Laurie Joslin

For more from Bigger Impact co-founder, Joseph Norman, visit www.normanized.com. 

Enjoy the read about...Laurie Joslin...below! Thanks for your readership!

I met Laurie for the first time a few years ago at a Ken Blanchard event in Rochester sponsored by the Entrepreneur’s Organization – Western New York. On behalf of EO-WNY, she introduced Ken. I was immediately intrigued by her vibrance and sense of humor. Since then, I’ve participated as often as possible in sales and workforce trainings put on by her company, Unlimited Coaching Solutions. Laurie and her team are tremendous models of the strategies they teach. As a successful business owner, middle child of 14, and single mother of one, Jade, Laurie’s story is simply fantastic. It is an honor to feature, Laurie, a woman who I consider my friend and colleague, in this final issue of Bigger Impact Weekly. ~Joseph

I’d like to start with your experience as a single mother. As a successful business owner, I’m interested to hear how this life choice has affected your journey.

As you know, I’m very independent. I was still in college when I was set to have Jade. My high school sweetheart and I were together and it was a cute story, but we didn’t agree on a lot of things. Although we were together for a long time, I knew that it wasn’t going to work. Long story short, Jade was in 2^nd grade when we split.

We all are on our own life path and we all need to learn different ways. I respect that we have our different views of the world. If I looked back at the relationships that haven’t “worked” for me, I can truly say that through all of them – whether they were significant other, friends, or with clients – I’ve learned so much from them. I truly appreciate the fact that I wouldn’t be who I am right now without those experiences.

Everyone has their own stuff going on. And, it’s not that I don’t believe in marriage, it’s just that I think marriage is a very antiquated approach because people change! Divorce is a new beginning for a lot of people.

It has been really interesting to raise a child as a single parent. I came from a blended family with 14 children. I had seen a lot going on in terms of communication and relationships. One of the reasons I chose to be a single mother, I saw a lot of damage happen from two parents staying together that shouldn’t have necessarily been together.

I felt like I had a better chance this way. And, growing up, Jade spent time with her father during high school and she really excelled. If it was just about me, I would never have let her go, but it was about her.

Let’s move on to your career path…

I grew up in Cortland, New York. While I was there I worked for Smith Corona for a long time…starting on the factory line. I was a single mother, getting my degree at the same time. I really got to experience all different types of jobs throughout that organization. I worked in Accounting while we went through a Chapter 11, and I spent time in Human Resources and on the sales force. At one point, I went on the Shop at Home Network for them.

Oddly enough, none of these moves were really planned. In fact, with the Shop at Home Network, nobody really wanted to do it, but I was always willing to just jump in and do something new. I had no training but I did it and I loved it!

To be uncomfortable to me was fun. It was learning. Little did I know at the time that this type of workforce development would be my eventual field.

When I started in school I was going to be an English teacher. But, because I was working at the same time, I got more interested in business so I switched to economics.

Then I met with a career counselor at Cortland who helped me discover that one of my core competencies was communication. So, I started taking communications classes and I totally loved it. Even Media Law!

Luckily, I got so many opportunities at Smith Corona. Many of my moves throughout the company were lateral, just to keep my job while the company restructured. Once, I inquired about a product development job and when I did, the coordinator gave me a manual and said, “Go home, read this, and give us a presentation on it tomorrow.” So, I did it and I really wowed them!

From that point, I moved quickly from product development to software to soft skills. And, when I found soft skills I absolutely fell in love.

I founded the training development program at Smith Corona and created a whole university of courses for them. I brought people in and created courses myself – not realizing what an opportunity that was at the time. It was like, “Hey Laurie, we need to do this but we have no budget. Can you help us?” That experience proved to be so valuable to me.

When Smith Corona was filing Chapter 11 for the second time, I could see the writing on the wall. So, I went in to see the CFO who I had worked for in the past, closed the door, and requested to get the courses I developed. Long story short, I got them and I got to start my business with a lot of intellectual property.

I’ve been inspired by some awesome people like Ken Blanchard and I consider myself really just a messenger. I have unique and creative ways of delivering that message, but if you go way back, in my opinion, people are saying the same stuff.

Please, walk me through the experience of starting the business!

In 1999, after a brief stint with Comp USA Training, I started Unlimited Coaching Solutions.

When I first started my business, I went from a very good salary to nothing. And, I’m the kind of person that jumps off a cliff then looks…so I had minimal savings. I knew that I wanted to do this so I went out there and did it. I’ve always trusted my ability to come out ok.

Jade was about 12 at the time. I was ripping her out of school, moving to Rochester, and I didn’t know a soul. It was crazy. We learn the best by throwing ourselves into a new job or new experience like that though. In fact, 70 percent of learning comes from that.

I did not have the road map when I started, but I was clear. It started with just me and slowly we built up to 6 at one point and now we’re back to 4 employees. The company has been pretty natural and fluent.

The Four Agreements by Don Miguel Ruiz is a huge part of what we do now and that happened through Ray Justice. In early 2000, he was a mentor and coach of mine. I was speaking to him at one point and I said, “I get this training thing but something is missing.” He said to me, “I just finished this book and I don’t know why, but you need to read it.” I trusted him so of the 10 books in my “to read” pile, this one went to the top.

And, as I read it, I had a movie playing in my mind of how exactly it would fit into what I was doing. It was amazing. So, I started down the path of contacting the author about using it in my training. He put me in touch with the publisher and they gave me permission to use it!

Miguel Ruiz, Jr., don Miguel Ruiz, & Laurie (Left to right)

How has The Four Agreements impacted your life?

At that point I began to participate in their trainings. Me being all business, I thought I was going to learn how to apply these materials in the workplace but it ended up touching my life in a very personal way. My life dramatically changed.

My relationship with my father improved. It was never bad, but I was the middle child of 14 so I got lost in the shuffle a little bit!

He is a self-employed carpenter and he was in Rochester working on a special job at the time so I let him stay at my house. He saw the book on my coffee table and said, “What is this?” I said, “Just read it…and if you want to discuss it, I’ll spend the entire weekend with you.” Now, I was single at the time so this was a big deal!

He read it and he said to me, “Wow, if I read this earlier I never would have needed Prozac!” My father is a Veteran. This experience started a whole new relationship between us with a common interest!

If you can help people be successful in their relationships with people, the workplace benefits. It’s really just a venue to reach people with the message. It’s all just empowering people to make a difference. To me empowering is a mix of inspiration and the resources to act.

Tell me about how you got started with the EO-WNY?

I got started with EO-WNY by a great guy, Ralph Dandria, a partner of ITX. I was at a party and we got talking. He wanted some training and he said, “Wow, you’d be a great candidate for EO!” Right away people were so generous. And, generosity to me is an attractive thing. That is EO for sure. One of our major objectives is to provide the best learning opportunities possible not only for members, but for the community as well.

It’s an organization that truly wants to help entrepreneurs grow.

Tell me more about your training packages.

Something else that I’d like to share with you is the concept that we’re using in our business. It’s a concept we call “GRIT.” It stands for “Generosity, Respect, Integrity, and Truth.”

Those are the core of what it takes for authenticity as a human being. These things drive human relationships. GRIT happens to work well because the American way is toughness. That speaks to so many people!

I’m writing a book which is half done right now and the working title is something relative to “Getting your GRIT together.” It’s about creating a workplace that people want to be at! We want to spread the word!

We take everything that we do experientially and we change that to fit into different organizations. We do not change the flow of the material, but we do change the language and some of the activities involved. Remember, I consider myself a messenger, or a translator. I tailor the information to connect with accountants, lawyers, or construction people!

A lot of training companies will specialize in an industry, but we don’t do that. We’re specialists in people. That is our philosophy. The Four Agreements is one differentiator and customizing our message across industry is definitely unique in our marketplace. The real impact you need to make in an organization is on an individual level. We help people see what’s in it for them.

The best part about this stuff to me is that you’re never going to master it. We’re constantly learning, so the more we can lighten up and have fun with it, the better off we’re going to be! Fun is a core value of mine!

CONTACT LAURIE:

ljoslin@unlimitedcoaching.com

P.s. Fresh content at www.normanized.com. Check it out! <<<--- font="font">

Networking: Cultivation of Opportunity

By: Denyel Beiter

Editors Note: Denyel Beiter is a 2009 SUNY Geneseo graduate. She is currently employed at the True Community Development Corporation in Buffalo as the Americorps Vista. She was the president of Democracy Matters at SUNY Geneseo.

One of the most important characteristics that we each possess as part of the human race is the ability to connect with each other on an intimate level. This is what separates us from the rest of the animal kingdom. The ability to build relationships and to feel united with one another allows us to feel bigger than ourselves, to feel like a part of something, and most importantly, it allows us to be shaped and molded into someone we never dreamed we could be.

One of the most important lessons I have learned in the first few months of my career is the significance and impact of networking. By networking and establishing relationships, we find a little of ourselves in others. We can rely upon these relationships as steps to different opportunities in our personal and professional lives. This is not to suggest that we use each other solely for our own benefit, but to merely extract and reciprocate goodwill and community.

As I write this article I think of this past week when I had an epiphany about the significance of networking. I work in a non-profit organization in inner-city Buffalo where I help to run a job readiness program. A major component to the program is teaching the importance of networking. One young man in particular, who comes from a low income neighborhood, has been in and out of jail, and is unemployed, took advantage of a networking opportunity right away. After telling him my experience with working on job readiness initiatives and skills, he became wild eyed and set up an appointment with me so that I could council him on writing his very first resume.

He came into the office on time and ready to work. We worked together and collaborated ideas and information that needed to get across to an employer. I taught him the basic structure and detailed tips of a resume. He taught me that by helping others and building relationships we can truly change lives. He began to cry, hug me, and tell me that he could not believe that someone would help him and take the time to care for him. His eyes widened and he said, “Now I have an opportunity. Now I have a future.”

Author and public speaker, Bob Burg describes networking as “the cultivating of mutually beneficial, give and take, win-win relationships. It works best, however, when emphasizing the 'give' part."

I challenge all readers to keep networking. Whether it is for personal or professional reasons, we are human and we are here to interact, encourage, and motivate each other. When we collaborate, our ideas and output can transcend expectations and goals. We all have gifts to share as well as room for improvement.

Jennifer Sertl

Jennifer Sertl is an executive coach based in Rochester NY. She has had a big impact on our publication, not only in coaching Joseph but also in suggesting that we put the Impact in VIP. Her thoughts inspire both of us and certainly will get you thinking, and hopefully acting, whether you are a CEO, out of work or anywhere in between. Especially poignant to me are her thoughts on battling the recession found near the end of the piece. There is some great content here from our conversation. Check it out! - Ben & Joseph

Early Influences

People with challenging early lives have been given a gift. Whatever you survive is your greatest gift to the world. My mother is schizophrenic. She was hospitalized for the first decade of my life. I became conscious of it when I was eight and remember spending time playing ping pong and drinking chocolate milk with crazy people every weekend when visiting her. In retrospect, I realized at that time that reality does not lie outside of us. Every person experiences reality. I got really good at putting my reality aside and taking on the reality of those in the hospital. I would be able to get in and out of character very fast.

My most embarrassing moment was when I saw my mother on a bus when I was in college and I did not acknowledge her. I was going to the University of Colorodo in Boulder and people did not know anything about me other than that I was somewhat attractive and very smart. Being smart was very important to me. If people could see me as sane then they would not know I lived with insanity. I now feel physically embarrassed that my mother was living on the streets and that I was more concerned about me than her.

Clarity

I started out studying psychology and realized I did not enjoy the chemistry classes. So I went and studied existential philosophy and English. When I was 19 I read Immanuel Kant’s Groundwork of the Metaphysics of Morals. There was a statement that stuck with me; “We have an imperfect but positive duty to seek our own perfection and happiness of other people.” That was the bible to me. All of a sudden I had my true north. I started making judgments if I would do something based upon whether it impacts my perfection or increases the happiness of another person. If the answer was no, then I would let it go.

It was lovely to have clarity on how to make choices at age 19.

Love and Early Career

I fell in love with a competitive ski racer. We went to Oregon to the Mount Hood Ski Academy. I taught English and he was a Ski Instructor. For two years of our life we lived in Portland Oregon.

We moved here to Rochester, New York in 1994. At that time we were living at my husband’s family’s house. The economic situation was like it is today. I had trouble getting a job and ended up working for a temp agency doing long distance phone service from 7pm to midnight. I noticed that I did not like how I was treated as a phone rep. I was probably not the only one who was smart and just collecting a paycheck and was treated like a monkey. However, I was very excited to be working.

Bigger, Better Things

It was very clear to me during my childhood who had the power. It was a survival strategy that I developed early on. I learned the rules of engagement at my job and within three years I was part of the management team of a two hundred person call center. I knew that the only way to fight the system was to be excellent in the system and then to be asked, “How did you do it?” I don’t do anything but perform, and with my performance let people become curious. Then I teach.

Then I went to Blue Cross Blue Shield and was a staff development coordinator for 1,000 employees. I helped design core competency models which are used to design hiring and firing. If you don’t hire and fire people for the culture that you want to create then you will have to constantly retrain and will not have the culture that you desire. You need to hire and fire people through the same filter. The culture is to the employee what the brand is to the customer.

I realized that I would be pigeon holed as an HR executive if I stayed where I was. Companies are still doing HR for legal reasons and not strategic reasons, which is pretty sad. This is not where the power is. I wanted to be where the power source was. So, I quit to start my own business.

The first business I had was Customer Service Alliance. We did employee and customer service satisfaction surveys and strategic intent. I then joined the group called TECH, now called VISTAGE, which runs CEO roundtables. I joined to become more sophisticated in my consulting design, and became a chair of it. This was great because I had an imagination that it would be great to work with CEOs. I saw them as having great intelligence and elegance.

I ended up running CEO roundtables for five years. The CEOs would spend a full day once a month with me all together and then two hours individually. They paid $3,000 a year for the network and whole experience. Part of me was disillusioned, but also excited by the experience when I realized that they are just human beings and they come with the same ethical dilemmas, crises, deficits and gifts as anyone else.

My greatest gift is holding people accountable. It is amazing to see how so few people hold others accountable at higher levels. Two years ago I chose to change my company to Agility 3R (Resilience, Responsiveness, and Reflection). I am doing more executive coaching and with a co author in Israel I wrote the book Strategy, Leadership and the Soul. It is about how you create designs and brand from the inside out. It is a book about accountability. We finished it in December of 2008 and are now working on having it published. Things take time so you have to be patient.

Impact and Presence

I have chosen to be impactful. I deliberately chose a practice of impact. When you are that kind of person, wherever you go you are a magnet. I met my co author Koby Huberman when I was invited to a conference in Nice, France. My talk was entitled "If you want to change the world, change your life." I also met Peter Collins who started the Global Business Network and is the editor for Doubleday Books.

Why did I mention that?

Because, it is usually when you have no agenda that you create deep relationships that will make a big impact in your life. I get really sad and scared when I see so much mechanistic sales and networking going on. I have been lucky enough and have had enough intent to connect with people at a world class level. The game I am playing is presence, to really kick the ball that is in front of you. You need to be able to kick it with elegance and with design.

I ask people, “What is your DNA?” If we can watch Cold Case and actually find out who is involved in a murder then we must conclude that we leave an imprint wherever we go. The question is, “What imprint are you leaving?” My invitation is that you shape it and name it. What is your experience and what is the experience of those who are with you? When are you the most pleased and proud and honored? Take that answer and ask if every day you are living up to it. Mine are wisdom, grace and impact. So for the last three years I have analyzed my actions in that framework, in that “brand.” I am giving others access to my brand experience and have to be very careful about who touches it and how.

What are your long term goals?

I feel complete with everyone in my life. Before I die I would like to see the book published. If I were to die today the only thing that would make me sad is that the book is not out there. In terms of my goals, I want to get more able to live up to my own expectations of myself. Also, I would like to touch one million people before I die as a coach, presenter or through the book.

I am hoping to start leveraging Skype. I think we as adults learn best through peer learning. I would like to create a Skype environment with 16 people from 16 countries and spin off leadership academies. This would be a global leadership academy. Leadership is an ongoing process and it takes a lifetime to master it.

I would be proud to be invited to the Economic World Forum or to TED Talks.

Where the Recession Came From: Low Curiosity

I do not have an MBA. I have no intention of getting one. There was an article in the Wall Street Journal pondering how people who are so educated could have created such a crisis. Often, when you are educated, you become a bit arrogant.

My husband is a competitive bass fisherman. He places really well in big lakes but not in lakes like Canandaigua where he learned how to fish. Our interpretation of this is that when you are familiar, you go by memory, you go by the past, and you don’t pay attention to the current situation. When you have a curious mind, you have presence and you make wise decisions. People get educated and they often lose caution. You need to live on a level of “I don’t know” at all times. There is an element of caution that will allow you greater access.

Planning your Life

I have this concept called 200 watts. You have 200 watts a month and can use it wherever you want. I look at things in 90 day blocks and build capacity in for learning, strategy and for presence. Input is to put more information in. Strategy is when I need to make decisions. 15% of my time is input, 15% of my time is strategy by design. The rest I commit to presence. Companies that I work with have that type of approach as well.

If you are only spending 8% of your time with your customer and 2% of your time creating, you are making a mistake. You should spend 30% of your time with your customer and 20% of your time looking at how you can change what you do. The rest of your time is spent on your delivery mechanism.

How to build a close community inside of an organization

Our brains are hardwired to need adrenaline in batches. Without it, we would be catatonic. When companies have an enemy outside of the business, the alignment process accelerates because their adrenaline has a clear target. Companies that are having trouble with solvency are not cat fighting. They are pulling it together inside because there is a real threat on the outside. Leaders who understand the physiology of behavior can design outlets for that behavior. The enemy will be inside without having an enemy on the outside.

Please define customer focus for us.

Normal painters or construction builders will build a facility. They will never leave a document that would have a swab and paint number and additional door knobs with a knob number to make it easier on the home buyer. Think about who you are serving and understand every other aspect of their lifestyle. Then you can design your business from their perspective around what would be valuable to your customer. Customer service is having it done on time and making sure there are no cigarettes butts in the parking lot. Customer focus is anticipating issues. It is being proactive instead of reactive. If you travel to a different country you see how well you are treated. People will Google me before I arrive... in a hotel that I am only staying in for one night.

*Recession Advice*

I went to a job fair recently and my heart went out to them because I saw that these people were not prepared for the challenges ahead of them. As a generation X person, I never felt I was working for someone. I always felt that I was working WITH someone as long as there was reciprocal value. I grew up in an age when people were free agents looking for a place that provided reciprocal value in money or in learning. There was a symbiotic relationship. Those people who have agility have found a way to continue to create value, or have found where the power was in order to continue to stay safe.

Those who have been laid off did not create value for those in power or were unable to create a new job where they were able to create value. They need to take responsibility right now. This happened to them because they did not make wise choices. They missed a game change and were not able to play. One must make sure to not continue to play the same game they have been playing but just harder, because the rules have changed. It is a different game. Own that you do not understand it and that you need to get some help.

Be with people who are thriving. You have no time to be around people who are not thriving, because it brings you down. You can let your muscles know that there is hope. A coach said to me a while back to make sure that you are the lowest IQ of the ten people that you most spend time with. Too many people are the highest number.

Actionable right now: Make sure you are developing three skills at all times. One is related to your core current practice. Second is a macro environmental skill, as an example: Systems thinking. The third skill is leadership or personal knowledge. Rate your development of these skills on a scale of one to ten.

Final Thoughts

You two have shown what is possible in creating connectivity. The reader’s job is to take what you have given and create innovative ways of creating value for their network and using it towards their goals.

Jenn can be reached by email at: jsertl@rochester.rr.com
Her writing can be found at: http://agility3r.com/blog/

Lance Armstrong: Still inspirational after the doping scandal

“I grew up a boyhood fan of Lance Armstrong. My first encounter with the man was on July 26th, 1999, the day after he won his first Tour de France. It didn’t mean much to me at the time as I was only 13, but the image of him with his arms pumped in the air on the front page of the Press & Sun Bulletin, my local newspaper, made a lasting impression on me. At the time I was just starting to get into running - the sport I would eventually compete in for the next 10 years of my life - and I was in search of meaning. It took a few more years to dig up why I fell in love with running, but a key tenant of my passion came from following Lance Armstrong. Nobody bikes over 2,000 miles in a three week span through the hills of France without a purpose. After reading his autobiography, “It’s Not About the Bike: My Journey Back to Life,” written with Sally Jenkins, I realized the truth behind this man’s story. He grew up in a single family household adopting the “man of the house” role early on. As a triathlete during his high school years he would bike 20 miles to a morning swim practice, go to school, have an afternoon swim practice, and then bike 20 miles home. After shocking the fields of major triathlons at only fifteen years old, Lance turned to cycling. He climbed the ladder fast and at age 21 won the world championship in Oslo, screaming as he made his high powered attacks and showboating as he crossed the line. But, the real trial of his life came when Lance was diagnosed with the highest degree of testicular cancer, which spread through his lungs and into his brain. He devoted his entire life at that point to researching and conquering the cancer with knowledge and a positive attitude. Lance suffered through more pain than most of us could ever imagine as the toxins of the chemotherapy ate away at his body. But he never gave up, he never lost hope, and he fought with everything he had - mind and body. After a long year of treatment he defeated the cancer. Lance fought his cancer with the same passion he has competed with. He has a heart that never gives up and this has lead him to win an all time cycling record, seven (7) Tour de France races in a row, before retiring. We can learn much about how to live life by observing and appreciating an individual like Lance Armstrong who continues to live his own life with such passion.” -Joseph Norman

UPDATE: Fresh video after the doping (performance enhancing drugs) scandal. Lance Armstrong is still inspirational in my eyes. Comment, thumbs up, & subscribe to the YouTube channel for current videos!

This article also appears on my new blog here:
http://www.empowernetwork.com/normanized/blog/doping-scandal-tribute-to-lance-armstrong/

The following are some excerpts from his book, “It’s Not About the Bike:”

“Then Nichols stunned me: he said that he would like to tailor my treatment to get me back on the bike. That was the one thing no doctor besides Scott Wolff had said to me. Not one. I was so taken aback that at first I didn’t trust what he was saying. The trip to Houston had so deflated me, particularly the description of the rigors of treatment and the extreme measures it would take to save me. My highest priority was survival. “Just help me live,” I said.” (104)

“Maybe I needed to tell myself I was still a rider, not just a cancer patient, no matter how weak I had become. If nothing else, it was my way of countering the disease and regaining the control it had stripped from me. I can still do this, I told myself. I might not be able to do it like I used to, but I can still do it.” (144)

“I had never embraced my life. I had made something of it, and fought for it, but I had never particularly enjoyed it. “You have this gift,” Kik (Armstrong’s first wife) said. “You can teach me how to really love life, because you’ve been on the brink, and you saw the other side. So you can show me that.” But she showed me. She wanted to see everything, and I was the guy who for to show it to her, and in showing it to her, I saw it for myself.” (169)

“The truth is, if you asked me to choose between winning the Tour de France and cancer, I would choose cancer. Odd as it sounds, I would rather have the title of cancer survivor than winner of the Tour, because of what it has done for me as a human being, a man, a husband, a son, and a father.” (259)

“Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. That surrender, even the smallest act of giving up, stays with me. So when I feel like quitting, I ask myself, which would I rather live with? Facing up to that question, and finding a way to go on, is the real reward, better than any trophy.

By now you’ve figured out I’m into pain. Why? Because it’s self-revelatory, that’s why. There is a point in every race when a rider encounters his real opponent and understands that it’s himself. In my most painful moments on the bike, I am at my most curious, and I wonder each and every time how I will respond. Will I discover my innermost weakness, or will I seek out my innermost strength? It’s an open-ended question whether or not I will be able to finish the race. You might say pain is my chosen way of exploring the human heart.” (269-270)

P.S. Here's a link to that video above! http://www.youtube.com/watch?v=zMthsq5Kv6o

Customer Service

By: Joseph Norman

“The goal as a company is to have customer service that is not just the best, but legendary.” - Sam Walton

About four months ago a client of the real estate company I co-founded after college, Norwalk Enterprises, said something to my business partner and I on a conference call that was subtle, but absolutely rocked our world. He was in the process of doing a deal with us, purchasing a cash flow rental property in Rochester, when he said, “You know guys, I’m counting on you now.”

It took a few days for that to really settle in, but it did.

Now, it’s not that we weren’t focused on high quality customer service before then, but there was a definite reality to the situation after we heard our client say that. It hammered home the fact that you’ve got to treat your customers right because they pay your bills and are ultimately, your best salespeople.

As Ken Blanchard and Sheldon Bowles discuss in their best-selling book, “Raving Fans,” if you provide legendary service, you will create raving fans.

Here are a few things I’ve learned about customer service that might be helpful!

Under Promise, Over Deliver (UPOD). Set realistic expectations for your clients that you know you can beat. Then do your best to deliver results that exceed those expectations!

Be available. If you have a client in crisis mode, answer the phone! Call them back! Communicate with them! It’s as simple as that. Showing you care about their concerns with your actions goes a long way - even if it is just to say, “I got your message. We’ll take care of it on Monday.” That means a lot to a client.

Honesty. The truth is what they need to hear. Even if it isn’t what they want to hear, in the end they’ll respect you more and be more loyal because you told them the truth.

Listen. Above all things you need to listen to what your customers have to say. When you take the time to listen, you learn all of your clients’ insecurities, fears, and inhibitions. In addition, you learn their hopes, dreams, and ambitions. By listening you make your customers feel valued. That is priceless.

Not a business owner? These four principles apply to everyday life as well!

Ryan Rogers

"I met Ryan a few years ago when my oldest brother first moved to Orlando. At that point he was in the beginning of his transition from mortgage broker to realtor. Since that time he’s developed a successful real estate practice based on some simple principles; listening well, responding quickly and intelligently, and doing the right thing. This has allowed him to serve his clients well and ultimately grow his business substantially...even in one of the most troubled markets of the real estate downturn, Orlando, Florida. It is truly a pleasure to feature some of his thoughts today!" - Joseph Norman

Being a realtor in one of the markets that was dramatically hit by the real estate downturn, how has that affected your business? And, what are a few of the ways you’ve tried to add value to your clients?

My biggest advantage with the real estate is my knowledge of the mortgage industry. I worked for a bank for many years, so I have a distinct advantage in helping my clients through the closing process. Where I add a lot of value is helping my clients save money with their mortgages.

That’s a big thing. Say you go to a closing and your client is getting charged an extra two points for an origination fee when the interest on the loan is already very high. That’s something you can actually alleviate.

I’ve actually been at the closing table before and noticed that my client was being charged an additional 3 points, or 3 percent, up front. I said to them, “You’re not closing.” At that point I told the bank that we wouldn’t close unless they took those points off because I knew the bank was getting 2 points on the backside already. I won’t let a client close if I see something that I wouldn’t accept personally. Or, at least, I give them the option to make a decision either way. As long as they know the consequences, they have the right to make their own decision.

A lot of times realtors are treated poorly by the banks because they don’t necessarily know a lot about the mortgage process. I feel that you provide your people a better service if you can bring more knowledge about the transaction to the table. That has helped me get more clients.

With my internet advertising, potential clients that call me are talking to at least 3 or 4 realtors. So, my knowledge is a key way I can differentiate myself. And, about 50% of the questions I answer are in regards to mortgages.

Also, when I sell a house I actually listen to people. I don’t sell them the house that I want them to buy. I’ll send them a sheet and the first question is, “What is your wish list for a house?” Then I take that and start showing them houses that meet their desires and one they can afford.

If I have a client that can afford a $250k house, I’m not going to show them a $350k house because they’ll never want to settle for a $250k place then.

In terms of Customer Relationship Management (CRM), what are some things you do?

I have a comprehensive system that I use which funnels clients down into two categories; short term buyers and long term buyers. I consider three to six months a short term buyer. The software I use, called House Values, is a program that helps me automatically send valuable information to clients or potential clients periodically. It’s expensive, but I’ve probably closed about 5 deals from it in the last year.

I have actually increased my marketing expenses in the last year to stay competitive in this economy. The leads you get in Orlando real estate are interesting because half of the people I’ve worked with before are stuck in properties that are upside down. I knew I needed to generate more leads, so I’ve taken the necessary actions to do that.

You definitely have to spend money right now to make money. I know people that have been in the business for ten or twelve years and they are calling me now to ask me how I’m getting all of my clients. We’re talking people that are closing $7-10 million in business a year.

It’s sort of odd to have people at that level asking me those questions. But the marketplace has changed and my systems are working.

What are some things you’ve done to help you personally handle the current economy?

In terms of purchasing a house, I bought within my means. I could have afforded a lot more house when I bought, but if I had done that, right now I would be in big trouble.

A surprising fact I came across was that the top 1 percent of individuals in this country only make about $388k a year. That’s really not a whole lot of money in comparison. That means many of these people that have bought million dollar homes are actually living paycheck to paycheck.

If you’re going to buy a house, you’ve got to get into something that you can logically afford. But, that’s not always easy to do. When I was in the mortgage industry, I would tell people when they couldn’t afford something but they wouldn’t necessarily listen to me. They might even say, “If you don’t do the mortgage for me, I’ll go somewhere else.”

Be knowledgeable about what you’re making and be reasonable. Don’t live at an income level that isn’t realistic with what you actually make.

What are some of your hobbies?

I do a lot of things. Play a lot of tennis, golf, and softball. I also enjoy a variety of water sports; wakeboarding, jet skiing, etc. It’s important to stay active. It keeps you young!

You’ve also got to enjoy what you do. As for my line of work, if you don’t like being with people you shouldn’t be in this business. I meet some realtors that say I don’t like answering the phone. So, I ask them, “Why are you in the business?”

You have to run your own business and you have to run it smart. If you need structure and you can’t do it yourself, then this isn’t the business for you. In real estate the best thing you can do is talk to everyone you can. If you’re at the mall and somebody is talking about houses, give them a card. They may never call you, but they also might! You’ve got to take that chance.

What is your definition of success?

You know I think it is different for everyone. I don’t think success is measured by money, per se. It’s loving what you do and being able to make a living at it. I think that is really the key.

What your perception of living is, is what you make it. If you’re in real estate and you make $50k per year and you’re happy - it fits your income level and pays your bills - then you probably feel successful.

I must say, I have a lot of freedom in my job so I can do a lot of things. And, I make a very good income in respect to a normal job. I don’t have to answer to anyone as I’m my own boss. If you look at cost per hour what I make, I do very well. But, I also have to be available.

I may take a call at 9:30 PM on a Friday, because I’d rather have a client get an answer from me immediately then have to wait a few days. That’s another key for me. If I get a call on a Saturday and a client is freaking out, some people might not respond until Monday. But, if you let them wait until Monday morning to get them an answer, then you have probably shot their whole weekend if they’re a stressful person.

In this business, you have to answer the phone. That has to come first. All your other free time is what you want to make of it!

Final thoughts?

It is what it is. You’ve just got to keep going. If you’re self-employed like I am, you’ve got to figure out a way to do it and just do it.

Ryan can be reached by email at RyanRogersRealty@gmail.com.

Patience, Persistence, & Self-Belief

By: Joseph Norman

Last week I had the humbling and exciting opportunity of delivering a keynote address at the National Honor Society Induction Ceremony at my alma mater, Windsor Central High School.

As I was preparing my message for the speech over the last month, I struggled with getting clarity on what I was going to say. I knew I wanted it to be original and authentic...coming from where I am today; a young entrepreneur working on a dream.

So, courtesy of a recent VIP, John Engels, I told the audience I wasn’t fit to give them any advice about how they should live their lives. (Click here for John's profile) Instead, I shared with them the three most real things in my life right now.

I said, “Whatever you want to do with your life, whoever you desire to become, whatever career or personal endeavor you long to succeed in, I want you to know this. You can get there - I really believe that - but you will be tested in at least these three ways; Your capacity to be patient, your courage to persist, and,arguably the most important, your belief in yourself.”

You’ve got to be patient. Real fulfilling success doesn’t come instantly. It takes time to make big things happen and I’ve learned that it’s important to recognize that in the beginning as you’ll be more apt to set realistic expectations.

As for my message in regards to you, I’m making an assumption that in some form or another, you do have goals for yourself - whether you write them on paper or just have them in your head. First, I challenge you to write them down and second it’s important to remember that accomplishing those goals and finding your own success takes time.

In some cases it can come about very fast, but more often than not, it’s going to test your patience.

You’ve got to be persistent. People aren’t going to call you back. You’re going to get beaten down. You’re going to want to give up. You’re going to want to walk away. But, if what you want to accomplish really means something to you...then you can’t.

Since I graduated from college I’ve faced some trials. I’ve been humbled by the realization that you don’t know what you don’t know. I’ve dealt with the emotional stress of not being able to pay my monthly bills at a few different times. And, I’ve struggled with the absolute mental mess associated with knowing I could get a day job and stop that pain but I choose not too because of a belief in something bigger for myself.

This lifestyle I lead is not for the faint of heart. But the truth is we can all help ourselves by being persistent. Sir Winston Churchill once said, “If you’re going through hell, keep going.” It’s as simple as that...just keep going.

You’ve got to believe in yourself. When you’re out there striving for some of your own big, meaty goals, people you’ve trusted and admired your entire life are going to doubt you. Tonight, I’m here to tell you that you don’t have to listen to them. How could they possibly know what’s best for you? Only you know what is best for you.

If you want to be a great engineer, you can be. If you want to be a respected mechanic or craftsman, you can be. And, if you want to be a fantastic teacher or business person, you absolutely can be.

But, first you’ve got to empower yourself and believe you can.

So, remember to be patient. It’s going to take time to accomplish your goals. Recognize that and don’t give up. Be persistent. Even people you trust and admire will try to hold you back and bring you down, but at the end of the day, you control your own destiny. So, believe in it. Believe in yourself. If you believe it, you can achieve it. You hold the power to create your own wildly successful life. Use it.