23Rd MLS Congress New Ways to Build Trust and Influence

7/31/2019 23Rd MLS Congress New Ways to Build Trust and Influence

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NewWaysToBuildTrustandIn4luence

inRealEstateService

MaitaH.SiquijorMember,PAREB-Mun9nlupaRealEstateBoard

PrincipalBroker,LaMaisoneeManila,Inc.

[email protected]

h"p://www.residencesmanila.com

h"p://www.condoinmanila.com

h"p://www.estateclass.com


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PresentationObjectives

Toidentifythetypesoftrustinbusinessrelationships Toidentifytheclassicandnewenvironmentswheretrustandin4luencearefosteredasappliedtotheRealEstate

Service

Topresentnewapproachestogrowingtrustandin4luenceonlineandof4line


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TheCurrenciesofProfessionalBusiness

ThePROrealestatebrokerisanAGENToftrustandin9luence

Trustagentsarenon-salesoriented,non-high

pressuremarketers. Moreinterestedin

PEOPLE(prospectivecustomers,employees,colleagues),andusetoolsandmethodsthatcommunicateunderstandingofandempathywithcustomersneeds.


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Exercise

Looktothepersonbesideyou,introduceyourselfw/asmile.

Considerifyouhaveknownorhaveheard

aboutthispersonpriortotheconference.

Askhim/her,Wouldyouliketoco-brokermylisting?

Question:On9irstimpression,doyouthinkyoudliketoworkwiththisco-broker?


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TheCurrenciesof

ProfessionalBusiness

TrustDefn:Theexpectationthatanactor

(1)Canbereliedontoful9illobligations (2)willbehaveinapredictablemanner,and (3)willactandnegotiatefairlywhenthe

opportunityarises.

Levelofuncertaintyandriskmustbe

presentfortheretobeaneedfortrust

FromFurman,SusannePhd.BuildingTrust--h"p://www.usability.gov/arCcles/092009news.html#familiarity;(Zaheeretal.(1998))


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TrustandFamiliarity

Theremustbeasenseoffamiliaritywiththeotherpartyfortrusttogrow.Familiarity,asa

precursortotrust,isapersonsunderstandingof

anotherspastactionsorsituationandhelpspeople

reduceuncertainty.

Luhmann(1979),TrustandPower,ascitedinh"p://www.usability.gov/arCcles/092009news.html#familiarity


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TheCurrenciesofProfessional

Business

In4luenceThepowerorabilitytoaffect

someone'sbeliefsoractions,aperson

orthingwithsuchabilityorpower,thepowerarisingoutofstatus,contacts,orwealthandthepowertoproducea

physicalchange.

Translation?Powertomakethingshappen.


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TwoBasicLevelsofTrust

Personaltrust

Competencetrustreferstoeachpartygatheringinformationonpasttransactions

withwhichtheycanevaluatetheother

partnerstrustworthiness,skill,knowledge

andreputation.

Socialtrustreferstothein9luenceofsocialnorms,religion,andpersonalbonds.


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25WaystoEarnCustomerTrust

h"p://www.socialmediaexplorer.com/digital-markeCng/25-simple-ways-to-earn-trust/

1. Bepolite2. Dressneatly3. Smile4. Shakehandsfirmly5. Hugifappropriate6. Illustrateyourknowledge7. Makeeyecontact8. Speakclearly9. Shareideas,contentandpraise10.BeposiCve11.Askhowtheyaredoing12.Knowwhentoshutup13.UseaclearanddisCncCve

avatar

14.Talkabouteverythingbutyoumostofthe9me

15.Beconfidentyourproductorserviceisvaluable16.Makeiteasyforpeopletobuy,

butalsotoreturn

17.Saypleasethankyouandexcuseme

18.Admitwhenyourewrong19.Dontgloatwhenyoureright20.Holdthedoororelevatorfor

someoneelse

21.Paya"enContothosetalkingtoyou

22.Dontgossip23.Beopenminded24.Respecttheirrighttonot

answeroragree

25.Doallofthatconsistently


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ClassicTraitsofaTrustworthyPerson

Loyalty Accessibility Integrity ConsistencyOfBehavior Competence Reliability Fairness Predictability Commitment Goodwill(FromArgandona1999)

Suchattributesoftheprospectivepartnerhelpassureusthatthattheywillbeabletodothework,becountedontoholduptheirpartofthedeal,workconsistently,andcontributetothegoodoftherelationship.


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TheCustomerSpeaks

--Clienttes9monial:Anunsolicitedemailfromahappycustomersenttoadevelopersservicerepresenta9ve,May2012


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TwoBasicLevelsofTrust

TrustintheInstitution

Trustinanorganizationsformalsocialstructures,

whichareusuallybackedbysanctions,norms,

businesscontracts,andimplementationofsuch

normsandguidelinesintheindustry.

Theinstitutionoffersitsmemberssafetywhile

operatinginitsjurisdiction,andsecurityinteracting

withpartieswholikewiseobservetherules.Accessibilityisnotonlyphysicalaccessbut

transparencyindealings,meaningreasonableaccess

toinformationbetweenparties.

L l B d A F l


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LocalBoardsAreFamiliar

withTheirImmediate

Communities

h"p:/

/www.rplmx.com


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PAREBRPMLXforListings

Exchange Licensed

Brokers

FromMemberBoards

Listingsaredeemedreal/currentor

veri9iableby

partyofferingit.

Membershaverecourse&

immediate

feedback

mechanismsto

maintainfair

practice.


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ClassicNetworkingActivities

forBuildingTrust RegularmonthlymeeCngswithclients Highschool/universityclassreunions Monthlycarclubmeet,biblestudygroup,mastermindinggroups WeeklyMLSmeeCngsforlisCngsexchange One-on-oneconversaConsandconsultaCons One-to-onecorrespondenceforlong-distancerelaConships LeafleCng,coldcanvassing,sendingbirthdaycards*Keys:Conversa.on,rela.onships,andinforma.onexchange


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VirtualEnvironments

ExtendSocialLife&Service ComputerandMobileEnvironments:

Extendabilitytoengagemembersinyourcommunity Distributeinfotopromotelists,butalsocontributeknowledge

tothecommunity

Engageconsistentlywithfriends&customers(text,FB,Twitter) Getquickfeedbackdirectfromaccountholder Establishquicktrustwithrelativestrangers Drawback:Lossofprivacy

Extendthepotentialtoservecustomers2/7 Brokerageandsalesactivitiescanbeautomatedandavailable

24/7


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VenuesforEngagingin

SocialandBusinessConversation

Face-to-face

Websites,Blogsites

Onlineommunity&

SocialNetworkingFB,Pinterest,

LinkedIn,Twi"er

hat

Video

EmailSMS

lassic

Technology-mediated


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SocialNetworkandPrivateSpaces


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NewWaysToBuildTrustandIn4luence

forYourRealEstateService


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BecomingATrustAgent

TrustAgent(Brogan):1. Knowshowtoleveragethe

toolsoftheWeb,educatedbytheirownexperiences

2. Learnsbytrying,andisnotafraidtoexperimentwithnewapplicaConsordevices

AnyonewhowantstousetheWebtohumanizethebusiness.

Itsnotaboutthecomplexityofthetechnologytheyuse,buthowtheyuseittoamplifygood&understandunknowns.


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BecomingATrustAgent

6MovesofTrustAgents

1. Makeyourowngamebewillingtotakerisksandbreakfromthecrowd

2. BeOneofUsbepartofthecommunitybydoingyourbitandcontribuCngtoit

3. TheArchimedesEffectleverageyourownstrengthswisely

4. AgentZeroposiConyourselfatthecenterbyconnecCngpeopleandgroups

5. HumanAr9stlearnhowtoworkwithpeople;helpothersandbeconscienCousofeCque"e

6. BuildanArmyyouneedalliestohelpspreadyourideas


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BecomingATrustAgent

1. Makeyourowngamebewillingtotakerisksand

breakfromthecrowd

Innovate,dothingsdifferently.

Knowtherulesbeforeyoubendthem.

Usejudgmenttoknowwhento

playinthesystemoroutofit.

Brogan&Smith(2009),TrustAgents:UsingtheWebtoBuildInfluence,Improve

-


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BecomingATrustAgent

2. BeOneofUsbepartofthecommunitybydoing

yourbitandcontribuCng

toit.Engagethecommunity,ask&

listen.

ontributefreemiums.

RememberthattheonlineworldisaboutrelaConships,

notcampaigns.


-


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SharingLessonsfromtheField


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Pinterest,DreamHomePinboard


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BecomingATrustAgent

SignalsofTrustinSites

Design:Elaboratevs.simple

Longevity:Newvs.old

Volumeofproduc9vity:oldvs.new

posts

Commentquality/no.:anbelinkedto

YahooProfilesifyourejustusing

email.

Domainname:Main?.com?

Sitew/AboutPage/Picture:Not

Anonymous

Twier/FacebookProfile:Everywhere


-


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BecomingATrustAgent

3. TheArchimedesEffectleverageyourownstrengthswisely

Trynewthingsbutfocusonyourcorecompetence;e.g.writewhitepapers,booksbutyoudontdoeverything

UseyourCmewisely;delegatelow-priorityprojectssoyouhaveCmetofocusoncoreacCviCes&PEOPLE


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BecomingATrustAgent

4. AgentZeroposiConyourselfatthecenterbyconnecCngpeopleandgroups

reateprofilesthatshowcasetheyourcredenCalsandservices.

Itsnotwhoyouknow,butwhoknowsyou!

MakesureyourefoundthrugoodWeblinks.

MaintainarelaConshipwithyourdatabase(e.g.viaMailhimp).

Trycheckingyourinfluence&reputaCononline.


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CheckHowYoureDoing

GoogleAlerts Rankhecker.com ompete.com Twi"erGrader.com Klout.com


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BecomingATrustAgent

5. HumanAr9stlearnhowtoworkwithpeople;helpothersandbeconscienCousofeCque"e

ReducecommunicaConanxiety,respond0-24hoursfromreceivinganymessages.

LearnhowtosayNo.

ObservecommunityneCque"e&

eCque"e.Behelpful,bepresentbeforethe

sale,andbeavailable.


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BecomingATrustAgent

6.

BuildanArmyyouneedalliestohelpspreadyourideas

Donthesitatetopartner.

Findamentor.

ScaleupyourservicebygoingintocooperaCve/affiliatemarkeCng,sharing

contentandideas.Ifyoudontliketoblog,partnerwith

someonewhoknowshowtoandpromoteyourservice!

Con9nuetokeeptheTrust,givebacktothecommunityinposi9veways.Those

whobelieveinyourpassion,visionandgoodworksspreadyourinfluence&reputaCon.Withthisyoubuildalegacyembeddedintheonlinecommunity,well

beyondyourlifeCme.


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References

Brogan.andSmithJ(2009).TrustAgents:UsingtheWebtoBuildInfluence,ImproveReputaGon,andEarnTrust.Wiley&Sons.

inFurman,S.BuildingTrust(2009)onhp://www.usability.gov/arGcles/092009news.html#familiarity.

SiquijorM.H.(2007).EvaluaGngLearnerSupportforWorkplaceE-Learning:ACaseStudyofDriversofAdultLearnerMoGvaGonandSaGsfacGoninthePhil.lobalTradeE-learningProgram.DissertaConsubmi"edandapprovedSept.2007,SheffieldUniversity.

Wang,Y.D.,andEmurian,H.H.Anoverviewofonlinetrust:Concepts,elements,andimplicaGons.ComputersinHumanBehavior,21,2005:105-125inFurman,S.Building

Trustonhp://www.usability.gov/arGcles/092009news.html#familiarity.

WengerE.McDermo"R.,andSnyderW(2002).CulGvaGngCommuniGesofPracGce:AuidetoManagingKnowledge.HarvardBusinessSchoolPress.

Sites: hp://www.klout.com hp://www.RankChecker.com hp://www.Twierrader.com hp://www.Compete.com hp://kylelacy.com/the-definiGon-of-influence-in-markeGng-and-social-media/ hp://www.facebook.com/maita.siquijor hp://www.pinterest.com hp://www.linkedIn.com hp://www.socialmediaexplorer.com/

hp://www.propatalliance.com/trust_definiGon.html


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Thankyou.

MaitaH.SiquijorMember,PAREB-MUNREB

LaMaisone"eManila,Inc.

[email protected]"p://www.residencesmanila.com

h"p://www.condoinmanila.comh"p://www.estateclass.com

23Rd MLS Congress New Ways to Build Trust and Influence

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