August 2014 inland empire by Executive Agent Magazine

EXECUTIVEAGENT MAGAZINE

John Fontamillas & Joel Valmonte Executive Agents of the Month

Inside Features: Rossana Aliaga Tarbell REALTORS速

Clendenen Group CENTURY 21 Award

Richard Hedrick imortgage

Savor your dream home.

We have a loan for every home . . . simple as that.

Dream homes come in all different styles and sizes and so do our loans. We offer dozens of loan products to accommodate just about every borrower out there. As your dedicated Rancho Cucamonga mortgage specialists, we provide great rates, superior service and fast closings.

Experience the imortgage difference! Call today!

(909) 912-7810 Richard Hedrick, Branch Manager NMLS ID 1059650 richard.hedrick@imortgage.com imortgage ● 8686 Haven Ave. Suite 150 ● Rancho Cucamonga, CA 91730 This is not an advertisement to extend consumer credit as defined by section 1026.2 of Regulation Z. Licensed by the CA Department of Business Oversight CRMLA 4131040. Corporate NMLS ID 174457. All rights reserved. 07022014. Equal housing opportunity.

contents

Southern California’s Publication for the Real Estate Professional

ExecutiveAgent

Magazine

August, 2014

Inland Empire

Cover Story

Editorials

24 - Sheila Murray Bethel: It’s Conference Time! Are You Ready?

32 - Scott Gross: Emotional Labor

ADVERTISERS’ INDEX

10 - Terri Murphy: Selling With Style

City of Hope..................................35 Evergreen Realty HomeSmart..........6

14 - Walter Sanford:

“I Endorse My Agent Because..”

Mike Ferry........................................8

Clever Idea For Obtaining New Leaders

PWAOR...............................31

TIGAR....................................9

John Fontamillas & Joel Valmonte

The Termite Guy...............................7

Executive Agents of the Month

Rossana Aliaga

imortgage....................................2 i Photography Studio................23 & 36

28 - Steve Yanoviak:

Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 366-3349 Fax: (949) 266-8757 Email: Info@eamag.net Web: www.EAMag.net

Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Lalaena Gonzalez–Figueroa, Shannon Hartsoe, Haley Freeman, Steven McReynolds

26 Karen & Thad Clendenen

© Copyright 2014 Executive Agent Magazine. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Although every precaution is taken to ensure accuracy of published materials, Executive Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors.

Richard Hedrick

ExecutiveAgent Magazine

E XECUTIVE AGENT MAGAZINE

Written by Shannon Hartsoe

Richard Hedrick

ometimes, having no option turns out to be the best option. Just ask Richard Hedrick, branch manager for imortgage’s office in Rancho Cucamonga. Less than a year into his job as a lender back in the 1980s, Richard wanted to quit. But he couldn’t. “I was ready to quit and was told that I could not, they would not let me!” he recalls. “Boy, am I glad they refused.”

So are the many clients Richard has helped secure lending that got them into the home of their dreams. For Richard, the initial nine months of working six to seven days a week have paid off. Just 18 months after he started, Richard earned the circle of excellence award and made his first trip to the big Island of Hawaii. “I was hooked.”

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We have a loan for every home... simple as that.® “After many successful runs as a loan originator, I earned similar trips as branch manager, area sales manager and have traveled all over the world as a result. Oh, and yes, I did take calls while traveling.” Such dedication to clients is a big reason why Richard remains so successful. “After all,” he says, “my customers earned that right.” A Family Business In Santa Ana during the 1970s, female loan originators were rare. But Richard’s mother was one of a few in the area. She was the family breadwinner, and Richard to this day remembers how hard she worked to build her career and provide for their family. “She made some sacrifices as a mother to do so,” he says. “She shared her W-2 one year while I was in high school and I was blown away. My decision to go into sales was made at that time, when I really was not ready to make a decision.” But that decision proved to be the right one In the 1980s, Richard became bored with college and wanted to do something more meaningful. He went to work as a “gopher” in his mother’s small brokerage in Orange County while earning a bachelor’s degree in finance with an emphasis on real estate from California State University at Fullerton. Richard’s job involved answering phones, driving his mother’s big Cadillac to deliver messages, typing VOE’s and more. One day, she said to Richard: “OK, well, we will print some cards, train you on how to qualify a borrower and give you State College as your milk route. The rest is history,” he says. It wasn’t just the opportunity to earn a good income that drew Richard to sales. Success went hand-in-hand with helping others, a practice he learned from his mother. “My mother provided to help others generally, but more specifically to help others attain homeownership. I genuinely like helping others whether it’s in my commitment to serve the community charitably or serving others in reaching their dreams. That dream could just as easily be a career dream as it is a home-ownership dream.” Adapting to a Changing Industry In 1992, Richard become a licensed real estate broker and approved DE underwriter. And he’s seen a lot of changes since the 1980s. “When I first started in this business rates were published weekly, on Monday, and you

essentially had three choices -- FHA/VA/Conventional. Fax machines were not yet available and my daily calls were made face to face,” he recalls. “However, the challenges remained very similar -- good credit, cash-to-close and a sustainable income were necessary to qualify, and this has not changed. The sales process, well, it remains the same: find out what the customer needs and wants, present a solution and ask them for the business. That’s not easy, for sure, but relatively simple.” Today Richard is happy working with a highly professional team at imortgage, where he’s been since March of 2014. He joined imortgage after ending a long tenure with a fortune 500 financial services organization to seek out an entrepreneurial opportunity where his talents could be best utilized. “imortgage was an impressive organization at that time but not ready for me. However, our conversation continued. In March of 2014 we agreed that the time was right to lead its Rancho Cucamonga branch. I can say with all sincerity that people at imortgage, at all levels and positions, genuinely like the company and their job - that of course flows through to the customer.” He adds that the Rancho Cucamonga team “is a remarkable team simply because of their desire to take care of the customer. Combine that dedication with the fact that imortgage is a direct lender offering a full menu of products, and you have a win-win scenario.” “Our team is excited to be a part of this thriving community,” he says, adding with a grin: “If I were the competition in this market I would be worried.” Richard Hedrick - Branch Manager imortgage 8686 Haven Ave., Suite 150 Rancho Cucamonga, CA 91730 Tel: 909.912.7810 Richard.Hedrick@imortgage.com http://www.imortgage.com/Richard.Hedrick NMLS ID 1059650

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For your lending needs, please contact: Elijah Aldinger 714-914-3661 NMLS # 244976 Elijah.Aldinger@AcademyMortgage.com

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Comprehensive Education

CRMLS Award Winning MLS Provider

Weekly Breakfast Networking Connections

TIGAR Political Connections

through our Government Affairs Director

The Inland Gateway Association of REALTORS® Successful Recreational Events

Technology Connections

via Facebook, Twitter, Live Streamed Meetings & More!

Your REALTOR® membership in The Inland Gateway Association of REALTORS® Connects You with exclusive products, programs and services as well as becoming a member of the California Association of REALTORS® (C.A.R.) and National Association of REALTORS® (N.A.R.), benefiting from the strength of 1.3 million REALTORS® across the country all committed to creating a strong and viable real estate marketplace. We make sure you are always connected using the latest technolgies such as Facebook, Twitter, and Email Newsletters to keep you informed with all the Real Estate news that affects your business. We pride ourselves as the member friendly Association of REALTORS®. Our customer service team strives to make your experience with us the best part of your day.

(951) 735-5121 The Inland Gateway Association of REALTORS® 321 E. Sixth St. Corona, CA 92879

www.tigar.org

TIGAR The Inland Gateway Association of REALTORS®

Selling With Style

f you’ve been in sales for any length of time, you may have had an experience with that one client or customer where you just didn’t “click” right away. You may have made the assumption that they just didn’t like you, or that they were just “difficult” to deal with. Most probably, this person had a social style, or communication mode that was quite different from your own and with a little training and insight, this difference in your styles could have become overcome. Do you ever hear yourself saying, “Well, it’s just how I am. I love people and am very enthusiastic, outgoing and I can’t help myself. It’s just me!”

This shotgun approach to selling everybody with the same approach can be a costly mistake in today’s competitive market where we need better relationship skills than ever before. Whether we use electronic communication, or face to face selling, understanding how to relate more effectively to other people’s social styles can drastically improve the relationship and the eventual outcome of your efforts. 10

People buy when they feel comfortable. What makes them comfortable may vary from style to style, but the common ground is always that they feel understood by their salesperson. This transcends the 70’s and 80’s strategies of the confrontational, “looking out for number one”, to a win-win philosophy of empowering the consumer to make the right decisions in a supportive environment. There are several reasons to be empowered with learning how to adapt to a customer’s style. With the emphasis on “Clients for Life” and the enormous monetary outcome of maintaining a client for more than one transaction, learning a few basics on selling with style can make a huge difference in your production and income. The sales profession has been inundated with numerous programs to help us “read” people and learn about our particular communication styles. Since Hippocrates developed the four basic human temperaments we have learned that there are 4 basic tendencies. At U.S. Learning we define them as: the Driver, Expressive, Analytical, Amiable models. These basic four styles are not a judgment, but convey general

ExecutiveAgent Magazine

Written By Terri Murphy

characteristics of their personality that can help us help them. One of your most valuable skills is your ability to assess the communication or behavioral style of your customer or client in an effort to work with them in a successful manner. As there is no best style, when we understand our own style, we can then begin to understand and appreciate other behavioral styles and serve them in a way that works. It is incumbent upon us to respect the dignity, comfort zone and uniqueness of each person we deal with. It is also up to us to close any communications gaps that might exist. It is naïve to think our customers are going to devote much energy to that task. The four basic styles describe the dominant tendencies of individuals and offer us valuable and reliable clues as to how we should interact with them. In our attempt to adapt to the different styles, it would be important for us to keep in mind that with Drivers we should be efficient, with Expressives stimulating, Analyticals accurate, and Amiables agreeable. Responding to people’s individual

styles in this manner promotes faster and shorter sales cycles and improves the probability of a good long-term, win-win relationship. Terri Murphy is one of the industry’s leading consultants on the integration of traditional marketing and communication with today’s Web and Internet tools. Her expertise is developing and growing customer relations to create a more profitable business model for Fortune 500 corporations and real estate companies nationwide. She has 24+ year career in the real estate industry and holds the GRI, CRS, LTG & CREC designations. She is the CIO for U.S. Learning, Inc. and a frequent spokesperson for sales industries nationwide. Copyright© 2003, Terri Murphy. All rights reserved. For information about Terri’s presentations, contact the Frog Pond at 800.704. FROG(3764) or email susie@frogpond.com; http://www. frogpond.com

ExecutiveAgent Magazine

E XECUTIVE AGENT MAGAZINE

ExecutiveAgent Magazine

From Lending to Real Estate Sales, Success Comes Naturally Written by Shannon Hartsoe

real estate agent with a solid background in mortgage lending and banking, Rossana Aliaga understands all of the facets of a successful real estate transaction. Her approach is simple yet profound: treat every deal as if it’s your own and never miss a chance to do a good deed. “My immediate goal when working with my clients is always to gain their trust and confidence,” she says. “Then I retain that trust by exceeding their expectations.” With an outgoing personality and a ready smile, Rossana is instantly likeable – it’s easy to see why clients are drawn to work with her. But what keeps them coming back is her impeccable market knowledge, her expertise in lending options and her willingness to go the extra mile for each and every one of them. These traits have made her one of the most successful agents at Tarbell REALTORS®, where she has been a top producer since joining the company. Learning the Ropes Rossana started her career in banking where her quick thinking and strong work ethic quickly led to a position in the company’s mortgage lending division. Shortly after, she transitioned to lending and worked for a while as a loan processor for an area lender. But as she became more and more knowledgeable about the real estate industry, she decided that sales was her real passion. “I excelled in promoting the different programs and services the lender offered and I always was the one getting the high rewards in the office,” she recalls. “I saw lots of potential to be more effective as a lender but was constrained by the bureaucracy of a big company with lots of rules. I realized that my true desire was to work with people and be able to make a difference in their lives.” She earned her real estate license in 2005 and immediately set about creating a marketing plan that would help her attract business and allow her to build her dream career. “When I was in lending, I always had ideas about how to market, and how to create better systems. In real estate, I enjoy helping others and having more control over my own business.” Her clients appreciate the knowledge that she brings to every transaction and today, the bulk of Rossana’s busi-

ness is from repeat customers or from referrals, an honor Rossana doesn’t take lightly. “I have clients that I helped the parents buy their house, and they recommended me to their sons and theirs sons recommended me to their friends and so on,” she states. “It means a lot to me that I’ve been able to build my clientele by being honest, professional and effective. It does not help if you are a nice Realtor® but cannot get the house that they want or help them sell their home for their desired price.” Building a Future But this is one agent who isn’t content to rest on past successes. Already, Rossana is planning to add even more expertise to her impressive wealth of knowledge. She’s constantly seeking ways to improve by taking continuing education courses and by working with other agents who have mentored her along the way. This year, her goals include becoming more adept at commercial and investment properties as well as growing the technological part of her business. Says Rossana, “real estate has undoubtedly changed in the past few years and our clients expectations have changed with them. I quickly adapt to those changes and most importantly I have to be able to educate my clients in the market conditions. Continual growth is crucial to help stay ahead of the market.” At the end of the day, Rossana believes that it’s her customers who have made her such a success. “When my clients choose me as a Realtor® they’re putting their trust and their confidence in my abilities and I work hard to let them know that trust is not misplaced. They can rest assured that I will dedicate my time to ensure that they get what they need at the best possible price,” she says. “I am dedicated to excellent customer service and I will follow up with all details and ensure that their transaction go as smooth as possible.” Rossana Aliaga Tarbell REALTORS® 4000 Barranca Pkwy., Ste. 160 Irvine, CA 92604 Tel: 949-910-4156 Email: rossanasellshomes@gmail.com CalBRE # 01720184

ExecutiveAgent Magazine

“I Endorse My Agent Because . . .”

s you know, third party endorsements really can be a valuable tool to help you build credibility and value in a competitive real estate market place. Remember, you have to have lead-generation tools in place, implement them, prepare a CMA, make a presentation and, with all that, if you don’t get the listing you can lose thousands of dollars. Testimonials are someone else saying you are good at what you do. This becomes the truth. Having endorsements in writing makes this tool even more valuable and, when presented in the pre-listing confirmation package, it provides the necessary impetus to push you over the top. If you serve your customers well, a few will send you letters every now and then, but you can be pro-active in your sales efforts by learning to ask for letters by saying, “Would you be willing to find a couple of minutes to put what you just said to me in writing and send it to me on your letterhead?” Seldom, will anyone refuse to write such a letter. However, getting them to follow through on that agreement is another issue. If you just leave it at that simple request you get a small percent of the letters promised. People don’t mean to break their word, they are just busy. So to keep the process going, send them a note thanking them for their kind words and thanking them “in advance”

for the letter they will be sending. This is a subtle reminder to keep their word. If you haven’t received the letter within a month or so, and the person is an important influence, call him or her on the phone. The client often brings up the letter first and apologizes for not getting it out to you yet. Say, “That’s OK. I know you are really busy. Here’s an idea. Would it be helpful if I put a few thoughts on paper for you? You can edit or rewrite all you like and then send it to me on your letterhead, OK? People usually agree to this. I have collected dozens of letters this way. You may feel this is a very gutsy question to ask, and perhaps it is, but seldom does anyone refuse. The letters customers write themselves are usually better than yours, so resort to helping them only when it’s a letter you really want and they are dragging their feet. Remember, always work off a closing checklist. Mine requires that I receive a testimonial letter before I can put the file away. Let me say that again: You cannot take the file off your desk until you receive a testimonial letter! There are a few things I like to include in a testimonial letter and these are some of the most important points. You might want to even give your seller a primer on how to write a testimonial letter. This really may be going the extra mile. It always worked for me. Here is mine:

ExecutiveAgent Magazine

Dear Mr./Mrs. Johnson,

#5. Do you have any present plans for further or ongoing use of my realty services?

Thank you once again for putting your thoughts in writing about our business relationship. In the past, some of the best testimonial letters I have received include some of the following points. One of the greatest favors you could do for me would include some of these points. Please remember, the most difficult task I have in this business is replacing clients such as yourself. #1. Please outline the nature of the challenge or problem you had prior to your meeting me. #2. How professional and effective were my presentations of options? #3. Could you discuss your satisfaction with me and my team?

#6. Could you please explain either the high value, appropriateness or importance of any insights I might have brought to light at our first meeting? Thank you so much for your help. I can’t tell you what your endorsement will do for my business? Walter Sanford is a top producing real estate agent and speaker who travels the country delivering systems and strategies to top producers for higher productivity and client satisfaction. Copyright© 2000, Walter Sanford. All rights reserved. For information about Walter’s keynote presentations and training seminars, please contact the Frog Pond Group at 800-704-FROG (3764) or email susie@frogpondgroup.com; http://www.frogpondgroup. com

#4. How easy and pleasant is it for you to work with me and my team members? ExecutiveAgent Magazine

EXECUTIVEAGENT EXECUTIVE A GENT Nomination Form Nomination Form

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MAGAZINE

Nominate a fellow REALTOR速 to be featured in one of our feature stories; on the cover as Executive Agent of the Month, or as a special feature story. All candidates must be nominated by a real estate professional. The selection process includes a questionnaire, personal interview, reference check and final approval by the Advisory Council. Candidates are evaluated based upon professionalism, length of service and uniqueness of story, as well as industry and community involvement.

I Nominate: Name:___________________________________ Company:________________________________ Address:_________________________________ _________________________________________ City/State/Zip:____________________________ _________________________________________ Phone:___________________________________ Email:___________________________________ Submitted By: Fax/Email nomination to: Executive Agent Magazine PO Box 73384 San Clemente, CA 92673 Fax: 949.266.8757 Email: Info@eamag.net Tel: 949.366.3349

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Cover Story

John Fontamillas & Joel Valmonte Executive Agents of the Month

ExecutiveAgent Magazine

Written by Shannon Hartsoe - Ian Wiant Photographer

John Fontamillas

business. The two men hit it off almost instantly and, with their similar vision of business, they knew they’d make a great team. So in 2011 John and Joel formed Optimum Realty Group.

Joel Valmonte was a new agent in the Re/Max office. Young and energetic, like John, he had come to the brokerage in 2009, seeking the opportunity to grow his

Dedicated to serving both investors and the traditional resale market, the two have become one of the most successful teams in the Re/Max brokerage and have won nearly every accolade conceivable, including Re/Max Executive Club, Re/Max 100% Club, and have twice been awarded the coveted Re/Max Platinum Club. Even in a challenging market, the two have proven to be nearly unstoppable.

ohn Fontamillas was a successful Realtor® with Re/Max Time Realty in Rancho Cucamonga when it became apparent he needed some assistance. His investor business was booming and rather than scale back, he decided to form a team. But he had a concern. Dedicated, professional and hard-working, he knew he didn’t want just anyone to help him with his growing client base. John wanted someone who was as passionate about service and integrity as he was.

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Joel Valmonte Similarities Breed Success Both men say they would never have envisioned themselves in sales. Both are quiet, thoughtful and introspective. But rather than focus on what they’re not, the two have built a solid reputation by capitalizing on their strengths, namely a commitment to see others succeed while working hard to make sure everything is done well and done right. “I was never comfortable speaking in public,” says John. “But I realized that I was really great at building a rapport with others in a one-on-one setting. I always

wanted to help others, but I wasn’t really sure how I would translate that into a career path.” It wasn’t until he bought his first home that it hit him. “I had such a great agent and the experience was so positive, I knew the moment I became a homeowner that that’s what I wanted to do,” John says. Joel’s quiet nature has actually helped his business. “Most people who come to me don’t need to be sold anything,” he says. “They’re already in the market and don’t need convincing. They simply need someone they can trust to take care of them and do the job right. I’m just the person for the job.”

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Optimum Realty Group With a bachelor’s degree in business economics from the University of California at Riverside, John decided to start out in lending, where he quickly earned the trust of his colleagues and his clients by pouring everything he had into his business. As his dedication and drive became more and more apparent, John made the decision to switch to sales. As luck would have it, a good friend was interested in buying and selling REO listings. Always up for a challenge, John jumped at the chance to help her through it.

Joel, also a graduate of UC Riverside, had a background in retail. Tiring of the rigid structure and long hours of the retail industry, he was looking for something new when a good friend approached him about starting a new career in lending. “But I couldn’t wrap my head around the idea of knocking on doors for business,” he laughs. “I just couldn’t see myself doing that. But the more I thought about it, the more I was drawn to the flexibility and the ability to run a business on my own terms. So I decided to give it a shot.” Today, Joel has learned that the ability to help people far outweighs any hesitation he may have had initially. And his passion for creating a positive buying experience for his clients drives him to even greater success.

“I realized I loved the whole idea of the rehab and resale industry,” he states. In his typical fashion, John didn’t just jump in, but instead took the time to meticulously research the market and learn everything he could about flipping homes. From one satisfied client, the investors began coming, and he has since established himself as an investment specialist. By the time Joel joined the brokerage, John was working nearly exclusively with investors and was so well-respected he could hardly handle all of the work.

Now, by focusing on one client at a time, John and Joel are breaking sales records, even in challenging markets. But for these two, success is more than records. “If I can help anyone, whether or not it results in a sale, I consider that a success,” says John.

ExecutiveAgent Magazine

Joel agrees. “I just take it one week at a time and focus on my clients. The reality is, I have no direct control on making people buy and sell or reach any closing goals I may have set. What I can control is the job I do and how many people I speak to about real estate. If I do my job and get myself in front of as many people as possible, it will eventually lead to closed sales.”

John continues to operate the investment side of the business, and is always on the lookout for his clients’ best interests. “I know immediately if a potential property is listed,” he says. “Often, I know it before it even hits the MLS. And because I know exactly what my clients are looking for at any given time, I’m able to find things for them that other agents might miss.”

For someone who once couldn’t fathom the idea of knocking on doors, Joel has become an advocate for the real estate industry, and will talk to anyone, anywhere, about what he does. Both men say that holding good, old-fashioned open houses and meeting prospective buyers and sellers are among the best ways to gain new business. With a strong marketing presence that includes customized websites and personalized photography for each listing, the two have built a creative, but highly professional, system.

Forming their partnership has turned out to be one of the best things to happen for John Fontamillas and Joel Valmonte – and for their clients.

Having represented hundreds of buyers, John and Joel’s ability to help put buyers into the home of their dreams is nothing short of phenomenal. As for listings, expert market knowledge, sharp negotiating skills and customized marketing, including social media marketing and mobile technology, help them obtain top-dollar for their properties. In 2013, this dynamic duo closed 95 transactions valued at nearly $40 million.

“By working together we’ve been able to triple our production,” says John. “But none of that would matter if it wasn’t for the client.” “We don’t ever think about pushing our clients to purchase a home or accept terms of a contract that they cannot emotionally commit to,” adds Joel. “We’re committed to educating them on all their options so that they can always make informed decisions.”

ExecutiveAgent Magazine

John Fontamillas & Joel Valmonte RE/MAX Time Realty 10535 Foothill Blvd., # 100 Rancho Cucamonga, CA 91730 Tel: 909.833.0336 OptimumRealtyGroup@gmail.com www. OptimumRealtyGroup.com CalBRE # 01429963 - 01782532 ExecutiveAgent Magazine

It’s Conference Time! Are you ready?

ou’re about to invest your valuable time and energy into attending a conference or convention. You deserve to come away with ideas to ponder, skills to use and an action plan to move you towards your goals.

4. Does this convention offer official mentor, or protege positions? If so, would I benefit from assuming one of these roles? If not, could the group benefit from creating such a program in the future? (And am I in a position to suggest it?)

Evaluation Before Leaving: It’s important to take a candid look at your level of growth and expertise. Ask your self, “Am I where I should be according to my talents and abilities? Am I being the best I can be? Where can I improve? What do I expect to take away from this meeting?”

5. Who are the people I specifically want to talk with? Should I contact anyone in advance to arrange a gettogether?

First Timers: If you’re a first time attendee, a conference or convention can dramatically cut your learning time and put you on the track to increased success.

7. What did I learn at the last convention that has been most valuable to me? How can I build on this at the coming convention?

Experienced Attendees: If you’re an old pro, conventions are a great time to rethink, reevaluate, and refurbish your career, to take a new look at your skills and techniques.

8. With whom did I share these ideas, information, and skills afterwards? How did this benefit them and me?

Learn and Advance: The most important part of any conference is how much you learn and what you do with the information. The key is to adapt the information and ideas to your own unique needs. Apply it with your own creativity, knowledge and desires. Listen, learn, consider and weigh all the information. Then adapt and assimilate it into what fits for you. Then every convention and conference you attend can be a stimulating and rewarding experience. Questions to Consider: Here is a list of questions and statements to consider before the conference begins. They will aid you in making the most of the time, energy and money you invest to attend. 1. What are the three main reasons I am attending this convention? 2. Who would make a good convention buddy, someone to brainstorm ideas and concepts with beforehand and share what we’ve each learned afterwards? 3. Is there someone scheduled to be at this convention who could serve as my personal or professional role model? If so, how can I optimize my observance of this person? If not, what specific qualities do I want to look for in the attendees to identify a potential role model? 24

6. What are the questions I most want answered before I leave?

9. What did I learn about convention procedures that will help me make this experience even more beneficial? Making the Most of the Event: There are no right or wrong answers to this list of questions. Your answers fit you! You have unique skills, talents and abilities as a human being. Just be realistic and honest with yourself about what you are willing to put into the event you are about to attend. What you put in, will determine what you’ll receive. Enjoy yourself and your fellow attendees. Have fun, relax and make the most of the event. Sheila Murray Bethel is a best selling author, television personality and globally acclaimed professional speaker. Copyright© 1999, Bethel Institute. All Rights Reserved. Sheila’s expertise is Change, Leadership, and Personal Excellence. She is the author of the best-selling book, Making A Difference, 12 Qualities That Make You a Leader, host of the new Public Television Specials, “Making A Difference”, and a globally acclaimed speaker and business woman. For information about Sheila’s Leadership Seminars and Workshops, please contact The Frog Pond Group at 800-704-FROG (3764) or email susie@frogpondgroup.com.

ExecutiveAgent Magazine

Written By Sheila Murray Bethel

ExecutiveAgent Magazine

E XECUTIVE AGENT MAGAZINE

aren Clendenen has never forgotten her first job. She was just 13, working as a waitress, or more specifically, a “car hop” in the Central Valley farm town of Turlock. The preacher’s kid grew up without the material things many of her friends enjoyed. But a can-do attitude and a laser-like focus on what needs to be done, rather than whining about a lack of fanciful things, helped shape this long-successful Realtor’s® work ethic from early on. That outlook significantly influenced her son, Thad. So much so that today they are partners in The Clendenen Group at CENTURY 21 Award, serving San Diego County for the past eight years. It’s a career that Thad never expected to pursue. “I was raised in the business

since my mom has been selling real estate when I was 8 years old,” recalls Thad, adding that his dad worked as a barber for 40 years. “Ironically, seeing her work the long hours and keep up with the intense schedule that the business demands, I always said I would never sell. Never say never!” Hard Work Pays Off Karen married at age 18, the same year she bought her first home – a two-bedroom, one bath property with a duplex on the far side of the acre lot. “This duplex made the house payment while my income could support the rest,” she says. “I learned at that time what real estate could allow you to accomplish. There are so many options in real estate.”

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Karen & Thad Clendenen By Shannon Hartsoe

But she wouldn’t work in real estate until many years later. First, she worked in the super market industry for 20 years. “I went to school at nights and got my real estate license in 1983. I put my license with a local agency and worked both jobs for 2 ½ years.” When she finally went full time into real estate, Karen’s hardworking background translated well. “I grew up knowing if I wanted anything in life I would need to get up and go to work harder than anyone else around. I saw real estate as an opportunity to allow me to accomplish my goals.” For Karen, real estate isn’t about sales, it’s about people. “I have never thought of myself as a sales person. I have always wanted to assist families, friends and acquaintances in building their dreams. I am so proud of the clients that I worked with 30 years ago to see how they have grown their portfolio.” Like Mother, Like Son Ask Thad what drives him as a Realtor® and you’ll think you are speaking with Karen. Phrases like “hard work,” “dedication to client,” “people come first” flow naturally from him. Credit his working-class background. “I grew up working on cattle ranches and spending the better part of the summer getting up at the crack of dawn and working horseback until dark,” Thad says. “Hard work and learning that you have to so you can make your own way in this life is what I owe to my parents and another mentor, a close family friend named Ron Gomes.” The Main Thing in a Changing Industry After more than 30 years of meeting the many needs of very diverse clients, Karen shares the key to success in real estate. “Client service and follow through will always maintain success,” she says. “An agent will need to be involved in their community and give back and gift forward. Education in your industry is a must.”

Taking classes is also important. Karen is a graduate of the Real Estate Institute, a Certified Residential Specialist and Senior Residential Specialist. “Working for a high-quality company like CENTURY 21 also plays an important role,” she says, citing the company’s benefits, technology and resources that help Realtors® succeed. “Our clients realize when giving a listing with our company that they have more exposure than they could ever expect.” Thad, who holds a bachelor’s degree in business management and has served in the Marine Corps, says his biggest surprise since joining his mom in 2006 has been how many people it takes to ensure a successful transaction. “There are a lot of spokes in the wheel and everyone must communicate effectively and leave their egos at the door,” Thad states. “It is about the clients and keeping the stress off them as much as you can all the while delivering first-class service and running interference for them when you can mitigate problems that may not need to be brought on them.” And he’s quick to acknowledge that working with his mother is a true blessing, professionally and personally. For Karen, Thad has brought a special dynamic to the team. “We have always complimented each other with the strengths in different areas. A team has so many opportunities to benefit a client.” Karen & Thad Clendenen CENTURY 21 Award 1306 Main Street, Suite 101 Ramona, CA 92065 Tel: 760-213-0335 - 760-445-0958 Karen@clendenengroup.com Thad@clendenengroup.com Web: www.ClendenenGroup.com CalBRE # 00843654 - 01760534

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Clever Idea For Obtaining New Leaders

Written by Steve Yanoviak

here will leadership for tomorrow’s associations come from? Traditionally, organizations recruit new leaders through referrals, by soliciting volunteers via survey, or by tapping those who frequently show up at association functions. As volunteerism continues to decline, there’s the age-old recourse of recycling former, dependable leadership. The Chattanooga Association of Realtors® (CAR) has a clever way of finding and developing future leaders. In a meeting with Francie Ryder, Executive Vice President, and George Kangles, President-elect, interviewer Steve Yanoviak (President of Management Advisors, Inc.) learned how CAR not only recruits its future leaders, but also helps develop their leadership skills and build camaraderie. CAR initiated its Leadership Development Program three years ago and graduated a total of 37 people from the first two classes. Participants in the program must show an interest in the Association, have a positive attitude, stand out among their fellow Realtors® and demonstrate leadership potential. They are nominated by

the CAR board of directors, firm brokers and other past participants. Emphasis is on Development CAR leaders feel their program is unique in that it emphasizes development rather than just training. Affiliates sponsor some of the sessions and thus defray some costs. The program consists of three modules. The first module is conducted in the evening with dinner and focuses on the association and its structure, background, history, bylaws and relations with the state association. The state executive officer attends to provide insight from the state level. A few weeks later, an all-morning session beginning with breakfast is conducted with focus on the community. Realtor® participants are addressed by the Mayor, the City Executive, a U.S. Congressman, the Superintendent of Schools, the Police Chief and other civic leaders. About a month later, the third module is conducted in a day-long retreat at a local hotel. It is intended to build leadership skills and covers how to run meetings, how to solve problems, and how to work with fellow volunteers. The session is also attended

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by incoming directors. An outside facilitator is present throughout the day conducting break-out sessions and providing opportunities for team building and the development of leadership skills. Participant Recognition Participants completing the program are given a certificate, a modest gift, and a personalized portfolio case. At CAR functions, they are recognized as graduates of the program when they are acknowledged for other purposes. Thus, the Leadership Development Program is not only publicized, but individuals are recognized for volunteering their time and making it through the program. Program Results and Benefits Francie Ryder and George Kangles indicate that many of the program graduates now hold or soon will be holding leadership positions at CAR. “They are well-trained, upcoming leaders that want to advance the Association, share their experiences and develop camaraderie,” according to Francie. George, who was chairman of last

year’s program, says, “People graduating from the program are less guarded and lighten up even when CAR must deal with difficult decisions and situations. As leaders, they are more analytical, less flippant and less self-serving. Graduates participate more in CAR’s social functions, serve as goodwill ambassadors promoting the Association, and are less demanding and more considerate of the staff.” To keep the graduates of the Leadership Development Program enthused and feeling appreciated for their participation and service to CAR, the Association recently held a riverboat ride for the alums and the Board of Directors. According to Francie, “the goal is to develop new leadership for the future and keep fresh blood pumped into the organization.” Steve Yanoviak is a Certified Management Consultant, founder and president of Management Advisors, Inc. In the real estate industry, Steve’s focus is on Realtor® associations and MLS. For contact information, please call The Frog Pond Group at 800-704-FROG (3764) or email us at susie@frogpondgroup.com.

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Emotional Labor

ll labor is emotional labor. What separates the artist from the rest is a matter of emotion. In labor the emotional content is readily visible. Have you ever watched an artist operate a backhoe or a forklift? There are some who simply dig dirt or pile pallets. With others, the work is a gentle ballet, motion against time and space. I’ve long believed that cooking breakfast at Denny’s was, for me, a combination of karate and ballet. Every movement with purpose, every thought connected to a greater whole. I do believe that you can tell the difference. When we ask audiences to estimate how much more effort their employees could expend, or how much more productive their employees could be if they really were motivated, the average answer we get is 30 percent! How do you account for that missing third? Where did it go? Why doesn’t it come to work? Because all labor is emotional labor and folks who are not emotionally connected to the job are leaving their most valuable contribution at home. The truly great organizations (departments, families or teams) are emotionally charged. Last week, John Lowe came to the office to give me a physical for an insurance policy. Mr. Lowe is known locally as a tough, high school football referee. As he stuck little suction cups to various body parts, we talked football. More specifically, we talked about the emotional content of the game.

“The team that has the discipline almost always wins even if the other team has the skill and physical advantage.” From here I’ll paraphrase. The team that is emotionally “present” and invested has an advantage that is almost unbeatable. Mr. Lowe cited a contest between two local high school rivals. One of our local teams came onto the field arguing amongst themselves and their coaches. There was profanity and other negative language. Their opponents took the field fired up. When their coach spoke, it was always, “Yes, sir!” or “No, sir!” There was no profanity, negative talk or dissension. However the boys were, without doubt, outclassed by their bigger, more experienced opponents. Yet as Mr. Lowe put it, “They went through the other team like Grant took Richmond.” Emotional labor may have added 30 percent to the size of the line and 30 percent to the mental acuity of the receivers. Who knows how much? And who knows how much it could be doing for you? T. Scott Gross is a speaker, consultant, videographer and lifelong restaurateur. Best known as the author of the bestselling business book, “Positively Outrageous Service”, his latest book is “Leading Your Positively Outrageous Service TEAM.” Copyright© 1999, T. Scott Gross. All right reserved. For additional information, please contact The Frog Pond Group at 800-704-FROG (3764) or email: susie@frogpondgroup.com

He said, “You know before the kick-off which team is going to win.” My ears perked up, “You do?”

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Gross t t o c S By ritten

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Our bone marrow transplant reunion is now standing room only. Each year, City of Hope invites bone marrow transplant recipients and their families to attend the “Celebration of Life” event. It’s a joyous time during which survivors of blood cancers such as lymphoma, leukemia and myeloma embrace their health, their life and each other. It began more than 35 years ago when City of Hope created what is now one of the largest and most successful bone marrow transplant programs in the world. In fact, we’ve completed over 11,000 transplants and, according to national reports, our outcomes are among the best in the nation. The goal of curing cancer isn’t just something we work at. It’s what we live for. If you have cancer, make us your first call. Or ask your doctor for a referral. We accept most insurance. 800-826-HOPE

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