CHRISTOPHER ARCE-DALE ESCROW OFFICER
Inside Features: John Crispo
EHM Real Estate
Douglas Elliman Real Estate
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EXECUTIVE OF THE MONTH
Christopher Arce-Dale Glen Oaks Escrow
EHM Real Estate
Douglas Elliman Real Estate
CALIFORNIA - AUGUST, 2018
E XECUTIVE AGENT
Empowering Your Agents: Negotiation -Rich Casto
Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 297-8323 Fax: (949) 266-8757 FArrias45@gmail.com www.ExecutiveAgentMag.com
Why You Shouldn’t Be Afraid of Making Mistakes -Craig Impelman
ADVERTISERS’ INDEX - CAL City of Hope.......................................................34 Finance of America Mortgage..............................2
Did You Know You Can Create Miracles? -Steve Rizzo
iPhotography Studio...............................................23 NAHREP..................................................................14 PWAOR.............................................................................15
The Termite Guy......................................................3
How to Solve Any Problem That Gets in Your Way -Jim Rohn
Photography: iPhotography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Ben Angel, John Boe, Haley Freeman, Jim Rohn, Walter Sanford, Dirk Zeller, Zig Ziglar Craig Harrison, Simma Lieberman, Chris Widener
Choose to Enjoy Life! -RVM
© Copyright 2018 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.
Is Technology On The Web Just Another Poorly Planned Open House? -Walter Sanford
E XECUTIVE AGENT
Written by Haley Freeman
tion is truly my reputation,” he says. “People don’t choose me for the logo on my business card. They choose me for the value I bring. My reputation is something only I can control.” As a young entrepreneur, John’s high energy and willingness to work harder than the competition aren’t the only attributes that have earned his clients’ business. He has also applied himself to becoming an industry expert, with the knowledge to answer questions and guide both first-time and seasoned buyers and sellers through a profitable real estate transaction.
former LA Golden Gloves competitor and personal trainer, John Crispo was inspired by a friend’s father to begin a career in real estate. John’s self-discipline and work ethic were honed by years in the ring as a wrestler and boxer, making real estate a natural fit. Turning his competitive drive from sports to business, he quickly acquired an accountability partner, a seasoned agent who could help him learn the ropes and advance quickly in the profession. Today, John is building his personal real estate brand at one of Orange County’s leading boutique agencies, EHM Real Estate. Working with a boutique firm puts John and his brand front and center with his clients. “My reputa-
John is a Pricing Strategy Advisor (PSA) certified by the National Association of REALTORS®. This designation qualifies him to analyze home values from varying perspectives and advise sellers about how to price homes profitably and buyers about how to make appropriate and competitive offers. “My knowledge in this area helps me set realistic expectations for my clients and make them more comfortable with the process. I can have honest conversations with sellers about the true market value of their home based on a detailed analysis, a conversation that can be difficult if they have an uninformed view of the market.” Because of John’s strategic advice, homes consistently sell quickly and above asking price. “My last listing sold in three days for $10,000 over asking. We had 10 offers the first day.”
Serving With Care, Commitment and Trust
John is also a leader among his peers, serving the Orange County Association of Realtors® as both an ethics advocate and member of the grievance committee. “I have a great interest in real estate law, and what I love most is helping people. Professional ethics have always been huge to me, and I base everything in my business on treating others the way I want to be treated. As an ethics advocate, I coach other Realtors® as to how their actions fit with our industry regulations and code of ethics. In my role on the grievance committee, I get to help agents who have grievances with each other, as well as members of the public who have grievances against Realtors®. Serving the industry this way is a great way to make sure I’m not violating any of the rules myself.”
called genuine is one of the greatest compliments I receive, because I don’t have to be anyone else. I can just be myself, and I really care about people.” John approaches real estate with the same philosophy he had when he competed in the ring: you get out of it what you put into it. He promises to serve all of his clients with care, commitment and trust. “You can’t enter a transaction half-hearted and expect to win. I’m here to go the distance with my clients and help them achieve their goal.”
John brings further value to consumers via his House 2 Home (H2H) Podcast, where he and Michelle Gorden of Alta Realty offer informative, fun and uncensored talk on timely real estate topics. “I like podcasts because they are an informal but informative medium, where I can give people a realistic tone of what’s going on in the industry. It’s nice that people can listen at their own pace. Leveraging social media is a must in the current business environment. It lets people know that you know what you’re doing, while seeing you beyond business as just a normal person. I’m not here to be Mr. Perfect.” His authenticity is one of the qualities John’s clients most appreciate about him. “I feel like being
John Crispo EHM Real Estate 31991 Dove Canyon Dr. Trabuco Canyon, CA 92679 Tel: 714.721.9815 Email: firstname.lastname@example.org Web: www.CrispoRE.com CalBRE # 01917048
Why You Shouldn’t Be Afraid of Making Mistakes
n the book How to Be Like Coach Wooden by Pat Williams, Coach Wooden described why he was occasionally bothered if his players didn’t make enough mistakes in practice: “I wanted my players to be active, I wanted them doing things and initiating. I didn’t want them worrying about mistakes. Mistakes made while expanding boundaries are what I wanted. If we weren’t making mistakes, we weren’t far enough out on the edge. If we weren’t pushing against the walls of our capabilities, we weren’t practicing properly. The time to cut down on turnovers is during games, not during practice.” In his book Wooden on Leadership with Steve Jamison, Coach described how this attitude applies to leadership and business: “A basketball team that won’t risk mistakes will not outscore opponents. The same is true for any organization. Fouls, errors and mistakes are part of the competitive process in sports, business and elsewhere. Don’t live in fear of making a mistake. “In sports, action often must be taken instantaneously to capitalize on an opportunity. In every organization, time is of the essence when opportunity knocks. “Hesitancy, indecisiveness, vacillation and fear of failure are not characteristics I associate with good leadership. “A leader must have Initiative—the courage to make decisions, to act, and the willingness and strength to risk failure and take a stand even when it goes against the opinion of others.” “Mistakes come from doing, but so does success.” –Coach John Wooden *** Coach Wooden believed that the person who is afraid to risk failure seldom has to face success, and that the only real failure is the failure to act when action is required.
In Wooden On Leadership, Coach described this basic principle: “I told our team many times: ‘Be quick, but don’t hurry.’ By that, I meant to make a decision, take action, decide what you’re going to do and do it. “Failure to act is often the biggest failure of all. Initiate quickly but not carelessly or in a hurried manner that makes a miscue more likely. I applied this same advice to my own actions. Do not be afraid of mistakes, even of failure.” In his book Wooden: A Lifetime of Observations On and Off The Court with Steve Jamison, Coach described his approach when decisions didn’t work out: “You can always look back and see where you might have done something differently, changed this or that. If you can learn something, fine, but never second-guess yourself. It’s wasted effort. If I put a substitution in during a game at UCLA and he immediately makes a mistake, was my decision wrong? Absolutely not. “It just didn’t work out. That was the decision I made based on past experience and without emotionalism. I made it with reason, but it just didn’t work out. Things don’t always work out. It’s also true in life. Does worrying about it, complaining about it, change it? Nope, it just wastes your time.” Focus on preparation; take action and no selfrecrimination when the results aren’t to your satisfaction. “If we allow the fear of failure to keep us from acting, we will never reach our full potential.” –Coach John Wooden As Coach Wooden’s grandson-in-law, Craig Impelman had the opportunity to learn Coach’s teachings firsthand and wrote about those lessons for his site, www. woodenswisdom.com. He is a motivational speaker and the author of Wooden’s Wisdom, a weekly “e-coaching module” that is distributed to companies nationally.
“If you’re not making mistakes, then you’re not doing anything. I’m positive that a doer makes mistakes.” –Coach John Wooden ExecutiveAgent Magazine
E XECUTIVE AGENT
Going Above and Beyond for Each and Every Client Written by Haley Freeman
ealtor® Casey Gordon is continuing a tradition of best-in-class service begun decades ago by his legendary father, Buddy Gordon. As the steward of the Gordon legacy for a new generation, Casey promises to go above and beyond for each and every client. Casey had the gift of learning the nuances of real estate
under his father’s mentorship, and he still remembers his first day on the job. “He had this huge corner office, and he shut the door and said, ‘I’m going to tell you this once. The only important thing in real estate is your client. Put your client first, above yourself and everything else, and the rest takes care of itself.’ That has been the philosophy of my business ever since.”
Like his father and grandfather before him, Casey first made his mark as a professional baseball player. His innate qualities of drive and perseverance helped him overcome obstacles and excel as an athlete from an early age. “I was never the biggest, strongest or fastest, but I was a good athlete. I learned that there were certain things in life I can’t control, but my work ethic was something I could control. I always had to work twice as hard to compete, but it taught me there are no limits to what I can do.” These character traits are an asset in Casey’s real estate practice at Rodeo Realty Fine Estates, where he is providing elite service to clients at every price point. “Clients deserve the best when they are buying or selling their greatest asset, and they have every right to expect it. I go above and beyond to create the ‘wow’ factor in everything we do, from our marketing to our customer service. When you’re selling a luxury brand, everything needs to be top of the line, so we do top-dollar advertising across print and social media. We are also putting ourselves ahead of the curve in video marketing. We don’t do brochures, we do luxury presentation books. Whether someone is buying a condo or a multi-million dollar property, we go above and beyond for everyone.”
wife, Amanda, as “the most amazing woman I know. I’m beyond in love with her.” And their son, Henry, is soon to become a big brother to baby number two. The extended family all live nearby, making time together a daily event. “Every waking second I get to be with my family is my heaven,” Casey says. Joined by his assistant, Brittani van der Meulen, Casey is building a winning team of like-minded agents with the goal of expanding the Gordon real estate legacy and helping more families become homeowners. “I recruit on character more than anything else. I like the service we provide and the way we do business. I want agents who are on the same page. I can train them to do the rest.” Casey is an inspiring leader, but he is also a team player. “Where I’m weak, I bring in someone who is strong, so our clients always get the best.” He also strives for constant self-improvement. “As an athlete, I learned to never compete with anybody else; learn from them. I never stop learning, and my competition is with myself. Today, I always want to exceed what I did yesterday.”
When challenges arise, Casey takes a different view than most. “I don’t run away from problems, I run to them, because that’s where I get to show my worth. I love what I do, and I love being someone’s advocate and helping them get what they want. For so many years, my passion was for baseball. When I discovered my passion for real estate, I determined to give it all I have.” Casey’s upbeat personality and zest for life charges every transaction with excitement. His energy rubs off on his clients and is reflected in their enthusiastic fivestar reviews with comments like, “the best Realtor® I’ve ever worked with - an absolute rock star,” and, “A man who not only knows his business but keeps his promises. Tireless; knowledgeable; conscientious - we simply can’t come up with enough positive adjectives! Five stars all around (make it six).” Casey’s greatest passion is his family. He describes his ExecutiveAgent Magazine
Casey Gordon Rodeo Realty 100 N. Westlake Blvd. Westlake Village, CA 91362 Tel: 805-750-9804 Email: email@example.com Web: www.caseygordonre.com CalBRE # 01880153
Did You Know You Can Create Miracles?
id you know that you can create miracles? Yes, that’s right. You can create miracles. In fact, our main purpose on this planet is to create miracles. Keep in mind that sometimes a miracle is nothing more than a shift in perception. It’s looking at something where at one point seems absolutely impossible to achieve, then with a shift in the way that you’re thinking, that impossibility suddenly becomes very possible. All miracles start with a single thought… and idea. Stay with me here and allow me to make my point. Besides being dead, what do Thomas Edison, Alexander Graham Bell and the Wright Brothers have in common? All three were inventors. Well, there was a moment in time where the light bulb, the telephone and a flying machine were just seed possibilities in the minds of the inventors. But the more attention and intention they gave to those thoughts, the more similar thoughts—or “likethoughts”—came into play. And the more like-thoughts that came in to play, the stronger their vibration to the Law of Attraction was, and so on and so on. Eventually, those small insignificant thoughts multiplied and evolved into powerful beliefs. And those beliefs eventually led to taking action, which played out into their experience and the Universal Law delivered wonderful circumstances, conditions and people to work in their favor, and their desires began to manifest. Were they confronted with challenges and doubts along the way? Absolutely! But they kept forging ahead. Until one day, behold, on all three accounts, a miracle took place. What once seemed impossible, even ridiculed and laughed at by the great majority, became a miraculous
happening for all to witness and praise. And all three, like all other inventions, discoveries, works of art, business endeavors and dreams that come true, theirs started with one simple thought—a simple shift in perception. A seed possibility. That, my friend, is how miracles happen. Here’s my point. Thoughts are the first step for all things to be. If you believe it hard enough and work hard enough, it will become reality. Not only does the above statement rhyme, but it is also a fact. Our greatest gift is the power of thought. And I don’t mean just the ability to decide between a salad and a sandwich for lunch. I’m talking about the ability to change your environment with your mind! It is the foundation of free will. Thoughts are pure energy that can take you to the highest of highs, or the lowest of lows. Each and every one of us has the power to shift our way of thinking to transform our lives from failure to success, from unhappiness to fulfillment and from lack to abundance. You didn’t think you were that powerful, did you? Well, you are! We all are! It’s just that most of us don’t know it. People are more in control of their lives than they think. Steve Rizzo is a personal development expert, comedian and author known as the Attitude Adjuster. Steve worked as a comedian, sharing the stage with Jerry Seinfeld, Rodney Dangerfield and Ellen DeGeneres, among many others, before becoming a motivational speaker and author. He has been inducted into the National Speakers Association’s Speakers Hall of Fame. Visit his website at SteveRizzo.com.
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Nomination Form Nominate a fellow REALTORÂŽ 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: 949.297.8323
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CHRISTOPHER ARCE-DALE ESCROW OFFICER
Written by Haley Freeman - Photography by Ian Wiant
compelled to leave my position of 11 years and make the change. I saw something truly unique here in a leadership team that works alongside its employees, empowering them to help clients in the communities we serve.”
Meet Christopher Arce-Dale, Branch Manager in Laguna Niguel. Christopher joined the company five years ago because he saw that from the top down, Glen Oaks Escrow is a company that cares. “Our mission, vision and values system is more than just a statement on a wall. The leaders of this company absolutely live them. When I first met with the owner, Scott Akerley, I was
After growing up in North Orange County, Christopher has made South County his home for the past 20 years. He began his professional career as an insurance underwriter, but found little satisfaction in work that deprived him of meaningful interactions with people. Looking for a career change, he took a cut in pay to work as a receptionist for an escrow company. His gracious nature and attention to detail quickly opened doors to advancement, and soon he was an escrow officer. “As I dove into connecting buyers, sellers, and Realtors®, I found that it resonated with me. I excelled at it.”
len Oaks Escrow is one of Southern California’s largest independently owned and managed escrow companies, with roughly 250 employees across 25 office locations. This company stands for values like kindness, integrity and teamwork. It is a company on a mission to enhance the lives of the people, partners and communities it serves, with a vision of making raving fans out of everyone it touches.
Today, Christopher is a producing branch manager who leads the highest-rated escrow team in Orange County. He is an unrivaled expert in his field, having successfully handled more than 19,000 transactions so far in his career. No matter the complexity of a particular transaction, Christopher is both able and eager to attend his clients through every step to a favorable close. His team of nine strives with him each day to deliver not just service, but service with distinction. “We want everyone we encounter to experience the vision and walk away happy, so we make every effort to make their experience fantastic!” When it comes to building trust with all parties to a transaction, consistency is key. “We make the experi-
ence consistent for every client, and Realtors® count on us for that. We also communicate beyond anything our competitors offer, and it’s one reason I think we garner a lot of referrals. We take our role as a neutral party very seriously, while maintaining communication across all aspects of a file, letting all parties know if a challenge has come up. When someone opens a new escrow, I personally call and introduce myself, and that often surprises people. All communication continues to be driven through me, all the way to closing. And as we go along, I try to look at the transaction from a Realtor® perspective, a buyer perspective and a seller perspective to make sure we’re meeting each of their needs.”
Vision & Values Christopher is fulfilling his company’s vision of making raving fans out of everyone he serves. The proof is in the over 100 five-star Yelp reviews that detail his quality service. One first-time homebuyer shared: “Closed a quick, 15-day escrow a few days ago for our first home purchase. It was great working with Christopher and his team. Everything happened fast but smoothly. Great communication and very conscious to security and privacy of our information that was being sent back and forth. I felt comfortable with the whole process. Thank you for working hard on getting our short escrow closed! Christopher believes that maintaining a positive work environment is vital to retaining key team members, many of whom have been with him for eight years. It is also a key element in creating a fluid client experience. “It’s not common to have that kind of longevity on an escrow team. But we all work so well together, and people here love their jobs. We allow everyone to grow in their positions and
reach their potential. We also inspire everyone to know their worth. Everyone’s job is important and critical to the process. This is not a one-man show. Every day before anyone leaves, I thank them for their hard work or recognize them for something they did that day. When we get positive reviews and kudos, I always share with the team. And if someone gets a special mention, everyone rallies around that person. It creates a kind of positive competition that drives everyone to do better for each other, themselves and our clients.” Christopher has developed exclusive concierge service protocols with 11 value add-ons that set him and his team apart. To name a few, these include: providing mobile phone numbers so Realtors® can obtain information 24/7; access to a complete HOA database; detailed weekly status reports; and net sheets that can be requested and generated in minutes.
Recently, Christopher has gone through the process of selling and buying his own home with his husband, Carlos. He says it has been a great reminder of just what his clients are facing every time they put a transaction in his hands. “It reinforces for me why people aren’t just a number or a file. We are dealing with people’s lives and probably one of the largest financial transactions of their lifetime. The process is stressful for me, and I do this for a living. It has given me fresh perspective and strengthened my resolve to have even more compassion when serving our clients.”
“These responses create a wall that is hurtful to people. We’ll always put forth the extra effort to take care of our clients, and if it means we need to stay late, we’ll do it.” In this company where people matter, Christopher and his team are making a difference at a time when the stakes are high. “This is not just a job to me -- a place to punch in and out and collect a paycheck. Even though it can be stressful, I love every minute, because I honestly care about the people and the process. I want everyone to end a transaction with me knowing I cared enough to work hard for them, and I hope they enjoy their new home!”
Some words you’ll never hear from Christopher and his team are “It’s not my job,” and “It’s past work hours.” ExecutiveAgent Magazine
CHRISTOPHER ARCE-DALE Glen Oaks Escrow, 28202 Cabot Rd., Ste. 205 Laguna Niguel, CA 92677 - Tel: 949.625.6751 Email: firstname.lastname@example.org - Web: www.glenoaksescrow.com ExecutiveAgent Magazine
IS TECHNOLOGY ON THE WEB JUST ANOTHER POORLY PLANNED OPEN HOUSE?
ell you guys, It’s happening again. We’ve got a new spider web for real estate buyers and sellers. You know, one more to add to our long list of up-time, open houses, non-solicited personal referrals and walk-ins. There will be many that will argue with me that all of the above mentioned lead generations have been profitable one time or another, but one thing is true with all of the above and that is they require a decision of the client to interact with you and not visa versa. These are all methods called passive prospecting or passive lead generation. Basically you build your web and you wait for your client. In fact, the new vernacular is to make your web site sticky! For 25 years I have tried to add value to every client-agent relationship. Whether the lead was pro-actively obtained or passively obtained. I have found that the dividing line between top producers and low producing real estate agent is usually that the low producers depend on a passive form of lead generation without good interaction skills and have no pro-active methods to obtain leads. I am worried that the web will become just another poorly planned open house. I believe it is the brokers’ and managers’ responsibility to hold their real estate agents at a much higher competence level. They must make sure that there is a business plan in place to effect the client’s lives for the better not just order takers. Remember there are web sites much bigger than any of us will hope to be that are going to be professional order takers. What we must learn as we have in the past, is we must turn our passive lead generation activities into client pleasing activities and supplement the business with more pro-active activities. We have taken the open house and shaken it up over the last few years. My students have learned how to:
• We have added additional advertising sponsored by affiliated lenders so that more people will be able to find the open houses. • We have had multiple open houses in the usual time of 12:00-3:00 so that each open house is shorter but more people will be able to see different homes. • Lastly, we have implemented follow-up campaigns including thank-you notes and search systems supplied to the potential buyers. This takes the usual passive open house and turns it into a pro-active prospecting client pleasing and helpful activity. We are doing the same with the Internet. No longer should a real estate agent be encouraged to have a web site that does not pro-actively change the client’s life. It’s no longer good enough to build your web site, have pretty pictures and have your listings on there and hope that someone will contact you. It is time that we built complete business plans around our web sites. For instance, maybe have a section on absentee owners. The real estate agent would call and write to absentee owners and direct them to the web site for copies of rental applications and other services supplied to people who own real estate in the real estate agent’s town but do not live there. Or maybe a section on alternative agent compensation programs that will educate the clientele on different ways that they can pay for a real estate agent’s services. The bottom line is the days of waiting for an incoming phone call from an ad, a walk-in, or someone at an open house is over. The Internet and a real estate agent’s personal web site should not be just more of the same. Let’s build ancillary services around these contact points and fill them with value.
• Notify all of the clients surrounding the open house, including the agent’s database so they will all be excited about the open house.
Choose to Enjoy Life!
e have a choice to make our life interesting and exciting, or we have a choice to get into the mundane of life. When we get into the mundane of life, life escapes us, to be gone… never to return. Very few of us actually take it up as a challenge to enjoy life and to make it exciting. Most of us just slip through life. We drive through life as if we are driving on a highway without choosing to go left or right. We just keep going where the road is going, and at the end, we arrive at a destination that we may not have decided to reach. But because we did choose to go where we want to go, we have reached and arrived somewhere else.
Stop! Don’t just drive through the highway of life, but think who are you? What do you want? Where you want to go? If you keep going where you are going, will you get to where you actually want to go? When you get to where you were going, will you be happy? These questions must always be on the top of our minds , and they must decide the direction and where we are going. RVM is a ‘Positivelife’ philosopher, an Author, Speaker, Poet, Singer, Philanthropist and Motivator.
E XECUTIVE AGENT
Written by Haley Freeman
ealtor® Kimberly Doner is young, savvy and eager to help you buy or sell your next California home. After achieving #1 top-producer status among an office of 250 agents in the South Bay, she joined Douglas Elliman in 2016, one of the nation’s largest residential real estate companies and a service leader in luxury markets around the globe. She is now working alongside some of the top agents in the industry, but that doesn’t shake her confidence. “I’m not at the top
in my office anymore, but I prefer it that way,” she says. “I have more to strive for.” From her office in beautiful Manhattan Beach, Kimberly is continuing to shine as a professional who works smart in addition to working hard. She possesses numerous certifications that certify her as a real estate expert, but she says, “The best experience is doing transactions and getting hands-on, as opposed to sitting in a classroom.”
Kimberly has gotten plenty of hands-on experience during her decade-long career, as she is approaching $70 million in closed transactions. This go-getter trades on results, not promises, delivering a consistent list-to-sales price ratio of 107 percent with an average of less than 10 days on market.
Demand for Kimberly’s representation is so great, she has begun building a team to ensure that her clients receive seamless customer service. “My goal is to always outperform myself by increasing my sales volume year over year. My full-time, licensed assistant, Lauren, makes it possible to continue on this growth trajectory.”
With 62 five-star Zillow reviews and counting, Kimberly’s past clients are eager to share their opinions about what makes her service extraordinary. A recent seller reported: “Our experience in selling our California home with Kim Doner has been incredible. Being in the mortgage business, I know a lot of agents. She went above and beyond our expectations as a Realtor®. The suggestions she made from staging, updating, repairs and cleaning really made the difference in the sale of our home. We did not expect to get so many offers so quickly and well above asking price. We were out of the state and she handled all organizing and scheduling of our property. There would be no hesitation to use Kim again and recommend her to all of our friends. She is a true professional and has extreme talent in real estate.”
As the wife of a firefighter/paramedic and the mother of two little girls, Kimberly has the added challenge of juggling duties by taking care of her girls (often times by herself for days at a time due to her husband’s work schedule) and working days, nights and weekends. The loving support she receives from her close-knit family makes it possible for her to maintain balance in the personal and professional spheres of her life. She says her motto is “work hard, play hard.” She and her husband are both winter sports enthusiasts and look forward to teaching their young daughters their favorite sport, snowboarding.
First-time buyers who described Kimberly as “highly personable, extremely knowledgeable on the South Bay, and a great process guide,” went on to relate the outcome of their transaction: “Kim started by asking what WE wanted in our first home (honestly, this is more rare than you think - most agents tell you what you should want without listening to you) and armed with that information, she guided us on the best locations in the South Bay to begin our search. But Kim’s real value kicks in after your offer is accepted. Her deep knowledge for the home buying process and her responsiveness to our questions put us completely at ease throughout escrow. In addition, Kim’s network of inspectors, handymen, and contractors helped us take care of all the necessary work needed on our new home before we moved in. And to top it off, after we closed, Kim and her assistant Lauren offered to help manage some of the work being done on the home while we were on vacation (even offering to go to the home to let workers in!).”
Known for her honesty, responsiveness and care, Kimberly remains connected to the families she represents during a real estate transaction and long after it closes. She creates lasting friendships founded on respect and trust, while striving to deliver premium service and unparalleled value. “By doing the right thing every time, I hope to earn my clients’ business for many years to come.” Kimberly Doner Douglas Elliman Real Estate 3701 Highland Ave., Suite 200 Manhattan Beach, CA 90266 Tel: 310-720-7933 Email: email@example.com Web: http://www.kimberlydoner.com CalBRE # 01828186
Doing the Right Thing Every Time ExecutiveAgent Magazine
How to Solve Any Problem That Gets in Your Way
ou know the importance of applying discipline and effort to overcome any problem that stands in your way. But some problems call for more than steely determination—they require you to step back and apply some mental power. If you’re faced with a roadblock like this, put it all down on paper. When you write a problem down on paper, you take the emotion out of it. With the emotion gone, you can look at the roadblock objectively. You can figure out what you did right. You can figure out what you did wrong. You can figure out how to change it. Here’s what you do: Pick a problem out of your head and pull out a piece of paper. Draw a line down the middle of the paper. On the left-hand side, jot down the problem in detail. We’ve got so much going on in our heads that it may just be difficult to isolate this particular problem. Just state it the best you can. On the other side of this paper, you’re going to write some solutions. There are three questions to ask yourself to generate those solutions, to solve almost any problem. The first question you need to consider is this: What can I do? You don’t want to go any further than that if you can solve the problem yourself. Start jotting down any options that come to mind. Lay out the alternatives. Then begin analyzing them. “Let’s see, number three… no, that one would take too long. I haven’t got that much time. OK. Number two? Not sure. OK. Let’s look at number one. Maybe the one I thought of first is my best one.” If that doesn’t seem to work, here’s the second problemsolving question: What could I read? Maybe there’s a book on your problem. Somebody may have spent a lifetime trying to figure out this problem. You could receive
the instant benefit of this person’s advice if you take the time to look. Maybe it’s concisely written somewhere. You don’t need to reinvent the wheel. If you do your homework, you just may find the solution. Start taking notes on what you’re reading. Book number one: This guy’s crazy. Book number two: This guy’s too shallow. Book number three: This guy’s got some interesting things to say about this problem. If that still doesn’t work, then ask question number three: Who could I ask? What should you have ready when you ask somebody to help you? You’ve got your notes to show them. You say, “You know, I’ve tried my best to figure it out myself, and it has left me short. Here are some of the books I’ve read. Here are my notes. I’ve researched this material, and I’m still confused. Could you possibly help me?” You can’t believe how willing people will be to help you if they know that you’re willing to help yourself. I promise you, if you try these ideas and ask these questions when you’ve got a problem, you’ll be able to solve just about anything that gets in your way. 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.
Empowering Your Agents:
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. 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.
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.”
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 32
“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!” “At that point, I will show you a snapshot of the market, both houses sold and those currently in competition with 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.”
“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.”
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.
“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 ExecutiveAgent Magazine
Our bone marrow transplant reunion is now standing room only. Each year, City of Hope invites bone marrow transplant recipients and their families to attend the “Celebration of Life” event. It’s a joyous time during which survivors of blood cancers such as lymphoma, leukemia and myeloma embrace their health, their life and each other. It began more than 35 years ago when City of Hope created what is now one of the largest and most successful bone marrow transplant programs in the world. In fact, we’ve completed over 11,000 transplants and, according to national reports, our outcomes are among the best in the nation. The goal of curing cancer isn’t just something we work at. It’s what we live for. If you have cancer, make us your first call. Or ask your doctor for a referral. We accept most insurance. 800-826-HOPE
WE LIVE TO CURE CANCER. Science saving lives. cityofhope.org/bmt
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WHO WE ARE Established in 2011, the USA Homeownership Foundation, Inc. DBA Veterans Association of Real Estate Professionals (VAREP), is a nonprofit 501(c)(3) organization dedicated to increasing sustainable homeownership, financial-literacy education, VA loan awareness, and economic opportunity for the active-military and veteran communities.
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