CALIFORNIA MORTGAGE 3-14-22

CALIFORNIA MORTGAGE EDITION

How to Speed Up

FIRST-TIME HOMEBUYER

SUCCESS-

TRANSACTIONS

THESE 7 HABITS ARE THE REAL SECRET TO SUCCESS

KILLING CLIENTS WITH

KINDNESS AND VALUE

FEATURED LENDERS

BRENDA DINTINO JAN REGALA-FREEMAN

COVER STORY

CHARLY BATES

CONTENTS 4) HOW TO SPEED UP FIRST-TIME HOMEBUYER TRANSACTIONS

16) SUCCESS–THESE 7 HABITS ARE THE REAL SECRET TO SUCCESS

13) EVERY PLAYER IS VALUABLE: HOW TO BOOST YOUR TEAM’S MORALE

20) KILLING CLIENTS WITH KINDNESS AND VALUE

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How to Speed Up First-Time Homebuyer Transactions Working with first-time homebuyers can be among the most rewarding real estate transactions an agent can embark upon.

Not only are you helping guide newcomers into the housing market, but you’re also witness to the excitement and triumphs along the way, including handing over those keys for the first time. While 4

helping first-time homebuyers navigate the transactional process can be a reminder of real estate’s benevolent power, it can also come with its own bumps and bruises.

So, what’s the best way to streamline the homebuying process for first-timers, while maintaining the magic and keeping your sanity along the way?

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While helping first-time homebuyers navigate the transactional process can be a reminder of real estate’s benevolent power, it can also come with its own bumps and bruises.

Set expectations upfront and often.

It’s no secret that communication is a cornerstone of a successful real estate practice and client relationship. Amidst a transaction as complex as buying (or selling) a home, it’s important that no wires get crossed, no questions go unanswered, and no information gets lost in translation. To accomplish this, create communication parameters with your clients up front. Inquire about the communication medium they’re most comfortable with—a text, a call, an email, etc.

Then, tailor your outreach accordingly.

Also, consider setting a weekly time to check in, even if no official progress has been made. This helps clients and agents touch base, float questions and concerns, and get ahead of any problems or developments. Another helpful tool is to draft a transaction timeline for your client that outlines the major milestones along the way, what sort of information will need to be gathered, what steps taken, and what outcomes are possible. This might seem like exhaustive work, but in the era of digital research, clients will come to their own conclusions and biases Top Agent Magazine

whether you like it or not. To stay on the same page and timeline, be the foremost resource for your client, and don’t leave their questions up to chance.

Know your first-time homebuyer programs and perks.

There are a variety of national, state, regional, and local grants and programs that aid first-time homebuyers as they pay their down payment, shop for home or mortgage insurance, and otherwise deal with the financial implications of becoming a homeowner. Sometimes these programs are neighborhood-specific in certain cities, with incentives to buy in up and coming areas. In some cases, there are grants that support underrepresented minority communities breaking into homebuying, and these can go a long way in making the burden of a down payment and associated fees doable. In other words, do your research.

The right program or grant could make the difference in nabbing a dream starter home for your client, while setting them up for future financial success.

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Get pre-approved for a mortgage—and shop around for the best rate.

Not all mortgage rates are made equal. As an agent, you likely have good relationships with area lenders that you trust, but it’s still important to complete your due diligence when helping first-time homebuyers find the rate that suits their longterm housing goals. Also remember that first-time homebuyers are new to this process, and while real estate transactions are complex in their own right, the borrowing and lending processes can be alienating in their complexity. As an agent, it’s your job to play intermediary and teacher, ensuring your clients know their options, are prepared to make an educated decision, and

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feel confident that they’ve chosen correctly. Talk with your preferred mortgage partners to best outline options for your clients’ understanding, laying out a framework that’s informative, projected into the future, and allows them to feel empowered by knowledge.

All in all, working with first-time homebuyers can be an exciting and joyous occasion, as long as you’re adequately prepared for some hand-holding and instruction along the way. Aside from the enthusiasm of successful first-timers at the closing table, you’ll also enjoy the lasting benefit of strong referrals to their friends and family, many of whom will be shopping with you for their own first dream homes.

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CHARLY BATES

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ates is a Manager for wn Lenders ng a team of ficers with an production of $200-$300M.

Charly Bates is a Branch Manager for HomeTown Lenders overseeing a team of 8 loan officers with an annual production volume of $200-$300 million.

One thing you can count on in a small community is that people will always have one another’s back. No one embraces that tradition more than Charly Bates and his team at HomeTown Lenders in California’s Yuba City. “A lot of lenders will get fascinated with what they can do with the tech or social media that’s out there, only 8 Copyright Top Agent Magazine

to hide behind voicemails or texts when problems arise,” Charly explains. “We won’t do that because at the end of the day our clients are our neighbors and we want them to have a good experience.

That means good, honest communication, availability and a quick response when they reach out for help.”

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Charly got his start in the mortgage industry in 1998 as a loan officer with PNC Mortgage. Today he is a Branch Manager for HomeTown Lenders overseeing a team of 8 loan officers with an annual production volume of $200-$300 million. He averages $60-$80 million himself, with nearly 100 percent of that business coming through the referrals of real estate agents, financial advisors, or CPAs with whom Charly has built strong relationships over the last 24 years. They know the passion he brings to helping people solve whatever problems are standing in the way of them being able to afford a home. “The challenges that come along keep this job interesting,” says Charly. “ No two clients are facing the exact same obstacles—whether that is their employment history, credit history, Top Agent Magazine

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“No two clients are facing the exact same obstacles, and each transaction is like a puzzle to be solved. Everyone has different needs, different goals, so it’s about finding out what your clients want to accomplish and bring them strategies and solutions to help them get as close as they can to their dream.” or financial picture—and each transaction is like a puzzle to be solved. Everyone has different needs, different goals, so it’s about finding out what your clients want to accomplish and bring them strategies and solutions to help them get as close as they can to their dream.”

Those efforts earn Charly people’s trust, something he never takes for granted. He follows up every transaction with phone calls to make sure everything is still going smoothly. He emails them on their birthdays and loan anniversaries. He also schedules meetings with referral partners for lunchand-learns and other events to stay in touch with them while adding value. Charly is always looking for ways to support them in their business and charity endeavors.

ach ent ents s to

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During the summer, HomeTown Lenders hosts monthly lunches for local law enforcement, real estate agents, and past clients. Charly and his team also participate in a variety of youth activities through sponsorships and donations.

With three children, Charly’s leisure time is usually spent participating with them Top Agent Magazine

in their various activities or traveling to watch them compete. His youngest daughter is in eighth grade and playing soccer, his oldest daughter is a barrel racer, and his son is in college in Tucson, Arizona.

As for the future of his business, Charly is currently focused on training and mentoring the younger officers his company has brought in, making sure they are Copyright Top Agent Magazine11

knowledgeable and well-qualified to serve future homeowners, and to help them grow their own business. Whether it’s clients,

his company’s various partners, or his fellow loan officers, Charly will always have their back.

If you would like to talk to Charly Bates https://exprealty.com/agents/#/agent/robert-davenport-105309 about a home loan, call 530-218-8307 or email charly.bates@htlenders.com

http://www.justingrable.com 12Copyright Top Agent Magazine

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Every Player is Valuable: How to Boost Your Team’s Morale In the fast-paced world of real estate, it can be easy to overlook the contributions of those lower-level employees who are instrumental in our success, yet are overlooked when it comes to recognizing the important roles they play in keeping our business operating smoothly.

Even a task that seems simple, such as answering phones, can be overwhelming at Top Agent Magazine

times. Letting these employees know that they are appreciated is something that often goes overlooked at busier companies, and can often result in impaired morale overall, as employee dissatisfaction tends to be contagious.

Here are some things that you can do to increase morale and productivity in your workplace: 13

While it’s important to point out when an employee is doing something wrong, it is equally – if not more – important to acknowledge when that employee is doing something right.

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While it’s important to point out when an employee is doing something wrong, and sometimes to reprimand, it is equally – if not more – important to acknowledge when that employee is doing something right. Even a simple compliment can go a long, long way towards building that employee’s morale, and therefore their willingness to go the extra mile for your team.

An example: “Sally, I just heard you on the phone with that client. You sounded very professional and I really appreciate your representing our business that way.”

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Determine what all of your employee’s goals are, and what their expectations for growth might be. There may be lower level employees who are perfectly content doing what they’re doing, and who have absolutely no expectations for growth in your business. Others, however, may have an interest in moving up the ladder. Make it your business to determine this early on, and try to take a personal interest in your employee’s growth with your company. Knowing there is room to grow is an important factor in employee satisfaction, and knowing who wants to grow and who

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doesn’t is something you should be aware of. Groom from within, and your employees will be grateful and work harder.

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If your workplace is highly stratified, with multiple levels of employees (agents, senior agents, loan processers, assistants, etc.,) make an effort to ensure that everyone feels valued as part of the team regardless of what they earn. Various team building exercises that encourage trust and a sense of familiarity can go a long way towards fostering an environment that is less unnecessarily competitive and more productive and cooperative. A quick web search for “Trust Building Exercises” will help you locate many good ways to achieve a newfound level of camaraderie amongst your team. Many of them are quite a bit of fun, too.

Hopefully these tips will assist you in creating a better-functioning, higher-achieving team of motivated, caring employees.

Remember, a chain is only as strong as the weakest link, so be sure to keep everyone feeling appreciated, supported and valued, and your company will only benefit.

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BRENDA “THE LENDA” DINTINO You’ll only need to meet California lender Brenda Dintino once to know that she’s the person you want in your corner when applying for a home loan. Over her 43 years in the mortgage industry she has guided her clients through every kind of market, learning every job associated with the business along the way. She’s sweet spoken—think favorite aunts and warm cookies—but her branding signals the kind of moxie and panache a professional wrestler would envy. You can almost hear Michael Buffer cueing up the rumble.

It’s that experience, financial smarts, and competitiveness on behalf of her clients that makes her special, particularly in a low-inventory market like homebuyers are facing today. “I built this team to level the playing field for my borrowers,” Brenda explains. “We can move fast—two-week closings are routine for us— which allows our clients to compete with cash buyers.

Compare that with some of the bigger banks, which can often take months to clear a loan, and the value is obvious.”

That value isn’t lost on Brenda’s clients. At any given time, 85 percent of her business comes from either repeat clients or referrals. Even during an ebbing market due to Covid her team with Total Quality Lending closed 326 loans for $143 million dollars. No matter what kind of market is happening, Brenda is a constant advocate for homeownership. “Owning your own home is a foundation for a stable life,” she insists “I see our work as helping people improve their position, whether that is showing them how the rent they are paying would translate to a mortgage, or assisting them with a refinance to take advantage of lower interest rates. In those respects, our work is very much like a that of a financial advisor.”

Clients can rely on that relationship for life. Brenda sends them market updates once or twice a month, and Top Agent Magazine

does an annual mortgage review with them to see if there are any developments from which they might benefit. She also sends them notes or cards on their birthday, and stays in touch through social media. They trust her, and these days she finds herself helping her client’s children get into homes of their own.

Brenda has worked with many charities over the years, organizing food drives, donating to homeless shelters, volunteering at food banks. Every quarter her brokerage helps out a specific family in need. She has also helped raise money for the Make a Wish Foundation. When she’s not working, Brenda takes her competitive nature into the kitchen, battling her husband to see who can bring the tastiest new dish to the dinner table!

Going forward, Brenda wants to keep doing what she and her team does best: put people in homes and help them save money. That mission has perhaps never been more important as the nation begins its recovery from Covid. Brenda’s goal for the coming year is to help over 600 families with their home financing.

Contact Brenda at 714-501-1997 or email brendathelenda@TQLend.com 15 Copyright Top Agent Magazine

Success– These 7 Habits Are the Real Secret to Success What makes somesome people so sucWhat isisit itthatthat makes people so cessful andand others not? successful others not?Is Isthere thereaa secret secret recipe recipe one one can can follow, follow, as as easy easy as as baking baking aa cake, cake, which which will will give give them them the the strength strength to to achieve achieve their their ultimate ultimate goals goals and and have have ititall? all?

The The answer answer is is that, that,in inaamanner, manner,there thereis. is.The The trick trick is is in in how how you you think think about about success success and and what what itit means means for for you. you. Many Many people people define define success success as as achieving achieving their their personal personal goals, goals, but but could could this this be be leading leading them them to to look look atat the the world a little too narrowly? The people people that that are are truly truly successful successful in in every every aspect aspect of of 16

don’t stop stop at at simply simply achieving achieving their lives don’t their personal goals. goals. They They succeed succeedin inmany many job,job, reavenues of of their theirlife, life,including includingtheir their lationships, health, andand family just to name relationships, health, family just to a few.a few. name ultra-successful people tend It turns turnsout outthatthat ultra-successful people to have quite quite a number of things in comtend to have a number of things in mon. One One main main skill many possess common. skill seem many toseem to is high emotional intelligence, or the abilpossess is high emotional intelligence, or ity to manage your emotions so that you the ability to manage your emotions so can you staycan calm focused even even in high that stayand calm and focused in

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high stress situations. Luckily, it seems not all of them are simply born with this ability, but have many strategies they use to help them achieve higher emotional intelligence. Here are seven strategies and habits that will help you achieve success in every area of your life.

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BE COMPOSED The first thing successful people always seem to have under control is their composure. Successful people stay calmand composed when the going gets tough and fingers start pointing. They don’t panic. The secret? They understand that in life things are always changing.It doesn’tmatter if something is bad at the moment because that will change soon enough. In this topsy turvy life all you can really do is adapt in order to stay happy and remain in control of how you react.

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BE KNOWLEDGEABLE Have you ever noticed how successful people always seem to have such awide range of knowledge and interests? Successful people do know more because they are always working to grow and learn. They strive to constantly increasetheir self-awareness. If a spare moment exists,then they will fill it with some kind of self-education. They do this because they are passionate about learning new things and ways to improve their life. Ignore the fear of being judged and ask questions, because that is the only way you can learn. Successful people don’t

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fear asking questions. They fear not asking those questions and growing stagnant.

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BE DELIBERATE It is important to think and reason before you come to a decision. Successful people don’t rush. They seek out advice from others, they think of all the aspects, and sleep on their thoughts before finally making their decision. Your gut instinct can be misleading, and lead you to make a rash decision that you will come to regret later.

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BE CERTAIN, AND SPEAK WITH CONVICTION Successful people speak with certainty.

Unless you communicate your ideas with conviction and certainty, then you will have a hard time getting people to listen to them.

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BE POSITIVE Successful people use positive body language when they are talking to draw other people in. Their tone is enthusiastic, they maintain eye contact, leaning in towards the person speaking to show interest. Successful people use it to draw those other people in. How you say something can be just as if not more important that what you say to people. Positive body language can completely alter how your speech is perceived by others, and helps to keep attention on you and what you are saying.

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BE MEMORABLE BY BE MEMORABLE BY LEAVING A STRONG LEAVING A STRONG FIRST IMPRESSION FIRST IMPRESSION You only have once to make a first impresYou only haveare oneincredibly time to make a firstas sion, and they important, impression, and they importthey are closely tiesare to incredibly positive body lanant, as You theyhave are around closely 7tied to positive guage. seconds to conbody language.

7 seconds vince a person toYou likehave youaround after you initially to convince a person to like after them you meet them. That is how longyou it takes initially a person to decidemeet whenthem. they After meet that, you. After that simplyisspending the rest ofthe therest converaisperson simply spending of the sation justifying that initial reaction they conversation justifying that initial reaction had. You yousure make a good they had.can Youmake can sure make you make impression by having strong strong posafirst good first impression by having ture, a firm handshake, a warm smile,smile, and posture, a firm handshake, a warm openopen shoulders. and shoulders.

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BE FEARLESS BE FEARLESS Successful people know that to give in Successful peopleThey know that let giving to fear is a choice. don’t the into fear fear a choice.

They don’t let takeisover, instead focusing onthe thefeart rushake of over, instead, they focus on the rush of euphoria that comes with conquering fears. euphoria that comes with conquering fears.

All of this adds up to having a high emotionAll of this addsWhat up tohelps having emoal intelligence. you atohigh succeed is tional intelligence.What helps you toemosucthe ability to control those whirlwind ceed theyou ability control whirlwind tionsisso can to stay calmthose and focused on emotions so you can stay calm andcan focused actually succeeding.

These habits help on Theseintelligence, habits can youactually gain a succeeding. higher emotional help a higher emotional intellibut asyou yougain probably already know, anything gence, but dealing as you probably know, involving with youralready emotions in anything dealing with your a healthyinvolving manner takes serious work.emoSo, tions healthy takestime. serious don’t in givea up if you manner fail the first You work.

So, don’t up again. if you fail the first must always try give and try time.You must always try and try again.

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JAN REGALA-FREEMAN Delivering an exceptional experience to all clients is Jan Regala-Freeman’s number one priority. As a loan officer at First Technology Federal Credit Union in San Jose, California with an MBA from Notre Dame de Namur University, she has built a solid reputation in the industry. Her entry into the banking and finance world happened about 20 years ago, when she worked in consumer lending. She instantly loved the ability to help people achieve their goals. After transitioning into mortgage lending, she continued to reach new heights. By 2020, Jan was ready to join a company that offered endless opportunities for growth. “I landed at First Tech, the nation’s eighth largest credit union, and it was the best decision I have ever made,” she explains. “I am now able to serve a total of 27 states.”

At First Tech, she can offer a vast range of products, including relocation loans, combination loans, low down payment loans, as well as loans for non-permanent residents with no established credit. “It’s been great for those transitioning from another country and transferring over to the United States”. “It’s helped establish us as a leader for the tech industry as a go to partner for their international relocations.” The majority of Jan’s business derives from past client and real estate agent partner referrals. Those who work with her are blown away by her dedication. “I’m very focused on education,” she says. “My biggest goal is to educate my buyers with the best tools and best options, answering all questions and uncovering any hesitation in the home buying process.” Because the current market is extremely competitive, Jan believes it’s more important than ever to empower buyers. “I can help them

determine what products and options are best for them so they can confidently take the next steps.”

Jan stays ahead by keeping her clients constantly updated and getting tasks done efficiently. One recent buyer said, “My agent recommended Jan and she exceeded my expectations in every aspect. She is on top of her game, and in fact, in my very first interaction with her, she understood my unique situation and was able to quickly propose a creative solution. She was very quick in getting the pre-approval and the initial underwriting approval. She proactively calls to check and make sure all my questions are answered and I feel supported. She has my highest recommendation to anyone looking for a mortgage loan. She is the best.”

Community involvement has been a prominent part of Jan’s life and career, as she loves giving back.

Organizations she has affiliated with include the Boys and Girls Club and the Ronald McDonald Foundation.

She is also on the Housing and Land Committee for the San Jose Chamber of Commerce and a speaker at the Housing Authority of San Mateo County. When she isn’t working, she’s crafting or spending time with friends and family. She hopes to go back to Europe and travel again soon, as traveling is one of her passions as well.

Next on Jan’s list is tackling bigger markets in the United States, as she wants to help as many people as possible with their real estate needs. “Being able to assist them in this is just a tremendous accomplishment. It’s so gratifying for me to be able to see others achieve their dream of homeownership.”

Jan Regala-Freeman, MBA | Mortgage Loan Officer | NMLS# 1078763 FIRST TECH FEDERAL CREDIT UNION jan.regala-freeman@firsttechfed.com | 650.889.0870 Mobile | 855.855.8805 firsttechfed.com/jregala-freeman | Schedule an Appointment https://www02a.timetrade.com/app/firsttech/workflows/firsttech004/schedule/?locationId=ftvirtuallocation&campaignId=members&appointmentTypeGroupId=homeloans&resourceId=Jan.Freeman

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Killing Clients with Kindness and Value

By Walter Sanford

Sometimes, we need to “kill” our clients with kindness and offer value. I know it goes against everything in our nature to turn the other cheek when they are being mean.

Recently, a coaching client had some challenges with a particular client, and I’m sure you have also worked with the kind of client who discourages you so much that you just want to hit the delete button!

How about offering a response that increases your fame and makes the client always wonder what they may be missing? They might not list with you, but they will never forget you.

Included in the balance of this article are the email from the client, the request for help from my coaching client, and then my suggested response.

Email from the Potential Client: Sorry, I have been really busy. Let me tell you where I’m at with everything. You may or may not be interested.

I am definitely putting the house on the market. The house has been rented for the last 5 years with the same family. They originally signed a rent to own lease. Three years ago, they decided they didn’t want to buy it.

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Anyway, I recently informed them that I’m going to put the house on the market. Now, they are reconsidering buying the house. I don’t think they will buy the house, but I guess you never know. If they do buy the house, it would be for sale by owner. I will not let them drag their feet.

We happen to know a lot of REALTORS® in (area). Some are pretty good friends and with that comes opportunities at rates way under the norm. One of them did sell our last house quickly but circumstances have changed. I know you are a very good REALTOR®, because I have heard other REALTORS® talk about you.

You may not be interested at this point anymore. If you are still interested, let me know what your best rate is. Let me know if you are okay with the current tenants on a “for sale by owner” agreement, if that happens.

I would want a short-term agreement. The current rent is higher than my mortgage payment so I’m okay if they don’t buy and I’m not forced to sell at a low price. However, I want to sell ASAP. I’m wanting to purchase another property so I’m not going to overprice the house and I will negotiate.

Email from Coaching Client to Me: Walter, this guy is a college basketball coach. I want to help him, but I need to have a chance to run a successful business, too! How do I answer this?

Email from Me to Coaching Client (to share with potential client): Thank you so much for the nice words. It is very exciting to hear that our hard work is creating some buzz. I think we can accommodate you and exceed your expectations: Top Agent Magazine

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1. We believe that we exceed client expectations more often than most agents, because we spend the time to understand what the client needs.

Then we develop a customized program to meet and exceed that goal.

We would love to help you in accomplishing your real estate needs.

2. We would be happy to exclude the current residents from the listing agreement for 30 days. This would help in motivating the current residents to buy in that they can see the price discounted by the commission, if they commit to buy within the 30 day period. We would like to offer you our closing service that handles everything for a flat fee of $4,000. This handles the contract phase, aligning the team of affiliates, and the closing. This, of course, is at your option.

3..Our commissions are normal for our market, but we save you money over any commission discounter. Our specialty is increasing your net proceeds. We do this by bringing you more buyers with more effective marketing, better negotiating, better systems for handling inspections, better pre-approval tools for your buyer, better contracts, and less post-seller litigation from better contracts. Commission discounts usually cost you money because of the agent’s lack of emphasis on your net proceeds check. It is like a basketball player who is playing with no heart, only for the scholarship.

4. Our rate is retail 6%. This may eliminate us, but that would be a shortsided conclusion. Here are 5 of the ways we can beat any commission discount: A. We beat the average List to sell ratio in (area) by a larger margin than any discount.

B. We beat the days on market, which affects your carrying costs and lost opportunity costs on your equity.

C. We have a low litigation rate as compared to national standards.

D. We can market your home a little over retail due to our marketing.

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D. We urge a pre-inspection plan to get rid of the little and big problems before a buyer is involved and wants everything built new.

5. Our agreements are 6 months, but that is not what sells properties.

Marketing and price sell property. If we are wrong about those two items, we will adjust every week based upon showings and consultations with you.

6. I would also like to advise you on a misconception. Rental costs average about 35% of market rent in our area. Add in lost opportunity costs on your equity that is not doing anything at this point. I can show you how your current position is losing you money every month.

I think our next step is a presentation of the tools we bring to achieve your goals. Listing with friends is loyal, but is it the best business decision?

Do they have the tools and will you hold their feet to the fire when the results are not what you need? (Client’s name), you know the difference superstars make on a team. Let’s go for the win.

It’s not so much whether my coaching client obtained the listing, but he needed to stand up for a profitable, long term business. Never sell yourself short to get business. You will never be happy.

In these situations, I cannot guarantee an outcome, but I can guarantee the client will never forget you. You are planting seeds of discontentment with the small amount of money saved in a commission compared to not achieving their goal. Whether he/she admits it or not, he/she will have respect for you.

Do more lead generation so you won’t have to work so hard on leads like these.

Copyright©, Walter Sanford. All rights reserved.

Walter Sanford has been designing and implementing real estate systems for 30 years.

One of the most successful REALTORS® and now wealthy from his systems, Sanford teaches his systems and strategies through his products, seminars, and personal coaching producing the best results in the industry. Do what works, do what is proven. Hire Walter Sanford. Call our office at 800.792.5837, email walter@waltersanford.com, or chat with us online at www.waltersanford.com.

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