← The Millionaire Real Estate Agent | The MREA Podcast
The Millionaire Real Estate Agent | The MREA Podcast
124. Safe, Heard, Informed: The Growth-Driven Operations Framework With Savanna Campbell
00:39:06
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- [00:00]
A
Some of the most successful real estate agents that I see have emotional intelligence. Does the client feel safe, heard, and informed?
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B
There's always magic behind the magicians, and that comes in the form of operations. A lot of teams wake up in the morning and they think the value of the team is the number of agents they have. You all think about it very uniquely.
- [00:18]
A
Knowing you were going to ask this question, I was like, okay, do I actually tell him the whole thing behind this? So,
- [00:28]
B
good morning, gang. On a scale of 1 to 10, I want you to rate the systems that drive your business right now. Go give it a number. Ten being incredible, one being absolutely abysmal. Go. That way of thinking is all too often ignored. You see, the reality is, real estate teams and agents alike often think that the value of their business is solely their database or the number of agents that they have in their employee. And I'm here to tell you, and Gary Keller told it to me, the value of a real estate team and a brokerage is 100% dependent on the systems that that brokerage or team or agent run, plus the value of the database that they have. That's not to discount any other portion. It is to say there needs to be a hyper focus on the models and systems that drive the business to hit its goals. Today we are going to unpack models and systems for lead generation, lead follow up, and then transacting in a way that you haven't heard it before. We're going to be interviewing an operations director from a team who does over $30 million year in and year out with only three people. So they run great systems. But here's the thing. Their systems are based on growing the business, not just transacting real estate. She maintains a transaction coordination company in seven different states while being the operations director as well as an event planner for a women's group. I'm telling you, this person knows how to operate. I'm talking about none other than Savannah Campbell. And today we are going to unpack the models and systems that not just drive success, but lead to even bigger success. Sit back and buckle up. This is Savannah Campbell, and I'm joined today by a friend, Savannah Campbell. Like the soup. Savannah, how are you?
- [02:18]
A
I'm good. How are you?
- [02:19]
B
I am excellent. Thank you so much for being here. I'm so excited to chat with you.
- [02:23]
A
Thank you. I'm excited, too.
- [02:24]
B
So I start the show the same way every time. How did you end up in the greatest industry in the world?
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A
So knowing you were going to ask this question, I was like, okay, do I actually tell him the whole thing behind this? So the full honesty is I did not want to get in real estate at all.
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B
By the way, the majority of our guests say that, so I get it.
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A
And partially because both of my parents are in real estate. My mom has been in it the longest. She ran a great business back in Michigan. She now lives out here in Colorado and runs a fantastic business. But what I saw her go through stressed me out. Seeing the late hours, the running around, and in a blessing in disguise with her schedule kind of being that way, it made me a very organized person. Fast forward a couple years after we moved out here, I ended up being hired as a part time admin for a real estate team. A few years later, got my license and stepped into the director of operations for that team. And then we merged with a different team back in 23 and then we unmerged. And I'm currently with the team that we had merged with and haven't looked back.
- [03:36]
B
Any other industry when someone says we merge, then we unmerge. And I did that. And no other industry would ever say that. The crazy thing about our industry is there's a bunch of agents that are like, yeah, I get it. Same old story. That's how crazy and awesome this industry is. So you are the director of operations on a small real estate team. There's three folks, and you all do in excess of $30 million every year, which means y' all are incredibly productive. Small, but very mighty.
- [04:03]
A
And I would say so. And obviously, hats off to Jeff and Julie Able. Julie does our buyers. Jeff works our listings. And yet just the cohesiveness of our team and the systems we've built I feel like have really helped us be able to reach that and also still have lives outside of doing real estate.
- [04:23]
B
It goes without saying we are going to give all credit to the team rainmakers and the owners. But there's always magic behind the magicians, and that comes in the form of operations. Gary Keller. And if you're new to the program, Gary Keller wrote the book the Millionaire Real Estate Agent with Jay Papasan and Dave Jenks, may he rest in peace. And one thing he said is that agent teams, the real value of those teams are the systems and models that they run and the database that they curate. And a lot of teams wake up in the morning and they think the value of the team is the number of agents they have, but it's actually how you operate the business. And you all think about it very uniquely. Now, gang, I'm gonna take the Notes. So you don't have to take the notes. I'm doing the notes. If you don't get them, go to mreanotes.com, enter in your email. They come out every Thursday in a PDF and trust me, I know what you're about to hear. You're gonna wish you got them. Savannah, tell me exactly how do I build an operations team that grows the business? It's a unique question because a lot of folks think that operations are a necessary part of running a business, but. But how do I build one that actually helps grow the business?
- [05:32]
A
So every system that we look at, whether that's our database, our lead generation, or even from contract to close, the three things we're looking at is does the client feel safe, heard and informed? Those are kind of key concepts that each person wants to feel.
- [05:51]
B
Let's unpack these. So you started with safe. What does that mean?
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A
This is people's biggest investments most of the time. And there are a lot of questions, a lot of uncertainty. And I think trust plays into safe. Right. So we could say, oh, you know, trust, heard and informed. However, there's still past trust. There's that level of feeling safe. Feeling safe to have conversations with the agents. Feeling safe if a different team member is talking to them. I'm involved heavily in a majority of our transactions. And so making sure the clients feel like they can come to me for things is important and that truly we have their interest at heart.
- [06:31]
B
I love that. Yeah. I mean, I'm listening to you and I'm kind of checking in my head. I'm like, well, who wouldn't want to feel that way? But not just about real estate. The truth is, I think people want to feel safe and trusted in every aspect of their life.
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A
Yeah.
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B
It just happens so rarely that this is actually a unique way to think about it. Okay, then you go to herd. What does herd mean?
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A
Heard means making sure that anytime they ask a question or they feel confused about something, we always kind of want to leave that door open that we are going to listen to them. So examples of that is in our milestone emails that we do. One of the first ones that goes out is we tell the client we want to constantly hear from you. We want to make sure we have check ins and we kind of lay out the communication schedule with them to let them know, hey, these are going to be the opportunities that you're going to hear from us. But also we leave that door open of please let us always know how we're doing. Additionally to that is Closing the loop. And that is actually a term Julie came up with, yet it's just a great little verbiage. And closing the loop means making sure that every time you hear from a client that you respond. You never leave an email, a text message or a phone call not returned. You need to return it, even if it's, hey, I'm gathering those questions for you. Thank you for asking them. I will be back to you within X amount of time. And then anyone in the operation side knows you want to try to get back to them before that time expires. But also if you know you're not going to meet it, reach back out to the client and say, hey, I haven't forgotten. Because part of it too is making sure that the client, with feeling heard, knows that what they actually asked for is important also.
- [08:14]
B
I love that. Okay, and then we get to informed. What does that mean to you?
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A
Informed. So, and everyone takes this very different. And I use the disc profile a lot in this and a lot of people we work with are high Ds and high Cs, so they're not as high as I's, which is a little shocking. And the C's want to have all the information in the world and the high Ds just want bullet points. And so these milestone emails that we have created, they have bullet points at the very top that say, okay, here are the very important things that are coming up. And then in a different color and in bold it says details about upcoming dates. And that's when it starts getting really in the, some would say in the weeds. Yet it really informs the client of what's going on. When is earnest money due? Here are the three ways that you can, you know, do your earnest money here in Colorado. What does inspection look like? Do you need recommendations? We've had fun with insurance this year. So a lot of these milestone emails really inform the client of what's going on. And then we have follow up emails throughout the transaction that are constantly following up with the clients and then different milestone emails. So like when their earnest money is complete, we're like, congratulations. So we're celebrating them, we're so excited for them. And here's what comes next.
- [09:37]
B
So this framework, this safe, heard and informed, it kind of allows you like a compass to kind of sit with the systems you have and go through and try to decide whether or not you're hitting the mark. Did you go through a process like that or did you write all the systems with this in mind?
- [09:54]
A
Kind of both. This is the framework behind it. Yeah, basically what we did is we took every step that happens in the Colorado contract and said, okay, what are the key things that are happening? And the questions were constantly being asked, and if I was to put a flowchart together, how would that flow chart go of the transaction? And even when it comes to setting up auto plans in our database, especially for like incoming leads, we follow the same thing. We look at it from a flowchart of okay, how would we want them to progress on our eighth week? What communication should we have had with them? Already at that point is kind of where we're thinking. So we're always kind of trying to think down the road a little bit with everything, but incorporating these three things in the communication aspect and all these models and systems.
- [10:44]
B
And I want to start to get into individual pieces of the transaction. But before we do, I want to understand the macro. Are all these things manually done or have you built automations in the business that's firing the stuff off?
- [10:55]
A
Some of it is automated. A lot of our lead stuff is a lot of our transaction stuff. It is because there's templates set up. Yet I still have to manually go in there and actually put what has to go through. Just because every transaction is so different. And I think that's one thing too. When it comes to the safe, heard and informed. People are going to know if it's just a basic template getting pushed out versus if you incorporate them into the template, they're not actually going to feel like you're just another transaction.
- [11:26]
B
Okay, so I'm going to press you on this. You say every transaction is so different. Are they? Because I can look at an operations list from one closing coordinator and another one, and I got to tell you, they're written in different font and someone uses black ink and someone uses yellow ink. But the steps are pretty similar. So are they really different?
- [11:45]
A
I would say yes, because each person has a different goal in mind or emotion around it. And I think that's the key part of this. I actually was having a fantastic conversation with someone the other day and we were talking about some of the most successful real estate agents that I see have emotional intelligence towards their clients. They meet them where they're at. So yes, there's the basic steps, right? You know, there's 121 basic steps that happen behind the scenes for our transactions. However, it's understanding our clients to be able to meet that emotional need which rolls into the safety, which makes them feel heard and then we can really inform them based off of their disc profile.
- [12:24]
B
Okay, well, then let's start at the beginning, and let's use this framework because I think about the industry in a very simple pretense, which is I have to generate a lead, then I have to follow up with people over time, and then I have to transact. So let's stay with those three buckets. When we think about generating a lead, Talk me through how safe, heard and informed comes into that. And what are some of the systems you all use to generate leads?
- [12:46]
A
So one third of our business comes from agents, not local, which is agents around the United States, around the world.
- [12:54]
B
Wait a second. You're saying one third of your business is referrals from agents outside of Colorado, Is that right?
- [12:59]
A
Correct.
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B
Okay. What's the system you run to garner that many referrals? How do you do that?
- [13:04]
A
So we have a select amount of agents based kind of depends how big the state is. And, you know, where our database where we have people relocating. Once we make a great connection with somebody, though, they're added to our CRM as an agent. And on a monthly basis, they get a video from our team that's the tip of the month, and it's under one minute, and it's a quick blurb that we put in there. So this month was about mindset from Julie, and she talked about why going into the new year with a mindset is so positive. And then with that, we always say, you're northern Colorado and Estes park real estate team. And it's just kind of that replay, replay. And we have gotten a lot of people that are inside of our database, and they haven't directly sent us the lead, but they were like, hey, no, I know a team out there, and it's just once a month. And we make sure we text them on their birthdays to wish them a happy birthday, if we have that information. And then when we're at family reunion or mega camp, just making sure that we make a purposeful connection if possible.
- [14:10]
B
Okay, this is great, by the way. This is a simple system. Now, are the videos. Are you sending those out via, like, email? Is that like an email newsletter?
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A
No, we do text message. Cause one thing I have learned is real estate agents in their email.
- [14:24]
B
Don't say it. Don't say it. Yeah, no, we all know.
- [14:27]
A
Yes, we all know.
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B
You mentioned the word CRM. Which CRM do y' all use?
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A
We use brevity.
- [14:34]
B
Excellent. There's a lot of them out there, and I think it's always important that everyone knows what you're using and how you're doing it. Okay. So I'm gonna send the video on a monthly basis that's gonna give them a hint about their business. I love that. I'm gonna do birthday text if I have them. I love that. And when I go to big national events like Family Reunion Megacamp, I'm gonna connect. By the way, that leads to a Third that's like $10 million in volume that ends up coming into this thing from that source. I love that. Okay, what's the next source?
- [14:59]
A
The next source is past clients and past client referrals. So that's one third of our business also, and that's through client events and a 72 touch program that we run. And a lot of that is truly just having connections and really good notes. We really work on making sure that we call out of our CRM so everything can get logged. Jeff put that together right before I had started the team. And yet him and I, over the past three years, really have worked on making sure that it's kind of automated at this point to make sure the tasks are going off. And yet it's built such strong connections.
- [15:41]
B
Now, is there a particular client event that. It's the Bee's knees. It's the one that you would say crushes it for us. And is there a couple of special touches that you would tell us are unique and that you guys do really well?
- [15:53]
A
We really actually have two big events. One is coming up in two weeks. It's our happy hour. We rent a back part of a restaurant in Esses park, and it's always right before Valentine's Day. We get some heart chocolates on the table. There is wine that people can have or mocktails. And then we have all the food you can imagine in the world. And it's really a time for. Given our demographic of client two, this is why this works really well, is a lot of people in Estes park area. It's their second home. So it's a great time for the community to actually connect, to get to know one of each other. It has built committees for the library. It has made all these friend connections. And it's really just a time for everyone to meet and kind of greet and super simple. I mean, it is one of our easiest events.
- [16:45]
B
Now, I gotta ask, why do it in February? Like, is winter a weird time to do it? Or is that when your season's hot and all the people are in town?
- [16:53]
A
So our slowest season is actually during everyone else's busy season. Q4 ends up usually being One of our biggest quarters, just because we have a lot of people, for tax purposes, moving on houses. And summer is just quieter because everyone is traveling. Their homes are usually being rented out for the summer, and they're making good cash flow, so they don't wanna sell.
- [17:15]
B
Love it. Okay, and then as far as the Touch program, any really cool touches that y' all are doing that we need to know about?
- [17:20]
A
Yeah, so we do run a. So we have our quarterly phone calls, but on top of that, we have a quarterly email and a quarterly text message. And that's kind of how we help with that 72 touch, reaching that number. And the text message is what usually people will resp. So they were like, oh, my gosh, I'm so sorry, Julie, I missed your phone call. You know, we'll have to connect soon. And a lot of times, then it rolls into naturally setting up a dinner or a coffee. The team has a goal every week to hit one of those.
- [17:51]
B
Okay, I'm gonna get back to that in a minute. What? Give me an example of what these text messages say.
- [17:56]
A
They're super simple. The one for January was, hey, happy January. Any big plans for the new year? When are you planning on visiting Estes Park? I mean, it is so simple.
- [18:07]
B
And now, are you sending these from Julie's cell or from Jeff's cell? Or are you guys using a Google voice line and running it through Brivity? How do you do it? It's weird, right? If I don't know who's texting me, it's weird.
- [18:18]
A
Yeah. So it does run through Brevity, and it automatically will push based off of their week that they're on. So we had to do this whole staggering thing. That was fun.
- [18:27]
B
No, I get it. All right, gang, if you're going to do anything like this, make sure that you follow all the TCPA guidelines, all the rules, run compliant businesses. I'm not just asking you, I'm telling you. Okay, so I love this. What's the last third of the business?
- [18:40]
A
So the last third of our business comes from a Facebook group and our YouTube channel.
- [18:46]
B
Get out of here. What's the. Okay, tell me more about this, the Facebook group. What's the genesis of that and what are they doing there?
- [18:52]
A
It's called Everything Estes Park. And what happens is people obviously find the page because they're looking on Facebook for information about Estes park before they visit. And we approve everyone that joins the group, and so we can see if they're local agents or not, and we are able to then post our YouTube videos inside of there. But when they join the page, we ask them a question if they would like a market report on Estes Park. And when they click yes, it asks them for their email. And then they go right into our CRM and then it gives me a bunch of tasks to make sure that they get hooked up onto the market reports based off of maybe what they're looking for. And then every 91 days to have a phone call. And then they go on to our on met plan as well. And that has just curated so many relationships. And I mean, again, one third of our business.
- [19:47]
B
Well, how did they end up there? Because if I go to Estes park and I'm just hanging out, how do I have any idea this group even exists?
- [19:53]
A
So we do have an office on Main street, so. So we have QR codes in our display box outside and they'll take them to listings as well. Just depends when they're scanning. Yet a lot of people just find it naturally on Facebook because a lot of people, they're looking for like a vacation home or they want to know something. A lot of people too, they get married a Vanessa's park. And so someone gets in the group, they find it and they're like, hey, I'm getting married up there and I'm looking for a baker to make her cake. So that's just kind of the group I want to say is over 30,000 people in it now.
- [20:31]
B
Wow, you're kidding.
- [20:33]
A
I think Jeff runs the actual Facebook group himself.
- [20:37]
B
When you say Jeff runs it, what do you actually have to do other than get people there in order to have a good group?
- [20:43]
A
He just basically approves people will approve the post. We do approve that because we won't let a lot of posts actually go up. It's a kind safe environment for people. And then that way he can make sure it gets pushed to the CRM for me to start doing the other task after that. And he just monitors comments and stuff like that and then post once a week our videos.
- [21:10]
B
That's such a good idea. And you mentioned that there's a YouTube channel. What's that set up for and how does that work?
- [21:15]
A
So our YouTube channel. A lot of people that go into everything. Estes. We will post our videos that we do every Saturday. So today our video that went up is about the Cherry Company, and that is a staple for Estes park in the Loveland area. And we interviewed them, and that is just a fun way for people to feel connected to the community, get to learn the insides of these businesses and help us be the local experts. Well, what happens is, is after they watch that video, they start going through other videos. Before you know it, they're watching the video of. Here are five things you need to know before buying in Estes park.
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B
And how do you funnel them watching a YouTube video into actually becoming a lead? Do you give your email address at the end of the video? Are you filtering them to a website? How does it actually. What's the call to action?
- [22:03]
A
It does depend on what the video is. A lot of times we're ending with if you would like to learn more about buying a home, click here for our buyer guide. And what that does is it takes them to a link that makes them give us their email, their phone number and then we're able to capture that information and start a follow up process and they get a. Depending what guide it is. We even have a relocation guide that's about done, that's going to be 33 pages long. And yet these guides are kind of how we're capturing those leads to know if they're actually serious. So you know, some people might watch it and we might not capture everybody. Yet a lot of people end up going on and clicking on that link because they're like, oh, I'm curious, what does it take to buy a home up here?
- [22:44]
B
This makes perfect sense to me. So you just crushed lead gen and follow up very succinctly. So now I'm into transact and I'm going to let you highlight five or six hacks when it comes to transacting that. You know, how people feel safe, heard and informed. But I want to start specifically with this cadence of communication that you have and these updates emails because that seems to be happening no matter where they are in the transaction. Is that right?
- [23:11]
A
Correct. Yeah, the milestone emails are absolutely pertinent to what we're doing.
- [23:15]
B
Okay, so what is a milestone email and then what's the cadence we have
- [23:20]
A
depending if it's cash or loan? I'm going to stick with loan on this one. We have seven milestone emails and that's just basically when you look at the Colorado contract where the big things actually happen. We have earnest money, we have inspection, we have title work, we have due diligence, we have appraisal, we have the clear to close and then we have closing.
- [23:40]
B
By the way, gang, for most of the planet that's what you're going to have. Leave it to a few states, our friends in California, at a whole lot of other steps. But by and large we all get this. So step one is go through my contract and figure out the dates that affect both the buyer and the seller. What do I do next?
- [23:56]
A
The next is just the welcome email, right? We could just absolutely vomit everything on them of like, here are all the 121 things that are going to be happening during the transaction. And that's not what you want to do. You want to inform them about what is really going to happen within the next 10 days. The first 10 days. And we even put it in the email. We say, you know, the next 10 days there's going to be a lot of communication and you're going to feel like you're hearing from us constantly, because they are. I mean, usually at least two emails a day from just me and then multiple conversations with either Jeff or Julie. And the email basically just walks them through, you know, the most important one, getting their deposit, earnest money in. And then we go into the inspection, and then we actually asked them for a preferred closing time right there and then. Because when I first started as a director of ops and was working some transactions, we would get really close to closing and there wasn't a time that worked for anybody and we would have to find a different closer. And it was just causing a lot of chaos, honestly. And I was like, okay, that has to go in our first email because I want to know what time they want to close. And so we're scheduled 30 days before we're closing.
- [25:07]
B
I think that's great. I think that's a really smart hack. The way these milestone emails are set up, is it big info on top and little info on bottom? Is it colorful? Is it bright? Are there pictures? Are there videos? Walk me through what it looks like.
- [25:19]
A
Yeah, so at the very top of it, we just kind of have a blurb like, congratulations, you know, you're past the biggest milestone inspection. And then we have a little blurb about, like, you know, depending on what was concluded through inspection, if there's resolution items. And we're like, hey, these are the things that are going to be done before closing. This is when you can expect to see the receipts. Because then a lot of people feel like they have to email us and they're like, are the inspection items done? And I'm like, okay, no. Three days before closing, you will hear from me again with all this information. So I'm already putting their mind at ease, which goes into that safe factor. Then we do quick bullet points. This is what's coming up next. So they could quickly look at the email and go okay, cool. I need to make sure my insurance is set up and I need to make sure the appraisal is done. And then from there we go into depth about what those things mean. If the appraisal's already scheduled, what that looks like, and then at the end we ask if there's any questions.
- [26:16]
B
All right, give me your top three hacks, tricks or secrets to awesome transacting.
- [26:22]
A
The first one I always like to bring up is when you have a transaction where things actually don't go quite as right or you felt like there were some things that were dropped.
- [26:31]
B
Every deal I've ever done. But go ahead. I love this. You're talking directly to me on the people's podcast, so this is great. Yes. What do I do?
- [26:38]
A
Sit down and ask yourself what system or communication would have avoided that? And that is just something that we look, even when a deal has gone super well, why did it actually go so well? Because part of it might be you. What ended this one extra step that created such an experience for that client. Just this past Friday, Jeff and I are going to sit down on Monday and go through our list, our prepare for list, because there were three things we did when we just brought a bunch to market was the first time we had that many go hit the market at once. And we're like, okay, like this needs. These three things need to be added to our checklist. And what's the communication around that? And so it's constant and never stops. And don't let it stop because your system will become outdated quickly.
- [27:25]
B
I love that. Number two.
- [27:27]
A
Number two is a Friday update. So I personally don't like to be bugged on Saturday and Sundays from clients. And yet they have my personal number. So if they really want to get ahold of me, they're going to get ahold of me.
- [27:39]
B
Gang. What you don't know is that we're recording this on a Saturday. It's the best part of the conversation. But go ahead, Savannah. I forgot I should have asked. No, no, no, no.
- [27:47]
A
I'm like that. I don't mind anytime on that. But honestly, it's just that way I have time to focus on my 3 year old daughter. She plays soccer and all this stuff and I want to be present for that. And clients will bug you at any point. So part of that is on Friday morning they get an email from me that says, do you have any questions before we enter the weekend? And I make sure that is out before 9am so that way they can get back to me before noon and by 3 o', clock, if they have any questions, it's resolved. And a, they're not waiting all weekend to wait for Monday to hear something back. And they have a list of, here are the important things coming up next week as a reminder. And I'll put in my notes as well, like, hey, you know, I reached out to the agent regarding this. I should hear something back on Monday or Tuesday. As soon as I hear something, I will let you know again, keeping them informed and making sure they were heard when they had asked those questions.
- [28:42]
B
All right, last one, what do you got?
- [28:44]
A
The last one is reviews. So part of it at the very end is just letting people know that you can work anywhere in the United States and asking for that review. Those are two things that are part of our closing email that I haven't seen anyone else do. And then of course, they have a lot of questions. They're like, oh, your team is everywhere. And I'm like, no, we just have really great connections around the United States. So if you have a friend or a family that needs to do something in Mississippi, we got somebody.
- [29:14]
B
I'm blown away because if you thought about it, there'd be no need for any lead generation if we would refer 100% of our clients to other real estate agents anytime they moved. So you'd either be representing someone or referring someone. And in the end, if we were really a close knit group of real estate professionals, we would have that unlock and no one would find their agent on some online source somewhere.
- [29:41]
A
A big part of that too is even when we're in the consultation with people, especially with sellers, we're like, okay, where are you guys moving to? And they'll tell us. And I'm like, well, do you have a trusted connection? And most of the time they say, well, I've been talking to an agent, but if you have someone you trust, that's the word. And that's the word. And that is. We had quite a few outgoing referrals last year that closed that were just joyful when they showed up in the mailbox.
- [30:07]
B
The teams that track incoming referral checks are the teams that end up sending a lot of referrals. And it's the greatest thing in the world because when you refer somebody to another trusted real estate agent, then you're not the one showing the houses, writing the contracts, negotiating the inspections, taking the call, sending the Friday updates, sending the text message. You're not doing any of those things. You're simply referring and then waiting for a check to come in the mail.
- [30:30]
A
Yeah.
- [30:31]
B
And that is a fantastic thing. So I love that. Okay, I want to switch gears and then I'm going to let you go. Here's what I want to know. You're an incredible educator and I want to thank you for doing it because I have seen you teach and I've heard others that have taken your courses and you teach a course called Quantum Leap, which is a gift that Gary Keller wrote and then gave the industry. So I want to know succinctly, number one, why do you teach it? And number two, teach us your favorite quick lesson from it.
- [30:59]
A
First off, I just want to thank Gary, honestly, because this class changed my life. I had the privilege on being on a panel last year at Family reunion to talk about this as well. And I try not to get teary eyed when I talk about it, but it, honestly, it changed my life. I took it many years ago, but taking it well, 19 months ago now was where it changed my life. And partially because of the mission and fully understanding it and why it actually connected to me. Part of it was I was actually struggling with my mission on a simple word. And I had Jesse Coleman sitting at my table. He was the coach for the second day in ql. And he said or I leaned over and I was like, I just, I can't connect with my mission. I was like, I know that this excites me, but I'm like, I can't get there. And I really didn't know how to explain it. And he started walking me through a word exercise. And I realized the word was confident. And that was something that I had lacked a majority of my professional life, being a new mom. And once I unlocked that word, I knew that I wanted to build other women and other moms with confidence and honestly, anybody. And that's when I knew I had to teach Quantum Leap. And one of my favorite lessons inside of there, besides walking through the mission statement, is balanced. Because I think it was such a thing that I would see, you know, these, you know, mega agents on the stage at family reunion. I'm like, how are they doing all this stuff? And I realized balance isn't real. It just isn't. Everything doesn't matter equally. And that's a section we talk about in Quantum Leap. And a little spin that I've kind of taken to it is that I think people don't strive for balance. They're striving for rhythm. And I have found my rhythm. What I do in my morning works for me. Wouldn't it work for everybody? I get up at 4, 15. And that's honestly how I start my day. It's such a relief. And it's funny now because now I get asked the question, oh, how do you do it all? On top of, you know, being a director of operations, I run a transaction coordinating team that's in seven states. There's 10 of us, including myself, that are on that. I'm a event director for women's consult. I'm a mom of a three year old and I teach. That's a lot of things to go on. And yet every day not everything matters equally. And I don't strive for balance anymore. And if I'm gonna fail at one thing, I'm gonna fail at it with my full heart in it because I'm gonna be focused on the other activity. Meaning when I'm teaching. Yeah, I'm failing at home. I'm not home with my daughter. I'm not there with her. And that is okay because I'm giving 100% to what I'm doing. But when I leave what I'm doing and go home, I'm going to 100% be there and fail at everything else. And that's okay.
- [33:45]
B
You're so wise. You're like a sage because that's 100% accurate. This idea of counterbalance and that I'm going to give my full attention and focus to the things that I'm doing and not feel badly about the things I'm not because I get to choose whether I do those things next. It's such a freeing way to think about the world. And I feel deeply sad for those that wake up every day and feel deficient and somehow have not taken responsibility for that feeling. Because in the end, we get to choose and choice makes us so unique. Savannah, I love your heart. I love your mission, and I love the fact that you've decided to become an educator and you are taking it to the masses. So I think it's awesome. And here's the last thing I'm going to tell you. I've heard a lot of people talk about the models and systems that propel their teams. What I don't always hear is the level of caring behind it. It sounds very clinical oftentimes when I hear it. And there's a warmth that comes out in the way that you discuss it, which makes me understand exactly why safety was the first thing that you mentioned and why it's so important for these people to feel heard and then ultimately informed. I think it's brilliant. Thanks for joining us today.
- [34:56]
A
Thank you.
- [34:58]
B
There's a clarity there, gang. Admit it. There's a clarity there around her systems and models that run that team that Jeff and Julie have built that you might not have around yours. And it's okay. The danger, though, would be not being willing to admit it and not tightening up those systems. And it begins by having this compass, this idea, this vision for what these systems are ultimately going to have the client feeling like. Because if you just build systems that close something the most efficient, you may have missed it. So she looks up and she says, and it sounds so organic when she says it. I want them to feel safe. I want them to feel heard. I want them to feel informed in every single step of the relationship. And those three things live and breathe. They become the watchwords of the business. And the thing that I love about it is not only does she know the words, but they know Julie and Jeff and Savannah have defined what those words mean. Then when you look at their business, it couldn't be more simple. And by the way, that's how you know you're in the company of a genius. Because everything naturally wants to become more complicated. But the best things are always the most simple. A third of the business by agent referrals. And keep in mind, there's only three things they're doing there. They're sending the video, they're sending the birthday text, and they're meeting with people at national events that Keller Williams provides them. They're going to get their unfair share of past clients and referrals. They're going to run a 72 touch program. But keep in mind a quarterly text, a quarterly call and a quarterly email knock out a bunch of those touches before they start. And then a third third of the business from the Facebook group and from the YouTube channel. And that makes all the sense in the world to me because when you come to an area that's predominantly second properties for folks, they need a place to congregate and get information. But I think that could work in any city, usa. Then you unpack and you listen to how clear she is about the hacks for each steps of the process. I'll tell you the one thing that I won't forget and I'd use AI for this. Write your emails so that they appeal to both high Ds and high Cs. You have someone who wants to go fast and you have someone else who wants to get deep into the weeds. And you don't find a way to have both of them feel fulfilled. You will not have all your people feel safe. Heard and informed. I'll put it to you this way gang. They wake up in the morning and they audit their systems regularly and those systems force the business to grow. When was the last time you audited all of yours with the watchwords of your business in mind? That's what we should be doing. Go forth and do likewise. If you're enjoying this podcast, I want you to click the subscribe button anywhere that you get your podcasts. We want to be the voice in your head every single week and every week we're dropping new content. We also send out a newsletter at the conclusion of every show to make sure that you you get the highest points in the models and systems that were discussed. So if you want to sign up, I need your name and your email address. Head over to themillionaire agent podcast.com millionaireagentpodcast.com Enter your name and your email address and every week that newsletter will be in your box. Friends, you just went on a journey. I hope that what happens between now and the next time we meet is absolutely wonderful for you. You. Thanks for listening. I'll see you next week.
- [38:25]
C
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