Jill Friday – A Little Kindness Goes Along Way (LA 1707)

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Jill Friday – A Little Kindness Goes Along Way (LA 1707)

Jill Friday – A Little Kindness Goes Along Way (LA 1707)

Transcript:

Steven Jack Butala:
Steve and Jill here.

Jill K DeWit:
Happy Friday.

Steven Jack Butala:
Welcome to the Land Academy Show, Entertaining Land, investment talk. I’m Steven Jack Butala.

Jill K DeWit:
And I’m Jill DeWit, broadcasting from the Valley of the Sun.

Steven Jack Butala:
Today’s Jill Friday. She’s going to talk about how a little kindness goes a long way.

Jill K DeWit:
Yep.

Steven Jack Butala:
Boy. Isn’t that the truth?

Steven Jack Butala:
Why is it so funny?

Jill K DeWit:
I’m just laughing. No, this is not directed at poor Jack here.

Steven Jack Butala:
Sure, it is.

Jill K DeWit:
I’m sure he might get something out of this. I don’t know. Just saying. It’s funny, this is not what the show is about. I mean, it is kind of, but we have different management styles. This is not about your employees. But it kind of could be. But Jack and I have different ways of coaching and motivating and mentoring our staff and this could apply there.

Steven Jack Butala:
I’m very kind, right at the beginning.

Jill K DeWit:
Oh sure.

Steven Jack Butala:
We all are.

Jill K DeWit:
You start off great. That’s the best part. You start off great and then the person’s going, “What just happened?” Myself included.

Steven Jack Butala:
Before we get into it, let’s take a question. We’re going to roast Steve today, posted by one of our members on the landinvestors.com online community, it’s free. Please don’t forget to subscribe on the Land Academy, YouTube channel and comment on the shows you like.

Jill K DeWit:
Erin… Is this the same Erin or a different Erin? Oh, it’s the same Erin?

Steven Jack Butala:
I don’t know. I’m not sure if it’s the same person.

Jill K DeWit:
All right. Erin wrote, “It is clear now from the many videos I’ve watched that the biggest thing is to…” All caps, I love this. “SEND OUT MAIL. It solves all problems. More deals, better selection to choose from, more money, et cetera, et cetera. Okay, I get it. But does anyone have a good metric on the number of mail pieces on average it takes to get one closed deal?” We have all this. Yes.

Steven Jack Butala:
Yes.

Jill K DeWit:
“Like 2,000 mailers on average will lead to one closed deal because I’m trying to work backwards. I like to have three good deals per month on my desk. How much mail will that take on average?” That’s in the Equity Planner. Isn’t it?

Steven Jack Butala:
Yeah. It’s all in there. 2,000 is a really good number. 2,000 mailers is a… Per closed, make money, deal is great. If you want an insurance policy, let’s do some math real quick, because this is a Jill show and I want her to get to it.

Jill K DeWit:
Okay.

Steven Jack Butala:
Let’s just say it costs 50 cents a mailer to send out. So you send out 2,000, you spend a $1,000. If your target net equity per deal is $30,000, you spend a 1,000 bucks to make 30. Nobody’s going to argue with that, no one. Let’s say you want to buy the best deals ever. You want to remove all the risk from anything that you’re doing here entirely. So you send out 6,000 and you pick the best one. Now you spent $3,000 to make $30,000. You see where I’m going with this?

Jill K DeWit:
Mm-hmm(affirmative).

Steven Jack Butala:
You want to make super share, because you’ve got pricing and you get it and you’ve got somebody to answer your phone, whether it’s yourself or somebody like Jill or however you’re manipulating. And all the answers to all this are in the Land Academy program. You send out 10,000 units, you spend $5,000 to make 30. It still works.

Jill K DeWit:
We got it. Do you want me to read what Lori wrote here today?

Steven Jack Butala:
Sure.

Jill K DeWit:
Lori, one of our moderators, this is very sweet, responded with this. “This is like asking how much for one entree. It depends on the quality of the restaurant. Is it a good zip code? How popular it is. Is it obvious that many people are mailing there? Your budget. Are you picking a location by what you can afford or to buy? Or are you planning on getting funding? The rarity of the meal ingredients. Is it waterfront land? Incredible views and a large degree the mood of the chef when he makes the menu aka the seller.” So no answer is right or wrong, just like another person here said, “It depends.” It’s kind of funny. But I think you still can tie it to a number.

Steven Jack Butala:
2000. 2,500.

Jill K DeWit:
We tie it to a number and…

Steven Jack Butala:
And we always do that.

Jill K DeWit:
If you follow the way that we do it, you can tie it to a number. How’s that?

Steven Jack Butala:
2,000 is good.

Jill K DeWit:
Thank you.

Steven Jack Butala:
Today’s Jill Friday. She’s going to talk about how a little kindness goes a long way. This is the meat of the show.

Jill K DeWit:
In career path, we were all reminded this by a presentation recently by my transaction coordinator, Jan. She was sharing with the group how to find higher train, especially remotely. Train and groom a transaction coordinator for yourself. And then also, one of the number one jobs of every transaction coordinator is to get these deals done. Working with Escrow, on the buy side and the sell side. Getting them moving through the process as fast as possible. And one of the common themes that Jan was hitting home, which I firmly agree on, is a little kindness goes a long way. If you call Escrow and you are right out of the gate, you’re the yelly bitchy person. You think they’re going to be the one calling you back, right away? You’re going to be at the top of the pile in their desk. Think about it.

Jill K DeWit:
No, you’re not. And it’s not just Escrow. I want to cover this here for a few minutes. It’s everyone. It’s not only your staff. It’s talking to the county, talking to planning and zoning, talking to recorders, talking to whatever, your bank, anyone that you need something from, think about this. A little kindness goes a long way, especially in today’s environment. I’m really finding that you have really good customer service, which is very, very rare. Or you have mediocre or really bad customer service. I’m finding that a lot. Sometimes it’s just, you can’t even get somebody on the phone. That’s, to me is bad customer service. I lump it in them with that. You could either have a really horrible person working and answering the phone and getting it done, or no one and make me push all the buttons and do all the work myself.

Jill K DeWit:
I walk away with equally dissatisfied service and I’m looking for a new bank or I’m looking for a new dry cleaners. Fill in the blank. When do you do this and what’s appropriate? First of all, think about who you’re calling right away and what you want out of them and you will immediately… It’ll put you in the mindset of, “All right, I need to chill out here. I got to come at this nice because I need this person to get this done for me. I’m calling the county. I need to find out the answers. I need to let them know I did some work here. I want them to feel good about me. I’m going to be nice.” I’ve talked about this before, where I’m just starting off with, “Hey, how are you?”

Jill K DeWit:
Any kind of an opening pleasantry out of the gate is a nice thing that the majority of their callers don’t do. And they appreciate that from you. Even things like, when you get an Escrow agent, this is… Jan’s right about this one too. When you ask them, “How do you like to communicate?” Don’t shove your way down their throat. How do they like to communicate best? It’s too easy. If they say, “I’m a text person. I’m a phone person. I’m an email person. I’m a whatever person.” Great. Got it. Noted. That’s how we’ll get this done. And you get bonus points just for asking. That’s the part I think people miss, not only knowing how they like to communicate, but just asking it. Asking how they are, asking how they like to communicate, puts you at the top of the list.

Jill K DeWit:
And then what’s appropriate? When it’s not even just a little kindness on the phone, how you work with them… You know what’s funny, I have trained myself. My team doesn’t even know that I do this. When I reach out to my team, there’s a lot of pleases and thank yous. Even in our little… We use teams, like Slacker, Skype, whatever. It’s teams now, what we use and I am constantly reading my one sentence to make sure there’s a please in there.

Steven Jack Butala:
Me too.

Jill K DeWit:
Or a thank you in there. And usually I want both. I want a please, when I ask it and a thank you when they say, “Got it. Sure.” I say, “Thank you. You rock. You’re awesome.” Like I said, they may not even realize. They don’t know that I’m consciously doing it, I’m sure. They probably even realize, that they pick up on that. So that goes a long way, just your little communication.

Jill K DeWit:
But also I want you to be reminded that, that Escrow agent who has now done 10 deals for you and answers the phone when you call and when you say, “I screw this up, can you help me fix it?” They say, “Sure.” Boy, do they deserve a treat? And I mean, you need to mail them something and ask them what they like. You could surprise them or ask them cookies, brownies, cupcakes. I’ll never forget the first time or like, it was… I think we’ve had it twice because I said it, I brought it up but… It’s a bummer because it was great when we were all in an office together.

Jill K DeWit:
Pre-COVID. My whole Land Academy team was in one office together in Redondo beach and it was fun. We had a blast. And now and then we would get treats sent to us that we could share as a team. One time someone sent us… It was a Land Academy member who sent Rocky Mountain Chocolate Factory caramel apples. They read my mind. I don’t know how they did that, but that was the bomb. Actually that’s a COVID thing that I miss that we can’t do. And I think Escrow people, they do have an office, they have an address and I know that there’s times they have to get together and do documents because of signing and things like that. So they are there. Send them those treats. You want to be their favorite customer and always get the best price and get the best experience, get the best service and get all your transactions done first. That’s what you do.

Steven Jack Butala:
We, Joe and I started Land Academy in Arizona and before that I was on and off in Arizona since the early 90s buying and selling land and got sidetracked, got done with two jobs and careers and took companies public and stuff. Until about 2015, 16, we were in Arizona together. And we decided to move to Los Angeles just to have a change. Because we could and our companies are autonomous and we can work from home. And so we lived there for about five years and COVID happened and… I didn’t realize it and so we moved back. We are here now back in Arizona and I didn’t realize how angry Los Angeles is until I got back here.

Jill K DeWit:
Really?

Steven Jack Butala:
Yeah. I talk about a little bit of kindness. Every time I’d walk out the door… We didn’t drive anywhere because our office was real close, we’d take a bike or walk. There was all kinds of incidents. Just really, really… And we lived in a sleepy little beach town that was probably set up for some postcard, Norman Rockwell.

Jill K DeWit:
Mayberry by the sea.

Steven Jack Butala:
Yeah, exactly.

Jill K DeWit:
It’s really what it was.

Steven Jack Butala:
Filled with parts for the most angry people. I’m from Detroit.

Jill K DeWit:
It’s what it was.

Steven Jack Butala:
I’m from Detroit. I grew up with angry people.

Jill K DeWit:
It changed.

Steven Jack Butala:
Look, I’m not…

Jill K DeWit:
That’s not what this is about. This is positive.

Steven Jack Butala:
No, I know it’s positive.

Jill K DeWit:
This is Jill show if you’re not positive, I’m cutting you off.

Steven Jack Butala:
We came back to Arizona and I have never seen more happy people. Just talk about immediate pleasantries in the grocery store. It’s just a huge sigh of relief. If you’re in an environment where that’s not happening, you can make a change.

Jill K DeWit:
Okay. And take care of your people. Sunday county treats too, by the way. That’s a good thing too. You just got five deeds coming in a week and you screwed up too the other day. They had to send it back to you and they were nice enough to call you and say “I’ll just keep it on my desk.” Okay that deserved a nice treat and then they all appreciate you and take care of you. Happy you could join us today. Five days a week. You can find us here on the Land Academy show.

Steven Jack Butala:
Join us next week. For another interesting episode, you are not alone in your real estate ambition. I was positive.

Jill K DeWit:
You did very well. I’m proud of you.

Steven Jack Butala:
How’s that?

Jill K DeWit:
Was that very hard for you? Was that hard?

Steven Jack Butala:
That’s just pleasantry right there.

Jill K DeWit:
Please be nice on this podcast. Thank you. That’s it. And thank you for tuning in. We hope you find this valuable and we appreciate your support. Always. Don’t forget, we have a YouTube channel. Find it and hit subscribe and we love to hear your comments.

Steve and Jill:
We are Steve and Jill.

Steven Jack Butala:
Information

Jill K DeWit:
And inspiration.

Steven Jack Butala:
To buy undervalued property.

_____________________________________________________________________________________________________________________________

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Subtotal: $8,550 value $8,550 value $9,550 value $12,050 value $12,050 value
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Green

$10,060

per Month

Concierge Data+ (with data) Included mailers each month (data + concierge + mailer + postage). Our team will do your data for it and get it out the door.
6,000 mailers
PatLive introduction at no cost We will help you establish your first script and get PatLive set up on your behalf to answer your phones.
$500 value
Transaction Coordinator Use of our personal Transaction Coordinator team to manage your deals. Trained and ready to go!
$7,500 value
AirTable Ready-for-you CRM managed by your personal Land Academy Pro Transaction Coordinator
$100 value
Personal Consulting 1 on 1 personal consulting with our Transaction Coordinator each week.
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Regular Office Hours Regular office hours with Jack and Jill + our staff. Private for LA Pro Members Only. (Think Career Path Office Hours)
$2,500 value
ParcelFact ParcelFact is included in your LA Pro membership with unlimited pulls.
$150 value
FREE Career Path Access
$23,000 value
Land Academy No more separate charges - Land Academy is included with LA Pro Membership. This includes all education, tools, support, and future releases.
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Subtotal: $8,550 value
Mail Value: $7,500 value
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Concierge Data+ (with data) Included mailers each month (data + concierge + mailer + postage). Our team will do your data for it and get it out the door.
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PatLive introduction at no cost We will help you establish your first script and get PatLive set up on your behalf to answer your phones.
$500 value
Transaction Coordinator Use of our personal Transaction Coordinator team to manage your deals. Trained and ready to go!
$7,500 value
AirTable Ready-for-you CRM managed by your personal Land Academy Pro Transaction Coordinator
$100 value
Personal Consulting 1 on 1 personal consulting with our Transaction Coordinator each week.
-
Regular Office Hours Regular office hours with Jack and Jill + our staff. Private for LA Pro Members Only. (Think Career Path Office Hours)
$2,500 value
ParcelFact ParcelFact is included in your LA Pro membership with unlimited pulls.
$150 value
FREE Career Path Access
$23,000 value
Land Academy No more separate charges - Land Academy is included with LA Pro Membership. This includes all education, tools, support, and future releases.
$300 value
Subtotal: $8,550 value
Mail Value: $11,250 value
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Concierge Data+ (with data) Included mailers each month (data + concierge + mailer + postage). Our team will do your data for it and get it out the door.
12,000 mailers
PatLive introduction at no cost We will help you establish your first script and get PatLive set up on your behalf to answer your phones.
$500 value
Transaction Coordinator Use of our personal Transaction Coordinator team to manage your deals. Trained and ready to go!
$7,500 value
AirTable Ready-for-you CRM managed by your personal Land Academy Pro Transaction Coordinator
$100 value
Personal Consulting 1 on 1 personal consulting with our Transaction Coordinator each week.
$1,000 value
Regular Office Hours Regular office hours with Jack and Jill + our staff. Private for LA Pro Members Only. (Think Career Path Office Hours)
$2,500 value
ParcelFact ParcelFact is included in your LA Pro membership with unlimited pulls.
$150 value
FREE Career Path Access
$23,000 value
Land Academy No more separate charges - Land Academy is included with LA Pro Membership. This includes all education, tools, support, and future releases.
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Mail Value: $15,000 value
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Concierge Data+ (with data) Included mailers each month (data + concierge + mailer + postage). Our team will do your data for it and get it out the door.
15,000 mailers
PatLive introduction at no cost We will help you establish your first script and get PatLive set up on your behalf to answer your phones.
$500 value
Transaction Coordinator Use of our personal Transaction Coordinator team to manage your deals. Trained and ready to go!
$7,500 value
AirTable Ready-for-you CRM managed by your personal Land Academy Pro Transaction Coordinator
$100 value
Personal Consulting 1 on 1 personal consulting with our Transaction Coordinator each week.
$1,000 value
Regular Office Hours Regular office hours with Jack and Jill + our staff. Private for LA Pro Members Only. (Think Career Path Office Hours)
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ParcelFact ParcelFact is included in your LA Pro membership with unlimited pulls.
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Concierge Data+ (with data) Included mailers each month (data + concierge + mailer + postage). Our team will do your data for it and get it out the door.
18,000 mailers
PatLive introduction at no cost We will help you establish your first script and get PatLive set up on your behalf to answer your phones.
$500 value
Transaction Coordinator Use of our personal Transaction Coordinator team to manage your deals. Trained and ready to go!
$7,500 value
AirTable Ready-for-you CRM managed by your personal Land Academy Pro Transaction Coordinator
$100 value
Personal Consulting 1 on 1 personal consulting with our Transaction Coordinator each week.
$1,000 value
Regular Office Hours Regular office hours with Jack and Jill + our staff. Private for LA Pro Members Only. (Think Career Path Office Hours)
$2,500 value
ParcelFact ParcelFact is included in your LA Pro membership with unlimited pulls.
$150 value
FREE Career Path Access
$23,000 value
Land Academy No more separate charges - Land Academy is included with LA Pro Membership. This includes all education, tools, support, and future releases.
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Mail Value: $22,500 value
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