Setting Sail for Success on Columbus Day

Monday Morning Match is a quick post - maybe a quote, inspirational story or idea - intended to spark some motivation inside each of you so your week gets off to a fantastic start on Monday morning.


In honor of Columbus Day, I felt a quote from the man credited with discovering America would be fitting.

"Riches don't make a man rich, they only make him busier."

- Christopher Columbus

I have yet to meet someone in the real estate industry who told me their primary reason they were in the business was to make large sums of money. Of course, it is a great aspect of this career that you can make a very comfortable income, but usually that is not people's number one motivation for becoming a Realtor.

If you had to sit down today and list the top five reasons why you entered this business or perhaps why you stay in it, what would they be? Where does income rank next to helping people realize the American Dream? If everyone was in it solely for the money there would be a lot more agents focused on business development activities every minute of every day and there would be no such thing as a "discounted fee."

Think of your best year to date. Maybe it was decades ago or maybe it will be this year. As you consider the year you banked the highest income, ask yourself this: "Was I busy that year?" My guess is you'll answer "yes."

It's great to become busier and if the payoff at the end of all the hard work is income (and hopefully profit), that could be very rewarding for those involved. First comes the fiduciary duties, ethical approach and truly remarkable service expected to be delivered. Then and only then can the personal referrals and commission checks be earned. You can't achieve the latter without the former.

Christopher Columbus set sail in three ships - The Nina, the Pinta and the Santa Maria. The three vessels for you to reach your destination are named "Building Relationships," "Solving Problems" and "Having Fun."

Get on board Captain! There's a whole new world out there. Hoist the sails and get ready for a great adventure.

Bon Voyage!

Why Can't All Gate Agents Be Great Agents?

First, let me say that this post is about three weeks late. It's one of those posts I probably should have pounded out as soon as it happened but then life got in the way.

I am sure everyone who blogs knows just what I'm talking about. But just like the old saying goes, "Better late than never," right?

This is Linda.



Linda works for Delta Airlines at Port Columbus International Airport. I am hoping that Delta will use this photo in their employee handbook under the definition of "Great Gate Agent." Let me tell you why.

I was travelling a few weeks ago on a Sunday morning, bound for a meeting in St. Louis. It was a busy morning at Port Columbus, usually a pretty calm and steady airport, but certainly nothing like the hustle and bustle of Hartsfield in Atlanta, O'Hare in Chicago or LaGuardia in New York, just to name a few.

It was the final day of the Arnold Schwarzenegger Sports Festival, one of the largest body building/fitness conventions in the world. Picture if you will, thousands of extra travelers descending upon the airport, many with huge, bulging muscles, interesting tattoos and carry-on luggage the size of a small Volkswagen.

The check-in kiosks were three deep, the security lines were long and painfully slow and the gate areas were filled with people sitting, standing and laying in various states of consciousness. When I checked in, the computer said my flight was overbooked and asked if I would consider giving up my seat. I clicked through the series of questions and was asked to type in a dollar amount I would consider in exchange for a later flight. (Think Priceline.com but this time I'm the Seller, not the Buyer). I entered in a # not really knowing what was fair or the "going rate" and proceeded to the gate.

As I said, the gates were swarming with travelers and there was a long line of people hoping to get a confirmed seat on the flight. They were all waiting to speak to Linda. Linda was the only agent assigned to this gate. Every other gate seemed to have two or three Delta agents but Linda just stood behind the desk smiling, thanking people for their patience and doing the best she could with the resources she had.

Linda called my name over the intercom (because I must have been one of the few people who chose the "possibly" option when the computer asked about my willingness to change flights) and asked me if I was willing to give up my seat.

"It depends," I said. "What would Delta be prepared to do for my assistance?"

An offer was made to accommodate me on a later flight that would have included three legs instead of two. I politely declined and returned to my seat. I quickly called my wife Ronda, who earlier in her life had been a corporate travel agent, to see what she thought I should do. My schedule was actually somewhat flexible so she suggested I return to see what other options I might have. If I could get a voucher for a flight I could use later, that might be a good decision to consider.

Linda was happy to see me re-approach the counter because it was almost time to board the flight and they still needed "volunteers" or she was going to have to tell some passengers that they wouldn't be on this flight. Barely knowing this woman, but having a good sense of her personality, I am guessing she didn't want to deliver this message to anyone on that Sunday morning.

I asked her if there was anything else that might be available if I accepted the change and she offered an upgrade to first class on the later flights, a food voucher for use in the airport while I waited and a voucher for a round-trip flight to be used in the next 12 months. I willingly became the 4th and final volunteer to help Linda get this plane off the ground with a full manifest of happy travelers.

The way Linda handled the commotion and congestion of the gate was incredible. Her demeanor was steady and calm and her smile never wavered. She never asked for assistance from another gate attendant. Finally, one of the nearby gates realized that between the passengers deplaning off the newly arrived plane, the tagging of carry-on's and re-ticketing of passengers and the boarding process, Linda might need a helping hand.

Do You Like to Travel?

When you stop to think about it, there are a lot of people involved in a passenger's experience while travelling; From the sky caps to the check-in staff, the TSA crew to the airport staff and servers, airline employees on the ground and in the air and certainly the pilots who fly these large metal tubes through the sky from one place to another saving us time getting to our destinations.

Imagine if all of them were as helpful, kind, polite and knowledgeable as my friend Linda was. Wouldn't travel be a truly enjoyable experience? Wouldn't it be something you would tell others about? Wouldn't it be a great example to have every service provider learn from?

One of Delta's slogans in the 80's was "Airlines Are the Same; Only People Make the Difference." I'm not sure when Linda started working for Delta but I guarantee that she was the type of person they were talking about when they coined that slogan, that's for sure.

Thanks for helping me Linda. I hope the rest of your day got easier. And I know that the next time I fly Delta from Port Columbus, I hope my plane departs from your gate.

Repeat Business Happens When Repeat Service Does Too

13 months ago, I wrote this post about some great service that I received from the management and staff at Bar Louie in the Arena District of downtown Columbus.

That night I was with my daughter Riley to celebrate her 11th birthday with two of her best friends, Rachel and Lauren. We had a great time that night and became loyal clients of Bar Louie. We got to know Kelly Stein (the general manager) and Rich Folk (assistant general manager) and many of the awesome wait staff over the next year and there wasn't a Columbus Blue Jackets game that we attended when we first didn't visit Bar Louie beforehand for some pre-game food, drink and friendships.

For the last 13 months we have continued to enjoy our visits to Bar Louie. Kelly and Rich continue to make an effort to stop by our table to say hello and make sure all is well. The wait staff has changed but the service hasn't. Attentive, friendly and quick is a great asset for a restaurant food server...especially on a game night.

The service we got that first time made us consider going back the second time. The consistency of service is what continues to bring us back.

How's your service? How's your consistency?

It may be cliche in a service business like real estate ...or mortgage, title or any other type of buisness to consumer offering for that matter, but there's only "one chance to make a first impression." That's a great message to remember everytime you come in contact with a new customer or client. Who doesn't strive to create a 100% referral based business?

With that said, if you've done a good job, there should be another opportunity to get in front of that client in the futire. Depending on the business you're in, that cycle between purchases could be one week or one decade or somewhere in between.

Hopefully it comes through repeat and referral business. The question your client will ask themselves before they call or visit you again will be - "Can it be as good or better the next time as it was the last time?"

The Bar has Been Raised Again

Riley received tickets from her grandpa for tonight's game. It was her "birthday game" because I had to be out of town last month on the game closest to her 12th birthday. She once again invited her two friends, Rachel and Lauren, and we headed to Bar Louie before the Blue Jackets game versus the Nashville Predators.

We sat in the same spot and had great service from Shannon. The food was great, the atmostphere welcoming and both Kelly and Rich were working tonight so they each stopped by to say hello and wish Riley a "Happy Birthday."

As we awaited the check and we planning to head over to Nationwide Arena for the 7pm faceoff, the bar was raised. Out came the flaming desserts.

A trio of sweetness - Banana Creme Pudding (with Nilla wafers, thank you very much), a S'mores Sundae and a Carmel Brownie Deluxe - arrived compliments of the staff for Riley. They graciously brought three extra spoons so Rachel and Lauren and I felt like we had to help polish off the goodies.

It was awesome and it was unexpected...but then again, it wasn't unexpected. It's what we've come to expect the last 13 months.

Ask yourself these questions;

• Is your service so good that people would be more surprised if they DIDN''T receive remarkable service?

• Do you seek opportunities to "raise the bar" for your customers and clients?

• Are you looking to create remarkable experiences for the people you serve, so they not only will return to you for help, but they will regularly refer others?

Imagine what would happen to your business if you did?


Until next time, keep building relationships, solving problems and having fun.

...Oh yeah - the Blue Jackets won 4-0

Will This Be for Pick Up or Delivery?

As usual, another one of Seth Godin's blog posts hit me square in the face. It seems that almost every time Seth writes something, he makes you stop and think. (and that's usually a good thing)

Sometimes he helps you dream. Sometimes he helps you question. Sometimes his posts spur you to take action. This is one of those times.

In his post titled Date Certain, Seth talks about how businesses can establish some "good faith" by letting the customer know when they can expect the product the want or need.


What's Your Delivery Policy?


If there's is one simple mantra everyone in real estate should live by it should be "under promise and over deliver."

• Are you setting the proper expectations with your Buyers at the intial Buyer Counseling Session?

• Does your marketing presentation with Sellers establish an initial price position that will help create the proper "perception of value"? Will that price motivate a Buyer to make an acceptable offer?

• Do you return calls, emails and texts promptly?
  

When Domino's started delivering pizza, they were different because they said "At your door in 30 minutes or it's free." They weren't afraid to take risks and stand out. It helped them build a pizza empire.

What can you come up with that will make people see you as more than a plain ol' cheese pizza? And can you get it to their "door" while it's still hot?

It's really a simple question.

If the client calls for service, do you deliver?

Feeling at Home Away from Home

I am a big believer in the power of great customer service. I always enjoy receiving excellent service and I am guessing that you do too. I always do my best when I am the service provider to make sure my guests, agents or audiences feel that when they were in my care that they received my best - both in efforts and attitude.

When you receive great customer service these days it is usually the exception and not the rule which is probably why it usually stands out as such wonderful service. Sadly, we don't get a chance to recognize the people for making us feel special much more than a "thanks" on the way out or a few bucks extra in the tip jar.

For my loyal readers of The Realtor's Toolbox you know I like to use this blog to spotlight people or companies when I feel they have surpassed the bar of what is expected and really made me feel special. I've written about Bar Louie and The Goodie Shop , The Island Cow and just last fall I told you about a real-life Fred Factor at Thrifty Airport Parking. Today, I want you to know about my friends at The Courtyard by Marriott in Union Centre, Ohio.

My job as the Director of Training for the Ohio NRT Companies (Coldwell Banker King Thompson in Columbus and Coldwell Banker West Shell in the Greater Cincinnati area) keeps me moving. I am usually either in Columbus or Cincinnati and on occasion I have the privilege to get out and speak to other groups of agents or companies. When I venture down to Cincinnati, if I have to stay overnight, I certainly have lots of choices on where to stay. For the last two years, I have been choosing to stay with my friends at The Courtyard.

The Sales Manager of the hotel, Sheri Howard, really earned my repeat business by looking at her guest list over a period of time and realizing that I had spent more than a few random nights there as the hotel is just a block away from our CBWS Union Centre office. Sherri reached out to me to thank me for being a loyal guest and arranged for a corporate price for my stays, helping save me (and my company) on each stay. (Certianly a nice way to insure "repeat and referral" business)

I think the "rack rate" is certainly a nice perk. But it's the outstanding service I consistently receive that earned my loyalty to Sheri and her team of customer service superstars.

I am excited to always be greeted with a smile and a friendly "Welcome Back, Mr. Carpenter" by Lana and the others at the front desk. Lana is a lovely lady who came to the United States from The Ukraine and every day she's at work she seems truly excited to be there and help the guests have a better stay.

Of course upon arrival, there's always a plate of delicious cookies. Sure, I am partial to the chocolate ones but after some days of teaching and travel I will even force down a few oatmeal raisin cookies (even though I have to pretend the raisins are really chocolate chips).

When I pass through the lobby in the evenings as I head out to dinner the team members behind the counter always ask me how my room is and if they can help make my stay more pleasant. The rooms are always clean and comfortable and the modern updated features (huge desk space, flat screen televisions, free wireless Internet and large couches) are a wonderful benefit for a business traveler who usually still has some work to do before bed time.

One of my favorite people at The Courtyard Union Centre has got to be Sandy. Sandy works the third shift so not many guests probably get to meet Sandy but if they do, they know they'll always be greeted with a huge smile, a cheerful voice and a helping hand. Many a night heartburn has had me up searching for a Tums or a glass of water and those next mornings, you know who is the first to ask me how I feel? Yep - Sandy. She reminds me of that favorite Aunt or Uncle who used to magically make dollar bills appear behind your ears when you were a child.

Before you start your day, it's nice to enjoy a warm breakfast and that's what the crew in the restaurant in the hotel do each day. Cheryl and Laura see me coming and get my diet soda ready. Michael behind the counter is prepared to make a fresh omelet and there's always plenty of crispy bacon on the buffet. Seriously, I had you at "crispy bacon," didn't I?

I love chatting with Cheryl about her children because she always asks me about mine. We compare notes of their activities even though hers are adults now. She reminisces about their youth and we share similar stories. Just this past visit, I found out that Cheryl was good friends with many of the stars of The Cincinnati Reds before they were the Big Red Machine. She was close with Tommy Helms, Pete Rose and even went to Johnny Bench's wedding. That's stuff you just don't get from the counter girl at McDonald's is it?

I love what I do and I am lucky to have a wonderful family who supports me in my efforts. It's not always easy to be away from home as much as I am (and compared to some business people, sales persons or OTR truck drivers, it's not that much) but if I have to be out, it's nice to know that Bill Marriott and his family of hotels will probably have a place for me to stay.

I usually get good service from almost every Marriott property I have stayed at and as a new Platinum member of the Marriott Rewards program, I have stayed at a few. I just don't know if they will be as friendly and welcoming as my friends at The Courtyard in Union Centre.

Thanks Sheri Howard and the entire Courtyard Union Centre team for making me feel at home when I am away from home.

The Fred Factor in Real Life

One of my favorite books about outstanding service and making your customers enjoy a great experience is The Fred Factor by Mark Sanborn. The subtitle of this book is "How passion in your work and life can turn the ordinary into the extraordinary."

Have you read it?

It's worth going out to Amazon.com or your local bookstore or library and checking it out. It's a quick fun read and has many tangible concepts that will be useful to you in whatever field you're in but certainly those of us in a "people business" like sales.

Have you ever experienced a "Fred" in real life?

I have experienced a "Fred" many times and they always seem to jump off the page like a character in one of those children's pop-up books. As someone who makes a great effort to be a "Fred" myself, I get excited when I run into a "Fred" in the real world. It's even more amazing when they actually are named "Fred."

I returned to Columbus late Tuesday evening from a few days away with some good friends. It was a great 48 hours of "building relationships, solving problems and having fun." When I travel, I park my car at the Thrifty Car Park just outside of Port Columbus International Airport. I've been a Thrifty Perks member there for a few years and they do a great job.

For those of you who aren't familiar with this "valet" service, you swing through the Thrifty parking lot and pick up a driver on your way out of town. They ride with you to the airport and then take your car back to Thrifty while you're away on vacation or business. Upon your return, you catch a shuttle from the terminal and they drive you to your waiting car back at the lot.

It's usually a pretty benign drive from the airport to the Thrifty lot. You grab your luggage, trod out to the shuttle pick up lot and maybe send a quick text home to let your loved ones know you're on your way. The driver arrives, tosses your luggage onto the rack and you head out to get your car.

The Fred Factor in Real Life

Something different happened the last two times I've been picked up and it was all Fred's fault. The shuttle driver's name was Fred Rohe. He pulled in to the waiting areas and opened the doors with a big smile and said "Welcome Home, folks!" He hustled down the steps and grabbed the waiting passengers luggage and ushered us on board. After confirming we had all called in our claim ticket to insure that our cars would be waiting for us upon arrival, he did something different then all the other "average shuttle drivers." He offered all his passengers a choice of candy.

Really not a huge offer by any means...but when was the last time a shuttle driver offered you even a smile let alone of choice of free, sweet, chocolaty goodness?

As we quickly pulled away from the terminal, he asked us how our trips were, filled us in on the days weather here in Columbus and provided us all with a quick forecast for what to expect with the next day's weather. I even joked with Fred that it's amazing he has time to drive a shuttle after a full day on the Columbus Chamber of Commerce. He was really excited to share his positive mental attitude with others.

Thanks Fred for making the short 5 minute drive to my car memorable. Plus, I got a minty fresh blast from my two mini York Peppermint Patties that gave me a much needed jolt of energy for my ride home to see the family.

May you all have a great week encountering many "Freds"...or just decide to be a "Fred" yourself.

Give the People What They Want?

"Give the people what they want, you gotta give the people what they want

"The more they get, the more they need, and every time they get harder and harder to please."



So sang The Kinks back on their 1981 album by the same name. I am beginning to wonder if that song or album applies to a lot of companies some 30 years later. It should...but I'm not so sure it does.

I just had the lovely experience of speaking to a credit card company on the telephone. If you've ever had the pleasure, you know what fun the process can be. (It appears that Blogger doesn't have a "Sarcastic" font available so take my word for it). Entering your information via the phone keys only to have to repeat the information to the human operator is one thing but some of the other hoops seem to be added these days just for bonus frustration.

After applying for the new card (and being approved) I asked the lovely operator to remove me from any additional mailings and call lists. Unfortunately she couldn't do that for me. Obviously, that would be too easy?

Hoop Jumping 101

I had to contact an entirely different department just to ask to not receive any additional mailings, phone calls, emails or other "stuff" that I don't want. If I wouldn't have taken this step, it is certain that I would have begun to be inundated with offers, affiliate mailings and who knows what else from this unnamed credit card company that would be undoubtedly "CHASE"ing my business.

After contacting the "Privacy Center" - which ironically was very difficult to get in touch with - I spoke to a more than friendly lady (insert "Sarcastic" font here) who was able to help me. "Was I sure I didn't wish to receive emails, phone calls and/or direct mailings?" she asked.

"Yep," I replied.

"Would you like for me to remove you from all nine mailings or would you like me to read a description of each mailing for your review?"

Yes, you read that right. NINE DIFFERENT MAILINGS were coming my way if this additional call was never placed. Nine? The last time I remember receiving nine pieces of mail from one company without my asking was when Columbia House was looking for a Jim Shue back at my fraternity house address.

Why would anyone want to get nine different types of mailers from a credit card company? Where's the value? Where's the personalization (beyond the "Occupant" label)? Where's the permission?

I opted out of all calls, emails and mailings except for my monthly bill. I was notified that my request would be honored but they would not guarantee that any mailers wouldn't be sent as some mailers may have been mailed within 90 days of this request. Goodness gracious...I applied for the credit card, was approved and spoke to the "Privacy Center" all within 20 minutes! How many postal carriers could have been summoned between them saying "You're Approved" and "Cease All Mail"?

Credit Cards and Realtors - The Connection?

When it comes to real estate, I am a strong proponent of direct mail, email, phone calls and personal visits. I also believe that these "contacts" should always be "permission based" and contain something of value. Any person requesting no more contact should be respectfully honored.

Hey Realtors - Always seek to provide people with value, whether that is personal advice, guidance or actual things. This is one case where "asking forgiveness isn't easier than asking permission."

Listen to The Kinks..."Give the people what they want. You gotta give the people what they want."

Worms, Websites and Wisdom

I love reading books where you really get wrapped up in the story and find yourself pulling for the main character to succeed. Whether it was hoping for Harry Potter to escape the Chamber of Secrets or Mitch McDeere to stick it to the sinister lawyers in John Grisham's The Firm, turning pages in hopes of a happy ending is nothing new in American literature.

But those books and many more like them are fiction books - make believe stories that lend themselves to white-hatted heroes and ignoring the reality of every day life. It's easy to believe in a character who was created in the mind of the author. I guess it's human nature to cheer for the protagonist.

That's what makes the new book by Zappos.com CEO Tony Hsieh so fun to read. In the new book that will hit bookstores today (June 7th) titled Delivering Happiness ~ A Path to Profits, Passion and Purpose, you will really find yourself pulling for Tony and his fellow entrepreneurs, associates and business partners to find success (even if you already know the stories ends with a mind boggling $1.2 Billion merger with e-Commerce giant Amazon.com)

I was sent a free advanced copy of Delivering Happiness in exchange for an honest opinion of the book here in The Realtor's Toolbox blog space. The book is available in bookstores and online starting today but be sure to keep reading and you'll have a chance to win a free copy of your own.

The book really draws you in with some genuine stories of Hsieh's early days as a child beings raised with the high expectations of Taiwanese parents. His entrepreneurial side emerged early with his desire to turn a Boy's Life advertisement for a worm farm into a profitable business. After the worm farms, it was customized buttons and garage sales, newsletters and holiday cards. Hsieh didn't make his millions as a teenager but it wasn't for lack of trying.

Delivering Happiness is structured into three separate sections. The first section on "Profits" details Hsieh's early days through college and his early challenges, successes and growth until his launch of Zappos.

Section two, on "Profits and Passion," details the atmospheric growth of Zappos and really introduces the reader to the Zappos culture and community that has made it one of Top 15 "Best Companies to Work For" according to Fortune Magazine.

The final section, "Profits, Passion and Purpose" is Hsieh's chance to help the reader challenge themselves to instill a little of the Zappos mojo into their own life and business.

While I sincerely encourage you to check out the book or the affiliated web site for the book, I would like to share some of my favorite concepts, ideas and takeaways from this book.


What's Your BCP? - The Zappos team keeps a tremendous focus on the company's Brand (boiled down to "wow"ing the customers), Culture (centered on core values below) and Pipeline (employee training and development). Ask yourself - how do to measure your BCP? What can you do to raise your BCP to be worth talking about?

Only 5% of Sales Happen Through the Telephone - Yep, Zappos is an Internet company but they are so focused on customer service they know that if they can use those opportunities when talking voice to voice with customers to further the relationships, they'll have a better chance of building sales or referrals...or both. According to Hsieh, "what we've found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure we use that opportunity to create a lasting memory."

Hey Realtors - Is that any different from what you would like?


Zappos Core Values
(See if any might be worth adding to your daily service with clients)

1) Deliver Wow Through Service

2) Embrace and Drive Change

3) Create Fun and a Little Weirdness

4) Be Adventurous, Creative and Open-Minded

5) Pursue Growth and Learning

6) Build Open and Honest Relationships with Communication

7) Build a Positive Team and Family Spirit

8) Do More with Less

9) Be Passionate and Determined

10) Be Humble

As I said earlier, I encourage you to visit the website or order your own copy of the book if you'd like to see how you might be able to put a little "Zappos" into your business

Or, if you'd like to win a copy of the book, look again at the list of Zappos Core Values and let me know (by commenting on this blog or sending me an email at sean.carpenter@cboki.com) which one of their core values would most align with your way of doing business. Be sure to tell me why you chose the one(s) you did and you'll be eligible to win a copy of the book.


I'll leave the contest open until next Monday, June 15th and then will randomly choose one of the replies to get the book.

To Be a Pro, You've Got To Be Con...sistent

How consistent are you?

Have you ever visited a restaurant where you really enjoyed the experience (meal, service, ambiance, etc.) so much so that you told people about it and got excited thinking about the next time you'd return?

Have you ever pulled into the parking lot of that same restaurant, eager to see how they would blow you away again only to be disappointed that your expectations were too high and the food, service or ambiance wasn't as good as the last time?

For the customer it's usually not that big a deal because you'll eat out again soon and you can just pick some place new. The restaurant will suffer losing one customer but they can surely be replaced with another without even noticing the missing patron from the week before.

My guess is you're probably not in the restaurant business if you're reading this. You're in the real estate business so you know that in real estate, we don't get a chance to impress a customer or client again every week. It's more like every 3-7 years.

It's a simple question - how consistent are you?

Do you prospect for new business daily?

Do you follow up with every visitor to your Open Houses, leads from your Internet or social media presence, and caller on your voice mail?

Do you send thank you notes to people who refer you business?

Do you go out of your way to deliver "truly remarkable service" to everyone you meet?

How consistent are you?

Do you show up for work every day with a smile on your face and a spring in your step?

Do you attend training sessions, read educational blogs or share ideas with your peers who are better than you that can share wisdom and ideas?

Do you participate in community events and local charities because you know that in real estate - "you do well by doing good"?

How consistent are you?

I read a cool story over the weekend in the USA Today Sports section. It was buried on the last page, way down in the corner. It was about a gentleman named Terry Wallace, the track announcer at Oaklawn Park in Hot Springs, Arkansas. Wallace, who is 65, recently called his 20,000th consecutive horse race at Oaklawn. He's called every race at the track since 1965.

I don't know much about horse racing or what there is to do in Hot Springs, Arkansas but I will bet you good money that people go to Oaklawn, not just for the horses or the gambling, but to hear Terry Wallace call a race. And I'll bet he called the 20,000th race with the same enthusiasm and vigor he did on his first back in '65.

Terry Wallace is consistent.

How consistent are you?

How Now, Island Cow?

“Vacation used to be a luxury, however, in today's world, it has become a necessity.”



Have you ever felt that way some days? Now I love my job and the impact I get to have on other people, but there are just some days where the vacation you have coming up can't arrive soon enough. Am I right?



Then, when it finally arrives, it seems to go by quicker than you realized. One day you're traipsing through the airport looking at the sad souls waiting in line to pass through security to leave thinking "Suckers! Have fun back at the office!" and the next moment, you're being looked at by someone who just arrived looking at you thinking the same darn thing.



I just spent the last week in South Florida (Key West and Sanibel Island) and it was a blast. We relaxed, enjoyed the beach, the pool and many of the two cities finest restaurants. Today's post is about our last meal on Sanibel Island.


As many of you who travel with family know, choosing the right places to eat is sometimes a struggle. It seems like you'll have plenty of time to hit everyone's favorite spot when you arrive but as the days start to dwindle, the number of restaurants to want to eat at outnumber the meals you actually have left to eat. It is a lot of pressure to make sure you have an enjoyable meal that last night away. Luckily for me, we made the right choice.


The Island Cow was the site of our last family dinner before heading back to the hotel for the "final night's pack." This fun family restaurant is located on Sanibel's main drag through town - Periwinkle Drive and is a very popular place for the locals as well as the tourists. It has a huge menu, a colorful decor, comfortable seating arrangement and the two things that will bring people back - GREAT FOOD and GREAT SERVICE!


The "GREAT FOOD" part really shouldn't be too hard when you're a vacation destination food establishment. People are tired, hungry and thirsty from a day in the sun. Make me something that tastes better than the stale Cheeze-Its and potato chips I scarfed down at the beach and I will gladly pay for it.

Although I didn't meet the owner Brian, I am comfortable in saying that Brian and his team at The Island Cow aren't just aiming for "acceptable food," they want to make it memorable for everyone who decides to give The Island Cow a visit.


The menu is one of the largest on the island and features everything from shrimp & grits to red beans & rice with smoked sausage and all of the fresh seafood you would expect in Florida. After enjoying a appetizer of Frickles (a heap'n helping of fried pickles) with my cold draft "beer of the day" (a most enjoyable Sam Adams Noble Pils in a large frosted mug) it was time to tackle a wonderful piece of blackened swordfish. Not only was my fish a generously large portion, it was expertly prepared. For those of you who enjoy blackened fish, you know that's not always the case.

I was so impressed by the flavor and quality of my meal, I asked our server Kyle (more about him in a minute) to take me back to the kitchen when I was done. I had to let the "kitchen crew" know that they satisfied their restaurant's website tag line - "Come in as our guest, leave as our friends!" Let me tell you...if you guys make food taste like that every time, we're definitely friends. I also know the guys in the back don't hear enough of the good comments that they may deserve for a job well done so I was glad that Kyle allowed me to stick my head back there to give them their "props" in person.

Now as many of my readers of The Realtor's Toolbox know, I am a huge supporter of places where I get "truly remarkable service." I can confidently add The Island Cow and their wonderful server Kyle to my list of places that have earned that honor. In fact, I want to give Kyle my first official CARP Award

C is for putting the customer's needs first

A is for having a great attitude about what you do

R is for respect

P is for the pride in your job, your company and your product.


Kyle, who once lived in Cincinnati, Ohio but has spent much of the last twenty years in South Florida shared with us why he enjoys his job at The Island Cow so much. "I get to be myself" was the first thing Kyle said and he went on to say he "always tries to make sure people are having a good time and enjoying themselves."


When you're on vacation or even a local resident out for a relaxing meal, that's what it's all about.


So to my new friends Kyle, the hard working crew in the kitchen, Brian the owner and all the staff and servers at The Island Cow, thanks for the "udderly great food and service."

Until next time...Build Relationships...Solve Problems...Have Fun...and


don't forget the sunblock!

What Do You Do After the Confetti Falls?

It’s been a week since the New Orleans Saints won their first Super Bowl Championship in thrilling fashion over Peyton Manning and the Indianapolis Colts. Drew Brees and the rest of his teammates from New Orleans captured the hearts of America (except maybe in Indiana) as they claimed the Vince Lombardi Trophy for the first time in their 43 year existence in the NFL. In what has become tradition in championship games these days, the confetti was launched out of the cannons as the clock hit 0:00 and the celebration began.

As you can imagine, with a city like New Orleans, the party didn’t end when the confetti ran out. This is a city, after all, who wrote the book on endless celebrations. Even after Hurricane Katrina ravaged the Gulf Coast, residents of the Crescent City and surrounding areas of Southern Louisiana had faith that they could...and would rebuild. Parades, banners and talk shows filled the next week as people weren’t showing any signs of growing old of the talk of the once laughable Saints finally claiming sports biggest trophy.

But now the work really begins for owner Tom Benson, head coach Sean Payton and quarterback Drew Brees and his teammates. The decision to make it back to the Super Bowl (scheduled for Dallas in 2011) must be made today. Will the Saints spend the next several months “living large” with private parties at Emeril’s, hanging out with their posse’s in high end gentleman’s clubs and admiring themselves in the mirror? Or will they make the personal commitment to do what it takes to make it back to the mountaintop again, sacrificing the physical and personal pains that come with victory?

How Do You Approach the Real Estate Game?

As a hard working independent contractor working in Anytown, U.S.A, it’s not very likely that you’ll be playing in The Super Bowl anytime soon but that’s because we don’t look at our business that way. We don’t have a regular season and playoffs that follow, or Pro Bowls and trophies to hoist when we win. We do, however, have to go through the same trials and tribulations of a NFL Champion if we want to be successful in our own industry.

Training Camp – Are you dedicating the time needed to “strengthen your sales muscles"? Lifting weights, running stairs and pushing your mind and body to a new level of exertion? Your “axe” can never be sharp enough, can it? Do you attend workshops in your office, log in to webinars offered by your local, state and national associations, or read more books about the industry and sales in general? Commit to be the best each time you step on that playing field.

Voluntary Workouts – A good friend of mine, Bryan Dodge, likes to say “the easier you are on yourself when no one is looking, the harder life will be on you. The harder you are on yourself when no one is looking, the easier life will be on you.” Do you practice your dialogues or listings presentations each day? Do you take the time to learn the new changes in your MLS system or update your knowledge of the Code of Ethics? No one gives you anything in this industry. You've got to want to be successful.

Reaching the Fans – Just like most NFL teams use local promotions and events to generate interest in the team, you’ll need to look at how you’re set up to attract interest from the public. What are your prospecting plans? How do you involve yourself in the local area and community? Do you have a loyal following of people who will shout your name and who want to see you hoisting the trophy when it’s all said and done?

Pre-Game Warm-ups – Have you mentally stretched yourself before working with clients? Do you have a set routine for pre-qualifying your Sellers and Buyers before you commit time to working with them? Do you deliver a pre-listing packet before every listing appointment or just the ones you’re in competition for? Do you have a mortgage partner who is your teammate, both of you focused on the end result? Are you market tested and ready to deliver more than what your clients will be expecting?

Game Day – It’s true that football games cannot be won in the first quarter…but they can be lost in the first quarter. If your first meeting with clients (Buyer Counseling Session or Listing Appointment) doesn’t go well, there’s a great chance you’ll never make it to your mini Super Bowl – the place we like to call "the closing table."

Start every new relationship with a well-thought out game plan. Know the market you’ll be working in. Have your marketing plan laid out in writing. Be prepared to handle any objections that may occur. Anticipate the needs of your clients and be empowered to take actions that will exceed their expectations.

Respect Your Opponents – Between the Code of Ethics and The Golden Rule you should be able to work well with any fellow agents or homeowners you may interact with. Just like the Saints players wear their team colors as a representation of who they are, remember your obligation is to look out for the best interests of your clients. You’re aiming to get to the closing table, so use your skills, systems and savvy to advance your interests to a victorious outcome.

Playoff Tested – In real estate, when you make it through the grind of a regular season, your hardest work is still in front of you. Getting a contract accepted is just the start of things…getting it closed is the real battle. Now is the time to focus, dotting every i and crossing every t. Just like in football, you need excellent clock management. "Time is of the essence" isn’t just a silly catch phrase so make sure you understand your responsibilities and your clients obligations to the contract.

The Big Game – Getting to the Super Bowl doesn’t give you the trophy anymore than getting to the closing table earns you a commission. The deal must be completed so be sure all the work you’ve done to this point pays off with a victory.

In real estate, we don’t shoot off confetti cannons when a closing occurs (but that would be pretty cool, wouldn't it?) but it is truly a time to celebrate and enjoy the fruits of your labor. Enjoy the moment, thank your clients for the opportunity to help them and then begin to plan for your next game. There’s just no time to stand on the podium with the trophy for too long. You’ve got people calling who want your help.

Smile, politely answer the phone and say “Who Dat?”