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10x Real Estate Warriors Nation Talks with "Entertainment Marketing Expert" James Chu, AVP at US Bank!
Manage episode 284125886 series 2813961
Hey everybody. Welcome back to the 10 X real estate warrior nation, where we turn ordinary agents to extraordinary tonight's real estate warriors. Today. I am super excited to actually introduce to you. One of my good friends in a long time business part is probably one of the longest business partners I have is actually a guy who was, is a character altogether, but he's also one of the best in the industry in the mortgage industry. His name is James chew. He's the AVP over at us bank. And you know, when I think about what is his superpower he's one of those guys where he doesn't need to pick up the phone because really what his superpower is is what I call entertainment, inner entertainment, marketing. Hey, everybody. Welcome back to the tonics real estate, where your nation we actually have with us, James choo. I don't know what happened there. We had a little technical difficulty, but it's done. So we're excited. I'm back. So James, to first of all give us a little background. How many years you've been in the business, James? 20 years, 20 years. So in 28 years in the mortgage business that you own the real estate office at one point, right?
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Correct. Prior to that, I owned a real estate office. I know, I know I look pretty young, but I've been in business for quite some time.
You're the youngest, young and skinny that young man has actually lost a tremendous amount of weight over the past six months or so. Congratulations on that. Let me ask you a question. You know, I remember you telling me the story about you and Fernando, how you guys got started in sales and how that really kind of shaped how, you know, I always joke about it. I says, you know, he doesn't really need to pick up the phone because he's a master at, you know, like I said, your shooting powder is what our question is like the entertainment marketer. So how does, you know, how do you, how do you build a business based on the relationships you have and, you know, I mean, you belong to a, you belong to a country club, right? And out of the country club and you play golf for three, four days a week in the, you know, in the summertime, but you're working probably 90% of that time when you're playing golf. Right.
I don't really work doing golf, actually. Look again, I think networking, everything is about open Ozzy and be straightforward. And one things I have been taught right from very, very early in my career is never be afraid to tell people what you do right then in a day, you've got the, have to tell you, tell, you know, your, your, your friend, your acquaintance, what exactly you do for a living. Okay. And then a day, you know, I don't obligate, this is recipe. If they liked me, they gave me opportunity. I proved themselves. And that's something that I always try to do is try to prove myself that I'm able to you know perform my job to the best that I could for every single customers that come through me.
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You know, it's always me that it's inevitable whenever we go to your Coldplay play golf, which has always a pleasure. You know, one of the things about you it's interesting is I never hear you say, Hey, you know, I, I, you know, and even when somebody asks you directly, what do you do? You go on, you know, I'm in the banking industry, you know, and at some point it'll come out in the conversation that like, what do you do? And I'm, I'm mortgage lender, but what's interesting is I've been at the club with you and people come to you at the bar and say, Hey, you know what, Jimmy, I need you to my kids buying a place where I'm doing this, or I'm doing that. I need to talk to you when you get a chance. And, you know, that's what they call, you know?
But that, that, you know, a lot of kids, a lot of the younger people in the industry think like, Oh, that, that, you know, he's just lucky. I mean, how many years have you been cultivating that, you know, that relationship, those relationships and to get lucky, you know, like people say, Oh my God, you saw my house three hours. And I'm like, yeah, but it took me. It took my relationship with James 10 years. So that when I said, this is a good deal. He doesn't even think about it because he trusts me. He knows me. And he cares about me. So he just actually goes and pulls the trigger. How long does it take somebody to
The most important thing? The word thing, I think the word of mouth is the most important on a day, because at the end of the day, you have to have other people in the club on people that associated with the people that are interested, kind of give you a little a little support, little backing that you do the right job for people. And then day I build myself a pretty good reputation, especially in my community and my, my, that. We do the right thing by the customer. And you know, again, people say, Hey, James is the go-to guy when it comes to mortgages, go to James. So that helped out tremendously. I don't really, over the years, I used to spend a lot of money for marketing. I used to spend a lot of money in stress of going out prospecting, which I still do.
Prospects important. I think prospecting and networking, you always have to be doing that. You always gotta be out and feel. You have to let people know exactly what you do. What are you offering? Hey, well, there's a topic comes up. You know, people always asking people are always interested. What's going on with interest rates, what's going on with the market. Are they expert? I know exactly what the market is. So I try to share my expertise with people that are interested and I provide that information to them. As we go on the conversation, people can comfortable what I'm saying to them. And they gave me opportunity. And once I get a shot, a shot, I got to prove to them. So again, that's kind of where, where we are, you know, where, where a lot of young people that comes to the business don't understand.
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They think that things are just come to them by itself. You know, they expect anything at the end of the day, you got to work hard at it. You've got to build a good reputation among yourself. And you got to do right by evil. If you do right by people, the way I always look at it, it always will work out at the end. Everything always work out. And then a day, you know, we try to do a best by what we, you know, and you got to have your knowledge. You better know, you know, I'm in the mortgage industry. You know, I suppose the prior, you got to have a knowledge of your product. You got to have your knowledge exactly what the consumer and most important thing is. Believe it or not. In sales to ourselves is listened to people. You gotta be able to hear what you're saying, and you gotta take that information and kind of help them and, you know, provide them information that you're seeking and listening to the customer is the most boring people's needs.
So let me ask you this in on that note you know, and I, I, I actually was talking about you the other day. And you know, we did some mentoring, what your, what your mortgage mortgage loan officers in your office. And it was the beginning of the year. And I still remember, it was like January 6th and you were coming through the conference room. And I said, you know, let me have you talk for a second. And you're like, okay, you know, when you sat down and we had eight or 10, I don't know, eight or 10 loan officers in the room. And, and I remember you saying to them, we were talking about the numbers. And I said, you gotta know your numbers. You got to have a business plan, and you gotta know where your numbers are at all times. And, and James said, I'll never forget it.
You said, it's January 6th. I already know I'm behind on my numbers. And they all went for what? And I go, and they, and you said, you go, I could just tell that at this point in the month and looking at my pipeline, that I'm not at my goal yet, and I'm not doing, you know, where I need to be for this month, this quarter or whatever it is. And knowing that, and having a destination and having a chosen, you know, a path. And I think the other, the other thing is, you know, it's interesting is when, whenever we talk and I, and I I've said this to you recently, and I don't think everybody realizes that for years, you would introduce me as one of the top agents in blah, blah, blah, in Hudson County or whatever. And then when you change companies to one of these other brands, they had, you changed some language patterns, and you said, and we were, we were at your, at your golf course playing golf or something at an outing or whatever.
And he introduced me and went, here's my business partner, my realtor business partner, Sean, who works in this market. And, you know, what's funny is I could still remember you saying that that day 15 years ago, because all of a sudden we became partners. We were no longer, it was no longer the mortgage guy and the real estate guy. And, and, you know, you gave me whatever I gave you, whatever, if all of a sudden, I, you know, you acknowledge it, you acknowledge it. Hey, you know what? These guys are our partners in the business. And, and whether that was a sales pitch or whatever, it was, it worked to the point where all of a sudden, I was like, Oh, wait a minute. He, you know, he's, he's like my partner, I wouldn't do that to my partner. I shouldn't do that to, you know, what is the what are, what should people listen for? To know that, Hey, you know what I need to, I need to get that person in front of James choo or, or whoever for that matter. Well, let's
Kind of go back a little bit. I sack, we own that partnership right there. They, you know, people that we work for, but then they know human beings in terms of what we expect. If we give something sometime we'd like to get a little bit of back, right. Then they, you know, it's about the reciprocal, right? If Sean, you can refer me customers, and I don't do anything to be sympathy to you. That's not a partnership right? At the end of the day, we're in a circle right now, we're in a circle that we're going to make each other successful. I'm going to fly customers a lead for you. Are you going to find customers for me? And we're a lot of the younger, you know, sales people they'll come in. They don't understand is it's about the relationships we build with each other. When I, when I do great, you do great when you do great items.
Great. So we, we do treat this as a partnership and this relationship bill, it doesn't matter if it's a realtor mortgage lender or more just lender, financial planners. I get a lot of refer for financial planners, write out, okay, where rates are so low. They don't want their customers to relinquish the funds. So they're asking the customers, that's execution is to mortgage and leverage off. So those are concerned, my partners. So when I do right by them, they also do right in that the line is doing what's right to the consumer. What's the best for the consumer to get them to kind of benefit themselves. People, finance people, you know, they look for the best rates, shopping, the best rate I want to be successful. If I didn't. Also, if I'm not being competitive right then in a day, you got to do what's right.
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Be competitive. And you know, one thing, nose bleeding and which one I always worked for big banks is I believe in value. And in order for me to produce volume, I need to set goals. I know exactly where I'm at at all stages. I know exactly every month when I start a week, I know what I want to produce my goal some months, I see like January going to be asking for you. I kind of took it easy in January. I worked really hard last year until December, January, first week of January, I went to Dominican Republic, played a golf outing. And during January, I decided to just take a week out in Florida to kind of decompress. I actually doubled my production in the month of January business, which is [inaudible]. Yeah. It's not being lucky. It's about, you know, do right. And one things I, I own is number one, be very responsive. And one thing he always said that, you know, if you call me what a customer, I don't pick up the phone. That might be the last opportunity for you to call me with a customer. So I'm going to tell you, I always speak on my phone.
I want to touch on something. That's important for people to understand over the past 25 years of James and I have worked together, he's worked at numerous banks and numerous financial institutions. I've worked in real estate companies. And back in the day with the thing was, what is my mortgage lender? Give me how much money are they giving me? How much are they paying for advertising all this stuff? And I still remember this. And I remember telling James this story because I called them immediately after it. I was like, you know what? I just got to cost it. I just got extorted. You know? And I was at a big, I was at a big company and they brought me in a room and they, and all of a sudden, the finance, the guy who was in charge of the financial division, who was the chief financial officer showed up by accident and said, Hey, how you doing?
You know, by the way I'm being, you know, we want almost like it was like the CIA go. And you know, we know, we know that you hang out with James Chu and you give him the business. How come you don't give us the business? And I said, well, I tried giving you guys the best for 90 days. And quite honestly, you couldn't execute on anything you get. We gave you and my family and I have to eat. And they said, well, well, that's ridiculous. That can't be the real point. What is he giving you? And I said, I said, you know what? He gives me absolutely in they're like, but you give them a lot of business. You've got to be good. He's got to be giving you something. And I said, you know what? He gives me, he actually answers the phone.
And he actually says to me, Hey, you know what, Sean, that particular customer, we're not going to be able to help them because they're on the cusp. I don't want to tell you we can help them. And then we can't. And I said, you know what, what he tells me is the truth. And he actually says, Hey, if the deal is going to take four, six weeks, he'll say to me, Hey, it may be, it's probably going to be six, but I'm going to tell you seven or eight, just to be safe. Or when a deal's going sideways, James will call me and say, Hey, Hey, by the way, your customer sounds a little disgruntled. They're a little confused. Maybe you want to call them and kind of solidify that relationship again. And by the way, James and I will do that. And vice versa, I'll say to James, Hey, can you do me a favor and call this person? Because they're just a little uncomfortable with the numbers. And if you can, so, you know, if you can help solidify that we can put the deal together. So I mean that, that in itself when people say, what what, you know, what do I get? Why not think about what you're giving first and then how you can actually make that relationship work?
Well, Sean, that's a value partnership, right? It's about trying to help each other. Number one, and build a trust with the clientele. So we have a, you know, one thing is that we have serve a lot of customers over the years, a lot of happy customers. So they, over the years, and you know, I'm proud to say that, you know, and you'll agree. You'll see agent, you do, what's right. You talk to the customers. You're always there for them. And for me, that's what the partnership is all about. And you know, it's not about, you know, per transaction, you know, at the end of the day, there's a person there, right? There's a customer, the purchasing, the biggest purchase of their life. You know, I have a passion. I've been doing this for 28 years and she had a passion for this business. I started real estate once a mortgages and the mortgage end of it.
You know, it's, I'm still dealing. One of the things I love about this business is, you know, I'm dealing with one of the biggest pictures, somebody whose life, right? So for me having that passion, having the love for the business, you know, I don't think if I ever retire for me, I love this business so much. I'll just continue doing what I do and continue to serve my customers and do what I can do. And for those young, you know, young, real estate agents that come in, I can't stress enough. It is so important. Okay. For people to stay on top of their customers and build their relationship with their customers and build any business they work with.
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So I want to point something out. That being said, you know, we actually worked together and I, I still remember, you know, we put together a couple of systems in place where it would help the, the loan reps to communicate. And I got to tell you, like, I've never seen you so animated and so upset because you're like put away like a pen and a piece of paper we're getting, you know, your guys are using, like you guys are using like a hammer and chisel. I'm giving you a laser to keep track of this stuff. And Sean's going to teach you how to make it, make it work. What you have to do is apply it. And, and, you know, from that experience, what I took home was realtors and mortgage lenders are very similar in the respect that they wanted them for them. You know, they're not willing to, they're not willing to do the DIY thing and do it themselves.
They want to have somebody hand it to him. And I'm like, you know, like, I'll G I'll give you a great example of this. One of our guests actually was doing an interview and he said, you know, only 4% of our community will actually pick up the phone and actually call somebody. And I said like, even the call, their past customers or sentimental unfolds, or family and friends. And they're like, yep. Only 4% is the statistic. And when you think about that number, what do you think the average, you know, our industry 15% survive the other 85% fall out of the business in the first five years. And I'm sure the mortgage lender business it's the same numbers are less. What do you think makes the, like a guy like drew McKenzie, who's one, one of your business partners, a long time. We're a long time fan of drew. And by the way, happy birthday to his daughter today, I think it was today or yesterday. What do you think makes the difference between guys like you and drew, who has survived every storm, every, every hurricane, whatever the hell's going on, you guys are still like to deal like the last man standing
Well, you know, pulling that base, right? So we build a great base. Each one of us have great business partners that we work with over the years, great referral partners. You could be realtors, financial...
32 episoade
Manage episode 284125886 series 2813961
Hey everybody. Welcome back to the 10 X real estate warrior nation, where we turn ordinary agents to extraordinary tonight's real estate warriors. Today. I am super excited to actually introduce to you. One of my good friends in a long time business part is probably one of the longest business partners I have is actually a guy who was, is a character altogether, but he's also one of the best in the industry in the mortgage industry. His name is James chew. He's the AVP over at us bank. And you know, when I think about what is his superpower he's one of those guys where he doesn't need to pick up the phone because really what his superpower is is what I call entertainment, inner entertainment, marketing. Hey, everybody. Welcome back to the tonics real estate, where your nation we actually have with us, James choo. I don't know what happened there. We had a little technical difficulty, but it's done. So we're excited. I'm back. So James, to first of all give us a little background. How many years you've been in the business, James? 20 years, 20 years. So in 28 years in the mortgage business that you own the real estate office at one point, right?
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Correct. Prior to that, I owned a real estate office. I know, I know I look pretty young, but I've been in business for quite some time.
You're the youngest, young and skinny that young man has actually lost a tremendous amount of weight over the past six months or so. Congratulations on that. Let me ask you a question. You know, I remember you telling me the story about you and Fernando, how you guys got started in sales and how that really kind of shaped how, you know, I always joke about it. I says, you know, he doesn't really need to pick up the phone because he's a master at, you know, like I said, your shooting powder is what our question is like the entertainment marketer. So how does, you know, how do you, how do you build a business based on the relationships you have and, you know, I mean, you belong to a, you belong to a country club, right? And out of the country club and you play golf for three, four days a week in the, you know, in the summertime, but you're working probably 90% of that time when you're playing golf. Right.
I don't really work doing golf, actually. Look again, I think networking, everything is about open Ozzy and be straightforward. And one things I have been taught right from very, very early in my career is never be afraid to tell people what you do right then in a day, you've got the, have to tell you, tell, you know, your, your, your friend, your acquaintance, what exactly you do for a living. Okay. And then a day, you know, I don't obligate, this is recipe. If they liked me, they gave me opportunity. I proved themselves. And that's something that I always try to do is try to prove myself that I'm able to you know perform my job to the best that I could for every single customers that come through me.
💥Grab your Free Tix https://www.10xRealestateWarriorsNation.com
You know, it's always me that it's inevitable whenever we go to your Coldplay play golf, which has always a pleasure. You know, one of the things about you it's interesting is I never hear you say, Hey, you know, I, I, you know, and even when somebody asks you directly, what do you do? You go on, you know, I'm in the banking industry, you know, and at some point it'll come out in the conversation that like, what do you do? And I'm, I'm mortgage lender, but what's interesting is I've been at the club with you and people come to you at the bar and say, Hey, you know what, Jimmy, I need you to my kids buying a place where I'm doing this, or I'm doing that. I need to talk to you when you get a chance. And, you know, that's what they call, you know?
But that, that, you know, a lot of kids, a lot of the younger people in the industry think like, Oh, that, that, you know, he's just lucky. I mean, how many years have you been cultivating that, you know, that relationship, those relationships and to get lucky, you know, like people say, Oh my God, you saw my house three hours. And I'm like, yeah, but it took me. It took my relationship with James 10 years. So that when I said, this is a good deal. He doesn't even think about it because he trusts me. He knows me. And he cares about me. So he just actually goes and pulls the trigger. How long does it take somebody to
The most important thing? The word thing, I think the word of mouth is the most important on a day, because at the end of the day, you have to have other people in the club on people that associated with the people that are interested, kind of give you a little a little support, little backing that you do the right job for people. And then day I build myself a pretty good reputation, especially in my community and my, my, that. We do the right thing by the customer. And you know, again, people say, Hey, James is the go-to guy when it comes to mortgages, go to James. So that helped out tremendously. I don't really, over the years, I used to spend a lot of money for marketing. I used to spend a lot of money in stress of going out prospecting, which I still do.
Prospects important. I think prospecting and networking, you always have to be doing that. You always gotta be out and feel. You have to let people know exactly what you do. What are you offering? Hey, well, there's a topic comes up. You know, people always asking people are always interested. What's going on with interest rates, what's going on with the market. Are they expert? I know exactly what the market is. So I try to share my expertise with people that are interested and I provide that information to them. As we go on the conversation, people can comfortable what I'm saying to them. And they gave me opportunity. And once I get a shot, a shot, I got to prove to them. So again, that's kind of where, where we are, you know, where, where a lot of young people that comes to the business don't understand.
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They think that things are just come to them by itself. You know, they expect anything at the end of the day, you got to work hard at it. You've got to build a good reputation among yourself. And you got to do right by evil. If you do right by people, the way I always look at it, it always will work out at the end. Everything always work out. And then a day, you know, we try to do a best by what we, you know, and you got to have your knowledge. You better know, you know, I'm in the mortgage industry. You know, I suppose the prior, you got to have a knowledge of your product. You got to have your knowledge exactly what the consumer and most important thing is. Believe it or not. In sales to ourselves is listened to people. You gotta be able to hear what you're saying, and you gotta take that information and kind of help them and, you know, provide them information that you're seeking and listening to the customer is the most boring people's needs.
So let me ask you this in on that note you know, and I, I, I actually was talking about you the other day. And you know, we did some mentoring, what your, what your mortgage mortgage loan officers in your office. And it was the beginning of the year. And I still remember, it was like January 6th and you were coming through the conference room. And I said, you know, let me have you talk for a second. And you're like, okay, you know, when you sat down and we had eight or 10, I don't know, eight or 10 loan officers in the room. And, and I remember you saying to them, we were talking about the numbers. And I said, you gotta know your numbers. You got to have a business plan, and you gotta know where your numbers are at all times. And, and James said, I'll never forget it.
You said, it's January 6th. I already know I'm behind on my numbers. And they all went for what? And I go, and they, and you said, you go, I could just tell that at this point in the month and looking at my pipeline, that I'm not at my goal yet, and I'm not doing, you know, where I need to be for this month, this quarter or whatever it is. And knowing that, and having a destination and having a chosen, you know, a path. And I think the other, the other thing is, you know, it's interesting is when, whenever we talk and I, and I I've said this to you recently, and I don't think everybody realizes that for years, you would introduce me as one of the top agents in blah, blah, blah, in Hudson County or whatever. And then when you change companies to one of these other brands, they had, you changed some language patterns, and you said, and we were, we were at your, at your golf course playing golf or something at an outing or whatever.
And he introduced me and went, here's my business partner, my realtor business partner, Sean, who works in this market. And, you know, what's funny is I could still remember you saying that that day 15 years ago, because all of a sudden we became partners. We were no longer, it was no longer the mortgage guy and the real estate guy. And, and, you know, you gave me whatever I gave you, whatever, if all of a sudden, I, you know, you acknowledge it, you acknowledge it. Hey, you know what? These guys are our partners in the business. And, and whether that was a sales pitch or whatever, it was, it worked to the point where all of a sudden, I was like, Oh, wait a minute. He, you know, he's, he's like my partner, I wouldn't do that to my partner. I shouldn't do that to, you know, what is the what are, what should people listen for? To know that, Hey, you know what I need to, I need to get that person in front of James choo or, or whoever for that matter. Well, let's
Kind of go back a little bit. I sack, we own that partnership right there. They, you know, people that we work for, but then they know human beings in terms of what we expect. If we give something sometime we'd like to get a little bit of back, right. Then they, you know, it's about the reciprocal, right? If Sean, you can refer me customers, and I don't do anything to be sympathy to you. That's not a partnership right? At the end of the day, we're in a circle right now, we're in a circle that we're going to make each other successful. I'm going to fly customers a lead for you. Are you going to find customers for me? And we're a lot of the younger, you know, sales people they'll come in. They don't understand is it's about the relationships we build with each other. When I, when I do great, you do great when you do great items.
Great. So we, we do treat this as a partnership and this relationship bill, it doesn't matter if it's a realtor mortgage lender or more just lender, financial planners. I get a lot of refer for financial planners, write out, okay, where rates are so low. They don't want their customers to relinquish the funds. So they're asking the customers, that's execution is to mortgage and leverage off. So those are concerned, my partners. So when I do right by them, they also do right in that the line is doing what's right to the consumer. What's the best for the consumer to get them to kind of benefit themselves. People, finance people, you know, they look for the best rates, shopping, the best rate I want to be successful. If I didn't. Also, if I'm not being competitive right then in a day, you got to do what's right.
💥Grab your Free Tix https://www.10xRealestateWarriorsNation.com
Be competitive. And you know, one thing, nose bleeding and which one I always worked for big banks is I believe in value. And in order for me to produce volume, I need to set goals. I know exactly where I'm at at all stages. I know exactly every month when I start a week, I know what I want to produce my goal some months, I see like January going to be asking for you. I kind of took it easy in January. I worked really hard last year until December, January, first week of January, I went to Dominican Republic, played a golf outing. And during January, I decided to just take a week out in Florida to kind of decompress. I actually doubled my production in the month of January business, which is [inaudible]. Yeah. It's not being lucky. It's about, you know, do right. And one things I, I own is number one, be very responsive. And one thing he always said that, you know, if you call me what a customer, I don't pick up the phone. That might be the last opportunity for you to call me with a customer. So I'm going to tell you, I always speak on my phone.
I want to touch on something. That's important for people to understand over the past 25 years of James and I have worked together, he's worked at numerous banks and numerous financial institutions. I've worked in real estate companies. And back in the day with the thing was, what is my mortgage lender? Give me how much money are they giving me? How much are they paying for advertising all this stuff? And I still remember this. And I remember telling James this story because I called them immediately after it. I was like, you know what? I just got to cost it. I just got extorted. You know? And I was at a big, I was at a big company and they brought me in a room and they, and all of a sudden, the finance, the guy who was in charge of the financial division, who was the chief financial officer showed up by accident and said, Hey, how you doing?
You know, by the way I'm being, you know, we want almost like it was like the CIA go. And you know, we know, we know that you hang out with James Chu and you give him the business. How come you don't give us the business? And I said, well, I tried giving you guys the best for 90 days. And quite honestly, you couldn't execute on anything you get. We gave you and my family and I have to eat. And they said, well, well, that's ridiculous. That can't be the real point. What is he giving you? And I said, I said, you know what? He gives me absolutely in they're like, but you give them a lot of business. You've got to be good. He's got to be giving you something. And I said, you know what? He gives me, he actually answers the phone.
And he actually says to me, Hey, you know what, Sean, that particular customer, we're not going to be able to help them because they're on the cusp. I don't want to tell you we can help them. And then we can't. And I said, you know what, what he tells me is the truth. And he actually says, Hey, if the deal is going to take four, six weeks, he'll say to me, Hey, it may be, it's probably going to be six, but I'm going to tell you seven or eight, just to be safe. Or when a deal's going sideways, James will call me and say, Hey, Hey, by the way, your customer sounds a little disgruntled. They're a little confused. Maybe you want to call them and kind of solidify that relationship again. And by the way, James and I will do that. And vice versa, I'll say to James, Hey, can you do me a favor and call this person? Because they're just a little uncomfortable with the numbers. And if you can, so, you know, if you can help solidify that we can put the deal together. So I mean that, that in itself when people say, what what, you know, what do I get? Why not think about what you're giving first and then how you can actually make that relationship work?
Well, Sean, that's a value partnership, right? It's about trying to help each other. Number one, and build a trust with the clientele. So we have a, you know, one thing is that we have serve a lot of customers over the years, a lot of happy customers. So they, over the years, and you know, I'm proud to say that, you know, and you'll agree. You'll see agent, you do, what's right. You talk to the customers. You're always there for them. And for me, that's what the partnership is all about. And you know, it's not about, you know, per transaction, you know, at the end of the day, there's a person there, right? There's a customer, the purchasing, the biggest purchase of their life. You know, I have a passion. I've been doing this for 28 years and she had a passion for this business. I started real estate once a mortgages and the mortgage end of it.
You know, it's, I'm still dealing. One of the things I love about this business is, you know, I'm dealing with one of the biggest pictures, somebody whose life, right? So for me having that passion, having the love for the business, you know, I don't think if I ever retire for me, I love this business so much. I'll just continue doing what I do and continue to serve my customers and do what I can do. And for those young, you know, young, real estate agents that come in, I can't stress enough. It is so important. Okay. For people to stay on top of their customers and build their relationship with their customers and build any business they work with.
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So I want to point something out. That being said, you know, we actually worked together and I, I still remember, you know, we put together a couple of systems in place where it would help the, the loan reps to communicate. And I got to tell you, like, I've never seen you so animated and so upset because you're like put away like a pen and a piece of paper we're getting, you know, your guys are using, like you guys are using like a hammer and chisel. I'm giving you a laser to keep track of this stuff. And Sean's going to teach you how to make it, make it work. What you have to do is apply it. And, and, you know, from that experience, what I took home was realtors and mortgage lenders are very similar in the respect that they wanted them for them. You know, they're not willing to, they're not willing to do the DIY thing and do it themselves.
They want to have somebody hand it to him. And I'm like, you know, like, I'll G I'll give you a great example of this. One of our guests actually was doing an interview and he said, you know, only 4% of our community will actually pick up the phone and actually call somebody. And I said like, even the call, their past customers or sentimental unfolds, or family and friends. And they're like, yep. Only 4% is the statistic. And when you think about that number, what do you think the average, you know, our industry 15% survive the other 85% fall out of the business in the first five years. And I'm sure the mortgage lender business it's the same numbers are less. What do you think makes the, like a guy like drew McKenzie, who's one, one of your business partners, a long time. We're a long time fan of drew. And by the way, happy birthday to his daughter today, I think it was today or yesterday. What do you think makes the difference between guys like you and drew, who has survived every storm, every, every hurricane, whatever the hell's going on, you guys are still like to deal like the last man standing
Well, you know, pulling that base, right? So we build a great base. Each one of us have great business partners that we work with over the years, great referral partners. You could be realtors, financial...
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