Conducting Business During COVID-19

The following information is shared as a courtesy to all NWIA members by the team at Century 21 ProLink. Below is the protocol they will be using under current circumstances. This document is being made available to all members to encourage evaluation of current operations and consideration of creating similar standards.  NWIA does not require any of these items be implemented, they are being passed along as suggestions for agents and offices to consider during these unprecedented times.

Wholesale adoption of the document below is allowed, if desired. Our thanks to the Century 21 ProLink team for their generosity in sharing.

Working with Sellers
When meeting with Sellers, use the following dialogue to demonstrate that CENTURY 21 ProLink has embraced the social responsibility inherent in the present circumstances by creating a set of protocols designed to minimize the risk and spread of the CV, and to garner client buy-in as a participant in the effort.

• Company buy-in: “Our Company has established a protocol to help minimize the risk of exposure to the virus and the risk of spreading the virus.”
• Agent buy-in: “I’d like to do my small part by being sure I follow the protocol because it’s so important right now.”
• Client buy-in: “So, if you don’t mind, we’ll just do the things they’ve asked me to do. Is that alright with you?”

At the Listing Appointment

• Advise the clients that our Company has established a showing protocol that you will follow: see Below
• Discuss the Open House/Brokers Open protocol should open houses be scheduled in the future. (3/18/2020 none being scheduled indefinitely.)
• Ask the Sellers to keep you advised during the listing of any change in their circumstances that may lead them to believe that a household member has been exposed to, or may have contracted, the coronavirus.
• Ask if Seller has been out of the country or state recently.
• Safety precautions and showing instructions will be posted for Buyer’s Agents and Buyers.
• Discuss how many people will be allowed at each showing.

Listing in MLS

• In the Remarks section of the MLS listing, request that Buyer Agent and his/her clients follow the protocol they’ll see upon entering the home.

Also, request that the Agent refrains from showing the home if the Agent/Clients are sick with a cough or sneezing.

Showings: Listings

• Discuss with your Sellers their concerns and what measures you can take in their home.
• Confirm how many people are allowed at the showing and convey that to the Buyer’s Agent.
• Sellers-turn on lights and open closet doors prior rather than have buyers doing so, and/or ask them to wipe off all door knobs and lights switches prior and following showings and the open house.
• Instructions for buyers agents & buyers will be posted at the door to look-do not touch surfaces, open doors, etc
• For your own precaution, Buyer Agents should have wipes if you are turning on lights, open doors, handling keys etc
• Enlist the Seller’s participation by having them agree to keep a Protocol Station adequately stocked with the supplies referenced below. It is suggested that this is supplied by the Listing Agent:
• Set up the “Protocol Station” at the entrance to the home with:
  • Hand sanitizer
  • Alternative: hand soap, paper towels and a wastebasket readily available at the kitchen sink.
  • Gloves
  • Tissues

Open Houses or Brokers Open–When scheduled again in the future:

• The Protocol Station (detailed below) will be a permanent fixture at the entrance to the home during the listing.
• Always enlist the Seller’s participation by having them agree to keep the Protocol Station adequately stocked with the supplies referenced below.
• Set up the “Protocol Station” at the entrance to the home with hand sanitizer, (alternative: hand soap, paper towels and a wastebasket readily available at the kitchen sink) gloves, tissues.
• Guest Log requesting/containing:
  • Agent Name
  • Agent Brokerage
  • Question: “Guest protocol followed? Y/N”
  • Shoe covers
• Instruction for Agent/Guests to, upon entering the home, make use of the items set out at the Protocol Station and complete the Guest Log.
• For Open Houses and Brokers Open, limit the number of guests in the home at any one time.
• The number of guests allowed in at one time will be at your discretion, keeping in mind that the idea is to practice Social Distancing and avoid individuals congregating in any one location.
• Do not leave listing feature sheets at the listing for visiting Buyers and their Agent.
• At Open Houses and Brokers Opens hand out listing feature sheets to visitors rather than leaving them in a stack at one or more locations.
• Don’t pass the pen for signing in at the open house-Agent should sign in all you are entering

Working With Buyers

When meeting with Buyers, use the following dialogue to demonstrate that CENTURY 21 Prolink has embraced the social responsibility inherent in the present circumstances by creating a set of protocols designed to minimize the risk and spread of the CV, and to garner client buy-in as a participant in the effort.

• Company buy-in: “Our Company has established a protocol to help minimize the risk of exposure to the virus and the risk of spreading the virus.”
• Agent buy-in: “I’d like to do my small part by being sure I follow the protocol because it’s so important right now.”
• Client buy-in: “So, if you don’t mind, we’ll just do the things they’ve asked me to do. Is that alright with you?”

Meeting Clients in the Office

• Before meeting with clients, clean the table you will be using with an anti-bacterial/anti-viral wipe.
• Have your clients use the hand sanitizer upon entering the office.
• Once in a conference room:
  • Advise the client that the office, including the conference rooms, are being sanitized on an ongoing, periodic basis throughout the day.
  • Have tissues and hand sanitizer on the table and readily available to the client.
  • Point out the location of the wastebasket where tissues and other refuse can be deposited
• After your meeting:
  • Clean all items from the table and dispose of all trash.
  • Collect all coffee cups and similar items and deposit them in the kitchen dishwasher.
  • Clean the table with a sanitizing wipe.
• Use hand sanitizer upon exiting the office.
• Front doors will be locked in both offices. Please schedule a time to meet with your clients and be available for when they arrive.

Showing Homes

• When making an appointment, advise the Listing Agent that our Company follows a CV protocol to limit the risk of spreading the virus. Explain what steps are taken.
• Confirm with Listing Agent how many people are allowed in the home at a time and abide by sellers wishes.
• Before entering the home, have all parties use hand sanitizer.
• Offer a new pair of disposable gloves to your clients.
• Have a small plastic bag available in your pocket or purse for disposal of the gloves upon exiting the home.
• Require that your client look only while inside the house, do not open doors, turn on lights, etc.
• Use hand sanitizer upon exiting the home.
• For your own precaution, Buyer Agents should have wipes if you are turning on lights, open doors, handling keys etc. Preferably Sellers should have this done prior to the showing but realistically this will not always happen.
• You may ask clients or others about their recent travel, particularly to areas identified as having an increased risk of coronavirus. To avoid potential fair housing issues, be sure to ask all clients the same screening questions based on current, factual information from public health authorities.
• You may refuse to drive clients who show signs of illness or reveal recent travel to areas of increased risk of coronavirus, or you may instead decide to stop driving clients in your car altogether, and simply arrange to meet clients at a property. If you do continue to drive clients in your car, it is a good idea to frequently clean and disinfect surfaces like door handles and seat belt latches, and to ask clients to use hand sanitizer when getting in and out of the car.