By Kevin Clark

In recent years it has become popular to be identified as a “professional.” The term somehow distinguishes a person, providing a certain dignity worthy of respect and higher rewards.

As a result there has developed a growing discussion over the difference between being “a professional” and that of “acting professionally”. The former were historically doctors, lawyers and engineers who held some form of higher education than the general public, and therefore had something to “profess” for which they would be held responsible. They had the capacity to help or harm those they served and subsequently had a “duty of care” in the information they professed to those around them – a fiduciary duty.

In recent decades, with the advancement of learning, knowledge and training in so many fields of work, it is no wonder that many additional occupations are now considered professions. As a result, society holds their work to a higher standard. They are expected to maintain a duty of care in the conduct of their business and are considered by simple definition to be fiduciaries to those they serve.

The real estate industry would be one such field.

To work in this industry one must be granted a licence by completing a wide-ranging program of education and successfully passing required provincial examinations. One must also be of good character and adhere to comprehensive standards of regulation through law, rules and business standards. If found to breach these standards, those licensed will be held accountable by a government appointed regulator. In addition, local, provincial and national associations establish Codes of Ethics that their members commit to follow.

All of this suggests the right to be called a professional. However, though professional by designation, we don’t always act professionally. To “act professionally” may be much more to describe someone else’s behaviour and whether it meets our own expectation of how they should be behaving within a given circumstance.

– My plumber is so professional because he gets to me on time and does the job on budget.

–  At Tony’s Restaurant in St. Louis the staff is the most professional in Missouri.

–  Go to ABC Service, they will greet you and treat you very professionally.

or

–  That taxi driver was so unprofessional because he ignored my request to stop smoking.

– They act so unprofessionally at ABC Diner because they never get the order right.

–  If only they would act more professionally and treat me the way I think I should be treated.

When we make such pronouncements it sounds as though what is being described is more how the person behaved than what they are. Professional behaviour seems to have more to do with how a person/company deals with me (or the person who is pronouncing that quality of behaviour) than their qualifications. If a person is behaving professionally it is because they have made me feel valued and if I feel they are acting unprofessionally it is because they have somehow inconvenienced me or what I represent.

It is also interesting to note that, in most cases, when a speaker is telling us about professional behaviour, we are confident we know what is being described, without further explanation of what the behaviour was. For example, “She is such a professional…” Why, what did she do?

So what are some of the behaviours that make us say we have been dealt with professionally?

One who is patient: who perseveres in the face of delay or irritation, without acting in annoyance or anger or in a negative way. Impatience would never be described as professional, nor would it be a quality to pursue.

One who is kind. Attentive, considerate, thoughtful, concerned, caring, compassionate, sympathetic and/or courteous. Unkindness/cruelty would never be described as professional nor would it be a quality to pursue.

One who is not envious, boastful or arrogant: Someone who does not resent an advantage enjoyed by another, with an envy to possess the same advantage; who does not brag that they are better than others and does not present an inflated sense of their personal status or accomplishments. Envy, conceit and arrogance would never be described as qualities to pursue in one’s pursuit of professionalism.

One who does not put others down or seek advantage over others:  A person who does not gossip, speak ill of others or cunningly try to take an unfair advantage. Cunning may be secretly admired and gossip so seductive, but neither would be described as professional.

One who is not quick to get angry and does not hold on to a memory of resentment: Someone who constrains their emotions even when frustrated; who gives the “benefit of the doubt” and “throws a little slack” without a get-even memory. Unconstrained anger, revenge and holding ill-will are hardly seen as professional behaviour.

One who does not find pleasure in doing wrong but finds pleasure in professional behaviour: Those who are saddened by the behaviour of others who dismiss the law, regulations and standards. Who are encouraged and seek to encourage higher ideals of behaviour in themselves and others. Indifference and apathy are rarely seen as being professional behaviour.

One who seeks to protect the laws, rules, regulations and standards that together create a profession within which to operate: One who protects the public, whom they have been granted a licence to serve and through whom they make a living. One who protects his fellow licensees who provide a vast pool of opportunity, knowledge and experience. Those whose behaviour disregards and even harms the society within which they conduct their business would not be seen as professional.

One who seeks to trust: Who extends trust and encourages trust, rather than suspicion and judgment. Who looks for the good before judging to be bad. Who seeks to demonstrate trustworthy behaviour in themselves even when not reciprocated. Few business dealings are worse than having to deal with someone you do not trust.

One who always hopes: An optimist, looking for the good in those around them. Who inspires, encourages and lifts those with whom they come in contact. A problem solver and solution finder. Few dealings are more discouraging than those with a pessimist who sees the grey in every situation.

One who always perseveres: Who keeps trying even in the face of difficulty or with little indication of success. Who “keeps their head while all around them are losing theirs and blaming it on them”. Laziness, idleness or giving up would hardly be qualities to adopt in an effort to be more professional.

Thus, to “act professionally” is more a personal lifestyle choice that one seeks, rather than a list of standards one can attain for better business. It is neither something to claim of oneself nor something one will ever fully accomplish, and yet it is something one can pursue every day and in every area of one’s life.

Certainly those of society considered to be professionals can encourage professional behaviour through instruction. Perhaps more importantly, however, they will lead by example, since they recognize that they too are still learning to be more professional in their own lives. Surely this is the essence of self-regulation. In the words of Ghandi: “Be the change you wish to see in the world.”

In the real estate industry, as the legal leader of every brokerage, a broker has the greatest opportunity to model and mentor such behaviour to those they choose to represent their brokerage. In order to make that effort they must however be convicted in the value, both to themselves and to their brokerage. This is the “what’s in it for me” benefit of acting more professionally even when others are not doing so.

Fundamentally, professional behaviour in every aspect of our lives (as real estate licensees, as marriage partners, as parents, as neighbours and as members of society), builds greater trust and confidence in those around us. Trust and confidence build stronger and more satisfying relationships, more referrals and ultimately a stronger business model.

After all: If I can quote every line of the law, rules, regulations and bylaws, but do not present myself professionally, I am only an empty bag of wind with no real respect from those around me. If I have all the awards and honoured plaques mounted around my office wall, but do not present myself professionally, I stand on a lonely pedestal awaiting my fall.

If I give away all of my time, my energy and my commission, but do not present myself professionally, I will have nothing to show for my efforts.

A “true professional” is never something one should claim for oneself and something one will never fully attain – but the sweetest accolade that can be extended upon you.

Kevin Clark is a past president of the Calgary Real Estate Board (2006) and proud to be a street level licensee in his 38th year representing clients in their real estate transactions.