Nationwide Mortgage 7-17-17

NATIONWIDE MORTGAGE EDITION

SHANT BANOSIAN

JOEL CONTRERAS

SKYLAR DARR

SHARON CHRISTINE KANE

VICTORIA KISER

AMY OISTER

DARRELL SEXTON

DOUG SMITH

LOUIS TULIO

NATIONWIDE MORTGAGE EDITION

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SHANT BANOSIAN

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JOEL CONTRERAS

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VICTORIA KISER

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SKYLAR DARR

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AMY OISTER

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SHARON CHRISTINE KANE

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DARRELL SEXTON

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DOUG SMITH

LOUIS TULIO

CONTENTS 4) 9 THINGS THE BEST LEADERS NEVER SAY

17) DON'T FORGET YOUR CLOTHES

8) CREATIVE WAYS TO SAY THANK YOU

21) 3 TIPS FOR MASTERFUL TO-DO LISTS

11) SUCCESS—THESE SEVEN HABITS ARE THE REAL SECRET TO SUCCESS

25) COACHING 9-1-1

Phone 888-461-3930 | Fax 310-751-7068 mag@topagentmagazine.com | www.topagentmagazine.com No portion of this issue may be reproduced in any manner whatsoever without prior consent of the publisher. Top Agent Magazine is published by Feature Publications GA, Inc. Although precautions are taken to ensure the accuracy of published materials, Top Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. To subscribe or change address, send inquiry to mag@topagentmagazine.com. Published in the U.S. 2

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Things the Best Leaders Never Say

As Spider-Man’s Uncle Ben said, “With great power, comes great responsibility.”

Being the boss is a great thing, but there’s a reason the ‘bad boss’ is common stereotype. Some people tend to use their power in destructive ways and that isn’t good for anyone. You might not even know you’re being a bad boss, it can be subtle sometimes.

There are common traits among great leaders, if you want to be a boss that operates with integrity and is respected by everyone

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you work with, make sure you don’t say any of the following things.

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I’M THE BOSS

Stating a fact that should be obvious is always a sign of weakness, and when you are the boss, strength of leadership is THE key component.

It also may indicates a stubbornness that is the death knell of a healthy work environment.

Your job as a leader is to bring everyone to your level of success, not to create a larger rift.

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I’LL DO IT MYSELF

Being a good leader is all about delegation. If you are hiring people who are professional and trustworthy, then this should be a no brainer. It is your job as a leader to get the right people for the job and then lead them in away that means success for everyone.

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THAT WASN’T MY FAULT

There’s an old saying “The Buck Stops Here.” and that is still true today. Good leaders take responsibility for what happens. They don’t blame others or make excuses. They take the hit for the team and then find the solution to make it better. Not only does it show they have integrity, but it also fosters a warm team environment that makes all players feel like their boss has their back.

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I’M SORRY TO ASK YOU TO DO THIS

Treating your employees with respect is mandatory, at the same time there is no reason to be sorry when you ask people to do their job. Leadership is strength and confidence. Expecting your employees to put in the same work ethic as you is your job.

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I ALREADY KNOW THAT

Having a ‘know-it-all’ attitude isn’t pleasant coming from anyone, but the last thing you need to do as a boss is shut down the people working for you. If you give them the impression that you’ve thought of everything, why should they bother giving potentially valuable contributions?

Make people feel good about all input, even if you don’t think it will work or have already thought of it. Open flow of communication and ideas is key to a successful team.

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THAT’S NOT THE WAY WE DO IT HERE

Well, why not? Being a successful leader means always being open to change and improvement.

No great leader is ever accepting of the status quo. It’s not only lazy, it’s uninspiring and usually leads to a work environment that is stagnate. Yes, keep things that work going, but nothing should ever be untouchable. Creative thinking should never be faced with constant roadblocks. A good option is to always ask for more information. Let your employee show you why they think their way might be better. This gets them energized and excited to approach you with more in the future.

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I’M NOT HERE TO MAKE FRIENDS

This is a workplace, not a reality show competition.

Good leaders know that building strong workplace relationships, with employees, vendors and peers, is the foundation of a successful business

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DON’T BRING ME BAD NEWS

No true leader avoids bad news. They confront everything head on because as we said above, they know that ultimately everything is their responsibility, and ignoring a potential problem will most likely end up being worse down the road. Good leaders want to know bad news right away, and the last thing you want is to foster a work environment where employees feel like they have to lie to you.

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YOU JUST DON’T GET IT.

You’re the boss. If someone who works under you is having trouble understanding something, it’s on you to make it clear to them. Getting frustrated makes them less likely to ask for help in the future.

Sharing your expertise and experience is not only generous, but a necessary tool in the success of your business.

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SHANT BANOSIAN

Having been the top loan originator in New England for the last four years consecutively, Shant Banosian and his team are adamant about providing the very best in client care.

To say that Shant Banosian is among the very best in the mortgage industry is not mere hyperbole: his ranking as the number three loan originator in the entire country by Mortgage Executive Magazine for the last two years places him squarely at the head of the pack in this highly competitive business.

business. Having been the top loan originator in New England for the last four years consecutively, Shant and his team are adamant about providing the very best in client care. “I think we’ve developed a brand for having excellent communication and responsiveness,” he says. “We’re really good at setting expectations with both our real estate partners as well as our clients.”

Currently Branch Manager for Guaranteed Rate’s Waltham, Massachusetts office, Shant oversees a team of eighteen highly-dedicated employees. The largest privately held direct lender in the country, Guaranteed offers almost every type of loan available to their satisfied clientele. With his team having closed over 435 million in mortgage business last year, they are clearly the go-to lender when it comes to product knowledge and execution.

Attention to detail and a commitment to reliability inform every client relationship. “We spend time with our clients,” says Shant, “to make sure they understand all the products we have available, what they qualify for, and how the loan process works. We make sure they understand the financial ramifications of getting a mortgage. I think the education we provide them really prepares them to be buyers in a very competitive marketplace.” This commitment to clear communication extends to his real estate partners as well. “They know that once we issue pre-approvals, they’ve been verified and that we’ve matched it up to the loan products that are available. They know we can act quick, working in a very tough market for buyers. They know we’re a lender who can act on quick timelines, and they know we’re always going to offer clients the best rates and products available.”

Shant, who has fifteen years of experience under his belt, began working in the industry as an industrious 21-year-old fresh out of college. “I had a friend in the mortgage industry who told me how great it was,” he says. “I thought sales would be a good fit for me. The rest is history.” Shant’s dedication to providing the highest quality customer service has resulted in a grateful client base that currently consists of 100% referrals and repeat 6

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What Shant likes most about what he does is more personal than financial. “Homeownership is the American Dream,” he says. “I love being involved in that. I love seeing people’s dreams coming true.

I really enjoy working with people, both the clients and my realtor partners.”

During the rare times he’s not working, Shant loves spending time with his wife and two daughters. A resident of Belmont, he’s also heavily involved in his local community as a member of the Rotary Club and his Chamber of Commerce. He’s also

very active in the local Armenian Community, and has participated in fundraisers, one of which recently raised $70,000 for the St. Jude Children’s Hospital.

As for the future, Shant’s goals would be inconceivable to most mortgage lenders. “I want to be the first billion-dollar loan producer annually,” he says. “If we continue to focus on service, and creating the smoothest loan process out there, we’re going to continue to separate ourselves from the competition. We’re going to get there.”

For more information about Shant Banosian, please call 617-286-8903 or email Shant@Rate.com Top Agent Magazine

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Creative Ways to Say Thank You

Most top real estate agents find ways to welcome their clients to their new home. A common theme is a bottle of wine and some wine glasses for that first post-threshold toast, or a bouquet of flowers to brighten up that empty living space until the furniture arrives.

But are you truly being as creative as you can with your appreciation? Here are some innovative gift ideas that will truly keep you front of mind with your valued customers and assure their gratitude and repeat business, not to mention a slew of referrals.

1. How about a streaming video device, like a Roku

or Amazon Fire Stick? There’s a good chance your clients will not have their cable service up and running for a few days, and this is an excellent way for them to enjoy their television before they get that connection going. Bundle it up in a basket with some DVD’s for the kids, and don’t forget all necessary cables.

2. Matching bathrobes and Bath kits: Fleece or ter-

rycloth bathrobes and a basket filled with highend his and her body scrubs, bubble bath and other luxurious pampering items can make the first night in a new home feel like a check-in at a fabulous resort and make the memory of that first night one to cherish. Again, don’t forget the kids!

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3. Arrange a catered meal from a local vendor. As-

certain in advance dietary preferences and restrictions, and have a wonderful, healthy meal delivered on move-in night. To complete the magic, provide brand new plates, silverware and glassware to serve it all on.

4. For homes with swimming pools or Jacuzzis, a

stack of fluffy pool towels is always appreciated and will be used by family and friends for years to come. Additionally, acrylic stemware for celebrating safely can be provided alongside them.

5. If it’s winter time and the home has a fireplace, make sure there’s plenty of wood to burn. Some fireplace accessories and a log holder will certainly make your clients appreciate you on every chilly night to come.

So when it comes to gifting your buyers, the trick is to be creative. A bottle of wine lasts one night, and the flowers wilt in a few days. Try coming up with something a little more creative that will remain with your clients in their day-to-day lives and remind them of you consistently. The little bit extra you spend to show your gratitude can reap huge dividends when it comes time for your client to purchase a second home or refer a friend.

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JOEL CONTRERAS Joel Contreras got his start in the mortgage industry by happenstance. When he was in a fated fender bender with a successful mortgage broker, one thing led to another and soon Joel was offered a new job working as a loan officer. The broker had keenly sensed Joel’s ambition, desire to help others, and winning personality and decided to take him under his wing. From the start, Joel was thrown into the deep end and worked tirelessly to learn the ropes of his new industry. Nine years later, he has cultivated an impressive track record of professional success to date, guided by his enthusiasm, work ethic, and genuine drive to help others succeed on the path to homeownership.

Primarily serving clients in the state of Illinois, Joel works under the banner of Neighborhood Loans, blending the best of direct lending and brokerage services. His loan offerings run the gamut, from FHA options and state-based grants and assistance programs to conventional products that serve clients across the board. With 96% of his business driven by referrals, Joel understands well that a lender’s calling card is his reputation.

Accordingly, Joel strives to deliver memorably positive experiences to agents and borrowers alike, prioritizing transparent communication, follow-through, and responsiveness throughout a transaction’s duration. “We keep all parties involved up-todate weekly,” he explains. “Even if there’s no new information, we make sure to check in and stay responsive.” Ensuring the evolution of a loan is transparent instills a sense of confidence and calm in those he serves, empowering others through a steady stream of information.

To stay connected within his professional community while continuing to grow his network, Joel puts his diligence to work—from attending open houses and getting involved in buyer seminars to systematizing his database to streamline communications. In fact, Joel makes an effort to make at least ten phone calls a day to various referral partners, and uses lunch hours, dinner, and coffee dates as a way to create face-to-face time with colleagues and clients alike. He also takes an avid interest in marketing and cobranding with his realtor referral partners. His most recent efforts include twenty-point video marketing campaigns

and extensive social media outreach—to name a few. All in all, the driving motivation behind Joel’s work is his commitment to his clients’ long-term success and wellbeing. “A lot of people think they can’t afford to buy a house, but when we finally arrive at the closing table and I’m able to put their new keys in their hand, seeing their satisfaction and happiness is so rewarding,” he reflects. “I’ve always been eager to help people. Every day I wake up thanking God that I have another day and always try to make the best of it. I try to put my efforts toward positive and constructive things.” Joel cites his father’s influence as one of the key reasons he’s enjoyed so much success to date. “I hustle hard because it’s what my dad taught me,” he explains. “He used to take me with him when his business was really small, and I was to. He would walk into a store not knowing anyone and weeks later he would become the man to call for the products he sold.

Even today his products are favorites among many stores and restaurants. I learned a lot from him.” Additionally, Joel highlights the ownership and team at Neighborhood Loans for their constant support of his endeavors.

Lending his spirit of service to his wider community, Joel is active in outreach through the organization Acción, a non-profit that makes financial services and microfinancing available to aspiring entrepreneurs and small business owners. Through Acción, Joel helps small business owners establish credit, in order to help fortify their professional plans in the future. He also has plans to partner with St. Jude’s Children’s Hospital in the future. In his free hours, Joel enjoys going out dancing with friends, boxing, taking the occasional vacation, and spending as much quality time with his children as possible. In fact, he’s recently begun fielding his daughter’s questions about the business, and plans on keeping the educational lines of communication open with his children as they learn and grow, imparting his foundational financial savvy and work ethic as they pursue their own passions.

Considering the future, Joel’s upcoming plans include a move to his company’s Northside office upon its completion. He also plans to incorporate more financial coaching opportunities in the future while continuing cultivation of his network—creating more opportunities to serve his community. With nearly a decade of hard-won experience behind him and no shortage of determination to maintain his momentum, the years to come are bound to be filled with promise for Joel Contreras.

To learn about Joel Contreras visit chicagomortgage.online e-mail joel@neighborhoodloans.com, or call (773) 297-9080 www.

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SKYLAR DARR Skylar Darr got into the mortgage business in an unusual way. Her current branch manager was her loan officer two years ago when she purchased her first home. “I was always curious about real estate, but hadn’t considered becoming a loan officer. After my husband, Chris and I closed on our house, my loan officer said he’d love to work with me, and that I was one of the best buyers he had ever had. I was really into the whole process, and I thought, why not? It’s turned out to be a perfect fit.”

Two years later, Skylar is a rising star in the mortgage industry and at her company, Starkey Mortgage. Starkey Mortgage is a nationally recognized mortgage company that has built a reputation for providing unparalleled customer service, while building long lasting relationships with their clients and referral partners. Starkey Mortgage excels in all types of loans, and specializes in VA loans, and loans that help lower income buyers.

when they are just starting out, I’m there, helping them build their businesses. I really try and be a positive presence in their lives. I’m accessible on Facebook, I text and send handwritten notes. I’m also out and about in the community and regularly attend networking events as I’m always looking for new ways to connect socially.

People know I’m available 24/7 if they need me. I want to be seen as a resource at all times.”

Skylar volunteers with several non-profits throughout the year and when she isn’t working, she loves spending time outdoors with her husband.

The sky is truly the limit for Skylar and her business.

She is determined to continue doubling her production yearly. “It’s a big goal, but I think it’s definitely attainable. I’ve been given every opportunity to be successful, so there’s no reason not to be. Making people happy and helping them achieve the American Dream of homeownership is ultimately what drives me.”

Key to Skylar’s success has been her focus on providing personable service which is unique in this industry.

“I’m known for my hand-holding. I really walk my clients through every step of the process. I also offer an exceptional level of communication. People are not just a number to me. I get to know them personally and develop strong relationships with them. My job is to make the process as seamless as possible. If I have to deliver bad news, I meet that challenge with a solution.

Being local also makes a big difference. I’ll get in my car and take a document to the client if time is of the essence, which it often is in this business. A lot of people have been burned by other lenders, so if you keep them in the loop and treat them with respect, they’ll be loyal to you forever.”

Building long-lasting relationships with both her clients and her referral partners is the foundation of Skylar’s business. “Realtors® are my primary referral sources, and when they trust you, they will use you. I make a genuine effort to build relationships with them. Even 10

To learn more about SKYLAR DARR call 210.844.3991 or email skylar@starkeymtg.com Copyright Top Top Agent Agent Magazine Magazine

Success– These 7 Habits Are the Real Secret to Success What is it that makes some people so successful and others not? Is there a secret recipe one can follow, as easy as baking a cake, which will give them the strength to achieve their ultimate goals and have it all?

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

their lives don’t stop at simply achieving their personal goals. They succeed in many avenues of their life, including their job, relationships, health, and family just to name a few.

It turns out that ultra-successful people tend to have quite a number of things in common. One main skill many seem to possess is high emotional intelligence, or the ability to manage your emotions so that you can stay calm and focused even in high

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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 calm and 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’t matter 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 a wide range of knowledge and interests?

Successful people do know more because they are always working to grow and learn. They strive to constantly increase their 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 other, 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 other people. 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 LEAVING A STRONG FIRST IMPRESSION You only have once to make a first impression, and they are incredibly important, as they are closely ties to positive body language. You have around 7 seconds to convince a person to like you after you initially meet them. That is how long it takes them to decide when they meet you. After that a person is simply spending the rest of the conversation justifying that initial reaction they had. You can make sure you make a good first impression by having strong posture, a firm handshake, a warm smile, and open shoulders.

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BE FEARLESS Successful people know that to give in to fear is a choice. They don’t let the fear take over, instead focusing on the rush of euphoria that comes with conquering fears.

All of this adds up to having a high emotional intelligence. What helps you to succeed is the ability to control those whirlwind emotions so you can stay calm and focused on actually succeeding. These habits can help you gain a higher emotional intelligence, but as you probably already know, anything involving dealing with your emotions in a healthy manner takes serious work. So, don’t give up if you fail the first time. You must always try and try again.

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SHARON CHRISTINE KANE Sharon sometimes looks back at her more than 25 years in the mortgage industry and thinks, “Why didn’t I start originating loans sooner?” The answer is both simple and complex.

Having taken a job as a processor right out of college, Sharon learned the industry through many changes over time. “I know the back end. I’ve been a department head and an underwriting manager,” she says, adding that when she began originating in recent years, she truly loved the engagement with borrowers and REALTORS®. But although she may wish she started originating sooner, her deep background on the operation and servicing sides gives those borrowers and REALTORS® a very high degree of confidence.

“When I sit with a client, I think they immediately feel that I know what I’m talking about,” says Sharon, a senior mortgage consultant with RTN Federal Credit Union in Waltham, Massachusetts. “They feel secure; they know I will take care of them efficiently. I know what’s going to work and what’s not going to work.” At RTN Federal Credit Union, she enjoys the team-like atmosphere of mortgage consultants who are supported by skilled administrative and processing staff for loans in the six New England states. Additionally, adds Sharon, RTN has its own real estate subsidiary, RTN Realty Advisors, LLC, with 21 real estate agents.

Sharon’s REALTOR® clients, who come to her both externally and internally, know she is always 100% available to them, 24/7. “If they have client they’re working with over the weekend, they know they can reach me on a Saturday night and I’ll speak with their client,” she says. “I keep them in the loop throughout the entire process on where things stand with their clients.” She ensures that they meet their timelines by taking care of as much as possible upfront. “For almost every client my REALTORS® refer to me, I make

sure we complete things upfront, so there is no tension going through the process of meeting all the dates.”

Sharon explains that with an extremely loyal membership of nearly 50,000, the first place RTN Federal Credit Union members come for consultation on any financial service is the credit union. “I really do consider myself a mortgage consultant, as well,” she says. “I’m not just closing loans. I get down to the nitty-gritty on the numbers and my client’s future plans, including where they see themselves 10 years from now. I’m giving them a service, not just selling them a mortgage product.” She truly enjoys spending time asking people questions, listening and putting them in the best product for their individual needs and plans.

Given her consultative approach, it’s no surprise that Sharon’s niche is with first-time home buyers. She loves sharing her knowledge with first time buyers, explaining the reasons they need to provide the various kinds of documentation and educating them in advance about every step.

“We also have a terrific first-time home buyer product,” she says of RTN Federal Credit Union.

Outside of work, Sharon understands the importance of maintaining balance between work, friendships and home life. In addition to time with her two grown children, she recharges by doing yoga, kickboxing and spin classes – a fun workout regimen that provides great balance for body and mind. She is also very active in giving back locally. “For many years, RTN has been doing an annual fundraising walk that helps homeless teenagers “Walk Home” and we also sponsor a local food pantry, where we’re onsite throughout the year as a corporation,” she says. “It’s so important to stay out in the community and serve.” She is always looking for ways to increase her business through networking and staying visible in the community. But Sharon also finds great pleasure in watching the community improve through her efforts to help people achieve homeownership.

To learn more about Sharon Christine Kane, visit zillow.com/lender-profile/SharonDiCiccoLO www.

email sdicicco@rtn.org or call 781.736.9862 Top Agent Magazine

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VICTORIA KISER Victoria Kiser of Eagle Home Mortgage in Fairfax, VA, offers a well-rounded perspective when providing service and experience to clients and REALTORS®. “I worked for a commercial real estate attorney representing lenders on multi-million-dollar mortgage transactions, and later assisted a real estate developer with the acquisition and development of an office building,” she says of her early career. “I absolutely loved real estate and knew that helping people was my passion, so I decided to pursue a residential rather than commercial real estate career path.” To do so, she earned her real estate license, becoming a new home sales manager for a residential builder.

“I frequently spoke with lenders,” says Victoria. “We did a lot of qualification on-site,” she says, explaining that she needed to serve as a gatekeeper of sorts, not wanting to take a new house off the market without ensuring she had a qualified buyer. “I learned the ins and outs of borrower qualification and underwriting guidelines for many of the loan programs, and knew that’s the direction I would go after taking some time off to raise my young sons.”

Fittingly, Victoria’s reentry to the industry began at her son’s baseball game. “One of the other parents was on the phone and it was obvious he was in mortgages, so I told him I was looking to go back to work.” She suggested starting as a processor. “I interviewed the next day and he hired me on the spot, but he said, ‘Oh, no! You’re going to be a loan originator!’” Given her background and his mentorship, Victoria was up and running quickly.

Fifteen years later, she is a high-producing agent with Eagle Home Mortgage, serving borrowers and REALTORS® in Northern Virginia. “I’m licensed in D.C., Maryland and Virginia; the company originates loans nationwide, but my business is mostly in Virginia.” Because Eagle Home Mortgage is a direct, full-service lender, Victoria offers a variety of loan options.

“We even have brokerage relationships for some very specific products.” Among those, reverse mortgages make up a growing market segment.

No matter what kind of loan she is originating, Victoria’s service, honesty and genuine care for clients distinguish her in the industry. “I love hearing clients say how fortunate they feel to work with me,” she says. “I really dig in and go to battle for them.” She makes sure everyone is treated correctly. “I even get involved when they’re getting home owner’s insurance to make sure they’re not being over-quoted!” she says. By identifying and dealing with all issues up front and never underestimating costs or payment amounts, her transactions proceed with little or no pain. “If there are any surprises, they’re good ones, like a lower monthly payment than expected!” This diligence gains her the loyalty, through which she draws 95% of her business from REALTOR® referrals, repeat clients or other networking partners.

“I take a lot of time getting to know my clients, asking a lot of personal questions, because I can do a better job helping them if I understand their goals,” she says. She also wants clients to be comfortable with her. During the loan process, she regularly communicates by phone, email and text to update the agents and the borrower on every step. Her clients remember this attention and return to her. “One client was so happy about her refinance that she realized that making people happy must be my favorite part of my job!” says Victoria.

“She’s right.” Whether helping a buyer get into a new house or helping someone’s cash flow improve with a refinance loan, Victoria enjoys making a difference.

In addition, she enjoys family, the outdoors, nature, boating, snow skiing and travel, but she also plans to grow her business in the coming years. “I would like to eventually have a team,” says Victoria. “But doing so involves having the right people.” She knows she’ll be choosy with her hires. After all, when clients and REALTORS® refer people to her, they should receive the service they’ve been promised. “I like the personal aspect of mortgages and many clients become friends,” she says. “It’s heartwarming to be included in people’s lives.”

To learn more about Victoria Kiser, NMLS# 190918 visit victoriakiser.eaglehm.com, facebook.com/victoriakisertheloanlady, linkedin.com/in/victoriakiser email victoriakiser@eaglehm.com or call 703.328.7238 www.

www.

www.

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Don’t Forget Your Clothes We’re sure your goals are lofty, and to hit them, your marketing needs to be on point. But is your brand and position defined? If not, it’s like leaving the house each day without clothing.

And while some would argue that this would certainly gain attention, we don’t believe it’s the kind of attention you had in mind when you set out to become #1 in your market.

A common misconception is that if you are recognized, you are well branded. Almost a year ago we had a conversation with a Realtor about personal branding. She said, “I feel like I’m already well branded in my market. When I walk into a restaurant, they know that I’m Susan, the Realtor.” We replied, “That’s a great start, Susan. But what happens when other Realtors are in the restaurant, too? What sets you apart from them?” At that point, the light bulb came Top Agent Magazine

on and she realized that she wasn’t truly positioned or branded. She was seen as just another Realtor. We explained to her, “Great branding isn’t about being known for your profession.

It’s about being known for being DIFFERENT in your profession.”

Another misconception is that you should begin marketing before your brand is defined.

For instance, we’ve spoken with numerous Realtors who say they plan to finish their website, conduct a photo shoot, create their collateral materials or even launch a social media marketing campaign, then they will think about branding and positioning. But how do you know what types of photos to take? What will you put on your website to differentiate yourself from others? What will your business cards, brochures and even your social media

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platforms say that will encourage prospects to connect with you first? And finally, why on earth would you waste all the time and money on these very important marketing elements before you establish your brand?

In order to develop an iron clad position and brand, here are some questions you should be asking yourself BEFORE you begin ANY kind of marketing.

1

What is my ultimate goal?

Take a strong look at what you want in terms of both professional and personal achievement. What makes you most fulfilled? Where would you like to be financially? Define your path of intended growth.

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Who is my ideal customer?

Trust us when we say that you don’t want just any customer. You want a customer who appreciates your expertise and dedication, will take repeat advantage of your services and will recommend you enthusiastically to others. Define this person in detail so you have a clear understanding of who you’ll be marketing to and what your message should be.

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What is my point of differentiation?

This is the most critical question of all. It’s not about what makes you ‘better’. It’s what makes you different. Better is subjective. Different is inarguable.

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What am I willing to be known for that is authentic to me and significant to my ideal customer?

Find a position that you’re willing to put forth every day. We call this ‘breathing your brand’.

It must also be a position that is meaningful to your ideal customer. We’re trying to create an image that makes your ideal customer immediately connect with you and feel as though they simply shouldn’t be working with anyone else.

A well-defined brand will help you stand out among your competitors. It will serve as a magnet for your ideal customer. And if promoted consistently and passionately—and lived authentically—it will make you instantly recognizable among your community in an unforgettable way. And finally, a solid brand can give you the confidence you’ve likely never experienced at the same level. There’s such power in walking out the door every morning knowing who you are, what makes you unique, who you will be helping today and exactly how you’ll be helping them. And when all of your marketing materials are consistently branded with the same image and messaging, there is undeniable pride as well.

So before you dive into more marketing, don’t go out the door without your branding clothes. You wouldn’t want to portray the wrong perception, now, would you?

Tonya Eberhart is the Branding Agent to Business Stars and founder of BrandFace®, LLC Michael Carr is America’s Top Selling Real Estate Auctioneer & BrandFace® partner.

Together, they focus on personal branding and marketing designed to help real estate professionals become the face of their business & a star in their market. BrandFace® for Real Estate Professionals is a book, professional speaking series and an exclusive workshop for agents, and is currently active in 18 U.S. states, Canada and New Zealand. For more information, visit www.BrandFaceRealEstate.com.

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AMY OISTER It didn’t take long for Amy Oister to impact the lives of residential buyers and REALTORS® after transitioning to the mortgage industry two years ago. Having worked in the real estate industry in one form or another her entire career, Amy initially spent 15 years in commercial construction loans for a real estate developer before establishing loan administration departments at some of her area’s largest banking corporations. So when she reached out to her former colleague from another company to learn more about residential mortgages, he offered to show her around and take her under his wing if she was interested. “He had been trained by the owner, so I knew I had nothing to lose!”

A proud member of The Patton Group at Supreme Lending in Allen, Texas, Amy clearly made the right career decision. Not only does she cherish the camaraderie and support of her team, but her borrowers and her REALTOR® partners are thriving alongside her. “One of my greatest accomplishments within my first year in the business was accomplishing a Million Dollar month and closing seven loans for the same investor client in a single day!” she says.

“That was quite a feat!”

Amy’s personal philosophy drives the success she delivers to borrowers as well as residential and commercial real estate professionals. “My motto is, ‘Don’t say no; say when!’” Amy explains. “If a client doesn’t fit the box, so to speak, I don’t move on like others might; I give them a game plan!” Amy outlines where the borrower is at the present moment, where they need to be in order to purchase a home, and what they can do to get there. “I say, ‘If you stick to the plan, we’ll get you a home. And then I don’t give up.” The best closings, she says, are for people who never thought they could buy a home. “Once they realize they might have a chance, they’re screaming, ‘I can do it!’”

In bringing this consultative approach to her clients, Amy keeps abreast of all the latest lending guidelines. “I also make sure I understand all of the niche programs we have available for people.

I really enjoy being able to structure those really hard loans.” Licensed in all of Texas, Louisiana and Oklahoma, Amy can offer a variety of niche programs through Supreme Lending, including rehabilitation loans; bond and down-payment-assistance loans; VA; USDA and a number of jumbo products in addition to Conventional loans.

“We have the best team in the world,” she says of The Patton Group. “We’re dedicated, honest, transparent and love educating clients.” Borrowers and REALTOR® partners appreciate the education Amy provides when helping people make decisions on how to proceed. She creates savvy buyers who are confident with their decisions. With REALTORS®, meanwhile, she listens to their goals and discovers ways to help them grow their businesses. “I enjoy helping educate newer agents about the basics of mortgages, so they can focus on their specialty and feel confident that I can accommodate them on the lending side.” For everyone, Amy makes herself available 24/7 for answering questions or put them at ease during a transaction.

Constant communication, a positive attitude and a die-hard work ethic ensure success for Amy, her borrowers and her REALTORS®. “I surround myself with high-level professionals and I’ve aligned myself with a strong team within Supreme Lending,” she says. “There’s still so much I can tap into in this business,” she says, explaining her interest in expanding her network of builders. “Many of them could use good lenders and I would like to be one of them!” Given her background with developers, her zest for positive outcomes, and the solid team behind her, Amy will undoubtedly show those builders what success can look like if they partner with her.

To learn more about Amy Oister, visit AmyOister.SupremeLending.com, email Amy.Oister@SupremeLending.com or call 214.580.3021 www.

NMLS# 995444 | 700 Central Expressway South, Suite 400 | Allen, TX 75013 EVERETT FINANCIAL, INC. D/B/A SUPREME LENDING NMLS ID #2129 (www.nmlsconsumeraccess.org) 14801 Quorum Dr., #300, Dallas, TX 75254. 877-350-5225. Copyright © 2017. Texas - SML Mortgage Banker Registration - Residential Mortgage Loan Originator.

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DARRELL SEXTON After a successful career in consumer finance, Darrell Sexton became a mortgage broker 35 years ago and he’s had a thriving career ever since. He leads both a team of loan officers and a processing team. Darrell focuses his work in Indiana where he has his roots, though he’s also licensed in Michigan.

He has the expertise needed to guide clients through the loan process in an efficient, timely, no-hassle manner. “The mortgage business has gone through many transitions,” Darrell explains. “Many new technologies actually make the process more difficult. It’s important for clients to have a mortgage broker with the experience needed to see them through.”

Darrell offers all the standard “vanilla” products such as FHA, VA, and USDA loans. As needed, he also places clients with less traditional loans that better suit their needs. And his great communication skills and quick turn around make him popular with realtors and clients alike. “With my realtors I’m pro-active and very responsive,” Darrell says. “I make sure they get answers to their clients in a matter of a few hours. If I receive an application through the Internet or over the phone, I always make sure it becomes a priority to understand the client’s credit and income. We try to get them a pre-approval letter out in two hours, no matter what. Once we take that application, we always close in 30 days or less.” It’s that sort of quick, professional service that keeps clients both coming back and raving to their colleagues. As a result, 40% of Darrell’s new clients come from repeat or referral business.

To keep in touch with realtors, Darrell sends out a weekly “Friday Facts” newsletter that updates them on market changes and current news that affects lending. “That helps me have touch points with them and be engaged, so that they know I’m up-to-date on all program guidelines,” Darrell says.

What sets Darrell apart from other lenders in the area? “I wouldn’t say it’s my looks, because those left about 20 years ago,” he says with a wry chuckle. “I just have a passion for getting loans done. I do what it takes to get a person into their home.”

What’s Darrell’s favorite part of the job? “I like being social. I like the interaction and the different personalities I come across,” Darrell says. After everything is said and done, Darrell’s clients know he works to secure them the absolute best rate program that’s available at the time of application and help them to understand all relevant information so that they can make an informed decision.

To give back to the community, Darrell donates to the local children’s hospital and helps with their annual fundraiser. He’s also a member of the local Chamber of Commerce and the local Mortgage Brokers’ Association. As a young man, Darrell worked on a golf course and he’s still an avid golfer. He also loves to work in his yard, and he spends as much time as possible outside.

For the future, he plans to grow his staff and expand his business. With his proven track record of success and timely service, he’s sure to make those dreams a reality!

For more information about Darrell Sexton, contact him via email at darrell@ncllending.com or phone at 317-696-5015 or check out his company’s website at expertmortgagelender.us www.

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3 Tips For Masterful To-Do Lists

by Rob Flitton

Here are three masterful tips to easyto-prepare and easy-to-perform todo lists.

1-Important v. Urgent.

Always prepare your lists based on what is important, not what is urgent. Why? Let’s define our terms.

“Important” in this context is about what matters to you. “Urgent” in this context is about what matters to others.

People have a tendency to not only assemble their lists based on the needs of other people, they get derailed by interruptions and distractions from the pressing needs of others—they get on phone calls, discussions, text-threads, or emailexchanges that take away their focus.

The corollary tricks here are to (i) negotiate for time and space in advance, and (ii) learn to say “no.”

Since you want to focus on what’s important and not on what’s urgent, it causes you much less friction to negotiate ahead of time with those who matter to you for the time and space you need to be able to focus.

This keeps you from worrying about family matters when at work, and work matters when enjoying your family or leisure time.

When we are afraid in life to politely say “no” to the wrong thing, we makes ourselves unavailable to say “yes” to the right things. Those who appreciate and understand you will cooperate—those who do not will simply have to adjust.

2-Obey The Crow.

Sometimes these urgency-intruders There should never be more than 7 can be close to you and hard to say items on your to-do list. No one no to—your spouse, boss, children, can concentrate on too many things at once. customers, or strangers.

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To be able to focus, a person needs to be able to discern which activities or ideas are most important to him at that moment, and at any given moment a person is only able to hold, focus on, or visualize perhaps somewhere between 4 and 7.

This limitation was understood from an experiment observing a flock of crows gathered in a clearing. When various groups of men would cross the clearing and then enter the nearby woods, the crows would flee to the 22

treetops only to return when the full number of men could be accounted for—i.e., when they felt safe.

If one man went in and then came back they would return to the clearing. If three men went into the woods and only two returned, they wouldn’t. If five men went into the woods and only four returned, they felt safe to return to the clearing.

This means that the crows could only hold 3 or 4 units of the men in their focus.

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Focusing on where the money comes from strips away all of the non-essentials.

For humans, the same is true but may be slightly higher. Look at a forest—you can perceive and focus on and count about 6 or 7 trees at one time, but you can never focus on or count an entire forest.

being the most important, and 1 dollar sign being the least important—like movie, book or restaurant ratings.

At the end of the to-do list period— whether it is a daily, weekly, monthly or annual list—you need not have completed every item, but you need to have entirely completed or accomplished the 4- and 5-star items. You would rather fully complete three 5star items than partially complete all seven items on your list.

The powerful piece of knowledge here is that by using unit economy— by limiting your ideas and activities into manageable groups—you can greatly overcome these limitations and leverage your means to tackle more and more work. By breaking lists down into groups of 4 to 7 Money is a measuring stick for how units, you can accomplish hundreds, effective you are at conducting your if not thousands, of important jobs business—it is really the only objective means of measuring your and tasks annually. effectiveness. Yes, there are plenty of non-monetary goals and outcomes 3-Dollar Signs.

The matter of deciding what should we all want to achieve, but I assert be at the top of your list should that being profitable matters the come down to the money. Money is most, and your to-do lists need to best barometer of what you should establish the mental attitude required spend your time on. Bookkeeping is to achieve maximum profitability. an important task in business, but Focusing on where the money comes closing sales is significantly more from strips away all of the nonimportant—no sales adds up to no essentials. need for bookkeeping.

Rob Flitton is a Seattle Real Estate MarAssign everything on your to do list a number of dollar signs, 5 dollar signs Top Agent Magazine

keting specialist helping independent agents to increase their income. Email Rob robflitton@gmail.com at any time or call/ text him at 206-612-2314.

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DOUG SMITH Douglas Smith spent the early era of his career working in the auto finance sector, traveling the country to educate finance managers at a range of dealerships. One day on the job, back in 1996, Doug encountered a mortgage professional at a dealership and they got to talking. By happenstance, that mortgage professional turned out to be the owner of Guaranteed Rate in the years before its climb to national recognition. After numerous attempts to recruit him into the fold, Doug finally acquiesced and decided to try his hand at the mortgage business, positioning his knack for numbers and people towards a new track. While he got his initial start at Guaranteed Rate, Doug also served lengthy and successful stints at a few leading mortgage outfits. In 2008, he decided to return to Guaranteed Rate and lead a team. Today, Doug is at the helm of a thriving enterprise, grounded by a professional philosophy based on meticulous client care, tried-andtrue experience, and results-driven execution.

Primarily serving the Chicago area, Doug oversees a tightknit team of mortgage professionals, including Sean, his production assistant. With the backing of his sizable company, Doug’s office is able to provide service across all fifty states, no matter where clients hail from. Likewise, Doug and his team area able to offer a wide range of loan products and services, whether they are fielding first-time homebuyers or seasoned house-hunters. With a robust rate of repeat and referral clients, Doug’s abiding ethos is indicative of his commitment to holistically serving agents and clients, in addition to delivering quantifiable results. With his extensive level of experience in the mortgage industry, Doug and his team work as welloiled machine, keen to demystify the moving parts of a transaction and keep clients educated, informed, and confident throughout the lending process.

To keep in touch with clients both past and potential, Doug employs a systematically maintained database that tracks all those that fall within his sphere of influence. In addition to sending out a monthly newsletter to keep his connections up-to-date on his professional happenings as well as any relevant market news, Doug also makes an effort to reach out personally to his network, whether by phone or e-mail. With real estate agents making up a large percentage of his clientele, Doug is mindful about cultivating his practice with agents in mind, approaching professional relationships as a joint effort that agents are able to put their trust in, knowing that there is an established precedent of success.

Positioning his spirit of service toward his community, Doug contributes to a variety of civic and charitable efforts, including Chicago House, a non-profit organization that benefits marginalized, in need communities in the greater metropolitan area. In his free time, Doug enjoys going out on the water in his boat, spending as much time outdoors as possible, and enjoying the city’s vibrant art scene. After enduring life-changing brain surgery in 2003, Doug’s priorities sharply came into focus, deriving much fulfillment from serving others and living a meaningfully engaged and balanced life, day to day.

As for the future, Doug has aspirations to continue his business’s upward trajectory, with hopes to bring on one or two more originators to his budding team—all while maintaining the personalized service and hallmark standard of care his clients have come to expect. With a career that has already spanned over two decades—and a commitment to enabling his clients to reach their homeownership goals—the future ahead is sure to be filled with continued promise for Douglas Smith and his team.

To learn more about Douglas Smith visit guaranteedrate.com/DougSmith, e-mail doug.smith@rate.com, or call (773) 561-7979 www.

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Coaching 9-1-1

By Walter Sanford

Having a coach can provide the right answers when you need it. Below is an exchange with one of our coaching clients and it provided a little “911” for his current situation: Coaching Client: I went on what I thought was a great listing presentation yesterday. However, the couple would not sign at our meeting. They said they needed to talk. I then felt like something was up.

Walter: On the phone while making the appointment, one of the questions needs to be – “If everything meets with your approval, are you wanting to start the marketing plan tomorrow night when I meet with you?”

Coaching Client: The guy just left me a voicemail saying they loved everything I had to offer; however, they were listing with some schmo that doesn’t do any FRICKIN’ business.

Walter: Always make it your goal to get the signature! Fake that you are Top Agent Magazine

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leaving then do the “Columbo” and say, “So, I can email all answers at the office – what are you thinking about so I can do more research for you?”

Coaching Client: They said they had a personal connection that really suggested that they use this guy. I know them as well and I can hear the conversation: the (name) Team are doing just fine and (name) really needs the business. How in the heck do I fight that?

Walter: Let’s not try to fight until you are sure that’s what happened. Call them back. “(Wife’s name) and I are always trying to improve our services.

Could you help me by letting me know what I could have done differently to earn your business? Was there anything I could have improved on for you?”

Coaching Client: This other guy doesn’t even know how to spell marketing much less apply it! I am as mad as I have been since getting into real estate.

Thanks for any suggestions.

Walter: If that was the REAL reason, you needed to find it out while you were there then counter it by letting them know that more than anything else…an agent makes the difference on the amount a seller nets at the closing. Experience makes a difference in – • A large buyer database • More trust from buyers • More money to spend on marketing • The ability to convert leads into showings by uncovering needs of buyers and demonstrating how your property fulfills them having experience in negotiating • Understanding in how to write contracts to prevent post-closing seller litigation • Having a team who monitors every aspect of the closing successfully • Overcoming objections and challenges in the most cost-effective manner 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 Copyright©, 2015 Walter Sanford. All rights reserved. online at www.waltersanford.com.

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LOUIS TULIO To his delight, Louis C. Tulio has become known in the industry as the “go-to guy” when loans can’t get closed. No surprise there— Louis was named a Five Star Mortgage Professional by Philadelphia Magazine four years in a row (2014–17), and last year was ranked in the top 25 loan officers nationwide, out of more than 10,000, for customer service on SocialSurvey.

There’s a theme to Louis’s success: communication and accessibility. “I like to communicate every step of the way,” he says. “Agents don’t have to worry about me, this side of the deal is getting done. I send emails proactively: ‘Just got the appraisal back.’ ‘Expecting a commitment tomorrow.’ ‘Will have the approval today.’ And I’m available. I work on holidays. I tell people to call me, text me or send me an email. After hours is okay, because that’s when you sit down with your spouse and start digesting all the information I’ve given you. Although the verbiage and nomenclature are second nature to me, you might get tripped up on what I explained to you earlier in the day and might not be able to regurgitate it that evening. If you stumble across that, I don’t care if it’s 10 o’clock at night, just text or call me and we’ll have that conversation.”

Louis officially started in the mortgage industry in 2004 but was around real estate and finance before that. He and his brothers opened a real estate investment company “years ago, when everyone was doing it.” He enjoyed the complexity of making deals, and if he could make some money in it, that was fine too. Then the CEO of one of the largest private mortgage companies in America gave him an opportunity. To this day, he’s still appreciative.

As the 2016 top producer for Centennial Lending Group, Louis is licensed in nine states: Pennsylvania, New Jer-

sey, Delaware, Georgia, Maryland, Virginia, Ohio, Florida and California. He takes pride in knowing his products inside out. That’s not an easy feat, because they range from USDA, FHA and VA to 203K, NoMI and jumbo (and everything in between). For FHA and conventional loans, he specializes in helping clients in under 30 days. In-house processing, underwriting and closing departments facilitate the task.

Louis believes you’re only as good as the last job you did, so he strives to make each one his best. It works. Repeat clients and referrals account for at least 60 percent of his business. The remaining 40 percent is new business that comes from marketing on social media and websites like Zillow. He also does plenty of cross-marketing: by including his Realtors in his marketing, he attracts other Realtors.

Louis clearly enjoys his work. “You’re helping people with what’s likely the biggest investment they’ll make in their lives,” he says. “I love that. When people turn around and say ‘thank you’ at the closing, it’s the greatest thing.”

The feeling is mutual. His clients and Realtor partners frequently refer to him with praise like, “This guy is going to give you the best service. He knows his stuff. You can always reach him.”

With such an intense work ethic, Louis takes time out to regenerate by playing rugby (he played for the USA for years), surfing, enjoying his family and gardening. At work he’s starting to put a team in place with an eye to maintaining the high level of service his Realtor partners and clients have come to expect. Since communication, accessibility and transparency have always been Louis’s core values, his team will undoubtedly continue the tradition.

For more information about Louis C. Tulio of Centennial Lending Group, Maple Glen, PA, please visit LTulioclg.com, call (215) 620-6303 or email LTulio@clg-llc.com www.

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