GEORGIA MORTGAGE EDITION
6 Habits of HIGHLY PRODUCTIVE AGENTS DO YOU ADD CONSISTENT VALUE for Your Business and for Your Clients? COVER STORY
KEITH HOWELL
Don't Worry, BE HAPPY! Is Your Phone Voice ATTRACTING— OR REPELLING?
GEORGIA MORTGAGE EDITION
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KEITH HOWELL
CONTENTS 4) IS YOUR PHONE VOICE ATTRACTING— OR REPELLING? 13) DON'T WORRY, BE HAPPY!
18) DO YOU ADD CONSISTENT VALUE FOR YOUR BUSINESS AND FOR YOUR CLIENTS? 21) 6 HABITS OF HIGHLY PRODUCTIVE AGENTS
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Is Your Phone Voice Attracting–or Repelling? By Carla Cross, CRB, MA It’s such a simple thing, but so important--the first impression you make with your voice! Recently, I did a presentation to a group of Luxury Agent Specialists. It was about sound and its impact on others (I used the piano to demonstrate). We usually think of visual impact. But, as agents, we come across way more people initially via email or phone than we do by sight. So, isn’t it time to 4
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polish your ‘phone voice’? It’s probably the first ‘warm’ impression people get of you (I call email ‘cold communication’ because it vastly shrinks the three major ways we communicate: sight, sound, and feeling). Here are three tips to assure your phone voice makes the best first impression. Remember, You never have a second chance to make a first impression!
Don’t Mistake Technology as the ‘End’
We are so focused on technology today, that we are in danger of forgetting to effectively use that technology. Here’s an example. When I phone an agent today, I have no idea where that agent will answer his or her phone—or from what phone the call is being answered. And, I don’t really care. Technology allows the phone to follow the agent. That’s great. Here’s what’s not so great. The agent’s message is so dull, powerless, or mumbled that it doesn’t sound as though the agent wants to talk to me. Or, the agent’s message is so long, that I’m impatient by the time I get to leave the message.
Make a Superior Phone Message
For three days, listen carefully to the tone, intent, and messages you hear in phone messages. Listen carefully to how agents, managers, and your affiliates answer the phone (including the receptionist at the office). What do you think? If you didn’t know these people, what would you think of them? Are they excited to hear from you, or are they bored? Here are 4 important tips to remember when recording your own message: 1. Stand up—you’ll sound as though you have much more energy. 2. Write out your script first—and be sure it’s not too long. I don’t really care where you’re going to be all day! 3. Modulate your voice pleasantly. Try to get some resonance. 4. Sound as though you’re looking forward to hearing from me!
Don’t Settle for One Run at It: Re-record Your Phone Message until It’s Perfect
As a musician, I would never play the piano for others unless I had practiced until the performance was perfect. Yet, when we ‘practice’ real estate, we often just ‘let it fly’ with whatever comes out of our mouths! Not good. You have too much at stake to settle for one run at it. Top Agent Magazine
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Advice from a musician: Practice your phone message several times before you record it. Then, record and listen critically. Don’t just use the first recording. Make sure your ‘phone voice’ is the best first impression you can make.
P. S. Managers and team leaders—two tips 1. Call each of your agents’ phone mails. What’s the impression you get? Are they professional? Do they state the company name? Do they represent your culture and image? 2. Create a quick class in phone messaging using the information in this blog. Copyright ©, 2016 Carla Cross. All rights reserved. Carla Cross, CRB, MA, is the founder and president of Carla Cross & Co., specializing in real estate management and sales. Her internationally best-selling start-up plan for new agents, Up and Running in 30 Days, is now going into its 5th edition (!). Carla brings her vast experience as a top-selling agent and award-winning manager and trainer to the podium, blending her musical background with her proven sales and management strategies (she uses the piano AND even teaches someone to play—fast…..—entertaining and practical). Find out more at www.carlacross.com. 6
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KEITH HOWELL Top Agent Magazine
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Keith Howell primarily serves the Gwinnett, Barrow, Jackson, Hall, and Forsyth counties, and oversees an office in Buford with a team of two processors and an assistant.
Keith has mounted a flourishing career as a branch manager and loan officer at Homestar.
Keith Howell’s transition to the mortgage industry began by happenstance. At the time, he was working for a credit company when he learned his offices would be moved abroad. That same week, a mentor reached out to him and offered to teach him the insand-outs of the mortgage industry. On the hunt for a new career path and inspired by a challenge, Keith decided to take a leap. That was nearly twenty years ago, and today 8 Copyright Top Agent Magazine
Primarily serving the Gwinnett, Barrow, Jackson, Hall, and Forsyth counties, Keith oversees an office in Buford and a team of two processors and an assistant. There, he and his team offer a range of loan products, with a specialty in USDA no money down loans and Georgia Dream down payment assistant loans. At Homestar, Keith has been consistently ranked as one of the top five producers for the last five years, finishing number four in production volume in 2016. Combined with such a stellar performance Top Agent Magazine
history, Keith’s his devotion to memorable customer service inspires consistent client loyalty and word-of-mouth praise. Agents and builders alike have sustained confidence in Keith’s ability to deliver results, and accordingly the majority of his clientele is comprised of fellow real estate professionals. However, their partnership extends beyond the transactional. Keith and his team also pair with area builders to mount their marketing efforts, and make it a point to reach new clientele through fliers in new Top Agent Magazine
construction developments. Valuing their relationships with real estate professionals, Keith and his team also partner with agent clientele to publicize their loan offerings to potential homebuyers. Astutely recognizing that communication not only puts clients at ease, but also ensures a smooth transaction, Keith is mindful to provide his clients with consistent status updates while staying accessible no matter the hour. In fact, it’s his resolute commitment to forthCopyright Top Agent Magazine 9
right communication and responsiveness that Keith cites as main drivers of his success. “When it comes to loan offerings, people can source our products at most other offices, but what keeps them coming back is that they benefit from our experience in the industry and our clear communication,” Keith reflects. “Even though e-mail and texting are useful and popular these days, sometimes the best thing to do is to pick up the phone and have a
conversation.” Likewise, Keith ensures that there are few surprises during the lending process, and comes to his clients with solutions in hand if any issues arise. Of course, with nineteen years of industry experience, Keith has earned the insight to understand that all loans take time and require adjustments—and providing buyers and realtors with updates on the process keeps expectations in check for all parties involved. In the same spirit of service that drives his daily work, Keith also makes concerted efforts to contribute his resources to a variety of civic and charitable engagements in his community. Currently, he and his company are partnered with 12 Stone Church, the Northeast Atlanta Metro Association of Realtors, and the I85 North Board of Realtors. Previous organizations Keith has been involved with include the Kiwanis Club and Women’s Council of Realtors. Away from the office, Keith spends his free time raising his two young sons alongside his wife of seventeen years, and both are actively involved in their children’s education at Hebron Christian Academy.
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At Homestar, Keith has been consistently ranked as one of the top five producers for the last five years, finishing number four in production volume in 2016. As for the future, Keith has aspirations to mindfully expand his team, with an eye toward maintaining the right balance of likeminded professionals to uphold the superior standards of service his clients have come Top Agent Magazine
to expect. With nearly two decades of keen insight and hard-won experience under his belt—along with a proven track record of success—the years ahead are sure to be prosperous for Keith Howell and his team. Copyright Top Agent Magazine11
To learn more about Keith Howell, visit keith-howell.com, e-mail keith.howell@homestarfc.com, or call (770) 826 - 0170 www.
http://www.justingrable.com NMLS #167889 Branch NMLS #378170 Georgia Residential Mortgage Licensee #55900 Branch #25920 MLO AL #57007 FL# LO3484 NC# I-149617 SC #MLO-167889. 249 W Shadburn Ave. Buford, GA 30518 12Copyright Top Agent Magazine
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Don’t Worry, Be Happy! – Bobby McFerrin By Barry Eisen
A gizzillion years ago I had the honor and privilege of spending time with Norman Vincent Peale, Methodist minister, author of The Power of Positive Thinking, controversial thinker and one of the best motivational speakers I’ve ever heard. He told of a chance encounter with one of his parishioners, George, on a street in New York City. George was despondent. When Dr. Peale asked him about his state of mind, George let go with a tirade of confessions of being so overwhelmed with problems and worries that he couldn’t sleep at night and couldn’t think straight by day. “I’m a depressed mess,” George sadly confided. Top Agent Magazine
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the end of TODAY. Preparing for tomorrow at the end of today helps you rest well. The mind doesn’t have to spend the night worrying “Remember this and Don’t forget that!” You wake up knowing how to start and where you’re going! Be sure to prioritize your list with an A, B, or C. Let go of yesterday and focus on your To-Do-List of today. If it was important from yesterday and “George,” Dr. Peale said, waiving his incomplete, it’ll be on today’s list. arm slowly over the horizon, “here Do things, not because you have to, are thousands of souls who haven’t but because you get to. got a worry among them. If death means you have no worries, to worry • Keep your mind busy with the must mean you’re alive! And if you highest priority in the moment. Inhave lots of worries, how much more stead of figuring out why you are the alive you must be!” It’s a matter of way you are, stay on task knowing that you can only do one thing at a perspective.” time. Consider the satisfaction you Worry is something we choose that will feel when that one task is acis not of the world, but rather, in complished and then turn to your how we think. It’s a distraction that next. Of course interruptions will takes us away from confronting our happen. When they do, ask yourself: Is the interruption or is the task at realities. hand of HIGHER VALUE for THIS Here are nine potentially life chang- moment? (Most therapists don’t try ing ideas. Some you maybe doing, to figure out why a person is worrysome you have done in the past, ing; but will prescribe that a patient and for some may these serve as a do something or learn something on reminder to get back on track. If any which to focus positively. Learning/ would serve you, start now. stimulating the mind can get a person out of their ego-centric predicament.) • Make your list for tomorrow at Multi-tasking has been proven not to
Dr. Peale asked George if he could spare some time to meet a large group of people who might have answers to George’s worries, since this was truly a worry free group. George, at his wits end grunted “sure.” After a long car ride to near the tip of Long Island, Dr. Peale had the taxicab stop in the middle of a large cemetery and the two men got out.
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likely to show you their good if they feel that availability from you. Don’t listen to T.V. or read internet news be• Allow yourself to risk. Enter en- fore you go to sleep at night. Count the ough. A friend of Nan’s had won the things for which you can be grateful grand prize on the American Chop- (full of greatness!) and sleep better. per contest. When asked how he won, he laughed and said, “When the con- • Smile more and hold eye contact test was announced, I ENTERED.” with others. Create a positive posYou’ve got to allow yourself to enter ture. Your positive physiology will the game and know that you aren’t be reflected by others and even if going to win every time, but you’re a you’re faking it, your forced smile, winner by playing and playing your eye contact and positive posture will best. Enter enough! If worrying about feel more natural and comfortable. losing stops you from entering, it Little shifts. guarantees a loss. Enter enough and you’ll find those places where you • Delegate responsibilities. Do what win. And as you enter enough, your you can, but let go of things before skills get better. Make up for lack of you become overwhelmed. If someskills, not by thinking about the lack, one else can do a task only 80% of but with enough activity. Show up... the way you would do it, but it gives you 100% of that time for another most don’t. taks which only YOU can do...you • Focus on what is right, the good, are 180% productive with that time. rather than on what is wrong. So Life is too short. What parts are really much of the media focuses on the worth your attention? isolated disaster story. Happy stories don’t sell. Media stories appeal to • Exercise/eat well/sleep well. Exthe lowest common denominator of ercise is a great idea even though our interests. Don’t go for the easy you may feel stressed about time and “take” or opinion of others. Consider other preoccupations. The endorthe possibilities. Have you ever had phins that reduce feelings of worry, your good intentions misread by fear, adrenaline production, also others? Allow the benefit of doubt by promote a more relaxed mind and seeing good in others. They are more body. As we grow older it’s inactivity be the best way to go. Slow down and focus.
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On the top of a full size piece of paper or, if you prefer, a digital memo app, write or type the words WORRY LIST. When a worry comes to mind, instead of letting it interrupt what you are doing, take out this list and jot down/type the worry. Keep doing this for one whole week. On Friday afternoon between the hours of 4:005:00 PM lock yourself up in a room • Take breaks. Short (10-15 minute) alone and take out your worry list. periods of meditation, stretching or Worry about everything on your list self hypnosis have been proven to for that full hour. So, you haven’t minimize mental fatigue, re-direct missed your self-made opportunity thinking to positive vision, and (choice) to worry, but you did it prompt productive, feelings of well under your conditions, and wasted a lot less time. being and energy. that will contribute most to pain and suffering. Do what’s right. Stay active. Cutting back on simple carbs allows the brain greater clarity. Good sleep patterns promote a healthier brain and better transmission of neurotransmitters (especially dopamine, serotonin and oxytocin -- happy! happy! happy!).
• Do something nice for at least one someone each day. Go out of your way to make some else’s life a little better. Get out of your own head, just a little. Pass it forward.
If this idea seems silly, it is...and it’s not. (You might be surprised at how many people with whom I’ve shared this thought, took it seriously and found great benefit.) Value yourself and those around you by not sweating Worry is not caused by external events so much of the small stuff... And as or situations, but by how we perceive the wise man said, “It’s ALL small those events or situations. But for stuff.” those self sabotaging warriors who are reluctant to give up worrier ways, Copyright©, 2015 Barry Eisen. All here is a great idea: rights reserved. Barry Eisen teaches personal development seminars and coaches Southern California top producing REALTORS®. “Your business will never grow more than you do” is the theme; self hypnosis and behavior modification are the tools for playing a bigger game. barryeisen.com, barryeisen@LA.twcbc.com 818-769-4300 16
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Do You Add Consistent Value for Your Business and for Your Clients? By Walter Sanford
We recently received a question from some of our favorite coaching clients. The Premier Team is lighting up the upper end, downtown, and historical St. Louis real estate markets. As coaching clients, they are challenging for me because they demand new value and service for their clients each week. In fact, Chris and Lisa know that to dominate an industry they need to have tools that the competition does not. They require tools that not only make the job easier, but also more profitable for their clients. Here is the result from a recent request from which we created a letter handout for the listing presentation and for advertisement in other media: The Premier Team Helps Clients Achieve Goals through Pre-Launch Inspections We have found that all buyers should have their purchase inspected. When we represent our sellers, the negotiations start with offers and potential counter offers. Traditionally, the buyer obtains and pays for an inspection of the property. The negotiations start again. 18
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Rightfully, the buyer wants any challenges to be addressed; the seller feels they had lived with the challenges, sold the property with the challenges, and do not want to repair if they have no chance to enjoy them. It’s a difficult negotiation and can sometimes leave clients unhappy. As we do many times, we have devised a system to help all involved parties know what they are buying and selling while also saving our client’s time, trouble, and money in the mix. When we custom-design a marketing plan to achieve our seller’s goals and receive a commitment to market the property, we then offer our seller an opportunity to have the property inspected by our team inspector. The inspector will review all systems of the home and write a thorough report on the findings. We then discuss the findings with the seller and place any challenges in different categories. There is the “must fix now” category that deals with safety of the occupants or the property. There is the sub-standard category that is below the expectations a buyer would expect of a property for the area and price range. Lastly, there is the upgrade category for items which buyers would like to see done. By having the report and determining what categories, we can offer many opportunities to our seller clients: 1 We eliminate the “rush into a repair” syndrome by having the repair report early and without the input of a buyer waiting for an answer to complete the next step of their purchase. 2 We have time to contact numerous vendors who will compete for the best price. 3 We have time to make decisions on the condition vs. price, which is much better determined before the buyer has made a successful offer. 4 We know early if there are any big ticket items that would prevent a sale from a buyer not wanting the property or the seller not being able to afford the repair. 5 We can choose the mode of repair before a buyer has a stake in the decision. There are many ways to repair rather than replace. Replace is usually how a buyer wants the challenge remedied. Top Agent Magazine
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6 We have time to get government or utilities involved if needed. 7 A seller’s net proceeds or “net sheet” can be professionally prepared. 8 We might receive a higher offer when a potential buyer is presented an inspection with all the repair receipts attached. 9 The one to two week wait is eliminated by having a report done before an offer rather than waiting for it after the offer. 10 Since we are paying for the report, we get to choose the inspector. Finding inspectors without the drama gene is important. There are many other reasons to be knowledgeable about the property, prior to negotiations. We have arranged a team of inspectors who have agreed to wait to be paid for their inspection and report until the seller receives their proceeds from sale. This cures the cash flow problem. We, at Premier Real Estate, believe that this is not only an outstanding investment that pays many dividends, but it is also the most professional way to handle a sale including all possible disclosures to all potential parties. Should you have any questions, please feel free to discuss. We have much experience in this little utilized system to increase our seller’s net proceeds. Many people have a coach who has not been through the ups and downs as Walter Sanford. Many coaches do not have the same achievements as Walter. He has millions in cash flow equity that came from his real estate business, and he developed systems that can be implemented without any special abilities. We currently have a few availabilities in our coaching program, and this year’s schedule has some availability for seminars as well. Copyright©, 2016 Walter Sanford. All rights reserved.
Walter Sanford has been designing and implementing real estate systems for 30 years. One of the most successful REALTORS® and now wealthy from his systems, Sanford teaches his systems and strategies through his products, seminars, and personal coaching producing the best results in the industry. Do what works, do what is proven. Hire Walter Sanford. Call our office at 800.792.5837, email walter@waltersanford.com, or chat with us online at www.waltersanford.com. 20
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6 Habits of Highly Productive Agents In a business that can be constant chaos, you’re constantly on the go and dealing with things as they hit you. It can be difficult to take a second and regroup. But there is a better and smarter way to work. If you take the time to create some better habits, in the end, you may end up being more productive. If you want to make better use of your time, as well as have more focus, here’s some habits that you’re going to want to pick up - all common to top-producing agents.
1. Learn how to prioritize Although it might be your instinct to get some of the boring work out of the way first, things Top Agent Magazine
that actually generate income (or are time-sensitive!) should be the first thing you focus on when you start your day. Lists are your friend! Make a list of things you want to accomplish for the day, the week, and even the month. Always list them in the order of priority. If things get cut off when you run out of time at the end of the day, at least it’ll be the things that are not as important or time sensitive. As with anyone, your time is your most valuable commodity and should be used wisely. When you make your list, you can even schedule tasks as if they were a meeting, giving yourself a little time goal to beat, as 21
well. Treat your time with the same respect you would a colleague’s or client’s and don’t ever waste it. As with anyone, your time is your most valuable commodity and should be used wisely. When you make your list you can even schedule tasks as if they were a meeting, giving yourself a little time goal to beat, as well. Treat your time with the same respect you would a colleague’s or client’s, and don’t ever waste it.
to accomplish it? Write it out and then incorporate that into your prioritized ‘to do’ list. You’ll be amazed at how driven you become to reach that goal when you actually write it out with clarity. And, the sense of accomplishment you get upon completing it will carry over to the next day. It’s important to remember to be specific. Once you get into the habit of meeting your goals, exceeding them won’t be far behind.
2. Remove distractions
when you need to focus This is especially hard when you’re a Realtor®. Most are constantly connected to their phones. But, unnecessary distractions can get you off schedule and make you lose your focus instantly. If you can, turn your phone off for the half hour it takes to do a task. Interruptions make everything take twice as long, especially when you take that text and then decide to check Facebook for a second. We all do it! Complete your task, then take ten minutes to respond to all texts and messages before you start up the next thing on your list. You can even schedule those ‘text backs’ into your schedule. A concentrated effort is always more effective than going back and forth between things.
3. Set daily goals This is so key. What do you want to accomplish for the day and what do you need to do 22
4. Don’t make excuses There’s that old saying, “The buck stops here”. Well, take it to heart. This is your business and you are responsible for doing everything you can to make it successful. Sure, there are reasons for why you didn’t get a listing or why your business is slow, but what are you doing to change things and make them better? Successful Realtors® work harder and come up with innovaTop Agent Magazine
tive ways to stand out when times are tough. They don’t look for excuses, they look for solutions.
5. Be deliberate
about everything you do When you’re making your list, it helps to have a goal in mind for even the smallest task. If you’re calling past clients to touch base, have a specific reason why you’re calling. Are you letting them know some market news? Thanking them for a referral? When you’re meeting a referral partner for lunch, have a goal in mind for what the outcome of that meeting will be as well. Yes it’s good to socialize and build relationships, but if you have a reason, make sure it isn’t put off until the final moments, when things are wrapping up. Always having a purpose in mind will also help you prioritize your list better.
6. Always look for ways to
get out of your comfort zone Yes, you are prioritizing what is most important or urgent to your business, but it’s also important to make an effort to break out Top Agent Magazine
of your routine as much as you’re comfortable doing. Trying out new things or taking some time to learn about new and innovative real estate techniques and technology, can have an energizing effect on your business. Not only might they lead to things that make you more productive, but it keeps you sharp and engaged. And, ultimately keeping yourself at the top of your game is what it’s all about. 23
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