Coaching Tips 8: Risk Anticipation and Risk Control

(Jeff Sorg, OnlineEd) – Risk anticipation relies on your ability to identify problems that might eventually happen with a client or transaction. It’s important to establish some strategies early on in your career to help you recognize and avoid problems that might occur, instead of trying to deal with them after they happen.

Some examples of risk anticipation and strategies to help anticipate and prevent risk are

  • documentation and recordkeeping;
  • disclosures;
  • disclaimers; and
  • documenting information provided by the client.

Let’s take a look at each of these strategies.

Documentation and Recordkeeping

graphics2Good recordkeeping and transaction documentation practices are essential to managing and minimizing risk. When a problem develops with a transaction, you will probably be asked to explain which actions were or were not taken to cause or correct the problem, as well as to justify those actions.

As time passes, your detailed memories about a transaction event can become unreliable — or sometimes be altogether forgotten. Having written observations created at the time an event occurred will mostly be regarded as reliable evidence. In fact, in the case of litigation, contemporaneous memoranda are given credence.

DEFINITION: Contemporaneous memorandum or documentation – a note written at the time of an event and stored in your file.

You should keep a file for each transaction or significant client event. Because you cannot anticipate problems that might arise in the future, proper documentation of any action taken at the time it happened is always a good first line of defense against liability.

Here are some suggestions for developing defensive recordkeeping practices and procedures:

  • Document all sources of information received.
  • Keep a telephone log that summarizes all business calls.
  • Save all email communications.
  • Keep a complete transaction file that includes documentation of disclosures and disclaimers.
  • Keep dated records of the types of housing each prospective buyer asked to view, the kinds of housing options offered (manufactured, single family, condominiums, etc.), and other services provided.
  • Send the seller written updates about property showing activity and the feedback.
  • Indicate on each correspondence who s receiving copies.
  • Use confirmation letters to shift the burden of response to the other party (“put the ball in their court”).

Disclosures

Be aware of and make all of your required disclosures promptly. These disclosures include the agency disclosure, conflicts of interest disclosure, seller’s property disclosure, environmental hazards disclosure, and others required by law.

Disclaimers

While qualified to advise clients about selling and buying real estate, matters sometimes arise that will be outside of your area of expertise or beyond the scope of your real estate license. In these cases, you will want to use a written disclaimer to advise the client to seek the advice of a competent professional or service.

Documenting Information Provided by a Seller or Buyer

Your client might provide you with certain information or documents. Documents and information given to you by the client should be kept in your client file for future verification of the information or documents. You should also maintain a record who asks for these verifications.

Risk Control

As soon as a liability issue is identified, steps should be taken to control its risk. Of primary importance is dealing with any complaint before it turns into litigation. Dealing with the complaint means early communication with the complaining party to minimize the issue. Usually, failure to handle a complaint in its early stages will allow the complaint to take on a life of its own. Quickly dealing with a complaint can prevent the complaining party from becoming angry and uncooperative. Address all complaints promptly and before any opportunity for settlement becomes unlikely.

Risk control means addressing an issue when it first arises by attempting to find a solution as soon as possible. The ultimate solution or settlement may seem expensive, but a settlement made where liability is likely to occur can be cheaper than litigation. Even if the licensee wins the litigation, the legal fees and costs to achieve the win will usually exceed a settlement amount agreed to before the litigation.

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