You've seen it happen often - an otherwise law-abiding citizen breaks the law. Not because he's a criminal, but because he's part of a crowd, and being law-abiding won't get him what he wants.

It's happened on Wall Street.

The number of corporate executives who have helped cook the books are so plentiful that there must be an unwritten, but well-known standard on how to get ahead. Almost every executive lies until it is a way of life - holding off on paying vendors, booking sales that haven't completed to boost slow quarters, and using a number of other tricks to inflate their company's performance.

It's happened in sports.

Steroids are so common that many athletes coming into professional sports feel they can't compete with great scores put up by their predecessors. Only breaking records count. So they start taking steroids as teenagers to get an edge.

It's happened in our neighborhoods.

Law-abiding citizens riot. Bricks fly through shop windows, and electronics, furniture, and anything else that can be carried away is stolen. There's even a special word for it - looting.

It's happened in our homes.

Parents find themselves battling the disindividualization of their kids, just at a time when the kids are seeking to establish their uniqueness.

They discover to their horror that their kids have joined a gang. "Everybody's doing it," the kids say.

What these examples have in common is that the individual feels he or she doesn't matter, if only for a moment. And it is in that moment that he or she becomes willing to break the law.

It's happening in your brokerage.

Every day, your worst agents are taking your brokerage down. Some of your agents are lying to their clients, lying to you, and lying to each other. And they are teaching others to be dishonest in their dealings. Most agents know the rules, but they also see others breaking the rules and making more money. They may even see brokers like you protecting agents who are more "productive."

When the group takes over and makes a behavior so pervasive that individuality can't battle back, it becomes almost impossible for law enforcement, parents, brokers or any authority to maintain order. The group is now dictating behavior, and all the golden rules, commandments, and laws in the world have little effect.

Especially if there are no real consequences.

So what can be done? Most brokers aren't going to fire productive agents no matter how much they make the E & O insurance skyrocket, but there are some things you can do that won't cause you to struggle with your conscience.

Applaud the individual who may not have the highest numbers, but generates the most compliments and least complaints. Give strong leads to agents whose work ethics you admire. Provide training to new agents that include higher standards of practice, as well as those of the NAR's, and the state's.

Maybe you can start a new crowd mentality going based on a higher standard of practice.

Help stop the disindividualization of agents that leads to dishonest behavior.

Published: December 7, 2004

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