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The Systems That Took My Real Estate Business From Chaos to $1M GCI | Kiran Ghandi · The Real Estate Agent Playbook

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when I came across Karen Gandhi from Toronto
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Canada my life was a mess
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I had a ton of transactions
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I was doing 40 or 50 deals a year
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and I couldn't give up control
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Karen came in she was like an angel on stage
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and I was like I need her to coach me
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I took the plunge
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and it absolutely changed my business forever
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leaving me in a much better place
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allowing me to currently put on eight listings
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with no stress I know everything's taken care of
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because of her coaching and her systems
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that she helped me implement my business
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while maintaining that control that I thought I needed
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but giving me the time freedom
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and the delegation
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freedom to do the things that I do best
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and that serve my clients
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Karen was able to dive into my business
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help me almost immediately
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which has allowed me to put eight listings
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on the market with limited stress
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because of the system she helped me create
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I cannot wait for you to hear exactly what she's doing
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and if you're nearing that point of burnout
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watch this video first and by the end
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you'll feel like you have a little sense of
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of safety
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and she will absolutely change your business forever
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let's go
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we have the one and only Kiran Gandhi from Toronto
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Canada here to talk all things systems
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I talk to agents all the time
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and Kiran personally changed my life when she
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coached me personally
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and gave me systems to the madness
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after doing 40 or 50 transactions a year
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so Karen welcome to the show
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and let's just start off with a little bit of
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of your story and and how you got here okay
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amazing thank you so much for having me
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I love it when people like you you know
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previous clients they actually implement what I teach
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and then they see the results at the end of it
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because so many of us are just
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you know notoriously
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just consuming content and looking out at things
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but never actually putting it into practice
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so that's really great
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um my story goodness
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where do I begin
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so I've been in the industry for about what
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13 years now
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and if we're speaking about systems specifically
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it came as a result of having been a realtor myself
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for six years and having scaled from
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you know a few hundred thousand dollars to $1 million
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in GCI with my team at the time
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but doing it like a chicken with my head cut off
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having absolutely no structure bending out
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wanting to quit the business
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so it's not something very glamorous that I did
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because I really just had the desire to
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but it is something that I did
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back in the day when I was selling
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because unless I did that
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I wasn't gonna be able to sustain the business
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grow the business
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and live the life that the business is
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supposed to cater for me
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and not be a slave to the business
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so I think for me at the time
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I had to take a step back and zoom out
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and really take a look at the bigger picture
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and ask myself OK
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is this how I wanna continue operating
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is this like
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if I continue like this for the next two to five years
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where am I gonna be how much hair am I gonna lose
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how much sanity am I gonna lose
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and so so that one breaking point right
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and I think
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as the markets have shifted across the country and
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and world technically um
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like tell me about that one breaking point
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where you realize like
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I just can't do this and I
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I believe it was in the 200 300,000 dollar GCI range
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yeah when you did it
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so tell me about that breaking point
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cause I think a lot of agents
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feel like they're getting close to that
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at least the successful ones
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it's interesting right
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we get into this business thinking there is no ceiling
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thinking that we can have
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we have the capacity to make unlimited amount of money
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and getting into it we don't always realize oh
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we there's no real like
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acknowledgement of the fact that there's gonna be a
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so much work to do like
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how much it takes to put up a listing on the market
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how much goes behind working with buyers
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and whatever your specialties
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but like
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just the amount of work that there is included
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and the fact that we're capped at our capacity
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there is you know
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that unlimited um
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potential remains a potential
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because we're not able to tap into it
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due to the fact that we're operating inefficiently
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and not like an actual business
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so for me that breaking point
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I mean
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it's nothing it wasn't like a big thing
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but it was me running around
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and my mom calling me and asking me hey
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so it's four PM my time and she's asking me
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so like how's your day
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what you have today to eat
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cause you know
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moms care about that stuff
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and
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and I honestly couldn't remember
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so I was driving and I pulled up my car
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and it was just a moment of
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what am I doing with my life
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I wanna like I'm making money
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I know I'm capable of so much more
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I'm trying to implement all these new things
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these marketing strategies
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these you know
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things for my listings that I wanna do
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but it's costing me my own health
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my own well being and everything else around it
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so I think that was
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like a point where I had to just step back and be like
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no I cannot operate like this anymore
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yep and so
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you know a lot of people talk a ton about that's like
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when you start a team or you start a brokerage
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your story is a little bit different
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while you did start a team
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it wasn't necessarily like
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you know get as many buyers
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agents and throw internet leads at them
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and hope that they produce and kind of leverage them
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so talk to me a little bit about the process
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and you know obviously
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what you've shared with me is the finished product
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but what did you do in that moment
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to do things a little bit differently
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which you're so great at doing anyways
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but what what did that look like when you had that aha
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like I can't do this anymore like the money is great
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I wanna be more what was what was that process like
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I mean there's no one right way to scale this business
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or to grow in this business
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and you're right
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most people at that point are just like okay
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I need to hire let me you know
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take a step back before I answer that question
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I did try that before I hit my breaking point
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but the issue is because I was so busy
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because I didn't really know
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what the right hire for the business was going to be
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at that time I just did what everybody else does
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let's bring an admin let's bring an advice agent
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but I failed not once not twice
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three times and the reason I failed was because I
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you can't expect somebody to come in
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into an absolute like mess and chaos and
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and somehow grow that like
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you need an operations person to be able to do that
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for that kind of skill set
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so I failed at that point
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so I was like okay
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you have to be very intentional with um
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growth when it comes to like
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you know human resources
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you have to really ask yourself
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where am I bending out so for me
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I never had the desire to have like
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a massive team or anything
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it was more so just okay
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here are the things I'm doing on a day to day
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that are absolutely just you know
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killing me and taking up so much time and energy
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all I really need is
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is somebody to take care of these things
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and for me that hire wasn't an admin
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it wasn't a buyer's agent
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it was a licensed agent who was the right personality
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who could work with clients
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but also enjoyed doing the back end work
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and needed an opportunity to grow within their own
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career so they're not fully tied to me
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they still have their independence
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but working with me and my business
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and helping me out with my listings
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it paid them it paid them a flat fee
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it gave them the incentive to be able to work with
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leveraging that listing
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while still being able to run your own business
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and for me that was a sweet spot
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so you know
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we created the role of like a listing coordinator
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PSA who's a licensed agent that you can bring on board
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and again you know
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we for me
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that was like the perfect fit
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it was exactly what we needed
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mm hmm and I mean
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people are always like can I shadow you right
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and my problem is like yes
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you can shadow me but that adds another task to my
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my day and my business yeah
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because I don't have the system in place to
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to get that set up
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and I think the key point in your strategy that I have
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I have uh
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now incorporated as a listing coordinator
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and there's more right
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I've only I've only dug in to
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to the very tip of the iceberg
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but if you feel like you're at that point where you're
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like can someone just look at my business
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like her link's below just do the thing
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press it schedule a call
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she can probably solve a lot of your problems
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and the cool part about her is she's done it right
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so talk to me a little bit about how you did that
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because I'm sure it wasn't just like
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oh listing coordinator
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this is perfect I have this listing coordinator now
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I can just call him up and say hey
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got a new listing go
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so talk a little bit about kind of
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your strategy behind that
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you've talked to me about the endless
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you know nights and time and like
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your strategy of implementing this
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and how it wasn't just like
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let's test it and see
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and I want to incorporate a little bit
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because this is the modern day VA problem right
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we just we're like oh we need a VA
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it's only gonna be $3 an hour or $5 an hour
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whatever it is cool I'm gonna get a VA
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and then we'll figure out what to do later
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what you did change the game and LED to your success
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so let's talk a little bit about that yeah
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so we have to and and again
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like we built out sopes before sopes became cool
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this is years ago and
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we didn't even know it was an SOP
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when we were creating it
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because nobody was teaching this stuff honestly
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like
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I think that's the gap I found when I was an agent
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I was like okay this is great like I can go coach this
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that the other
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like
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I looked at everything and systems were being taught
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but not in the way that I needed it
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so we just and you know mind you
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we're already really busy
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but what we had to do was spend
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you know sometimes a whole day working and at 10
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11 o'clock go to the office
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put up a whiteboard and create SOS
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which meant we wanted to create a process
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that anybody who can read English
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can follow the instructions
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and conduct the task
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without us having to explain ourselves
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without us having to give instructions
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or train anybody right
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I mean there's always gonna be some level of training
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required of course
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when you're like on boarding somebody
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but the goal was to create a process
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that they can rely on
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now this obviously solves a few issues number one
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you don't have to manually train
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people over and over again
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and I mean like minuscule steps
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steps that most people don't even think about putting
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in their process
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most people when it comes to listings or buyers
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just have a little checklist that they
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let's be honest don't use um
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this was very different
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we took it like we broke it down to
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let's think about the first thing we do
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the moment a client calls us
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to come in and do an evaluation okay
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what's the first thing we do
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what's the second thing we do
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every little thing so we wrote it all down
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how can I now if somebody
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somebody else is to do this task
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how do we support them with that task
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without personally supporting them with the task
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do we record a tutorial video
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do we give them a step by step document
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do they need an email do they need a resource
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so it's tedious it's a lot of work
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but what that did was it once that's built
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you have such a sigh of relief right
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because now
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the person taking over is relying on the system
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there's communication between you and your coordinator
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happening through the system
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there's communication between you
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and your clients happening through the system
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your clients are always in the loop
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everybody knows where everybody's at in the process
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nothing slipping through the cracks
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and now
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God forbid
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even if this person was still live with leave
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which you know
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ours didn't because she loved the process
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it worked out magically um
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if they were to leave
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somebody else can come in and there's a system
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and that's the fear
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most people have when they're hiring right
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I'll put all this energy into one person training them
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and then they leave anyway
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like I hear this all the time
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so there's that fear of delegation
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there's that fear of like
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turnover when it comes to staff
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and that was the thing that changed the game
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because now I can have 10 listings on the go
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and it doesn't matter
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because I know where every single listing's at
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I know what's being done what hasn't been done
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who's doing what it's
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it's on a dashboard yep
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and that's key
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because I don't care if you're a broker owner
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you're a team lead
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you're a solo agent trying to implement this
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like the retention pieces is massive right
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there's so much that goes into a training process right
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even if you're teaching your baby agents how to
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you know
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put it their first listing on or have their first buyer
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you know from consultation to
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to close and and hopefully be on that
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and so this this system works
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for everybody right like it can be an onboarding system
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it can be a listing system
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it can be a conversion system
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and as she's developed
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like she said SOS before SOS were cool
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I mean yeah
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you have to go in and tweak it from time to time
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when they change the interface
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or they change something at the board
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or something like that but I mean
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ultimately how long did it take you to build that
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that specific system out for you
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to have something
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where you could hand it off to somebody and
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and go I mean
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time for us it took us a while
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I'm gonna be very honest with you
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because we had no guidance
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we were just winging it but I don't know
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a matter of a couple months maybe because it did
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you know per system
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I say and you made a really good point once it's done
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the framework's done
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but I wanna add that you have an opportunity
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you have an opportunity
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once you've built out your process
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to actually look back at it and ask yourself
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how can I make this better
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so you you know we've worked together
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so I gave you some like
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custom notes and custom for sale
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so we have like a custom elite listing system that I
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you know I wanted to do for my clients
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but the more you incorporate
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the harder it gets to like
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manage your day to day operations
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but the cool thing with the system is
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now you can actually look back OK
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this is this is what the journey is
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this is what the client journey is
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this is their experience how can I add to it
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how can I put the cherry on top
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like what is going to be the thing that wows them
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because
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that directly translates into client satisfaction
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and repeat and referral business down the line yep
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I just did my first custom yard sign
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and every time I go to the house
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someone's staring at it
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which is exactly what I want them to be doing
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and so you can
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you can make it really customized and cool
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and who wants to get you know
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top notch commission and have no questions asked right
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we all have those agents
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I've done a ton of videos lately about agents
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just saying all the things that they do and
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you know how
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how busy they are
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and all of the different things that they do
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within a transaction right
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it's really not any different than somebody can chat G
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b t or find a checklist that Karen alluded to online
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you have to make it different
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and the system allows you to do that
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whether it's a template whether it's it's just an idea
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right you're going into a listing and it's like okay
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like I'm up against the best listing agent in in town
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I'm gonna drop in a custom listing sign
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I'm gonna drop in you know
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some staging and things like that
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and you're upping your value
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and when it's all said and done
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no one's asking for commission reductions
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because they see the value
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it's demonstrated
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and it was all built on the back end of a system
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absolutely
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and you can go on and customize it and change it
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so that's that's incredible
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and so talk about how okay
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you got this going like come on
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300,000 to 1 million like you had it
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you implemented it pretty quickly right
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and you put it in
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and so talk to me a little bit about that
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and then how you went into okay
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now how can I build a system for these buyers
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and how can I build an open house system
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and and all of the things that you offer
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talk about those next steps
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and kind of how you scale to be
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what I think is one of the
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the best in the business system
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systems trainers there is in our industry
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thank you you're too kind
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no honestly
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I think once you um
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build it out and you set so and I you know
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you always start with the thing
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that's your biggest pain point
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listings were the biggest pain point we had
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so that was the first one we tackled
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but once you do that you start realizing
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hang on a second what's my second time suck
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I'm also doing leases for investor clients
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and they don't wanna work with anybody else
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but they're taking so much of my time
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let's do that next okay
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I wanna work with buyers let's do that next
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hey we're investing a lot in online leads
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do we have a process for that
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what happens when an online lead comes in
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what communication do we send out
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do we have market reports that we're sending out
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do we have videos for this
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like you your brain starts to just be like
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there's so much opportunity
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within the business to
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become structured and streamlined
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because you see the results of building out one system
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right
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like most most agents
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don't really have a process for these things
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they don't really have like
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okay when a new lead comes in sure
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they'll call sure they maybe for the first 72 hours
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but what about after that
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what communication is being sent out
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how are you inviting like
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there's so much that you can do
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and I think it really helps optimize your business
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and that's exactly what we did right
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we had to I mean
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I had all these creative ideas and I was just like
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I wanna do this I wanna do this
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I wanna do this
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and all I kept hearing from everybody else was like
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okay sure
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if you have the time to do it
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do it but it's on you so like
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I gotta find a way to do this
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gotta find a way to do all these things that
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I wanna do because I wanna do them
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and I know that they create such safety for clients
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and I think this is the biggest things
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anybody that's looking to work with you
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and and this applies whether you're a new agent
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whether you're an experienced agent
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like somebody is looking to hire you
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out of a pool of hundreds of thousands of agents
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that are out there where very crowded space right
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if you have your ducks in a row
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and if you have a system
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for everything that you do in your business
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your clients are gonna sense that
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they're gonna feel that energy
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they're gonna feel safe with you
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they're gonna feel like okay
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this person knows what they're doing
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so if you're new agent
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and you build out systems early on
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your your clients potential clients
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they're not gonna
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wonder how long you've been in the business
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they're not gonna question it
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because the structure implies
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that you know what you're doing
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and I think that's the that's the most beautiful thing
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and and you know
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I think that's priceless
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yep absolutely
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and one of my favorite things about you
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there's a lot of real estate coaches
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there's a lot of gurus out there
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that either did it for a very short time
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and then decided they were more of the teaching kind
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and kind of took advantage of family members
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or whatever you know
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what they had already built
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but the fact that you were in it right
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and the fact that you had that
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that breaking point tell me about
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you know scaling to 1 million GCI and like
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what was the decision to be like I
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this is bigger than just my business
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and kind of stepping out of that
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that transactional role
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tell me about that decision and kind of
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kind of what you've
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you've built since within your coaching
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so I think the biggest thing is just like
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you realize what's possible
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we don't see what's possible for us
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when we
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running around like a chicken with a head cut off
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we don't realize the opportunity that exists
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within this business and for me
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it was just like
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I was very clear that this isn't the path
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I wanna continue going down on
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because I would have hated what I'm doing
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and I would have left the business
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I wouldn't have been able to explore
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further opportunity within the business
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had I not had a systems mindset
19:42
like I'll give you an example
19:43
because of the things and the structures that we built
19:46
I was once just you know
19:48
and this is like after my uh
19:50
real estate career was like
19:51
officially sales days were over
19:53
I was traveling to a different city
19:54
and I saw a building and I was like
19:56
this is a really cool building
19:58
like people should invest here
20:00
long story short I teamed up with somebody else
20:01
we ended up doing I think
20:03
62 sales in that building
20:05
and I help the builder build out systems
20:07
cause I'm like OK
20:08
you guys are not doing this right
20:09
let's do it again
20:11
like there's gotta be a process for this
20:12
you know your clients are unclear about this
20:14
this this
20:15
this this
20:15
so once you once you build out processes
20:19
because you can take a step back and breathe now
20:21
and you can you have structures that are operating
20:24
and now your business is something very tangible
20:26
that's running without you constantly present
20:31
you have breathing room
20:32
you have space to explore more opportunity
20:35
and more opportunity leads to growth directly to GCI
20:38
growth directly to other things that you can do
20:41
yep and I think that that's that's the key is
20:47
once you get to that breaking point and it's just this
20:50
right it's I'm doing this onto the next thing
20:52
onto the next thing and you're doing it
20:54
a lot of agents tell me like well
20:56
I have to do it right
20:58
I'm a control freak is is a word that I hear a lot
21:01
oh yeah
21:02
and and
21:02
and tell me a little bit about how
21:05
you maintained control
21:06
because I know that your business
21:08
was extremely important to you
21:10
on the sales side
21:11
but but tell me like you've cracked the code right
21:15
you're able to maintain control through your system
21:18
and tell me about kind of that freeing feeling that
21:20
that you had at that point
21:22
it's insane it's so great because okay
21:27
so you know
21:28
somebody asked me this question and
21:29
and I think it applies here is like
21:31
you know what's the biggest thing holding
21:34
top producing agents or good agents back
21:37
when it comes to building systems
21:39
and the reason is exactly what you said
21:41
it's a fear of delegation
21:42
and why does that like let's peel that back
21:44
fear of delegation because they're afraid
21:47
that the person that they put in charge of that task
21:49
will not be able to complete it to a certain standard
21:52
and if you're somebody who has standards
21:55
it may may turn you into a control freak
21:57
it may turn you into somebody
21:58
who just is so afraid to out delegate
22:00
because they're afraid that the quality of
22:02
whatever it is that they're doing
22:03
will not be up to par
22:07
the system mitigates that
22:09
because now you are communicating your standards
22:12
into the process so I'll give you an example
22:16
hiring an ISA right
22:17
we recently just helped a really big team
22:19
build out their ISA processes
22:21
so many people could benefit from hiring an ISA
22:24
because it would directly help them with qualifying
22:27
leads and again
22:27
freeing up time
22:28
and it's usually like not such an expensive hire
22:30
but a very valuable one at that
22:33
so this is a top producing team
22:36
and what we did was okay
22:37
let's take a step back and let's
22:39
let's build out a process for your ISA
22:41
let's train them on your objection handling
22:45
let's train them let's give them a manual and videos
22:48
and everything else that they need
22:49
and set them up for success
22:52
and the process entailed recording calls
22:56
transcribing those calls you know
22:58
using AI to help build out Q&A
23:00
like there's so much opportunity within that
23:03
but you're able to hire and grow
23:08
much more effectively without impacting the standards
23:12
or the voice of your brand
23:13
or the quality of your brand
23:15
or the perception of who you are as a business
23:17
it stays intact
23:18
because the only reason it wouldn't stay intact is
23:21
and you'll find out very quickly
23:23
is if somebody isn't reading or following instructions
23:27
which can happen right like
23:28
I mean there's you're not immune to it
23:29
but you just reduce the risks so tremendously right
23:34
and as you're dialing it in
23:35
you know right
23:36
cause you're still in the process
23:37
you're still maintaining that control
23:38
you're still in communication with your clients
23:41
and you know
23:42
as simple as like
23:43
a text message gets sent out that you're like oh
23:45
that was in a group text and not not here right yeah
23:49
make sure you're focusing on the system and do this
23:51
but it helps you find and and sift through a successful
23:57
you know
23:58
listing coordinator or buying coordinator or ISA
24:02
quickly right
24:03
as opposed to well
24:05
I'm busy this person has some good experience
24:08
like let's throw them to the wolves and you
24:12
you just don't know no right
24:13
and so you still ain't maintain that element of control
24:17
but instead of just you know
24:19
picking out from a hat
24:21
like hiring a VA or hiring somebody
24:23
you put something on indeed and you get 20 applicants
24:27
you can start to understand okay
24:29
like this is a system let's try them out
24:32
especially in your system because there's no contracts
24:34
it's not like we're hiring so for a listing coordinator
24:37
it's like a house by house contract
24:39
yeah right
24:40
yeah and and you can see but then you're able to OK
24:44
who's work who do I work well with
24:46
who takes my information and understands it
24:49
and implements it the best
24:50
you go with that person versus
24:53
you know trying it you know
24:56
kind of throw them in the wolves help me build this
24:58
you know help me I'll help you build this and then oh
25:02
that didn't work out something happened
25:04
yeah right
25:04
we had a gap in the system
25:05
or we had this on to the next yeah
25:08
I can promise you from experience
25:11
hiring somebody with this system is
25:14
is as simple as that
25:16
and you'll spend far less time hiring and firing
25:21
and training
25:22
when you have this system completely dialed in
25:25
and that's exactly what Karen is offering uh
25:29
we are about to launch a you know
25:32
an intensive program where she's gonna
25:33
help you build out all of these systems
25:36
it's a six week process
25:38
she's going to give you all of the information
25:40
for you to take this and go
25:42
so talk a little bit about what that
25:44
cohort's gonna look like
25:45
and and obviously the link will be below
25:47
but you can
25:48
you can tell them where to kind of start following you
25:50
and and even get a little FOMO
25:52
if they're not ready to commit
25:54
of course so I mean
25:56
you know you made a really good point
25:57
right like
25:58
I mean it's so expensive to hire an amateur
26:00
it's so expensive to hire without
26:02
and the commitment level
26:04
when you're hiring somebody without processes
26:06
full time and training them
26:07
investment is so high
26:08
and the risk is really really high too
26:10
whereas with the system that we use
26:12
there's really no commitment unless unless
26:14
you know except for the one that's in front of you
26:17
so you're really able to find the right people
26:20
and the risks are significantly reduced
26:23
so as far as I see
26:24
it's a win win situation for everybody involved
26:26
and I mean
26:27
that's exactly what we wanna do and break down
26:30
I mean it doesn't have to take you months
26:31
and months and months like it took me
26:33
because I was building something from scratch
26:36
and what I wanna help everybody else do is
26:39
take advantage of everything that we've already built
26:42
tried out tested and you know
26:44
applied hundreds and hundreds of times
26:47
and let's put that
26:49
let's implement that and set that up in your business
26:51
so each week if it's a six week cohort
26:54
each week we're going
26:54
to look at a different area of your business
26:56
and it won't just be me speaking at you
26:58
because you've had enough of that you
27:01
you hear people speak at you all the time
27:03
this is different
27:04
this is actual let's roll up your sleeves and do this
27:10
let's roll up your sleeves and actually implement
27:13
and build because that's what you need
27:16
and the beautiful thing is
27:17
we already have the templates
27:19
we already have the structures we have the framework so
27:22
you know it helps you like
27:24
you're 75% of the way there with this
27:27
with the with the workshop
27:29
you just need to fill in the gaps and personalize
27:31
the other 25% yep
27:34
million dollar GCI course
27:36
and it's not gonna cost $1 million
27:38
so whether you're watching this on replay or you are
27:42
you know watching it right when it comes out
27:45
the next one starts this week
27:47
and there will be more to come
27:48
so definitely check her stuff out
27:51
Karen Instagram probably the best place to find you
27:53
what's your Instagram handle
27:54
oh it's a at Karen Gandhi with 2 underscores
27:58
but I'll send you that information
28:01
2 underscores 2 underscores
28:03
thanks so much you've personally changed my business
28:06
allowed me to delegate
28:08
allowed me to release some control um
28:10
and really higher smarter and scale faster
28:14
so I appreciate you so much
28:16
do you have one last parting word for
28:19
for those agents that might be just stuck
28:23
uh you always say stuck
28:24
unless you do something differently and
28:26
and unfortunately like
28:27
there's no way for me to say that in any nicer way
28:30
if you're stuck you have to take two steps back
28:34
in order to be able to take those 10 steps forward
28:36
you have to zoom out unless you do
28:38
nothing's gonna change
28:39
and you might continue doing this for the next 5
28:44
10 years and then look back and ask yourself
28:46
is this you know is this what I really want
28:48
so you have to in order to get unstuck
28:50
you have to plug yourself out of the daily grind
28:54
zoom out take a look at the bigger picture
28:56
and decide that you wanna do things differently
29:00
and run an actual business
29:02
there's no time like the present
29:03
when I met her almost a year ago uh
29:06
I was in that position she told the story
29:09
I saw myself in it I took action
29:11
it changed my business forever so uh
29:14
look her up and we'll see you on the next cohort
29:17
sounds good thank you so much for having me
29:19
this is great yep