The Morning Shot

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There is no other company in the world that has demonstrated such an outstanding level of commitment to customer service and appreciation than Zappos. What has since been dubbed a pillar of excellence for customer service; the story of how this mentality literally became Zappos business took place in January of 2000.

According to the company's website, a customer sent an email to share feedback on her recent experience when attempting to order two different pairs of shoes - neither of which were available – but surprisingly, not to voice a complaint. Instead, this customer felt she had to reach out and share how much she valued the "fast and courteous response of the Zappos Customer Loyalty Team, and for having received both a gift certificate and a t-shirt for the inconvenience." She was, as they put it, "WOW'd". This feedback touched management at their very core, and lead them to consider, "what if the company focused not solely on what it sold, but how it sold it." The question became, how could they shift the focus to WOWing their customers? As Hsieh put it, "We asked ourselves what we wanted this company to stand for? We didn't just want to sell shoes. I wasn't even into shoes – but I was passionate about customer service."

A few months back we did a Morning Shot on Tony Hsieh's famous book Delivering Happiness. To express our gratitude for what I learned from reading the book I shared it via direct message to his LinkedIn account. The man truly lives out his passion, and his team was quick to respond. During our brief exchange, they encouraged me to take a tour of their headquarters next time I visited Las Vegas to experience it for myself.

Recently, I did just that.

On a business trip to Las Vegas, I reached back out to Zappos and scheduled a 1 ½ hour walk-through of the culture (headquarters) for a nominal fee. It was one of the best investments I'd ever made, as with anything else, there's nothing quite like seeing things with your own eyes. I wondered what it took to WOW customers. As it turns out, the path to WOWing customers starts with WOWing employees. Out of the company's 1,400 employees 600 are service reps. There is no middle management, no offices and no stripes across the organization. Team members are encouraged to dress their workspaces in any way they choose to make themselves feel comfortable. Food provided through the campus bistro, 17 kitchenettes and vending machines are free. Some off-the-wall perks available to employees include dry-cleaning, car detailing, free individual health insurance, pet insurance and a library.

They say you have to spend money to make money, so how has this investment translated into workplace productivity? Employees are incentivized not to sell customers, but to understand each individual's needs. Wait time on customer service calls averages only 15 seconds. 75% of purchases come from returning customers. Repeat customers order 2.5x every 12 months. 43% of new customers come from word-of-mouth. In 2009 Zappos was acquired by Amazon for $1.2 billion and produces in excess of $2 billion annually. Even more startling than that, when we were first getting to the campus we saw Tony Hsieh himself walking into the office – literally, he lives in a 250 sq. ft. airstream down the streat and walks to work. Humility without stripes.  

  I learned a great deal from this experience. Obviously the dollar value of his investment made in his employees from the standpoint of perks far exceeds the budgets for most of our offices. However, it is the fundamentals of what he practices that makes his organization so successful. Basketball courts, free food and car detailing were not initial offerings to Zappos's first employees; but rather the byproduct of the success and profitability they enjoyed by practicing these fundamentals from day one.

Now I ask myself, am I WOWing my customers and employees? How can I do a better job of sharing the excitement I have for my business with my team? How can I make The Pulse Team at Finance of American synonymous with WOW every time I'm referred to a new client? WOW, that's a lot to think about!   

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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Chief Economist at the National Association of Realtors, Lawrence Yun, contributed a very interesting piece to Forbes back in March entitled Housing Demand over the Next Decade. As you can no doubt tell by the title, this piece is packed to the brim with information – so much so that we decided to break it into two shots.

Let's start with the here and now first.

The United States has an inventory problem- this is not a theory, this is fact. For the whole of 2017, Yun expects existing home sales to reach 5.6 million, a slight increase of 2.2% from last years numbers. While home sales will not make much gains, Yun expects home prices will; with inventories still at grossly inadequate levels, there is only one direction for home prices to go - up.

Yun goes on to point out that the national median home price will likely rise by 4%-5%, but that we should not be surprised if they are to go even higher. At this very moment, the country needs around 1.6 million new housing starts, but roughly only 1.3 million units will be constructed according to the permit information and from labor and lot shortages facing the industry. If supply can't satisfy the demand, what little supply becomes available increases in value as competition fights to own it.

Yun points out a key statistic for us to be mindful of in local markets to understand if a particular metro area will outpace the national average growth rate for home prices. Historically speaking, there should be 1 new housing unit being constructed for every 2 new jobs added to the local job market.  

Using this math to gauge the South Florida housing market, we find that according to MetroStudy's 2016 4th quarter update, annual housing starts for the full year of 2016 in South Florida totaled 7,893. This figure includes all new housing activity in Indian River, St. Lucie, Martin, Palm Beach, Broward, and Dade Counties. A Sun Sentinel article from last year pointed out that Broward County alone added 35,400 new jobs for 2016…

If the United States is facing an inventory problem, South Florida is facing an inventory crisis!

   Stay tuned for part II…

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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 15-20% of all my transactions are what I like to refer to as "mid-stream" deals. A mid-stream deal refers to a deal that is already under contract and in the midst of the loan process, but an unanticipated problem has placed the transaction in critical condition and at risk of flat lining.

Typically, these sorts of scenarios arise due to one primary reason – a flimsy preapproval process. Usually the situation plays out in the following way:

1. A realtor partner of ours has a listing that is under contract and takes the property off the market;
2. The loan process is set in motion with the buyers preferred lender;
3. With the closing date on the horizon, boxes packed and moving trucks scheduled, the agents on the transaction get a call from the acting lender explaining to them why the deal is unexpectedly going to be declined;
4. Everyone freaks out;
5. The listing agent has experience working with my team and gives me a call asking for a second opinion on the transaction, or as I like to call it, the patient;
6. We suit up like doctors stepping in to take over surgery and gather all the clients documents;
7. Our underwriting coordinator assesses the file, compares it to our unique suite of loan products we offer that don't add on any overlays, and determines the best course of action for the patient;
8. With years of experience in bringing dying deals back to life, we expedite the file and close in record time;
9. Keys are delivered to the new and now relaxed homeowner, commission checks are divvied out to the agents for a job well done, and champagne is served all around to celebrate another life saved.   

9/10 transactions that come to us for emergency support could have been prevented with a thorough preapproval process – in other words, implementing a thorough preapproval process is our industry's form of preventable medicine.  Flimsy preapprovals may be industry standard practice, but in order to continue providing outstanding results we must comply with our own standards, or as I refer to it, "out-standards" deliver outstanding work.

The net result? Our most recent "mid-stream" transaction closed in 7 days…and it was an FHA loan. How's that for out-standards?  

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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The standard practice amongst mortgage companies is to court real estate agents, in an effort to get you to refer your home-buying clients to them – list side agents are not typically a topic of discussion at all. It makes sense from a self-interest perspective; lenders do not profit from the sale of the property unless funding the loan of the buyer. Again, from a practicality standpoint, it is understandable why most lenders would not want to expend the resources for helping a realtor on their listings, but does this truly reflect the type of mentality that fosters a lasting partnership?

We continue to refine our realtor strategy playbook in relentless pursuit of becoming the ultimate partner to the agents we serve. In doing so, we remember that the word partner is not be taken lightly, and partners work as intricate gears within each other's business machine for collaborating and implementing new and exciting ways to help each other grow and succeed. With that in mind, we developed the "Emphasize Payment" flyer for property listings; a tool that has become wildly popular amongst the agents we've trial tested with.

The idea was simple, when we consider how many other industries unload inventory using financing, we found a common thread that allows consumers to make more informed decisions on what is within their price range – emphasizing the monthly payment of the item being purchased instead of the total purchase price. The average car buyer may find a car with a purchase price of $40,000 intimidating, but when they see financing of allows for low monthly payments of only $370, all of a sudden the car becomes something realistic to consider. This practice has proven successful across a wide range of industries, yet for some reason has been largely ignored within the real estate space – that is, until now.

As much as I want to describe to you how this flyer is laid out, what it looks like or the color scheme, telling you over this airwaves really doesn't do it justice, nor give you the reference point to understand how you can use it to get more buyers for your listings.

So, here's what I want to do.

Whether we do business yet or not, as a listener of The Shot I value the relationship we have, and would love to get your feedback to see if what has been working with many of our most successful partners can do the same for you. So, if you have a listing you're working on, please give us a call or drop us an email and we'd be happy to put one together for you to use. All we need is the MLS property information along with your photo and contact information.

If you are someone who would like to use the flyer to grow your listing business, we are excited to share it with you for up to 3 properties, there's just one catch. If you use the flyer, we want your feedback. If you love it, we want to hear about it, if you hate it, we want to hear about it even more. The only way we can continue to refine our strategy playbook and provide more valuable tools for you to grow your business is from your feedback with using it. If that's fair to you, give me a call personally at 561-864-2458 or email me at [email protected], we'll be happy to have yours designed and ready to go at least 24 hours before your next open house or showing.  

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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The Alchemist is a novel by Paulo Coelho first published in 1988, that as of 2016, has become an international bestseller translated into some 70 languages. A fictional story of a young Shepard's journey for realizing his "Personal Legend", the boy meets a range of characters, obstacles and experiences that reshape his understanding of life, and the pursuit of living out his dreams. I want to talk about three of the most important lessons I got from reading this book:

1. A Dream is Worth Chasing Because The Chase is What Makes Life Worth Living:

There's a fantastic quote from the book that reads, "It's the possibility of having a dream come true that makes life interesting." When I speak to top producers in any industry, I've found a wonderful correlation in their state of mind – they wake up and drive because what they desire most they believe is possible for them to attain. Let me repeat that, these top producers wake up driven to succeed because what they desire, they believe possible for themselves to attain.

A life without a dream is no life at all. We must embrace our creativity, allow ourselves to dream and understand that, as the author writes, "When you want something, all the universe conspires in helping you to achieve it." If we become what we think about, surely we can become what we dream about.

1. Filter Out the Noise:

One of my favorite quotes in the book reads, "If someone isn't what others want them to be, the others become angry. Everyone seems to have a clear idea of how other people should lead their lives, but none about his or her own."

There is a lot of noise blaring all around us all the time - opinions on how we dress, what we do, how we should run our business or our lives. Social media has provided people a microphone with the volume turned way up to express how they think things ought to be. Today, everyone is a political expert, CEO, social activist, and top film critic ready and overly willing to give you their opinion on every aspect of your life.

They say opinions are the cheapest commodity on earth because everyone has one. When I started Your Morning Shot, scores of people were ready and willing to share with me their opinions on my decision to explore outside-of-the-box ways for adding more value to my realtor partners and growing my business. If I listened to the negative opinion of those who had never tried themselves I probably wouldn't have tried either. Instead, I filtered out the noise to selectively consider only the opinions of those who understood and lived out similar passions and pursuits themselves for determining the best course of action for me to take.

1. My World is a Representation of Myself

"That's what Alchemist's do. They show that, when we strive to become better than we are, everything around us becomes better, too." It is not a coincidence that my business grows and shrinks in direction proportion to how I am taking care of myself. When I am continually striving to be a better friend, husband, athlete or employer every part of my life grows in tandem. Our world is and will always be nothing more than a reflection of ourselves. Negative people see the world poorly and seem to always have difficulty; those who take care of themselves and always look for the light in the world seem to always have things going their way.

The easiest way to make our world better is to make ourselves better.

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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On Wednesday we spoke about the current housing crisis – a perfect storm for rising home prices with a pent up demand of Americans wanting to buy a home, stifled by a limited supply available for sale.

This sums up the here and now scenario, but what does this mean for the future?

As per the Forbes article contributed by NAR Chief Economist Lawrence Yun, some statistics that can help us understand what the real estate landscape of the future looks like includes:

1. "There are 325 million people living in the U.S. today. One new birth occurs every 8 seconds, and one new death occurs every 11 seconds. At that rate, the population will rise to 352 million people in ten years. That is a gain of 27 million additional people in need of a roof over their head."
2. "The number of people in their 30s will grow by 5 million in 10 years from today's 43 million. This 12% growth means that first-time homebuyers will become more plentiful."
3. "The number of people in their 40's will grow by three million or 7%. They are the ones that will be trading-up to a better home as their finances improve with the years."
4. "The population of those aged 65 and over is rising big time; expect an increase from the current 51 million to 69 million, a growth of 35%. Housing demand in warm weather and in the income tax-free states of Florida, Tennessee and Texas are set to boom."

So what does all this mean? Well, based on demographic factors alone, the population in the United States is expected to grow by 27 million over the next decade. Yun believes that existing home sales should reach approximately 6 million a year as a result, even if mortgage rates were to rise to 7%. Let's keep in mind that should any type of unforeseen catastrophic event take place, or any type of policy changes effecting the benefits of homeownership be implemented by our government, that this forecast of rising home values would certainly be impacted in a negative way.

However with reasonable parameters of economic growth and interest rate movements, based on demographic forces alone, meaning the growth of the U.S. population in need of housing purely due to birth rates vs. fatality rates, home sales should do well over the next decade. In Yun's view, new home sales should reach roughly 6 million per year, and the national median home price will likely hit $330,000 from the 2016 level of $234,000.

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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Chief Economist at the National Association of Realtors, Lawrence Yun, contributed a very interesting piece to Forbes back in March entitled Housing Demand over the Next Decade. As you can no doubt tell by the title, this piece is packed to the brim with information – so much so that we decided to break it into two shots.

Let's start with the here and now first.

The United States has an inventory problem- this is not a theory, this is fact. For the whole of 2017, Yun expects existing home sales to reach 5.6 million, a slight increase of 2.2% from last years numbers. While home sales will not make much gains, Yun expects home prices will; with inventories still at grossly inadequate levels, there is only one direction for home prices to go - up.

Yun goes on to point out that the national median home price will likely rise by 4%-5%, but that we should not be surprised if they are to go even higher. At this very moment, the country needs around 1.6 million new housing starts, but roughly only 1.3 million units will be constructed according to the permit information and from labor and lot shortages facing the industry. If supply can't satisfy the demand, what little supply becomes available increases in value as competition fights to own it.

Yun points out a key statistic for us to be mindful of in local markets to understand if a particular metro area will outpace the national average growth rate for home prices. Historically speaking, there should be 1 new housing unit being constructed for every 2 new jobs added to the local job market.  

Using this math to gauge the South Florida housing market, we find that according to MetroStudy's 2016 4th quarter update, annual housing starts for the full year of 2016 in South Florida totaled 7,893. This figure includes all new housing activity in Indian River, St. Lucie, Martin, Palm Beach, Broward, and Dade Counties. A Sun Sentinel article from last year pointed out that Broward County alone added 35,400 new jobs for 2016…

If the United States is facing an inventory problem, South Florida is facing an inventory crisis!

   Stay tuned for part II…

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.

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Last week we spoke about taking advantage of the opportunity to turn 1 deal into 2. Well today, we find out the market is providing is an exceptional opportunity to try this strategy out, and incorporate it into our process flow.

The National Association of Realtors recently released the findings of their second quarter Homeownership Opportunities and Market Experience Survey (HOME). The survey covers a variety of topics geared towards understanding the perspective of the typical homeowner in today's market.

One critical piece of information that came to light was that 75% of homeowners think now is a good time to sell, compared to 70% last quarter. When considering only 66% felt this way just over a year ago, this is a response clearly worth noting.

All that being said, the survey also revealed that many have simply not taken the steps to list their homes. This might strike us as odd given the recent rise in home values and the ongoing struggle with lack of inventory, but NARs Chief Economist Lawrence Yun points out that:

"There are just not enough homeowners deciding to sell because they're either content where they are, holding off until they build more equity, or hesitant seeing as it will be difficult to find an affordable home to buy."

So let us briefly recap the state of the real estate market:

1. Interest rates remain at or around all-time lows;
2. The demand for homes is greater than the number of homes for sale;
3. As a result, the price of homes have increased significantly;
4. The summer months represent the majority of home sales for the year with the hot season ending in August;
5. The typical homeowner is aware of the season and increase in value of their homes, which is why 75% of those surveyed by NAR believe now is a good time to sell;
6. Though they believe now is a good time to sell, the vast majority have not taken any steps to do so.

It is certainly an interesting environment to say the least, and only one certainty that stands above it all – with a pool of driven buyers going for a very limited supply of homes, reviewing offers contingent upon thorough and accurate pre-approvals is paramount!

New homes will continue to become available for sale as the hearts and minds of homeowners change looking to cash in on a market that continues to reach levels more appetizing for selling by the day.

Want to earn 2 deals out of 1? Call us! As our realtor partner, we will validate the pre-approvals being submitted on your listings when your client whose house you're selling gets pre-approved with us for their next home. What better way to turn 1 deal into 2 than to accept offers with only the most vetted pre-approvals, even on deals we don't fund. That's what a partnership is about – adding value to our partners by identifying the state of our industry, and deliver solutions for you to grow your business based on how things are right now.   

Want to join us?

Thank you all for listening. We're always here to support you, so connect get with us on Facebook or LinkedIn @mattweaverspeaks.

If you have a real estate topic for our next shot or blog, please shoot us a message on Facebook @mattweaverspeaks, we love listener requests!

If you're in the South Florida area and want to meet for lunch, send me a message on LinkedIn and let's get something on the calendar!

We also have our next Elevate conference upcoming in October in Boynton Beach, so if you're looking for a great seminar on how to grow your real estate business by leveraging key mortgage concepts, send me a message on Facebook @mattweaverspeaks to secure your seat today!

The views of this blog, "Your Morning Shot" podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.