Sticks and stones may break bones...but they won’t stop a good realtor from taking a call from a client! Kellie Tinnen, Training Administrator for the Greater Albuquerque Association of Realtors, shares the story of when her friend was –literally– beat with a stick by an unruly child. Now that Kellie does broker outreach and in-office trainings, she teaches new brokers how to treat clients, other brokers and property (hint: beatings NOT included), and ensures they’re up-to-speed on association happenings and updates.  Please subscribe to this podcast in iTunes or in the Podcasts App on your phone. Never miss a beat from Leigh by visiting The Leigh Brown Experience.  Time Stamped Show Notes: 00:40 – Kellie’s background 00:45 – She’s located in Albuquerque, NM, started in real estate almost 10 years ago as a broker, and now works for the Greater Albuquerque Association of Realtors as a training administrator 01:15 – She does broker outreach and in-office training; there are about 3,400 brokers in the greater Albuquerque area 02:30 – Kellie’s CSIRE story 03:05 – The worst things that have happened she’s done to herself 03:38 – The funniest thing was “the kid with the stick” 04:05 – She got a phone call from a man who wanted to see a property in a remote area 04:15 – She went with the realtor listing the property and they met the man and his son there; the boy was misbehaving 05:04 – The boy yelled at the other woman and hit her with a stick while she was trying to take a call from another client 05:20 – The funniest part is how she didn’t miss a beat; she told the client to hold, told the father to tell his son to stop, and continued her call 06:00 – Lesson: Separating yourself from flash emotions and keeping it together 07:30 – What Kellie trains to get new realtors up to speed on best practices 07:40 – Starting early with new member orientations; she teaches how to treat clients, other brokers, and other people’s property 8:30 – Buyers can’t take ownership of a property until the deal is complete 09:02 – Set expectations for clients 10:10 – Kellie’s successes in outreach to brokers 10:15 – She had good relationships already before going into the association 10:40 – GAP (Gar Ambassador Program); ambassadors from the association funnel the trainings into their offices 11:27 – 70% of their membership is made up of smaller brokerages, so GAP is necessary to spread messages 11:45 – It spreads awareness of what goes on at the association, so it can fuel political involvement as well 12:20 – How to contact Kellie: by email at kellie@gaar.com  3 Key Points Be professional and separate yourself from flash emotions.   It’s important to train new brokers how to treat clients, other brokers, and property.    Outreach programs like GAP train and bring association awareness to new brokers.