SheCENTER(FOLD): Teresa Palacios Smith!

SheCENTER(FOLD): Teresa Palacios Smith

In this record-breaking, deeply personal interview, Teresa Palacios Smith, Chief Diversity, Equity, and Inclusion Officer for HomeServices of America, shares pivotal moments in her childhood, career milestones, and people who inspired her along the way. In her conversation with NAWRB, Teresa reveals memories and insights from her life that she has never shared before.

Interview by Desirée Patno

Section 1: Growing Up

NAWRB: What was your experience like growing up?

Teresa: As I look back there were many life altering events that shaped the person who I am today. As a young child and teen, I faced a great deal of loss, trauma, sorrow, and joy.

When I was three years old, my father kidnapped me and my sister Alma from our mother. I remember only seeing her one more time before being sent to Bogotá, Colombia to live with my grandmother and two uncles. We lived in Bogotá for three years without my father and were told that my mom had passed away.

One of the events leading to my father’s decision to take us happened a year earlier. What happened is something I rarely talk about, but it is forever etched in my memory. I was about two years old and my sister Alma (who is 14 months younger than me) was just beginning to crawl. We had been left alone for hours, and I could not withstand the thirst I felt. I remember not being able to reach the sink by myself and I had to pull up a step stool so that I could turn on the water faucet. Grabbing a glass, I filled it with water and started drinking. Out of the corner of my eye, I saw my sister Alma crawling toward me. She grabbed my leg and held her hand up as if to say, “I am thirsty too, please give me some.” So, I leaned down to give her water and as she was about to drink, I thought, “This is glass. My sister’s a baby. Glass can hurt a baby.” So, I signaled no-no, you are a baby and I put the glass out of her reach onto our breakfast table. I then watched as Alma crawled to the other side of the table where a chair was located. She pulled herself up and climbed onto the chair, climbed from the chair to the table, and then crossed the length to grab the glass. The whole time I watched her in amazement, thinking, “I wouldn’t have thought to do that. She is so smart.” As she grabbed the glass, the water spilled everywhere, and her little hand slipped on it just like you would see in a movie. The glass fell over the side, breaking into a jagged edge. Alma came tumbling after, landing on the sharp glass. It missed her left eye by inches.

The next thing I remember is being in what I thought was a firetruck but later I realized was an ambulance, and the fireman handing me a lollipop. Meanwhile, Alma was in the back screaming and fighting for her life. I could only imagine that the reason she was screaming was because the fireman had not given her a lollipop, so I remember trying to share mine with her. The injury to my sister’s face left her disfigured with a terrible scar that would be the cause of many stares, remarks, and questions and that would affect her self-esteem well into her teen years and beyond.

As I look back today, I think of that moment and realize that even as a child myself, I took on the role of a caretaker. I also felt responsible for the accident and blamed myself for Alma’s injury and for the events that followed.

The cause of the accident impacted our lives forever, and according to my father, this was the reason he decided to separate from my mother and take us away from her. He was at work when the incident happened, and my mother left us alone, which was not a rare occurrence. He knew he would have to leave and take us away from her so when he found the chance, he took it. I did not see my birth mom again until I was in my thirties when I decided to search for her.

Teresa, her sister Alma, and their Grandmother at the Beach

Another life-changing event happened during the time we lived in Bogotá, Colombia. We experienced a massive earthquake. It happened early one morning on a blistering cold day. That morning, Alma and I were fast asleep submerged under a pile of wool blankets (most of the homes in Bogotá at the time did not have heaters). Suddenly, I was awoken by the cold hands of my uncle who grabbed me from the bed, ran outside, and put me down on the front pasture outside our home.

Everything was shaking around me and my grandmother was already outside on her knees praying with her rosary beads. Running down the street was the familiar palenquera (a woman who carries bowls of fruit balanced on her head) but instead of the musical tone that I had grown accustomed to hearing from her, she was screaming with fright. I noticed there were things falling all around us. My uncle ran back inside to grab Alma. He threw Alma down next to me and I remember how scared we were as we held on to each other. We saw the ground form cracks next to us and roaches were crawling out. And then, the shaking stopped.

As we looked around, the earthquake had done only minor damage to our home and the homes around us, and while my family was uninjured, there had been some reported deaths in other parts of the city. Power and phone lines were down, and the electricity was out. We couldn’t drink the water and there was little food. A day or two later, I remember somebody came to the door, asking, “Are the American girls here? We are checking on them; we need to know if they are ok.” The people at the door were with the U.S. Embassy and came because my dad, who was in the states, had heard the news about the earthquake and had not been able to get a hold of us. Since the phone lines weren’t working, he didn’t know if we were dead or alive. They brought food and water and made sure we were safe and out of harm. They also brought us Hershey chocolate bars and as a child, there was nothing better. I remember thinking, “It’s so special to be an American.” That feeling is something that to this day I have never forgotten.

Events shape us and a near-death event happened to me and Alma when we were about 7 to 8 years old and visiting in Cartagena, Colombia. My dad and adopted mom, Mercedes, had to go to a government building to get some paperwork completed and since they were not going to be gone long, allowed me and Alma to sit on the beach with the caveat that we were not to move or get into the water. As soon as they enter the building, Alma takes off her shoes and says “I’m going in.” She gets in and starts jumping around. Not wanting to miss out, I take off my shoes and get in the water with her. The water is getting deeper and deeper. The Cartagena waters have a lot of dangerous undertows which is why we were supposed to stay on the shore. As we’re splashing around, the undertow catches Alma. She starts thrashing her arms. I think she’s just playing around, but then I realize she’s drowning. I walk out to try to save her. The undertow catches me now, so we’re both drowning. The next thing I know, out of nowhere, a man grabs both of us by the back of our shirts. He drags us out of the water and onto the shore. Then, he disappears. I don’t know if you believe in angels, but that man had to be one. Someone out of nowhere, picking us up, and saving us. We don’t know where he came from and never saw him again. This event shaped both of us and to this day we are both deeply spiritual and have great respect for the ocean.

Teresa, her sister Alma and their Grandmother

Teresa, her sister Alma, and their mother and father

NAWRB: Which virtues or traits did your parents instill in you?

Teresa: From my father, resilience, perseverance, and strong work ethic (my dad was a workhorse.) And most of all, I think resourcefulness. My dad believed if there’s a will, there’s a way: that was his biggest thing.

From my mother, Mercedes, who adopted me and Alma, I learned perseverance, resilience, responsibility, and courage. She had a passion for life which I know is a trait she passed down to me. My mother Mercedes had scarlet fever as a child and developed a small hole in her heart which caused a murmur.

When she gave birth to my younger twin sisters, Carmen and Rosa, the strain of pregnancy caused the hole in her heart to grow, which would later develop into congestive heart failure. I was only ten years old when my mother had to have open-heart surgery. My twin sisters were sent to live with my grandparents in Colombia. My father worked full time and because I was the oldest and had a better command of the English language, I was asked to be my mother’s translator. I went to the hospital every day that she was in the ICU to help her recover. I still remember all the tubes and her naked body; I’d never seen my mom naked before. I also remember the nurses saying, “Give your mommy some soup; she needs to eat some soup.” I was feeding her instead of her feeding me. She looked at me with both pain and love as if to say, “I’m so sorry that you have to do this.” That was another traumatic moment for me and to this day, the memory brings me to tears. From that moment on, my mother suffered from heart problems, and we spent time in and out of many hospitals. My mom Mercedes died when I was 18 years old but the positive impact she had on my life is something that lives with me to this day.

Her mother, Mercedes

NAWRB: Who was the most important influence on you as a child and why?

Teresa: There were so many important people that influenced me as a child. Obviously, my grandmother Teresa, whom I am named after and with whom we lived for so many years. Yaya, my great grandmother who was so loving and would make us hot chocolate Colombian style, which is a very different experience. My two uncles who helped raise us when we were little-- especially my Uncle Freddie. He was such a loving uncle and taught us about music. My aunt Connie, Estella, and Martha who were there for us when my mother Mercedes died. And my mother, Mercedes, who was a huge influence from the moment she entered our lives.

I also must mention two teachers who would forever change my life.

Mrs. Cursive

In second grade, I had a speech/linguistics teacher by the name of Mrs. Cursive. When I entered kindergarten, I didn’t speak English and by the time I was in second grade I was struggling in reading and language. Mrs. Cursive was a special ed teacher who was both patient and kind and unlike most children who dread being called out to take special classes, I looked forward to every minute that I had with her. The love and support she showed me and every one of her students meant everything. She would tell me how smart I was, and I soared in her class. It was not until third grade that I would know how much Mrs. Cursive would change my life. That year, I had a teacher who would belittle me, humiliate me, and show great prejudice and who would eventually fail me in the third grade. Even at a young age, I understood the impact of what being kept behind my classmates would mean. My dad was horribly upset when he found out and that summer instead of playing like other children, I had to spend the whole summer studying. My dad was not an easy person to deal with, but he really knew how to speak up, especially when it came to his children. At the beginning of the school year, he went back to the school and told the principal that he believed I had been discriminated against. I remember the principal calling Mrs. Cursive in for a recommendation. She did not agree that I should be held back and offered to re-test me. She was the one who was instrumental in elevating me to the fourth grade. I don’t know if I took any tests, but what I do remember is that in the fourth grade, I made straight A’s. The belief that Mrs. Cursive had in me gave me the confidence I needed to succeed. I will never forget her.

Mrs. Canterbury

Entering the ninth grade was extremely difficult for me. I had signed up for speech because I was extremely shy and hoped it would help me develop confidence. That’s when I met Mrs. Jimmie Canterbury. She was a young, vibrant, and passionate teacher. I fell in love with public speaking and drama and took every course she taught throughout high school. Mrs. Canterbury encouraged and inspired me, and from her, I developed the confidence I needed to go on to college.

I still remember my senior year, and as it was customary at the end of year, seniors and parents would be invited to participate in the senior awards ceremony for academic excellence and achievements. I dreaded going to this event as I knew that I would not be receiving an award. The only chance I had was in Mrs. Canterbury’s class, but I knew that Mrs. Canterbury only gave out one award and it was only given to a student who participated in after-school plays as an actors. I knew I would not be receiving that award since I was not able to stay after school due to work, soccer, or my mother’s doctor appointments. But to my surprise, that year she gave an award called the Overall Speech Award. When she called my name, I was so shocked and excited. I was in awe that I won anything. It was one of the best days of my senior year. I don’t think people realize how special teachers are and the significant role they play in a young person’s life. She really changed my life.

Section 2: Beginning of Career

NAWRB: When did you make the decision that real estate was the right path for you? Was it a moment or a more gradual process?

Teresa: I became a real estate agent because of what it did for me and my family. We had just moved to Miami from New York and lived in a small apartment. One day, my dad sat me down and told me that we were going to move and that I needed to help my mom look for a home. My mom didn’t speak English, so I needed to help translate. I was about to enter second grade, yet I was translating terms and documents when I couldn’t even write. When we finally closed on the home, I still remember how my dad’s hands trembled when he attempted to unlock the front door; he even dropped the keys before successfully opening it. As Alma and I ran inside screaming with excitement through the entire house which appeared to be a mansion (in reality, it was less than 1000 sq. feet) we noticed my mom going to the kitchen and bursting into tears. My dad also had tears running down his face. I had never seen my dad cry. At the time, I didn’t understand why they were sad. It was only later that I understood that the tears were of joy and pride. I remember thinking how fortunate we were to own a house. I think I eventually became a realtor because of that experience and because it led to another home purchase when we moved to Mississippi. The equity we built in our first home allowed us to buy a larger home there. I wanted others to experience the beauty of homeownership and the opportunity it gave me and our family for a better life.

NAWRB: Is there something you struggled with most in the early stages of your career?

Teresa: I struggled with balancing my culture and being a working mom. I was taught, especially by my father, to have a submissive personality. And I struggled with having a voice and speaking up. As you can see, I have found my voice and use it to make a difference.

“ I struggled with having a voice and speaking up. As you can see, I found my voice.”

Section 3: Leadership and Career

NAWRB: When did you start playing soccer? When did you start being a soccer referee and how did that role influence you?

Teresa: My dad had grown up playing soccer in Colombia and soccer was becoming popular in the south, so he decided to start a league in our community. Girls’ soccer wasn’t as popular as it is today so in essence, we were all trailblazers and didn’t even know it. It wasn’t that I decided to play soccer. My dad told each of us, “You’re playing soccer,” and that was just the way it was. I was 15 years old when I started. He was a very controlling father and coach, but playing soccer really ended up helping me. For the very first time in my life, I felt like I was part of a team, accepted and included. Soccer taught me discipline, perseverance, decision making, and leadership. It was an all-girls team, and I was the goalie. I eventually also coached the team.

Becoming a referee was a natural progression as our league needed people who knew the game. It was again something that my dad made me do because I could also earn money doing it. I learned so many great lessons from being a referee and I also really got to know soccer inside and out. It was empowering and I loved everything about it.

Teresa in the referee uniform

NAWRB: What did your time working as Chair Elect and later Chair of the Georgia Hispanic Chamber of Commerce (GHCC) teach you?

Teresa: It was one of the most amazing experiences I’ve ever had because it was the first time that I had a chance to lead an organization. Prior to my role at the Georgia Hispanic Chamber of Commerce (GHCC), I had been involved with another local organization that had about 500 members and where I had spent five years as a volunteer leading different committees with the goal of becoming President. I had successfully chaired committees that had soared under my leadership, and I was part of the board of directors. I remember sitting down with the president of the organization to discuss what my next role would be. He told me that they valued all that I was doing and how much they appreciated my leadership. I remember telling him that I really wanted to be President and asking if he could advise me on what I needed to do to be considered for the role. I was taken aback when he told me that he just didn’t believe I had what it took to lead a group like theirs. I’d led five different committees each of which had received national recognition for Chapter achievements, but I didn’t have what it took to lead a group like theirs? What did this mean? Why was I not good enough? I was totally devastated that a man that I respected told me that I was not good enough to be president.

My husband, Mike, was shocked, and my kids were upset seeing the effect this had on me. I will never forget their advice, “Why don’t you join a group that will value you and all that you have to offer? Why don’t you lead a Spanish organization? You’ve got what it takes. Don’t let this person tell you that you are not good enough. You’re way more than good enough.” Their belief in me was inspiring. This was a turning point for me. I joined the Georgia Hispanic Chamber of Commerce (GHCC) that same year and began volunteering. Within a year, I was asked to be part of the Board of Directors and by the end of my 2nd year, Sara Gonzalez (CEO) and the rest of the board elected me Chair-Elect. In 2005, I became the Chair of the organization. We had 2,400 members and were becoming the go-to organization as a source for knowledge and connections. Latinos were an emerging market in this country, and everyone wanted to be involved with the GHCC because of the influence this organization had on the community. I’d proven that I had what it took to lead a powerful group.

GHCC Chair Elect with her father

GHCC Award 2007 clipping

NAWRB: When and why did you join the National Association of Hispanic Real Estate Professionals (NAHREP)? How did your role as National President impact you?

Teresa: I was working for Prudential Georgia Realty at the time and was the Chair Elect for GHCC. Dan Forsman, CEO of Georgia Realty was the first person to introduce me to NAHREP. He had launched a NAHREP Chapter in Gainesville, GA with one of our colleagues but it had failed to get off the ground. Dan was insistent that I get involved with NAHREP because of the potential and opportunity he saw in this organization to impact homeownership. That year (2004) NAHREP was holding a conference in Denver, CO and Dan thought that I should attend. I told him I didn’t have the time. I had small children at home, my work along with my new role at the GHHC was more than I could handle but anyone who knows Dan knows you can’t say no to him. He convinced me to go, and that decision changed the course of my life forever. One conference and I was hooked. NAHREP was something special and I knew it the minute I walked into the conference. Gary Acosta and Ernie Reyes, Jr (co-founders) had created an organization that combined the Latino culture, professional entrepreneurs, and business leaders with the focus on real estate which had always been the missing link for me at the GHCC. At the conference, I met the vice president of Stewart Title in the elevator. We were talking and he told me about two men at the conference who also wanted to start a NAHREP chapter in Atlanta. The week after, Bobby Armes and James Altamirano came to my office in Atlanta. We sat down and put together a plan to start the chapter. Due to my role at GHCC, I did not become President of the NAHREP Atlanta chapter until 2010. I accepted the role during the toughest time in our industry. It was right after the real estate market crash of 2008 and many of our members had left the industry. Our membership was comprised of only 24 people (if that many) and half of them were on the board. Juan Martinez, the past president of the NAHREP Vegas chapter and now on NAHREP’s national board volunteered to coach all the chapters. He had successfully turned around the Las Vegas Chapter and it became the #1 chapter in the organization. For me personally, having Juan Martinez coach us was one of the best things that NAHREP ever did. He would conduct a 30-minute call with each of us once or twice a month. I was on every single one of these calls and I did everything he told me to do. Within a six-month period, we turned that chapter around and grew it to 200 members. He only started coaching us six months in, so imagine if I had been there for the entire year. After that, Juan Martinez recommended me to the National Board. And shortly after Ernie Reyes, Jr recommended that I run for President. I remember him saying "Mija, it is your time. If not you, who? If not now, when?"

In 2014, I ran for incoming President and won. What did it change? Everything. Being elevated to this role gave me national exposure and huge opportunities. I was surrounded by some of the brightest and most influential people in the industry and I developed contacts and networks that I still have to this day.

NAWRB: How did you first become involved with HomeServices of America?

Teresa: I met Gino Blefari when he had just been named CEO of HSF Affiliates. I recall that it was during a NAHREP Corporate Board of Governors (CBOG) meeting that we were attending when he approached me and asked if I would be interested in helping him build a nationwide diversity and inclusion program across the Berkshire Hathaway HomeServices and Real Living franchise networks. There was no role at the time for DE&I in the organization, but Gino was determined to create one. In 2017, he launched the division and named me Vice President of Diversity & Inclusion and Women in Leadership. In 2019, Gino was elevated to CEO of HomeServices of America and immediately reached out again to let me know he was bringing me up with him. He asked if I would oversee and align all the DE&I efforts across all the HomeServices organizations. Gino has elevated me more than any other person and he continues to promote women and minorities into leadership roles within our organization.

NAWRB: What quality was essential for you to bring to the job when you took on your role as Chief Diversity, Equity, and Inclusion Officer and how has this role shaped or changed your leadership style?

Teresa: I have been a REALTOR® for 25+ years and have experienced firsthand the hard work our agents put in every day. I have also been a part of many multi-cultural organizations which brings a great deal of credibility to my role. As the daughter of immigrants from Colombia along with the fact that I was born in New York but raised in the South, I appreciate different cultures which brings empathy and understanding to my role. I have been bullied, stereotyped, experienced bias, prejudice, and discrimination and have had to overcome adversity. I have been able to share these personal experiences when I speak in the training that I conduct.

I am passionate about elevating others and offering opportunities to all. As a woman who was told I would never be President, I know how important it is to create those leadership opportunities. That’s why I started Women Who Lead. I think all these things rolled into one made me realize how critical it is to have mentors, to mentor, and really understand that we’ve got to make a difference and change the status quo in order to make the world a better place.

Teresa with her husband and kids

Teresa and her son Jeffrey

Palacios Family in Mississippi

Teresa and her daughter Jessica

Teresa and her husband

Section 4: Women in Leadership

NAWRB: Why did you join the NAWRB Diversity & Inclusion Council (NDILC) and how has the board impacted you?

Teresa: I joined the NDILC due to the recommendation by a dear friend, Vanessa Montanez, aka the “DIVA” who was a part of the council. She reached out to see why I wasn’t involved and explained all the great things the organization was doing. She gave NAWRB a glowing review and encouraged me to join and I am so glad I did. We’ve got a really core group in the NDILC; and we’ve all become friends. On the council are talented women in different disciplines and areas. For example, I normally would not interact with Tami Bonnell who is the chair of EXIT Realty, but because of this group, I have been able to mastermind, exchange ideas and learn more about her. I feel very blessed to be surrounded by the caliber of the talent and the intellectual capital in this group. There is nothing more powerful than being surrounded by people smarter and brighter than you.

NAWRB: What sparked the idea and creation of your podcast “Women Who Lead”?

Teresa: I started “Women Who Lead” a couple years ago when I realized that younger and newer agents were looking for role models and mentorship. I knew that this was important for me growing up as a Latina in Mississippi. As I have shared, my mother was in and out of hospitals due to her heart condition. I was struggling in school and going through a difficult time in my life. One day, I was in the hospital with my mom, and I picked up one of her Spanish magazines. Lynda Carter was being featured in the magazine talking about her role as Wonder Woman. She was my hero, and I loved her show. As I read on, I found out that she too was a Latina like me and faced many of the same issues that I was currently facing growing up. That was an “aha” moment for me. I saw a role model who inspired me, and she too had experienced tough times, that really helped me through some of the toughest moments of my life. Although I didn’t pursue acting or drama in college, the fact that I could see someone who looked like me and that I admired really propelled me to believe in myself. I started “Women Who Lead” because I want to make sure that everyone has the chance to see all the great role models that are part of the show. Our guests come from different backgrounds, cultures, ethnicities and hold various roles in leadership. They share their experiences, successes, and failures along with their struggles to get to the top. The show inspires me every single week and I hope that it inspires others as well.

Teresa's Podcast "Women Who Lead"

Section 5: Fun Personal Questions

NAWRB: Who and what motivates you every day?

Teresa: I have two incredible kids, Jessica, and Jeffrey, who motivate me. My husband, Mike, motivates me. I have the support of incredible leaders like Gino Blefari and Christie Budnick along with the team of HomeServices employees. Allan Dalton, who has become a close friend, also inspires me with his wisdom and no matter how busy he is, he’s always there.

Finally, I would not be here without my parents. The struggles we had growing up and all that my parents sacrificed to provide me and my sisters with a better life motivates me every day.

Teresa and her sisters in Colombian costumes

NAWRB: What is something people don’t usually know about you?

Teresa: When I was a young girl, I stuttered. My grandmother told me that my stutter probably stemmed from all the trauma I went through. Sometimes when I get nervous or start speaking fast, it comes out especially when I am speaking Spanish. Also, that I struggle with insecurity and imposter syndrome, which is a common problem for many women.

Finally, that I’m a survivor. I’ve been through a great deal of pain and suffering and difficult times in my life and yet I face each day with a positive outlook and with hope of the great things that tomorrow will bring.

NAWRB: When did you become the Halloween Queen and why is Halloween so important to you?

Teresa as a KISS member

Teresa: There is no doubt that many of the experiences I had growing up led me to my love for Halloween. I didn’t fit in anywhere and my family was ostracized because we were so different. As a child and adolescent, all I wanted was to be included and to feel like I fit in. Halloween was the only time when it was ok to be different. I could be anyone I wanted to be. I looked forward to Halloween and to this day that still holds true.

There was also a house in our neighborhood that always had great Halloween decorations. I always wanted ours to be like that house because they were cool. Our family was not cool. When we went trick-or-treating, the decorated house always gave full-size candy bars. It was where everyone wanted to go. I remember thinking, “When I grow up, I’m going to be that house.”

Today, I create that same experience for all to enjoy and I love adding new “monsters” to my collection each year. I also believe that my love of drama and the theatre has really helped me create a fun experience. Every year, I am excited to see the generation of kids who are now adults bringing their kids by because of the fun experience and the memories they had coming to our home on Halloween.

As for the “Halloween Queen” title, I think my daughter Jessica has taken over that one, but I was given that title by colleagues at Berkshire Hathaway HomeServices Georgia Properties. We would do a Halloween event every year and hold a costume contest. Everyone knew that I would dress up and couldn’t wait to see my costume. It became a challenge to see who I was coming as each year.

Teresa as Cher

Teresa as 2010 MTV Meat Dress Lady Gaga

Teresa as Prince