EXECUTIVE AGENT MAGAZINE-LOS ANGELES/SAN GABRIEL NOVEMBER, 2020

TM

EXECUTIVEAGENT

Villaescusa

Joe

E x e c u t i v e A g e n t M a g a z i n e - L o s A n g e l e s / S a n G a b r i e l - N o v e m b e r, 2 0 2 0

MAGAZINE

Gabriel Garza

Branch Manager | Mortgage Advisor NMLS-208008

c: (323) 819-3660 ggarza@financeofamerica.com Edward Aguirre

Maria Rosa

Melody Gomez

NMLS- 485364

NMLS- 485314

NMLS- 259837

Sales Manager Mortgage Advisor

c: (323) 422-7752

Phillip Johnson Sales Manager Mortgage Advisor NMLS- 255343

c: (951) 217-4619

Rufina Guinto Mortgage Advisor NMLS- 294533

c: (626) 993-4126

Marlene Damian

Sales Manager Mortgage Advisor c: (323) 353-5352

Diane Avina Mortgage Advisor NMLS- 382664

c: (562) 244-6340

Dan Villarreal

c: (213) 926-5137

Patty Fonseca Mortgage Advisor NMLS- 255279

c: (323) 697-9695

Marie Bawe

Mortgage Advisor

Mortgage Advisor

c: (562) 718-0409

c: (310) 658-1031

NMLS- 340045

Modesta Garcia

Mortgage Advisor

Mortgage Advisor

c: (626) 536-1195

c: (661) 301-0705

NMLS- 484173

Sales Manager Mortgage Advisor

NMLS- 1518436

NMLS- 1514419

Ashley Garza

Mortgage Advisor NMLS- 1799019

c: (808) 463-2319

Give our experienced lenders a call today! Š2019 Finance of America Mortgage LLC is licensed nationwide | Equal Housing Opportunity | 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 | Kansas Licensed Mortgage Company | Licensed by the N.J. Department of Banking and Insurance | Licensed Mortgage Banker -- NYS Banking Department | Rhode Island Licensed Lender | Massachusetts Lender/Broker License MC1071.

This document is provided by Finance of America Mortgage. Any materials were not provided by HUD or FHA. It has not been approved by FHA or any Government Agency.

W E

A R E

A

FAMILIA Looking for more than a network? 路 Professional support and education 路 Market intelligence for business growth 路 National industry events and relationship building 路 Invest in yourself and make a difference

Become part of our familia at

nahrep.org

ExecutiveAgent Magazine

3

Cover Story Joe Villaescusa CENTURY 21 Allstars What does it take to create an all-star real estate experience? Joseph Villaescusa, CEO and owner of CENTURY 21 Allstars, would tell you that it takes heart, perseverance and an outstanding team of dedicated professionals.

25 Featured Professionals

08

17

Gabriel Garza Finance of America Mortgage 4

ExecutiveAgent Magazine

Escrow Options Group

Content

November, 2020

E XECUTIVE AGENT

5 Pointers for Getting More from Your Team -Anne Gradyiating Like a Pro -Steve Cook

TM

MAGAZINE

PRESIDENT & CEO EXECUTIVE PUBLISHER

12

Fred Arrias Communicating With Your Customers -Peggy Morrowiating Like a Pro -Steve Cook

Powerful Presentations – Speaking For Success -Terri Murphygotiating Like a Pro -Steve Cook

3 Ways to Turn Adversity Into an Inspired State of Mind -Lee Rhodesegotiating Like a Pro -Steve Cook

VICE PRESIDENT GRAPHIC DESIGN Garon Arrias

48

EDITOR Trudy Vanderhoff PROFESSIONAL PROFILES H.K. Wilson

46

CONTRIBUTING WRITERS Herbert Clark Charlene Gates John Harris Chris Richards Ronald Taylor Crystal Widen

06

PHOTOGRAPHY iPhotography Studio Michelle Fairless Photography

Change Begins With Choice -Jim Rohn egotiating Like a Pro -Steve Cook

44 How to Read People Like an FBI Agent -LaRae Quyotiating Like a Pro -Steve Cook

EXECUTIVE AGENT MAGAZINE PO Box 73384 San Clemente, CA 92673 Ph: (949) 297-8323 Fax: (949) 266-8757 Fred@ExecutiveAgentMagazine.com www.ExecutiveAgentMagazine.com

22

Back to Boot Camp -Chris WidenerNegotiating Like a Pro -Steve Cook

21

© Copyright 2020 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.

ExecutiveAgent Magazine

5

3 Ways to Turn Adversity Into an Inspired State of Mind

C

omfortable, but uncomfortable. These were the contrasting feelings I had while sitting in an impossibly inviting chair during chemotherapy, hooked up to tubes and machines that were pumping my body with lifesaving radiation.

It was during these sessions, observing the courageous cancer survivors surrounding me, that a thought began to evolve. I watched fellow patients sift through and sit with their discomfort and wondered about their specific situations and stories.

Despite a shared unease, we all sought treatment from a diverse set of life circumstances. The woman next to me was back after skipping sessions because she couldn’t get time off work; the man across from me had to scrounge for bus fare just to get there; catty-corner from me, a mother of three was grateful to get a sitter long enough to make the trip in.

Learning their unique narratives had a profound effect on me—for the duration of the chemotherapy and for every gratitude-filled day that has followed. I realized during those treatments that regardless of whether it’s grief or joy, fear or hope, we’re all in this together. I realized I wanted to help people heal.

From distress comes drive.

During treatment, I saw people trying to help their loved ones but not knowing how. After all, during times of hardship, it’s extremely difficult to find the “right” thing to do or say. Friends would often send me homemade meals in giant Tupperware containers. It was a kind gesture, but I

6

couldn’t eat it all, and then I struggled to manage washing and returning the containers.

I realized people needed a way to communicate hope and kindness to their loved ones—a sentiment that became the impetus for our company. It didn’t come from any business acumen or lucrative profit model; it materialized from the human instinct and self-reliance that I’d honed while ill. That desire for healing inspired me to develop our business model that donates 10 percent of our revenue to an assortment of charities that heal our planet and protect the people and animals living on it.

This nontraditional business approach comes from the edge that adversity instilled within me. Going through my ups and downs and watching others do the same gave me the push I needed to pursue the kinds of personal and professional endeavors I’d always wanted to pursue.

Here are some additional insights I gleaned from times of personal strife that influenced and inspired our business: 1. Quiet the chaos.

In our working lives, we’re surrounded by information—tasks to complete, blogs to read, people to consult.

When you’re facing adversity in your personal life, that noise is still there, but learn to focus differently to find that flow.

Sift out the noise and set attainable goals that help you move through adversity and connect to the most important things in your life. The big-picture items you’re pushing toward can be your treatment plan, your family, or—when you’re well again—your vision for bettering the world.

ExecutiveAgent Magazine

2. Find your center.

When you’re in survival mode, life can feel completely out of your control. Everything in your orbit feels like it’s in a precarious position, just moments away from veering off-kilter. That’s why it’s so important to incorporate achievable hobbies and actions, things that gratify you, into your daily routine.

Infuse your daily livelihood with joy and peace to find what inspires a quiet calm. Volunteer at a dog shelter; learn to code and start your own programs. Use your time to experiment with something you’ve never done before that brings you a sense of joy. Attaining that sense of calm can put you in the proper physical and mental space to face adversity head on and come out on the other side centered.

3. Appreciate every day.

Since overcoming cancer, I work and love with more force and more joy than ever before. In times of personal difficulty, it’s easy to feel like you don’t have any choices.

But how you seize the day is a choice that’s forever yours, so seize it with resolve and gratitude. Any milestone in life, whether it’s surviving cancer or turning 50, lights a fire under you and makes you want to seize the day.

Studies show that resilience is a powerful skill in the world of work. The ability to bounce back after adversity, to rely on yourself and to use your own mental resources to survive, has been shown to lead to greater staying power and success. In fact, U.S. employers are rapidly catching on to the value of resilience and are actively training their employees in it.

Use hardships to fuel your personal and professional goals, but don’t be afraid to stop and smell the roses.

Assess your own efforts and those of your colleagues and put each in perspective. Reward yourself for a job well done, but recognize the work of those around you, either with kind words or other incentives. Appreciating that effort shows how far you’ve come from those adverse beginnings and also reveals that you still have work to do.

Despite any discomfort we might feel when it’s happening, adversity can lead to appreciation, hardships can spark creativity, and grief can give way to gumption when it’s all channeled into positive efforts. Moving through challenges and coming out on the other side can inspire and influence your professional life as much as your personal one.

Lee Rhodes founded glassybaby in 2001 after a chance meeting between a tealight and a hand-blown glass vessel during her seven-year bout with cancer. Rhodes developed the idea for glassybaby’s one-of-a-kind votives and drinkers with the core mission of helping cancer patients she met during treatment afford basic needs such as bus fare, childcare or groceries. Ten percent of the company’s entire revenue goes toward a charitable organization; to date, glassybaby has donated more than $7 million to 350-plus nonprofits since opening its doors.

ExecutiveAgent Magazine

7

E XECUTIVE AGENT

TM

MAGAZINE

GABRIEL GARZA Helping One Family at a Time

Written by H. K. Wilson

Mortgage Advisor, and over the years, he has held management roles at some of the industry’s most influential companies.

Always an entrepreneur at heart, Gabriel’s next leap came when he started his own company. During his 18 years as a broker/ owner, Gabriel cultivated an expertise in down payment assistance programs, and he became the exclusive loan rep for various cities across the region. “I gained a good reputation for those programs back in the early ‘90s, before they were popular.

Through this niche, I had an opportunity to meet a lot of good Realtors® and people who relied on me to help them get into a home.”

F

or Gabriel Garza, Branch Manager at Finance of America Mortgage, helping people finance their American Dream has been a lifelong endeavor. Gabriel was a young husband and soonto-be-father when he was introduced to the mortgage industry. He accepted an offer for training, took a leap of faith and left his secure paycheck for a commission-only position. “I always joke that April Fools’ Day is my anniversary in this business,” Gabriel laughs. “I started on the first of April in 1980, and by summer, the oil embargo drove interest rates to 18 and 19 percent. My whole family advised me not to do this crazy thing, but my wife and mom had faith in me.” Within five years, Gabriel was a top-producing

In his management role at Finance of America Mortgage, Gabriel leads and develops his team of Mortgage Advisors while continuing to originate loans. With the company’s wide array of lending products, Gabriel has happily returned to his roots, originating home purchases using unique down payment assistance programs.

“I still work with the County of Los Angeles HOP Program, and many others. I do all kinds of loans, but these are still my bread and butter.” In addition to special assistance programs, Finance of America Mortgage offers investor products, reverse mortgages, high balance loans, government loans, and programs for self-employed borrowers. “In situations where we don’t have a program that fits, we have the option to broker the loan,” Gabriel adds.

ExecutiveAgent Magazine

No matter how complex the transaction, Gabriel is known for delivering solutions with calm assurance.

“The advice I give all applicants is to look at your individual situation first and whether you’re ready to do something right now. If not, I can give you some guidance as to what you can do in a short period or longterm to qualify for a home loan. I offer options so the consumer can make an educated decision about what is best for them.”

A recent homebuyer described Gabriel as very personable and patient. He said: “He takes care to make sure I understand what is happening, and he is very transparent. I feel like he is genuinely concerned about me getting the most effective options, rather than just trying to make a sale. I appreciate his approach, which is very professional but at the same time has made me feel at ease and comfortable with the entire process.”

Gabriel and his wife, Patricia, have been married for 40 years. They have three children, Gabe Jr., Erica and Ashley, and two grandchildren, Frida and Christian. Their youngest daughter is now joining Gabriel in the mortgage business and opening a Finance of America Mortgage branch on Maui. “I’m looking forward to mentoring her,” he says. “She has the same passion that I do and is planning on making down payment assistance programs available on the island.”

According to Gabriel, he and his team are dedicated to helping one family at a time on their journey to home ownership. “For Realtors® who want to work with us, this is an excellent team who will treat your customers with the utmost care. And if you’re a Mortgage Advisor, you can’t beat the support you will get if you work here. This is a group of caring individuals who work hard to find the best solutions for our clients.”

Gabriel brings the same qualities to the team of professionals he manages. Several of his team members have worked with him for many years and have now joined him at Finance of America Mortgage. And he is always welcoming new team members who would like to be part of a close-knit and supportive professional environment. “Most of our team has been together at other places and, in the long run, we’ve stuck together. As a result, we are a force to be reckoned with. We are always there for one another, and this is like a home. I also train new people all the time. I’m always looking for people who have a willingness to not only do the right thing, but go the extra mile to look out for a client. We’re very service oriented here. We believe in treating people the way you would want to be treated. It’s that simple.”

ExecutiveAgent Magazine

Gabriel Garza, Branch Manager NMLS 208008 Finance of America Mortgage 13200 Crossroads Pkwy. N., Ste. 325 City Of Industry, CA 91746 Tel: 323-819-3660 Email: ggarza@financeofamerica.com Web: www.FOAmortgage.com/ggarza

Southland Regional Association of REALTORSÂŽ

TOP 10

Member Benefits Included in SRAR dues & MLS fees

A tool to streamline the tenant screening & rental application process. Along with a rental application, each application package includes a TransUnion credit report (with score), criminal background check & national eviction report.

FREE - An easy program for CMAs, Buyer Tours, Property Reports and Flyers with QR codes & smartphone reports for you & your clients.

FREE - A NAR exclusive online database providing REALTORSÂŽ with residential & commercial data from over 147 million parcels Nationally!

FREE 45 hour CE courses.

Access through CAR.org.

FREE - Statewide tax & public records with MLS listings, photos & sales data, neighborhood searches, distressed property flags, market & trend reports & more! Access from CRISnet.

FREE - Create, edit & complete contracts and forms for real estate transactions. Online program includes branding, template creation, auto fill, smart forms and more!!

Ombudsman & Ethics Advocate Our service can help you resolve disputes without having to file a complaint or walk you through each step of the complaint process if you choose to file.

FREE - A listing syndication service that delivers a Broker controlled platform.

Main Office 7232 Balboa Blvd Van Nuys, CA 91406 818-786-2110

CRISNet tech support Monday through Friday 8am-6pm and Saturday 8am-5pm. Call (818)947-2202 or (661)295-7117

RealtyZam

Tech Support

Easy to use accounting software exclusively for Real Estate Agents providing ease in tracking expenses including mileage & receipt storage.

Generate reports to give direct to tax preparers.

Santa Clarita Office 20655 Soledad Cyn. Rd. #33 Canyon Country, CA 91351 661-299-2930

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

OUR FIVE POINT PLAN

750 VETERANS PLACED IN HOMES THROUGH OUR PROGRAMS

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!

1. Homeownership Advocacy – Advocate nationally to develop programs that reduce barriers to homeownership in the military and veteran communities.

2. Community Outreach – Foster responsible homeownership in the military and veteran communities by providing housing education and counseling services.

3. Professional Membership – Provide a place where real estate and financial service professionals can share ideas, get educated, and be empowered to better serve the real estate needs of service members, veterans, and their families.

4. Veteran Job Creation – Provide employment opportunities through posting on our military and veteran job board. We are also working on creating awareness among companies to include veteran-owned businesses in their supplier diversity program.

5. Affordable Housing – Provide affordable home buying opportunities for veterans and service members who have gone through VAREP’s homeownership education counseling services.

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

5 Pointers for Getting More from Your Team

M

anagers are taught that holding employees accountable is the key to getting results, yet they often fail to clearly communicate their expectations. Rather than getting frustrated, try these steps: 1. Know what you want first.

We may assume others are being thoughtless or selfish when they don’t satisfy our needs, but we haven’t clarified in our own minds what we want. Get clear on this first.

2. Clearly communicate expectations and ensure understanding.

Ask the person to summarize or re-explain. This helps make sure you’re on the same page.

3. Define your desired outcome.

What do you want the end product or behavior to look like? Rather than telling an employee, “I need this ASAP,” say, “I need this by 10 a.m.”

4. Explain what you do want rather than what you don’t.

Rather than saying, “Stop emailing me about urgent issues,” try, “When an issue is urgent, I would really appreciate it if you could call me or stop by my desk.”

5. Reward the positive and coach the negative.

If your expectations are met, make sure to show appreciation. If not, before assuming the person intentionally disappointed you, clearly communicate what you wanted.

12

Anne Grady is an internationally recognized speaker and author. She shares humor, humility, refreshing honesty and practical strategies anyone can use to triumph over adversity and master change. With a master’s degree in organizational communication, Anne started her own company as speaker and consultant to top organizations despite challenges she outlines in her new TEDx talk.

Her new book is Strong Enough: Choosing Courage, Resilience, and Triumph. She is also the author of 52 Strategies for Life, Love & Work. For more information, visit GetStrongEnough.com.

ExecutiveAgent Magazine

ExecutiveAgent Magazine

13

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.

DO YOU KNOW SOMEONE

TO NOMINATE? I Nominate: Name____________________________________________________________________ Company________________________________________________________________ Phone___________________________________________________________________ Email____________________________________________________________________ Submitted By: Name____________________________________________________________________ Company________________________________________________________________ Phone___________________________________________________________________ Email____________________________________________________________________ Fax/Email nomination to: Executive Agent Magazine PO Box 73384 San Clemente, CA 92673 Fax: 949.266.8757 Email: Fred@ExecutiveAgentMagazine.com Tel: 949.297.8323

Greater DAOR VIDEO SERVICE

STUDIO RENT VIDEO SERVICE GREEN SCREEN

www.DAOR.COM

CREATE

GREEN ROOM

PRODUCTION

70+ YEARS

E XECUTIVE AGENT

TM

MAGAZINE

Escrow Options Group Written by H. K. Wilson

O

n June 22, something momentous happened in the Southern California real estate sector. On that day, Escrow Options Group merged with Everest Escrow to become one of the largest independent, full-service escrow firms in the marketplace. The company now boasts 12 locations across five counties, where its collaborative and culturally diverse team of experts is delivering personalized, ethical and reliable service to consumers and industry partners.

President Tara Johnson says that the merger was more than a year in the making, and that she and her colleagues took their time crafting this new entity from the best assets of both companies. As the former president of Everest Escrow, Tara was a key driver of that company’s success, and she relished this opportunity to identify both companies’ strengths and apply them to a forward-

looking business model. “The great thing about both brands prior to the merger is that they both had the same foundation of ethics, culture, trust, accountability, service and innovation. When we merged, it made our values that much stronger. It made us bigger and better able to serve our clients as the best in the industry.”

The fact that the merger occurred in the midst of the pandemic did not dampen the team’s enthusiasm.

According to Regional Sales Director Tom Blank (also a lateral from Everest Escrow), at a time when other companies may have crumbled, theirs kept focus on helping clients remain calm and keeping transactions on pace.

“Our escrow officers and staff continued to work every day closing transactions and getting people into homes,” he says.

ExecutiveAgent Magazine

Experience the Best Escrow Option

SOC compliant. Further, Escrow Options Group is the only company in the industry to be trained directly by the FBI in the areas of wire fraud, cyber security and information security.

Bernadette explains, “We have the most updated software firewalls available, and our IT team is SSAE certified. We have never suffered a data breach, but in the event that fraud should happen, we also carry a cyber insurance policy.”

With complementary notary services and offices sanitized by MarkedSafe and its EPA-certified, hospital grade cleaning system, clients can feel 100 percent safe when trusting their health and transactions to Escrow Options Group.

As real estate transactions have surged amid low interest rates, the team has learned that its personalities mesh well, and it has pulled together as a cohesive unit. Bernadette Kerkes is the Director of Marketing and continues her longtime tenure with the Escrow Options Group brand.

“I love the brand and the company,” she says. “It’s not a job, it’s not work, it’s just fun. It’s great to be able to put a creative turn on certain things and implement my own escrow background to help us grow. I love participating in our success and the success of our Realtors® and clients.

This is a family, not just an organization. With the merger, we have all collaborated so well together, and our partners and clients feel it too.”

At a time when more business operations are moving home and the world in general feels unsafe and the future uncertain, Escrow Options Group is setting a new standard for information security. It is both SSAE Certified and

ExecutiveAgent Magazine

At Escrow Options Group, people are not just a line item on a spreadsheet. Whether employees or customers, people are valued as individuals. This ethos is reflected in the longevity of employees coming from both merging brands, as well as the loyal customer following that is driving the group’s growth.

“The difference between us and other companies is simply caring,” Tom says. “We care about our clients so much that we take the time to explain the process and look at each file to make sure there are no issues or errors. The same team is dealing with the file throughout the entire transaction. They care about the consumer and want to get them in their home and make sure they got exactly what they needed. As a result, our relationships come back year after year.”

Tom concludes, “We want Realtors® to understand that we’re here to close each transaction as quickly and as efficiently as possible. Our goal is to take the stress out of the escrow process and make them shine with their clients.”

Escrow Options Group 9901 Irvine Center Drive Irvine, CA 92618 Tel: 800.794.3075 Email: info@escrowoptions.com Web: https://escrowoptions.com CA DFPI #9632271

Tara adds, “We take care of each and every escrow we get with the respect and care they each deserve. We are not believers in an assembly line process. Our escrow officers have their hands on each transaction through the entire escrow process.”

Escrow Options Group invites Realtors®: “Let us help you make time for what you do best — sell real estate.”

ExecutiveAgent Magazine

Your Real Estate Business deserves the BEST option for Escrow.

We set the bar for Escrow excellence by offering you more than just traditional escrow services.

Adding value to you and your clients’ escrow experience is our goal. That’s why we offer so much more to you and your clients, at no extra charge.

Complimentary Agent Wired Commissions at closings Complimentary Seller notary signing service SSAE SOC Certified to safeguard your clients information Cyber Insurance Policy

The only Escrow Company trained directly by the FBI on wire fraud and cyber theft Multi-lingual teams 12 office locations in 5 major counties

Electronic document signing for a faster closing experience

Let us help you make more time for what you do best; sell real estate.

escrowoptions.com

(800) 794-3075

Back to Boot Camp

Y

ou know, whenever you are going to make a major change and begin to undergo a different lifestyle, it is probably good to make a massive move in that direction. Think about it. As the old saying goes, “If you always do what you have always done, you will always get what you have always got!” So if you keep on living the way you are living, you will keep right on with the life that in many ways you wish was changing!

So how do you change your life? You change what you are doing!

This is the basic idea behind the military’s Boot Camp.

You know the drill. This is where they take a bunch of 18-year-old kids who think they are in pretty good shape, both physically and psychologically and they put them through six weeks of misery! But the misery is intentional!

All of the hard work and physical and mental exercise they put the young folks through is to strengthen them and to prepare them for the jobs they will be performing later on. Could you imagine if the military took a lackadaisical approach and greeted every new recruit with, “Welcome to the Army. We are going to work you easy into your new lifestyle. You can get up tomorrow around ten and brunch will be served at eleven. Come as you are.” No way! They get them accustomed to drastic and massive change because they want them to have drastic and massive change in their lives. The only time they ever got up at four a.m. before was to go fishin’! Now it will be every morning!

So what about a life boot camp? Is it possible? Is it something we could, or should, try? I think for many people, the idea of a six-week period of drastic change would be great for them. Even if they didn’t live that way the rest of their lives they would still probably make a major shift in the direction they want to go and would be happy with the results they would receive.

So here are some thoughts on ways you could go through a life boot camp. Give it a try for six weeks, just like in boot camp, and see if it doesn’t make a difference in your life. As always, if you are going to do something physically, contact a doctor and if financially, contact your financial advisor before beginning anything.

Health.

Try getting up a half hour earlier and going for a walk or a run every day. Perhaps you just skip a half hour of television at night and do it then.

Try cutting out desserts or other favorite fattening foods.

Emotions.

Make contact with a broken relationship and begin to get together with them to restore your friendship.

Take time each day, even if just for fifteen minutes to sit quietly in silence or with some soft music just to quiet your spirit.

Finances.

Don’t make any new purchases that aren’t essential for six weeks.

Take any extra money you get and pay it all toward your debt. Every nickel!

Spiritual.

Attend your local family of faith for six weeks in a row.

Take time each day to listen to some spiritual music or read good faith building literature. (This can probably be combined with the time you take for emotions) These are just some thoughts for you. I am sure you can come up with some of your own. The idea is to make a drastic step in the right direction. Maybe you do all of them; maybe you combine just a few. The goal, however, is to put yourself into a life boot camp situation. That is what will help you change and make you strong!

Come on soldier, the trumpet is blowing!

Chris Widener is a widely recognized speaker and best-selling author on the topics of influence, integrity, leadership, sales, and personal development. His dynamic seminars help people lead successful lives, become extraordinary leaders, and transform into masterful salespeople. For booking information, contact Michelle Joyce at 704-965-2339 or visit www.ChrisWidener.com.

ExecutiveAgent Magazine

21

How to Read People Like an FBI Agent

W

ouldn’t it be great if we could tell if someone was lying to us?

Research shows that within five minutes of meeting someone, we can often evaluate them with 70 percent accuracy. Although that seems effective, the remaining 30 percent can be costly.

To be a successful undercover FBI agent, I had to learn how to read people within minutes—and failing to accurately evaluate the person in front of me could jeopardize an entire assignment.

Detecting lies is hard work, and there is no single magic indicator, but here are two things you should know: 1. Approximately 55 percent of meaning is conveyed through body language. So accurately reading nonverbal cues is important if you want to avoid being scammed or deceived.

2. Conversations are just a string of words and gestures placed together to create meaning. One word or gesture by itself can mean many things—but it can also mean nothing. It’s important to observe a person’s initial behavior to establish a norm.

It’s a serious error to interpret a solitary gesture.

Scratching the head can mean confusion—or a serious

22

case of dandruff. Many people punctuate with constant gestures and movement while others are relatively still. They key is to notice how these gestures change throughout a conversation.

Here are three areas to pay particular attention to if you want to read people like an FBI agent: 1. Hands are a gold mine of information.

There are more nerve connections between the hands and brain than any other part of the body. Our brain is hardwired to engage our hands to accurately communicate emotions, thoughts and feelings.

Some common telling hand gestures are: • Hand steepling (placing the tips of your fingers together, similar to a praying gesture) indicates you are confident of your thoughts or situation.

• Clenching hands shows stress or concern.

• Stroking the neck with one finger is a sign of less-than-normal confidence and is a subconscious way of relieving stress (the common number of strokes is five).

2. Always believe the feet.

As unglamorous as it sounds, feet are the most honest part of the body. People tend to bounce up and down when they see someone or something that makes them happy.

ExecutiveAgent Magazine

I once met an individual whom I suspected was in contact with a Russian spy. Initially, his answers were forthcoming and his body language was relaxed. But when I moved the conversation toward the Russian spy, he uncrossed his legs and sat with his feet flat on floor, ankles locked. This didn’t necessarily mean he was lying, but it did indicate he became stressed when the conversation shifted.

Use these tips to identify telling gestures: • Jiggling of a leg while seated indicates the person is uncomfortable or stressed about something that was said. Some people always jiggle their leg, so notice when they start kicking—it indicates they are being asked something they don’t like.

• Locking ankles, one over the other, indicates the individual is mentally “biting their lip” and holding back a negative emotion, uncertainty or fear.

• Pointing feet toward the door or elevator is a sign they are looking for a way to end the conversation. Many times the body will be angled in the direction of the feet even though the person has turned their face toward us.

3. Be wary of facial expressions.

Facial micro-expressions can be telling, but they can also be deceiving.

person was thinking or saying. Children are told to “wipe that look off your face,” so we learn at a very early age to control expressions.

Look for these gestures that are more telling than facial expressions alone: • Covering our mouth as children indicated we were being deceitful, but when adults are being deceitful, the hand is placed on the face in a nose-touch gesture. It can also mean they are being very careful in how they word their next response.

• Raising eyebrows is a sign of excitement to see someone or positive emotions we can’t hold back.

• Tilting the head is a powerful way of saying, I am comfortable. It’s very hard to do if we are around people we don’t like.

• Hand touching, face touching, crossing arms and leaning away are all clues that, by themselves, mean nothing, but together they are a highly accurate sign of deceit.

LaRae Quy is former FBI counterintelligence and undercover agent and founder of the Mental Toughness Center. She writes for audiences who are hungry, scrappy and ambitious in the pursuit of their goals—and drawing upon her own experiences as an FBI agent, she shows them how grit trumps talent by combining hard-nosed neuroscience with social psychology.

I never relied on them to accurately assess what a ExecutiveAgent Magazine

23

Know of a Realtor doing amazing things?

NOMINATE them to be our next

Executive Agent of the Month

EXECUTIVEAGENT

TM

MAGAZINE

Joe

Villaescusa

ExecutiveAgent Magazine

Written by H. K. Wilson - Photography by Ian Wiant

W

hat does it take to create an all-star real estate experience? Joseph Villaescusa, CEO and owner of CENTURY 21 Allstars, would tell you that it takes heart, perseverance and an outstanding team of dedicated professionals.

A SoCal native, Joe graduated from Artesia High School in Lakewood, CA where, due to his remarkable athletic talent, he won multiple honors in football, track and wrestling. While attending California State University Long Beach with an eye toward a career in law enforcement, Joe encountered the man who would change his destiny: Al LePeter, the owner of Americana Realty in Bellflower, CA. After an interview that felt more like an interrogation, Joe recalls, “Broker Al replied I could start the following day. However, if I was not in the office by 7:30 a.m. the following morning, do not bother to return. I did what I was told, and after a 30 minute training session, I was handed 300 flyers, script cards and directed to door knock.

Terrified, knees shaking and feeling like I was going to get sick, I walked up each pathway, knocked on the door and prayed that no one would be home. After talking with many homeowners, it actually turned out to be a good first day.

I found a buyer who purchased the broker’s listing, and I listed that buyer’s property the same day.”

Joe thrived in real estate and, just two years into his career, he was offered the opportunity to open a CENTURY 21 office in Norwalk, CA. David Kellerman became Joe’s next mentor, who told him, “It takes a lot more determination and dedication operating and leading a real estate organization. Being a top agent will not be good enough.”

Joe heeded David’s counsel and embraced the training and mentoring of colleagues, turning his fledgling office into the powerhouse it is today. With more than 250 agents housed in the brand’s landmark office in Pico Rivera, CA, the firm and its agents have continually earned top honors in the industry, along with the loyalty of the clients who return year after year. CENTURY 21 Allstars is ranked the region’s top office by the local board of Realtors® and throughout the entire CRMLS; is the number one office in the State of California for decades; and has been named the number one office in the U.S. and worldwide throughout the CENTURY 21 System.

ExecutiveAgent Magazine

The Making of an All-Star Real Estate Experience Recognizing that success is not a siloed accomplishment, Joe expresses his gratitude for the many leaders within the company who ensure the success of everyone, like General Manager Richard Estrada, Kyle Estrada, Laura Sandez, Lillian Hernandez and Robin Alvarez. “I

have been blessed to have hired some of the most loyal and dedicated management team members one could ever imagine,” he says. “There are many others I could put on the short list who have contributed to the success at Allstars.”

ExecutiveAgent Magazine

From his supportive parents and the exceptional coaches who guided him in his youth, to the many real estate thought leaders who have honed him as a professional, Joe says he is grateful to all who have shared his journey. He attributes his success to his association with some of the best in the business, regardless of brand affiliation, and a willingness to remain coachable and committed.

A notable figure in the real estate community in his own right, Joe leads with dynamism and is paying forward opportunities and mentorship to the agents who are partners in his brand. He inspires others with his enthusiastic cry of “Show up! You cannot become successful or have a chance in this demanding business if you do not show up daily,

both physically and mentally.” And, “Don’t be average!

Hopefully, each of us entered this business to have an exceptional life and a comfortable future based on our desire not just to blend in and stand out.”

Joe and his wife, Sandra, have been married for 27 years and have four children: Joey, Jacob, Jason and Jewel.

“Today, both my adult sons, Joey and Jacob, are Realtors® and are working beside me. My daughter, Jewel, loudly reminds her brothers she will be their boss in the future, and for each of them not to get too comfortable — girl power!” Joe is an avid reader and photographer, and he says his “last hoorah will be on the sidelines of a super bowl game and the Olympics.”

ExecutiveAgent Magazine

According to Joe, the many agents who enter the industry with a “true desire to help others and build a memorable life and career for themselves” are what drive his enduring momentum in real estate. “I believe real estate is the last, entrepreneurship industry existing today. Just to think, with a high school education or equivalent, limited resources and regardless of past challenges, one could enter this field and if trained properly, accomplish every financial goal and live the life others only dream about. This takes dedication, hard work and daily determination, but I am a witness to countless individuals who have made the above believable and a reality.”

Joe’s promise to those who choose the real estate path and are willing to put in the work is that he will meet them as a leader who truly cares about their success and will prove it on a daily basis. “I am forever grateful for this real estate industry, the lifelong friendships and the brand I have chosen — CENTURY 21 Allstars.”

THE VILLAESCUSA FAMILY ExecutiveAgent Magazine

Joe Villaescusa - CEO/Owner CENTURY 21 Allstars 9155 Telegraph Rd. Pico Rivera, CA 90660 Tel: 562.863.2121 Email: Joe@c21Allstars.com Web: www.c21Allstars.com DRE # 00948172 ExecutiveAgent Magazine

MALIBU LIFESTYLE MALIBU, CALIFORNIA With generous space, luxurious furnishings, guesthouse, pool, and panoramic ocean vistas, this chic Malibu residence is gated, with a guardhouse, on over 2.9 acres with approx. 256 feet of beach frontage. The main house features vaulted ceilings and herringbone hardwood floors highlighting spacious office, entertainment room, recording studio, gourmet kitchen with butler’s pantry, formal living and dining rooms, wine room, and staff office. Three en-suite bedrooms plus elegant master with dual baths and walk-in dressing closets, in-ground saltwater spa, outdoor shower. Three-story guesthouse has three bedrooms, large main room, full kitchen, mirrored room, bath, bonus room, plus a patio with an aquarium-wall.

Beautiful grounds for entertaining with stunning views, pool/spa, patios, lawns, basketball court. Stairs and funicular to cabana; steps to sandy beach, with huge wood deck for beachside entertaining. Ample parking. Malibu lifestyle at its best with 7 Bedrooms, 10 Bathrooms. 27560 Pacific Coast Hwy., Malibu, CA. $125,000,000 32

ExecutiveAgent Magazine

Chris Cortazzo is an icon. His name is synonymous with Malibu, a rare breed of real estate agent who was born and raised in the famed coastal haven. When Chris speaks about his beloved hometown, you don’t just hear the passion in his voice — you sense it at the soul level. It’s one of the many reasons why countless celebrities and high-profile business leaders continue to seek him out for real estate representation. “Malibu is the greatest place to live and work in the world,” he says. “My clients trust me because I know the market better than anyone.”

With over $5 billion in sales, Chris has been widely hailed for his outstanding production and his market making opinions, which are sought after by business and financial publications, and broadcast media.

Chris Cortazzo

DRE # 01190363

Tel: 310.457.3995 chris@chriscortazzo.com https://chriscortazzo.com ExecutiveAgent Magazine

33

MALAGA COVE RETREAT PALOS VERDES ESTATES, CALIFORNIA There are no photos that can capture the unmatched and expansive Ocean, Coastline and Queen’s Necklace views of this one of a kind, lower Malaga Cove home. After your workday is done, imagine coming home to the most stunning, calming, and restful retreat that you get to call “Home”. There was no detail forgotten in this 2015 exquisitely updated 4 bedroom/4 bathroom sanctuary. It is light and bright and the sense of calm is felt everywhere. 532 Via Almar $3,998,000 34

ExecutiveAgent Magazine

Steve and Ceci Watts are Palos Verdes’ preeminent real estate partnership. They are consistently garnered Top Agent Awards and their reputation and statue in the industry are without parallel. With over 33 years in the industry and calling Peninsula their home, Steve & Ceci Watts are trained professionals and marketing specialist whom utilize a wide variety of advertising media and methods; including the latest technological advances and customized online prospect matching. Having sold over a billion dollars in real estate on the Peninsula and South Bay, they are consummate professionals willing to go any distance to get the job done for their clients.

Steve & Ceci Watts

DRE # 00966894 / 01040493

Tel: 310. 874.8775 SteveWatts@vistasir.com https://wattsrealestate.com

ExecutiveAgent Magazine

35

36

ExecutiveAgent Magazine

GRANDIOSE ELEGANCE 25556 BRASSIE LN., LA VERNE, CALIFORNIA 91750 Grandiose Elegance define this Custom Built Hilltop Estate. This expansive property is located within one of the Most Exclusive Gated communities of North La Verne. Enter through 2 private Community gates before passing through your own secured gate leading up the long driveway across beautiful 2.11 acres. Split driveway offers added parking for guests or larger vehicles! The Dual staircases taking you to the Grand Fourier open to Cathedral ceilings showcasing the gorgeous iron Staircase & vast sweeping floor plan. Your own elevator offers a sense of convenience and luxury taking you from the 8 car garage right to the 2nd level. A true Chef’s Kitchen offers every necessity with a walk-through Butlers Pantry, prep sink & more! This estate was curated to ensure your parties go by with ease! Key to any pool party, the wet bar has seating & pass through windows to the backyard! Retire to the Master retreat with its own sitting room, 2 way fireplace & wrap around balcony. Ensuite bath has a TWO-STORY walk-in closet with a built-in organization system & laundry hookup. Everyone relishes California’s unbeatable sunsets, so why not sit & bask in the tranquility & panoramic views of the mountains. Step into paradise in the backyard with its Pristine Pool, Ample lounging areas, spacious Spa with relaxing water features, as well as a covered Outdoor Kitchen & Fire Pit. Breathtaking Views of Live Oak Reservoir, Marshall Canyon Regional Park & shimmering City Lights! $2,698,000

Carl Capitano

DRE # 01078792

COMPASS 303 3rd Street # 200 Huntington Beach, CA 92648 Tel: 626.890.0050 carl@carlcapitano.com https://www.compass.com/agents/carl-capitano ExecutiveAgent Magazine

37

MANHATTAN BEAUTY MANHATTAN BEACH, CALIFORNIA Welcome home to this beautiful, sand section, south-facing single-family home. This fabulous 3 level home is just 4 blocks to the fantastic beach, strand, restaurants, and shops of Manhattan Beach; and walking distance to award-winning Grand View Elementary school. This is a home you won’t want to miss. $2,799,000 38

ExecutiveAgent Magazine

Hoffman Murphy Team DRE # 01008829 / 01070673 Keller Williams Realty

Tel: 310.939.9393 Email: info@hoffmanmurphy.com Web: www.hoffmanmurphy.com

ExecutiveAgent Magazine

39

STYLISH BEACH HOME MANHATTAN BEACH, CALIFORNIA Stepping into this artfully stylish Beach Home two blocks from the sand, you are immediately surrounded by rarely seen custom finishes and upgrades. Unique & visually striking with the highest level of aesthetically functional improvements on a beloved old beach classic. Home away from home or principal residence, this lovingly restored property will delight even the most discerning. Some but not all of the noteworthy enhancements include: ~New Roof~New Lighting fixtures - LED lighting throughout ~Lutron Caseta lighting control with screw-less wall plates~Cat 5 Cabling throughout~New Exterior Spiral Staircase~All Upstairs Family Room & Kitchen Doorways Raised and Expanded~Outdoor Shower~Electric Car Charger Outlet in garage (240V)~Luxuriously landscaped back & side yard ~Raised and put in new wood fence in backyard~All New window coverings~Tiled front entry steps inside & out~New Custom Handrail in Entry. 228 28th Place, Manhattan Beach. CA. $2,100,000 40

ExecutiveAgent Magazine

ALISON CLAY-DUBOFF DRE # 01786922

310-200.3037 Alison@AlisonRealEstate.com www.AlisonRealEstate.com Alison is a bold presence in every area of her life, and she brings passion, creativity and purpose to everything she takes on. “I do everything I can to deliver excellence,” she says. “It’s not just the transaction, it’s the experience that matters. I am someone who listens and speaks the language of your goals.”

ExecutiveAgent Magazine

41

42

ExecutiveAgent Magazine

ORANGE ESTATES CHARMER DOWNEY, CALIFORNIA

DOWNEY HOME, located in the Orange Estates, & first time on the market for over 50 years. This beautiful home is now ready for a new owner to appreciate its charm. ENTRY/FORMAL LIVING ROOM: hardwood oak flooring. FORMAL DINING: bay window, beautiful chandelier. FAMILY ROOM: 1 of 2 fireplaces (gas/wood), light oak wood flooring, double sliding doors leading to a nice size patio, sky lights for some natural light. ENTERTAINMENT ROOM: Bamboo flooring, stone fireplace (wood only), 8 ft wet bar with refrigerator/wine cooler. KITCHEN: granite counter tops, stainless steel appliances to stay, breakfast nook, honed slate tile flooring. MAIN BATHROOM: Santa Fe Theme, (2) hand-painted sinks, tile shower. 2nd BATHROOM: step in shower. MASTER BEDROOM: spacious, walk-in closet, master bath with soaking tub & separate shower, french doors leading to patio area. MOTHER-IN-LAW QUARTERS: small kitchenette & shower bathroom. EXTERIOR: nice size front yard & back yard with auto sprinkler system. Jacuzzi SPA in-ground: 4 person. Nice paved patio nicely located to provide access from various areas of the home. Stucco block walls for privacy. Mature fruit trees (Grapefruit and Lemons). 2-car garage with direct access and laundry location. Large driveway enough for 6-8 cars & RV Parking. Property is located on a very quiet street near the riverbed with bike & walking trails. Rio Hondo Golf Country Club just a couple of blocks away. $829,900

Virginia Hernandez DRE # 01502531

CENTURY 21 Allstars Tel: 562.587.6758 Email: Virginia.hernandez@century21.com Web: www.homesbyvirginiahernandez.com ExecutiveAgent Magazine

43

Change Begins With Choice

A

ny day we wish; we can discipline ourselves to change it all. Any day we wish; we can open the book that will open our mind to new knowledge.

Any day we wish; we can start a new activity. Any day we wish; we can start the process of life change. We can do it immediately, or next week, or next month, or next year.

We cannot allow our errors in judgment, repeated every day, to lead us down the wrong path. We must keep coming back to those basics that make the biggest difference in how our life works out. And then we must make the very choices that will bring life, happiness and joy into our daily lives.

We can also do nothing. We can pretend rather than perform. And if the idea of having to change ourselves makes us uncomfortable, we can remain as we are. We can choose rest over labor, entertainment over education, delusion over truth, and doubt over confidence.

The choices are ours to make. But while we curse the effect, we continue to nourish the cause. As Shakespeare uniquely observed, “The fault is not in the stars, but in ourselves.” We created our circumstances by our past choices.

And if I may be so bold to offer my last piece of advice for someone seeking and needing to make changes in their life - If you don’t like how things are, change it!

You’re not a tree. You have the ability to totally transform every area in your life - and it all begins with your very own power of choice.

We have both the ability and the responsibility to make better choices beginning today. Those who are in search of the good life do not need more answers or more time to think things over to reach better conclusions. They need the truth. They need the whole truth. And they need nothing but the truth.

44

Jim Rohn knows the secrets of success - in business and in life. He has devoted his life to a study of the fundamentals of human behavior and personal motivation that affect professional performance. He can awaken the unlimited power of achievement within you! Reproduced with permission from the Jim Rohn Weekly E-zine. © 2008 Jim Rohn International. All rights reserved. For information contact FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com; http://www.FrogPond.com.

ExecutiveAgent Magazine

ExecutiveAgent Magazine

45

Powerful Presentations Speaking For Success

I

t’s been said that many of us would rather die than get up in front of a group and have to speak with any level of comfort. Too often the childhood scenario of being in front of the classroom ruminates in our brain and in a second, we are back to being that timid kid at the front of the class stammering, and hoping the recess bell rings to save us.

The truth is whether you are offering a toast at a wedding, introducing business colleagues to each other, or actually presenting at a meeting, powerful presentation skills are a terrific asset and immediately communicate your level of personal power.

In our consulting practice, we find with a heightened awareness, most people can improve their communication skills to in many areas of their personal and professional life, even if they are not professional speakers. Here are a few things to remember when presenting:

1. TEST the sound equipment BEFORE the event or meeting. Nothing is worse than annoying feedback or a microphone that cuts out or isn’t working. Get there early and check out the equipment with the Audio Visual department. The biggest mistake made is testing the microphone close to your mouth, and then presenting with the microphone a foot or more away.

2. Learn to use a MICROPHONE effectively. So many presenters frustrate their audience because they turn away from the microphone as they speak, have it too low to make it effective or worse, mumble their words. Others may speak too loudly, which is equally annoying. Practice, practice, practice.

3. DRESS for success. Neat, clean, professional dress is key, unless you are an entertainer or a celebrity.

The rest of us need to look the part.

4. Basic EYE CONTACT is essential to make the connection with authentic and personal connectivity to one or a hundred people. Be sure to make eye contact with those you are passing as you walk to the front of the room.

This initiates a more personal and real experience for those about to hear your presentation.

5.

46

confidence or self esteem will be easily read by your audience if you are unsure of yourself. Any communication you deliver is more about the message, than you. Being prepared will help you communicate in a more relaxed, but powerful way.

6. OUTLINE your presentation in short bullet points on a card or sheet of paper to help prompt you during your presentation and to keep you organized. Don’t freelance it or read it word for word. Trying to remember everything you wanted to say and backing up to add it later will impact your credibility.

7. If you are using VISUAL AIDS or power point in your presentation, don’t rely on it so heavily you are not relevant to the program. Go to black between slides, keep the words LARGE and avoid the impulse to put too much on each slide. If they are reading the screen, it detracts from you as the presenter.

8. STICK to your allotted time. Don’t go beyond the time allowed or you may wreak havoc on the rest of the program timing.

You don’t have to be a professional to deliver a report, a toast at a wedding or honor a high achievement by an employee. Delivering the best you is the best policy for any communication opportunity that allows for your special leadership and expertise to shine.

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

She has 24+ year career in the real estate industry and holds the GRI, CRS, LTG & CREC designations. She is the CIO for U.S. Learning, Inc. and a frequent spokesperson for sales industries nationwide. Copyright© 2005, Terri Murphy. All right reserved. For information about Terri’s presentations, contact the Frog Pond at 800.704.

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

FrogPond.com

Be conscious of your BODY LANGUAGE. Your ExecutiveAgent Magazine

ExecutiveAgent Magazine

47

Communicating With Your Customers

W

hat happens when customers try to communicate with your company? For example, when they have a complaint or want some information? Is it a positive experience-one that will ensure their continued loyalty? Or is it a frustrating experience-one that will make them easy prey for your competitors?

I’m sure at sometime you have ended up in “voice mail hell” after you have gone through the “press one” for this and “press two” for that. In a recent customer service class, several participants told me that the impression they receive when they have to navigate through a long automatic routing system is the feeling that the company does not really care about the customer, just in saving money.

What about your company? Do you have several methods for customers to contact you? Or do you set up as many barriers as you can to try to force them to use your website? Yes, websites definitely have a place in the communications mix, but customers should have other options, too. Not everything can be answered in a FAQs section.

Are your systems highly responsive? Are your e-mails, voicemails, and tweets checked often? Do you have online, live chat available? Everyone is in a hurry today and they need information NOW, not in 48 hours as one company told me when I requested information. At least they set my expectations by telling me when to expect a reply. Many companies do not even do that.

you can put up a portal to the company and your customers can literally plot their own course. The key is a variety of choices that make communication fast and easy because that is often one of the ways your customers judge your company and decide whether to do business with you or not.

In general, make your contact channels customer friendly. I recommend that you perform a “dummy check” on your various methods to contact your company. Have a friend or business associate call your company to see how easy it is to get their questions answered. You may be surprised!

And as always, please think of me to help your organization establish a culture of true customer service or build better teams. peggy@peggymorrow. com.

Peggy Morrow, CSP, is President of Peggy Morrow & Associates. She is an author, consultant, certified professional speaker and training consultant in business for over 27 years. Author of two books on customer service, she has also published over 400 articles on management and customer service as well as being named a “content expert” for Inc Magazine’s web page, Inc.com.© 2012, Peggy Morrow. 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.

In the “old days,” our method of communication with customers was by telephone or the written word. Then it moved to FAX and finally e-mail. Now

48

ExecutiveAgent Magazine

ExecutiveAgent Magazine

49

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

11/25/13 6:02 PM

EXECUTIVEAGENT

TM

MAGAZINE

SEARCHING FOR OUR NEXT

COVER

DO YOU KNOW SOMEONE

TO NOMINATE? Submit Nominations to: FArrias45@gmail.com Tel: 949.297.8323

One Time Close (OTC): Construction-to-Permanent Loans Kinecta’s Construction-to-Permanent loan is the perfect fit for clients looking to build with a knowledgeable lender who simplifies a complex process and keeps it running smoothly.

Program Highlights • 30-year fixed, 10/1 and 7/1 ARM products, with no-point and lender-credit options available

• Lending based on future value determined by completed appraised value with lot ownership

• California-based lender with portfolio underwriting

• Owner-occupied and second home

Contact our construction-to-permanent experts today.

Joe McGreevy Mortgage Loan Consultant cell: 714.396.1619 efax: 310.536.3621 NMLS# 66072 joe.mcgreevy@kinecta.org kinecta.org/jmcgreevy

Kurt Olson Sr. Mortgage Loan Consultant & Construction Loan Specialist cell: 619.507.4642 efax: 310.727.8071 NMLS# 378459 kurt.olson@kinecta.org kinecta.org/kolson

Tayt Ianni Sr. Mortgage Loan Consultant ph: 310.727.9119 cell: 949.689.8639 NMLS# 310914 tayt.ianni@kinecta.org kinecta.org/tianni

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.

Subject to credit and property approval. Rates, program terms, and conditions are subject to change without notice. Not all products are available in all states and for all loan amounts.

Other restrictions and limitations may apply. The actual terms of the loan will depend upon the specific characteristics of the loan transaction, the applicant’s credit history, and other financial circumstances that may apply.

25081OC-06/20