Sell-a-bration® isn’t just an event; it’s a catalyst for industry transformation. Join us for unrivaled networking, cutting-edge insights, and business-altering opportunities.
WHY ATTEND?
1. Thought Leadership Summit
2. Innovation Showcase
3. Strategic Networking
4. Actionable Insights
5. Professional Development
FEATURING:
• Keynote addresses by industry luminaries
• Interactive panel discussions on emerging market trends
• Hands-on tech demonstrations in our expansive Solution Center
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RESERVE YOUR SPOT:
Check crs.com for rate details, as well as scheduled speaker and session information.
EDITOR
Cheré LaRose
clarose@crs.com
800.462.8841
ASSISTANT
Amelia Garza apgarza@crs.com
CONTRIBUTING WRITERS
Annika Tourlas
Brandy Wallner
Kim Vodvicka
Myrna Traylor-Herndon
Gina Tron
BOARD OF DIRECTORS
President
Vivian Macias, CRS
President-Elect
Teresa Pitt, CRS
First Vice President
Debra Beagle, CRS
Immediate
Past President
Tricia Nekota, CRS
Members
Julie Erickson, CRS Ellis Gardner, CRS
Mark Gordon, CRS
Alison Wisnom, CRS
Chief Executive Officer
Jeff Hornberger
Staff Liaison
Patricia Stodolny
Advertising Inquiries
312.321.4410
bd@crs.com
The Residential Specialist is published for Certified Residential Specialists, general members and subscribers by the Residential Real Estate Council.
The magazine’s mission is: To be a superior educational resource for CRS Designees and members, providing the information and tools they need to be exceptionally successful in buying and selling residential real estate.
The Residential Specialist is published bimonthly by the Residential Real Estate Council, 430 North Michigan Ave., Suite 300, Chicago, IL 60611-4092. Periodicals postage paid at Chicago, IL, and additional mailing offices. Change of address? Email requests to crshelp@crs.com, call Customer Service at 800.462.8841 or mail to RRC at the above address.
The Residential Specialist (USPS0021-699, ISSN 1539-7572) is distributed to members of the Council as part of their membership dues. Nonmembers may purchase subscriptions for $29.95 per year in the U.S., $44.95 in Canada and $89.95 in other international countries. All articles and paid advertising represent the opinions of the authors and advertisers, not the Council.
POSTMASTER: Please send address changes to:
The Residential Specialist, c/o Residential Real Estate Council, 430 North Michigan Ave., 4 th Floor, Chicago, IL 60611-4092.
COPYRIGHT 2025 by the Residential Real Estate Council. All rights reserved. Printed in U.S.A.
At the heart of everything we do are our members.”
Building a Stronger RRC Together
In the fast-paced world of residential real estate, true leadership isn’t about standing alone at the top. As I start my role as the 49th President of the Residential Real Estate Council, I recognize the Council’s real strength: its diverse skills and perspectives.
For five decades, the Council has stood tall as the pinnacle of residential real estate. A magnet for industry leaders, we draw talent from over 20 countries, creating a vibrant mosaic of expertise. In 2024, 32,000 real estate leaders chose RRC for the CRS Designation, education and networking. Two-thirds of those leaders earned the gold-standard
Designation—CRS. This legacy isn’t due to individual achievement. It is the result of the dedication of countless professionals. These mentors and colleagues shaped my journey. Past presidents’ wisdom and our current team’s ideas show that great leadership means uplifting those around you.
I’m excited about our new approach to The Residential Specialist magazine. This year’s Leadership issue breaks tradition. It features RRC’s entire leadership team, showing our commitment to working together. RRC’s success relies on many dedicated professionals.
At the heart of everything we do are our members. Your dedication to excellence inspires us every day. We strive to create pathways for your success. Champion cutting-edge resources. Foster an inclusive environment. The future is bright for the RRC community.
My vision centers on strengthening connections with the Board of Directors, Regional Vice Presidents and state network leaders. Your role is vital. Together, we’re building an RRC that adapts to change—in fact, we lead it.
Residential real estate needs strong leaders for the future. They must handle complexity, embrace diversity and promote teamwork. At RRC, we unite various perspectives and experiences. This mix of expertise is our strength and gives us a competitive edge in a changing industry.
I am committed to ensuring every RRC leader has the support and resources they need to excel. By supporting leaders, we strengthen RRC. This improves our ability to serve CRS Designees, RRC members, and the global real estate community.
I’m honored to be your president and excited to work with RRC leaders. Together, we will enhance RRC’s legacy. Our aim is to keep RRC the top choice for residential real estate professionals and make the CRS Designation a symbol of excellence.
RRC’s strength lies in its people. They are enthusiastic specialists who work together and share what they know. Let’s celebrate our unified leadership. Together, our wisdom and creativity will lead to greater achievements.
PERSONAL PERSPECTIVE
Cole Mizak, CRS Compass, Incline Village, Nevada
PAGE 6
Market Pulse
TRENDING HEADLINES AND IDEAS
ADAPTABILITY IN TIMES OF CHANGE
How to Deal with the Constant Flux of Real Estate PAGE 7
CULTIVATING FUTURE LEADERS
Building a Leadership Bench for Long-Term Stability and Growth PAGE 10
DEALING WITH FINANCIAL STRESS
6 Mindset Hacks to Keep You Calm and Focused PAGE 16
Cole Mizak, CRS
Compass, Incline Village, Nevada
How did you get involved with real estate?
I pivoted that interest in development into real estate sales. It was the best decision
I’ve ever made.”
I originally moved to Lake Tahoe back in 2013 after high school, and I went to college in Incline Village on the north side of Lake Tahoe at Sierra Nevada College, which is now part of the University of Nevada, Reno, and loved it. I was from Pennsylvania originally and moved to the west coast for better weather and more fun outdoor activities. I grew up having an interest in the development side of real estate, and I pivoted that interest in development into real estate sales. It was the best decision I’ve ever made.
How did you get started in the field?
Cole Mizak, CRS, achieved the CRS Designation in 2022. He can be reached at cole@ tahoeluxre.com or 775-225-2549
I started at a RE/ MAX office in Incline Village working as an office manager. It was a small office, and I helped the agents by doing marketing campaigns and escrow management on
a small team for a little while. I started out with a mentor and a little leadership group that I looked up to, and they helped me learn the market, processes and everything that real estate has to offer. The broker at the RE/MAX office had been in business for probably 25 years when I joined, and he had a wealth of knowledge about our local market and the ins and the outs of helping people buy and sell homes. I transitioned into doing everything myself, and now I have a small team, which I’ve moved over to Compass.
How did you learn about the CRS Designation?
I learned about it from a couple of local agents who were high performers in our market who had the CRS Designation, and they spiked my interest. When I learned what the CRS was and what it had to offer, I realized that this was something I wanted to do and
that I was probably only a year away from meeting the requirements. I think that the designation carries great weight in listing presentations and buyer consultations, plus I value the amazing referral network that it offers.
What markets are you serving in the Lake Tahoe area?
I work primarily in Incline Village, but I sell on both sides of the lake—Nevada and California—and down into Reno. I have a Montana license as well, and I’m working on adding a Wyoming license. So, Lake Tahoe is my primary market, and Incline Village is where I do probably 80% of my business.
What is the market like these days?
Looking at both sides of the lake, Nevada and California, prices were at their highest around May and June of 2022. Since then, prices have come down a bit, probably about 5% to 8% for the entire market, and they’ve kind of leveled out. Interestingly enough, our market reports for
September showed the median sales price up 14.8% year over year. We still have low inventory, and we have for years. That’s contributing to higher prices. But Incline Village is just so unique because owners get a Nevada address and Nevada residency, which can mean huge tax savings for a whole lot of people who want to leave the Bay Area.
What community activities are you involved in?
I have done beach cleanups on the lake, and I am part of the Sierra Snowmobile Foundation, which works on avalanche safety. Those tie in with my love of outdoor activities. In this area, we are lucky to have a lot of choices: snowmobiling and skiing in the winter. I love mountain biking and hiking in the spring, summer and fall. We have a great trail that goes along the lake called the East Shore Trail. I’m also into fly fishing. When they release water out of Lake Tahoe, it starts the Truckee River, so we can fish year-round, which is awesome.
Adaptability in Times of
Change
By Brandy Wallner
They say change is the only constant in life. This is certainly true of the real estate industry, and no change has been as seismic as the NAR antitrust settlement reached last summer. The shifts, including commission fees no longer listed on the multiple listing service (MLS) and homebuyers required to sign written agreements before touring a home, have pushed agents toward a decision point: reinvent or be left behind.
Pivotal moments like these require leaders to create a new paradigm that helps propel their industry forward. That begins by helping agents lean into discomfort and create opportunities.
The mindset of an agent must always be to adopt and deliver.”
—Addie Owens, CRS
An opportunity mindset
After 40 years in real estate, Donna Bruno, CRS, knows how to recognize opportunity. An Associate Real Estate Broker with Coldwell Banker Realty, and a coach, she sees major shakeups like the antitrust agreement as gifts for buyers, sellers and agents alike. “Agents were looking to the MLS to determine their pay, instead of saying, ‘My services are valuable, and I’m
worth the compensation,’” she says. “So, it’s a gift.”
As far as Bruno is concerned, this specific industry change allows agents to captain their own ship. But seeing things that way requires an opportunity mindset. Bruno coaches agents to stop thinking like employees and start thinking like the independent contractors they are. “Too many agents watch to see what everyone else does and then emulate that. In cases like this, they face analysis paralysis. If no one else is looking for the opportunities, they aren’t either.”
Fear is a normal response to industry disruption, and disagreements can be a healthy part of the decision-making process, but getting stuck there is a mistake. The antitrust agreement is a prime example of some agents getting stuck in narrow-mindedness. Like Bruno, Addie Owens, CRS and CEO of Touchstone Real Estate Group, Inc., understands the value of vision. “The mindset of an agent must always be to adopt and deliver,” she says. That means that when professionals choose to do the things they’ve always done, it can lead to their irrelevance. Owens points to the negativity found in some groups on Facebook, for example, as proliferating a sense of powerlessness. “There
are so many incorrect things said. It isn’t true, for example, that the buyer’s agent is dead. Agents are still essential in home buying and selling,” she says. “A first-time home buyer or someone who’s never sold a home still needs shepherding!”
Create a path forward
Professionals who willingly evaluate and modify their operating procedures are successful. The savviest agents learn to redefine themselves and articulate their value. “I’m always asking agents what they do that’s different, and they typically don’t have an answer,” Bruno says.
It’s a big mistake not to set yourself apart from the crowd in moments of change. Bruno and Owens believe improvements are necessary when it comes to the public’s understanding of the real estate process and for REALTOR® excellence. But how do leaders motivate agents who are more inclined to view shifts negatively?
Enhance Your Skill Set with Certifications and Certificates
Having a variety of tools in your toolbelt will increase your value and help you stand out among the crowd. These RRC courses provide you the skills, knowledge and certifications needed to enhance your expertise and adaptability in your field.
f Residential Listing Certification
f Inside Sales Agent Certification
f AI Certification
f Real Estate Investing Certification
BEWARE THE “NEGATIVE KNOW-IT-ALL”
Though industry-specific groups can be a great resource for tips, camaraderie and career progression, they can also be a breeding ground for negativity. A culture of complaint can grow quickly, stifling people’s ability to keep an open mind in the face of change. Here are a few things to keep in mind when searching for a healthy mind meld:
f Set clear objectives – Well-defined goals keep discussions focused on solutions and actionable outcomes.
f Cultivate diverse perspectives – A mix of viewpoints enriches discussions and inspires innovative solutions.
f Foster positive communication – Establish ground rules that prioritize respectful dialogue and focus on possibilities and growth.
f Accountability – Regularly review progress on goals set in previous meetings in order to keep the group motivated and focused.
f Encourage learning – Dedicate time in each meeting for members to share new insights, resources or skills they’ve acquired.
All of these tips can help your group stay focused on tangible results rather than dwelling on frustrations.
A few tips for influencing a change-embracing mindset include:
f Develop a specialty –Consider your strengths. Excellent at negotiations or getting people to a listing? Define your worth.
f Pursue designations –Becoming an accredited buyer’s representative (ABR), for example, helps buyers see you as a specialist.
f Craft effective dialogues –Make prospective clients understand exactly what you do. “You can say, I do x, y and z, and here’s my track record,” says Bruno.
f Stay positive – “Start having true mastermind sessions and developing new practices,” says Owens. Keep growing and stretching.
f Adopt useful practices –Practical tools are often needed to keep up with change. Owens points to her team’s use of Docusign ™ PowerForms with additional integrations useful for administration of buyer contracts and deposits.
f Residential Real Estate Probate Specialist Certification
f Residential Real Estate Divorce Specialist Certification
f Luxury Homes Certification
f Smart Home Certification
f Advanced Residential Home Buyers’ Agent Certificate
A fatalistic mindset will always deliver poor results.
If REALTORS® believe that change will make life difficult, impact their livelihood and that there’s nothing they can do about it, they’ll likely fail. But if a REALTOR® approaches change as opportunity and sees the learning curve as just that—a curve that ultimately baselines—then they’ll spot the opportunities around every corner.
Explore our full list of professional certifications and certificates: www.crs.com/ education/ certificationsand-certificates
I think first off, start off with what the common goal of the bench is, and then you work from there because you really need to understand what direction you’re going in, or else you’re going in no direction,”
—Joe Saber, CRS
Leadership Strengthen your real estate team now and tomorrow
Cultivating Future Leaders
Building a robust leadership bench within your real estate business is not just a strategy; it’s a necessity. By actively identifying and developing potential leaders from within, you can create a resilient team that adapts to challenges and drives your business’s success.
What is a leadership bench?
A leadership bench refers to a pool of agents ready to step into leadership roles as they become available. It is a strategic approach to ensuring a continuous supply of qualified individuals prepared to lead and minimizing disruptions during transitions.
“Our leadership bench is built upon successful, self-confident people that are willing to accept the challenge of intertwining mentoring and coaching with their successful real estate careers,” says Joe Saber, CRS, regional manager at Crye-Leike REALTORS® in and around Atlanta, Georgia.
In real estate, leadership benches consist of team members with the desire and potential to take the reins when needed.
The importance of a leadership bench
A leadership bench provides a structured approach to succession planning. Preparing future leaders for the common challenges and responsibilities of leadership positions well in advance can drive your brokerage toward long-term success and offer several benefits:
f Mitigate Risk
f Higher Employee Retention
f Improved Productivity
f Enhanced Corporate Culture
How to develop a leadership bench
Developing a leadership bench requires careful consideration and strategic foresight. It is not merely about selecting individuals to fill roles but involves a comprehensive process of evaluating each team member’s potential and readiness to lead. This approach ensures that the right people are qualified to step into leadership positions when necessary and contribute to a supportive environment where future leaders can thrive and grow.
Determine where to hire and promote from
When building your leadership bench, you can promote from within or recruit externally. Promoting within often increases employee satisfaction and loyalty, as team members see clear career paths. Meanwhile, bringing in new talent can infuse
your brokerage with fresh perspectives and innovative ideas.
Ultimately, what matters is if the candidate is up for the task and will continue to promote an influential and fair work culture.
“I look at people that are really determined to accept the challenge, and they always prove to be folks that have a, you know, very positive attitude and truly want to help the agents, truly want to motivate the agents and team build,” says Saber.
Mentor agents for leadership
Mentorship plays a crucial role in developing future leaders. Pairing aspiring leaders with experienced mentors provides them with guidance, support and firsthand insights into effective leadership practices.
If they became a sales manager, I know that they’re going to continue with what made them successful as an agent.”
—Joe Saber, CRS
Leadership Strengthen your real estate team now and tomorrow
HOW TO FOSTER INNOVATION WITH JOE SABER
When looking toward your brokerage’s future, a leadership bench that values innovation can sustain performance and ensure your position as the market’s top brokerage for years, possibly decades, to come.
Learn how you can keep your team sharp and profitable as standards and trends progress:
Encourage Open Communication with an open-door policy, coffee chats and team brainstorming.
Schedule Script Practicing and Cross-Training to create well-rounded agents.
Celebrate Creative Efforts, like video and social media development, to further the team’s brand recognition.
Learn from Other Industry Professionals outside the real estate business.
“They [mentors] have highly successful real estate careers, so one of their roles is coaching and mentoring,” Saber says. “And they have a sincere desire to pass their knowledge on to others.”
Encourage agents to take on challenges while providing access to leadership training programs. Offering opportunities for them to work closely with current leaders provides invaluable experience in responsibilities they would otherwise not take on in their current roles.
Saber’s leadership team often coaches new technologies and high-quality customer service to agents aspiring for their own coaching and mentoring roles. Leadership prospects value personal promotion, strategic marketing and high-level customer service.
“If they became a sales manager, I know that they’re going to continue with what made them successful as an agent,” says Saber. “They’re fully vested in a successful outcome, just as they do when they’re talking to their customers and clients.”
Forecast future needs
Understanding the brokerage’s future needs can lead to more individualized prospecting to pinpoint ideal candidates for growth.
“I think first off, start off with what the common goal of the bench is, and then you work from there because you really need to understand what direction you’re going in, or else you’re going in no direction,” Saber says. Consider those long-term goals and potential industry trends to forecast your leadership. Regularly assess your team’s skills and potential to identify brokerage needs that may arise as your business evolves. This proactive approach ensures that you are ready to address any leadership requirements as they emerge. By investing in leadership development, you secure your business’s future operations and create a thriving environment where talent can flourish.
Climate risk a growing buyer concern
Zillow is featuring a new analysis category on its app and website.
Data aggregated by First Street will show a climate risk score for home listings, reflecting risk from extreme heat, wildfires, wind damage, poor air quality or flooding.
According to a Zillow survey, more than 80% of homebuyers are taking climate risk into account when selecting a home. Their interest is not only one of general
comfort, but a financial factor affecting owners’ ability to get home insurance and what that coverage will cost—directly impacting a home’s affordability.
Location, of course, plays a large role in the climate risk assessment. Generally speaking, homes in metro areas in the Southwest and West, as well as those on the East and Gulf Coasts have higher risk ratings than Midwestern cities.
%
More than 70% of new listings in August in the Riverside metro area have a major wildfire risk.
METRO AREAS WITH NEW LISTINGS AT MAJOR CLIMATE RISK
New home listings in many Midwest markets hold the lowest climate risk.
f Across all five climate risk categories Zillow analyzed—flood, wildfire, wind, heat and air quality—fewer than 10% of new listings in August were at major risk of any of these risks in Cleveland, Columbus, Milwaukee, Indianapolis, Minneapolis, Detroit and Kansas City.
For more information on RRC’s Leadership Election: CRS.com/ about/leadership/ elections
20 26 RRC Leadership Election
Meet the Candidates for Leadership Roles
The Residential Real Estate Council (RRC) announced its slate of candidates for the 2026 leadership position s, including First Vice President and Board of Directors positions. These experienced CRS Designees have stepped forward to help shape the future of residential real estate education and professional development.
Board of Directors Candidates
f Lindsey Culver, CRS
f William Scott Fogleman, CRS
f Ingrid Prather, CRS
f Ant Stroud, CRS
Key Election Dates for 2025
First Vice President Candidates
f Bonnie Metviner, CRS
f Jerry Moscowitz, CRS
f Addie Owens, CRS
f March 13: Initial Election Notification to Members
f March 20: Election Opens (4:00 PM CDT)
f March 24: Member Reminder Email
f March 27: Election Closes (11:59 PM CDT)
f March 31: Results Announcement (1:00 PM CT)
The Leadership Identification and Development Committee carefully selected these qualified candidates to potentially serve on the RRC Board. All candidates are listed alphabetically by surname.
SCAN TO REGISTER
ARTIFICIAL INTELLIGENCE
CRS Designation: Earn 8 hours of credit!
Check if this course qualifies for continuing education credit in your state.
The Residential Real Estate Council’s AI Certification empowers agents to elevate their business with advanced tools like CRM systems, chatbots, and AR/VR technology. These resources enhance client interactions and streamline daily operations, helping agents work smarter.
Along with practical skills, the certification emphasizes responsible AI use, focusing on transparency and data privacy. This program equips you to stay ahead, drive growth, and seize new opportunities in real estate. Embrace the future with AI.
I look forward to referencing this material for months and years to come.
Ellis Gardner, CRS
6 Wellness Ways to Take Control of Financial Stress
In the world of real estate, income can be unpredictable. With deals that ebb and flow and market shifts that can change quickly, financial pressure is a common experience for agents. Handling this stress effectively can make a significant difference, not only in mental well-being but also in professional performance. Incorporate these mindset hacks to help you stay calm and focused despite financial uncertainties.
Focus
on what you can control.
The first step to managing pressure of any kind is to focus on the aspects of your business that you can control. You may not have direct controls over the interest rates or housing demands, but you can control how many calls you make, how you interact with clients and how you invest in building your skills. Shifting focus to these actions empowers you to feel productive rather than helpless. Create a list of daily goals, such as reaching out to five potential clients or scheduling a follow-up. Small, consistent actions can add up over time and create opportunities that alleviate financial stress.
Develop a financial safety net.
While building a financial buffer may not be possible overnight, having a long-term strategy for financial stability can reduce stress. Set aside a portion of each commission for savings, aiming to cover at least three to six months of expenses. These modest contributions to an emergency fund create peace of mind and reduce stress during slower months. Consider working with a financial planner who understands commission-based income; they can help set realistic saving and investment goals tailored to your professional needs.
Seek support and accountability. Financial pressure can feel isolating but remember that you’re not alone. Many agents experience similar stress. Reach out to a mentor, join a networking group or consider a financial support group specifically for real estate professionals. Sharing challenges with others who understand your industry can provide new insights and a sense of camaraderie, reducing feelings of isolation.
Practice financial visualization.
Visualization can be a powerful tool to create a sense of calm. Take time each morning or evening to visualize your financial goals and what it will feel like to achieve them. Close your eyes, take a deep breath and imagine reaching your sales targets, enjoying a comfortable financial cushion and working with satisfied clients. Visualization is proven to reduce stress and improve focus. These small, daily practices reinforce a posi tive mindset and make it easier to navigate financial ups and downs with resilience.
Prioritize self-care.
Financial stress often leads agents to focus solely on work, neglecting self-care. However, self-care is crucial if you want to maintain mental clarity and resilience. Make sure to carve out time each day for activities that recharge you, whether it’s a workout, a quiet morning coffee or quality time with loved ones. When you feel mentally and physically well, it becomes easier to manage financial pressure and make thoughtful decisions.
Embrace
a growth mindset.
A growth mindset helps you view challenges as opportunities for development. Instead of seeing a slow season as a setback, look at it as a chance to improve your skills or broaden your client base. In your downtime, invest in training, study market trends or develop marketing strategies to reach new clients. Shifting your perspective from “I’m not making money” to “How can I use this time effectively?” reduces feelings of frustration and keeps you engaged in your long-term growth.
An Aging Real Estate Workforce
Source:
MEDIAN AGE
48.9 years is the median age for real estate professionals, which is the highest of any U.S. commercial sector.
THE REAL ESTATE INDUSTRY’S DEMOGRAPHIC MAKEUP
Only 22% of real estate professionals are under age 35.
42% are between 35-54 years old.
~59 % of senior leaders and C-suite execs (approx. 761k professionals) are expected to retire in the next 10 years.
ATTRITION AT THE TOP
3 x
The number of retirement-aged employees in real estate compared to other financial services industries
~50% of real estate succession plans for CEOs only start when the existing CEO announces their departure.
For more research and reports from NAR, visit NAR. realtor/researchand-statistics
Approx. 1 million real estate professionals will reach retirement age in the next decade.
This age distribution creates a “retirement cliff,” where the industry could face significant knowledge and leadership gaps if succession planning isn’t addressed proactively.
23% are between 55-64 years old.
13% are already 65 or older.
Leading with A CONVERSATION WITH
Legacy
From her family’s inspiring journey to her passion for empowering real estate professionals, 2025 RRC President Vivian Macias, CRS, is ready to lead the Council into a thriving future.
A Miami native with deep roots in real estate, Vivian Macias’s journey began in her family brokerage, where she spent afternoons writing addresses on postcards as a young girl for her father. “Little did I know those afternoons would spark a lifelong love for this amazing profession,” she says.
Macias credits her family as her biggest inspiration when it comes to her profession, deeply influencing her career journey and path to leadership. Her grandparents immigrated to the United States from Cuba, leaving everything behind to build a new life. Without knowing the language and without work, they worked tirelessly to create opportunities for the next generation.
“I’ll never forget the image of my grandfather sitting at the dinner table, English and Spanish dictionaries in hand, studying to pass the real estate exam,” she says. That determination led to her family establishing a thriving real estate business that met the growing need for homeownership among Hispanic families in Hialeah, Florida.
Carrying forward this legacy, Macias is passionate about empowering others and serving her community. Her leadership within RRC began with her first Certified Residential Specialist course, which she described as a “game-changer” for her career. Now, as president, Macias is dedicated to leading with purpose and ensuring the values of perseverance, education and excellence remain at the heart of the Council.
Q: What encouraged you to become an active member and now leader of RRC?
A: I’d say it was my servant heart. I have always been someone who loves getting involved—whether it was school projects, tackling community issues or advocating for homeownership.
Homeownership has always meant so much to my family and being able to protect and promote it is incredibly rewarding. That passion for serving others naturally led me to step up, get involved and eventually take on a leadership role in this amazing community.
Q: What is your approach to boosting member engagement?
A: Membership engagement is the heartbeat of an organization. It’s through members that we find inspiration and direction, but it’s essential to recognize that every member has unique needs at different stages of their career.
Legacy
Newer members often need more hands-on engagement and education to help them grow and elevate their skills, while seasoned agents are focused on strategies like selling their book of business. That’s why member engagement is so critical—it helps shape the Council’s direction, ensuring it’s collective, inclusive and serves everyone.
Our members are always striving to stay ahead of the curve, forward thinking and remain relevant. By addressing the diverse needs of members, we can ensure that everyone, no matter where they are in their journey, feels supported and empowered to succeed.
Q: What advice would you offer to a new agent looking to join RRC?
A: The first step is always the hardest for a new agent, but my advice is simple: just do it. Jump in with both feet and embrace every opportunity to learn and grow. Every class you take, every member you meet and every CRS Designee you connect with will elevate your career in ways you can’t even imagine. CRS Designees and RRC members are truly generous at heart—they’re always ready to share ideas, offer guidance and cheer you on every step of the way. So don’t wait—sign up today and start building the future you deserve.
Q: How has continuous education helped you as an agent?
A: You’ve probably heard the saying that real estate is like a wave—it has ups and downs. That’s why continuous education is so important. It keeps you
2025 RRC President Vivian Macias, CRS
L eft to right:
Tricia Nekota, CRS, Immediate Past President; Vivian Macias, CRS, President; Teresa Pitt, CRS, President Elect; D ebra Beagle, CRS, First Vice President
Staying informed and adaptable is key to long-term success in this ever-changing industry.”
—Vivian
Macias, CRS
2025 RRC President
relevant, helps us stay ahead of the curve and equips us with the latest tools, products and strategies to do business better.
For me, ongoing learning has been essential to growing as an agent, and it’s just as valuable for every REALTOR®. In a profession that’s constantly evolving, if you’re not learning, you’re falling behind. Staying informed and adaptable is key to long-term success in this ever-changing industry.
Q: What lessons have you gained from attending events like Sell-a-bration®?
A: I’ve learned so much from Sell-a-bration over the years. It’s the ultimate recharge— a chance to make fresh connections every time. Real estate is all about people, relationships and connections, and that’s exactly what makes our business thrive.
Sell-a-bration is more than just an event; it’s an incredible opportunity for members—and myself—to generate new leads organically and build long-lasting relationships that drive business year after year. It truly feels like a family reunion.
Plus, the education offered is top-notch, always relevant to today’s market and designed to meet agents at every level of their careers. It’s an experience that keeps giving back and I can’t wait to see what’s next.
Q: Looking ahead to this year, how do you plan to approach leadership in 2025?
A: By leading with encouragement. Encouraging our board of directors to think out of the box. To find new ways for members to grow their business [which] in turn will grow membership. To encourage state leaders to lead with the Council mission and visions as they plan their year. Our profession gives security and is a safe haven for many families. We need to protect it.
Q: What is your vision for RRC and how do you see it evolving in the future?
A: The future of RRC is incredibly bright, and I say that with complete confidence. Our profession has stood strong for over 100 years, and I’ve been proud to serve as a full-time REALTOR® for more than 30 of those years. As the Council approaches its 50 th anniversary [in 2026], we have so much to celebrate—these are monumental milestones of accomplishment.
Each of us plays a vital role in this growth and shaping the future. Our members and leaders are the driving force behind our success, and together, we will continue to move forward, building on this proud legacy.
Nicole Loeb photography
Q: CRS is the gold standard of real estate, what does that term mean to you?
A: The gold standard represents an elite group of real estate professionals who are dedicated to protecting homeownership and the integrity of our profession. It’s about being a lifelong learner who understands this industry is constantly evolving—and that our clients need us more than ever.
The gold standard means recognizing that education and excellence go hand in hand. It’s a commitment to staying ahead, adapting to change and always striving to provide the very best for those we serve. I’m proud to be a part of this incredible community of professionals.
Q: How do you intend to live up to the “gold standard” as a leader and to ensure members meet these standards as well?
A: The gold standard is defined as the best of the best—a benchmark of excellence. As a leader, I strive to embody that definition, serving with dignity and respect for the position while making members proud.
My goal is to ensure that the Council shines brightly at every opportunity, showcasing its value and importance.
By bringing awareness and a commitment to excellence, we elevate not only the Council but also the incredible professionals who make it what it is. Together, we can continue setting the standard for greatness.
Q: How can every CRS Designee help us grow CRS both nationally and internationally?
A: Growing both nationally and internationally is a true passion of mine. However, keeping the Council vibrant and thriving is something we must all take to heart. When I say, “our responsibility,” I mean it belongs to each and every member and CRS Designee.
Earning the prestigious CRS Designation isn’t easy—it’s a mark of excellence in our profession. But with that distinction comes the shared duty to uplift our industry and those within it. One of the best ways to do that is by extending an invitation to others—your colleagues, members of your local association and even the fellow REALTORS® sitting across the table at a closing. Together, we can grow stronger and continue to elevate the standards of our profession.
2 025 RRC Officers, Board of Directors and Regional Vice Presidents. Meet the entire team at crs.com/about/ leadership
Curious to start your path in leadership? Explore more today! www. crs.com/about/ leadership
real estate conflicts win
winning
Conflicts are unavoidable in the high-pressure world of real estate.
Whether it’s a disagreement between a buyer and seller or a misunderstanding between agents, managing disputes effectively is critical to ensuring smooth transactions and maintaining professional relationships.
Aida Vega-Medinilla, Linda Hoverman O’Neal and Bernice Maez—each a CRS Designee— have seen their fair share of conflicts in their real estate
these challenging situations into opportunities for growth and success.
Preparing for conflict
Since conflict can happen at any time during a transaction, real estate professionals must be prepared. According to Aida Vega-Medinilla, CRS, broker-owner at Horizon Real Estate in Miami, Florida, one key to handling conflicts successfully is being proactive and anticipating potential issues before they arise.
“The better prepared you are, the less conflict you will have,”
The better prepared you are, the less conflict you will have.”
—Aida Vega-Medinilla, CRS
I consider it a good outcome when everybody feels that they have won something.”
—Aida Vega-Medinilla, CRS
Vega-Medinilla says. She recommends thoroughly understanding each client’s needs and concerns and setting clear expectations. She emphasizes that this helps avoid surprises and misunderstandings down the road.
Linda Hoverman O’Neal, CRS, associate broker at RE/MAX Executive in Tega Cay, South Carolina, says one of the most important things an agent can do is remember their role. “Your job is to facilitate the transaction and make sure that everything goes well from beginning to end,” she says. “You are not buying that house. You are not selling that house. Your job is to facilitate.”
A great team and training are also key to being prepared for conflict. Vega-Medinilla encourages her team to develop conflict management skills through continuous learning and training. “An excellent, trustworthy, and knowledgeable team makes all the difference, and you should train your team the best you can,” she says. “Training gives you more opportunity to solve issues before they arise. I could not do what I do without a great team.”
The role of listening and empathy
When it comes to conflict management, O’Neal emphasizes the importance of listening and empathy. When asked how she handles conflict between two parties, she replies: “Very calmly, very rationally. I try to put myself in both situations and simply address them with common sense and with a solution,” she explains.
According to O’Neal, understanding both the buyer’s and seller’s expectations is crucial, especially when it comes to common disputes over repairs, which she says is the most common type of conflict she encounters. “The seller is trying to hold onto every single dollar, and the buyer is trying to make sure they don’t have to pay any more dollars,” she says. Walking through properties with clients and identifying potential problems early helps her minimize misunderstandings before they escalate.
Vega-Medinilla emphasizes the power of personal communication in resolving conflicts. “The human touch is something that always helps,” she says. “I believe one of the most important things is personally speaking with people. It doesn’t have to be
5 Conflict Management Tips for Agents
Be an Active Listener
Whether dealing with clients or colleagues, the first step to resolving conflict is to listen carefully and empathize with the other party’s concerns.
Document Everything
Ensure all agreements and conversations are documented. This will hold everyone accountable and serve as a reference point in case conflicts arise later.
Keep Communication Transparent
Inform all parties of key developments to avoid miscommunication, which often leads to unnecessary conflict.
Be Proactive in Preventing Issues
Identify potential problems early—such as property defects during listing presentations—and address them upfront to avoid surprises later in the transaction.
Stay Calm and Objective
Avoid assigning blame or getting emotional in tense situations. Focus on resolving the issue rather than dwelling on the conflict itself.
in person, but it has to be a call.” By taking the time to speak directly with clients or colleagues, she believes that individuals feel heard and valued, which can make a significant difference in resolving disputes effectively.
Maintaining professionalism and the art of negotiation
Disputes between agents can occasionally arise, but Bernice Maez, CRS, sales agent at Vivo Realty in Plano, Texas, believes the key to resolving these issues lies in respectful communication. As an agent dealing with buyers and sellers, Maez advises, “You don’t want to pick sides. Staying in the neutral zone can keep it respectful.” She adds that resolving the issue without assigning blame diffuses tension and ensures that both parties feel heard and respected.
All three agents agree that word choice— what Maez refers to as “wordsmithing”—is essential during conflict resolution. “It all stems from your delivery,” Maez says. In her view, accusatory tones or finger-pointing can quickly derail conversations, so it’s crucial to stay calm and constructive when discussing sensitive topics like commission splits or repair requests. “Asking for a credit or a repair in one way versus another is going to make a huge difference. I’ve seen that with buyers and sellers, as well as with other agents. Choosing your words very carefully before you speak— that’s been my biggest savior.”
Similarly, Vega-Medinilla stresses the importance of transparency and keeping an open mind. “It’s fantastic if you get everything you want, but the reality in life is that everything is a negotiation.” By clearly communicating expectations and keeping clients informed throughout the process, real estate professionals can help reduce anxiety and build trust.
Turning conflict into opportunity
Conflict is inevitable in real estate, but how agents handle these disputes sets them apart. By listening, empathizing and maintaining clear communication, professionals like Vega-Medinilla, O’Neal, and Maez turn conflict into an opportunity to build stronger relationships and close more deals.
“I consider it a good outcome when everybody feels that they have won something,” says Vega-Medinilla, a statement with which O’Neal and Maez agree.
O’Neal says delivering difficult news is sometimes unavoidable, but the key is to have solutions ready. “Before you deliver difficult news,” such as a buyer terminating a contract, she says, “it’s your job as the agent to see if you have a solution that you can deliver along with that news.”
At the same time, agents must pick their battles. “I often tell our REALTORS® that sometimes you have to walk away,” Maez says. “It’s not a bad thing. Sometimes that’s better than dealing with the stress.”
As these experienced CRS Designees demonstrate, preparation, patience and professionalism are the keys to managing conflict successfully in the competitive real estate industry. By staying calm, professional and proactive, real estate professionals can resolve conflicts effectively and turn them into opportunities for growth and success. With the right approach, even the most challenging situations can lead to positive outcomes.
By listening empathetically, remaining calm and communicating transparently, agents can turn conflict into an opportunity for better relationships and more closed deals.
Tackle conflict in our recording, Conflict Resolution – Solutions Based Listening and Responding hosted by CRS Instructor, Mark Given.
By Annika Tourlas
Whether you’re managing a small, local group of agents or leading a large metropolitan agency, effective leadership qualities will elevate your career and guide your team toward success.
SKILLFUL STEWARDSHIP
5 Qualities of an Effective Leader transparency
empathy
Curating an ideal work culture throughout the office starts at the top. Understanding and sharing the feelings of your team members can foster a supportive and cohesive work environment.
“The industry itself has plenty of changes and personalities involved. You got to practice the empathy to have other qualities come out,” says Jim Fain, CRS, managing broker and co-owner at Fickling & Company Lake Country in central Georgia. “I think it’s knowing who you’re talking to. Don’t talk down to people—build people up.”
When agency and team leaders express empathy, regardless of company size, employees are more likely to openly communicate their challenges, visions, success stories and critiques. Providing this information is vital to an organization’s evolution and progression toward personal initiatives and brokerage-wide goals.
adaptability
The real estate market is constantly changing, and a successful leader must be adaptable. Being open to new ideas and willing to pivot strategies when necessary helps maintain performance. Adaptable leaders can guide their teams through market fluctuations, negotiations and unexpected challenges with the poise and confidence clients seek from real estate professionals.
integrity
Clear and open communication is the backbone of effective leadership. Defined goals and expectations improve a team’s chance of success when dealing with pressing timelines and clients who require undivided attention.
Withholding information or promoting a secretive work environment can fuel harmful competition when collaboration and team support are integrative to overall and long-term success.
People look for you in times that need clarity to be a solid lighthouse, projecting a beacon of light that is steady and true to guide them.”
Integrity is the foundation of trust. Since real estate involves large transactions and financial investments, integrity guarantees that ethical standards and principles are upheld.
“You’ve got to be able to do anything that you do the same way in front of anyone and be able to do it correctly, and you’ve got to be able to be held accountable no matter what you do,” says Susanna Boyer, CRS, managing broker at Pure Reality in Austin, Texas. “You’ve got to show your agents how things are done correctly, and you’ve got to be able to do them yourself as well.” When a person in power demonstrates a lack of integrity, those characteristics are often mirrored by their team, potentially damaging the brokerage’s reputation. On the other hand, when a leader values integrity and ensures that it’s reflected in everything they do, a positive reputation is reinforced throughout their market.
innovation
An effective leader has a clear vision for the agency while embracing innovation to empower creativity and develop their craft within an ever-changing market.
This forward-thinking approach helps identify and capitalize on emerging trends, improve operational efficiencies and offer clients unique solutions that stand out. From attending industry events to listening to the ideas of their employees or peers, leaders can bring innovative strategies to the plate, ensuring sustainable growth and success.
—Jim Fain, CRS
Stay in-theknow on all the latest real estate tools and market changes with our weekly webinars.
How can I become an effective leader?
Becoming an effective leader in real estate requires some innate qualities, but continuous personal growth and a commitment to developing essential qualities that inspire and drive success are vital. There are numerous approaches to enhancing your work as a team leader, role model, manager and industry expert, including:
f Regularly seek and encourage feedback
f Embrace continued education
f Practice active listening
f Network with other leaders
f Practice real-world situations
The importance of an effective leader
A leader can make or break a team. Teams respond positively to leaders who possess the right qualities. When leaders hold themselves to high standards and embrace communication, empathy and integrity, team members do the same, staying motivated and productive.
Meanwhile, poor leadership can lead to confusion, missed opportunities, high turnover rates, low morale and conflicts, ultimately hindering the team’s success.
Small Strategies to Spark Success
Susanna Boyer, CRS, a managing broker at Pure Reality in Austin, Texas, and Jim Fain, CRS, managing broker and co-owner at Fickling & Company Lake Country in central Georgia, gave insight into how they’ve become influential leaders.
To improve your brokerage operations, culture and performance, try implementing these tried-and-true strategies to which experienced brokers like Boyer and Fain credit some of their team’s success.
“Great leaders lift people up and help the agents that truly want to work and change their lives. Serving clients is important but also serving agents is just as important,” says Fain. “A great leader thrives off the energy of those around them, and hopefully they see great things. If they respect you as a leader, if you’ve got great morals, values, principles and energy, they’re going to come to you and try and emulate those parts of you.”
However, the best leaders balance sensitivity and tenacity. Sensitivity ensures leaders understand and address their team’s emotional and professional needs. Tenacity, on the other hand, enables leaders to persevere through challenges, maintaining focus and determination. This combination nurtures a resilient, motivated team, effectively balancing empathy with the pursuit of success.
“There’s no wavering on contracts, real estate law, those kinds of things. It doesn’t matter if it’s that agent that sells one house or 50, there’s no wiggle room there,” says Fain. “But if you help those agents based on how much commitment they’re giving the industry and be better on those non-wavering things, it just makes your brokerage run smoother.”
The impact you have on your team should always be a top priority. Yet, your leadership style also affects your clients. When a team is well-managed and motivated, clients receive superior service. Clear communication, ethical practices and a commitment to excellence translate into successful transactions and satisfied clients. This, in turn, enhances the agency’s reputation and attracts more business. By fostering leadership skills and supporting aspiring leaders, real estate professionals can create a positive impact on their teams, clients and the industry as a whole.
“The thing I have found that is important is that leaders need to be lighthouses, not weather vanes. You can’t change every time the winds blow on the important things like culture,” Fain says. “But the people look for you in times that need clarity to be a solid lighthouse, projecting a beacon of light that is steady and true to guide them.”
TURBOTEAMWORK
CHARGED
In the competitive world of real estate, a strong company culture is the cornerstone of a thriving team.
It not only drives performance but fosters loyalty, trust and a sense of belonging among team members. For real estate leaders, building and nurturing this culture is crucial to earning the respect of their employees and the community. Leadership in real estate goes way beyond transactions—it’s about creating a space where agents feel proud to work and supported in their professional and personal growth.
DEFINING A VISION FOR COMPANY CULTURE
One of the first steps in building a solid culture is defining a clear vision that resonates with your team. Paul Rich, CRS, a broker-salesperson with The Brokerage in Henderson, Nevada, emphasizes the importance of not trying to be “a jack-of-all-trades.” Instead, leaders should focus on their core values and what their organization stands for. “You can’t do it all,” he says. “You have to really focus on what’s important to you, what’s your vision for your company. Based on that, you can attract people who fit that culture.”
Robyn Eunice, CRS, is a residential real estate professional at Dream Home Realty in Prairieville, Louisiana. In addition, she heads the development, training and implementation of all the offices. She echoes Rich’s assertion, adding that leaders must lead by example, particularly when handling relationships within the team. “Setting the example and being there emotionally, not just physically, is key,” she says. Eunice explains that in her office, there’s a healthy, competitive environment where everyone cheers each other on. “We focus on being the cheerleaders for everybody when they succeed,” she notes, highlighting the importance of fostering a supportive atmosphere
THE ROLE OF TRUST IN LEADERSHIP
Trust is the foundation upon which a strong company culture is built. Both Eunice and Rich agree that trust is essential for the long-term success of a real estate firm. “You say what you mean and mean what you say,” Rich asserts. This consistency builds trust over time, creating a sense of reliability within the team. He refers to Stephen Covey’s The Speed of Trust and emphasizes that “even in hard times, if you’ve built that trust, your team will stay with you because they know you’ve got their back.”
Eunice pays attention to each individual’s unique needs. Whether helping a
colleague in a difficult situation, providing suggestions or resolving conflict, she emphasizes the importance of being there for her team members. “I try to find out what makes people tick and then support them where they need it most,” she explains, adding that she helps people build confidence. This level of care goes a long way in fostering a culture of trust and mutual respect. “When agents speak with a client, that client is going to use your services because they believe in you, not because of your company.”
“We’re competitive, but it’s healthy competition,” says Robyn Eunice, CRS, a residential real estate professional at Dream Home Realty in Prairieville, Louisiana. “We all want to see each other succeed, and that’s what makes our culture so strong.”
CREATING AN INCLUSIVE AND SUPPORTIVE ENVIRONMENT
Inclusivity is another critical element of a healthy workplace culture. Rich notes that every team member should feel like they have a voice that matters. “It’s about ensuring that everyone feels they have equitable access to opportunities,” he says. He points out that in the world of real estate, where many agents are independent contractors, it can be easy for some to feel left out or unsupported. However, fostering inclusivity is essential for long-term retention and team morale
Eunice also underscores the importance of inclusivity, particularly in creating a safe environment where agents feel comfortable and supported. Safety is crucial to building a strong company culture, especially in the real estate industry, where agents often meet clients alone. “I encourage my agents to go together on appointments, especially in unfamiliar
areas. There’s power in numbers, and it’s important to keep everyone safe,” she says. This approach protects her team physically and reinforces a culture of support, where agents look out for one another and feel confident that their well-being is prioritized. Eunice’s commitment to safety is an essential part of creating an environment where her team can thrive without fear.
Rich stresses the importance of making personal connections within the team. He shares a story of mentoring a new agent struggling to find their footing. By pairing the new agent with an appropriate mentor, they were able to develop their skills and ultimately become a successful producer. “It took some time, but they found their place in the industry,” he says, highlighting the importance of patience and guidance in team development
Tips for Connecting with Your Team
One can connect and encourage team members by:
f Forming a meaningful, genuine relationship with each team member
f Acknowledging their hard work and achievements
f Being open to constructive feedback and suggestions for improvement
f Providing resources, training and support to help them grow professionally
f Creating a supportive and inclusive environment where everyone feels valued and respected
As agents feel more connected to their organization’s vision and supported in their personal and professional development, they will be motivated to excel, resulting in improved performance and customer satisfaction. In turn, this positive work culture will foster long-term success for the company.
BUILDING A CULTURE OF PRIDE AND RESPECT
At the heart of a strong company culture is a sense of pride—pride in the work, the team and the organization’s mission. A clearly defined vision and consistent leadership ultimately foster this pride. “If you know what your company stands for, and you live that vision every day, your team will follow,” Rich says.
Eunice adds that creating a culture of pride also means celebrating each other’s successes. “We’re competitive, but it’s healthy competition,” she says. “We all want to see each other succeed, and that’s what makes our culture so strong.”
ENCOURAGING PERSONAL AND PROFESSIONAL GROWTH
For real estate leaders, building a strong company culture means supporting their team members’ personal and professional growth. Like Rich, Eunice values and prioritizes the power of mentorship and continuous learning. She regularly encourages her agents to pursue professional development opportunities, whether by attending workshops or listening to industryrelated audiobooks. “I challenge them to keep learning, to keep improving,” she says Rich highlights the importance of creating a workplace where agents feel motivated to give back to the community while striving to be the best versions of themselves. “It’s about working hard, playing hard and giving back,” he says. This balance helps create a well-rounded culture where agents feel fulfilled, both professionally and personally.”
PLANTING SEEDS OF SUCCESS
From small, thoughtful actions to conscious efforts, real estate leaders can establish and nurture a healthy team culture that fosters growth and long-term success. Just like planting seeds in a garden, building a positive work environment requires consistent care, patience and intentionality. Leaders must cultivate trust, lead by example and remain committed to their vision even during challenging times.
Eunice explains that, much like nurturing a garden, leaders must “keep planting seeds” even when they don’t immediately see results. “The market may not always be where we want it to be, but you have to keep doing the right things, even when it feels like you’re not getting anywhere.” This consistent effort—whether it’s in building relationships, mentoring newer agents or reinforcing the company’s values—pays off in the long run, leading to deeper trust and a stronger team dynamic.
Sharpen your leadership skills with our eLearning, Management Skills to Improve Team Performance.
Kim Cameron wears many hats in the real estate industry. She is an “in-the-trenches,” practicing real estate broker who’s been running a top-selling sales team in St. Louis, Missouri, for the past 20 years. As a speaker, teacher, CRS Certified Instructor and mentor to REALTORS ® across the country, Kim freely shares her experience and proven tools for business success with others.
It’s Team Time
By Kim Cameron, CRS
When I welcome participants to this class, I always say, “Spoiler alert: We’re all a team!” Nobody gets anything done in this business on their own. It takes a village—one made up of your office administrative staff, manager, broker, title company, lender, closing specialists, attorneys and inspectors. The class, “Building a Team to Grow Your Business,” will help you make sure your team is put together in a way that enables you to get everything you—and they—need to be successful.
Whether you’re a solo practitioner with a virtual assistant or a buyer’s agent who’s part of a mega team, you’re going to get to a point in your business where you cannot grow without leveraging your skill set and expanding. If you really, truly want to lead a real estate team, this class will get you started. However, if you want to leverage growth, you’re going to need support, and this class will get you started down that path as well.
One trap agents can fall into is believing they can remain a jack-of-all-trades. And
NUTS AND BOLTS
Assess your needs
The first step in building a team is to figure out what you need most. Oftentimes, an agent’s first hire will be someone to handle the paperwork, an admin or transaction coordinator. The next hire is an agent to assist with buyers. The guidelines offered in the class will help each agent identify their strengths and hire team members who make up for their weaknesses. If you are super social, hire an assistant who is detail-oriented, for example. Get to know the DISC profile and hire your opposite.
Core values
The class will also cover some of the intangibles of team building. What kind of culture might you want to foster? As a team leader, you need to truly lead the culture. What’s the team’s mission? Learn how to build a well-thought-out mission statement that is easy to articulate and convey. This mission should be supported by core values that your team can adhere to. Leaders are readers, so you must always educate yourself—and your team members should, too. As team leader, make sure your team members are always learning and prospecting. It’s your responsibility to hold them accountable in the same way you hold yourself accountable for how you perform.
Nobody gets anything done in this business on their own.
as the saying goes, when you’re a jack-ofall-trades, you tend to be a master of none. You can only spread yourself so thin before things start falling through the cracks. Your performance and level of service start to dwindle, or you begin missing important things in your personal life.
In the end, your team will become one of the cornerstones of your business, like your systems, CMS, marketing plans and technology—all will help you provide the personal touch for next-level customer service your clients expect.
Recruiting
This class will also give participants a good grounding in hiring tactics and team management, information that will be particularly useful for those who haven’t hired or managed people before. (It’s very different from managing oneself.) This overview will cover the best places to recruit, how to conduct interviews and how to set expectations for those who have come on board.
Become a social media pro with our Digital Marketing: Social Media Certification: www. crs.com/education/ Certificationsand-Certificates/ digital-marketingsocial-mediacertification
Hyper-local content takes center stage
As clients continue to crave personalized experiences, hyper-local content will gain traction in 2025. Buyers and sellers want to know more about the communities they’re considering, and social media is the perfect platform to deliver that information.
Post about local market trends, neighborhood highlights, school ratings and community events. Geotag your posts to attract local audiences and create local-specific hashtags to build a niche following. By positioning yourself as the go-to expert for your area, you’ll strengthen your brand and attract more qualified leads.
Interactive and immersive content
Interactive content, like polls, quizzes and augmented reality (AR) features will become increasingly popular. Imagine offering a virtual staging experience via AR or using Instagram Stories to let followers vote on design options for a home you’re staging.
Immersive technologies like virtual reality (VR) are also making strides, allowing potential buyers to “walk through” homes without stepping inside. Agents who embrace these tools can differentiate themselves and provide a memorable, tech-forward client experience.
2024 Award Winners Lead the Way
The RRC Awards Committee recognized outstanding CRS contributors who impacted countless CRS Designees, RRC members and candidates. These winners exemplify the spirit of service that defines our community through their achievements in leadership, education and regional excellence.
Legacy of Leadership:
Pat Zaby claims Lifetime Achievement Award
Pat Zaby, CRS, embodies unwavering commitment, earning this year’s Lifetime Achievement Award. After earning his CRS Designation in 1977, Zaby became a cornerstone of our organization, serving as President in 1990 and maintaining an active presence on the Board of Directors for over two decades (1982–2003). He has shaped countless initiatives through his work on various committees and the Education Mastermind group, leaving an indelible mark on our educational and technological advancement.
New Jersey/Delaware Network takes Spirit Award
The New Jersey/Delaware Network proves that size doesn’t limit the impact. With 465 members strong, they’ve built a vibrant community through 17 dynamic events in 2024 alone. Their innovative “Unlocking Your Membership Potential” Zoom sessions and multiple CRS Week Bahama Breeze gatherings across five locations demonstrate their mastery in keeping members engaged and connected.
Global impact in education
Fernando Garcia Erviti, CRS, our Education Contributor of the Year, has revolutionized CRS education globally. His 15-year initiative to bring CRS courses to Spain has equipped over 10,000 real estate professionals with essential skills. His influence spans continents, from Portugal to Dubai, where he teaches and trains new instructors, building an enduring educational legacy.
Stay connected with your local RRC network: www.crs. com/membership/ local-rrc
P resident Elect Teresa Pitt, CRS, (right) presents the Education Contributor of the Year Award to Fernando Garcia Erviti , CRS (left).
State CRS stars shine bright Each year, our state and regional networks recognize members who demonstrate exceptional service, leadership and commitment to excellence. These CRS of the Year winners, chosen by their peers, represent the best of their respective networks. Their achievements range from innovative marketing approaches to community leadership and mentorship of new agents. Together, they showcase the diverse talents that make our organization strong.
Leadership excellence
Mary Bianchi, CRS, stands out as State Leader of the Year through her exceptional leadership of the NJ/DE State Network. She orchestrated 17 successful events, built a robust leadership team, and maintained stellar communication channels—all without a paid administrator. Her ability to unite and motivate members while delivering consistent value establishes a new standard for state leadership.
Mary Bianchi, CRS, receives State Leader of the Year Award.
Left to right: Arelene KimKawamoto, CRS; Deborah Harris, CRS; Tonya Thomsen, CRS; James Martin, CRS; Ingrid Prather, CRS; Denise Quinlan, CRS; Roger Lundy, CRS; Bethany Weiser, CRS; Peter Wynyard, CRS
What helps you stand out when talking to a potential buyer client? What helps them decide to work with you?
The added education that I have through CRS and the ABR and my involvement in all the different associations—my local, state and national—along with CRS. All of this helps me to help them find the right house and get the most for their money without much stress.
Christine Dean, CRS , Broker-owner at Gateway Group @ Keller Williams, Grand Ledge, MI
I use the Ninja Process, which sets me apart and saves the buyers and me a lot of time in the end. If I stray from it, I am always sorry. A strong pre-looking interview is critical.
BethAnn Long, CRS , Associate Broker at RE/MAX Inland Empire, Spokane, WA
QPersonal service and attention to detail. Preparing them and not having surprises.
Judith Palmer, CRS , Associate Broker at RE/MAX Showcase Homes, Birmingham, MI
Give a full market report of their neighborhood or area and walk them through it, including the greater market for our region of Florida.
Rory Dubin, CRS, Manager at United Real Estate Gallery, Jacksonville, FL
I love showing property with land— naming trees and shining light on the potential.
Amy Zeitz Bailey, CRS, Sales Agent at Action First Realty, Shepherdsville, KY
I have a list of vendors who have been vetted that will be able to help you with your loan, inspections, repairs, even doctors, dentists and hairdressers that you may need in the area. That experience is extremely important! Wouldn’t you agree?
It’s not just what we say, but how we say it. We need to make sure that what we are saying truly resonates with our buyers by exemplifying sincerity and understanding while giving our sage advice. They really need to feel that we are going to protect them throughout the process.
John Maranto, CRS , Sales Agent at Cummings and Company, Baltimore, MA
Talk and/or review contracts they will be expected to sign at some point. It helps remove their fear and uncertainties, especially for the first time.
Lee Bothast, CRS , Sales Agent at Coldwell Banker Realty, San Marino, CA
Have a great story to share? Email social@crs.com or look for discussions happening online on our Facebook, Instagram, LinkedIn and Twitter pages.
From the Peach to the Garden State
Iam happy to share a successful referral story that started in 2022. I received a referral from Penny Rafferty, CRS, from Penny Rafferty Realty based out of Savannah, Georgia. Rafferty reached out since her clients were relocating to New Jersey for employment opportunities. We
successfully found a property in a competitive market.
However, two years later, the clients reached out to get their home on the market since they were ready to relocate again for another job opportunity. Fortunately, we were able to sell their home at top dollar with multiple offers in a township that was experiencing longer days on market. Creative marketing did the trick!
Meanwhile, Rafferty was able to connect our clients with another REALTOR® in Idaho, and we can say everyone was happy! That’s the CRS way.
Penny Rafferty, CRS , Broker-owner at Penny Rafferty Realty, Savannah, GA
Parental Guidance
It made me very proud when a young agent in my office in Birmingham, Alabama, asked for a recommendation for an agent to help his parents explore properties in Chattanooga, Tennessee. I was able to introduce him to Ellis Gardner, CRS, and the agent was so appreciative. He said Gardner is the PERFECT fit for his parents! WIN-WIN—it’s not always about the money! [The] best prize is being able to recommend a great agent that you know personally—not just a name!
Shelley Watkins, CRS , Associate Broker at ARC Realty Company, Birmingham, AL
Ellis Gardner, CRS , Associate Broker at Keller Williams Realty, Signal Mountain, TN
SCHEDULED WEBINARS
Feb 12: Tax Talk 2025 Update / Chris Bird, CRS Certified Instructor
Feb 18: Shift of Power: A New Congress - What That Means for You / Shannon McGahn and Holli Woodward, CRS
Feb 19: Plan Your 30-Day Social Media Calendar / Burton Kelso
Mar 7: The Power of Women in Real Estate 2025 / Vivian Macias, CRS
Mar 25: Building Your Future in Real Estate: Identifying Strategic Ideas to Match Your Personality / Stacy Hamilton, CRS and CRS Certified Instructor Dale Carlton
Balancing
Don’t Bring Me Down
Working in real estate can be so rewarding, but it comes with its fair share of challenges—also known as “people.” Negative individuals, whether clients or colleagues, can affect your work environment and performance. Your success stems from a professional
and polished demeanor, as well as a hyper-productive skill set—so you know what you are doing. Even so, you may encounter different types of negative people who just rub you the wrong way. Here are some tips to keep them from bumming you out.
COPING WITH NEGATIVE COLLEAGUES
The Complainer
This colleague habitually complains about various aspects of the job.
The Gossip
This colleague spreads rumors and creates a toxic work environment.
The Bad Boss
This leader creates a negative atmosphere and hinders team performance.
Offer a listening ear initially but steer the conversation toward solutions. Encourage a positive outlook and propose collaborative efforts to address genuine concerns.
Avoid engaging in gossip and maintain confidentiality. Set a professional tone in conversations and gently redirect discussions to more constructive topics. If the issue persists, consider discussing it with management.
Focus on what you can control and stay committed to your responsibilities. Seek advice from mentors or peers outside of the organization for different perspectives. If leadership issues are affecting your mental— or financial—health, explore other job opportunities.
COPING WITH NEGATIVE CLIENTS
PROBLEM SOLUTION
The Know-It-All
This client believes they have all the answers and dismisses professional advice.
The Pessimist
This client constantly doubts the market and is indecisive.
The Aggressive One
This client is confrontational and difficult to communicate with.
The Unethical Client
This client suggests or demands actions that go against ethical standards.
Acknowledge their perspective but gently guide the conversation back to your expertise. Use data and facts to support your recommendations and demonstrate how your experience benefits their goals.
Provide positive examples and success stories to encourage optimism. Share market trends and data that highlight opportunities and reassure them by outlining achievable outcomes.
Stay calm and composed. Listen actively to their concerns and address issues directly without escalating the situation. Set clear boundaries and communicate respectfully to maintain professionalism.
Firmly explain the importance of adhering to industry ethics and legal guidelines. Refuse to compromise on these standards and provide alternatives that comply with regulations. If necessary, consider stepping away from the relationship.
Negative individuals, whether clients or colleagues, can affect your work environment and performance.
members giving back
RRC with a Heart: Supporting Communities Nationwide
Our “RRC with a Heart ” campaign highlights the incredible charitable efforts of our State RRC Networks in 2024. From feeding seniors to supporting veterans and aiding foster children, these projects reflect our members’ dedication to making a difference. Here’s a look into how our states embraced community service, fostering goodwill, pride and strong connections. Through these impactful events, our networks exemplify the power of CRSs working with purpose and compassion.
Nevada RRC
Charity: Honor Flight, Project 150, KT Grace Foundation
Nevada RRC’s annual holiday fundraiser united over 500 real estate professionals to support three charities: Honor Flight, Project 150, and KT Grace Foundation. The event raised $6,000, with $2,000 donated to each organization. Months of planning and promotion culminated in a REALTOR® Feud game show, strengthening relationships among attendees while supporting local causes. Donations benefited veterans visiting Washington, D.C. memorials, homeless high school students in Reno, and families impacted by cancer.
Texas
RRC
How do you give back to your community?
Share your story and photos to social@crs.com for a chance to be featured in future issues of TRS!
This long-standing tradition exemplifies Nevada RRC’s dedication to giving back and inspiring the community through collaboration and philanthropy.
Charity: Wounded Warrior Project
Texas RRC’s month-long Jingle & Mingle campaign combined fundraising for the Wounded Warrior Project (WWP) with educational luncheons on serving VA buyers. Members donated a minimum
Georgia RRC
Charity: GA Disaster Relief and GA Scholarship
At the GAR Conference in Destin, Georgia, RRC raised awareness and funds for the GA Disaster Relief Fund and Scholarship Program. Attendees were invited to purchase raffle tickets for prizes like Braves tickets and wine baskets, raising over $2,000. Promotions included QR-coded flyers, allowing attendees to donate directly to state funds. This effort highlighted the tangible benefits of the RRC community and encouraged members and nonmembers to pursue the CRS Designation.
The funds raised will assist REALTORS® and community members during crises and provide scholarships for real estate certification courses, showcasing RRC’s commitment to professional development and community resilience.
of $25 to attend events across five cities, raising funds for veterans’ medical treatments and home-building initiatives. The campaign featured presentations by Navy Federal Credit Union, offering insights into the unique needs of military clients. Attendees received
thank-you cards and Maggiano’s gift cards, adding a personal touch to the events.
By blending education and community impact, Texas RRC empowered REALTORS® while supporting veterans and their families.
Washington RRC
Charity: Knock Knock Angels and Martha’s Cupboard
Washington RRC supported families rebuilding their lives by partnering with Knock Knock Angels and Martha’s Cupboard. Efforts included furnishing homes for displaced families and providing essential household items.
Promotions through flyers, social media and newsletters ensured engagement, while a fall event raised $1,000 for Martha’s Cupboard. Volunteers spent months collecting donations, organizing raffles and delivering items, building meaningful relationships with recipients. This initiative underscored the importance of community solidarity, transforming lives and fostering a culture of generosity within the REALTOR® community.
Arizona RRC
Charity: St. Mary’s Food Bank
Arizona RRC partnered with St. Mary’s Food Bank to provide food assistance for seniors, a group significantly impacted by the economic downturn. On Jan. 17, 2024, members and business partners gathered to pack over 1,000 food boxes for seniors, exceeding their initial goal of 300. Adding to their efforts, the group packed 200 emergency food boxes, which were immediately distributed to those in need.
The project, led by Barbara Wilson, CRS, was a community effort. Members brought donations from December 2023 through the packing date and promotions via RRC’s events page, newsletters and social media ensured strong participation. Volunteers described the event as a “bonding blitz” and celebrated the immediate impact their work had on the community.
Arizona RRC’s philanthropic efforts continued a collaboration with Sleep in Heavenly Peace, an organization that builds beds for children in need. Members contribute bedding to ensure that no child must sleep on the floor.
Tennessee RRC
Charity: Isaiah House Tennessee RRC launched a Pajama Drive to support Isaiah House, an organization that assists children in foster care. Between June and September 2024, members collected over 150 pairs of pajamas, surpassing their goal despite limited volunteers.
Promotions through flyers, emails and donation boxes engaged the REALTOR® community. The drive concluded with a reception celebrating contributors and presenting the pajamas to Isaiah House, where they will bring comfort to children transitioning to new homes.
This effort highlighted Tennessee RRC’s commitment to helping vulnerable children, turning small contributions into meaningful impacts.
California RRC
Charity: Vera’s Sanctuary for Women California RRC dedicated its efforts to Vera’s Sanctuary, Orange County’s only licensed drug treatment center for human trafficking survivors. Members donated personal hygiene items, books and crafting supplies, which were delivered monthly to the residents. Each month, members also facilitated crafts to provide creative outlets for the women in recovery.
Promotions on Facebook and personal networks helped generate consistent donations. Volunteers dedicated approximately 60 hours over the course of the year, collecting, preparing and delivering supplies.
This initiative strengthened the connection between California RRC and its community, fostering hope and recovery for trafficking survivors while emphasizing the transformative power of compassion and creativity.
