May 2015

RESO: Your job depends on it!

by Marilyn Wilson on May 28, 2015

At the “CMLS Brings it to the Table” meeting at NAR Mid-Year, there was a great discussion led by some early adopters of the RESO Data Dictionary. They talked about the inherent benefits of creating a consistent data standard for all MLSs, Brokers and Technology Vendors. They talked about how data consistency creates an environment that will stimulate innovation and new thinking that will make it easier for REALTORS® to be successful. They talked about all how brokers will be able to operate more easily in multiple markets with a consistent data standard. Basically, our world with the RESO Data Dictionary in place is a LOT more efficient and a LOT more customer-centric than the world we operate in today: Local nuances make it virtually impossible for an upstart company to enter the industry and for brokers to easily roll out new products in multiple MLS regions seamlessly. So doesn’t all of that sound like the type of industry that you want to operate in? An industry supporting and nurturing new ideas that will help brokers thrive, being able to differentiate their businesses in meaningful ways from one another and to serve the needs of their clients more effectively? Sounds great to me, but then let’s look at the reality of where we are today. When the audience of about 150 was polled asking them if they are in the midst of executing the RESO data dictionary, just about 30 of them raised their hand. After hearing compelling arguments in favor of RESO were presented by the esteemed panelists, I asked the question, “Now that you have heard how RESO will make our industry stronger, how many more of you are interested in pursuing RESO?” Disappointingly, just one or two hands went up. So here’s what I have surmised that most folks are thinking after watching that dynamic. It’s NOT optional Some MLSs are not aware that there is a deadline looming. By 1/1/16 every MLS is required to have implemented the RESO Data Dictionary to be in compliance with the IDX policy that was approved at NAR National in November last year. My Vendor will Take Care of It Many MLSs believe that their MLS vendor is simply going to take care of it for them and they won’t have to deal with it. While the MLS vendors DO play a vital role in this process, the MLSs must […]

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IDX Rules Continue to Become More Broker-Friendly

by Marilyn Wilson on May 22, 2015

Way to go, MLS Policy Committee for staying on a continued path to overhaul the IDX rules to make them work harder for brokers! As you may recall, back at NAR National, there were great strides made to evolve IDX rules to encourage data standardization, broker marketing in multiple MLS markets and an increased focus on data accuracy. I am proud to say that WAV Group, along with the Leading Real Estate Companies of the World, brought forth just about all of the topics that were approved at this meeting, just like the NAR National meeting. These positive initiatives continued into NAR Mid-Year where continued enhancements were put into place. Here’s a summary of what was agreed to at this session. Increasing engagement on listings As we all well aware, third party sites surround their listings with TONS of interesting information to encourage consumers to spend more time on their website. IDX rules now allow brokers to do the same thing on their sites. They can augment IDX information with “applicable property information from other sources to appear on the same webpage of display.” With this new rule, brokers can now add differentiating information to their sites to help educate their prospects and clients and encourage them to contact their agent to learn more. Speedier Approval of IDX Feeds While most markets approve IDX applications in a matter of a few days, believe it or not, in some markets it can take a broker up to six months!   Talk about business obstruction! For those of you that have IDX approval committees that meet once a quarter or even monthly, this rule is for you. Monthly approval timelines are simply WAY too long in today’s aggressive market. The new policy requires an MLS to act on an IDX request within five business days for members in good standing. Hopefully, this ruling will speed up brokers’ ability to launch a new IDX website to promote their business. Clarification of Publicly Accessible Data All MLSs, with the exception of non-disclosure states, are now required to offer two different types of data feeds – one with actives and one with active solds. The third discussion clarifies what is meant by “publically accessible” data. Here’s the clarification: Publicly accessible sold information as used in IDX policy means data that is available electronically or in hard copy from city, county, state and other government records.  Clarification […]

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Time to Market

by Victor Lund on May 22, 2015

Shaping an idea or a strategy takes time. More importantly, it takes a well-structured catalyst that “just makes sense.” WAV Group has had the opportunity to work with some pretty fantastic visionaries on the future of real estate – powerful market makers that rethink things many times to carefully construct strategies for the greater good. The outreach with peers and competitors only drives the momentum and refines the structure. It is impressive and inspired. But these things take time to develop correctly. Upstream and the Broker Public Portal are the outcroppings of this industry-wide thinking. We are blessed to be administrative supporters of the will of these leaders. Passion creates urgency and urgency drives desperation and that causes mistakes and increased risk. Despite pent up energy and demand, there has been ample time for consideration of detail. That’s good news. For the past couple of years we have worked with franchise organizations, MLSs, large firms, independent firms, Mid-sized firms, small firms, all sizes of associations, state associations, an incredible range of technology companies, portals, and the National Association of Realtors to plant some seeds. Sorry for the run-on sentence, but we have endeavored to keep pace with many of the greatest sprinters in our industry. For the most part, our process has been confidential. I can tell you that the endurance and desire among this group of confederates is nothing short of world championship caliber. They are a fantastic group to serve. There is no ‘love at first sight’ in any industry. Relationships and strategies take time to develop. After all, industries are the constitution of competition that is programmed to allow some to win at the loss of others. There are only a fixed number of homes sold each year. The winner takes their share from their peers. In these projects, there is mutual agreement that data is like oxygen: How each person uses it will be different, but the purity of the air is requisite to all. WAV Group founder, Marilyn Wilson writes about “Haters” in her newsletter article this month. I feel her words. There is a tremendous amount of bullying that has happened in our industry as a result of the “potential” progress of industry-wide change. I am amazed that people would make these statements in text messages and emails. Say what you will in conversation, but to publish opposition and personal attacks is ludicrous. Moreover, […]

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What ever happened to Trade Show Etiquette?

by Kevin Hawkins on May 22, 2015

It could be just me. I may have attended too many trade shows. Yet somehow I believe Emily Post would have been appalled if she walked the exhibits at NAR Midyear. To add a little context, I have attended, exhibited, sponsored and run trade shows. In fact, I’m afraid to count the number of miles I have walked on trade show floors, having attended many NAR-FAR-CAR annuals, NAR Midyears, HomeBuilders/IBS, PCBCs, COMDEX, CES, IBC and others. I have also been the lead for many firms exhibiting at these same shows, and have found myself staffing exhibits, including too many hours at a booth that was in the bowels of a covered bus garage at the Sheraton in Hawaii (NAR 1987). I helped Brad Inman produce more than a half-dozen of the first Real Estate Connects, so I have done more than worked the floor or staffed a booth: I sold all the space and sponsorships. So I am probably being a hard ass about all this when I ask: What ever happened to Trade Show etiquette? Rules to follow Less than a minute after I walked inside the hall on Thursday at 2 pm at NAR Midyear, I was taken aback. I looked around the room and I saw body language at almost every exhibit that said “Stay away, I’m busy.” People were eating and drinking (water, sodas) at their booths. Rule #1: Never eat or drink at a booth, do it somewhere else. Yes, if budget constraints leave you as the sole staffer, you need to drink water and stay hydrated. But do it discretely. I’m not going to come talk to you if you are leaning up against a counter in the back of your booth with a water bottle in your hand. If you are eating at your booth, well, think about the message that sends: We can’t afford to have anyone else here, so I have to eat at my booth. I don’t think that’s a message that you want tied to your brand. People were sitting in chairs, behind and next to counters. Rule #2: Stand, don’t sit. This is where most people make the biggest mistake. The best way to engage people is when you are standing. If you are sitting, you send the message you really don’t care or are too tired to stand. Either way, that doesn’t invite me to talk to […]

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No HATERS in Real Estate Please!

by Marilyn Wilson on May 22, 2015

After just coming back from the NAR Mid-Year meetings I harken back to one of our greatest spiritual leaders of all time – The Dalai Lama. He has an amazing quote that I feel bears repeating – “We can let the circumstances of our lives harden us so that we become increasing resentful and afraid, or we can let them soften us and make us kinder. You have always the choice.” For those of you that are following the latest real estate news, NAR Mid-Year was a very exciting meeting. There were great strides taken with the Broker Public Portal and RPR’s AMP program. There were great discussions about ways NAR through it’s RPR division could provide a whole new way to help brokers become more efficient, differentiated, innovative and maybe even more profitable. Just days before the NAR Mid-Year conference Zillow announced that it would provide public records to MLSs – another potential game changer in the industry. Are these programs “real” yet? Will any of these programs make it? Will they roll out as originally outlined? Not likely. Like all software products and new businesses their business model, revenue stream and even core value proposition might change. While I believe all of these programs present interesting opportunities for all of us to consider, this article is NOT promoting or critically evaluating ANY of them. It’s about our industry’s REACTION to new ideas.   As soon as a new idea is presented the HATERS come out in bounds. There are a million theories about why it won’t work or about the “TRUE” motivations underlying the initiative. Instead of spending a quiet moment to contemplate the potential opportunities that each idea presents, we start immediately talking about why it WON’T work. Why is it that we don’t even give ideas a chance to germinate before we throw them under the bus? Not only did I hear people panning the new initiatives being proposed, I also heard deep criticism of those that had the guts to reach out and try something new and different in the spirit of creating a stronger and more vital industry.   I find that very disappointing. The world is littered with now-defunct industries that refused to believe that disruption was inevitable or even an exciting opportunity to strengthen an industry. Instead of carefully considering a new approach to satisfy the needs of today’s customers, these industries held doggedly […]

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What Brokers Can Learn From KOA

by Victor Lund on May 15, 2015

KOA means Kampgrounds of America. I did not know that. They are the largest franchisor of campgrounds in the world. For years, many of their campgrounds advertised themselves as the ‘Best KOA in America.’ Sound familiar? Real estate brokers and agents constantly promote themselves as the #1 this or that. But what is really important to the consumer? Bill Hendricks, CEO of KOA spoke in San Luis Obispo, RE Technology’s hometown, this week. He is an executive in residence at Cal Poly, our local university. He took the bold move of asking consumers to rate their campgrounds. He delivered the results of their surveys at their annual convention. He shared that many of the consumer suggestions were easily fixable – repair this, replace that, add something. Nothing startling. Mr. Hendricks published the list of the top rated sites. He reports that “it was the best thing I have ever done.” People that thought they were doing a great job realized that they had work to do. “…owners forget the fundamentals of providing great service.” The no. 1 thing that made a difference in customer satisfaction was the people. Owners who made a point to engage with their customers were rewarded with the highest satisfaction scores and the highest likelihood to revisit the location. To this day, I cannot accept why every broker in America is not using a customer satisfaction system like QSC or RealSatisfied in their business. I personally think that publishing the satisfaction and agent ratings is the right thing to do. But, it’s an invaluable process even if you just use the results to coach your agents and staff. Which do you think is more important to a consumer – the quality of their camping weekend or the purchase of their most important asset EVER? At their heart real estate brokerages are service organizations. How can you feel good about running a service company if you don’t know how well you deliver service? Brokers have fallen into the trap of thinking of their primary role as talent recruiter and retainer. Every great sports team pays attention to the details and measures the results. Why do all-time winning teams like the LA Lakers closely monitor every performance stat they can get their hands on? Because they know that paying attention to the details of how you deliver your service makes all the difference in winning and losing. Want […]

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Project Upstream Revealed

by Victor Lund on May 14, 2015

For a few years now, industry leaders have been working together to address data problems, producing almost two years ago a solution concept called “Upstream.” Not long after that, the WAV Group was asked to consult on the technical side of the development of the project. Our non-disclosure agreement has prevented us from saying much about it. However, now we are very pleased to be allowed finally to share some information about the concept. In an announcement this week, UpstreamRE, LLC, the standalone company that will direct the effort, announced that it is deep into serious negotiations with the National Association of REALTORS, exploring ways to leverage the significant assets and capabilities of NAR’sRealtor Property Resource unit to support key components of Upstream’s functionality. At the NAR Midyear meetings, the NAR Board of Directors approved $12 Million in funding to support Upstream and AMP development projects for Realtors Property Resource. UpstreamRE, LLC will now consider using some RPR services combined with other vendor services for the project. Upstream is not an MLS! Real estate firms across America have obstreperous data management problems. Three of those problems include the disorderly replication of add/edit; the replication and inconsistency of data formats; and the challenge of perfecting Copyright. These challenges that face firms are interrelated in many ways. [ Definition: Obstreperous – noisy, difficult to control, unruly, unmanageable, disorderly, undisciplined, rowdy, disruptive. ] The Solution for Duplicate Add-Edit When a firm acquires a listing, there are many actions that often take place before that listing is placed in the MLS. For example, firms likely create a transaction in their back office system that allows expenses such as sign services, photography service, staging, or other expenditures to be ordered and tracked. Franchise firms are also required to enter the listing into the franchise system for accounting. Although some of the larger MLSs have created a new status for tracking this pre-listing data management need, most do not. The duplication of add/edit in multiple databases is problematic. Nobody wants to experience the repetitive data entry for a variety of reasons. Chiefly, duplication of add-edit causes increased labor expenses and is prone to errors. Moreover, managing edits in multiple systems requires significant training and support. The very best add-edit solution in the industry has been developed by MLSs. WAV Group supported project Upstream by creating a specification for an MLS quality add-edit solution. It includes usability […]

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Brokers & MLSs: Collaboration vs. Confrontation

by Kevin Hawkins on May 14, 2015

The real estate industry come a long way from the fall of 2013, when The Realty Alliance’s Craig Cheatham warned a crowd of MLS executives attending CMLS in Boise, “You’ve got 10 days.” That moment in time – described by blogger Notorious Rob as “the most interesting 30 minutes in the history of real estate conferences” — poignantly captured the mood of real estate brokerages towards the MLS industry. Fast-forward to NAR Midyear 2015, and confrontation has clearly turned into collaboration. This week, RESO or Real Estate Standards Organization, heralded the great strides the organization has made in fostering participation by America’s leading brokerage organizations. Once thought of as solely the province of the MLS, RESO recently added Leading Real Estate Companies of the World®, the largest network of over 500 premier locally-branded firms responsible for more home sales than any other real estate network, to its membership roster. Importantly, Leading RE joins Cheatham’s The Realty Alliance, which is already a member of RESO and represents a network of North America’s elite real estate firms, whose members serve most every major market on the continent. Add to RESO’s key real estate brokerage membership ranks Realogy (Better Homes and Gardens® Real Estate, CENTURY 21®, Coldwell Banker®, Coldwell Banker Commercial®, The Corcoran Group®, ERA®, and Sotheby’s International Realty®, and ZipRealty®), RE/MAX LLC, and other independent firms, such as Michael Saunders and Company, and you have literally the who’s who of real estate brokerage that now have a seat at the table and a voice in shaping future real estate industry standards are deployed. Kudos to Leading RE LeadingRE President/CEO Pam O’Connor points to the value of RESO to the brokerage community, including the industry’s adoption of its Data Dictionary, which is going to fuel new innovation, and generate more efficiencies. For brokerages, this will reduce costs and untether the ability of brokerage firms to grow and expand into new markets, as finally, all MLSs will talk the same language. Pam’s message is spot on and positive: “The RESO Data Dictionary and the other standards being implemented will help all of our members,” O’Connor says. RESO’s new Executive Director, Jeremy Crawford, a high respected MLS veteran, knows collaboration is the best way for his not-for-profit organization to succeed. “Collaboration is vital,” Crawford said., noting the long-term goal of RESO is highly pragmatic and much needed, “National data standards and industry collaboration across all aspects of real […]

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Midyear Recap: CMLS Brings It to the Table

by Victor Lund on May 12, 2015

CMLS is an acronym for the Council of MLS. It is an organization that allows MLSs to share best practices in their pursuit of delighting the brokers and agents that subscribe to MLS services. A few years ago, they began the successful practice of having a primer conference the Tuesday before the NAR Midyear Legislative meetings. This year’s meetings were held at the City Club of Washington D.C. with 130 in attendance. Diamond sponsors for the event included MLS vendors Black Knight Financial and CoreLogic. They were joined by Homes.com, realtor.com, Zillow.com, and Trulia.com, all of whom overtly recognize and support the role of the MLS in delivering data to their publications. Agenda: RESO Data Dictionary Certification, 1.5 hours. Certified Best Practices, 1.5 Hours. RESO Data Dictionary Certification WAV Group has written pretty extensively on the topic of RESO Data Dictionary Certification. CRMLS CEO, Art Carter, introduced five panelists, each of whom represent MLSs using different vendors: Sean Murphy, TARMLS (FBS Data) Mike Cotrill, CTAR/NORES (CoreLogic) Lauren Hansen, IRES (self-developed MLS system) Dave Howe, MetroList (Rapattoni) Greg Manship, Intermountain MLS (Black Knight) There is an assumption that the MLS vendor is going to take care of MLS certification for their customers. Nothing could be further from the truth. All of this work must be done by Jan. 1, 2016. You must be certified! Your server must go through a certification process before the end of the year. Why Data Standards? Data Standards are the set of rules that must be followed to ensure compatibility and interoperability between all of the different parties in a real estate transaction. It is incumbent on MLSs and brokers to join RESO to stay informed of these important standards. According to Jeremy Crawford, CEO of RESO, “the beauty of RESO standards is that data feeds in every MLS will be identical so there is no engineering required by application developers to enter different MLS markets.” Step 1 – Contact your vendor’s RETS implementation team. RETS is “real estate transaction standard.” It is a structured data format that allows vendors to access MLS data for the purpose of serving technology applications for use by agents and brokers. Keynote: MLSs should contact their vendor ASAP.  Step 2 – Data mapping. Every MLS has a unique set of fields. Mapping is a process of aligning MLS data fields to the Data Dictionary standard. The standard not only names […]

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Prevention vs. Reaction

by THE WAV GROUP on May 8, 2015

Written by: WAV Group guest contributor Lee Goldstein Recently a friend asked me to review some personal safety apps. Just to be clear, a personal safety app is an app that loads on to your smart phone and allows you to alert a handful of people, that you pre-defined, that you are in trouble.; or when you are overdue from an appointment. Additionally, some of these apps will also alert a call center that will then call the police. Finally, a variation on these concepts are wearable devices that do the same thing but are instead worn on your person. The first thing we have to consider in reviewing any of these apps or devices is what is “safety”. Merriam-Webster dictionary defines safety as “the condition of being safe from undergoing or causing hurt, injury, or loss” . So the question is not do any of the several personal safety apps or wearables on the market do what they say they will do. I’m sure most of them do. The real question we have to ask is will they keep you safe? In your position as a real estate agent, will personal safety apps and devices prevent you from undergoing hurt, injury, or loss….the answer is clearly no. Personal safety apps and devices are not designed to keep you safe, they are designed to alert friends and family and/or the police that you are about to be, are currently, or just have been a victim of a crime. There are several problems with these products. First of all, if an attack is imminent what are the odds that one of the people alerted are going to be close enough to prevent or stop the attack. Additionally, if a prospect is a threat the existence of a “panic button” can actually escalate a situation and speed up an attack; and if the prospect is not a threat the existence of a panic button can create an uncomfortable tension and interfere with the relationship building needed during the sales process. Please don’t misunderstand me, I think all these personal safety apps and devices are great for the general public in everyday situations. However, real estate agents spend their days in a dramatically different way from the general public, and they work in a profession which is 40% more dangerous than average professions (according to BLS). Real estate agents meet with people they […]

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New Tracking Tool Shows Where Real Estate Agents Get Their Most Leads San Diego – May 8, 2015 – ListTrac, known as the “Google Analytics for real estate listings,” today announced that Rapattoni Corporation (Rapattoni), a leader in providing software and services for real estate associations and MLS organizations, is the first MLS system provider to offer ListTrac integration nationally for MLS customers who subscribe to the ListTrac analytics service. The move allows real estate agents and brokers using participating MLS systems powered by Rapattoni to track consumer engagement and measure online performance for properties listed across the Internet. With 100-plus MLS clients serving approximately 200,000 users nationally, Rapattoni is providing ListTrac integration for all MLS customers who subscribe to the ListTrac service. Each MLS will individually sign up with ListTrac to receive the analytics service, with the San Francisco Association of REALTORS® (SFAR) scheduled to be the first Rapattoni customer to roll ListTrac out to its members. ListTrac will provide SFAR member brokers and agents with a consolidated dashboard that provides deep metrics for all listings with statistics for every website upon which their listings are featured. According to Madeleine Talbot-Leighton, Product Manager at Rapattoni, this new service can be a major benefit to MLS firms as their member brokers and agents can now show sellers an enormous amount of buyer engagement occurring inside their own MLS system, as well as throughout their IDX broker and agent websites. “In real estate, information is power,” said Talbot-Leighton. “MLS firms can now provide powerful analytics to their members who in turn can share this information with their clients. The impact is two-fold: MLS firms can demonstrate the value they deliver to their members every day, while their members can quantify for sellers the value they receive through the broker and agents online marketing activities.” Trent Gardner, CEO of ListTrac, sees Rapattoni filling a vital role in helping MLS firms immediately deploy a broker- and agent-centric technology that will help them improve their members productivity. “As the first MLS system to offer ListTrac analytics nationally, Rapattoni is resetting the bar for the kind of information that agents and brokers need to compete in today’s digital universe,” Gardner says. Gardner explains that within a single dashboard, agents and brokers will know how often a listing is viewed on each site, the average time someone spends looking at a listing, and the number of leads they receive […]

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Sometimes I try to do the right thing and the outcome is not exactly what I expected. In the most recent episode of unexpected results is our messaging to the industry regarding adoption of the RESO Data Dictionary by the end of the year. Sometimes our fair warnings can cause panic. That was not the intent. But I would clarify my stern suggestion that you figure out your plan with your vendors today! First Point: When it comes to RESO Data Dictionary adoption, you only have six months left to become compliant with the NAR requirements to adopt the data dictionary by January 1st. Phase 2 is required by the end of June. MLSs have had plenty of time. In fact, the MLS policy committee provided an 18-month time frame on adoption. Here we are, two-thirds of the way through the timeline and only two or three MLSs have completed the process out of over 800. The concern here is a log jam. Get it done now so you can relax when everyone else is rushing the gates. Second Point: Don’t expect your vendor to just “do it.” Vendors don’t just change your data structure for you. You must call them. Find out their plans. See where you are in the schedule. If you think it’s just going to happen, you may be sorely mistaken. Most vendors have hundreds of MLSs to convert, one at a time. Do you know when your conversion window is? Third Point: Communicate to the agents, brokers, and vendors. MLS data is the life sustaining blood of real estate transactions today. When you mess with it, there are predictable and unpredictable outcomes. You must notify everyone who will or may be impacted. This means multiple emails, meetings, online meetings, etc. By the way, don’t forget to coordinate changes with other MLSs that you data share with. Again, do not just make the changes and tell people after you break their systems. This tends to upset agents and brokers. Fourth Point: Join RESO. The Real Estate Standards Organization is an open organization and it costs very little to participate. When RESO passes an update to the standard, your NAR affiliation mandates that you adopt it within the allotted time frame. Hundreds of MLSs are not members, so they are not getting any of the information that informs the updates. The RESO standards change every year, and […]

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MLS Not Ready for Direct Syndication

by Victor Lund on May 5, 2015

In no small way, the impact of Zillow and Trulia being disconnected from ListHub has caused troubled waters for many MLSs. Although ListHub continues to manage syndication to a wide number of sites, they no longer support two of the top five. What’s the plan? MLSs are scrambling in every direction today. The biggest issue has been the data license agreement to Zillow. Everything was neat and tidy when ListHub had one agreement with each portal. Now Zillow is faced with hundreds of MLS agreements all with different terms. According to MLS executives, that is Zillow’s choice. Efforts by legal firms to negotiate on behalf of groups of MLSs have been shunned by the Zillow Group in favor of individual contracts. Comedic Tragedy: Each Zillow Group agreement is confidential. It begs the question, how can the MLS inform the broker of what is in it? MLS Technical Issues The ListHub service has two features. The first is the broker dashboard for syndication preferences. The second is the data distribution server. The broker dashboard is the critical ingredient for direct syndication. It puts brokers in charge of where their data goes through a process known as broker opt-in or broker opt-out. MLS data distribution servers from most vendors (called RETS servers) do not have a broker dashboard feature. Some MLS system vendors like FBS were quick to add them. Rapattoni launches tomorrow. CoreLogic is planning their launch roll out with customers now. Paragon is in the research and planning stages. Beyond that, I am not sure. Third Party Services Technology firms like Onboard Informatics, Real Estate Digital, Bridge Interactive and perhaps others have developed MLS solutions with enhanced features for managing and reporting on listing distribution. These services are typically found in large MLSs with more enterprise data management needs. Most smaller MLSs use the vendor solution or rely on ListHub. The Need for Communication A lot is changing everyday. Zillow is out trying to get agreements signed with over 800 MLSs. Most MLSs are not talking to their brokers about their preferences. Most brokers do not know what the readiness state is for the MLS to support direct syndication feeds. If you are a broker, call every one of your MLSs and figure out what’s going on. If you are an MLS, be sure to ask brokers what their preferences are and get feedback before making decisions. MLSs would do […]

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