Center for REALTOR® Development

Christine Hansen and I had such a great conversation that came out for our December episode, that we decided to continue it for you for a Bonus Episode! And at this point, we got to know each other a little bit better and you can hear us just talking so excitedly; we are so happy to be talking about this holiday topic, hospitality! We're having a conversation about, what does that look like? Hosting people with less stress. And being a good guest for the holidays, and beyond! Christine also gives us some great ideas for transferring these principles into your real estate business. We also talk about ways to have fun that are simple and intentional! Just as a recap, Christine Hansen is the Broker-Owner of Century 21 Hansen Realty in Fort Lauderdale, Florida. She's been an agent for many years and she's been very active in association leadership at the local, state, and national levels, recently on the leadership team for NAR. Christine is passionate about well-being in the lives of REALTORS®! I am thrilled to bring you this Bonus Episode with Christine Hansen. [3:01] To Christine, hospitality means you invite people to your home, or you're invited to someone's home. Christine and Monica talk about how to be a good host (and have an easy time hosting). [4:37] As a guest, if you're invited to bring something, find out what will work within the venue. If you bring something that doesn't go with the dinner, it's a gift. [5:53] If you are anxious about hosting dinner in your home, you can order and bring things in. [7:25] We put way too much on ourselves when it's really about friends getting together for laughs, to break bread, and create some amazing memories. [8:44] For years, Monica and her husband would serve everybody pizza that they made and a salad. Or they prepared a taco bar. It comes down to your comfort in serving a simple meal so you can have companionship. [9:52] Think about a theme. It makes it fun and it creates an expectation for the evening. [10:34] When you're a guest, if you say you're coming, don't cancel at the last minute. Your commitments matter. [11:20] Now after the pandemic, we're getting busy again. Monica stresses the importance of being with people and being present and the importance of community. [11:49] Monica has heard people say they don't want to plan something because no one will commit. Choose what you want to do and what's important to you, and do it. [12:36] There are so many things dividing people. When you can build community, by getting together, laughing, eating, and playing games together, it means so much. [16:14] When REALTORS® are with buyers and sellers, you are kind of hosting them. One of the things you can do to be the best host is to not overwhelm buyers and sellers with too many choices or decisions. Christine did a role-play with two of her agents. [17:23] Christine asked each agent in the roleplay how they felt. [26:34] Have confidence in yourself as a REALTOR® to let your clients know that you have the right to some time off. Don't spend hours of your vacation working on deals. Make it normal. Tell your customers, "I will be out of town this week and my co-worker, Susy, will be overseeing everything." [28:51] This is setting expectations. When we set good expectations and don't surprise people, it goes well. Don't "sneak" out of town and be unreachable to your customers without letting them know. [30:03] Christine used to hold massive parties. She loved looking around and seeing the house filled with joy and people talking with holiday cheer and spirit. That warmed her heart. Now, she holds smaller casual game nights. She sees people laughing and talking and she says, this is what life is about. [33:15] Christine's final word: "I wish everyone so much joy. Make each day count. Again, it's "the present," which means the gift. Each and every one of you is unique and you deserve to have the most amazing life. Tweetables: "As a host, … come up with some things that are easy for your guests to bring because they don't want to walk in the door empty-handed. And as a guest, if you're invited and they do ask you to bring something, … find out what's going to work within the venue." — Christine "If these are your friends and you're welcoming them into your home, they're going to love being in your space just the way it is." — Christine "We put way too much on ourselves when it's really about friends getting together for laughs, to break some bread, and create some amazing memories. So, be you and there's nothing wrong with ordering in from a restaurant and then plating it." — Christine "I cannot be in the kitchen cooking and having people there. I'm not a big cook. I need my concentration!" — Christine "Every single time I've ever felt like, 'Oh, man, I'm tired, I wish I hadn't said yes,' and I'd go, I've had the best time! … Remember that our life is made up of nice little times of memories and experiences, all lumped together. You want to be able to have those." — Christine "We project people's opinions on us more than we have to." — Christine "What are you doing [by telling your client that you're going on vacation]? Setting expectations. And when we set good expectations and don't surprise people, it goes well." — Monica "At times [in a party], I just make myself pause and I look around the table and I see people laughing or talking and I'm like, 'This is what life is about!'" — Christine Guest Links: Christine Hansen You Can Heal Your Life, Study course by Louise Hay Ron Phipps, 2011 NAR President Stand Up For Your Life, by Cheryl Richardson Dare To Lead podcast, by Brené Brown You Can Heal Your Life, by Louise Hay Episode 8 with Mark Given Episode 9 Episode 36 with Keith Davis Episode 63 with Brent Lancaster Episode 46 with Sean Carpenter Additional Links: Micro courses found at Learning.REALTOR. Use the coupon code PODCAST to obtain 15% off the price of any online class! Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Christine Hansen Bio:A REALTOR® for more than 30 years, Christine has been active in local, state, and national association leadership for many years. In 2018, she was the REALTOR® of the Year for what was, at the time, REALTORS® of the Palm Beaches and Greater Fort Lauderdale Association. 2018 Florida REALTORS® President. 2019 Florida REALTORS® — REALTOR® of the Year. 2019 NAR REALTOR® Party Director. 2020 NAR Vice President of Advocacy. 2021‒2022 on the NAR Executive Committee. She has been a NAR Director almost continuously since 2006. She has held numerous committee and task force posts with the REALTORS® of the Palm Beaches and Greater Fort Lauderdale Association, which is now Broward, Palm Beaches, and St. Lucie REALTORS®. She is the Broker-Owner of Century 21 Hansen Realty in Fort Lauderdale, Florida, a full-service 80-practitioner-strong real estate company. Her mother, Anita Hansen, was a REALTOR® and founded the Hansen company. Her daughter and son-in-law are also REALTORS® in Florida. She comes from the family business! Christine is a life coach and a trained mediator. She is also active in charitable activities, locally and nationwide. Licensed in 1987, obtaining Brokers license in 1989 2007 President of Great Fort Lauderdale REALTORS® 2009 NAR leadership team 2017 NAR Liaison of Member Communications 2018 Florida Realtor President 2019 Florida REALTORS® — REALTOR® of the Year 2019 NAR REALTOR® Party Director 2020 NAR Vice President of Advocacy 2021‒2022 NAR Executive Committee Designations & Certifications: CRB/CIPS/GRI/AHWD Licensed since 2007 to teach You Can Heal Your Life by Louise Hay Broker/Owner Century 21 Hansen Realty which was established in 1977 2nd tier Hall of Fame RPAC 2021 WCR Member since 2003 Christine Hansen Broker-Owner Century 21 Hansen Realty 3010 E. Commercial Blvd. Ft. Lauderdale, Fl 33308 Est. 1977 954-817-4881 call/text

As a REALTOR®, there's always more we can be doing in our job. When we aren't actively selling, we're working on marketing, getting new business, or planning our systems for improving our work with our clients. We will never be completely finished with our work; our to-do list. We are entering into a holiday season with a different, changing market after some challenging times. The change just continues to swirl around us, doesn't it? Are you taking care of yourself? It's a serious question that you should pause and consider. If you are not being intentional with your relationships, your stress level, and your plans to manage your business (instead of your business managing you), then I encourage you to have a listen to my conversation with Christine Hansen about taking care of yourself and managing your life better. Christine Hansen, a REALTOR® for more than 30 years, has been active in local, state, and national association leadership for many years. In 2018, she was the REALTOR® of the Year. Christine is also a life coach and a trained mediator. Let's hear how she has figured out some ways to take care of yourself in real estate! [6:10] Christine explains what wellness is. Wellness is about priorities and making sure that the first thing you prioritize is yourself. [7:06] Christine explains why wellness has become a hot topic. [9:44] Christine has always felt she wanted to help people to be the best version of who they are. Wellness is a journey, not a destination. [11:44] Because you are on a path, you may take some missteps. You can always evaluate if the path is right for you and make new choices to correct your path. It's believing in yourself and trusting that you are complete as you are. [12:56] A lot of our choices are based on pleasing others. We say yes to things because we don't want to let people down. We have to choose to prioritize ourselves. [15:12] Christine explains the effect of guilt and how it leads to self-sabotage. You take away things that could be victories for yourself and you add heartbreak. [16:56] It takes being intentional. Christine says to give yourself "intention time" every morning. Christine welcomes in the day by saying she is healthy, whole, and complete. Then she looks at the intention of her day. [18:28] Instead of labeling yourself a workaholic, say you get pleasure from doing things that you love. You are passionate about the things you get to do each day. Have a pre-set answer for when people ask you to do something. [21:39] If you want to do volunteer work, but the timing is off, answer with confidence, "Not now." Don't allow yourself to be spread too thin, it will lead to feelings of guilt and letting yourself and your family down. [25:01] Christine asked a leader in a leadership training course, "When do you get to be able to just breathe and be happy with where you are?" [26:33] Christine has noticed that REALTORS® living in the present, that are "taking stride," are better connectors. They're giving people an experience. Clients want to be around agents that are at peace, not hectic agents. [27:26] You need to do a self-check and make whatever shifts are necessary for you to live your best version of yourself. [27:53] Instead of thinking you "should" do something, consider that you could do something, or could choose not to do it. It gives you more focus and power. [29:41] Don't tell yourself that tomorrow you will do something if you already know you won't do it. Be careful with what you say to yourself. Own what you say. [33:11] Go back and think of things you were told or that you believe and ask, "Is this still true to me, today?" If not, reframe it to what is true to you. Reframe how you see yourself. [37:10] Let your feelings be the compass to direct you to make healthy choices. Disconnect. [43:29] The holiday season is rushed and busy, and then we crash into the winter months of January and February, that are often not busy for real estate agents. Christine says you want to pace yourself for the holidays. Don't try to do everything and be everywhere. [49:45] If you are feeling overwhelmed about decluttering, one quick and easy thing to do is declutter your car. Get all the stuff out of it and get it cleaned. It will make you feel better. Clean up your workspace, home office, or office in your brokerage; you want it to be a positive reflection of your intentions of being successful and enjoying your work. [50:50] Have a place set aside for meditation or special quiet moments and sit at peace as you transition from the holidays to the winter. What would some change create for you? Would it give you joy? [52:41] REALTORS®, you know what you have on your plate for the holidays with family expectations or travel. Prep things now to leave at the office to be mailed on certain dates, while you are traveling. When you are celebrating, you won't be worried about mailings but you can be present because you've prepped. [54:44] Please, please, please, stop watching the news. Don't wake up in the morning and put the news on. You won't have your spirit lifted up by negativity, sensationalism, and drama. [55:27] Christine suggests some wellness resources. [57:36] All of us need to have grace with ourselves, take it easy on ourselves, we need to be our best advocates. Tweetables: "[Wellness] is about making sure that the very first thing that you prioritize is yourself. And it's not being selfish and it's not negative. It is about taking care of who you are. Because … you cannot give what you do not have. And so you must give to yourself." — Christine "When did we stop living our lives in the way that we choose and start living our lives at the timing of everybody else? … We're basically accessible 24/7 without safeguarding the things that we need." — Christine "We need to give ourselves permission to be curious and courageous and … able to make mistakes without beating ourselves up … about it. … It's … having that belief in yourself and trusting that you are complete as you are. … That's where the journey starts." — Christine "When you focus on true wellness, it's about having a foundation of belief and trust within yourself; that you have the courage and the respect to be able to say, 'Thank you for asking, but no.' Or … to say, 'If I say yes to this, I'm letting myself down.'" — Christine "Often, we will say yes to good, and then we miss out on great." — Christine "When you have guilt, it always seeks some sort of punishment. And punishment always seeks some sort of pain. If you have guilt, you're setting a path of self-sabotage because you will somehow believe you deserve to either be disappointed or hurt." — Christine "Give your family the best of you, not the rest of you." — Past NAR President Ron Phipps, quoted by Christine "When you're feeling overwhelmed, I want you to take a breath and I want you to slow things down." — Christine "We 'should' ourselves to death. … I think we need to take 'should' out because 'should' is a guilt word." — Christine "We beat ourselves up way more than we ever let on. We need to give ourselves a break." — Christine "Stop lying to yourself. Make a deal that if you already know you're not going to do [something] don't say you're going to do it. Start to be careful with the thoughts you think and what you say to yourself. … Own the things that you say." — Christine Guest Links: Christine Hansen You Can Heal Your Life, Study course by Louise Hay Ron Phipps, 2011 NAR President Stand Up For Your Life, by Cheryl Richardson Dare To Lead podcast, by Brené Brown You Can Heal Your Life, by Louise Hay Episode 8 with Mark Given Episode 9 Episode 36 with Keith Davis Episode 63 with Brent Lancaster Episode 46 with Sean Carpenter Additional Links: Micro courses found at Learning.REALTOR. Use the coupon code PODCAST to obtain 15% off the price of any online class! Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Christine Hansen Bio: Licensed in 1987, obtaining my Brokers license in 1989 2007 President of Great Fort Lauderdale REALTORS® 2009 NAR leadership team 2017 NAR Liaison of Member Communications 2018 Florida Realtor President 2019 Florida REALTORS® — REALTOR® of the Year 2019 NAR REALTOR® Party Director 2020 NAR Vice President of Advocacy 2021‒2022 NAR Executive Committee Designations & Certifications: CRB/CIPS/GRI/AHWD Licensed since 2007 to teach You Can Heal Your Life by Louise Hay Broker/Owner Century 21 Hansen Realty which was established in 1977 2nd tier Hall of Fame RPAC 2021 WCR Member since 2003 Christine Hansen Broker-Owner Century 21 Hansen Realty 3010 E. Commercial Blvd. Ft. Lauderdale, Fl 33308 Est. 1977 954-817-4881 call/text

Today, Antoine Dupont and I get practical with YouTube marketing and a few video tips, as well. Antoine teaches what he does. Learn how to create videos that create value and produce leads with people who already trust you because of your video presence. It's a great conversation. Antoine Dupont is a keynote speaker and marketing consultant and strategist specializing in digital marketing. He's an in-demand consultant for discovering the strategies that work. Let's hear those strategies that will work and consider why we aren't doing them already. [6:28] Antoine talks about the three things you should be doing to promote yourself and to stand out in this content-saturated world. [6:52] Antoine has traveled three times around the earth this year alone. He spends a lot of time on planes. He pays attention to what people are doing on their phones. [8:05] Inside the airport, people are watching videos because they have Wi-Fi. On the plane, they often play video games, without Wi-Fi. If we are on our phones consuming content, so are our clients. Videos work and they will generate leads. The purpose of video for agents is pure lead generation. [9:11] Creating video is the best way for an agent to get organic attention on themselves. If an agent cannot afford to pay for high SEO, being on YouTube is totally within the agent's control and it can trump all the rest of the ways that you get organic attention. [11:28] Antoine's strategy is thinking about what it is that people want, like, and need. [12:14] Antoine does a lot of research to answer those three questions. [13:41] Antoine says to make notes of what you see in the first ten results. [15:56] Another great tool for real estate agents is answerthepublic.com. [18:40] Agents sometimes make a mistake with video, trying to leverage YouTube as a lead generator. Your first objective should be to provide value. [19:37] People are looking for tips, hacks, and secrets on how to find the best home for themselves, and how to know if this home is better than that home. Answer those questions. [20:08] Antoine generates so many leads through his channel that come to him, without him selling anything. [21:02] Antoine shares what his approach would be if he suddenly decided to become a real estate agent in Nashville, Tennessee without knowing anything about Nashville. [21:50] Antoine would start creating content, starting with, "One of the issues that people have with buying homes here is X, Y, and Z. [22:19] Over time, with Antoine doing video, after video, after video, people are going to say this guy knows his stuff, this guy's an expert. [22:54] Monica elaborates on Antoine's comments about building a business in a new area. [24:11] The reasons many agents don't follow these steps are that they are too busy, they don't know how, or they don't like the way they look or sound. [27:38] Even well-loved speakers can be uneasy about how they look and sound. Keep pushing forward anyway and create video content. [29:26] Monica shares how she created a six-video series this week for her daughter on the steps to buying a home and converting it to an Airbnb or a rental property. [30:30] Going onto all the platforms is not ideal for most agents. You can be mediocre on every platform or you can be an expert on one platform. Each platform requires separate expertise. Choose the platform that you're most comfortable with. [31:52] Each platform requires its own expertise. Antoine explains why he doesn't do Instagram. He recommends that real estate agents pick YouTube, and become experts at it. [34:00] Monica and Antoine discuss video creation. [39:15] The thumbnail is the picture people will see when they scroll by your video on their phone or desktop. It is the image people click to watch your video. [41:38] For YouTube, make a thumbnail that will make the people in your audience want to click on your video. Go to a freelancer to make amazing thumbnails for your videos. [42:48] Draw a shot plan. You can use a screen from a scene in your video for the thumbnail but you want to make it an appealing graphic so people will want to watch it. [46:53] The thumbnails should be consistent with the tone of the videos. They need to match your personality in the videos. Don't be something you're not. [47:52] Customize how you produce your video for that market. How your audience resonates with you is very important. [52:11] Monica suggests resources for more information and education. Tweetables: "I want to remind you that we have all of these back episodes and they're always there if you need that specific piece of information." — Monica "The three things you should be doing to promote yourself and to stand out in this content-saturated world are, 1.) Video, 2.) Video, and 3.) Video." — Antoine "Whether it's on Instagram, on TikTok, on Facebook, or on YouTube, the only difference is the way they're holding their phone. So if they're watching Instagram or TikTok, it's upright. If it's sideways, then it's YouTube." — Antoine "One of the things that are helpful for agents to understand is creating video is, if not the only, certainly the best way for them to get organic attention on themselves." — Monica "Think about it for a second, what Google wants me to do; is it that Google wants me to come only one time and never come back, or does it want me to come over and over? So it's going to try to give me the best possible answer they can find for me." — Antoine "It doesn't matter what Colleen — my wife — and I think about it. None of our opinions matter. What matters is what YouTube and Google and AnswerThePublic are telling us." — Antoine "The fastest growing demographic on YouTube is 45 to 65, which are people with a checkbook." — Antoine "People are trying to leverage YouTube as a lead gen and it is a strategic mistake. Your first objective should be to provide value. First and foremost, provide value. Forget about lead gen. Lead gen is going to be a result of you providing value." — Antoine "We're generating so many leads for us through our channel and we hardly ever ask for anything. It comes to us. And the reason why it comes to us is that we provided so much value in the forefront that people come to us as, … 'Can you help us find a guide in Paris?'" — Antoine "Look — just get out there. Write a script. Get some ideas of content to create and start shooting. And that's really it. The thing that's in your way is that you're not starting." — Antoine "In order for me to execute Instagram properly, I need to have a strategy and I need to have the resources to execute that strategy properly. And currently, I don't. … Pick a platform and become great at it. … I would recommend for a real estate agent, pick YouTube and do YouTube." — Antoine "I know it's daunting, I know it's overwhelming, but this is what your audience out there wants to consume. It's video. So better get started now!." — Antoine "Let's do it! That's what they want. Let's provide it. Let's bring the future to right now!" — Monica Guest Links: Antoine Dupont Antoinedupont.com AnswerThePublic.com Airbnb Upwork Fiverr Netflix YouTube Studio Additional Links: Micro courses found at Learning.REALTOR. Use the coupon code PODCAST to obtain 15% off the price of any online class! Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: Antoine Dupont is a keynote speaker, marketing consultant and a strategist specializing in digital marketing. He's an award-winning marketing agency owner and a speaker at national and international conferences. He combines 18 years in marketing with 15 years in the hospitality industry. His first job out of college was working for Gordon Ramsey in London at Le Gavroche. Antoine travels the world, sharing his strategy and methodology with marketers and business owners. Real estate is only one of the industries he contributes to. His goal is to improve lead generation and business growth via his proven marketing strategies.

October is part of National Hispanic Heritage Month! Gonzalo and I are excited today to have this conversation that needs to be discussed, but not everybody knows how to talk about it. On this podcast, we talk about a lot of things real-estate-centric and I'm so excited about what has come out in the last few years of having conversations about different people groups in America. Today we're going to talk with Gonzalo about the group that we refer to as Latinx. There are different terms and we'll dig into what they mean with Gonzalo. [1:04] Monica presents the topic. [6:04] Gonzalo explains neither Hispanic nor Latino is a race. It is a culture and ethnicity, not a race. [7:02] Hispanic is a term used by the government. Hispanic is somebody who descends from a country or culture where Spanish is the main language. [8:53] What matters is how the person identifies, as Latinx, or Hispanic. People often identify as Latinx. People talk about Latin culture, not Hispanic culture. [10:31] It is important never to label somebody else; let them label themselves. [11:05] Latinx is new. The intention of Latinx is to make it non-gender-specific. [16:23] National origin can be a tricky topic for Hispanics. It is a point of pride. Never assume where somebody is from. [20:12] Also, national origin is a protected class, so be very careful asking people where they are from. [22:11] Highlight things that you have in common instead of things you don't have in common. Always consider how the receiver of the question would feel about the question. "Tell me more" is a neutral question. [26:21] Whether a person is first-generation or has been here for generations makes a difference to them. It's important not to make assumptions about people based on their appearance. [28:28] A mistake real estate agents make is asking the client if they would like an agent who speaks Spanish. That is the customer's choice to request, not the agent's choice. [32:00] An agent who is having communication issues with a customer should look for a remedy. [33:15] The most important part is understanding the customer's needs. Language isn't the top priority. The decision-making should be similar to any other customer call. Gonzalo explains a non-discriminatory approach. [35:16] There have been conversations going on about race in the United States for several years. Race is an unspoken important element in our culture and our lives. [41:17] In most Latin American countries, home ownership is not as accessible as it is here in the States. [42:44] Many people come to the States and don't realize the opportunities they have for homeownership. Education about opportunities is important. In the U.S., you have to borrow money first before you qualify for a mortgage, which will take education in the Latinx communities. [44:12] Gonzalo talks of high-context and low-context cultures. In the U.S., we tend to be very transactional, especially around real estate transactions. In Latin culture, people like to be friends and want to feel connected. [45:35] Communication is important. In conversation, they don't go into business right away. Friendly small talk comes first. A Latinx customer may feel mistreated by a U.S. agent's directness. [48:22] We are all humans and we all care about our customers. Be sure that you show that care. [50:48] Gonzalo has made greater connections with his customers. He feels he had become more sensitive to the customer's cultural needs. [51:32] Throughout Gonzalo's career, he has had customers around the world. He likes going and meeting customers in other countries and it's such a good experience. [53:54] Multi-generational housing is common in Latin culture. It has to do with access to homeownership. [58:29] It is important to remember the diversity of the Latinx community. There are different cultures in each country. [1:00:50] Monica invites you to expand and start getting to know your Latinx neighbors. [1:02:01] Gonzalo recommends biographies in general for learning about people from different cultures. [1:03:34] Monica thanks Gonzalo for sharing and being such a needed voice in our industry. Monica invites you to look at additional resources to continue this important conversation. Tweetables: "We are in the middle of National Hispanic Heritage Month and we at NAR are thrilled to share this conversation with you." — Monica "What's going on at the border is such a small part of this conversation and it's dominating the conversation." — Gonzalo "Neither Hispanic nor Latino is a race, meaning that Hispanics or Latinos come in all shapes and colors. Many people tell me, 'Oh, you look Latino,' when really Latinos look so different [from each other]." — Monica "We don't say, 'I'm a Hispanic,' we say, 'I'm a Latino.' … We talk about the Latin culture. We don't talk about the Hispanic culture." — Gonzalo "Sometimes that's a challenge when you deal with people from a culture that you are not familiar with. You tend to say or ask questions that you didn't think through if it was right or not." — Gonzalo "Don't ask a question if you don't really care about it." — Gonzalo "When I go to another country and people laugh at me, I laugh with them. I try not to take myself too seriously. I'd rather throw it out there and try and have them laugh. I'm OK with that." — Monica "The Hispanic/Latino community is so large, that doesn't mean everybody has to get along and they're all the same." — Gonzalo "In most Latin American countries, home ownership is not as accessible like it is here in the States." — Gonzalo "In America, sometimes, it's even the opposite. It's like, 'Oh, don't do business with your friends, then you're going to deteriorate your friendship relationship." — Monica "Even though I grew up in the South, I continually have to remind myself and train myself just to slow down." — Monica "A lot of my … U.S. customers have created greater connections with me because I have treated them with that kind of extra care that I showed to my international customers that they felt like I offered something different that other agents weren't offering." — Gonzalo "The future is customer care and customer service because if a computer can do it, a computer will. So be a better human." — Monica "The diversity … is so important. [There are] different cultures, even inside each one of our countries. … We are not all the same in any way, shape, or form. We come from so many different places. The geography … is also very diverse. Never make assumptions!" — Gonzalo "As the world becomes more computerized, we need to keep our focus on being exceptional humans. Take one of these NAR Diversity classes to expand your understanding of people who are different from you. … We can all use a bit more understanding and compassion." — Monica Guest Links: Garcia Mejia https://gonzalom.watsonrealtycorp.com/ Additional Links: Micro courses found at Learning.REALTOR. Use the coupon code PODCAST to obtain 15% off the price of any online class! Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: Gonzalo Mejia is an 18-year veteran of the real estate industry. He has been an agent, broker associate, managing broker, and now team leader of the Dream Home Team in Jacksonville, FL where they are one of the top producing teams in their market. One of their specialties is global business, and they work with customers from all over the world. Gonzalo has a background in financial controlling and used to work for multinational companies in the USA and South America. With over 25 years of experience as a leader, instructor, and speaker, Gonzalo is a licensed real estate instructor in Florida and an approved instructor for REBAC, RRC, REBI, and Florida REALTORS®. He has been a featured speaker at several national and international events. HBO — The Latin Explosion Monica Neubauer www.nar.realtor/nar-en-espanol NAHREP.org Fairhaven.REALTOR®

Did you know that September is Safety Month at NAR? This month, we are talking with Tracey Hawkins about being intentional regarding safety in the general course of business. REALTORS® can be at risk when meeting strangers at empty houses, or meeting sellers at their houses alone. It is key to be prepared and use proactive solutions. Even though the likelihood of something happening may be small, the fact is the risk does exist. Our guest will inform you of these risks and will share some information that may surprise you, including stories of crimes against agents. You may not realize who the majority of the victims are. In this episode, you will find out and will learn so much more. This episode shares crucial information to keep you safe on the job. Disclaimer: Some topics discussed in this episode may not be suitable for children. [2:23] Monica introduces Tracey Hawkins and shares her biography. [3:20] Monica welcomes Tracey to The Center for Realtor® Development Podcast to talk about safety and security. [4:17] Tracey says that we're more aware of incidents with REALTORS® thanks to social media and more reporting. Incidents have always happened and continue to happen. Tracey talks about these crimes on social media. There are many forums where real estate agents talk about these crimes, so we're just more aware of them. [5:18] The most important part of Tracey's message is "Let's prevent these crimes," using lessons learned. Tracey talked at the 2021 NAR Conference about lessons learned. She looks at the crimes against real estate agents, and without blaming the victim, let's learn from what happened in those crimes and let's pledge to do better. [5:53] In the last two-and-a-half years, there has been a focus on male agents being victimized and the question is, why? In 2017 for REALTOR® Magazine, Tracey wrote an article about crimes against male agents. It was the most-read article of the year. She rewrote the article for RIS Media. In the last while, in almost every crime against REALTORS®, a male agent has been the target. [6:43] Most recently, a male agent was murdered by his 85-year-old client. The agent had only communicated with the client online. It seems the client had bought the home after only seeing it virtually. After he closed on the house and moved in, he decided he didn't want it and wanted to "return" it. When the agent met the client at the home, the client shot and killed him and then shot and killed himself. [7:55] Tracey talked to an agent who knew the situation. The agent's opinion is that the solution is that no one should be able to close on a house without seeing it in real life. But in the pandemic, that was not realistic. Many homes have been sold virtually without any problems. This was a case of a disturbed person. We can prepare but we can't prevent everything. [9:30] Tracey shares a story from California. A brother and sister had inherited a property. The sister wanted to sell it but the brother didn't. Two real estate agents and a home inspector met them both at the property. The brother pulled out a gun and shot the two agents and the home inspector. The agents were wounded and the home inspector died. [9:57] Tracey has always recommended agents follow the CITO (Come Into The Office) protocol for the first meeting. Failing that, the first meeting should be virtual, on Facetime, or similar. The pandemic made agents more apt to use virtual meetings. During the virtual meeting, you can gauge the disposition of the client, such as if there is a conflict between the sellers. [11:06] Tracey suggests being more productive during a virtual meeting. Share your screen and show a few properties virtually. You can rule out properties without driving to them. [12:34] The stories Tracey shared were not random strangers showing up. They were a client and potential clients. This opens up awareness beyond what we have been taught. Tracey has talked to thousands of agents and is active on social media. She has conversations with agents who think they have nothing to worry about. Criminals have cars; there's no such thing as a safe neighborhood. [13:45] In the "nicer" neighborhoods, where you think you're safe, that's where criminals assume that the rich agents are. Tracey shares a recent story from Las Vegas of an assault against a female agent in a model home in broad daylight. It can happen anywhere, anytime. Always be alert and aware. [14:27] Tracey's job is somewhat challenging. She works hard to get the message out to male agents. You may not think you need to hear what she has to say but it could save your life or save them some trouble. [14:54] Monica returns to the idea of showing properties virtually, especially for clients who cannot conveniently come into the office. It's a great first step for safety and also for having a conversation about where the client wants to live and what kind of house they want. Before getting in a car and driving around, the agent will get a better vibe of what the client wants. It builds the relationship. [16:03] Burglaries also happen. An agent in Tennessee was opening the door for clients. A gunman approached and said, "Run for your life!" The agent trusted his gut, threw his keys, and ran. He was not shot. The gunman stole the car, which was later recovered by police tracking his iPad still in the car. [17:05] In Florida, a male real estate agent was in front of a listing and a gunman approached and abducted the agent. They drove to two ATMs where the gunman stole $500 at each ATM and then shot and killed the agent. Be aware, be alert, and know that it can happen. The male agents always tell Tracey how big they are, but they can be victimized, too. [18:59] Tracey teaches agents to lead with safety and be the agent who is constantly talking about safety. When a caller asks you to come to their property, inform them that company procedure requires you to check them out and get some background information before you visit a property. That's for everyone's benefit. [20:06] Don't assume that the person in the house is fine because they own a house. It might even be someone who has "jacked" the listing and is pretending to be the owner. [20:34] Forewarn® for Real Estate is an app for REALTORS® that does a basic background check in a few minutes. Tracey has interviewed them for a couple of her articles. If some of the agent victims had used Forewarn®, they might never have met their assailants. Forewarn® reports on criminal convictions, but many criminals have not been caught. So Forewarn® is a layer in your safety process. [21:28] The U.S. Department of Labor considers real estate sales and leasing a high-risk, hazardous occupation. You meet strangers in empty houses. Build safety into your business. Let clients know safety requires you to check them out before going to meet them. Let clients know they have to get valuables, guns, envelopes, and prescriptions out of sight in an open house. Be the safety agent for your clients. [23:17] The agent must say out loud to the seller, that the agent cannot be responsible for belongings in the house. The agent can make a waiver for the seller to sign. Provide a checklist of things for the seller to lock away or hide to keep them safe. Tell the seller, no one should know who lives in this house. Take down family photos. You will represent safety to that seller and stand out from other agents. [26:50] If the house is empty, you can offer to go by and check that it is locked and secure. But you may be taking on liability with this offer. [28:40] Monica asks Tracey about these practices: Before going to meet someone at a house, on the phone get their full name, phone number, email address, their REALTOR® if they have one, and who is coming with them to the showing. Also, tell them you will be checking their driver's license outside the house. If unexpected extra people show up, you have a chance to find listen to your gut feeling. [30:58] Tracey loves that Monica is listening to her gut feeling, instinct, intuition, or whatever you want to call it. All agents need to do that. If your gut is telling you you're not safe, believe it and get out of the situation. If you do not have the first meeting in your office, meet at a coffee shop where you are known, where if something happens, it will be noticed. Or borrow vendor meeting rooms in different parts of town. [33:59] Tracey's sister, an agent for 34 years, only meets new people at her office. You meet a professional at their office. Wherever you meet, let the client know you have a safety plan that includes knowing whom you are meeting and that you will need some information. Be consistent for one and all, so you don't get into trouble with fair housing discrimination. Make it your everyday safety practice. [35:40] When you rented a movie at Blockbuster, you showed your ID. Of course, it is reasonable to show an ID to make the largest financial transaction of your life. A legitimate client will accept safety practices. It needs to be a part of your safety plan and it needs to be consistent. [36:20] Tracey's tools for safety include smartphones and smartwatches. You can call for help or show your location from your watch. Set up the safety settings of your smartwatch and smartphone. Google Maps has a free location-sharing feature. Every agent needs to use it. Google Calendar can be shared with your office for your work appointments. Google View can show a street view of where you are. [38:30] Someone should always know where you are. But, whenever there is Bluetooth or Wi-Fi connectivity, your information is being shared, so be on alert. You might be playing golf, but somebody knows where you are. [39:55] Tracey's suggestions about carrying weapons. The number one defensive weapon agents use is pepper spray. Next are firearms, and then knives. Know the difference between tear gas, Mace, and pepper spray. Mace is a brand name. You want pepper spray. Look for OC (Oleoresin Capsicum) on the label. The spray has an expiration date. Test it. Know how it's going to spray when you need it. [41:17] Any safety tool, whether it's your phone, or whether it's a gun, or your pepper spray, needs to be accessible. In some cases you want it to be visible, like pepper spray, as a deterrent. Practice and test the pepper spray every six months. [42:24] Tracey sells pepper spray to agents. She tells them to take it outside and practice with it, become familiar with it, and test it every six months. [43:04] Some agents tell Tracey their husband wants them to have a gun but they are afraid of it. If you are afraid of a gun, you're not going to carry it. If you are not comfortable using it, it is more likely to be taken from you and used against you. If you are comfortable with a gun, take care of the legalities first. NAR does not have a policy on guns. They refer you to your regional or local association. [43:57] If you get the clearance of your local board or association, talk to your company and find out if they have restrictions on carrying a firearm. Then, don't just get a license and call it a day. Enroll in firearm safety classes and be there regularly. Practice regularly so it becomes muscle memory and when it becomes time to use it, you are confident. Tracey shares a Colorado story where an agent had to shoot. [45:18] If you are going to take martial arts or self-defense classes, you need to be committed. You need to do it. Tracey shares a Virginia story where an agent was hit 10 to 12 times in the head area with a wrench. She was a black belt. She put up a fight. She survived, with a long road to recovery. Enroll in self-defense classes, take more than one class, and take them regularly. Get muscle memory. [45:59] All of these things are layers in your safety plan. First, be proactive. Then have weapons of pepper spray or firearms. Take self-defense classes. Tracey wishes proactive safety education was mandated. Monica believes proactive safety education is working for some of us and shares a story of an alert agent who protected herself from a potential assault from someone lurking around an open house. [47:54] Tracey says that 71% of REALTORS® surveyed have not taken a safety class. Tracey wants to change that. Meanwhile, she tells agents to rely on their gut, but also not to judge a book by its cover. Look at photos of Sam Walton and Ted Bundy. You would not know from looks which was the richest man in the world and which was a serial killer. Look at behavior. Judging wrongly could cost you your life. [50:30] Monica recommends a book, Verbal Judo, and asks for Tracey's recommendations on de-escalation. Tracey tells of an agent who showed up for a listing appointment and walked into a sibling dispute. She said she would go back to her car and when they reached a decision they could come out and invite her back in. Tracey also suggests a fake phone call to retreat from an uncomfortable situation. [52:29] Having an implied witness to whatever may happen is helpful. Tracey has group discussions and role-plays in her classes. Agents learn from each other when they hear the different stories and the techniques others have used. Role-playing prepares you for situations that might take you off-guard when it's hard to think on your feet. [53:54] Safety education needs to be a part of new agent orientation. New agents have no clue what they don't even know. [54:54] Tracey's last words for the episode: Agents are interested in putting video content on social media. Use those platforms to talk about safety! Be the safety agent for your area. Post safety tips. Be a resource. Provide safety content for people to copy instead of sending out the same email every other agent is sending. Lead with safety. Use expert-created content that Tracey and others have curated. [56:25] Monica thanks Tracey for caring about us and sharing this important safety information. [58:14] Monica invites the listener to listen to Donny Allen's episode on safety, Episode 44. He discusses different things than Tracey discussed. Monica invites you to share Tracey's episode with your friends to help them be safer in these crazy times. [58:52] Check out the new Center for REALTOR® Development website at Learning.REALTOR. Tweetables: "I live and breathe real estate safety." — Tracey "I think one of the reasons there are not more [crimes against REALTORS®] is the proactive preparation that agents are making." — Monica "There are things that we can do but we can't prevent everything." — Tracey "Use that virtual opportunity to be more productive. … Take that time in your first meeting to share your screen and show a few properties and you can rule out properties that just are not a fit, right there virtually, so you're more productive and you're working safely. So the two go together." — Tracey "My job, without inducing fear, is to let agents know that it happens everywhere. It happens at all times. And if one more person says anything to me about 'I only go to good neighborhoods,' I'm going to scream!" — Tracey "Ask the police about 'good neighborhoods' and how many times they go there for domestic violence!" — Monica "The nicer neighborhoods, … that's where the good stuff is and that's where criminals assume that the rich agents are. So when I look back at crimes against real estate agents, I see them happening in model homes. … It can happen anywhere, anytime. You need to always be alert and aware." — Tracey "My job is always challenging. People don't think they need to hear what I have to say when what I have to say could save their lives." — Tracey "When you hear that the U.S. Department of Labor considers real estate sales and leasing a high-risk, hazardous occupation, then that makes you pay attention. You make a living sitting in empty houses waiting for strangers to walk in. You make a living meeting strangers in empty houses." — Tracey "Someone should always know where you are when you are working, no ifs ands or buts about it. That means open houses." — Tracey "Any safety tool, whether it's your phone, or whether it's a gun, or your pepper spray, needs to be accessible. In some cases you want it to be visible, like the pepper spray as a deterrent." — Tracey "Enroll in [firearm safety] classes and be there on a regular basis so that it becomes muscle memory; when it's time to use it, you are confident." — Tracey "If you are going to take a martial arts or self-defense class, you need to be committed. You need to do it." — Tracey "That's one of the things about proactive education, that when people are applying it, we don't know what we've thwarted. So, we have to just believe that it's working even though we don't know it and that's the good news is we believe that it's working for some of us." — Monica "It easy to put [safety] off. Until it isn't. We don't want any of you to be a statistic. So if you don't have a policy already, I would encourage you to set it this week. Put that on your goal list. And attend a class this month." — Monica Guest Links: Tracey, the Safety Lady — Tracey Hawkins www.safetyandsecuritysource.com/about www.nar.realtor/safety Verbal Judo: The Gentle Art of Persuasion, by George J. Thompson and Jerry B. Jenkins realtor.libsyn.com/44-safety-tips-for-realtors-with-donny-allen Forewarn for Real Estate Additional Links: Micro courses found at Learning.REALTOR Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: "Tracey, the Safety Lady" Hawkins is a former real estate agent who has taught thousands of agents across the country to live and work safely for over 27 years. Hawkins is the real estate safety writer for The Close and a safety expert and contributing writer for the National Association of REALTORS® REALTOR® Magazine, MNNews, realtor.org, contributing writer for the National Association of Residential Property Managers/NARPM, Houston REALTOR® Magazine, and RIS Media. Tracey, the Safety Lady" was selected to speak at the National Association of REALTORS® national conference in 2021 and 2022! Tracey has also presented at the Triple Play REALTOR® Convention and EXPO. She has been recently selected as a 2022 RISMedia Newsmaker in the Crusader category. She was selected to speak nationally for the National Association of Residential Proper Managers (NARPM) and realtor.com in 2021. She has created the country's only real estate agent safety designation, the Consumer Safety and Security Specialist (CSSS). She also created the only broker, manager, and owner office safety policy certification workshop with an office safety policy handbook and the property management safety certification program.

In this episode, Leigh Brown asks if you believe we are in a new market shift in real estate. You will be able to get some great insights and suggestions from Leigh as she is one of the most well-known speakers and thought leaders in the real estate industry. She has been selling real estate for several years and is the founder of One Community Real Estate® in Concord, NC. She has written three books, hosts two podcasts, and speaks all over the country. Leigh and Monica discuss the information REALTORS® can get from their MLS, their Chamber of Commerce, as well as the news, in order to inform their clients of the most up to date information. They also discuss the importance of networking, and using data to help make decisions. Leigh insists that REALTORS® need to keep current on changing conditions and educate their buyers and sellers with the most relevant information in order to navigate this market shift. [2:35] Monica welcomes Leigh Thomas Brown to The Center for Real Estate Development Podcast to talk about The Shift. Leigh compares the shift in real estate now with the shift in '07. [5:23] You have to figure out the new conditions in a shift. In March of 2020, a house that earlier would have sold in minutes was sold in seven days. Now it takes longer. The busiest REALTORS® see the changes in the marketplace first. Once you see them, you need to educate sellers and buyers or you will get behind the REALTORS® who will figure out the shift and leapfrog you. [7:16] In the big recession in 2007, REALTORS® didn't see the shift, didn't get educated quickly enough, and didn't adapt their expectations quickly enough. If you're not dialed in, you can hurt people. [8:11] Monica watches her local group's Facebook pages to stay current with local market conditions. It's also great to see local REALTORS® supporting newer REALTORS®with their experience. [10:43] Going to in-person events allows you to build relationships that will last through your career. Take classes to network with long-time mega-listing agents. There is no better resource for an early-career REALTOR® than a long-time agent who has been through a shift. They know how to conduct themselves when the phones stop ringing and everything seems to be coming apart. [12:46] Leigh tells how she acted in 2007 when her phone stopped ringing. Going to events would have helped her. An experienced agent would have reassured her that houses will still be bought and sold. [13:56] Leigh defines a shift as market conditions that cause people to behave differently in real estate. She notes several market conditions that have happened together. An agent can see a shift first by keeping track of Days on Market and price reductions on MLS. [17:04] Leigh lists some of the conditions defining the current shift, showing how complex the real estate market is. Being a real estate professional doesn't mean being a financial/business expert but you need to be aware of what's happening. It helps you talk to your clients who are also reading the news. Real estate is a financial tool as well as a living and home tool. [17:50] Monica refers to Episode 70, featuring Josh Cadillac, about the different areas that affect the real estate market and how to talk to clients about them. [19:43] Leigh tells how an agent in her office used statistics from MLS. MLS is much more than bedrooms, bathrooms, and prices. Put the best information possible into the MLS so every agent has the information for their clients to create a match. Check out the History button on every comp property. Print it out and attach it to the comp. Highlight all the times it has changed price. [23:55] Let people know markets are fluid in a shift. Also, every house is a combination of condition and price. Look at Feedback on the listing to see more about the house. [26:02] Call your MLS and ask the data person to do training at your brokerage. Learn how to use the Statistical Analysis Module (SAM) to look at the month-over-month of ZIP Codes or neighborhoods to come up with an accurate market value price. You will be the most educated REALTOR® at the table. Most listings occur at the end of the month. Things change every day. [30:01] The future is coming at us quickly. Dig into the data now. Take classes at your MLS or have them come to your brokerage. Learn it now. Only REALTORS® can dig in and analyze the last six weeks of data. The three-month data doesn't matter. Monica shares an anecdote about how they first saw this shift. Using the data is a skill all agents need to have right now. Train your client with the data. [32:30] Look at the NAR profile of home buyers and sellers. Clients want greater transparency. They wish we told the story better. When you're discovering all the data points, explain what they mean to your client. You will have a client that understands where you're coming from. [33:32] Train your clients to understand the data. They will receive it, own it, and make informed decisions about what to do. This is what Monica calls proactive real estate work If you will set up the systems and do the work proactively, then you won't have a problem later. Leigh reminds us that everything we do has to center on the best outcome for the client and it's up to the client to determine the best outcome. [34:39] One of the top complaints to any state Real Estate Commission is "My REALTOR® made me…" When clients understand the decision they are making, they will not feel pressured to make a bad decision. Give them as much information as possible in writing so they can decide. This also protects you from going against Commission guidelines. The client wants to trust you to act in their interest. [37:18] Leigh shares some best practices. Human behavior, when something doesn't feel right, is to pull back and stop. Agents don't have that luxury. Right now in our marketplace, there are people who need to sell. If we do not effectively tell them how to get out of the market, then we are hurting them. Learn the language of short sales and foreclosures. Leigh explains why. [39:55] Prospecting is not about you. Leigh's father taught her that if you take care of people the right way, money will find you. That's what REALTORS® must remember, going into a market change. Stop thinking about money; think about somebody else's best interest and the money will find you. Pick up the phone and call your contacts to say, "Hi! If you need something, I've got you." You don't need a script. [44:01] If this time has afforded you a pause and you need to take a month if you have money in the bank and you're OK, then take a break. REALTORS® have worked seven days a week since COVID-19 started. You have to be a businessperson when it comes to your time. That includes putting up guardrails. If you're not rested, you're not capable. Find your balance between work and rest. [47:45] Real estate is not going to stop being wildly competitive. Every pre-licensing school is full. If you want to maintain or grow, you have to make specific business choices. [48:30] Leigh explains how to talk to buyers in a shift. Buyers have a built-in need to win. They've been getting beat up. You have to explain to the buyer that sellers and even banks are not accepting 20%-off offers. They have to get their equity. Banks also sell in bulk deals that exclude individual buyers. Don't wait for a repo.[51:54] Inflation is not over; the monthly payment is lower now than it will be later! Tell buyers to focus on the monthly. The buyer needs to get a pre-approval letter updated for every property they look at. Talk to your buyers about PITI-plus. The "plus" is a buffer for inflation for fuel and food. Talk to your buyers about how they can stay in that house. Your job is to help people think logically about an emotional transaction. [53:41] You should know how long people stay in their houses, on average, in your ZIP Code. Ask your local Chamber of Commerce. Be the person who has the data for your clients. With the right data, people can buy houses. [54:36] If your client insists on making offers at 30% off, refer them to a REALTOR® who is willing to do that; which is why you show up at networking events, to build a stable of amazing REALTORS® who have different business models and mindsets so that, at the end of the day, the client is best served by the REALTOR® who fits what they're looking for. [55:04] Leigh's final word is, Do the work; pay attention to the information, take the classes, train your clients, train your sellers, and keep moving. Without REALTORS®, home ownership dies; the American Dream dies; REALTORS® are the ones doing the work in the field, every day, giving some neighbor the hope that they can buy their first house. [55:48] Monica thanks Leigh Brown for joining the Center for REALTOR® Development podcast! [55:56] Leigh shares three takeaways from this episode: Get education in person, to network. Build your knowledge of statistics and how to use MLS data. Call and care about your clients![56:23] The Center for REALTOR® Development has migrated all of its educational tools to one website: Learning.REALTOR. Contact your local association to see what's happening in your area! Tweetables: "We have been through some changes in all of these years and so, when they say The Shift, I'm like, 'Well, all right, let's see where this new road's going. You know, not a big deal, maybe I'm even glad!' But a lot of our listeners, as crazy as their lives have been, they're not necessarily excited about this!" — Monica "That was what I felt like on March 13th of 2020. Of course, the COVID-19 lockdown started on Friday the freaking 13th. The phones stopped ringing for a minute and then they started ringing and it was, 'What do we do?!'" — Leigh "I got you, baby! I know what to do when the market goes stupid and sideways because I've been through this and frankly I would rather not think about how many years it's been since the shift last time, in '07!" — Leigh "The managing of expectations is the hardest thing for REALTORS® to adapt to because we see it first. The busiest REALTORS® see it first." — Leigh "It's one of the under-sung beauties of REALTOR® world is that there is an actual desire to work together; not collusion,… but from a knowledge, information, expertise, and competence standpoint." — Leigh "If you're an early-career REALTOR®, there's no better resource than somebody who has been through this. … They know how to conduct themselves. They know how to maintain a sense of calm and confidence when everything … looks like it's just coming apart at the seams." — Leigh "There's a new problem. I'm going to define it and I'm going to help my clients get where they want to go. 100%!" — Monica "[A shift is] anything in the external market that causes people to behave differently in real estate." — Leigh "When you call your MLS, that data person will come to your brokerage and do a training session and show you inside scoops and they love it." — Leigh "Because markets are fluid, all you have is your data. So if you take in that month-over-month view of the ZIP Code, you're going to be the most educated REALTOR®at the table." — Leigh "When everything goes smoothly, it's not because it just went smoothly, it's because you prepared well and everybody joined in the journey together." — Monica "Everything we do has to center on the best outcome for the client." — Leigh "Be curious. Ask better questions. What's their need?" — Monica "Care about your people. Genuinely care about your clients, your friends, and the business will come." — Leigh "Until interest rates are higher than the rate of inflation, we're not at the end of the pain for buyers. You've got to tell your buyers, right now is still a good time to buy! It's not going to get easier! It's cheaper, monthly-payment-wise than it will be later! … Focus on the monthly." — Leigh "Go back to that [average stay in houses] data and MLS may not have it but your Chamber of Commerce will. … So you know that number, you know the interest rate, you've got your lender on speed-dial, and you're focused on PITI-plus, people can buy houses." — Leigh Guest Links: leighbrown.com | leigh@leighbrown.com | 704.507.5500 Facebook: leighbrownspeaker https://www.facebook.com/LeighBrownSpeaker/ YouTube: leighbrownspeaker https://www.youtube.com/leighbrownspeaker Instagram: leighthomasbrown https://www.instagram.com/leighthomasbrown/ LinkedIn: leighthomasbrown https://www.linkedin.com/in/leighthomasbrown/ On the Clubhouse app: @leighbrown Twitter: https://twitter.com/LeighBrown Podcast: Crazy Sh*t In Real Estate https://www.crazyshitinrealestate.com https://podcasts.apple.com/us/podcast/crazy-sh-t-in-real-estate/id1153262163?mt=2 Great Recession Days on Market MLS ZIP Code Episode 70 with Josh Cadillac Josh Cadillac's website Chamber of Commerce Additional Links: Micro courses found at Learning.REALTOR Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: Leigh Thomas Brown Certified Professional Speaker™ (CSP®) international keynote speaker who happens to be hilarious in an almost-inappropriate-but-still-family-friendly way. Leigh uses her decades of experience as the go-to expert for REALTORS® to help any organization get on track with goal setting and achievement. She knows the secret to solid relationships with clients to ensure that they keep coming back again and again. She talks fast, and every word of it is gold. Leigh's messages are bold, powerful, and full of a contagious energy that breaks through barriers and skyrockets your organization towards success. A wife. A mama. A runner, singer, and pianist, who enjoys cooking, gardening, and needlepoint. A child of God and a follower of Jesus. Trying to get life right, one mistake at a time.

This episode, with Chris Linsell, covers one of real estate's most popular topics: CRMs. Chris is an expert reviewer of customer relationship management systems, or CRMs, the organizational tool that all real estate professionals need to have in some form. He discusses how to use a CRM, why you should use one, and the benefits of having this system in your business. Chris and Monica discuss many important tools for real estate professionals, including broker-centric systems that many of you have access to in your brokerage firm, as well as their favorite independent systems for you to consider. Listen in for timely expertise on CRMs and more office tech. Announcement: The Center for REALTOR® Development has migrated all of its educational tools to one website: Learning.REALTOR. [1:51] Chris Linsell is an expert and reviewer for customer relationship management systems. [4:09] As a consultant, Chris stays up with tech and real estate trends; he needs to know a lot about a lot of things. [8:18] We all must manage customers and relationships. Most agents think of a CRM as difficult technology and software. Technology provides the tools we use to create the business that we want. Those tools are often based on the internet. But don't overcomplicate things. [11:01] If you want to scale, you are going to need better technology. You cannot share a spiral notebook or an Excel sheet with your associates. Agents need to keep up with leads and current clients, their deals, and their client database. [14:21] Chris's top CRM recommendations for real estate professionals. [23:56] Compared to general-purpose CRMs, these real-estate-based CRMs give you an amazing number of tools in one piece of software, Chris explains how CRMs substitute for tech stacks. [27:22] What are CRM best practices? [31:30] Chris advises Monica to commit to one consistent place to enter contacts, so she will have all her contacts together. Also, get tech support. Your brokerage may offer you a CRM, but have an exit plan in case you leave. [37:11] Chris always coaches agents considering a CRM to ask themselves three questions: Can they commit to it for at least one year of subscription? It takes time for a CRM to build value. Does this tool solve one major problem? Does this tool provide the opportunity to effectively exit it if needed? [39:53] The software is constantly upgrading. [42:38] More best practices for CRM use. [50:35] Additional tasks: Set up an automated branded text messaging and email message combination for new contacts. Look at how your CRM integrates with other tools, like ringless voicemail drops. The CRM has a list of tools that can be used. [54:14] A CRM is only as valuable as the time you put in on it. In the beginning, you will put more time into it while you learn to use it. [55:17] What do agents need to know about predictive analytics? Predictive analytics is the use of big data to understand better and make better predictions about what's going to happen next. Chris shares an example of predictive analytics for lead generation for the next 12 months. [57:50] Big data sells predictive analytics to real estate companies; small companies can access the same insights as large corporations. Chris gives an example of how you have already used predictive analytics over small sets of data. Predictive analytics tools use larger data sets for greater accuracy. [59:44] Chris lists some predictive analytics tools for real estate agents. He predicts that predictive analytics will be pretty mainstream within a year. Monica has been watching the vendors for a while! [1:04:00] Chris's final word of advice! [1:05:21] Monica thanks Chris Linsell for bringing his wisdom, experience, and a willingness to call her out for the flaws in her systems! Who is helping you learn and level up in areas of your life? Every day is an opportunity to learn something new in business or life. Are you looking for those nuggets and the people who will share them with you? Guest Links: https://theclose.com/real-estate-tech-companies/ https://theclose.com/predictive-analytics-overview/ https://theclose.com/real-estate-lead-management-strategy/ https://theclose.com/best-real-estate-crm/ https://theclose.com/market-leader-real-estate-lead-conversion/ ChrisLinsell.com TheClose.com The Matrix Excel "The Best Real Estate CRM for 2022: In-depth Reviews & Pricing" LionDesk® MarketLeader® Zillow® BoldLeads BoomTown Elevate Social ProTM AI Elevate Real Estate CRM Review + Video Walk-through Jasper IxactContact® TopProducer® PropertyBase WiseAgent Follow Up Boss Tech Stack (Solution Stack) Facebook MLS Gmail ReMax Coldwell Banker Real Estate One Keller Williams EXP "Compass acquires Contactually" Outlook MailChimp SlyBroadcast Slydial Offrs Revaluate NAR Annual Additional Links: Micro courses found at Learning.REALTOR Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: Chris Linsell is a REALTOR®, real estate coach, writer, technology analyst, and content strategist based in the United States. He is a hands-on real estate professional with more than 10 years of experience buying and selling anything from modest starter homes to massive waterside compounds. As a digital and content strategist, he's worked with teams (real estate and non-real estate alike) to realize their lead generation and overall business goals by finding new ways to demonstrate their expertise and authority in their local markets. Chris is a Writer and Technology Analyst for The Close, the internet's leading source of actionable, strategic insight for and by industry professionals. At The Close, his job is to be up-to-date on the latest and greatest technology platforms, real estate strategies, and best practices that the leaders of our industry are using to buy and sell more homes every year. He is a thought leader in the real estate space, regularly hosting webinars and group coaching calls, as well as being a featured speaker at events like the National Association of REALTORS® Annual Conference. Linsell is also a contributor to publications like Apartment Therapy, Bank Rate, Fit My Money, EOE Journal, Mashvisor, and Constant Contact. He is also a regular contributor to industry-leading media like the Keeping It Real Real Estate Podcast

Do you have a succession plan for your business when you want to leave it? Whether you have created a business that you wanted to do for life, or you decided, "I'm going to move on and take a different direction for my life, or for my business," this conversation on phasing out of your business, and creating long-term financial resources and assets, is for everyone. Our guest, Renee, will help you see ways to invest in yourself and your business to meet your long-term goals.​ [2:32] Renee Williams is passionate about holistic business success, which includes finances, strategic planning, and retirement with passive income. She hosts the Agent Exit Podcast. Exit Strategy is huge! [3:43] Renee and Monica talk about bucket lists, plans for retirement and Monica's current Big Why. [5:05] Renee talks about "someday" goals and being intentional in making them happen. [6:42] Research shows that anticipation and planning for something can provide as much enjoyment as the activity itself. Take a phone video of yourself telling what your ideal exit strategy would be. Watch it in a year and see what steps you've taken. [10:15] It's a lot easier to make the transition to exiting production when you have a written plan! What does exiting production look like if you want to keep some income after your last commission check? [11:50] Ways to exit production: Sell your business. Invest in rental properties. Revenue share or profit share, depending on your brokerage. Receive equity in the brokerage if offered or in another business. Draw down on your Solo 401(k), IRA, funds you have already set aside, and savings. [13:11] 1. How to sell your business. Renee recommends Nick Krautter's book, The Golden Handoff. Nick shares step-by-step instructions to sell your book of business to a known broker. [15:57] Selling your entire business includes the database, assets, name, logo, team, and more. You may need a business broker to help you. [18:53] As part of your planning, hire a third party to look at your business and tell you what needs to be renovated or fixed. [22:03] If your brand is your name, it will be hard to sell your business. Rename it long before you sell it. [25:58] Renee tells how she refers clients to other agents when she is busy. [30:10] 2. Real estate investing is low-hanging fruit and there are many ways to invest. [32:50] Monica invites you to listen to her episode on referrals with Gary Rogers and her episode on cash-based investing with Rich Arzaga for information. [35:17] 3. If your brokerage offers revenue-sharing or profit-sharing, take advantage of it! [38:12] 4. Are you with a brokerage that will allow you, if you are a top producer, to own equity in the brokerage? Ask. Times are changing for brokerages, too. They may be looking to share the burden. [41:55] Get someone to represent you in selling your business. There are many ways to structure a sale. [43:10] 5. Savings — when you have a transaction complete, you need to put some into the business, use some for personal expenses, set some aside for taxes, and put some into savings until retirement. [44:51] Renee is heavily into real estate investments; her husband has stocks and some crypto. Solo 401(k)s and self-directed IRAs can both be invested in real estate. [46:18] Monica suggests listeners listen to the Rich Arzaga episode linked below for information about finding an investment advisor who is knowledgeable about real estate. [47:23] Renee's advice: go to Financialwellness.realtor. There are great tools to help you figure out what your financial goals are for your age and what kind of plan you need. [52:07] Knowing your "number" so that you can sustain the lifestyle you want after you exit production. [52:30] Looking at what debt you can pay off now so you can get to your exit number. Social Security may not be enough for you. [54:04] Renee's final word is you don't need anybody's permission to plan your exit! Write a plan and make it plain. It is absolutely doable! [55:05] Monica invites you to go back through past episodes to find topics you need to help you be more successful in your business. Use this podcast as a library! The earlier episodes are as relevant today! Tweetables: "We have to be intentional if we want 'someday' to actually happen. … Have an actionable plan so someday occurs. … Planning is free! It doesn't cost you anything to write a plan!" — Renee "If you think real estate is expensive now, just wait! Just wait! It's going to get higher! So, there is never a bad time to buy a duplex … a triplex, or a quad!" — Renee "Get a property manager. If you get too many [units], then you hire a property manager." — Monica "The equity is just going to be phenomenal. There's just really no reason for us not to be purchasing some sort of real estate." — Renee "It's good for us to get help … because we don't know everything!" — Monica Guest Links: Renee Williams Group Renee on LinkedIn Agent Exit Podcast with Renee Williams Nar.realtor/research-and-statistics Financialwellness.realtor NAR's Center for REALTOR® Development Podcast: Gary Rogers NAR's Center for REALTOR® Development Podcast: Rich Arzaga NAR's Center for REALTOR® Development Podcast: Melanie McLane and Rob Mehta NAR's Center for REALTOR® Development Podcast: Bryan Bergjans and Juanita Charles Additional Links: Micro courses found at Learning.REALTOR Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: Renee Williams is a former loan officer and corporate strategy administrator turned investor, REALTOR®, Director of Operations, and small business coach. For over a decade, she provided organizational support on billions of dollars in mergers, acquisitions, joint ventures, and divestiture transactions for her corporate job, all while having a real estate license and investing on the side. Now she's leveraging that experience to help seasoned women entrepreneurs create a business they love and secure the future for themselves and their families.

Real estate is intertwined with the economy in so many ways, and real estate agents can sometimes have a hard time connecting these external factors with the home buying process. Our guest, Josh Cadillac believes in closing customers for life, which means building expertise on a deeper level that goes beyond the specifics and square footage of a home. When you give your clients context within the home buying process, not only does it help their future, but it means you're on a path to creating a lifelong customer. [3:00] Josh and his background in real estate. [5:30] Josh talks about his motto, "Close for Life." [6:45] It's an important part of Josh's life to do work that you're proud of, to have a life you're proud of. [7:40] Diving./, into the actual raw product real estate agents sell. [10:20] Sometimes there's a disconnect between real estate agent and customer. Why is that? [14:55] Real estate agents need to make the case on why a customer should trust them. [20:45] Sometimes just talking to your customer about the market and reciting facts can provide a lot of insight and trust with them. [25:45] Older real estate agents need to understand that the world, and the market, are much different than when they first started selling properties. They need to provide context to the younger homeowner. [32:50] Homeowners in distress still can grab an amazing price for their property. A real estate agent has to set the frame right so that they get the most out of the property. [33:25] We are not in a 2008 bubble. There are not a lot of people in negative equity positions. [34:00] Why do investors love real estate in times of high inflation? [39:35] Real estate has always been a good hedge against inflation. [44:00] Josh shares his thoughts on motivation and how you can motivate your customer to be more excited about the home buying process. [50:35] We need to stop trying to close deals and start trying to close customers for life. Tweetables: "A path to a fulfilled life is to take every part of your life, and have it /./.be something you do with excellence." — Josh "Because of the inflation we're seeing, real estate tends to be more attractive to investors. The reason for that is real estate tends to appreciate when there's inflation and rents tend to go up." — Josh "A house tends to be the perfect hedge for inflation. If you're renting, your rent will go up, but your wages usually won't go up. Wages tend to trail inflation." — Josh Guest Links: Joshcadillac.com Josh on LinkedIn Nar.realtor/research-and-statistics Additional Links: Microcourses found at Learning.REALTOR Crdpodcast.com Learning.REALTOR for NAR's Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: Joshua Cadillac ACE, CCIM, CDPE, MCNE, CRS, CRB, ABR®, GRI, RSPS, CSSA, CCFA, CIAS, MRETE, e-Pro, SFR®, BPO-R, CFA Master, TRC, LMB, AHWD, C-Rep, M-rep, CPMS, CIPS, DPP, PSA, ASP, SRS, LGC, CAM, LHI, Leed AP, RRP, LMA, LMR Prior to entering the real estate industry as an agent, Josh was a commercial real estate investor and business owner of restaurants and other related companies. He started in real estate full time in 2008 and within the first two years, earned his broker license and many of the most prestigious real estate-related designations that exist. After a few years, Josh transitioned into a leadership role at the brokerage where he worked, assisting, training, and even mentoring agents to help them achieve success and reach their full potential in real estate. During this time, he learned the mistakes that many agents make that successful agents avoid and developed his philosophy of "not just closing deals but closing customers for life." Investors are one of Joshua's specialties and one of the many clients he enjoys working with. Joshua has a robust knowledge of the financial aspect of real estate and has worked as an investor himself, successfully flipping numerous properties both distressed and non-distressed. Josh took his passion for investing and helping agents close more deals (and customers) they already had and put together the ACE 2-day training course. Recognizing the tremendous lack of financial literacy that exists in popular culture he also wrote an easy-to-understand guide to how money works called The Roadmap to the American Dream. Since then Josh has written several courses on how to achieve excellence in the various parts of the real estate business. He continues to work with clients in buying and selling their property, honing his skills, and making sure the information he provides is the most accurate and relevant it can be for the agents he teaches. When he isn't busy closing deals and teaching, Josh enjoys a number of interests and hobbies including writing, ballroom dancing, reading, playing board games, watching a great movie, and traveling the world

The National Association of Real Estate Brokers (NAREB) was formed in 1947 by nine African American Founders as a response to the denied access African American brokers were experiencing when it came to selling homes. With 75 years in existence, the association lives by five important pillars: 1) Civic and Faith-Based Engagement. 2) Women Invested In Real Estate — WIRE. 3) Diversity, Equity, Inclusion of Small Business. 4) Multigenerational Wealth. 5) Government and Policies. Our guest and President of NAREB, Lydia Pope, explains further why these five pillars have been foundational towards everlasting change in the community. [2:45] A bit about Lydia and her background in real estate. [4:40] The history behind why the NAREB was founded. [7:10] What are the five pillars of black ownership? [9:10] Homeownership has dropped for black homeowners. Why is that? [10:15] African Americans and blacks still face loan discrimination today. [11:50] As a broker, it's important that you be a champion for your clients in all areas of their home buying process, not just the physical house itself. [17:00] Women have been at a disadvantage when it comes to applying for loans. [20:35] NAREB has a program to educate real estate agents on all facets of the real estate industry, not just being a licensed agent. [23:15] How is NAREB thinking about multigenerational wealth? [27:30] It's important to educate our seniors so that they have programs to fall back on as they get older. As homes have repairs, seniors might not be as aware of how to fix these damages. [32:30] Lydia shares ways people can connect with their local community partners. [37:00] If people can't afford to be a homeowner, it hurts everyone in the community. [40:00] What are some of the different ways you can access capital? [44:50] If real estate agents don't know, then they are unable to inform and educate the community. [47:50] Everyone should be passionate about closing the wealth gap. Tweetables: "Women have challenges with loans. Actually, black women have one of the highest rates when it comes to loan declines and higher interest rates and loan pricing." — Lydia "Real estate is not about being a licensed real estate agent. There are more pieces to a real estate business. There are so many areas people can branch off to." — Lydia "The voices are being heard through America. It takes groups getting together. We all have one thing that we'd like to accomplish: homeownership and being in support of closing the wealth gap, especially when it comes to African American ownership" — Lydia Guest Links: Lydia Pope Nareb.com Nareb.com/profile/lpope/ 2021 State of Housing in Black America Additional Links: Microcourses found at Learning.REALTOR Crdpodcast.com Learning.REALTOR for NAR Online Education Training4RE.com — List of Classroom Courses from NAR and its affiliates crd@nar.realtor Host Information: Monica Neubauer Speaker/Podcaster/REALTOR® Monica@MonicaNeubauer.com MonicaNeubauer.com FranklinTNBlog.com Monica's Facebook Page Facebook.com/Monica.Neubauer Instagram Instagram.com/MonicaNeubauerSpeaks Additional Bio: Lydia Pope has been in the Real Estate Industry since 1995. She is Owner/President of E & D Realty & Investment Co, Inc. (www.edrealty1.com), E&D Realty Property Management Division, and E&D Construction Company. Some of her past and current accomplishments are 1st Vice President of the National Association of Real Estate Brokers, Inc. (NAREB), Past President of the Women's Council of NAREB, Mt. Pleasant Advisory Board, Ohio Housing Finance Agency Committee, Cleveland Realtist®Association Past President & Chair, Cleveland/Akron Legislative Committee, NAACP Member and more.