AUGUST 2017-CALIFORNIA

EXECUTIVEAGENT MAGAZINE

MICHAEL JOHNSON Executive Agent of the Month

PROFESSIONAL PROFILES Jennie Hanaoka Ethan Lanagan Silvia Mendez

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Executive Agent of the Month

Michael Johnson Villa Real Estate

24 19 Professional Profiles

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Jennie Hanaoka

Ethan Lanagan

Silvia Mendez

Nationwide RE Executives

Seven Gables Real Estate

Realty ONE Group

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August, 2017 - California Edition

Editorials 26

Expanding Your Vision and Ideas -Tony Alessandra

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Empowering Your Agents: Negotiation -Rich Casto

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Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 297-8323 Fax: (949) 266-8757 FArrias45@gmail.com www.EACal.com

ADVERTISERS’ INDEX Benchmark Mortgage...................................2 & 18

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Owners, Managers, Agents: -Carla cross

City of Hope........................................................39 Finance of America Mortgage...........................29 iPhotography Studio...............................................25

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

Communicating With Your Customers -Peggy Morrow

PWAOR...................................................................28 SBAOR....................................................................35 The Termite Guy......................................................3

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Ticor Title Company....................................................34

Doing the Remarkable -Jim Rohn Photography: iPhotography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Haley Freeman, Shannon Hartsoe Editorial Writers: Tony Alessandra, Linda Brakeall, Bill Brooks, Tamara Dorris, T Scott Gross, Wendy Weiss, Chris Widener, Dirk Zeller, Zig Ziglar

Embracing Adversity For Achievement -Chris Widener

Š Copyright 2017 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.

Pa-ZIG-ative Thinking -Zig Ziglar

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Ethan Lanagan Going Beyond What is Required Written by Haley Freeman

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ealtor® Ethan Lanagan is a lifelong entrepreneur who brings a global view and unmatched professionalism to his real estate practice at boutique Seven Gables Real Estate. After a successful first career building and running sales organizations throughout the country, Ethan began consulting for an international real

international real estate. Currently, I am marketing a 300-acre ocean view property. It’s fun to take on projects that are outside most people’s comfort zone. I enjoy the challenge.”

Once Ethan and his wife, Erica, decided to start a family, he channeled his passion for real estate into the local market. The qualities that made him successful in other ventures propelled him to the top of his profession, earning him the Rising Star Award during his first year at Seven Gables. Today, he is an established real estate authority in his home community of Orange and the surrounding areas.

Ethan chose Seven Gables Real Estate for its culture of excellence, where the focus is putting clients first rather than chasing dollars. “It doesn’t matter if the listing is $300,000 or $3 million, every client deserves the same level of service. As a result, our agents consistently turn out the highest number of transactions per agent in our area. I enjoy being part of a community of top producers in an environment where I am always learning and have great access to leadership. We’re also a very tech-driven company with tools that rival larger brands.”

estate developer with properties in Central America. “I did residential and hotel projects down there for masterplanned, resort-style communities, and still do some

Creating consistently favorable client outcomes requires the support of a strong team. Erica is also a licensed agent whose eye for design helps to competitively position homes for sale. Ethan’s service is further enhanced by a transaction coordinator, and a design and marketing team who attend to crucial details while he gives his full attention to his clients. With his proven record of building successful sales teams, Ethan is energized by his goal of attracting and developing more talented agents to the Lanagan Group. “For many people, dollars are their score card. But I’m more driven by the idea of creating something bigger than one’s self. I enjoy growing my personal skillset and seeing what I have the ability to create.”

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Ethan’s unwavering belief in providing clients with a higher level of service means doing things right the first time. When challenges arise, he remains solutionsoriented and proactive about doing whatever it takes to advance a transaction. “I bring that grit-factor to my business and will go the extra mile to make a difficult transaction smooth and stress-free. It often makes the difference between getting a transaction done or not. I make my client’s needs known, and push to make it happen.”

One client had this to say: “Ethan sold our home in the first weekend for 26k over asking price! He went above and beyond from beginning to end with foresight and transparency. We would highly recommend him for your real estate needs.”

A husband and father of twin boys, Ethan strives for balance by putting family first while remaining available to his clients. “I believe in getting back to people quickly and being on top of communication. It’s easier to maintain a relationship than it is to rebuild one. But I also dedicate time every day to my family. Sometimes that means unplugging for a couple hours in the evening and then jumping back on the computer after the kids are asleep. I try to bring that family-first mentality to clients, as well, by acknowledging that family is a big part of the transition they’re making.”

That message comes across clearly to his clients, as

evidenced by this comment from a recent buyer: “Ethan is very kind and responsive to your requests and needs. He has a family of his own, so he recognizes the importance of the family’s housing needs. He knows the area well and can guide you to the best schools, areas and communities that fit your family.”

Ethan’s command of real estate finance and his many successes in international and domestic markets all contribute to his proficiency as a Realtor®. But it is his refusal to settle for anything less than excellence that truly sets him apart from his competition. Ethan explains it this way: “Clients deserve a true real estate professional.

Because I work diligently to provide impeccable service, receiving feedback from clients letting me know that they feel I go above and beyond is very rewarding. My job is to provide value to the client that exceeds their expectations.”

Ethan Lanagan The Lanagan Group Seven Gables Real Estate 229 N. Glassell St. Orange, CA 92867 Tel: 949-334-7501 Email: Ethan@TheLanaganGroup.com Web: www.TheLanaganGroup.com CalBRE # 01967393

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Owners, Managers, Agents: Are You Building Your Company on a Strong Foundation for the Future?

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gents, before you skip this article, please take a moment and consider if you, too, aren’t first a businessperson, even before you’re a salesperson.

And, like all businesspeople, to be successful in the future, you’ll want to build your company on the newest, most vibrant business-creating principles available. Isn’t it true that, today, you’re building a “company”--even if it’s a business of one?

In this challenging, quick-changing world of real estate, all of us real estate practitioners, no matter what our specialty, must learn to think like the most innovative businesspeople we know--in any business. Why? To prosper in a real estate world that the experts say will be much different than the world we know today.

In this article, I want to introduce you to a business concept that is literally changing the way people do business internationally. Although this concept has been around the business world for several decades, it’s just become the most important principle in the last few years.

Now, it’s gathering force in the real estate industry.

Here’s the idea: To build your business around the values and vision you have for yourself, and measure each busi-

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ness move you make against your values and vision. Great companies like Nordstrom have been doing that for years.

In fact, in their book, Built to Last: Successful Habits of Visionary Companies, Stanford professors James Collins and Jerry Porras discovered that true visionary companies like Nordstrom, were more profitable, less vulnerable to outside economic and competitive pressures, and had better customer satisfaction ratings. Wouldn’t you, as a real estate business practitioner, like to be more profitable and have a better image with customers? As Porras and Collins’ studies proved, when you’re guided in your business dealings by a good set of prioritized values, you make the customer happier, your business grows, and your image soars. However, when you let yourself behave differently than your values say you behave, your company vision is shattered--and your business becomes less profitable than it could be.

Let me give you an example. Let’s say that the CEO of a real estate company says that the company values are to treat each agent equally. Yet, the CEO allows top agents to steal other agents’ customers. What’s wrong with this picture? And, of course, when stated values clash with behaviors, the public’s perception of real estate agents

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Written By Carla Cross

goes down. The long-term result of this ‘culture clash’ is that company loyalty goes down, mid-producing agents give up, and the company ceases to be a company guided by common vision.

Now, three questions to ask yourself as you test your values, vision, and reality: 1. If you were to have to open your company on Mars tomorrow, who would you take on your spaceship as representative of the company vision and values? If you’re in management, how many in your office couldn’t you take?

2. If you were to retire tomorrow, what would people say about your vision? That is, what did you accomplish that added to people’s lives through your business?

3. What do you envision five years in the future in your business that’s so inspiring, so awesome, that you’d work for it, even if you didn’t need to get paid?

Having an inspiring, value-based vision for your company gives you, and all that work with you, a reason for being. It gives greater meaning to your work than merely making money. It focuses your efforts on the consumer, and guides you in making those tough decisions today in

real estate. It becomes your compass and your guide.

But, you say, you’re barely surviving. You don’t have time for this high-filuttin ‘vision’ stuff. That’s the paradox. According to Parris and Collins’ exhaustive studies, companies who abandoned their vision in tough times were companies who went out of business. In fact, the authors observed that companies whose visions were grasped, loved, and lived out by all the company members were much better able to withstand tough times!

If you’re in leadership in a company, you must provide the vision. Start now.

Carla Cross, speaker, trainer and author, has had the good fortune to learn effective teaching techniques from the best. She is a master Certified Real Estate Broker (CRB) national instructor. Her passion is to assist owners and managers in conquering the challenges of managing in today’s real estate world. Copyright 2004, Carla Cross. All rights reserved. For information, contact the Frog Pond at 800.704.FROG(3764) or email Susie@ frogpond.com; http://www.frogpond.com.

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Written by Haley Freeman

Silvia Mendez

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ealtorÂŽ Silvia Mendez is a country gal who has done well in the Beach Cities and the South Bay. She was raised in a small town south of Fresno, and attended country schools. In the fourth grade, she had the unique privilege of being mentored in the violin by the founder of

the Fresno Philharmonic Foundation. Her musical education eventually earned Silvia several scholarships and a trip to the music department at Berkeley. At the youthful age of 18 she bought her first house, unbeknownst that this would eventually be her future field of endeavor.

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IN TUNE WITH THE NEEDS OF HER CLIENTS Although Silvia’s passion was music and she went on to play with the Oakland Symphony, she found that a career as a musician made it difficult to pay the rent. She landed a job at the Bank of America World Headquarters in San Francisco. She recalls, “I got my first taste of the fast business world and mortgage banking. I never looked back.”

Silvia enjoyed many successful years in real estate banking, where she excelled in numerous roles, including those of Loan Processor, Underwriter and Commercial Loan Officer. In time, she transitioned to Real Estate sales, where her banking background proved an indispensable tool in guiding her clients through successful transactions.

“It has been helpful to understand the other side of the business and how lending decisions are made. I know ahead of time how to prepare a client for a lending decision and what kinds of options will be offered.”

Silvia took on Real Estate with the same discipline and precision she has demonstrated in her previous endeavors, resulting in an outstanding reputation for service in the South Bay and a Real Estate practice based almost entirely on repeat and referral business. Silvia holds a Certified Residential Specialist (CRS) designation, an elite credential possessed by less than three percent of real estate professionals nationwide and considered the PhD of real estate. “I hope that having gone the extra mile shows my clients that I’m serious about what I’m doing and gives confidence in my ability to offer the most well-informed guidance to Buyers and Sellers of Real Estate.”

Recently named Manager of Realty ONE Group’s Hermosa Beach office, Silvia counts herself fortunate to work among colleagues who are ethical, committed and professional. She leads from a mindset of simplicity, transparency and sincerity, with a focus on unrivaled customer service. “I cannot dismiss the degree of importance a Real Estate transaction has to a client and their family. It is an honor to be selected to help with one of the biggest decisions of their lifetime. Your Realtor® should be someone you can call and ask most anything. They should be someone who always has time for you, and someone you trust to always act in your best interests.”

Realty ONE Group provides cutting edge technology that makes it possible to market homes with maximum

impact and connect Buyers and Sellers from around the world. While Silvia embraces the tools that drive business in today’s market, she maintains that Real Estate is a personal service industry, and it is vital to remain in tune with people and their needs. “The minute there is a snag, the efficiency of technology disappears if there’s no one there to solve the problem. As an Realtor®, it’s also important to know your colleagues on the other side of the transaction. Good professional relationships are critical to making sure both parties to a transaction do well and are happy with the outcome.”

Silvia is a person of extraordinary commitment in all aspects of her life, as evidenced by her successful 39-year marriage. She and her husband spent several years traveling the globe together during his career in International Business. After they settled in Southern California and Silvia embarked on her Real Estate career, she says, “It’s something I may not have been able to do so easily if I did not have the support and understanding of a very equal counterpart. In fact, he took such an interest that he got his Broker’s License.” Their son, Garret, works at HULU and in addition is a talented writer, director and comedic actor. They enjoy attending his performances and supporting his many creative projects, including the most recent annual “Big Fire Comedy Festival” in the desert near Helendale.

Silvia continues to draw upon the good values she acquired growing up with a loving family in a country town as she helps her clients find a place to call home in the South Bay. “Forging relationships and remaining a part of someone’s life for years to come is something I value as much as any listing. I go in fully committed knowing this is a huge step in someone’s life. I am honored to be a part of it.”

Silvia Mendez Realty ONE Group 243 Pacific Coast Hwy. Hermosa Beach, CA 90254 Tel: 310-200-4858 Email: silvimendez@aol.com Web: www.realtyonegroup.com CalBRE # 01290832

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Embracing Adversity For

Achievement

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

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

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

Adversity brings out our resources.

Horace said “Adversity reveals genius, prosperity conceals it.” When everything is going well, we coast. There is not a lot of stress, and we do not have to draw too much on the resources that reside within us. But when adversity comes we begin to draw upon each and every resource that we have in order to conquer the circumstances at hand. Adversity then, keeps us sharp. It keeps us using our personal muscle, if you will. That is a good thing because we grow through the use of our resources.

Adversity brings us together with others.

Sure a team can have their problems with each other, but when their on the court, when they experience the adversity of facing another obstacle, they pull together. One for all and all for one, as they say. The next time you experience adversity of some kind, keep your eyes open for how it can bring you together with your family, your co-workers or your team. Then when you are through it, you will find a bond that was created that was not there before.

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

Adversity makes life interesting.

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

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

Every adversity, every failure, every heartache carries with it the seed of an equal or greater benefit – Napoleon Hill “Show me someone who has done something worthwhile, and I’ll show you someone who has overcome adversity.” - Lou Holtz Chris Widener is the President of Made For Success. He teaches leaders how to become Extraordinary Leaders.

Chris’ speaking and consulting services have challenged the best to become optimists, to pursue excellence relentlessly, and to dream big dreams. Copyright© 2007, Chris Widener. All rights reserved. For information about Chris’ speaking and consulting services, contact the FrogPond at 800.704.FROG(3764) or email susie@ FrogPond.com; http://www.FrogPond.com.

Adversity makes us better people with stronger char-

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Written By Chris Widener ExecutiveAgent Magazine

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Written by Haley Freeman

Jennie Hanaoka

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ealtor® Jennie Hanaoka exemplifies the American Dream. She immigrated to the United States from Taiwan as a young girl and, separated from her parents, grew up in the home of extended family members. It was not always an easy life, as she assimilated a new culture and missed being with her own family. But

Jennie’s indomitable spirit combined with her belief in God inspired her to rise to life’s challenges. She worked hard while going to school, determined to avail herself of the opportunities that come with living in this great country, a choice that opened the way for her successful career in real estate.

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Serving Others With Integrity Jennie’s brother was working as a messenger for an escrow company, and he recommended her to be an escrow assistant. “I owe him my career,” Jennie says. “He got me into the industry, and 15 years later, it has made me who I am today. I love real estate. I love being out looking at houses, but most of all I love the people part of it. I enjoy getting to know all kinds of people from different walks of life, and being a part of their lives and the big decisions they are making for their families. It really is an honor that they would believe in me enough to hire me as their Realtor®.”

As she embraces the gravity of this responsibility, Jennie strives to serve families with the utmost honesty and integrity. In doing so, she often calls upon lessons she learned from her mother. “My mother always taught me to treat others the way you would want to be treated. When I work with someone, I treat them as I would my own family. Their needs come first, even if it means advising them to walk away from a property. I ask myself if the house makes sense for them, and if I am getting them the best possible deal. I do not approach real estate from a moneydriven mindset.”

Jennie’s genuine care for the well-being of the families she represents moved her to join Nationwide Real Estate Executives. This boutique company has been recognized

by Inc. Magazine as the number one fastest-growing real estate brokerage in California, and as one the fastestgrowing real estate organizations in America for the last two consecutive years. At Nationwide, Jennie identified a client-focused and ethical culture that matches her own guiding values, where a win-win-win business philosophy yields a virtuous cycle of referrals and repeat clients.

Clients appreciate Jennie’s authentic care and finelyhoned expertise. One said about her: “I have worked with many Realtors®, and I just wish I would have met Jennie a long time ago, and I would have saved money and headaches. Jennie’s professionalism, honesty, integrity, attention to detail and her knowledge of the local housing market is simply amazing. She is honestly the complete package of what a Realtor® should be. I will forever be grateful for everything she’s done. Thank you, Jennie, and

if you are looking for a Realtor®, know you’ll be in good hands with her.”

Jennie’s background in escrow adds value to her client service, as she is adept at explaining the complex, behindthe scenes processes that many clients find intimidating.

Her friendly, calm demeanor and expert knowledge put clients at ease, while her positive relationships with escrow officers keeps communication open throughout the transaction.

Maintaining healthy relationships with these and other industry colleagues is a vital component to Jennie’s business. She selects affiliates who share her high standards for integrity and customer service, like Senior Mortgage Originator Jim Thiel at Finance of America. “I feel good having people like Jim and others I work with who share the same values I do. It takes a team of people to successfully close a transaction, and I really appreciate working with people who are genuine and there to help the client without asking for anything in return. Sometimes, it means telling the client something they don’t want to hear, but I believe in being truthful no matter what.”

Jennie’s care and compassion for people extends beyond her professional work to the community. She is especially passionate about putting a stop to human trafficking and providing help to women and children in need. “My dream is to someday build a center for women and children who need a place to go.”

Her defining traits of authenticity, gratitude and humility set Jennie apart as a real estate professional. She strives every day to be her best self in order to serve others with integrity.

Jennie Hanaoka Nationwide Real Estate Executives 24422 Avenida De La Carlota, #450 Laguna Hills, CA 92653 Tel: 949-392-2987 Email: jenhan524@gmail.com Web: http://nreliving.com CalBRE # 01240272

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Doing the Remarkable

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hen it comes to meeting and conquering the negativity in your life, here is a key question: what can you do, starting today, that will make a difference? What can you do during economic chaos?

What can you do when everything has gone wrong? What can you do when you’ve run out of money, when you don’t feel well and it’s all gone sour? What can you do?

I came across Don Miguel Ruiz, The Four Agreements the other day and it strongly resonated with this desire to pare back; to simplify; to become more real as a participant in this world and begin operating in a more authentic way.

Let me give you the broad answer first. You can do the most remarkable things, no matter what happens. People can do incredible things, unbelievable things, despite the most impossible or disastrous circumstances.

Here is why humans can do remarkable things: because they are remarkable. Humans are different than any other creation. When a dog starts with weeds, he winds up with weeds. And the reason is because he’s a dog. But that’s not true with human beings. Humans can turn weeds into gardens.

Humans can turn nothing into something, pennies into fortune, and disaster into success. And the reason they can do such remarkable things is because they are remarkable.

Try reaching down inside of yourself; you’ll come up

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with some more of those remarkable human gifts. They’re there, waiting to be discovered and employed.

With those gifts, you can change anything for yourself that you wish to change. And I challenge you to do that because you can change. If you don’t like how something is going for you, change it. If something isn’t enough, change it. If something doesn’t suit you; change it. If something doesn’t please you, change it. You don’t ever have to be the same after today. If you don’t like your present address change it — you’re not a tree!

If there is one thing to get excited about, it’s your ability to make yourself do the necessary things, to get a desired result, to turn the negative into success. That’s true excitement.

Jim Rohn knows the secrets of success - in business and in life. He has devoted his life to a study of the fundamentals of human behavior and personal motivation that affect professional performance. He can awaken the unlimited power of achievement within you! Reproduced with permission from the Jim Rohn Weekly E-zine. Copyright© 2006, Jim Rohn. All right reserved. For information about Jim’s keynote presentations and seminars, contact the FrogPond at 800.704.FROG(3764) or email susie@ FrogPond.com http://FrogPond.com.

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Cover Story

MICHAEL JOHNSON Executive Agent of the Month

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MICHAEL JOHNSON Specializing in Coastal Properties Written by Haley Freeman - Photography by Ian Wiant

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and entrepreneurial opportunities. Those ventures took him to destinations across the country and around the globe, but he was always delighted to return home to the distinctive OC.

Michael achieved his dream. He earned his degree in mechanical engineering from UCLA and went to work for Ford Aerospace in Newport Beach. It wasn’t long, however, before this high energy professional realized that a career spent working behind a desk didn’t quite play to his strengths. He expanded his education, earning his MBA from UCI, and developed a number of lucrative corporate

For Michael, one of the lures of Southern California has always been its extraordinary architecture. To satisfy his passion for design, he opened a home decor and furniture store in Laguna Beach. In time, he turned his considerable business acumen, enterprising spirit and creative mind to a career in real estate. He partnered with a top-producing agent to perfect his craft, and nearly 15 years later, he has assembled his own partnership of world-class professionals at Villa Real Estate in Laguna Beach known as The Coastal Confidential.

rowing up in the San Gabriel Valley, some of Michael Johnson’s earliest memories are of perfect summer days he spent with his family on the sands of Laguna Beach. At a young age, it became his dream to someday live in one of South Orange County’s beautiful coastal communities, where every day feels like time away.

The team, l-r: Inge Bunn, Paulo Prietto, Mike Johnson, and Nick Hooper

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Pictured in the lobby of the Villa Real Estate office of Laguna Beach, Mike, Nick, Inge and Paulo are all long-time Laguna Beach residents

“I love working with people and helping them accomplish their goals,” Michael says. “It’s such a privilege to be living in this amazing place where properties range from surf shacks to oceanfront homes worth tens of millions of dollars. I love the adventure of helping someone realize what they really value in a home.”

Michael and his colleagues are united in their mission of providing unparalleled customer service while positioning clients and their real estate assets to best advantage.

“Our clientele crosses the whole breadth of the market, from $400,000 condos to coastal estates. I think one of the greatest strengths of our overall team is that we realize each time someone is transacting property, especially when it is a principal residence, it is the most important transaction in their life. Even when it is upper echelon in price, it often represents a significant portion of someone’s

net worth. We always keep the client and their interests at the forefront of any transaction.”

First to join forces with Michael was Paulo Prietto, a 2010 real estate Rookie of the Year and savvy professional with deep roots in Laguna Beach. “Paulo is a terrific combo of surfer and incredibly accomplished business man who is a former world champion skim boarder. His diligence, honesty and sincerity drive him to always put the client first.”

Inge Bunn is a seasoned Realtor® whose longtime presence in Laguna Beach gives her an informed view of area real estate. Born and educated in Germany, she speaks fluent German, French and English. “Inge is exact and precise, and has a wonderful European flair. The fact that she has lived and traveled all over the world gives her a unique ability to work with diverse clients and truly understand them.”

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Nick Hooper is the most recent addition to the partnership and is a longtime associate of Michael’s. Born in Great Britain, Nick came to the U.S. to play soccer, and over the years, he and his wife purchased and improved numerous homes. “Nick has real vision for a property, and his breadth of experience in construction and how to improve a home is invaluable to our clients.”

The Coastal Confidential is supported by two team administrators, Tara Bunker and Andrew Graff, who work tirelessly to see that every behind-the-scenes detail is meticulously attended, ensuring a seamless client experience.

This sophisticated real estate team has already surpassed last year’s production and is galvanized to go on exceeding their own goals and client expectations. Each is a producing agent with his or her own clientele, but the team shares a joint interest in the success of every transaction. Michael explains, “At some point early in the process, we naturally introduce other members of the team as needed. I am com-

pletely comfortable with any member of the team stepping in. We truly work as a partnership. One of the things I’ve learned in business is to always surround yourself with people who are smarter than you. Each member of this team has skills that benefit the rest of us. We all listen to each other and work collaboratively to do the best we can for our clients. The ideas that make us successful come from everybody.”

Boutique agency Villa Real Estate is a market leader in the coastal communities of Newport Center, Newport Peninsula, Corona Del Mar and Laguna Beach. Its progressive business model incorporates leading edge technology that helps Michael and his team stay ahead of the competition with data and marketing that is fresh, original and relevant.

Michael and his colleagues leverage these resources and add their own innovations to maintain a meaningful presence in their community, while connecting buyers and sellers from around the world.

Paulo Prietto, a past world champion skim boarder, carries his competitive determination into his real estate career

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The team is privileged to work in a world-class locale, with the Villa Real Estate office just a half block from the ocean

All residents of Laguna Beach, Michael and his team are true local experts who have the pulse of this unique community and the relationships to get business done.

Their market knowledge combined with their reputations for excellence with integrity allow them to go where others can’t, whether they are closing an off-market sale with discretion or securing the right financing for a non-conforming buyer. “Many of the transactions we handle don’t come together in the traditional way, so we have to be creative in the way we address each individual client, not just financially, but in other aspects, as well. I’m fairly analytical, but this business is a good mesh with my creative side.

I enjoy helping buyers look at a house in a different way and see its potential. Often they are paying extraordinary sums for a property, and they want to stamp it with their own imprint. We know how to get things done in a tough building and regulatory environment.”

Clients from first-time buyers to investors trust Michael and The Coastal Confidential with their most precious assets. One said: “The most amazing thing about Mike was that even though I bought a small condo in the OC, he always treated me like I was a ‘multi-million dollar client’!”

Another stated: “I can’t speak highly enough of Mike and his team. They walked me through a sale from start to finish and made the entire process completely understandable and as stress free as possible. While Mike was easily accessible, I rarely had to contact him because he kept me so well informed along the way that I almost never had any unanswered questions. This was the most professional and personal assistance I have ever had in any business transaction; what an unexpected pleasure!”

Michael responds, “I have been told by clients many times that their experience with us was the easiest real estate transaction they’ve ever been through. We have the expertise they can draw on, but it’s not just a job for us.

We work with integrity and always have the client’s best interests at heart. That’s what drives us. And at the end of the day, we want people to look back and say, ‘That was really fun.’”

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MICHAEL JOHNSON Villa Real Estate, 1833 S. Coast Highway, Suite 210 Laguna Beach, CA 92651 - Tel: 949-698-1302 Email: mjohnson@villarealestate.com Web: www.TheCoastalConfidential.com - CalBRE # 01429647 ExecutiveAgent Magazine

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Expanding Your Vision and Ideas

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kindergarten teacher asked a student what she was drawing. “I’m drawing a picture of God,” the child quickly answered.

“But, sweetheart,” said the teacher, “no one knows what God looks like.” “They will in a minute!” the child replied, according to a story told by Sheila Murray Bethel in her book Making a Difference.

Charismatic people possess a similar, almost childlike faith in their vision and their ability to create change.

People will follow leaders whose vision inspires them and makes their lives more meaningful.

What do you feel passionately about? What do you care really deeply about? Whatever your objective-whether it’s ending world hunger or ensuring better care for stray animals-you’ll never influence anyone to change their ideas or take action if you don’t feel strongly about it yourself.

In fact, having a strong, compelling vision will go a long way toward compensating for a lack of some other charismatic attributes. Einstein, for example, or Eleanor Roosevelt, or Bill Gates, whom I mentioned earlier, aren’t people who immediately leap to mind as being as dashing

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or debonair as stereotypically “charismatic” leaders.

But their strong ideas or vision may have more than made up for other shortcomings. (Have you heard the computer-industry joke? “What do you call a nerd fifteen years from now?” The answer: “Boss.”) Their vision, it can be argued, transformed them into charismatic leaders.

The strength of their ideas, and the passion with which they held them, gave them a different brand of personal magnetism. Warren Bennis, author of the best-selling book Leaders, says that being able to articulate your vision in a way that’s easily understood, desirable, and energizing is the spark of leadership genius.

Here are some other ideas Expanding Your Vision and Ideas: 1. Listen to your yearnings. Don’t dismiss your daydreams, or for that matter, your nocturnal dreams, either.

They may be signals from your mind and body of some unconscious attraction. What’s important is what’s important to you personally.

2. Sometimes it’s helpful to recall your childhood or youth. What propelled your dreams back then? Where did your imagination take you? What most influenced you?

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And it’s not just the fun or fanciful moments you should recall. If you were poor, maybe helping others escape poverty could be your mission as an adult. If you were abused, maybe abuse prevention is an area where, in your heart of hearts, you would like to make a difference.

3. Seek feedback. “Unfortunately,” said Dr. Norman Vincent Peale, “most people would rather be ruined by praise than saved by criticism.” But getting others to give you honest, constructive feedback may help put your mission and your goals in perspective. They may uncover a diamond you thought was just a pebble, thus sending you off in a better direction.

4. Focus on your strengths. You may have heard the adage “Don’t try to teach a pig to sing-it wastes your time and annoys the pig.” Too often we try to force ourselves to become detail people when we’re not, or to climb the management ranks when what we enjoy and excel at is the rank-and-file work. Ask yourself: What am I really good at? What do I most enjoy? And think about a mission and goals related to those answers.

5. Deal with distractions. On the route to achieving your dream, you’ll find change, risk, surprise, stress, and perhaps even failure. But if you’re committed, you’ll adapt.

6. Do it! “The best way to predict your future,” says management guru Peter F. Drucker, “is to create it”. Once you know your mission and goals, that’s the time to get down to doing it.

It’s so in every field of endeavor. Writers must sit down and write; salespeople must sell; managers must manage; and painters must paint. Too often, though, people are locked into habits that prevent them from moving ahead.

They relive yesterdays, they invent excuses, they procrastinate, they doodle in the margins of life’s tablet instead of seeking to write their signature boldly. So don’t give up on your dreams but, instead, pursue them with passion.

Dr. Tony Alessandra, CSP, CPAE has authored 13 books, recorded over 50 audio and video programs, and delivered over 2,000 keynote speeches since 1976.

Copyright© 1999, Tony Alessandra. All rights reserved.

This article has been adapted from Dr. Alessandra’s book, Charisma (Warner books, 1998. Dr. Tony Alessandra is recognized by Meetings and Conventions Magazine as... “one of America’s most electrifying speakers.” For information about Tony’s keynote presentations, please call The Frog Pond Group at 800-704-FROG (3764) or email susie@frogpondgroup.com; http://www.frogpondgroup. com.

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Communicating With Your Customers

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hat happens when customers try to communicate with your company? For example, when they have a complaint or want some information? Is it a positive experience-one that will ensure their continued loyalty? Or is it a frustrating experience-one that will make them easy prey for your competitors?

I’m sure at sometime you have ended up in “voice mail hell” after you have gone through the “press one” for this and “press two” for that. In a recent customer service class, several participants told me that the impression they receive when they have to navigate through a long automatic routing system is the feeling that the company does not really care about the customer, just in saving money.

What about your company? Do you have several methods for customers to contact you? Or do you set up as many barriers as you can to try to force them to use your website?

Yes, websites definitely have a place in the communications mix, but customers should have other options, too.

Not everything can be answered in a FAQs section.

Are your systems highly responsive? Are your e-mails, voicemails, and tweets checked often? Do you have online, live chat available? Everyone is in a hurry today and they need information NOW, not in 48 hours as one company told me when I requested information. At least they set my expectations by telling me when to expect a reply. Many companies do not even do that.

portal to the company and your customers can literally plot their own course. The key is a variety of choices that make communication fast and easy because that is often one of the ways your customers judge your company and decide whether to do business with you or not.

In general, make your contact channels customer friendly.

I recommend that you perform a “dummy check” on your various methods to contact your company. Have a friend or business associate call your company to see how easy it is to get their questions answered. You may be surprised!

And as always, please think of me to help your organization establish a culture of true customer service or build better teams. peggy@peggymorrow.com Peggy Morrow, CSP, is President of Peggy Morrow & Associates. She is an author, consultant, certified professional speaker and training consultant in business for over 27 years. Author of two books on customer service, she has also published over 400 articles on management and customer service as well as being named a “content expert” for Inc Magazine’s web page, Inc.com.© 2012, Peggy Morrow. All rights reserved. For more information about this article or author, contact Susie@FrogPond.com. For the most current local Housing Trends, go to http://www.

HousingTrendseNewsletter.com.

In the “old days,” our method of communication with customers was by telephone or the written word. Then it moved to FAX and finally e-mail. Now you can put up a 30

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Pa-ZIG-ative Thinking

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eople who are doing better than good will be sensitive to the needs of others and do the little things that make a big difference.

Sometimes little things can make a big difference. One morning at IHOP, one of the places at which the Redhead and I periodically enjoy a late breakfast, we were served by a lady from India who was pleasant and effective. A brief conversation revealed that her husband was a medical intern and as we enjoyed our visit together we experienced a delightful breakfast.

There was then a moment when the Redhead excused herself from the table. The waitress brought me the check.

I signed it and included a $10 tip. The cost of breakfast was less than the tip. When the waitress returned from the cashier, I was seated in quiet contemplation. She approached me from behind, leaned over and gave me a brief kiss on the cheek, saying, “Thank you, Sir! Thank you so much!” I was delightfully surprised.

Then it dawned on me that for me the $10 amounted to a simple “thank you.” For her it might have meant the meeting of an obligation. I always tip at least $10, regardless of whether the bill is less than that. The reason is because each of my three daughters served as waitresses while they were in school, and I well remember how thrilled they were when they received a $10 or, in some cases, a larger tip.

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Sometimes when we have abundance, when we’ve been financially blessed, we neglect to value the feelings and needs of others. That little incident, which lasted only a brief moment, made a lasting impression on me—which leads to a very important point. A little kindness, a little thoughtfulness, a little compassion, can really impact the life of another person. And it takes so little time and involves such a small investment. Yet real joy can be the outcome. Little things do make a big difference.

Today I hope you will have an opportunity to say a word of encouragement, to give an extra big smile, to use a more enthusiastic tone of voice, or anything else that will give just a word of hope. The reality is, we never know but that the other person might be in the depths of despair, and a simple act of kindness could well literally be a lifesaver.

In addition, it involves joy on the part of the gifter. Joy is what you experience when you do something for someone else, someone who cannot reciprocate your kindness.

Think about it. Give it a shot today—and tomorrow, too!

Zig Ziglar is a beloved author and America’s motivator. He is the author of 25 books and offers training and consulting to organizations all across the globe. To learn more about Zig and his business visit his website at www.ziglar.com.

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Written By Zig Ziglar

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Empowering Your Agents:

Negotiation

reat recruiters are great coaches. They have a great sense of the business and pass that knowledge to their agents. This will be the first of a series of articles that address critical areas that agents need coaching in. It is called The Empowerment Series.

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you. Then we will come up with a counter offer price. At that time, I will gather all the evidence possible that proves that your counter offer makes your house the best house at that price in the entire area. I will attach this evidence (comparables) to the counter offer.”

One of the most crucial skills sellers’ want from their agent is the ability to negotiate. Most agents have no strategy. No strategy means it is not addressed in the listing presentation. This makes the agent vulnerable to discounting agents.

“I will put a cover letter on the counter offer, covering a few items: 1. Thanking the buyers for their offer.

2. Letting them know their agent is working hard for them and has earned my respect.

3. Letting them know that our counter offer, based on the evidence attached, makes the property the best house in the area for this price. And to please review the offer with their agent.

4. Telling them that the sellers (you guys) are very thankful for the offer and want to insure that all parties are pleased with the contract and want to create a win-win.”

Below is actual dialogue that is based on principle: “Mr. and Mrs. Seller, the most critical piece in the process of getting your home sold is the negotiation. Let me specifically detail how I will negotiate an offer on your home.”

“When we receive an offer I will immediately call the buyer’s agent and thank them for their hard work.

Commend them for a job well done, recognizing the fact that it takes a lot of hard work to find the right home for buyers and also to go through the contract process. I will also commend them for making the offer on (my sellers’) home.

“I want to enroll the other agent. We want to make this a win-win situation. Most agents negotiate win-lose or they have no negotiating strategy at all. Did the other agents explain their specific negotiating strategy? Wouldn’t you agree that this is the most important part of getting you the highest price?”

“Ok, back to this offer. I will let the agent know that we will get back to them promptly.”

“No matter what the offer looks like, even if it is way too low of a price, we do not have to get upset. The reason? We don’t have to sell it for that price!”

“Mr. and Mrs. Seller, wouldn’t you agree this is by far the best way to get the highest price for your home? Did the other agents demonstrate their skill and understanding in negotiation? Would you agree the ability to negotiate could get you 2, 3, 4 or 5% more for your home? So, you may be getting a listing fee discount of 1%, but it may cost you much more on what you actually receive from selling your home.”

If you want your agents to have more value in the listing presentation coach them to be more skillful. That is the value you should bring to your agents. Provide that kind of value and you will stop recruiting, and start attracting.

Rich Casto is Founder of Rich Casto & Company, The Real Estate Coaches, The Leading Management and Recruiting Solutions Experts. © 2008, Rich Casto.

All rights reserved. For information contact FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com; http://www.FrogPond.com.

“At that point, I will show you a snapshot of the market, both houses sold and those currently in competition with

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