Kevin McQueen

I completely agree with Marilyn and Victor (and Bob Hale / Larry Romito) on this one. I envision step one for brokers is to use client survey feedback as an internal tool to manage risk and evaluate agents' performance and their impact on the brand. Brokers *could* keep these metrics to themselves, share the success stories during internal sales meetings or they choose to brag about the results of some or all of their agents to consumers through multiple channels. The point is that the broker remains in charge of how to leverage this asset. During planning sessions, associations and MLSs almost always talk about their strong desire to "raise the bar on member professionalism". When we ask what they have in mind, they talk about educational programs for the members and spending more money on various programs. I say, "Good luck with that strategy and how will you measure the results". That gets people thinking about alternatives. Rather, why doesn't the association / MLS provide the BROKERS with the tools and pay for it. I have seen a number of proposal and the cost is LESS than the educational programs and the results could be significant at raising the bar and empowering the brokers to be more aware and accountable for agent behavior. I really like Larry Romito's story, (from his wise mother I believe). She said, if you want teenagers to misbehave at a party, turn the lights out. In this manner, I believe that we must turn the light ON in our industry right now if we are going to have a positive impact on agent behavior, empower the brokers to do their part and have a chance to raise the bar in the mind of consumers. They are the (only) ones that really matter, right? What is the cost of bad-behavior? It's huge. (thanks Jay Thompson for causing me to think today). I believe this is the last call for organized real estate - associations, MLSs and brokers, working together on this topic. Avoid it much longer and it will be too late to change consumer perception about the industry. The cost to do this is so incrediably low and the benefits of shining the bright light of success on the good ones is very powerful. What's stopping you? Kevin McQueen President, Focus Forward (248) 374-1045 kevin@kevinmcqueen.com

Awesome progress by thoughtful and forward-thinking people. Congrats to the leaders for your achievements. The times they are a changing' These are very exciting times indeed. Kevin McQueen President, Focus Forward (248) 374-1045 kevin@kevinmcqueen.com

Kevin McQueen President, Focus Forward (248) 374-1045 kevin@kevinmcqueen.com