Transcript Personal Safety for Real Estate Salespeople

•
•
Personal Safety for
Real Estate Salespeople
Click the arrow above to move
to the next slide
www.fromadistancepublishing.com
1
Introduction
This program examines the main
areas of risk in the real estate
industry and provides useful tips
and possible solutions to some of
them.
Salespeople make their own
decisions and carry the
responsibility to act with caution for
their own safety.
They should not put themselves or
others at risk to conduct business.
They should always remember that
the preservation of personal
property is not the priority but rather
human life is.
This slideshow is Copyright and
may not be used or copied for
commercial purposes without
express permission of the author
and publisher.
2
Learning Objectives & Outcomes
To help protect real estate salespeople from the possibility of assault or harassment in the
workplace.
At the end of this program salespeople should recognize many of the most common dangers and be
able to take active steps to avoid them and maintain personal safety.
3
Here’s what you will learn
about personal safety
* Who the perfect
targets are
* The prime areas for
crime
* Some danger signs
* The buddy system
* Problems at Open
Houses
* How to avoid
situations at showings
and new-construction
sites
* Being alone in the
office
* How to avoid
dangerous pets
* How to handle
harassment and
nuisance calls
4
The Perfect Target
•
•
•
•
•
•
•
•
•
•
•
Female
Well-dressed
Business person
Works alone
Mobile
Easily targeted
Eager to meet new clients
Close personal contact
Has access to empty houses
Will take ‘clients’ on showings
Carries a purse with credit
cards
5
Another perfect target
•
•
•
•
A man alone
He must be ‘rich’
Has a car
Has a wallet with credit
cards
• Works back at night alone
• Has access to empty
houses
• Will drive ‘clients’ to
isolated locations
• Takes few precautions
6
Your best protection…….
.....is to be
aware and
follow your
instincts
7
All Business Activities Carry Some Level of Risk
Petty theft, bank robberies, break-ins, accident, hostility, fraud, embezzlement, car accident, fire
and flood are just some of the risks all companies and their people may be exposed to. The real
estate industry is no exception.
“There are some wonderful people out there but just a few are not so good.” Dr. Phil
8
Liability – it’s no joke
In an actual case reported by the
Alberta Real Estate Association, a
salesperson showed a home to a
prospective buyer who noticed a potbellied pig roaming the property.
When she went to pet it, the pig
reacted negatively and she lost her
balance, fell down some stairs and
broke some bones.
The person sued the homeowner, the
salesperson and the brokerage. The
brokerage was covered by insurance
but the insurer proceeded against the
salesperson to recover the amount…
………and won!
9
Prime areas for crime
•
•
•
•
•
•
•
•
•
The office, after hours
Dark and lonely parking
areas
The car
An empty house
An isolated property
A country road
Garages and barns
Back rooms and
basements
Where there are no
other people
10
Your Cell-phone
Keep it with you
Keep it charged
Know your ‘dead areas’
Enter important numbers
on speed dial
Consider a ‘code red’
emergency system with a
partner or the office
11
Attackers and other criminals like…..
darkness,
empty and isolated properties,
unguarded valuables and
to be anonymous
…because there will be no witnesses
to their crime.
They also like their human targets to be weak, vulnerable and
trapped as it helps to increase their chances of success.
12
Danger Signs
When a Buyer:
Has apparently just used or expresses need for
alcohol/drugs
Acts erratically or exhibits unusual behaviour
Has long silences
Has rapid mood swings
Constantly looks around to check things
Asks multiple personal questions and about
schedules
Makes sexually suggestive comments
Provides a vague list of housing needs
Is reluctant to provide identification or phone
number
Is evasive about personal history
Disappears from time to time without
explanation
Has no vehicle or credit card
Shows great interest in remote locations and
empty houses
Wants to avoid other people and your office
Is part of a mismatched group
13
The office after hours
Working back at the office has its risks.
Unwanted visitors; cleaning & maintenance staff;
other colleagues
Keep the front door locked, know another escape route, keep your cell-phone handy, let others know
where you are, don’t keep your back to the door, don’t let any unknown people in, and know where to
call for help. Park in a well-lit, busy area.
14
Dark & lonely parking areas
Park close to the office
Park in a well-lit area
Don’t go alone if possible
Always lock your car, remove keys
and valuables
If suspicious people are loitering
there, don’t go
Have your keys ready to open the car
Don’t try to carry too much to the
car
Be careful about people offering help
Alert security or police of any
unusual events
Walk confidently and with purpose
The later it is, the greater the risk
Follow Your Instincts
15
Isolated properties
Ask yourself these questions
before travelling to an isolated
property:
Do you know the people you are taking or
meeting there?
Have you ‘qualified’ them?
Are they alone or with others?
Is the seller or anyone else going to be
there?
Who is driving?
Does this showing match the buyer’s
requirements or is it out of line?
Will it be dark when you get there?
Can anyone else come with you?
Do you have a road plan to get there?
Does your cell-phone work in that area?
Follow your instincts
16
Your Car
Do not drive with a person who is unknown
to you
Keep a briefcase or some other barrier
between you and the passenger
Call from the car and advise the office where
you are going and who you are with so your
passenger can hear you
Keep a separate set of keys hidden in the car
Drive with the door locks on
Do not stop for or pick up strangers
Do not stop or drive off the road without
good reason
Beware of being a ‘Good Samaritan’ when it
could be a ploy
Do not spend more time in a car with clients
than is needed for the showings
Never lend the car to an unknown person
Park where you can be seen by others
17
Your car or theirs?
When you drive your own car you
have control of your environment,
your destination, and the
schedule so you can avoid many
of the potentially bad situations.
When your buyer drives, you lose
this control and you should be
more vigilant.
Keep a spare set of keys hidden
in your car.
If you are trapped in a car and
being forced to an unknown
location consider causing a
‘gentle’ collision with another car
at a stop sign or the lights.
18
Country Roads
Beautiful drives in the country with unknown people hold their own risks.
Requests by a passenger to take a detour or to stop and admire the view
should be avoided.
Be careful of ploys such as fake requests to stop for a ‘washroom break’.
19
The garage, barns and basements
Do you need to be there alone with a client? Consider opening the door and letting
the buyer see the buildings alone.
Being alone with an unknown person in an enclosed space which has limited exits and
is screened from public view may be dangerous.
20
Back Rooms & Basements
The nature of these
rooms is that they are
almost soundproof, have
few or no windows and
generally have only one
exit.
In the event of an assault
or threats, you should
resist anyone’s efforts to
force you to such an area.
21
Prime Times for Crime
When it’s dark.
From evening
into the early
morning hours.
In springtime.
22
Open Houses
The risks include:
just too many people
suspicious buyers
mischievous children
unwanted guests
Some solutions:
setting standards
limiting access
asking them to leave
personal safety measures
23
Just too many people
at your open house
How many of these people are actually buyers and how many are just tagging along? Crowds at
an open house can get unruly; become abusive; do damage; steal things; frighten others away;
track dirt in; let the pets out…but they may also buy.
24
Crowd Control
Alternatives, options & solutions
Some of these measures could provide negative reaction
from visitors who are not aware of security problems. They
may not be suitable for all situations.
Limit the number of visitors by having a preprinted notice posted at the front
door.
Allow only one small group at a time
Provide additional salespeople to handle them
Ask visitors to remove their shoes – apart from the desire to keep the house
clean it can also be a deterrent for those with criminal intent.
Provide a ‘sign-in’ book – this is not a popular activity for visitors but if they
realize it is for security purposes, most will comply.
Ask for their names and write them down
Note the visitor’s car number on arrival
Open House Waiver
It is almost impossible for a
salesperson to ensure the safety
of a seller’s property during an
Open House.
The sellers can be asked to sign
a waiver to protect you and the
company from any liability for
possible lost or damaged items
which occur.
The seller’s home insurance
policy may cover ‘mysterious
losses’. All valuable items
should be locked away.
26
Suspicious
Visitors
Sometimes buyers just don’t ‘feel’ right. You are not at ease with
them and your suspicions are aroused. This is where your instincts can come into play.
Examples of suspicious visitors:
A ‘gang member’.
A group of people where one keeps you in conversation while the others scatter around the house.
Young people who may not be the usual buying age.
Someone who hangs around for no good reason particularly one who arrives near to closing-up time.
‘Buyers’ who ask more about the sellers or you than about the property.
Someone who appears disinterested in buying any home.
Those who refuse to identify themselves.
27
Mischievous Children
at the Open House
Running, screaming, fighting, opening drawers, moving furniture, jumping on the
beds, and raiding the fridge……cannot be tolerated.
28
Setting Standards
If the rules of attendance at an open
house are displayed for all to see, then
most people are happy to comply. It
should be remembered that you are in
charge of your client’s house and in a
position of trust.
A typical list of rules could include:
“Welcome. This house is my client’s
home. Please help keep it clean and
secure by following these few rules of
attendance:
Remove your shoes
We may need to limit the number of
visitors if there are too many
Complete the attendance register (we
won’t contact you unless you ask us to)
Keep your children with you at all times
Thank you for your assistance.”
29
Asking them to leave
If……
there are too many people to handle
or they are unruly or rowdy
or suspicious or interfering with
business or not obeying the ‘rules’
…..it may be time to ask them to leave.
A simple, firm, unemotional request
such as: “I’m sorry but we have too
many people at this time and I have to
ask some to leave. Would you like to
come back later?”
An Open House is not public property
and a salesperson, acting on behalf of
the client, has the right to ask people
to leave or to deny access.
30
Unwanted Guests
They may include the ex-spouse/partner wanting to pick up some
of his/her ‘stuff’ or people excluded by the seller such as particular
family members, neighbours and even other realtors.
These people may be prohibited from entry or asked to leave. In
the event of refusal, have the owner’s telephone number handy and
the number for the police department. Make it plain you intend to
call.
31
Open House Safety Measures
• Use your Buddy System
• Unlock all doors on arrival for easy exit
• Identify visitors with a ‘sign-in book or
take down the car number
• If you are concerned about the visitor
don’t go to the basement, garage or be
the first one to enter a room.
Keep your cell phone with you and leave the house if in personal danger. Go to a
neighbour or some other safe refuge.
32
The Buddy System
This tried and true method of keeping safe
remains valuable to this day. Select a colleague
who you trust and make a mutual pact of support
for times of trouble. This person is the one you
call when you are getting ‘out of your depth’.
33
Showings
Ideally, all showings
should be with
‘qualified’ and known
buyers. Showing
properties to unknown
people can be a risk
particularly if it is at
night or at a remote
location. Meet them
first and then show
them properties. In
general, legitimate
buyers are happy to do
this.
34
Spontaneous Showings
Some buyers can be demanding
about showings and may call from
a sign and want to see the house
right away. Experienced
salespeople know that the chances
are very small that the person will
buy that particular property yet
the urge to show it is so strong.
The salesperson should expect the buyer to
provide identification and a telephone number.
Most buyers will respect the
salesperson who requires some
detailed information before setting
off on what could be a ‘wild 35
goose chase’ or worse.
New Construction
There are many dangerous situations in houses under construction. Examples included
unfinished stairs, loose boards, decks with no steps installed, broken glass, exposed
insulation, loaded power staplers and even exposed live wires. Take extra care in
showings. Unfinished homes are not good places for young children.
36
Keep in Contact
Keep a day-timer or other record of your appointments
so colleagues can track your movements.
Consider a ‘code-red’ system so that if you call the office
or your ‘buddy’ and use a predetermined phrase, they will
know you are in trouble.
If your car has a ‘global positioning’ device, inform the office.
37
Alone in the office
Working late, weekends and
holidays
Unknown visitors
Service people
Cleaners
Colleagues
38
Unknown Visitors
There is a strong possibility that there will be unknown visitors while
you are working back late and it is hard to refuse entry. However, most
people today accept the need for security and you should not feel
obliged to open the door to them. Be ready to call security and/or the
police.
39
Service People
Often, cleaners and repair people are well
known or are easily identified. Take special
care that the doors are not left unlocked if
they leave before you.
40
Colleagues & Clients
How well do you know
them? It may not be a
comfortable feeling to be
alone with another person in
the office. Let others know
where you are.
41
Dangerous Dogs
Even dogs that are known
to you may bite or attack
for no apparent reason.
42
Dog Bites
•
•
•
•
•
•
•
there are nearly one million medical
cases for dog bites in North America
every year.
the most reported attacks are from Pit
Bull Terriers; German Shepherds;
Dobermans; Huskies; Rottweillers and
Chows
60% of all reported dog bites are for
children
children under 5 are most in peril
the most commonly bitten parts of the
body are the hands and the face except
mail delivery persons who are most
commonly bitten on the lower legs
most bites are from dogs already known
by the victims
most bites occur at the dog’s home or
the victim’s home
The greatest injury could be the feelings
of terror from an attack and the ensuing
loss of confidence.
It’s no joke.
43
The Danger Signs
Obvious evidence of a resident dog such
as an empty leash or food bowls.
Perhaps you can see the dog asleep or
feigning sleep.
Other danger signs - the dog has puppies; maybe it is ‘on guard’; or snarling and moving
towards you with its ears down. Maybe he is one of the top breeds most likely to bite.
Could you be perceived as a threat to the dog or the family? Are you invading his 44
territory or are you showing more attention to another pet?
Like all dangerous situations, the best policy
is to be aware of them and take active steps to
avoid them.
Don’t assume that all dogs are good and friendly
Don’t take risks or allow others to
Ask the owner for assurances of safety for you &
others
Suggest dogs are secured before showings
Know in advance where the dog is secured
Advise clients of the presence of dogs at the
property
Don’t take risks or allow others to
Have a “safety zone” in mind
45
Keep children away from them.
Please don’t……
•
•
•
•
•
•
•
•
•
•
•
•
•
be too friendly with unknown dogs
bring your face down to the dog
surprise or startle the dog
wake it with a start
come between the dog and the food or the
puppies
appear to threaten its owner or the property
challenge or play with unknown dogs
enter a house quietly or “come around the
back”.
be silent/stealthy
make loud unusual noises
smile at a strange dog as he may be perceive it
as ‘baring your teeth’.
leave young children alone with a dog
approach a strange dog
The dog may know you but how about the
‘strangers’ with you?
46
Chained Dogs
•
•
•
•
•
•
•
•
•
•
why is the dog chained up?
is he a wanderer or a fighter?
these dogs are often very territorial
and will bark ferociously.
they are a high risk when tethered
and just after release
stay far away from their tether limit.
do not tease them
do not play with them
do not feed them.
the best policy is to ignore them and
act normally.
they are a ‘magnet’ for children so
keep them away too.
47
What to do if attacked
Sometimes there is nothing you
can do to prevent a dog attack.
You may not even see it coming.
This is not a time to show fear or
to run away unless a safe refuge
is much closer and accessible than
the dog is. Even small dogs can
move very fast.
Beware the owner who says, “He won’t bite you. He’s harmless!”
48
If you are bitten
•
•
•
•
•
•
•
•
•
Stay as calm as possible
It may only be a ‘sneak attack’ with
just a nip.
If there is no easily accessible
refuge, then stay still
Do not have eye contact with the
dog
Remain standing with hands at the
side
Any movement should be very slow
and non-threatening
Try to give the dog ‘a bone’ such as
clothing, purse, cushion or some
furniture. Keep something between
you and the dog.
If you are knocked over or fall, curl
into a ball and cover your head and
ears
Back away very slowly when the
dog loses interest. Do not turn your
back.
49
Here’s what not to do
Run away
Move quickly
Shout
Act aggressively
Give commands
Touch him
Make eye contact
50
Responsibilities
•
•
•
•
•
•
Owners have responsibilities to
ensure their dogs are secured and
safe for all legitimate visitors
including salespeople and
prospective buyers
Salespeople have the responsibility to
advise the seller that dogs should be
secured
Salespeople should ensure that the
listing form shows the presence of a
dog and its location
Salespeople should not put
themselves or others in danger
Salespeople should advise their
clients to watch their children in the
presence of unknown dogs
Parents should keep their children
away from strange dogs
51
Sexual Harassment,
Abusive and Obscene Phone Calls
No one should have to endure
harassment in any form. It is a
form of discrimination and has a
negative affect on business and all
parties involved.
52
Harassment
Harassment is defined as any
behaviour which is inappropriate,
unprofessional, disrespectful and
offensive and which is so severe or
pervasive that it interferes with the
ability of reasonable people to
perform their job or obtain a service.
Sexual harassment is based upon sex
and may be verbal, non-verbal or
physical actions which are not asked
for or welcome and which may be
humiliating.
Many perpetrators are not aware that
their actions are harassing and may
consider it to be ‘innocent fun’. The
victims are generally aware that it is
abusive and that it is affecting the
enjoyment and effectiveness of their
work.
53
Examples of Sexual Harassment
•
•
•
Verbal – lewd remarks and jokes told in public, nicknames, asking personal questions, making
threats
Non-verbal – sending pornographic material to the victim by email or by text message or by
placing obscene images in public view.
Physical – leaning over someone, brushing against someone, caressing and pinching, physical
and sexual assault.
54
Finding a Solution
1/ tell the person you find the behaviour offensive and explain why
2/ put the concerns in writing if it continues
3/ ask a colleague or the manager to speak to the person if it still continues
4/ keep your manager informed
5/ document the instances of harassment
6/ consider filing a complaint if all else fails
55
Abusive & Obscene Phone Calls
What to do with these anonymous callers
who can be a serious nuisance
•
•
•
•
•
•
•
•
•
•
•
•
Keep calm and show no surprise, shock or outrage
Don’t enter a conversation when the caller’s intentions become clear
When any caller refuses to identify themselves it is time to hang up
Provide no information about yourself or others
If asked for your number, ask what number they are calling
Don’t try and reason with the caller
Hang up quietly and quickly
Tell your manager
Remember that the caller may be someone you know
Check your telephone company for other tips
Ensure you have caller ID
If it persists or is threatening, the police should be advised.
56
Angry People
In the event of being confronted by an angry
person who is out of control, remain calm
and do not trade action for action as the
situation will most likely escalate.
Concentrate on resolving the problem
peacefully.
Some situations call for ‘back-up’ or a
strategic withdrawal.
Yelling back at people
is unprofessional.
57
Suggestions for a
Peaceful Resolution
1/ Do not retaliate or try to ‘get the best of
the argument’. This will lead to increased
hostility.
2/ Listen and learn what the real issue is.
Respond by summarizing it back to the angry
person. Take it seriously and empathize.
3/ Respond to feelings rather than the issue
itself. Logical arguments may not solve an
emotional issue.
4/ People who are under the influence of
alcohol or drugs or who are in a heightened
state of excitement are unlikely to listen to
rational argument.
5/ In a face-to- face situation do not block the
person’s exit.
58
Summary
We have illustrated a number of risks that any
person may experience in both their business
and personal lives. Our aim here is to prevent
and avoid unsafe situations in order to preserve
your safety and your feeling of self-confidence.
Human life has priority over personal
belongings. Good advice is not to fight back or
try to apprehend an armed person who intends
to steal from you. However, there are other
situations that may call for strong resistance
when in fear of physical violence or being
moved to another location. Escape from the
situation to a safe refuge may sometimes only
be achieved by violent reaction.
The ultimate person responsible for maintaining
your safety is you. You should always be aware
of dangerous situations and avoid them.
Please direct any questions about this program
to ‘From a Distance Publishing’.
www.fromadistancepublishing.com
59
Making the Most of Real Estate
www.fromadistancepublishing.com
eBooks on demand
Your Next 30 Days – jumpstart your career
How to Buy, Sell or List a Small Apartment Building
How to Buy, Sell or List a Small Business
Fill those Vacant Apartment with Good Tenants
How to Build a Small Real Estate Empire from Scratch
Free Downloads
Personal Safety
for Real Estate Salespeople - slideshow
New House construction -slideshow
Forms
Blogs
What’s Your Problem ?
Newsletter
60