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Surgery And Real Estate Agent

What do complications in surgery have to do with real estate agent onboarding and training?

Atul Gawande wrote about complications and death resulting from doctor-performed surgeries in this book, “The Checklist Manifesto.” As a former airline pilot turned real estate entrepreneur, I’m going to relate doctors, pilots, and agents to improve your onboarding and training.

The great struggle in medicine, flying, and real estate is we struggle with ignorance, uncertainty, and failure to prepare properly. When faced with any challenge, an agent will revert to their training.

Most notably, they will revert to the training they received at the beginning, the Law of Primacy. The primacy effect holds that issue presented first will have greater effectiveness in persuasion than the following information.

We must ensure the most critical knowledge, ideas, procedures, scripts, and training are front-loaded when we bring on a new agent.

Real estate is a complex system, with a thousand ways things can go wrong. Anyone one variable can result in a lead not making it to the finish line. An industry that is compensated based on contingency must focus on minimizing errors and maximizing throughput to remain profitable.

At the heart of these ideas is that doctors, pilots, and agents are HUMAN.

Never forget that your clients are human, your agents are human, your staff is human, and you are human.

That means we miss stuff. We are inconsistent and unreliable when systems are complex.

During flight school, you are reminded that you are human, meaning you have significant flaws as a pilot. No matter how much experience you have, you can be why people die. You must build discipline by focusing on training. Don’t skip steps, and know your limitations.

During flight school, you are reminded that you are human, meaning you have significant flaws as a pilot. That nomatter how much experience you have, you can be why people die. You must build discipline by focusing on training. Don’t skip steps, and know your limitations.

A pilot’s checklist is a crucial component to make sure things work over and over again.

It is not only for crisis emergencies such as engine failures or explosive decompression; pilots use checklists to handle pre-flight inspections, briefings, and takeoff and landing phases of flight.

“Make everything as simple as possible, but not simpler.” Einstein.

In some parts of the world, you are more likely to die from the actual surgery than the reason you are getting the surgery.

This is because basic mistakes and stupid stuff can cause major complications, no different than in real estate.

A quality, motivated lead doesn’t make it to the finish line because of basic mistakes and stupid stuff.

I can destroy all your scripts and procedures in two minutes.

Gwande creates a checklist for surgeons and their teams before each surgery and complications and death drop by 35%. A simple checklist saves thousands of lives each year, probably millions.

Can you guess what the first item on the TOP of the checklist is?

The MOST important item. WASH YOUR HANDS.

Shouldn’t the doctors, nurses, and staff already know this and do this every time? YES, but they don’t.

Can you think of things you know your agents know how to do and know they need to do, but they don’t consistently? That is human error, and human error will never go away. It is your responsibility to make sure you onboard and train your staff and agents to minimize complications.

Here is how I will destroy your scripts and procedures. I will look at your script and procedure, find the most critical step, and move it up to the top of the list. I will then train your agents and staff that they complete that step no matter what.

The most critical step is the one that creates the most opportunities, increases throughput, and minimizes future defects.

I used this technique during the severe inventory shortage of 2021. I took our scripts when talking with buyers. I found the question, DO YOU OWN A HOME? I placed that at the top of the script.

Why? Because I want to make sure we identify all our buyer leads that own homes. Before I made this change, I found less than 10% of our calls asked that question. After that change, 90% of our calls.

Checklists and onboarding are the foundation that will massively improve the results that you get from your agents. There is not a day that goes by in America that a checklist doesn’t catch a problem in aviation and surgery.

Nick McLean
Cheplak Live Coach
Nick McLean Real Estate Group

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