Be Transparent for Your Customers (JJ 633)

Be Transparent for Your Customers


Jack Butala:                         Jack and Jill here.

Jill DeWit:                            Hi.

Jack Butala:                         Welcome to the Jack Jill show, entertaining real estate investment advice. I’m Jack Butala.

Jill DeWit:                            And I’m Jill DeWit, broadcasting from sunny southern California.

Jack Butala:                         Today, Jill and I talk about why it’s so important to be transparent for your customers. It actually goes against my intuition.

Jill DeWit:                            Oh my goodness, I know.

Jack Butala:                         Doesn’t it?

Jill DeWit:                            No, no, it doesn’t for me but I understand why it does for you. That’s what.

Jack Butala:                         I guess.

Jill DeWit:                            For me, I’ve always been transparent.

Jack Butala:                         Have you?

Jill DeWit:                            Oh my gosh, yes. I have always.

Jack Butala:                         This is going to be a good show.

Jill DeWit:                            Oh my.

Jack Butala:                         I have a lot of questions.

Jill DeWit:                            I normally will say too much and put my foot in my mouth. It’s a DeWit thing.

Jack Butala:                         I’m going to start writing the questions down now.

Jill DeWit:                            Oh gosh.

Jack Butala:                         Before we get into this topic, let’s take a question posted by one of our members on the online community, it’s free.

Jill DeWit:                            Okay, Jeff U. asked.

Jack Butala:                         Jeff U.

Jill DeWit:                            I know, I thought about that too. That’s so funny.

Jack Butala:                         I bet he’s so tired of that.

Jill DeWit:                            I know. That’s so good. All right. First, thank you in advance for your advice and your response. I was, that’s the way to start by the way, now I want to help the guy.

Jack Butala:                         Thanks in advance for your banter.

Jill DeWit:                            For taking time out of your busy, busy, busy, busy, busy days, to consider my menial, small, just kidding. No, I don’t know. I’m just kidding.

Jack Butala:                         Oh my gosh Jill.

Jill DeWit:                            I know. Okay.

Jack Butala:                         Thank you, your highness.

Jill DeWit:                            Silly. I was looking at census data to find lower populated counties. Then I thought to myself, what would be a good lower number, I would assume lower, the lower the better. But I could be mistaken. And should I be basing it off of the square miles, X amount of people in a square mile, in the county, question mark. I know I would be, I would not be buying back tax properties as a priority but I want to see how good slash bad, a county is, with how many delinquent taxes they have. My question is, how would I determine if a county has a high percentage, based off how many people live in the county, of delinquent taxes. Thank you again for your help.

Jack Butala:                         You know what.

Jill DeWit:                            Take it away Jack.

Jack Butala:                         You know what I’m going to say right?

Jill DeWit:                            I do know this, this is all you.

Jack Butala:                         All these questions are answered in our program, the Land Academy program.

Jill DeWit:                            That’s not what I thought you were going to say.

Jack Butala:                         Every single one. Well, that’s the nice part of the answer.

Jill DeWit:                            Okay, got it. Oh no.

Jack Butala:                         What did you, how do you think I’m going to answer this, I want to hear this.

Jill DeWit:                            I thought you were going to go into, here’s what I do and you look at this and you look at that. I wasn’t going to say, like I should say …

Jack Butala:                         I was just going to bore everybody to tears.

Jill DeWit:                            Jeff, Jeff, get out the encyclopedia. Now let’s go to the letter, let’s see, this starts with county, starts with C, let’s all go to county shall we? Let’s do this together. I just like heard it going. What?

Jack Butala:                         Is it that bad?

Jill DeWit:                            No, it just came out funny. It’s not where I thought you were going. So, all right.

Jack Butala:                         This is the truth lister.

Jill DeWit:                            Jeff, I’d really love to help you but my time is up.

Jack Butala:                         Jill and I started to record a second show, it’s not about real estate at all, it’s about people in relationships and all kinds of other stuff. That’s probably why we’re in such a good mood on this show because …

Jill DeWit:                            We have something to talk about.

Jack Butala:                         That’s some valuable advice.

Jill DeWit:                            There’s some sort of structure. If you want to call it structure, yeah. It’s so good.

Jack Butala:                         Okay.

Jill DeWit:                            Sorry.

Jack Butala:                         Forget about census data.

Jill DeWit:                            And structure.

Jack Butala:                         Throw out census data. Census data is good for getting it down to census track, which is good for buying a house, finding places to buy houses. For land, it doesn’t, it’s immaterial because it’s too neighborhood specific. We teach and throughout the program, that people per square mile or saturation, is incredibly important. In fact, if you go on and go to the real estate or the resources section. I have all of the census maps. Not the census maps, the population maps, population density maps.

Jill DeWit:                            Density maps.

Jack Butala:                         For every county in the country and they’re color coded. It’s really, really, really valuable stuff. And I’ve got population numbers, population per square mile and the whole thing, for every county. All 3400 of them. That is how you chose a county to mail in, in my opinion. You don’t want to mail in general for all just sheep property, really urban counties. And you don’t want the real rural ones you can buy some great property but I haven’t caught up with laughing so hard.

Jill DeWit:                            Do you know I was.

Jack Butala:                         Go ahead.

Jill DeWit:                            I was going to compliment Jeff though, I give him a lot of credit for really thinking this way. You know really looking at it, this is what’s important. He’s really thinking about the data and he’s like, back stepping a little bit. Okay, before I even download this county, and really thinking about picking the county and what unique good ways, with all the data that we have available. This is the whole key to everything that we do by the way.

Jack Butala:                         Yeah, think before you do it.

Jill DeWit:                            Is using … Well, yeah, think before you talk. Sorry.

Jack Butala:                         Think before you answer.

Jill DeWit:                            Exactly.

Jack Butala:                         Jeff U.

Jill DeWit:                            Exactly. Oh man. We’re gonna walk around all day saying that to everybody.

Jack Butala:                         I know, I really am.

Jill DeWit:                            They’re going to go, “What is with them?” Our whole staff does that all the time like, I don’t know. Just smile and nod, they’ll go away eventually. So anyway.

Jack Butala:                         This is what i said to your staff.

Jill DeWit:                            Oh no.

Jack Butala:                         Yesterday, I’m almost never in the office but yesterday we had a bunch of interviews, so I … In her office and I said, I just stood up and said, “Is it sexual harassment if she’s my partner and we share the same bed?” And they all just looked at me and just started laughing.

Jill DeWit:                            Oh my god. I must of, not been in the room. I’m glad I was not in the room. I don’t even know if you could talk about that, just kidding.

Jack Butala:                         I don’t know, I think you can.

Jill DeWit:                            I think so, it’s all good. So anyway.

Jack Butala:                         It’s like talking about sex with your kids, you know?

Jill DeWit:                            Yes, that’s scary.

Jack Butala:                         You have to do it but it’s not fun.

Jill DeWit:                            Just once.

Jack Butala:                         Right.

Jill DeWit:                            Don’t bring it up again.

Jack Butala:                         Okay.

Jill DeWit:                            Thank you. Jeff U. So anyway. You have to but thank you, thank you Jeff for thinking about this. And putting the time in and the energy and picking it the right way and not just falling, you know what he tells me too, Jeff is not blindly being a sheep.

Jack Butala:                         Yeah, that’s right.

Jill DeWit:                            And following everybody around.

Jack Butala:                         That’s right.

Jill DeWit:                            Going, well, they’re having success in this county, I should mail there too. Don’t do that.

Jack Butala:                         He doesn’t have yoga pants on.

Jill DeWit:                            Exactly, he is thinking outside the box and that’s the first step to being someone who will be killing it.

Jack Butala:                         That’s right Jill.

Jill DeWit:                            Thank you.

Jack Butala:                         All kidding aside, that’s right.

Jill DeWit:                            I’ve said all I need to say.

Jack Butala:                         This notion of back tax properties is important. Here’s why, I’m going to tell you why it’s important but don’t take it too far. Counties that have a lot of back tax property, there’s something going on there. They’re usually inner city census D communities. And Jill and I have actively chosen not to be involved in that kind of thing. We have members who make a living on that. Or they just have a lot of subdivided property. There’s just a high number of actual properties in that county. The higher the number of properties, the more, it just makes sense. The more you’re going to see that go back delinquent. Or the property is not being used, it’s one of those things. Anyway, it’s a good indication that, if you send a mailer out, not for just back tax properties but to everybody, you’re going to get some, you’re going to buy some property. You just want to make sure that the property and I think that you have not addressed that here. But you want to make sure that, that property doesn’t have tons and tons and tons, that county, of available property for sale. Because you’re just going to be you know, a drop in the ocean there.

You’re on the right track, Jeff, I honestly think you’re ready for the program.

Jill DeWit:                            I think he has the program.

Jack Butala:                         I don’t think so.

Jill DeWit:                            Oh well if he doesn’t, you are ready. You’re thinking the right way.

Jack Butala:                         He hasn’t watched it because we address, he’s just thinking the right way.

Jill DeWit:                            Oh, that could be too, yeah.

Jack Butala:                         He hasn’t opened it yet but anyway.

Jill DeWit:                            Well, he obviously thinks the way we think and that’s important.

Jack Butala:                         Right, that’s right.

Jill DeWit:                            Everybody in our community is, not everybody, yeah, everybody in our community is smart, let’s just say that. I can safely say that.

Jack Butala:                         Today’s topic, why it’s so important to be transparent to your customers and tell them the truth, this is the meat of the show. Since you have a lot to say about this Jill, why don’t you help us. Why is it important to tell the truth? Show everybody what’s going on.

Jill DeWit:                            Because then they believe you and then they know you’re a real person.

Jack Butala:                         To establish trust.

Jill DeWit:                            Ah huh.

Jack Butala:                         And credibility.

Jill DeWit:                            I feel like I was just like a teacher right there. Hey Jill, will you please answer, stand up for the classroom. That’s exactly how that just felt, that was a little spooky.

Jack Butala:                         You spooked yourself.

Jill DeWit:                            Like, Jill why don’t you answer this. What I wanted to say about being transparent, here are my notes. My first point is, we did this all wrong in the beginning.

Jack Butala:                         Yeah we did.

Jill DeWit:                            Slash however, that’s the way things were. Once upon a time, we never knew who the leader of this company was, think about it, Apple, we all know Steve Jobs, we’ve seen moving about this. But we didn’t get to know the Chrysler family in the ’40s, I mean we didn’t know them like this detailed. Then you know, all this stuff about him and you know. Back in the moment.

Jack Butala:                         There’s some huge advantages to owning a small business and when I say small I mean less than 10 million dollars a year. As an owner and the founder, people are going to know you. Remember the Dave Thomas commercials?

Jill DeWit:                            Yeah.

Jack Butala:                         For Wendy’s.

Jill DeWit:                            Wendy’s exactly.

Jack Butala:                         He kind of headed, he kind of started that in the TV era. Before that it was like Henry Ford and Walt Disney, those guys had it all right.

Jill DeWit:                            Right.

Jack Butala:                         You want to know what those guys are doing every day. This is long before social media.

Jill DeWit:                            Exactly.

Jack Butala:                         It’s Dave Thomas too.

Jill DeWit:                            Right. But for a long time it was like, the company was the company, you didn’t really know who was there. And I almost think like, maybe the thought was in our minds, if we see it as a big strong company, that’s more important than seeing the people that work there. Now though, times are so different you know. I think it’s cool that and good that, I’m not going to name names. But even down to politicians and all areas, they tweet, they Facebook post, they share things about going on with, in their communities. Real specific and I know there’s one that sings to you in particular, that you like to follow. And it’s really good information.

Jack Butala:                         Bill Gates.

Jill DeWit:                            Yeah, well that too. Well, I’m just thinking a politician that you.

Jack Butala:                         Oh yeah, yeah.

Jill DeWit:                            I mean he’s not really a politician, he happens to be in a government office.

Jack Butala:                         That’s right, that’s true, Chief of Staff.

Jill DeWit:                            Right.

Jack Butala:                         Deputy Chief of Staff.

Jill DeWit:                            And it’s just cool. So and now times are different. It’s so interesting to me, the number of people that look us up. And just on the, when we’re dealing with buyers and sellers. I mean, way, all the way down to that basic, basic level. Not even people that know about Land Academy or they know about our show or anything like that. But the people that get a letter from us, I never thought this would be happening. People get a letter from us and then they look us up and they want to know you know, making sure we’re legit.

Jack Butala:                         An offer.

Jill DeWit:                            Yeah, exactly.

Jack Butala:                         Offer to buy their property.

Jill DeWit:                            I just find it so interesting. Our members too, that’s where it first kind of hit me a couple years ago, when our members are report or I would get these things from, “Hey, do you know this guy?” I just got a letter from him, is he legit? And based on our criteria now and our transparency, I’m like the, I was the expert to you know, they trusted us enough to vouge for that guy. I thought that was so interesting.

Jack Butala:                         Jill just started a, we’re calling it the Jill DeWit show. It’s the title is still, the jury is out on it. But it’s her, looking into her camera, at the end of the day, talking about what she worked on and whatever is on her mind. I’m producing the show myself in the beginning, before I send it out. I am absolutely fascinated by how honest you are.

Jill DeWit:                            Really?

Jack Butala:                         How heartfelt the whole thing is, it’s not, there’s no fluff.

Jill DeWit:                            Thank you.

Jack Butala:                         I thought when we started down this path there would be like the old school Jill, or it’d be just a lot of like advice that’s spiritual.

Jill DeWit:                            Oh.

Jack Butala:                         You can hang in there, baby.

Jill DeWit:                            Like the cat.

Jack Butala:                         You can do it.

Jill DeWit:                            Okay.

Jack Butala:                         You’re strong. It’s not, it’s heartfelt stuff, it’s like you know, can you give us a little snip it, what did you talk about yesterday?

Jill DeWit:                            Uh? A phone number.

Jack Butala:                         This is transparency at its finest.

Jill DeWit:                            Yeah, okay, yeah. I’m just recording and we haven’t yeah. Was it yesterdays or well, recently when I shared a little thing that we figured out in my office, from one of our boots on the ground people. It’s part of pre-house Academy. We have a couple boots on the ground and we’ve set them up with our 800 toll phone number for them to use, as a business phone. Well, they’re finding that when they call from a toll free number, people aren’t answering the phone.

Jack Butala:                         Because of the caller ID.

Jill DeWit:                            Right, because they see it’s a toll free number. Which we look at as like, that’s showing, you’re a big business. But the other people it’s not received as well, for this type of customer, that they’re calling out to.

Jack Butala:                         Yeah.

Jill DeWit:                            So we changed all that and I shared it. I’m like, that was just, that’s a good piece of information to share with everybody.

Jack Butala:                         That’s why.

Jill DeWit:                            And save you everybody. And you’re right, that is transparency 101.

Jack Butala:                         And that’s again, I come back to owning a small company. That’s one of the things you don’t have to. It doesn’t take an act of congress to make a business decision and implement it.

Jill DeWit:                            Right.

Jack Butala:                         People say, oh the company is small I can’t afford it. Revel in this, that’s what I say.

Jill DeWit:                            Yeah.

Jack Butala:                         It’s like when the kids are little, it’s like, darn I wish they would grow up, then they grow up and it’s like, man, I wish they were little.

Jill DeWit:                            Exactly.

Jack Butala:                         So, transparency. I grew up in a time where, the way the companies are set up, the innate nature of the way an LLC is set up, is to protect you as the owner. And to keep a distance or a wall, it’s technically called a corporate vail. You can see through it but you can’t touch it.

Jill DeWit:                            Right.

Jack Butala:                         It’s to keep you isolated and protected from lawsuits and your customers.

Jill DeWit:                            Right.

Jack Butala:                         And that’s just, that’s all based on pre-internet, pre everything.

Jill DeWit:                            Right.

Jack Butala:                         It’s all old school stuff. You don’t want that, you want to take responsibility for your products, your services and everything that you actually say.

Jill DeWit:                            It makes it so much easier.

Jack Butala:                         Yeah.

Jill DeWit:                            You know, it really is. It’s you know what, being transparent too, it forces you to be honest.

Jack Butala:                         That’s right.

Jill DeWit:                            I think that’s the best thing on the planet.

Jack Butala:                         When I was really little my mom used to say, “I want you to, today I want you to walk around as if your grandmother is following you around.” Whatever decisions you make.

Jill DeWit:                            Your mom said that to you?

Jack Butala:                         Yeah.

Jill DeWit:                            That’s kind of funny.

Jack Butala:                         Like yeah.

Jill DeWit:                            What were you, what were you doing?

Jack Butala:                         Yeah, I know.

Jill DeWit:                            First of all, that caused her. I have like, I have never been told that, nor have I heard that.

Jack Butala:                         We talked about this.

Jill DeWit:                            I don’t know what you were doing, that caused her to say that.

Jack Butala:                         Jill and I were total troublemakers in school. I was, I got in so much trouble.

Jill DeWit:                            I didn’t pull some of the stuff that you pulled though, let’s just say. I was a, oh yeah. I mean, I did stuff but not at your level.

Jack Butala:                         So, anyway. This is when I was real little she used to say, you know. Look, just want are you going to do, you’re going to hall off and hit somebody on the playground, if your grandmother’s standing there? No, you’re just not, you’re going to kind of keep your hands in your pockets and say, “Have a nice day.” That’s what she was getting at.

Jill DeWit:                            And the mud under your bra.

Jack Butala:                         Yeah.

Jill DeWit:                            Jeff U. Jeff U.

Jack Butala:                         Exactly.

Jill DeWit:                            Sorry.

Jack Butala:                         You wouldn’t say any, you know you wouldn’t say what Jill just said, in front of your grandmother.

Jill DeWit:                            Or your teacher.

Jack Butala:                         Right.

Jill DeWit:                            That’s so funny.

Jack Butala:                         So how much, this is my question, how much transparency is too much? Where do you draw the line? I can personally tell you where I draw the line. And this is because I made a mistake. I learned this out of, people can’t handle it.

Jill DeWit:                            Really? Okay, will you please share with us.

Jack Butala:                         We used to publish a transaction log of every single deal we did. How much we bought it for, how much we sold it for, when it was sold. And how much we made on it and all that. And all of it, how much the percentage is.

Jill DeWit:                            It was cool.

Jack Butala:                         It was basically what we have internally. To base our decisions about whether, oh yeah, we can sell it for sure for X.

Jill DeWit:                            How many pages was that, I’m trying to remember?

Jack Butala:                         It was hundreds of pages.

Jill DeWit:                            Yeah.

Jack Butala:                         Single spaced, landscape, hundreds of pages. 16,000 deals almost. And somebody wrecked it. Somebody had to dig into it and it caused all kinds of problems for everybody. It was in a PDF form that circulated all over the planet. It was ridiculous.

Jill DeWit:                            I’m sure it’s out there still.

Jack Butala:                         Yeah, I’m sure it is too.

Jill DeWit:                            It’s okay.

Jack Butala:                         You know what? Being transparent doesn’t mean that I should cause work for me.

Jill DeWit:                            Yeah.

Jack Butala:                         Actually it should answer questions.

Jill DeWit:                            It was just meant to be a nicety, to say, hey we really mean what we say.

Jack Butala:                         Yeah, this is for real.

Jill DeWit:                            When we really say, we did this many deals.

Jack Butala:                         Exactly, that’s right.

Jill DeWit:                            Here they are, feel free to if you, not that you’re going to look them up but here they are.

Jack Butala:                         I used to publish on our website too, how much money we’d make. And it had a very negative effect. Remember that?

Jill DeWit:                            Oh, I do remember that. There was a running thing at the top.

Jack Butala:                         Yeah, my thinking was, if people see how much money we’re making, then they’re going to-

Jill DeWit:                            Credibility.

Jack Butala:                         Yeah, it would establish credibility and trust.

Jill DeWit:                            Ah huh, and instead.

Jack Butala:                         Those two things made us look like we’re bragging.

Jill DeWit:                            Yeah.

Jack Butala:                         It just backfired totally. I think there is such thing as too much transparency.

Jill DeWit:                            Yeah.

Jack Butala:                         I gather, I mean that’s what happened for us. I don’t know. I know there’s some other people that, there’s one restaurant specifically, the general manager that we know really well. Published, they publish their revenue.

Jill DeWit:                            Is he bald?

Jack Butala:                         Yes, they publish their revenue on their website.

Jill DeWit:                            They do?

Jack Butala:                         Yeah, he swears by it.

Jill DeWit:                            Really?

Jack Butala:                         Yeah. He’s fascinated with our show. He thinks that the next thing they should be doing is talking about their customers and I think he’s right.

Jill DeWit:                            He’s 100% right.

Jack Butala:                         I agree, I would love to hear him talk about what happened last night, in that restaurant.

Jill DeWit:                            Okay, if you are listening right now Dale.

Jack Butala:                         Dale.

Jill DeWit:                            We will help you, you should do this.

Jack Butala:                         I think that would be.

Jill DeWit:                            Oh and I want to be on your show.

Jack Butala:                         Maybe we could host part of it, once a week or something like that.

Jill DeWit:                            Yeah, Dale, if you do it once a week. Oh, we could do that.

Jack Butala:                         Yeah.

Jill DeWit:                            Oh that’d be so much fun. I would love to hear Dale’s restaurant stories because it’s a high end, we’re talking Madonna went there back in the day.

Jack Butala:                         Right.

Jill DeWit:                            Restaurant in Scottsdale. I think that would be the coolest thing, if he did a once a week thing, about you could talk about their numbers. Talk about crazy things that happened and stuff like that, that’s be awesome.

Jack Butala:                         I think what’s stopping him is the owner.

Jill DeWit:                            Oh.

Jack Butala:                         That owner is very, let’s not rock the boat, this thing has been doing great for 25 years.

Jill DeWit:                            Did you see their Christmas tree this year?

Jack Butala:                         Uh-uh.

Jill DeWit:                            Every year they do a Christmas tree.

Jack Butala:                         Right.

Jill DeWit:                            A different, an artist comes in and does a unique Christmas tree installation. This one had dollar bills on it, it had 4,500 and like 22.

Jack Butala:                         Oh that’s cool, that’s great.

Jill DeWit:                            The green in the tree, the leaves were all dollar bills. It was in the middle of the room.

Jack Butala:                         That’s awesome.

Jill DeWit:                            Literally a money tree, a Christmas money tree.

Jack Butala:                         Last year it was hypodermic needles.

Jill DeWit:                            Yeah.

Jack Butala:                         Whatever that means.

Jill DeWit:                            Exactly.

Jack Butala:                         Well, you’ve done it again, you’ve wasted another 30 minutes, 25 minutes or so, listening to the Jack and Jill show. Join us tomorrow, where we discuss how we drive for buyers, not for dollars, Jill is going to love that.

Jill DeWit:                            And we answer your questions, should you have one, post it on

Jack Butala:                         You are not alone in your real estate ambition.

Jill DeWit:                            That would be so cool.

Jack Butala:                         I’m like, I can, the material just presents itself in that situation.

Jill DeWit:                            Yeah.

Jack Butala:                         Because there’s people that are, there’s celebrities in there all the time. There’s people that are over dressed, under dressed.

Jill DeWit:                            Drunk.

Jack Butala:                         Over drunk, under drunk. Just generally, it’s that kind of environment.

Jill DeWit:                            It’s hilarious.

Jack Butala:                         That’d be fun to do like a, you know how there’s … I thought about this one time. Sports casting.

Jill DeWit:                            Yeah.

Jack Butala:                         It’d be fun to sit in the corner.

Jill DeWit:                            We should do that.

Jack Butala:                         You and I just have a play by play. What’s going on?

Jill DeWit:                            Like, look what just walked in now. Wouldn’t that be the funniest thing?

Jack Butala:                         We should take cameras.

Jill DeWit:                            I don’t think she could still pull that off. Do you think she’s pulling that off? We should do that.

Jack Butala:                         And wear, you could wear your swimwear to dinner.

Jill DeWit:                            Exactly, hey look, it’s yoga pants.

Jack Butala:                         We should count them off.

Jill DeWit:                            That would be awesome.

Jack Butala:                         One, two, three.

Jill DeWit:                            Hilarious.

Jack Butala:                         Yes, ladies and gentleman.

Jill DeWit:                            Look, yoga pants and a fur coat, there it is.

Jack Butala:                         We are on our fourth, we’re on our 140 set of yoga pants tonight.

Jill DeWit:                            That’s right, there we go. We’re reporting it here live.

Jack Butala:                         Yep. You get a free taco tomorrow if we hit 150.

Jill DeWit:                            I love it. Oh my gosh. Hey, share the fun by subscribing at iTunes or wherever you’re listening. And while you’re at it, please rate us there. We are Jack and Jill.

Jack Butala:                         We are Jack and Jill, information.

Jill DeWit:                            And inspiration.

Jack Butala:                         To buy undervalued property.

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