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Don’t call with problems, call with resolutions

For many Asset Managers, agents calling with their problems rather than with their resolutions are some of the biggest headaches they get.

Now, granted, someone might argue that the problem can only be rectified by the AM and in those few and far between issues, ok…I get it however, it’s important to note than many agents just don’t take it upon themselves to solve problems.

Ok, I am not going to take the typical approach to this issue that you are accustomed to reading or hearing about. I am not going to tell you about how the AM is paid on a graduated performance scale and the more time he can spending closing deals, the more he gets paid and the happier we all are.

My approach to this is a little different. It’s how your silly call about what you need to do with all the personal property left in the home caused my very important call from my Title Agent to go missed by the AM and now we have a buyer wanting to walk from the deal at closing!

If you are one of those agents eating my AMs time because you don’t know what to do, how to do it, when to do it, go and get you some training. I don’t want to come off harsh or insensitive but, my AM doesn’t have time to teach you, he needs to close deals and the more deals he closes, the more successful I am so please don’t waster his time, it’s my money you are playing with!

Get proactive, call with a resolution, leave it on voicemail and tell the AM to only respond if necessary. Take ownership, satisfy all parties, save as much money as you can but most importantly, don’t waste my AMs time, it will come back to benefit you….and me!

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Comment by Oggie Penev - REO Team ARIZONA on August 22, 2009 at 3:34pm
Jesse, what are your little things?
I started a new post:" Little things matter" or just MANAGE YOUR AM.
Comment by Jesus (Jesse) Gonzalez on August 22, 2009 at 11:59am
Good Information Oggie
Comment by Oggie Penev - REO Team ARIZONA on August 22, 2009 at 11:33am
Little things matter!!!!!
- avoid contacting AM on Monday ( the busiest day of the week)
- avoid contacting AM in the last days of the month
- call to ask for business between 5th and 15th of the month.
- avoid calling - use e-mails
- always suggest at least two solutions to the problem
- if you have already made your two suggestions - do not question the decision of your AM.
- write your e-mail requests in such form that the AM can respond with "Yes" or "No".( time is in the essence )
- anticipate the needs of your AM
- know your AM - their week and strong sides (even if it is the same AM company... different AM have different approach of doing business).
- MANAGE YOUR AM ( probably this is the best advice I can give you)
- communicate with your AMs on such high level so they do not need to call you for update.
- when sending updates make sure the notes are good enough to be copied into official report.
- advise your AM what will happen in the next two weeks with open escrows.
- ask if your AM needs your opinion ( don't waste time with Real Estate cliches )
- your AM doesn't know everything...address your question to the right person and copy your AM ( escrow ? to the closing dept, billing ? to accounting.....etc)
- acknowledge the receipt of a important document or any requests.( I use : "Thanks".."OK".. "You got it"..."I am on it"..."Thanks, your rock!" ... "Thanks for the business"......)
- the comments are the most important part of your BPO
- pictures are the next one. (take it further... we do videos for our AMs)
- do not say it wasn't your fault. Get it done!!!
- it is not always about business, I use P.S. comments when it is appropriate.. remember ...know your AM ( example..."P.S. I am so happy today, it is raining in Arizona. It's been only few months." ...It's like blogging in you e-mails.)
- do not question the listing price even if it is far away from your BPO price.


I know that everybody has their unique way of doing business. What is your "Little thing"?
Comment by Johnny Huang on August 20, 2009 at 10:51pm
It's funny, I used that kind of attitude with my employees back when I managed a large hotel in my younger years. I told them, "Don't come to me with just a problem to complain. Come to me with a problem and give me a possible solution and I would tell them if that's viable solution."
Comment by George Bellino on August 19, 2009 at 10:37pm
Thank you for this post as it really made me open my eyes. It made me realize how my AM's were viewing me. I took notice today to started going to them with solutions to the problem I was bringing them. Now I have the mind set of an agent that is a problem solver and not just a deliverer of bad news.
Comment by Denise Stovall on August 19, 2009 at 9:22am
A professional giving professional results. Yes I am believer in emails and call ONLY w/ a clear resolutions in hand needing a YES or NO answer...this is best case scenario. Good communication is appreciated and our responsibility.

Remember to smile while on the horn!

Denise Stovall
Sonoma County, Northern California
Comment by Jesus (Jesse) Gonzalez on August 18, 2009 at 9:11pm
Great suggestion Billie....love it!
Comment by Billie Dalessio on August 18, 2009 at 8:36pm
Better yet, why take up any phone time unless it is an emergency- just send an email. There is plenty of REO training available- seek and ye shall find.
Comment by Frank Popeleski on August 18, 2009 at 6:32pm
I had one like this last week. The HVAC system, compressor and air hanlder all gone. I got my two bid's in ANTICIPATION that the REO manager would ask. Well he did, and I had them ready to go. You are very right Jesse, got to get in front of these things when you can.
Comment by Steve Adkins on August 18, 2009 at 6:07pm
Jesse, you're on a roll today! I agree 100%. Do what is needed to get the job done and the deal closed, as long as it's legal. We all have to do more then we use to, and in different ways, to get it done.

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