Ethics, Etiquette, License Law, and More!"? The real estate industry is suffering from a case of ill-mannered agents."? The Georgia Real Estate Commission a couple of years ago discerned that over 50 % of the complaints filed by the consumers against the real estate licensee had absolutely no violation of license law! Another 33-35% of the complaints were a great example of "fire first and ask questions later" premise."? In other words it was the "manners" of the agent that caused the complaint to be filed"but the end result was that a minor infraction, i.e. the initial was missing, the date was wrong, was discovered by the investigators. AND, unfortunately, only 10-15% of the complaints were actually filed as a "real life" complaint of a violation of the license law."? Now Georgia, as you know, is a pretty gentile state and known for its social graces."? So how can this be, you ask!"? Well breathe deep, because in further investigation it was found that almost every other state suffered from the same disease."? In almost every state the numbers were the same."? In researching further, I have found that the Grievance Committees of the Association of REALTORS is being barraged by an increase number of complaints and especially just phone calls seeing if they can file a complaint!! Much to their surprise, the consumer is often told that the "complaint' is not one that violates Ethics, but simply bad manners!"?

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As an educator, I had to then ask the question, "Are we teaching the "right' stuff'"? I posed that question to the gathering of ARELLO members in Jacksonville, Fl last spring. Serving on the Dias with Charles Clark, from the Georgia Real Estate Commission, and Glen East, EVP of the Northeast Florida Association of REALTORS, all three of us questioned what could be done about the acceleration of bad manners by real estate licensees"once referred to as Professionals."? Glen East showed that he was the boldest of us all when he disclosed that his Board of Directors has given him direction to file complaints against their own members when "he" finds there has been a violation of license law or ethics!"? Now that is being anticipatory! Why wait for the consumer and react!! Congratulations to Glen and his astute BOD."?

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The question still remains, "ARE we teaching the right stuff to new agents getting into the business' Interestingly, my daughter the attorney by education, informs me that even the law schools are realizing that their young professionals hitting the street are not prepared to take a client to dinner with the appropriate social graces."? So law firms, law schools, and recruiters are sending them to etiquette camp before they are released to the public!"? MBA programs are starting to add Business Etiquette to their list of classes and if you are a frequent browser at Barnes and Noble, Borders or other bookstore, you find that the number of newly authored books on the topic are immeasurable!"? Yes this insane, fast paced, rude society has caught the attention of everyone."? I recently polled the real estate educators at the REEA conference and through REEA line as to whether they are seeing an increased rudeness in the classroom."? It probably comes as no surprise to find the answer was an overwhelming "yes!!!'"? Here are a couple of examples:"? A student starts a fight with the instructor and tells them their information is outdated"during the class!"? During a recent retesting of a potential licensee, such licensee was caught text messaging for answers to the license exam."? Another agent was doing the same in the classroom!"? Consider that if the potential licensee has to lie and cheat to get a license what will they do to keep it?"? Big applause to North Dakota"the first state to pass through their legislature a requirement that all licensees take a minimum of 3 hours of etiquette before licensure!!!!"? And they only had 6 cases filed in 2005".3 of them etiquette based."? There's that 50%"? finding again!!

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As a result, Creative Learning Concepts has created a Real Estate Professional's Etiquette Class entitled Personal Skills for Professional Excellence."? The course is approved for one elective credit toward the CRS designation. Information can be found on the www.CRS.com or www.MarcieRoggow.com websites!"? Join the move toward increased professionalism for all and remember:"? Until someone gives you permission to refer to them by their first names, they are to be referred to as their proper name would indicate."? Until the next time".

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