NATIONWIDE MORTGAGE 4-3-23

NATIONWIDE MORTGAGE EDITION

Tips on Being a GOOD TEAM LEADER Uncommon Contact:

CONNECTING WITH CLIENTELE THROUGH SOCIAL MEDIA

Business Growth Hack:

ABSORB YOUR CLIENTS’ STRESS!

How to Get the Biggest Recharge Out of Your Lunch Hour

COVER STORY

FEATURED LENDERS

LAUREN MAXWELL VIC MALONE

JODIE BARBER

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Business Growth Hack: Absorb Your Clients’ Stress!

Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth.

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You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up

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your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable.

Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.

Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family.

And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions.

Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.

Listen – really listen – with patience Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service.

Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know Top Agent Magazine

Empathize Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and

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sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly.

Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted.

Instead, they know trust must be earned and nurtured over time.

Roll up your sleeves “You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has 6

mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’”

Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares.

If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help.

When clients feel cared for, they remember the agents and partners who helped them.

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JODIE BARBER Top Agent Magazine

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JO DIE BARB ER Jodie Barber finds her career path as a branch manager and loan officer incredibly rewarding. She oversees two New American Funding offices in Federal Way and Bellevue, and is preparing to open a third in Yakima.

Making people’s homeownership dreams come true, Jodie Barber finds her career path as a branch manager and loan officer incredibly rewarding. She’s been in this industry since 8

1989, and immediately knew it was her calling. “It sparked my interest, and I dedicated myself to learning everything I possibly could,” Jodie explains. Today she oversees New Top Agent Magazine

American Funding offices and loan officers located in Federal Way, Bellevue, Yakima, and Arizona.

Licensed in 32 states and offering many types of home loan products, including a One Time construction loan program, Jodie and her team are able to serve a wide variety of clients. They see each of their buyers as a member of the family, treating them with the highest level of respect and care.

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“The same goes for our real estate agent partners,” Jodie explains.

“I love watching them excel and grow.” Jodie makes herself constantly available to her clients and REALTORS®, keeping them updated on the process and making sure all their questions are answered.

Empathetic and kindhearted, Jodie removes stress from the process, making the journey exciting and fun. Her extensive knowledge about 9

the industry and years of experience leads to smooth transactions where no stone is left unturned. “I know my programs, and I listen to my agents and clients,” Jodie says. “I’ve been doing this for so long that I can often foresee issues, which helps me guide clients.”

After working with Jodie and her team, clients leave 5-star reviews about their time together. One recently said, “Another flawless loan experience with Jodie right in the middle of a global pandemic. This woman has her act together. She is the utmost professional and an

Jodie and her team see each of their buyers as a member of the family, treating them with the highest level of respect and care. “The same goes for our real estate agent partners,” Jodie explains.

“I love watching them excel and grow.”

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absolute delight to work with. You will not regret your loan experience working with Jodie and her team. I am a repeat customer as well and have sent her several referrals.”

Another wrote, “Jodie and Carrie are absolutely incredible, they will guide you through the whole loan process. They are extremely knowledgeable and experienced and they work meticulously and expeditiously Top Agent Magazine

as needed to get the loan done.

Jodie is highly recommended and is always available throughout the process even though we were in different time zones. I rate her a 5+ out of 5 stars!”

When Jodie isn’t working, she’s giving back to the community through events and charities. She lives in Maple Valley and is always looking 11

for ways to stay active and volunteer. During her free time, she loves relaxing with her family, fishing, hiking, or dirt bike riding with her son.

plans to continue training new loan officers and open more branch locations in the coming years. “We’re opening up an Arizona branch later this year, and another location in Tennessee. So With growth in Jodie’s future, she is I am really excited to be able to build eager to see where her path leads. She that and keep expanding.”

For more information about Jodie Barber NMLS #76185, please call 425-830-2240 or email jodie.barber@nafinc.com

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Tips on Being a Good Team Leader Your business is booming, so much in fact, that you’ve finally made the decision to start a team. You’ve made sure it’s financially feasible, and you’ve found the right people, but there is still one other component of a successful team. And that’s an effective leader. It’s your job to not only generate business, but to motivate your team, which in turn increase productivity. Here are a few simple tips on being a good team leader.

1. Evaluate each team member, making sure to utilize their strengths Hiring the right people is one of the first steps in creating a successful team, but once you have those people it’s really Top Agent Magazine

important to figure out where they best fit into the operation. Having every team member be an ‘expert’ in their part of the process leads to seamless transactions and a business that runs like a well-oiled machine.

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Of course it’s also important to create a supportive atmosphere that allows team members to stretch beyond their comfort zones, under your guidance. It’s to the whole team’s advantage when people take initiatives to up their game by taking additional training or mastering a new and innovative technology that can improve productivity. The key is to constantly evaluate not only your systems but the people running them. It’s your job as a leader to encourage that personal growth while making sure to always protect against any major misfires. Which leads us to…

2. Always reevaluate what is and isn’t working It’s a good idea to have a weekly meeting where the whole team can convene and go over any snags they may have hit in the systems that you developed when starting your team. Your team is in the trenches with you and since everyone probably focuses on a different aspect of the transaction, it’s important to make sure things are working on every level. Make sure copious notes are taken during these meetings so you have a track record of what was suggested, as well as a history of things that may have been tried and the results.

Another good thing to focus on in these meetings is goal setting. Set weekly and monthly goals, and use the meetings to discuss what’s being done or needs to be done to meet them. When goals are met, it’s a great bonding experience for everyone. When they aren’t, it’s a moment to learn how you can do better in the future.

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Don’t forget to always take in what you can do to be a better team leader as well.

3. Stay connected and in communication These are your team members! There’s more to that than just a label. Be connected to them on a daily basis. Clear, open and honest communication is important on a busy team and that’s much easier if you actually like and trust your co-workers.

Sure you want to succeed for yourself, but knowing that other people you respect are counting on you, is an additional motivating factor, that is certain to lead to everyone going above and beyond creating a wildly successful business.

4. Be inspiring and supportive If you’re enthusiastic about what you’re doing, it really will be infectious. Encourage innovation and creativity. Yes, systems and consistency are great but don’t let your team get in a rut either.

Support their individual careers, always encourage them to go for more, let them rely on you for mentorship. If they sense that you want each member to succeed as much as you have, you won’t find more loyal employees. And perhaps most importantly focus on what’s being done right. Don’t be the boss that just points out things they don’t like. Let them know when they’ve done an amazing job and be specific about what it is. Make them feel valued and they will become a valuable asset to you and your business.

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LAUREN MAXWELL The day after she graduated college in May of 1987, Lauren Maxwell started working at a mortgage company. Her passion, tenacity and people skills led her to early success with bringing in leads, but she realized there was so much more to learn about the loan process that she didn’t yet know. After moving to Florida from Massachusetts in 1988, Lauren started working at a bank as a processor. From there, she absorbed everything she could about the industry, working her way up through numerous positions. Finally, in 1994, she became a retail branch manager working for a mortgage banker. She hasn’t looked back since.

Today, Lauren is the Executive Vice President of CrossCountry Mortgage and Team Leader of the Maxwell Mortgage Team in Naples, Florida. She oversees a large team who collectively close 1500 loans and $500 million of volume per year. Of these loans, Lauren is personally responsible for more than 600 closed loans, though at her personal best, she has closed over 1000 loans in one year. She’s been in the top 100 loan officers in the country for many years and is the number one woman in the state of Florida and within her company. To maintain her numbers, she consistently is the first to arrive at the office and the last to leave. She’s always learning and puts her clients first — that’s what drives her to keep working at such a high level. “I love what I do, and I want to keep going for as long as I can,” she says.

After being in the mortgage industry for more than three decades, Lauren’s business is now 100% referral based.

From previous customers to REALTORS® and builders, she is referred to clients every day from the people in her community who understand the high value of her services. With her knowledge of processing, underwriting, and closing, Lauren can tackle loans that no one else dares to touch. She specializes in helping first-time homebuyers and people with challenging credit, using her creativity and expertise to come up with innovative Top Agent Magazine

solutions. “It’s very rewarding to help clients who feel helpless. I want to educate them and the real estate community on what is possible.”

When she’s not working, Lauren spends a lot of her time participating in community events and sponsoring nonprofit organizations, like the Make-A-Wish Foundation. Lauren and her husband have six children, which means they are very involved in their activities and sporting events. As a family, they love traveling to their Georgia lake house to relax on long weekends.

Lauren shows no signs of slowing down when it comes to her business. In the next few years, she plans to strengthen her operations team and provide them with additional resources to close loans more efficiently.

She’ll also use her position as a leader in the industry to help others find success. “Helping people, whether it’s someone hoping to buy a home, or newer agents trying to reach their sales goals for the year, is my top priority.”

Contact Lauren Maxwell at 239-254-2260, email Lauren@maxwellmortgageloans.com, or visit maxwellmortgageloans.com www.

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3 Mental Tricks That Will Take Your Business to the Next Level It’s no secret that running a successful business requires careful planning and a tireless work ethic. Beyond those obvious ideals, it also takes the right mindset in order to capitalize on professional opportunity. In the world of real estate and mortgage lending, mental fortitude is a major component to reaching the next 16

level and achieving longevity in a sector that requires so much self-discipline. With that in mind, we’ve compiled a few key mental tricks you can employ to reinvigorate your working philosophy. Incorporate these techniques into your daily mindfulness routine and your business will surely benefit.

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Visualization helps you work efficiently and keep your cool.

This may sound like one of the oldest tricks in the book, but there’s a reason why Olympic athletes and those serving in first-responder positions use visualization as a time-honored mental technique. Not only does visualizing your daily tasks help you organize your mind, but it amps up your ability to focus on what’s important. Visualization also helps reduce stress in the moment, since you’ve already created a mental expectation of the task ahead. Whether you’re preparing for a negotiation or a pitch to new a client—visualization primes your brain and affords you an extra sense of control as you tackle your day.

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Distill concepts into their simplest terms for ultimate understanding.

As an agent or loan officer, you’re likely juggling numerous clients and commitments on any given day. That’s why it helps to distill your responsibilities in clear, definitive terms. Let’s say you have a meeting set with a client to outline a marketing approach for their property. You may understand the broad strokes, but beforehand, try verbalizing the exact takeaways you’d like to impart to your client.

This may seem obvious, but one of the best ways to clarify your communication and ensure your com-

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plete understanding of a subject is to explain it aloud in its simplest terms. This crystallizes your main point and can come in handy if you drift off-topic or need to double-down on your message.

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Accept that mistakes will be made.

While it’s natural to fear failure, sometimes the dread of making an error can overwhelm your ability to perform. As the saying goes: don’t let the fear of striking out keep you from playing the game.

If you accept in advance that set-backs will occur, challenges will come, and things won’t always go accordingly to plan—you’ll be less confounded when hurdles do arise. What matters is keeping an even keel as you sort through unexpected delays or mishaps. Accepting that mistakes will happen allows you to shift your focus towards a solution or contingency plan. In other words, don’t spend your energy trying to achieve perfection. Aim high and work hard, but be in touch with reality: upsets are bound to occur. Accept this and you’ll be ready when they do.

The path to lasting success is ongoing, and there are bound to be challenges along the way. It takes mental fortitude to make it to the top, so keep these tricks in mind as you continue to grow as a person and a professional. Seeing situations in a new light can make all the difference as you adapt, evolve, and take your business to the next level.

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How to Get the Biggest Recharge

Out of Your Lunch Hour When things get busy, it’s typical to find a grab-and-go lunch and keep plugging away on the tasks at hand. While some days demand this kind of hustle, your lunch hour can be a valuable window in which to recharge and set the tone for the latter half of your day. In fact, taking a mindful break at midday can create 18

mental space for extended productivity and provide the morale boost necessary to take on a new task for the afternoon.

But how do you maximize that hourlong reprieve amidst a busy schedule?

Here are a few ideas for inspiration, no matter what your tastes or preferred habits may be.

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Taking a mindful break at midday can create mental space for extended productivity and provide the morale boost necessary to take on a new task for the afternoon.

GET MOVING Just ten minutes of light exercise can get your blood pumping and your energy renewed.

Step outside and take a brisk walk around the block, or walk to your favorite sandwich shop instead of hopping in your car. Find ways to incorporate light exercise into your lunch hour routine and you’ll not only enjoy a chance to stretch your legs and get your eyes off of screens, but you’ll also reap the health and mood benefits of endorphins. Even extended stretching or mild calisthenics can provide rejuvenating relief in short order.

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PLAY CATCH UP Sometimes catching up with an old friend or family member can brighten your day and give you a morale-boosting outlet beyond the office. During your next lunch hour, why not combine a jaunt around the block with a call to catch up with your sibling or college buddy? Shifting your focus from work and centering instead on a comforting interpersonal relationship can really boost your mood and reinforce your personal values.

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CHANGE YOUR TUNE

SOAK UP THE SUN If you’re tempted to eat your lunch at your desk while staring into the same computer screen that you’ve been working on for hours—think again. Sure, a busy schedule sometimes means making that sacrifice, but when your schedule and weather permits, try to take your lunch outside and disconnect from your office setting. Soak up the sun, feel the breeze, and lift your gaze to the horizon instead of toward your phone or computer screen. The mood-boosting benefits of time spent recharging outside are well-documented, and a change of scenery can give you the boost you need to power through your afternoon to-do list.

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Use your lunch hour to treat your senses. As you eat or get active, try queuing up your favorite music or the latest episode of your favorite podcast. If you focus on the same tasks and stimuli for too long, your brain will fatigue and your focus will erode steadily over time. Shift gears and treat your mind to some music or stimulation outside of your daily tasks. You’ll help yourself relax, recharge, and create a natural transition point for your ensuing afternoon workflow.

Your lunch hour isn’t just about being purely functional. If you want to maintain a steady rate of productivity and leave the office satisfied by the progress of your day—use your lunch hour wisely. As important as it is to nourish your body, also consider nourishing your mind. No matter what your chosen outlet may be, don’t overlook the power of a well-spent lunch hour and the positive benefits that are sure to follow.

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VIC MALONE Dedicated to the client experience and always available to answer questions every step of the way, Vic Malone is a mortgage professional who truly goes the extra mile. Having served in the Navy for 27 years, Vic is guided by the values of integrity and service, and he is passionate about helping his fellow vets and first-time homebuyers alike.

As Broker/Owner of Peak Seven Mortgage, Vic serves primarily the Colorado Springs area. Most of his business comes from agent referrals, and it’s easy to see why REALTORS® keep bringing their clients to work with Vic. “What I do, I do extremely well,” Vic says. “Agents know that when I get their clients pre-qualified, I will close the loan. They also know I can close loans quickly and anticipate issues ahead of time and resolve them expeditiously.” Vic’s accessibility also goes a long way toward cementing his reputation. “I’m responsive and answer my phone.

I work with clients on weekends or whenever they need me. Whenever there’s anything they need, or when they have questions, they know they can call me and I’m available. I work when they need me to work, and they like that.”

In addition to helping first-time homebuyers, Vic specializes in helping his fellow veterans navigate the terrain of VA loans. “I’m very vet-focused,” Vic says. “I am one of about 120 moderators for VettedVA (VettedVA.com), an organization of mortgage and realtor pros that vet, test, conduct continuing education and hold each other accountable. With five

military bases nearby, I share my expertise with a lot of vets that are looking for sound advice without being sold.”

Vic’s clients report high levels of satisfaction, and he has over a hundred 5-star ratings on Google and Zillow. “In my reviews, clients often say that the process was much simpler and smoother than they anticipated,” Vic explains.

“When they work with me, they know they will be working with the same person the whole way through. A lot of places you go, you’re put on the “loan conveyor belt” and handed off from one person to another. Instead, I develop a rapport with clients and maintain that rapport throughout the whole process.”

Vic likes to give back to his community. His involvement with veterans involves advocating and giving talks on VA loans to educate REALTORS® and buyers, as well as educating other homebuyers on the process. When he’s not working or giving back, Vic enjoys mountain biking, skiing, hiking, traveling, and woodworking.

Looking toward the future, Vic says, “I want to keep doing what I’m doing, making sure my clients have confidence every step of the way and working with them all the way through. I enjoy providing the most exceptional client experience that I can, with speed and efficiency. I love working with people and educating them, and I love getting them a much better deal than I know they would get anywhere else, especially on a VA loan. That’s what gives me satisfaction.”

To find out more about Vic Malone, you can call him at 719-304-4900, email vic@vicmalone.com or visit peaksevenmortgage.com www.

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Uncommon Contact:

Connecting with Clientele Through Social Media Social media is one of the newest and most powerful tools in an agent or mortgage professional’s arsenal. With just a few keystrokes, you can stay top-of-mind with buyers, sellers, and borrowers near and far, past and present. The key is knowing how to use these mediums to your advantage, working smarter instead of harder to keep the thread of professional relationships intact. With that in mind, here are a few ways you can maximize the pull and power of social media by shifting just a few of your ideas and practices for the better.

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Not everything has to be about business.

While your relationship with a client or fellow vendor began over the course of business, your relationship going forward doesn’t have to be limited. One of the great things about social media is that’s it’s social. Not every comment, post, or communication has to revolve around your business, its metrics, or turning a sale. In fact, you should do your best to branch out and curate a brand and online identity that’s about who you are and

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the lifestyle you’re authentically interested in living. In that vein, consider interacting with clients in an organically-driven way, encouraging them during life’s milestones, reaching out with a local event, restaurant, or news item that’s relevant to their interests or neighborhood. The goal is to be a persistent presence in their lives without feeling like a talking head. Engage as you would like to be engaged with, as a human being with interests and needs and boundaries. Keep that personal thread in mind and your dynamic will shift from past business contact to present resource.

Expand your medium.

Many Realtors are comfortable on Facebook as an interactive meeting to connect with clients, but there are several other mediums where you can connect with clients both past and present, as well as future. Particularly when courting Millennial clientele, the fastest-growing segment of the buying market, a presence on Instagram and Snapchat are key to finding new faces, demonstrating hot properties, and creating an interactive brand as an agent. Not only does this help when you’re listing a property and seeking potential buyers, but it also serves as a perusable portfolio of your work and real estate prowess. You can also use these mediums to interact with clients on an outlet they might feel most comfortable in. Liking pictures, commenting, streaming Instagram Live home tours and Stories are all ways you can build engagement by simply spreading your social media presence around. Likewise, Top Agent Magazine

these photo and video driven mediums are popular for home design ideas, and before and after renovation pictures. When you expand from Facebook into these new platforms, you’ll already have plenty of visual content ready to be transferred and consumed by an expanded audience.

Don’t just react.

Create your own content.

It’s easy enough to post a link to a new listing, or retweet a helpful article on real estate news. Creating your own organic content is a different story, but worth its weight in gold when it comes to luring engagement, ranking higher in search fields, and overall crafting an interactive presence for yourself and your business online—which is where more than 90% of homebuyers and sellers begin their process. Creating your own content can seem risky, or else like no one is listening in a digital world already crowded with information. However, original content is sure to boost personal engagement with your social media pages, guaranteed.

Instead of recycling content, consider posting a video with a Q+A theme for first-time homebuyers, or perhaps posting a live tour of a new listing will perk up your clientele surfing at home.

No matter how you decide to expand your social media presence when it comes to interacting with clients, consistency is key.

Find the ways that work best for you and stick to them, and you’ll watch your audience and business grow in tandem.

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