Latest / Mortgage Marketing Radio / Why You’re Losing Repeat Business—and How to Fix It Fast

Transcript

Why You’re Losing Repeat Business—and How to Fix It Fast · Mortgage Marketing Radio

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  Have you ever had a past client go silent only to find out that they just closed
• 0:03
  alone with someone else? You did everything right, but somehow you didn't stay in the conversation.
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  Well, what if you could change that so that your name is the one they remember at every
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  key moment in their financial journey? You're listening to the mortgage marketing radio podcast
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  where we help mortgage professionals grow their business with proven strategies, expert insights
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  in real world success stories. My name is Jeff Zimfer. I am your host. Today on the show, we're asking
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  how do you stop losing business? You should be winning. And instead, become the trusted advisor,
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  your clients, never forget. To help us answer that, today we're talking with Joe Wello, CEO of Total
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  Expert. His platform powers some of the biggest players in the mortgage space and helps thousands
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  of originators show up at exactly the right moment with the right message. And today we're going
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  to talk about how a loan officer reconnected with a client after nine years and closed a new deal
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  thanks to a simple alert. We're also talking about rocket mortgaging. Why they can retain up to 80%
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  of their clients and how you can compete and win. And also we'll have a conversation about how
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  AI powered automation is giving loan officers more conversations, better referrals, and yes,
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  more time back in their day. And stay tuned because we'll get into something pretty wild
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  about AI voice agents and how they might be outperforming human call centers in empathy, follow-up
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  and consistency. So if you're ready to stay top of mind, stop leaving money on the table,
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  stick around for this episode of Mortgage Marketing Radio.
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  Joe, welcome back to the show. Hey Jeff, thanks for having me, man. Pleasure to be here.
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  It's been a minute, Joe. We were talking about that just a second ago. Looking at the last time you
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  and I talked, I was doing episode 17 of this show, which was about seven years ago, man. So
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  long time to see. Time really does fly and congratulations on your journey and a successful show
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  and sticking with it all of it. Yeah, well, thank you for that. And I know you can appreciate the
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  whole theme of sticking with it as well, building a platform like you've done a total expert. That's not easy.
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  Lots of headwinds in the market. And we're going to talk about a couple of those here today.
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  So let's just jump right into it. I caught that if I'm correct, your mission statement is to
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  deliver the perfect customer journey. Is that correct? Yeah, really deliver the perfect customer
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  journey for every financial milestone is how we think about the mission of the company.
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  Right. Okay, so I'm curious then. Here we are. It's been what, seven years,
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  issues since we last spoke. There's a lot that's evolved technology wise from. I'm curious like,
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  how do you think the customer journey has changed over the last handful of years?
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  So many ways, Jeff. So first of all, the consumer, their expectations for how an organization should
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  engage with them and communicate with them has has evolved and the bar has just been raised
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  tremendously. If you think about places like e-commerce and retail, generally are speaking
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  are a little farther along than financial services and the way they personalize content and communication.
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  So that's really the biggest changes ultimately the expectations and the bar that you have to
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  hit to really deliver an amazing customer journey, which you can put customer experience over
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  the top of that with the intention that you're building a lifelong customer. And I would say,
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  what we have seen from our customer base and the industry at large is really a focus this past
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  year to two years on the importance of customer loyalty and how much value you can create for your
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  organization and ultimately the value and benefit you can deliver to the customer if you're
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  thinking very long term and not just transactional. So I would say that's some of the biggest changes
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  we've seen of consumers expectations and then the way a lender or bank looks at and manages
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  that process is really now geared towards lifelong customer versus I got to generate a lead and close
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  a deal. And do you think have you seen the attitude or the adoption, the acceptance of that
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  evolve and people are embracing that more than they have in the past?
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  Yes, in many cases I would say the most strategic executives and I get the pleasure for
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  best part of my job is I get to spend time with a lot of really great executives and leaders
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  from lenders and banks as well as the technology environment and get to have a lot of strategic
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  conversations about how their organizations are navigating some of the changes that they feel
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  are required and I would say the thing that really resonates is when you see the data that an
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  average lender only retains 20% or less of their customer base and you have the big rocket at
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  the top of the mountain who retains 85%. Well what's the difference? That's 65% difference.
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  That compounds every year and so if you think of I'm a lender and I say I'm going to take my
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  retention and recapture from 20% to 40% just that how that compounds over two to three year
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  periods profound. And so once you look at the data yeah it really resonates and there's like okay
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  now how do we how do we really harness this because the nature of the beast in particularly retail
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  lending and direct as consumer lending is so focused on the transactional process.
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  You have to take a step back and really have a strategic lens and make sure you have the right team.
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  Okay so you mentioned rocket it was on my list here to talk about the obviously they
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  hit the news earlier this year. I didn't know that figure 85% retention. It's something I might
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  be off by one or two percentage points is something ridiculous. But 80ish you know compared to 20
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  that is unbelievable difference and and you think it's because let's just geek out here for a second
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  technical you know technology wise they've obviously invested a lot in infrastructure to build out
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  kind of to to identify those milestones along the customer journey. Let's go back to that.
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  You think they've built a really solid infrastructure for that? They they have but but here's
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  what I would tell you Jeff the it's not their infrastructure per se that is because there's a lot
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  of big lenders that have really great infrastructures and great tech stacks. You know we're fortunate
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  to be a part of that in many cases but it's really the combination of things and let me explain
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  so company like rocket and their playbook they have a lot of data and intelligence which is
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  a lot of these data sources are available to the industry okay but rocket does a great job
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  of harnessing data on their existing customers past customers and making sure they are getting
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  as up funnel as possible when it comes to intent to do alone or make a move right so they understand
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  that data but what they do that's magical is they pair that data then with a lot of action
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  on the sales and marketing side and that action on the sales and marketing side equates to a very
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  discipline sales and marketing journey that has multiple touch points it's very rigorous it's very
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  refined and they have because they have a different type of loan officer than a lot of the retail
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  lenders they have internal call center team and so their job is to follow that regimented
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  consistent process so if you think about the math for a second if I'm a lender and I surface an
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  opportunity I'm saying okay I'm monitoring my database this consumer for whatever reason shows
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  a propensity to to do loan in the next three to six months and my my move might be I'm going to
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  go then send that back to my loan officer the retail originator who's busy out in the field what
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  happens from there well what we've learned from studying the analytics and the data is over half
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  of the conversion meaning over half of those deals that are recaptured happen after the twelfth
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  touch so 12 touches 12 calls text emails whatever it is and so if you think about that how many
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  lenders are structured in such a way that they understand the cadence the timing of those touches
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  and the consistency of doing that every single time and so it's the intelligence and the data with
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  a very consistent sales and marketing process that brings the magic and of course huge branding
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  never hurts right so the customer awareness of the brand is magnificent but but that is really in
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  my opinion not what makes them magical at recapture so I think it's a great inspiration for the
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  industry and I think that technology is evolved to a point where it's very real that a lender can
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  compete on that level and I can go into into details as to why because it wasn't exactly
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  possible a year ago oh interesting well before we get to that I want to riff on that for a second
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  because you know to the degree that I am familiar with your capabilities in your platform of total
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  expert isn't that what you're trying to equip people to do is to be there at the moment of
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  decision so to speak yeah we want our customers to be able to show up in the moments that matter
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  right and we think of showing up as being educating engaging and advising giving high quality
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  advice in those key moments and that is very intentional approach to how we think about it
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  it's not just sending a marketing flyer it's what type of content is my customer interested
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  and how do I use data equity or value in their home maybe debt consolidation scenarios that educate
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  them on a path to better financial outcome and then I communicate with them when they show
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  intent or interest in a channel that they want text phone voice email whatever that might be
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  and so it's just the combination of those things and our our our focus every day is we wake up
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  every day and obsessing about how do we how do we deliver an engine a platform to the industry
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  that allows them to build that customer for life playbook and and execute it and so that's
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  you know the accumulation of all of our capabilities really lead up to that that platform that allows
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  them and enables them to do large parts of that yeah well I mean really at the end of the day when
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  it comes back to like you know you described rockets playbook you know how your platform
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  that helps people run similar plays I guess it gets back to like are you showing up right when
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  that client or prospect needs you are you even in the conversation right yeah and that's the
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  the data would tell us if you just look at the data that many times they're not and it's not
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  because they don't want to but if you think about the nature of the business when when you're you
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  have the retail loan officer in many cases a lot of our customer base large retail teams who have
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  amazing relationships and visibility in the community they're on the go they're engaging they're
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  doing events those types of things and they're getting referrals and they're taking care of those
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  referrals and that's all consuming many times I was with one of the top teams in the industry
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  last week on the east coast and we were unpacking it and I think they're exceptional right and
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  we looked at their data I want to disclose exactly it's it's more than 20 percent it's more
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  than the industry average by far but it's nowhere near sort of that 75 85 percent and they're like well
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  let's break down why not and the why not is really hey we're busy every day and we don't have we're
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  not systemizing we're not executing that strategy as well as we should right and so you know
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  it's fun to have those conversations and then whiteboard out saying where are the holes and then
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  where can we put some automation in place where can we add some intelligence onto your database
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  where do you have gaps let's start closing those gaps yeah it makes me curious I know AI has obviously
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  become huge and you guys have an AI play there and we talk a little bit about that as well the
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  investments you've made but it makes me coming back to you know this rock example they've got
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  this huge call center right forced to be able to like jump on those opportunities when the
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  platform gives them the alerts etc so then maybe some of these other lenders who may not have the same
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  budget or capabilities right of rocket does that mean can they solve this with let's let's see
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  where AI we can overlay AI over this to you know integrate with a platform like yours and the
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  past client database can can can that be a solution or a road that they go down to solve that problem
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  it you know you hit the nail on the head the advancements in AI over the past year
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  has has now allowed the technology now is there for a lender to scale a call center
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  without hiring a bunch of humans without managing a bunch of teams and have many of the benefits
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  of that call center and some of the AI advancements are nothing nothing short of profound and
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  extraordinary I mean it's it's the greatest technological shift humanity's ever seen and I know
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  that sounds crazy but it's a hundred percent true and in my strong belief after being really
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  immersed in what's happening well let's let's that's a double tap on that for a second because
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  I wrote down a question for you AI real versus hype I mean yeah what would you just propose
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  there is like I can have a call center without having human beings like there's some non-believers
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  out there right yeah so yeah so we've got an announcement coming up depending on when the
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  show airs here that is there's going to you know address a big part of a part of that and the
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  proof is in the results and I will tell you that we started down the path with the technology
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  late last year went into some proof of concepts with some very early customers and we're absolutely
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  shocked at with with the right architecture team and the right technology ecosystem because there's
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  an ecosystem of different tech that you have to bring together to do it correctly when you bring
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  that together the pace of progress and the results were absolutely extraordinary and we have now
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  seen people be able to stand up AI agents voice-powered AI human-like voice AI that is having
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  human-like conversation with a customer prospect and able to do in many cases a better job of having
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  empathy of listening of being consistent of gathering information than a real call center agent
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  and so that technology is is existing is it exists today and it's getting honed and hardened
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  in the wild and it's going to be transformational for the industry it's kind of comical that you
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  said the AI in some cases have has a better empathy and listening skill true true yeah yeah it's true
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  that's the fundamental better go back to the developing your skillset salespeople right yeah you know
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  I I think it's so here's the way I think about it Jeff salespeople do somebody said to me well
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  it sounds like you think salespeople are going to get replaced absolutely not the case I think mediocre
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  salespeople are going to get replaced without question and I would say you could take that if you
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  look at AI in the in the evolution and how quickly it's evolving you can say mediocrity in every
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  position will end up getting replaced because I I can do so many things with a gentick AI now what
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  we believe is the magic touch is having the humans that can give the advice and there's
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  things that a licensed human still really brings and adds a lot of value and if you can give them
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  superpowers and make them 10 times more productive and allow them to help more people and have more
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  high quality conversations and not spend as much time calling bogus leads or bad you know referrals
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  that aren't going anywhere they can have an AI agent helping them do that and then just
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  team up the things that are ready to go it starts to really shift the business and so I think the
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  magic is going to be really giving the superpowers to to the top producers or the key producers and
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  the organizations that want to embrace that is part of their strategy and then you know if you think
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  about what's not going to go away is the need to have really top tier experts loan officers advisors
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  in the communities talking about home ownership educating first time home buyers you know educating
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  the other demographics on reverse lending older demographic on reverse lending and in how handling
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  mortgage correctly really is going to deliver better financial outcomes to to your families right
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  you need the people to continue to do that and the best already do that naturally of course
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  yeah it makes me curious about the intersection between the human touch and the high tech touch
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  because as you well know there are some correct or incorrect use cases of technology that actually
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  don't help with your brand and in building trust so any notes or words of warning you want to
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  give around that so let me let me speak to that in general the analogy that I've been using
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  the this wave of AI it feels and looks a lot like humans just discovered fire and people are going
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  around and lighting everything on fire all the time every day it's like AI AI like I'm just going
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  to light this thing on fire with AI and I assume it's going to be better right the vast majority
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  of that noise is is exactly that it's not necessarily delivering transformational value you see a
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  lot of tech providers are just splashing it we've been very intentional about focusing on outcomes
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  for our customers and working backwards and how to apply the technology and a lot of people are
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  saying well we've got to be AI first of course let's just throw AI on everything even if we're not
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  exactly sure where the value is going to get delivered right and so that's a dramatic oversimplification
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  and there's a tremendous amount of detail of course that matters under that but that's you know
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  generally I think there's a lot of people that are just splashing AI everywhere yeah and trying
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  to see what sticks so to speak and I think there's a much better more strategic approach and what we
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  see organizations will will maybe go down and spend some money on some things that are a little
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  bit of hype and then they get more strategic about okay what are the outcomes that we want
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  yeah and they're they're also looking for leadership on this as well yeah and it sounds like
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  you guys can play a role in that as you know you said is like being being intentional right not just
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  doing it for the sake of saying oh we have this AI engine yeah I mean ultimately I I love having
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  conversations with executives whether they do business with us or not and just sharing some knowledge
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  things that I've learned I always learned stuff from talking to them and saying I think it's great
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  it's going to elevate the industry and I think Verune at Rocket does a great job of this of saying you
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  know yeah there's a lot of people that compete but ultimately having a really collaborative
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  industry and a collaborative ecosystem and an inclusive ecosystem between tech and lenders
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  collectively and everybody can win I think so the right mindset that's our mindset and I give
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  those guys a lot of credit for for having that mindset for sure hey are you tired of cold calling
• 20:16
  realtors and feeling like you're getting nowhere with my agent classes you don't have to chase agents
• 20:21
  anymore we hand you a done for you system of ready to teach presentations plug and play marketing
• 20:26
  and even 200 producing agents to invite so you can double your agent referrals in 90 days or less
• 20:32
  plus you'll get weekly coaching and a community of loan officers sharing exactly what's working
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  right now here's a quick win from one of our members been part of my agent classes for a little
• 20:44
  over a year and totally changed my business I agree at least 25% and that was during a pretty
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  down market and I have only grown every single month that I've kept doing it communities great
• 20:56
  jump to the Friday calls it's awesome have fun with it teaches many classes you can just do more
• 21:02
  do better are you ready to stop chasing and start attracting agent referrals on demand book a call
• 21:08
  at mortgage marketing dot pro or hit the link in the show notes now back to our shop okay last
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  question then I guess around the rocket redfin mr. Cooper situation how would you how do you
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  want to respond to that is that a threat or an opportunity through what framework do you look at
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  so I think it's both and let me explain oh if I think about the amount of servicing that
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  they now have access to I think it's like one in six mortgages being serviced and it's a threat to
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  lenders that have sold their servicing that don't have a playbook or an engine happening
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  to actually make sure they're getting up funnel with those opportunities uh in making sure they're
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  interesting in contact in the right ways so it's it's definitely a threat for those folks but it's
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  also in in my mind an opportunity um to elevate and differentiate so into really makes takes
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  them action and makes some progress towards just getting better about delivering customer loyalty so
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  I think it's an opportunity and a threat at the same time but I largely think it's going to be a
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  net positive to the industry because it has forced it has forced lenders to really take a step back
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  and think about that whole customer journey and say wait a second the reason these guys are so big
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  there's lots of reasons but if you look at the essence of it the retention of the customer is so
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  magnificent that that is probably the single biggest force multiplier that they have so maybe we
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  start there you know as an organization if I'm thinking as a lender maybe we start there by just
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  doubling down in that area and then we're going to naturally grow more and more be more profitable
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  if we do that yeah so it's kind of like a cold arms wake up call yeah I really think so yeah all right
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  let's pivot for a moment if you don't mind I know we have some actual loan officers mortgage loan
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  originators listening and those are a lot of the folks are in in in your platform on a daily basis
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  and I've been in as well back in the day when I was at movement for a period but
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  what for those listening whether it's total expert or any CRM any quick hits on so based on what
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  we've laid the groundwork so far on showing up at the right time right and you know you know
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  being there engaged with the client over their life cycle any quick hits on best practices that
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  they should be using regardless of the platform yeah so I think ultimately the platforms there's
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  good capabilities and all of the platforms it's a question of how how has your company or how
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  are you adopting it and architecting it and what are you trying to accomplish right I mean we've put
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  we've got many many millions of investments that are you know enhancing our platform based on
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  the feedback of our users over this last couple of years we've been really deep in the R&D space
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  and the whole purpose of that is to help they they want enablement and they want really to to have
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  technology that can make them more productive at the end of the day right that that's not how they
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  describe it always but if I'm a loan officer listening today I'm like how can you just make me
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  more productive right and probably the simplest way is to say I'm going to actually put my arms
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  metaphorically speaking around the database that you have your realtors and your your customers
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  leads in prospects past customers leads in prospects and I'm going to make sure that I have
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  a customer journey or whatever you want to call it we call it a customer journey
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  that is set up with a combination of good intelligence to tell you when you should be communicating
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  and then automating up much of those communications as I can but then setting up my systems
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  so that when a consumer responds or wants to engage I can be on it very quickly and so as a
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  best practice I'm going to make sure that I have a underlying customer journey automation in place
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  as a baseline because that's going to really be my growth engine and then from there there's
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  tremendous variability in how people want to work you know one of the examples we're investing
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  very heavily in sort of that lead to app workflow for for loan officers if I'm thinking about
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  I want to really be able to manage that opportunity and so making sure that the system that you're
• 25:26
  using is set up to not you don't want to overcomplicate it but you want to be able to run a
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  process and be consistent have a consistent sales and marketing process and I would say as a best
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  practice consistent sales and marketing process and over overarching customer journey automation
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  for as many of the touch points as you can that's there's going nothing's going to bring more value
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  than that yeah I think you know because I interface with a lot of loan officers I just what I
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  hear is just missed opportunity in that they're not aware that the customers at this stage right
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  right and so whatever they can build that in bottom line just you know more frequent touches like
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  you said earlier yeah yeah you have to really have I mean the way we've described was on an
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  investor call a couple weeks ago and they were asking to walk them through how we think about our
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  platform and really the industry needs a system of intelligence combined with a system of action
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  and engagement right I believe we've done a really great job of assembling many of those components
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  together but as a loan officer I'm like what intelligence do I need there's you know we have
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  products and services that do this but there's many companies that do I want to have as much
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  intelligence on my database as possible so they oh they make me aware in those moments that actually
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  matter and and then an ideally not just make me aware but there's action being taken appropriately
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  so that they can get the person to the moment of actually they're ready to go and then I'm on having
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  high quality conversations and appointments and I'm spending my time chasing my tail every day right
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  exactly you know I'm on your website right now in preparing for our conversation I wanted to look
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  at some content and I'm looking at one of the success stories here from Steve Kick at Lake
• 27:07
  Michigan Credit Union and I don't know if you're familiar with that story but that's something
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  about a listing alert that has hit his inbox yeah you know that story yeah I do yeah I'm not
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  putting down a spot am I just like no no no no do you want to share that briefly because that's
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  an example of like I wrote down and this is probably an extended answer to the question I wrote
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  down how does a how does the CRM go from being just data to a true growth engine and that might be
• 27:34
  an example to jump off from that that's a great example so I don't have the detailed case study
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  in front of me but the essence of what what he experienced was our customer intelligence
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  surfacing an opportunity engaging with the customer and making him aware and actually bringing a
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  deal back into his hands that would have otherwise been lost had he had lost those things a past
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  client had listed their property that's just one piece of intelligence right with one data point
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  and you know that's obviously if somebody is listing their property they're going to be moving
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  and if they're moving good chance if they own a home they're going to buy another home in many cases
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  and so it's a very basic use case that gets missed all the time organizations even that have the
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  data don't necessarily pair it with the automation and the workflow right and that's usually where
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  the breakdown happens and this this this case study it was just a showcase of that and he's he's
• 28:23
  great guy and you know love have love having loan officers like that really take part in in our
• 28:29
  platform well I just think that's a great example right to I'll hit that phrase again growth engine
• 28:34
  because a lot of people have a CRM which is I think the bigger frustration with people when they
• 28:39
  complain about CRM's is like they use it as a data repository like a fancy Excel spreadsheet
• 28:44
  you know and there's got to be what we've been talking about here all along is there got there
• 28:48
  has to be intelligence and then integration between these various you know life events that go on
• 28:55
  and I think that's so you guys knowing from when you and I talked originally like seven years ago
• 29:00
  you've come a long way and really built that capability from what I can see yeah yeah we we
• 29:04
  haven't I think there's amazing loan officers in our industry and we're very very grateful for the
• 29:10
  opportunity to you know partner with them and build alongside of them and I would say where
• 29:15
  you know where we're at in our evolution is really building we built tremendous amounts of
• 29:21
  infrastructure enterprise great infrastructure that can do things at massive scale and then now we're
• 29:26
  we're really going in and obsessing about how do we help loan officers just be more productive
• 29:31
  with little things you know UI enhancements and sort of those little things that really matter to
• 29:37
  them day to day you know so our team's actually sitting by and we're pretty excited about some
• 29:42
  of the things that you know that we're doing here and most of this feedback has just come from
• 29:47
  you know hearing from the loan officers who are in the trenches every day but what's exciting
• 29:52
  Jeff is the conversations that we're having you know maybe two three years ago it was well I want
• 29:58
  the button to be blue and I want this to this drop down to be here they're asking better questions
• 30:03
  they're saying here's what I'm trying to accomplish right here's the outcome that I'm trying to get
• 30:10
  and many cases uh in it's inspiring that you get to work with these people because they're very
• 30:15
  forward thinking but in many cases they're saying yeah the way that such and such team has done it
• 30:22
  for the last 20 years I'm not necessarily concerned with that what I am concerned with is is
• 30:26
  there a better way and what's the way what's the where's the industry going so that I can be on
• 30:32
  the bleeding edge of how to build this growth engine correctly not just hey I want to manage a
• 30:37
  lead they're asking better questions yeah exactly and I'm going to close out on that question
• 30:42
  in a moment about where the industry is going but before we get to that question I got to ask this
• 30:46
  one hot take on how loan officers in today's market can be more valuable to real estate agents
• 30:54
  yeah um very simple and uh I you know I had the opportunity one of the best in the business
• 31:02
  shoppanozian you may know who shant is I think he's just an exceptional
• 31:09
  loan officer advisor expert he's now president of a large lender uh and because he's put such a
• 31:15
  great team in place his his goal every day when he's out doing what he does is educating
• 31:22
  the real estate partners and consumers as well but specifically speaking about real estate agents
• 31:27
  the value that he brings to them is collaboration and and and really education on how they can
• 31:34
  close more business how they can grow their business right and he approaches it from that
• 31:40
  perspective right versus just this transactional relationship and I think that's really ultimately
• 31:46
  it is be more uh strategic in your relationships with realtors sometimes quality over quantity
• 31:53
  right so I I don't need to touch a thousand of them I want to find the 50 or 20 or even 10
• 32:00
  that I believe match with my business and where I want to do business and then I want to figure out
• 32:05
  how to be a valuable partner to them and I might might start by making them aware of how to close
• 32:10
  more buyers or how to feed their you know how to how to help their team grow right those types of
• 32:14
  things 100% yeah shan's awesome he's been on the show twice uh he does something his playbook is
• 32:20
  similar to what we help elbows do uh which is lead with education right what we're talking about
• 32:25
  here teaching classes events all that kind of stuff yeah educating gauge advisement it's those
• 32:29
  three goals do you have that trademark because I might swipe it yeah well I think we're supposed to
• 32:34
  have a trademark but you can use it buddy anytime I whatever we'll work that out later all right so
• 32:39
  the closing question then we'll be um soon as you just referenced that a second ago uh what will be
• 32:43
  um we'll be significantly different you think um in this industry marketing wise you know two
• 32:49
  years from now that's that's people need to prepare for so they're they're ultimately uh
• 32:55
  agentic AI is going to be um augmenting enhancing and replacing certain parts of the process
• 33:02
  right and so I'll speak to the part that I'm closest to which is I'm going to as a loan officer
• 33:10
  have AI agents that can um call my past customer database for me can schedule appointments on my
• 33:18
  behalf can um text every single person in my pipeline to let them know when there's a movement in
• 33:24
  rates all of these things can be done automatically um by AI right and so if I think about um just how
• 33:34
  that transforms that customer journey uh it's going to be a dramatic shift for for in a dramatic
• 33:41
  benefit uh in my opinion uh for many many loan officers and producers that that think this way
• 33:48
  and embrace it so um the industry is still going to be about getting people into home ownership
• 33:53
  educating the market the differences are going to be in some of the machining and the systems
• 33:58
  and how it's executed well I think that's a positive message for us who are you know sales oriented
• 34:04
  where you know those are some of those tasks that are time consuming um and those can kind of pick up
• 34:10
  or capture those missed opportunities where we might be too busy or you know working on more strategic
• 34:16
  things deep work those kinds of things but ultimately back to us having a conversation with a
• 34:21
  prospector client and you know not to go to to down the rabbit hole on this but ultimately uh
• 34:26
  I think it has the not I think I know it has the potential to really elevate the quality of life
• 34:32
  for a lot of salespeople as well yeah right yeah what gives you energy probably gives you energy
• 34:37
  is not calling leads looking for opportunities or calling databases or calling my age pipeline
• 34:44
  it's actually having really meaningful conversations with consumers and realtor partners and so on
• 34:49
  and so forth and if I can do more of that my quality of life better is better I'm happier and
• 34:54
  and by the way you're going to produce more because you're doing high value activities yeah I like
• 34:58
  what you said though like better quality of life as well because you know there's some emotions attached
• 35:02
  to this whole AI thing bubbling up and some people yeah different reactions to it but I think
• 35:06
  ultimately I like to give the example Joe this is funny and I know you can appreciate this is
• 35:11
  every technical technical advance has has usually met with some bit of resistance early on
• 35:17
  and I was reading I was reading an article that said when um electricity was invented and
• 35:22
  starting to be used there were people who rejected it and wanted to maintain gas lamps yeah
• 35:27
  because they thought it was possessed yeah yeah it's it's a hundred percent true that's just the
• 35:33
  way it is in every innovation cycle yeah this one's no different yeah so embrace and uh yeah it's
• 35:39
  it's just gonna be there's gonna be people who are going to resist that and you know my strong
• 35:44
  opinion is I I wouldn't want to be in that camp because um I I ultimately think it just elevates
• 35:50
  so many things there's so much potential and uh it's it's it's it's happening everywhere in every
• 35:55
  industry uh and very quickly well Joe this has been awesome conversation great to catch up after seven
• 36:02
  years uh for those who want to learn more I think two places perhaps we talked about they could
• 36:06
  connect with you on LinkedIn number one right of course yeah well on LinkedIn absolutely so we'll
• 36:11
  link up your uh profile link in the show notes and then of course they can go to totalexpert.com
• 36:15
  there's all kinds of great content in there they can request a demo they can go to your blog any
• 36:20
  other direction you want to give them as far as connecting with you yeah yeah reach out and engage
• 36:24
  with us our teams at a lot of the conferences and things like that we'd love to have a conversation
• 36:28
  show you what we're up to if you haven't been in the system for a while educate you we're we've
• 36:33
  invested many millions of dollars in in R&D this past year and a half to two years and a lot of
• 36:38
  that's now coming to market and so there's a lot of really great things happening inside total
• 36:43
  expert with our customers and a big announcement coming soon depending on when you're listening to this
• 36:47
  so yes very soon we look forward to that Joe appreciate your time I know you're super busy and
• 36:51
  listeners you know what to do if you like this episode share it with somebody who you think might
• 36:54
  find this conversation relevant leave us a review and uh we'll see you on the next one bye for now
• 36:58
  okay that's it for today's episode before we wrap up I just wanted to remind you about my agent classes
• 37:04
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• 37:14
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• 37:20
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• 37:30
  and while you're there don't forget to check out the success stories from other mortgage bros
• 37:34
  who've already seen incredible results thanks for listening and I'll see you on the next episode