How to Be #1 in Customer Service

March 10, 2021
5:19 pm
Our Guest: Thomas Hubbard

Find out how Thomas Hubbard, Agent Services Manager, and his staff have turned your feedback into real change and results.

Wednesday, March 17 @ 1:30 Central Time.

Show Transcript:

0:00:29.0 Geoff Stertz: Hello, and thanks again for joining us for another Fathom Live, a live stream show dedicated to giving you tips and insights from experts in and around the real estate industry. I’m your host, Geoff Stertz, so glad to be with you here today. We’ve said on the show in the past that real estate is really a customer service kind of product. Of course, you’ve got your contract. If you talk to a title person, they’ll say that your title and your contract is your product, and that’s true to some degree, but on the whole, what you’re doing most of the time with your clients is customer service. And so we thought, “Hey, why don’t we talk to somebody who knows a thing or two about customer service?” And so today, with us on the show, we have our very own customer service expert, Thomas Hubbard. So I’m gonna let Thomas say hi, will say a couple other things, and then we’ll get into the episode. But, Thomas, so glad to have you.

0:01:20.9 Thomas Hubbard: It’s so good to be here, thank you so much, it’s a pleasure. And I’m really excited about the conversations that we’ll have today. And so yeah, thanks.

0:01:29.7 GS: Same here, same here, looking forward to it, so yeah. If you haven’t already, start commenting on today’s show. That automatically enters you into a drawing. If you ask a question during the show for me or for Thomas, ask it to Thomas. Thomas knows what he’s doing. I don’t know what I’m doing. So ask it to Thomas. And if we use that comment on the show, you are more likely to be entered into that drawing. So get to commenting just so you can just give us a shout out and say, “Hey, this is me from Whateversville, North Carolina,” or Washington State, or the many states that we are in. Also, if you haven’t checked them out, check out GoSocial Agent. They will help you with your social media accounts, getting things set up, and they’ll do automated postings, agent-branded articles, buyer and seller handbooks, Facebook ad campaigns. It’s all to help you grow your online community, generate leads. And it’s good customer service ’cause you’re providing valuable content to your sphere. If you haven’t hit the notification bell yet on YouTube, do so. That way, you’ll know we’re going live, you can participate live. Same thing on Facebook. Follow us on Facebook and you’ll see… Or like us on Facebook, follow us, whatever, you’ll see our stuff on there. We’re talking about customer service today. So Thomas, you’re hailing from the home office, the center of the Fathom universe out there in our brand spanking new home office, which is exciting.

0:02:58.1 TH: I was just about to say. And the brand spanking, it still has the new, the fresh car smell in it. It is absolutely gorgeous in this new office. And I’m so excited that I was able to be a part of the journey from the old home office and carry to the new one, and to be able to help facilitate that. It’s already been such a fantastic journey, so yeah, it’s pretty cool.

0:03:23.5 GS: Oh, yeah, we got a quick FaceTime tour of it, and I’m jealous because I’m in my home office, which is my home. And that looks pretty cool, it’s pretty cool to be in, so awesome stuff. So as far as your being an expert in customer service, tell us a little bit about your background. What’s your experience in the customer service world?

0:03:47.3 TH: Sure. So I actually started my professional career in education. So I taught in the school system, building curricula, and developing the overall fine arts department. Then I found my way working in theater and became a business partner for a nonprofit theater company in Yadkinville, North Carolina. And then found my way into working for American Airlines, some of you might have heard of it. So worked in their headquarters in Dallas, Texas, as a manager in their call center over the Executive Platinum and Concierge Key departments, and I had a team of about 50 direct reports. I found my way leaving there and joining the Professional and Leadership Development department within American Airlines where I got a lot of experience within coaching and doing seminars and focus group sessions and classes on how to better serve your teams, how to better serve our agents, where I traveled the world. And it was a really great experience, and all of that led me here to Fathom to be able to manage our agent services department where I’ve been able to utilize and capitalize on all of the skills that I’ve had thus far.

0:05:01.9 GS: So basically, you’re saying you don’t know anything about customer service. No, I’m just kidding. No, yeah. Yeah, no, what a great pedigree there of things that you’ve been able to do. Also, you got a shoutout already from Lisa Teeters. “Thomas and his team are amazing,” she says. So maybe with that, as you’ve been able to come in and just fair warning, we’re gonna say one more thing about Fathom, and then we’re gonna talk about customer service as an agent the rest of the time here. So if you’re watching, not a big Fathom promo, but if you wanna get the inside scoop, what’s been going on with what you’ve been able to do with agent customer services? Agent services, excuse me.

0:05:42.9 TH: Yeah, so, Agent services. [chuckle] Agent services is the customer service for Fathom Realty, so it’s all fine. But we have been able to make some tremendous changes and improvements within the agent services department, some of which are our first reply time, how fast we respond to agents’ requests. And at this moment, we’re responding in less than 10 minutes, so whether that’s a call, an email, a chat, we’re right on it, answering those questions. We’re solving all of those questions in less than five minutes. Our voice messages have significantly dropped, so our agents are on the phone. I’m super proud of my team also, big shoutout to them, Brianna, Kiana, Nikki and Kelly. Thank you all for all the hard work that you do. It definitely, it makes a difference.

0:06:35.0 GS: Very good. Well, thank you for that. So let’s just jump into it. So where, maybe starting with this, where are often the fail points in customer service? And maybe starting with that, that’ll allow us to springboard into how to best serve your clients whatever industry you’re in, but obviously, the real estate industry, being a very customer-centric industry.

0:07:01.0 TH: Right, yeah. And also, if you think about it, customer service is, it is the same, regardless of the industry. It’s all about serving with care. And so you’re right, I guess it does fail in some places. If I were to say where it failed, it would be within a few areas. One, people can get too focused on all of the can’ts, and instead of the cans. And so I tell my team, and I think I’m sure all of you would know this yourselves, “Don’t focus on the things that you cannot do or the things that you cannot provide. Instead, focus on all of the things that you can, and then provide options for what you can do.” I used to play a game. [chuckle] I created a game that I used to play with teams that I managed, and it was called, The Cans and Can’ts. And I had a group of index cards, and on each one of them, it was a saying that said, “We can’t go out to eat,” or, “I can’t refund your request,” or, “I can’t do this and I can’t do that.” And we would… I hand those out and they had less than five seconds to respond to that can’t with what they can do, and then provide options. So, “Can’t go out to eat,” but what we can do is cook and then, “We can cook this, this, that, or that. What would you like to do?” So being able to navigate that is a failing point if you can’t do.

0:08:28.0 TH: Also, not taking it personal. I think that’s a big one. A lot of times… We are all human. And so there are times where the human side of us comes out and we’re frustrated with whatever it is, technology, or the world today, COVID, not being able to… Just things happen and we allow them to display different ways within us. And so we have to allow ourselves, as customer service people, to not take it personal when our clients are exemplifying that human side of them. And then last but not the least, I would say, definitely, the failure to make a connection. That is, of all of it, is probably the biggest piece that assist in the failure of great customer service, is the inability to make a connection with who it is that you’re servicing. So that’s what I would say.

0:09:28.0 GS: Awesome! Oh, man! Those are four really great things. And I was thinking about the frustration part. When you get that phone call… And I work with agents every single day. Sometimes, that you don’t realize, that person’s been working for two to three hours on solving this problem. By the time they pick up the phone and call you, they’re frustrated, they’re really angry or it’s just a maddening thing, whatever that they’re dealing with. And so yeah, not taking it personally, huge, huge thing there. ‘Cause quite often, if you can get over that, then you can calm the situation down and be right there with the cans. “Man! Here’s something we can do for you.” So when you’re talking about not making a connection being a fail point, let’s say I have a list of people that I’m trying to call, or somebody calls me, they’re interested in listing their home or buying a home. How do I establish that connection and establish good customer service on the very first point of contact?

0:10:37.5 TH: That’s a very good question. So a few things come to mind. First…

0:10:40.6 GS: And by the way, by the way, Thomas. I don’t know how anybody can be frustrated listening to the sultry sound of your voice. You have such a nice voice to listen to. It’s just so calming. I’m calm right now, having this interview with you. That’s probably why you’re still getting a bunch of love here from people, so there you go. So God’s blessed you with a good customer service voice. [chuckle]

0:11:08.1 TH: Thank you. Listen, it has gotten me out of many escalated calls. But here’s the thing, and I’m so happy we’re talking about this because it’s so important to make sure that we are extending grace, because we, ourselves, can get upset. We, ourselves, can be or can feel what the customer is feeling. And so when they’re that way, we just gotta show them a little bit of love. So thank you for the compliment, I appreciate it. [chuckle]

0:11:33.4 GS: There you go. Alright, I derailed this. So making that connection on the first call or the first point of contact.

0:11:40.6 TH: Yes, right. So one of the first things that are really important to do is to make sure that you are talking to who your client or your customer, and you’re addressing them by their name. That is so important because that shows them that you don’t look at them as just another call, as just another person, as just another transaction, but you look at them as an individual. You see them for who they are. And I think that that’s so important. [chuckle] I’m reminded of a time where I… There was this smoothie shop that I used to go to all the time, every day to work. And sometimes, it was hit or miss when I would go, but I really started going almost every day when I had this experience. I went in and paid for my smoothie, and the girl took my card. I don’t remember seeing her ever before and the other times I went. She took my card and she swiped it, and she gave it back and she said, “You know, here you go, Thomas, you’ll be ready in a second. It’s always a pleasure to see you.” And her calling me by my name made me feel like, “Oh, I’m special. She knows who I am. She recognized me.” Now, she could have read it on the card.

0:12:49.3 GS: Right on the card.

0:12:50.7 TH: But hearing my name coming from her, it did something to me that helped create loyalty. And I think that’s important, regardless of whatever field it is. So talk to them, address them by their name. And then learn something about them, and then use what it is that you learned throughout all of your following, through conversations that you have with them. So learn about them, and then reference what you’ve learned, because oftentimes they’ll forget that they told you that. Then you’ll call them back next week and say, “So how’s Sally, your wife?” And they’re like, “Oh, how you know Sally?” “Well, we talked about it. You introduced me to your family.” And he’s like, “Wow! Okay,” they listen. Okay, now, you’re starting to establish trust and build a relationship, so those. And then the last thing, I would say, is make sure that you follow up. Just like I was saying though, when you call them back, or when you call them back during your initial conversation, there was something that you did not have the answer to and you said, “You know what? I’ll check on that and I’ll get back with you.” If you say that, make sure that you do it ’cause if you don’t, you’ll lose all credibility.

0:13:58.1 TH: And then now, you’re fighting against the trust that you spent so much time trying to build. And so those would be the parts: Personalize, use what it is that you’ve learned about them in all of your conversations, and then if you follow up, make sure that you’re following up and upholding your end of the bargain or whatever it is that you said you’ll do.

0:14:22.0 GS: Very good, awesome! Ray Hustek said, “What common complaints do you hear from agents that might lead you to suggest ways they can be better servants?” And if that’s too tough a question, Ray’s right around the corner from you so you can just be like, “Why’d you do that to me?”

0:14:38.8 TH: He doesn’t know. Throw something at him?

0:14:40.8 GS: Yeah.

0:14:41.0 TH: Right. [chuckle] No, can you repeat the question one more time ’cause it’s really good, and I can answer it.

0:14:44.3 GS: Yeah. What common complaints do you hear from agents that might lead you to suggest ways they can be better servants?

0:14:50.5 TH: Good. Complaints such as… And I, this is, it’s hard because every experience is valid, and so a complaint is nothing but a vocalized and a verbal expression of your experience. And so it’s important to view it in that lens. And so it’s hard to critic it because it’s their experience. However, I will say you can, for them, they can change their perspective such as, “I don’t have time to,” or, “Why can’t you just,” or, “I don’t want to.” [chuckle] All of those, and you can fill in the blank. But starting sentences off that way is a focus more on other, and less of a focus on self. So, “I don’t have time to, why don’t you?” or focus more on, “Okay, well, how can I?” And that, I think, is a really big part. And this is interesting because we’re talking about customer service, but this question really speaks about how you service yourself. Are you escalating yourself? Are you making yourself more upset? Or are you giving yourself options? Are you telling yourself, “Okay, I can’t do this, then I can do this.” And so I hope that answers your question or somewhere around there.

0:16:14.4 GS: Well, go ask Ray after the show, what he’s talking about there, no. One of the things, too, as you’re talking, that I’ve come to realize, too, is that sometimes, let’s say you orchestrate some sort of system, like we have different technologies or we have different instructions, and we’re constantly producing this kind of stuff. You might produce a flyer that says, “Go here.” And we’ve produced emails that say, “Click on this.” And there are some degrees to where you say, “Just read the email,” or, “Just read what I sent you,” and I’m sure agents feel the same way. It’s like, “I texted you,” or, “I emailed you all this information,” or, “It was on the sign,” or whatever the case may be. But I’ve come to realize that if somebody is vocalizing, like you’re saying, if they’re vocalizing, “I had a hard time finding this information,” well, we could sit back and say, “It’s not my problem. It was there on the form, the flyer, the whatever I sent you. It was there on the document.” But really, to me, it’s incumbent on us to say, “Okay, even though it was there, maybe there’s a way that we can make it better. Maybe there’s a way we can make it more accessible.” And taking ownership of it and not always putting the ownership, the monkey back on their back and making it feel like, “Well, it’s your fault.

0:17:27.3 GS: If you just read, the information’s there.” And I think what you’re talking about is hearing the complaint, going, “Okay, there’s something there.” And one of the things that you talked about when we were… And I was trying to see if we were gonna get to it here, but you talked about sometimes, what they’re calling for is not actually what they’re calling for. Or the solution they’re looking for is not actually the solution that they need. Could you elaborate a little bit on that?

0:18:00.9 TH: Yeah, for sure. It’s important to know that we are the subject matter experts. And so they can, they, as in whoever it is that you’re serving, the customer, the client, whoever it is; they can come to you with a request, and if you listen hard enough and intently enough to their request with what you know, being the subject matter expert, it can make sense that what they’re asking for isn’t really what they need. And I gave an example of a coaching session that I did with a group within American Airlines, and it was a focus group to try to figure out how they can overcome this hurdle. And so I go there and they’re all talking and they’re saying, “We need an assistant. We need… ” And that was the answer for them, “We need an assistant because we need to have this done. We need to have this done. We need to be able to give this, and we need to… ” And so they had this whole laundry list of things that needed to get done, and the answer was an assistant. But their request was denied to get the assistant. And I said, “Okay, well, I hear that. It’s possible for you to get all that you need without an assistant.” That’s an example of that.

0:19:13.9 GS: Right, because they’re trying to get rid of the pain point, the assistant’s just the thing that they think is gonna get rid of the pain point.

0:19:19.8 TH: Right. “Let’s create a system, let’s create a process, let’s create a policy that allows for you to only have to do one thing and it rolls over into the next and now, it’s not this big, old mountain; it’s just a molehill,” you know?

0:19:34.0 GS: Yeah, yeah. One of the things that… Well, actually, I want to ask you this: If you were to develop a communication strategy for a real estate agent, if they came to you and said, “Thomas, I want you to coach me on creating a better communication with my clients, with my sphere,” what would you put together for them?

0:19:56.0 TH: It’s hard. That’s a good question. [chuckle] So first, I would talk to them about your communication style. So, how do you communicate? And whatever it is within that first initial conversation that you have, obviously we’ve discussed, you’ll make that connection, but the way in which you show up during that connection is the foundation of which that transaction or that relationship or that whatever it’s going to be is gonna be built off of. And so knowing how you show up within that. Your body language and your facial expressions and your words, and how you sound when you speak, being cognizant of that. So, we’ll talk about that first, and then I’ll talk to them about knowing how to leverage the information that they’ve gained and utilizing that all throughout that customer’s experience. For example, you’re talking to somebody and they’re a coffee fanatic. They absolutely love Starbucks and they love coffee, and you know that you’re gonna meet with them next Saturday to go look at some houses or whatever it is, or to try to sell them on something. You can bring them what they love, you can bring them that cup of coffee.

0:21:11.4 TH: They get their house, wonderful, housewarming gift. You get them [0:21:15.0] ____ with the Starbucks coffee things that they can put in there. All the while, you are servicing them in a customized way that fits them that you’ve learned through you connection with them. And then, I would say, tie your experience in within that. ‘Cause you’re the subject matter expert. So, making sure that you say, “I know exactly what it is that you want. I’ve had experience with that before. Let me share with you my experience, and then let me share with you how that can help you get what it is that you want.” All of that together.

0:21:47.2 GS: So, that’s gonna be really important there, when we’re talking about the other side of your product. If your product is customer service, the other side of your product is knowing the things that you need to know to provide that customer service. It’s being an expert in the contract, it’s being an expert in your community, your neighborhood, what’s going on in the market, so you can be… In fact, we’ve had fantastic realtors help us in the past get a house, Fathom agents, but their attitude was like, “I’m not gonna tell you what to do, but I’m gonna tell you I would not buy this home, and here’s why.” And then, they point out things I didn’t even know, but it was this… They knew their stuff, and it gave us such a sense of security that we’re not missing something when we go to find a house that we really do wanna pull the trigger on. So yeah, you gotta back it up with knowledge. Go back and watch other episodes about training and continuing education, that kind of stuff. So, awesome.

0:22:50.1 TH: And I wanna say, real quick…

0:22:51.5 GS: Yeah, go ahead.

0:22:51.6 TH: Before we move on. I just wanna say that that’s so important, because we’re putting the two together. We’re putting our connection with them to be able to say, “I have a connection with you and I know what it is that you said that you desire, and I know it’s important for you. Now, let me use my experience to show you how I can get that.” And doing those two together builds trust, it builds loyalty with your client, whoever that might be. So yeah, for sure, important.

0:23:18.1 GS: What’s the difference between proactive and reactive customer service and why is the difference very important?

0:23:26.6 TH: I love this question. I teach, or I try to coach my team heavily on proactive communication. Proactive communication means that if you ask me a question, I’m not just going to give you the answer, I’m gonna give you the answer and any of the follow-up questions that you might have from that. Proactive communication means that you’re thinking of objections, you’re thinking of other concerns, you’re thinking of other questions, you’re thinking of whatever else might arise before you answer. And within your answer, or within your communication, you’re giving all of that at once. And I think that proactive communication… We have one of the KPIs that I use, key performance indicators, that I use for my team is a one-touch performance, one-touch performance, yeah. And that’s how many tickets, how many emails, how many touch points we resolve within one touch. And the only way for us to be able to do that is if we’re proactive with our communication. If someone asked you a question and said, “Hey, how do I get to McDonalds?” You don’t just say, “Oh, just go down a street and then it’ll be over on your right.” They can get lost. [chuckle] You wanna be proactive. “Go down the street, it’s gonna be three lights down.

0:24:46.0 TH: And you might get a little confused because the street curves a little to the right, but if you do that, you’ll notice this and then you’ll get there and it’ll be there.” Giving them all of that up front will eliminate any communication. If you are reactive with your communication, that means you have no control. It means that you are in a constant state of disarray. But if you have proactive communication, it shows your customer, A, you know what you’re talking about; and B, you have enough control to get ahead, to ahead. And that is something that everybody appreciates, being able to say, “I didn’t think about that, but I will need to know that is good to know.”

0:25:31.9 GS: That’s fabulous. And it saves you time as the customer service agent or as the real estate agent, but it also saves the, like, “Hello? Are you there?” From the customer standpoint of… I see this a lot, when it’s like, “Hey, we should meet sometime.” “That sounds great. I’ll ping you.” And it’s like, “Let’s just knock this out right now.” Right?

0:25:57.0 TH: Correct.

0:25:58.0 GS: “Let’s make some time. What does Friday look like for you? 9:00 AM? Do you wanna try the cafe, whatever?” Now, we’ve eliminated four or five back and forth text messages or emails that often happen, and it keeps everything clean. So yeah, fabulous. Sometimes I get on the phone and I deal with a lot of vendors and different companies as I’m on the phone, and I get on the phone with somebody that sounds robotic, and they may be even practicing a lot of the techniques that you’re talking about, where it’s like, “Hello, Mr. Stertz. Yes, Mr. Stertz. Very nice to talk to you, Mr. Stertz.” And they’re doing the things, but it’s just kinda, like, “I’m just on a list, aren’t I?” How do you not sound robotic? And yet, is it okay to be yourself when you’re doing customer service?

0:26:57.8 TH: I love this question. So yes, it is so okay to be yourself, that is…

0:27:02.2 GS: I love that you love this question.

0:27:04.8 TH: It’s so important because a lot of people think in order to give good customer service you have to be fake, you have to be super energetic and high energy and chipper and this and that and that’s just not who some people are and that’s okay, you don’t have to change who you are to give great customer service. I’ll give you an example, I had a guy, his name was Greg that I managed before and he had been with the company for longer than I had been alive, and he did not get the best results with talking to people, just very monotone and dry and matter-of-factly; and the customers didn’t appreciate that. So we’ve been talking to him, he said that exact same thing to me, he said, I can not be who I am, this is who I am, I’m not gonna change and try to change my voice to try to sound different, and I said you don’t have to do that, I said you should know who you are and then use that, and I told him, I said, you have a great sense of humor, you have this dry will, you have a lot of good dad jokes that some people will say slide those in there and it’s okay to use who you are, your humor, your personality within your communications with your customers, so yes it’s okay to be yourself.

0:28:18.3 TH: And then the first part of your question, how to not sound robotic with communicating with them. I taught a class on emotional intelligence, it’s called EQ and one of the quadrants of it is self-awareness and all of us have to be self-aware enough to know how we’re showing love, how are we presenting ourselves. So if you’re self-aware enough to know, I am bored, I feel like this is the 500th call and I’m over it, if you can recognize that, you’re on a good start, now, here are some things that you can do to combat that. One I would say you really… I taught classes all around the world and we would travel and do seminars and they would be the same seminars, same script, same PowerPoint, same questions, same conversations every day for months on end and it burnt out my team and I had to help show my team that though we’re doing the same session every day, months on end there is one factor that is extremely different each time and that one factor are the people, every session has new people with different stories, with different experiences, with different backgrounds and if you focus more on the people and not the thing that you’re doing, that is where great excellent customer service slips in that, focusing on the people.

0:29:55.4 GS: Well, it’s kind of interesting that in the term Customer Service you’re dealing with customer and service, and sometimes we think I’m actually serving myself, I’m trying to get this thing checked off, I’m trying to get this problem to go away, this bell to stop ringing over here. Well, that leads me to my last question. Our first guiding principle at Fathom Loyalty is love and not always easy to practice, but do you think a person can provide quality customer service without genuine love?

0:30:34.9 TH: That’s a good one. I think it’s possible, here’s the thing, here’s what’s so powerful about love is that it’s felt, you can’t even really describe love in words, words can articulate the feeling that love has, and so without that and what it is that you do and who it is that you do it for and the company in which you are representing, if you don’t have that feeling it shows and love, love, is infectious, it yields abundance, it yields prosperity in whatever form or fashion of what you use it even within real estate, if you practice real estate with a heart of love then you will get abundance in the form of referrals, you’ll get abundance in the form of deals, of happy customers, of great reviews that lead to more transactions and more people but you’re doing it with the heart of love and if you don’t then there’s a huge disconnect and you wanna make sure that your actions are exemplifying or are displaying your inside and you treat people the way that you treat people because of who you are in here. And so it’s really important to know if I’m treating you with love it’s because I have love in here and if I ever find myself in whatever form or fashion, if I ever find myself not treating somebody with the heart of love then I need to check myself to see where did that love go, ’cause it’s coming from in here, and so to answer your question, it might be possible but it will definitely be felt if it’s lacking.

0:32:36.9 GS: Yeah, well, it’s interesting, when you talk about like somebody getting on the phone, not taking it personally, they’re all upset, kit up, I think people are used to when they deal with a stranger in the realm especially of business, they expect people not to care about them because you can tell when they get on the phone, they’re kind of like hey, I thought I was supposed to get this kit for free and they’re mad and you go, oh yeah, you are, we’ll get it to you for free for sure. But it’s kind of like they come with their arsenal of like, I’m ready to do battle royal with you over getting my thing that I was promised because they assume that the corporation, the company, the real estate agent, whatever it is, is just this sort of figure over here that I’m doing this transaction, this very calculated transaction with and if I can negotiate my way into a better position that’s all like taking, taking, taking. But I was just thinking about, if it’s expected that people don’t care about you when you call them, What incredible difference you will shine out being, when you actually have love for them, you care about those people, ’cause it’s like, “What is so different?” We’ve had people, I know you’ve had the same thing where people are like, “This is so different than my last company, this is so different than other people I deal with.

0:34:11.2 GS: I appreciate you so much.” And you’re like, “I didn’t do anything. I just treated you like my sister, I treated you like another human being.” So I really appreciate your spirit on that, and I think if just hearing that, what you’re talking about, if agents can take that and really do that look in the mirror and pump that into their clients and just watch what happens. I really think you’re gonna have such a different…

0:34:42.4 TH: Abundance, you’ll have abundance.

0:34:43.8 GS: Yeah, yeah, you really are.

0:34:44.6 TH: You have abundance when you live a life from love. Love will never leave you lacklustre. It will yield more positive, it will yield better, it will yield abundance. And you’ll look around and say, “Well, look at that, I love what I do, I’m taken care of.” And that is a bit infectious and it spreads and that’s what we wanna do, and that’s who Fathom is. Which is one of the reasons why I was like, “Yeah, that’s where I need to be.” When I made this transition. Love all of those guiding principles, yes, correct.

0:35:23.3 GS: Well, I think that’s a good note to end on. I really appreciate you, and appreciate you all online who are jumping in. We appreciate our viewing audience and you guys help have this sort of two-way conversation. We’ll be letting you go, Thomas, but if you need something, on my screen, there’s the guy right there. Okay? He’s the customer service magician. So thank you for sharing your wealth of expertise about customer service. Also, heads up for the rest of the… If you’re still watching, we’re doing a part-two coming up later in April with Jenn Herman. She was on a couple of episodes ago, talking about how to really use Instagram to create business, she’s gonna get a little bit more technical, but very helpful on setting up your account and your profile in such a way that when people are looking to do things in real estate, you come up on searches and that kind of thing. So tune in for that and then our next episode in April here. And by the way, happy St. Patrick’s Day, in case you didn’t…

0:36:36.0 Speaker 3: A green.


0:36:41.5 GS: I’ve heard that’s also regional, too. People celebrate it more so, like in upper Midwest, Chicago, I think they’ve done parades. Anyways, our next episode, We’re having David Knox, and he’s been on before, he’s gonna be giving us a whole another wealth of information. If you ever listen to him, it’s like drinking from a fire hose. So David Knox is gonna be coming on. We got more agents after that. Boots On The Ground folks like [0:37:09.5] ____, we had him last week. So a lot of great stuff coming up, we’re so looking forward to that. But yeah, if you wanna see a company that works for you instead of the other way around, visit us on, and we’ll see you next time.

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