Shannon Doyle MAGAZINE INSIDE FEATURES: Edward Arce Berkshire Hathaway HS. Earl Hearvey PLF Real Estate Solutions. Sheralyn McVeigh McVeigh Properties

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1 EXECUTIVEAGENT MAGAZINE Shannon Doyle Executive Agent of the Month INSIDE FEATURES: Edward Arce Berkshire Hathaway HS Earl Hearvey PLF Real Estate Solutions Sheralyn McVeigh McVeigh Properties TM

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4 Executive Agent of the Month Shannon Doyle PREA Realty Professional Profiles Edward Arce Berkshire Hathaway HS Earl Hearvey PLF Real Estate Solutions Sheralyn McVeigh McVeigh Properties 4

5 November, California Edition Editorials 32 Be Patient With Yourself And With Your Borrowers! -Linda Brakeall 36 The Truth About How to Have a Winning Sales Personality -Bill Brooks EXECUTIVEAGEN TM MAGAZINE Fred Arrias Executive Publisher PO Box San Clemente, CA Ph: (949) Fax: (949) FArrias45@gmail.com ADVERTISERS INDEX Benchmark Mortgage The Mental Game Of Sales Success -Tamara Dorris City of Hope...35 Finance of America Mortgage...29 i Photography Studio Remember Me? -T Scott Gross Kinecta Federal Credit Union...40 PWAOR...28 SBAOR...38 The Termite Guy Success Showdowns -Chris Widener 30 Value Of Silence -Dirk Zeller 26 Little Things -Zig Ziglar Ticor Title Company...39 Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Haley Freeman, Shannon Hartsoe Editorial Writers: Linda Brakeall, Bill Brooks, Tamara Dorris, T Scott Gross, Chris Widener, Dirk Zeller, Zig Ziglar Copyright 2016 Executive Agent Magazine. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Although every precaution is taken to ensure accuracy of published materials, Executive Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors. 5

6 EXECUTIVEAGEN TM MAGAZINE Written by Haley Freeman Sheralyn McVeigh For Sheralyn McVeigh, broker/owner of McVeigh Properties in Huntington Beach, real estate is more than just business; it s personal. That s because it s her name on the sign, and that name represents two generations of service and trust.

7 Sheralyn was first inspired to a career in real estate by her mother-in-law, Eileen McVeigh. She was one of the leading Realtors in Orange and Riverside counties in the 70s and 80s. I initially became a contract loan processor for a big company and got a feel for real estate. Working behind the scenes was a great way to get started. I kind of felt like I was learning the hard part first by reviewing escrow and title reports and appraisals line by line. That detailed knowledge helps me to be an efficient and informed agent in my practice today. It wasn t long before Sheralyn found that she wasn t cut out for a career spent behind a desk. Her vivacious energy and affinity for people prompted her to get out and shadow Eileen as she sold multi-million-dollar homes in Orange County. When Eileen opened McVeigh properties, Sheralyn went to work with her and soon obtained her own broker s license. I like to say I learned from one of the best, she says. Eileen was extremely successful, and when she decided to retire, she asked me to take over. It s absolutely what I wanted to do. Under Sheralyn s leadership, boutique McVeigh Properties continues to thrive. Service is not determined by brand, Sheralyn says. It s about how hard your individual agent will work for you what they do for you when you hire them. I have the same connections all the big names have. What it comes down to is following through with the promises I make to my clients. From the very first meeting, Sheralyn and her team strive to give their clients peace of mind. With deliberately constructed marketing plans, outstanding communication and a personal connection that continues long after the purchase or sale of a home, every transaction is an experience that exceeds the bounds of a mere business relationship. I work with the same clients over and over again as their circumstances in life change. Some are clients that Eileen helped to buy and sell homes in previous years, and in some cases I am now helping their kids. It s so nice to feel you re making a difference for someone s family. Sheralyn has earned the trust of first responders in the Huntington Beach and Los Angeles communities, and she has assembled a team of reliable specialists who support her in meeting the unique needs of these individuals and their families. I have great lending support, and that support extends to the title and escrow teams who are all so great about taking care of my clients. It s important to pick the right people who are committed to the same values and standards of service. Her in-house team is selected with the same careful attention. I m a go-getter. I always say, go hard or go home, and I hand pick the agents who work with me. I m looking for serious agents who want to work hard, and I m here to help and be a mentor. I really want the person next to me to succeed. I also have a transaction coordinator who is absolutely amazing. I don t know how business would be where it is without her. And I have assistants who help with marketing and other administrative work. My team is here to make sure our clients are getting the best customer service possible. Our policy is to not let more than 15 minutes go by before a client gets a call back. Sheralyn and her husband, Rob, head a blended family of four children. Their three oldest children are grown, and now with a 9-year-old-daughter, Sheralyn says they are doing it all again. We invest a lot of time with our daughter s school and activities. My husband is also a softball coach, so we re very involved with the community. It s great being connected with people and knowing what s happening in their lives so that when they need help with real estate, you have a real sense of how best to serve them. The integrity and hard work the McVeigh family has put forth over two generations is paying off not just for them, but for the many families who have trusted them with their most precious investment. Sheralyn is still inspired every day by the new possibilities that await her. I absolutely love selling real estate, she says. I continue to learn with every transaction I do, and I meet each day with new excitement. Sheralyn McVeigh McVeigh Properties Beach Blvd., #165 Huntington Beach, CA Tel: Sheralyn@mcveighproperties.com Web: CalBRE #

8 E A Remember Me? If there is a single way to cement a relationship with a customer, it must surely be the promise that they will be remembered. There is nothing, not quality, not price, not convenience that will draw a customer like the promise of being remembered. I like to eat at the Cowboy Steakhouse in Kerrville, Texas. It s my favorite place on the planet. Is the food good? Of course! And the service is always first-rate. Is it the best restaurant anywhere, even the best in Kerrville? Who knows! All I can tell you is that I like it. And if you show up knocking on my door and want to take me to dinner, you can bet I ll ask for the Cowboy Steakhouse. Why? Probably for the silliest of reasons - they remember me. I may not be famous in your town (heck, I m not famous in my own). But I am famous at the Cowboy Steakhouse (everybody is!) and that s where I like to eat. I can count on a hug from Lorrie, and I know that Nancy will remember that I want the chicken and I don t want foil on the baker, and that a gallon of water will just get me started. We flew into Cincinnati to visit my grandmother and called the folks at Thrifty for a car. We hadn t planned on stopping, we were just ahead of schedule and flying east of our intended route to avoid bad weather. So we had no reservations. No problem. The folks at Thrifty came through. What made the transaction special was Cathy. Several years ago I spoke to the Thrifty annual convention and they bought a bunch of the original Positively Outrageous Service books. I signed the books, had a great time speaking to the crowd and, like too many engagements, went about my merry way. Cathy was walking by the counter just as the customer service representative asked my name. Scott Gross, I replied. Cathy stopped, smiled and said, Would that be T. Scott Gross? Yes, ma am, although the T. is silent, I grinned at the thought that someone would remember me from four years earlier. I loved your book! Thanks! That always makes me feel special. Being remembered is the best compliment of all. When we said our good-byes and stepped out to find the economy car that we had rented, there waited a jazzy, berrycolored convertible, no extra charge. I don t expect special treatment. In fact, it s a little embarrassing to be given red carpet treatment for what seems to be no reason at all. Hey, I was paid to speak to Thrifty. I already got mine and here they were treating me like visiting royalty. I ve washed more cars than I ve rented! But the real treat was not in the jazzy car, it was in being remembered. If you want to make a customer feel special, remember them. People like to do business with people who remember them and attempt to respect their special needs and tastes. If remembering is the best thing you can do, forgetting must be the worst. T. Scott Gross is a speaker, consultant, videographer and lifelong restaurateur. Best known as the author of the bestselling business book, Positively Outrageous Service, his latest book is Leading Your Positively Outrageous Service TEAM. Copyright 1999, T. Scott Gross. All right reserved. For additional information, please contact The Frog Pond Group at FROG (3764) or susie@frogpondgroup.com; com. 8

9 E A Written By T. Scott Gross 9

10 EXECUTIVEAGEN TM MAGAZINE Earl Hearvey For Earl Hearvey, the most gratifying thing about being a Realtor is helping people to realize their dreams through real estate. Whether it is a family s dream of owning a home, or an investor s dream of acquiring a profitable asset, Earl has both the skill and dedication to see the matter through.

11 Making Dreams a Reality Written by Haley Freeman I m working with a client now who just wants a back yard for his son, Earl says. That s everything. The chance to get him a house for the happiness of his son and his family, that s my thing. Earl spent his early years in Long Beach and later attended high school and college in San Diego. After completing his undergraduate degree in global business at Cal State San Marcos, Earl set out for the East Coast. There, he attended New York University and earned his master s degree in public administration. He was enjoying life in the bustling city and working for a major hotel when the 9-11 tragedy struck. Life as he knew it abruptly changed, and Earl accepted a friend s invitation to return to Long Beach and join him in the mortgage business. I did loans for eight years, and eventually grew an office in Long Beach with 30 loan officers. As the market declined, I downsized, and then things dropped off fast. I had my first child on the way, and I had to regroup. I really wanted to get into the real estate side of the business. It appealed to me because there is a lot more involved, and I also felt I could do more to help people in a personal way. You wear so many hats as an agent you re a psychologist one day and a plumber the next. I love numbers, but I love the interaction with people more. The culture of integrity and trust at PLF Real Estate Solutions is what initially drew Earl to the company. I met the owner, Herb Diaz, when I was on the loan side of a transaction he was doing. I decided to call him up to see if we could work together. He s an awesome guy who always has my back. Now we have a model for growing other agents, and I am developing a team of my own. We want this to be a place where agents can come and receive success and guidance to either work with a team or develop their own. easygoing and approachable nature from his father. My dad is that way. He talks to people everywhere he goes. I feel like I can connect with anybody, no matter what background they come from. I want to make them feel comfortable. No one should ever feel dumb or intimidated for asking a question. And when I m dealing with older people, I always think about how I d want them to be treated if they were my parents. No matter who comes through the door, they are going to get the best service possible. Earl s greatest motivation comes from his family, but in particular his two sons, who are 8 and 3 years old. I have to keep my energy high with these guys, he says. I not only want to provide a good life for them, but also let them see that they can do whatever they want in this life if they work hard. I also want them to learn that when you help other people, good things usually come your way. His bicoastal business education and extensive understanding of mortgage lending are added benefits as Earl expertly guides his clients through buying and selling Southern California real estate. But it is his passion for helping others that makes working with him so extraordinary. It is a privilege to do this work and to provide the highest quality service. We are working together here to make something special. Earl Hearvey PLF Real Estate Solutions 9300 Washington Blvd. Pico Rivera, CA Tel: Earl@plfrealestatesolutions.com Web: CalBRE # Earl and his power team are flourishing in an environment where they can provide more personalized service than their larger competitors and give clients greater peace of mind. I try to put their shoes on each time I meet people. At a small, boutique agency there is more oneon-one interaction. When people come into our office, they don t feel intimidated. This is a true customer first brokerage. Straightforward and honest, Earl says he acquired his

12 E A The Mental Game Of Sales Success Our industry is replete with plenty of lead-generation and marketing systems, websites for agents and toll-free hotlines that promise to bring prospects knocking down your door. But is it possible that there s another factor one that we only give periodic lip service to that might be the real missing key to top producing success? Napoleon Hill made his mark in the early 1900 s with his landmark book, Think and Grow Rich. In fact, it s no surprise that many, if not most, of America s noted self-development gurus admit that Hill s book opened doors (& minds) and served as the catalyst for massive and on-going success. Interestingly, numerous real estate coaches and top brokers will note the same claim to fame. What was it about Hill s book that hit home for so many? He acknowledged the power of the mind: we get what we think about. Not to insinuate that Hill s ideas suggested we think nice thoughts and then sit around on our laurels waiting for prospects to drop from the sky. Indeed, action is the impetus of measurable results, but before anything comes the power of thought. When Hill wrote his book, some of his ideas seemed a little bit beyond the ozone layer. However, something gave rise to his credibility. Since steel magnet Andrew Carnegie commissioned Hill to set about the 20-year task of interviewing the richest men in America men who had last names like Firestone, Woolworth and Wrigley, not to mention Thomas Edison himself credibility was difficult to challenge. Fast forward 100 years or so and let s consider how we can use that ageless wisdom and technique to sell houses, find prospects and close transactions. While Hill s verbiage included less explanation than what today s quantum physics can define a bit better, the fact is that we get what we focus on. If you focus on a deal falling through, catching a cold or getting a flat tire, please don t be surprised when the dreaded event occurs. In fact, with enough consistency, you can almost bank on it. The trick is to use this technique to create a healthy business. To constantly keep your mind as focused as possible on the results you do want as opposed to worrying about those you do not want. Unfortunately, we live in a time when negative focus is the order of the day. Just think about it. People are always talking about how the market is bad and things could get worse; that kind of focus is creating more of the same even if we don t mean for it to transpire. Look in the MLS and see if any houses sold last week, see if any listings were taken. Chances are, someone sold something and that s because some not most, but some salespeople are aware that success in sales starts with the mental aspect. Even top producers who have never read about or understood the power of their thoughts are using those positive thoughts to create more sales. Why not take a chance and try embracing the practice of positive thought and expectation? See the preferred end-result in everything you do, every action you plan on taking. Then take that action, keeping your mind constantly and powerfully focused on the excellent outcome you want to occur. Watchdog worrisome, negative thoughts and fears and replace them with determined, desired results. It might be worth the effort what do you think? Tamara Dorris was the marketing communications manager with the California Association of Realtors, a feature writer for its magazine, as well as numerous other published articles including a few real estate books. She is an adjunct professor of real estate in Sacramento, has written five additional non-fiction books while holding a master s degree in writing, and has been a guest on numerous television and radio shows all around the world and a local keynote speaker for numerous events and functions. 2007, Tamara Dorris. All rights reserved. For information contact the FrogPond at FROG(3764) or susie@frogpond.com; 12

13 E A Written By Tamara Dorris 13

14 EXECUTIVEAGEN TM MAGAZINE Edward Arce Edward Arce, broker/associate at Berkshire Hathaway Home Services in Laguna Niguel, is moving real estate forward. He brings a lifetime of industry experience to bear on the real estate transactions he represents in South Orange County and beyond with his innovative approach to business.

15 E A Moving Real Estate Forward Written by Haley Freeman Edward began his career as a business banker at Wells Fargo and grew professionally amid the ever-changing climate of the banking industry of the 90s. His journey led him to mortgage lending and then to the world of real estate. After obtaining his broker s license, he opened a fullservice real estate company of his own, assisting clients with both home financing and sales. After the seismic shift in the housing market occurred, he focused his attention exclusively on real estate sales and put his understanding of the banking world to good use helping distressed homeowners through the short sale process. Today, Edward is a listing agent and Leading Edge Society member at Berkshire Hathaway, where he is leveraging the brand s leading edge technology and a global reputation for service excellence to continually move real estate forward. Berkshire Hathaway is a name that stands strong and steadfast. Recognizing the current economic climate, today s home buyers and sellers are looking for direction that promises integrity, trust and competence. Real estate is evolving in so many ways. Technology has changed the way people buy and sell real estate. We are seeing a vast number of today s buyers coming from Asia and Europe, and with today s cutting edge technology, we can capture them. One of Edward s specialties is the efficient sale of expired and withdrawn listings. Rather than just dropping the price, my team and I approach each home to see what it has to offer, enhancing and highlighting its appeal, capturing it with professional images, diverse market exposure and aggressive pricing to get our sellers the maximum for their homes. Sometimes it is as simple as reorganizing the interior; other times it needs something more elaborate. No two homes are alike. Always on the lookout for innovative ways to bring value to his clients, Edward recently discovered a market niche called quick delivery. It s a market that is unknown to a lot of people. It s when a builder has finished or almost finished construction that is not sold. Sometimes a buyer has backed out or fallen out of escrow. Now it s costing the builder money to hold. Normally, builders don t negotiate. But if you have the right relationship, some are willing to make concessions for a buyer who will purchase right away. He has begun a new team devoted exclusively to quick delivery transactions: I just helped a buyer purchase a new home with a base price of over $1 million. I was able to negotiate the price down to $880,000. That price included a number of upgrades; flooring, lighting, upgraded appliances, and even the front yard landscaping! The buyer couldn t believe it could be done, but it was. Edward is working daily to move real estate forward by acquiring fresh knowledge and new technologies that will give his clients an edge in the marketplace. He is committed to giving his clients something more than just business as usual; he is delivering the highest level of outstanding, personal service to each buyer and seller he represents. Edward Arce Berkshire Hathaway HS Ivy Glenn Dr., Suite 100 Laguna Niguel, CA Tel: Edward@edwardarce.com Web: CalBRE # Edward s winning strategy also includes bringing in professional photographers and writers to create polished marketing materials. Photography is my hobby, but I m not a professional home photographer. I bring in someone who knows how to show the home in its best light.

16 E A Success Showdowns I confess, I love westerns. There is nothing like those Showdown scenes where the film is shot from down low and you see those boots moving slowly, step by step until they come to a stop just 100 feet from the other guy. Tumble weed blows by. The wind stirs the dust. The camera moves up and you see fingers twitching, getting ready to draw. You know that it is only a few moments until the good guy lets the bad guy have it and he ll be on his way to saving the day and setting the town free again. All that stands in his way is this one obstacle. But that obstacle must be put away. What would you do in that situation? Would you save the day and proceed to victory, or would you run and hide? Running and hiding is tempting when you see the guy all dressed in black, symbolizing your impending doom! Isn t that what happens regularly though? Our journey to success always has these Showdowns that we have to go through if we are going to get there. There are always going to be bad guys we have to get through. Let s take a look at a few: Fear. Fear is the pre-imminent bad guy. He keeps millions of people from success. Here is a secret: There are times when I am stretching myself to achieve all that I can, when I am taking huge risks, that I wake up in the middle of the night and I am so scared I can t sleep! Fear will tell you anything to keep you from even trying! But do you know what takes care of fear? Persistence. You see, everybody has fear. The most successful people I know have fear. But they work through it rather than give up! To be successful you have to have and win that showdown with fear. Am I dreaming too big? Did I take a dumb risk? Should I quit and go back to something safe? Rest assured, it will come. But this is when your vision must be strong and you must keep going. Stick with the dream. Don t give up! Overcome your doubt and the doubts of others! To be successful you must have that showdown with doubt and win! Yes, there will be many showdowns. The above are but a few, though they are the major ones. Maybe you are experiencing them even now. Your time has come. The old western music is playing. Your foe dressed in black grins that devilish grin. He thinks you can t do it. But have your showdown. Win. Then ride off into the sunset!. It s time to draw pardner! Take aim and win your showdowns. Chris Widener is the President of Made For Success. He teaches leaders how to become Extraordinary Leaders. Chris speaking and consulting services have challenged the best to become optimists, to pursue excellence relentlessly, and to dream big dreams. Copyright 2007, Chris Widener. All rights reserved. For information about Chris speaking and consulting services, contact the FrogPond at FROG(3764) or susie@ FrogPond.com; Crowd mentality. I have become increasingly aware of this in recent years. The crowd is loud. They are tenacious in letting you know that they expect you to do things their way or something is just not right. You know, it is the relative who calls you a dreamer. It is the naysayers. They want you to do what is normal. Well friend, nobody ever got successful doing what the crowd does. The crowd is average, that s why they re the crowd! To be successful you have to have that showdown with the calling of the crowd. Hear their voices screaming, Don t do that. Be like us, and win the showdown. Doubt. Success usually takes a while. It rarely comes overnight. And after some time, you will begin to doubt. 16

17 E A Written By Chris Widener 17

18 Nomination Form Nominate a fellow REALTOR to be featured in one of our feature stories; on the cover as Executive Agent of the Month, or as a special feature story. All candidates must be nominated by a real estate professional. The selection process includes a questionnaire, personal interview, reference check and final approval by the Advisory Council. Candidates are evaluated based upon professionalism, length of service and uniqueness of story, as well as industry and community involvement. I Nominate: Name Company Address City, State, Zip Phone Submitted By: Fax/ nomination to: Executive Agent Magazine PO Box San Clemente, CA Fax: FArrias45@gmail.com Tel: Name Company Phone

19 Cover Story Shannon Doyle Executive Agent of the Month

20 Shannon Doyle Realtor Shannon Doyle is in the business of helping her clients find a home that will bring them lasting happiness. Her proven real estate method includes generous communication, expert advice and a practice of always putting her clients needs first. Shannon recalls her childhood dream of accomplishing two things: being a mom and selling real estate. She married early and had two sons, but when her circumstances changed and she became a single mother, she thought she may never have the opportunity to accomplish her second life goal. Both ambitious and gifted at working with people, Shannon began working for one of the largest law firms in Orange County and became the assistant to the director of human resources, overseeing the needs of 300 employees. She also met and married John Elson, who encouraged her to pursue her latent dream. We were talking about it one day and he told me, Now is the time to get your real estate license. You can do it. I know you ll be successful. Written by Haley Freeman - Ian Wiant Photographer

21 With John as her champion, Shannon got her license and went to work as a real estate office administrator and transaction coordinator while building her own business. By 2006, she had acquired the comprehensive skills and confidence to start selling full-time. Although the market was beginning to show signs of distress, Shannon worked hard and soon developed a relationship with a bank asset manager. I learned how to speak their language to get deals done, she recalls. It really was a skill. I soon learned that the different departments didn t really talk to one another and didn t always want the same thing. But after working with so many different personalities at the law firm, I had the ability to work with people and shift gears to meet their needs. Once I understood what the parties wanted, I could negotiate a deal that satisfied everybody. Shannon has continued to adapt with the market to meet the needs of buyers and sellers, and at PREA Realty, she has found the professional and ethical support to deliver happiness seamlessly. She is also a Redfin Partner Agent with 34 five-star reviews from highly satisfied clients. Ethics are a big part of qualifying to be a Partner Agent with Redfin. I receive referrals from their website, and I am one of the Realtors at the top of their list for Lake Forest. I recently received a request to schedule a property showing. I met the client and found out she was working with another agent, but the agent wouldn t show her the property because the seller was asking more than she was prequalified for. Then she asked if I d be willing to write an offer for her. I told her that I was happy to show her the property, but I couldn t in good conscience write an offer because I wouldn t step on the other agent s toes. Then I reported the situation to Redfin, and they said, That s why you re a Redfin Partner.

22 Delivering Lasting Happiness Her clients agree. One said: Shannon is the most ethical and competent agent we have ever worked with. We can say without a doubt that we have found our Realtor for life, and we would highly recommend her to anyone seeking a Realtor. Another shared: My wife and I have worked with Shannon for more than five years. She is a true real estate professional, knows the business, does the work and is an expert. She is excellent at providing good advice and helping you make good decisions that you will be happy about, without biases or hidden agendas. She is really focused on doing what s right for the clients. In addition, she has the highest integrity and is completely trustworthy. If you are looking for a Realtor in Southern California, I would highly recommend engaging Shannon. A native of Huntington Beach and 25-year resident of Mission Viejo, Shannon is deeply connected to the community she sells. She is familiar with the nuances that make each neighborhood unique, and she has spent a lifetime nurturing the relationships that support her in delivering happiness to others. I realize that not everybody speaks real estate. I want them to talk to me so I can get on the same page and give them exactly how much information they really want. The analytical guy might just want the numbers, but there are also people who want to chat and be nurtured. I m really here to be of service whether they are buying an investment property or their next home. If I m working with an investor, I want to know if they re buying something they d want to live in, or is it just about the numbers? If someone is selling a home, are they trying to get enough money to move up or to retire and relocate? Whatever their goals, I have the knowledge to educate them and give them good advice.

23 Shannon is known as a patient and meaningful communicator. I always pick up the phone, even when I don t want to have the conversation. No matter what, you ll know my truth. I communicate even about the small things; my clients know what I know when I know it. Sometimes I just check in because I know they re waiting. It s so easy to just give them peace of mind. Part of delivering peace of mind is simply giving people the space to make the right decision. I don t believe in rushing people. I will take them to see 50 different places if that s what they need. To me, picking the right home is like buying a wedding dress. Even if the first one you try on is the right one, you still want to try on 20 more just to make sure. The process is fun for me. My joy comes from making my clients happy. happy that they each found their perfect match. John and I still enjoy each other, so this is a great time in our life. We like spending time together, and we have good friends we enjoy going to dinner with. When I have a free day, I love taking the dogs and hanging out at Aliso Beach. It s my salvation! For Shannon, delivering lasting happiness begins with the enduring relationships she has built with clients and colleagues, relationships characterized by respect and trust. Doing the right thing is more important than anything else. I don t care if someone needs a one-bedroom condo or a multi-million-dollar home, it s an opportunity to work with someone and help them get what they need. I love the purpose I have in real estate. These days, Shannon and John are adjusting to life as empty nesters, after their four sons were married in quick succession during 2014 and God gave me two sons, and then two stepsons. I call them my bonus boys. I m so

24 Shannon Doyle PREA Realty Somerly Mission Viejo, CA Tel: Web: CalBRE #

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26 E A Written By Zig Ziglar 26

27 E A Little Things Agentleman I know quite well had an interesting experience recently. His wife was recuperating at home from surgery and maintaining a light schedule. She could move about but getting up and down and bending were particularly painful. A couple of days after she came home from the hospital he was up early in the morning and went downstairs for a cup of coffee. His favorite cup was in the dishwasher and as he retrieved it he noticed that the dishwasher was full of clean dishes. Remembering that his wife was recuperating, he unloaded the dishwasher which only took about five minutes. After finishing his coffee he went back to the bedroom to get ready for work and left before his wife went to the kitchen. That evening when he returned home she gave him a big hug and thanked him profusely for what he had done. She said, Honey, I cried when I realized I would not have to bend over all of those times and lift those dishes out. He had made a simple gesture, but it spoke volumes to his wife. It indicated that he genuinely cared for her, her comfort and well-being. It was not monumental but isn t it true that the little things make the big difference in life? Think about it. If your watch is slow by just four minutes, that s not much - unless you ve been warned that if you re even one minute late ever again you will be fired. Then four minutes make a big difference. The message is simple but clear: Be sensitive to the needs of others and remember the little things in life because they make big differences. Take that approach to life and I ll SEE YOU AT THE TOP! Zig Ziglar is a beloved author and America s motivator. He is the author of 25 books and offers training and consulting to organizations all across the globe. To learn more about Zig and his business visit his website at 27

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30 E A VALUE OF SILENCE The difference between great and good is very little. It s the last inch, or two, that separates great from good. It could be the smallest detail that gets overlooked by most people, but to the person who wants to achieve greatness, it is never overlooked. In selling, it s the little nuances of what we say and how we say it. It s the properly selected words we use to convince the client to move forward. Too often, we wing it without spending the time to properly craft the questions. When the questions are delivered well, they will elicit the response we desire. In selling, we need to be a wordsmith. Just as a master silversmith works with silver to craft an elegant tea service, we must work with our words to craft a compelling reason to do business with us. A master silversmith spends time refining the silver over fire. The heat of the fire removes the impurities from the silver. The mold is then built for the silver to be poured into. Once cooled, the silver piece is polished to brilliance. Your words must go through the same steps to achieve perfection. As a good salesperson, you must think, write, and rewrite your words; especially the key words contained in your prospecting scripts, listing presentation, and objection handling scripts. You then need to mold these words into a comprehensive and cohesive presentation. The presentation needs to address the benefits of doing business with you, versus anyone else. It must focus on the client and clearly answer the question: Why should I hire you? Just as the silversmith will fail if the mold is inferior, so will the salesperson. Check your mold. Next, you must polish the presentation. You need to spend hours perfecting the delivery. The silversmith polishes the silver until it shines with brilliance. He will spend hours upon hours making it perfect. Then, when it is perfect, he stamps his logo, or signature, on the piece. When was the last time you practiced your scripts? When was the last time you taped your listing presentation? You stamp your signature on every presentation. How good is your signature? One of the key areas between good and great in the presentation is the silence. It s the silence after a direct question. Too many sales people fear the dead space in a 30

31 E A conversation and think they have to fill it up. That need to fill the void will keep you from greatness in sales. The void of silence causes our client or prospect to think. At this moment the sale is made. Arthur Rubenstein, the world famous pianist, was once asked, How do you handle the notes on the page as well as you do? He responded, I handle the notes no better than many others, but the pauses ah! That is where the art resides. Your sale process needs to be like a great piece of music. It causes a reaction and emotion from your client or prospect. The real artistry is in the pauses. It s in the void of quiet after the question. Don t run through the pauses with another question or statement. Let the power of the pause take over. Rubenstein would let the note resonate throughout the hall. Let your question resonate in the conference room, living room wherever you are making your presentation. If you step into the pause you invalidate, or soften, the last question. You are at the moment of truth. You will find out valuable information about your client or prospect at that moment. The power of silence is deafening. Make sure to use it to your advantage. Becoming a great salesperson requires watching the little things. Spend time daily breaking down the words and your delivery. Invest your time into practice. Perfect your craft of sales. Lastly, work to create and leave the pause in the presentation. There is immense power in the pause. Dirk Zeller is an Agent, an Investor, and the President & CEO of Real Estate Champions. His company trains more than 350,000 Agents worldwide each year through live events, online training, self-study programs, and newsletters. He s the widely published author of Your First Year in Real Estate, Success as a Real Estate Agent for Dummies, The Champion Real Estate Agent, Telephone Sales for Dummies, and over 300 articles in print. You can get more information by visiting www. RealEstateChampions.com. 2009, Dirk Zeller. All rights reserved. For information contact FrogPond at FROG(3764) or susie@frogpond.com; 31

32 E A It s been frantic lately, hasn t it? Lots of re-fi s, and activity; not quite enough people on staff. People are tired, stressed and snappish. The first rule of sales and marketing is they have to like you: Like being with you, like talking to you and come away from every encounter with you feeling better about themselves. Do your customers, clients, & borrowers feel good after they ve worked with you or do you infect them with that disease called: There-aren t-enough-hours-in-theday-leave-me-alone-or-else! I wish I had a magic wand that would give you more hours in the day, relieve your stress, and get all of the work done for you. I don t. I can tell you what I ve learned over the past 17 years of being in sales, management, and functioning as a human being: If you don t take care of yourself, no one else will. Whenever there are too many demands on your time, your mind and your body that is exactly when you have to lighten up! Have to. Not an option. HAVE TO. I recommend a 4 step approach. First, get some exercise. Marathon training is not required but you ll find that even a ten minute walk at lunch will have an amazing effect on your mind, body and attitude. If you can t get outside, go up and down a few flights of stairs. Get that blood moving! If you ve been sitting all day, the blood has settled in your nether regions and there is none left in your brain! Not good. Stir it up! Part 2. Get organized. Keep a small notebook with you at all times and WRITE DOWN all those things that have to be done. Yes, everything. Personal, professional and anything else! (Even a reminder to pick up suit at the dry-cleaner!) And draw a line through them as they are finished. You ll have a concrete record of what you ve done and nothing will fall through the cracks. Part 3. Get up 10 minutes earlier so that you have time to ease into your day. An extra cup of coffee and a visit with a book, a newspaper or that special someone makes the whole day easier. Part 4. Be patient with others and yourself! Remember: Everyone is doing the best he/she can with what is available to work with right now. Don t take it personally! And hang in there! Linda Brakeall is the author of Unlocking The Secrets of Successful Women in Business, and has trained 36,000 people in 27 states in sales, marketing, presentations, and communications since She has authored 99 magazine articles on sales, marketing, selecting salespeople, managing sales teams and communications. You can find out more about Linda and what she can do for you at Ph:

33 E A Be Patient With Yourself and With Your Borrowers! 33

34 EXECUTIVEAGEN TM MAGAZINE SEARCHING FOR OUR NEXT DO YOU KNOW SOMEONE TO NOMINATE? Submit Nominations to: Tel:

35 Our bone marrow transplant reunion is now standing room only. Each year, City of Hope invites bone marrow transplant recipients and their families to attend the Celebration of Life event. It s a joyous time during which survivors of blood cancers such as lymphoma, leukemia and myeloma embrace their health, their life and each other. It began more than 35 years ago when City of Hope created what is now one of the largest and most successful bone marrow transplant programs in the world. In fact, we ve completed over 11,000 transplants and, according to national reports, our outcomes are among the best in the nation. The goal of curing cancer isn t just something we work at. It s what we live for. If you have cancer, make us your first call. Or ask your doctor for a referral. We accept most insurance HOPE WE LIVE TO CURE CANCER. Science saving lives. cityofhope.org/bmt

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37 E A The Truth About How to Have a Winning Sales Personality There is one simple, but often overlooked, personality characteristic that is vital for sales success. This one thing, however, is perhaps one of the most elusive qualities for salespeople to master. Most salespeople don t actively work to develop this capacity and many are completely unaware of just how vital this personality trait is. That s because they have been brainwashed to believe a myth that has been making its way around the world of selling for about as many years as there have been professional salespeople. The myth is that there is such a thing as a winning sales personality - and only someone with that personality can be successful at selling. Salespeople have often been led to believe that if they can just be outgoing, friendly, persuasive and even glib, that they will automatically enjoy success in selling. Fortunately, it s just that - a myth. Lots of organizations perpetuate this myth by hiring only people who fit this stereotype for sales positions. However, our extensive research with thousands of salespeople reveals that personality type really has very little to do with sales success. In some cases, the right personality according to the myth is the absolute wrong personality in certain situations. In fact, it is possible that personality mismatches often lead to more lost sales than anything else. (We ll explain this in more detail a little later). So what is the one essential personality characteristic that is vital for sales success? It s flexibility: It s the capacity to adjust your personality to match the demands of the particular situation in which you find yourself. To empower yourself to blend your personality to be in total coordination with the pace, tone and speed of your prospect. It is not forcing your dynamic personality onto a prospect who is cool, distant or removed. It is not talking your head off constantly to a prospect that tends to be quiet and reserved. It is not being distant and cool with a prospect who is warm, engaging and interested in dealing with you in a very personal way. What many salespeople fail to understand is that there is a vast difference between being flexible and being fake. Bill Brooks, CSP, CPAE, CMC, CPCM former CEO of a $300,000,000 corporation and two-time sales award winner from an international sales force of 8,000, Bill has real-world expertise. Bill has spoken or consulted in over 300 different industries while being engaged by at least 150 clients an astonishing six times each. Copyright 2003, Bill Brooks. All right reserved. For information about how to bring Bill to your next meeting or convention, contact the Frog Pond at FROG(3764) or susie@frogpond.com; Our research indicated that successful salespeople weren t necessarily the extroverted and persuasive sales type. But they all did have one all important quality in common. 37

38 The South Bay Association of REALTORS SAYS YES to supporting and helping you grow a successful real estate business. FREE Online License Renewal Low Cost Mediation for Your Clients 13 Staff to Help Our Members Two Convenient Locations FREE Market Stats Tons of Free Education Onsite Training REALTOR Store Political Advocacy to Protect Your Rights Tips and Guidance with City Selling issues FREE Meetings & Events FREE Mediation for Commission Disputes Personalized Service Courses, Panel Events and Networking Opportunities for Residential, Commercial and Global Real Estate For More Information About Joining SBAOR please Contact Nikki@SouthBayAOR.com

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40 Now we re getting personal. A mortgage lender with the magic touch? More like the personal touch See for yourself. What members say: Alex and the Kinecta team are quick to respond to needs and trustworthy during a time in which you need someone looking out for you most. They are great! The service we received from Kinecta during our home purchase was absolutely amazing. Everyone that was involved in the process was incredibly professional and responsive. What Real Estate partners say: I recently successfully closed an escrow with a 30 day time frame, which these days is not an easy task! Thanks to Todd Hull and his team at Kinecta for keeping myself and my buyers informed every step of the way - we were able to pull it off! With Mr. Van Duser s help we were able to close in less than 30 days, and everyone involved were kept well informed at all times. I strongly recommend Kinecta to everyone looking for a mortgage loan. Let s talk! Jason Redmond, NMLS# Manager, Mortgage Loan Sales tel: cell: jason.redmond@kinecta.org Duane Reddington, NMLS# Manager, Mortgage Loan Sales tel: cell: duane.reddington@kinecta.org All loans are subject to credit approval. NMLS # Intended for mortgage professionals only and not for consumer use /16