Max Lionel Realty (MLR), in order to build customer goodwill and satisfy its legal and ethical obligations, has decided to implement a program to:
- inform agents of legal and ethical obligations (particularly with respect to WHS and anti-discrimination legislation) and any standards or codes of conduct followed by the organisation
- promote high standards in professional conduct (see Real Estate Institute of Victoria (REIV) Code of Conduct and relevant legislation)
- inform clients, tenants and potential tenants of MLR’s commitments
- achieve employee and client buy-in for initiative.
You are an external consultant (from Ace Consultants) contracted to project manage activities to achieve the objectives above.
Quality standards for deliverables:
- clearly communicate legal obligations and REIV (https://reiv.com.au/) obligations
- contain as content or support company strategic directions
- no grammar or spelling errors
- professional but friendly language
- fair and flexible delivery for intended audience
- meet audience requirements and sensitive to information needs, cultural diversity.
Previous needs analysis for the project has uncovered characteristics and requirements of Residential and Commercial Agents and Clients:
| Agents | Clients | Tenants |
| ● under stress; time poor
● highly trained and competent in selling and managing real estate ● unaware of legal, ethical requirement. just want to please clients ● even if aware, have no idea how to apply to daily client practice |
● cynical: e.g. ‘why do I have to pay attention to MLR’s internal business? I just want them to manage my property.’
● time poor ● not sure of MLR obligations and commitment to best-of-breed client service and ethical practice, REIV code of conduct |
● sometimes feel discriminated against on basis of:
○ lifestyle ○ family status ○ cultural background ○ income, etc. |
| ● unclear on overall strategic aims of MLR
● culturally diverse. |
● feel it’s the agent’s obligation to fill rental/lease properties according to client wishes: e.g. ‘I choose who lives in/leases my property’
● culturally diverse. |
● residential agents have been rude or insensitive on occasion: e.g. ‘you wouldn’t treat your rich clients or investment partners this way’
● do not feel they are adequately consulted ● residential/commercial agents/clients have let themselves in without consultation ● inspections are sometimes unannounced. |
