good morning good afternoon

good evening

where whenever you're listening and wherever you are

I wanna congratulate you

on taking steps towards bettering yourself

and sharpening your tools

so that you can be the expert

and this game we like to call real estate

today we are joined by Sherry Riano

the legend

we are gonna be talking about some fun things today

I think this is really a topic that anyone

in any industry can really benefit from

but especially in real estate

where we deal with other people on a day in

a day out basis whether that be your lender

your referral partner your agent

your client the listing agent

the buyers agent whoever you are dealing with

I think effective communication

is an important tool to discuss

and really excited to hear your thoughts today

Sherry on effective communication

Sherry let's uh

let's jump in

why do you think effective communication is important

well important in all aspects of your life

I mean it's with your spouse right

it's with your children your family

yep you know

it's easy for people to misinterpret

I personally have a saying in my office

that you must pick up the phone

that's the game um

if you are willing to talk on the phone

you should not come work with me

because it ain't gonna work

it ain't gonna work

it ain't gonna work because it

you know look email text

you know it's so easy to miscommunicate yeah

feel uncomfortable you know

you may perceive that I'm angry um

some people think if you use the dot dot

dot or exclamation point dot dot dot

share your dot dot dot I just

I just want you to think about what I'm thinking about

um but the reality is it's easy to misinterpret people

so that's right and then it becomes a frustration

anger and up unprofessionalism starts rolling in

yep yep

because and it all comes back to a misunderstanding

they didn't understand what you we're trying to say

they didn't understand the intent you set it in uh

because you didn't pick up the phone

they couldn't hear your voice

they couldn't hear the inflection

you know hey

this is a light matter hey

this is a serious matter hey

you said this was you know

this was being handled

you didn't tell me this was gonna blow up the deal

if it wasn't right

you know

there's just there's a lot of ways this can go left um

I think also you know

business equals relationship and you know

how far are you willing to

are even able to go in a relationship

without talking to somebody

you know if my wife just texted me

I mean that would just be completely

a strange phenomenon for me

because she picks up a phone every single time

you know she wants me to know hey look

this was going on

this is how you know that we're handling it

this is a serious matter this is not a serious matter

you know

do you want enchiladas or do you want chili for dinner

you know right

it's really just a matter of really getting your

your heart into into your

into your talk right

and again

it goes back to just wanting to build a relationship

brick by brick step by step

yeah um

you know I

I want I don't like to text

you know I like to pick up the phone

agents has worked with me anytime

and they know that I'm yes

I'll text them but I typically usually text them

you got a minute yes

cause I wanna talk to them

I want them to understand why I'm calling one

I don't wanna you know

panic them or upset them

I just want them to understand why I'm calling

why I feel like I need to communicate something to them

and they need to understand either the

the urgency of it or the non urgency of it um

but sometimes that can't be had in a text

that's it that's true

I think also the existing relationship matters as well

if you have a relationship where

you know

you text this person back and forth all the time

they know who you are

they know the manner and you're speaking

you know they know if you're being sarcastic

that's gonna be picked up from a friend

from a close business relationship

um whereas if you're dealing with

maybe you're dealing with your buyers agent

you're dealing with a listing agent

you've never done a deal with before

or maybe if you're a lender

and it's your first time working with this agent

you don't really know them enough

to be able to read what they're trying to say right

you know I

I think that is so important

I I don't want people to think

you know well

you can't ever text hunter

you can't ever text Sherry yeah

no that's not the case

no it's

it's really just when you're developing a relationship

I think hopping on a phone is just so much better

for the relationship long term

and especially what we do

I mean we're

we're talking about

the biggest purchase that somebody's gonna do

in their life yeah

I don't know whether it's a first time home buyer

or they've you know

they're they're going into the 55+ community right yeah

it's a huge purchase it means a lot to them

so it's very easy for someone to misinterpret something

and then like I said you have created a snowball

that's gonna run right over you

yeah and no matter what you do

you're not gonna come out the winner on it guaranteed

yeah so

you know

it's just important to communicate those things

and it's one of the reasons that

you know I did form a team is because um

initially it was me and then I added Chris and you know

he has a totally different way of Kim

communicating than I do yeah

um Jeff Brooks has a different way

Jeff is so he is calm as water

just he's slick as any waters ever been

you do not really kind of rock his boat

I think hunter and I have somewhat similar styles

but we are a little bit obviously different but yeah

I would say that with the four of us between four of us

there's someone that can communicate

the way that you think cause that's important

you know um

I think that the the person that is speaking with you

needs to feel heard and in the communication piece

if my style is not reflected

maybe they need just calm and really flatline

and where I'm jazzy and excited

and talk about all the things

and so you know

it just works differently I think in that aspect

but they need to be heard

everybody wants to be I think

it's great that our partners also know that about us

I've got multiple leads where I'll hear hey look

this is one Chris I think really would match well with

yep yep

I do too I've had people call me

and say hey I feel like you're gonna be a better fit

yes will you take this lead

absolutely

there's not a problem with that I mean because again

our partners know us

know our styles and they have worked with the client

they feel most confident of

who they really feel like they can place them with

for a great experience that's exactly right

yeah I think having Jeff as just a low key just

you know

delay able to deliver the information

having Chris with so much analytic

yes mindset there

um and then you and I as well were

we're the excitable ones right like

you know we're

you wants to be talking about first time home buyer

oh my God you're about to be at homeowner

how awesome is that for you

hey this is your first investment property

we're gonna make sure you understand everything

you're gonna know your risks

you know it's just

it's just personality showing through

yeah absolutely

you know just gearing it up a little bit

or gearing it down a little bit

but it is important to be able to have a team

go back to the word team yeah

something big important to me right

that you have the ability to have that person

that you can lay um

you know

alongside with and go hey

you know what hunter

I think this would be a better fit for you

yeah they can't quite

you know it's not quite my speed

or it's your speed or Chris's speed or Jeff speed

but

we have the ability to be able to have a partnership

where you can just say that in the morning meetings

we have so yes

we do have

morning meetings every minute to talk about our

our wonderful clients yeah

I also think it comes back to

ensuring that the listener is understanding

if I'm communicating in a way that isn't helpful

for that client

if they're not able to understand what's going on

or why this is a major deal

maybe I'm not the best person to communicate that for

with for you know

maybe Jeff he's coming there and hey look

you know it's gonna be real calm and real cool

and we're just gonna deliver this information

or Chris needs to come in here

with his seven pages of numbers

and show the client exactly what's going on

yes I I would agree with that and I I mean

for years I've done that

I think a lot of times I'll bring somebody in um

you know one of you guys in my office

when I'm talking to somebody

just so that you can hear it differently

you're gonna put a different spin on it then I will

yeah and a lot of times your interjection be

is able to make the client feel that 1

they're heard and 2

that they've been well communicated with

that's it and that's there is a key thing there

not only communicated with the well communicated

the the point we're trying to emphasize here

it's effective communication

anyone can communicate a text message is communication

but effective communication

ensures that the listener is understanding

but also ensures the person communicating is heard

uh huh

you know and we have to match that up

are we answering enough questions

are we asking enough questions to our listener

hey what about this

don't you understand what about this

aren't you getting how can I help explain this better

you know what's the disconnect

oh I

I think that's it's important distinction absolutely

absolutely and again

effective communication is key in this business um

no matter where you sit um

in the transaction portion of it

whether it's the agent the lender

the title um attorney

um insurance agent

we you know

we've all had people that would not been very effective

and communicating and for goodness sakes

if somebody emails you for please

please respond

there's nothing worse than sending an email to someone

and no one responds yep

it's one of the most unprofessional things

and I think can happen in a business setting

you know even an out

use an example because I can say this

because I am in the industry

and I do represent loan officers

there are loan officers out there that

what happens is they get too far down the road

then they realize they have a problem

they stop communicating with the agent

yeah they stop communicating with the client

that is the worst thing you can do

uh I'll give you a page for my playbook on your stuff

yeah when you mess something up

you own it you own it to your agent

you own it to a client

you don't go and try to skirt it under the rug

and then say to yourself

why don't I get business from that agent anymore

oh I give you 100 reasons

you know when

when the important moment was there for you to be a

a partner with them you ghosted them

nobody wants that not only did you lose their trust

but you also lost their respect and how you handled it

you know you may have lost their trust already

by blowing up that deal you young yellows

I think really need to listen to this

there is a difference between losing someone's trust

and losing someone's respect

you can lose someone's trust and earn it back

if you lose their trust and their respect

they have no reason to come back to the table with you

and they won't no

they won't and that's

you know so just make sure that again

you when you make a mistake

you step in front of it you own it

and then you talk about how you can fix it um

I think the value in that there's just

it's priceless that's it

so I know that for myself

one thing I can tell you

that people all over town will tell you about me

is that

no matter how they might personally feel about me

or my business

that when I tell you I'm gonna get something done

it's gonna be handled and it's gonna get done

you know and so whether they like it or not

they will tell you

I'm gonna execute on what I'm gonna do um

and so that's that's really important

but again please answer your emails

no matter where you are in the world

it's just just the right thing to do

it's it's definitely effective communication

that's it well look

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