Ep #70: How a Busy Mom of Four Funds 299 Loans

In today's highly competitive mortgage industry, building profitable relationships with the real estate agents is essential for success. However, finding effective ways to secure agent relationships can be a challenge. With so many mortgage loan originators vying for the attention of real estate agents, it can be difficult to stand out and establish meaningful connections. Our new case study featuring loan officer Chris Cogill is a must-read. Chris has closed a remarkable 36 million in funded loans from agent referrals. And in this case study, he shares his proven strategies for building strong relationships with real estate agents and leveraging those relationships to drive more business. To get your hands on this resource, head over to LOKestudy.com and download your free copy of the case study today. You'll find actionable insights and practical tips that Chris used to close 36 million in funded loans from agent referrals and how you can too. Don't miss out. Go check it out right now, visit LOKestudy.com and download your free copy today. Mortgage Marketing Radio Brought to you by the Mortgage Marketing Institute, your number one source for truth in mortgage marketing. Hey, it's Jeff Simphur, welcome to this episode of Mortgage Marketing Radio. So glad you tuned in to episode 70. That's right, 70. If you've been with me for some time, thank you so much for being here. If you're new, welcome. Welcome. Check us out. If you like what you're hearing, leave us a review, iTunes, Stitcher, depending on the device you're listening in on, obviously as iPhone users, you can pick this up on iTunes, Google Play, Google Phone users, you can get it on Stitcher, MOTSA different ways for you to hear this. You can hear this over on the blog at mortgagemarketingradio.com, lots of different ways for you to get access to this wonderful podcast. If you ever need to reach out to me, you can. This is my email address info at mortgagemarketinginstitute.com. And as you know, I always appreciate your feedback, particularly if you want to leave us a review on the inner webs somewhere, you can do so. And as a thank you for that, I will send you a little swag. You know, these things have been getting a lot of positive feedback. And if anybody's listening to this to tell you what, here's what we're doing again, right? We're giving away a free coaching call for taking a selfie of you with your mortgage marketing radio t-shirt on and post that on Instagram or Facebook, you know, pick your preferred so-from maybe a platform of choice, just tag me, right? Either tag me personally or tag mortgage marketing institute and let me know that you've taken that picture and I'll give you a free coaching session. Not only that, but for an exchange for your review, your positive review, right? Send me an email. Let me know that you left the review, which you're mailing addresses and what you preferred t-shirt size is, and we'll get that out to you as soon as possible. And let's see here, just so you know, David Brown, yeah, we just exchanged emails the other day. So I'm giving you a shout out again, David, I'm wearing that t-shirt, why don't you do the selfie post, David? It's yourself a free coaching session also, but I've got some others recently posted as well. All the way from the UK, actually, we got a listener the other day from the UK who reached out to me. That further ado, let's get into this week's special guest, very honored to have just a wonderful person and overall great representation of what professionalism looks like and excellence in the mortgage industry, none other than Heather, Beaumont, Cornerstone, Home Lending, in Oklahoma City, Oklahoma, and Heather is just, you know, superstar, superstar. Give you a quick rundown, 2017, 2017, her stats were 299 families helped for a total of $67 million. So, and she's a busy mom of four, right? Her kids ages, two, four, six, eight, who do we appreciate, Heather, Heather, that's right. So Heather's a busy mom of four kids. She's running a team of multiple people on her team. She's doing mega production, helping lots of families, 299 families. She's actually just retooled her business to take on additional growth and scale. And I'll tell you, this is one smart lady. And you can learn a lot from this episode. Take notes. We're going to dive into how she structures, obviously, her client customer process. She is a believer in delivering excellence, you'll understand what her methods are for managing her day, for managing the client, referral process. She's recently got into doing some videos and social media, and you'll hear what the impact of that is on her business. And just a great conversation overall and a great look into, you know, somebody who's running a class act over there at Cornerstone, Home Lending. So without further ado, let's get into this week's show. Hey Heather, welcome to the show. Glad to be here. Thank you so much for carving time out of your extremely busy day. I know you've got a very full plate. And of course, in the formal intro, people kind of heard the formal intro and overview about who you are. I mean, you know, if my stats were correct, you're the number one originator in the state of Oklahoma, the top 1% of the U.S., I mean, just doing some mega, mega numbers. But if it's your version of who Heather is, what's she all about in this mortgage space? I do have to make a correction there. It's actually number two in Oklahoma, Cody Hardridge in my office is currently number one. He did beat me this last year. Oh, yeah. I am getting foreign this year. Nice. Nice. So you got your sights on him. Oh, friendly competition. Uh-huh. Yeah. Cool. So how long have you been in the business? Anyways. Has it been 15 years this April? Okay. 15 years. Yeah. And, you know, it's funny, as you know, when I've talked before I hit record, I don't necessarily show up to these conversations, like, script it because I think I like the more organic nature they take. So sometimes, you know, a thought just pops in my head and I'm curious, 15 years, I've talked to you now a couple of times, you still seem to be very passionate about this business and I'd be curious to know, you know, why that is if you're really, if you have a very clear why associated to, you know, you in this business. And you've thought through the why before, and though, I guess the part is that I've been able to pinpoint a balance just, I love excellence and I'm passionate for excellence. And actually, Cody, who I mentioned earlier in our office, he's always giving me hard time. And since he's gotten better at this, he's always been a hard time, he'll come in and say, hey, what's your, what are your numbers for the month? And I'm like, I don't know, and just because I, I'm just, I guess, I'm just kind of, I'm focusing on the excellence, just cranking out the excellence, taking care of our role partner, taking care of the families that we get to serve and always looking to make it better. He's always looking to make the experience better and that's fun to me, that's just what drives me. I do love the numbers, like I love seeing the numbers, and that drives me to just a different way, because for me, I hit that excellent bar or that level of excellence when the numbers match up with it. And so for me, I just, I get a lot of drill out of that. Is it more about focusing on excellence in that, in the process and the numbers will take care of themselves? Exactly. Yeah. Yeah. Let me get to your own quote. Yes. I hate it. I might have, okay, I borrowed from Jim, got to like that when you're, you know, he's a great one of our from. Certainly. So, so what are, what are some things that stand out, stand out about you, you know, your team that would illustrate, you know, a more than an exceptional process. More than an exceptional process, like specifically what do you mean? Yeah. So, I mean, I know you've clearly architected your customer experience, right? Let's just take that for a second. We'll, we'll continue. Absolutely. Yeah. So, so maybe articulate a little bit about how you really create that wild factor, that, you know, how you architect excellence when somebody chooses to go with you for a home loan. Mm-hmm. Well, I'll start from that first column and my team is, you know, normally taking that call and just basically kind of welcoming that family and congratulating them. And you're working with so and so fantastic, they're a great agent, they're a great resource for you, just do that cross sell back and just confirming that and we're referral only. We don't purchase leads or anything like that and so we know who our clients are when they call in and then taking them through that prequel app process and same day answers. My team is, you know, we call everyone Mr. and Mrs. so it's just a level, a respect from the get go and then I'm coming in more like level playing fields with first names and so it's just a good blend of that old fashioned respect with friendship, relationship at the same time. And so we try to blend those two and really just rolling out the red carpet and we follow the same process every single time and there is just a spirit of we're going to do whatever it takes and every family is important. And so whether they're a first name home buyer or you know they're buying their tent home and they're moving up, we're excited for all of them and I hope and I believe that those families and those individuals can feel that and so we're excited with them and something we always, we regularly refocus on or regularly focus on is that this is, we go through this every day and we never want to lose sight that this is something special for them. I actually gave an illustration to my team a couple months ago and it stuck with them. I was taking my children to the Nutcracker and so it was during that that time period and I was just thinking you know we don't want you know when you tell this excitement to go in a ballet and say you're going to you know the second or third elapsed final night and you show up the ballerinas have been through two weeks of performances already. You're excited this is your first performance and you're going you've booked out the night you've gone a dinner before you dressed up and you're there and the ballerinas are tired. No one wants to show up and see a tire ballerina. This is our night we're excited and we don't know that this is their you know 26 performance in five days or whatever and it's a no one wants to show up and see a tire ballerina. So no one wants to show up to the moment in corner shown to our ballerinas and so just having our game based on for each and every client and being excited with them and excited for them. So you have a sign up in your office yet no tire ballerinas. We need one. I think it's a great idea totally doing it. So that's just going to get go and then we take that feeling all the way through the process and just miles done miles and just point we try to keep you know it's a very you know the mortgage process can be very transactional and it is a transaction and we try to put as much personal touch in it as possible and so that's a fun experience. You know they're buying a home and they trusted us to help them with that which is a huge responsibility and an honor and so we want to make it fun and exciting with them. So I love your illustration of the tire ballerina I totally get it. I think it's a good one but I'm curious about is how you how your team lives that every day because we know we do get some tire ballerinas on the team and so you know what's the process or the system or the self-check or is it like the whole team spirit with you know other people will pull others up how do you ensure that that performance is on right every because you're doing you're helping a lot of families every month so how do you maintain consistency? I think it's just a team culture and how we maintain that and just constantly focusing on the vision through you know we do one-on-ones every other week I'm a UDH team member and then we do team meetings on the opposite weeks and just constantly just focusing on the vision and it's very we read books together we do we call it leadership lit in our office and so our team participates as a group and it's always very you know always on improving you know being positive and it's just a very positive culture in general and so yeah so one day someone does have the entire ballerina day or is you know author game the others will pull them up for sure and we've actually talked about that in the past how we love that you know no one everyone's a lot of not day obviously but everyone else is going to pull them back up that's awesome that's great that you could build that culture with the team I find that very refreshing and I'm sure you're you're well aware that that's probably not the norm in the industry would you agree? No I'm aware well I know a lot of people I know there's a lot of great yeah there's a lot of great teams out there and yes I'm aware that it's probably not the norm. No I mean it's very very productive yeah I mean you have a unit you know okay so your situation is you know you you know obviously are a you know a top producing large volume producing originator you've got your team by the way real quickly give us a run down on your team who's on your team what's the makeup? So I have a double size of my team this last year and it's completely for preparing capacity for growth this year and so now I have and we call them client specialists they're on the front side of the process so client first calls in they're the ones and you're starting the process doing the appointment with me take them all the way to contract and then I also have two loan analysts so they're the ones you know doing the stamp of approval checking tax turns checking income documents and basically going through the pre-qualification and then I have some contract to close I have two closing coordinators so in the past I've always had one in each role and I've the past few years and this last year I went to double in each role and that's been really fantastic and then I have my processor and then so your main function is what how to describe it? So this last year I made a little bit of a shift and I haven't really found a model I couldn't really find a model that's doing this and I shifted to really the role of the ambassador on the team and so I primarily focus on three things and that is my team just team leadership building my team meeting my team my referral partner relationships and then clients which my main focus there is going to be some touch points during the actual process and then our funded families just reaching out to them and keeping in touch with them so those are my my three things that I focus on and then really everything else my amazing team and it's spread out throughout them and so my role is to truly just be the ambassador of the team leave the team and make it rain okay great and what I was going to talk about earlier was you know for many people listening to this they have the more traditional setup where you know they're an employee in a you know mortgage company and they have a L.O.A. that's probably shared and you know I'm hearing you're awesome story of you know the no tired ballerinas and building this culture with your team and it just struck me that there's probably some listening going you know well I mean that's you know I couldn't do that or my L.O.A. is awful you know what I mean and I don't know if you have you run into resistance did you ever have to you know change the players on the team or have you had people on board ever since the beginning oh yes it's been perfect since the beginning no I definitely I definitely ran in and you know it's been oh I would say a couple years ago I went through and just a rebuilding of the team I kind of got to a point where I don't know just I'm gonna do this I am gonna do it you know how I want to do it and I want to do things at a level of excellence and I want to do things all out and and so I did have a redesign of the team and so this last year has been I mean one totally a building year 10s of in the trenches with my team and essentially trained an entire new team I had one one team member that's been with me for years and years and also my sister yeah and then and then everyone the other amazing ladies they've been with me oh a year and a half an under and so I'm only one of them had she a title experience and then one was actually already at cornerstone and she was in the operation side and so I kind of stole her I asked politely and they blessed it so yeah it's been very much a rebuild by design and it's been a lot of fun it was a hard work because it's been you know when you build from the ground up when you're just starting out that's one thing because your volume is growing with your team if that makes sense where I was already at these high volume numbers and so is rebuilding a team in the midst of that that's tricky so just maintaining numbers and maintaining performance and and taking care of all of our four partners and I've been just incredible and you know which is amazing and so just continuing with that so it was kind of fun yes kind of fun and I think so I assume you have some if you're gonna hire somebody on the team you have some some screening you know pre-hiring criteria whether using assessment tools like discs or things like that to make sure you've got the right player on the team those kind of things yes yes and we have an inner office we have what we call a talent manager is if he does the pre-screening and it hasn't always been this way and this has been passed probably two three years and he does the pre-screening I tell him you know I meet within and I tell him exactly what I'm looking for and then he'll bring me like if you guys are on the bench already he'll bring them up to me or that's who we'll start looking for and then after he's met with them oh like initial test initial phone interview and then I think initial person interview then they meet with me and and then I had the final choice because it's my hire so that's made it a lot easier by the past when I was doing it all myself I would do yeah initial you know distesting some intelligence testing things like that and then we toss we test for positivity like we want we don't want me sorry we don't have any downers so any downers knows our grades none of that you test for positivity short for that you ask questions and how they respond yeah just they're on some soft bottles you know um you want to see how they answer you know if there is solution oriented you know focusing on how do I make this happen versus right um like I read that exactly you know or why they left you know why you know what they didn't like about their last employer you know see if they grab that and run with it um things like that kind of here yep where they're coming from and yeah well I want to go back for a second to the red carpet rollout process you have um is your process for working with a new family a new borrower is that documented for your team it is yes okay that's great for those listening that is a insider secret right there okay I'm serious I can't tell you how many people I talk to or they're like yeah well my loan off of the yellow is not following my process you know the perfect loan process and on they're not I'm like well is a doc is it written down are there you know checkbox milestones you know do you guys review that so it sounds like you're very intentional uh about the process happening at every step yes absolutely I mean literally it's like um you know my husband Brian Boehmore he uh had an analogy I had a ballerina analogy he has mouth trap analogies and he built our basically the initial system uh of our client experience and he'd said I want to build the best mouth trap essentially um and just this an assembly line basically a high level assembly line where you're just putting together the most incredible experience uh yet it happens that way every single time um and everyone feels you know known and appreciated um anyway hmm okay good stuff all right um yeah I'm just very curious you know when you talk about red carpet people are listening and they're thinking themselves well but what what does she do I mean you know how do I'm how does she handle hey you know what's your rate today and stuff like that so I'm having you know I'm having a sense of who you are you're probably um structuring or use the word again architecting the conversation so that you you and your team are in control and you're not getting taken down that rattle of price price right absolutely we're very high-trust based um high-trust methodology and so we will um you know some of calls in yeah and I used to get pretty I used to take it personally you know one of the four agreements don't take things personally and I used to get offended when people would say hey what's your rate or you know whatever maybe you have a great job of question you see me and we kind of worked up about it and I realized why am I offended this is not um this is really all they know to ask you know there was not a special class they went to learn how to get a mortgage and so really only that's like you never told hey ask what their rate is and so I would just turn that and just direct them a different way you know hey oh they yeah they've been great you know they've been low fours mid fours paying on a day now would educate them on the market have just touched on a little bit so that's the satisfaction wherever I do touch on it a little bit just then satisfy them and then I'll basically shift you know shifted subject or changes subject tonight and changes subject I'll just shift and go into you know you start looking yet you know I see you working with Karen that's amazing how did you how did you meet you know she's fantastic so many of our clients have worked with her and she's been an excellent resource you'll really enjoy work with her and then just kind of continue through the conversation and then when the time is right you know really the next best steps for us is going to be with what I call your big picture information you have a few minutes to go over that fantastic is it going to be just you on the loan and then go through the loan app at that point and so we spend a lot of time I call it soft skills we spend a lot of time on soft skills and stripping and we do we used to do it in the building period we did soft skills every single week and now we do every other week and just scripting and scenarios and any scenarios I've come up we run through scripts and not scripted in those like the robot sense scripting as in we want to have you know excellent things to say and there's only so many questions out there that you can ask about mortgages and so just having the best answer so just running good so the whole team is very well scripted I love that so if I heard you correctly you're meeting with your team every other week I think I heard which to go over those scenarios and make sure that you're you've got an ideal response based on that scenario correct nice and if there's like and that's the time for them also to bring maybe new questions that have popped up like hey I've been getting asked this a lot with you know what's the best response of this and we can talk through that and then come up with the standard response yeah I know you're familiar with the law the dress rehearsal as am I and yes it's so so smart that you've got to practice right I remember it back in the day the other one I back in the Tony Ram's days was you know what you practice in private you'll be rewarded for in public and so to those listening right now if you're challenged with how do I deal with the questions I get from prospects or leads how do I overcome the what's your rate how do I it's you've heard it right here from Heather herself by practicing what to say don't ever not be prepared right to have the answer to the 10 most common questions we all get every single day you should have well scripted answers designed to deal with those and then as you said you shift and get back to the direction you want to go exactly love it love it okay cool so you mentioned earlier your business is 100% referral only right yeah all right now I was curious then because I know you're smart and I've seen you I've seen you recently you recently started doing video right by the way great job great job love it especially the video you did on two things to consider with rising mortgage rates I mean you only did that two weeks ago and you got almost 4,000 views of that already so yeah there's two thoughts I've got here I mean because on one hand you know there's a lot of as you know conversation around the whole digital mortgage consumer and you know this this are we forever going to be reliant dependent upon the realtor for those referrals and at some point right the savvy air quotes mortgage originators going to go consumer direct because social is a platform we can do so I'm just wondering if you know what's behind the video thing is that just been on your radar for a long time or to tell me about that it's been on my radar and when when I kind of shifted to the ambassador the team that's one damn pit at the top of my list is I want to start doing videos and really the main reason was because I mean we work work with a lot of referral partners and just time wise I wanted you know getting on the phone with for partners and chatting with them I noticed that conversations they they can tend to go on which is fantastic that's what you want and because I'm doing you know I'm doing business with friends now basically not everyone necessarily at friend level not everyone 100% of the friend level yet we're getting there and so I want to work with people I enjoy working with because it's so much more fun that way and with that our longer conversations when I'm doing you know referral partner calls just to check in and so if I was able to check in with everyone one week how was it how can I connect you know still have that connection with them and feel connected and that's when I was like yeah I've really got to start doing videos and that way they still feel connected to me even if we weren't able to chat that week or chat that last couple weeks and you have like your different levels of referral partners and so want you know that kind of that last year they're still important and maybe you don't get to talk to them as often and so again you still want them to feel connected to you and to feel oh still have you as a resource so that was part of it and then also kind of a byproduct of that has been just clients and you know funded families just then be able to see it and stay feeling connected so really the whole purpose of it was to put good information out there and well I guess it's too too full purpose and good information out there for the connection purposes with our realtor partners which in turn also help our clients stay feeling connected and in the second part was to give my referral partners ammo to help their business because I know they're in the trenches every single day and they're the ones out there lead generating and I mean that's a lot of work so I want to do my part in giving whatever I can to help them just put more you know ammo in there so an example of ammo would be this one video you did which is shown by now or wait till next year that'd be an example of a video the real so when I yeah when I'm thinking of content um just really the hardest part of the video thing I don't mind getting on camera it's the content part and because I'm assuming way so I'm getting on there my my thought process is you know what what would help my realtor partners you know what what can they share with their clients to help you know lead them or convert them and so that's my my thought behind it when I'm creating the content and then I also do a mix it up with um of kind of inspirational lifestyle type stuff and um and that's just to share basically what I've been learning business advice you have tips and tricks uh things like that so you mentioned your comfortable on video so you didn't have any of those uh you weren't afraid again in front of the camera like some are now and I think part of that has been you know I've heard different people say this is the number one day you can't you know what I'm just gonna go over myself and just do it it's gonna be fine and and so yeah that was fine with it that's awesome good for you um for anybody listening right I mean you need to get on video quick quick piece of advice I may have said this before but um best advice I got uh I got for being apprehensive about video because we don't like the way we look and all it's like hey sorry that's how you look you know quick try not okay cool so so what difference have you seen uh if any I know it's kind of early yet with video and you know it looks like you're really growing your social presence there on your business page the Heather Beaumart team at cornerstone home lending everybody go there like the page and follow it thank you thank you what uh what's the impact you've seen so far if any I have to say so far because yes it is still early and you know I've talked to well I had a couple of clients reach out one wasn't planning on buying and again this was kind of secondary reason for even doing a video so it wasn't really on my main radar but I had one family from that video the and the two reasons uh she reached out say hey we were actually gonna wait a year uh she's like half you know your video showed my feed and we watched it and so now we want to buy now she's like it made total sense just clicked with us and it was just the the cost of waiting yes and um so anyway so we went over that and so now you know she's uh contracting on a builder's spec cows and we're closing 30 days and then the other one um was a friend um childhood friend like we played soccer together when we were 10 and and we've just stayed I mean I don't I don't know in the last time I've talked to her I mean it's probably been at least a decade since I talked to her but we've stayed basic friends and she reached out to me and wanted to talk about like hey we're moving to Texas what can you tell me uh we're closing yada yada so that was cool uh and then just referral partners um just I mean I've seen people like I don't generally talk to um even not even referral partners that come up to me like they know you know like they've known me for a while uh and so you can just tell that they feel more connected to me and they feel they can just walk up to me and like hey Heather yeah yeah I saw your video and yeah and just go into it like we were friends yeah you've just such a great job but so you are you know naturally comfortable in camera which is great and then this other one I just saw which was awesome which is a four ways the new tax law affects home buyers and homeowners I mean relevant topical information that people want to know more about and you are right providing them relevant content so you are you know like Gary Vaynerchuk says is uh you're no longer a mortgage originator or a real estate agent you're a media company and loans or real estate is your back at yeah so good for you awesome all right so I know we've only got a couple of minutes left but I can't leave the scene without asking you how you stay so efficiently productive and on your game because you're busy mom of four you're doing some massive you know volume uh what did we say here in 2017 299 families was it 67 million yeah 297 yeah man that's huge and that was in a building here that was in a building here for a rebuild here yeah you're changing the tires on the Ferrari while it's while you're driving the that's pretty I love that yes um I'm still in that can I still that you can steal that so I know you you practice you have like some best practices for like you know managing your morning and prepping for your day but give us just a quick rundown of how you number one prep for your day and then how do you um how do you manage you know all the stuff coming at you how do you stay on focus on task so a couple and a couple rules I have for myself and when I'm at work I'm at work and I have a picture of my kids right in front of me I've got four little kids and two four six and eight years old and they're amazing and so I have a little picture of them and that picture is purely there as a reminder to me like when I'm at work be it work and don't carry over um and when I'm at home I want to be at home and so that's um that's my my I guess my compartmentalization on that and it's not perfect and I'm still working progress on that and that's what I'm striving for and I first I set my day up and I generally get up at 4 4 30 and do my morning routine and get the kids to school then I'm at work I generally left the day the office and the day before within your inbox and that's one way I've tasked everything out and very top I use the GPD getting to expand David Allen methodology as far as my task list goes and I did add a top category of that um from Gary Keller's book um the one thing and um success list I added a success list of that and so it goes success list then calls emails return and then goes down and you know important order of importance so far it's been a rupture for a second there because it's very interesting yeah rather one thing and I'm curious are you applying that strategy you know what's the one thing you could do that if you did every day right everything else becomes easier unnecessary is that do you have that identified so referral partner relationships I would say and that's kind of been one of my shifts and I move into ambassador role um and party ambassador I didn't really touch on this earlier is I have my team doing a client appointments now we've been doing that for several months now and it's gone phenomenal and then I'm popping in and meeting the family briefly for a couple of minutes and it's gone fantastic just the scripting around it it's been solid and part of the focus behind that was the one thing and you know moving it is stepping back and focusing on the referral partner relationships and giving my time then for the can't be everywhere at all times and so the one thing was my referral partner relationships and then um and then also my team I mean I think those are probably my if I could have two things my team and my referral partners can I take care of my team my team is going to take care of my referral partners and my honor and our clients so yes it's definitely a thought behind it thank you and then and then also in his book he talks about I mean the 80-20 rule we all know the 80-20 rule is I'm just constantly trying to keep that in the forefront of my mind is that am I working on because I just naturally I have a tendency to want to clear not literally clean my desk but I have a tendency to want to clear up the small things first and get all thing nice and tidy and then work on a big thing and you know Todd books ban his one by new book yes yes hi Todd and and it's a complete flip on that you know you're getting your most important things then which they knew with Gary Keller the one thing all before new and so that's then I really probably my main focus this year is focusing on that and and working for that or being that and then it says probably my my my advice is want to clear the small things at first and so just leaving so one of the things that void that is leaving the the day with staying the last 30 minutes just clean things up that way when I come in it's already in order and then I have a buffer time I read the 12-week year also a fantastic book and we've gone have you read it I've heard of it but I haven't read it yet yeah so good so just splitting up your year in a 12-week period and not in getting rid of the annual numbers and part of that was talking about time blocking and going to I have a buffer time in the morning and eight and I and that's my buffer time and then nine to elevenish I'm reaching out to referral partners just checking in conversations there and then on Tuesdays and Wednesdays I generally have a partner lunch a referral partner lunch so I've got that time luck there and then the afternoon is really built for just reactive time and that might be you know my database calls you know annual reviews things like that though I'd like to build those in the morning too and then as far as our client experience process it's all ran by our CRM and whiteboard and so everything flows through that and it's basically a kind of team flow system and so it all flows through that and so it tells us exactly what we need to do throughout the day to deliver that experience so it's them this has a built-in playbook so we just follow that playbook and the playbook is what we design yeah and quick shout out to the folks at whiteboard definitely big fans of them especially the playbook I think that's the big challenge of oftentimes with CRM's great I got this this powerful tool now how do I implement it in my business what are the steps the milestones right the levers and all that and whiteboard has already mapped that out so for those listening you're going to learn more whiteboard I had them on the podcast that's episode 66 so you can just go to mortgagemarketinginstitute.com for it's last 66 and also we can't leave the scene without giving a shout out to further shout out to Todd Bookspan he was episode 56 so you can also find him at slash 56 up there and check out more about that but yeah it sounds like for you as a matter of fact the the line I stole from whiteboard was how to recoup at least one hour every day by automating your best self I think that's one of their clients so you find you find the ability to do that by leveraging a technology like whiteboard exactly I think that's the perfect way of describing it and I'm able to leverage myself I mean yes and and it automates it's still the words don't I mean yes it just it automates the entire process is completely to plug and play and and we're able to bear best self each and every day all right here's the question for you I'm gonna we're gonna close out on this one well let me ask you this question first I know you've got the various categories of your of your referral partners let's just say real estate agents how many in your quote a category I just had that up a second ago here it is they work with a few builders and so including the self-read it is 20 29 and again that's going to include some builders that have four or five cells reps and then you can have builder like a whole another topic is recording the individual cells executives each like a real turf that makes it you've got the builder relationship and then you have the cells executives so 20 some builders but also just some traditional agents in there oh yes and then the rest of my agent okay the question that popped into my mind is knowing you've got such a such a you know a deep bench of referral partners how do you handle the after hours calls or how do you step that up in advance you know because I'm I get from you right when you're home you're home if I'm correct so maybe pack that a little bit so way back in the day I stopped putting my cell phone on everything I mean exactly I don't have myself and so all my referral partners have my cell phone number so I they know not to give it to clients and the way I explain that to them I say hey I'm gonna give you I'm gonna do my moon you know I first make them make it my mobile number it's kind of like the bat phone and feel free to call me whenever and though please do give the clients do give clients and office numbers and the reason behind that is because I want to make sure they get the best service every single time and like right now we're at lunch if they call my cell phone I've got it on silent you know we're not I'm not going back to the office for another hour or so and or from an client meeting I want to make sure that my team is like I will take their call right then and help them however they can and so just that tiny little conversation it's never been a thing and then I'll get a text every now and then I can say hey you look at this I mean is you and far between and then I also encourage and all of our referral partners to we want to be as far advanced as the contract as possible and that way the client and I mean our advantage we're not a commodity at that point and it's part of answer contract and then their advantage is that the client can have their game plan together they can get their game plan together and have a clear idea what the numbers look like and have clarity and then they'll be ready to write as soon as they kind of house I love it like set up setting expectations and all that yeah a lot of people listening you know everybody has their own preference of how they do business and you know I'm not saying you should subscribe to you know Heather's version right there you may you know be fine with taking calls at night and weekends and that's cool especially depending where you're at if you're in building mode in your business you might need to do that for a while so I was just more so curious for my own sake on that but yeah I think it comes down to this for you're very intentional and how you design your business you're very intentional and how you partner with referral partners and you know nothing's like left to chance and it's not very messy and ugly it's like there's a very prescribed path that people will go on referral or customer when when they engage with the Beaumont team yeah biggest takeaway there and I think it's a big yes just intentionality next my word of the year being intentional oh that's cool that's awesome if you ever read that book the one word I haven't I think I'm looking at my bookshelf I don't think it's yeah I think it's still packed away because anyway yeah I had a guy on that I was way back in the podcast who wrote a book I don't know if that's the exact title but it was about that concept of having one word for the year and that really kind of being the filter for everything you do so yeah yeah intentionality yeah you bet you all right well listen I know you're busy you've got lots to do and I appreciate your time here so much so much thank you and I know our guests love its standing of Asian thank you thank you enjoyed it yeah terrific and listeners oh by the way I'll put links in the show notes to if you don't mind like your Facebook page or what not so people can see what you're doing the videos and the other stuff we talked about like whiteboards here um hot books band win by noon and anything else that makes sense in the show notes so thanks again for your time and listeners thank you so much for tuning in as always I appreciate you if you like this episode leave us a ranking go to iTunes Stitcher or whatever give us five stars and you know the t-shirt deal you get a free t-shirt if you let me know that it would be itself send me that info and as always thanks for listening to take care we'll see you on the next one bye for now thanks for listening to mortgage marketing radio one more truth in mortgage marketing get more free training and resources at mortgagemarketinginstitute.com hey guys what's up real quick you've heard about the mortgage marketing pro membership before and I just want to quickly remind you if that you're in a place in your business where you simply need more purchased loans you need to fill your pipeline with purchased business let's just face it agents are still a solid pillar of business and sources of purchased business for you well good news our mortgage marketing pro membership helps loan officers like you close more loans without the hassle of chasing agents or cold calling done for you agent classes expert training videos a marketing automation platform that automates the entire process for you everything you need to 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