Listing Bits

How does design impact a real estate brokerage? Does it go beyond aesthetics to influence processes? How does quality design shape the user experience? And what are the benefits of an in-house creative team? Matt Beall is the CEO and Principal Broker at Hawai'i Life, the state's largest listing brokerage with over $25M in annual revenue across 13 commercial locations. He founded Hawai'i Life in 2008 to solve for representation of properties in marketing and digital technology, and now the firm does thousands of transactions each year, representing approximately $1B in sales. Matt also produces the Worthshop Series, a unique industry event designed to facilitate content and conversation among real estate's brightest minds, and he serves as the cohost of HGTV's popular reality show Hawaii Life. Today, Matt shares his diverse experience in real estate, discussing how his background in sales, investing and running a traditional brokerage inspired him to found Hawai'i Life and what differentiates the company from other firms in the space. He explains the value of design in creating a clean and simple user experience and his decision to employ a full-time team of creatives and engineers. Matt also describes the benefits of being featured on HGTV in terms of brand awareness and credibility. Listen in for a preview of this year's Worthshop at Mauna Kea Resort and learn how the design focus at Hawai'i Life contributes to its company culture. What's Discussed: Matt's background running a traditional brokerage What inspired Matt to found Hawai'i Life in 2008 Hawai'i Life's recent merger with Joy International Why Matt employs a full-time creative design team Hawai'i Life's focus on simplicity in user experience The benefits of being featured on HGTV The aim of Hawai'i Life's annual Worthshop Series What differentiates Worthshopfrom other conferences The key aspects of Hawai'i Life's company culture How an 'ethos of reset' influences the tone of Worthshop Resources: Wake Interactive Hawaii Life on HGTV Worthshop Series CMLS 2018 Connect with Matt Beall: Hawai'i Life Matt on LinkedIn Worthshop 8

How does a tech company maintain a startup mentality after nearly five decades in the real estate space? Rapattoni has held on to its spirit of independence since its inception, embracing change and demonstrating a pride of ownership that is rare in the tech industry. Brian Tepfer is the Executive Vice President and CTO of Rapattoni, a 48-year-old startup that offers a suite of innovative software products and services designed specifically for real estate associations and MLSs. In his role, Brian is responsible for shaping the future vision of the company's MLS and AMS software platforms and keeping Rapattoni's products relevant and useful. He has been with Rapattoni since 2003, serving as Technical Operations Manager and Business Processes Manager before his 2014 promotion to the C-suite. Today, Brian shares his background in computer science and business administration, explaining how he got his start in MLS tech support at Rapattoni. He describes the startup mentality at the company, its distinction as one of the first internet-based MLS systems, and Rapattoni's decision to focus on the real estate vertical. Brian walks us through the latest developments in the organization, including the new Rapattoni Magic-Cloud AMS, recent updates to every piece of their MLS software, and Rapattoni's drag-and-drop custom report writer. Listen in for Brian's take on hot button industry issues like the front-end of choice model and the Upstream initiative—and learn how Rapattoni is working to provide one of the best MLS experiences in the rapidly changing real estate market. What's Discussed: Brian's background in computer science and business Rapattoni's function as an MLS and AMS software service Brian's initial role in MLS tech support with Rapattoni Brian's affinity for the startup mentality at Rapattoni How pride of ownership inspires Rapattoni's independent path Why Rapattoni ultimately chose the real estate vertical How the company dealt with the passing of Andy Rapattoni The advantages of the new Rapattoni Magic-Cloud AMS Rapattoni's focus on updating every piece of its MLS software How the custom report writer helps agents stand out Brian's belief in the front-end of choice model 'Makes everybody better' Requires separate listing input Brian's take on Upstream and its lack of cohesive messaging Rapattoni's intention to provide one of the top MLS experiences Resources: Rapattoni Magic-Cloud AMS Cloud AMS Cloud Streams Rapattoni's Custom Report Writer Greg's Blog on Rapattoni Cloud CMA Cloud MLX Gary Keller at Inman Connect 2018 Connect with Brian Tepfer: Rapattoni Brian on LinkedIn

'Defy mediocrity and deliver extraordinary experiences.' Century 21 has been in business for the past 47 years, and in that time, the branding has remained virtually unchanged. When Nick Bailey took the reins, however, he moved quickly to rebrand the company in a way that reflects the consumer-driven movement in the industry, engenders multi-generational appeal, and inspires his global team to deliver extraordinary experiences. Nick took on the role of CEO and President of Century 21 in August 2017, and he is responsible for the organization's 8K offices and 118K independent contractors in 80 countries around the world. He has 21 years of experience in the industry, earning his real estate license at the age of 21. Nick served as the VP of Growth and Development at RE/MAX World Headquarters for 12 years and VP of Broker Relations for Zillow Group for five years. He is a leader in franchising, brokerage management and technology, and Nick is known for increasing margins while mitigating the impact of economic change. Today Nick explains how his diverse background allows him to see issues through different lenses, including that of the consumer. He walks us through the Century 21 rebrand, discussing the company's new motto around delivering extraordinary experiences and the positive response to its new brand identity. Nick speaks to Century 21's reputation for training, his take on new models like iBuyers, and the consumer-driven movement in real estate. Listen in for Nick's insight on the necessity for open network, mobile-first technology and the healthy competition between Century 21 and Realogy. What's Discussed: How Nick's diverse real estate background helps create clarity The consumer-driven movement in the real estate industry Nick's insight on the core of Century 21's business Help affiliates grow companies Help agents get closings Century 21's new motto around delivering extraordinary experiences The positive response to Century 21's new brand identity Cross-functional (mid-priced AND high-end) Multi-generational appeal How a brand's design impacts consumer trust Century 21's reputation for training and education Nick's take on new models like Redfin and iBuyers How the process of finding buyers and sellers has evolved The difference between home search and home shopper How agents remain essential to consumers despite industry disruption Nick's preference for integrated, open network technology The healthy competition between Realogy and Century 21 Century 21's international presence Connect with Nick Bailey: Century 21 Century 21 on YouTube Century 21 on Twitter Nick on LinkedIn

88 MLSs serve 80% of REALTORS. The remaining 20% are served by the rest—that's nearly 600 MLSs! We know that consolidation will make it much easier for brokers to serve consumers, but what is the best way to approach the issue? How can we work to understand the 20% in rural, small town and resort communities and bring that group in to alignment with the 80%? Kevin McQueen is the President of the T3 Sixty MLS Division. He joined the firm with the express purpose of facilitating MLS consolidations, mergers and collaborations. Kevin has been a real estate consultant since 2000, when he founded Focus Forward to help MLSs and associations navigate the evolution of the industry. Prior to consulting, Kevin spent nine years as the CEO of Realcomp and eight years running technical operations for BORIS Systems. Today Kevin shares his path to consulting, from his early days with BORIS to his experience consolidating MLSs in Michigan at Realcomp. He explains the role of a consultant in facilitating strategic thinking and what led to his collaboration with T3 Sixty. Listen in to understand Kevin's mission to pick up the pace of MLS consolidation, addressing problem areas individually with a quiet, flexible approach. What's Discussed: Kevin's early experience with MLS technical operations How Kevin transitioned to MLS leadership at Realcomp Kevin's insight on the benefits of consulting Why Kevin chose the name Focus Forward The role of a consultant in facilitating strategic thinking Discussion about what's possible Organizational assessment Why Kevin sought a partnership with T3 Sixty The value of accurate data in decision-making to supercede emotion-based decision making in boardrooms The shrinking number of MLSs from 2000 to 2018 Kevin's mission to pick up the pace of MLS consolidation 88 MLSs serve 80% of REALTORS 20% served by the rest (nearly 600) Kevin's take on NAR initiatives as dividing vs. unifying Kevin's Do's and Don'ts of MLS consolidation Be flexible, modify business model Don't go into takeover mode Paul Prince's quiet and respectful approach to consolidation How Kevin's MLS map initiated a conversation T3 Sixty's approach to addressing problem areas individually Resources: Number of MLSs By State Paul Prince Case Study T3 Summit Connect with Kevin McQueen: T3 Sixty Email kevin@t360.com Kevin on LinkedIn Kevin on Facebook

What do you think of when you hear the term 'MLS'? The software vendors? The providers? The database itself? What about MLS executives? We tend to use the label as a catchall for all of those things, which can get problematic. Shelley Specchio has a handle on all aspects of the MLS system. In 1994, Shelley began her professional career publishing a home magazine for the Reno/Sparks Association of REALTORS. The association expanded in 2003 to become the Northern Nevada Regional MLS, and Shelley served as their VP of Sales and Marketing until 2008 when she transitioned to the role of CEO. Last February she became the CEO of the MIBOR REALTOR Association in Indianapolis, a unique organization that marries the MLS, the association, and a nonprofit arm to impact the community at large. Shelley is involved with NAR on the national level, serving on the MLS Executive Advisory Board. Today Shelley addresses the role of an MLS executive, discussing her own career path and the pros and cons of the position. She shares her take on the fear of disruption in the marketplace, the Upstream initiative, and MLS consolidation. Shelley explains what drew her to the CEO position at MIBOR, describing how the association, MLS, and foundation work in tandem to impact the community. Listen in for insight around using 'MLS' as a catchall term and MIBOR's adoption of the acronym BLC. What's Discussed: Shelley's career path in real estate The role of an MLS executive The fear of disruption in the marketplace Shifting from fear to strategic action Shelley's take on the Upstream initiative No one solution for pain points MLS needs to facilitate choice Other graduates of the 'Merri Jo School of MLS Execs' Why MLS execs often relocate as they advance The extensive travel required of MLS execs The shrinking number of MLSs from 900 to 672 What drew Shelley to MIBOR Economic development piece Opportunity to move community forward MIBOR's unique structure as an association and MLS The challenges of having a new boss every year How MLS execs build relationships with the board The confusion around 'MLS' as a catchall term Why MIBOR uses the term Broker Listing Cooperative Shelley's insight on future consolidation Less important to merge if data flowing Tech like MLS Gridcould facilitate Resources: T3 Sixty MLS Grid CMLS Brings It to the Table MIBOR REALTOR Foundation Connect with Shelley Specchio: MIBOR REALTOR Association MIBOR on Facebook MIBOR on Twitter Shelley on LinkedIn

Real estate professionals spend $9B annually to drive traffic to their websites, but less than 1% of that traffic leads to conversion. What's to blame for this abysmal data? The vast majority of customers are looking to get an answer to a quick question, yet they are met with an aggressive chatbot who demands their contact information before agreeing to provide any information. And even if they do acquiesce to giving a name and email address or phone number, they have to wait several hours for a response. Jatinder Singh and Katie Djurich have built a better chatbot, one that uses scripted AI to engage with customers immediately and understand their needs first. Jatinder and Katie are the visionaries behind Botplan, a chatbot for real estate that is compatible with Facebook Messenger, webchat and SMS. Available 24/7, the machine-learning tool initiates a dialogue with incoming leads, sets appointments and communicates the customer's needs to the agent. Jatinder's extensive background in the retail innovation space and Katie's experience with the real estate industry led to an interest in designing a chatbot that helps agents effectively automate this portion of their business—and enjoy an occasional family dinner! Today Jatinder and Katie explain the problems with the current chatbot solutions on the market and how Botplan addresses those issues. Jatinder explains why Botplan is transparent about being a virtual assistant and the distinction between the questions it can and cannot answer. He discusses Botplan's ability to understand customer needs and communicate those needs with agents and how the team has made adjustments to the platform based on customer interaction. Katie and Jatinder address the reasons why chatbots that demand contact information before providing value tend to be off-putting and ineffective and how Botoplan uses scripted AI to employ the soft sell. Listen in to understand how Botplan is reaching agents and how the platform integrates with Facebook and SMS as well as webchat. What's Discussed: Why Jatinder and Katie built Botplan The problems with current chat solutions Cost prohibitive Poor quality Limited availability How Botplan works with Facebook, SMS and webchat Why Botplan is transparent about being a virtual assistant How chatbots are compatible with a busy lifestyle The questions Botplan can and cannot answer How Botplan works to understand the customer's needs How Botplan communicates with agents How Botplan has made adjustments based on customer interaction Why chatbots that require contact information are off-putting Botplan's use of scripted AI to engage with customers Jatinder's background in the retail innovation space Katie's experience in real estate and virtual tours How Botplan is reaching agents Brokerages Tech platform providers Resources: Botplan Webinar Registration Connect with Jatinder Singh & Katie Djurich: Botplan Botplan on Facebook Botplan on Twitter Botplan on Instagram

'You can change anything you want to change. People can sit around and complain all they want, or they can do something about it. We're consultants. We want to go do something about it. We're tired of talking about it. Let's just go do it.' Victor Lund is involved in some of the most ambitious initiatives in the real estate industry. From Upstream to Broker Public Portal, Victor is passionate about solving big problems, and whether or not you agree with his approach, you have to respect his willingness to advocate for change. As the founding partner of WAVGroup, he serves as a consultant to large brokerage firms and MLSs with a particular focus on operational effectiveness, communications and strategic planning. Victor is also the founder and CEO of RE Technology, the leading real estate technology and media portal in the US. Today Victor shares how he made the transition from venture capital to real estate consulting. He discusses the role of RE Technology and its unusual practice of inviting companies to read their articles in advance of publication. Victor defends his advocacy for the Upstream initiative, explaining the scope of the project and the many benefits it will provide for industry players. He also speaks to the intent behind Broker Public Portal, clearing up misconceptions around how Homesnap functions as a partner rather than a vendor. Listen in for Victor's insight on tackling difficult challenges in real estate and cooperation as the way forward. What's Discussed: Victor's transition from VC to real estate consulting The role of RE Technology as the CNET for real estate Why RE Technology shares its articles before publication How WAVGroup's research department sets it apart The significant disconnect between brokers and MLSs Victor's participation in controversial initiatives Upstream Broker Public Portal Victor's insight on the benefits of Upstream Ease burden of agent onboarding checklist Instant automation of systems migration Efficiency for vendors to deploy products Data sharing between MLSs and brokerages Facilitates data integration (acquisitions) Automate systems (photographer, records creation) The incredible scope of the Upstream project The timeline for getting Upstream up and running Why Upstream uses Web API rather than RETS Victor's Upstream pitch for small brokerages Premiere information management system Why fear is the greatest challenge for the Upstream initiative The impact of Add/Edit on an MLS and its related market The intent behind Broker Public Portal Reimagine way consumers get info Consumer-facing website, benefit MLS The joint venture between Broker Public Portal and Homesnap How change of control provisions are built into the BPP/Homesnap contract How Homesnap reinvented themselves as an industry partner The concept of a parcel-centric database Resources: WAVes of Change UpstreamRE Broker Public Portal Homesnap Homesnap BPP Connect with Victor Lund: WAVGroup RE Technology RE Technology on Twitter Victor on Facebook Victor on LinkedIn Victor on Twitter

As the saying goes, the best CRM is the one you use. Today's guest has enjoyed great success onboarding agents to his platform, and when brokers with a strong training culture employ his software, agent adoption is as high as 80%--compared to the industry average 6%. So what's his secret? Zvi Band is the co-founder and CEO of Contactually, the leading intelligent CRM for real estate professionals. Agents have seen an average increase in GCI of 42% by staying in personal contact with their networks through Contactually, and the platform has facilitated $3B in deals closed. Zvi is also the co-founder and organizer of DC Tech Meetup, a monthly gathering of entrepreneurs, technologists and investors to see demos, launch products and network. Since its inception in 2011, the meetup has grown to a community of 18,000, making it one of the largest tech meetups in the country. Today Zvi explains how his nomadic childhood and an early passion for building things led him to become a software developer. He discusses the significance of relationships in furthering his career and walks us through the way Contactually functions to help real estate agents maintain important business relationships. Zvi shares the thinking behind his decisions to fund Contactually via investors, to offer a multifaceted onboarding process, and to give prospects a 14-day free trial without securing credit card information in advance. Listen in and learn what contributes to Contactually's success within a brokerage and how Zvi addresses agent concerns around sharing their contacts. What's Discussed: Zvi's nomadic childhood in an academic family How the Contactually intelligence CRM serves brokerages and agents Zvi's insight relationships as the most important asset you can have The value of cadence in maintaining relationships Why Zvi chose investors over self-funding The shift from raising capital to building a business Zvi's take on why Contactually enjoyed strong adoption early on Zvi's proposal around pooling capital to solve big problems in real estate tech The initial Contactually customer base of agents and teams How Contactually has evolved to serve brokerages Contactually's multifaceted onboarding process Why Contactually offers a free 14-day trial without requiring credit card info Contactually's growth from three to 70 team members The remote-friendly culture at Contactually What contributes to Contactually's success within a brokerage Provides tech AND systems Integration with other toolsets Open-ended training options How Contactually addresses agent resistance to sharing contacts with brokers Contactually's focus on helping brokers use available data Resources: Nintendo Labo Connect with Zvi Band: Contactually Zvi's Website Zvi on LinkedIn Zvi on Twitter

The vast majority of real estate professionals read the annual Swanepoel Trends Report for its analysis of the top developments shaping the industry. A phenomenal resource for agents, brokerages, associations, MLS firms and vendors, the T3 Sixty report offers in-depth research around what's happening in real estate—from investment in tech innovation to the direct buyer phenomena to the latest brokerage models. Jack Miller is the President and CTO of T3 Sixty, a team of strategic, technological and managerial experts in the residential real estate industry. The premiere consulting firm facilitates solutions for industry players throughout the US and Canada, leveraging their team's vast experience and personal connections. T3 Sixty offers a wide range of support, including strategic development, technology audits, system design, operational improvement and continuous comprehensive market research. Jack has 16-plus years of experience in real estate, previously serving as the CTO of a boutique real estate brokerage that won Inman's Innovator of the Year Award. Today Jack shares his entry into real estate, explaining his role on the Keller Williams software development team as the firm grew from regional player to national franchise. He offers his take on the increasing importance of brokerage culture, the rise of the tech-enabled firm, and the impact of the recent influx of capital in the industry. Jack walk us through several current trends, including the legitimization of the FSBO model, the shifting role of the real estate agent, and the increasing velocity of brokerage expansion. He speaks to the best representations of the newer business models and the momentum of flat fee companies like HomeSmart. Listen in for Jack's insight around T3 Sixty's role in the industry and his advice for agents and brokers in the internet age. What's Discussed: Jack's unique introduction to real estate on Keller Williams' software development team The increasing importance of culture as part of the brokerage value proposition How tech innovation has shifted from consideration to core requirement The potential impact of the billions invested in real estate in 2017 The role of technology in the growing speed of brokerage expansion The legitimization of the direct buyer (FSBO) model Why it's difficult to commodify real estate The changing role of the agent as a consultant, counselor The best representations of the newer business models Redfin, Compass and Opendoor Momentum of flat fee companies (e.g.: HomeSmart) Why T3 Sixty is betting on the trend toward consolidation T3 Sixty's branding as the premiere consulting team for larger, more sophisticated companies Jack's advice for new agents around building relationships How brokerages can recruit a specific audience of agents Resources: Swanepoel Trends Report Books by Stefan T3 Summit T3 Brokerage Accelerator Connect with Jack Miller: T3 Sixty Real Estate Trends on Facebook Jack on Facebook Stefan on Facebook Stefan on Twitter

The concept of the MLS creates a strange contradiction for brokers who are both competing with one another, yet sharing inventory by way of compensation and cooperation. In the middle of it all is CMLS, challenged with refereeing any acrimony between brokers and MLSs, promoting best practices, and supporting its membership of 203 MLS providers representing 1.2 million subscribers. At the helm is Denee Evans, the CEO of this premiere organization dedicated to leading the MLS industry in North America. Denee is a self-proclaimed small-town girl who grew up in Nevada, earning a degree in finance with a specialization in real estate from UNLV. She has always been involved in the industry in some form, doing flips, additions, as well as scrape and builds. Denee spent more than a decade in retail banking, where she dealt with home equity and mortgage loans. Prior to her role with CMLS, Denee was the Executive Director for EnergyFit Nevada, a nonprofit working to make homes more energy efficient. Through EnergyFit's efforts to add sustainability information to the MLS, she learned about the opening for CMLS CEO and threw her hat into the ring. Today, Greg asks Denee the tough questions around how to address MLS's that don't comply with best practices, the best way for CMLS to support its members, and the organization's partnership with NAR. Denee explains the 'blessing and the curse' of taking on the role of CEO as an outsider in the MLS industry and the benefit for consumers when organized real estate's stakeholders collaborate. Listen in and learn about the CMLS initiative to create an interactive tool that would assist MLSs in developing a plan to implement best practices. What's Discussed: How Denee's background in banking informs her understanding of real estate The intense interview process she experienced to become CEO of CMLS The blessing and the curse of being an MLS outsider Denee's take on the 'us v. them' mentality of industry stakeholders The dichotomy around brokers competing, yet sharing inventory The challenge for MLS execs to make diverse stakeholders happy The benefit for consumers when stakeholders cooperate Denee's role as an advocate for MLS execs Denee's contention that pain points exist in MLS's of all sizes The 'wall of shame' identifying who hasn't complied with CMLS best practices Greg's proposal to offer free CMLS memberships to non-compliant MLSs CMLS's plans to create a best practices interactive tool - Developed at last CMLS strategic planning session - Could grow into certification necessary for membership How CMLS should provide support to its members - Education v. leadership/advocacy - Study of industry initiatives to identify needs (e.g.: Upstream) The controversy around CMLS's partnership with NAR - CMLS members assigned seats on NAR committees - Speak as national voice for CMLS Resources: White Paper 7.42 2017 CMLS Best Practices Survey Brief Connect with Denee Evans: The Council of Multiple Listing Services Denee on LinkedIn Denee on Twitter