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