ERA Martin Associates Wins National Award for “Extraordinary Customer Service”

Among Top 35 Firms in the U.S. Receiving Coveted QE Award – an Industry First

Salisbury, MD – July 25, 2018 – ERA Martin and Associates of Salisbury is among America’s Top 20 Small real estate brokerages firms based on service excellence winning a national QE Award (pronounced “Quie”) “Reflecting measured and independently verifiedexcellence in the delivery of the highest levels of customer satisfaction and service quality in real estate in North America,” according to Kevin C. Romito, President, Quality Service Certification, Inc. (QSC), creators of the award.

The 2018QE Award recognizes the Top 5 Large Companies, the Top 10 Midsize Companies and the Top 20 Small Companies, spanning 22 states, from California to Massachusetts and Florida to Minnesota, and includes some of the most respected independent and well-known national and regional brand names.

Joni Martin Williamson, President, ERA Martin and Associates“, said,” Martin Associates is honored to be recognized as a QE Award winner for the second year in a row. Service excellence is one of our company’s core values, and to see the positive feedback and responses from our happy clients and customers throughout the year is truly rewarding. We make the survey process a part of every transaction, and this not only gives recognition to our agents for their successes, but lets the client know that they are the priority and that we care about their satisfaction. We are extremely proud of our customer service ranking, in many ways it is the most important indicator of our success as a company.” She added, “Winning a QE Award from Quality Service Certification puts us among the best real estate companies in America and is perhaps the highest honor any brokerage in real estate can receive.”

The 2018 QE Award is based upon the results of an independent survey limited solely to buyers and sellers who were in a real estate transaction that actually closed with participating real estate companies from January 1, 2017 through December 31, 2017. Quality Service Certification, Inc. and Leading Research Corporation, Laguna Niguel, CA administer the survey process to ensure that every past customer is surveyed, preventing agents or the company from selectivity, interference or influence in any way.

“Today consumers are seek transparency, accountability, and trusted information to help them make better, more informed decisions and choices, ERA Martin and Associates has elected to participate in service assessment and feedback following every transaction, which is setting a new and better standard for excellence,” said Kevin C. Romito, President, Quality Service Certification, Inc.

“ERA Martin and Associates is not just raising the bar for customer service; they’ve committed to a whole new standard knowing consumers are tired of seeing meaningless perfect reviews where every agent has a 5-star rating,” Romito adds. “We believe that in a consumer-centric world, the higher standard for gauging excellence in professional services should authentically measure how well each customer is served, not just how much business is done.”

Larry Romito, Chairman, CEO, notes that the QE Award is based upon aggregated overall Customer Satisfaction as a percentage of all returned surveys of real customers’ where every past customer has been surveyed without selectivity, editing, deletion, cleansing or manipulation. “No other system exists in the real estate industry that can legitimately make that claim,” he said, noting that “accurate, reliable, independently validated survey results of individual agents” can be accessed by visiting RatedAgent.com.  

Quality Service Certification, Inc. created the QE Award to foster, encourage and recognize the highest levels of service quality and customer satisfaction.  QSC, with its sister company Leading Research Corporation, assures the careful measurement and independent validation of service and satisfaction results. 

Eligibility for the 2018 QE Award requires a minimum number of surveys sent and returned, which may be adjusted from year to year based upon market conditions and the number of participants. More than 30,000 real estate agents and 750 companies elected to participate in the customer satisfaction assessment survey process in 2017 for the 2018 QE Award.

About Quality Service Certification  

Quality Service Certification, Inc., based in Laguna Niguel, CA, provides the most accurate and valuable customer service measurement service for the real estate industry, having conducted 2 million customer satisfaction surveys of real estate agents. QSC offers consumers the only complete, reliable and unbiased picture of participating agents’ overall and detailed customer service satisfaction history. QSC provides real estate agents the timely and detailed feedback they need to both improve and maintain their highest levels of professional service. For brokerages, QSC offers a Performance Management Platform that helps firms better manage, control and positively influence professional activities that they can otherwise not see – resulting in measurably better, more satisfying and a more valued customer service experience.  Founded in 2000, accurate, reliable, independently validated survey results of individual agents from QSC can be accessed by visiting RatedAgent.com.

The 2018 QE Award winners for the Top 5 Large Companies include:

·        Harry Norman, REALTORS® A HomeServices of America Company, Atlanta, GA

·        Berkshire Hathaway Home Services Drysdale Properties, CA & NV

·        Charles Rutenberg Realty, Greater Chicagoland Area

·        RE/MAX of Reading, Reading, PA

·        The Keyes Company REALTORS®, South Florida

The 2018 QE Award winners for the Top 10 Medium Companies include:

·        Sine & Monaghan Real Living, MI

·        RE/MAX Estate Properties, Los Angeles, CA

·        Real Living Kee Realty, Rochester, MI

·        RE/MAX Allegiance, Alexandria, VA

·        Kinlin Grover Real Estate, Osterville, MA

·        Coldwell Banker Hickok & Boardman Realty, Burlington, VT

·        Berkshire Hathaway Affiliate ReeseNichols Southern Region, Springfield, MO

·        Real Living Realty Professionals, MA

·        Keller Williams Classic Realty, Coon Rapids, MN

·        Berkshire Hathaway Home Services Tomie Raines REALTORS®, East Lansing, MI

The 2018 QE Award winners for the Top 20 Small Companies include:

·        BOWES Real Estate Real Living, Arlington, MA

·        Real Living Pittman Properties, Raleigh, NC

·        Real Living Property For You, Peoria, AZ

·        Real Living Capital City, Atlanta, GA

·        Home Realty, Inc., Owensboro, KY

·        Real Living 1st Choice Realty, Coral Springs, FL

·        Real Living Real Estate Experts, Warren, PA

·        Real Living Georgia Life Realty, Villa Rica, GA

·        Real Living Casa Fina Realty, Tampa FL

·        Real Living Cornerstone, Farmville, VA

·        RE/MAX Select, Oviedo, FL

·        Real Living Gateway Real Estate, Hasbrouck Heights, NJ

·        Real Living Brokers Realty Group, Warren, OH

·        Counselor Realty, Minneapolis, MN

·        ERA Martin Associates, Salisbury, MD

·        Real Living Now Real Estate, St. Louis Metro Area, MO

·        Real Living Real Estate Professionals, Redding, CA

·        Randall REALTORS, SE CT & RI

·        Real Living Northwest REALTORS®, Bothell, WA

·        Real Living Palm West Home Realty, Inc., Palm Coast, FL

Where there’s smoke… there’s an AC powered battery backup Alarm or a Sealed, Tamper-Resistant Unit with Long-Life Batteries

Article originally printed in Maryland Realtor Magazine, Feb/March 2018 http://www.mdrealtor.org/Publications/Publications/MD-REALTOR-Magazine

Maryland Association of Realtors has received several questions on the Legal Hotline concerning the recent changes in Maryland law regarding smoke alarms and smoke detectors. Although the law was passed in 2013, the changes were phased in over several years to allow property owners time to become compliant with the new requirements. So, first a quick history lesson, then an explanation of what’s required in 2018.

The History

In 2010, the Office of the State Fire Marshal, an Agency of the Maryland State Police, asked the legislature to create the Maryland Smoke Alarm Task Force. The objective was to reduce fire fatalities in residential structures by examining improved smoke alarm technology and to implement the best practices throughout the state. The Task Force worked with smoke alarms manufacturers, educational institutions and other groups involved in smoke detector research. The recommendations of the Task Force were incorporated into the bill which became law in 2013.

The law implemented a transition from 9-volt battery smoke alarms to sealed, long-life, tamper resistant batteries. The older batteries were unreliable for a variety of reasons: the batteries were disconnected by the homeowner to silence the alarm during cooking; the batteries were disconnected by the homeowner to silence the “chirping” sound made when the batteries were running low; or the batteries were simply removed and not replaced. The intention of the State Fire Marshal and the legislators was to transition to an alarm type which would reduce or eliminate these issues, resulting in a decrease in fire fatalities in the state.

The Transition— More and Better Location of alarm(s)

The 2013 law imposed a statewide requirement that an automatic smoke alarm be provided “in each sleeping area” within each residential occupancy. “Sleeping area” does not mean bedroom. Sleeping area is defined as “a space that includes one or more sleeping rooms and a hall or common area immediately adjacent to any sleeping room.” For example, in a Cape Cod style home with two bedrooms on the upper level, a smoke alarm would be required in the common area or hallway immediately next to the bedrooms or directly in at least one of the bedrooms.

“Sleeping room” is a slightly broader concept than “bedroom.” A “sleeping room” was defined as “an enclosed room with a bed arranged to be used as a bedroom.” If the living room or dining room is modified with a bed to accommodate a family member who can no longer use the stairs, that room would be a “sleeping room” although it isn’t a “bedroom.” In this example, if there’s a common hallway next to the dining room/ sleeping room and another first-floor bedroom, it would be permissible to install a smoke alarm in the hallway between the dining room/sleeping room and the bedroom.

The distinction between “sleeping room” and “sleeping area” is particularly important for homes built or renovated on or after January 1, 2013. Maryland law requires those homes to have one alarm in each “sleeping room”; one alarm in each “sleeping area” (hallway or common area outside of the sleeping rooms); and one alarm in a hallway or common area on each level, including basements but excluding unoccupied attics, garages, and crawl spaces. The alarms are required to operate on alternating current (AC) with a battery backup or approved secondary power source. If more than two alarms are required in a new or newly renovated residential dwelling, the alarms must be configured to sound simultaneously.

Type of alarm(s) 

The type of smoke alarm required in a dwelling depends upon the age of the property.

• For properties built before July 1, 1975: alarm may be battery operated or AC.
• For properties built between July 1, 1975–January 1, 1989: AC alarm is required.
• For properties built between January 1, 1989–July 1, 1990: alarms must be AC and interconnected to alarm simultaneously.
• For properties built between July 1, 1990 and July 1, 2013: alarms must be AC and have battery back-up.
• For properties built or renovated after July 1, 2013: alarms must be AC with a battery backup or approved secondary power source(1) AND configured to sound simultaneously.

January 1, 2018 and Beyond 

In many ways, the law is simpler now. As of January 1, 2018, Maryland law is as follows:

• No alarm—battery powered or hard-wired—may be older than 10 years from the date of manufacture.
• Battery-only smoke alarms must be powered with a sealed, long-life battery and have a silence/hush button feature (9-volt battery alarms are no longer permitted).
• One alarm must be located on each level of the dwelling, including the basement.
• One alarm must be located outside each “sleeping area.”
• For homes built or renovated after January 1, 2013, one alarm must be placed in each “sleeping room.”
• AC alarms more than 10 years old must be replaced. AC powered alarms less than 10 years old are still acceptable.
• Hard-wired, AC devices must be replaced with hard-wired devices. You cannot replace a hard-wired alarm with a battery-only alarm.
• Additional alarms required as of January 1, 2018 (such as in a basement) may be battery-operated if they are sealed, long-life battery smoke alarms with a silence/ hush button feature.

There are some practical considerations for you and your clients. A seller who fails to comply with the law is subject to a fine, imprisonment, or both. A listing agent representing a seller who is in violation of the law must disclose to prospective buyers that the seller is not in compliance. If a buyer’s agent is aware that the seller is not in compliance with the law, the buyer’s agent must disclose this fact to his or her buyer client.

Finally, with respect to rentals, landlords must provide special alarms for the deaf or hard of hearing in each “sleeping room,” regardless of when the property was built. The alarm, when activated, must provide “a signal that is sufficient to warn the deaf or hard of hearing tenant” in those sleeping room(s). The landlord may require reimbursement from the tenant for the cost of the alarm(s). As in the past, landlords are responsible for the installation, repair and replacement of smoke alarms, while tenants are responsible for testing the units and notifying the landlord in writing of the failure or malfunction of the unit.

Please remember that some jurisdictions have more stringent rules for new construction or for rentals. This is particularly true for jurisdictions which require rental housing units to be registered. The client should be instructed to verify compliance with the City or County in which the property is located.

1 Maryland Code, Public Safety Article, Section 9-103(d). This Code section specifies that a smoke detector installed “as part of an approved household fire alarm system” is an acceptable alternative, provided the alarms are installed in the required locations.

Annapolis, Md. – Joni Williamson, president and associate broker of ERA Martin Associates in Salisbury and secretary of the Executive Committee of the Coastal Association of REALTORS® (Coastal) Board of Directors, was one of 20 graduates from the 2018 Maryland REALTORS® 18th Annual Leadership Academy honored at ceremonies held recently in Annapolis.

(From left) Maryland REALTORS® Leadership Academy Chair John Harrison, Academy Graduate Joni Williamson, and Maryland REALTORS® President Boyd Campbell.

The Maryland REALTORS® Leadership Academy was formed by REALTORS® who understand the important role they play in their community and the need to enhance the leadership skills, knowledge, and competencies of fellow REALTORS® interested in making a difference in their personal lives and in their communities.

Coastal, one of 16 local REALTOR® associations in Maryland, is a strong advocate and recognizes the importance of this program to the association’s future.

“The Maryland REALTORS® Leadership Academy offers an intensive curriculum designed to develop skills in leadership, communications, strategic planning, legislative and government affairs, and community involvement and interaction,” said Academy Chair John A. Harrison of the Anne Arundel County Association of REALTORS®. “Classes are conducted over seven months and stress the value of professional and personal commitment to business, charitable, and civic endeavors.”

Williamson received the W.H.C. Wilson Memorial Scholarship, presented by 2014 Maryland REALTORS® President J. Russell Boyce. The scholarship is awarded to the graduate who best demonstrates integrity, a desire to lead, and a high ethical standard, both professionally and through community involvement.     

Williamson receives the W.H.C. Wilson Memorial Scholarship from 2014 Maryland REALTORS® President J. Russell Boyce.

Williamson was also awarded the David E. Maclin Humanitarian Award by her peers as the graduate who best demonstrated Maclin’s character and ideals through faith, integrity, and a deep commitment to community and real estate endeavors. The award was created by colleagues from the Class of 2002 and was presented by Harrison.   

Williamson receives the David E. Maclin Humanitarian Award from Maryland REALTORS® Leadership Academy Chair John A. Harrison.

Williamson said the academy was an amazing experience that truly helped her prepare for her role as a leader within her company, association, and community.

“Each session over the seven-month course focused on a different aspect of leadership, from communication to diversity training to government affairs, and each one taught me so much about myself and working for others,” she said. “I enjoyed meeting other like-minded REALTORS® and affiliates from all over the state and was humbled to hear about their experiences and learn and grow from each other. I look forward to using the knowledge and skills I’ve gained to better the organizations with which I’m involved.”

This is the third year in a row that a Coastal member has received the academy’s David E. Maclin Humanitarian Award, and the second year in a row that a Coastal member has received both the Maclin award and the W.H.C. Wilson Memorial Scholarship.

“We are so incredibly proud of Joni and we feel privileged to have her leadership, values, and experience on our Board of Directors,” said Coastal President Joel Maher. “It takes a lot of work and dedication to complete this program, and the knowledge that our graduates bring back with them really helps us to better serve our members.”

“Today we honor you as future leaders in communities and within our REALTOR® organization and thank you for your willingness to step into a leadership role,” said 2018 Maryland REALTORS® President Boyd Campbell at the ceremony. “You have already achieved so much.”

The MRIS Investors and REALTORS® Property Resource sponsored the 2017-18 Maryland REALTORS® Leadership Academy event.

For more information, visit www.coastalrealtors.org

Author, Coastal Association of REALTORS®.