How Has Transaction Management (TM) Been Advanced by the Arizona Association or REALTORS?

In today’s stressed and transitioning real estate marketplace, the definitions of innovation, achievement, and partnership seem to be in a constant state of change. It is rare that one organization can be credited with scoring all three designations, especially in its own backyard marketplace.

This story is not about the latest Harry Potter classic, or the newest Walt Disney super cinema, although in an era marked by a remarkable lack of forward thinking, it might qualify in the fantasy genre. This is the story of what has happened over the past few years between the Arizona Association of REALTORS®, their “best in class” state wide transaction management program, and over 500 of Arizona’s most progressive brokerage firms.

The program, launched early in 2008, hasn’t always been this successful. Industry historians will recognize that by 2008 the industry was feeling overwhelmed by the combined impacts of the “Sub prime” crisis, the recession, the mortgage disaster and the overall market collapse that was sweeping many markets across the nation.

In fact, they launched at a time when many “experts” announced that it was the perfect time “not” to launch a new service program, especially for a brokerage community that was living with the “crashing” end of the longest boom market in industry history, and that by and large had no idea the amazing impact that transaction management (TM) would ultimately have on their businesses.

“This program was born of a sobering reality and daunting decision. As I look back on it today I realize that there was a great deal of courage involved in getting to the right answer. The responsible players on the leadership, brokerage and staff sides were not exactly the swashbuckling types. But we felt in our hearts that something had to be done. We understood that a new chapter in the industry’s history had begun. We knew that, moving forward, the end of the boom also meant the end of how business was done. It was clear even then that technology, not personalities, would be the differentiating factor moving forward,” remembers industry technology pioneer and Senior Vice President of Information Services for AAR Ron LaMee.

“I do not ever recall in my career having undertaken as much research, study and brain storming as this project entailed. It was clear that we would need help and additional expertise, and we found it. We listened carefully to those experts. We studied previous efforts and found they had failed because:

  • Adopting “wholesale” pricing models had passed along too much of the costs to brokerages
  • Sponsoring associations had taken a “hands free” approach to implementation
  • Brokerages that had allowed agents to opt out of TM found that TM quickly became an ignored orphan within the brokerage operation

AAR also scored well with its technology partner PropertyInfo Corp (PIC) by using PIC’s hearty and dependable SureClose® TM system. Branded AAR TM, for the Arizona program, it has proven to have long legs, to be dependable and to incorporate relatively easily acquired skill sets for both agents and brokerage administrative staff.

In the 2011 marketplace TM players such as eEdge and Pulse have focused their energies on creating high performance, high productivity and high profit brokerage programs. But during those early days of innovation in 2008 what AAR needed and got from first generation player SureClose® was a high quality work horse capable of being stable and forgiving, a system for the long term backed up by experience with millions of transactions across the national marketplace.

“While PIC has been there every inch of the way.” says LaMee, “great credit must also be given to the strength of our organization at both the leadership and staff levels. We have been fortunate to have tremendous support from our elected leadership. Even when things got tough they were there for us all the way.”

Recognizing the importance of long-term local support, AAR has made a major staff commitment to this program. Today a measurable percentage of LaMee’s time, that of Nick Catanesi, AAR’s Director of Business Services and an implementation staff of four are engaged in making the program a growing reality for the Arizona marketplace.

At the present time AAR has signed up over 500 firms and the adoption rate continues to increase. Currently new firms are signing up at the rate of 3-5 per week.

“Despite our current high level of success, we have not forgotten how we got here,” said LaMee. “In the beginning we agonized over adoption rates, we were committed to making sure that AAR was directly involved in each implementation. I remember my “kick off” talk to the team on the first day they were hired.”

“Nobody’s done this before, so we start from scratch. We do it our way, which is the way that fits our brokers and agents. We’ll never know when we’ve perfected it, because we’ll never stop trying new things.”

Today in the Arizona marketplace that attitude and that spirit continue. In preparing for this article, thirteen brokers from large, medium and small brokerages were interviewed. The level of enthusiasm for the program was amazing. Oh sure, there were some negative comments, most of which came from individuals who still long for the return of the MLS book. But even more amazing was the level of support both brokers and agents expressed towards their association, and the fact that its innovative and creative thinking was positively impacting their ability to compete in today’s remarkably new real estate marketplace.

In 2011 Transaction Management is now a proven commodity whose impact is reaching far past “paperless” and into the world of competitive management. Over the next year, thousands of firms from Arizona and across the country will grow to understand why TM will become their most important tool. Our industry is, already, in the midst of its most significant operational transition since the computerization of the MLS. Among the many lessons we have learned are the following five stages of TM acquisition –

Stage One:         The brokerage accepts the fact that an automated transaction management (TM) system could possibly have some benefit so long as it did not:

1) unduly upset the agent panel,

2) add to the agent workload and,

3) have compatibility issues with the firm’s existing technologies.

Stage Two:         The brokerage uses the TM system as an alternative “paperless” document storage system.

Stage Three:       The brokerage begins to use the TM system to effect entry-level risk management techniques incorporating basic standards of practice for both internal and external service provider functions.

Stage Four:         The brokerage recognizes the importance of using the TM system to meet the expectations and demands of the contemporary consumer, and it becomes the foundation of its consumer experience and standards of practice programs.

Stage Five:         Finally, there is the grand discovery. If everything above works flawlessly, the brokerage discovers it can use its TM systems to improve overall management, productivity and profitability.

The industry owes a debt of gratitude to Ron, Nick, PIC, and the Leaders of the Arizona Association of REALTORS®. Thanks for demonstrating, once again, that REALTOR® associations can be part of their member’s business solutions. We have a long way to go, over the next few years, to meet consumer expectations and the challenge of new competitors, but the widespread adoption of TM programs means that we will ultimately get there.

We can do this.

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