MAY 2017 INLAND EMPIRE by Executive Agent Magazine

EXECUTIVEAGENT MAGAZINE

Javier Gonzalez Executive Agent of the Month

INSIDE FEATURES: Deborah Kantor Kantor Sales Training Debby McNeely imortgage

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Executive Agent of the Month

Javier Gonzalez RE/MAX TIME

19 17 Professional Profiles

Deborah Kantor

Debby McNeely

Kantor Sales Training

imortgage ExecutiveAgent Magazine

May, 2017 - Inland Empire

Editorials 32

Getting Angry Doesn’t Benefit Anyone -Anne Bachrach

The Service Boomerang -Sheila Murray Bethel

E XECUTIVE AGENT

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

ADVERTISERS’ INDEX City of Hope..........................................................26

imortgage..................................................................2

Create Your Own Support Team! -Linda Brakeall

iPhotography Studio...............................................23 Kinecta Federal Credit Union...............................36 PWAOR...................................................................34

The “Secret” Site -Patti Brotherton

SBAOR...................................................................27 The Termite Guy......................................................3

Boost Your Business -Become an Advisor -Bob Corcoran

Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Haley Freeman, Shannon Hartsoe Editorial Writers: Linda Brakeall, Bill Brooks, Patti Brotherton, Tamara Dorris, T Scott Gross, Rich Levin, Chris Widener, Dirk Zeller, Zig Ziglar

Once In A Lifetime -Chris Widener

© Copyright 2017 Executive Agent Magazine. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Although every precaution is taken to ensure accuracy of published materials, Executive Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors.

Laughter -Zig Ziglar

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Written by Haley Freeman

Debby McNeely W

hen Debby McNeely and her husband, Jeff, moved to Temecula nearly 20 years ago, they had the daunting task of finding a home in an unfamiliar community. “We rode with a lot of Realtors® and spoke with a lot of lenders,” Debby recalls, “but I felt like we weren’t being heard. We were asking to see certain

kinds of properties, but we were being ushered to what we felt weren’t the right properties for us. It was frustrating. I ended up putting my daughters in the car and driving around until I found what I was actually looking for. I learned a lot from that experience and felt I could fill a need by helping other people who were in the same situation.”

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Without knowing anyone in the area, Debby tenaciously went to school at night, got her real estate license, and began working for a local company. “I didn’t have a circle of influence, so I did a lot of community events and floor time getting to know people. I made friends, and it went well.” Then the real estate brokerage opened an in-house mortgage company, and as Debby began learning about home lending, she decided to make the switch. Over time she went from receptionist, to processor, to becoming a notary and handling loan closings. “I became very familiar with the files and started analyzing where the problems were and what I would do differently to better help the borrower. Eventually, I wanted to do loans myself. Learning how to put loans together as a processor and explaining all of the disclosures and documents at closings prepared me very well. A lot of loan officers don’t understand all the paperwork or have the knowledge to put a loan file together to get it through underwriting seamlessly.” It’s no surprise that Debby became a top-producing loan officer and attracted the attention of Sales Manager Richard Hedrick at imortgage. Debby joined the ranks in 2016 and has since experienced a surge of new enthusiasm and confidence resulting from imortgage’s supportive, team environment and culture of unfailing client service. “They stand behind what they say. If you get an underwritten preapproval, you know the loan is going to close on time and in the way you explained it to the client. And I love working with a team. I was spreading myself too thin before, but here I have the support I need to help more people.” Another defining element of imortgage’s culture is its policy of hiring families. Debby’s oldest daughter, Paige, has joined her team as her production assistant, an arrangement that has proven both personally fulfilling and professionally rewarding. “Who better to be my assistant than my mini-me? It’s been fun, and I find myself reinvigorated about going into the office. It’s nice she knows my clients inside and out as well as I do. Since she’s a millennial and so comfortable with technology, she’s educating me in an area that’s not my strong suit.”

that vulnerable homebuyer whose needs were ignored by the professionals she hired to help. “I think that because of the internet, a lot of professionals make the mistake of assuming that young buyers know more than they do. They use a lot of industry jargon, and many buyers will just nod and go with the flow. If they’ve never owned a home, they may not know the right questions to ask, or they may be afraid of asking a question they think sounds stupid. Realtors® can be afraid to ask, too, in fear of being judged. Education for me is key. I love working with first-time buyers and even brand-new real estate agents. My biggest goal is to be patient, listen, and provide answers that make everyone feel confident that their loan is proceeding as promised.” Married for 25 years, Debby and Jeff are happy and wellestablished in Temecula. “He’s still my best friend,” Debby says, “and our daughters are healthy, caring adults who still come hang out with mom and dad on weekends.” One of Debby’s contributions to the Temecula community is her involvement in One Hundred Women Who Care, a coalition of local women who come together quarterly, each donating $100.00 to a local charity. “My father was a police officer for 20 years. Giving back is something I learned from childhood.” From just a handful of early clients, Debby has built a thriving referral business inside a community of people who choose her with absolute confidence. “It’s really rewarding to me. I’ve been doing loans now for generations, and I feel like my clients are just extended family.” Debby McNeely imortgage 41607 Margarita Rd., #101 Temecula, CA 92591 Tel: 951-326-4375 Email: Debby.McNeely@imortgage.com Web: www.imortgage.com NMLS ID 272794

Debby’s passion is education. She embraces learning, and she is diligent about keeping up-to-date with the frequent changes in the industry. But she is also committed to educating her clients and peers. She still remembers being ExecutiveAgent Magazine

Once In A Lifetime

subscriber recently wrote to me and asked me to consider this common phrase – Once in a Lifetime.

“Isn’t every moment of our lives, once in a lifetime?” he asked. Touché! Indeed, he is correct. Every moment of our lives is the last chance we get to live that moment. What happens though is that we figure we will be able to live another moment in the same way we are passing on right now. Time becomes a commodity that we trade… and the riskiest commodity of all – futures! We pass on this moment for the option to live it in the future. The problem is that there is no guarantee of the future… Take some time this week to think about the Once in a Lifetime opportunities you are passing up each day: The opportunity to play with your children or grandchildren.

The opportunity to take that dream trip you have thought of for years. Live for today my friends. Make today the best day that you can. Be aware of every moment and how it is the last time you will be able to make the decision on how to spend it. Today is your once in a lifetime opportunity to live your dreams, love your family, and make a difference. As the marketing profession would put it: Don’t miss this Once in a Lifetime Opportunity! 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

The opportunity to love your spouse. The opportunity to take that business risk.

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Written by Chris Widener ExecutiveAgent Magazine

Laughter

aughter is a great stress reducer. If you have never read Norman Cousins’s account of his experience of self-healing as described in Anatomy of an Illness, I encourage you to do so. When diagnosed with an incurable illness, he brought a movie projector into his hospital room and watched reel after reel of old classic comedy movies, laughing himself into hysterics. He found he could relieve his otherwise significant pain on a consistent basis through laughter. That practice, along with some other novel therapies, resulted in his healing. He left his prestigious journalistic career and taught on the faculty of a major medical school about the power of the mind and emotions in healing the body of disease. Next to love, laughter has been described as the secondmost powerful emotion we can express. It has been said that laughter is like internal jogging—it stimulates the respiratory system, oxygenates the body, relaxes tense muscles, and releases pleasure-producing chemicals in the brain. You cannot laugh and be mad, laugh and be tense, laugh and be stressed. Laughter is low-calorie, caffeinefree, and has no salt, preservatives, or additives. It’s 100 percent natural and one size fits all.

gious—once it starts little can be done to stop it. Laughter never felt bad, committed a crime, started a war or broke up a relationship. Laughter is shared by the giver and the receiver. Laughter costs nothing and its non-taxable. Laughter is a trend-setter. If we can find ways to laugh first thing in the morning, it may in fact set the trend for the rest of the day. Let me close by telling you the most important use of laughter I have ever discovered: The ability to laugh at ourselves. I stopped taking myself too seriously years ago and it was the best decision I ever made. Don’t get me wrong—I’m still serious about what I do. But not so serious that I can’t be the first one to laugh when I mess up (which happens all too often—it’s why I spend so much time laughing!). When you’re the first person to laugh at yourself, you leave little room for others to laugh at you. Zig Ziglar is a beloved author and America’s motivator. He is the author of 25 books and offers training and consulting to organizations all across the globe. To learn more about Zig and his business visit his website at www. ziglar.com

Laughter is truly God’s gift to humankind. You can get high on laughter but never overdose. Laughter is conta-

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Written by Zig Ziglar ExecutiveAgent Magazine

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Written By Haley Freeman Lisa Renee Photography, Inc.

Deborah Kantor

f youâ&#x20AC;&#x2122;re a new real estate professional looking to build your business on the right foundation, or a seasoned agent looking for fresh motivation, Deborah

Kantor is ready to share her methods that have repeatedly opened the doors to sales success.

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Opening Doors to Your Success Deborah came by her talent for sales honestly. Raised in New England by a father who made his living selling siding and roofing, she grew up observing his well-designed business systems, self-discipline and flair for connecting with people. At 13 years old, she asked to begin babysitting, and he suggested that she go to work for him getting leads instead. He offered her a 10 percent commission on any contract she landed. That was big money for a young teenager. She adopted the pseudonym Debbie Bright and began fearlessly cold-calling homeowners – and with lucrative results. To this day, she can still recite the sales script she used. “At 13, I learned everything I needed to know about closing a deal on the first phone call. I got him a tremendous amount of leads, and I was making all kinds of money.” Deborah’s first official career was in staffing, and from that company’s principal she learned more sales wisdom. “My first professional mentor’s method was simple. He didn’t advertise. He never did mailings. We didn’t have email or the other technologies that people today get lazy and rely upon. I’ve learned it’s the ABC basics that make people successful in real estate or any other kind of sales; calls to connect, client visits and getting eye-to-eye with everyone.” Deborah eventually parlayed those early lessons into a series of successful business experiences, including a triumphant stint in real estate. “We moved a great deal for my husband’s career while raising two daughters. We had eight homes in 20-plus years, and I was never happy about the service we received from our Realtors®. We finally relocated to Cape Cod, Massachusetts, where I decided to get my real estate license. I started out with a big brand and did seven buyer transactions my first year with no training and no listing opportunities. I realized I loved the business, but I needed to go someplace where I could learn to do it well. I joined the largest, local, non-franchised, regional firm in Cape Cod and spent the rest of my career there.” By her third year, Deborah was the top individual performer among the company’s 100 agents, and steadily in the top 10 percent of the 2,500 licensed agents on Cape Cod. Many wanted to know how she had achieved such a feat. She went to the owner of the company and suggested creating a sales training program, not just for new agents, but for everyone. She told him, “This is a sales organization. Industrywide, Realtors® don’t realize they’re in sales, and there is an enormous functional deficit when someone doesn’t understand that from the first moment of

contact, by voice or by handshake, there is a closing process that has begun.” Convinced, he gave Deborah a sizeable budget and the authority to put a training program in motion. At the end of two years, the result was that the average agent had increased sales by a staggering 108 percent. The highest increase was 240 percent by two agents with 15 years of industry experience. “I also worked with managers,” she says. “Most companies don’t provide training for their managers, which is another big mistake. Their customers are on the floor generating sales. They need to fully understand how to hire the right talent and then give them what they need to succeed so they’ll keep producing.” Today, Deborah is providing individual real estate professionals, sales managers and teams with training designed to help them master the fundamentals of sales, resulting in higher closing ratios and client retention that go hand-in-hand with white glove service. By focusing on the Four Rs: Rapport, Retention, Referrals and Reviews, Deborah can help turn an average agent into a sales superstar. While many of the industry’s training organizations offer a one-size-fits-all solution dispensed by coaches who may not have walked the talk, Deborah offers something different. “I make every client a customized project. I look at what’s working and what isn’t, whether it’s an individual or a group, and then help them tweak what they do well, come up with fresh ideas and work better within their space. I look at how people interact, how their time is used and how they can offer more to the customer.” From 13-year-old sales Phenom to seasoned sales guru, Deborah has proven that she can open doors to success. “I’m a girl with sales in my DNA. I’ve learned that it’s so important to build a rapport with people, to understand why they’re talking to you in the first place, and what they’re looking to achieve. Sales is not a bad word. If you’re the right person to satisfy and accommodate those needs with integrity, then you’re providing a necessary service. Paying it forward is my passion. I find so much joy in seeing people succeed.” Deborah Kantor Real Estate Sales Trainer Kantor Sales Training Tel: 844-526-8671 Email: KantorSalesTraining@gmail.com Web: www.KantorSalesTraining.com Toll Free: 844-KANTOR1 (844-526-8671)

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Boost Your Business -- Become an Advisor

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he joke goes like this: A friend at school tells little Johnny all adults are hiding at least one dark secret and to blackmail them just say, “I know the whole truth.” So Johnny goes home and tells his mother, “I know the whole truth.” His mother hands him $20 and says, “Just don’t tell your father.” Pleased, little Johnny greets his dad coming home from work with, “I know the whole truth.” The father gives him $40 and says, “Please don’t tell your mother.” The next day on the way to school he tries it on the mailman, “I know the whole truth.” The mailman drops the mail, opens his arms and says, “Then come give your daddy a great big hug!” Knowing the truth can really shake things up! True in life and especially true in today’s real estate industry. And knowing your facts now has never been more important for brokers and agents because buyers and sellers come armed with loads of information. The days of showering sellers with stacks of information have gone the way of the dinosaur. That means if you want to make a good living in real estate, you must kick it up a notch and know more facts than you’ve ever known before. In short, you need to become an advisor. The dictionary defines advisor simply as “an expert who gives advice.” And that’s exactly what buyers and sellers need today -- an agent who can interpret information for them and guide them through the buying and selling process. They need an agent who’s confident and who expects success, and eagerly tells the truth like it is. So what is the difference between an agent and an advisor? Agents just want to list a home and hope it sells. Advisors help their clients lead the market, not follow the market. They do that by knowing their market inside and out.

Advisors also put a premium on understanding the motivation of their clients. One of the questions we pose on what we call our Seller Information Sheet (feel free to visit our site for a copy of this at http://www. corcorancoaching.com/BrokerAgent.php) is why are you selling? When you learn the answer to that question, realize what you have is the client’s hot button and react accordingly. Advisors are inquisitive because they know they must understand where potential clients are in the process. When you understand that along with understanding their motivation, you’re on your way to being a great advisor. And start promoting yourself as an advisor. Consumers aren’t stupid, they know the real estate game has changed just like you do; they know they need advising when they reach the right point in buying or selling. So look over your marketing materials – your brand – and determine if you’re coming across as an advisor and as someone who stands out from the crowd. As an expert. And please take a minute to read an article that gets more in depth at the job of an advisor titled “Tough Listing Is Tough Love”. The article covers some of the key traits of advisors: confident, optimistic, visionary, motivated, informed and many more. To me, it all comes down to a mindset. You must adopt the mindset that you are an expert and make a commitment to work hard every day to make yourself better at your job. Know your facts. Or, like Johnny, know the whole truth! Best of luck to you! Bob Corcoran is a nationally recognized speaker who is founder and president of Corcoran Consulting Inc. (CorcoranCoaching.com), an international consulting and coaching company that specializes in performance coaching and the implementation of sound business systems into the broker’s or agent’s existing practice. © 2008, Bob Corcoran. All rights reserved. For information contact FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com; http://www.FrogPond.com.

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

I Nominate: Name_______________________________ Company___________________________ Address____________________________ _____________________________________ City, State, Zip_____________________ _____________________________________ Phone______________________________ Email_______________________________ Submitted By: Fax/Email nomination to: Executive Agent Magazine PO Box 73384 San Clemente, CA 92673 Fax: 949.266.8757 Email: Info@eamag.net Tel: 949.366.3349

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Cover Story

Javier Gonzalez Executive Agent of the Month

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JAVIER GONZALEZ A Prescription for Real Estate Success Written by Haley Freeman - Ian Wiant Photographer

ot many Realtors® could sell dirt from a Winnebago. But Javier Gonzalez did, 250 parcels of it.

After growing up in Glendora, Javier decided to go to pharmacy school, although many who knew him expected him to become a stand-up comedian. He may have been a young man with a great sense of humor, but he was also serious about building a solid future. He began working full-time as a pharmacy intern in Whittier, he married, and then he and his wife decided to purchase their first home. When Javier delivered his financials to the sales agent at the new home development where they were buying, she surprised him when she said, “You’re a pharmacist and this is what you make?”

Javier replied, “How much do you make?” She scribbled a figure on a piece of paper and slipped it back across the desk. In that moment, Javier saw a new future for himself. Without knowing anything about the business, he got his real estate license. He continued to work five days a week in the pharmacy, and he spent weekends as a temp with KB Homes. After a few months passed, Javier was selling more homes than the company’s full-time employees. “The managing director of sales called me in Irvine and said, ‘We don’t normally hire rookies, but I see something in you.’ He presented me with a fantastic offer, and I took it.”

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And that is how Javier went from standing behind a counter filling prescriptions to sitting in a Winnebago selling dirt. After his phenomenal sales success, the company offered him the pick of all their home communities. He persisted as one of the company’s top producers, attracting the attention of other home builders in the area. Over the next eight years, Javier was a top-performing sales agent for four of the largest builders in the nation and a sales trainer to all the new agent hires. Javier’s success as a Realtor® was not a one-off event. When the bottom dropped out of the market, Javier became a superstar in the next wave of real estate, selling REOs. And when the market shifted yet again, he found his niche as a savvy buyers’ agent. “All the experts say to focus on listings, but that’s not my love,” Javier says. “KB Homes had a very good structured selling program, and I mastered the art of helping buyers. I learned how to work with all different kinds of people, whether they’re a doctor, or blue collar worker.”

Javier’s strategy for helping buyers is as unique as his witty personality. “I do a lot of open houses, and I find that a lot of buyers come in without an agent. In sales, you have about three seconds to make an impression. I like to do a lot of comedy with people. I speak a little bit, of different languages. I’m kind of an expert at knowing where someone is from, and I’ll say something witty in their language to break the ice.” Once Javier establishes a connection, he learns exactly what a buyer is looking for, and he goes about finding it. He puts together a list of all the area homes that fit his buyer’s profile, and they spend a day together seeing all of them. “I show a lot of homes because I want them to be happy and have a choice. They’re not buying a pizza, they’re buying a home. On average, I show a minimum of 10 homes. After 10, people have a good idea of what they like. At the end of the day, I ask them to pick the five they could see themselves living in, and I submit the offers.”

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Javier doesn’t blindly fax offers and wait to see what happens next. After a weekend of hard work, he spends the following Monday driving to the offices of each listing agent, meeting them face-to-face and putting a copy of his buyer’s offer directly into their hands. “It doesn’t matter if their office is in Burbank or Manhattan Beach, I go there with a hard copy just to separate myself from the bunch. Any idiot can open an escrow; it takes an expert to close it.” Having the right lending partner is also essential to Javier’s successful closing strategy. “‘No loan denied,’ that’s my motto. I don’t care if it takes two months or two years, we’ll help with credit and get someone qualified. And I don’t care if they qualify for $50,000 or $2 million, or if I have to drive to Victorville or Apple Valley, I’ll do a good job. Many of my clients are Hispanic, and I’m a

big believer in helping everyone in the community become homeowners.” Proving the effectiveness of Javier’s approach, a buyer who met Javier at an open house had this to say about his experience: “We had an agent I’ve known for a while. We were using him, but getting nowhere for six months. We ran into Javier at an open house and talked a few minutes. He said, ‘Give me one day.’ We left our number and went about our day. He called us on Monday, and we sent him a list of what we wanted to see. On Saturday, we looked at 19 homes, and we made offers on three. On Sunday, Javier called us and told us all three accepted our offers. We picked one, and on Monday morning we were in escrow. Giving him the one day he asked for was the best decision we could have made.”

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Another reported: “I first met Javier a few years ago at an open house he was showing. He was very friendly and made my family and I feel very welcome and comfortable. I did not have a Realtor® at the time and explained to him what I was looking for and the price range. Before I went to bed that night, Javier emailed me listings of everything I wanted. He was showing me the houses by the following weekend, and like he said when I first met him, ‘I’ll have you in escrow in two weeks.’ And sure enough, he did. I was in escrow in weeks. I’ve since sold and moved again using Javier as my Realtor®. He is very proactive and gives up his own free time to do what it takes to get your house sold. He will do open houses every weekend if needed and advertise at his own costs.”

vation Javier needs to keep excelling at his craft. “I know top producers who pay thousands of dollars to get a phone call in the morning asking what they’re going to do that day. My family is my motivation. I’m dedicated to my life with them. I spend a lot of time with my kids at water polo, wrestling and MMA. That’s what I do when I’m not at work.” According to Javier, pharmacist-turned-real-estate-boss, the prescription for professional success is a simple one. “I’ve learned that to be successful in life, you must love what you do. I’m fortunate to have found what I love. I love selling. I get a high from it. It invigorates me. Getting an offer accepted for a family is the greatest feeling in the world.”

Javier and his wife have now been married for 18 years, and they have two teenaged children. That’s all the moti-

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JAVIER GONZALEZ RE/MAX Time 10535 Foothill Blvd. Rancho Cucamonga, CA 91730 Tel: 909-233-1677 - Email: Javier@homesbyjavier.com Web: www.homesbyjavier.com - CalBRE # 01312144

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The “Secret” Site

onder why you haven’t had any inquiries on your new web site? You are not alone. Many agents feel that having a web site is a waste of time because they have felt and seen no value in it yet. The reason for this is that they haven’t done their job in promoting it-they have a “secret” web site! A Realtor® asked my audience at one of my recent seminars if anyone in the audience has had a good response to their web site. Before I would let anyone respond I asked the Realtor® a few questions and that was all I needed to do to make the entire room see that having a web site on the Internet is just the first step. The rest is up to you. Just like any good marketing program, you must advertise. Most of your inquiries will come from your local area, but if you don’t tell them about it, your money for the site is wasted. Make sure that you list your web site in every advertisement that has your name; that includes the company ads. This is your chance to not only sell one listing, but also others. Advertise your web site on your business cards. Do you know that the general public expects you to have a web site? When you hand your card to someone, they immediately have the impression that you are “up with technology” just by the fact that you have a web site. A psychological plus! Advertise your web site on your voice mail. When people are leaving you a message and they hear that they can see all your latest listings on www.yourname.com, they just might go there to see what is new; this includes other real estate agents.

if they drive by a home that appeals to them. And, just think there may be another on your site that they want to see as well. Advertise on all your marketing pieces-property brochures and flyers, postcards, open house invitations, etc. Everywhere that you put your name, put your web address. The more people that see it, the more will log on. Remember to put your web address on every single advertisement; that includes the Chamber listing, your stationery (both letterhead and envelopes), magazine ads, organization directories, etc. From this point on your web address is part of your name and telephone number. Register your site with as many search engines on the Web as possible. There are several companies who will do this for you. Patti Brotherton is President of PAB Performance Partners. Patti’s company was formed to reach a broader base of agents, managers and companies to help them in any way possible to do more business, to improve their business, to help them balance their business and generally improve the quality of their professional life. Patti believes in individualized marketing programs, including graphic design, as well as business systems that have proven to work in many different market places. Copyright© 2000, Patti Brotherton. All rights reserved. For additional information about Patti’s presentations and company services, please call the Frog Pond Group at 800.704.FROG (3764) or email susie@frogpondgroup.com; http://www.frogpondgroup. com.

Advertise your web site on your for sale sign. We all know that the public wants to have as much information about a property as possible. They will log on to your site

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Written By Patti Brotherton ExecutiveAgent Magazine

Our bone marrow transplant reunion is now standing room only. Each year, City of Hope invites bone marrow transplant recipients and their families to attend the “Celebration of Life” event. It’s a joyous time during which survivors of blood cancers such as lymphoma, leukemia and myeloma embrace their health, their life and each other. It began more than 35 years ago when City of Hope created what is now one of the largest and most successful bone marrow transplant programs in the world. In fact, we’ve completed over 11,000 transplants and, according to national reports, our outcomes are among the best in the nation. The goal of curing cancer isn’t just something we work at. It’s what we live for. If you have cancer, make us your first call. Or ask your doctor for a referral. We accept most insurance. 800-826-HOPE

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

11/25/13 6:02 PM

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The Service Boomerang

emember the expression, “People don’t care how much you know until they know how much you care.” They want to know if you are willing to give of yourself, to serve their needs and wants. They’re not interested in your title, your college degrees, or how much money you have. First, they want to know if you care about them as a person, if you care about helping them solve their problems. Then your knowledge and experience become important. When you are considering the idea and process of giving “good service”, ask yourself, “What would I want if I were dealing with me?” That really brings it home. When you think of service in personal terms you feel the accountability involved. It becomes a personal responsibility, not just a nice idea or phrase. That kind of thinking turns into a philosophy about the service concept. And, that is where you find the real benefit, in both receiving and giving excellent service.

We have intelligence quotients and personality quotients. If there were a service quotient, an SQ, how would you score? How would your organization score? It is a very powerful concept to build a life, a career or an organization on the knowledge that good service always boomerangs. Sheila Murray Bethel is a best selling author, television personality and globally acclaimed professional speaker. Sheila’s expertise is Change, Leadership, and Personal Excellence. She is the author of the bestselling book, Making A Difference: 12 Qualities That Make You a Leader, host of the new Public Television Specials, “Making A Difference”, and business woman. Copyright© 2003, Sheila Murray Bethel. All rights reserved. For information about Sheila’s Leadership Seminars and Workshops, contact the Frog Pond at 800.704.FROG(3764) or email susie@frogpond.com; http://www.frogpond.com.

ExecutiveAgent Magazine

Written By Sheila Murray Bethel

ExecutiveAgent Magazine

Create Your Own Support Team!

We Realtors® are inclined to use lots of different loan officers and lots of different attorneys. That, of course, is always an option, but is it the best use of your time? Rookies and low producing Realtors® probably have time to deal with lots of different people, styles and personalities. They have time to check up on the process every step of the way and play Russian Roulette with their transactions. The mid to high producers know that you get the best service from people who have a vested interest in your success. They also know that it is far simpler to deal with people you know and trust. They know that you get preferential treatment from people who get more of your business. They also know that they can sell more if they are sure that the sales in process are being handled correctly. (Think of your own business. If you have a customer who buys a house from you every year for investment, don’t you handle him just a bit differently from the “Looky-Lou” who bopped into your open house?) How do you choose your three or four loan officers and attorneys? Make a list of everyone you’ve worked with in the last year or so. Beside their name make columns labeled: • Closed on time • Easy to work with • Kept promises • Communicated well • Met deadlines • Enjoyed working together 30

•

......and whatever else is important to you.

Hopefully three or four of the loan officers and attorneys you’ve worked with will just float to the top of this list. In which case, you will have your support team. If not, ask for recommendations from people you respect who do the same sort of business you do. Here’s the final piece of the puzzle. Call each one of the finalists and say this to them: “I’ve decided to send the bulk of my business to only three or four loan officers (or attorneys). My thought is that together we can provide better service for the customer. If you’d like to be on my team and be one of the 3 or 4 I usually refer, I will require the following from you: ....” And tell them what you need to make you happy: A weekly report, unvarnished honesty, their presence at closing. Whatever it will take to make you more productive which will, in turn, give them more business. Don’t you deserve your own support team? Linda Brakeall, GRI, CRB, is a nationally recognized expert in sales and marketing for Realtors® and Mortgage industry. She has been speaking professionally speaking, training and consulting since 1992. © 2008, Linda Brakeall. All rights reserved. For information about Linda, contact the FrogPond at 800.704.FROG(3764) or email susie@ FrogPond.com; http://www.FrogPond.com.

ExecutiveAgent Magazine

Getting Angry Doesn’t Benefit Anyone

verybody gets angry sometimes, and as an old green friend once said, “You wouldn’t like me when I’m angry.” Most people are not “likable” when they are upset, because anger is a strong and defensive emotion, one that is defined as “an aroused state toward someone or something perceived to be the source of an aversive event.” When we sense that someone else is angry this immediately creates uneasy feelings, since we do not wish to be the source of that agitation. Of course, anger is not merely directed towards other people; often times, places, things, situations and other intangible properties can be a source of great anger. Some people are angry with their government or the politics that permeate their office of work. Some people are angry with lawmakers, while others are angry at how the criminal element appears to prosper at times. There are plenty of things in this world that can make us angry at any given moment in time.

who are known to be constantly angry are also the ones that have problems with their heart or with high blood pressure. Why is anger linked to heart disease? It has been observed that anger actually reduces the capacity of the heart to pump blood. Over an extended period of time, this can wear down the heart muscles and cause medical problems.

A 1976 film entitled Network had a famous scene that involved a newscaster telling his audience that it was okay to “get mad.” In fact, he encouraged his viewers to get mad and to yell their frustrations outside the living room window. This illustrates a good point. When you are angry, it’s never a good idea to bottle up that strong emotion inside. This could lead to festering resentment over a period of time, and in the end, could cause an ordinarily calm person to become filled with rage. On the other hand, you don’t really want to take your anger out on others as that typically doesn’t produce the result you want.

If you feel that someone or something is becoming distressing or even injurious to you, the first reaction is to get angry. As stated, do not deny yourself the right to become angry. You have the right to become angry with a person that has done you wrong, especially if he or she has shown no remorse over their actions. What is important though is that you are able to make peace with that person, to forgive them and to forgive yourself. Why should you forgive someone that has offended you?

The Harmful Effects of Being Angry Allowing yourself to become angry doesn’t necessarily solve problems. In fact, it’s no coincidence that people 32

While it is best to express your anger, constantly becoming agitated can be very unhealthy. Recurring anger has also been linked to chest pains, headaches, migraines, stroke, kidney failure, obesity, skin wrinkles and ulcers. Sometimes we can avoid these negative and unhealthy reactions if we choose not to let some things anger us anymore. We can choose to not get angry or we can choose to get angry. Which is really better for you?

There are many reasons to forgive, on a moral basis, as well as on a personal level. You must be willing to forgive others and yourself for your own actions, because this will make your life more enjoyable. Life is too short to become obsessed with vengeance and deep-rooted animosity.

ExecutiveAgent Magazine

You could liken the idea of “never forgiving” to letting someone repeatedly stab you in the back with a knife. It hurts when someone betrays your confidence, like a sharp stab. However, when you cling to those painful memories every day, you are just reinserting the knife into that sensitive wound. Whether or not you choose to resume the relationship with the offender is up to you; but it is imperative that you forgive that person at least in the sense of letting go of that heavy ball of negativity that is slowly developing in your heart. Anger Management in Your Personal and Professional Life Not only must you learn to control your anger in view of your own health, you will also be expected to exercise proper anger management appropriately by your friends and professional colleagues. This can be tricky, because if you are prone to temper tantrums or impulsive behavior, you will be perceived as an unstable personality. If you are known for having a bad temper at work, don’t expect to get a lot of opportunities for advancement. The more responsibility you are given the more maturity you are expected to show. On the other hand, if you handle anger so well that you don’t even express your feelings, you may be perceived as a bit of a push over. Basically, you have to give people what they want to see. If you are interested in appearing assertive and responsible, then try not to let others slight you without a discussion. This doesn’t require that you be “mad”, but you can certainly share your opinion on the matter.

perceive you is all a part of learning anger management. If you want to control your anger in healthy ways and progress in your career, then begin today to choose to react differently to situations that normally would have made you angry. Make different choices and keep yourself as healthy as possible. Learn to control your anger and choose to handle situations in a new and more positive manner. Anne M. Bachrach is known as The Accountability Coach™. She has 23 years of experience training and coaching. The objective is to do more business in less time through maximizing people’s true potential, and ultimately leading them to an even better quality of life. Anne is the author of the book, Excuses Don’t Count; Results Rule!, and Live Life with No Regrets; How the Choices We Make Impact Our Lives. Go to www.AccountabilityCoach.com and get the FREE special report on Keys to Working Less, Making More Money, and Having a More Balanced Life. Join the FREE Silver Inner Circle Membership today and receive 10% off on all products and services in addition to having access to assessments and resources to help you achieve your goals so you can experience a more balanced and successful life (http://www.accountabilitycoach. com/coaching-store/inner-circle-store/). © 2012, Anne Bachrach. All rights reserved. For more information about this article or author, contact Susie@FrogPond.com. For the most current local Housing Trends, go to http://www. HousingTrendseNewsletter.com.

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Getting just a mortgage is so last year.

That’s why we’re gifting your clients a fabulous perk when they finance their home purchase with Kinecta. We’ve partnered with Househappy to offer traxplus.

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Free traxplus1 for your clients! $99 value

Once they’ve funded their Kinecta mortgage we’ll gift them the traxplus1 service.

Let’s elevate your clients’ home buying experience. Erik Jenner, NMLS# 38025 Manager Mortgage Loan Sales direct: 949.253.5337 | cell: 949.293.1237 Erik.Jenner@kinecta.org www.kinecta.org/ejenner Visit www.kinecta.org/househappy to learn more.

All loans are subject to credit approval. NMLS #407870. Intended for mortgage professionals only and not for consumer use. Househappytrax and Househappytraxplus home services are made available through a partnership with Househappy. Househappy is not affiliated with Kinecta or its affiliates. All costs and fees associated with the services offered through Househappy are the responsibility of the user. Kinecta reserves the right to modify or cancel these offers at any time. 1 Kinecta will cover the cost of the traxplus service (valued at $99.00) for Kinecta members who finance their home purchase with a Kinecta mortgage in the state of California. Eligible mortgage applications must be submitted on or after 1/1/2017. If eligible and upon consent, qualified borrowers will be enrolled in traxplus upon completion of a home purchase transaction. Additional costs and fees, such as renewal fees, are the responsibility of the user. 15721-02/17