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Finance of America Mortgage

Jeff Hatz


Anna Nagy

Coldwell Banker

In an uncertain market with changing interest rates and home prices, it's important now more than ever to work with a professional Mortgage Consultant to ensure your success in today's housing market and in securing your Home Financing.


home buying

RYAN GRANT Producing Branch Manager NMLS #118767

Phone: 949.651.6300

100 Spectrum Center Drive #750 Irvine, CA 92618

CopyrightŠ2017 Fairway Independent Mortgage Corporation. NMLS#2289. 4801 S. Biltmore Lane, Madison, WI 53718, 1-877-699-0353. All rights reserved. Other restrictions and limitations may apply. Equal Housing Lender. Licensed by the Department of Business Oversight under the California Finance Lenders Law. Loans made or arranged pursuant to a California Finance Lenders Law License.


Brad Feldman Douglas Elliman Real Estate

20 17

Inside Features





Rick Bui

Jeff Hatz

Anna Nagy

Finance of America Mortgage


Coldwell Banker

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Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 297-8323 Fax: (949) 266-8757

The Platinum Rule -Tony Alessandra



Attitude & Mindset Are A Choice -Jeb Blount

Fairway Independent Mortgage............................2 City of Hope.......................................................34 Finance of America Mortgage........................35 Kinecta Federal Credit Union................................11


Michelle Fairless Photography..............................23

A Positive Mindset Generates Positive Actions -Richard F. Libin

NAHREP..................................................................30 PWAOR.............................................................................10

The Termite Guy......................................................3 Ticor Title Company...................................................36 VAREP..............................................................................31


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.


Achieving Relationship Excellence -Dirk Zeller

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A Champion of Home Ownership

Rick Bui Written by Haley Freeman


uring his 20-plus years in the mortgage industry, Rick Bui has filled virtually every post, including loan processing, underwriting, funding, securitization, sales and management. He brings his comprehensive expertise to his role as mortgage advisor at Finance of America Mortgage in Newport Beach, where he is passionate about helping people build greater financial security through home ownership. Rick joined Finance of America Mortgage in 2018 for its human-centric values and array of resources that help make home loans accessible to more people. “Our culture is different because it’s geared toward customer and business partner relationships in the sense that we can and should do more for them,” he explains. “Finance of America Mortgage is not too big, and not too small, with a lot of resources to give customers the best service and attention from staff. The same goes for our business partners. We stay in contact constantly so everyone is aware of the process, and we are here for them when they have questions or concerns.” Finance of America Mortgage’s service model conforms well to Rick’s instructive approach to lending. “I try to educate borrowers about all aspects of buying, owning or taking care of a home. A lot of people don’t realize what home ownership entails. I want to give them a sense of ease when it comes to owning a home, and show them the ways in which their future brightens up because of the financial freedom it affords them later on in life. Sometimes they don’t realize until their

kids are in high school and getting ready for college that now they have the equity to pay for it. Or if in 10 years they decide to open a business, they can use the equity to get started. A home is also a great retirement savings vehicle. I want to help them think longterm because for so many of us, we weren’t taught these things by our parents or in school.”

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Rick takes the time to meet with borrowers and business partners personally. “A lot of times it’s easier to explain things and show someone in person when you’re working with a lot of numbers. I think clients deserve it, and business partners do, as well. I work with people from San Diego to Northern California to as far East as Blythe, and most of my business comes from word-of-mouth and referrals.” Known for its make-sense lending policies and diverse program offerings, Finance of America Mortgage offers strategic financing for all kinds of borrowers. “We have a number of programs that other companies don’t offer, like a fix-and-flip loan that is a line of credit up to $25 million for investors to buy and fix up houses. There is a limit of $2.5 million on each transaction with a minimum FICO of 660. We can finance up to 90 percent of the acquisition and 90 percent of the rehab cost.” In addition to having programs that make it possible for real estate partners to close more transactions, Finance of America Mortgage provides agents with comprehensive marketing support designed to help them acquire more business and close transactions seamlessly. “We have the ability to personalize our joint marketing efforts. Our marketing staff are trained experts who understand how to market with impact and how to attract buyers. We do everything we can to help them sell their listings quicker and more efficiently.”

outreach including being President of the Chino Rotary Club for 2019, Youth Accountability Board for the SB County Probation Department and Ambassador for the American Legion #155 in Colton.” A longtime resident of Orange County, Rick enjoys exploring the outdoors and the area’s exceptional lifestyle with his wife, Erica and their two children, Rico and Felicia. “Our son plays baseball, and our daughter is in cheerleading. I think it’s every parent’s dream to watch their kids enjoy life, and that’s what they do. I’m blessed to see that in both my kids.” According to Rick, the part of his job he enjoys most is helping underserved populations achieve the American Dream. “I love working with individuals such as veterans, people with blemished credit or low income. I try to find a solution for every customer I come across, even if their circumstances don’t pass the first test. It is so rewarding to see them light up when they close on their new home. It makes all the hard work worthwhile.” Rick Bui Finance of America Mortgage 3501 Jamboree Road, Suite 200 Newport Beach, CA 92660 Tel: 714.305.2400 Email: Web: NMLS ID 309803

Rick is an avid supporter of veterans, and he works tirelessly with various organizations to help provide services and build veteran memorials. “I also have a lot of knowledge I can share with veterans who may not know about their VA loan benefits. I enjoy giving back to the community, and it helps keep me grounded and appreciate what I have. I do a lot of community ©2018 Finance of America Mortgage LLC is licensed nationwide | NMLS ID #1071 ( | 300 Welsh Road, Building 5, Horsham, PA 19044 | (800) 355-5626 | Licensed by the Department of Business Oversight under the California Residential Mortgage Lending Act.

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Attitude & Mindset Are A Choice


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.


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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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. 21630-11/18




Written by Haley Freeman



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.

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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 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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Go Forth And Win The Battle!


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;

Proactively place good thoughts in your head. Just like a garden, where you weed, or pull the

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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: Tel: 949.297.8323

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Cover Story

ExecutiveAgent Magazine

Written by Haley Freeman - Photography by Michelle Fairless


ealtor® Bradley Feldman is executive sales manager and team leader of the Brad Feldman Group at Douglas Elliman Real Estate in South Orange County. With more than 20 years of comprehensive industry experience and an iron-clad reputation for real estate excellence, Brad is helping to expand Douglas Elliman’s West Coast presence, ensuring that buyers and sellers of real estate have access to the industry’s finest standard of professional representation. Douglas Elliman Real Estate was established on the

East Coast in 1911 and is now the largest independent real estate brokerage in the U.S. The company reported a staggering $26.1 billion in sales for 2017, the same year it entered the California marketplace. With more than 7,000 agents nationwide and 115 offices and counting in the country’s most dynamic markets, Douglas Elliman has the resources to accommodate buyers and sellers at every market tier, including the most elite. Through its 80-year partnership with London-based Knight Frank Residential, the company has exclusive access to luxury markets across 60 countries and six continents.

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BRAD FELDMAN GROUP Brad is a Southern California native who hales from Nellie Gail Ranch, a community in the heart of South Orange County that is the focus of his real estate practice today. “I love the community, and it’s great to work in the area where I grew up,” he says. “It’s like being in the country, with big parcels of land and customs homes, but it’s the middle of Orange County. Because of the proximity to the 73 Toll Road and the I-5 Freeway, you have easy access to anywhere in the county. When I was a kid, my ultimate dream was to surf at Salt Creek in the morning, then run home, grab my gear, and go snow boarding in the afternoon. SoCal is an amazing place to live. I always tell agents to farm the area where you love and feel a connection with the people behind the door.” From the beginning of his career, Brad has associated

himself with some of the foremost leaders in the industry. While attending junior college, he began selling coaching programs for the Mike Ferry organization. “At the time, Tom was the CEO, and his sales manager, Bill Pipes, was a good friend of mine. Working with them taught me about real estate and how to be a sales person, and I got a broad perspective on what the industry is.” Not surprisingly, Brad soon made his own leap into real estate. He worked first as a mortgage loan officer and eventually switched to real estate sales. “Because I had such good training, I was ahead of the curve in that I understood the fundamentals of how to prospect and meet people and be proactive. I met a lot of people in the industry through Tom and Bill who have been assets to my career.”

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In 2010, he began forming his team into the powerhouse it is today. He says it has been a learning process, figuring out how to gauge production, cost and staff to build a team that is both streamlined and profitable. He has hit on the right formula, with a mix of individuals who both complement and challenge one another. “There are certain things I’m good at, and certain things I’m not. I hire by looking for attributes that accentuate what I’m good at and make up for what I’m lacking. Our listing coordinator and admin, Jacci, is phenomenal and makes the whole team look great. I have five other agents working with me, two newer, and three seasoned. The marketing and technology we have through the company help us run a tighter team overall. I work primarily on the listing side, and all the agents are sales partners with their own geographic farms, clients and listings. We partner on things, and they bring more buyers while I run the backend and make marketing and business decisions. My advice is to

always focus on what you’re good at, and hire the other part. My time is well spent with our customers.” In addition to directing his own production team, Brad is the executive sales manager for three offices in Laguna Beach, Monarch Beach and Laguna Niguel — where agents enjoy the benefits of Brad’s upbeat and experienced leadership. “I’m fortunate because Douglas Elliman has a compliance officer, and the broker of record is very involved, so I can focus on my strong suit, which is negotiating, training, coaching and sales. I spend a lot of time doing workshops and working with individual agents. Collaboration is a big part of the culture in this company, so I share a lot of tasks with Staci Hughes, the manager in Newport Beach. From management to the agent level, there is a lot of support here. It means I live and die by my schedule, but I’m able to do all the things I love.”

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Brad believes in leading by example. “It’s something I learned years ago from Tom Ferry and Bill Pipes. Tom used to use this slide in his presentations that showed a guy riding in a chariot and whipping his team. ‘That’s not leadership,’ he’d say. ‘Leadership is being in front of your team helping pull the chariot.’ I go with my team on listing appointments and buyer consultations. I want to help them win. The only thing I ask is that they do what I ask them to do. I know what to do, and if they want to use me as a resource, I’m more than willing as long as they take direction. Two of my team members bought their first homes this year, and they’re only 26 and 27 years old. I get so much joy from seeing them succeed that way.”

He also works with Aaron Keith, a business coach hired by Douglas Elliman to develop all of its managers. According to Brad, self-care is another important component to good leadership. “I’ve learned to be conscious of exercising and taking time for myself every day. I also take consistent time off. If I don’t do these things, I can’t be effective as a manager or as a producer.” Brad sums up his philosophy about success in real estate this way: “You have to be a contribution to people. If you take the approach of simply doing right by people, treating them with respect and going the extra mile for them, you get rewarded.”

Leading by example means that Brad continues to take coaching himself. He engages a personal coach through the Tom Ferry organization, Eileen Rivera. “She is always working with me on refining processes,” he says. ExecutiveAgent Magazine

Bradley Feldman - Brad Feldman Group

Douglas Elliman Real Estate 28202 Cabot Road, Suite 510, Laguna Niguel, CA 92677 Tel: 949.678.5198 - Email: Web: - CalBRE # 01437125 ExecutiveAgent Magazine

Head Shot Session 20 Minute Session Includes: Private Preview Gallery for you to choose your favorite photos 2 Fully Edited High Res Digital Downloads $150.00 South Orange County Only No refunds please Dates and locations based upon my availability

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The Platinum Rule:TM Relationship Strategies for Connecting with Anyone


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

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JEFF HATZ Written by Haley Wilson Freeman


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.”

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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: Web: NMLS ID 301988

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

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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.� 28

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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 or 508626-9200 or (

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Nominations must be received by February 28, 2019!





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WHO WE ARE Established in 2011, the USA Homeownership Foundation, Inc. DBA Veterans Association of Real Estate Professionals (VAREP), is a nonprofit 501(c)(3) organization dedicated to increasing sustainable homeownership, financial-literacy education, VA loan awareness, and economic opportunity for the active-military and veteran communities.



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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: | w w w .VAR E P. 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

Achieving Relationship Excellence


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; http://

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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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