CALIFORNIA MORTGAGE 7-20-20

CALIFORNIA MORTGAGE EDITION

Four Principles to

DEVELOP A GREAT TEAM

The Power of Testimonials & Making Word-of-Mouth Count

COVER STORY

RENEE GLAZE FEATURED AGENTS

KYLE ALCORN JOHN DALY TRACEY STILLMAN

If it’s Good for the Soul,

IT’S GOOD FOR THE BUSINESS

CALIFORNIA MORTGAGE EDITION

KYLE ALCORN

TRACEY STILLMAN

With a passion for helping others and a talent on build Olympic athlete in track and field, and how it would me in the long run. for business, Tracey Stillman wasbenefit destined is fully 9 path 17 And once I walked out18 23 JOHN DALY Alcorn is fully dedicated to any of his office, I felt as for success in the mortgage industry. She people a ursues. As a loan officer at Alameda if this was the 3rd or 4th home I had bought graduated from the University of KansasJohn Daly brings 10 years homeow Jo of gage Corporation, he goes above and with all the knowledge that I walked away in ‘92 and decided to take a job with hersolid financial experience to ca nd to get his clients towards their goals. with. I must have tried putting in offers on 10 soon-to-be father-in-law, who had workedthe table for his clients. After DuringI ugh his company he is able to offer a different homes and he was very efficient in af the housing crash of 2008, working he as a loan officergetting for 20right years at tothe variety of loans, including convenback metime. and letting me know fo partnered with a friend and “I started off as what a processor, then were became Whethe l, down payment assistance, and more. my payments going to look like created Immensity Group (iG) a loan officer and on that pathI needed to know usuallyin vast majority of his business consists of andcontinued all the monetary things in Newport Beach, California. until 2008,” she explains.

When my the market nature. at clients and referrals, a testament to prior to making final offer. I now own W Their mission: to revolutionize crashed, she decided to home work as awill titledefinitely rep Fitness. trong work ethic.RENEE His referral a great be calling GLAZE partners KYLE ALCORN JOHNand DALY TRACEY STILLMAN hi lending and realty services to ly consist of real estate agents, but he is Kyle toBut do my nextthe home purchase.” with a stable salary. once economy started sons, Austin and litM enhance their clients’ expericonnected to a local builder. By keeping everyone gaining steam again,ence Tracey was drawn back to her they are going in tht by meeting their needs with the utmost integrity ted throughout the transaction and providing supeWhen Kyle isn’t working, he’s staying active in the career in mortgages. She’s now been in company the industry for Hotels and is in fu th and character.

“Our specializes in all mortgage customer service, Kyle builds solid relationships community.

Both of his brothers are veterans, so he 28 years total and works a senior mortgage lender at docthe other starts me loanas types from self-employed to full to government last a lifetime. often donates and stays involved in any charities that he says. California.

Movement Mortgagetoincommercial,” Westlake Village, them as much as W po CONTENTS benefit them. During any free time, he’s hanging out tim Born and raised in Denver, Tracey still maintains busialumni of KU. ey continue to refer their clients to me because of with family, including his wife and kids, or playing golf. alliances with So IG prides itself with creating strategic ness in that area, flying there once a month to help ervice level. From day one I knew I had to be at the highly regarded organizations in the industry.

“We clients in person.

Producing about $30-45 million inIT: Looking towardstht IF client IT’S GOOD FOR 15) TAKE MY WORD FOR of my game, so I treat 4) every like they’re my Looking ahead, he hopes to continue growing and strive to meet our clients’ diverse lending and real estate loans each year, Tracey is at the topfor of agents her field, and on. is “I on& expanding intoexT important client.” HeTHE understands important providing a solid foundation to rely SOUL,how IT’S GOOD THE POWER OF TESTIMONIALS he needs through our vast network and relationships,” he only continuing toknown grow. as the guy who always gets things she will continuall transaction is to eachFOR personTHE he works with, and want to be BUSINESS MAKING COUNT says. “I wantWORD-OF-MOUTH them to have as many options as possible, and every client. A s to make sure it’s an amazing experience for all done on time and well.” finds thistimely and communicates I always do my best He to provide service.” entirely built referrals, andimagine I believe lved. “One of my key practices is updating “My the business industryisincredibly rewarding, and can’t doingclients for life, tu John saysoffthe clients he gets become 6) 6 METHODS FOR 18) MANAGERS AND TEAM rs, their real estate agent as well as the listing anything else.

“The best part is having clients come back of it’s because I’m honest and is getwhy thehe jobreports done,”that sheover says.

“Helping people stg which 50% his business BETTER BUILDERS: FOUR t of the home they’re BUILDING wanting to buy.

I feel like a and say, ‘you just made our dreams aPRINCIPLES reality.’

“What you see is what get.

I don’t play games, Helping and There’s nothing lik dr is you repeat and referral.

EMAIL LISTS TO DEVELOP A GREAT TEAM f loan officers only communicate to the other side make homeownership possible for so many people always close on time.” With a closing ratio of 98%, is such a rewarding e the time. My motto is, if real estate agents have amazing It’sthing.” no surprise that his clients give Tracey such onlyanworks on loans she knows will close, sohim stellar reviews ach out to me for an update or concern, I haven’t for his service.

One client wrote recently: “The service once you’re a client of hers you can be confident a my job properly. I hold myself to a high stanand process of dealing with John Daly was smooth and home will soon be yours. She spends time guiding her in terms of communication, which does get tough stress free. This was my second time reaching out to him buyers throughout the transaction, ensuring they underng busy times, but I have practices in place to keep for his service, this time with refinancing my mortgage. stand the entire process make knowledgeable constantly going.” Typically, real estate agents Johnand wascan easily accessible, communicative, and maindecisions. Knowing that thisongoing is likelysupport. one of He thekept largest Phone 310-734-1440 | Faxemail 310-734-1440 clients can expect to hear from him through tained it simple and kept me purchases they’ll ever make, Tracey takes her job text, as he finds it most convenient for everyone, | www.topagentmagazine.com informed through every step of the process. Very friendly mag@topagentmagazine.com seriously, and works and hardhelpful. to get Iclients towardspleased their with the process was extremely ever he does make phone calls if the person prefers No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent and the in service I highly recommend him.” goals. With her background titles,I received. she can provide a mmunicate that way.

Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published level of service while beingorcompletely materials, Top Agent Magazine cannot behigh held responsible for opinions expressed facts supplied thorough. by its authors. offering r the transaction, clients leave address, glowing reviews To subscribe or change send inquiry to mag@topagentmagazine.com.

“Experience matters John in thisprides field. Ihimself can see on things that what he calls “out-of-box“ residential loans.

“This PublishedOne in the U.S. t their time together. recently said, “Kyle made For wouldn’t more information about Kyle Alcorn, is where we are other lenders see. I’m well-rounded.”

NEE AZE

most successful because I offer products to people who ome buying process very easy for me as a first time please call 559-905-7494 or email do not normally qualify for a conventional loan, like e buyer. He laid out all my options for my loans and When it comes to staying in touch, Tracey makes sure kyle.alcorn@alamedamortgage.com self-employed borrowers or high net worth borrowersFor m howed me exactly what the best loan for me was to reach out frequently to past clients referral who need jumbo loans,”and he states.

“I have a vast networkpleas 2 Top Agent Magazine partners. “I have a ofsystem where make contact portfolioCopyright lenders.I Top In addition, we have private moneyemail Agent Magazine with ten people every day,” she type explains.

Focused for investment properties.”

mailto:mag@topagentmagazine.com http://www.topagentmagazine.com

Top Agent Magazine

3

If it’s good for the soul,

IT’S GOOD FOR THE BUSINESS

Visibility, name recognition and knowing you’re supporting the community that makes your success possible are good reasons to take part in community service. But how is it that some people seem to be able to give time to charities while running their own businesses, managing their own families and households, exercising regularly, attending sporting events and concerts, eating well and sleeping seven or eight hours a night?

The truth is, not all agents are able to do everything so easily. But more important is the fact that no one needs to do everything all of the time. The trick is to make sure that, whatever you do holds meaning.

REALTORS® and mortgage professionals who seem the most gregarious in their community outreach are those whose giving seems to fill their own souls. When their 4

volunteer efforts or donations directly impact causes they or their clients care deeply about, “giving back” becomes energizing.

Jason O’Quinn of Prime Lending in Dallas Texas, for instance, says that his family’s ongoing work building homes for some of the poorest families in Honduras fills him immeasurably. “It rejuvenates me,” he says.

“There’s quite a dichotomy between the houses we build there and the houses we finance here,” he says. “It refocuses me, going from financing $1 million homes in Dallas to physically laying cinderblock for $10,000 homes in Honduras. Everything has more meaning when we sacrificially give of our time, talent and treasure.”

The longtime “big picture” for Colorado REALTOR® and property manager, Linda

Top Agent Magazine

Top Agent Magazine

Todd, for instance, has included giving back to the community, whether serving as a lead carpenter for Habitat for Humanity, making deliveries for Meals on Wheels, or pitching in for the sake of baseball. And through her lifelong passion for baseball, she harmoniously blended her personal interests, her work and her community service. For many years, she was so involved Little League the local league named a new field after her. “I cried for 3 days after they told me that!” She and her husband also started a scholarship fund for junior college baseball players and serve as a host family for the rookie league of the Colorado Rockies, putting up newly drafted players in their home.

For Florida REALTOR® and property manager, Mario Gonzalez, neither his business nor his primary community outreach would exist without the other. A retired U.S. Navy pilot, Mario formed his brokerage, Navy to Navy Homes, when he saw a need for military personnel to find affordable homes to purchase. “We got into it to help, but that led to a full-blown real estate business.” Besides providing opportunities for investment and homeownership, the company donates 35% of every commission to Homes for Heroes, veterans’ groups, or organizations benefiting fire, police, medical organizations, churches and homeless shelters. “We’re small, but we give so much back that we were the top Homes for Heroes company in Florida and

top-five nationwide.” But he does none of this for the attention. His friends may call him the “Humble Hero of Heroes,” but helping is Mario’s passion. “To be such a small business and be the top Homes for Heroes affiliate is mind boggling!”

Like Mario, for many, the best service takes place in simple and quiet ways. Illinois REALTOR®, Susie Scheuber, for example, takes a humble approach to giving back. Although she donates a portion of every commission check to the Children’s Miracle Network, she doesn’t discuss this with clients unless they happen to ask. “I do it because I want to and because, to me, giving back is the right thing to do when you’ve been fortunate in business and life,” says Susie.

We all know how inertia works; the more energized we get by certain behaviors, the more likely we are to continue those behaviors. For some top agents, community outreach has become such a natural routine of their daily lives that they never find it burdensome. A good way to add community service into your life, therefore, is through the causes that mean the most to you. For starters, consider giving a small donation after closing to the charity of your client’s choosing. Learning the different causes that they care about just might foster a new mission for you.

If you have a unique story to share about how your community outreach has impacted your life and your business or inspired others, click here for consideration in our magazines: www.topagentmagazine.com/nominate-a-real-estate-agent-to-be-featured Top Agent Magazine

Top Agent Magazine

5

6 Methods for Building Better Email Lists

By Kendra Lee

Email lists can be a blessing or a curse. When they’re composed of real email addresses of people in your target micro-segment, and those people recognize you or your company by name, an email list is an invaluable lead generation resource. When the list is filled with contacts who don’t know of you or your company, i.e. a cold list, lead generation can be though – really tough. Likewise, if your list is populated with fake, inactive, or irrelevant accounts you’re at risk of being banned by your email software provider.

Not surprisingly, I hear from clients all the time asking how to build an email list that will get results for their campaigns.

Should they purchase? Should they attempt to build their own?

Remember that with email list building your goal is to build a list of people within your micro-segment, so quality is more important than quantity. The more similar the contacts, the easier it is to tailor your nurturing and lead generation content to their specific needs.

Here are six methods that will help you build a quality email list.

6

Top Agent Magazine

1

Nurturing and lead generation activities: When you engage in social media, nurturing activities, SEO, and Adwords, those mediums provide forums for you to drive people to your website, start a conversation via a social channel, attend an event you’re hosting, and add people to your list. People who respond really do want to be part of your list.

2

Membership organizations: Whether it’s through industry associations, mastermind groups, or networking events, these types of organizations provide an excellent means for collecting contact information. Generally, people will update or provide their own information because they want other members to have easy access to them so you know the data is current.

3

Shared lists: By finding a peer who targets a similar microsegment with a non-competitive offering, you may be able to forge a partnership in which you promote to each other’s lists. This happens frequently within the high tech space, with consultants, and with professional services organization where they understand the value of collaboration.

4

Research the web and build your own: Increasingly, we’re seeing companies comb LinkedIn, Zoominfo. com, InsideView.com, DiscoverOrg.com and other websites for contact information, and then follow-up with companies to confirm the validity of that information. This approach is time consuming, but it can be very effective. A client who we coached through this process recently got a 41% open rate on their email nurturing campaign. I really like DiscoverOrg for the detailed information they have if you’re selling in the IT or telecom industry.

5

Purchase lists: There are numerous companies that sell email lists, but you need to be careful which vendor you buy from

Top Agent Magazine

7

and how much you spend. Prices typically range from hundreds to several thousand dollars depending on list specificity and size.

One warning: Expect higher bounce rates with these lists and negotiate for that issue when you purchase. To avoid high bounce rates, look for a list company that validates the information. In this way I’ve been very pleased with ExchangeLeads for new lists and validation of current lists. If you don’t have any list, this may be the way to get started.

6

Trade information for information: Sites like ExchangeLeads and Data.com community give you credit for providing contact information for companies you’ve worked with in the past. As you earn credit, you can use it to acquire lists for free. These services generally have a fee option as well, and the data integrity is dependent upon users keeping it current.

Again, look for companies that validate data to reduce bounce rates and wasted time. I really like ExchangeLeads for trading information as well as purchasing it.

Ultimately, my advice would be to focus as much on the organic list building methods (#s 1-4) as possible, and supplement with the purchased methods (#s 5 and 6) when necessary. If you start with a purchased list, plan to nurture it and build your recognition.

Don’t toss it away if you don’t get immediate results.

At the end of the day, you want to strive for list quality over list quantity. Pushing your messaging out to unwitting, uninterested, or unsuspecting prospects won’t do anything to help you close more deals.

Contact details for Kendra Lee: Phone: 303-741-6636 (Old fashioned, but very effective.) Email: Info@klagroup.com (Yes, I get every one of these personally.) Twitter: @KendraLeeKLA (And I do follow all direct messages on Twitter!) KLA Group is a sales consulting and training firm focused on helping clients get more customers in the Small and Midmarket Business (SMB) segment through lead generation, prospecting, hiring and onboarding strategies.

Copyright©, Kendra Lee. All rights reserved.

8

Top Agent Magazine

RENEE GLAZE

Top Agent Magazine

9

Renee Glaze is the Sales Manager at PRMG, Inc.‑along with her amazing team, they offer loans such as CONV, FHA, VA, USDA, CALHFA and many other programs.

Renee Glaze started out in the mortgage industry by literally falling into it. She was approached by a mortgage industry leader that thought the industry would be a great fit for her. After a bit of coaching and coaxing she decided she would try it, and here she is 28 years later with the job of her dreams. She currently works as a Sales Manager at PRMG, Inc., with her amazing 10Copyright Top Agent Magazine

team, offering loans such as CONV, FHA, VA, USDA, CALHFA and many other programs.

Having built her reputation in the industry for years, Renee is proud to note that her business has mainly grown organically on referrals from realtors, builders, past clients and associates. Marketing these Top Agent Magazine

resources consistently has led Renee to great success. “I don’t do any lead purchase business, I just work my data base off the relationships and partnerships that I have built for the past 28 years.” Renee has taken a more traditional approach that has allowed her to get this level of success.

“In the modern world we live in, with a lot of interaction with social media, text, and emails, I choose to still pick up the phone and have a personal touch to every Top Agent Magazine

transaction with my agents and clients. I believe it builds long lasting relationships, and start the process off with clients knowing I am here for them throughout the transaction. Of course I text, email, and do a bit of social media, but it’s not the main source of what I have built.” Renee also makes sure all parties in the transaction—listing, selling, and borrowers—are all contacted through the process that ends with a handwritten “Thank you” card to all.

Copyright Top Agent Magazine11

“I am blessed to have this job and the support of my amazing company because I truly love helping people. No matter how busy I get, I treat all my clients the same way. I like being hands on, detailed, upfront and totally transparent with my clients.”

While some lenders might be interested in making that one or two deals a month, with high loan amounts, Renee has a different goal in mind. She wants to remain consistent, and focuses on purchase business and, of course, helping her past clients and referrals. But staying strong in the purchase arena allows her to stay on top of the market, and not have the highs and lows that many loan officers face. “I like being consistent with my numbers and for the last 28 years I have been blessed with keeping and hitting my goals consistently, keeping my numbers, or growing them in years (like now) where rates are low and volume is higher.” Keeping a visual of what you want to achieve and writing goals down every day are Renee’s daily routine.

12Copyright Top Agent Magazine

Top Agent Magazine

Aside from meeting her career targets, Renee’s focus is helping people. “I am blessed to have this job and the support of my amazing company because I truly love helping people. No matter how busy I get, I treat all my clients the same way. I like being hands on, detailed, upfront and totally transparent with my clients.” Renee takes time to listen to people and what their needs are, and what works best for them. Renee is also quick to admit that learning guidelines and procedures to stay ahead of the market is still a big part of her life, even for a seasoned pro in the mortgage industry.

“I am very honest to a fault, and when I don’t know something, I just admit it and tell my clients I will get the correct information and call back.”

Renee is deeply involved in her local community and participates and donates to various charitable organizations.

When she is not busy working, she spends a lot of quality time with her family, primarily her 3 grown kids, and adorable grandkids. She is also a big fan of weekend adventures, travel, horseback riding, skiing, the beach or taking hikes in the mountains.

Going forward Renee wants to continue to build her business and stay on the steady and successful path she has built over the years. Her advice for new loan officers is very simple. “Work hard, treat the job like a job, show up, answer your phone, stay honest, humble, and remember you are only as good Top Agent Magazine

Copyright Top Agent Magazine13

as your last closed file. It is easy to focus on the monetary compensation in our business, but if you let your clients be your priority it will automatically come to you. I am happier

doing 10 plus deals a month, than that one high balance deal, because I get to help so many more people live the American Dream than just one family.”

To learn more about Renee D. Glaze, Sales Manager (NMLS #245866) call (760) 963‑6257, email rglaze@prmg.net, or visit rglaze.myprmg.net http://

PRMG (NMLS #75243)

http://www.justingrable.com 12180 Ridgecrest Suite 112, Victorville Ca 92395 14Copyright Top Agent Magazine

Top Agent Magazine

Take My Word for It:

The Power of Testimonials & Making Word-of-Mouth Count Ratings, reviews, and testimonials are among the most powerful tools an agent or real estate professional has at his or her disposal. Think of it this way: almost all of us go online to get a sense of dining options, film scores, and product reviews. When it comes to real estate pros, people what the same measure of comfort and advice from those who have already experienced your services. The Top Agent Magazine

bottom line is this: testimonials create a relatable emotional appeal to others, while giving potential clients some first-hand insight into your ability to deliver.

With all that in mind, consider the valuable rationale behind testimonials and word-ofmouth attention: how to harness it, and what it can do for you and your business.

Top Agent Magazine ÂŽ

15

Testimonials and word-ofmouth buzz build your brand If you aren’t displaying positive testimonials and reviews on your social media outlets and website, then you’re missing out on a key opportunity. Those exploring your pages are likely seeking real estate representation, and reviews and testimonials serve as a first-hand glimpse into who you are and what you can do.

If you can, try to tie reviews and testimonials to specific names or social media handles, as you’ll be highlighting the interpersonal component at play. Think of it this way: potential clients are more likely to trust the experiences of past clients than to place blind faith in your pitch, which is crafted to create a sale. Most customers would rather look to the experience of fellow consumers before taking your word for it, sight unseen. Well-place testimonials and personal reviews can bridge the gap when it comes to your brand and the prospective client.

Testimonials and word-ofmouth buzz demonstrate your value compared to others Good agents are a dime a dozen, but top agents stand apart from the pack for a variety of reasons. Chief among those reasons is the ability to differentiate themselves from the norm by highlighting their personalities, their track records, their values. Testimonials and wordof-mouth buzz don’t just focus on whether an experience was good or bad. It dives into the details of personality and consumer relationships. While the qualifications of many agents might be similar, you can stand out by show16

casing stellar reviews and testimonials that shine upon your character and delivery. When pitched by two agents with similar experience and credentials, but only one has the testimonials featuring positive experiences and lasting relationships—wouldn’t you be more inclined to work with the agent who has a proven track record of success?

Do your homework and compile the testimonials that will drive your business At the close of a transaction, consider providing a comment card with room for clients to write a few reflections, or create an e-mail ready online form that makes submitting feedback a breeze. You can also touch base via e-mail and ask politely for a review of their experience with you. Referred or repeat clients are excellent candidates for testimonials, as they will already know your business well, or will likely be happy to contribute their perspective.

If asking for testimonials makes you cringe, you can always incentivize this process in minor ways. For example, you could offer a fun, cost-effective gift certificate in exchange for a testimonial.

Whichever way you gather testimonials that speak to your positive performance, there is no question that these documented first-hand experiences are priceless when it comes to drawing and retaining clients. If you want to inspire interest and build a living brand, there is no better method than by having clients vouch for your working style.

Top Agent Magazine ®

Top Agent Magazine

KYLE ALCORN An Olympic athlete in track and field, Kyle Alcorn is fully dedicated to any path he pursues. As a loan officer at Alameda Mortgage Corporation, he goes above and beyond to get his clients towards their goals.

Through his company he is able to offer a wide variety of loans, including conventional, down payment assistance, and more.

The vast majority of his business consists of repeat clients and referrals, a testament to his strong work ethic. His referral partners mainly consist of real estate agents, but he is also connected to a local builder. By keeping everyone updated throughout the transaction and providing superior customer service, Kyle builds solid relationships that last a lifetime.

“They continue to refer their clients to me because of my service level. From day one I knew I had to be at the top of my game, so I treat every client like they’re my most important client.” He understands how important this transaction is to each person he works with, and wants to make sure it’s an amazing experience for all involved. “One of my key practices is updating the buyers, their real estate agent as well as the listing agent of the home they’re wanting to buy. I feel like a lot of loan officers only communicate to the other side half the time. My motto is, if real estate agents have to reach out to me for an update or concern, I haven’t done my job properly. I hold myself to a high standard in terms of communication, which does get tough during busy times, but I have practices in place to keep that constantly going.” Typically, real estate agents and clients can expect to hear from him through email and text, as he finds it most convenient for everyone, however he does make phone calls if the person prefers to communicate that way.

After the transaction, clients leave glowing reviews about their time together. One recently said, “Kyle made the home buying process very easy for me as a first time home buyer. He laid out all my options for my loans and he showed me exactly what the best loan for me was Top Agent Magazine

and how it would benefit me in the long run.

And once I walked out of his office, I felt as if this was the 3rd or 4th home I had bought with all the knowledge that I walked away with. I must have tried putting in offers on 10 different homes and he was very efficient in getting right back to me and letting me know what my payments were going to look like and all the monetary things I needed to know prior to making my final offer. I now own a great home and will definitely be calling Kyle to do my next home purchase.”

When Kyle isn’t working, he’s staying active in the community. Both of his brothers are veterans, so he often donates and stays involved in any charities that benefit them. During any free time, he’s hanging out with family, including his wife and kids, or playing golf.

Looking ahead, he hopes to continue growing and providing a solid foundation for agents to rely on. “I want to be known as the guy who always gets things done on time and communicates well.” He finds this industry incredibly rewarding, and can’t imagine doing anything else. “The best part is having clients come back and say, ‘you just made our dreams a reality.’ Helping make homeownership possible for so many people is such an amazing thing.”

For more information about Kyle Alcorn, please call 559-905-7494 or email kyle.alcorn@alamedamortgage.com Copyright Top Agent Magazine 17

JOHN DALY John Daly brings 10 years of solid financial experience to the table for his clients. After the housing crash of 2008, he partnered with a friend and created Immensity Group (iG) in Newport Beach, California.

Their mission: to revolutionize lending and realty services to enhance their clients’ experience by meeting their needs with the utmost integrity and character. “Our company specializes in all mortgage loan types from self-employed to full doc to government to commercial,” he says.

IG prides itself with creating strategic alliances with highly regarded organizations in the industry. “We strive to meet our clients’ diverse lending and real estate needs through our vast network and relationships,” he says. “I want them to have as many options as possible, and I always do my best to provide timely service.”

John says the clients he gets become clients for life, which is why he reports that over 50% of his business is repeat and referral.

John makes sure to engage in an active outreach campaign to stay in touch with people. “One of the things I do with my clients is create a plan going forward, so after our initial transaction, I check in with them as a follow-up,” he states. “We discuss goals, maybe plans to invest. There’s always a reason to check in.’

What’s most rewarding to John about his work is seeing his clients close their deals. “I’ve had clients sit here literally crying,” he notes. “They really couldn’t believe they could buy a house or qualify for a loan. It’s very fulfilling to see them realize their dreams.”

When giving back to his community, John donates his time and resources to rescue dogs and the local Humane Society. On his off time, John loves spending time at the beach, surfing. He also enjoys riding his bike and exercising in general. “The usual California lifestyle,” he says.

As for the future, he hopes to expand his banking opportunities, hire more loan agents, and branch out into other states. “It’s all about helping more people achieve their dreams of home ownership,” he says.

It’s no surprise that his clients give him stellar reviews for his service. One client wrote recently: “The service and process of dealing with John Daly was smooth and stress free. This was my second time reaching out to him for his service, this time with refinancing my mortgage.

John was easily accessible, communicative, and maintained ongoing support. He kept it simple and kept me informed through every step of the process. Very friendly and helpful. I was extremely pleased with the process and the service I received. I highly recommend him.”

John prides himself on offering what he calls “out-of-box“ residential loans. “This is where we are most successful because I offer products to people who do not normally qualify for a conventional loan, like self-employed borrowers or high net worth borrowers who need jumbo loans,” he states. “I have a vast network of portfolio lenders. In addition, we have private money for investment type properties.”

18

To learn more about John Daly, email johndaly@immensitygroup.com, visit immensitygroup.com, or call (714) 862-5109 www.

Copyright Top Top Agent Agent Magazine Magazine

Managers and Team Builders: Four Principles to Develop a Great Team

By Carla Cross “I work alone.” “I don’t need to be a member of a ‘team’”. We’re heard that for years in the real estate industry. Yet, the strongest, fastestgrowing real estate companies have team building as part of their cultures.

Agents who want to expand their businesses create teams. So, TEAM is no longer a four-letter word. The importance and implementation of leadership through teamwork and synergy is back in style in the real estate industry.

Top Agent Magazine

Why Building a Strong Team is Important to Agents AND Management

As with all industries, the real estate industry is evolving. We’ve gone through the ‘go it alone’ phase. Because we’ve gotten more sophisticated in business. We realize that no one succeeds alone. We understand now that people working together create something more substantial than the sum of the parts. In addition, 19

with the challenges in the business, we finally get that many minds focused on the same task can accomplish much more than each person working as his own little island.

Supporting this trend, strong company cultures have emerged which encourage and reward teamwork instead of solely independent achievement.

Do you have a job description for each of your team positions?

Do you provide it prior to hiring?

Talking About Team-Building is a Slam-Dunk

It’s much easier to talk about teamwork than to create a team. One of the reasons is that most of us have never worked as a team before. As an agent, I didn’t create a team. But, in my management career, I worked to create teams with common focus.

How did I learn how to create great teams?

An Unlikely Place to Learn Teamwork

My first experiences in great teams, and then leading teams--comes from the world of music. I’ve created and Franklin D. Roosevelt said, “People led teams as a jazz musician. I’ve acting together as a group can accom- played in exceptional orchestras plish things which no individual (I’m a flutist). I’ve seen conductors acting alone could ever hope to bring pull together one hundred disparate, temperamental, independent musicabout.” ians as an inspiring team. (It’s a lot If you’ve ever played on a sports like managing a real estate office!). team, you know the chaos that en- So, the four truisms here come from sues when every player tries to be the my experience in both worlds—the star—to go her own way. That’s not musical performance world and the a team. That’s a group. You may also world of real estate team-building. know the joy of playing on a team that shares a common focus and It’s Not Just About Developing commitment to excellence. What a YOU as a Leader difference! What if you could bring that into your real estate office or You may think that, as a leader, your your agent team? job is to find team members that 20

Top Agent Magazine

Just because people accept a position doesn’t mean they know how to proceed with the job. They need to have clear direction, a job description and a firm understanding of the responsibilities--prioritized. Do you have a job description for each of your team positions? Do you provide it prior to hiring? Do you coach to One of the differences between lead- it? Do you help your team members ing a group and leading a team is that, get so good at it that they can start in a successful team, team members training new team members (move also become leaders, and think like into leadership)? leaders, looking out for the good of the team, not just for themselves, In “Teamwork is the primary other words, will work well together. That’s true, as far as it goes. But, your ultimate job is to train and coach those team members to start doing some of the leadership jobs you’ve done. That way, you can keep moving to higher levels of leadership. You can expand and sell your business.

ingredient of success.”

Leaders develop leadership on their team.

Otherwise, leaders are not really leading. They’re managing—or micromanaging. From developing leadership over a couple of decades, I’ve found four major truisms for developing your team with strong internal leadership. These principles apply whether you’re in management or in sales interested in building a team.

Principle #2: People don’t know WHAT to do to get the job done.

Even if you hire someone who has real estate experience, it doesn’t work to leave it to them to figure what exactly needs to be done—from your point of view. They don’t know your priorities. They don’t know how you work. Do you have processes and systems in place to teach them exactly what needs to be done?

The Principles to Developing Team Leadership

Principle #3: It’s your job to teach them HOW.

Principle #1: People don’t know what’s expected of them.

Some people think “leaders” are the “idea people” and aren’t supposed to

Top Agent Magazine

21

get into implementation. But if you want your team to excel, you must show them how. Having worked with assistants for over 15 years, I have found that assistants and team members need help in systemizing any process that you want done. They need help in developing dialogues to deal with affiliates and consumers in the way you expect. They are good at systemizing their own processes-but not good at all at systemizing ours! Help them.

regularly”. Hold your team members accountable for each step along the way to completion of a task as well as the end result. Do you have solid, measurable benchmarks from which to measure? How do you know you and they are succeeding?

All systems in place? Do you have foundational systems in place from which to improvise? Do you have a solid training program to bring a new team member on board? Do you a method to ‘clone’ yourself to develop someone who can take over your job?

Vince Lombardi, one of the greatest football coaches of all time, said of teamwork, “Teamwork is the primary ingredient of success.”

The pay-off for developing competency and leadership skills in all of your team members is a business that is ‘owned’ by all those involved, with empowerment assured.

Your goal is to develop processes, systems, and training for your team members—all which reflect your philosophy of how you do business.

Principle #4: When accountability They reflect your values and your factors aren’t built in, things don’t culture. Bring them into a leadership get done. mentality with you, so you can delegate more responsibilities and There’s a great difference between finally replace yourself! “do it the way you want” and expecting results and “do it the way you Copyright©, Carla Cross. want and let’s check how it’s going All rights reserved.

Carla Cross, CRB, MA, is an international speaker, writer, and coach, specializing in real estate management. Her Leadership Mastery Coaching program is unique in the industry.

A National Realtor Educator of the Year, Carla was recently named one of the 50 most influential women in real estate. Join Carla’s Community and receive special offers and free resources. Contact Carla at 425-392-6914 or www.carlacross.com.

22

Top Agent Magazine

TRACEY STILLMAN With a passion for helping others and a talent for business, Tracey Stillman was destined for success in the mortgage industry. She graduated from the University of Kansas in ‘92 and decided to take a job with her soon-to-be father-in-law, who had worked as a loan officer for 20 years at the time.

“I started off as a processor, then became a loan officer and continued on that path until 2008,” she explains. When the market crashed, she decided to work as a title rep with a stable salary. But once the economy started gaining steam again, Tracey was drawn back to her career in mortgages. She’s now been in the industry for 28 years total and works as a senior mortgage lender at Movement Mortgage in Westlake Village, California.

Born and raised in Denver, Tracey still maintains business in that area, flying there once a month to help clients in person. Producing about $30-45 million in loans each year, Tracey is at the top of her field, and is only continuing to grow.

“My business is entirely built off referrals, and I believe it’s because I’m honest and get the job done,” she says.

“What you see is what you get. I don’t play games, and always close on time.” With a closing ratio of 98%, Tracey only works on loans she knows will close, so once you’re a client of hers you can be confident a home will soon be yours. She spends time guiding her buyers throughout the transaction, ensuring they understand the entire process and can make knowledgeable decisions. Knowing that this is likely one of the largest purchases they’ll ever make, Tracey takes her job seriously, and works hard to get clients towards their goals. With her background in titles, she can provide a high level of service while being completely thorough.

“Experience matters in this field. I can see things that other lenders wouldn’t see. I’m well-rounded.”

When it comes to staying in touch, Tracey makes sure to reach out frequently to past clients and referral partners. “I have a system where I make contact with ten people every day,” she explains. Focused Top Agent Magazine

on building relationships for life, Tracey is fully committed to helping as many people as possible achieve their dreams of homeownership.

During the few hours when Tracey isn’t working, she loves to spend time outdoors.

Whether it’s hiking, fishing, or skiing, she’s usually spending free time exercising in nature. She’s also a fan of OrangeTheory Fitness. Tracey is very close to her two sons, Austin and Mitchell, and is so proud of where they are going in their lives. “One works for Marriott Hotels and is in their management training program, the other starts medical school in fall of 2021. I see them as much as possible.” Tracey and her sons are all alumni of KU. Looking towards the future, Tracey has her sights set on expanding into Texas. No matter who she is serving, she will continually provide superior service to each and every client.

“Helping people get their home is what I love most.

There’s nothing like it. I’m so passionate about it, it’s such a rewarding experience.”

For more about Tracey Stillman, please call (303) 346-5349 or email tracey.stillman@movement.com Copyright Top Agent Magazine 23

mailto:mag@topagentmagazine.com

24

Top Agent Magazine