December 2016 West Coast by Featured Agent

December 2016

Top 10

ways to give back

A warm welcome â&#x20AC;&#x201D;

Prepare your home for holiday guests

Tammy Hatch also featured:

Sherri Buttler Alice Greliak

Get SMART about

goal setting

contents

Featured Agent Magazine Phone 888.437.5707 Fax 888.849.3663 contact@featuredagentmagazine.com www.featuredagentmagazine.com

Materials and content included in Featured Agent Magazine and on featuredagentmagazine.com are subject to copyright and may not be copied or reproduced in any part without prior written consent. Featured Agent Magazine is published by Times 3 Publishing Group, LLC. Publisher shall not be liable for any inaccuracy, error, or omission and makes no representations or warranties of any kind, express or implied, as to the information, content, or materials included.

professionals 4

Get SMART about goal setting

Top 10 Ways to give back

Take the lead â&#x20AC;&#x201D; Strategies for everyday lead generation

t featured cover agent

Tammy Hatch q featured agent

Alice Greliak

q featured mortgage

professional

buyers&sellers 7

A warm welcome â&#x20AC;&#x201D; Prepare your home for holiday guests

Ready to buy a home? Get your credit ready first

Sherri Buttler

Get SMART about

As the year quickly comes to a close, it’s time to start thinking about what you’d like to accomplish in 2017. Setting goals to reach both professional and personal milestones will help you formulate your strategy, stay motivated and achieve success. Take a look at these effective goal-setting tips:

Get SMART — How many times have you set a goal (New Year’s resolutions come to mind) only to give up on it, or forget about it altogether, within a few weeks. Setting goals is more than just committing to doing something, you have to make a plan to get there. That’s why SMART goals make so much sense. SMART goals are:

• Specific • Measurable 4

goal setting

• Attainable • Relevant • Time-bound

Using these metrics as a guide will help you set and track your goals so you can make meaningful, lasting changes.

Keep it Professional — Conducting your real estate business without setting goals is like taking a road trip without a map. You will end up somewhere, but it probably won’t be where you planned. Professional goals can include the obvious, such as sales goals and prospecting targets, along with things like hiring an assistant, improving your website’s SEO or establishing a team. Because it’s impossible to do everything at once, try breaking up your goals by Copyright Featured Agent Magazine

SMART Goals Ask yourself these questions to determine if your goal is SMART. • Specific — Is the goal precise, clear and concise? • Measurable — Can you track the progress and measure the results? • Attainable — Can the goal be accomplished using current resources? • Relevant — Is the goal meaningful, worthwhile and consistent with your values and other goals? • Time-Bound — Can you give your goal a clear “accomplish by” date?

quarter. Focus on one large goal and several smaller goals. Anything you don’t accomplish will roll over into the next quarter. If you’re not sure where to start or what to focus on, talk with your managing broker or a more seasoned agent in your office to find out how they approach goal-setting.

Make it Personal — As you’re pursuing your professional goals during the coming year, it’s also important to focus on personal development. Personal goals can include working toward health and fitness milestones, seeking continuing education, networking to expand your sphere of influence and doing volunteer work or donating to a cause that’s important to you. In some instances, such as pursuing specialty designations, your personal and professional goals will overlap, and that’s great. Your goals should be complementary and positively affect the different facets of your life. Copyright Featured Agent Magazine

Focus on the Family — While working toward your professional and personal goals, it’s important not to let family take a backseat. Your family goals will differ whether you’re married or single, with kids or child-free, but the important thing is that they help you strengthen the bond with those closest to you. They can be things like eating dinner together a set number of nights per week, attending school events, or getting away for the weekend once a month. If you’re single, make it your goal to reach out to your parents or a sibling on the same day every week, plan a family reunion or preserve old family photos or home movies.

Setting goals for different areas of your life, rather than just your real estate career, will help you maintain balance and not lose sight of what’s truly important to you. Remember that goal setting isn’t a one-time activity; it’s an active process that should change and grow as your career and priorities continue to evolve. 5

featuredagent Alice Greliak magazine

Beginning her career in banking as an account executive for a San Diego lender, Alice Greliak of Carrington Real Estate Services, Inc., worked her way through nearly every aspect of lending, from starting a loan to selling it on the secondary market, and finally, becoming a loan officer. “I was an underwriter and worked in the appraisal review department, so over the years I really got to know how the process worked,” says Alice.

Working face-to-face with clients along with that fundamental understanding of the mortgage process prompted Alice to obtain her real estate license in 2009, as a way to further help clients realize their dreams of homeownership. “I’ve lived in San Diego my whole life. I grew up here and went to school here, so I really know the area well and can help my clients find a home in a community that’s just right for them,” Alice says. “But more importantly, this job is more than just selling a home. I look at everything like real estate and inventory trends along with what’s going on currently in the market so I can educate my client and help them make the best decision for them and their family.”

Alice’s expertise has aided a diverse group of clients, from investors to first-time buyers and move-up buyers, alike, and it’s her top priority to ensure everyone receives the same quality service she has become known for. “I treat others the way I would want to be treated in this process and I believe in integrity and honesty,” stated Alice. “Sometimes I have to tell people things they don’t really want to hear, but being forthcoming with them is crucial.”

of,” says Alice. In addition, she has been a winner of the Championship Circle Agent Recognition at Carrington Real Estate ever year since its inception in 2012.

“I treat others the way I would want to be treated in this process and I believe in integrity and honesty.” Having graduated Cum Laude from University of San Diego as a double major in Political Science and History, Alice also credits her studies with her success in real estate. “Having that background really helped me craft my analytical thinking and problem-solving skills. Nobody ever wants issues to come up during escrow, but when they do, you want to be working with someone who is all hands on deck trying to find win-win solutions for all parties involved,” Alice says. “It’s also helped me to better understand the diversity of the many cultural backgrounds I’ve been fortunate to work with. Each culture has a different approach to the real estate process, and as clients come from other countries to achieve the American Dream, it’s important for me to understand what their needs are so I can cater my services to them.”

However, no matter the background of a client, there is always one thing in common. “I enjoy being there for families as they’re choosing their forever home. Seeing the kids pick out their rooms and seeing the happiness on mom and dad’s faces; those are the best moments for me. That’s what really motivates me to keep going and work even harder during the times that might be a little more challenging.”

Alice’s methods of conducting her business have resulted in numerous industry awards and nearly 40% of her business stemming from repeat clients or referrals. In 2014, she ranked in the top 1% of agents according to Trulia, and has been the recipient of the Five Star Customer Service award for the last three years. “To be in the top 5% based on client reviews is something I’m really proud

Alice Greliak Carrington Real Estate Services, Inc. | San Diego, CA 619.410.8013 | alice.greliak@carringtonres.com 6

A warm welcome —

Prepare your home for holiday guests

‘Tis the season to open your home to out-of-town guests. Whether they are just passing through for the night or plan to stay several days, you’ll want to treat your guests like the VIPs they are. Here’s how to make every room in your home feel warm and welcoming: Guest Room — The guest room should be a cozy retreat that allows your guests to recharge.

• Make up the bed with high-thread-count linens and provide extra pillows and blankets so they can customize to their liking.

• Set up a tray with a few bottles of water, a fresh box of tissues, lip balm, hand sanitizer and lotion so they can immediately freshen up after a long trip without digging into their bags for the essentials.

• Clear out at least one drawer and make space in the closet; provide empty hangers, a hand-held garment steamer and a lint roller.

• Surprise them with a small gift, such as a bottle of wine from a local winery or fresh cookies from a favorite bakery. A vase of fresh flowers is always an elegant touch. Copyright Featured Agent Magazine

Bathroom — Create a spa-like space to leave guests feeling rejuvenated.

• Provide stacks of thick, fluffy towels, the more the better.

• Offer all basic toiletries including body wash, lotion, shampoo/conditioner, deodorant and dental care items.

• Fill a small basket with over-the-counter medications and first-aid items such as pain reliever, antacids, cough drops, Benadryl, Neosporin and Band-Aids. • Add luxurious hand soap and a scented candle, fragrance diffuser or room spray.

Kitchen — Make sure guests feel welcome in the heart of the home.

• Find out if your guests have any food allergies or dietary restrictions and plan meals accordingly.

• Make sure to provide everything they need for their favorite morning beverage, whether that’s coffee, tea, or smoothies. 7

• Fill a basket or bowl with snacks like small bags of nuts, protein bars, crackers and fresh fruit so they can grab something without having to ask you each time. • Keep the fridge stocked with pitchers of filtered water and be sure there’s plenty of fresh ice. Living Areas — Whether watching a movie or chatting about old times, it’s all about making guests feel comfortable.

• Add some extra pillows and throw blankets to chairs and couches so guests can snuggle up.

• Provide written instructions for how to use remote controls and access streaming services. • Have a stack of magazines, books and board games ready to beat boredom.

Outdoor Areas — Extend hospitality outside the home, too.

• In cold climates, keep walkways clear of snow and ice to avoid slips and falls. 8

Welcoming guests into your home is one of the most special aspects of the holiday season.

• In warmer climates, make sure outdoor seating areas are clean and inviting.

Little Details — Your guests will appreciate these thoughtful extras.

• Make sure the wi-fi signal is strong in all areas of the house; install extenders to boost weak spots

• If it’s a rainy season in your area, have extra umbrellas ready by the front door.

• Put fresh batteries in all remote controls – don’t forget the garage door opener. • If you have a lot of activities planned, provide a written itinerary so guests know what to expect.

Welcoming guests into your home is one of the most special aspects of the holiday season. With a little thought and careful planning, you can turn your home into an oasis that your guests will never want to leave. Copyright Featured Agent Magazine

Ready to buy a home?

Get your credit ready first

If you are thinking of purchasing a home in the coming year, there are several things you should do before you ever step foot into a potential house. One of them is to review and improve your credit to help ensure you receive the most favorable home loan terms. Of course, everyone has their own unique set of circumstances when it comes to finances, but there are some basic guidelines all borrowers can benefit from. Here they are:

Start with Your Score — The first thing you want to do is get a copy of your credit report, which includes your FICO credit score. You can get your report for free at annualcreditreport.com. Review it thoroughly for any errors or inaccuracies. If you find any, get to work having them corrected; you want lenders making decisions based on your information, not someone else’s. Traditional lenders typically require a credit score of 620 or higher to consider applicants for a loan; FHA loans require a minimum score of 580. However, Copyright Featured Agent Magazine

your score will also affect the interest rate on your mortgage — the higher the score, the lower the rate. So it’s worth it to work on improving your score before you apply.

Pay On Time, Every Time — This is the single most important thing you can do to ensure a good credit score. Having a strong record of on-time payments is essential when applying for a home loan. Even one recent late payment can greatly influence the decision. If you’ve had any issues paying on time in the past, make it impossible to pay late by setting up all your bills up for automatic payments. Hold Steady with Credit Cards — When you apply for a mortgage, lenders will be looking for consistency and responsibility. So now isn’t the time to open a lot of new credit cards. But it’s also not the time to close the ones you have. It’s a great idea to pay down high balances, but even if you pay off one

or more cards, don’t close the accounts. Doing so can have a negative effect on your credit utilization ratio (amount of total debt divided by total available credit), which has the potential to lower your credit score — exactly what you don’t want.

Beware of Quick Fix Credit Repair — If you’re credit score is lower than you’d like, you might be tempted to go for one of the quick fix credit repair solutions. Don’t do it. There is no way to immediately “fix” bad credit. What these companies do is initiate disputes on all negative entries on your credit report. While the creditors look into it, those line items will disappear from the report, which gives the temporary appearance of a cleaner credit record. But, once the creditor determines the entry is valid, it will show back up on your report. You are better off taking the money you’d spend on credit repair and using it to pay down high balances.

Have a Talk with Your Boss — While this won’t directly influence your credit, it can help as you prepare a plan to buy your home. Talk with your manager about what you can expect in the coming year. Are you on track for any bonuses? Will the company be giving salary increases? If so, are you in good standing to get a raise? Having an idea of what is to come financially can help you make better decisions 10

Get your credit ready before buying a home • Review your credit report and address any errors • Shoot for a score of at least 620 — higher if possible • Stop using credit cards for everyday purchases • Pay down high credit card balances • Don’t open new or close any credit card accounts and formulate a solid plan to help you reach your goal of home ownership.

Getting a handle on your credit situation is an important step when considering buying a home. Even if you’ve made financial mistakes in the past, you can still work toward improving your score. It takes time, patience and discipline, but it will be well worth it.

Tammy Hatch

Imagine having four kids under the age of 10. Now, imagine having four kids under the age of 10 and studying to get your real estate license. If that seems nearly impossible, Seattle REALTOR® Tammy Hatch is living proof that it’s not. Her love of beautiful homes started early and never stopped. In fact, she recalls many times she told her husband she was going grocery shopping, only to find herself spending hours driving around and dropping in on open houses. “One day I realized I should be selling houses, because I knew more about them than the real estate agents did,” she says. “A friend suggested I get my license, so I studied my licensing class online, took the test and passed!”

That was 24 years ago, and Tammy has spent the better part of the last two decades helping home buyers and sellers throughout most of King and South Snohomish counties. She is happy to serve any clients who need her help and has developed a special fondness for first-time home buyers. “They’re always so excited, and I love teaching people what they need to know when they’re getting into a home,” she says. “In a way I kind of treat them like my own 12

kids. I tell them I would never sell them a house that I wouldn’t sell to one of my own children.”

Tammy’s longevity in the business and deep knowledge of the area — she’s a Seattle native —are two great reasons to work with her, but they’re certainly not the only ones. “I think I’m real, non-threatening and easy talk to. And I have so much information I can share,” she says. Her wide-ranging knowledge of the communities she serves helps clients who aren’t quite sure what they’re looking for narrow their focus and choose a neighborhood that best fits their lifestyle. Tammy also makes sure to be available to clients whenever they need her, whether they have a pressing question about their transaction or simply need to look at “just one more” house.

She remembers working for a broker early in her career who encouraged her to take the opposite approach; a philosophy she never understood or embraced. “He told me not to take anyone out who wasn’t pre-approved. But I remembered when I wanted to look at houses and agents did that to me, it felt disrespectful,” she recalls. “My thinking is Copyright Featured Agent Magazine

“For me it’s all about following the Golden Rule and treating others the way I would want to be treated in the same situation. I want everyone to be comfortable and know that not every agent is just out there to sell them something.” people might not even know they want to buy until that see that perfect house. My way is to get in front of my clients first and establish a relationship. They may not buy for a year or so but now they have a trusted agent they like and when they are ready to buy, my hope is they will reach out to me before anyone else.”

When she does get to the stage where she and clients are looking at houses, she knows that, although buyers may tell her they’re looking for one thing, they often end up buying the opposite. “People don’t always know what they want, especially if they’ve never bought before, and that’s OK,” she says. “I’ve found I have to listen and also look for those non-verbal signs that let me know what clients really think of a listing.” Tammy has learned the value of having patience, being a great listener and being willing to put in the work to guide clients Copyright Featured Agent Magazine

toward what they want. “You just have to get out there and look. I don’t mind showing 10 houses in a day to the same buyer,” Tammy adds. “For me it’s all about following the Golden Rule and treating others the way I would want to be treated in the same situation. I want everyone to be comfortable and know that not every agent is just out there to sell them something.”

Tammy’s sellers receive an equally impressive level of VIP service. She hires a professional photographer to shoot her clients’ listings in HD and always stages vacant homes to appear warm and inviting. She also invests significant time and resources into her marketing, to ensure her listings are being seen by potential buyers in all the right places. Tammy is also committed to transparency, and believes in telling clients everything they could ever

want or need to know about a listing. Her clients appreciate her thorough approach and have shown their satisfaction through positive feedback that has resulted in being named a Seattle Magazine 5-Star Real Estate Professional for the past seven years. Early in career, she earned Top 1% and Top Producer honors, The Chairman’s Award, and was featured in the Wall Street Journal. Recently, she was singled out for inclusion in Masterminds’ 100 Most Influential Real Estate Agents in Washington.

Her current position as Managing Broker allows Tammy to enjoy what she calls the best of both worlds — maintaining her client relationships while also having the opportunity to train and help new agents. She foresees a point in her career where her main focus will be mentoring new agents to get their businesses off the ground, but she’s not there yet. For now, she will keep doing what she enjoys the most. “I love meeting new people! Before real estate, I used to get bored at my jobs. Now I never get bored because I’m constantly meeting new people and every day is something new and different.”

Off-work hours are devoted to activities that help Tammy relax and recharge — hiking, camping, dinner parties with friends and spending time with family. She is especially proud of her son, who is a US Marine.

Tammy Hatch HomeSmart Real Estate Associates / Premier NW Homes, Inc. | Seattle, WA 206.271.4488 | tammyshatch@gmail.com | www.tammysellsseattle.com 14

Top 10 Ways

to give back

Giving back to the communities you serve as a REALTOR® is important throughout the year, and even more so during the holidays. Clients and potential clients take note of your charitable and service activities and like to contribute and get involved if they can. Hosting a special holiday activity will help spread good cheer and positive feelings in the community. Here are the Top 10 ways to give back this holiday season:

Adopt a Family — Work with a local school or nonprofit to identify area families in need, then choose one or more and donate all the trappings of a great holiday, including decorations, gifts, and all the ingredients to cook a special meal.

Put Up a Giving Tree — Partner with a local nonprofit or social services agency to find out what they need, then set up a tree in the office and decorate it with ornaments that list those items. Ask anyone who comes in to choose an ornament and donate the amount of money needed to purchase that item.

Host a Food Drive — Demand at local food banks rises during the holiday season and many rely on the increased giving at the holidays to make up for shortfalls other times of the year. You can help by hosting a month-long non-perishable food drive focused on collecting high-protein foods such as nut butters, canned tuna & chicken, and canned beans.

Decorate Senior Citizens’ Homes — Get the whole team together and spend a Saturday putting up holiday decorations at the homes of senior citizens who wouldn’t otherwise get to enjoy the sights of the holidays.

Have a Toy & Gift Drive — Foster kids often get placed in homes with little more than the clothes on their backs. Collect new, unwrapped toys, as well as gifts for teens such as cosmetic or toiletry kits, and donate them to a social service agency responsible for foster care placements.

Visit a Children’s Hospital — Spend an afternoon visiting with kids and their families at a local children’s hospital or Ronald McDonald House. Pass out small gifts such as seasonal story books and tabletop Christmas trees.

Collect Backpacks and School Supplies — Underserved students need supplies year ‘round to do their best in school. Plus, plenty of new students will be starting after the winter break, making this a perfect time to collect backpacks and supplies.

Collect Coats and Warm Clothing — Collect new or gently used coats, sweaters, scarves, hats and gloves in kids’ and adults’ sizes to donate to local schools or homeless shelters.

Host a Santa Open House — Have the jolliest agent in the office play Santa for an afternoon and invite kids from the neighborhood as well as clients’ families. Serve hot chocolate, cider and cookies and have someone in charge of taking digital or instant photos.

Give Out Care Packages for the Homeless — Ask agents and clients to donate travel size toiletries, boxes of protein bars, and cases of bottled water. Make up care packages in resealable bags and give every agent several to keep in their cars to hand out to any homeless people they see while they’re out and about in the community. Copyright Featured Agent Magazine

featuredagent Sherri Buttler magazine

“I’m a good fit for so many people because they know that I genuinely care about them. I want that long-term relationship with them, I’m not just thinking about the current transaction.”

After studying finance at Fresno State in the late 1980’s, Sherri Buttler returned to her hometown on California’s Central Coast to work as a teller for Bank of Santa Maria. After gaining experience in many facets of the business during her seven years there, she discovered she enjoyed the mortgage and construction aspects the most.

Upon relocating to Arizona in 1995, Sherri made the decision to focus solely on home loans and went to work for a well-known, local mortgage company. After 20 years there, Sherri is now a loan originator with South Pacific Financial Corporation in Tempe. 16

Sherri’s upbeat, yet professional demeanor is perfectly suited to her work and, more importantly, her clients. “I love meeting new people,” says Sherri. “I also love the challenge of finding just the right loan for all the different needs of my customers. Because of the diversity of this industry, you can’t just put everyone into a cookie cutter type loan; you really have to look at all the options to find the one that will work for each individual.”

If her repeat business is any indication, Sherri has far exceeded the expectations of her clients, and her honesty and integrity have played a huge roll in her success over the years. “I’m a good fit for so many people because they know that I genuinely care about them. I want that long-term relationship with them, I’m not just thinking about the current transaction,” Sherri says. “In fact, I have a lot of past customers who still call me with questions, and I like being the person they turn to for advice. I’m always available for them when they need me.” Although the industry can be stressful at times,

Sherri often reminds herself and those she works with to keep their heads up. “When things get hectic, you can’t give up. You have to look at the bigger picture and always know that better days lie ahead.”

She shares that advice freely with her colleagues along with the advice she received from her father growing up. “I always loved math ever since I was a kid and I’d get so frustrated with myself when I messed up. My dad would always say, ‘why do you think pencils have erasers on them?’ I’m often reminded that things don’t always go as planned, but we’re human and we make mistakes. That’s how we learn,” Sherri says. “I firmly believe

that in order to have success, you have to have some failures, too.”

In addition to planning her upcoming wedding in her spare time, Sherri enjoys spending time with her two sons and fiancé, practicing yoga, and traveling as often as she can. She is excited about what the future holds, both personally and professionally, yet remains grateful for all she’s learned along the way. “I’ve been really blessed throughout my career. Everything fell perfectly into place at all the right times and I’m so thankful for all the guidance I received from people I’ve worked with over the years,” says Sherri. “I have no regrets. There’s not a thing I would have done differently.”

Sherri Buttler

South Pacific Financial Corporation 602-739-1641 | sbuttler@spfcnet.com | NMLS ID 249588 Copyright Featured Agent Magazine

Take the lead — Strategies

for everyday lead generation

Generating new leads that will eventually become clients is one of the most important things real estate agents can do to succeed. But lead generation often ends up taking a back seat to the million other things agents are responsible for day-to-day, including helping current clients buy or sell their homes. The key is to turn lead generation into one of those daily responsibilities so that it eventually becomes an automatic part of what you do every day. Check out these smart ways to generate leads:

Develop a Network of Service Providers — Creating alliances with like-minded service professionals is an excellent way to increase your sphere of influence. Form relationships with mortgage professionals, real estate attorneys, appraisers, home inspectors, contractors and even other real estate agents. Having an established network of industry peers 18

allows you to be a resource to your clients by referring them to vendors you know and trust, and those vendors will return the favor by sending prospective clients to you.

Be Strategic with Social Media — It’s not just for Millennials anymore. If you’re not active on social media, you are missing the opportunity to make meaningful connections with potential clients. It’s not enough to just create a Twitter, Facebook or LinkedIn profile. You actually have to use them to your advantage. Be sure you are connected to everyone in your network, and spend time each day liking and sharing relevant content, such as new listings, personal achievements and photos from events. On LinkedIn, be sure you’re endorsing other pros; every time you do, they get an email that lets them know you did so, which keeps you top of mind. Copyright Featured Agent Magazine

Don’t miss these lead generation opportunities • Become involved in local government or business organizations. • Alter your routine to create opportunities to meet new people. • Regularly remind your sphere of influence that you welcome new clients. • Patronize local businesses and encourage others to do the same. • Don’t assume clients will refer; ask every client to share your name.

Become a Presence in the Community — Making a name for yourself as someone the community can count on is a time-tested way to generate new business. If you already have a cause that is near and dear to your heart, make it your mission to become even more involved through volunteer work and donations. If you don’t currently have a cause you’re passionate about, ask around to find out which local organizations are most in need of help. Volunteering gives you the chance to connect with a wide range of community members in a meaningful way, and you’ll become known for being a good person as well as a great agent — and that’s a winning combination!

Change Your Routine — We all have our daily routines, but getting stuck in a rut means you’re limiting your exposure to new people. If you drive through the same Starbuck’s every morning, take the time to park and go inside instead to chat with folks in line or better yet, try a different coffee shop altogether. Instead of having lunch delivered, go out to grab a bite and talk to other diners. Do your grocery shopping for the Copyright Featured Agent Magazine

week at a different store in a new part of town. Whatever you choose, make an effort to get out of your comfort zone, meet new people and talk about your business. “What do you do for a living,” is usually one of the first things people ask, so it will be a natural transition to telling others about the outstanding service you provide.

Support Other Local Businesses — As an entrepreneur yourself, it makes sense to support other small business in your community. Whenever possible, make the choice to support a local vendor, rather than a large national chain, and get to know the business owners. Strike up a conversation about the local market and all the things that make your area unique. Be sure to become a member of your local Chamber of Commerce to take advantage of everything they offer small business owners. Becoming involved in the local business community beyond real estate will further raise your profile and help you become a trusted, recognized name that people are happy to recommend.

Lead generation doesn’t have to be complicated, but it does have to be consistent. Employing one or more of these strategies will make generating leads a natural part of your daily activities and help your business grow. 19

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