NEW YORK MORTGAGE 10-1-18

NEW YORK MORTGAGE EDITION

How to Make Your Commute Productive

DON’T WORRY, BE HAPPY! Business Growth Hack:

ABSORB YOUR CLIENTS’ STRESS!

COVER STORY

FRANK VIRGA

NEW YORK MORTGAGE EDITION

7

FRANK VIRGA

CONTENTS 4) BUSINESS GROWTH HACK: ABSORB YOUR CLIENTS’ STRESS! 13) BODY LANGUAGE: HOW TO READ YOUR PROSPECT LIKE A BOOK!

18) DON’T WORRY, BE HAPPY! 22) HOW TO MAKE YOUR COMMUTE PRODUCTIVE

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

Top Agent Magazine

mailto:mag@topagentmagazine.com

Top Agent Magazine

3

Business Growth Hack: Absorb Your Clients’ Stress!

Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth.

4

You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up

Top Agent Magazine

Top Agent Magazine

your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable.

Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.

Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family.

And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions.

Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.

Listen – really listen – with patience Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service.

Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know Top Agent Magazine

Empathize Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and

Top Agent Magazine

5

sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly.

Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted.

Instead, they know trust must be earned and nurtured over time.

Roll up your sleeves “You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has 6

mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’”

Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares.

If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help.

When clients feel cared for, they remember the agents and partners who helped them.

Top Agent Magazine

Top Agent Magazine

FRANK VIRGA Top Agent Magazine

7

Frank Virga Frank Virga, Senior Loan Officer at the Hauppauge, Long Island branch of industry giant Embrace Home Loans, has been ranked for the last three years as being among the top one percent of mortgage originators in the country, and is the number one loan officer at Embrace. Frank’s drive, dedication and deep reservoir of industry knowledge has resulted in a solid reputation as a mortgage profes8 Copyright Top Agent Magazine

sional who truly cares about the well-being of his many clients and Realtor partners.

Frank began his career in the mortgage industry in 2003, working for a small company.

Even then, he placed a premium on developing relationships with referral partners, a major factor in his continuing success. “I built my business through these partnerTop Agent Magazine

ships,” says Frank, “whether it be Realtors, financial planners, accountants or attorneys.

I’ve been very lucky to have been able to build a business with people that I want to work with. I’ve become personally invested in them, and they’ve become personally invested in me. I’m lucky enough to call many of them my friends now.” Frank’s success is perhaps exemplified by his being listed among the Top 50 Social Survey customer feedback winners, and his consistent inclusion as part of Embrace’s President’s Club since joining Top Agent Magazine

the firm. Additionally, he was recognized in 2015, 2016, 2017, and 2018 as one of the top 1% of loan originators by Mortgage Executive Magazine.

Another measure of Frank’s success would be the fact that the entirety of his business is based on referrals. “I think that has a lot to do with the service that we provide,” he explains. “I live and die with each of my clients. I take a personal interest in what they are going through, and I’m personally invested in Copyright Top Agent Magazine 9

each of them. I never pass a client off to anyone else. I’m there with them from intake through the day of closing.” While Frank is proud of the industry technology utilized

by Embrace, he is even more so of his commitment to meeting face-to-face with his clients, and the personal touch he brings to each transaction. “We are able to give our clients what they want in terms of the digital realm,” he explains, “but I also give them the personal service part of it as well; where they are able to sit with me and speak to me directly. So I think that sets Embrace apart Copyright Top Agent Magazine 10Copyright

from other lenders in that they get the best of both worlds.”

Ninety to ninety-five percent of Frank’s business consists of first-time home buyers, and to that end Embrace offers what they call an Approved to Move program. “We can take a client and do a full credit underwrite for them, rather than just issuing a pre-approval.

We actually issue that client and their agent a fully underwritten loan commitment. And in this seller’s market right now, it really sets our buyers apart from the pack.” Another Top Agent Magazine

popular product is called Embrace Beyond, which is a bank statement program geared toward the self-employed borrower.

responding to texts and phone calls, updating loan pre-approvals or getting pre-approvals done.”

Another factor in Frank’s continuing and ever-growing success is his availability.

“Most buyers are usually doing their research after work hours, on weekends and evenings,” he says, “and not a day goes by that one of them doesn’t reach out to me during these times. They want assistance, and they want someone they feel they are truly a partner with. So regardless of the time of night, I’m

When Frank isn’t working, he spends much of his time leading Homebuyer seminars and Realtor events to maintain his knowledge of the ever-changing industry. Frank, who grew up in Commack and currently resides in nearby Smithtown, also prioritizes spending time with his beautiful wife Eva and their two amazing sons. He is also a softball and fly fishing aficionado.

Top Agent Magazine

Copyright Top Agent Magazine11

While the financial rewards of his chosen profession are not inconsiderable, it is the more personal side of the industry that Frank finds most gratifying. “I love that initial consultation with first-time home buyers,” he says with obvious sincerity, “when they’re a little uneasy and unsure of what they’re doing.

I love being able to give that client direction,

and entering that relationship that we develop over the next sixty to ninety days until they find that house and close on it. I like making sure that they’ve understood the process, that they understood things like their closing costs and were informed about all the products available to them. Educating them and seeing them reach their goals is extremely rewarding.”

For more information about Frank Virga, http://www.justingrable.com call 516 - 807 - 4914 or email FVirga@embracehomeloans.com 12Copyright Top Agent Magazine

Top Agent Magazine

Body Language: How to Read Your Prospect Like a Book!

By John Boe Are you aware that your body language gestures reveal your deepest feelings and hidden thoughts to total strangers? The very first sale you must make with each new prospect is to “sell yourself”. If your prospect doesn’t like or trust you, he or she will never even remotely consider buying your product or service. Understanding body language gestures will help you build trust and rapport quickly with your prospects and customers... face-to-face or over the phone.

Top Agent Magazine

13

Body language is a mixture of movement, posture, and tone of voice. Top sales reps and the most successful managers recognize the importance of nonverbal “buy signals” in the selling process and have learned to “listen with their eyes”. They understand the power of body language and know how to use their gestures and voice tone to establish trust and build rapport quickly. Body language research shows that nonverbal communication has a much greater impact and reliability than the spoken word. Therefore, if your prospect’s words are not congruent with his or her body language gestures, you would be wise to rely on the body language as a more accurate reflection of true feelings.

The good news about body language is that you were born knowing the information. This explains why people from different cultures can communicate effectively without having to speak a single word. In the animal kingdom, every cat, dog, bear, horse, etc. on the planet will use the same body language gestures to communicate with each other. For example, when an animal is angry, they will pin their ears back flat against their head.

Even though people understand body language instinctively, the meaning of “finger gestures” may change from one culture to another. Finger gestures, such as the V for victory sign or the okay gesture are “learned gestures” created by the culture and the meaning often varies from country to country. For example, on January 23, 1968, the USS Pueblo, a Navy intelligence ship, was engaged in a routine surveillance mission off the North Korean coast when it was intercepted by North Korean patrol boats. The 83-man crew were captured and imprisoned in Pyongyang, where they were interrogated and beaten. In an attempt to gain propaganda value from the crew, the North Koreans conducted a news conference. When photographed during the press conference, some of the ship’s crew expressed their disdain for their captors by sticking out their middle finger. While this finger gesture was noticed by the North Koreans they didn’t understand the disrespectful meaning that the gesture implied. After the photos were released worldwide and the meaning 14

Top Agent Magazine

of the finger gesture was revealed, the North Koreans were politically embarrassed and severely beat the crew.

During your sales presentation, it’s critically important to get started on the right foot. Research shows that we decide in the first few moments whether we like someone or not. Yes, we also judge a book by its cover too. There’s absolutely no substitute for a positive first impression. Create a favorable first impression and build rapport quickly by using open body language. In addition to smiling and making good eye contact, you should show the palms of your hands, keep your arms unfolded, and your legs uncrossed.

Body language is

a mixture of movement, posture, and tone of voice.

You can build trust and rapport by deliberately, but subtly, “matching and mirroring” your prospect’s body language in the first few minutes of the appointment.

For example, if you notice that your prospect starts off the appointment by crossing his or her legs and sitting back in the chair, you should match them by crossing your legs and sitting back in your chair as well. After you believe you have developed trust and rapport, you can verify it by seeing if your prospect will begin matching your gestures. Try leading your prospect into a more open and receptive body language posture by uncrossing your legs and leaning towards the table. If you notice your prospect subconsciously begins matching your body language gestures, congratulations, this indicates that you have laid the foundation of trust and rapport. Conversely, if you notice that your prospect is mismatching your body language gestures, you know trust and rapport has not been established and you need to continue the “matching and mirroring” process.

Be mindful to evaluate the flow of “gesture clusters” rather than isolated gestures taken out of context. Listed below are some important body language gestures that you need to become familiar with. There are two basic categories of body postures; Open/Closed and Forward/Back. In an open and receptive body posture, arms are unfolded, legs uncrossed, and palms are exposed. In a closed body posture, arms are folded, legs are crossed and the entire body is usually turned away.

Top Agent Magazine

15

Body Movement Gestures • Leaning back and closed = Lack of interest • Leaning back and open = Contemplation and cautious interest • Leaning forward and closed = Potential aggressive behavior • Leaning forward and open = Interest and agreement Head Movement Gestures • Head neutral = Neutral and open attitude • Tilted back = Superior attitude “looking down your nose” • Tilted down = Negative and judgmental attitude • Tilted to one side = Interest Facial Gestures • Eye rub = Deceit, “see no evil” • Looking over top of glasses = Scrutiny • Nose rub = Dislike of the subject • Hand or fingers blocking mouth = Deceit, “speak no evil” • Chin stroking = Making a decision • Thumb under chin with index finger pointing vertically along the cheek = Critical judgment Are you missing your prospect’s buy signals? As a professional salesperson you must continuously monitor your prospect’s body language and adjust your presentation accordingly. By understanding your prospect’s body language gestures you will minimize perceived sales pressure and know when it’s appropriate to close the sale!

“As the tongue speaketh to the ear, so the gesture speaketh to the eye.”

– King James the First (1605) Copyright ©, John Boe. All rights reserved.

John Boe presents a wide variety of motivational and sales-oriented keynotes and seminar programs for sales meetings and conventions. John is a nationally recognized sales trainer and business motivational speaker with an impeccable track record in the meeting industry. To have John speak at your next event, visit www.johnboe.com or call 937-299-9001. Free Newsletter available on website.

16

Top Agent Magazine

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

Top Agent Magazine

17

Don’t Worry, Be Happy!

– Bobby McFerrin

By Barry Eisen

A gizzillion years ago I had the honor and privilege of spending time with Norman Vincent Peale, Methodist minister, author of The Power of Positive Thinking, controversial thinker and one of the best motivational speakers I’ve ever heard.

He told of a chance encounter with one of his parishioners, George, on a street in New York City. George was despondent. When Dr. Peale asked him about his state of mind, George let go with a tirade of confessions of being so overwhelmed with problems and worries that he couldn’t sleep at night and couldn’t think straight by day. “I’m a depressed mess,” George sadly confided.

18

Top Agent Magazine

the end of TODAY. Preparing for tomorrow at the end of today helps you rest well. The mind doesn’t have to spend the night worrying “Remember this and Don’t forget that!”

You wake up knowing how to start and where you’re going! Be sure to prioritize your list with an A, B, or C. Let go of yesterday and focus on your To-Do-List of today. If it was important from yesterday and “George,” Dr. Peale said, waiving his incomplete, it’ll be on today’s list. arm slowly over the horizon, “here Do things, not because you have to, are thousands of souls who haven’t but because you get to. got a worry among them. If death means you have no worries, to worry • Keep your mind busy with the must mean you’re alive! And if you highest priority in the moment. Inhave lots of worries, how much more stead of figuring out why you are the alive you must be!” It’s a matter of way you are, stay on task knowing that you can only do one thing at a perspective.” time. Consider the satisfaction you Worry is something we choose that will feel when that one task is acis not of the world, but rather, in complished and then turn to your how we think. It’s a distraction that next. Of course interruptions will takes us away from confronting our happen. When they do, ask yourself: Is the interruption or is the task at realities. hand of HIGHER VALUE for THIS Here are nine potentially life chang- moment? (Most therapists don’t try ing ideas. Some you maybe doing, to figure out why a person is worrysome you have done in the past, ing; but will prescribe that a patient and for some may these serve as a do something or learn something on reminder to get back on track. If any which to focus positively. Learning/ would serve you, start now. stimulating the mind can get a person out of their ego-centric predicament.)

• Make your list for tomorrow at Multi-tasking has been proven not to

Dr. Peale asked George if he could spare some time to meet a large group of people who might have answers to George’s worries, since this was truly a worry free group. George, at his wits end grunted “sure.” After a long car ride to near the tip of Long Island, Dr. Peale had the taxicab stop in the middle of a large cemetery and the two men got out.

Top Agent Magazine

19

likely to show you their good if they feel that availability from you. Don’t listen to T.V. or read internet news be• Allow yourself to risk. Enter en- fore you go to sleep at night. Count the ough. A friend of Nan’s had won the things for which you can be grateful grand prize on the American Chop- (full of greatness!) and sleep better. per contest. When asked how he won, he laughed and said, “When the con- • Smile more and hold eye contact test was announced, I ENTERED.” with others. Create a positive posYou’ve got to allow yourself to enter ture. Your positive physiology will the game and know that you aren’t be reflected by others and even if going to win every time, but you’re a you’re faking it, your forced smile, winner by playing and playing your eye contact and positive posture will best. Enter enough! If worrying about feel more natural and comfortable. losing stops you from entering, it Little shifts. guarantees a loss. Enter enough and you’ll find those places where you • Delegate responsibilities. Do what win. And as you enter enough, your you can, but let go of things before skills get better. Make up for lack of you become overwhelmed. If someskills, not by thinking about the lack, one else can do a task only 80% of but with enough activity. Show up... the way you would do it, but it gives you 100% of that time for another most don’t. taks which only YOU can do...you • Focus on what is right, the good, are 180% productive with that time. rather than on what is wrong. So Life is too short. What parts are really much of the media focuses on the worth your attention? isolated disaster story. Happy stories don’t sell. Media stories appeal to • Exercise/eat well/sleep well. Exthe lowest common denominator of ercise is a great idea even though our interests. Don’t go for the easy you may feel stressed about time and “take” or opinion of others. Consider other preoccupations. The endorthe possibilities. Have you ever had phins that reduce feelings of worry, your good intentions misread by fear, adrenaline production, also others? Allow the benefit of doubt by promote a more relaxed mind and seeing good in others. They are more body. As we grow older it’s inactivity be the best way to go. Slow down and focus.

20

Top Agent Magazine

that will contribute most to pain and suffering. Do what’s right. Stay active. Cutting back on simple carbs allows the brain greater clarity.

Good sleep patterns promote a healthier brain and better transmission of neurotransmitters (especially dopamine, serotonin and oxytocin -- happy! happy! happy!).

• Take breaks. Short (10-15 minute) periods of meditation, stretching or self hypnosis have been proven to minimize mental fatigue, re-direct thinking to positive vision, and prompt productive, feelings of well being and energy.

On the top of a full size piece of paper or, if you prefer, a digital memo app, write or type the words WORRY LIST. When a worry comes to mind, instead of letting it interrupt what you are doing, take out this list and jot down/type the worry. Keep doing this for one whole week. On Friday afternoon between the hours of 4:005:00 PM lock yourself up in a room alone and take out your worry list.

Worry about everything on your list for that full hour. So, you haven’t missed your self-made opportunity (choice) to worry, but you did it under your conditions, and wasted a lot less time.

• Do something nice for at least one someone each day. Go out of your way to make some else’s life a little better. Get out of your own head, just a little. Pass it forward.

If this idea seems silly, it is...and it’s not. (You might be surprised at how many people with whom I’ve shared this thought, took it seriously and found great benefit.) Value yourself and those around you by not sweating Worry is not caused by external events so much of the small stuff... And as or situations, but by how we perceive the wise man said, “It’s ALL small those events or situations. But for stuff.” those self sabotaging warriors who are reluctant to give up worrier ways, Copyright©, Barry Eisen. here is a great idea: All rights reserved.

Barry Eisen teaches personal development seminars and coaches Southern California top producing REALTORS®. “Your business will never grow more than you do” is the theme; self hypnosis and behavior modification are the tools for playing a bigger game. barryeisen.com, barryeisen@LA.twcbc.com 818-769-4300 Top Agent Magazine

21

How to Make Your Commute Productive The highest caliber business owners and entrepreneurs utilize every minute of their day.

Though this may be a lofty goal, there are certainly ways to make our daily routines more efficient and productive. Consider the morning and evening commute—time blocks that are accounted for every day. For some of us, daily commutes may mean a lengthy drive through gridlock traffic, or perhaps just a quick fifteen-minute crosstown excursion. However short or long your commute may be, there are ways to maximize this component of your daily routine and reap the rewards.

With that in mind, take a look at some ideas below to inject some energy and productivity into your daily commute.

22

Listen to the latest industry-centric podcasts or audiobooks Whether you drive, bike, walk, or take public transportation, a commute is the perfect time to tune into an industry-oriented podcast or audiobook as a way of building your skills or getting into the zone for the day. Instead of letting your commute time be passive, you can process insights from leading industry professionals, or develop your skillset on a topic you haven’t yet made time for. Perhaps you’d like to develop your social media presence, or maybe you’d like to tap into the millennial homebuyer market—whatever the case may be, there is audio material out there suited to your interests. What’s more, podcasts are free and easy to incorporate on your smartphone or

Top Agent Magazine

Top Agent Magazine

tablet, and there are ample audiobook subscription services out there that make regular listenership cost effective.

Create a mental to-do list to get a head-start on your day, or to prepare for tomorrow Getting your thoughts in order with a straightforward to-do list can help you dive in once you make it to your desk, or serve as a conclusive mental routine to end your work day.

If you drive to and from work and don’t have your hands free, don’t fret. Speaking your to-do list aloud can help you detangle your thoughts and tasks by vocalizing them. You can also try breaking down your to-do list by verbalizing the day’s goals, the week’s goals, and the month’s goals as a way of structuring priorities. If your commute is hands-free, you can incorporate a variety of apps that serve as custom-made todo lists that’ll organizationally map your duties for the day. In either case, use your commute window to identify and name the tasks ahead of you, and you’ll be able to hit the ground running when the time comes to perform.

Top Agent Magazine

Tend to your personal commitments and planning A productive commute can boost your professional performance, but it can also serve your personal growth and out-of-the-office responsibilities, as well. Perhaps you can think out and plan your meals for the week so that you don’t come home burnt out and with nothing in mind for dinner. Maybe you check in with a relative or partner and catch up for a spare twenty minutes.

Not only does this eliminate a few items off of your personal to-do list, it can actually give you a more focused mind at the office. If your personal life is in good order, you’ll be able to devote your full attention to work tasks.

As the old saying goes, there are only so many hours in a day. If you added up all the minutes spent commuting around town, how many hours would amount? Though the trek to and from the office is an engrained part of professional life, it doesn’t have to be a drag. Account for those spare commute windows in productive ways, and in only a month you’ll have devoted a significant portion of your time to bettering yourself as a person and a professional.

Top Agent Magazine

23

mailto:mag@topagentmagazine.com

24

Top Agent Magazine