Open Letter To Firms Updating Their Processes

Real Estate Broker/Owner with Total Care Realty NCRE# 257455

Open Letter to Firms Updating Their Processes




At total carerealty we pride ourselves on constantly pushing the envelope on new technology and new ideas to better serve our clients.  One important lesson in this constantly changing marketplace is that training is paramount.  Before pushing an agent into a new process where they will have to manage a change in software or how they do things they must fully understand it and be TRAINED.  However, to rollout a new system  to all agents without fully training that staff is simply irresponsible. Lost without training It affects that agent, and ALL their CLIENTS!! 



I am presently negotiating with a young agent on a home for one of my buyers.  I requested some paperwork on the home that is needed for the offer.  The agent by trying to use a brand new system rolled out by their firm.  Since I am familiar with the software (I trained and experimented with the software when it first came out and passed on it) I know what happened but, the agent sent me the entire listing paperwork package.  The Listing package is the listing agent’s entire file of paperwork on that home and the seller.  Now I got what I needed but I also got all the paperwork in their file giving me all the inside information on the seller and how much they owe on the property as well as much more.  In other words their client’s negotiating position was damaged.  I am bound by my fiduciary relationship with my client to use all the knowledge I get on their behalf.  So we are presently still negotiating but I have a feeling we will win.



PS we did WIN!

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The Author:

As the Broker-in-Charge, owner and founder of Total Care Realty, LLC, Larry is focused on quality of service. He believes in being on the cutting edge of any product or process that will help market the client’s property or help them find the perfect home. Larry has been consistently recognized as going above and beyond for his clients; he was described as a ‘personal concierge Realtor®’ early on in his Real Estate career. Drawing on his past experience of owning restaurants and working with new technology, innovation is his focus. Larry often says, “we are not afraid to take advantage of new technology as soon as it is available instead of waiting for a corporate office to tell us what we are allowed to do”. This is a benefit of being an independent Real Estate company. As a graduate of The Citadel, instilled in him is the importance of discipline, loyalty, focus, and determination. Marrying those ethics and ideals with the hard driving focus it took to own and manage restaurants for almost twenty years, has given Larry a passion to make sureclient satisfaction is the number one priority. “As your Personal Concierge Realtor® it is our job to help take care of every need of our clients.” Larry Story — Total Care Realty, LLC — 336-327-1841 also at

Copyright© 2010 By Larry Story, All Rights Reserved…



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Mortgage Assistance Relief Services Disclosure

FTC effective January 31, 2011

As a seller you may stop doing business with Total Care Realty at any time.  You may accept or reject the offer of mortgage assistance we obtain from your lender (or servicer).  If you reject the offer, you do not have to pay us.  If you accept the offer, our commission will be deducted from the proceeds of the sale their will be no additional fee to you for our services.  Total Care Realty, LLC is not associated with the government, and our service is not approved by the government or your lender.  Even if you accept this offer and use our service, your lender may not agree to change your loan.  If you stop paying your mortgage, you could lose your home and damage your credit rating


 "All information provided is deemed reliable but is not guaranteed and should be independently verified. Properties subject to prior sale or rental."


Comments (11)

Missy Caulk
Missy Caulk TEAM - Ann Arbor, MI
Savvy Realtor - Ann Arbor Real Estate

I think I can guess which system they used. Hey you got the sale! 

Apr 09, 2014 12:36 PM
Emcee M. Arah
Remax Excellence - Silver Spring, MD - Silver Spring, MD
Realtor w/Architectural Dimension, AHWD CRS B-Arch

That sentiment certainly doesn't pertain only to real estate. I think all businesses need to hear that statement. Training is paramount!


Apr 09, 2014 12:41 PM
Larry Story ALC
Total Care Realty - Greensboro, NC
Beneath it all is the Land, Covering all of NC


You would most likely be correct!



Yes it does but I know from experience many other industries have learned this lesson already the hard way.

Apr 09, 2014 12:44 PM
Cindy Edwards
RE/MAX Checkmate - Johnson City, TN
CRS, GRI, PMN - Northeast Tennessee - 423-677-6677

Very interesting!  I would say you had the upper hand in this one.

Apr 09, 2014 08:53 PM
Larry Story ALC
Total Care Realty - Greensboro, NC
Beneath it all is the Land, Covering all of NC


Yes it was given to us on a silver platter.


Apr 09, 2014 09:37 PM
Rick Frissell
HomeXpress Realty - Valrico, FL
aka "The Red Baron of Real Estate"

Larry, I look at the time invested to grow with technology and all it has to offer our clients and ourselves.  Hours upon hours go by and I often wonder how so many agents survive or even do well with "this is the way we have always done it."  I invest that time because, if it does not give me an edge today, it will be the only edge in the future and the others will wonder what happened.  A side note:  I was with Eastman Kodak for nearly two decades.  At a national sales conference, a territory salesman asked what our jobs would be when everything goes digital and film is not needed anymore.  The VP of marketing boldly claimed that film is the perfect binary recording system and there will never be enough computer capacity to record what a sheet of film can record.  I was eventually part of 100,000 employees that lost their job either to down sizing or attrition.  Kodak is now in bankruptcy.  If technology is not in our business plan and if we don't train for it, then we need to find a new career.

Apr 09, 2014 10:28 PM
Jaclyn Erwin
Jackson Erwin Realty, Inc. - Charlotte, NC


Technology is so important, but useless if we do not have the proper training. I know technology can be there are various levels of use. But, it is certainly helpful too. Sometimes I come across a real estate agent who for some reason or another does not have access to a smart-phone. Instead, he or she relies on a basic phone and often times need to go back and forth to the office just to check email, send documents, and basically correspond. Someone kindly introducing to the agent the pros of upgrading to a Smart-phone and how it can save time and money instantly would greatly enhance their practice. I'm not one to remain at my office for any length of time--as my office is wherever I am. Having access to the documents needed is so important an allows me to do all the other important tasks I have in both business and personal time. 

Apr 11, 2014 01:30 AM
Tammy Lankford,
Lane Realty Eatonton, GA Lake Sinclair, Milledgeville, 706-485-9668 - Eatonton, GA
Broker GA Lake Sinclair/Eatonton/Milledgeville

It expands beyond technology to "training" period.  I just had an agent from another firm with little experience and no training write an offer with a contingency that I KNOW needed to be there, but I work for my seller, so that new agent and her clients are screwed if the "thing" doesn't happen because it's not a contingent contract.  I just shake my head.

Apr 11, 2014 09:54 AM
Wayne Johnson
Coldwell Banker D'Ann Harper REALTORS® - San Antonio, TX
San Antonio REALTOR, San Antonio Homes For Sale

Sometimes agents get the best training available, but refuse to apply what's being provided and one gets a failure to execute.

Jul 18, 2014 01:55 AM
Pamela Madore
The Pamela Madore Group - Amarillo, TX
Team Work Makes The Dream Work

Training, training, training.  Our company uses technology to high degree.  Agents have to be willing to step up and be trained!  Good post.

Jul 19, 2014 01:04 AM
Lynn B. Friedman CRS Atlanta, GA 404-939-2727
Atlanta Homes ODAT Realty - Love our Great City - Love our Clients! Buckhead - Midtown - Westside - Atlanta, GA
Concierge Service for Our Atlanta Sellers & Buyers

Larry Story 
It is amazing that happened. Twice, I have received confidential info that never should have come to me.

One was a forwarded email from the Buyer's Mortgage Company to the Buyer's Agent who then wrote to me including the ENTIRE thread!!! We had multiple offers and the Mortgage Lender had written that the Borrower was at the top limit of everything available to him --- no flexibility at all.

You are right - Seller did not take his offer!

Have a happy day -


Mar 25, 2015 03:33 PM