Standard Operating Procedure

 

1. Purpose

 

This Standard Operating Procedure (SOP) establishes consistent processes for delivering real estate, consulting, property management, and notarial services in a professional, compliant, and client-centered manner.

 

 

2. Scope

 

This SOP applies to all services offered by Niccol Gordon / Ms Why Rent, including but not limited to:

 

• Real estate consultations and listings

• Property valuations and market analyses

• Buyer readiness and credit education

• Home staging consultations

• Property management coordination

• Loan signing and notarial services

 

 

3. Client Intake & First Contact

 

 

3.1 Initial Inquiry

 

• Client inquiries may be received via website form, booking system, email, phone, or referral

• All inquiries are logged within 24 business hours

 

 

3.2 Agency Disclosure (NY Requirement)

 

• At first substantive contact, all real estate clients must review and sign the New York State Agency Disclosure Form

• This disclosure is not a contract and does not obligate either party

• No real estate services proceed without acknowledgment of this disclosure

 

 

4. Booking & Scheduling

 

 

4.1 Booking Process

 

• Appointments are scheduled via the online booking system or direct coordination

• Free services (e.g., listing appointments) require confirmation but no payment

• Paid services require payment prior to confirmation unless otherwise stated

 

 

4.2 Cancellations & No-Shows

 

• Cancellation and rescheduling policies are displayed at booking

• Late cancellations or no-shows may forfeit payment where applicable

 

 

5. Service-Specific Procedures

 

 

5.1 Listing Appointments

 

• Free initial consultation

• Includes:

   

  • Property walkthrough or review

  • Market overview

  • Listing strategy discussion

• Client must be willing to:

   

  • Acknowledge agency disclosure

  • Review and execute a commission agreement prior to listing

 

 

5.2 Property Valuation

 

• Conducted using:

   

  • MLS data

  • Public records

  • Comparable sales

  • Client-provided information

• Valuations are not licensed appraisals

• Delivered as an opinion of value based on available data

 

 

5.3 Buyer Readiness & Credit Review

 

• Educational and informational only

• No guarantees of credit score changes or loan approval

• Includes:

   

  • Credit overview

  • Readiness assessment

  • Next-step guidance

 

 

5.4 Home Staging Consultations

 

• Advisory-based service

• May include:

   

  • Design recommendations

  • Decluttering guidance

  • Buyer psychology insights

• Physical staging services may require third-party vendors

 

 

5.5 Property Management Coordination

 

• Services may include:

   

  • Tenant coordination

  • Vendor referrals

  • Rent oversight (where applicable)

• Does not replace licensed property management where required

 

 

5.6 Loan Signing & Notarial Services

 

• Performed by a background-screened, certified, and commissioned Notary Public

• Includes:

   

  • Loan signings

  • Real estate documents

  • Legal acknowledgments

• Identification verification required

• Fees are non-refundable once service is initiated

 

 

6. Payments & Refunds

 

• Payments must be made per the posted pricing and booking terms

• Refunds are governed by the Refund Policy

• Chargebacks are disputed with documentation of services rendered

 

 

7. Compliance & Ethics

 

• All services comply with:

  • New York State real estate law

  • NY Department of State notary regulations

  • Fair Housing laws

• No discrimination based on protected classes

• Client confidentiality is strictly maintained

 

 

8. Data Privacy & Record keeping

 

• Client data is stored securely

• Information is not sold or shared without consent

• Records retained per applicable NY requirements

 

 

9. Communication Standards

 

• Professional, timely, and documented communication

• Response time:

   

  • Within 24 business hours

  • Emergencies handled as appropriate

 

 

10. Dispute Resolution

 

• Clients are encouraged to address concerns directly

• Good faith efforts made to resolve disputes

• Legal remedies reserved where necessary

 

 

11. Updates to SOP

 

This SOP may be updated periodically to reflect:

 

• Legal changes

• Service expansions

• Platform or policy updates