JANUARY 2016 CALIFORNIA by Executive Agent Magazine

EXECUTIVEAGENT MAGAZINE

Britt Davis Executive Agent of the Month

Inside Features: James Hoff Bullock-Russell Real Estate Libby Sparks Gold Seal Properties Nazik Tatavoosian Evergreen Realty

OC185_BENCHMARK_MORTGAGE.indd 1

RYAN GRANT

CORY DEPASS

Branch Manager ryan.grant@benchmark.us NMLS ID 118767 949-651-6300

Branch Manager cory.depass@benchmark.us NMLS ID 388271 949-929-3789

11/4/15 1:39 PM

Executive Agent of the Month

Britt Davis Surterre Properties

Professional Profiles

James Hoff

Libby Sparks

Nazik Tatavoosian

Bullock-Russell Real Estate

Gold Seal Properties

Evergreen Realty

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January, 2016 - California Edition Editorials

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Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 366-3349 Fax: (949) 266-8757 FArrias45@gmail.com www.EACal.com

Keys To Effective Feedback!!! -Tony Alessandra

Remember Me? -Scott Gross ADVERTISERS’ INDEX Alpine Mortgage Planning......................................9

Benchmark Mortgage............................................2

Know Your Opening Lines -Sandra Kuhlmann

City of Hope............................................................38 imortgage.................................................................39 i Photography Studio...............................................25

Kinecta Federal Credit Union...............................40

When It’s Time For A Home Office -Nancy Michaels

PWAOR...................................................................28 SBAOR....................................................................38 The Termite Guy........................................................3

Life Is Time...Make It Count! -Sue Pistone

Ticor Title Company.....................................................29

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, Julie Brown

The Four Emotions That Can Leed To Life Change -Jim Rohn

© Copyright 2016 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.

Embracing Adversity For Achievement -Chris Widener

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Written by Haley Freeman

James Hoff

ames Hoff is a legacy sales professional, inspired by a father and grandfather who were both role models for delivering customer service with passion and integrity. After James earned his degree in sociology from USC, he embraced his heritage and excelled in a number of sales positions with notable companies. At times, he created his own opportunities within these organizations, as when

he accepted a customer service position at Callaway Golf Company and tenaciously worked his way up to inside sales. When he left only four year later, James was managing the second largest territory in the company. Fulfilling his desire to work in outside sales, he went on to become the New Balance account manager for the Southwest territory, increasing sales by 1,300 percent in just six months.

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In spite of James’ many successes, he was disheartened by the pressures of the corporate world, characterized by barriers to service delivery and the inability to command his own destiny. James explains, “I had always been intrigued with real estate, and thought I would always invest throughout my life and then one day get my license when I was ready to retire from whatever I was doing. To me, real estate was the most fun job on the face of the earth.” Finally, James had an epiphany. “I decided, why retire from a job that doesn’t make me happy, when my whole life could be fun?” James’ wife, Erin, is a transaction coordinator and also a licensed Realtor®. Together they decided the time was right, and James began preparing for his new career. “I finally said, I’m gonna do it. Once I did, there was no turning back. This is the best job ever. For the first time, I don’t just love my position, I love the product I’m selling.” James began his real estate career with a top-producing team of agents at Keller Williams. He applied the same initiative and determination he had working for large companies, but this time, he was fueled by an even greater desire to succeed in a business of his own making. “The Agent Alliance OC team was doing about 40 percent of the volume in that office. They weren’t really inviting new agents to join them, so it was a privilege to be invited to be a part of that.” Last year, team leaders Flo Bullock and John Russell struck out with their award-winning team to form their own brokerage of 30-plus agents, Agent Alliance OC. James remains a part of the core branding team, Bullock-Russell Real Estate Services, and he and his six colleagues continue to bring unparalleled service to clients in and around Orange County. This outstanding team closes over 100 homes per year, with annual sales over $100 million. James describes what makes this synergistic group so amazing, “You’re only as good as the people you associate with. We all bring very different skill sets to the table, and we’re all successful independently and as a group. We all approach things differently, and we leverage those differences to support one another. As a company, what we have behind the scenes also makes us different and special. We have an in-house marketing department and on-staff graphic designer, and we can bring a property to market in less than 24 hours if we need to.”

The team’s experienced leadership ensures that every detail of a transaction is expertly attended. “Our broker is our contract manager who reviews every offer and every contract on any transaction to make sure there is always another set of eyes on things. It means reviewing three-to-four thousand contracts a year to close 100 transactions.” Independent professionals of the highest quality support the team and are committed to its objectives, including a photographer and transaction coordinator. “My wife, Erin, is our TC. Everyone loves her, and although she is an outside contractor, we choose to associate with and hire her on our transactions because she is a great representative of our brand. We realize that the people we hire are a reflection on us, and our associates make us look good.” James says his formula for success is really a simple one: self-discipline combined with a determination to put the best interests of clients first. He constantly strives to sharpen his expertise, while remaining authentic and relatable. James and Erin have two little girls with whom they spend their precious hours away from work. Their three-year-old is already a Realtor® in training, who says she “wants to be just like daddy and sell houses.” James is exceptional at what he does because he loves it, and as a result, he immerses himself in it. “It is fun and an absolute pleasure to work with just about everyone. But this is also a serious business. I breathe it, I dream about it and I live it every day. I’m the guy who will always work hard because I care about people and building quality relationships that last.” James Hoff Bullock-Russell Real Estate Services 30342 Esperanza Rancho Santa Margarita, CA 92688 Tel: (949) 697-7755 Email: James@bullockrussell.com Web: www.BullockRussell.com CalBRE # 01924314

BULLOCK RUSSELL

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real estate services Presented by James Hoff

Life is Time… Make it Count!

ife is time… are you making it count? If your daily activities are taking you in the direction of your dreams then you are making it count. If you are living your life on purpose then you are making it count. To make your life count, you must live on purpose. Otherwise, you are living someone else’s dreams and goals. Have you thought about what you want out of life and how you will make it happen? Follow this simple and easy process to determine your life’s dreams. Each and every day evaluate what you are doing and how it will help you accomplish what you really want out of life. There is no dress rehearsal in life; this is the real thing. Today is the day and now is the time to begin your journey to success. Begin by taking the time to learn more about yourself. Set aside approximately four hours to complete the following personal and professional strategic planning guide. One key point to remember is the definition of success is determined by you. Enjoy your journey! 1. Strengths - list at least twenty of your strengths 2. Successes- go back as early as you can in childhood and write down all of the successes you have had in life 3. Learning Experiences - write down all of learning experiences you have had throughout life and why you are better because of them 4. Purpose in: a. life - what is your bottom line reason for living b. career -- what is your bottom line reason for working 5. Mission in: a. life - what is the talk you walk b. career - what is the talk you walk Now relax--close your eyes and go on a mental journey. You are in a movie theater looking at the big white screen. The movie begins and the title is, “The Life of___________________________,” and it’s your name. Yes, this is the movie of your life. It is the last day of your life and you will hear what people say about you as you leave this world. The words you hear will confirm that you did, indeed live your life with your purpose in mind. You will see all the places you went, things you did, material possessions you had and the person you became.

Remember when viewing the movie of your life you are only limited by your own imagination. Also, only look inside yourself for your dreams, remove all the “ought to’s” and “should have’s” from your mind. This movie it is unusual because it begins on the last day of your life and ends today. The day you are creating your dreams. You see, your experiences up to this day have already happened and can not be changed; however the future is yours to create. Watch your movie and when you finish write down those accomplishments on your dream list. Break your dream list into the following categories: a. personal dreams - what you do just for you b. family dreams c. career dreams d. financial dreams e. social dreams f. health dreams g. spiritual dreams Now that you have allowed yourself to dream, you have the ideas and thoughts needed to set your goals. The most important thing to consider at this time is your purpose in life. This will enable you to avoid major conflicts in the different areas within which you work and live. Before actually setting your goals you need to determine if they are prioritized, realistic, long term, or short term. The final step in setting your goals is that you must be willing to put your goals in writing -- IN PEN! It make them a little harder to erase this way. Life is time… and now you too can make it count. Success is determined by you. Follow the steps I have given you and enjoy the success you deserve! Sue Pistone is expert at eliminating the daily disorganization that often keeps individuals and companies from achieving the success they deserve. For more information regarding Sue Pistone’s speeches, contact the FrogPond at 800.704. FROG(3764) or email susie@FrogPond.com. Copyright© 2002, Sue Pistone. All right reserved.

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that offers EXCEPTIONAL SERVICE. JOHN J. REED

ROBERT FAIR

MARK MARTINEZ

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jreed@alpinemc.com alpinemc.com/JohnReed

Sales Manager MLO-302745

rfair@alpinemc.com alpinemc.com/RobertFair

mark.martinez@alpinemc.com alpinemc.com/MarkMartinez

ALAN CIPOLLETTI

JIM THIEL

BARRY DAVID KREVOY

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LYNN NELSON

RODNEY FELIPE

949.398.3661

949.398.3637

Senior Mortgage Advisor MLO-653022 lynelson@alpinemc.com alpinemc.com/LynnNelson

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Written by Haley Freeman

Nazik Tatavoosian

azik Tatavoosian is a real estate professional who brings a unique and valuable set of skills to home buyers in Orange, Los Angeles and Riverside

counties. She combines her engineering expertise and passion for the environment to give her clients both socially conscious and financially savvy real estate advice.

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Educated as a structural engineer and specialist in construction material technology at North East London Polytechnic, Nazik was invited to work for a firm in Los Angeles, where she specialized in seismic design and retrofits of existing buildings. During her career as an engineer, Nazik had the opportunity to work on many recognizable buildings in the LA area, including the set for the television show General Hospital. Later, Nazik obtained her LEED AP certification and applied her expertise to green energy design of commercial buildings. She helped to formulate the considerable sustainability initiatives implemented by LAX, the Los Angeles Convention Center and the Hyperion water reclamation plant, among others. Nazik felt compelled to share her energy-saving expertise with homeowners, so she acquired her real estate license. Today, she brings extraordinary value to her clients with advice about how to increase a home’s energy efficiency, or how to cost-effectively renovate a property and turn it into the home of her client’s dreams. Her expertise benefits her clients in countless scenarios. Her ability to acquire and interpret architectural and landscape plans, for instance, saved one buyer $1,500 in inspection fees when they needed to identify the locations of three septic tanks on a ten-acre property. While Nazik is a zealous environmental advocate, she also cautions home owners to be wise about both how they spend their dollars and how they evaluate the environmental impact of the improvements they are considering. She advises consumers to be well-educated and choose qualified contractors when doing energy-saving upgrades like solar installation. “Installing solar panels is not so much a matter of how many panels you use, but at which angle they are placed,” Nazik explains. “If they are in the wrong place and at the wrong angle, you may be wasting your money. I tell clients you also need to calculate how much electricity you are using versus the money you are investing. If it is a small home, it may not make economic sense to go solar.” She offers more practical advice, “If you want to save energy, first, change the windows. Old air conditioning systems can also be very inefficient. I also recommend new appliances. But it is important to buy quality appliances, because even new ones can go bad very fast. If you have to throw it away after four years and it ends up in landfill, you could be harming the environment rather than helping it.” Nazik also counsels that while homeowners associations often get a bad rap, remember they are reinvesting

in communities by contributing to neighborhood safety, cleanliness, and environmental projects. All of these lead to better quality of life for residents and retention of property values. Her clients are enthusiastic about sharing their experiences and referring their friends and family. One recently said, “Words cannot describe how wonderful Nazik is. She is very experienced and she is also an engineer so she really knows her stuff when it comes to the structural integrity of a property. She sincerely cares about her clients and it shows. She is a fierce negotiator while still remaining friendly and amiable. I will use her again and I will refer all my family and friends to her. I know dozens of Realtors® and she is by far the best I have ever met. Do yourself a favor and use Nazik, you won’t regret it.” Another said, “Nazik’s name came to us highly recommended. We were looking for a Realtor® with the knowledge and patience to help us find the perfect first home. Not only did Nazik follow through, she exceeded our expectations. We felt that her technical background provided another insight when viewing houses that we found very helpful. Ultimately, she made us feel at ease with no pressure which was important for our first time home buying process.” In addition to her dedication to environmental issues, Nazik is also an active member of the Armenian Relief Society and the Orange County Armenian Professional Society, two organizations that serve humanitarian interests of people around the world. She is also a musician who enjoys playing instruments whose voices are not often heard in the Western world, including the Zither, Daff and Tombak. “I want people to be homeowners, not renters,” Nazik says. I have such a sense of achievement when I see someone’s pride of ownership. I believe in real estate, and I always encourage people to buy, not sell. If they can hold on to their property and buy another one, it will be better for their future. In California, real estate is gold.” Nazik Tatavoosian Evergreen Realty 27802 Vista Del Lago Mission Viejo, CA 92692 Tel: 949-584-5823 Email: Naziktata@gmail.com Web: www.homesbynaziktata.com CalBRE # 01900424

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The Four Emotions That Can Lead To Life Change

motions are the most powerful forces inside us. Under the power of emotions, human beings can perform the most heroic (as well as barbaric) acts. To a great degree, civilization itself can be defined as the intelligent channeling of human emotion. Emotions are fuel and the mind is the pilot, which together propel the ship of civilized progress. Which emotions cause people to act? There are four basic ones; each, or a combination of several, can trigger the most incredible activity. The day that you allow these emotions to fuel your desire is the day you’ll turn your life around. 1) DISGUST. One does not usually equate the word “disgust” with positive action. And yet properly channeled, disgust can change a person’s life. The person who feels disgusted has reached a point of no return. He or she is ready to throw down the gauntlet at life and say, “I’ve had it!” That’s what I said after many humiliating experiences at age 25, I said. “I don’t want to live like this anymore. I’ve had it with being broke. I’ve had it with being embarrassed, and I’ve had it with lying.” Yes, productive feelings of disgust come when a person says, “Enough is enough.” The “guy” has finally had it with mediocrity. He’s had it with those awful sick feelings of fear, pain and humiliation. He then decides he is not going to live like this anymore.” Look out! This could be the day that turns a life around. Call it what you will, the “I’ve had it” day, the “never again” day, the “enough’s enough” day. Whatever you call it, it’s powerful! There is nothing so life-changing as gut-wrenching disgust! 2) DECISION. Most of us need to be pushed to the wall to make decisions. And once we reach this point, we have to deal with the conflicting emotions that come with making them. We have reached a fork in the road. Now this fork can be a two-prong, three-prong, or even a fourprong fork. No wonder that decision-making can create knots in stomachs, keep us awake in the middle of the night, or make us break out in a cold sweat. 12

Making life-changing decisions can be likened to internal civil war. Conflicting armies of emotions, each with its own arsenal of reasons, battle each other for supremacy of our minds. And our resulting decisions, whether bold or timid, well thought out or impulsive, can either set the course of action or blind it. I don’t have much advice to give you about decision-making except this: Whatever you do, don’t camp at the fork in the road. Decide. It’s far better to make a wrong decision than to not make one at all. Each of us must confront our emotional turmoil and sort out our feelings. 3) DESIRE. How does one gain desire? I don’t think I can answer this directly because there are many ways. But I do know two things about desire: a. It comes from the inside, not the outside. b. It can be triggered by outside forces. Almost anything can trigger desire. It’s a matter of timing as much as preparation. It might be a song that tugs at the heart. It might be a memorable sermon. It might be a movie, a conversation with a friend, a confrontation with the enemy, or a bitter experience. Even a book or an article such as this one can trigger the inner mechanism that will make some people say, “I want it now!” Therefore, while searching for your “hot button” of pure, raw desire, welcome into your life each positive experience. Don’t erect a wall to protect you from experiencing life. The same wall that keeps out your disappointment also keeps out the sunlight of enriching experiences. So let life touch you. The next touch could be the one that turns your life around. 4) RESOLVE. Resolve says, “I will.” These two words are among the most potent in the English language. I WILL. Benjamin Disraeli, the great British statesman, once said, “Nothing can resist a human will that will stake even its existence on the extent of its purpose.” In other words, when someone resolves to “do or die,” nothing can stop him.

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The mountain climber says, “I will climb the mountain. They’ve told me it’s too high, it’s too far, it’s too steep, it’s too rocky, it’s too difficult. But it’s my mountain. I will climb it. You’ll soon see me waving from the top or you’ll never see me, because unless I reach the peak, I’m not coming back.” Who can argue with such resolve?

Think about it! How long should a baby try to learn how to walk? How long would you give the average baby before you say, “That’s it, you’ve had your chance”? You say that’s crazy? Of course it is. Any mother would say, “My baby is going to keep trying until he learns how to walk!” No wonder everyone walks.

When confronted with such iron-will determination, I can see Time, Fate and Circumstance calling a hasty conference and deciding, “We might as well let him have his dream. He’s said he’s going to get there or die trying.”

There is a vital lesson in this. Ask yourself, “How long am I going to work to make my dreams come true?” I suggest you answer, “As long as it takes.” That’s what these four emotions are all about.

The best definition for “resolve” I’ve ever heard came from a schoolgirl in Foster City, California. As is my custom, I was lecturing about success to a group of bright kids at a junior high school. I asked, “Who can tell me what “resolve” means?” Several hands went up, and I did get some pretty good definitions. But the last was the best. A shy girl from the back of the room got up and said with quiet intensity, “I think resolve means promising yourself you will never give up.” That’s it! That’s the best definition I’ve ever heard: PROMISE YOURSELF YOU’LL NEVER GIVE UP.

Jim Rohn knows the secrets of success - in business and in life. He has devoted his life to a study of the fundamentals of human behavior and personal motivation that affect professional performance. He can awaken the unlimited power of achievement within you! Reproduced with permission from the Jim Rohn Weekly E-zine. © 2008 Jim Rohn International. All rights reserved. For information contact FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com; http://www.FrogPond. com.

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Libby Sparks

mbitious. Innovative. Confident. These all describe Libby Sparks, broker/owner of Gold Seal Properties, and are the qualities that make her a superb Realtor速. Throughout her 30-year career in real estate, she has

Written by Haley Freeman

demanded excellence from herself, earning her the trust and referrals of the most discriminating residential and commercial clients.

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A Cut Above the Competition Libby’s mother, Emma, is a retired real estate broker and founder of Gold Seal Properties. At first, Libby resisted Emma’s encouragement to become a Realtor®. “My mother said, ‘What will it take for me to convince you to go into real estate?’ I had my license already, but I didn’t want to give up my job. I asked for something I thought she couldn’t perform, so she wouldn’t bug me about it again. I asked for a red BMW.” Libby’s tenacity was rewarded, and it would not be the last time. Two months later, Libby drove her red BMW to her new office at CENTURY 21. She soon obtained her broker’s license and went out on her own, before finally acquiring her mother’s company. “When she decided to retire, I took on the company to honor her. ‘Seal’ is actually the first letters of all of our names, mine and my brother and sisters: Stephanie; Emalyn; Alvale (who goes by Bill); and Libby. I wanted to preserve this legacy for our family.” Early in her real estate career, Libby decided that she was not content with being average. If she was going to be a Realtor®, she wanted to be at the top of the industry. “I was never really satisfied with small commissions. I thought, how do I get into the high-end market? I started networking and saying that I only do high-end real estate. Over time, people saw me that way. When people would tell me what they were looking for, I would read up on it and learn how to do it. I never turned down a job.” Libby is also well-traveled, with a first-hand appreciation and respect for diverse cultures. Her life experience combined with her determination to perfect her expertise, earned her the trust of both domestic and foreign clients in the luxury market. In time, Libby’s success opened doors to opportunities in the commercial market, and again, her bold determination was rewarded. “I had always been intimidated with commercial, and I don’t like being intimidated by not knowing something. I was referred to one of the top 10 healthcare providers in the country by one of my clients, and that is how I got into commercial real estate.” Due to her exceptional handling of that one opportunity, Libby has built a niche in commercial healthcare facilities, with a special emphasis on skilled nursing facilities.

the emerging opportunities in short sales. Again commanding the courage to step outside the norm, she began acquiring the email addresses and even cell phone numbers of the CEOs of major mortgage banks, and sent her files directly to them with a request that they be expedited. Her strategy resulted in an unprecedented average closing time of 45 days. A RE/MAX office in Pasadena was so impressed with her performance, they outsourced all of their short sale transactions to Libby. Libby is not only a savvy business woman with unparalleled expertise in complex real estate transactions, she is also a caring individual, whose honesty and dedication are manifested in her contributions to her community. She is an active member of Saddleback Church, where she volunteers as an usher during Saturday services and also contributes to the meals ministry for members in need. Her greatest focus, however, is on caring for her 16-year-old son, who has aspirations of becoming an aerospace engineer. Libby is also an avid tennis player, who combines her love of the sport with her passion for travel. Last year, she attended the Australian Open, and her next goal is to go to Wimbledon. Libby’s business is 100 percent referral-based. Her reputation for professional excellence in both luxury residential and commercial healthcare markets are known literally around the world. “I always put 200 percent of myself into my transactions. When clients call, I am always there. For my overseas clients, I tell them if they have something bothering them, they can call me even if it is the middle of the night. I always make sure they hear my voice and I can put them at ease by giving them the information they need. I do that for everyone, no matter how big the house. That’s what sets me apart from everyone else.” Libby Sparks Gold Seal Properties 34 Maple Leaf Mission Viejo, CA 92692 Tel: 949-370-8395 Email: LibbyCS@att.net CalBRE # 00925370

When the housing crash disrupted the momentum of many industry professionals, Libby prospered. Always a creative thinker, an enterprising Libby quickly identified ExecutiveAgent Magazine

Know Your Opening Lines

ow often do you ask yourself this question? “What do I say?” Occasionally, we all wonder, “What am I going to say?” More often than not many of us are plagued with this question. For those of us either in a position of leadership or aspiring to be in such a position, how we answer this question is important. “What we say” has direct bearing on how our audience views us, if our listeners trust us, if they buy our ideas, and how generously they allot us their most precious commodity, their time. Earning and holding the attention of listeners is a responsibility of leadership. For not only does a leader need followers, but willing, eager followers and loyal fans. Knowing how to handle the issue of “What do I say?” is one part of effective leadership. Consider the following idea, and I assure you that you won’t be stumped so often by the question, “What do I say?”

The best advice I ever received was… A lesson I learned the hard way was… …grabs the attention of your listeners. From my point of view… From my frame of reference… …helps your audience understand your position. A quote important to me is … From my reading, I have learned… …makes you more interesting. As I stated earlier… My position is… …keeps your presentation focused. I believe… I know… …helps you sound confident.

What’s my idea? “Know your opening lines.” This idea cannot solve all or even most of your presentation problems. Delivering results-oriented presentations is both a skill and an art. However, it can profoundly affect how generously your listeners grant you their attention, their time, and their loyalty. For example, say the following opening lines and consider the results. Experience has taught me… My research indicates… …builds your credibility.

Now, just a few more tips to help you implement this idea. Remember these are your opening lines, not someone else’s. Consider that you won’t have to worry so much about forgetting what you are going to say.

And, be glad that you can relax more and even have fun.

If I have heard you correctly… It seems to be important to you that… …lets your audience know you have been listening

My favorite story is… The best example I can think of is… …makes for attentive listeners.

In summary… To close… …keeps you in charge of the time.

Be assured that your audience will recognize your honesty and admire your integrity as a leader.

You may be glad to know… Here’s an idea that may help… …shows your audience you care.

Could you please repeat your question? Pause and take a breath… …gives you time to think.

One of my values is… My priorities are… …shows character.

In closing, knowing your opening lines may seem simple; however, as you can see, something this simple, once it becomes a habit, can have a profound effect on your listeners and goes a long way to create loyal fans, and eager followers. Sandra Muse Kuhlmann, Ph.D., works with clients on design, development, and delivery of presentations that get results. For additional information on “. For information on how to contact Dr. Kuhlmann for training or consulting, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com. Copyright© 2002, Sandra Muse. Kuhlmann. All right reserved.

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Nomination Form 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: FArrias45@gmail.com Tel: 949.366.3349

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Cover Story

Britt Davis Executive Agent of the Month

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Britt Davis Written by Haley Freeman - Ian Wiant Photographer

“Britt Davis was by far the most on the ball Realtor® we have ever dealt with. She was able to find us a solid buyer and close within a week. Her professionalism and knowledge of the market is second to none. I would highly recommend her to anyone considering buying or selling a house. Our overall experience was stress-free, which ultimately made our lives easier during what could be a long and complex process.”

“Although young in years, Britt has a wealth of information and is extremely professional in her dealings with her clients. Certainly, Britt’s knowledge of the area and confidence in pricing are second to none. She is quick to answer any questions and if she does not have the answer, will find it speedily and get back to you. I would definitely recommend Britt to anyone looking for a house in this area.”

“We researched and found the top three agents for southern Orange County. The wife and I called and discussed our situation (difficult tenants, out of state, and need to move the property quickly) with each of the agents, and Brit Davis demonstrated she had an in-depth knowledge of the market, the confidence and experience to handle any situation, and the resume to prove that listing with her has a high probability that the property will move.”

These are just a few of the astonishing 100-plus rave reviews about Britt Davis, president of Davis Luxury Homes within Surterre Properties. Though not yet 30 years old, this real estate Phenom already has more than a decade of real estate experience, does an average of $30+ million a year in sales volume and has earned the confidence of everyone from savvy investors and luxury home buyers, to seasoned colleagues in the business.

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Britt began her career as an ambitious young lady still in high school. Her independent study allowed her to enter the workforce early, and she began as a receptionist at a mortgage company. She moved up through the ranks to become a loan processor, where she acquired an exhaustive understanding of the lending and escrow processes. By the time she was 20, she obtained her real estate license, simply because she thought it would be valuable to her in rounding out her professional credentials. Britt applied herself through the boom market and persevered through the distressed market. She eventually transitioned from lending to real estate, first as an open

house hostess for a large real estate brand. There, she had the opportunity to work with numerous agents, both learning from the way they handled their clients, as well as gaining practical, hands-on experience of her own. She went on to work as a coordinator for a relocation-based broker, and held several more operations positions before being recruited as an assistant to a top-producing agent. She negotiated short sales for another top producer, and when the market shifted and returned to traditional sales, he needed a buyer’s agent. “I ended up being very successful my first year,” Britt says, “and I’ve been on my own ever since.”

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The Next Generation of Realtor® Wisdom Beyond her Years The Oxford Dictionary defines wisdom as “the quality of having experience, knowledge and good judgment.” Britt has demonstrated that she possesses these qualities in abundance, taking advantage of every opportunity to learn each facet of the real estate industry, while also taking to heart the successes and failures of the professionals around her. She describes herself as a “sponge” who is “constantly learning by working with a lot of sophisticated, successful people.” An entrepreneurial gentleman once shared with her, “If I could rewind career time, I would have just stuck to what I’m good at.” According to Britt, “That was a nice

piece of advice. I know what I’m doing, that I’m doing it well, and I work with integrity. I also have good relationships with the colleagues I’ve worked with over ten years in different offices. “My smartest business decision is to continue building on what I know.” And that is exactly what she is doing. True to her motto, “Meaningful Relationships; Extraordinary Results,” Britt is sharing her knowledge and cultivating a team of outstanding professionals who are equipped to deliver her uncompromising standard of service. As her production and referral base have grown, Britt has hired a full-time assistant and two buyer’s agents that free her to be more personally available to clients.

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Training and developing her team has helped Britt see the industry through new eyes. “You learn how much you know when you have to teach someone else,” she says. “There are so many circumstances that come up that you can’t train until they arise. One of the number one things that hold people back in expanding is letting go, so I’ve learned to be a better delegator. I’ve also learned that I have a lot to learn. Any entrepreneur knows you’re always out there being educated by the next challenge.” For clients who may be skeptical about hiring a young professional, Britt says those fears are put to rest once they meet her and observe her creative strategies and knowledge of the market. She brings with her the best of both worlds; she is an enthusiastic, aggressive young agent who also has a breadth and depth of knowledge unequaled by many of her older associates. She challenges clients, “Put me to

work, and see what I can do for you. I do not have a farm – my area is very broad. I split my time between northern Orange County and southern Orange County growing up, and I know all of the local spots and demographics throughout. I know the community and the inventory. It gives me an advantage over someone who stays in a single area.” In addition to her youthful energy and unparalleled market knowledge, Britt understands how to meet the expectations of clients in a tech-driven market. “I’ve never had a position where I was not utilizing a computer eight-plus hours a day,” she says. “About 95 percent of buyers today find a home online. Buyers want information that is clear, concise and to the point. They want to see realistic images of the property that tell them what they need to know about the location, layout, community, etcetera without bullet points that overload them with sales fluff.”

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Britt is also the owner of three homes, which she purchased entirely on her own. “It helps me to know first-hand what the process could be and talk about it with my clients. I also show them that I invest where my mouth is.” Britt’s favorite hobby today is design. She enjoys maintaining and upgrading her homes. “I’ve completely gutted and designed all three properties – each with a different design/ theme to the home. Two are investment and one remains a primary.”

Ultimately, Britt says there is “no easy route to success. You cannot enter an elite level of something without the experience. It takes competence, integrity and hard work to develop a credible reputation in real estate. If this business were easy, everyone would be doing it. There’s nothing better than making a seller top dollar or closing on someone’s dream home and seeing their lives change. Changing people’s life’s for the better is quite rewarding.”

Britt Davis - Davis Luxury Homes Surterre Properties 33522 Niguel Rd., Suite 100 Monarch Beach, CA 92629 Phone: 949-940-6646 Email: britt@davisluxuryhomes.com Website: www.davisluxuryhomes.com CalBRE # 01790846

ExecutiveAgent Magazine

Keys to Effective Feedback !!!

ffective communication between two people is not easy. You really have to practice to make it work. Through the effective use of feedback skills, you can create a good communications climate. The following general guidelines will help you use your feedback skills more effectively. • Give And Get Definitions. The interpretation of words or phrases may vary from person to person, group to group, region to region, or society to society. When people believe or assume that words are used for one and only one meaning, they create situations in which they think they understand others but really do not. The words you use in everyday conversations almost inevitably have multiple meanings. In fact, the 500 most commonly used words in our language have more than 14,000 dictionary definitions. For instance, according to Webster, a person is considered ‘fast’ when she can run rather quickly. However, when one is tied down and cannot move at all, she is also considered ‘fast. ‘ ‘Fast’ also relates to periods of not eating, a ship’s mooring line, a race track in good running condition, and a person who hangs around with the ‘wrong’ crowd of people. In addition, photographic film is ‘fast’ when it is sensitive to light. On the other hand, bacteria are ‘fast’ when they are insensitive to antiseptics. The abundance of meanings of even “simple” words makes it hazardous to assume to understand the intent of a message without verifying and clarifying that message. • Don’t Assume. Do not assume anything in communications. If you do, you stand a good chance of being incorrect. Don’t assume that you and the other person are talking about the same thing. Don’t assume that the words and phrases you are both using are automatically being understood. The classic phrase of people who make assumptions is: “I know exactly what you mean.” People who usually use that statement without ever using feedback techniques to determine exactly what the other person means are leaping into a communication quagmire. Use more feedback and

fewer assumptions, and you’ll be happier and more accurate in your interpersonal communications. • Ask Questions. A good rule of thumb is: “When in doubt, check it out.” One of the best ways to check it out is through the effective use of questioning skills. Clarifying questions, expansion questions, direction questions, fact-finding questions, feeling-finding questions, and open questions can be used freely during conversation to test for feedback. • Speak the Same Language. Abstain from using words that can easily be misinterpreted or mistranslated, especially technical terms and company jargon. These terms, which are so familiar to you, may be totally foreign to the people with whom you talk. Simplify your language and your technical terms so that everyone can understand you, even when you think the other person knows what the terms mean. • Stay Tuned In. Constantly be on the lookout for and recognize those nonverbal signals that indicate that your line of approach is causing the other person to become uncomfortable and lose interest. When this happens, change your approach and your message accordingly. Observe the other person. Be sensitive to the feelings they are experiencing during your interaction; above all else, respond to those feelings appropriately. Dr. Tony Alessandra, CSP, CPAE has authored 13 books, recorded over 50 audio and video programs, and delivered over 2,000 keynote speeches since 1976. Dr. Tony Alessandra is recognized by Meetings and Conventions Magazine as, “one of America’s most electrifying speakers.” Copyright© 2004, Tony Alessandra. All rights reserved. For information about Tony’s keynote presentations, contact the Frog Pond at 800.704.FROG(3764) or email susie@frogpond.com; http://www.frogpond.com.

ExecutiveAgent Magazine

Written By Tony Alessandra ExecutiveAgent Magazine

Remember Me? I

f there is a single way to cement a relationship with a customer, it must surely be the promise that they will be remembered. There is nothing, not quality, not price, not convenience that will draw a customer like the promise of being remembered.

“Yes, ma’am, although the T. is silent,” I grinned at the thought that someone would remember me from four years earlier.

I like to eat at the Cowboy Steakhouse in Kerrville, Texas. It’s my favorite place on the planet. Is the food good? Of course! And the service is always first-rate. Is it the best restaurant anywhere, even the best in Kerrville? Who knows! All I can tell you is that I like it. And if you show up knocking on my door and want to take me to dinner, you can bet I’ll ask for the Cowboy Steakhouse.

“Thanks! That always makes me feel special. Being remembered is the best compliment of all.

Why? Probably for the silliest of reasons - they remember me. I may not be famous in your town (heck, I’m not famous in my own). But I am famous at the Cowboy Steakhouse (everybody is!) and that’s where I like to eat. I can count on a hug from Lorrie, and I know that Nancy will remember that I want the chicken and I don’t want foil on the baker, and that a gallon of water will just get me started. We flew into Cincinnati to visit my grandmother and called the folks at Thrifty for a car. We hadn’t planned on stopping, we were just ahead of schedule and flying east of our intended route to avoid bad weather. So we had no reservations. No problem. The folks at Thrifty came through. What made the transaction special was Cathy. Several years ago I spoke to the Thrifty annual convention and they bought a bunch of the original Positively Outrageous Service books. I signed the books, had a great time speaking to the crowd and, like too many engagements, went about my merry way. Cathy was walking by the counter just as the customer service representative asked my name.

“I loved your book!”

When we said our good-byes and stepped out to find the economy car that we had rented, there waited a jazzy, berry-colored convertible, no extra charge. I don’t expect special treatment. In fact, it’s a little embarrassing to be given red carpet treatment for what seems to be no reason at all. Hey, I was paid to speak to Thrifty. I already got mine and here they were treating me like visiting royalty. I’ve washed more cars than I’ve rented! But the real treat was not in the jazzy car, it was in being remembered. If you want to make a customer feel special, remember them. People like to do business with people who remember them and attempt to respect their special needs and tastes. If remembering is the best thing you can do, forgetting must be the worst. T. Scott Gross is a speaker, consultant, videographer and lifelong restaurateur. Best known as the author of the best-selling 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 800-704FROG (3764) or email: susie@frogpondgroup.com; http://www.frogpondgroup.com.

“Scott Gross, “ I replied. Cathy stopped, smiled and said, “Would that be T. Scott Gross?”

ExecutiveAgent Magazine

Written By Scott Gross

ExecutiveAgent Magazine

When It’s Time For A Home Office

o, you’re tired of clearing your papers off the dining room table every time someone wants to eat (how dare they!). And you’re still recovering from the business call you were forced to take that time your 5-year-old pressed the phone into your hand just as you stepped from the shower (it’s amazing how professional one can sound while wrapped in a towel and dripping wet). Sounds like it’s time for a home office.

Ideally, you’ll have a spare room to turn into office space - preferably one with a locking door. An extra bedroom, the basement, or attic can all serve this purpose. If you don’t have room for a dedicated office, take a look around your house to see where you can carve yourself some space. A closet, bedroom corner, hallway alcove or even the area under a stairway can all be converted fairly easily for this purpose. Use bookcases, filing cabinets, plants, screens, even lighting to define your work space. It’s essential that you remain committed to your space as office space. Without this psychological distinction between home and work, the two areas of your life may slide into one another, causing you to lose focus, and thus, productivity. Choose furnishings that are ergonomically correct, and which fit in with the decor of the rest of your home. Lighting should come from three sources: natural, ambient and direct. Give yourself enough storage space to keep your work area uncluttered. You may want to store your supplies in another part of the house, keeping just a week’s worth in your office. And schedule a weekly or biweekly cleanup where you go through your papers and files and either throw away or stow away anything that is not essential to the daily operation of your business. Almost every business requires a computer system. Don’t skimp. You want something with enough speed and memory capacity to last into the future. A good-quality inkjet, or preferably, a laser printer is also essential. Investigate the all-in-one printer, fax, copier and scanners. These may save you money as well as precious office space. I also recommend a computer backup system, which will protect the contents of your hard drive in the event of a power failure. An uninterruptable power source supply is also a must for the home office. This will keep your computer running during a power outage until you’re able to safely shut it down. 32

Another essential component of the home office is telecommunications, meaning telephone, fax and Internet access. An account through an Internet service provider or online service shouldn’t cost more than $20 per month and it will give you the ability to send and receive e-mail. You’ll probably want more than one phone line, three if you’re using one line for a fax and modem hookup. It’s wise to invest in a business line, which allows you to list your business name and number in the phone book and with directory assistance. To keep costs down, use that line for incoming calls only. If you don’t want the expense of a business line, but can do without a repeat of the shower scene, order “distinct ring” service from your phone company. This is a separate phone number which rings into your home line, but sounds different from your normal ring. This alerts you and family members to incoming business calls. If you’re dishing up dinner or washing the dog, you’ll know to let your answering machine, or better yet, your electronic voice mail system, grab the call. If you’re in the shower, hopefully your 5-year-old will know to do the same. You may also want to order “call answering” from your phone company. It’s just a few dollars a month and sounds more professional than an answering machine, and which won’t break down while you’re on vacation. A home office can either improve productivity, or harm it. You may find yourself doing paperwork at 2 a.m. when you should be sleeping, or flipping to General Hospital at 3 p.m. when you should be working. It’s helpful to treat your home office as you would an outside office, complete with “starting” and “quitting” times. This will help you stay focused, organized, and productive. And your family will appreciate having their dining room table back. Nancy Michaels, of Impression Impact, works with companies that want to reach the small business community and with small business owners who want to sell more products and services. Copyright© 2005, Nancy Michaels. All rights reserved. For information, contact Frog Pond at 800.704.FROG(3764) or email Susiefrogpond.com; http:// www.frogpond.com

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Written By Nancy Michaels ExecutiveAgent Magazine

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Nomination Form

Nominate a fellow colleague to be featured as Executive Banker of the Month. All candidates must be nominated by an industry professional and 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/Stae/Zip:____________________________ ________________________________________ Phone:__________________________________ Email:__________________________________

Fax/Email nomination to: Executive Agent Magazine PO Box 73384 San Clemente, CA 92673 Fax: 949-266-8757 Email: FArrias45@gmail.com Ph: 949-366-3349

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Embracing Adversity For Achievement

“Show me someone who has done something worthwhile, and I’ll show you someone who has overcome adversity.” Lou Holtz

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Written By Chris Widener

uccess in life depends upon being strong, people with clear goals and indomitable spirits. Unfortunately, most of us are not born that way. We grow that way. And that growth can either come from us entering willfully into situations that will cause us to grow, like subscribing to Made for Success, or from the way we react when circumstances come upon us without our consent. The latter is what we call adversity.

Adversity makes us better people with stronger characters. Never underestimate the power of adversity to shape us inwardly. How will courage, discipline and perseverance ever flourish if we are never tested? After adversity, we come out stronger people and able then to use our character and influence in an even greater way to lead those around us and to improve their lives as well as our own.

Most of us spend our lives trying to avoid adversity, and I guess that is just as well. We should not pursue adversity, but when she arrives, we should welcome her as a foe who, though our interaction with her, will make us into better people. Every contact we have with adversity gives us again the opportunity to grow personally and professionally and to forge our character into one that will achieve much later on.

Adversity makes life interesting. John Amatt said, “Without adversity, without change, life is boring.” How true. Have you noticed that while we are in the middle of adversity we only long to get out of it, but we then spend a lifetime recounting it to anyone who will listen? This is because it spices life up a little. Imagine how boring life would be if everything always went well, when there was never a mountain to be climbed.

With that in mind, here are some thoughts on adversity, and how it can help you to succeed in every area of your life and achieve your dreams.

Here are some questions for you to reflect upon before I close: Q. If you are in the middle of some adversity right now, what resources are you drawing on? Who are you drawing closer to and working with? What part of your character is being tested, and built up? What can you do to view this adversity as one who will be better for it on the other side?

Adversity brings out our resources. Horace said “Adversity reveals genius, prosperity conceals it.” When everything is going well, we coast. There is not a lot of stress, and we do not have to draw too much on the resources that reside within us. But when adversity comes we begin to draw upon each and every resource that we have in order to conquer the circumstances at hand. Adversity then, keeps us sharp. It keeps us using our personal muscle, if you will. That is a good thing because we grow through the use of our resources. Adversity brings us together with others. Sure a team can have their problems with each other, but when they on the court, when they experience the adversity of facing another obstacle, they pull together. One for all and all for one, as they say. The next time you experience adversity of some kind, keep your eyes open for how it can bring you together with your family, your co-workers or your team. Then when you are through it, you will find a bond that was created that was not there before.

Every adversity, every failure, every heartache carries with it the seed of an equal or greater benefit – Napoleon Hill Chris Widener is the President of Made For Success. He teaches leaders how to become Extraordinary Leaders. Chris’ speaking and consulting services have challenged the best to become optimists, to pursue excellence relentlessly, and to dream big dreams. Copyright© 2007, Chris Widener. All rights reserved. For information about Chris’ speaking and consulting services, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com; http://www.FrogPond.com.

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