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hey good morning everybody and welcome to another mortgage coach training call every Tuesday morning we're here I'm Dave savage CEO of mortgage coach to deliver ideas leadership inspiration I you know every year I think about taking off you know the week of Christmas the week between Christmas and Thanksgiving excuse me between Christmas and New Year's and every week I'm surprised with just how many folks show up you know last week we had over 200 mortgage coaches on this call and this week it looks like we got a good shot of having another 200 so thank you for your attention thank you for all the contributions that you make throughout the year to mortgage coach I'm grateful and everybody on the mortgage coach team is grateful hopefully you get a lot of value out of this I do want to remind everybody on this call these calls are recorded I think just call is going to be one of those where if people really knew how great this conversation between myself and Tami Butler was going to be we'd have thousands of people on this call but just remember it is recorded and if you haven't already subscribed to our YouTube channel it's as simple as going to our YouTube channel Click the SUBSCRIBE button last week's call with coach mike regan was awesome so being able to have a building champions coach come in and he did about 10-15 minutes on life planning and then we spent the majority of the call going through business planning for loan officers so you know he took us through this worksheet around how to figure out your how much you get paid an hour to really understand how your time is valuable as a mortgage professional and then he came up with this you know editable business plan three pages you walk away with what are your big picture goals and breaking those down into the details what are you going to master so if you missed that call and you haven't done your business plan or your life plan listen to that call and also i have put Marcie and I have put the handouts the editable business planning tools in the handout section is good a meeting so feel free to go in there and get this so a couple before we get into the the main content today we are unleashing what we consider to be the 12 best videos / recordings of 2015's calls it's probably no surprise to anyone that the number one call Tuesday call for 2015 with Simon Phoenix interview definitely my personal favorite that's going to interview I've been trying to get for years so I'm really fired up that Simon likes our mission took the time to come in and give value hopefully we'll bring Simon back in 2016 number two was the editor of success magazine Darren Hardy just an unplugged conversation with Darren and he's a personal friend so he comes in every year and I'm sure we'll have them again number three most mute call was Dave Ramsey another fantastic call again the Dave Ramsey mission and the whole concept if you're getting financial advice get that advice from some what the art of a teacher is near and dear to my heart into the whole mortgage coach teams heart number four on the list was the gaylord hansen team just an incredible team in the san diego market that does over 500 loans per year that's helping over 500 families a year refinance and purchase homes and they're just major power users of mortgage coach if there was one mortgage coach video from 2015 that I promise you as a mortgage professional if you listen to it and if you actually implement fifty percent or even twenty percent of what we talked about in this call you will close more loans you will increase your production by 10 20 you can even double your production just based off of this video so well we've got a lot of great calls that we did last year this one would be my number one recommendation deluxe number five and number six were to realtors realtor Glanville out of indiana and then the number one realtor in America ken de Lyon were number five and six I was stoked you know that we had last year we had three women that made the top 12 this year we had four Nikki growth last year was the number one woman this year she was the number one woman if she made the top 12 list so congratulations to Nikki Chris Christine Messerly her whole message around millennial you know how to sell and market to Millennials was number eight and then we had kelly's it low with cherry creek mortgage as number nine focusing on how to leverage video I love Kelly's quote and Tammy I know you will too my mission is to deliver an honest well communicated knowledge based lending experience that's how we kicked off the call you like that one penny oh that's so very important especially with the Millennials coming up they're super into that so right on with Kelly yeah she crushed it and then we had Marty Preston with benchmark just crushed it with how to create clients for life with an in-office experience ninety percent of his clients come into his office and he just nailed it and then number 11 and number 12 we had gin in the Washington DC market on our whole approach to edge you sell and we had Jake Rowell out of the Seattle market with Cornerstone just a top producer interview and he's you know in my opinion one of the greatest leaders in our business you know just a great branch manager a personal producer so um that was a review of that I did post that on my facebook link i did a facebook or not facebook but a linkedin post so check it out and share it with your team so so to kick off this call with Tammy I want to want to just get laser clear I think everybody on this call believes what Tammy and I believe and we believe that the best loan officers of the best teacher I mean if mortgage coach that is why we created the total cost analysis and and and I believe in mortgage co streaming believes that when it comes to quoting rates whether it's a prequel whether it's doing a break-even analysis for a family considering a refinance whether it's the first time homebuyer you know trying to decide is now the time to buy that when you when you get into mortgage debt you want to really have an educational experience you want to get advice that means the loan officer has to ask great questions and then that loan officer has to you know align the family's goals with their mortgage options and that's what we're all about here at mortgage coach so so tani is an executive with optimal blue I'm going to let her tell her story but i got to know Tami better in 2015 and I hope to have her as a regular in 2016 because this woman it when you hear her story you hear what she's accomplished and then you hear what she's currently doing on the optimal blue team I think you'll know why I brought her into this call and I'll think it will be really clear how she's going to help everybody better leverage technology to to sell and teach better so so Tami welcome to a mortgage coach call why don't you tell a little bit about your backstory and what your role is in the industry today all right well thanks Dave I appreciate that and you know I'll tell my backstory it might give away my age but I did everything very quickly for their audience but 30-some years in the industry and really my background is highly diverse I've done everything from tripping into the industry like most of us have in the closing and auditing part of this all the way through becoming a top originator at one time owning the largest training school in the mortgage industry largest mortgage publication ended up in technology and from the technology for a ended up in into optimal blue so really a very diverse background everything that you can imagine from the front to the back I've been involved in and really my heart has always been around what are the complex problems that we see in our industry how can we solve them and what is it going to take to do that and I think that's how I ended up in technology because as it began its infancy in our business we be able to see how important that was going to be as we move forward so in a nutshell I've been there and done it with just about everything underwriting operations compliance origination sales management training it's all there and I think that that I build a background that helps you solve some of the issues that we've had my latest thing that I'm into now is is really understanding the millennial market and how we can position ourselves a little bit better for that and because of that my son has expressed an interest he's a millennial 26 year old and two of his friends they expressed an interest in our industry I did my best to say geez I'm not sure this is kind of you know a rough time to get into it but if you really want to go down this road what I will do is I will spend a year with you and every week we'll get together and I'll train you what we'll call the technical aspects and then finally the sales aspects of trying to get your business started and so with that I learned probably just as much as they did easily amount not only their generation their expectations in their view of our industry well well I just to set the table prev and this call you're speaking to a an amazing woman leader in our industry she's she's worked on the back end of of the the industry she's worked as a loan officer she's managed loan officers as a production later she's trained hundreds thousands of loan officers and now today she's one of the the key executives at optimal blue taking that expertise and and creating systems and tools so that mortgage professionals and mortgage lenders could deliver a more compliant experience so I think the fact you know I think we could do a call all around that you know turning compliance into a competitive advantage from a sales perspective but today you know the really hooked me and why I asked a me to come in is that experience with her with her with her son and their friends I think there's a lot to be gained by that so before we get into telling that story tamil a I've been asking this question I started asking it on saturday so literally I was doing some pre-planning before my family woke up you know I planned on completely disconnecting this last weekend but I was I was kind of just reading some business planning early early in the morning i saw this interview from a top mortgage CEO you know this is a CEO of one of the the 20 largest you know fastest-growing lenders probably even in top ten non-bank lenders and and so i actually sent this email out to about a half a dozen friends ceos leaders in the space people that i thought would give me a valuable and interesting answer by the way i was really surprised that almost everybody responded I thought everybody would not be on email and wouldn't even see this it would be like what is savage doing emailing me you know the day after Christmas you know but I I wanted to get the answer from a lot of folks so let's start the call with you answering this question and then let's get into the blue legal story okay do you think technology will disrupt consumer lending the same way Google uber Netflix Facebook and Apple disrupted the status quo in their areas one hundred percent absolutely yes I'm very familiar with a couple of big technology Silicon Valley companies that are incubating mortgage lenders right now they do see this as a future forward type of platform and as a result they're studying us and trying to figure out how we can do things better so technology is one of those things that as it begins to advance year after year after year we couldn't believe this twenty years ago but now we're starting to see that each year it gets a little bit more savvy and as that gets more savvy we have to get savvy with it and this is what part of what the Millennials can teach us is we kind of get caught in this is the way we've always done it this is the way we should be doing it real estate agents get caught in that as well and until we are disrupted with something painful it's unlikely that we say oh gosh maybe I should change that so that's my interpretation of that question and and I have no doubt assign an opinion I have no doubt that is going to change the way we do things absolutely it's so far everybody I've asked I said absolutely you know some have said that Quicken Loans has already created some disruption with how they're using a combination you know technology and they have an organization and and loan officers and professionals that are delivering a consistent experience so that sets the table I like your great is another example you know they they're they're out there with the digital mortgage and if you're using paper and faxes how old you look that really resonates at the younger people that are buying no no no doubt about it so let's get into the millennial story what you learned you know how you want to deliver this this lesson to the mortgage coach community I've got your first slide up but feel free to have me moved through these and let's break it down so if you could tell us what you've learned and what makes the luteal special you know what do we learn as baby boomer and Gen X mortgage professionals absolutely well the first thing I think it's important to say is they hate to be studied they you know there's 87 million of them and they say listen we're not all the same just like all the baby boomers are the same they are not all the same and so you've got different types of personalities within that just like boomers have different types of personalities so to try to put them in into what will call the proverbial square square peg in the round hole they're not too fond to that so it's important to understand that you're going to have different types of Millennials as you're working with them another thing I think that we fail to address in our industry is how are we going to onboard these newer talents into our industry and if you you can kind of look the way that we on-boarded way back when and we just kind of started and they said go pass out rate sheets and that was really our only training and we had to figure things out a little bit for ourselves but it was easier to get access to people they were actually in offices we didn't have these technology walls up between us where you walk into CD office and no one's there so with that being said one thing that I would strongly encourage you to think about is how are you going to onboard this new force within your company now that what we've seen as far as success in the onboarding is we get the originator that's about my age and they're doing a lot of business and they say you know I kind of like with to develop a team and I'm going to bring in some Millennials and i'm going to teach in the ropes and i will see them the business that i don't really want or business i don't want to do with or high maintenance real estate agents i don't want to deal with but will still be part of the team and while that's a nice methodology i think that what's missing there is that you're not onboarding new Millennials into a new way of doing things because they certainly have a lot to bring to the table there are some companies that have done this quite well and others that have not sixty-eight percent of the first time homebuyers are going to be Millennials so we certainly want to understand them they are super tech savvy and wonder why we're not in other words we ask for some basic information from them and they feel like they have to go through some craziness in order to get it to us or some craziness in order to get information from us they don't have a lot of patience for non techie people why because they grew up around it so any of you that are my age and you have Millennials you probably run to them the first time that you need something and so with that you're going to see that you nut might meet up your game just a bit I certainly have found that I have had to up my game if you're not a constant learner then it's going to be tough to keep up with them they love to communicate online so really where as we would pick up the phone or we would drop by and visit each other they don't necessarily do that they're communicating online quite a bit they want to review you online which has its own ups and downs right so they want to stock you and see what your reviews are all about before they even call you and they're more concerned about this who e lifestyle work balance and if we're honest so were we and so are we I know one of the reasons that i started originating mortgages is even though i knew i might be working more hours in order to maintain my status as a top producer i had what i felt was flexibility in my life and a lifestyle work balance and so they're certainly good at that which means to me that there'd make great originator and of course they're the most educated these are the people that have generally gone to college as a result have an enormous amount of student debt but they don't believe in being hired based on paper in fact if any of you have seen some of the new resumes that they come out with it's more like a digital about me sort of card versus the standard typed 1 2 2-page resume so they're very very interesting crew now the next thing you need to look at which is on next slide dave is a sale cycle for millennials understand that they are great self learners they don't sit around and wonder about things like our generation did so we might be watching a program on TV and wonder about something and continue to wonder about it they don't wander about it they google it why because they have their phone beside them they might have their ipad beside them they're curious they know how to they want to learn how to fix something they go on youtube and look for videos and so again very tech savvy their sales cycle starts with online and not generally a phone call so don't go under the assumption that just because they're working with real estate agent they somehow will trust that real estate agent they do not trust very easily they don't blindly trust anyone and they will do their research on you so if their sales cycle starts with online and not a phone call how are you positioned in that fail cycle how are you utilizing technology to communicate with them a little bit better and they're going to say what you have a phone number on a sign or a card we're not going to call it it's unlikely that we're going to pick up the telephone and have a conversation with you instead they're going to try to look at you online they're going to Google you they're going to look for reviews they might reach out to you via an email or probably and most likely a text from that they decide whether or not they're going to do business with you now another thing I learned is that the mortgage process confuses below nialls I think it it confuses everybody but certainly the Millennials they look at the mortgage process and just kind of shake their head and I know that we do that as well and for many reasons were kind of caught in that cycle meaning oh you know this is the way we've always done it and if we actually look at some of the regulations and guidelines it doesn't mean we have to do it that way in fact others have broken that cycle just like you mentioned daved with quicken and guaranteed rate and few other companies they've broken the way that we used to do business and they're saying we're going to try something new and it seems to be resonating quite well with this group the difference is that with a millennial is if they're confused they're unlikely to ask you as the authority so they're more likely to start stumbling around on the internet and trying to find answers to the questions and then they'll basically take an analysis from the you know the 10 questions that they happen to look at the 10 responses that they got and decide whether or not what you're saying to them is correct or not correct and then make their decisions as to whether or not they want to do business with you based on that so the more skills you are offering information that they want online the easier is going to be to do business with them and that's one of the reasons why i absolutely love mortgage coach and the way that it it pushes information out to a consumer so that they're able to take a look at that and see what is it that's available to me and does this make sense to me those are the sorts of things that they're not really able to get online just randomly searching and so when you as a professional originator send that information out to them and you're communicating through your mobile device or you're communicating you know through your email but hopefully hear your mobile device because that's how they communicate the most they're able to see some of the things in the the difference that you bring to the table another thing that I found profound is is that even when they're using optimal blue you know in my world at optimal blue everybody has everything and they're all using it but the reality is that's not the case because that's generally controlled from their secondary marketing department and when I see things like what do you mean you can't get to the mortgage insurance it's right there when you get an interest rate what do you not there why isn't it there and then you realize it hasn't been activated by the company yet so those are the sorts of things that you may need you to micro look at to make sure that you're not kind of throwing these new people into the field without the proper tools to sound educated before they work with other Millennials and and then down at the bottom there they they just don't trust they don't blindly trust anybody they're going to do the research for themselves and in some ways that's good but as we all know on the internet there's lots of opinion and sometimes it's correct and sometimes it's not correct and as a result of that you want to temper that as much as possible because if we go in with the assumption that you're not going to trust me or blindly trust me then my response should be to make sure that I am providing you with the information that you're going to need in order to make a great decision that hole I think you had called it Dave edge you selling right at which you're where it is yeah so I think again that's a great way to go so ya in the next one I real quick before we go to the next slide I just want to make sure everybody really connects on a few concepts so when you really kind of net out all the differences you know between the millennial and let's just say the x the Boomer it really comes into two categories one you know the Millennials are a digital native so whether it's how they use mobile how they use google how they use video it's more natural it's a habit to them more and you know it is a minute it can become a dysfunctional habit but it can if balanced well be an incredibly productive habit and then you know the other thing I put it into is you know the fact that they're so mission centric but let's face it as human beings we're all attracted to great stories and we're all attracted to a mission that's bigger than just money but the Millennials are really attracted to a great story and so in a mission that goes beyond just making money so you know I want to just connect the dots before we go to this next step that you know it's just I think it's a fact you know when you look at Apple who you know about a decade before they became the largest most valuable highest market cap country or company in the world they started saying we're a mobile company we are a mobile innovator you know that is that it's getting this concept of go where the puck is going that's old news I mean you look at Zillow in the market cap of zila compared to every other real estate company in the world and you go that that is where the puck is so so I guess the point I want to make right now before we go to some of these next slides is that every mortgage professional you know when you're doing your business planning you know my hope for this call when you're sitting down and you're going gosh what are the disciplines that I need to master in 2016 so that I can have a breakthrough year whether you're a branch manager whether you're an individual loan officer that's struggling to close five loans a month or whether you're a superstar loan officer closing 20 loans a month and you want to go to 25 or 30 I'm going to try to make the case today and with Tammy is that becoming a digital native and is important and to me it's not becoming a digital native just so you can you know leverage your technology you can do Google searches because that's the way you're going to be able to adopt the technology that's coming and that's going to be the way that you're going to be able to deliver a awesome consistent experience to a family so one thing that I'm really clear about personally is that yes disruption is happening and the companies that are going to get there first and the companies are going to make the most money in 2016 and it's sometime between now I think it's debatable whether it's five years from now 10 years from now or 20 years from now when the mortgage business is completely unrecognizable you know who knows who's going to be king of the mountain men but I my case for every mortgage coach on this call you can you know just double your business in 2016 regardless of market conditions if you just got better with the tech that you have and you implemented it more effectively so Tammy on your hand it back to you will go through this next slide I just wanted to kind of put things in those categories and start really pushing everybody for what the goal of the call is we're trying to make a case as to you know why Millennials are different why they're special and why we you know Tammy and I believe every mortgage professional needs to adopt some of their best practices back to you Tim yeah great great points David and I think with this next slide you're going to see a lot of what you said and these are actual these are actual this is actual feedback not just from the the three that I trained but since then I've done a lot of speaking on Millennials and I get a lot of emails from them mad this is what I find in this is what I find and you see a common script if you will across their response to our industry and as we get begin to correct that are I guess guide them and they begin to correct it for us we're going to see some of this just train change dramatically so the first thing that we realize is that we really are outdated to them things like emails they're not big on emails how they communicate seems our cake LOL systems her I here what about LOL systems and you know what i think even boomers would agree we're taking technology from 20 years ago and we're trying to make it work in this new age and it just doesn't and so I would expect to see some major disruption disruption in that arena guideline retrieval when I was an originator it was easy you had FHA VA Fannie and Freddie that was it we didn't have 15 investors with 15 different overlays on one particular subject and so for them if you want to think about in your company how do we access guidelines when we need to find out something do we call somebody is there a help desk but more importantly is it organized the right way you know there's there's a big technology out there that everybody seems to use or say that they use but they really don't use when it comes to this and here's the reason we don't have it set up the right way so if you are a new originator just kind of take off your old originator hat I'm a new originator and I need to find programs that will fit somebody with three percent down or five percent down or I need to file find somebody who's a little bit flexible when it comes to perhaps border income or I need to have a talk through about bankruptcies or foreclosures in the past or we have a student loan debt deferred and I'm not quite sure what to do they have no way to figure out its here's what Fannie says and here's what Freddie says and here's what FHA says vs I need a three percent down program for a first-time homebuyer what are my options and I did this old school when I managed two hundred originator zai had a binder and so I on-boarded had a very strict policy we do fifty percent establish people fifty percent brand new people and we're always onboarding because then I didn't have to deal with all the time oh we don't like this so we're going to leave syndrome and that worked out very well in factory 14 120 million to 1.2 billion within two years in a non refinance market and we they had a binder in the binder it had here are the HELOC lenders and and here's how you get their guidelines and here are the ones that that can do some damage credit and it was a full binder so that they looked it up by subject matter versus what is the guideline for fanny and of course our communication to the client if you haven't dealt with this already you're probably dealing with it now the Millennials don't like the emails which is the next line item they they don't understand why we even email anymore some of them will participate in that because it's kind of the old school way of communicating but they're big textures they like to text or they like to message those are the ways of their communicating in our world so how we're communicating with our clients being able to use that mobile device on the fly I just can't stress that enough because that's what they're attached to where they're not attached to their computer they're not even attached to their laptop some of them may be attached to their iPads what they are attached to is that iPhone or whatever device they are using for mobile so even our process which is the next one to get a loan to closing is outdated and I can't agree with him more on this it's interesting when you teach Millennials from scratch these were all football players one plate or to play college level football so they're all about team and they're all about doing things according to a process when you train them through the entire process as you're training them they look at things as why why are you doing that you've got this person to check this person who checks this person who checks this person yep that's how we do it and the consumer gets to pay for all of those that's correct so their perspective on how we process alone I know that many of us are forced to participate in that but I because of our investors I think you're going to start to see quite honestly game I think you're going to see it start to see some disruption in who the investors are because the people with money are smelling some money in our arena now that the catastrophe is is starting to end here and as they start to see money I think you're going to start to see new avenues avenues open up that we didn't see before from those money people you have any thoughts on that yeah I know no doubt you know when I break down you know call it the categories and buckets that need to change in order for you know true kind of an uber disruption to take place or a facebook disruption to take place or a netflix type of disruption there's no doubt that you know investor guidelines and who you know whether it's who the investors are or how you know they need to change their standards and their methods if we're going to have that call it uber ification of our industry you know and that you know I don't know whether that's three years out five years out ten years out you know what I do so more that you know the Millennial the digital native becomes the majority it has to happen and in some ways it's not even a Texas you it's just a you know I would make the case that so many companies could literally make 2016 a disruptive year for the company if they just changed their standards in their mentality but no doubt Industrial appetite yeah and they will and when that happens in the lion's share of the business shifts instantaneously over to other lenders that's going to that's going to cause that hurt that I talked about that forces change right yeah so look at your materials that you're passing out I know that this is something that I just I'm so thankful that I went through this adventure because it was something I didn't think about before and I was about to create some training materials and one of the things that I realized is that it's better to create them on a platform that can create the three types which is mobile tablet and computer at the time versus creating them in like a PowerPoint as an example and expecting those formats are going to be acceptable and no that's a little techie talk there but but look at how these things re communicating actually send yourself a text with some of the stuff that you send two people to see how it's coming out on your end in varying platforms like an iPad because some of the stuff that you send out may end up when they open it looking pretty garbled and pretty messed up and and certainly not like you're you're very tech savvy you got to know how to find out about anyone so understand that they're going to Google you Tammy before you jump off that one I did want to call attention you know the call that I did with realtor Glenn bill part of part of that call of the preparation for that was I had a number of top realtors around the United States forwarding me the emails they were getting from loan officers and my ass to them was I won't share what you say just you know in 30 seconds or less what's what do you think top of mind about that marketing and I had this realtor gloom bill did the same thing and and what they had to say in 30 seconds top of mind it was not good you know I mean and part of it was to your point you know the tech that you know I get this online well I do everything on my mobile device and everything is designed for email so I mean part of it was you know exactly what you're applying but a lot of it was just it's the fact that loan officers automate noise you know they don't send things that are personal relevant and valuable they send things that they want to send you know it makes them feel busy but its its noise so I just want to put an explanation mark around that because I think if you want to have a disruptive 2016 you really need to audit what you're sending the Realtors what the touch points of what you're sending to a family and yes it needs to be digital and it needs to work on all the various floor mats but it also it really needs to be valuable it needs to be not not what you want to send what they want to receive and and Millennials are great because they pay they don't have any tolerance for fluff in BS so anyways I just wanted to throw that in on that bullet point go ahead with the next one yeah yeah very observant you're right they don't and especially when something comes across garbled they're wondering why is it in that format if you're going to send it to me in that format in other words what is it why does it look that way if you know that you're sending it to me via text so yeah they don't have a lot of patience for it when it comes to that for those of you that don't regularly Google yourself you might want to start doing that just to see what the world says about you certainly they're going to do it so if they're going to do it and I always say this in compliance as well is the CFPB is going to do it and if they Millennials are going to do it and you're not doing it how do you know how you're being represented out there so it's an important thing for you to take a look at as a regular part of your business they really aren't as verbal they don't like jumping on to a phone call and having a 30 minute conversation with you unless they have determined that you might be the person they actually want to talk to but previous to that and what will call the pre-sale they like to text and so you may we've 15 messages and a good way to look at this is one of the ways that a lot of first-time homebuyer start is is a lending tree or a zillow it and they put their information in and what they don't realize is they're going to get 40 phone calls from random originator 'he's all over the country and they find that annoying just like the rest of us but what they'll do is they won't return the phone call they might text the person or talk to the person so if you're in that lead lead strategy sort of part of your business you might want to think about how do I reach out to them via a text message as an example not an automated text message but some side of text message that sounds a little bit personal because that is how they like to communicate we are well served of course to listen to their advice they've grown up with all of this they know how to do things takes us hours to figure out so I'm sure like many of you you just ask the question and you might be surprised at how easy doing your business becomes they're going to judge you by your online presence so Faye if they see a really bad website or if they see an unfun tioning website like broken links or if they see an outdated sort of formatting you will be judged by that they look for the people who are more contemporary and slicker in their approach and of course their decisions are going to rot rely heavily on transparency and consistency so they're watching you you know they might have two irons in the fire just watching to loan officers to see which one they eventually want to do business with before they write that appraisal tack a check technology increases their transparency by putting the information they want need at their fingertips well you know what better way to do that then something like the mortgage coach application I don't understand this I need you to tell me what it is I'm supposed to be looking at gets pushed out to them they say oh ok well this kind of makes sense to me it makes a lot more sense than talking about numbers now I can visually see this because we tend to be visual learners by the most part not everybody but the majority of us are and of course they're going to stock you before they do business with you so be prepared for that and the more information that you have available to them in other words you are educating them prior to them giving you the phone call the happier they're going to be about that so understanding what what should I expect with the mortgage process what does it look like why do they ask for some of this silly stuff you know you can get fun with it in a way that really resonates with with what they do so one a couple quotes I want to just put an explanation mark around and this this quote came from Kristen messerly who was number eight on the top 12 with Steve horny and in that interview she said something that I thought was so smart and so right on and she said transparency beats honesty and and I always you know I hear you're just amazing baby boomer loan officers that do a lot of business totally kick butt deliver an awesome service you know just kind of you know shrug at the millennial concept and here's my my message to anybody and everybody is that I believe that I believe transparency beats honesty you could be honest but if you don't have a process that really builds that transparency in your you're going to lose opportunities and and I do believe 2016 is a pivotal year disruption is happening in our space so my messages get ahead of it you know audit your borrower conversation audit you know are you still the loan officer that doesn't provide options that you say well people trust me they like me and they trust me and they do what I tell them to do so I don't give them options like this give them one loan I would just tell the loan officer that thinks that and believes that that you are going to you know you whatever success you've had in the past it's going to dilute you're going to give be over time if you don't really embrace the concept of transparency being proactive with families showing them options and delivering a borrower experience that just you know is its unique and different in a while because of the transparency so Tammy back to you but everybody think about that transparency beats honesty where you at today with your borrower experience actually executing well on your transparency you know a david i would also add to that in that if you're real estate agents are your face forward when it comes to the referral don't just assume that by virtue of that referral to you that they are somehow building some sort of a trust that the millennial is saying oh yeah okay i will blindly go there because they aren't like that in other words what is your real estate agent going to be able to present them with that makes you look a little bit more millennial oriented versus every other a loan officer that's out there so that they are seeing that there is a difference and not just the name on the list yeah well the last thing before I pass it back to you I do want to make the I believe that what Millennials love everybody loves I mean everybody wants to get you know rate quotes mortgage options on their mobile device and the amount of people that look at Zillow and they have MLS in their back pocket is evidence of that you know this is not just for the Millennial you know what what Millennials love everybody loves so I just make the case that you know everything Academy is saying right now it's like it's not just you know hey I want to want to go out and go after the millennial marketplace if you design your practice in your experience to be attractive and successful colonial you will get more referrals from X you will get more referrals from bloomers you will get more referrals and close more business from everybody and you will have a more efficient organization and operation that will just plain old do more business so it's not even about making boils happy it's about making everybody happy this is just a path forward um go ahead right great well I also find it interesting to decipher what they mean because I learned a lot with this one of the first things that I was warned by my my son's about i have three millennial sons is I they heard me on it on a call and I was going to a conference and I said awesome let's hook up while we're out there well they just about fell on the floor they said you can't use that word or those two words I said why not that means I want to have a meeting with them or see them or talk to them they said mom that's not what hook up means and so some of our you know ways that we say things are very different in their ways and so we want to be cognizant of that as well and good examples of that is let's set up a meeting okay well boomers are saying that means we're going to have a face-to-face meeting or discussion in the office or going to a meeting room but the Millennials when they say that they don't necessarily mean that they can we can scat skype we can text we can jog together oh maybe go to Starbucks any of those meeting places are open options and we don't even have to actually talk to each other to have a meeting if you say to them please see me on this it used to be that in our day when when I would say that to somebody that meant I want to see you right now please see me on this well in their world they see it as well that means whenever I have the time to come see you on it not necessarily right now collaboration they have boomers we have this assembly line mentality and I think that's because we came up in this manufacturing process we collaborate on working on something then we handed the next person it just look at our process I'm the loan officer so I'm going to do these task and I'm going to hand it to the open or processor and the processor is going to accomplish these tasks then it goes to the underwriter and they look at that and say hey do you know that nowadays in other worlds in other companies we have we have collaboration on things at the exact same time and I think this is going to be a big disrupter in how we actually process alone so if any of you use Google Docs and I was exposed to this in technology you can actually have five or six people working on the same thing at the same time versus I have to finish all my task before I pass it off to the next person which of course as we know causes extreme delays in how we process alone so you might want to sync think through that as you begin to redesign some of what you're doing when we say i love my community we're actually talking about someplace that's separate from our workplace it's where we live is where we go to church is where we shop millennial see work as a community since they're constantly connected and they work random hours of the day so they're not your quintessential 8 30 25 people that work environment is where they make friends and they find support so if you are onboarding Millennials just a heads up want to keep them together keep them talking help them build that community and support another thing that's interesting is when it comes to mentors it used to be well this person is my mentor you would get the question who is your mentor you say that to a millennial they probably have about 10 different mentors for different parts of their life and/or business and of course let me check with the boss well we see bosses as a person who is in charge Millennials and I was it cracked me up david i was watching shark tank the other night they had a special on Millennials and they are so anti organization chart their anti-corporate their anti organization chart so in their minds the boss is not necessarily the one who's writing the checks it's the person who has the best ideas or the best plan who's going to be the Pied Piper that's going to lead them to the correction that they're seeking so very very different mentality when it comes to what they mean versus what we mean and I think that things like this are helpful in order to help us relate to them a little bit more in what we do any comments on that or what you have seen as you interface with colonial population I I mean I more things that I could cover I'll let you kind of wrap up this slide that I'll jump back in okay all right great so and then finally just to kind of wrap this up listen to them take what you know as the stage the old-school person the person who's been doing this for 20 15 20 30 years and he let them teach you how to mix that with the new school way of doing things they're highly creative they think about new ways of doing that and be open-minded because these are out-of-the-box thinkers and they really can help you create a lot more business in a much easier way if you haven't seen a movie in turn which was when I reluctantly watched and now I've watched it several times as be googly if you understand that whole googly environment it's a great movie watch and kind of acquaint you with how they work and how they collaborate our sales techniques they see are pretty outdated in old school not to mention many of the things that we do are extremely non-compliant in today's world so they look at that and wonder why are we still doing them if they're non compliant and old school and really aren't resonating with this new mix of people that were seeing and of course they they're great hires I talked about this 50-50 mix before I think that if any of you are managers or responsible for bringing and recruiting I don't don't go down the road of I only want top producers actually make a commitment to some of these new people and I think that what you will see over time as i did is when i developed that attitude and every single week the sales meeting it was actually a sales training meeting over time it helped develop some of the the top originator out there and they're still going strong and that mentality really helped keep my business afloat whereas with other people they kind of went by the wayside because they were stuck on what i call the old cancers the old cancers are this is the way i always used to do it I don't like it if you're going to do this I'm going to leave if you're going to do this and they've always got this i'm going to leave over your head versus I want to stay with you because this is an awesome place to work and here's why so keep that 50-50 mix and I think as you start to incubate that you're going to see how that's a real game-changer and finally just the last thing there is just up your game I know it's difficult I don't like learning all this new stuff particularly i don't like learning how to implement it but i'm very surprised that as i do force myself to do that if I sure not on linkedin and facebook they're saying wow do you even exist because everybody's on linkedin in facebook real-time personalized information that's not on there you know all of this stuff you have to start forward thinking a little bit to not only attract those as clients but also to keep onboarding the proper people into your organization and with that I'll I'll turn it back to you Dave yeah well let's just keep this onversation going so first of all I want to be really clear I'm not here in this call is not about you know how big the millennial of opportunity is as clients well it is big no doubt in terms of first-time homebuyers it's the biggest opportunity the point I'm trying to make is regardless of who your customer is whether it's a millennial whether to Gen X whether it's a Boomer regardless of their personality everybody wants a digital experience and it's a better way to teach and so the message I want to bring is that we think of our workflow I think coming into 2016 everybody should really look at their workflow I mean obviously if you're in an executive level or you run a branch you have the power to make changes more than you know others but everybody can can adopt a best practice workflow whether you're an individual ello a branch manager you can you can influence the leaders above you and you can adopt what you have today better and then think about the customer experience what is the family getting what are those touch points are they personalized relevant do they deliver transparency which equals trusts and referrals you know make it better make it awesome at mortgage coach you know we've been working on our our partnership platform for a long time so our relationship with optimal blue we rolled it out last year in 2015 I mean we're taking it to the next level this year and we're continuing to you know put mortgage coach button the ability for you to go from whether it's price to advise whether it's to go from prospect you know we're putting it in more places we're really excited about our upcoming partnership with hpm where we're going to be rolling out the mortgage coach button within the hbn platform but I do want to just show really quickly the optimal blue integration because one it just does a great example of showing how easy it can be from going from pricing alone to deliver advice but the point I want to make is it just you know whether you're on this call and you have optimal blue or not every loan officer can improve your workflow you know now in this optimal blue it's you know turn on the mortgage coach column what loans do you want to forward to the family click the mortgage coach button and out comes something personalized branded and easy to share so that when you share that with the family you're not telling them how great you are you're not explaining I'm an advisor versus a little originator I deliver transparency you're just plain old doing it you know they click on that link from their mobile phone they get the mortgage coach mobile experience you know if they click on it from a desktop they get a desktop experience if they came into your office and you know let's say you're in a market where they're not is tech affluent you know you're able you know this is this is Marty Preston you know an incredibly successful mortgage professional that's going to close over 200 loans this year you know manages a branch that does over 170 million and brings people into his office in Kentucky still delivering a great experience so you know my message to you regardless of whether you're in a Seattle market like like Jake Rowell get your workflow in place get your touch points in place and all this tiff tech disruption that we're talking about you could you could literally make 2016 a disruptive year you know you just need to to make the plan and so I hope over the next couple days everybody on this call will get serious about business planning um my hope is that you will use some of the building champion business planning tools and make creating the mortgage coach habit a priority I do you know every single Wednesday and eleven o'clock we are doing mobile training you know we made it part of our weekly training rhythms because we do believe that the loan officer tomorrow is going to be a great teacher you know they've got their mobile phone in their back pocket they're going to be able to pull it out anywhere and everywhere and they're going to be able to teach you know whether that's great watch and they just want to show what's happening in the market and forward that whether it's having rate watch on their desktop you know they're always going to be in the position to leverage your mobile device as a teaching tool so you know I hope you join me next week got a great mortgage coach tional we're going to be having Wally from cornerstone you get a 3 328 loans in 2015 so an incredibly successful mortgage professional is going to be talking about how they're teaching marketing you know leveraging mortgage coach and other tools and we've got an awesome cat lineup for for January I've got three amazing very successful mortgage professionals and a great leader so so Tami I will give you the final thoughts you know coming into New Year's a lot of people are going to be revisiting their their business plan they're going to be making plans they're going to come out you know January with just a whole new attitude any any last thoughts as we wrap up today's call yeah my final thoughts are really really think about how you can begin to onboard the Millennials into your arena and also how they're going to essentially be the ones that are going to start interfacing with the millennial real estate agents the millennial builders and be able to communicate properly with the millennial clients I think that if you make that as a plan for next year you're really going to have some major major successes that you just didn't think was possible before really should supercharge the way that you do business and thanks Dave I appreciate you having me today was it was awesome and I hope people were able to learn quite a bit yeah I know you were you were fantastic i hope to have you on other calls throughout the year please let us know what you thought of today's call on a scale of good to great if you are new to mortgage coach or you're a guest please click the last option and give you more information about mortgage coach hopefully we inspired you we made a case for making mobile a priority and again if you want to get tactical you really want to turn some of the concepts that we shared into tacticals come to either our Wednesday mobile training course or come to our Thursday training course or just watch the video you know those are all on our youtube page our youtube channel you know we've got videos and we're doing weekly trainings anyway Stanley thank you to you and the entire optimal blue executive team you know we love the partnership and and we love how we're working together to disrupt the mortgage experience for the for the industry and for family so thank you very much my pleasure thanks Steve take care have a happy new year you too bye-bye