FEBRUARY 2019 INLAND EMPIRE

EXECUTIVEAGENT MAGAZINE

‘JC’ JuanCarlos Trujillo Executive Agent of the Month

Inside Features:

Jeff Hatz loanDepot®

Anna Nagy

Coldwell Banker

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A DYNAMIC LENDER

MAKES FOR

A HAPPY BORROWER The user experience is a key factor when applying for a mortgage. Reducing the time it takes to complete the loan process and enhancing the overall experience is what differentiates one lender over another. That’s why loanDepot developed mello™ – an easy-to-use web app that allows our customers to take control of their mortgage journey.

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CONTACT US FOR ALL YOUR HOME FINANCING NEEDS! RICHARD HEDRICK

NMLS# 1059650 Branch Manager (909) 912-7835 office (714) 400-2753 cell 3281 E Guasti Rd, Suite 550 Ontario, CA 91761 rhedrick@loanDepot.com www.loanDepot.com/rhedrick

ONTARIO BRANCH

RIVERSIDE BRANCH

TEMECULA BRANCH

SAN JUAN CAPISTRANO BRANCH

(909) 912-7810 3281 E Guasti Rd, Suite 550 Ontario, CA 91761

(951) 375-4800 41607 Margarita Rd, Suite 101 Temecula, CA 92591

(909) 912-7835 21804 Cactus Avenue, Suite 102 Riverside, CA 92518

(949) 799-3050 30448 Rancho Viejo Rd, Suite 250 San Juan Capistrano, CA 92675

loanDepot.com, LLC NMLS ID 174457. Licensed by the Department of Business Oversight under the California Residential Mortgage Lending Act CRMLA 4131040. (122818 118995v2)

EXECUTIVE AGENT OF THE MONTH

‘JC’ JuanCarlos Trujillo Century 21 Award

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Inside Features

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4

10

Jeff Hatz

Anna Nagy

loanDepot®

Coldwell Banker ExecutiveAgent Magazine

INLAND EMPIRE - FEBRUARY, 2019

Editorials

E XECUTIVE AGENT

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MAGAZINE

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

The Platinum Rule -Tony Alessandra

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ADVERTISERS’ INDEX

Attitude & Mindset Are A Choice -Jeb Blount

City of Hope..........................................................34 Finance of America Mortgage........................24 & 36 iPhotography Studio...............................................23 Kinecta Federal Credit Union................................29

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loanDepot®..............................................................2

A Positive Mindset Generates Positive Actions -Richard F. Libin

NAHREP...........................................................................14 PWAOR.............................................................................28

The Termite Guy......................................................3 VAREP.....................................................................15 WCR........................................................................24

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Go Forth And Win The Battle!

-Chris Widener

Photography: iPhotography Studio, Michelle Fairless Photography, 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 © Copyright 2019 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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Achieving Relationship Excellence -Dirk Zeller

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E XECUTIVE AGENT

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MAGAZINE

JEFF HATZ Written by Haley Wilson Freeman

J

eff Hatz has dedicated the majority of his 30-plus year career in home lending to working with home builders and buyers of new homes.

He has enjoyed preferred lender status with industry leaders including Woodbridge Pacific, IntraCorp, Taylor Morrison Homes, Christopher Homes and Watt Communities, and has managed in-house mortgage operations for Brookfield Homes and Capital Pacific Homes. In 2017, Jeff brought his experience to the industry’s most innovative new home lender, loanDepot, and in 2018, he was recognized as a President’s Club top producer. From his post in the company’s builder division in San Juan Capistrano, he is guiding buyers through the unique challenges that come with purchasing a new home, while providing professional support to builders and their sales agents.

Jeff’s gift for numbers evinced early in life, and growing up in Anaheim Hills, he was always a grade or two ahead of his peers in math. Not surprisingly, he went on to earn his degree in finance from California State University, Fullerton, and soon thereafter, began working in the mortgage industry. He has succeeded through many market highs and lows by maintaining a trustworthy, knowledgeable and clientcentered approach to lending that continues to earn him the loyalty of his clients year after year.

“To be effective in this area of the business, you have to understand that the process is different,” he explains. “For one thing, there are longer escrows.

They could be six to eight months, so long-term rate locks also come into play. Another factor is that when someone buys a new home, they are purchasing a

stark naked house. They are often going to choose to upgrade things like flooring, countertops and appliances, so there can be changes in the sale price which may change debt-ratios and approval strategies. Most important is working very closely with the builder. Basically you are a team member of the builder who relies on you to be an expert on all facets of the financing. They don’t do financing, so I’m the guy they trust to know the process and walk their clients through it step-by-step and make them comfortable with it. Also, to identify potential problems and address them quickly.”

ExecutiveAgent Magazine

Top-Tier Home Lending in the Builder Niche At loanDepot, Jeff is well-equipped with the products and support to provide top-tier service in the builder niche. “loanDepot has a platform that works with new home builders. We get support from the top, and the ops team I work with is builder-focused.

I can go out there in the field and brag about my team, my company and my products and really be proud of who I work for.” loanDepot is now offering jumbo loans with 5 percent down up to $1.5 million and 20 percent down up to $2.5 million. “Programs like these allow me to be creative, as well. A client can use a portion of down payment money they saved to pay off higher interest debt and finance more of their mortgage at a good rate instead. We also offer jumbo loans with a higher debt-to-income ratio (DTI). Jumbo guidelines normally allow a DTI of up to 43 percent. We have a proprietary program that will allow up to 50 percent DTI with 20 percent down payment, and up to 47 percent DTI with a 10 percent down payment. The bottom line is that having creative programs allows us to approve more buyers.”

Jeff also works closely with Loan Specialist Danny Serpa, his right-hand man, to help clients improve their FICO scores and qualify for a loan or obtain a better interest rate before closing. “We’ve been working together for three years, and it’s been a blessing to have somebody as talented as him pulling on the same end of the rope as me.”

In the end, Jeff’s goal is a simple one. He says, “My goal is that when the loan is done and we’ve closed on time, my client will tell the person who referred them and say, ‘Thank you for referring me to Jeff Hatz.’ The biggest compliment is when somebody invites me to their barbeque after they close to meet their family and say thank you for helping them buy their home. I want to be known as the knowledgeable guy they can trust with their family’s biggest investment.”

Away from the office, Jeff loves spending time with his wife of 28 years (Vicki) and his 4 teenage sons.

In his few moments of spare time, you’ll usually find him on the golf course, baseball field, hunting, fishing or at the beach.

There is a saying among the sales agents in Orange County: “If Jeff Hatz can’t do it, nobody can do it.” That’s because Jeff is known for his unparalleled knowledge of lending guidelines and his genius for packaging loans. He is often the go-to guy that builders rely upon when transactions fall out with other lenders. “For me, tough loans are like puzzles, and I cannot walk away before it’s done. It’s a challenge. Builders trust me to figure out if a loan can work, identify the problems, decide if it can be fixed, and then give them solutions and a time frame for closing. I love being the hero in that situation!”

Jeff Hatz loanDepot® 30448 Rancho Viejo Rd., Ste. 250 San Juan Capistrano, CA 92675 Tel: 949-939-0096 Email: jhatz@loandepot.com Web: www.loandepot.com/jhatz NMLS ID 301988

Rates, terms, and availability of programs are subject to change without notice. loanDepot.com, LLC NMLS ID 174457. Licensed by the Department of Business Oversight under the California Residential Mortgage Lending Act CRMLA 4131040.

ExecutiveAgent Magazine

Attitude & Mindset Are A Choice

I

n the demanding, stressful, and emotional world of sales the slightest inconvenience or bump in the road can turn your attitude toxic.

Your alarm clock didn’t work, it’s raining, you forgot your umbrella, the line at the drive through was slow, you spilled coffee on your dress, the clients you drove around for three days looking at houses couldn’t get financing, you drove an hour across town to an appointment and your prospect didn’t show, your operations team screwed up the first delivery to your new customer, you had to fight to get your commissions paid correctly - again!

Suddenly you are engulfed in the sea of doom, your cup is half empty, and there is no silver lining to your dark cloud. Disruptive emotions begin to drive your behavior.

Your outlook goes negative and your patience shortens.

On the brink of outright hostility, and you find yourself unable to focus on selling. You just want to go home and crawl back into bed.

For a Sales Professional, a bad attitude zone and the disruptive emotions that come with it, if unchecked, can be fatal to your career.

In sales, attitude is the “X Factor”. Attitude plays a powerful role in your success. Because sales is inherently emotional for both you and your buyer and emotions are contagious; your attitude can and will impact your buyer’s desire to buy from you. This is why the salespersons attitude is often the winning edge in hard fought battles for new accounts.

For this reason, you must protect your attitude at all cost. Develop a bounce back routine when things don’t go your way. Become aware of negative self-talk. Let go of anger. Maximize positive input. No matter what happens to you or what outside influences are at play, your attitude is your choice. You are absolutely and completely in control of it.

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Here are three things you can do now to develop a winning attitude.

1. Invest in Yourself: It is easy to burn out in the sales profession. When you are tired and run down it is difficult to maintain a positive attitude. Train like an athlete. Exercise your mind, body, and spirit. Then, when you do get knocked down, you’ll get up faster and you will win.

2. Tune In: Learn to listen to your inner voice. It is there, talking to you all of the time. Most days we only listen when it says negative things. That’s when our attitude goes south. When you tune in to your inner thoughts you can get ahead of the curve and make repairs to your attitude before it begins to sink your sales career.

3. Filter the Noise: Stay away from negative inputs, negative people, and negative environments. Each morning say the words, “Today, I choose Joy.” This one act will condition your mind, body, and spirit to work together to protect your attitude.

In sales and in life, attitude is the greatest single predictor of how far and fast you will climb. In other words, attitude = altitude. Make the choice today to use your attitude to go straight to the top.

Jeb Blount advises many of the world’s leading organizations and their executives on the impact of emotional intelligence and interpersonal skills on customer experience, strategic account management, sales, and developing high-performing sales teams. He speaks to and delivers training to high-performing sales teams across the globe. He is the author of eight books including the mega bestseller Fanatical Prospecting and his newest release Sales EQ. To learn more call 1-888-360-2249.

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ExecutiveAgent Magazine

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E XECUTIVE AGENT

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MAGAZINE

Written by Haley Freeman

ANNA NAGY

A

nna Nagy brings the heart of a teacher to her thriving real estate practice at Coldwell Banker Residential Brokerage in Encinitas, the number one Coldwell Banker office in San Diego County. Her

nurturing, personalized approach to real estate ensures that buyers and sellers are always well-informed about their rights and options, and well-prepared to make one of life’s biggest decisions.

ExecutiveAgent Magazine

The Educated Choice in Real Estate Anna grew up in North San Diego County and earned her bachelor’s degree from Azusa Pacific University.

After graduation, she married her husband, Jason Nagy, and embarked on her first career teaching at-risk middle and high school students. When Jason began a career in real estate, Anna provided him with administrative support, eventually becoming a licensed transaction coordinator, and finally, a Realtor®. Since Jason accepted a management role inside Coldwell Banker, Anna has continued to serve their database of clients, while also cultivating new business.

Between her lifelong California residency and her real estate career, Anna has established many relationships throughout the region, and she represents clients across LA, Orange, Riverside and San Diego counties. In order to serve her clients most efficiently, she frequently networks with other agents and utilizes Coldwell Banker’s offices wherever her business takes her. “I love being able to network with other agents to help my clients get their deals closed. I’m thankful for the business, wherever it may be, and I ask the Lord to help me serve that person he brought into my life.”

During her years as a teacher and real estate professional, Anna has honed her abilities to listen and convey information in a way that puts people at ease and bolsters their confidence to make important decisions. “The biggest thing for me is to look at every family or individual as unique as they are. No single client is the same. My job is to figure out where clients are in their journey of life and buying or selling a home, and what they do or don’t know about the market and the process. That’s where I can come in and help them understand. The great thing about real estate is that I’m constantly learning, too, and I’m excited to share that knowledge with my clients.”

known for her work ethic and willingness to think outside the box in order to help buyers find the right property and help sellers maximize their return on investment. “I do what it takes and figure out how to best help this client.

Who do I need to network with? Where do I find that next piece of the puzzle for their sale or purchase?”

Anna and Jason have been married for 21 years, and their children, Natalie and Drew, are now young adults.

“We love spending time together as a family outdoors, whether we are hiking in the mountains or playing at the beach. Our daughter plays soccer, and our son is a musician, so we love cheering them on and supporting their activities.”

For Anna, real estate isn’t about money; it’s about coming alongside people and bringing them value. “I think as agents, we are here to serve the community, and in a sense, to teach. Purchasing a home is a big decision. I enjoy getting to know people and their stories, and finding out what they need. That’s where I find my passion — in finding how I can serve them and help them thrive. My purpose is to give them an experience that makes them feel I brought value to their journey.”

Anna Nagy CalBRE # 02046469 Coldwell Banker Residential Brokerage 740 Garden View Ct., Ste. 100 Encinitas, CA 92024 Tel:626.485.3128 anna.nagy@camoves.com soldbyannanagy@gmail.com www.coldwellbankerhomes.com/ca/encinitas/ agent/anna-nagy/aid_188274

In addition to her kindness and patience, Anna is also ExecutiveAgent Magazine

“The process is that thoughts become actions and actions produce results. So the equation starts with the thoughts. So the key to success is to start with and control the thoughts that we have.�

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ExecutiveAgent Magazine

Go Forth And Win The Battle!

G

ood thoughts become good actions become good results. If you have read my articles or heard me speak, you know that I always come down to action. We need to act if we are going to be successful! Yet, our success starts long before our actions. In fact, our success begins in our thoughts.

Success Begins in Our Thoughts The process is that thoughts become actions and actions produce results. So the equation starts with the thoughts. So the key to success is to start with and control the thoughts that we have. Good thoughts become good actions become good results.

But there is this predicament we have as humans.

It is this “battle” we have with our thoughts. Thoughts of depression, negative thoughts, thoughts of fear etc constantly creep into our minds and cause us to act in certain ways that are going to produce the antithesis of the kind we want that will produce success.

So what can we do to win the battle with thoughts?

Here are a few main points. Apply these immediately and then constantly and you will be on your way to winning the thought battle.

bad stuff out, and plant, put the good stuff in, so we do the same thing with our thoughts. Buy tapes and music that will produce good, happy thoughts in your head! Watch TV programs and videos that put good thoughts in your head!

Avoid the naysayers.

They are all around you. You work with them, you live near them – some are even in your family!

Whatever you do, do not let them affect you with their negative thoughts. Spend as little time as you can with them (unless it is your spouse or kids – then you need counseling!)

Act on the positive thoughts that you do have.

When a positive thought comes into your head, act on it! This will begin to produce a “bridge” between what you think and how you act! This will then make that transition even easier as time goes by! Four key ideas to win the thought battle: • • • •

Guard your mind.

Proactively place good thoughts in your head.

Avoid the naysayers.

Act on the positive thoughts that you do have.

Go forth and Win the Battle!

Guard your mind.

Pretend that behind that forehead of yours is a very precious thing – your mind – because it is precious. If you had a storehouse of gold in your house, you would hire an armed guard to stand watch and keep all the bad guys out. Yet, many of us let any old thing come into our minds. We need to keep the bad thoughts, the negative thoughts O-U-T! Now when I say this, I mean both the ones that start in our heads and the ones that come from external sources.

Chris Widener is the President of Made For Success.

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

Proactively place good thoughts in your head.

Just like a garden, where you weed, or pull the

ExecutiveAgent Magazine

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HISPANIC REAL ESTATE'S MOST

Nominations must be received

by February 28, 2019!

HELPING MILITARY & VETERAN

FAMILIES REALIZE THE

AMERICAN DREAM! 2,600 + VETERANS

EDUCATED ABOUT HOMEOWNERSHIP

1,500 + FAMILIES

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.

WERE HELPED THROUGH VAREP CARES

750 VETERANS PLACED IN HOMES THROUGH OUR PROGRAMS

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66 HOUSING SUMMITS TO EMPOWER VETERAN HOMEOWNERSHIP

WHO CAN JOIN? Any individual regardless if you have served or not. VAREP and its members represent and work within all sectors of the real estate, housing and financial services industries...

WE WANT YOU!

VAREP San Bernardino - Veterans Housing Summit Saturday · September 22, 2018 Check In 8:00AM Event 9:00AM - 2:00PM Ontario Chamber Of Commerce Education Training Room 3200 Inland Empire Blvd., Ste 130 Ontario, CA 91764 VAREP San Diego - Golf Tournament September 26, 2018 Riverwalk Golf Club 1150 Fashion Valley Road · San Diego CA 92108 View the full VAREP Events Calendar at:

https://varep.net/eventsfront/advocacy

info@VAREP.net | w w w .VAR EP. n e t | 951-444-7363 VAREP IS A 501.C.3 NON-PROFIT ORGANIZATION AND YOUR CONTRIBUTION IS TAX DEDUCTIBLE. USA HOMEOWNERSHIP DBA VETERANS ASSOCIATION OF REAL ESTATE PROFESSIONALS TAX ID: 45-2458485

EXECUTIVEAGENT MAGAZINE

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

Name_______________________________ Company___________________________ Phone______________________________ Email_______________________________

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Cover Story

‘JC’ JuanCarlos Trujillo Executive Agent of the Month

ExecutiveAgent Magazine

‘JC’ JUANCARLOS TRUJILLO JCT REAL ESTATE Written by Haley Wilson Freeman - Ian Wiant Photographer

T

reating You Like Family. “JC treated me like family.” That’s what one homebuyer said after working with Realtor® JC Trujillo to purchase a home during a time-sensitive situation. With more than 14 years of industry experience spanning both mortgage lending and real estate sales, JC has both the passion and the know-how to help clients buy or sell a home with minimal worries and maximum rewards.

JC immigrated to the U.S. from Colombia 25 years ago.

He enjoyed a successful first career in marketing and sales, skills that translated well to the real estate industry. He

spent his first six years in real estate working as a mortgage loan officer, and when the market crashed, he turned his attention to real estate sales. “From a business perspective, it has been very helpful to be a loan officer, since it helps me to understand the whole real estate transaction better.”

Marketing is an area where JC excels as a Realtor®, and he looks for opportunities to promote his clients’ properties in creative ways. He explains, “I’m pretty much obsessed about marketing. I like the copywriting and storytelling side of it, and I try for uniqueness and not being cookie cutter with every transaction.”

ExecutiveAgent Magazine

JC is also a natural leader, whose charisma and love of people make him an effective sales trainer and business coach. Most recently, these skills got him noticed by CENTURY 21 Award in Anaheim, where he was recruited to help oversee a sales team of 10 agents for a new home community in Fontana.

Windrows Luxury Condominiums are located in central Fontana near the downtown, an area with tremendous potential for equity gains due to plans for extensive new development. With an attractive price beginning in the low 300,000s, residents can enjoy living in a private, gated community within walking distance to shopping and schools, and just minutes from freeways, Metrolink and entertainment destinations, including the Auto Club Speedway. The property also includes cost-saving energy upgrades. JC elaborates, “The city now requires energy-efficient features in all new construction. This property is taking it to the next level with a full upgrade in energy efficiency that creates a 40 percent savings versus properties without it.” (For more information visit https://www.windrowsfontana.com/.)

marketing models for Windrows that they will be offering to other new build communities.

Three years ago, JC’s real estate practice became a true family enterprise when he was joined by his son, Charlie Trujillo. Charlie works full-time in a marketing and support role and will soon be a licensed agent. The two dedicate substantial time to staying in touch with their database of past clients. “We have been consistent in starting our New Year’s resolution on October 1st.

We like to be ahead on achieving our goals, and normally when the industry is slow in the first quarter, we remain busy. Because we were more proactive, last year we reached our year-end production goal by June. We take advantage of the holidays to talk with our clients. We’re constantly in communication online and through social media, but we go door-to-door at the end of the year and drop off a nice gift for all of our past clients. Our main source of production is our database, and I would rather invest in the people I already have relationships with. It’s very fulfilling to catch up with people and see how they’re doing and if there is anything I can do for them.”

JC and his team are currently innovating and testing new ExecutiveAgent Magazine

Over the years, JC has developed a large community of happy clients who return to him each time they buy or sell a home, and who also refer their friends and family. Many have taken the time to express their appreciation through five-star reviews on Zillow. One repeat client commented: “We have used JC to sell and buy six properties in the last four years. He is very knowledgeable and a professional Realtor®. All three of our listed properties have had multiple offers within days of listing. I would highly recommend JC to my friends and family.”

A first-time buyer had this to say: “I couldn’t have asked for a better Realtor®. JC made my first experience in purchasing a home pain-free. He’s knowledgeable, understanding and patient. I would highly recommend him to

my family and friends that might be in the market of purchasing a home.”

JC uses technology to maintain a more personal connection with his clients and colleagues throughout a transaction.

The Loom app allows him to record and share video messages for his clients and other parties. “I can screen properties and describe what I like to the client, and then they can look at them anytime during the day. I also use it to give a status to other agents and lenders. I like to build a relationship from day one with other agents. I find it helps if we start bumping heads or a transaction gets complicated. I like to play on one team, so the clients are satisfied with service on both sides. Even if it is complicated, it is easier to come up with a solution when everybody is communicating.”

ExecutiveAgent Magazine

Outside of real estate, JC and Charlie are active in their church, and they regularly participate in mission trips abroad. “Our church’s goal is to support children and widows. We pray and pick a place, and then take off on an adventure for two to four weeks every year. There are normally 10 people in each team, and with 25 different teams, there are lots of places to choose from, like Cambodia, Nigeria, Mexico, China and Thailand. It’s a very intense experience, but life-changing, and something we look forward to.”

single transaction. “I enjoy taking people out to see properties, and while most agents just want to show a property and put in an offer, I like to go with a client at least three times so we can talk and get to know each other better. As they are making their biggest investment, I want them to see that we are real people, and our approach is to create systems that bring them more value. My joy is not just talking about their home, but in helping them through the emotional stuff, and being here beyond the close of their transaction.”

For JC, real estate is an opportunity to meet and bond with people, creating relationships that transcend any ExecutiveAgent Magazine

‘JC’ JuanCarlos Trujillo CENTURY 21 Award

222 S. Harbor Blvd., Suite 530, Anaheim, CA 92805 Tel: 949.386.4979 – 909.578.5647 - Email: realestatebyjc@gmail.com Web: www.century21.com/CENTURY-21-Award-6673c/%27JC%27-JuanCarlos-Trujillo-5058283a CalBRE # 01456740 ExecutiveAgent Magazine

Contact us today for more information about this exciting program!

Finance of America Mortgage Newport Beach NMLS ID-1071

o: (949) 398-3650 f: (949) 502-3765 npbmarketing@financeofamerica.com FOAmortgage.com/NewportBeach

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ExecutiveAgent Magazine

The Platinum Rule:TM Relationship Strategies for Connecting with Anyone

P

ersonality differences: they’re what make life so rich and fascinating and often so frustrating, too. Most of us never figure people out. We just ricochet through life, getting along with some people and dealing as little as possible with others because they’re so different from us. Everyone knows the Golden Rule: “Do unto others as you would have done unto you.” But this habit can turn off those who have different needs, wants, and hopes than we do. Instead, the real key to making a difference is to apply The Platinum RuleTM. “Do unto others as they would like done unto them!” Once you understand and master The Platinum RuleTM, you’ll be able to build bridges to people of any style in any personal or business situation.

Dr. Tony Alessandra, CSP, CPAE has authored 13 books, recorded over 50 audio and video programs, and delivered over 2,000 keynote speeches since 1976. Copyright© 1999, Tony Alessandra. All rights reserved. This article has been adapted from Dr. Alessandra’s book, Charisma (Warner books, 1998. Dr. Tony Alessandra is recognized by Meetings and Conventions Magazine as... “one of America’s most electrifying speakers.” For information about Tony’s keynote presentations, please call The Frog Pond Group at 800704-FROG (3764) or email susie@frogpondgroup.com.

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Let’s close the deal – Contact me.

Andy DeLuca, Sr. Mortgage Loan Consultant cell: 949.291.7189 NMLS# 440903 adeluca2@kinecta.org www.kinecta.org/adeluca

Membership requirements apply. NMLS (Nationwide Mortgage Lending Service) ID: 407870. Information in this advertisement is intended for Real Estate and Mortgage Professionals only and not intended for consumer use as defined by Section 1026.2 of Regulation Z, which implements the Truth-In-Lending Act. Any expressed underwriting guidelines are subject to change without notice and are subject to Kinecta Federal Credit Union guidelines and all applicable federal and state rules and regulations.

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“Salespeople cultivate customers through prospecting and referrals; they convert customers into clients by establishing and maintaining a relationship that allows them to build a sense of trust.�

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ExecutiveAgent Magazine

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imes are tough – but as an old adage reminds us, “when the going gets tough, the tough get going.” In business, a good salesperson knows how to ride economic waves. They know exactly how to take a group of leads and build them into a loyal base of customers and clientele who return time and again for products and services; who bring in referrals; and who increase the potential to close a sale by as much as 500%.

A Positive Mindset Generates Positive Actions Most salespeople are driven by commissions. So imagine if they viewed every person they encountered as a prospective client. Merriam-Webster’s Dictionary defines client as “a person who pays a professional person or organization for products and services, a person who engages the professional advice or services of another, and one that is under the protection of another.”

If salespeople viewed every person they met as a client – someone under their care who seeks professional advice and products or services – the potential for sales would increase dramatically. This seemingly simple change in mindset and attitudes makes a world of difference in sales, commissions, and profits.

Creating a mindset that perceives every individual who comes into a business as a client is one of the first steps in driving sales and increasing commissions and profits.

However, it is a proven fact that when a client comes into a business and specifically asks for a particular salesperson, the closing percentage skyrockets. To achieve this, salespeople must know how to prospect.

Prospecting – Reviving A Lost Art Prospecting has three primary results: an appointment for an immediate sale; referrals to new prospects actively looking to buy, and creating future prospects. Successful prospectors know that while there are many approaches, the best methods are in-person (personal), telephone, and written communication.

Yet today, most salespeople don’t have the first idea about how to prospect successfully.

This is where managers, as the coaches and leaders, come in. The first step is to focus the team on the overall goal – changing the variables they control, beginning with driving traffic – and then to change their mindset.

Develop a game plan and create opportunities for the team to practice, play and win. It’s like Vince Lombardi says, “Practice does not make perfect. Only perfect practice makes perfect.”

• The importance of team. Think of a professional football team. They practice for hours at least five days a week to play a single, one-hour game. The team who wins is not always the biggest, fastest, or best, but the one who goes in with a well-rehearsed game plan and then executes it. Practice, Play, and Win. • Change the mindset. Teach the team to prospect – 24 hours a day, 7 days a week, and yes even in your sleep.

Take them out into the field and train them. Then be sure the team views each individual who enters the business as a customer with the ability and intent to purchase.

• Assign a dollar value to each customer. Every potential customer who comes to the business has the power to increase your paycheck along with the company’s gross.

Salespeople cultivate customers through prospecting and referrals; they convert customers into clients by establishing and maintaining a relationship that allows them to build a sense of trust. It’s this trust that allows clients to rely on the salesperson for advice, and allows the salesperson to secure more referrals and sales.

The bottom line is, prospect, prospect, prospect – every single day, not just when the business is bad or down.

Prospecting needs to become an automatic reflex, like breathing, an act that happens successfully and continuously.

With a positive mindset, a view toward the future, and the right training, salespeople will understand the need and will continue to prospect for opportunities and loyal clientele, regardless of how business is doing.

Richard F. Libin is the author of the book, Who Stopped the Sale? and president of APB-Automotive Profit Builders, Inc., a firm with more than 43 years experience working with both sales and service on customer satisfaction and maximizing gross profits through personnel development and technology. He can be reached at rlibin@apb.cc or 508626-9200 or www.apb.cc. (www.whostoppedthesale.com)

ExecutiveAgent Magazine

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Achieving Relationship Excellence

A

s a real estate agent, your success depends on the quality and durability of the relationships you build with your clients, and the one and only way to build solid, enduring relationships is to deliver excellent, unrivaled service. To be an outstanding agent you need to lavish your clients with service that exceeds their expectations -- from the get-go and throughout a long business relationship.

The challenge is that not all clients expect or want the same kind of service. What constitutes excellent service to one client might seem inadequate or even like overkill to another.

It seems hard to imagine, but an agent could sell a client’s home in less than a week, at full price, and still have a dissatisfied customer. This could be due to some action or oversight during the negotiation, inspection, or closing process that simply didn’t match with the client’s service expectations.

To avoid service mismatches, learn each person’s service expectations by doing something that few agents take time to do: Ask.

Then put your findings to work by following these steps: • Learn each person’s service expectations.

Before you enter a new prospect presentation, make it a rule to learn everything you can about what your prospects are looking for in an agent and how they define their excellent service.

• Customize and personalize your service delivery. In your initial presentation and in subsequent contacts -- whether you’re working to make the sale, service the client, build an after-the-sale relationship, or request a referral -- refer to your initial research and highlight the service aspects that each client finds important. Weave in the words you heard them use to define great service. Highlight the communication points they described as essential service attributes.

Let them know that you understand their needs and are focused on exceeding their expectations.

• Never get complacent. Don’t assume that, if your service falls a bit short, your best clients will simply turn a blind eye. And, by all means, don’t think 32

that if your clients want more or better service they will say something to you. They won’t, because they don’t want the confrontation. They’d rather just go away quietly and never come back.

I’ve met agents who are successful in spite of their “my way or the highway” approach to service delivery. Rather than focusing on customized service and long-term relationships, these agents prefer to serve a stream of “here today, gone tomorrow” clients that they acquire through relentless prospecting and high-volume lead development. These agents have a take-it-or-leave-it attitude about service. They practice what I call a fast-food hamburger joint philosophy: “We sell hamburgers and fries, and if you don’t like hamburgers and fries, pick another restaurant.” The difference, of course, is that the number of people who want hamburgers and fries is huge, and, if the fare is good, most customers automatically come back for more. The same is hardly true when it comes to homebuyers and sellers.

As an agent, your prospect universe is limited, and your customers aren’t apt to become repeat customers unless they are treated with the kind of unparalleled, consistent, and customized service that turns them into clients for life.

Dirk Zeller, President of Real Estate Champions, is recognized as the premier coach for the real estate industry. He has developed a system that takes “regular” agents and “regular” managers and transforms them into “top gun” agents and managers.

Dirk’s coaching systems are built around his incredible success in the 90’s as one of the top agents in all of North America. He closed over 150 transactions annually while working Monday through Thursday and taking Friday, Saturday & Sunday off. Copyright© 2000-2001, Dirk Zeller. All rights reserved. To contact Dirk about his availability to speak to your group, please call the Frog Pond Group at 800-704-FROG (3764) or email susie@frogpondgroup.com; http:// www.frogpondgroup.com.

ExecutiveAgent Magazine

ExecutiveAgent Magazine

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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

COH-0726_BMT_Hem_fp_4c_ExecAgt.indd 1

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

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CLAREMONT BRANCH

101 N. Indian Hill Blvd., Suite C-1 207, Claremont, CA 91711 Build a partnership with a direct lender that offers exceptional service.

John J. Reed Branch Manager NMLS-869516

(949) 398-3655

Ryan Prisco

Adrian Andrade

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(626) 818-1919

(949) 454-4402

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Emmett Colon

Senior Mortgage Advisor

Jennifer Milliken

Senior Mortgage Advisor

Senior Mortgage Advisor

NMLS-1370263

NMLS-971471

(909) 991-4827

(951) 743-4199

We offer in-house agent marketing support providing the following services: POSTCARDS | FLYERS | VIDEO | PHOTOGRAPHY Š2018 Finance of America Mortgage LLC is licensed nationwide | | NMLS ID #1071 (www.nmlsconsumeraccess.org) | 300 Welsh Road, Building 5, Horsham, PA 19044 | (800) 355-5626 | AZ Mortgage Banker License #0910184 | Licensed by the Department of Business Oversight under the California Residential Mortgage Lending Act | Georgia Residential Mortgage Licensee #15499 | Illinois Residential Mortgage Licensee | Kansas Licensed Mortgage Company | Licensed by the N.J. Department of Banking and Insurance | Licensed Mortgage Banker -- NYS Banking Department | Rhode Island Licensed Lender