Congratulations! As a leader in the real estate industry, whether at the branch, region or company level you are hereby crowned as the "director of human resource" Daunting task? Yes. Here are a few tips that will assist you in discerning the "Red Ant" VS. "The Unhappy Agent".

A "Red Ant" is a virus just waiting to happen in your office if it hasn't already. Here are your steps to identifying "Red Ant" in the interview process so that you don't him or her to spread poison in your office.

1. Interview 101: Ask questions. Don't sell in the interview. Your objective is to learn about past experiences of the agent, good or bad.

2. Recognize criticizing, blaming and complaining by the agent in the interview. If the agent exhibits any of these traits in the interview, it's only a matter of time before this infiltrates your office after you hire them. You may already have such a "Red Ant" in your office right now. Don't let a new "Red Ant" build an anthill.

3. Your interview must include clear messaging around "personal responsibility" and an office full of agents that focus their energy on "the solution" not "the problem".

4. Follow these simple steps, recognize the signs and make the right decision. If you missed the signs in the interview (In other words hired "Red") that's okay. Sometimes the strongest message you can send in your office is the termination of a "Red Ant."

"The Unhappy Agent" is not necessarily a Red Ant. This agent will provide feedback that is invaluable in supporting your vision of a positive environment. I'm not talking about a complainer, the focus here is around real experiences taking place in your office that can be improved upon. Realize that every office has its problems - that's normal. Here are the critical steps to awareness of "The Unhappy Agent" and the action steps to limit unhappiness in other agents.

1. Have an ongoing feedback loop that stimulates open and honest communication from your agents. This must include the ability for feedback inclusive of what is working and what is not working. The keys to a successful feedback loop is your ability to take the feedback, not react and deliver a timely response for resolution and completion.

2. Lead from "principle" not "personality," defined by making decisions that are consistent based on the situation not the person involved.

3. Don't hire warm bodies. That's how Red Ants get into your office. Agents measure your leadership constantly. The hiring decisions you make are a big part of your agents measurement of you as their leader.

4. Embrace "The Unhappy Agent", welcome feedback, hold your principles and deliver a solution. If there is currently an anthill under construction in your office, the exterminator will need to step in. That would be you.

Published: April 15, 2004

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Jon Cheplak, ABR,GRI,CRS,CRB,CLHMS is the Founder of The Real Estate Recruiters, The Management and Recruiting Solutions Experts. Jon consults, coaches, and hosts retreats for brokers, owners, and managers internationally, supporting leaders in their growth and profitability strategies and tactics. He can be reached at 775-846-5748 or email him at recruit@therealestaterecruiters.com. Visit his website at www.therealestaterecruiters.com.