“We’re not going to make a move until the spring. There’s too much to do to clean up our house.” These are common objections that really put up a roadblock for most real estate salespeople. Surprisingly, there is often a simple way around this roadblock. One of the best techniques for handling these objections is to give them hope. The way you give them hope is to ask the “if” question. Here it is: “Mr. Buyer, if we were able to find you the right place, would you still want to move?” “Mrs. Expired, if we could get your place sold using my Advanced Marketing Techniques how soon would you want to move?” “The market is very hot right now… if we were able to get your home sold while you are fixing

area (the actual database is never handed over – the businesses and the discounts offered are merely referred to them) – then, even though they are new, they now have an important role to fulfil. Plus, the business owners they talk to will see them as being important and not just some inexperienced rookie. The further beauty of this is that as they talk to all these businesses, they are not soliciting business; they are offering customers to the businesses, so there is no pressure and no defensiveness. And, guess what? In the course of their calls to these businesses, they are going to stumble across those owners or managers who just happen to be in the market for real estate in some way. What a great bonus! Australian Ian Grace is renowned as the world’s leading authority on real estate advertising and customer service. His customer service ideas book is No. 1 worldwide and his Top 10 Tips for Advertising have been published around the world. Since 2012, with his video colleague Graeme Kelley, he has produced the global promo video for the NAR Realtors Conference and he has appeared at the conference as a speaker nine times. www.iangrace.com REM things up, would that pose a problem for you?” You then go on to set the appointment and show them ways you can get things done. Think of it this way: The only reason they have decided not to go ahead is because they don’t think it can happen. When you “give them hope” you are opening the doors for possibilities that they assumed were unachievable. By introducing the “if” question you are creating opportunities for them… and for you. It’s a great technique to separate you from the competition. No excuses. Bruce Keith is a leading real estate coach/author/speaker (http://www.brucekeithresults.com). Like Bruce Keith Results on Facebook (https://www.facebook.com/ brucekeithresults.com) or connect with Bruce on Linkedin (https://www.linkedin.com/in/brucekei th1) REM

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he British Columbia Real Estate Association (BCREA) has won an Education Award in the PostLicensing / Continuing Education Course category from the Association of Real Estate License Law Officials (ARELLO). The association developed the Residential Trading Services Applied Practice Course and operates it on behalf of the Real Estate Council of British Columbia. The course is designed to provide practical training in real estate to new real estate licensees to enable them to confidently

and effectively serve the public’s real estate needs in a professional manner. “This award demonstrates what great things can be produced when the real estate council and BCREA collaborate to enhance professionalism. This is a good news story for both consumers and real estate licensees in B.C.,” says Robert Laing, CEO at BCREA.

together political party representatives for a housing forum. The capacity event was attended by more than 100 Realtors, who had the opportunity to hear from Wes Regan, urban affairs and housing critic for the Green Party of Canada; Adam Vaughan, urban affairs and housing critic for the Liberal Party of Canada; and Mike Sullivan, deputy housing critic for the New Democratic Party of Canada. All major federal political parties were invited to participate. During the campaign, TREB also launched www.Your HomeYourVote.ca, where consumers could learn more about where the federal parties and individual candidates stand on key housing issues, learn about election events, get information on voting and read an informative blog.

■ ■ ■

The Toronto Real Estate Board (TREB) shone the spotlight on housing issues during the federal election campaign by bringing

Chatham-Kent Realtors hosted local candidates during the recent federal election campaign at a breakfast. Among topics discussed was raising the limit on the Home Buyers’ Plan and making the plan available to Canadians relocating for employment needs. From left: Bill Myers, Barb Phillips, Green Party candidate Mark Vercouteren, Conservative Party candidate Dave Van Kesteren, Liberal Party candidate Katie Olmstead, NDP candidate Tony Walsh, PAC chair Steve Carroll, Tim Cummings and Heather Najjar.

■ ■ ■

Members of Muskoka Haliburton Orillia – The Lakelands Association of Realtors

recently gathered in support of the Muskoka Watershed Council’s resource publication Living in Cottage Country: What You Need to Know. The book, which is a comprehensive source of information for residents on sustainable practices for protecting the natural shorelines and watersheds throughout cottage country, can be purchased throughout the Muskoka region. “As local Realtors we know what people are looking for in a home, cottage and in their community. Preserving shorelines and our watershed by promoting sustainable practices will ensure the iconic landscape of cottage country will remain healthy for generations to come,” says association president Tom Wilkinson. “Working to support the Muskoka Watershed Council on this project, getting our members educated and sharing that information with our clients fits perfectly with the

It was fun and prizes for all when members of the Chatham-Kent Association of Realtors were out in downtown Chatham spreading the word about fire safety for the home. Hundreds of antique fire trucks lined the streets and the Realtors gave out prizes related to fire safety at a game of Plinko.

The Lethbridge and District Association of Realtors recently p r e s e n t e d Lethbridge YMCA with a cheque for $32,000 in support of the YMCA Strong Kids Campaign. The funds were the proceeds from the 2015 LDAR Charity Golf Tournament held in August. From left: Cathy Maxwell, CEO of LDAR; Jason Shriner, president, LDAR; Jennifer Petracek-Kolb, CEO, Lethbridge YMCA; Craig Metcalf, LDAR committee chair; and Bobbi Cullum, event planner, YMCA. Absent: Heleen Jacobsen, LDAR committee co-chair.

Realtors Quality of Life mandate.” ■ ■ ■

Realtor volunteers took a break from their Team Build Day at the Kehl Street development site in Kitchener, Ont. recently to take part in a cheque presentation of just over $20,500 to Habitat for Humanity Waterloo Region. The funds were raised through the Kitchener Waterloo Association of Realtors 22nd Annual Charity Golf Tournament. “For over 25 years HFHWR has helped more than 100 local families become homeowners,” says Mark Wolle, president of KWAR. “Realtors see firsthand the importance of homeownership every day when we’re working on behalf of our clients. But for some in our community this dream is just a little further out of reach, and these are the homebuyers that Habitat for Humanity serves.” REM

Federal party representatives discussed housing issues at TREB’s housing forum during the federal election campaign.

KWAR volunteers present a $20,500 cheque to Habitat for Humanity.

Lakelands Association of Realtors members are supporting the Muskoka Watershed Council’s new resource publication.

REM NOVEMBER 2015 35

Buddy system aims to keep sales reps safe By Jean Sorensen

sing a buddy system for real estate agents’ security is fairly standard in the industry but a venture by a veteran B.C. sales rep takes it to the next level. Monica Donetti-Ross, who comes from a family of B.C. Realtors, has launched Safe2Show, a service where agents who are Safe2Show members and who feel uncomfortable going to a showing alone can buddy-up with another Safe2Show agent on call. The service cuts across brokerage brand lines and focuses on agent security. “I am trying to provide a comfortable level of security for everyone out there who is trying to do their job,” says Donetti-Ross. Since sales reps are vulnerable to robbery and physical and sexual assaults, brokerages often have protocols in place where agents are asked meet clients for the first time in their office and get identification. “In real life that is not what happens,” Donetti-Ross says. A

client may be in town for a short time after an announced job transfer and simply want to meet at a house seen online. “We agents just go out there,” she says. The Safe2Show system works like this: within a geographical area, agents opt into the program and pay a $25 monthly fee for the program’s administration costs. Donetti-Ross needs a minimum of 20-25 agents within the area to make it work and limit the time each member spends as a back-up buddy. Each month, all member agents within that area will be placed on a calendar to serve as back-up buddies for other member agents showing homes. An agent who feels uneasy about a showing checks the calendar to see who is on duty and gives them a call. The back-up buddy agent waits outside in a vehicle and simply monitors the showing to ensure the other agent is safe. The service is available up to 8 pm, but does not include open

houses as this takes a larger block of time. Donetti-Ross has Safe2Show decals that can be placed on the support vehicle, the sales rep’s sign and the house to indicate it is a house where the agent is being monitored. As the system becomes more known, Donetti-Ross hopes it will become like Neighbourhood Watch or Blockwatch signage and deter anyone with criminal intent. Agents who commit to serving as back-up buddies must provide at least 24 to 48 hours notice if they cannot meet their calendar’s time commitment on a certain date. The calendars are divided between gender lines (men to men and women to women). Back-up buddies are not permitted to approach another agent’s client in any way. “One strike and you are out,” she says, warning she will remove the agent from the service and refund their money if that happens. She says the service is especially useful for novice sales reps

who do not have the experience to gauge what can be a harmful situation. And, even veterans like her make mistakes, says DonettiRoss. Her brother Carlos Donetti has also been involved in the organization of Safe2Show and points to another concern. With foreign investors moving into the market, many vacant homes where the owner has left the country can be inhabited by squatters or homeless individuals. Donetti-Ross said this is also happening in locally owned homes that are vacant and she recently had a situation in Surrey, where she found two homeless men camped in the backyard. Donetti-Ross says she hopes her system will grow province-wide and eventually across Canada and into the U.S. If the required number of agents is enlisted in any region outside the Fraser Valley, she will organize the calendar. Jorda Maisey, president of the Fraser Valley Real Estate Board

The art of conversation By Ross Wilson “Let’s make a special effort to stop communicating with each other so we can have some conversation.” – Mark Twain hen it comes to human relationships, smartphones are quite stupid. Contrary to the common perception that we’re living in a hyperconnected society, I think wireless communication is partly responsible for the growing sense of separation, of disconnectedness and the “dumbing down” of the world. It’s redefining the meaning of community. Marvellous technological advances have certainly had a dramatic impact on how real estate

agents operate. Wireless digital access to virtually infinite reams of data – and each other – has revolutionized the fundamentals of how we live. But real estate is still all about people – not sticks and bricks and computer chips. It’s still and always will be a personal service industry, with the emphasis on personal. Using technology, we’ve become adept at instantaneous interaction with colleagues, clients and customers. However, to build trusting, respectful relationships and create a durable practice, it’s critical to communicate accurately. Any errors or misinterpretations can easily be amplified and harm relationships – or worse. In North America and beyond, a solid understanding of the English language, the current international language of industry and commerce (as well as the language of your ethnic group) is fundamental to achievement. For reasons that should be obvious, since major decisions are made based on your pro-

fessional advice, it’s extremely important that you and your clients understand each other. Accordingly, that advice should be unambiguous. If you’re repeating yourself or your electronic message garnered an inappropriate response, maybe you were misunderstood. Don’t blame them for their lack of understanding since it’s common protocol for the communicator to ensure they’re clearly understood. And the communication is not successful until the communicatee understands the verbal or written message. For more general language help, especially if English is not your native tongue, consider registering for a communications or language course at your local community college. To clearly express your thoughts, make the effort to learn how to speak and write English intelligibly. Expand your vocabulary. Don’t mumble; learn to enunciate. Speak up and be heard. If you’re a Seinfeld fan, you may

recall the trouble Jerry got into in the Puffy Shirt episode when he pretended to correctly hear a “low talker”. Life got really crazy for him. And aside from potential misunderstandings, a low-volume voice could be interpreted as a lack of confidence, which could damage business credibility. Speak up and not only will you exude more confidence, but it could pay dividends. Be bold. Be clear. Be an articulate professional. In this age of clipped messages, mysterious acronyms, bastardized language and easily misinterpreted tweets, texts and emails, to avoid misunderstandings, encourage prospects to verbally express themselves. Given the chance, they’ll clearly tell you what you need to know to satisfy their wants and needs. To do this, you may have to initiate and participate in the underused and increasingly defunct art of conversation. Remember that method of exchanging thoughts

Monica Donetti-Ross

(FVREB) said her board is aware of the program and supports it. Maisey, who has been a Realtor for 22 years, says assaults on both male and female agents have occurred in the Fraser Valley and a female agent was assaulted two years ago in Coquitlam. She said that many Realtors pair up with informal buddy arrangements, but this is “taking it to a bigger scale.” For more information: REM www.safe2show.com. and words using the human voice? It was the first wireless communication and has been around considerably longer than trading artificial bytes of digital data over the airwaves. A conversation is defined as a spoken exchange of thoughts, opinions and feelings. The key word is exchange. It’s not an opportunity for talking heads to jabber at each other or trade digitized gobbledegook, but to converse with each other. A sensitive and sensible dialogue will not only help your clients, but also contribute to building a firm relationship for future business. Ross Wilson, broker with iPro Realty, has enjoyed a rewarding fourdecade career encompassing a highly productive referral sales practice and extensive experience as a brokerage owner, manager, trainer and mentor. His new book, The Happy Agent – Finding Harmony with a Thriving Realty Career and an Enriched Personal Life is available where print and e-books are sold, including the TREB, BREB, RAHB and OMDREB stores. Visit RealtyVoice.com. REM

36 REM NOVEMBER 2015

Sales reps develop The Real Estate Crate It’s the result of 20 years of combined learning from seminars, workshops and conferences as well as through their own trial and error By Carrie Brodi

rom airline pilots to surgeons, many professionals rely on checklists as a safeguard against human error. Though taking a client through the process of buying or selling a home is by no means as highstakes as landing an airplane or performing surgery, the consequences of forgetting even the smallest detail when working with clients can damage the relationship and tarnish the image of the industry as a whole. A new online tool has been designed to take the guesswork out of executing a seamless sale. Specifically created for real estate agents, The Real Estate Crate offers checklists and systems for all stages of working with clients, from annual sales and commission tracking to bookkeeping to business planning. The website is the creation of Ken Finch and Darin Perrett, two brokers with Royal LePage Signature in Toronto. As busy professionals, the pair identified a need in their own work for tools to help them manage the multiplicity of tasks related to sole proprietorship. “Wearing different hats of salesperson, administrator, market

Ken Finch, left, and Darin Perrett

expert, project manager, advertising and branding manager can be overwhelming,” says Finch. “We realized we needed systems and checklists to really excel because there were just way too many things to remember on a daily basis.” The Real Estate Crate is the result of 20 years of combined learning that Finch and Perrett have gathered from various seminars, workshops and conferences as well as through their own trial and error. For example, they have both learned the hard way how forgetting a lock box at a property, or showing up at a clients’ home

without the necessary forms could negatively impact their businesses in the long term. These were lessons they did not learn when they were getting their licenses. “You come out of real estate school so blind,” says Perrett. “They don’t teach you anything about sales or overcoming objections or how to track leads. This product fills in the gap in real estate training for both new and seasoned Realtors.” During the past 10 years, they have built a library of resources specific to the industry along with a number of proven strategies and systems to help them run efficient

businesses, while also wowing their clients in the process. Their mission is to enhance the level of professionalism in their industry and to lessen the stress levels of agents who may be juggling the complexity of four or five deals, all closing on different days. “This is everything we have learned over the years in one product; 10 years of experience, learning, dropping the ball on a deal and figuring out the problem so that we don’t do it again,” says Perrett. “Once we started implementing these procedures we noticed a dramatic improvement in how effective we were, how organized we became and how much free time we had,” says Finch. Finch and Perrett’s roots go back to high school when they met in computer class in Richmond Hill, Ont. during the early days of the personal computer. As teenagers, they recognized in each other complementary strengths, with Finch’s talents on the techie side and Perrett’s in sales. They lost touch after high school and reconnected again in 2004 when they were both getting their real estate licenses.

Street hockey memories By Dan St. Yves

t is a scene you will see all across Canada as the snow flies and settles in for the rest of the winter. From coast to coast, houses will feature a single unmistakeable outdoor accessory – a tubed frame with mesh netting. Despite biting cold and howling winds, you will see kids and often even adults gathered around it. Many, many, many years ago, my young buddies and I found infi-

nite hours of pleasure with one of those makeshift rink accessories out in the coldest winters of Winnipeg. We used the net when we played street hockey. I’m not sure now if it was just that we were simply young and eager then, but there really didn’t seem to be a thermometer reading cold enough to prevent the gang of us from hitting the back lane on any given day after school. We’d play until it was too dark to see the frozen tennis ball we used as a puck, or one of our parents hollered, insisting that it was time to come into the house and do our homework. For some reason (money, time, lack of skill?), I never did get to play proper organized hockey, with ice

skates and real hockey equipment. My skating skills to this day are entirely un-Canadian. Queen Elizabeth probably skates better than I do. The moose depicted on our quarters might skate better as well. But in heavy winter boots, we could be surprisingly nimble when it came to deking out a defender and scoring that game-winning goal in our imaginary Stanley Cup final. Back in those early ’70s days, there were no big box sporting goods stores offering a wide selection of Wayne Gretzky-approved street hockey apparel. You either had to buy official hockey equipment or you had to improvise. I was most often the goalie – Ken Dryden, leaning on my broken goal

stick, tending net in an oversized green parka and wearing a borrowed back-catcher’s mask, with a regular baseball mitt over my heavy wool glove. One of my buddies was Bobby Orr in a pair of ski pants, a heavy suede winter jacket and thick hornrimmed glasses. The neighbour kid from two doors down at least had a Toronto Maple Leafs jersey, stretched over his heavy coat. For us Canadiens fans though, that was just a blue target. Why we used tennis balls back then was anybody’s guess. You could buy fake pucks made from much softer rubber than the real ones. Maybe it was easier to stickhandle over the snowy ruts in the back lane that filled in for Madison

As newly licensed agents, they joined separate brokerages but continued to stay in touch, having many discussions about certain missing components in their respective workplaces such as business mentoring or help with branding – things they had to learn on their own over time. In 2010, they both joined Royal LePage Signature and have been collaborating ever since. Through the years, they created systems using online tools like Google Docs to store forms and manage client information. All of those tools have been integrated into The Real Estate Crate to help other sales reps cut down on needless errors. The software also offers the benefit of mobility so that an agent can have access to their information from their smartphones. The checklists and systems are iterative and will be updated in future versions of the software. Access to an online account costs $545 for the first year and then $10/month after the first year. Visit www.therealestatecrate .com for more information. REM Square Garden, who knows? But man, could you get one of those things whistling with a proper windup! One thing about ice and snow, it really does slow down blood flow! Like the professional hockey players of today, even as kids back then we had aspirations to win the Stanley Cup. Although in our case, the cup looked an awful lot like one of my Dad’s mag wheel rims. And again like those very same professional hockey players, we even got locked out one year. The latch to my backyard gate froze shut. Humour columnist and author Dan St. Yves was licensed with Royal LePage Kelowna for 11 years. Check out his website at www.nonsenseandstuff.com, or contact him at danst.yves@hotmail.com. REM

REM NOVEMBER 2015 37

What’s

Trade Shows and Conferences To add a listing to this calendar, email jim@remonline.com

New Colour Tech and iGuide create new listing solution Colour Tech, a print provider for Canada’s real estate industry, is adding the new iGuide Technology to its suite of services. In a news release, Colour Tech says, “iGuide is an exciting new listing service that documents homes and presents the information in the form of 3D tours, photos, floor plans, room measurements and floor areas. Agents use iGuide to prepare their listings, web, social and print media.” Bob Campbell, president of Colour Tech Marketing, says: “This relationship is a natural evolution for iGuide as many agents are taking the iGuide data to create print materials and are sourcing print providers for printing the floor plans, brochures and listing cards. This relationship will simplify the process even further for agents.” Colour Tech says it will offer iGuide as part of a complete listing solution, which will include the printing of feature sheets and booklets as well as other print service options. Agents will be able to order iGuide bundled directly through its existing Client Care Team or online through a booking form on the Colour Tech website. REM

Realtors Association of Grey Bruce Owen Sound Trade Show & AGM Tuesday, Oct. 27 Harry Lumley Bayshore Community Centre Owen Sound ea@ragbos.com Re/Max Integra Re/Charge Agent Conference Wednesday, Oct. 28 Universal EventSpace Vaughan, Ont. http://goo.gl/XOq9TS

National Association of Realtors Conference & Expo Nov. 13 - 16 San Diego Convention Centre San Diego www.realtor.org/convention.nsf Canadian Association of Accredited Mortgage Professionals Mortgage Forum 2015 Nov. 15 - 17 Toronto events@caamp.org

Ottawa Real Estate Board Trade Show Thursday, Oct. 29 Ottawa OREB.Admin@oreb.ca

Oakville, Milton and District Real Estate Board Christmas Luncheon and Trade Show Tuesday, Dec. 1 Rattlesnake Point Golf Club Milton, Ont. cyndi@omdreb.on.ca

WinnipegRealtors Association Annual Technology Conference and Trade Show Thursday, Oct. 29 Victoria Inn, Winnipeg lhajkowski@winnipegrealtors.ca

PM Expo, Construct Canada Dec. 2 - 4 Metro Toronto Convention Centre, Toronto www.pmexpo.com

Compiled with the assistance of Bob Campbell at Colour Tech Marketing, www.colourtech.com

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38 REM NOVEMBER 2015

THE PUBLISHER’S PAGE

By Heino Molls

MARKETPLACE

e have all heard that the three rules of real estate are location, location, location. It’s been this way for years. That is, until today. It’s all changed now. Now it’s finance, finance, finance. It’s all about the money now. It used to be, “Call me for a waterfront location” or, “Call me, I am your downtown location expert.” According to real estate experts I have spoken to, the situation today is more about helping a client facilitate the transaction, not just the location but all of it, including some guidance on finance. Some would even include an analysis of market projections and potential profits. There is some very serious money being loaned out and our

New rules in real estate financial institutions want in on every angle there is to get more for themselves in today’s low interest rate environment. For example, these days banks and lenders are putting terms in mortgage documents that penalize those who are thinking of selling their newly purchased property within a couple of years. To the tune of tens of thousands of dollars. If you want to flip a property in less than a year after it has been purchased, watch out! It could cost you $30,000 in mortgage penalties. In some cases even more. Financiers have been wise to the quick flip for years but they are jealous that they are left out of the big money grab available to home buyers who sell properties quickly as the markets rise. No capital gains taxes on principal residences allow owners to walk away with tremendous financial gains. First-time buyers are the hardest to finance for any lending institution. They can also be the most naive, so they are the easiest to prey on for riders and clauses that

can punish them as buyers and be profitable to the lender. It seems the only thing we read in the paper about property transactions is the alleged exorbitant cost of real estate commissions. Meanwhile the cost of lending fees, finder’s fees and referral fees are also higher than ever. Fees

these fees, they are indeed disclosed. They’re all in the documents signed by the borrower or purchaser, but who reads those documents? They may be pointed out by the lawyer of the buyer but it always seems to come down to, “I want to buy that house so I will have to pay the fee. Gimmie the

Fees from banks and lenders are out of control! from banks and lenders are out of control! Some of the restrictions that we all thought were in place are not in place at all and most are ambiguous. Referral fees are charged sometimes when there is no referral. Finders’ fees are charged to a lender who did not find a mortgage at all but had the client come directly to them. When it comes to disclosure of all

pen, I want that house.” The point is these fees are buried in the documents and don’t seem to come out until just before the deal is done, when the buyer is so anxious to finish the deal he will simply take it. It is time financial costs, all of them, are set out right up-front before a deal is done. The same as the real estate commission rate. That alone would make things a

lot fairer to the buyer and seller. These fees need to be uniform and clear. I mean, come on, how does a bank get to call a fee on a loan that walked in the door a finders’ fee? The entire process of property selling and purchasing needs reform, starting with banks and lenders and including real estate fees and commissions. Not just mortgage reform, not just commission reform but all of it together. While it is a long and heated debate with good points on both sides, it seems irrefutable to me that a standard commission rate for real estate brokers and agents is critical for the future of the real estate business. It does not seem fair or right to me that agents have to scrap with each other over commission rates. Negotiating commissions does that. It demeans the process. It shouldn’t be about commissions but rather good service and professionalism. Just like the integrity of financial and money lending institutions. Heino Molls is publisher of REM. Email heino@remonline.com. REM

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