of real estate - Keller Williams Realty

kwCover StoryGAMECHANGINGTIMESAVINGRESULTSMAKINGFUTUREYOUROF REAL ESTATETECHNOLOGYBy Gary Keller, co-founder and chairman, Keller Williams RealtyKeller Williams Realty has tended to have a healthyskepticism of the role of Internet technology in real estate,and it’s not because we don’t get technology. We get it, andwe know how to get it right. But we also get that nearly allof the technology companies that have arrived on the scenein the past decade or so – or for that matter, the Internetbasedinitiatives of other international franchise companies –have not been designed to lift up the real estate agent. In theearly 1990s, predictions ran rampant that the Internet wouldget rid of the “middleman” – putting real estate agents outof business. Technology companies have spent hundreds ofmillions of dollars trying to disenfranchise real estate agentsand positioning us as more of a functionary than a fiduciary.There’s only so much money in the transaction, and for themost part, other technology players that have shown up havebeen after a cut of your commission.Keller Williams Realty has no other agenda in the Internetworld than to support our agents in their success. The onlyInternet model that interests us is one that lifts the agent upas a fiduciary and ties in with our philosophy that real estateis a local business and the agent is the brand.We never believed that the Internet would dismantle yourbusiness or relegate us to a lesser role. In fact, as more andmore consumers rely on the Internet to start their homesearch – 90 percent according to the National Association ofREALTORS® most recent survey – the discounters’ share ofthe market has consistently decreased – from 3.1 percent in2005 to 1.6 percent in 2009. There’s, of course a good reasonfor that. Homes listed with full-service brokers consistentlysell for a higher price and in less time than homes listed withdiscounters, and the gap continues to widen. In 2009, theratio of the sales price to the list price was 16 percent higher,on average, for clients who listed with full-service brokers.Let there be no doubt that among full-service real estateagents, you have the upper hand. You have access to thebest education and coaching, a supportive culture, wealthbuildingopportunities that keep you in the game at a highlevel, and absolutely the best technology. And eEdge standsto catapult your competitive advantage to an entirely newlevel.AGENT INSPIRED, AGENT LEDThe eEdge represents the next step in a long history ofagent-lead technological initiatives. Back in 1999, we setout to ensure that you’d have your own consumer-facingWebsite that was customized to your brand, and that yourpresence in the online world would be constantly refined.That initiative was called eAgentC (shorthand for ElectronicAgent Consortium), and carried with it a per-agent monthlyfee that hasn't risen above $10 in over a decade.Eleven years later, the eEdge began to take shape when ourcompany’s Agent Technology Council (ATC), which is madeup of our top technology-minded agents in the field, cameto us with another request: a cohesive, integrated solutionto every aspect of running a real estate business – from themoment they receive a lead, through the close and then backinto a system for staying in touch. They envisioned one,paperless loop for lead management, contact management,marketing, and transaction management.The ATC, together with our IT staff got to workidentifying the top providers, asked for access to the besttechnology and worked out a process flow in which thevarious systems are capable of integrating with each other. Itwas a matter of leveraging our collective voice and wisdomand it turns out, when you are 80,000 associates strong,people listen.We now have the clout to change the industry.During October and November, we presented the concept(see accompanying chart) and the needed $15 per-agentmonthly fee to fund it, to all of our market centers’ ALCsthroughout North America. The result was a healthy doseof high-minded debate, lots of questions, clarification andultimately, an enthusiastic “YES.” Phase 1 of eEdge is slatedto launch at Family Reunion 2011.We are now at a timely, groundbreaking place in thehistory of our relationship with you. We have youragreement, and we are moving forward.The eEdge is a journey that embodies everything KellerWilliams Realty stands for as a company, and as such onethat promises to lift you up and power your business to newheights. kw6 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

"…. one paperless loop for lead management, contactmanagement, marketing, and transaction management."PROCESS FLOWElectronic, efficient, economical and environmentally conscious!Lead comes in from any one of a wide variety of lead sources, including KW.com,KellerWilliams.ca, your Websites, market center Websites, KW.com mobile, etc.myLEADSA complete lead notification and lead managementsystem for your leads, allowing for increased leadawareness and accountability at each level.You choose to move your leads into your contact management system.myCONTACTSAn easy-to-use, comprehensive and integrated-marketcontact management system, allows you to keep trackof the customer data, from lead initiation to close, inone centralized tool.Move client back to post-transaction marketing planmyMARKETINGmyTRANSACTIONYou then select your marketing strategy.A world-class design tool that allows you to quicklyand easily create high-end marketing pieces, includinglisting presentations and a fully automated 33 Touch, byautomating data transfer from myCONTACTS, the KWLSand other KW systems.The transition to an e-transaction automatically follows the contract.An electronic transaction solution is designed toaccommodate the technology comfort level of all parties tothe transaction. All forms are online and auto populated as thetransaction progresses, and include an e-signature capabilityfor all parties to the transaction. The system is fully integratedwith the KWLS/MLS and KW Greensheet.Keller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 7

years as a top-selling agent. “I’ve been where my clients areand love to see them making progress toward the goals theyhave set for themselves.”And Bogar has learned firsthand what his clients havestarted to realize as well: coaching makes a big difference.He’s had a coach of his own for more than 14 years.“I want to be the best – the best agent, the best coach, thebest husband and the best father. Being coached has helpedme develop a road map for life and career success.”Among his clients is Don Kolenda, associate with theKansas City-Northland market center. Relatively new to thebusiness, Kolenda recently set a goal to take 30 listings in amonth. To make this happen, the two set out to fine-tune hisschedule, remove distractions, master the use of scripts andleverage his team. The result: 17 listings – a great example offailing at a higher level.GIVING BACKAt the Virginia Beach/Hilltop market center, Bill Crespoexperienced a steady upward climb in his income withthe help of his coach for more than 14 years. So when theopportunity arose to step up to the role of a MAPS Coach,he welcomed it to invest in agents the way his coaches hadinvested in him. “It’s how the best get better,” he says. At211 degrees Fahrenheit, water is hot enough to make a cupof instant coffee. At 212 degrees Fahrenheit, water boils,makes steam and will take an ocean liner around the world.Coaching is a matter of getting that extra one degree.Crespo regards coaching as an art form. “It’s thedeftness of learning how to listen to and talk to clients,and understanding that little adjustments can make a bigdifference. He cites the recent example of a client whoneeded to help her sellers to move from indecision intoaction.With Crespo’s guidance, she employed leading, open-endedquestions and reverse selling strategies to help clients realizethat the time to sell was right. The result was a million-dollardeal that just closed, as well as a client whose mindset hasshifted from that of a “housewife selling real estate” intothat of a profitable businessowner whose career now has thebenefit of her coach’s 30 years of experience.According to Crespo, one of the biggest challenges agentsface is not believing they can do it. He’s ardent about provingotherwise.“My motivation is to take clients from where they are towhere they want to go. Helping them get to their next level iswhat coaching is all about.” kwSUCCESS STRATEGIESCrespo’s Top 3 success strategies1. Stay in physical and mental shape – eat right, exerciseand nurture a positive mindset.2. Understand the art of the sale. Natural talent can onlytake you so far.3. Talk to more people. Time block and make it happen.Bogar’s Top 3 success strategies1. Honor your schedule. It will yield results.2. Know your scripts so you can hear clients insteadof thinking about what to say next.3. Follow the Millionaire Real Estate Agent model. It’sa phenomenal tool that will save you time andmoney as you build your business.Dianna KokoszkaPhoto by Laura PriceGRATITUDE IN ABUNDANCEDianna Kokoszka, president of MAPS Coaching, is all about gratitude. Andfor good reason. “Gratitude is one of the highest forms of energy,” she says.“When you are in a state of gratitude, you are in an energy field that allowsgreat things to enter your life."That’s why throughout BOLD, your coach is devoted to instilling a spiritof gratitude into participants. Not surprisingly, during the BOLD gratitudeexercise, Kokoszka’s name tends to come up a lot. Here Kokoszka, whocreated BOLD, is seen reading the latest round of thank-you cards – allsent by BOLD alumni who are grateful for their new realization of what’spossible in their lives. She is grateful for the opportunity given to her to helptransform lives and businesses.Keller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 9

INSTANT SUCCESSIN TORONTOP O W E R E D B Y B O L DBy Staci SemradLast May, with a baby due in a matter of weeks, JamesBenson did the unthinkable. He took a flying leap of faithand jumped from his six-figure corporate job into theunchartered waters of real estate sales.Many wondered what had gotten into him.The answer: BOLD.He had begun the seven-week MAPS program theprevious month, and was planning to one day leave hiscorporate job and start selling real estate.“I spent eight years in the corporate world where it didn’tmatter how well I performed; raises were based on companyformulas instead of my performance, which prevented mefrom reaching my goals in an acceptable timeframe,” Bensonsays.Though he invested in properties on the side and hadobtained his real estate license more than a year earlier, hisjob consumed so much of his time that he had little left forselling real estate. And his challenge wasn’t just finding thetime.“The biggest thing holding me back was fear. That’s whatBOLD helped me overcome,” he says.His fear was that without a full-time job, he wouldn’t beable to borrow the money he needed to continue buyinginvestment properties. And then there was the other concern– a baby on the way.“Not being able to provide for my family was a scarythought.”MOMENT OF TRUTHThe pivotal moment for Benson came at the third week ofthe BOLD program, when Kate Patulski, his BOLD Coach,asked who in the class had not met their weekly goal ofmaking 100 contacts. Benson was among those who raisedtheir hands.10 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

“The biggest thing holdingme back was fear. That’s whatBOLD helped me overcome.”-James BensonHolding a microphone, Patulski came over to himand asked why he hadn’t met his objective that week.He explained that he was working a full-time job for ademanding organization. She asked what he was going to doabout it.“In my mind, I realized there was only one thing I coulddo, and it was quit my job,” Benson notes.“So I told the room full of people that I’d need to quitmy job and become a full-time real estate agent. It wasa moment of clarity for me. It seems so simple when Ithink back on it. I don’t know why, but from that momentforward, I wasn’t scared. The next day, I handed my letter ofresignation to my boss.”BRIGHT STARTHe joined forces with the Keller Williams Realty Toronto-Beach Riverdale Market Center, where in his very firstmonth, his income surpassed the salary of the job he hadjust left.“Looking back, I wouldn’t have imagined I’d have thesuccess that I’ve had,” he says, noting that his monthlyproduction is currently averaging $2 million.“The last few months have been so exciting for me that Ihaven’t really even come to terms yet with what’s happened.”He credits Keller Williams Realty, which has a growingpresence in Canada, for giving him the resources andsupport he needed to launch his real estate business there.He’s also thankful to a friend at RE/MAX for tipping himoff to the fact that Keller Williams Realty offers excellenttraining and would be a wise place for him to start.“The more time I spend in this industry, the moreand more apparent it becomes to me how special thisorganization is. I’m in control of my success, and now, whenI get up and go to work every day, I love what I do.” kwKeller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 11

"Although everyone is working theirown business, there is a unity at KellerWilliams. Everyone is pulling foreach other, which is unique in thecommercial real estate industry."- Daron Campbell“THAT’S HOW WE DO ITAT KW COMMERCIAL”Culture at work in L.A.By Jennifer LeClaireDaron Campbell and Jeff Peldon were friendly competitorswith parallel career paths in Los Angeles’ ultra-competitivemultifamily sector for decades. Now, they’re on the same team.Both top producers, Campbell and Peldon joined Marcus& Millichap early in their careers – at the same time. Thenthey launched separate RE/MAX Commercial offices – at thesame time. In April 2010, they both joined forces with KWCommercial.None of it was planned, but after years of competing forthe same multimillion-dollar apartment deals, the commercialreal estate veterans are glad to be on the same team. Giventhe duo’s parallel career track, it’s not surprising that theyboth offer the same reason for switching allegiances to KWCommercial. It’s all about the culture.“KW Commercial is the opposite of other firms,” saysCampbell, director of KW Commercial at the Studio Citymarket center, who also spearheads the Distressed AssetsGroup. "There is a corporate dedication to the cause. Theculture fosters teamwork and that’s vital in order to hit on allcylinders in a commercial environment.”Under Campbell’s leadership, the Los Angeles BusinessJournal named his RE/MAX Commercial office the fastestgrowingcommercial real estate company in Los Angeles forfour consecutive years, with 2007 sales volume exceeding $1.2billion. He has personally sold more than $2.3 billion in hiscareer. He earned the RE/MAX Lifetime Achievement Awardand was inducted into the RE/MAX Hall of Fame, amongother honors.But when KW Commercial came along, it was clear to himthat’s where he belonged.“Although everyone is working their own business, there isa unity at Keller Williams. Everyone is pulling for each other,which is unique in the commercial real estate industry,” saysCampbell. “At KW Commercial, it’s not dog-eat-dog. Myteam actively works with the residential agents in our marketcenter to show them how they can make money partneringwith the commercial group. With residential and commercialunder one roof, we have the most powerful model in NorthAmerica.”Even in a down market, the team-oriented Campbell is stillon top of his game. His motto: stick with the basics. As he seesit, it’s too easy for a top producer to become complacent andneglect lead generation – or neglect their clients. Campbellstays in touch with clients whether or not they are buying orselling, because he knows even the strongest relationships don’tmaintain themselves.“During difficult times, clients are looking more thanever for an absolute expert at whatever it is they are trying tobuy or sell. So generalists will absolutely starve and go brokein this market. It’s a mistake to try to deal in every type ofcommercial product type.”Along with Peldon, who serves as COO for KWCommercial at the L.A Westside market center, Campbellis working to make KW Commercial a premier commercial12 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

Daron CampbellJeff PeldonPhotos by Ron Murraybrokerage in Los Angeles. Both men expect to collaborate onmultifamily deals as teammates rather than competitors.Like Campbell, Peldon earned the RE/MAX Lifetime AchievementAward and was inducted into the RE/MAX Hall of Fame, among otherhonors. He was also named one of the San Fernando Valley BusinessJournal’s 2008 Outstanding Commercial Real Estate Brokers. Hiscommercial real estate career spans 30 years.As Peldon puts it, he “flirted” with Keller Williams Realty for a fewyears before deciding to “marry” the company.“I wanted to see if KW Commercial would grow legs. After watchingthe growth for the last couple of years, I decided KW Commercial isthe right company with the right elements in place, and this is the righttime to get on board,” Peldon says. “Beyond the profit sharing, whichdoesn’t exist anywhere else in the commercial world the way it does atKW Commercial, the culture is what attracted me to the company.”A key success factor for Peldon in the current economy has proven tobe his flexibility. He works with clients to help them resolve propertyissues by focusing on alternative ways of buying, selling and financing,and he believes in being brutally realistic with clients about the value ofproperties.“At KW Commercial, it’s a level playing field. No one has to benervous about working with another agent,” Peldon says. “We have awritten pledge. We have a belief system of integrity. We have standards.We are looking for the win-win for all sides of the transaction. Someclients and agents I speak to look at me as if they’ve never heard of thatapproach in a commercial transaction. But that’s how we do it at KWCommercial.” kwC O N G R AT U L AT I O N S !Marvin J. Greenberg, directorof KW Commercial at theFargo-Moorhead (N.D.)market center, has beennamed the regional real estaterepresentative to Wal-Martfor all of Minnesota and NorthDakota. He will market andsell lots owned by Wal-Martin these states. He will also beperforming site selection fornew markets in the region.Keller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 13

“At Keller Williams, everyone is likeminded.Everyone is moving forwardwith the same mission to serve moreclients better ... to be surroundedby people like this is fascinating. It’srefreshing. It’s gratifying."- ROD FORSYTHRod ForsythForsyth on keepingahead of the Calgarymarket• “We make it a goal to returnevery call that comes into thisoffice within 10 minutes. If we’reon an appointment, we answerthe call and ask if we can getback to them within the hour.”• “If the seller’s pricingexpectations are still in 2006 and2007, we gently turn them down.We can’t help everybody. We arefocused on motivating qualifiedsellers. We want to get a dealdone in 60 to 90 days. Buyersare in control of this market.”• “If your focus is client service,there is no sense in having 20 or30 listings priced to where onlyfive of them are going to sell.You are going to end up making20 clients mad. You have to sitpeople down and explain thestate of the market.”CalgaryTAKES IT UPBy Jennifer LeClaireRod Forsyth is used to winning.He’s been a heavy hitter since heentered the real estate world in 1986– and he’s been a member of the No.1RE/MAX office in the world for thepast 10 years.Recently, Forsyth refocused hisdefinition of winning with an eyetoward what matters most. After22 years with RE/MAX in Calgary,Forsyth decided to join Keller WilliamsRealty to pursue a culture that alignedwith his own values: God, family andthen business.“The culture, the systems, thetraining, and the singular focus onlearning how to serve my clientsbetter drew me to Keller Williams,”Forsyth says. “Even though I’ve beenin real estate for 24 years, I’m takingadvantage of the training. I know it’sgoing to reignite my career.”That’s a bold statement coming froma noted dealmaker who ranks in thetop 2 percent of all Calgary real estateagents. Having helped more than 1,400families buy and sell homes, Forsythwas ready to reinvigorate his own brandKEY PLAYER INA NOTCHand to tap into the tools, systems andtraining that could take his career tothe next level.As he sees it, now’s the time tomake a move. Home sales in Calgaryare down. In fact, there were 1,500transactions in September, whichdoesn’t bode well for the 5,500 agentsthere. Joining forces with KellerWilliams Realty is causing him to, as heputs it, “refocus and re-systemize.“At Keller Williams, everyone islike-minded. Everyone is movingforward with the same mission toserve more clients better,” Forsythsays. “To be surrounded by people likethis is fascinating. It’s refreshing. It’sgratifying.""The Keller Williams system iseffective, efficient and predictable. Thisis the only company I feel I should bea part of. The opportunities within thissystem to grow and create your ownoffice and franchise are remarkable.Keller Williams not only helps yougrow – it helps you grow to whateverlevel you wish to go.” kw14 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

RED ALLOVERVision to succeedIn a market that has had more than its share of setbacks,Michael Headley, associate with the South Bay marketcenter in Torrence, Calif., is allabout the defying odds. In theprocess, he’s providing a heftydose of perspective about whatreally constitutes a setback.At 49, Headley has beenblind for the past five years. Hestarted his real estate career inFebruary, when he walked intothe South Bay market center andintroduced himself to Kay Grening,team leader.Kay GreningDetermined not to douseany dreams, Grening called theKeller Williams Realty InternationalSupport Center, and was connectedto other visually impaired real estate agents throughoutthe company who gave her insights on how it could bedone.Headley signed on, got a desk in the market center andstarted his training with the help of devices and resourcesthat perform tasks such as reading documents and emails.He's doing what it takes to sharpen his skills, learn thebusiness and generate leads – knocking on doors, coldcalling or whatever it takes. Grening describes Headley asa “bring light in the office."“That’s why sellers hire us”A note from Jackie Ellis to all members of TheJackie Ellis TeamAs most of you know, we lost a seller today. The wife ofan elderly couple who was planning to move in a fewweeks died in her sleep last night. With no family in town,the husband was in shock and alone with his grief. Tom,hearing the news, rushed over. He sat with his client whilethe funeral home came to take Mildred from her home of20-plus years. And then he stayed for several more hours,comforting, consoling and being present for whatever wasneeded.We never know what needs our clients will have. Itdoesn't matter. We will be there for them.I am proud to know that Tom was there today on behalfof all of us. That is why sellers hire us and buyers allow usto guide them. We are The Jackie Ellis Team. We will beRandom and remarkable act ofkindness in North CarolinaOne morning, Monica Besecker, associate with the Lake Norman– Mooresville market center, was driving to work and noticed awoman pushing a stroller with two small children along a very busyroad. She stopped her car and insisted on giving them a ride. Duringthe ride home, on a 97-degree day, Tammy shared her story:The mother of four children, Tammy’s 5-year-old son has autismand requires 24-hour care. She explained to Besecker that shehad just purchased a used car for $1,500, and the day she broughtit home the transmission failed, leaving her with no transportation.The next day her daughter woke up feeling sick. Without a car,Tammy set out on a one-and-a-half-mile trek to Target.Tammy asked Besecker if she knew of a “clunker”car she could purchase.When Besecker got back to the office, she sentout an email in search of leads on adependable car for sale. A vendor repliedand offered a very generous price onan SUV in great shape. Next, Beseckersent out another email seeking donationsto purchase the SUV. Within five hoursenough money had been raised.So Besecker gave Tammy a call andtold her she wanted to pick her up thatafternoon and bring her to the office. Asthe two approached, a red SUV was parkedout front of the market center, adornedwith balloons and a big red bow! A hugecrowd of people had gathered around,Monica Beseckerand as Tammy got out of Monica’s car, everyone yelled “Surprise!”Monica handed Tammy the keys on a guardian angel key ring andtold her it was all hers.Setting their sights on nothing short of the highest pointin the contiguous United States, (from left) Pat Hiban,Mike McCarthy and David Osborn recently made it tothe top of Mount Whitney and staked a claim for KellerWilliams Realty at the peak.there for our clients.16 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

Dear Team,Do you ever find yourself reading a book andfeel that the message resonates so deeply thatyou could have almost written it yourself?That was my experience earlier this month,when I read Delivering Happiness: A Path toProfits, Passion, and Purpose, written by TonyHsieh, CEO of Zappos.com.It appears that various sectors ofthe business world are starting tocatch on to what we’ve known foryears: culture counts. A workplacethat is filled with joy, purposeand the occasional surprise canabsolutely drive profits.Hsieh’s story is one of believing– believing that Zappos.com wasdestined to become the No. 1ecommerce company in NorthAmerica, and that there was so muchmore to achieving that goal thanmaking money. WhenZappos.com achieved$1 billion in grossmerchandise sales twoyears ahead of its 2010goal, Hsieh credited thefeat to a companywidecommitment to worldclasscustomer service,backed by a culture thatwas all about deliveringhappiness and theemployee education anddevelopment to make ithappen.When I read thatHsieh urges Zappos.com employees to WOW at least oneperson every day, I thought of you,and the extraordinary work that youare doing in your communities andyour market centers – taking leapsof faith, friendship, fearlessness andstill managing to have lots of fun.I thought of associates such asMonica Besecker from the LakeNorman-Mooresville market center,who helped a poverty-stricken singlemother of four one morning, andby that afternoon had rallied themarket center together to come upwith the funds to buy her a reliableused car, which they presented toher that very afternoon. (See pg.16.)I thought about Tom Ellis, fromthe South Bay market center, whocleared his calendar and raced overShaun Rawls (far right) and the staff of thelearning-based, energetic, inspiring, fun andtop-ranked Rawls Group.to the home of his elderly clientwhose wife had died suddenly thenight before, and sat by his side forthe entire day.I thought about some of thepractical jokes pulled by my friendsat the Austin Southwest marketcenter and how the culture, whichBestPlace toWork inAtlanta!seemed to abhor a dull moment,managed to grow the marketcenter from 142 to more than 800associates while I served there asteam leader.I thought about Shaun Rawls andall of the agents and staff at TheRawls Group’s nine market centers,who recently ranked The RawlsGroup the No. 1 Best Place to Workin Atlanta – an honor that Rawlscredits to an environment that islearning based, energetic, inspiringand fun. And of course Ithought of our Minnesotamarket centers – (see page24) awesome!Our Keller Williamsculture is as diverse as the80,000 associates who arestepping up in large, smalland unexpected ways everyday to WOW our clients,our communities and eachother. We may not knowwhat tomorrow holds, butwe do know that whateverhappens, you will beextraordinary.Enjoy the journey,Mary Tennant,President and COOKeller Williams RealtyKeller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 17

FAST TRACKtopTO THEGena PittelkoLuxury Homes by Keller Williams fuels newcomer’s successBy Celesta BrownWhen Gena Pittelko began to rethink a nursing career infavor of getting her real estate license, she had little supportfor making such a drastic change. Her family wondered whyshe’d want to leave the stability of nursing only to enter atumultuous real estate marketplace. Pittelko knew she has whatit took to make it in business, so she set out to prove it.Other real estate companies in Vancouver, Wash., toldPittelko to come back after she gained a year of experience.They underestimated her drive, and how quickly she wouldearn credentials and experience and make a name for herself.The Keller Williams Realty Vancouver WA market centerrecognized her potential from the start. Immediately afterjoining, she went to Family Reunion in Orlando in February2009 and came back to Washington with a head full of newknowledge.She closed 27 deals that year. “I just did what they told meto do,” Pittelko says.In 2010, she decided to take it up a notch and joinedLuxury Homes by Keller Williams. She also earned hermanaging broker’s license and designations including GRS,ABR and CLHM. This summer, she was featured on the coverof REgenerate, the Washington REALTORS® semimonthlypublication.She says she was drawn to Luxury Homes by KellerWilliams because she knew that membership would enhanceher credibility among high-end buyers and sellers, and that’sproven to be the case. During the first nine months of 2009,she closed 20 deals.Pittelko is eager to learn from experts in the industry andisn’t shy about picking brains, taking classes, subscribing toWebinars, and attending as many educational events as shecan.At the recent Luxury Homes by Keller Williams retreatfollowing Mega Camp, she says she absorbed more insights andideas from industry heavy hitters than she could have hopedfor. “Every time I pick up something new, it enhances theexperience for my clients and moves my business forward,” sheasserts.Pittelko got her start in real estate by focusing on expiredand canceled listings, and now she’s shifted that same focusover to the luxury homes market. Her strategy is to get expiredlistings back on the market by showing sellers how the marketis trending, as well as how many similar homes in the area soldin the last month.“When I contact an owner of an expired or canceledlisting, they almost always say that nothing is selling. I listencompassionately to what they are saying and then prepare toshow them the facts about what’s selling. I explain that they18 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

SEEN HEARDANDat the Luxury Homes by Keller Williams’Third Annual Luxury RetreatTed Jones,Ph.D., senior vice president, chief economist forStewart Title Guaranty Co.“The recovery in every recession since 1949 has beenled by a recovery in the housing market ...24 months from now, we’re going to be looking backand slap ourselves for not buying now. There’s neverbeen a better time to buy a luxury home."Bob Satawake,associate, Chicago, Lincoln Park market center“Every 90 days, I physically get in front of everyperson I’ve done a deal with or want to do adeal with. Texting and email are great, but we area people business. People want to physically seepeople, and it validates them when you make thatextra effort.“The greatest benefit of membership in LuxuryHomes by Keller Williams is the people. I don’t haveto worry or do a lot of legwork trying to find the rightfit when I refer a client to a member of this division.”can list their house or they can sell their house, andthat by pricing the home within the market, I canposition them to receive an offer.”Fueled by her success, Pittelko’s career is on a sharpupward trajectory, and she says she often has a hardtime sleeping because she is anxious to get back tothe office and start setting appointments. Her guidingprinciples: time blocking and honoring her schedule,which allows for three to four hours on the phoneevery day drumming up new business and cultivatingpast clients.She stays very connected to her past client base whoare drawn to her warm personality and accessibility. Atthis point in her career, Pittelko says she often spendshours memorizing comps, solds and market data, sothat she can easily converse with clients about what isreally happening on the street – being sure to reach outonce a week with updates.Pittelko has big plans for 2011 – continuing toleverage her membership in Luxury Homes by KellerWilliams and establishing her leadership withinthe upper income sector of the market. With anenthusiasm that has proven to be contagious, she says,“It’s going to be extreme!” kwAnita Rich,associate, Encino – Sherman Oaks market center“You have to have confidence. It can come fromknowledge of the market, how you present yourself orbeing a part of the same sphere as your clients.“My biggest successes have come from reaching outto other agents, understanding the law of reciprocityand realizing that we’re all in this together. Once, I gotthe listing because I made a point to not bad-mouthanother agent. The client later mentioned that noneof the other agents had been so gracious.“Be prepared to think outside of the box. It will beexpected of you.”James Anderson,associate, Santa Monica market center“View yourself among your clients as a concierge. Be inthe center of the action. I once hosted a party at thehome of recent buyers and asked them to invite 10 to12 of their best friends over to celebrate their newhome. I served as the bartender and, in doing so, gotto talk with all of their friends.“I have closed about $22 million in referrals dueto Luxury Homes by Keller Williams. This divisionhas changed my life. When other companies try andrecruit me, I want to say, ‘Do you understand that I amimpossible to recruit? I have an entire national companycheerleading for me and helping me to grow mybusiness. ‘”Keller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 19

Midcourse CorrectioncomfortExitzone;enterunlimiteDpotentialPhoto by: Jeff KragePaul “Papa” Chavez’s career inreal estate is roughly divideddown the middle: the firstseven years with RE/MAX andthe most recent six years withKeller Williams Realty’s St.Charles (Ill.) market center.The difference? A 350 percentincrease in closed listing units,he says, and he attributes italmost entirely to education.“Before coming to KellerWilliams, I was flying by the seatof my pants, winging it on mycharming personality and totallyclueless as to the importance ofhaving listings,” he says.That all changed when hegot to Keller Williams Realty,where he tapped into trainingand started “paying attention topeople who were much moreproductive than I was.”The turning point proved tobe a class on how to take 10listings in 30 days taught byLinda McKissack, regionaloperating principal for the OhioValley Region, he recalls. “Duringthat class, I pledged to do alisting presentation in front ofeveryone in my market center atan upcoming sales meeting.”Fear of following through onthe pledge kept him away fromsales meetings for the next fewmonths. “I was petrified, butonce I stepped out of the boxand was able to do somethingso uncomfortable, it had anincredible impact.“As a result of thatexperience, you can now put mein front of any audience and Iwill not have a problem,” Chavezsays.Now serving as a member ofthe Mid-American’s RegionalAssociate Leadership Council,Chavez travels to other marketcenters throughout the region,conducting training sessions onscripts and presentation skills.kwPaul "Papa" Chavez20 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

DO YOUR CLIENTS KNOW THEDIFFERENCE BETWEEN HAVING A HOME THAT’S“on the market”Share Jay’svideo explanation“Why Some HousesSit While Others Sell”with your clients.(http://bit.ly/inthemarket)versus “in the market”?By Jay Papasan, Vice President of Publishing and Executive Editor, Keller Williams Realty, Inc.Even in the hardest-hit markets, there are still properties thatsell.So the question is, why do some houses sell and others sit?The answer is really simple. In the current market, houses thatare priced competitively and staged impeccably sell. Othersdon’t.The thing that clients need to understand is that justbecause their house is "on the market," that doesn’t mean it is"in the market."Here’s how you can explain this concept to your clients:• The vertical axis represents price. At the top arehouses priced above the current market value. The mostcompetitively priced homes appear closest to the center ofthe chart.• The horizontal axis represents condition and stagingrelative to the competition. Homes that are staged the bestand in the best conditionappear on the left. Themore work a home needs,the further to the right itappears.• The key factor thatseparates a seller’s marketfrom a buyer’s market is thepercentage of inventory thatfalls within either category.In the current buyer’smarket, there is actually arelatively small percentageof homes that are “in themarket” based on botha competitive price andcondition relative to comps.• Houses out of this zone areeffectively out of the market.They are either pricedtoo high or the conditiondoesn’t warrant the list price.• In a seller’s market, whichmay well be the kind ofmarket that your clientsare familiar with, thePRICEleast competitivemost competitivemost competitivepercentage of housing inventory that is “in the market” isconsiderably larger. Prices are appreciating, so even thoselistings that appear to be overpriced today may get pulledback into the market with a little time.• In the current market, buyers hold the cards. With a lotof sellers competing for their business, they can be choosy.Buyers are hunting for deals and steals and won’t givemuch consideration to listings that are pushing the valueenvelope.• Keep in mind that in today’s real estate market, buyersaccess listings online. They can quickly narrow theirsearch to a geographic area and price range. Once theyhave identified that subset of houses, they go througha quick process of elimination, knocking out homespriced at the top of the market and those that are in leastcompetitive condition.• All things being equal,buyers will always narrow theirOnly a small percentage of thelocal market's housing inventoryis priced "in the market."OUT OF THE MARKET(homes that don't sell)IN THE MARKET(Homes that Sell)A BUYER'S MARKETleast competitiveCONDITION AND STAGINGfocus to the lowest-pricedhomes in the best condition.• A buyer may look at sevenhouses, but they will onlymake an offer on one. Yourhouse may have earned ashowing, but if you didn’tget the offer, all you’veaccomplished is that youprovided the buyer witha means of comparison –effectively helping to sell thehouse down the street.As Tony DiCello, directorof MAPS Coaching, explains,“Even though we talk a lotabout ‘buyer urgency,’ it’s‘seller urgency’ that we needto sharpen our focus on.Houses don’t move in thismarket until sellers get a senseof urgency about staging andpricing them to sell.” kwKeller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 21

50PRODUCING TEAMS*TOP*BASED ON TRANSMITTALS RECEIVED YTD THROUGHOCT. 2010. CLOSED TRANSACTIONS IDENTIFIED WITH THESPECIFIC TEAM. CANADIAN DOLLARS CONVERTED TO USD.Name City, State GCI Units1234567891011121314151617181920212223242526272829303132333435363738394041424344454647484950Marnie BennettRushforth TeamExpress Realty ServicesRhodes TeamThe Heller Real Estate GroupThe Belt TeamSue Adler TeamBrandon Green CompaniesThe Monaghan GroupThe Kink TeamMike Clarke GroupThe Buehlers & Associates, Inc.Tricia Fox GroupHome Resource GroupPhilbeck and AssociatesSeybert TeamNoel TeamThe Bouma GroupFabulous Properties TeamThe Ida Terbet TeamThe Kristan Cole TeamBen Kinney/Home 4 Investment TeamBocage TeamJennifer Young TeamGuldi Real Estate GroupMulholland and RossThe Builders Wife TeamKenny Klaus TeamCarol Royse Lifestyle TeamBrenkus TeamPilon/HamiltonBizzy BlondesLegacy GroupPat Hiban Real Estate GroupThe Hardy TeamThe Jan Richey TeamThe Parsons Real Estate TeamMcDormick TeamTommy Pennington Realty GroupThe Graham GroupSzakos & AssociatesJonville TeamThe DeBerry TeamBig City PropertiesThe Battiste TeamStephen Cooley TeamThe Capalbo GroupKevin Blain TeamThe Mark Z TeamZ Real Estate GroupOttawa, OntarioOttawa, OntarioReston, Va.Dallas, TexasSan Diego, Calif.McLean, Va.Summit, N.J.Washington, D.C.Glendale, Ariz.The Woodlands, TexasToronto, OntarioFlower Mound, TexasChicago, Ill.Cedar Park, TexasOrlando, Fla.Henderson, Nev.Santa Monica, Calif.Ann Arbor, Mich.Pleasanton, Calif.Raleigh, N.C.Anchorage, AlaskaBellingham, Wash.Fremont, Calif.Chantilly, Va.Waldorf, Md.Toronto, OntarioPlano, TexasMesa, Ariz.Tempe, Ariz.Henderson, Nev.Ottawa, OntarioMarina del Rey, Calif.Spokane, Wash.Glen Burnie, Md.Prescott, Ariz.Frisco, TexasPasadena, Calif.Palo Alto, Calif.Southlake, TexasSt. Clair Shores, Mich.Camarillo, Calif.Carlsbad, Calif.Plano, TexasKaty, TexasDanville, Calif.Fort Mill, S.C.Manassas, Va.Visalia, Calif.Novi, Mich.Scottsdale, Ariz.$2,933,691.28$2,555,617.73$2,523,621.69$1,778,824.47$1,742,767.92$1,364,618.14$1,286,210.99$1,255,107.53$1,224,543.73$1,196,469.19$1,184,575.60$1,184,358.68$1,168,418.64$1,164,732.88$1,159,163.81$1,149,673.58$1,132,547.55$1,125,015.19$1,099,644.63$1,074,785.83$1,066,611.98$1,046,588.45$1,040,435.62$1,032,975.99$1,026,087.75$1,004,758.74$992,776.88$991,829.91$986,924.85$981,114.11$962,931.14$961,000.22$951,013.41$935,976.15$911,999.08$910,987.49$895,093.31$890,784.04$889,237.40$887,916.18$881,219.51$870,652.71$865,060.97$863,225.16$860,327.64$852,528.94$850,199.78$836,813.92$836,010.99$833,192.252223374922631188779201407133136167126188459372561944913915519614116123973751952282911576620619625268681397381120691472785715812722619814222 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

TOP 10STAKEHOLDERS****AGENTS WITH THE MOST GROWTH AT THE FIRST LEVEL OF THEIR PROFITSHARE TREE YTD THROUGH OCT. 2010.12345678910Name Region Market CenterSusan ForsterBrent MitchellKathleen Rita KellyCorey EdwardsAaron KaufmanPeggy WilsonAdrian BatesAnn Lucia KrauterBruce TrammellJames MartinCalifornia-SouthernTexas-SouthGreater - PennsylvaniaFlorida-SouthSoutheastCarolinasCalifornia-Westside LACalifornia-Inland EmpireMichigan-Northern OhioUtahLa JollaAustin SouthwestMediaPlantationAtlanta - Peachtree RoadSpartanburgMarina/LAWest FoothillsGreater Cleveland SouthwestMidvale-SandyAgentsSponsored36343128272322211919TOPMONEYMAKERS***15***CALCULATED BASED ON ANCILLARY AND TAX-ADJUSTEDPROFIT YTD THROUGH OCT. 2010.123456789101112131415Market CenterRosevilleOttawaAustin SouthwestGreater PortlandThe WoodlandsBeverly HillsAustin NorthwestSummitHeritageHollywood HillsVancouver, WASanta MonicaBernardsvilleBlue BellBedford-ManchesterOPWayne HallJeff HooperMary TennantDottie BoweJudith HopkinsPaul MorrisMary TennantCara MoxleyMark WillisPaul MorrisPatti SieboldRick CunninghamRoxanne FormisanoMichael CampoAlan RiceTLBrent GoveSunny DaljitDiane JohnsonLeanne Barschdorf NicholsDiane FlickerRobert M. AignerGene FrederickDebbie MeckbachCraig OwenGary ReavisBrian CombsColette ChingMichael BrandTodd PolinchockMark MulcahyMCAChris ApsleyDebra BourneSherie PfisterSharon KimballChristopher WebsterMatthew A. KessellLinda TimmermanJoanne MorgenrothAnna ReiswigCarmen GuevaraLaura UphoffDiana SuhJamie KinselJennifer BernsteinDebi LevineAncillary andTax-Adjusted Profit$584,670.36$550,431.15$537,017.35$471,539.64$417,427.96$412,315.45$406,279.30$384,994.62$380,420.65$342,857.38$326,079.78$315,914.40$314,047.16$310,768.21$297,612.78TOPMONEYMAKERS****15****CALCULATED BASED ON KW OWNER PROFIT YTD THROUGH OCT. 2010CANADIAN DOLLARS CONVERTED TO USD.123456789101112131415Market CenterAtlanta - Sandy SpringsGreater PortlandRosevilleOttawaAustin SouthwestBeverly HillsVancouver, WASummitBernardsvilleAshevilleHeritageDFW Metro SouthAustin NorthwestBedford-ManchesterBoiseOPShaun RawlsDottie BoweWayne HallJeff HooperMary TennantPaul MorrisPatti SieboldCara MoxleyRoxanne FormisanoMichael TavenerMark WillisBeverly WellsMary TennantAlan RiceErica HillTLSteve KoutLeanne Barschdorf NicholsBrent GoveSunny DaljitDiane JohnsonRobert M. AignerBrian CombsDebbie MeckbachMichael BrandC. Holly PerryCraig OwenSmokey GarrettGene FrederickMark MulcahyCarla ThompsonMCAKenneth GardnerSharon KimballChris ApsleyDebra BourneSherie PfisterMatthew A. KessellLaura UphoffJoanne MorgenrothJamie KinselEllen DumaineAnna ReiswigHolly SerbenLinda TimmermanDebi LevineBarbara Jo ChartersKW Owner Profit$459,960.30$424,619.69$417,096.11$414,985.65$404,871.58$381,759.33$317,982.51$316,510.59$299,127.16$293,173.27$287,188.78$287,010.77$286,020.67$284,784.00$263,481.17Keller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 23

KellerWilliams Realtytakes top honors asBest Place to Workin Minnesota!“I knew we were the top place to work, whether we were recognized or not.What I saw was an opportunity for our company and our agents to share withthe public how passionate we are about Keller Williams Realty.” -Perry HurthMAGNIFICENCEIn Minnesota!By Laura PriceDon’t tell associates in the Keller Williams Minnesotamarket centers it’s a tough market. On the map as oneof the fastest-growing companies in the state, associateshave set the record straight, voting Keller WilliamsRealty the best place to work in the state, according tothe Star Tribune’s Top Workplaces 2010.The annual survey, conducted byWorkplaceDynamics, invites companies to nominatethemselves, and then it asks employees to ratetheir company based on several factors includingappreciation, financial solvency and confidence inleadership.With results that far surpassed anythingWorkplaceDynamics had ever seen, Keller WilliamsRealty catapulted to the top of the list – beating outentrenched Minnesota companies such as General Mills,Target, Best Buy and 3M – winning the top spot fora private company and No.1 among all participatingcompanies.“I think people feel a sense of family, camaraderieand pride in their organization here at Keller Williams,”explains Todd Butzer, regional director of NorthCentral. “They know that we are continually workingto improve their businesses through the best training,education and support in the industry and thisrecognition is proof.”A BIG WIN-WINGetting into the survey was simply a matter of chance.After Perry Hurth, team leader of the MinneapolisLakes market center, saw a small advertisement on theStar Tribune’s Website, he decided to nominate KellerWilliams Realty. “I knew we were the top place to work,whether we were recognized or not. What I saw was anopportunity for our company and our agents to sharewith the public how passionate we are about Keller24 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

Agetns and staff from Keller Williams Minnesotamarket centers gather to celebrate their big win!Photo by The Photograper's GuildWilliams Realty.”Hurth informed Minnesota’s 14 other market centersabout the survey and they eagerly jumped on board.Recalling hearing the good news that Keller WilliamsRealty had taken top honors in the state, he says, “I startedcrying. You couldn’t have told me better news. For a thirdparty to come in and validate our business model and valueproposition – something we are extremely passionate about –was incredible.”“We are very excited!” adds Allison Koepke, team leader ofthe Eagan market center. “It makes it incredibly fun to go towork when you work in an environment where everyone hasa pay-it-forward attitude and people care about each other.”“I absolutely love working for this company,” says CalvinMergen, regional MCA at North Central. “We’re always onthe cutting edge and looking to improve in every area ofbusiness. We get to come in and bring our ideas to the table,which has opened so many doors to new opportunities,” hesays.LEVERAGING THE LOVEThe public response has been overwhelming, and the impacton business has been nothing but positive. The Star Tribunepublished a big article announcing that, even in a tougheconomy, Keller Williams Realty’s 14 market centers in thestate rank as the No.1 place to work. And given the currenteconomy – in which it’s rare to find happy people in anyworkplace, much less one that specializes in real estate –KW's recent ranking is resonating throughout the state.Associates and staff are proudly sporting T-shirts that read:“I Helped Build the Best Place to Work in Minnesota,”Hurth adds. “We created fliers and postcards for our agentsto use in their listing presentation.”Even more powerful is the opportunity to use the “BestPlace to Work” logo on any company marketing material,which increases visibility of the company’s value propositionamong new talent in the marketplace.“The energy is so high here,” notes Hurth. “We’re justhaving fun!” kwKeller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 25

Linda Kepple and Steve GreenFRIENDS INDEEDPeoria agent taps North American network of family and friendsBy Elizabeth MillardEven though Steve Green is not currently able to keep up withthe work of a full-time agent, he regularly stops by the Peoriamarket center to express his gratitude for everyone’s support andto catch up on the events of their lives."He's our inspiration," says Linda Kepple, operating principal."His attitude is phenomenal, and he can't wait to get back towork. He's so touched and moved by the help he's been given,and he never misses an opportunity to express that."Green was one of the first to join the Peoria market centerwhen it opened in 2006, and worked for Century 21 foreight years before that. In early 2010, he was diagnosed withesophageal cancer at age 42. His treatments took away hisstrength, his voice and his ability to earn an income. As the billsmounted, Kepple suggested applying for a KW Cares grant,which provided some much-needed financial relief. At the sametime, the market center rallied around him in a major way,holding a "Steve Green Week" that included a huge garage sale,a silent auction and a fundraising luncheon. Among the keymoneymakers at that event: a booth where anyone could throw awhipped-cream pie at Kepple for $10. "Everyone had really goodaim," she says, laughing. "Next time, I'll make it $25."In addition to the financial support, agents have been pitchingin to help Green with his business.He says, "I'm forever grateful for all the people at KellerWilliams who I work with, and also the Keller Williams peoplethat I don't get to see, because they've all helped me throughoutthis whole thing. I'm thankful to each and every one of them.I've been extremely surprised and very touched at how mucheveryone has supported me, and all I want now is to pay itforward as much as I can." kw26 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

Risk ManagementYikes!Is my hand in theWhat you should know about the HUD interpretive rule on fees from home warranty companies?By Avis WukaschWRONG pocket?In July of this year – along with many other rules,interpretations and changes to our business – the Departmentof Housing and Urban Development (HUD) issued aninterpretive rule regarding how the Real Estate SettlementProcedures Act (RESPA) applies to home warranty companiesconcerning marketing fees paid to real estate brokers andagents. The National Association of REALTORS® (NAR)wrote a letter to HUD in which it attempted to make thepoint that home warranties are not a settlement service andshould not, therefore, fall under Section 8 of RESPA. At thiswriting, HUD has not responded.What does this mean? Nothing, unless you and/or yourmarket center receives fees for handing a brochure orbrochures to a client from a home warranty company and thenreceive a fee for this act alone. This rule only applies whenthere is a “flat fee” arrangement between brokers/agents and ahome warranty company predicated on a per-transaction fee.According to the rule, payment of a fee to a broker/agentwill not violate Section 8 of RESPA if the services performedby the broker/agent are “actual, necessary and distinct innature from the primary services you provide to your clientin the transaction.” If you are performing actual, necessaryand distinct services from your primary services and expectto receive a fee from a home warranty company, then the feemust be reasonably related to the value of those services andnot just a flat fee for referral of business.What is the bottom line on this? If you or any agents inyour market center are receiving fees from home warrantycompanies, this is a red flag! Consult an attorney specializingin RESPA to advise you about this practice. kw"If you or any agentsin your marketcenter are receivingfees from homewarranty companies,this is a red flag!"Avis Wukasch is team leader of the Round Rock (Texas) market center. Having recently been ranked among the 100 Most Influential Women in Real Estate,Avis currently serves as a commissioner for the Texas Real Estate Commission and is the immediate past chairman of the board for the Texas Associationof REALTORS®. On the forefront of regulatory issues affecting real estate professionals in Texas, Wukasch is certified to teach continuing education andprelicensure classes on agency, marketing, law and contracts.Keller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 27

Referral ResourcesMeet me in St. Louis!Recognized as one ofthe top 25 Real EstateAgents in St. Louis!Member of Gary Keller’sMastermind Group!Anne@StLouisHome.com 314.965.5000I look forward to serving you and your clientsthat are moving to the St. Louis area!www.StLouisHome.comGET THE INFORMATION EDGE!KW Market Navigator: Vision and Opportunities 2010sets forth Gary Keller's vision for the real estate marketand KW Research’s market-leading studies.This new book can power marketing, consultations andnegotiations forward by broadening your perspectiveand sharpening your expertise.The inaugural edition has a cover price of $49. Due toits strategic significance and the help of our friends atOfficeMax, we are making it available to Keller Williamsmarket center leadership and associates for $5 per copy.To place your order, go to (http://kwu.kw.com/kwu/marketnavigator).28 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

Referral Resources*Call Mike on allShort Sales and REOsAGENT TO AGENT MARKETKeller Williams Realty’s Agent to Agent Marketcelebrates the entrepreneurial spirit of real estateagents by giving them a forum to share their productsand systems with the entire real estate industry.Masterminded by Keller Williams Realty co-founderGary Keller and President of MAPS Coaching DiannaKokoszka, Agent to Agent Market is truly a marketplacethat is built by agents, for agents.To see if your entrepreneurial project would be right forAgent to Agent Market, email us at agenttoagent@kw.com.Keller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 29

GRACE, DIGNITY AND LIFELESSONS IN UNEXPECTED PLACES.Superstars:My dear family,This October, I had theprivilege of hostingour company’s regionaldirector’s meeting at my newhome in Edmond, Okla.One afternoon, as a group, we toured a placethat is very near to my heart: the OklahomaCity National Memorial & Museum.Despite the many occasions that I havevisited this hallowed ground, I never ceaseto be moved beyond words by the extent ofthe destruction that hit so close to home andthe depth of the beauty and dignity that hasemerged from the rubble.I’d like to devote my final “MoMentumCorner” of 2010 to a letter that Shaun Rawls,regional director of our New York Tri-StateRegion and operating principal of The RawlsGroup, sent to members of his team the dayafter our tour.Bless you, Shaun, for so eloquently sharingyour experience and your perspective with us.Visiting this memorial reminded us howprecious our loved ones are to us, and as weenter into the holiday season, my prayer foryou is that you will open your hearts to all thatyou have to be thankful for. May you and yourloved ones be blessed beyond compare withshared times of love and laughter.Last month I had the pleasure of attending the OklahomaCity National Memorial & Museum, honoring the victimsof the bombing of the Alfred P. Murrah Federal Buildingthat occurred on April 19, 1995. It was, perhaps, the mostimpactful memorial that I’ve ever visited, and I highlyrecommend that you put it on your “to-do list” of places tovisit.There was so much to take in during the tour that tries torecreate a morning that started like any other and ended likeno other. The actual memorial that’s constructed in placeof the Murrah Federal Building’s setting beckons feelingsof reverence, peace, humility, respect and pride. Part of thepower of this memorial comes from sitting on a stone wall,in front of the reflecting pond that separates you from thefamous lawn of bronze and glass chairs that sit in honorof each and every victim of the bombing, while a U.S.Park Ranger tells you all about the bombing and how thememorial came to be, and what every aspect of it means.I think that one of the most important ingredients inthe power of this memorial is the U.S. park ranger and hisobvious love for what he does for a living. To look at him,he is very unassuming, wearing a Park Ranger’s uniform,complete with the “Smokey Bear” hat. I peg him to besomewhere between 25 and 30 years old. Yet, when he startsto speak, he captures your attention with a spirit that heclearly feels honored to be addressing you. Every word hesays commands your full attention. He makes the bombingfeel like it happened just the other day, and he makes theentire memorial come to life by explaining how every littledetail of the experience has a distinct, thoughtful andpowerful meaning. He also makes you feel wonderful aboutall of the good that exists as a result of such a tragic event.As I listened to him, I couldn’t help but wonder howBless you!Mo Anderson,Vice Chairman,Keller Williams RealtyKeller Williams Realty executivesand regional staff at the Oklahoma City National Memorial& Museum, honoring the victims of the bombing of the Alfred P. MurrahFederal Building that occurred on April 19, 1995.30 outfrontNov./Dec. 2010 • vol. 7 no. 6Keller Williams Realty

The heroes of this market will be those of us who keep our eyes on theprize, and who harness the emotions of the market with compellinglogic, which will require compelling scripts and dialogues.- Shaun Rawls, Atlanta, Ga.many times he has delivered the exact same presentation.Hundreds? Maybe even thousands? Throughout his 20- to30-minute presentation, he never said, “um.” It was presentedwith the skill of a Shakespearean actor on Broadway,passionately delivering every line. He was obviously notwinging it. And I got the feeling that the confidence he hasin delivering the lines of his presentation allows him to focuson wrapping emotion and tonality around each word, in orderto create the perfect mood for us to absorb the magnitude ofwhat we were experiencing. It was beautiful.He was coming from a place of love and contribution– love for what he does for a living and for his desire toenhance our experience with his level of skill in telling such ahistoric story.If you’re wondering what this has to do with you, theanswer is, “everything.” The way you present yourself toeveryone you encounter can be impressive or oppressive,inspiring or boring, sharp or dull, profitable or not profitable.Knowing and mastering your scripts will help you help yourclients, which, in turn, will help you. Raving fans are notcreated by people who don’t love their job and who lackthe confidence to see opportunity in difficult times. Ravingfans are created by people who can verbally create a visualthat bridges the reality of today with the possibilities oftomorrow. They are created by people who can take theirclient’s problems and turn them into past problems, peoplewho can shine a flashlight on the pathway to freedom,security, peace, prosperity and equity. Raving fans arecreated by people who enthusiastically come from love andcontribution. They are created by people who surprise othersby exceeding expectations.That’s what you and I do every day. We swim against thetides of mediocrity, making sense of the market and findingthe people who are smart enough to listen and take actionthat will benefit them and their families.How often are you picking up the phone and surprisingyour clients with compelling opportunities? Once aweek? Once a month? Once a year? Are you properlycommunicating the opportunities of the market to peoplewho come through your open houses, to your Website andto your investment seminars? Are you cultivating your emaildatabase, your advocates and wealth determiners?The heroes of this market will be those of us who keepour eyes on the prize, and who harness the emotions of themarket with compelling logic, which will require compellingscripts and dialogues. Make your presentations count.Remember that every interaction you have is an opportunityto present well and change your future, or not. It’s yourchoice.You can choose to find opportunities and then find thepeople who are looking for those opportunities, or you canfind people who are looking for opportunities and then findthe opportunities they are looking for. Either way, you have toget good at skills and scripts.If a U.S. park ranger cancreate raving fans, you can too.If you don’t, someone else willShaun RawlsYour No.1 Fan …Shaun Rawls,Regional Director of New YorkTri-State and OperatingPrincipal, The Rawls GroupKeller Williams Realty Nov./Dec. 2010 • vol. 7 no. 6outfront 31