August s san diego

EXECUTIVEAGENT MAGAZINE

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Dustin & Alexandra

Shepard

Executive Agents of the Month

Inside Features: Clendenen Group CENTURY 21 Award

Greg Roberts Kinecta Federal Credit Union

Tonya Suggs imortgage

Your career with imortgage? The sky’s the limit! ● If you’re a loan officer or production assistant determined to take control of your high-flying career, now’s the perfect time to target imortgage. ● imortgage and its partner, loanDepot, have combined to become one of the top five* private mortgage lenders in the United States. ● imortgage is not only the perfect place to land. It’s the perfect place to launch the next phase of your exciting career.

Watch your career take flight with us. Call today!

(619) 928-0127 Michael Stowers, Branch Manager Direct Mobile

(619) 928-0127 (619) 520-9138

NMLS ID 60866 michael.stowers@imortgage.com imortgage 7777 Alvarado Road, Suite 701, La Mesa, CA 91941. Licensed by the CA Department of Business Oversight CRMLA 4131040. Corporate NMLS ID 174457. All rights reserved. 07012014. * Source: Mortgage Executive Magazine 2014.

contents

Southern California’s Publication for the Real Estate Professional

ExecutiveAgent

Magazine

August, 2014

S. San Diego

Editorials

Cover Story

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

32 - Scott Gross: Emotional Labor

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

ADVERTISERS’ INDEX

08 - Terri Murphy: Selling With Style

City of Hope..................................35 Evergreen Realty HomeSmart..........6

14 - Walter Sanford:

“I Endorse My Agent Because..”

Greenpath Funding.........................11 imortgage....................................2

28 - Steve Yanoviak:

i Photography Studio...............23 & 36

Clever Idea For Obtaining New Leaders

Kinecta Federal Credit Union............31 Mike Ferry.......................................10 PWAOR..........................................30

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The Termite Guy................................7

Dustin & Alexandra Shepard Executive Agents of the Month

Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Lalaena Gonzalez–Figueroa, Shannon Hartsoe, Haley Freeman, Steven McReynolds

12 Karen & Thad Clendenen

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26 Greg Roberts

Tonya Suggs

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© Copyright 2014 Executive Agent Magazine. All rights reserved. Reproduction in whole or in part without written permission is prohibited.

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

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E XECUTIVE AGENT MAGAZINE

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Written by Shannon Hartsoe

T

onya Suggs always knew she wanted to do something in life to help others. That’s why, fresh out of high school, the Iowa native joined the U.S. Navy and became a nurse, stationed in San

Diego. But active duty during war time would convince Tonya she’d have to help others a different way.

“Shortly after being stationed in San Diego, Desert Storm broke out and I was moved to Balboa Hospital to take care of our wounded soldiers,” Tonya recalls.

“It was a very dark time, seeing our young soldiers flown back from war fighting for their lives. This was extremely difficult and I soon realized I would have to find another way to make a difference because nursing was not for me.”

Tonya finished her duty with the Navy then enrolled at San Diego State University, earning a bachelor’s degree in business finance.

“Soon after graduating, I obtained my real estate license in 2002 and began my career in mortgage lending,” she says.

Today Tonya is a trusted loan officer at imortgage, and she has no doubt that lending is the perfect career choice – something she realized as soon as she started.

And even more importantly, she’s been able to fulfill her desire to help others, including active duty service members and veterans.

“I take great pleasure in helping borrowers achieve the American dream of home ownership,” she says. “I take great pride in being a VA home loan specialist and helping active duty military and veterans. It’s a way in which I can give back.”

Tonya Suggs ExecutiveAgent Magazine

We have a loan for every home... simple as that.® Tonya has seen plenty of industry changes during her 12 years as a lender. She started as the refinance trend was exploding then rode out the housing crash of the mid - to late 2000s.

Those dramatic events have significantly changed the profession. “Lenders are under the microscope to ensure fair lending practices for borrowers and the loan process has gotten very thorough and sometimes grueling,” Tonya says. “This is why it is so important to go with someone who is referred and someone you can trust.”

“It’s a very challenging industry, yet very rewarding,” she reveals. Looking back, Tonya says the most important part of her job, the one that will never change, is providing the best customer service possible.

“I am passionate about giving my clients the best service I possibly can, knowing that my clients are entrusting in me what will probably be their biggest investment in their lifetime.”

That’s one of the reasons she’s very happy being a part of the imortgage team, one of the nation’s largest independent mortgage banks. Tonya notes that she has worked at three different companies during her lending career, and feels that she’s found her home at imortgage.

“The team is incredibly dedicated and committed to closing loans and striving for the “wow experience” in customer satisfaction,” she states. Tonya also likes that imortgage has its own on-site marketing department to assist real estate partners. “Building relationships in this industry is paramount.”

girls that last year walked 60 miles to help raise more than $12,000 for Susan B Komen cancer research.

She also supports St. Jude Children’s Research Hospital and the American Society for the Prevention of Cruelty to Animals (ASPCA).

Says Tonya: “We must look further down the road than the-end-of-the-month fundings to find self-worthiness and happiness.”

Her achievements include being a member of the Million Dollar Club and Eliant Certified for customer service.

Whether as a nurse tending to war wounded or helping Southern Californians find the best home financing possible, Tonya’s impact on others comes from her deep-felt desire to make a difference.

“My clients are clients for life and become friends throughout this sometimes not-so-painless process,” she says. “When looking into getting a mortgage loan for what will be your biggest investment, you really need to go through someone who is trustworthy above all, and my clients know they are in great hands.”

Tonya Suggs imortgage 7777 Alvarado Rd., Ste. 701 La Mesa, CA 91942 Tel: 619-549-1069 Email: Tonya.Suggs@imortgage.com NMLS ID 238990

Helping people finance their homes is not the only way Tonya works to better her community. She is an avid breast cancer supporter and created a team of

imortgage is licensed by the CA Department of Business Oversight, CRMLA 4131040. NMLS ID 174457. Equal Housing Opportunity. All rights reserved. 2014.

“Compassion to Lending” ExecutiveAgent Magazine

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

call us at 949-753-7888

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Selling With Style

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

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

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

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

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

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

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

ExecutiveAgent Magazine

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Written By Terri Murphy

characteristics of their personality that can help us help them.

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

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

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

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

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

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

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E XECUTIVE AGENT MAGAZINE

K

aren Clendenen has never forgotten her first job.

She was just 13, working as a waitress, or more specifically, a “car hop” in the Central Valley farm town of Turlock. The preacher’s kid grew up without the material things many of her friends enjoyed. But a can-do attitude and a laser-like focus on what needs to be done, rather than whining about a lack of fanciful things, helped shape this long-successful Realtor’s® work ethic from early on.

That outlook significantly influenced her son, Thad. So much so that today they are partners in The Clendenen Group at CENTURY 21 Award, serving San Diego County for the past eight years. It’s a career that Thad never expected to pursue. “I was raised in the business

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since my mom has been selling real estate when I was 8 years old,” recalls Thad, adding that his dad worked as a barber for 40 years. “Ironically, seeing her work the long hours and keep up with the intense schedule that the business demands, I always said I would never sell. Never say never!”

Hard Work Pays Off Karen married at age 18, the same year she bought her first home – a two-bedroom, one bath property with a duplex on the far side of the acre lot. “This duplex made the house payment while my income could support the rest,” she says.

“I learned at that time what real estate could allow you to accomplish. There are so many options in real estate.”

ExecutiveAgent Magazine

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Karen & Thad Clendenen

By Shannon Hartsoe

But she wouldn’t work in real estate until many years later. First, she worked in the super market industry for 20 years. “I went to school at nights and got my real estate license in 1983. I put my license with a local agency and worked both jobs for 2 ½ years.”

When she finally went full time into real estate, Karen’s hardworking background translated well. “I grew up knowing if I wanted anything in life I would need to get up and go to work harder than anyone else around. I saw real estate as an opportunity to allow me to accomplish my goals.”

For Karen, real estate isn’t about sales, it’s about people. “I have never thought of myself as a sales person.

I have always wanted to assist families, friends and acquaintances in building their dreams. I am so proud of the clients that I worked with 30 years ago to see how they have grown their portfolio.”

Like Mother, Like Son Ask Thad what drives him as a Realtor® and you’ll think you are speaking with Karen. Phrases like “hard work,” “dedication to client,” “people come first” flow naturally from him. Credit his working-class background.

“I grew up working on cattle ranches and spending the better part of the summer getting up at the crack of dawn and working horseback until dark,” Thad says. “Hard work and learning that you have to so you can make your own way in this life is what I owe to my parents and another mentor, a close family friend named Ron Gomes.”

The Main Thing in a Changing Industry After more than 30 years of meeting the many needs of very diverse clients, Karen shares the key to success in real estate. “Client service and follow through will always maintain success,” she says. “An agent will need to be involved in their community and give back and gift forward. Education in your industry is a must.”

Taking classes is also important. Karen is a graduate of the Real Estate Institute, a Certified Residential Specialist and Senior Residential Specialist.

“Working for a high-quality company like CENTURY 21 also plays an important role,” she says, citing the company’s benefits, technology and resources that help Realtors® succeed. “Our clients realize when giving a listing with our company that they have more exposure than they could ever expect.”

Thad, who holds a bachelor’s degree in business management and has served in the Marine Corps, says his biggest surprise since joining his mom in 2006 has been how many people it takes to ensure a successful transaction.

“There are a lot of spokes in the wheel and everyone must communicate effectively and leave their egos at the door,” Thad states. “It is about the clients and keeping the stress off them as much as you can all the while delivering first-class service and running interference for them when you can mitigate problems that may not need to be brought on them.”

And he’s quick to acknowledge that working with his mother is a true blessing, professionally and personally.

For Karen, Thad has brought a special dynamic to the team. “We have always complimented each other with the strengths in different areas. A team has so many opportunities to benefit a client.”

Karen & Thad Clendenen CENTURY 21 Award 1306 Main Street, Suite 101 Ramona, CA 92065 Tel: 760-213-0335 - 760-445-0958 Karen@clendenengroup.com Thad@clendenengroup.com Web: www.ClendenenGroup.com CalBRE # 00843654 - 01760534

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“I Endorse My Agent Because . . .”

A

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

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

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

Seldom, will anyone refuse to write such a letter.

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

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

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

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

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

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

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

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

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

ExecutiveAgent Magazine

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Dear Mr./Mrs. Johnson,

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

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

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

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

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

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

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

ExecutiveAgent Magazine

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EXECUTIVEAGENT EXECUTIVE A GENT Nomination Form Nomination Form

MAGAZINE TM

MAGAZINE

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

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

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

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Cover Story

Dustin & Alexandra

Shepard

Executive Agents of the Month

ExecutiveAgent Magazine

Dustin & Alexandra

Shepard

Written by Shannon Hartsoe - Ian Wiant Photographer

A

lexandra Vinson-Shepard and Dustin Shepard both got early starts in the real estate industry. They’ve used that experience to become one of the most successful duos in the South San Diego real estate market, proving that ambition and a customer-centric business model go a long way toward building the perfect team.

Each had experienced a high level of success as individual agents. But when this husband and wife pair decided to join forces, they were determined to offer a level of service above and beyond the typical agent, a formula that has made them one of the area’s most accomplished teams.

“Statistics show that 95 percent of all real estate sales are being represented by the top 5 percent of all the agents in the industry,” says Dustin. “We have consistently maintained the status of being in that top 5 percent since obtaining our real estate licenses. This means we encounter

and experience more on a daily basis than 95 percent of REALTORS®. Those experiences help us provide the knowledge and superior service our clients deserve.”

Taking The Path That’s Presented Coming from a family where Zig Ziglar tapes replaced music on the family stereo, it was only natural that Alexandra desired to work. So she decided to get her first real job at the young age of 16. “I applied at all of the places that would be considered typical for a person of that age,” she says. “Fast food, clothing stores, video stores, I applied everywhere.” As luck would have it, she stumbled upon an escrow company that had an opening for a parttime receptionist. She applied and was hired. Here, she received an early education in the financing side of real estate -- not that real estate was completely foreign to her.

Alexandra’s father was one of the most successful listing agents in the San Diego area.

ExecutiveAgent Magazine

Eventually, Alexandra obtained her real estate license and joined her parents at their brokerage, Coldwell Banker Royal Realty in Chula Vista. “When I decided to get my REALTORS® license, he was like my own personal Obi Wan Kenobi,” she laughs. “He really took me under his wing and taught me everything he thought I needed to know.”

At first, she says, her naturally introverted, sensitive nature was holding her back. “Other agents made me cry, but I was determined,” she says. Today, Alexandra allows

her compassionate personality to help her clients, and her patience and grace make her the perfect mentor for other agents. “Everyone starts somewhere and if I can go from being a shy little mouse to the tough person I am today, anyone can do it.”

Dustin also comes from a real estate family. “Being a third-generation REALTOR® has taught me more about the industry than I could ever have learned from classes or college,” he says. “It was truly real-life training and I would not change those lessons for anything.”

ExecutiveAgent Magazine

A Family Business Continues to Expand At the age of 12, Dustin relocated from his mother’s house in Riverside, to join his father in San Diego, where he began helping him with his real estate business in Chula Vista. At first it was little things like running errands, or helping with paperwork. But by the time he was 17, Dustin’s hard work and technological aptitude began to impress those around him. He was given the opportunity to assist the largest real estate company in San Diego’s South Bay, helping them sell HUD-owned homes and updating the company software to run more efficiently. Within a year he was handling the company’s marketing department and opened his own company assisting area REALTORS® with their marketing needs – at one point managing accounts for more than 500 real estate agents.

In 2004, Dustin decided to move from marketing to sales and became a full time agent. To date, he’s sold nearly 500 homes. That’s nearly 500 satisfied clients and the opportunity for repeat and referral business.

A Team Focus When Dustin and Alexandra decided to form a partnership, they did so to meet the growing needs of their

thriving clientele base. With Dustin’s strong technological expertise and Alexandra’s award-winning customer-service, the two have created a team that is nearly unstoppable.

In 2013, the duo closed 52 transactions and is on track to close even more for 2014.

“We try everything,” says Alexandra. “Some things don’t work, but you learn as you go and you adapt your business to both the market and the needs of your clients. If you don’t try everything, you will never know what works.”

“Any successful REALTOR® gets work from several different areas,” adds Dustin. “We continue to put in 10-hour days and we try a variety of marketing strategies to attract new business and to market our listings.”

Those strategies include everything from traditional mail, cold-calling and holding open houses to more cutting-edge lead generation methods such as multi-media presentations and a healthy online presence. True children of the Internet age, the two maintain a paperless office and have built one of the most innovative websites in the industry.

ExecutiveAgent Magazine

Because buyers in the San Diego market are facing affordability issues, the two have become extremely adept at helping them find the right financing for the home of their dreams. “Down-payment assistance is there,” says Alexandra. “But it’s important to work with agents who know where to look.” With their combined experience and local-market knowledge, Dustin and Alexandra are able to help their buyers – including a recent transaction with a single father to four children. “It was very important to him that we stay within his price range, and he really didn’t think we would be able to do it, but at the end of the day, we were able to get him and his family into a home that was perfect for them,” says Alexandra. That’s the kind of dedication Alexandra and Dustin give to each and every client.

“Many real estate agents think that the closing is the end of their relationship with their client,” says Dustin. “We think that is just the beginning and continue to assist our clients long after and in many instances we have relationships that have out-lasted the business aspect and have become lasting friendships.”

The two keep their hands on the pulse of the market by participating in multiple professional organizations and staying abreast of changes in the always-fluctuating market.

Clients Are Family Too Alexandra and Dustin admit that the close family atmosphere at Coldwell Banker Royal Realty is a plus not only for them but for their clients as well. For both of them, family comes first.

And Theirs Is Growing With a young son at home and a daughter on the way the two make sure to carve out time together as often as they can, whether it’s playing golf or entertaining at home. That, says Alexandra, is the ultimate measure of success.

“Money comes and goes, but we’re blessed not only with the family business but with a strong marriage and close-knit group of friends and our children,” she says.

While it can be hard to find balance with the demands of a growing real estate business – and a growing family, Alexandra and Dustin say it must be done. “Being in business for yourself can be all-consuming,” notes Dustin. “But it’s important to take a step back every now and then to give back to yourself and to your community.”

ExecutiveAgent Magazine

Alexandra Vinson-Shepard Dustin Shepard Coldwell Banker Royal Realty 861 Anchorage Pl. Chula Vista, CA 91914 Tel: 619-370-4576 Email: alexandracvinson@gmail.com Web: www.timeforhomes.com CalBRE # 01344084 - 01410160 ExecutiveAgent Magazine

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It’s Conference Time!

Are you ready?

Y

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

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

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

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

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

Should I contact anyone in advance to arrange a gettogether?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Written By Sheila Murray Bethel

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Greg Roberts ExecutiveAgent Magazine

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Knowledge, Passion, Commitment Written by Shannon Hartsoe

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omehow, Greg Roberts always knew he’d go into sales. Even as a child it was easy for him to build rapport and communicate effectively, no matter who he was speaking with. As a teenager, Greg was so driven to buy a waterbed – all the rage back then – he sold enough candy to buy one himself without any help from his parents.

These days, as a mortgage loan consultant with Kinecta Federal Credit Union in San Diego, Greg is focused on the needs of his clients, helping them understand the loan process and working closely with them to achieve their financial goals. “I have a responsibility to give them the best possible options based on my informed professional opinion,” he says. “But in order to validate my opinions, I must first be a good listener.”

A positive person with energy and vibrancy to spare, Greg’s dedication to his clients is unwavering. That commitment means being on call, seven days a week, 24 hours a day. It’s not necessarily convenient, but Greg is one loan consultant who truly believes that the customer always comes first. “There is a tremendous sacrifice and effort put into a mortgage transaction by all parties but the buyer is the Holy Grail,” he states. “A good loan consultant must possess a unique skill set to be able to navigate a buyer through the loan process and be able to keep the real estate agents and other parties in tow. I have a passion for customer satisfaction and being a true professional with exceptional knowledge in the lending industry has afforded me success for the past decade,” says Greg.

His diversified background in residential mortgage and financial services enables him to view a loan application from multiple angles and identify solutions that are best suited to each client. As a former small-business owner, Greg identifies strongly with the needs of homebuyers.

“This is likely the largest single investment of an individual’s life,” he says. “The underwriting process can be complex and uncertain. That is why it is so important to convey to your client and agent realistic expectations because nothing is for sure until the loan has funded.”

Since entering the loan industry nearly 10 years ago, Greg has cultivated a thorough knowledge of lending, beginning with banking and working his way through all aspects, including underwriting and sales. These days, he’s become a well-respected consultant, offering his clients and real estate agents a rare combination of knowledge and customer service. This, he says, is not really surprising to those who know him.

At one time, Greg was president and CEO of Roberts

Reprographics, Inc. When the economy took a downturn, he was forced to close his business and look for another career. His friend, citing Greg’s penchant for honesty and loyalty, encouraged him to try banking. With a degree in business management, Greg was offered a position with a local bank, working in their personal banking division.

Working with clients on their financial portfolios, Greg had the opportunity to observe the world of mortgage lending from the inside and decided that was where he wanted to be.

Now, working with Kinecta, Greg is able to offer his clients a wide array of loan products including conventional, FHA and jumbo products at some of the lowest rates in the San Diego area. “Working with Kinecta gives me the opportunity to offer the best service and product lines available,” he says. “We even have a 21-day guarantee to close or your money back.”

Greg’s experience allows him to work with every type of buyer, from the first-time buyer to experienced investors, luxury property clients and traditional shoppers. The solid foundation offered by Kinecta is a plus for his clients. “Kinecta Federal Credit Union has been around for over 70 years,” Greg notes. “We can get things done when no one else can. We have a level of in-house processing that is top notch; their dedication to closing is unmatched anywhere!” With two local offices in San Diego County, Mission Valley and Rancho Bernardo, Kinecta is convenient to buyers throughout the region. “But I’m also able to close loans in California and 24 states across the country, thanks to the reach of Kinecta,” says Greg. “This is especially important to clients who are relocating or thinking about buying investment properties in a neighboring state.”

As committed as Greg is to his clients, he’s equally committed to his community. In his spare time, he enjoys volunteering with organizations such as the Ronald McDonald House and Habitat For Humanity as well as coaching youth football. “There’s nothing more important than family and community,” he says. “Even though I am always here for my clients, my parents’ philosophy was to always take care of family, so that’s what I do.”

Greg Roberts Kinecta Federal Credit Union 2375 Northside Dr., Ste. 125 San Diego, CA 92108 Tel: 619-607-9112 Gregory.Roberts@kinecta.org NMLS ID 465450

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Clever Idea For Obtaining New Leaders

Written by Steve Yanoviak

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Look to Kinecta – Standing strong for over 70 years.

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

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

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

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

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

Terry “Rocky” Rockwell, Mgr. Mortgage Loan Sales cell: 619.569.3238 • tel: 310.297.4064 Rocky.Rockwell@kinecta.org • NMLS# 581908 www.kinecta.org/trockwell Not-for-profit | Member-owned | Est. 1940 Terms & conditions subject to change. All loans are subject to credit approval. Guidelines are available upon request. NMLS # 407870. Intended for mortgage professionals only and not for consumer use. 1) Visit www.kinecta.org/Smart_Move for $500 closing cost and 21-Day loan closing guarantee restrictions. 2) 0.750 discount offer applicable to Conforming and Super Conforming fixed-rate mortgages with 45-day rate lock. 0.625 discount offer applicable to Conforming and Super Conforming fixed-rate mortgages with 30-day rate lock.

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Emotional Labor

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

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

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

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

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

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

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

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

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

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

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

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Gross t t o c S By ritten

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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

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WE LIVE TO CURE CANCER. Science saving lives. cityofhope.org/bmt

11/25/13 6:02 PM