THE RELATIONSHIP - National Association of REALTORS
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W I N N I N G S T R AT E G I E S F O R R E A LT O R ® A S S O C I AT I O N E X E C U T I V E S
N A R . R E A LT O R / R A E SUMMER 2021
THE
RELATIONSHIP
issue Build success
through shared
purpose with
leadership, peers Transparency
Page 10 Paradox
Page 13
In the Same Boat
Page 14
Governance:
Beat The Clock
Page 23
Summer 2021
FEATURES
Shared Purpose
Good relationships between AEs, staff, and
volunteer leaders are the key to helping
associations flourish. PAG E 10
The Transparency Paradox
Boards can’t allow member expectations
for transparency to compromise decision-
making, even in virtual meetings. PAG E 1 3
In the Same Boat
Collaboration helps keep REALTOR®
associations in sync with member needs.
PA G E 1 4
AE VOICES
A E commit te e chair up date
Adjust Your Setting
to ‘Gallery View’
PA G E 2
prof ile
10
Culture of Inclusion
Howard County (Md.) Association CEO
Jessica Coates prioritizes partnership,
member experience.
PA G E 2 8
go od read s for A E s governance
Life After Lockdown Beat the Clock
NEWS PAG E 9 PAG E 2 3
hot topic s
PA G E 4 small b oard
Raleigh, N.C., REALTORS® Bring NEED TO KNOW Software That Facilitates
Storybook Trail to Local Park human re s ource s Member Service
Relationship PAG E 24
in the sp otlight
PA G E 4
Repair and Reset
PAG E 1 8
leader ship development
Francks Wins Magel Award
All Aboard
law & polic y PAG E 2 6
memb er b ene f it s
PA G E 6 Gone Phishing
Save on GE Appliances; Securus PAG E 2 0
ONLINE
ID Offers Protection Against
ad vo c ac y NAR.REALTOR/RAE
Identity Theft
The New Realities of TWITTER: @RealtorAEmag
profe s sional development RPAC Fundraising FACEBOOK: @RealtorAEmag
PA G E 8 PAG E 2 2
New RCEs
NAR.REALTOR/RAE SUMMER 2021 REALTOR ® AE 1
AE VOICES
AE committee chair update
Adjust Your Setting
to ‘Gallery View’
During a recent National Association of
REALTORS® online meeting, I was looking
at my computer screen and couldn’t
figure out why it didn’t show all of the
participants. I wanted to hear the person
speaking, of course, but I also wanted to
see everyone’s faces. Then, it dawned on
me—check the view! So I clicked, and sure
enough: I needed to change my setting
to “gallery view.” Instantly, I could see my
peers and connect with trusted friends.
When thinking about the importance of
building relationships, collaboration, and successful across the country have three • Successful AEs recognize their own
trust, my meeting experience came to mind. fundamentals in common: strengths and weaknesses. They build
It made me consider just how many times I • Successful AEs build relationships teams and relationships with others
might need to adjust my personal view to a intentionally. Good AEs are friendly, who are strong in the areas where they
gallery setting to stay connected, build and work hard, and enjoy the people they might be weak. Leaders don’t worry
nurture relationships, and collaborate. meet along the way. Great AEs seek about someone else being stronger in
Both inside an association and in the out relationships with people they an area they are not—they embrace it,
larger REALTOR® association commu- admire and want to emulate. They get and they understand that the product
nity, building relationships and seeking involved at the local, state, and na- or outcome will be even better thanks
opportunities to collaborate are keys to tional levels, or they join an AE society to those complementary and combined
success for association executives. If I in their area. They seek out opportu- strengths. AEs can’t be expected to have
had to name a single trait of successful nities to give back and build a cadre of all the answers, but we can be expected
AEs, I would say it’s their ability to do trusted relationships. to connect the people who can find the
those two things continuously. • Successful AEs seek to collaborate best solutions as a team.
Success means different things to with others openly and share their As you read through this issue with its
different people, but the AEs I see as most knowledge willingly. The “greats” focus on relationship-building, remem-
take pride in helping others, and they ber to adjust your view to its gallery
access new ideas in return. The old setting to see all of the opportunities sur-
AEs can’t be adage, “The more you give, the more rounding you. There are no boundaries
expected to have you get back,” is central to who they to the success you and your association
are, and this includes sharing with can achieve through strong relationships
all the answers, but volunteer leaders, staff, and other and collaboration. n
we can be expected AEs. The world of “co-opetition” with
VGAJIC / E+ / GETTY IMAGES
neighboring AEs can be confusing, Janet Kane, RCE,
to connect the but when you seek ways to build each CAE, CIPS, is CEO of
people who can other up through collaborative oppor- MetroTex Association of
find the best tunities instead of thinking you can REALTORS® in Dallas and
do it all on your own, you’ve mastered chair of the Association
solutions as a team. this critical fundamental. Executives Committee.
2 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAE
2021–2022
RAE Editorial Advisory Board
430 N. Michigan Ave., Nicole Banbor, rce Kevin Juliano, cae
Chicago, IL 60611–4087
Metro Centre Association of REALTORS®, N.J. Pennsylvania Association of REALTORS®
500 New Jersey Ave., NW,
Anna Becerra Chuck Kasky, rce
Washington, DC 20001–2020
Harlingen Board of REALTORS®, Texas Maryland REALTORS®
800-874-6500
ContactNAR@nar.realtor Elizabeth Breen Misty Miller, rce
nar.realtor Santa Ynez Valley Association of REALTORS®, Calif. Ashland Board of REALTORS®, Ohio
Chair, Association Executives Committee Alice Clark, rce Peggy Misel, rce
Janet Kane, rce, cae, cips Northeast Louisiana Association of REALTORS® Midwest City Del City Moore Association of
REALTORS®, Okla.
CEO, National Association of REALTORS® Kimberly Cox
Bob Goldberg, e-pro Ozark Gateway Association of REALTORS®, Mo. Erica Mosher
Las Cruces Association of REALTORS®, N.M.
Chief Marketing & Communications Officer
Amy DuBose, rce
Victoria Gillespie
Bryan College Station Regional Association of Robert Olmstead, rce
REALTORS®, Texas Pinellas Suncoast Association of REALTORS®, Fla.
Vice President, Content & Creative
Susan Welter
Lorri Edwards, rce Kimberly Pontius, rce, cae
Executive Editor Columbus Board of REALTORS®, Ga. Aspire North REALTORS®, Mich.
Stacey Moncrieff, ahwd, cips
Brenda Fisher Sarah Rayne, rce
Contributing Editor Lubbock Association of REALTORS®, Texas Howard County Association of REALTORS®, Md.
Bob Soron
Amy Fletcher Carla Rose, rce
Manager, Advertising Long Island Board of REALTORS®, N.Y. Salisbury/Rowan REALTORS®, N.C.
Alvin Pulley
Megan Flewellyn Heather Tenney, rce
Ad Sales Representatives
Iowa City Area Association of REALTORS® Coastal Carolinas Association of REALTORS®, S.C.
Natalie Matter Bellis
Zach Buchanan
Megan Foos, rce Heather Wiedrich, rce
Justin Wolfe
nar@theYGSgroup.com Northwest Ohio REALTORS® Hometown Association of REALTORS®, Ill.
Suzanne Frazier, rce Kaaren Winkler, rce
Publication Production Aspen/Glenwood Springs MLS, Colo. Montana Association of REALTORS®
The YGS Group
Margy Grant, rce, cae Lisa Yelichek, rce
Managing Editor Florida Association of REALTORS® Massillon, Ohio
Rachel Markey
Ann Gutkin, rce
Senior Editor
Northern Virginia Association of REALTORS®
Ian P. Murphy
The REALTOR® AE editorial board reviews each issue and provides critical feedback, proposes story ideas,
Copy Editor
and stays in touch with fellow association executives nationwide to scout out new programs and products
Amanda Holahan
to share with the AE community. To join the editorial board, write an article, or contribute information,
email Ian P. Murphy, senior editor, REALTOR® AE magazine, ian.murphy@theYGSgroup.com.
Art Director
Megan Hacker
NAR's core values are Members First, Leading Change, Respect, Collaboration, Communi-
Senior Account Manager
cation, and Diversity & Inclusion. NAR actively supports the federal Fair Housing Act, which
Ellen Hoover
prohibits discrimination in housing because of race or color, national origin, religion, sex,
familial status, and handicap or disability. NAR’s Code of Ethics also prohibits discrimination
Questions and comments
on the basis of sexual orientation and gender identity.
email: ian.murphy@theYGSgroup.com
©2021 by the National Association of REALTORS®. All rights reserved. (ISSN 0034-0804) REALTOR® AE is a professional
magazine published four times yearly by NAR as a service for REALTOR® association executives. Articles in this magazine
are written from the perspective of the REALTOR® association executive. REALTOR® AE is an informational publication of
local, state, and national association programs, activities, and current trends and ideas in association management and
their practical application in REALTOR® associations. Views expressed in editorial and advertising in REALTOR® AE are
not necessarily those of or endorsed by NAR.
REALTOR® AE magazine archives are available online at nar.realtor/RAE. Reprint permission: Contact Wilma Veal,
wveal@nar.realtor. Distribution: Local and state executive officers, association staff, and local and regional MLS directors.
NAR.REALTOR/RAE SUMMER 2021 REALTOR ® AE 3
NEWS
hot topics
REALTORS® Bring Storybook
Trail to Raleigh Park
North Carolina’s Raleigh Regional Associ-
PHOTOS COURTESY OF RRAR
ation of REALTORS® recently employed a
Placemaking Grant from the National Asso-
ciation of REALTORS® to enhance Harnett
County’s outdoor amenities for children
with the creation of a Storybook Trail in
Cape Fear Shiner County Park.
The RRAR team installs a storybook outpost. Books will be changed out periodically.
RRAR worked with Harnett County Parks
& Recreation, the Harnett County Library,
and Raleigh Sign Design to create the trail’s “It has already gone a long way in Brett Bushnell, 2021 RRAR president.
infrastructure and design materials for the building relationships with the members “Placemaking helps foster healthier,
project. The feature places pages from a we have in that area and introduced us more social, and economically viable
children’s book along the half-mile, 16-stop to local leaders,” says Melissa Kolodziej, communities. It helps people feel a
trail to encourage children to read and enjoy RCE, AHWD, C2EX, director of community strong stake in their neighborhoods and
healthy outdoor activities simultaneously. relations for the association. commit to making things better.”
The first book selected for the trail was A “REALTORS® live, work, and volunteer To find out more about NAR’s Place-
House for Hermit Crab by noted children’s in their communities and take immense making Grant program, visit realtorparty.
author Eric Carle, who died in May. pride in working to improve them,” adds realtor/placemaking. n
NEWS
in the spotlight
Francks Wins Magel Award
Washington as a REALTOR® association executive a member of the Dr. Almon R. (Bud) Smith,
Association of and has an extensive record of participa- RCE, AE Leadership Society.
REALTORS® CEO tion, mentorship, and contributions. “Steve exemplifies all that the William
Steve Francks, RCE, Francks has served REALTORS® for R. Magel Award was created to recog-
CAE, was named more than 21 years with vision, enthusiasm, nize,” Andrea Bushnell, CEO of the North
the winner of the and integrity, WAR says, and has been rec- Carolina Association of REALTORS®, says.
William R. Magel ognized for his contributions and collabora- “Through his passion and dedication to
Award of Excellence tion at a regional and national level. He has the industry and our members, Steve has
by the National Association of REALTORS® been involved extensively in NAR, including gained a level of respect [that’s] rarely
during its 2021 Legislative Meetings in May. as 2011 NAR Association Executives Com- achieved. It is this achievement that the
The prestigious award is presented mittee chair and as part of the Governance William R. Magel Award is meant to honor,
annually to an individual who has excelled Game Changer PAG leadership team. He is and no one is more deserving.” n
4 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAE
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NEWS
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Securus ID Offers Protection
Against Identity Theft
State and local associations and
members are now eligible for a free
CyberAgent dark web scan report
from Securus ID and Experian. The
report searches databases of stolen
user names, passwords, credit card
numbers, and other information to find
out if any have been compromised or
offered for sale. TEMNIY / E+ / GETTY IMAGES
The Federal Trade Commission
received 1.4 million reports of identity
theft in 2020, twice the number seen
in 2019. And with large-scale hacks
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6 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAE
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NEWS
professional development
Congratulations
to New RCEs
These 23 REALTOR® association executives earned their
REALTOR® association Certified Executive designation after an
extensive course of study and exam. RCE is the only designation
created specifically for REALTOR® association executives.
It exemplifies goal-oriented AEs with drive, experience,
Carrie Andersen, Casey Angel, RCE
and commitment to professional growth. For designation RCE Raleigh Regional
Minnesota Association of
requirements and more information, visit nar.realtor/rce. Association REALTORS®, N.C.
of REALTORS®
Mike Barth, RCE, Ashley Baxter, David Belew, RCE Tonya Bell, RCE Matthew Church, Joanne Conroy, Michelle Davis,
CAE RCE Upstate Alliance of Greater RCE RCE RCE
Pennsylvania Tuolumne County REALTORS®, Ind. Chattanooga MetroTex Monmouth REALTOR®
Association of Association of Association of Association of Ocean Regional Association of the
REALTORS® REALTORS®, Calif. REALTORS®, Tenn. REALTORS®, Texas REALTORS®, N.J. Sioux Empire, S.D.
Rebecca Joshua Dix, RCE Lyn Gotwalt, RCE Kevin Juliano, Melissa Kolodziej, Jaime Lee, RCE Kristin
DeShazo, RCE Charleston Trident Centre County RCE, CAE RCE Texas Association Matuszewski, RCE
Georgia Association of Association of Pennsylvania Raleigh Regional of REALTORS® Oklahoma
REALTORS® REALTORS®, S.C. REALTORS®, Pa. Association of Association of Association of
REALTORS® REALTORS®, N.C. REALTORS®
Lindsey Wagner Steve Stevens, Joshua Veverka, Beth Wanless, Suzanne Scott Williams, Tiffany Gardner
Ruschak, RCE RCE RCE RCE Westrum, RCE, RCE Wood, RCE
Space Coast Kentucky Northern Virginia Ohio Association of CAE Ohio Association of Orange County
Association of Association of Association of REALTORS® San Antonio Board REALTORS® REALTORS®, Calif.
REALTORS®, Fla. REALTORS® REALTORS® of REALTORS®,
Texas
8 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAENEWS
good reads for AEs
Life After Lockdown
Post Corona posits that the pandemic may create opportunities for innovation.
Few would argue that COVID-19 will dis- a rate of about 1% annually. Fast-forward tech companies increased in value by $1.9
appear without leaving an indelible mark eight weeks, and e-commerce had grown trillion. Of those, Galloway names Amazon,
on society. In Post Corona: From Crisis to to 27% of retail. Apple, Facebook, and Google as “The Big
Opportunity, Scott Galloway, a professor The acceleration of the trend toward Four” that are now too big to fail, arguing
at New York University’s Stern School of digital commerce will have lasting signif- that as tech companies scale up, their inte-
Business, illustrates ways in which the icance in the business environment. If gration into our lives becomes a threat.
pandemic has accelerated broader trends there was any doubt that an organization
that are shaping the future of business. marketing a product or service without a Other Disruptors
Drawing on his experience as a serial digital presence would be left behind, the There is still opportunity in upheaval,
entrepreneur and the founder of com- pandemic erased it. though. When there is rapid increase in
panies including Red Envelope, Prophet, price without an increase in value or innova-
and L2, Galloway frames his analysis with The Culling tion, Galloway says, industries are ripe for
two main theses: (1) The most enduring Galloway’s “strong get stronger” proposi- disruption. He warns against venture
impact of the pandemic will be its role as tion includes examples of how cash-rich capital-funded “Fake it ’til you make it”
an accelerant of trends; and (2) Disruption companies with high stock valuations are business models and pseudo innovations
breeds opportunity—and the greater the positioned to consolidate the market. Com- that offer added features without adding
disruption, the greater the opportunity. panies attempting triage in the aftermath real value.
should overcorrect and act fast, he says; Higher education has a huge disrupt-
The Digital Divide perfection is the enemy of the good when it ability index, Galloway says. While offering
Published early in the pandemic, Post comes to emergency management. little change in their value proposition,
Corona says COVID-19 may have accel- Lessons that can translate to associa- colleges and universities have instituted
erated negative trends more quickly and tion management include acting quickly tuition increases of 1,400% over the last
with disproportionate impact. This further and without fear of making mistakes; doing 40 years. And those price increases have
tilted the scales of economic inequality whatever it takes to save members time, come without fully addressing inequities
in favor of the “haves” for individuals and including making websites as efficient as in access to education—similar to real
businesses alike. possible; and expanding convenience in estate’s recent reckoning with its role in
The marketplace effectively skipped products and services. Marketing sound- creating unequal access to housing.
a decade, Galloway says, and consumers bites won’t resonate if there’s no “there” Galloway concludes that a renewed
are now living in the year 2030. In March there, the book notes. sense of community and collaboration
2020, e-commerce represented just 16% While many weaker companies failed is needed to address societal inequities.
of all U.S. retail sales and was growing at in the early months of the pandemic, nine True capitalism, he says, turns selfish-
ness into wealth and stakeholder value,
setting the stage for altruistic behavior
USE
that helps lift all boats.
GUIN RAND OM HO
The marketplace Post Corona is widely available from
online bookstores. n
effectively skipped a
decade, and consumers Ann Gutkin, RCE, is
© PORTFOLIO/PEN
vice president of
are now living in the communications for the
year 2030. Northern Virginia
Association of REALTORS®.
NAR.REALTOR/RAE SUMMER 2021 REALTOR ® AE 9Shared
Purpose WESTEND61 / GETTY IMAGES
10 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAEGood relationships between AEs, staff, and
volunteer leaders are the key to helping
associations flourish.
BY M. DIANE McCORMICK
S
trong, sustainable relationships propel REALTOR® In recent years, the Northern Virginia Association of
associations forward, but the bonds between staff REALTORS® has expanded its roster of advisory groups and
and volunteer leaders can’t be left to chance. That’s forums while also attracting fresh perspectives by trimming
the consensus of AEs representing a variety of local volunteers’ terms in office from lifetime to a single year.
and state associations. The duty of AEs is to build “We took a philosophical approach that everybody who
cultures of trust and communication in which volunteers and staff applies gets a spot somewhere,” says CEO Ryan McLaughlin.
can work together for the good of the organization. “It’s getting harder now that we’re getting more applicants, but
Working with volunteer leaders “keeps the job fresh,” says we’re making it happen.”
Washington REALTORS® CEO Steve Francks. “I love my job, [and]
a big part of it is the people I get to work with. When it’s clicking Close Ties
and we’re sharing ideas and recognizing each other’s strengths Once you have good volunteer leaders, how do you keep them
and supporting each other, it’s really fun. This is fun.” engaged? By communicating clearly and consistently, creating
well-defined roles for volunteer leaders and staff alike, and align-
Training and Continuity ing everyone and their ideas with the association’s strategic plan.
The voices of volunteer leaders drive strategic plans that define “We try to start early to create an atmosphere that we are all
association goals—“what makes them more effective in their working together,” McLaughlin says. “Our leadership team is con-
communities, what helps them serve their clients better, and stantly communicating. We’re starting that communication very
what makes buying a house or selling a house a good experi- early and doing it often, so by the time the secretary-treasurer
ence,” says Mississippi Association of REALTORS® CEO Beth works their way up to president, we’re all a team, and we can trust
Hansen. “Our staff job is to support those goals.” each other.”
Leadership training defines the roles of association volun- The following can help AEs build close ties among volunteer
teers and establishes expectations for their participation. In leaders, members, and staff:
Washington state, programs spool out year-round to instill a • Communication. Vice President of Communications & Mar-
shared understanding of the association’s purpose and create keting Suzanne Westrum weaves a strong thread of communi-
“a culture of partnership and trust and mutual respect at every cation into the fabric of the San Antonio Board of REALTORS®’
level,” Francks says. leadership training programs. Through direct conversations
The Northeast Louisiana Association of REALTORS® uses a with volunteer leaders, she reinforces the association’s strate-
“leadership ladder” to train volunteers for the next level before they gic goals and public standing. “Those relationships are key to
take a new office. Passing the baton like this can help forward-looking understanding what our members want, what they need, and
initiatives. “Your hope is that you can help the one who’s in now what they’re not going to like,” Westrum says.
join ideas with the one who’s coming up behind, so you will have a • Transparency. Openness assures members and leader-
consistent legacy,” says CEO Alice Clark, RCE. ship “that you’re not hiding anything,” says Clark. Writing
NAR.REALTOR/RAE SUMMER 2021 REALTOR ® AE 11openness into policy—for instance, establishing proce- AEs should take the lead in ensuring financial trust, she
dures for sharing financial records with members—builds says. Recognize that volunteer leaders have a fiduciary
confidence and prevents misunderstandings that can responsibility to their associations but often need training in
lead to hard feelings. reading financial statements and spotting anomalies. “When
• Leveraging strengths. Early in San Antonio Board of you overshare and when you overcoach, it builds a huge
REALTORS® leadership classes, participants discover their amount of trust,” Breen says.
primary talents using a strengths-finding system. When most Breen’s treasurer reviews the association’s financial report
members of the board discovered that they shared certain with her before board meetings and then gives the report to the
strengths, “even they said we needed to get different personal- board. This gives board members “confidence that your treasurer
ities [involved],” Westrum says. is paying attention to the financials,” she says.
• Member-to-member advice. In SABR’s media spokesperson Clark became AE of NLAR at a critical nadir in leaders’ finan-
training, experienced members “bring realism” to greener cial trust: A previous AE had embezzled from the association’s
members. “I find that peer-to-peer is way more influential than accounts. “They were at the point of getting the lights turned off,”
me saying something,” Westrum says. she says. In the wake of the incident, the association developed
strict financial policies with guidance from legal counsel and
Easing Conflicts National Association of REALTORS® models.
Occasionally, leaders clash. AEs should be flexible and level- Rebuilding trust takes time, adherence to protocols, and
headed and present a unified front with top volunteer leaders “being an open book to the executive committee,” Clark says. “My
to demonstrate support for board decisions. “You have to do actions laid the foundation for them to be able to trust me for 10
everything according to what’s in the best interest of the general years now. Everyone—especially in leadership—has to know what
membership,” Westrum says. the financial policy is.”
At NVAR, a culture of open dialogue and trust lets leaders know At the Mississippi Association of REALTORS®, an operations
that “it’s OK to share opinions and have conflict, knowing that we’re committee oversees financial issues, Hansen says. The CFO
going to come around to a consensus,” McLaughlin says. Expecta- prepares the budget and reviews it with the committee “so they
tions of volunteers and staff are baked into NVAR training. Respon- understand where the money is going and [where] income is
sibility is assigned according to association management guru Bob anticipated,” she says.
Harris’ mantra: “Boards govern, staff manages.” If there are budget changes to present to the board, the com-
Westrum doesn’t just resolve conflicts; she also ferrets out the mittee is brought into the discussion. “We want that examination
underlying issues. When NVAR triggered backlash from members and want it to be transparent,” she says. “It’s their association. We
after endorsing candidates in a city council election, for exam- want them to be comfortable with how money is being spent to
ple, she learned that it wasn’t the endorsements that members accomplish the goals of the association.”
minded. They simply feared that releasing endorsements publicly Board members’ due diligence requires knowledge of key
would drive a wedge between them and their clients. performance indicators that can alert leaders to a need for
Preventing conflict demands meticulous documentation. action, says Rob Olmstead, RCE, e-PRO, C2EX, AHWD, finance
“People have different memories of things, and part of our role as director of the Pinellas REALTOR® Organization, Central Pasco
staff is to keep track of that,” Westrum says. “It helps the board REALTOR® Organization in Florida, and Virgin Islands Territory
continue to see things factually and make better decisions. We Association of REALTORS®.
make sure they have all the information they need when they’re “If your revenues are lower than expected, for example, what is
making decisions, so they’re not just relying on hearsay or some- the reason?” he asks. “Can we correct any problems or do things
one’s memory from two years ago.” differently going forward?”
Financial Footing Ripple Effects
When money is at stake, trust is paramount. “There’s nothing that Overcommunicating to eliminate ambiguity helps build trust that
will derail an association from its key goals of serving its members carries into all aspects of the AE’s job, says Breen. “They look
and having a strategic plan faster than having to stop everything at you and think, ‘That’s an honest, trustworthy person who is a
and deal with financial issues,” says Elizabeth Breen, AE, Santa professional,’” she says. Once that’s established, “You have the
Ynez Valley Association of REALTORS® in California. ability, perhaps, to have more power in other areas.”
12 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAEThe Transparency Paradox
With widespread acceptance that the future of business meet- because being watched can result in less-than-optimal
ings will be a combination of in-person and virtual, questions performance. According to the theory, people operate most
about transparency in governance have arisen among REALTOR® effectively in environments where they can be open with
associations and their members. These questions are shaking one another about what they know and don’t know, change
up our long-held understanding of when to meet in executive their minds, and place more importance on the success of
sessions and who can participate. the group than on their own performance.
The question is whether deliberations on sensitive topics Boards might respond to member scrutiny by “performing”
should be done “in public.” How should associations respond as expected in public meetings—simply presenting reports or
to member requests for more openness, communication, and discussing noncontroversial topics. They then might call exec-
accountability from their elected leaders, given the expanded utive sessions more often to “hide” their debate and actions
capacity to reach people? while dealing with substantive issues, representing a decrease
Robert’s Rules of Order dictates that board meetings are gen- in transparency to would-be observers. Hence the paradox.
erally open to the members of the board and any staff or advisers To avoid a climate that inhibits discourse, board members
they choose to invite. But the board may opt to close meetings to should be open and intentional—transparent—in seeking all
rank-and-file members or the public whenever it sees fit. available information about members’ needs and interests.
In the name of openness and transparency, many pro- But they should keep board deliberations, member voting re-
fessional and trade associations have decided that board cords, and other sensitive decisions private to allow the board
meetings should be open to members and have added this to consider diverse points of view and have the difficult con-
provision to their bylaws. Many of us believe that transparency versations that are essential to organizational performance.
and openness are the best default position and should inform When you encounter a problem of sufficient complexity
the way an association conducts business. that the board should be free to discuss it privately, an exec-
Maryland REALTORS® has always allowed any member to utive session is appropriate to create a zone of privacy for a
observe board meetings. When we went virtual, however, we free and frank discussion. Association executives should par-
needed to make accommodations for attendees who were not ticipate in all executive sessions unless the meeting pertains
participants. We now livestream board and executive com- to their own salary or performance.
mittee meetings as webinars and have seen an encouraging Members’ desire for transparency can be satisfied with the
increase in member engagement in association governance. tools and resources used to gather information, as well as by
Policies and practices established in the name of the timely communication of important board decisions. But
transparency have benefits. That said, they can be counter- you can use executive sessions strategically to provide a zone
productive when applied without regard to board privacy. of comfort for decision-makers. n
Boards function most effectively when they can balance
transparency and privacy. Chuck Kasky, Esq., RCE, is CEO of Maryland
REALTORS® in Annapolis, Md.
Inhibiting Information Exchange
A theory called the Transparency Paradox says it’s critical
for leaders to temper transparency with zones of privacy
And trusting relationships with volunteer leaders make You do what you can to preserve their involvement and direct
for stronger associations, AEs agree. Hansen notes that she them in ways that are beneficial to the association.” n
is not a real estate licensee and has never shown a home
or written a contract, so she depends on her members to M. Diane McCormick is a Pennsylvania-based
share ideas and provide feedback about how the associa- freelance writer and author of Well-Behaved
tion is doing. Taverns Seldom Make History.
“They are gifting us with their time and their skills and their
abilities,” she says. “That is such a wonderful asset to have.
NAR.REALTOR/RAE SUMMER 2021 REALTOR ® AE 1314 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAE
In the
Collaboration helps keep
REALTOR® associations in sync
with member needs.
BY KIMBERLY R. PONTIUS
A
ny association executive who has been around for a minute or two has
likely mastered the art of collaboration. Some of the most fruitful collab-
orations happen between local and state REALTOR® associations.
Someone once told me that the difference between collaboration and
cooperation is that collaboration is the art of getting the right team in the
boat, while cooperation is getting everyone on that team to row in the same direction and
at the same speed. The relationship between the two skills is a symbiotic one, and AEs
need to practice them frequently to become proficient.
Christine Windle, director of community outreach for the National Association of
REALTORS®, says AEs can build collaborations by establishing robust local association
networks and connecting with state associations. “No association is an island,” she
says. “Even though each one serves a specific region, we share common goals. AEs of
REALTOR® associations large and small must keep in mind that collaboration is key in
MINT IMAGES RF / GETTY IMAGES
maximizing value back to members.”
Partnership Is Key
One association that has done so successfully is the 220-member Harlingen Board of
REALTORS® in southeast Texas. HBR is one of a group of four small- to medium-sized
associations in the region that leverage shared services, programs, and some events.
NAR.REALTOR/RAE SUMMER 2021 REALTOR ® AE 15Whether the Harlingen association is running an Aristotle vir- information we bring to the table is vital to our state association,”
tual campaign to raise money for a food bank, staging Habitat for she says. “There are so many local issues, we really have to sing
Humanity casino nights, filing for NAR grants, or cost-sharing on from the same sheet of music.”
educational events, partnering with other REALTOR® associations Collaboration doesn’t stop at the state line, however. CCAR
and colleagues has been key to HBR’s success. engages with REALTOR® associations in Canada to enhance
AE Ana Becerra says HBR relies heavily on the state associa- economic development in her region through participation in the
tion. Texas REALTORS® does an excellent job of communicating annual CanAm Days event in Myrtle Beach. Canada is the United
in spite of the state’s sheer size, she says, and has been great at States’ largest trading partner, and many Canadians look to
“meeting the local associations where they are.” coastal South Carolina for vacation and retirement homes.
Long before the pandemic, HBR worked with Texas REALTORS® CCAR has also participated in the International Real Estate
and other associations in the Grand Valley area to recruit local Conference (MIPIM) in Cannes, France, partnering with David
instructors and to broadcast seminars across the state. “I’ve been Bennett, CEO of the Pinellas REALTOR® organization in Florida.
with the association since I was 16 years old, and I learned collabo- Such high-level collaborations deliver innovative member services
ration by watching and learning from others,” Becerra says. and make both regions and their states more visible to emerging
global markets, Crowther says.
Prioritize Local Connections
Angela Shields, CEO of the 33,000-member Tennessee Build Grassroots Strength
REALTORS® in Nashville, says the bulk of TR’s work is legislative. Working with local government affairs directors is a reciprocal
But having been a local AE for many years, she believes in helping effort in Pennsylvania, where the state REALTOR® association
local organizations whenever possible. acknowledges that grassroots efforts are the best indicator of
Before COVID-19, TR did state association leadership business health. While local associations in the state employ eight
“roadshows,” supporting local events with leadership meet- or nine GADs themselves, Pennsylvania REALTORS® contracts
and-greets and RPAC events such as the PAC-a-Thon. Shields government affairs services to 25 local associations with small
says these activities will resume as the pandemic abates. TR memberships.
has met with local boards every other week on Zoom to find out Working with local associations on grants is another big part
how it can be of assistance. of Pennsylvania REALTORS®’ collaborative efforts, says Field Op-
Not every local association needs the same level of attention. erations and Grassroots Manager Chuck Liedike. One recent win
With those capable of handling things on their own, the state at the state level was a grant that covers costs related to sewer
association tries not to come across as a competitor. For exam- lateral service, the result of cooperation with multiple stakehold-
ple, TR won’t use a local association’s sponsors when it comes to ers. An infrastructure accomplishment for property owners like
events or fundraising unless there is a noninvasive partnership. this really shows off REALTOR® value, Liedike says.
“We focus on bigger projects to bring members together,” Shields Liedike is big on building the REALTOR® brand. “We’re pushing
says. “We like to collaborate on all projects. The locals keep us strong on getting REALTORS® to get involved, and we’re working
grounded with the members.” with local associations, especially in the rural regions, to find and
develop fresh new talent among REALTORS® for new community
Look for Mutual Benefits leadership at the local level,” he says.
Already substantial before the pandemic, reciprocity between Local and state REALTOR® associations around the coun-
the Coastal Carolinas Association of REALTORS® and Carolina try are getting more of the right people in the boat and getting
REALTORS® has expanded in the last 18 months, says CCAR CEO them all to row in sync. Even through the choppy waters of the
Laura Crowther. Meetings between the state association’s CEO pandemic, that willingness to work together has helped more
and local associations increased in frequency and in content REALTOR® associations advance toward their goals. n
value, she says.
Having served as a senior vice president at CR, Crowther has Kimberly R. Pontius, CAE, RCE, GREEN, e-PRO,
a great relationship with the state association. She says local is CEO of Aspire North REALTORS® and Northern
associations shouldn’t view their role as subservient to the state Great Lakes REALTORS® MLS in Traverse City,
organization, but instead view it as a partnership with great Michigan.
potential for reciprocity. “With 4,600 members, the grassroots
16 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAEIt’s REALTORS® Are Good Neighbors Volunteer Days and
there’s no better time to make your mark on your community.
Choose a good cause, then plan a volunteer activity, and
rally your members to participate by using the marketing
materials in the promotional toolkit.
Log your volunteer time – and encourage your members to
do the same – to be entered into a monthly $1,000 drawing*
for charity!
*No Purchase Necessary. Void Where Prohibited. Subject to Official Rules at nar.realtor/rgn.
See full details and access the toolkit at nar.realtor/rgn/volunteer-days
@realtorsaregoodneighborsNEED TO KNOW
human resources
Relationship Repair and Reset
Eliminate the toxicity that can arise with workplace conflicts.
Even if you’re good at developing relation- 1. Find a time to talk. First, there’s Third, invite dialogue: “How do you
ships, you may find yourself in a situation the approach: “Do you have a minute? see it? Help me understand your view of
where a work relationship has been im- Can we talk?” Then, offer the issue the situation.” Support conciliatory ges-
pacted by hidden agendas, conflicts, or per- statement: “We’ve hit some snags. tures by acknowledging any statement of
sonality clashes. Any further development I’m concerned that progress is being vulnerability the other party volunteers.
to the relationship will be unlikely until you slowed because we’re not communi- Say something such as, “I appreciate
ask yourself three questions: Do I want to cating well.” Then, a request: “I’d like to your saying that,” then offer something
repair this relationship? Can it be repaired? meet with you at your convenience to that establishes reciprocity.
How do I repair it? Let’s look at each. talk and find ways to improve our team- Then, wait for the breakthrough. If you
work. Are you willing?” bring empathy, emotional intelligence,
Do I Want to Repair It? The other person may be reluctant; to and active listening to the conversation,
Years ago, I facilitated a training session sell the idea, acknowledge the objection, a breakthrough is almost inevitable, even
in which we discussed workplace rela- show how meeting benefits the other with the most toxic individuals.
tionships. One of the participants said, person’s self-interest, and repeat the 4. Make a deal. You’ll know you’ve
“I need people to get my job done. I can’t request. For example, say, “I understand made a deal when you find a solution
do it without them.” There are times, your concern. My hunch is that we may with shared sacrifices and compromise
however, when people in positions of not totally understand each other’s point that benefit the relationship. A deal
authority or influence can be toxic. If we of view. I’d like to understand yours bet- should include specific directives on
need the person in question to do our job ter. Can we give it a try?” what each of you will do.
well, we need to repair the relationship to Suggest some guidelines for the discus- Don’t keep score. The goal is not
protect ourselves. The common advice sion: “Let’s limit interruptions so we can to resolve the past but to ensure a
says to get the toxic person out of your focus on the issue at hand. And let’s agree good business relationship going for-
life, but in a work setting, that may not be to try to find a solution we can both accept.” ward. If you are forced to discuss the
possible. We need to make the best of a 2. Set the context. This involves re- past, focus on your interactions with
difficult situation. moving any landmines that could blow up the other party that contributed to
the effort to talk. Find a quiet place where the breakdown. This will help you
Can It Be Repaired? interruptions are limited, make sure it’s understand what you can change to
Relationships can be repaired when comfortable, and consider having food and move forward. Don’t try to change
we approach the other individual with beverages available. the other person, and don’t get into
respect for their needs and interests. 3. Talk it out. First, express apprecia- the blame game.
To effectively repair a relationship gone tion: “Thanks for taking the time to meet. Once the relationship is mended or you
wrong, you need to understand what the I’m hopeful we can find a solution that’s have discovered a workaround, use the
other person wants and needs. You might acceptable to both of us if we commit to experience to build stronger relationships
have to set aside your own needs to do staying at it long enough.” with others going forward. n
the right thing, but if all goes well, your Next, identify the issue—and it should
needs and wants can still be met. always be strictly a business issue: “We’ve Carole Kaptur, SHRM-SCP,
hit some snags on the committee. I’m con- HCS, GRI, C2EX, is a
How Do I Repair It? cerned progress is being slowed because consultant in NAR’s
In attempting to repair a relationship, you we aren’t communicating well.” Or “I’d like Strategic Association
will wear two hats: one as negotiator and us to resolve the difficulty we appear to Management Services,
one as mediator. There are four basic be having in working together to ensure a Talent Development and
steps to this process: good business outcome.” Resources group.
18 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAEKeep your members safe
on the job year-round
with tips and tools
from the REALTOR®
Safety Program.
Take a look at the new REALTOR®
Safety Toolkit for Associations!
Use the materials to develop a strategy for
your association or incorporate them into
your current safety program.
Resources include:
SHAREABLE SOCIAL EDUCATIONAL
MEDIA TIPS MATERIALS
nar.realtor/safety
WEBINARS SAFETY MARKETING
AND VIDEOS MATERIALS
SAFETY SAFETY
PRESENTATIONS FORMSNEED TO KNOW
law & policy
Gone Phishing
Look for red flags and take action to protect your association from cybercrime.
REALTOR® associations and MLSs are after taking all reasonable precautions, act
among cyber criminals’ latest targets. quickly to mitigate losses and repair the
Recently, fraudsters used a spoofed email damage by taking the following steps:
address to send fake invoices that so • Contact your bank immediately to ask it
closely resembled a vendor’s that several to recall or stop the payment.
REALTOR® associations fell prey to the • File a detailed complaint with the
scam, losing tens of thousands of dollars. FBI’s Internet Crime Complaint Cen-
A record number of internet crime com- ter (ic3.gov), ideally within 72 hours of
plaints were filed in 2020, the FBI says, the loss.
with reported losses exceeding $4.1 billion • Report the incident to your local FBI
nationwide. Business email compromises office and local law enforcement.
accounted for 43% of the losses, and they • Report the incident to Chubb’s cyber
included compromises of personal and hotline (800-817-2665) to be con-
company emails and requests for W-2 nected with a specialist who can help
information. “Phishing” scams in which triage the incident.
cyber criminals try to trick victims into giv- The National Association of REALTORS®
ing away confidential information, such as Insurance Program provides coverage
bank account details and login credentials, for losses related to cyber incidents
are also common. Exercise Prudence such as network breaches, ransomware,
The continuing rise in internet crime Not only is it smart for businesses to and email hacks, subject to a $1 million
emphasizes the importance of remaining exercise prudence and safeguard against limit. Payment of a fraudulent invoice in
vigilant and training staff to spot red flags. scams, the courts expect them to do so. the absence of a covered cyber incident
Be suspicious when receiving unusual Last year, in Jetcrete North America LP is considered social engineering fraud,
requests, links, and attachments, and v. Austin Truck & Equipment Ltd., 484 F. subject to a crime loss limit of $10,000.
always verify that you’re transacting busi- Supp.3d 915 (D. Nev. 2020), the U.S. Dis- Additional crime loss coverage up to
ness with a trusted vendor. trict Court ruled against a customer who $200,000 to help cover fraudulent
One of the best tools to combat internet fell victim to fraudulent wiring instruc- payment losses is available through the
fraud is at your fingertips: the telephone. tions and lost hundreds of thousands of Excess Insurance Program; associations
Whenever an external email requesting dollars, even though the vendor’s system and MLSs can purchase additional cover-
payment is received (especially when had been hacked. age from Jan. 1 to April 1 each year.
there’s a change in payment instructions), The court found that the vendor had Cybercrime is real, and it’s hitting close
the request should be verified using a taken reasonable steps to protect its email to home. Knowing the warning signs and
known phone number for the vendor. system, and that the customer also had remaining vigilant can help your associa-
This simple step can help avoid devastat- a responsibility to use reasonable care, tion avoid being a cyber thief’s next victim.
ing scenarios like a recent instance in which especially when red flags such as last- Check out all of NAR’s cyber resources at
a staff member thought she was emailing minute wiring instructions and poorly nar.realtor/nar-insurance-program. n
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her association’s CEO for approval of a large written emails should have alerted the cus-
invoice, but she instead emailed the hacker, tomer to verify the transaction. The court Deanne Rymarowicz is an
who, of course, approved the payment. noted that a simple phone call would have associate counsel in the legal
An association may also consider hiring uncovered the fraud. affairs office of NAR. She can
an outside firm to conduct phishing aware- If you discover that your association be reached via email at
ness training. has fallen victim to a cybercrime even drymarowicz@nar.realtor.
20 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAEHelp your members get fiscally fit. Managing personal finances can be daunting, but don’t sweat it! NAR’s Center for REALTOR® Financial Wellness is here to make money management less intimidating and more intuitive for your members. The platform provides financial strategies, useful tips, and even special offers from Morgan Stanley. They can also download FREE spreadsheets, guides, and calculators to help them manage business budget goals. Tell your members about FinancialWellness.realtor today!
NEED TO KNOW
advocacy
The New Realities of
RPAC Fundraising
5 strategies to get the money flowing before fall.
The COVID-19 pandemic has driven us 2. Provide opportunities for virtual receiving a gift for an RPAC investment will
to get creative with day-to-day member- recognition. You may not be doing as many be memorable. The Maryland association
ship services, and that includes RPAC virtual events now, but you’re still holding provides us with $99 Club and Capitol Club
fundraising. Initially, at least, REALTOR® virtual board and committee meetings, so ($250) pins to send to those members,
associations nationwide had great suc- make sure RPAC investors are getting recog- and we send Capitol Club members and
cess with virtual fundraisers, pointing nition. As host, you can add “Major Investor” major investors REALTOR®-branded gifts.
to the vital role the REALTORS® Political or “RPAC Investor” to the end of their Zoom Remember that when the association pays
Action Committee plays in protecting the names. Also be sure to recognize big donors for such enticements, it must apply the
industry as a reason to invest. on your website and social media pages. As one-third rule, which says the association
Now, after more than a year, it’s long as you’re not soliciting investments, you may pay part of the entertainment and
getting more difficult to attract members can thank investors publicly. enticement costs from its treasury as long
to virtual events. They’re busier than Are you currently holding virtual new as the amount paid is equal to or less than
ever and just plain Zoomed-out. But member orientations? Cultivate new inves- one-third of the total amount raised at the
we still have fundraising goals to meet, tors by recognizing attendees who have RPAC event.
and members still need representation. already contributed to RPAC. If you want to see dues contributions
Here are a few suggestions that can help 3. Don’t forget in-person recognitions. skyrocket, invest in a postcard mailer.
shore up fundraising: If you’re planning in-person events, recog- Before last year’s dues billing, my asso-
1. Keep plugging away at virtual nize RPAC investors there, too. Whether ciation worked with National Association
fundraising. I know—I just said that you put foil stars on your tabletop name of REALTORS® partner Real Strategies
members are Zoomed-out, and I meant tents or ask investors to stand and be to send two postcards to members. The
it. But if you can’t get them to participate recognized during general membership first explained how RPAC fought for them
in a two-hour virtual cooking class or a meetings, give them a plug. throughout the pandemic; the second
virtual bourbon tasting, try a new angle. 4. Get brokers involved. REALTORS® made the case for investing in RPAC with
Suggest something that provides them love friendly competition, so why not get their dues. By the time we wrapped up
with real value in a short amount of time. brokers involved in an RPAC office chal- billing, HCAR had increased its participa-
My association is having a virtual lenge? Give away prizes to the offices with tion rate 25% compared to the year prior.
raffle for a bushel of crabs, and we’re the highest dollar amount raised, highest Members need to be reminded why
using Aristotle to sell tickets. We think participation rate, most major investors, investing in RPAC is vital to being a member.
it will be a hit because (1) It’s quick and and so on. Buy lunch, give out trophies, Not only will a postcard further educate
easy; (2) Marylanders love to pick crabs; or whatever you think will motivate them. them on membership value, it will give
and (3) The going price for a bushel of Make it clear that any enticements offered your association a healthy head start on
large crabs is about $400. Most states are for individual, voluntary RPAC contri- crushing its fundraising goals before the
prohibit or heavily regulate raffles, so re- butions and not contributions from the year begins. Start planning now! n
member to check your state gaming laws brokerage itself, since corporate/business
before undertaking such a fundraiser. entities are unable to give to RPAC. Sarah Rayne, RCE, AHWD,
There are lots of options. Visit 5. Use the mail. Many of your members e-PRO, C2EX, is director of
realtorparty.realtor to learn about email get more than 100 emails per day and operations for the Howard
campaigns, phone banking, and online open maybe one-quarter of them. But al- County Association of
events such as silent auctions. most everyone watches for postal mail, so REALTORS® in Columbia, Md.
22 REALTOR® AE SUMMER 2021 NAR.REALTOR/RAEYou can also read
