Episode Transcript
[00:00:00] Speaker A: Today, good gets you fired.
[00:00:03] Speaker B: Good customer service is doing what the customer expects you to do. Excellent. Customer service is doing more than the customer expects you to do.
[00:00:11] Speaker A: There is no room for good.
[00:00:13] Speaker B: None.
[00:00:17] Speaker A: Welcome, everybody, to Ed and Ken's mini podcast. We are fired up. We are ready to go. We are going to rub. We're going to do all kinds of things.
But what did you get into the rub, man? Yeah. Yeah.
So, Ken, first of all, the most important question I want to start out with this morning.
[00:00:37] Speaker B: Yes.
[00:00:38] Speaker A: How was your cottage cheese this morning?
[00:00:41] Speaker B: Very excited, Ed.
I. Because now I get to put some apples in my cottage cheese. Right? I'm working on my meal prep now I get to put some apples in there. Today. I didn't go with the slap. Your mama's seasoning, but, yeah, love my cottage cheese every day.
[00:00:56] Speaker A: Okay, dude, so happy. I'm so happy that you're eating cottage cheese.
[00:01:01] Speaker B: Why are you so worried about the cottage cheese?
[00:01:04] Speaker A: You know what, dude? Like, everything. It's. It's my own insecurity. It's my own insecurity that my girl Megan, she'll be like, oh, my God, you said my name on the podcast.
She was like, dude, try some cottage cheese. I'm like, I'm not trying cottage cheese. And she made me try it, and I'm like, this is.
It tastes like nothing. It's like fake rice pudding.
I need a therapy session because rice pudding was my father's recipe or my father's favorite dessert.
And I probably think some way in my own crazy mind that I miss my father. Cottage cheese reminds me of rice pudding. That's not really rice pudding, so it's all me.
[00:01:45] Speaker B: Dude, keep. Keep eating your cottage cheese.
Well, listen, I eat. I eat it every day. Since December 1st of 2025, I've eaten. I've eaten cottage cheese. It's the only dairy that I'm eating right now. I've cut out sugar, almost almost exclusively alcohol, gluten. And the only dairy I eat now is cottage cheese. And I gotta tell you, man, I feel phenomenal.
I highly recommend get gluten. Get gluten. Get all gluten out of your diet. It serves no purpose.
[00:02:19] Speaker A: Shameless plug. April 9th. That's going to be part of how we scale our business through our energy.
But getting back to, I think, what happened in the last few days and why my wise remarks about the cottage cheese. I was at the gym the other day working out, and I look, and There's a kid, 19, 20 years old, working out, and he's literally in his pajamas and slippers. And I see that. I don't know. I mean, I see that a lot here in Florida. And I'm like. And I flip back to 1985 of me working out with the small brothers at Sussex Fitness center in Broomall.
I'm walking into the gym.
[00:02:59] Speaker B: Wait, is that back in the. The industrial park back there? Yeah.
[00:03:03] Speaker A: Okay, I'm walking in. Now, we all work construction. I'm walking in in my jeans or camouflage pants, work boots, flannel shirt, taking the last drag on my Marlboro Red or my Newport, flicking it. I may have drank two or three beers.
Then we go in and we lift, like £7,000.
And now these kids are working out in their slippers.
I don't know what's better, what's worse, but it's just been stuck in my head.
And then the whole thing, it's interesting.
[00:03:38] Speaker B: I.
Yeah, there's a school of thought says, hey, at least they're working out, right? Like, at least they're at the gym. At least they're working out. But I feel like that's way too bare minimum for me, too. Like, if you're gonna do something, prepare to do the thing, right? Just. Just the activity itself is. It's just so bare minimum. And if you're. If you're in slippers and in pajamas, like, it doesn't sound. It doesn't seem to me like you are prepared to do the thing. You know, you don't get up in the morning, roll out of bed and roll right to a listing presentation, get out of morning, roll out of bed, go right to a mortgage application or settlement. Like, you, you know there's a reason why Superman wore a cape, right?
Like, you have a uniform. You know, it's a mindset thing. Maybe I'm putting too much into it. But, yes, I think that when you are, you know, going to the gym, be ready and prepared to go to the gym. You know, if you're going to go to work, be ready and prepared to go to work. Gonna sit around and watch Netflix all day. Fine, be prepared to do that. Put your slippers on and hang out. But I. I'm. I'm the same mind. I get frustrated, get annoyed. I get, like, judgy when I see young adults out there wearing pajama pants and Crocs, man. It's just.
I just can't. I can't. I can't do it, dude.
[00:04:59] Speaker A: Crocs will be another podcast. I can't say what I'm thinking right now. What I will say and we'll get into business. Here is, and this was 22 years ago, my first Anthony Robbins event.
And this relates directly to loan officers, real estate agents, brokers, teams, companies.
He said this 22 years ago.
20 years ago you had a job, you had a business.
If you were good at it, if you had a good product, if you had good service, you had a good business, you retired with a good pension or good IRA Today, good gets you fired.
There is no room for good. None.
[00:05:47] Speaker B: Yeah, I, I, I tend to agree
[00:05:49] Speaker A: with that and I'm going to explain why as we get into this.
[00:05:54] Speaker B: So
[00:05:57] Speaker A: let me tell you a quick story about good.
I bought a new Jeep a month ago.
Dude was there on a Sunday. Believe it or not, car dealerships are open on Sundays down here. He came out next day, did the deal. Beautiful. Brand new Jeep. Love it, love it. Got really close to the price that I was looking for. Blah, blah, blah, blah, blah, blah.
Two days later, after I'm driving it, the left, the driver's side roof latch keeps popping off or popping open.
Forgot the email, forgot the email. I email finally, I said, dude, I've been meaning to send you this email for like three weeks now, but the driver's side latch keeps popping open. Can it be taken care of? He replies, absolutely.
Just call the service department Monday.
I just bought a, I don't even know what it costs. 65 grand.
I just bought a $65,000 vehicle from you.
You want me to call the service department?
[00:06:55] Speaker B: What do you think the equivalent of that in the real estate industry is?
[00:06:59] Speaker A: That's good.
He's not getting a referral from me
[00:07:02] Speaker B: now, so draw an equivalency now. Give me, give me an idea of what you think. How, how does that conversation go in the real estate world? How can you give an example?
[00:07:12] Speaker A: Okay, so as far as real estate, I'll go sale real estate sales to, to real experiences I've had with loan officers, but real estate agents and their clients.
Good today is. Hi, Ken, thanks for having me into your house. I'm going to show you my, my marketing thing, tell you how great I am and tell you you should list your house at 850.
That's good.
Give you a couple scenarios. Great is, hey, Ken, thanks for having me over. I'm going to lay out some options for you.
I'm in charge of the process. You're in charge of the decision.
If we list your house here, this is what you can expect. If we list your house here, this is what you can expect. If you will list Your house here, that what you can expect.
I'm oblivious.
What do you see working best for you?
By the way, Here are the other options as well, not just price. It looks like we could do X, Y, Z to make it be a really attractive listing. Put new paint, do this, fix the kitchen up a little bit. That'll cost my company $30,000. I'll put that money up, there's that option, then there's sell it as is. Or there's.
I also have an investment company that I'm telling you your house is worth 500,000. But I'll buy it for 390,000 today.
[00:08:50] Speaker B: The cash off cash offer.
[00:08:52] Speaker A: In other words, options, Right?
Good versus great.
That good versus great is me taking or an agent taking.
As long as they're calling within business hours, I'm not a believer personally. Call me anytime. I'll take your call.
But me not getting back to someone you know within a two hour window. Loan officers, when the real estate agent who recommended you gets a call from their client.
Hey, I haven't heard from Joe Smith, my. The mortgage officer you recommended.
Done. Absolutely done. As far as leadership, by the way, these are all true stories. Hey, Ed, I'm looking to see if you guys are hiring agents. Of course we are. Why? What's going on? Why? Just walked past. My operating partner and I had a question about a listing. She looked me in the eye, didn't answer the question, and told me I should join Maps Coaching.
[00:09:54] Speaker B: You know, when I. I have a funny story. I was fresh out of college, actually. I don't even know if I graduated yet. But I was doing the interview circuit, looking for that first job out of school, and I had, I had an interview with Enterprise Rental Car. I'll never forget this.
The day of the interview, my. My suit's in the dry cleaner and I. I can't get it. It's not done in time. I sent my brother down to the dry cleaner, get the suit. Hey, Pat, I need you to do me a favor. He goes down there, they won't give him the suit. He's yelling, screaming, he's about to flip tables. My brother needs a suit. Give me a suit. He doesn't get the suit. So I'm like, all right, I guess I'm gonna have to borrow a suit. So I borrowed my stepdad suit. That was a little bit tight. So, well, Chris Farley, fat guy and a little coat action going on. I was super, like, insecure. I was like, this isn't right. But anyway, long story short, I head out now. It's time to head to this interview. Get to the interview.
I'm like 10 minutes late because that 202 section in Delaware, it's split highway. I don't know where I'm going. I have to turn around. U turn. Get there.
Ladies, the managing hiring manager is expected.
And of course, you know, I'm. I'm an idiot kid. I'm, like, pregnant. How she. It was. That's really not what we're here to talk about. I was so ed. So embarrassed. But I will tell you, that's not the reason why I remember this interview. She asked me a question that stuck with me for the rest of my career. And she said, what's the difference between good customer service and excellent customer service? And I said, well, I guess good customer service is, you know, being polite, answering the phone and. And. And doing, you know, giving the customer what they're looking for and excellent customer service. And I'm stumbling over my words, and I said, guess. Excellent customer service is like, you know, kind of making sure you're there for the customer and giving them what they're like. She's like, you already said that. Like, this woman was ruthless and justifiably so. She should have been. Long story short, I didn't get the job. I come home talking to my stepdad, how did it go? And I said, she asked me this question, what's the difference between good customer service and excellent customer service? And he goes, how did you answer? I said, I fumbled over the answer. He goes, do you want the answer? I said, yes. And he says, good customer service is doing what the customer expects you to do. Excellent customer service is doing more than the customer expects you to do. And that stuck with me for the rest of my career. You know, good is returning a text promptly.
Excellent is picking up the phone and explaining the answer, especially if it's complicated. If you know the answer is going to be nuanced and complicated. Don't just reply back with a text when a phone call matters. Know when a phone call matters and make the phone call. That's excellent customer service. I tell my buyers at settlement, if you ever have to call the customer service department of any mortgage company, whether it's my mortgage company or another mortgage company, and you don't get what you're looking for on the very first call, call me, because we'll conference call them together, and 99 times out of a hundred, whatever the problem is, we'll get it fixed with me on the line, because I speak the language and I that developed that, that, that kind of offer to my past customers, to my customers developed from that conversation 23 years ago.
That has been burned in my brain. It's not about just doing what they need. It's about going the extra step. And it's such a cliche. It's such a cliche to say, oh, I'm going the extra step. You know, you call a good mortgage company, they'll take your information on your online application and they'll issue a preapproval letter and say, hey, you're good to go.
Excellent mortgage company will take the information, put together multiple options, educate you on what the underwriters are looking for in a mortgage application so you have context. They'll give you the tools you need to make good, real time decisions. They'll make sure you have everything you need when you need it. So that. Because we all know that putting in an offer is not a scheduled experience. It's a, well, we saw the house. We love it. Now's the, now's the time to take action. So your buyers, your bars, have to be ready, willing and able to make educated, informed decisions in real time. That's excellent. And there's some excellent lenders out there, I always say. But that's what we do. We go above and beyond to make sure that the borrowers can make educated, informed decisions in real time and not have to wait a day or God forbid, in some cases, two days to get an answer back from their loan office.
[00:14:27] Speaker A: You know, so you can put in the show notes at 1606.
I'm going to give a shout out to Jackie D'. Antonio.
[00:14:36] Speaker B: Okay.
[00:14:37] Speaker A: Spoke to her this morning and I asked her what percentage of your business is referral. She's been in the business as long as I have. 20 years. A little over 20 years.
Her response was all of it. I talked to a team.
I don't coach them, but I was talking to them because they need help. And this is why they have averaged 100 million in production and in the last two years, over the last decade, in the last two years, their business is really down.
When I asked them what percentage of your business is referrals, it was in the teens.
So what you're saying, as far as Service, I agree 1000%.
But the reason why Jackie D' Antonio's business is a hundred percent, what I'm calling now, ridiculous referrals, which is what my training is going to be on April 9th. It's a workshop. April 9th comes down to one word. Guess what it is.
Trust. Trust.
[00:15:48] Speaker B: Trust.
[00:15:50] Speaker A: And that's not just a word.
The reason why agents aren't getting referrals.
I went above and beyond. Well, you went above and beyond doing pathetic things for your clients so they like you.
You didn't go above and beyond as far as execution and results. You did not do what you said you were going to do.
Therefore, they don't trust you and they will not refer you.
And this is the point that, That I make, I've been making for the last 18 months. It only took me 20 years to realize this is what a vital role the loan officer makes in the transaction. At least my daughter Helen, at the time, she was 5, and she told me I was the best real estate agent on planet Earth.
[00:16:49] Speaker B: So that's.
[00:16:51] Speaker A: I'm taking that. That I was really, really good.
And I never looked at some of the clients that I know I did an incredible job for. But when I really dug into it, they were like, hey, Ed, you're. You were. You were great. Everything. You found us the house. You did this. But so and so dropped the ball.
And I can't refer business to you because they, they don't realize, you know, we.
They don't. They don't realize, Ed. Exp.
Ken. Princeton Mortgage. They think Ed and Ken are part of the same company.
You're on mute.
[00:17:30] Speaker B: As they should.
[00:17:31] Speaker A: Yeah. And I can't hear anything in the background. You're good.
[00:17:35] Speaker B: Oh, I'm paranoid. I'm, like, distracted.
[00:17:37] Speaker A: I love when you get fidgety. You're like me when there's background noise. I'm like, I'm gonna snipe you, Mr. Landscaper.
[00:17:45] Speaker B: I was this close to, like, yelling out the window, but, yeah, I can't hear it.
[00:17:50] Speaker A: All right, I'll trust you. Yeah, I would. I would tell you. I'd be like, tell the landscaper to shut up because I just went on a rant on a Facebook live about influencers and how they're not doing good things. But that. That's from my therapist. After I, you know, you.
[00:18:07] Speaker B: You make a great point, Ed. And that is sometimes that credibility gap, it opens.
It just opens the first time you say one thing and do another. And, and those might. We talk about micro commitments all the time. That is something that we talk about here at Princeton all the time. Micro commitments set and keep your micro commitments. They're so important. If I'm going to call you at 4 o'. Clock. Call you at 4 o'. Clock. If I can't, you and I. If I can't. If we're not going to jump on right at, at 9:30, I got a text from Ed. Hey, running two minutes behind. There's a huge difference between getting a text From Ed at 9:28 saying, I'm running a couple minutes behind, or Ed showing up at 9:33 saying, I'm sorry, I apologize, I got jammed up. Like worlds of difference between those two behaviors, experiences. And one maintains the credibility gap at 0. The other opens it just a bit. And the bigger the commitment, the more important it is that you keep that commitment. The. Because once the credibility gap grows to a certain level, now everything gets questioned, whether it's in the back of their mind or the front of their mind, everything's going to get questions. And God forbid something real shows up in a transaction, something important, difficult, a challenge. And now you have to sit down, you have to explain to someone, okay, listen, this is how things normally happen. This is why this is not happening right now. This is the situation. This is a unique spot.
They're either going to be like, all right, man, I trust you, or you're like, dude, you're full of shit. You were full of shit when you told me you're going to call me at 9:30 and you're full of shit now. And they won't say that to your face. Very few people are kind enough to tell you the truth, unfortunately. Yeah, but they will say it with their future behavior by not referring you. And I find that a lot of people, they, they blow up the credibility gap early, then they work their asses off for the rest of the transaction going above and beyond, because now they're trying to recover from small commitments they, they didn't keep early on in a transaction. And, you know, again, that's a lesson learned. That's a lesson learned. You can't be told that. You can. We're telling you right now, we could tell you whatever we want. But I promise you that once you learn that lesson, like, you know what? Sudden I'll call you at 9:30 means I will call you at 9:30. And if not, better be texting them at 9:28 saying, hey, I'm jammed up. Because that does happen, right? It does happen, but there's two different ways to, to approach it. And one opens the credibility gap, and the other one keeps it closed. And you need it to be tight because this, this real estate world is chaos.
I had a transaction the other day, you know, if I, if I had said this, I must have said this five times in this transaction. And, and the sentence was normally black.
That's odd because normally this is what happens. But this is what happens. Normally you order the wire and the wire goes right through. I don't know why your wire is taking seven hours.
Normally we get the tax certs a few days ahead of time. I don't know why we're getting the tax certs today before closing. Normally my emails go to my borrowers and you see them. I don't know why your email.
You didn't get the closing package. But the good news is we're here and we're going to go through it together. Like, it just seemed like it was one of those situations where what normally happens wasn't happening. But if I didn't have the credibility, if I didn't have the trust of that buyer in that moment, I would have been, I would have sounded like I was bullshitting them the whole time, you know? But that's where I relied heavily on the fact that I built that credibility, built that trust early in a transaction. So when something weird happens, you'd be like, yeah, this isn't how it normally happens, but here we are, here's how we're going to fix it. And, and it was just one of those things, man. It was just like all these little weird things. But if you don't have the credibility gap, then it just looks like you're BS on people.
[00:22:05] Speaker A: Speaking of that, real quick, one of my coaching clients.
I haven't heard about this for four years now, maybe even more. Wire fraud, 35 grand gone.
[00:22:19] Speaker B: I hear about it every day, Ed. Every single day. I hear not in my world, but in, in the finance, in the mortgage world. And that's what we always tell our, our buyers, man. Never ever take wire instructions from anyone but the title company and confirm it with a phone call. Take the wire instructions from the title company, confirm it with a phone call. Because yeah, man, once that money's gone, it's gone.
[00:22:44] Speaker A: As we talk about that. And I want to get into the power. Speaking of building trust. Building trust most of the time is not big things, it's the little things. We're going to talk about the power of language and listening.
Wire fraud that falls 100% on the real estate agent.
100%.
This is why I'm leading the transaction.
You are leading the mortgage side of the transaction.
You are on my team. The way that conversation sounds like with my client is we're going over a lot of things right now, Mr. And Mrs. Client, but I need you to take a deep breath and listen and take notes.
I know you've already spoken with Ken Jordan and he probably already sent you these messages.
But I want you to take a deep breath right now and listen.
When you get an email, call, text from Ken Jordan, Princeton Mortgage.
I want you to, before you respond, before you give any information, I want you to take your little cursor and put it over the email to make sure that's from Ken.
It'll look like it. There'll be the logo, there'll be everything.
But Instead of saying kjordanistanmortgage.com it'll say KJ, the closer advent. Blah, blah, blah, blah. Call me. This is a time where you don't respond. You take the the time to call me.
Call Ken, Double check it with a text.
This is why there's a thing called wire fraud. And although I don't have control of it, Ken doesn't have control of it.
We are responsible for keeping you safe.
What questions do you have specific to wire fraud? Because if that happens, do you think the trust is broken? Do you think it would be easy for me to go, well, that's not my fault, you idiot.
That's Ken, I'm the real estate agent.
And then you could say, easily, well, it's not my fault.
Don't you remember I sent you that email?
Don't you remember I sent you the disclosure? Don't you see the warning at the end of my every one of my emails to you?
[00:25:25] Speaker B: Nobody reads that shit. No, right?
No, you're right, you're right.
[00:25:30] Speaker A: Responsibility.
[00:25:32] Speaker B: In the mortgage world, the note, the borrowing instrument, it's called a joint and several liability, which means that both parties that borrow the money are responsible for 100% of the payment. So it's not like one party can make half a payment and their obligation is met. Both parties on the note are 100% responsible for making that payment. And that's the same in our world. We have joint and several responsibility, which means it's both of our jobs. It's 100% both of our jobs to make sure that the buyer gets taken care of. It can't be. I do my job, and if you do your job, you do your job. If you don't, you don't. I'm going to protect my reputation. Your reputation is shit. And listen, that, that goes for me, too. That's one of the frustrating things about for sale by owners or when I'm working with an agent that I'd never met before. You know, buyer comes and it's like, hey, Ken, I want to use you for My mortgage. Awesome. Here's my agent. Awesome. It's tricky because sometimes the agent they chose maybe doesn't recognize the joint and several responsibility, which, by the way, I'm going to coin that phrase, that's a KJ the Closer original that I just came up with. Joint and several responsibilities. Mark it down that if that's not understood, then now my reputation is at stake, too, because at the end of the day, I don't view it as the real estate agent's fault. I don't view it. I view it as we are both 100% responsible for delivering an unbelievable experience to this client. And if you guys are not on the same page, that's where problems pop up. So I wholeheartedly agree with you.
[00:27:00] Speaker A: Let's talk about speaking of trust, the power of language and listening. This is an art. And this is one of those things that, when done improperly, little cracks in the foundation that lead to. For some reason, I'm not trusting this person. So let's first talk about the power of listening. Number one, get comfortable with silence.
[00:27:33] Speaker B: That's a superpower, man.
Number that is a superpower.
[00:27:37] Speaker A: Number two, if you have to, if you're live or you're on zoom, I'm doing it now. Sit on your hands. It reminded me to listen to the end.
So an exercise that you can have is. Let's just have a really simple role play here.
Sitting at your kitchen table, and you're selling your house. I'm going to do it the wrong way first.
[00:28:07] Speaker B: Okay.
[00:28:08] Speaker A: And I'm going to ask you some questions. So, Ken, tell me what's most important to you and your experience of listing and selling your home with me.
[00:28:16] Speaker B: Well, I mean, obviously, I. Me and my wife, we want to move. We want to get into a different neighborhood, different house. We want to make sure we get the most. The most money for our property.
[00:28:27] Speaker A: Okay.
[00:28:27] Speaker B: That's really. You know, we bought it for 340. We think it's definitely worth 500 plus, don't forget.
[00:28:33] Speaker A: Oh, my God. Hold on. You bought it for 340?
[00:28:36] Speaker B: Yes. And we put that new hamster wheel in last week, so that had to add like $9,000.
[00:28:43] Speaker A: Do you like hamsters?
[00:28:45] Speaker B: Yeah.
[00:28:45] Speaker A: Yeah, I love hamsters.
[00:28:47] Speaker B: Yeah. But so what? I.
Wow.
[00:28:49] Speaker A: Do you know Jerry Penacoli?
[00:28:51] Speaker B: Shut it down.
Shut it down.
[00:28:55] Speaker A: Okay. Now, the. The old school guys taught us.
Taught us to build rapport.
[00:29:04] Speaker B: Yeah.
[00:29:04] Speaker A: Huh? Yeah. I'm like you. Okay. Wow. Really?
[00:29:09] Speaker B: Ah.
[00:29:09] Speaker A: Oh. Are you shaking your head? I'll shake my head. I'll sit like you. Oh. Oh, Jesus. God, that worked in 1985, man.
[00:29:19] Speaker B: Didn't even really work that great then. You just didn't know any better without
[00:29:22] Speaker A: boring the audience here.
[00:29:25] Speaker B: Dude, you just made a Jerry Penacoli reference. I can't imagine this audience is bored right now. And I think it was a gerbil. Zig ahead.
[00:29:33] Speaker A: Should we just skip to the next episode?
[00:29:37] Speaker B: No, no, you're on a roll.
[00:29:38] Speaker A: All right.
Effective listening.
Listen, you and I are high. D's, High I's.
You and I can go back and forth, and it doesn't insult either one of us as we're having this conversation back and forth.
Only, like 3% of the human population is a high D and a high I. That's a dangerous combination, by the way. Yeah, dangerous.
[00:30:05] Speaker B: You could tell.
[00:30:07] Speaker A: But here it breaks trust when we ask a question and we don't allow the other person to finish answering it.
And this is really, really important.
Mike Cianci and I, back in the day, I would go to his house and do. I'd have him do his listing presentation over and over.
And I. This is how. The reason why everybody asks, like, how does Mike do it?
[00:30:38] Speaker B: He is.
[00:30:39] Speaker A: He's like the Tom Brady of real estate.
He doesn't do it until he gets it right. He does it until he can't get it wrong. But one of the things was listening. So it has to become a habit where.
And I will do it out loud.
So, Ken, what's most important to you in your experience of listing and selling your home with me?
[00:31:04] Speaker B: Well, obviously, we have a house. We have a house we want to buy. And it's important that we get as much out of this house as possible because we're going to need that money to purchase the next house. So we've been here for a long time. We've done a lot of work to it.
I already mentioned the hamster wheel, but we also, you know, put on a roof. And I think that, you know, my goal is to try and get as much money out of this as possible.
[00:31:26] Speaker A: Anything else?
[00:31:28] Speaker B: I don't want to have to do too much to the house because we're busy. Um, and. And I really, honestly, I want to try and get this done by May 3rd. Got it.
[00:31:36] Speaker A: I wrote all of that down.
Anything else?
[00:31:41] Speaker B: No, I think that's it.
[00:31:42] Speaker A: Okay.
That three second pause. The reason why that's important is if I'm answering that question so that it sinks in with the audience.
If you ask me that question, what's most important to me? Listing and selling My home with you, Ken Jordan, the real estate agent. I want you to not hesitate when I finish the answer.
And I want you to go, go something like.
Got it. Let me go over my marketing material. Okay, so what's most important to me, Ken? Well, I would like to sell it quickly and of course, I'd like to get as much money.
[00:32:28] Speaker B: And so let me, let me show you my listing presentation. Let me, let me show you how we're going to get you the most money.
[00:32:35] Speaker A: But, Ken, the real reason is. This is a true story. By the way, this is from a listening presentation I was on. And I think I shared this before.
My wife only has four months to live and I want to get to California. Take her to California, where she dreamed of living her whole life.
Now, because you do you feel the chills, right?
Like, dude, that, that just hit me.
If we interrupt people, that's the detrimental impact. Now, the not so serious and intense stuff is the power of language, which is filled with ums. Ahs, you knows, literally, to be honest, for real.
Right, Right. I heard a speaker the other day.
So when we list your house. Right.
And then we go to settlement. Right.
I don't know who made up that word. Right. But everyone.
[00:33:35] Speaker B: That is a thing right now.
[00:33:37] Speaker A: Excuse me?
[00:33:38] Speaker B: That's a thing right now.
It's common. Yeah, I hear you. Right? It's.
[00:33:43] Speaker A: It. I almost just said literally. It's like taking an old record and scratching it. Like, why are you saying right after every sentence?
It's what's called a filler word.
Just like ums and ahs.
When you listen to effective communicators and effective speakers, they will not say ums.
They have trained their brain to be okay with 1, 2, or 3 seconds. Right now your brain's going, what's he going to say next?
I'm not saying. And ahs.
Your brain is going to get comfortable pausing.
[00:34:31] Speaker B: So not just comfortable pausing between thoughts, but comfortable in the pause so that the people stay with you too.
Right?
That was a question, that wasn't a statement.
[00:34:46] Speaker A: Yes.
And knowing that what your subconscious mind is telling you every time the sound, you know, to be honest, literally comes out of my mouth, into your ears, into your brain, into your subconscious mind is, I don't trust this guy. He's not a clear communicator. I don't understand that word. That's not communication. He's not a professional.
He speaks like the soft pressed soft pretzel vendor on Passion Avenue. Not that there's anything wrong with that.
Communication is so important. Listening is so important. Important.
[00:35:30] Speaker B: One of the. I don't know if you know Joe Stumpf. He. By referral only. Big coaching platform over the years. One of his techniques is to press your tongue against the roof of your mouth when someone else is talking.
It's a cont. And then. Then it makes the. It makes the listening an action.
And you are forced to not say anything because you can't talk. And your roof is when your tongue is pressed against the roof of your mouth. And I. I've forgotten that. And that's what I love about these conversations. That to be honest. Like if we're at 41 minutes and 20 seconds, if. If people are still listening, as I always say, God bless you.
But these are the moments where I'm like, man, I'm glad we did this today because this was a great reminder for me to push my tongue against the roof of my mouth when people are talking. Especially because. And you brought it up. People don't come out of the gate with the most important thing they're about to say.
Wades into their important conversations.
You know what I mean? No one, just you. What's important to you about your experience? When my wife's died. No, that's not what people do.
They wade into that conversation. You got to give them time to wade in because you haven't even heard the real answer yet.
That for me, is a huge takeaway for today. Humongous takeaway for me today. Thank you.
[00:36:45] Speaker A: You're welcome. And again, it is all about good gets you fired. Today we have to be extraordinary.
And a big part of that is how we communicate with our audience when we're listening to clients. Because the.
And this all leads to ridiculous referrals.
Ridiculous referrals.
[00:37:13] Speaker B: Let me ask you a question. And this is putting you on the spot, so if you don't have an answer, it's okay. But what are some pra. What are some things, some exercises people can do to practice their. Like eliminating their filler words. Like I just did. I said, like, what are some things people can do to practice eliminating filler words?
[00:37:33] Speaker A: Number one, record yourself.
Number two, in your heart, in your gut, when you are in front of someone.
I learned this from Kit Anstey, which, by the way, we are name dropping today, baby.
What's that?
[00:37:50] Speaker B: I said we are name dropping today. I love it.
[00:37:52] Speaker A: Yes, Kit. And I tell him this anytime I see him. I owe him everything in my real estate career.
He called it love eyes.
Or no, I'm sorry. He said, be a love cat. There's a song about the Duprees called love eyes.
What love cat. And what love love eyes are is when you are truly engaged.
Not in a creepy way, but with a pleased look. Listening.
Like you love the person. Repetition.
Listening. So what? That sounds like you. And I could do it now. I could call you later.
And every time you say like, right, I go like this on my phone.
[00:38:39] Speaker B: So get a partner. You say, get a partner.
[00:38:42] Speaker A: It's like a taser. And we don't think it's important.
It is everything.
Everything.
We sound like idiots when we use those phrases. Filler words.
[00:38:56] Speaker B: Agreed.
[00:38:57] Speaker A: Record yourself.
Practice. Repetition is the mother of skill.
Repetition. When you are speaking with your family at dinner. This goes across every relationship, not just business, but with Megan's like, you are an incredible communicator.
You're like, no other man. And I'm like, they didn't have the training I did. I got the edge, man. I got you.
[00:39:25] Speaker B: I got you more ways than one.
[00:39:28] Speaker A: If it's 1029, I have a coaching appointment in a minute.
Honestly.
That's a filler word. Honestly, men, just listen. Don't respond.
Just listen to your wife.
That's all she wants you to do.
[00:39:50] Speaker B: That's a hard one.
[00:39:51] Speaker A: Don't talk. Don't try to fix anything.
I will say, if you want to get lucky tonight, don't say a word. Just listen.
And the next thing you know, they're like, thank you for listening. You are the best.
And you'll be like, text me. Like, dude, you were right, man.
[00:40:13] Speaker B: You're still listening in 46 minutes, and you just got gold. And thank you. Go do your thing. We'll catch up again. This was awesome. Talk to you soon.
[00:40:22] Speaker A: Yeah, brother.
