Real Estate ISA Radio

Nate Joens: Welcome everybody. My name is Nate Joens with Structurely, coming to you live from my bedroom, on this fine Wednesday morning. We are currently in the process of moving offices, and ours is under construction, so just easier this way. But, excited to welcome Robby T to our recap, our final conversations with the top ISA, with one of the former top ISAs himself. Nate Joens: Robby is going to give us a rundown of what we've learned from the last six sessions with some amazing ISAs. Robby, just give an intro, I'm not going to try to pronounce your name again. [crosstalk 00:00:40] Robby T.: Yeah dude, my last name sounds like a pharmaceutical drug with all the problems and none of the money, hence me being on the webinar today, right? Hey, Robby T here. Good to be back as always. It's been fun, right. We had, we started with Jim, who is like a brother to me, and it's funny, because a lot of the guests were either, I was good friends with, or became good friends with afterwards. Robby T.: But I'm super excited to kind of walk through the main things that I really learned from some of them, and then I want to kind of talk today about some of my thoughts and my ideas, as well, on what it takes to be a really great ISA and so forth. But, I think we gotta start here. Robby T.: I think the, we'll skip right into the meat of it. The thing I wanted to break down, what were the five key themes that I heard from all the different guests? The great piece is that, what I noticed is that a lot of them were, and Nate, feel free to chime in, from a ten thousand foot view, every guest, they had their own the flavor. Robby T.: But they were saying a lot of the same things. There was a lot of consistent themes that were coming through in the calls. And the five habits that I'm going to go through, I think, really reflect those five key themes. Am I describing that well Nate, from your perspective? Nate Joens: Yeah, I think that each one of them brought a different perspective, which is definitely the case. Everyone was from a different market too, which, [crosstalk 00:02:26] was interesting, Robby T.: Mm-hmm (affirmative) Nate Joens: I think, weren't they? Yeah, so I think that that played a lot into the role. And I think everyone, every ISA just comes from a totally different background. You came from politics, Jim, I don't really know where Jim came from. Robby T.: We don't know either. We're still trying to figure it out. (laughs) Nate Joens: A different planet. But yeah, everyone comes from a different background and I think that that plays a role into how they take on the role. Robby T.: Yeah, that's a very good point. They've all had different stories. Let's start here, let's start with the first habit, and I'm just going to talk about my point of view, Nate, and I want you maybe to chime in on your thoughts from what you've heard from other people. Robby T.: Is, I would say this, the number one habit I've picked up on, from, and just to recap the guests, right, we had Jim on, Jim Renfro from Ash Realty, my brother, Holly Faulkner, she's from North Carolina. Heck, remembering all the companies and places can be tough. We had Dan, we had Alex, we had April, and we had Tyler Spraysner. I think I got all of them. Hopefully I didn't miss anyone. I got em all, right? Nate Joens: Yeah, that's all right. Robby T.: And the first thing was this, is, every single one was hungry in some way, shape, or form. And I think that is the first habit that was consistent, is they all had some reason to inconvenience themselves to pick up the phone and do the work. Whether it was, you know, we heard stories of, you know, I'm a single mom and I had to provide for my family, or I'm massively in debt and I need to get out of that and I need to crawl out of it, or frankly, I want to change my life. Robby T.: I grew up, one person shared this story, I grew up watching my mom live paycheck to paycheck and I wanted to change my life. What...

Nate Joens: Welcome everybody. My name is Nate Joens. I'm the CEO of Structurely and welcome to the... What are we on, the fourth episode of the top ISA series? Robby T: I think we're actually on... Is it six? Nate Joens: I can't even remember. Robby T: A lot. We're on a number. We're on some number of the ISA series. Nate Joens: Yes, whatever number it is, we're excited to be here with Robby T from Hatch, as usual, joining us today with Tyler Stracener from the Novak team at eXp Realty in Everett, Washington. Robby, give us the intro to him, or Tyler please introduce yourself. Robby T: For sure. So, obviously I go by Robby T for one simple reason. My last name sounds like the pharmaceutical drug and I joke that it sounds like that with all the problems and none of the money. So I have no qualms with calling Tyler, Tyler S. So Stracener, Stracener, whatever your crap is, I'm just going to call you Tyler S though this whole interview. If it [crosstalk 00:01:06] undo it. Tyler Stracener: Yep. Robby T: Anyways, super excited. We were supposed to have Chris on today and something that came up, a family emergency, and, frankly, super excited because I reached out to Tyler. I've had the privilege of coaching him now for a while and although he is somewhat new to the game, not been doing this for years yet, his skills are unparalleled for being at this level of the game. And he naturally gets it. Robby T: It's deceiving, but he's a tall man. If he were to stand up, he'd kind of disappear on us. And is a former basketball coach and fell into the ISA world. But I've said enough about you. I would love for you to kind of share about yourself Tyler. Tyler Stracener: Yeah. Right there. I come from a huge basketball background. Lots of coaching, lots of playing. Plenty of injuries, which ended my career. And a lot of that just kind of translates into what I'm good at now, and that's relating with a lot of different people. But then also just the personal competition with yourself 24/7 and the performance aspect has always been something that's been there in my life and has been a motivation for me to keep pushing forward. Robby T: I love it. And you guys have a pretty large ISA department, don't you guys, Tyler? It's how many ISAs now? Tyler Stracener: Well we've got three ISAs now. Robby T: In addition to you, or three total? Tyler Stracener: Three total. So I'm one of those three. Robby T: Awesome. And you oversee that department, correct? Tyler Stracener: Correct, yeah. Robby T: I love it. Good, good. So I think one of the coolest things I want to make sure we hop into today is you talked about how you were a coach for basketball, and I'd love to hear, how is that coaching of basketball translate into coaching and leading your ISAs? Tyler Stracener: Well, I really believe that coaching is coaching. It doesn't really matter what you're coaching. Early on in my coaching career, I started off coaching third grade boys and went all the way up through high school coaching boys. And then I made the abrupt change to be the varsity head girls coach at my old high school. Robby T: Ahhh. Tyler Stracener: One of the questions that I just... For some reason it just kept coming up, of, "Well, how are you planning on adjusting from coaching boys to coaching girls?" And my answer was, "Basketball is still basketball." It doesn't matter who's playing it. It's the same thing. But then making the switch to being an ISA and leading our ISA squad, I've really found that coaching is just coaching. It doesn't matter what you're coaching. Tyler Stracener: So everything that I do now is still things that I did when I was a basketball coach. From putting trainings together, what people will need to work on, observing every single day. That's kind of one of the biggest things that I do as a coach. One of the habits was watching the players as they're walking in the door. Are they sluggish, do they have a hop in their step, what's their gait...

Nate Joens: Welcome everybody. We'll get warmed up a little bit slowly here because I can still see people coming in. My name is Nate Joens, I am the CEO and co-founder at Structurely. Structurely is an Artificial Intelligence inside sales agent, we help you qualify, nurture and respond to your leads. This is our interview with Top ISA. Today we have Holli from Donna and Team, New Bern Keller-Williams out of North Carolina as well as the usually Robby T. from Hatch Coaching and Hatch Realty. Robby T: The usual, that's what I am now. The usual. I love that. Nate Joens: But, yeah I'll let you guys kind of introduce yourselves, Robby how about we go ahead and start with you. Robby T: Yeah, good to see you all again. I'm glad that I made it in this time, and know that you can see my face and hear me. We, first off thanks to everyone for switching over to Zoom. We switched publishers, we were just having some other problems so glad we did that and this is a lot smoother, I think and I'm excited about it. Robby T: Robby T here, what do I do? I'm just a nerd. Total nerd who likes to geek out about lead conversion, Star Wars, Game of Thrones, throw it at me we can talk about it. But, you know I'm excited today because one of the first, you know when I got into coaching, one of the first teams that I actually helped out was Holli and Team New Bern. Holli, that was over two years ago? When was that? Holli Faulkner: 2017 Robby T: 2017 so awhile back. And I have the privilege of going out there and meeting them, and they run a solid, solid crew up there. Donna's great, you guys have a fearless leader as you well know. I'm really excited for this episode because Holli's not just a rock star, but she's got some cool stories to share with us, and yeah, I'll turn it over to you Holli, tell us a little bit about you. Holli Faulkner: Okay, so I'm Holli I live in New Bern, North Carolina and I've been in ISA since August of 2017. I think Robby you came in maybe, 30 days after I had started, and I was brand new, I had no clue what I was doing. I was the only ISA not only on my team, but pretty much within like 200 miles of me, I mean, the only other team I think closest to me, was the Harlow Group in Greenville, South Carolina. So I really didn't have anybody to shadow or to really talk to. I didn't know all the things I know now, as far as like the Facebook groups and all the ways to talk to different people. So, I kind of figured this out on my own. And our team was kind of trying me out, as far as, "Do we need an ISA? What is an ISA? What does that look like in New Bern?" We're kind of the last to jump on any bandwagon in the whole world. You know, it feels like we're kind of going around an island sometimes. But, it was pretty cool to become that person and kind of pave the way, in my own way. Holli Faulkner: So, that was the way I got started. I came from time share sales, actually. I sold time share for four years prior to that, and I think that's really what gave me the grit that I have to be the ISA. Because if you can sell time shares, as far as I'm concerned you can sell anything. Robby T: Truth. Holli Faulkner: That is a tough business. When you're 24 you don't really care, you're just like whatever. Give me the role and I'll do it. Robby T: I love it. Holli Faulkner: That's where I started and now, almost two years later, I've moved into director of legend position for my team, recently in January. And we have just hired our other ISA so now I'm coaching a little bit and helping him work through that and so, I'm slowly building my own team, within my team. Nate Joens: Sure. Awesome. So tell us a little bit about the team in general. How many buyer/seller agents? Is it just the one ISA right now? And kind of just a little bit about your STAT's when you were practicing it as a ISA as well. Holli Faulkner: Okay, so we are a team of 19. We have two buyer agents currently, we are looking for a few more of those. We have four...

Nate Joens: All right. Welcome everybody to our third interview with the top ISA. We're really excited about this one today with Alex Vincent. Robby T is, of course, joining us from Hatch Coaching after one of their very successful webinars, it sounded like, of their own. Again, for all of you watching, my name is Nate Joens. I'm with Structurely. We are joined today by another top ISA, like I mentioned, Alex Vincent of the Simone Group. Nate Joens: This is going to be another detailed discussion about how she's running her ISA team, how her practices might differ from other practices of ISAs that we've had on the prior webinars in this series. And with that, Robby would you like to introduce Alex? Robby T: I love it. First of, if any of you don't know, I only call Nate, Nate Joens like the rapper Mike Jones. And if you want a funny laugh, just go look up who Mike Jones and it's going to be the worst song you ever heard. Some every time I see Nate I think of- Nate Joens: Not very good. Robby T: Not very good. Anyways, Alex, super excited to have you on today. Alex Vincent: Thank you. Robby T: I first had the pleasure of meeting you... Was it about a year ago now? Alex Vincent: Over a year. It was December 2017. Robby T: December of 2017. It's been far too long. And we were doing in-person league immersion trainings, and Alex came up here with a team member, correct? Alex Vincent: Courtney. Yeah. Robby T: Yep. Yep. I remember you... Too many names, faces. You know how it goes. But what I loved is... Alex is, I believe, one of the most talented ISAs I've ever met. And I think, when you were up here, you just naturally showed that you get this role. And I think we have a lot of the same core beliefs. What I was most impressed about is: Alex is not afraid to share her opinion. And we had about 30-some people in the room, and I love it. You were very direct, you gave your thoughts. And more importantly, if you didn't agree, you named something. And that was really cool. Robby T: So, super excited to bring your perspective to the role. In a moment I kind of just want to have you start off by telling us about you and who you are. I'm disappointed that baby Elliot isn't in the webinar right now. And I was kind of hyping that a baby would be involved. In crisis of leadership. But I get it. I get it. Robby T: Anyways, Alex, tell us about you. How the heck did you join the Simone Group? And just give us the 101 on Alex Vincent. Alex Vincent: Yeah, so. Commenting on Elliot not being here, she would've cried. It would've ruined the whole thing. So I definitely want to be [inaudible 00:02:55] of that. But yes, normally she is with me. I bring her to work every day. And... All day long. And it's actually a really great conversation starter. I think it's giving me an edge, not going to lie. Alex Vincent: So joined the Simone Group back in 2017. And this was with the intention of building an ISA department, helping build up the team in sales. And it's been so rewarding. Our director of operations, Zach, was actually a close, personal friend of mine for years. And when he was kind of talking to me about our brokerage and the team, and the goals and kind of vision, really, it definitely drew me in. The ability to build something and have this kind of start-up feel, but with the support of a team that's been around for years. And the leverage and the money, which is a big part of startups. It's a big sore spot for some people. Alex Vincent: It just... It really elevated me and brought me into some high level conversations. So I'm really excited to be here. I love Mondays. Not many people can say that. So yeah, we're just... I'm really excited to be a part of the team. Robby T: I love it, I love it. So, every team in brokerage... We kind of talked about how that drew you in. What are some of those key things, like... There's a buzzword, right? Culture. And culture's just a placeholder in my world. It's a word that has so much more...

Nate Joens: All right. What is up everybody? My name is Nate, I'm with Structurely. We have an exciting webinar today that we're getting started finally on this beautiful spring day out of Iowa. Robby T: Oh, yeah. Nate Joens: We are joined by Robby T and LeaAnne today. Robby, would you like to kick us off? Robby T: Hey, first off we got to celebrate the fact that we have no tech issues today. Sometimes tech is a pain. Funny part is as well, I was just on another webinar right before this about snap offers and we had some little tech issues. So major celebration. Other thing is, we have no snow in Fargo so life is fantastic. Robby T: Hey, excited as heck to have a bunch of you join us today. We have one of the supreme ISAs, not just in real estate. LeaAnne also served as an ISA, and tell me if I'm wrong LeaAnne, but in the car industry. So I got to hear about that. LeaAnne Ledford: I did. Robby T: And now you've transitioned into basically being the lead ISA and overseeing your department, so would love to hear about that, but LeaAnne introduce yourself and tell us a bit about you. LeaAnne Ledford: Hey, so I'm LeaAnne from Johnson City, Tennessee. I have been, collectively, from the car dealership to real estate, in this whole phone conversion thing, for several years now. LeaAnne Ledford: Started out at [inaudible 00:01:33] Developments. When you say seven years, it's a long time. I mean, that's older than my kid, but obviously I like it so ... LeaAnne Ledford: I started out business development internet sales in a car dealership. Very high volume car sales. I'm talking 30/40 car sold a week. Sometimes 300 a month. So I was one of two, and then our department with the help of the two that were there slowly grew to about six to eight at all times back there. LeaAnne Ledford: I came into real estate in 2016. August, 2016 was my first month, and I'll be honest with you, I started out with these high hopes thinking, "Hey, I'm going to go here, and I'm going to crush it." Not only my teams only ISA. I was the only [inaudible 00:02:26] in our entire market. So I had no one around me. No one in our whole area knew what an ISA was supposed to do. LeaAnne Ledford: These were big dreams and I sucked. I sucked. I almost left the industry altogether and the only thing that saved me was going to Family Reunion in Vegas in 2017. LeaAnne Ledford: Since then I've been in it. I did my whole first year and went from having three closes from August to December in 2016 to having 74 the next following year. LeaAnne Ledford: I'm on my own and kind of self trained, built all of our systems and then the next following year worked part-time. So half the hours, half the dials and got 101 closings. LeaAnne Ledford: So- Robby T: I love it. LeaAnne that's a good introduction. Lots to hit on there. You have a fascinating story. If you don't mind, I'd love to go back to the car dealership ISA stuff because- LeaAnne Ledford: I don't go back there, but yeah we could do the talk. Robby T: Well, we're going to go back for a minute. What's funny is we started this ISA stuff all about being an ISA in the real estate ball game, and I think you probably agree that the skills that we talk about and the skills that you're going to talk about, it's not just the one industry if I had to guess. So give us some insight. You said you were doing 300 car sales in a month? LeaAnne Ledford: Yeah. Robby T: What does that mean? I don't understand that. Give me some insight there. LeaAnne Ledford: So our dealership was the number one volume Toyota dealership in all of the east pretty much. We were doing 300 sales a month. Roughly 65 to 70 percent of those sales at all time were coming out of our internet sales department. We, much like an ISA in real estate, we got the leads. LeaAnne Ledford: We were the first person speed to lead on that in a matter of seconds and then we would nurture them. Not quite long as we nurtured real estate. I was used to the...

April Martin: Awesome. My name is April and I'm with the Dani Blain Real Estate Team. I was a full time ISA for three years. Now I am currently part-time ISA and part-time ISA manager. So, I used to do live ISA-ing from morning until noon, and from noon until the evening, I am managing, training, and overseeing the platform, and our agents, and leads. Currently, my stats are, forgive me they change all the time so I've got to look. Robby T: That's funny. April Martin: It's true. I can't keep track of the numbers. Over 113,000 calls made, over 60,000 emails sent, over 47,000 texts. Are you still there? Nate Joens: I kind of am. Can you see me? April Martin: No, I don't see you and I see a pan of Robby still. Nate Joens: I do too. I think Robby has sufficiently broken this. April Martin: Okay. Nate Joens: Okay. Well, Robby's just going to be there smiling I guess since I can't seem to get rid of him. April Martin: Okay. Nate Joens: So I guess just keep going. April Martin: I am at roughly 1,300 appointments set, and a little bit over 400 closings year to date. Nate Joens: Okay. Great. So, can you tell us a little bit about your current role today and maybe how it's changed since you started with your team? April Martin: Sure, absolutely. I was privileged to come on board with Kevin Blain himself, I was his original ISA, so founder from the beginning. I got the pleasure to go over and travel and see Robby, and Jim, and Eric and train with them personally. They've been a huge blessing in our life. April Martin: From the beginning, from just not really knowing how to do it, or what to do, or what to expect, to today, I oversee four other ISA and we do currently manage and have managed up to 50 agents and 30-40 taking leads. So, my mornings are pretty busy. I come in at 7:30am, and pretty much do my leads, and my sales as an ISA until around noon. At around noon, I check out and I put on the management hat and making sure our ISA's are accountable. I'm going over current appointments set with them. April Martin: We're trying to hold a pretty high standard for what the appointments set look like for our agents. I'm taking a look at who's converting. I am also looking at our different agents conversions. So, more of a management role and also providing training for the ISA's, because I've bene in this role three years. And since, the role is pretty ne overall in the industry, I think it's kind of up to ourselves to consistently grow and find new material. We're constantly trying new things and seeing what works. Just constantly providing new ways for our ISA's to get better. Nate Joens: That's awesome. Could you, first of all, what are come of the tech tools you're using today. You'd mentioned you start the morning with your leads. Where are those leads coming from? Are they different than the ISA leads that they're working come noon? Kind of what's your lead, set the state a little but on your tech scene. April Martin: Sure, so we have a basic CRM. We use Sync here. I know all ISA's and every team is different, that's one thing I've learned by studying ISA's the way I do. Is that, all teams are different, very unique and I would say some specialize in some things. We specialize in typical online leads such as Zillow, Realtor.com, Facebook, Facebook back at you, Dave Ramsey. Those are some of our traditional lead sources. My day, when I come in, any new leads on the platform, there's typically two of us at all times so, shifts tart from 7:30 until 4:00, and then one comes in from 12:30 until 9:00. All leads are round robin amongst the ISA's so typically everybody is getting a consistent new lead source a day. New leads, fresh leads, if you will. April Martin: Then we also might have something a little different than a lot of teams. Because of our team size and the amount of conversions we do, we do do a lot of advertising. So, we do have a hotline and that phone does ring. And so typically whomever has that hotline,...

Nate Joens: Hi. Welcome everybody. We're finally going to get this thing started. I was just waiting for a train to pass, so if you happen to hear me ... Hear some loud rumbling it could still be a train. Welcome from the great State of Iowa. My name is Nate, I'm the CoFounder of Structurely - one of your co-host today. I am with Structurely, we're really excited to kick off our conversations with the top ISA series. This is the first episode, starting off right with one of the best in the country. This will be a seven part series with some of the top ISAs in the country. Myself and Robby, with Hatch Coaching will be interviewing them. You can catch all of these on our YouTube channel, we'll be recording them so you'll be able to catch up on them at any point afterwards and also will be available on Real Estate ISA Radio. We're really excited to get this one kicked off today. Robby, tell us who we got here. Robby T: Awesome. Well, again Robby T. here with Hatch Coaching. I want to start a fight with you real quick Nate, you would said one of the best and I'm going to say we wanted to do this series right by bringing the best to the table. We got the man, the myth, the legend, Jim Rentfrow. I call him Jimmy. I probably make a nickname out for you every other day and I'm sorry for it. I just want to tell you guys a little bit about Jim before we get into the ISA stuff, stack pro. I have the pleasure of being an ISA alongside Jim. Jim isn't just a top producing ISA. He is this guy with a massive heart, too big a heart sometimes and we've had to call you on that. Robby T: Jim is truly one of the best people I know. I'm so excited for today because you guys get to hear from his mouth, his approach, what he thinks of this ISA role, how he's been successful? We got a great list of questions for all of you and the ones that we've created. Before we get into that, I always like to start with numbers. We're going to start with this, Jim. Tell us a little bit about your numbers. You started as an ISA, how long ago and just give us [crosstalk 00:02:29]. Jim Rentfrow: I started in July 2014 and I think July '17, was my freedom day, as I call it, the day I came over and started over here. Since then, 331,600 dials, about 43,000 emails I've sent, 49,000 texts. The emails and texts have been since we started tracking, which was what, Robby? 2016 I think when we started tracking those numbers. Robby T: Yeah. Jim Rentfrow: I think I roughly have spoke to about 18,000 people and have set 1700, 1800 appointments and I have 706 closings as of right now. I popped into CT and checked it out right before this. My volume is about 155 million since I started. Yeah, I've done right. Robby T: You're scrub. You're terrible. Jim Rentfrow: Yeah. Robby T: Jimmy lumped a lot in there, so let's just make sure everybody heard that. I'm just going to ask directly, and I want you to tell me the number. Jim Rentfrow: 330,000. Robby T: Roughly, how many calls have you brought in? 333,000. Jim Rentfrow: 18,000. Robby T: Right. How many rough contacts, give or take? Jim Rentfrow: About 700. Robby T: 18,000. How many appointments? Jim Rentfrow: Little over. Seven or six. Robby T: Then 700 some closings, correct? Jim Rentfrow: Yeah, pretty much. Robby T: You're like a real estate team and other yourself. Jim Rentfrow: Yeah. Robby T: Awesome. Well, I love it. well, thank you for sharing that. I want to start here. I want to start very 10,000 foot view with this today. What do you view your role as? You're an ISA and ISA is just inside sales agent, but what the heck does that mean to you, Jim? What is your role on a team? How do you describe it? What are you doing every day? What does ISA mean to you? Jim Rentfrow: I struggle with this because the industry looks us ISA as the starting point, the lowliest of the lowly and the way I look at it ISA is I am basically the coal in the steam engine. If I don't put the coal in, this train doesn't go...

Nate Joens: [00:00:03] Welcome everybody. My name is Nate Joens. I am the CEO and co-founder at Structurely we've got a really exciting episode today of the ISA radio with our friends at Hatch coaching Hatch realty Erik Hatch Robby Trefethren guys. Can you tell us a little bit about your business. Robby I I'm very bad at pronouncing your last name Colorado everyone is you crossed it and there's a reason I sort of go by Robert T. Yep. It's the first time I've actually tried to pronounce it live. So we did you that well and the guy's house as he says it. Erik Hatch: [00:00:38] His last name sounds like a pharmaceutical drug trial here. I've heard that one. It's great. So thank you for the introduction. Erik Hatch: [00:00:46] And it should be known that Robby and I are huge fans of Structurely you're not even paying us to say that we just simply like you guys a lot and we think that what you're doing in the ISA and artificial intelligence world are game changing. So really elated to be partnering with you on this here at here in Fargo North Dakota. We have a couple of different ventures that are rolling out and it all started with Hatch Realty. We run our real estate company as a team. So our team consists right now of 35 people that includes three expansion markets. We run a different model than most people do even that are running teams. In 2018 we did six hundred and sixty foreclosed transactions just a hair under 5 million in volume 5 million of GCI and just over 150 million in volume. So we've had a fun run of things so far about three and a half years ago I had been getting coached and I was doing some coaching on the side and really felt like we had a unique voice in the market and it was different than what other people were doing and so especially with Robby by my side and I'll let Robby share his story and his journey. But what happened is we saw that there was a need and an opportunity for us to try to influence an impact in the best possible way. And so that's We curated Hatch coaching now. We we catered to some of the top coaching clients some of the top realtors in the country and we are honored to be a part of it. So Robby Your journey has been similar but different. Robby Trefethren: [00:02:24] Yeah I started up a team back. Jeez it would be January of 2014. Does that sound right. I mixed up all the years a while ago and I started on the team as an as an ISA which is why we created this whole of the ISA radio and everything goes along with it. And when I came into the game I remember my first day I walked in and Erik kind of gave me a remember the script book right and old school script book filled with I would refer to it as a bunch of junk because it was all focused on I like to say manipulating and coercing and really trying to take advantage of the other person. Robby Trefethren: [00:03:05] And what I found was I wanted to create a way that really put the other person first because I think that's a better way and a more sustainable way to do business. And in my heart it felt right. So went down that route and now we had some major success. We have an ISA Department now with five full time ISAs of course. Robby Trefethren: [00:03:26] And they were featured on one of the other podcasts as well. And I have the privilege and honor of coaching most or a lot of the top teams and ISAs teams throughout the country. So that's awesome. Nate Joens: [00:03:41] Yeah. For everyone listening. Definitely check out the sixth episode of the ISA radio so you can hear firsthand from from these ISAs with hatches as we referred to them on the episode. The actual rainmakers. Erik Hatch: [00:03:56] Thanks for that. Yeah I agree 100 percent man. Nate Joens: [00:04:00] Yep awesome. So we're we're switching this one up a little bit today not necessarily ISA focus not necessarily script focus but kind of giving you the inside look into the culture that has been built at hatch from the rainmaker himself. Mr. ERIK Hatch I want to...

Nate Joens: [00:00:02] Welcome everybody on this fine and freezing Tuesday morning out of Fargo and great state of Iowa. I am Nate the CEO Structurely these fine gentlemen or with Hatch coaching we're about to start our what is this our fourth webinar. Fourth or fifth team 18 20 18 eighteen hundred webinar which is how to build a bench. Erik in Robby are gonna be leading this one giving us some insights into really frankly they lost two thirds of their sales team at Hatch Realty. Guys give us some background. Let's get this thing started. Erik Hatch: [00:00:58] So people used to ask me how much do you bench. My answer would be most of the game. And so it's fun to talk about benching once again. And so here we find ourselves dive in and I'll give you a brief synopsis in twenty seventeen. At that point that was our highest year of production for our team. We we had thirty eight or thirty nine people we sold six hundred and fifty two homes in Fargo North Dakota which is a city of one hundred and twenty thousand. The counties we serve in total are about two hundred and fifty thousand but are our main metros one hundred and twenty thousand. And we did. So we had grown exponentially and our team members never left. The people that we started with five years ago and four years ago were basically still with us and our agents were like the top of the top producers are our average listing agent sells anywhere from what is it Robby 90 or 100 homes for a listing agent and a floor is about 75 80 ish up to 1 10. Robby Trefethren: [00:02:01] So yeah average in 90 95. Erik Hatch: [00:02:03] Yep. And then our buyer agents were averaging you know the floor was probably thirty five for our bottom producers and ninety five for our top producers we were averaging about 60 transactions on the buy side. Now right away if you're B.S. meter is like mind you say how in the world can each agent produce so high and it's it's the leverage that we give them we have we have shown partners we have ISAs we have great admin and so the agents and their actual tasks that what they have to do on a regular basis is maybe different than most people's. And we had a group of people that had never left our turnover that happen annually was only coming from us removing people from the business. Occasionally somebody would move to a different part of the country or what it would be or we would help them find their way out the door if they weren't the right fit. And so we had 90 percent plus retention year over year. Robby what am I missing here and kind of our background. Robby Trefethren: [00:03:03] Yeah I think just to emphasize the point of a lot of people think 90 60 homes per person that seems like the essence of valid thought I want to re-emphasize the amount of leverage and specialization that we have built in. Robby Trefethren: [00:03:18] When you say our team was thirty nine people at peak that includes you know we have three full time ISAs as well. So there's a lot of leverage to bring temps. There's a ton of love to bring to the table as a value proposition to our team frankly and to our clients right. Erik Hatch: [00:03:39] And so obviously the topic of this of this webinar and for us to dive in is to really understand how did we lose everyone and how do we continue to sell more houses because I told you in 2017 we sold six hundred and fifty two homes in twenty eighteen we did six sixty four we sold twelve more houses while losing five of our eight buyer agents by losing two of our five ISAs by losing a couple of admin. And here's what happened. Let's rewind the clock and I'm gonna have maybe flashbacks here. So if I start twitching you know why in February we had just an issue with the team member that didn't go so well and we had to remove him from our business when that happened. This was a friend of mine a good in fact a great producer a hard worker charismatic as the day is long and the guy who was like one of the founders of the company he was...

episode6-isa-best-practices.m4a Nate Joens: [00:00:07] Hello and welcome to the ISA radio. This is Nate Joens your co-host with Structurely we're excited today on our sixth episode to be joined by Robby T and the ISA team at Hatch coaching. Robby, could you give an introduction to these fine gentlemen. Robby Trefethren: [00:00:42] Absolutely. Hey super excited for today. Unfortunately we don't have Eric our rainmaker the man but we replaced him with three of the real rainmakers in our world. We got Cody Meyer one of our fellow lead geeks. Robby Trefethren: [00:00:59] Cody is a phenomenal ISA Who who's really excelled in some system pieces and I'm excited to hear his thoughts today. He was also recently named by our team as the sales manager. We got Cody we got Eric Hegg who is the ever talented ISA who seems to speak like three or four different languages. I still don't know why he works with us but he is one of the up and coming and blooming ISA. And I know that we look to him a lot when it comes to texting lead. So I'm excited for him to share his stories his thoughts his ideas today as well. And then I have the man the myth the legend here too we got we got Jimmy Rentfrow and Jim without a doubt the best ISA in the country over the last three years to do days from here to hundreds upon hundreds upon hundreds of deals. I'm not going to say the exact number because I get it wrong and Jim would correct me instantly. But we got some stellar ISA some of the top producing ISAs in the country and I'm excited for them to share their stories about you know what the world looks like especially in regards to how we use texting it can convert leads. Nate Joens: [00:02:14] Awesome. We appreciate everyone being on here today a little bit of a change in topic. We're really focusing on how to text your real estate leads today. We've got the best in the business who know the ins and outs of everything you should or shouldn't say and when and when not to text your lead. So with this sixth episode of Real Estate ISA radio we're covering how to text your real estate leads. So with that I really just want to want to jump into the first question how often and for what percent of leads are you guys typically texting in your pipeline regularly. Robby Trefethren: [00:02:54] Jim that's all you brought up. You go ahead. Jim Rentfrow: [00:02:56] Yes. So I'll start us off as far as the percent of leads that we are texting. It is 100 percent. So we've built out our system to automate text every single day. So what's a lead comes in. We get to it in five minutes. We call and then we'll send a text immediately after if we don't get a hold of them. And then the next day through the first 10 days are getting one text one email and multiple calls per day. And then it's built out basically for the next six months every 15 days afterwards until they respond to us. Robby Trefethren: [00:03:30] I love it. I'll get back to that. So Jim is there any any leads in that we don't text any leads that we don't text period. Jim Rentfrow: [00:03:40] Yeah. The only leads we don't text are the ones that have unsubscribed in our system will allow that and technically we want to do that anyways because it's a good way to get fined. So I love it. Robby Trefethren: [00:03:52] Good good. Cody Eric what what are your thoughts. Know. You want to add to that Eric Hegg: [00:03:59] As far as the recurring what's in our pipeline that we're texting. For me I have about 600 in my pipeline at any given time and usually every day I'll start out the day by texting 20 to 30 of them. And that's first thing when I get in in the morning. And then as they start you know some will respond some won't but as they respond I'll take a break at like 10 a.m. noon 2 p.m. and then right before I leave work in the evening just to spend 10 15 minutes replying to those texts and keeping that conversation going. So that's overall about 5 percent of my pipeline every day that I'm texting. Mm...

Nate Joens: [00:00:01] All right. What is up everybody. This is Nate with you actually. We got the whole crowd here. We're gonna get this thing started again. I'm Nate Jones on the CEO Structurely. We've got a great crew here from from Hatch coaching and Jeff Chubb with Chubb Realty. Guys I'm gonna let you guys introduce yourself tell us a little bit about your businesses and let's get this thing started off right. Jeff Chubb: [00:00:40] Mr Chubb hit us with it. Hey guys. I'm Jeff Chubb. I have a team I run a team out of Boston Massachusetts. We serve the whole Boston metro market right now for two thousand nineteen. Our plan is to actually have our goal at least right on the board is to have 60 agents by the end of 2019 and our two other expansion markets. So in order to do that 2018 has been a lot of focus on kind of the technology in the systems. In order for us to be able to scale right now we have including onboarding agents 15 agents work for you. You just made the switch from RE/MAX to eXp Realty and that's kind of me. That's me in a nutshell. Erik Hatch: [00:01:26] All right I'll jump in. Erik catch on Fargo North Dakota. I have a couple of businesses that keep me up at night. My main one is Hatch Realty. We are a team of 34 people. We run a different model or really high service high specialization model and so our average agents on the buy side sells about 60 homes and our average agent on the list side sells about 100 homes. And so as a team we'll do we'll finish this year at the end of 2018 we'll do about 680 transactions hopefully correct the 800 number next year and have done that with massive service a massive system of massive technology to grow that I've been not a production myself now for just over four years and have filled that time after building up leaders in our team. We fill that time with Hatch coaching. I get the privilege of coaching some of the top three teams in the country. We started at the top and found some of the people that we were in the same groups with and started coaching them and I've just got some really positive energy from that. And so we built out some really important key I think missing elements and a lot of real estate coaching and that is leadership and ISAs and so I handle the leadership side and Robby handles the ISA side. Robby Trefethren: [00:02:45] Yeah and just to add to that Robby T. here in Moorhead Minnesota which is a sister city with Fargo North Dakota basically the same place. The reality is this. I served as an ISA with Erik coming up five years ago. Holy crap that seems a lot longer and yet isn't that long ago served as an ISA was in production for about two and a half ish years and got out of production and now get to coach people full time. My whole goal is this and our coaching company we talked about how we want to redefine the way people treat people. And Erik said his job is to focus on redefining the way we treat our team members. And my focus is how do we treat our clients. So that's what I bring to the table. I get to coach a lot of really great people throughout the country as well. Usually ISA as agents rainmakers and help them traditionally convert more leads and treat their clients better. So that's what I got to do every day. Nate Joens: [00:03:59] Awesome. Well I appreciate all you guys taking the time to join us today. What we're going to be covering is mostly in terms of how to scale your real estate business with technology and I think this is a really good spot to talk about this. You guys are at different points in in scale and in growth. Obviously everyone listening is at different points in their growth in their real estate as well. That kind of I wanted to start by asking but I want to I want to preface this by saying I have a really strong pet peeve. I don't like it when people talk about growth and scale in the same vein. I think they're two completely different things. I'd love to get your guys to take. Do you guys see a difference...

Nate: [00:00:00] Welcome everybody to the Structurely and Hatch Coaching webinar. My name is Nate. I am the CEO of Structurely. We're going to be talking about our Dial's dead. I'm really excited about this one today. I know Robby myself and Erik are about to nerd out and it's going to be on 45 minutes to an hour. So Erik let's get this thing started off. What do you got for us. Erik: [00:00:41] Hey good to be here with you all we have people from all over the country and in North America. And then some folks may be watching that webinars too or the podcast later. So great to have you here. Let me give you a little bit of perspective is I started real estate team in 2012. We implemented the same model in 2013 and we were married to the idea that I ISAs hit the phones and when ISAs hit the phones they were continually receiving incoming business and then they were sending out and chasing down all sorts of nurturers and relationships whether it be expired listings or anybody who signs up on our website and we dialed until we were dead. We hit the phones and we hammered the phones and then some then recently has started to shift. When I talked to Robby our ISA team and we said what in the world is going on. And I asked the question and I made the proclamation to say are Dial's dead. And it really framed up an interesting conversation that we had and we can't be the only ones experiencing it. So we want to do our best to try to keep people in the loop of understanding are Dial's dead or not. And so the guy who I know to pitch to is Robby t he builds our ISA company in the apartment. When he was in the game he was the top ISA in the country and now coaches the top ISAs in the country. And so no one better to answer the question then Robby are Dial's debt. Whether you're an ISA or an agent if you don't have an ISA you are the ISA and the question is this is has your game changed and can you reach anybody on the phone anymore. I'm done here. Robby: [00:02:28] So I want to start here by telling you guys the story. When I started this game about five years ago because I think it's going to give a really great framework for the rest of this call when I got the game that it was all smiles the method to convert Leads Online leads wherever it may be. The story was I was calling and calling and call it and what happens is that game is changing and it is changing drastically and we're now entering a phase where there is so many appointments that we're booking. That the initial contact isn't happening because it is happening because of it and the framework. All that five years ago there really was no to use automatic or mass messaging. It was in development. People were starting to allow it. It really wasn't. Yeah. And what we're seeing. Erik you refer to it as a massive shift the balance shift over. I'm now really feeling it and I felt it Robby. Erik: [00:03:52] It's like yes I've been out of production now for four plus years. So running our team coaching. I've been out of production. And here's what happened. Is this thing right here was my lifeline. As a realtor I would wait if a number called me that I didn't recognize. I thought it was a sign call. I thought it was a referral. I thought it was that next piece of business that was going to have me crush the industry. That's what I thought. You know in the 12 months and especially through the last political season and especially through all the robo dialers that have happened now. I don't answer my phone when it's not a number that I don't know if one of you calls me and I don't have your number saved that's going to voicemail. And if you leave me a voicemail I'm just going to see the text from it anyways and not even listen to the voicemail. That thinking changed. I even think back Robby and this is maybe before your time but when I got caller ID at my house for the night. Yes. Caller ID need all of a sudden your life changed because you knew who was calling and it would tell you....

Nate: [00:00:00] Well welcome everybody to the Structurely and Hatch Coaching webinar. We're excited to be here. Hopefully you guys are excited to be here on a Friday afternoon as well. Here to talk about how to hire the right ISA for your real estate business. Nate: [00:00:31] My name is Nate Jones. I'm the CEO co-founder of Structurely we're an artificial intelligence inside sales agent company. We love to be working closely with with the hatch coaching and Hatch Realty team which we've got to be the best on that team. I would say with us today Robby T and Erik had taken away guys. Robby: [00:00:53] Awesome. Well yeah I'm really excited today because we're going to get talk about something that's really dear to our hearts. All about hiring the right ISA and what I'm going to do is I actually want to keep attached to Erik first because you're the one who did this right the first time. And our last call you coined the phrase we fumbled our way through it. But you know I'd love for you to really start things off. Erik How the heck do you hire the right ISA for the real estate business. Erik: [00:01:27] Gosh I wish it was an easy answer and it is not a pride myself. I pride ourselves on being really good at hiring Hatch Realty and Hatch coaching are based out of Fargo North Dakota. Our communities are two hundred thousand people. We will sell 650 ish homes this year we were this last year that number 43 real estate in the country. And I give you those facts and those pieces of data because it's important that you understand that it hasn't always been this way and we've built it now on the backs of ISAs and I've gotten really good at hiring and that's still been the hardest position I've ever had to fill. It's exhausting. It's difficult this year. Question right now from Ryan asking how do you keep somebody in that department long term like. There's just so much meat and potatoes here so let me dive into your question with more specificity Robby. I want to take you back to 2013. I saw some big wigs some people who really knew what they were doing that they wanted. They had ISAs in their world and even the Red Book the millionaire real estate agent book talks about people like call centers and outbound callers and realistically we had a plethora of business. And with that plethora of business we were letting in a lot of leads go unattended to. We didn't get back to them at all or if we did it was like a 24 hour period. And so here it was the hiring trend, write this down. Really important hire your friend. After 20 minute interview and then I want you to take that piece of paper and tear it up and just disregard everything I just told you because that was how I hired the first one and I got lucky. I had somebody who just answered and responded to leads and we actually got lucky. He had no desire to be like this big producer and agents loved being kind of behind the scenes prides himself on being a number two. And it was a really good culture fit. He was fine at the job but he was a really good culture fit. What happened is we then got introduced to a guy named Robby and Robby was in his young 20s. A year or so out of college was working on political campaigns and Josh our first ISA vouch for him when he said Rob is a really good dude and so I brought in Robby to interview him and I at this point I started slowing down and the interview process I used to just hire people because I liked them because they were great. But I started to figure out who we were and who we didn't know our role. We now developed a nine step hiring process that I'm happy to go over here in a moment. But in this ISA world one I brought in Robby here is the biggest difference maker of him and anybody else is he was hungry like notch not just hungry saying I want to make 100 thousand dollars or whatever it is. Robby had a chip on his shoulder. He had some people to prove he had a life that he wanted. And the only way to get through that and to that was...

Real Estate ISA Radio - When you Should Hire your First Real Estate Inside Sales Agent Nate Joens: [00:00:00] Hello everyone. This is Nate with Structurely welcoming you to our second ever real estate ISA radio podcast where we give you an inside look into the science and setup of building a successful inside sales team for your real estate business. I'm here today with my co host Robbie Trefethren as well as special guest Erik Hatch with Hatch realty. Robby would you like to get us started. Robby Trefethren: [00:00:39] Awesome yeah I'm really excited today because the focus of today's calls is going to shift. Last call we really focusing on the role of the inside sales agents in our businesses. And today we're going to go down the journey of when are we going to hire one should you hire your first real estate inside sales agent. And I think there's no better person to talk about this than than Erik Hatch because Erik, I think it's fair ISA that when you really were first exploring getting in ISA it wasn't anywhere near what it is now in terms of popularity. It was maybe like the new shiny thing. Is that fair ISA at that point Erik. Erik Hatch: [00:01:20] Yeah I I hired an ISA because I listened to a bunch of people who were top teams that I never thought I would ever even get a smidge of their success the rise of the copy my way to the end. And sure enough I saw the people that were having great success and they were using an ISA. I didn't even know what it meant when I'm outside of having somebody simply answer the phone and respond to leads passion. That's the only thing I knew about it and we fumbled our way to the top here. Robby Trefethren: [00:01:52] That's probably a good way to describe it fumbling way to the top. Love it. Nate Joens: [00:01:57] There you go. So Erik sounds like you've got it figured out now but when you know you it sounded like you were starting to build up your team. If if you're a new team leader of looking to actually build your team today should an ISA be your first hire onto your team. Erik Hatch: [00:02:16] Boy that is a heavy laden question. I'm going to say no I don't think it ISA is your first hire. I think that people want to jump to having and ISA. Well what we have to figure out here and this is something that I have studied in great depth to try to figure out who to hire and when to hire and and then certainly how to hire what we think about is this is if you were the rainmaker for me when I started 2011 it was my first year in real estate. I sold 52 homes in 2011 as an independent agent. I had in the summer months I had a part time college student helping me up but otherwise I was a slow operator and I was just burning the candle at both ends and really struggling to stay afloat and so I did what any reasonable person would do and that was I hired a bunch of people that were my friends and I never regretted that I just brought them aboard. And we grew our team in 2012 from from 4 people to 13 people by the end of the year and how we hired Nate Robbie as we went and I hired two buyer agents and one admin and we just jumped out and I think that's a that's the easy desire is people want to jump in right away and they want to find producers and they want people that can help bring them an income. That year we sold 192 homes and up 182 I did 113 of the transactions and as I coach and as I mentor people throughout this industry I find out that that's usually the case is that the rainmaker even as they're growing their team are still the main producers because were traditionally hiring folks that aren't necessarily trained well and that we don't we haven't done our due diligence to teach them how to do it exceedingly well us a rainmaker know how to crush it in real estate. Erik Hatch: [00:04:12] We think that that's just the natural progression is when you crush it as an independent agent then you go and you build the team and so I bring all that up to get to the root of the question....

On the first episode of Real Estate ISA Radio, your hosts, Nate Joens of Structurely and Robby Trefethren of Hatch Coaching, are joined by the one and only, Erik Hatch - Founder and CEO of Hatch Coaching and The Erik Hatch Team. isaradio-podcast1-9-3-18.mp3 [00:00:00] Hello everyone. This is Nate with Structurely welcoming you to our first ever Real Estate ISA Radio podcasts where we give you an inside look into the science and setup of building a successful inside sales team for your real estate business. I'm here today with some special guest. Robbie T and Erik Hatch. Robby, I'll let you introduce Erik! [00:00:38] Awesome. Yeah. So I got Erik here. Erik is literally right down my right hand man said it to my right said seated my right. But you know Erik is not just a co-worker he's one of my best friends and he's our partner in crime in believing in this ISA world. And honestly being the person that first dreamt somebody doing it at his highest level. I want introduce Erik a little bit. We're based here in Fargo. And Erik has built now a team that will do seven hundred-ish deals give or take some 700 or 750 depending on how things shape up. And he's got his hands and fingerprints all over Fargo here as well as real estate interests like our Hatch coaching and. Erik, you want to introduce yourself a little bit and tell people who you are. [00:01:35] Well Nathan and Robby it's an honor to be here especially in the first episode of Real Estate ISA Radio this is this is great stuff. You guys are up to something that that's cracked the code for the ISA piece you're able to elevate your game your business your service and all the fun from maybe 60 or 70 percent functionality right up to the top 100 percent. [00:02:00] And so it's been an honor to be on the ride with Robby and a fellow ISAs in Fargo as well and we weapons. So thanks for having [00:02:08] Us Yeah. We're really excited for you to have to be on our very first episode today. So with that I do want to just give a quick background is this is our first episode on myself. My name is Nate I'm the CEO. Structurely we're an artificial intelligence based inside sales company for real estate out of Ames and my co host Robbie t who has a great deejay nickname at Deejay Robbie T. I'm sure that's going to stick. We're looking out right now by the way. I love it. Yeah and we're where we're the cohosts of real estate ISA radio moving forward. So without further ado we really want to jump into our first topic which is just simply the role of the inside sales agent. We're going to touch on describing the framework of a new lead journey from when they register on a Web site or portal to when they get to your ISA. And then when they're passed off to an agent we're then going to touch compensation structure of the ISA you know what makes them tick what a typical day in the life of an ISA is like. And I think that you two especially are going to be great with this topic so that further do Erik come to pass this question off to you. What exactly does an inside sales agent do in real estate. [00:03:25] Hopefully everything. [00:03:28] I mean I would say this is that you don't have an ISA you are the ISA. So whether you are somebody who is brand new to the business or you have a team of 90 people whomever is the lead converter is the ISA. ISA stands for inside sales agent but really I think it's inside service and inside sales that acronym is ISIS and we probably don't want to be calling these crewmembers ISIS. And so instead we're just trying to call them ISAs. The truth of the matter is when a leader signs out when they have raised their hand whether it be signing up through a Web site or party vendors Zillow or realtor.com that they call them to our office. We've structured our team so that our ISAs are the first touch for and have not met anybody who we don't have a relationship already established with. And so it's their job to nurture maintain massage listen to pursue. And...