August 2014 n orange county

EXECUTIVEAGENT MAGAZINE

Laurie & Fred

PetersoN Executive Agents of the Month

Inside Features: Steven Bouillon imortgage

Patricia Singer Weichman Realtors速

Arne Valum Windem

Coralyn Wahlberg

Keller Williams Pacific Estates

TM

Let your buyers lock in today’s low rates while they shop for a home.

Finding a home for your clients can take longer than expected. And while you’re looking, the threat of rising mortgage rates could add another twist and turn to the rollercoaster ride of buying a home.

But what if your buyers could protect themselves from adverse rate movements while they’re looking? Not only would they get immediate peace of mind, they’d also be able to maintain critical focus on the task at hand: Finding Their Dream Home!

Introducing the Lock-N-Shop program from imortgage… ● Lock a low-interest rate today while continuing to shop for a home ● 120 and 150-day locks available* ● An accepted home-purchase contract is not necessary ● If rates drop, use a one-time float-down feature to get an even lower rate!

Your buyers enjoy protection from rising interest rates along with the flexibility to capture an even lower rate, if available. Use the imortgage Lock-N-Shop program to remove interest-rate worries and get happier, more-focused buyers.

Find out how our Lock-N-Shop program can help your buyers!

Call today!

Marlene Veal Branch Manager (714) 422-1852 NMLS ID 450765

Mark Martinez Sales Manager (714) 422-1856

(714) 422-1840

Wendy Buettner (714) 422-1858 NMLS ID 485094

Holly Frost (714) 422-1863 NMLS ID 483931

Laura Neves (714) 422-1840 NMLS ID 267679

NMLS ID 302745

imortgage ● 2400 E. Katella Avenue, Suite 150 ● Anaheim, CA 92806 Rates, terms, and availability of programs are subject to change without notice. Licensed by the CA Department of Business Oversight CRMLA 4131040. Corporate NMLS ID 174457. All rights reserved. 07012014. * Interest-rate locks require a buyer-paid deposit equal to 0.50% of the loan amount. Buyer will receive a credit at closing for the lock deposit. If buyer does not close the loan with imortgage, there will be no reimbursement of the lock deposit.

Teresa White (714) 422-1870 NMLS ID 209710

contents

Southern California’s Publication for the Real Estate Professional

ExecutiveAgent

Magazine

August, 2014

N. Orange County

Cover Story

Editorials

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

36 - Scott Gross: Emotional Labor

ADVERTISERS’ INDEX

06 - Terri Murphy: Selling With Style

Laurie & Fred Peterson

Eagle Home Mortgage......................39 Evergreen Realty HomeSmart...........8

10 - Walter Sanford:

Greenpath Funding..............................9

26 - Steve Yanoviak:

imortgage HB..................................33

“I Endorse My Agent Because..”

19

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

Clever Idea For Obtaining New Leaders

Executive Agents of the Month

imortgage.......................................2

i Photography Studio........................25 Kinecta Federal Credit Union.........29 Mike Ferry.........................................28 PWAOR......................................32 The Termite Guy..............................13 Ticor Title Company.........................40 Wells Fargo Home Mortgage...........12

34 Steven Bouillon

04 Patricia Singer

14

30 Arne Valum

Coralyn Wahlberg

ExecutiveAgent Magazine

Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Lalaena Gonzalez–Figueroa, Shannon Hartsoe, Haley Freeman, Steven McReynolds © Copyright 2014 Executive Agent Magazine. All rights reserved. Reproduction in whole or in part without written permission is prohibited.

Although every precaution is taken to ensure accuracy of published materials, Executive Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors.

3

E XECUTIVE AGENT MAGAZINE

TM

Written by Shannon Hartsoe

P

atricia Singer believes there are no shortcuts to success, so even when new ways of doing business come knocking – promising an easier, softer way to

earn clients and reap profits, she stays true to the valuable lessons she learned from her parents.

“As a young child I watched my mother, an entrepreneur in Mexico, operate her own store and restaurant and sell out every night.

Her passion, determination and her belief that through hard work she could out-sell everyone around her, that really inspired me,” says Patricia, a agent with Weichman Realtors® in Costa Mesa.

“Both my parents have always been such hard workers, and have always told me and my seven siblings that you can achieve anything as long as you’re willing to put in the time and effort.”

That’s why Patricia is not fooled or overwhelmed by any of the socalled systems that so many agents lean on to try to build overnight success. “I’ve had to remind myself to remain true to my upbringings and morals, to remain focused and that nothing will change what hard work and dedication will achieve,” she says.

Staying True to Self, Hard Work

ExecutiveAgent Magazine

EA

Patricia Singer Focusing her skills on the Huntington Beach area, Patricia has developed a strong referral business since getting her real estate license in 2000 at the young age of 18.

She understands the intricacies and uniqueness of every transaction, and her extensive experience with first-time buyers, REO’s and short sales allows her to ensure her clients’ needs are met.

Her solid foundation in real estate began when she was just 16, when she got her first job as a receptionist in a real estate office. She knew then that real estate was where she wanted to be. Using the experiences gained in that role and a commitment to honest, knowledgeable representation for her buyers and sellers, Patricia has become a highly soughtout Realtor® in Orange County.

When Patricia first started selling real estate, she says the market was “hot” -- it was fairly easy to get a loan and real estate throughout California was in high demand. But by the late 2000s that had changed. Foreclosures increased dramatically as the economic downturn took its toll.

Smart real estate agents like Patricia took notice and adjusted to the new economy. “During this time it was too depressing to see how families were losing their homes. I took that opportunity to learn the other side of the industry and list bank-owned properties. This has allowed me to have a better understanding of the market and ultimately made me a better real estate agent.”

In 2006, Patricia branched out to the REO industry and worked for a leading REO asset management company in Newport Beach.

“For over six years I sold bank-owned properties,” she recalls. “I was responsible for the property maintenance, rehab, marketing, contract review, negotiation, escrow and eventual sale of thousands of properties across the nation. I worked with more than 100 local real estate brokers across the United States for clients such as JPMorgan Chase Bank and Washington Mutual.”

Spanish, and as an associate at Weichman, she says she’s fortunate to work with fellow top agents and a respected broker with nearly 40 years of experience.

“My goal is to continue helping families purchase their first homes and help those that need to upgrade sell their current one. I want to continue to grow as a real estate agent but also as an individual to ensure I remain sharp to assist all my clients.”

Life for Patricia is not all business, though. She has been happily married for 10 years (her and her husband recently renewed their wedding vows in Hawaii) and they have two daughters, ages 7 and 8. Patricia says she loves helping with their daughters’ school activities in their hometown of Huntington Beach and is looking forward to joining the PTO board in the coming school year.

At the same time, she will continue looking for ways to provide excellent service and helpful knowledge to her clients.

“I want to connect with my clients, I want to ensure all of their needs are met,” she says. “I believe listening to the client’s needs is critical. I strive for my clients to know that I’m here for them even after a transaction is complete.

The best form of flattery is when a past client refers a new client, then I know I’ve done my job.”

Patricia Singer Weichman Realtors® 1503 South Coast Dr. Costa Mesa, CA 92626 Tel: 714-580-5808 Email: Patricia@weichmanrealtors.com Web: www.PatriciaSingerrealestate.com CalBRE # 01321090 r 18 m

These skills are yet another reason buyers and sellers in Orange County know they are in good hands when they work with Patricia. An added bonus is that she is fluent in

ExecutiveAgent Magazine

EA

Selling With Style

I

f you’ve been in sales for any length of time, you may have had an experience with that one client or customer where you just didn’t “click” right away.

You may have made the assumption that they just didn’t like you, or that they were just “difficult” to deal with. Most probably, this person had a social style, or communication mode that was quite different from your own and with a little training and insight, this difference in your styles could have become overcome.

Do you ever hear yourself saying, “Well, it’s just how I am. I love people and am very enthusiastic, outgoing and I can’t help myself. It’s just me!”

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

6

People buy when they feel comfortable. What makes them comfortable may vary from style to style, but the common ground is always that they feel understood by their salesperson. This transcends the 70’s and 80’s strategies of the confrontational, “looking out for number one”, to a win-win philosophy of empowering the consumer to make the right decisions in a supportive environment.

There are several reasons to be empowered with learning how to adapt to a customer’s style. With the emphasis on “Clients for Life” and the enormous monetary outcome of maintaining a client for more than one transaction, learning a few basics on selling with style can make a huge difference in your production and income.

The sales profession has been inundated with numerous programs to help us “read” people and learn about our particular communication styles. Since Hippocrates developed the four basic human temperaments we have learned that there are 4 basic tendencies. At U.S. Learning we define them as: the Driver, Expressive, Analytical, Amiable models. These basic four styles are not a judgment, but convey general

ExecutiveAgent Magazine

EA

Written By Terri Murphy

characteristics of their personality that can help us help them.

One of your most valuable skills is your ability to assess the communication or behavioral style of your customer or client in an effort to work with them in a successful manner. As there is no best style, when we understand our own style, we can then begin to understand and appreciate other behavioral styles and serve them in a way that works. It is incumbent upon us to respect the dignity, comfort zone and uniqueness of each person we deal with. It is also up to us to close any communications gaps that might exist. It is naïve to think our customers are going to devote much energy to that task.

The four basic styles describe the dominant tendencies of individuals and offer us valuable and reliable clues as to how we should interact with them. In our attempt to adapt to the different styles, it would be important for us to keep in mind that with Drivers we should be efficient, with Expressives stimulating, Analyticals accurate, and Amiables agreeable. Responding to people’s individual

styles in this manner promotes faster and shorter sales cycles and improves the probability of a good long-term, win-win relationship.

Terri Murphy is one of the industry’s leading consultants on the integration of traditional marketing and communication with today’s Web and Internet tools. Her expertise is developing and growing customer relations to create a more profitable business model for Fortune 500 corporations and real estate companies nationwide.

She has 24+ year career in the real estate industry and holds the GRI, CRS, LTG & CREC designations. She is the CIO for U.S. Learning, Inc. and a frequent spokesperson for sales industries nationwide. Copyright© 2003, Terri Murphy. All rights reserved. For information about Terri’s presentations, contact the Frog Pond at 800.704.

FROG(3764) or email susie@frogpond.com; http://www. frogpond.com

ExecutiveAgent Magazine

7

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

call us at 949-753-7888

THE PREMIER PURCHASE LENDER • Purchase focused lending • Turn times unmatched by other lenders • Mortgage solutions to meet your buyers needs Brian Liebman President 949-860-3495

NMLSR ID 519190

Brian Fraser Sales Manager 714-488-2245

Josh Lander Sales Manager 619-602-1587

NMLSR ID 653793

Doc Spaulding Sales Manager 858-750-9110

NMLSR ID 657535

• Experienced local professionals who deliver exceptional service

NMLSR ID 766437

David Gaylord Sr. Mortgage Consultant 949-939-6011 NMLSR ID 257383

J. Horacio Herrera Sr. Mortgage Consultant 619-646-5800 NMLSR ID 347564

Daniel Healy Sr. Mortgage Consultant 760-271-8243 NMLSR ID 340107

George Radlick Sr. Mortgage Consultant 760-579-1998 NMLSR ID 681674

Joel Berman Sr. Mortgage Consultant 619-279-2935

Mark Joplin Sr. Mortgage Consultant 619-368-1294

Jenna Tolman Mortgage Consultant 949-702-0532

Dreama Brown Sr. Mortgage Consultant 619-890-3037

Greg Wickstrand Sr. Mortgage Consultant 619-471-1708

Tim Fiero Sr. Mortgage Consultant 619-223-4184

Mark Schumann Sr. Mortgage Consultant 858-688-1617

Margarita Georgieva Sr. Mortgage Consultant 858-699-2396

NMLSR ID 653795

NMLSR ID 664707

©2013 Greenpath Funding, LLC. All Rights Reserved. NMLSR ID 996608.

NMLSR ID 653792

NMLSR ID 681631

NMLSR ID 999566

NMLSR ID 237029

NMLSR ID 512330

NMLSR ID 346669

EA

“I Endorse My Agent Because . . .”

A

s you know, third party endorsements really can be a valuable tool to help you build credibility and value in a competitive real estate market place. Remember, you have to have lead-generation tools in place, implement them, prepare a CMA, make a presentation and, with all that, if you don’t get the listing you can lose thousands of dollars.

Testimonials are someone else saying you are good at what you do. This becomes the truth. Having endorsements in writing makes this tool even more valuable and, when presented in the pre-listing confirmation package, it provides the necessary impetus to push you over the top.

If you serve your customers well, a few will send you letters every now and then, but you can be pro-active in your sales efforts by learning to ask for letters by saying, “Would you be willing to find a couple of minutes to put what you just said to me in writing and send it to me on your letterhead?”

Seldom, will anyone refuse to write such a letter.

However, getting them to follow through on that agreement is another issue. If you just leave it at that simple request you get a small percent of the letters promised.

People don’t mean to break their word, they are just busy.

So to keep the process going, send them a note thanking them for their kind words and thanking them “in advance”

10

for the letter they will be sending. This is a subtle reminder to keep their word. If you haven’t received the letter within a month or so, and the person is an important influence, call him or her on the phone. The client often brings up the letter first and apologizes for not getting it out to you yet.

Say, “That’s OK. I know you are really busy. Here’s an idea. Would it be helpful if I put a few thoughts on paper for you? You can edit or rewrite all you like and then send it to me on your letterhead, OK? People usually agree to this. I have collected dozens of letters this way. You may feel this is a very gutsy question to ask, and perhaps it is, but seldom does anyone refuse.

The letters customers write themselves are usually better than yours, so resort to helping them only when it’s a letter you really want and they are dragging their feet.

Remember, always work off a closing checklist. Mine requires that I receive a testimonial letter before I can put the file away. Let me say that again: You cannot take the file off your desk until you receive a testimonial letter!

There are a few things I like to include in a testimonial letter and these are some of the most important points.

You might want to even give your seller a primer on how to write a testimonial letter. This really may be going the extra mile. It always worked for me. Here is mine:

ExecutiveAgent Magazine

EA

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

Dear Mr./Mrs. Johnson, Thank you once again for putting your thoughts in writing about our business relationship. In the past, some of the best testimonial letters I have received include some of the following points. One of the greatest favors you could do for me would include some of these points.

Please remember, the most difficult task I have in this business is replacing clients such as yourself. #1. Please outline the nature of the challenge or problem you had prior to your meeting me. #2. How professional and effective were my presentations of options? #3. Could you discuss your satisfaction with me and my team?

#6. Could you please explain either the high value, appropriateness or importance of any insights I might have brought to light at our first meeting?

Thank you so much for your help. I can’t tell you what your endorsement will do for my business?

Walter Sanford is a top producing real estate agent and speaker who travels the country delivering systems and strategies to top producers for higher productivity and client satisfaction. Copyright© 2000, Walter Sanford. All rights reserved. For information about Walter’s keynote presentations and training seminars, please contact the Frog Pond Group at 800-704-FROG (3764) or email susie@frogpondgroup.com; http://www.frogpondgroup. com

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

ExecutiveAgent Magazine

11

Why Wells Fargo

We want to be the key to your success We’re dedicated to helping you put more buyers into homes with more mortgage options to suit more buyers • Buyer ConnectionsSM: Connects buyers and sellers not working with a real estate agent to professionals in their local market.

• Full service lender: We provide financing for conventional, FHA, VA, renovation, relocation, and more!

• PriorityBuyer® Preapproval: You’ll know you’re dealing with serious buyers.

Call us today to find out more.

J.J. Ballesteros Branch Manager 714-934-7388 NMLSR ID 404462

Steve Silvestri Sales Manager 714-476-3000 NMLSR ID 419052

Mark Preston Sales Manager 714-585-6444 NMLSR ID 490912

My Hoang Sales Manager 714-356-8991 NMLSR ID 453285

Nathan Lindsey Home Mortgage Consultant 714-394-0506 NMLSR ID 665133

Jenn Levin Home Mortgage Consultant 714-904-9424 NMLSR ID 448482

Robert Rabano Home Mortgage Consultant 714-906-8824 NMLSR ID 420527

Michael Ahn Home Mortgage Consultant 714-580-9412 NMLSR ID 237058

Mark W. Bowman Home Mortgage Consultant 866-531-3229 NMLSR ID 450934

Kathy Niemczyk Home Mortage Consultant 714-934-2065 NMLSR ID 433497

Mary C. Lee Home Mortgage Consultant 714-308-8576 NMLSR ID 420573

Kristi Nguyen Home Mortgage Consultant 714-580-5211 NMLSR ID 457844

Renee Settas Home Mortgage Consultant 714-474-5275 NMLSR ID 251469

Cindy Tran Home Mortgage Consultant 714-328-3510 NMLSR ID 892531

Rishant Taneja Home Mortgage Consultant 714-655-8861 NMLSR ID 473697

Robert Michael Garin Home Mortgage Consultant 714-483-5504 NMLSR ID 490240

Christopher James Preston Home Mortgage Consultant 714-323-8825 NMLSR ID 490895

Brigitte Golay Haberl Home Mortgage Consultant 714-396-5590 NMLSR ID 899374

Kevin Thach Home Mortgage Consultant 714-454-9810 NMLSR ID 455195

Information is accurate as of date of printing and is subject to change without notice.

This information is for real estate professionals only and is not intended for distribution to consumers.

Wells Fargo Home Mortgage is a division of Wells Fargo Bank, N.A. © 2014 Wells Fargo Bank, N.A. All rights reserved. NMLSR ID 399801. AS1033705 Expires 9/2014

WHOLESALE TERMITESERVICES FOR ESCROW

GO DIRECT FOR BETTER SERVICE AND LOWER PRICES

BR. 1,2 & 3 LIC#PR5121 B GENERAL CONTRACTOR & C-39 ROOFING & C-39 ROOFING & WATERPROOFING LIC#771813

E XECUTIVE AGENT MAGAZINE

TM

Written by Haley Freeman

I

magine all of the elements that culminate to make a great television show – the creative energy that sparks a compelling story, the on-camera chemistry that unites the actors, and the resulting synergy that inspires and captivates the audience. Coralyn Wahlberg honed these elements in her first career as

an Emmy Award winning television producer and continues to utilize them in her role as team leader of the Wahlberg Group at Keller Williams Realty.

Coralyn grew up in a Navy family that found a permanent home in Long Beach. She describes herself as an “overachiever” who embarked upon an exciting and successful career in the production of independent films and television early in her life.

She travelled extensively and had opportunities to live for extended periods in Korea and Germany.

At the turn of the millennium, she returned to Long Beach to care for her parents and decided to apply her varied skills to a new career in real estate.

During her career as a producer, Coralyn refined her negotiations skills, as she was responsible for numerous casting, post-production, talent and crew/staff contracts.

She also acquired a repertoire of interior design skills during her stint as design producer for the Meredith Corporation, owner of Better Homes and Gardens magazine. “I was working on a show based on the magazine. We would take actual projects they did and reproduce them on TV. I oversaw the design segment of the show and then became the supervising producer. We had a limited budget and for awhile pretty much everything was done by myself and one other person. You could find us at Home Depot at midnight purchasing something for a shoot the next day. I’m a hands-on person who loves tools and getting messy,” Coralyn says.

Sharing a Creative Vision ExecutiveAgent Magazine

EA

Coralyn Wahlberg Coralyn applied her customary enthusiasm and talent to her career in real estate, and within 12 months of closing her first deal, she sold $13 million in property. When she came to Keller Williams two years ago, she heard Gary Keller speak at a conference, and she found that her passion for real estate was reignited. “Gary is phenomenal. He talks a lot about focus, and he reminded me of what I already knew and had applied in my past.”

Coralyn was inspired to form the Wahlberg Group.

“I don’t like doing things by myself. I do better in a group. I love the creativity that comes from other people’s opinions and thoughts. It is that collective energy that I thrive on.”

She has begun assembling a team of specialists who all get along and have a shared vision.

Everyone has a say in what goes on. “I learned in the TV business to find the strengths in somebody and focus on, and encourage those strengths. I believe in helping somebody find their passion and then give them the tools they need. They will take off if you stay out of their way,” says Coralyn.

In addition to their real estate experience, her group shares an MBA, a commercial lending background and LEED certification among its many credentials. Together, they are committed to giving clients the highest level of service during and after a transaction. “We don’t stop once escrow closes.

We are still there. It is not just about the money for us – we truly care about our clients. I think that is why 90% of our business is referral.”

projects and staging, or we can recommend contractors and help them to negotiate to get the work done. A few years ago, we worked with a client who spent $7500 on improvements and then got $70,000 more for their sale.”

Coralyn loves being back home in Long Beach.

Her many friends and family figure prominently in her life here, most of all her three sons and their families. She is a painter in oils who also enjoys repurposing old furniture. She often applies her design skills to her own home. “I get bored with the color and am constantly repainting and fixing up. I also love gardening and being outside.”

“There is so much going on in the community here and it has grown in so many eclectic directions. The Long Beach of my adulthood is completely different from the Long Beach of my childhood. I find that diversity enriches life and makes it interesting. The imagination can’t be stretched if we are not exposed to new things, and I don’t want to hear just my own voice.”

Coralyn Wahlberg Keller Williams Pacific Estates 2883 E. Spring St. Long Beach, CA 90806 Tel: 562-999-6343 Email: CoralynWahlberg@gmail.com Web: www.TheWahlbergGroup.com CalBRE # 01436238

Coralyn’s daughter-in-law, Chelle, is the team’s office manager. Coralyn and Chelle often combine forces to help sellers improve their properties to get a higher selling price or to help new buyers build equity and make their home the one they want to live in. “We love taking a look at a property and helping the client to work with the basics of the house to give it a better look and get a better return on investment. We can help them with cosmetic

ExecutiveAgent Magazine

EA

It’s Conference Time!

Are you ready?

Y

ou’re about to invest your valuable time and energy into attending a conference or convention.

You deserve to come away with ideas to ponder, skills to use and an action plan to move you towards your goals.

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

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

5. Who are the people I specifically want to talk with?

Should I contact anyone in advance to arrange a gettogether?

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

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

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

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

Learn and Advance: The most important part of any conference is how much you learn and what you do with the information. The key is to adapt the information and ideas to your own unique needs. Apply it with your own creativity, knowledge and desires. Listen, learn, consider and weigh all the information. Then adapt and assimilate it into what fits for you. Then every convention and conference you attend can be a stimulating and rewarding experience.

Questions to Consider: Here is a list of questions and statements to consider before the conference begins.

They will aid you in making the most of the time, energy and money you invest to attend.

1. What are the three main reasons I am attending this convention?

2. Who would make a good convention buddy, someone to brainstorm ideas and concepts with beforehand and share what we’ve each learned afterwards?

3. Is there someone scheduled to be at this convention who could serve as my personal or professional role model? If so, how can I optimize my observance of this person? If not, what specific qualities do I want to look for in the attendees to identify a potential role model?

16

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

9. What did I learn about convention procedures that will help me make this experience even more beneficial?

Making the Most of the Event: There are no right or wrong answers to this list of questions. Your answers fit you! You have unique skills, talents and abilities as a human being. Just be realistic and honest with yourself about what you are willing to put into the event you are about to attend. What you put in, will determine what you’ll receive.

Enjoy yourself and your fellow attendees. Have fun, relax and make the most of the event.

Sheila Murray Bethel is a best selling author, television personality and globally acclaimed professional speaker. Copyright© 1999, Bethel Institute. All Rights Reserved. Sheila’s expertise is Change, Leadership, and Personal Excellence. She is the author of the best-selling book, Making A Difference, 12 Qualities That Make You a Leader, host of the new Public Television Specials, “Making A Difference”, and a globally acclaimed speaker and business woman. For information about Sheila’s Leadership Seminars and Workshops, please contact The Frog Pond Group at 800-704-FROG (3764) or email susie@frogpondgroup.com.

ExecutiveAgent Magazine

EA

Written By Sheila Murray Bethel

ExecutiveAgent Magazine

17

EXECUTIVEAGENT EXECUTIVE A GENT Nomination Form Nomination Form

MAGAZINE TM

MAGAZINE

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

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

Name:___________________________________ Company:________________________________ Phone:___________________________________ Email:___________________________________

TM

EA

Cover Story

Laurie & Fred

PetersoN Executive Agents of the Month

ExecutiveAgent Magazine

Laurie & Fred Peterson

F

red and Laurie Peterson have a saying, “elephants don’t bite; mosquitoes do.” In other words, while major issues certainly can – and do – derail real estate transactions, more often it’s the slow, steady attack of minor things that kill a deal.

But with meticulous attention to detail and a handson approach to customer service surpassing client expectations, the Petersons ensure that once a client is in escrow, no surprises will arise. By anticipating and dealing with challenges as they come, the Petersons help guide their clients through the process in a seemingly effortless way.

So while the two have enjoyed industry recognition from peers and colleagues, the honor that means the most to them is the one that comes directly from their clients- a Platinum Customer Satisfaction Rating from Quality Service Certified; the highest service rating in the real estate industry. This distinction is only given to agents who pass rigorous professional standards, including coursework, a commitment to a consistent service process including providing clients with a written guarantee and receiving high marks from clients who are surveyed by a 3rd party after the close of escrow. For their hard work, the two have consistently ranked in the top percentile of agents nationwide. And, in August of 2012, out of over 20,000 QSC Designated Agents throughout North America, they were recognized as the Agents of the Month; the only Orange County REALTORS® to ever be so recognized.

By Shannon Hartsoe - Ian Wiant Photographer

“In traditional real estate thinking, agents look out over the course of their careers and anticipate that a certain number of transactions will fail,” says Laurie. “I’m not saying that will never happen to us, but when I get up in the morning, I’m thinking about every transaction

we have and know that I’m going to do everything in my power to make sure it closes successfully.”

ExecutiveAgent Magazine

Rock Solid What makes them a strong team, the Petersons say, is a gift for turning their differences into strengths rather than drawbacks. Laurie takes a more focused approach, handling the details of each transaction with a gift for spotting potential pitfalls with laser-like focus. Fred is more of a big-picture person who sees things from what he calls “the 40,000foot view.” Together, the couple provides significant value to their clients and to their fellow REALTORS®.

The second oldest of four children, Laurie’s family moved every two years. After each move, the self-describe introvert would be recruited to scout out the territory by knocking on their neighbors’ doors and asking if any children lived there.

“My siblings would hide behind a tree and send me up to meet the other families,” she laughs. “It turned out to be great practice to cold calling later on.”

Laurie earned a business degree in hotel and restaurant management and worked for a time in Southern California, where she met and married her first husband. It wasn’t until her two children were older that she obtained her real estate license, in 1994.

After retiring from a career as a teacher as well as a football and track coach, Fred started a new career – real estate

sales. But he had no intent to sell. Instead of going directly into sales, Fred began his real estate career buying fixers and selling them. By the time the market had shifted, he knew that he wanted to make real estate his career.

He ended up in the mortgage business, where his stellar customer service skills, sales acumen and passion for business caught the attention of executives at CENTURY 21 International, who recruited him to work in their corporate offices. For over a decade he worked in various capacities, including Regional Director, opening franchises in California, Hawaii, Alaska and the Mid-West. Later, he served as International Director of Business Performance, where he co-authored a number of programs and helped to create an innovative sales & management training curriculum.

While in this role, he was recruited by RE/MAX of California & Hawaii to head up Regional training and business consulting. While teaching a Management Class in 2005 he met Laurie, who had recently accepted a Sales Management position with a RE/MAX office in the San Fernando Valley.

“I’m not kidding when I say she was the brightest student in the class,” he says. “She had a passion for her clients, and for her career that was lacking in some of the other students.”

ExecutiveAgent Magazine

“We believe that success isn’t a destination, or measured solely by the number of homes sold, it is about satisfied clients.”

Despite her natural shyness, Laurie was able to break sales records set by other, more outgoing agents. “For me, the benefit of helping others far outweighed any hesitation I had. I’m living proof that successful agents aren’t always cut from the same cloth,” she says. “If you want to do it, you can.”

Success Isn’t a Destination The two joined forces. At first, it was a little rocky as they wrestled with a new territory, changing roles and the idea of not only being spouses, but successful agents in their own right. A 2010 move to a home Fred owned in Lake Forest meant starting over in a new market. Then in 2013, they decided to ditch the big name corporate structure for a smaller, more flexible company. They found it in Aspero Realty in Irvine, where Laurie was recruited as designated broker.

Here the company mission statement and vision closely mirror that of these two dedicated agents.

“It’s clicking,” says Laurie. “We’re still developing our business because we believe that success isn’t a destination, or a certain number of transactions closed, but about satisfied clients. The true measure of success isn’t the number of plaques on your wall, but when a client calls you three years after you closed their first home and says they would like to work with you again.”

So dedicated are the duo to client satisfaction, they have committed to handling each and every transaction without the help of a large team. And they believe by providing old fashioned, face-to-face service, their clients are better served. “In this age of technology, it’s easy to fax or email closing documents to our clients and obtain electronic signatures, and that works fine for many agents,” says Fred.

“But Laurie sits down with each of our clients and goes over each page for them one by one so that there’s no chance of a misunderstanding.”

ExecutiveAgent Magazine

That’s only one of the ways the Petersons help raise the level of expectation for their clients and the reason they are now one of the top producing teams in the area. With their combined 50 years of experience in the business, Fred and Laurie are a powerhouse of information and knowledge.

“I once attended a class by a nationally recognized sales trainer,” recalls Fred. “He said, ‘service is over rated’, ‘its all about closing the deal’. I couldn’t believe what this renowned speaker was saying, and took such offence at the statement that I left the seminar. To us, it’s all about the things you do for your clients (commitment to a service process, consistent and honest communication & handling the details). Clients don’t only remember that you closed the deal, they remember the way they were treated during a very stressful time in their lives.”

No Such Thing as too Much Togetherness Sometimes they’re asked about how they make both their marriage and their business a success, and their answer is always the same. “We make sure to have interests outside of the office,” says Fred. While both are actively

involved in civic and professional organizations, they say that one of their favorite activities is attending Distinctive Voices, a series of Science Based lectures held at the University of California Irvine.

“Sometimes these lectures have information that is a little over our heads, and we struggle to grasp the details.

But, that’s part of the attraction- stretching ourselves beyond our comfort zone. And because we’re both big believers in education and a lifetime of learning, we love it and it gives us something to talk about outside of real estate. Otherwise, we’d always be wrapped up in work,” says Laurie.

They’re also fitness and gardening buffs and spend a lot of time in their Mediterranean-themed garden. “I love to make jams and jellies from the berries in my garden and pass them out to my clients. If I ever miss my annual batch, they really let me know,” Laurie says with a laugh.

“It’s those tiny details that people really love.”

ExecutiveAgent Magazine

Fred Peterson & Laurie Singer-Peterson Aspero Realty Tel: 949-916-4885 Fred@thehometeamoc.com Laurie@thehometeamoc.com www.realestateinlakeforest.com CalBRE # 00767537 - 01186751

ExecutiveAgent Magazine

EA

Clever Idea For Obtaining New Leaders

Written by Steve Yanoviak

W

here will leadership for tomorrow’s associations come from? Traditionally, organizations recruit new leaders through referrals, by soliciting volunteers via survey, or by tapping those who frequently show up at association functions. As volunteerism continues to decline, there’s the age-old recourse of recycling former, dependable leadership.

The Chattanooga Association of Realtors® (CAR) has a clever way of finding and developing future leaders. In a meeting with Francie Ryder, Executive Vice President, and George Kangles, President-elect, interviewer Steve Yanoviak (President of Management Advisors, Inc.) learned how CAR not only recruits its future leaders, but also helps develop their leadership skills and build camaraderie.

CAR initiated its Leadership Development Program three years ago and graduated a total of 37 people from the first two classes. Participants in the program must show an interest in the Association, have a positive attitude, stand out among their fellow Realtors® and demonstrate leadership potential. They are nominated by

26

the CAR board of directors, firm brokers and other past participants.

Emphasis is on Development CAR leaders feel their program is unique in that it emphasizes development rather than just training.

Affiliates sponsor some of the sessions and thus defray some costs. The program consists of three modules. The first module is conducted in the evening with dinner and focuses on the association and its structure, background, history, bylaws and relations with the state association.

The state executive officer attends to provide insight from the state level. A few weeks later, an all-morning session beginning with breakfast is conducted with focus on the community. Realtor® participants are addressed by the Mayor, the City Executive, a U.S. Congressman, the Superintendent of Schools, the Police Chief and other civic leaders. About a month later, the third module is conducted in a day-long retreat at a local hotel. It is intended to build leadership skills and covers how to run meetings, how to solve problems, and how to work with fellow volunteers. The session is also attended

ExecutiveAgent Magazine

EA

by incoming directors. An outside facilitator is present throughout the day conducting break-out sessions and providing opportunities for team building and the development of leadership skills.

Participant Recognition Participants completing the program are given a certificate, a modest gift, and a personalized portfolio case.

At CAR functions, they are recognized as graduates of the program when they are acknowledged for other purposes.

Thus, the Leadership Development Program is not only publicized, but individuals are recognized for volunteering their time and making it through the program.

Program Results and Benefits Francie Ryder and George Kangles indicate that many of the program graduates now hold or soon will be holding leadership positions at CAR. “They are well-trained, upcoming leaders that want to advance the Association, share their experiences and develop camaraderie,” according to Francie. George, who was chairman of last

year’s program, says, “People graduating from the program are less guarded and lighten up even when CAR must deal with difficult decisions and situations. As leaders, they are more analytical, less flippant and less self-serving.

Graduates participate more in CAR’s social functions, serve as goodwill ambassadors promoting the Association, and are less demanding and more considerate of the staff.”

To keep the graduates of the Leadership Development Program enthused and feeling appreciated for their participation and service to CAR, the Association recently held a riverboat ride for the alums and the Board of Directors. According to Francie, “the goal is to develop new leadership for the future and keep fresh blood pumped into the organization.”

Steve Yanoviak is a Certified Management Consultant, founder and president of Management Advisors, Inc. In the real estate industry, Steve’s focus is on Realtor® associations and MLS. For contact information, please call The Frog Pond Group at 800-704-FROG (3764) or email us at susie@frogpondgroup.com.

ExecutiveAgent Magazine

27

LAS VEGAS, NV JULY 29 - AUGUST 1, 2014

Plus Bonus Day! Monday, July 28 – 1:00pm to 4:00pm BECOMING A SUPERSTAR LISTING AGENT Learn How To: Price listings so they sell NOW Dramatically increase your personal listing power Make an enthusiastic, powerful listing presentation Get a seller to choose you versus the competition Maintain a large inventory whether the market increases or decreases To purchase tickets to this event please visit us at:

WWW.MIKEFERRY.COM Or Call a Customer Service Representative at 800-448-0647

TAKE ADVANTAGE OF THE MIKE FERRY DISCOUNTED ROOM RATES! Discounted Rate of $139 per Night + $20 per Night Resort Fee

Offer Valid Through Wednesday, June 25th, 2014 To Book Your Discounted Room, Call Venetian: 877-385-3885 or Palazzo: 866-659-9659

©2014 The Mike Ferry Organization | Management reserves all rights | www.MikeFerry.com | 800-448-0647

Look to Kinecta – Standing strong for over 70 years.

The mortgage industry has been weathering stormy waters in recent times. Many lenders have significantly reduced their product offerings… some have even abandoned ship.

You need a partner that you can count on to stay the course.

Kinecta has been standing strong since 1940 and is one of the nation’s largest credit unions. Our solid financial foundation allows us to provide a full array of mortgages to homebuyers. Ranging from conventional, government, jumbo, and even niche product offerings, Kinecta will give your clients options to help them choose the right mortgage solution.

Homebuyer offers: • $500 off loan closing costs1 • 21 day loan closing guaranteed1 • 0.75 point discount on conforming loans and super conforming fixed rate loans2 • 0.125% rate discount on Jumbo Loans • Loans up to $3 million

Visit the Kinecta booth at the CA Association of Realtors Expo Anaheim Convention Center, Oct. 7-9 Contact me today!

Erik Jenner, Mgr. Mortgage Loan Sales cell: 949.293.1237 • tel: 949.253.5337 Erik.Jenner@kinecta.org • NMLS# 38025 www.kinecta.org/ejenner Not-for-profit | Member-owned | Est. 1940 Terms & conditions subject to change. All loans are subject to credit approval. Guidelines are available upon request. NMLS # 407870. Intended for mortgage professionals only and not for consumer use. 1) Visit www.kinecta.org/Smart_Move for $500 closing cost and 21-Day loan closing guarantee restrictions. 2) 0.750 discount offer applicable to Conforming and Super Conforming fixed-rate mortgages with 45-day rate lock. 0.625 discount offer applicable to Conforming and Super Conforming fixed-rate mortgages with 30-day rate lock.

14601-05/14

E XECUTIVE AGENT MAGAZINE

TM

ExecutiveAgent Magazine

Written by Shannon Hartsoe

EA

Arne Valum

W

hen Arne Valum founded Windem Real Estate nearly ten years ago, he envisioned a company where the agent would be the customer. “In many brokerages, agents are treated like minions instead of like the most important people in the business. I started Windem with the perspective that we would be a business built by agents for agents,” Arne says.

Arne grew up in the small town of Bellingham in Northern Washington. His mother was a real estate agent, and he developed an entrepreneurial spirit at a young age. He owned a number of small businesses, and after he relocated to Southern California, he became aware of the challenges many Realtors® were experiencing. In a climate where more and more Realtors® were working remotely, he saw that brokerage fees were outpacing the benefits received by agents. Arne set out to create a business model where he could charge agents less and at the same time add more value.

“I believe in customer service, and our agents are our customers,” he says. “This is a one-on-one relationship business. Agents are the ones who procure those relationships and are the ones doing most of the work, so they should get most of the commission because they’ve earned it.”

Windem agents earn 100% of their commission and pay a flat fee for each transaction. In this way, self-directed agents are empowered to use their own resources to best advantage in generating new business. “I remember in the old days my mom had to work at the office in order to access a business phone and fax. Today’s technology almost eliminates the need for a centralized office. Most agents work remotely, so they shouldn’t have to pay for an office they aren’t using anyway.”

Arne’s goal has been to create quality technological infrastructure so agents have everything they need to work efficiently from their homes. He has spent years identifying the best possible providers for online transaction systems, website hosting and web marketing delivery as well as customer relationship management solutions.

He has enlisted a highly credentialed industry expert to advise him along the way. “The agent of the future is going to be completely mobile. I think our secret sauce is the system we have built to ensure that our agents become effective mobile professionals.”

All of that technology could sound a bit intimidating to those who are new in the business or to those who are still adapting to the latest tools and trends. However, ease of use and cost efficiency are two of the primary ingredients

in Windem’s technology recipe. With regard to the company’s online transaction system, Arne says, “Our goal is to simplify life and keep the paper monster as tiny and as toothless as possible.”

Agents are bombarded with numerous web hosting choices, and many are unnecessarily expensive. “What we provide is a middle-of-the-road solution. We provide access to professionally developed HTML templates so that when agents come on with Windem, they can have a beautiful site right away. Sites are designed to follow the way the human eye works, prompting visitors to opt in with their contact information. Our agents also have access to an unlimited number of landing pages so that if they are doing print campaigns, they can create pages that sync the same colors, images and flow of messages.

It can all be set up in minutes.”

Additionally, Windem offers a hands-on-mentoring program for its newly licensed agents. We help agents learn the basics of marketing their business, and instead of learning in a classroom environment, our program provides an experienced agent who will be available 24/7 to help guide a new agent through their first transaction.

Arne’s wife of 21 years, Anne Marie, oversees administrative functions at Windem and provides transaction support to agents. Previously, she worked as a claims adjuster and underwriter in the insurance industry. “She is a superwoman,” Arne says. “We have two children who are both in private school, and she gets them to the places they need to go in addition to taking care of her responsibilities at the office.”

Arne knows each of Windem’s 65 agents on a firstname basis. He is committed to building a company that can facilitate growth while retaining a personal touch.

“The most important thing about our business is the way we treat people. I want to know each of our agents personally. I want to provide them with an environment where they get the support they need and have the resources to achieve their own vision.”

Arne Valum Windem Real Estate 780 Roosevelt, Suite 100 Irvine, CA 92620 Tel: 949-400-1789 Email: AValum@windem.com Web: www.windem.com CalBRE # 01476658

ExecutiveAgent Magazine

COMING SOON

A powerful housing market research tool to help you win more business!

A FREE Members-Only Benefit from the Pacific West Association of REALTORS®

With PWR MarketAnalyzer…

• EMPOWER YOUR CLIENTS WITH USEFUL STATISTICS TO HELP THEM WITH THEIR HOME

BUYING OR SELLING DECISION. Data is provided directly from CRMLS – so you know your clients are receiving only the most timely and accurate information!

• BECOME THE MARKET EXPERT AND TRUSTED RESOURCE. With PWR MarketAnalyzer, you can quickly analyze and compare areas you specify, filter search results by different housing variables, customize price & square squa footage ranges, and examine housing market metrics on the fly.

• GAIN A COMPETITIVE EDGE AND GENERATE MORE LEADS. This interactive, user-friendly program allows you to share your search results on your website, social media, emails, and printed marketing campaigns.

Pacific West Association of REALTORS® | www.pwr.net

I’ve made a move . . . . . . that’s right, a move to imortgage! imortgage is a direct lender with more than a decade of stability and proven expertise. Our programs are tailored to meet the unique needs of homebuyers. My unwavering commitment to providing responsive customer service will, of course, remain the same.

With the dynamic resources that imortgage has to offer, I look forward to being of assistance to you in the future.

As always, thank you for your business and continued referrals.

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

Take advantage of my new resources at imortgage!

Traci Stier Loan Consultant (714) 369-4887 traci.stier@imortgage.com NMLS ID 453506

imortgage 7755 Center Ave., Suite 1200 Huntington Beach, CA 92647

Rates, terms, and availability of programs are subject to change without notice. This is not an advertisement to extend consumer credit as defined by section 1026.2 of Regulation Z. Licensed by the CA Department of Business Oversight CRMLA 4131040. Corporate NMLS ID 174457. All rights reserved. 07012014.

E XECUTIVE AGENT MAGAZINE

TM

Written by Steven McReynolds

Steven Bouillon ExecutiveAgent Magazine

EA

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

L

ike so many professionals working in the real estate industry, childhood influences, chance meetings and a desire to do great things for others often combine to form a successful career. Steven Bouillon, a loan consultant with imortgage in Huntington Beach, knows this scenario well.

His mother was a successful sales person in the pharmaceutical industry. Steven grew up seeing how a care for clients’ well-being and a disciplined approach to building a strong and satisfied client base could translate into a successful career. But Steven did not start his career in real estate or follow his mother’s footsteps and take up a career in pharmaceutical sales.

“I originally started my career in retail banking, working my way up to store manager,” he says. That experience helped him grow his business sense and gain a good understanding of how to meet customer’s diverse needs.

Then came a chance meeting that led him to the mortgage industry. “I met a dynamic mortgage rep for my company who showed me how satisfying it is to help people achieve the dream of home ownership,” Steven recalls. “I moved to a career in mortgage in May 2009 and haven’t looked back.”

While Steven entered the mortgage world with a keen business acumen and understanding of customer service, he quickly found there was a lot to learn as a new mortgage lending professional. “I wasn’t aware of the amount of work required to get the loans approved, and the huge array of products that are available for many types of buyers,” he says. But Steven put his head down and dug into learning everything he could about loans, how to meet people’s varying needs when buying a home and the ins and outs of making mortgage lending a successful career. It took about six months to get his feet firmly on the ground. “I worked very hard, and am still to this day learning something new every day.”

Steven credits branch manager John Wellsandt with helping him build a team and “getting my feet wet in management.” Today Steven combines his ongoing mastery of the mortgage industry products, regulations and practices with his strong desire to help people achieve their dream -- owning their own home. “I maintain success by waking up every morning with a drive to help my clients, and to continue to build my team,” he says.

He also keeps up with changes in the industry by participating in online lender groups, and by staying in close contact with management at imortgage to make sure he’s up to speed on the latest changes and trends. “imortgage had the faith in me to make me a cornerstone of the new Huntington Beach office,” Steven says. “With the help of my manager I have recruited three excellent junior loan officers and two loan assistants. Most of them worked with me in other companies, and in turn, are showing faith in me as their leader.”

Indeed, he is in a good place. imortgage is one of the nation’s largest independent mortgage banks. The Newport Beach office opened in December 2013 with a tiny staff of one – branch manager Wellsandt. The office now has around 20 employees with a goal of employing a team of around 30 loan professionals by the beginning of 2015, and to become the lender of choice for the resale market in Orange County, according to Wellsandt.

“Choosing imortgage is a great option for our clients,” Steven says. “imortgage has a great reputation in the Realtor® and builder community for excellent customer service, and closing loans in a timely manner. Our company slogan is ‘We have a loan for every home… simple as that.’ “I try to work hard so that our customers experience that feeling that it WAS simple. It is my job to do the hard stuff to make it easy for my clients.”

Now that he has a few years in, and has gained a lot of knowledge about the industry and how he can serve the needs of imortgage clients, Steven still sees his role as quite simple. “I see helping clients as a challenge,” he says. “I work tirelessly to get them into the right program, and want them to be so satisfied that I have a customer for life.”

Steven Bouillon - Loan Consultant imortgage 7755 Center Ave., Ste. 1200 Huntington Beach, CA 92647 Tel: 714-657-1222 Cell: 949-382-4080 Email: Steven.Bouillon@imortgage.com Web: http://www.imortgage.com/steven.bouillon NMLS ID 465375

ExecutiveAgent Magazine

EA

Emotional Labor

A

ll labor is emotional labor. What separates the artist from the rest is a matter of emotion. In labor the emotional content is readily visible. Have you ever watched an artist operate a backhoe or a forklift? There are some who simply dig dirt or pile pallets. With others, the work is a gentle ballet, motion against time and space.

I’ve long believed that cooking breakfast at Denny’s was, for me, a combination of karate and ballet. Every movement with purpose, every thought connected to a greater whole. I do believe that you can tell the difference.

When we ask audiences to estimate how much more effort their employees could expend, or how much more productive their employees could be if they really were motivated, the average answer we get is 30 percent! How do you account for that missing third? Where did it go? Why doesn’t it come to work? Because all labor is emotional labor and folks who are not emotionally connected to the job are leaving their most valuable contribution at home.

The truly great organizations (departments, families or teams) are emotionally charged. Last week, John Lowe came to the office to give me a physical for an insurance policy. Mr. Lowe is known locally as a tough, high school football referee. As he stuck little suction cups to various body parts, we talked football. More specifically, we talked about the emotional content of the game.

“The team that has the discipline almost always wins even if the other team has the skill and physical advantage.”

From here I’ll paraphrase. The team that is emotionally “present” and invested has an advantage that is almost unbeatable. Mr. Lowe cited a contest between two local high school rivals. One of our local teams came onto the field arguing amongst themselves and their coaches.

There was profanity and other negative language. Their opponents took the field fired up. When their coach spoke, it was always, “Yes, sir!” or “No, sir!” There was no profanity, negative talk or dissension. However the boys were, without doubt, outclassed by their bigger, more experienced opponents. Yet as Mr. Lowe put it, “They went through the other team like Grant took Richmond.”

Emotional labor may have added 30 percent to the size of the line and 30 percent to the mental acuity of the receivers.

Who knows how much? And who knows how much it could be doing for you?

T. Scott Gross is a speaker, consultant, videographer and lifelong restaurateur. Best known as the author of the bestselling business book, “Positively Outrageous Service”, his latest book is “Leading Your Positively Outrageous Service TEAM.” Copyright© 1999, T. Scott Gross. All right reserved. For additional information, please contact The Frog Pond Group at 800-704-FROG (3764) or email: susie@frogpondgroup.com

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

36

ExecutiveAgent Magazine

EA

W

Gross t t o c S By ritten

ExecutiveAgent Magazine

37

EXECUTIVEAGENT

TM

MAGAZINE

EXPOSE YOURSELF PROFESSIONAL PROFILES • Agent Profile • Company Profile • Affiliate Profile UNIQUE - CREDIBLE EFFECTIVE - AFFORDABLE

How it works: One of our professional writers will work with you to craft a story that fits your needs and appeals specifically to your industry. Executive Agent Magazine will produce your story as a 2, 4, or 6 - page profile for your use as a marketing or direct-mail piece. These in-depth profiles allow you to introduce yourself, company, products and services. Nowhere else can you match the benefits of the third-party endorsement of this respected magazine.

Contact us at: 949.366.3349 or email: info@eamag.net WWW.ExecutiveAgentMagazine.com

Exceeding expectations since 1984.

It’s more important than ever to have a dedicated partner and advocate to guide you through the home financing process, removing obstacles and making sure things get done right - the first time.

Eagle Home Mortgage is a family of local loan officers who demonstrate a record of placing customers at the center of everything we do. With in-house loan processing, funding and knowledge of the neighborhoods we serve, we can deliver a unique level of expertise, communication and follow-through that gives home buyers the freedom and power to: 

Shop with Confidence: Let real estate agents and sellers know you mean business with a pre-approval that’s as good as gold.



Choose Well: Enjoy access to a wide variety of loan products and programs, including low and no down payment options.



Move In On Time: Our experienced in-house underwriting and processing teams ensure your loan closes when you expect it to - if not sooner.



Relax: As a full-service mortgage banker backed by Lennar Corporation©, an S&P 500 Real Estate and Financial Services company, Eagle Home Mortgage offers a rare level of ethical and financial stability.

Is Your Escrow Falling Apart?

Call one of our E.M.T.s (Emergency Mortgage Technicians)

855-43-EAGLE Subsidiary of Lennar Corporation

Eagle Home Mortgage 8105 Irvine Center Drive, Suite 500, Irvine CA 92618 NMLS #849059 Equal Housing Lender. CA CL# 813i609 Universal American Mortgage Company of CA DBA Eagle Home Mortgage of CA Licensed by the Dept. of Corporations under California Residential Mortgage Act. Certain restrictions apply. This is not a commitment to lend. Applicants must qualify.

A Cornerstone of California’s History and its Future...

Title Insurance and Trust Company, often called “TI”, opened for business on January 15, 1894, with about 30 employees.

OUR HISTORY

When TI began operation, the population of the city of Los Angeles was 66,000, and the county population was 122,000.

For more than a century, Ticor has been a premier leader in the title insurance industry providing our customers with an unmatched combination of professional expertise, exemplary customer service, and rock-solid financial security.

today

Today, Ticor Title Company of California continues to be a groundbreaker in the industry for both residential and commercial services. The market share growth for Ticor has been extraordinary.

Ticor Title has increased residential market share in Orange County of nearly 4% in the last four years making it one of the fastest moving companies in the industry.

Jan 2010

5.41%

April 2014

9.11%

Data: Residential resale non-bank closed transactions - Source: TitleMarketShare.com

We would like to take a moment to thank all of our loyal customers who continue to trust their transactions with Ticor Title each and every time.

If you haven’t had the opportunity to work with our team of amazing Sales Executives or Officers, we encourage you to give us the opportunity. We want to earn your business!

Adam Cleary

Vice President National Commercial Services Adam.Cleary@TicorTitle.com 714.289.3341

Rick Bashore

Executive Vice President County Manager Rbashore@TicorTitle.com 714.289.3313

Judy Jimenez

Vice President Escrow Operations Manager JJimenez@TicorTitle.com 714.289.3325

“Caring is our Competitive Edge” 18302 Irvine Blvd, Suite 100 Tustin, California 92780 • 714.289.3300

www.TicorOC.com | www.TicorCommercial.com | www.TicorEnergy.com | www.equityisforlife.com | www.TicorTitleBlog.com