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S1 EP29 | Creating Certainty In Uncertain Times

Show Notes:

Focus Discussion of the Week:

Did you miss the Lasso’s latest webinar featuring Matt Riley, Chad Sanschagrin, and Dave Betcher? Then tune into this episode of Building Perspect to hear the experts discuss “Creating Certainty in Uncertain Times” as the world deals with COVID-19, better known as the Coronavirus.


Two thought leaders come together to explore all things sales and marketing from their unique perspectives. Each week, Mollie Elkman, Matt Riley, and others from Group Two dive into a focus discussion to talk about the latest trends, changes, and best practices.


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Two thought leaders come together to explore all things sales and marketing from their unique perspectives. Each week, Mollie Elkman, Matt Riley, and others from Group Two dive into a focus discussion to talk about the latest trends, changes, and best practices.

Chad: Yeah. Thanks. Thank you. And I think that what’s, what’s interesting is that I think this is what you, you need more of. I think we, I just said, before we got on the call, that over the next two weeks, there’s going to be more content consumed than ever in the history of the internet before.

Yeah. And that’s simply because people are going to be tied to the music and be tied to the phones. They’re not going to be able to go to the gyms or the restaurants as much as they were. They can’t go. There’s no sports on TV unless you want to watch reruns of like the bowling championship from like 10 years ago.

There’s nothing, 

Dave: and we do, 

Chad: of 

Dave: course, we do.

Chad: Well, what you’re going to be, what you, you’re going to be one of two categories. You are going to be a content consumer. Or a content creator. And my thought is everybody has something to contribute and having something to create. And so we should make sure that we’re taking it in, but then we’re given it back out.

So I think that having a conversation today around how to create certainty is just, I think it’s what we need. And, obviously Dave and Matt, two of the industry superstars, to be here with you, I have a lot of gratitude for it. I want to kind of have a conversation real quick. So Matt, give me some things that right now that as an, as a society we are dealing with.

So we got coronavirus what else is happening? Tell me all the things, all the things that are kind of happening around us. We got coronavirus where else we have. 

Matt: Well, it was Saint Patty’s day, right? We had Saint Patty’s day. That’s 

Chad: okay. 

Matt: But also we have a. The most historically low interest rates. 

Chad: Yeah, we’ve moved the positives, right.

Low interest rates. Right. What else? The negatives gimme that gimme the perceived negative. The negative. 

Matt: The negatives. Negatives are going to be the stock market crashed. Right. And I had to take a couple of timeouts, so somebody had to go send it in the corner to think about what it did. 

Chad: Perfect. What else is dr Mark crash.

What else? Dave, what else do we got? 

Dave: Well, if nobody’s able to converse with each other in, in larger groups, so we’re missing a lot of that personal connection that we still become accustomed to. Our day to day lives have been changed. We are not able to buy things in the store where we just become so accustomed to that on a daily basis.

We’re not able to cost the border. we’re 

Chad: not able to. 

Dave: we’re, we’re, we’re having to deal with a self quarantine. Depending on 

Chad: what we do, 

Dave: who we associate with. So there’s a lot of uncertainty that, 

Chad: Oh my gosh, and think about it. I’m saying the oil prices are dropping the way people buy, all those things, weight, people communicate, everything’s changing.

And all of that is happening except for the, except for the bias itself. Everything else is because it can be attributed to one thing, and that’s uncertainty. The markets collapse dropping because of uncertainty, oil prices on, people’s way. They communicate with each other. Uncertainty, trips being canceled, uncertainty.

And w we have to realize as, as leaders that it is incumbent upon us. We have a moral obligation to be the beacon of certainty for our people because that’s where people need, people need certainty right now, not more uncertainty. But in order to understand that, we have to understand that there’s different levels of certainty.

There’s different types of certainty. And so we have to understand exactly what people are dealing with as far as, certainly this, there’s, for example, math, there’s rational certainty and rational certainty, a certainty where it’s justified based on reason and evidence, right? So there’s a reason that balance and justify by verifiable evidence, right?

Not my thought. And then there’s irrational certainty. And that’s where I base my certainty on a feeling. Or instinct, but without, without any evidence. Does that make sense? You probably there. Yep. So we have, we have to understand what sort of type of certainty are we dealing with. I had an example. I had a client, well, I was on a call with them and they said, this homeowner bought a home 10 days ago and they canceled.

They came in and canceled, and the salesperson said, you know, was was really good. And tried to keep them in, but said, Hey, you know, you’re going to walk away from a $25,000 $20,000 deposit. And they’re like, yeah, okay, I understand that. But you know, the stock market’s crashing and we just don’t have when I have the money to pay it.

And so how do you respond to that? Well, in order to change somebody’s view, that’s rational certainty. If I’m a buyer, let’s see, the stock market crashed and it’s reasonable for me to say, Hey, I’m afraid. But as a salesperson, as a industry leader, we have to combat that with more reasonable certainty. And if you think about this, Matt.

What if I told you less than a couple hundred years ago, the smartest people in the world thought that the earth was flat. Right?  you want to get one now? It’s laughable, right? But then it was the slap. Well, what made people change their mind? What made people change their view? Their certainty level. The earth was flat.

What? What? What changed facts? 

Dave: Facts and proof. Yeah. 

Chad: Facts and proof, right? So any change, the reasonable certainty. So, so now. Oh w what we have to do is we have to provide new facts, new certainty level. So these people that we can’t deal with absolute certainty because that you will lose credibility. But how are we, how are we paddling in, in, in rational certainty?

Because that makes sense. You’re with me on that day. Like we have to figure out how do we, how do we do this? So for an example, I said, well, a conversation that you could have with that customer is. Hey, listen, I completely understand that and it’s completely reasonable thought process, but let me give you a different perspective.

Right now, we’re having a financial collapse, not because people don’t have money. Actually, most companies are very well capitalized right now, and most families have money in savings, right? There’s certainly not everybody, but most. And so what’s going to happen? What could happen. Is four or five, six weeks from now, all these people doing cooped up are going to go out or go back out into the world, and interest rates are going to be unbelievably still historically low, and they’re going to make a mad dash to buy homes.

Now what happens, Matt? Everybody in six or seven weeks goes and tries to pull the trigger on this home. What’s going to happen to home prices 

Matt: way, way up. 

Chad: They’re going to shoot up, right? Yep. Not only are they going to shoot up, but construction time is going to fall back, cause you can’t, you’re not gonna be able to build all those houses fast enough.

So now, mr and mrs. Customer, the same reason you wanted to buy the home 10 days ago, it’s still going to be there, but now you’re going to be paying more, getting it, not getting it back for a longer period of time. And Oh, by the way, you’ll be down $25,000 on top of that. So our job is to give reasonable certainty to people not.

Not to accept they’re their, they’re irrational strategy, but give them more reasonable sort of, what’s your thoughts on that? Does that make sense? You agree with that, Matt? 

Matt: Oh, absolutely. People buy things, especially the large, when it comes to the largest purchase of their life, it’s an emotional purchase.

So emotion propels the action, right? So emotion propels the purchase forward, but as PR is backed up by facts. And the same thing works in the opposite, right? So emotion, we’ll make you back away from something because of that fear or uncertainty, but only the facts of certainty will bring you back to center to say, you know what?

This is absolutely the right decision for us. 

Chad: Yeah, yeah. Yeah. And 

Dave: a lot of times we have to resell at that point in time and we have to provide assurances. We also have to provide a little bit higher level of empathy. I find and understand people’s individual situations. And in many cases, we may have to work with those.

with our customers to help 

Chad: them through, 

Dave: whether that help is through, financials or, waving of, of some fees or prolonging, payments, those kinds of things, which, which we need to hang on to every, every. Customer that we have, we really need to make an effort. And, you know, having churn within, within our client base and, and having product come back onto the market is not doing anybody any good.

And, and just looking at the cost to resell a specific home or software or, regain a client that, that we launched. the effort. That we need to put in to that is sometimes exponential over what we could have done with a client to hang on to them in the first place. So I think just having a much higher level of empathy for our customers, really listening to them and working with them directly in a lot more of a personal type of level is, is 

Chad: going to be much more important.

Yeah. And this is, I, I think that, I’m glad this is recorded cause I think most people should go back and listen to exactly what you just said because I think that’s really, really key. This is about, I don’t think, I don’t think for me personally, I don’t think I’ve ever seen. Well, not since. Not since the weeks and months following nine 11 have I seen a society come together more?

Now? You find what you folk, you folk, you find what you’re focused on, right? So you know the idea that you could say, well, they have chat. People are killing each other for toilet paper and they’re doing, if you could look for all that, but I see way more acts of good and people coming together. Then I do the other.

Right. But so we have to provide that empathy. We have to provide the understanding of understanding what somebody’s honestly going through. I think part of it, I, I have twin 15 year old daughters. And their world right now is in a, is in an absolute state of chaos. And what I mean by that is they, their school has been canceled, right?

They’re going to do virtual learning for the next, you know, three weeks, four weeks, I think is what the school said. Then their spring sports are being canceled. Their, their mission trip this summer, they were going on a, on a strip with the school this summer to Spain. Canceled. So 15 year old kids. Now, people would say, well, Chad, there’s people, this isn’t a comparison thing.

This is in their viewpoint, their, what they see is, is chaotic. Imagine if their leader of their, I’m their leader, I’m their father. I’m the beacon of certainty. Imagine if I handled it this way. If I said, yeah and listen, listen, Dave, shit, shit’s crazy. I’m this. That’s a mass. McKenzie shit’s crazy. And it could get worse and it’s got, you know.

You haven’t seen anything yet, girls, this is, I’m saying you could end up losing your entire summer vacation. You could, and I started pedaling in that irrational uncertainty. If I started having conversations like that around them to them, what do you think would happen to them, Dave? What do you think the world returning to.

Dave: Well, I think it would the, it 

Chad: would 

Dave: perpetually spin further and further, having uncertainty. And it creates a lot of chaos and stress in a person’s life as well, regardless of, of, of where you are in your life. If you’re a child, if you’re, if you’re a young adult, if you’re just entering the workforce, I think there’s a lot of uncertainty and, and, and we see that now.

Chad: So. 

Dave: But you’re, you’re bang on chat and there’s so much information that’s coming in. whether it’s on Facebook, Instagram, Twitter, I mean, there’s just so much information that’s coming with us. Some of it is actual, 

Chad: some of it is, is, 

Dave: is not. 

Chad: And I think we just need to be able to 

Dave: have a, have a, a little bit of a filter, but you’re bang on that.

You have to provide a lot more confidence with the people that you’re closest to you. 

Chad: Absolutely. Do. It’s, it’s huge. And, and cause this is where I believe to be true. And I don’t mean this is any disrespect to any human being, but I think it’s us as human beings, the way we’re wired, when we get uncertain, we get slow and we get stupid.

We get slow, we get stupid, we can’t make decisions and we’re slow to make the decision. We like the decisions we’re going through. So let me give example, like I want to go out for dinner with my wife and we, there’s, we will literally drive around for 20 or 30 minutes and we can’t decide on a restaurant, even though there’s 300 of them around us.

I can’t tell you how many times we’ve gone out to dinner. We don’t know where we want to go. And all of a sudden. We ended up going back home without having eaten dinner. But if I went out and I said, Hey, Kim, listen, we can eat at Chili’s or we can eat at red lobster, right? I’ve given them options and their certainty level.

We’d see it all the time. Decision fatigue. Well, uncertainty is the killer of urgency. Uncertainty is the killer of urgency. We can’t afford for people not to be urgent. So how do we map? How do we as human as leaders, sales leaders right now, how do we one, provide certainty for ourselves. Right? So that we can then give it to our customers and we can get it.

We’re going to get in a couple of minutes of some tactical ways had deliver certainty, but how do we as individuals, sales individuals right now who most of us work on a hundred percent commission, most of us, we’re having a great first quarter and all of a sudden it’s looks like it’s in chaos. How do we fill our cups up first so therefore we can give to our customers, our prospects, our loved ones, whoever.

Matt: Yeah. First I can only speak for me and what I do. What I like to do, cause I think what you just said. It’s critical. We have to fill our own cups up first with that positivity and certainty ourselves before we can go pour that into other people’s cups. And we have to make sure as leaders, that our head is wrapped around the direction that we’re going, what the game plan is.

And a lot of times as a leader of a company, as a leader of an organization, as a leader of your own soul, just a social circle. Uncertainty really comes from not knowing what to do next, not understanding what decision or what direction we have to go. in general, that could be an any decision or anything that comes up, not necessarily what we have in front of us today.

But that feeling of frustration or that feeling of confusing, of confused meant not knowing what to do really, or of which direction to go, really means that we haven’t formulated a game plan and an action plan yet. And once for me, once I get my head wrapped around that. Then things clarity comes, certainty comes, we can start having good, positive, productive conversations and start getting good direction and, and making a positive impact on everything around us.

Chad: So, so true. I think this is really, really important because I think this is where most of us will will fall or this would, I think this is the toughest part and it isn’t. We’re not wired for this. All right? I put, I put an article out this morning on LinkedIn that we are so hardwired for connection that this is going to be, I believe, one of the toughest things that we as humans have ever done because.

To be self contained, right? Even if it’s, Hey, I’m going to be self contained with my wife and my two daughters who I love more than anything in the world, but even that small group, I’m not wired that way. I’m wired to travel in packs and so it’s going to be really, really hard for the next 14 days, 10 days, however long this lasts to be self, self contained.

But we have to understand a lot of it. Yeah, we, we, for me, I saw it this weekend, wasn’t, I’ve ever seen anything where I see people who, their industry, their livelihood depends on us getting through this and getting over this right. And on certainty our whole livelihood’s Montessori. And I see them posting on Facebook, things that are so uncertain, so divisive.

So, and you’re, you’re, I interviewed a guy on my podcast and Chad Roy, amazing individual, and he said, your tongue is your rudder. You’re telling me is your honor and what you speak is what will come to fruition. So if you’re bringing that negativity, if we’re bringing that uncertainty in, that’s going to become your, that’s where you’re going to end up yelling.

Let’s start with what are the, what are we saying to ourselves? How are we, we dabbling in the rational sort that the irrational. Does that make sense, Dave? You agree with that? Like, you have to be really mindful. We’re putting in the world. 

Dave: Yeah, I, I totally do chat. And a lot of it comes down to being educated ourselves, doesn’t it?

It really comes down to getting information, be able to format it, and then be able to, to state that information to the people around us in a positive manner. but I, I, I get so much intake. Of negativity and uncertainty that I think we need to be able to filter that. And as leaders within our own families, within our own companies and within our own, our own industries, it’s really reliant upon us 

Chad: to be able to filter the information 

Dave: and to be able to speak a positive voice.

and it’s just, just so imperative that we ourselves are, are actually educated and not looking at rumor hearsay. falsehoods that, that we’re getting in. 

Chad: Yeah. And I love this. 

Dave: That being said, Chad, we really need them to pass that on to our customers, our families. And you know, it really starts at, at, at home, right when you’re talking about your daughters and, and, and our own families.

And certainly we all have family around us now, probably more so than, than ever. Right. That it’s just, it’s really important that, that we’re able to share the positive message. And I don’t mean to put a Rose covered glass on this because this is certainly a, a terrible time for, for everybody. But at the same time, this also does provide us, if we kind of segue back into a sales realm just for a moment, the certainly does provide us with an opportunity that I know.

A lot of people are not taking. And I think by showing leadership, empathy, patience, creativity, it gives us a lot more opportunity to build the relationship that we as salespeople, as sales leaders, put the number one value in. And that is the relationship. So although we can’t have a personal relationship right now, we can maintain it.

And I know a lot of our competitors are not doing that right now. 

Chad: No, go ahead, Matt. 

Matt: No, I think when we talking about, as we’re talking about creating that certainty, and we were talking about from the, from the sales perspective and from our team’s perspective and the people that we work with and around, in order to, if someone is uncertain, whether it’s a customer, whether it’s a team member, whether it’s your spouse or your kids.

How do you go about making sure? Well, it just be a matter of changing someone’s mind in general or taking uncertainty  and making and creating certainty from it. And that is. The human element. You have to, we have to acknowledge first we have to acknowledge that someone feels a certain way. And if we’re talking about making sure we’re staying in contact with our backlog and with our prospects and those types of things, and if you’ve got a customer or yourself or your teammates  they’re feeling uneasy about something.

Having just this canned response or this email blast that you send out. Is not going to help create certainty. It’s, it’s going to harm it because there then the BS meters going off right there like this, this person is not thinking about my best interests. They’re only protecting X. So we have to acknowledge what someone’s feeling and then talk about that because think about it.

I mean, if you, if you have kids or what first thing, if you just ignore what they’re saying. Then they’re going to ignore what you’re saying. 

Chad: Yeah, yeah. So to if this, in the absence of like, I see, you know, I, this is what I foresee happening. I think unfortunately with a lot of the average sales people, and listen, if you’re on this call, you’re not an average cause you’re already investing in more or you’re trying to figure out more.

And so, but I think what’s going to happen with a lot of average salespeople is they’re going to be afraid to call their customers. They’re going to be afraid to, and not having the conversations. Listen, it comes down to this very simply. Every interaction or not interaction you have with the customer or prospect, a loved one, whoever you’re either adding certainty or taken certainty away.

That’s it. There’s no in between. So if I, so right now, if I’m not calling every single prospect that I’ve been working with, every single buyer that I’ve been working with, every single love one, every single, if you think about trade, if you’re a superintendent. Most of the trade labor that we have, these are family run companies.

Now, there are some big companies that use larger companies, but those people are uncertain. Well, how’s this going to affect me down the line? I’m saying, you may run have a major shortage of painters six months from now, three months from now, because they couldn’t stay open, right? We have to provide certainty to them.

So where are the adding certainty would taken certainly way. And when we understand the power of that and understand that your customer right now, Matt. Somebody that is one of your customers. If we’re not personally reaching out and having a conversation with them, well, we’re pumping them full of certainty, I assure you.

Somebody else is going to, somebody else is going to, or they’re going to go looking for certainty. People are going to have a lot of time on their hands right now, and this is going to be a gut check to who really is beside me, who really is a trusted advisor and who really is a vendor. Vendors are going to be cut.

Trusted advisors will be held on to and embraced. Would you agree that day? Yeah. 

Dave: I really see it as a partnership chat and it’s really the partners within an organization are going to differentiate themselves rather than the vendors of an organization. And as we’re talking right now, you know, I’m just thinking about myself.

What are the things that I can do today to provide certainty to our customers and to our clients? Anybody who I was. Working with, what can I do myself now that I have, you know, I’ve done a little bit more time. I was supposed to travel today. so now that I have a little bit more time, what can I do to make an impact on their lives?

And it may not be a financial reward. Today. But what it does do is it provides that stability for me in the future. And I think that’s something that we really have to have to look at. You know, one of my least favorite things, and it’s, it’s an expression, is stepping over a dollar to pick up a dime, sorry.

Yeah. Stepping over a dollar to pick up a dime and really looking at a short term win compared to the longer term gains that we so rely on. And.  

Chad: there’s 

Dave: just so much opportunity to pick up those dollars, but it’s not gonna happen today. That’s the one thing to keep in mind, but there is so much more opportunity to build those longer term relationships that we rely on.

So people are there for us. 

Chad: Yeah, man, I love that. This is I S I’ve seen, I just saw an article the other day, I think it was yesterday, about this guy who bought all the antibacterial soap and all the, all this stuff on Amazon. Right? He reported it. Right. And Amazon shut it down. They’re like, you can’t sell it.

Right? And it’s because your intent isn’t right. Right now. Your intent has to be, I think your intent always has to be broad. I have a very strong faith and my faith tells me that my. I have a moral obligation to contribute to the wellbeing of others. And I put that intent first. Now, am I fallible? Of course, but right now people are going to be looking for what is your intent?

So if I’m calling a homeowner, is your attempt for you, for me, as a, as a prospective buyer to comfort me? Was it for you to try to upsell me? Is it for you to take advantage of me and the people with the wrong intent? They’re going to be exposed. I assure you are going to be exposed really quick. So if you’re, it’s, Hey, I want to reach out to you because I know that you are probably going through some uncertainty right now and I want to give you empathy.

I want to give you love. I want to give you a certainty because it’s the right thing to do, not because I want to try to line my pockets now. The sales will be a will be a result of your empathy and your intent. They’re not. Does that make sense? You read them at like, that’s the result. You could have great results right now if you have the right intent and the right empathy for what people are dealing with.


Matt: Without question, with intent. All the sales is it with good intent? The byproduct, the ancillary effect of good intent is always going to be rewarded with the sales on the other side. 

Dave: Without a doubt. 

Chad: Yeah, no question. And so what are some ways, like I think, I think one of the ways, like let’s say, let’s say people are going to telecommute, like I think a lot of the things you have to change right now, and this isn’t business as normal.

I think anybody who tells you business is normal is misleading you. This is business in the new normal. But this is business in the new normal right now. The way we’re communicating right now is going to be the new normal for a little bit, and so right now, this isn’t about cancellation. If somebody is, let’s say you had an appointment with somebody tomorrow.

Well, you can no longer get to them. They can no longer get to you. I don’t call and say, Hey, listen, I know we have to cancel because you can’t come to the model home. It’s, it’s conversion, not cancellation. So I’m converting them to a face to face. So Hey, listen, man, I know we were supposed to meet face to face in the model.

Unfortunately, the models are closed and you know, I want to make sure you’re safe, mom say so what I’ve done is I have gone ahead and set up a zoom link. That we can have our conversation via zoom, via live feed. so, so here, let me send you the link. I’m not saying, Hey, do you still want to meet? I’m not saying I’m converting it from a, not from a cancellation, but to a, I’m converting it to a face to face via zoom or via.

Would you agree with that? Like this is the new norm. 

Matt: Absolutely a bracing what the new norm is. This doesn’t mean the new norm forever. This just means the new norm for where we are. And I think if you think it’s like what you were saying, if you think it’s business as usual, then you’re going to stumble a little bit, but you’ve got to embrace where we are and think through in one of the things I, you know, I woke up this morning and really wanted to think about some clarity of.

What are some, what are some things that we can focus on? And for me, I was paying attention to the website. You were tell, you were mentioned earlier, we’re going to see more, more content consumed over the next couple of weeks than ever before. And that’s a massive, that’s almost unimaginable how much content that actually is.

but. Looking at the numbers. I’ve obviously, I’ve only have access to builders that a builder partners that we work with, but looking at the numbers, website activity, that is ringing true. If we were to look at numbers month to date, March 1st through yesterday, the 15th of 2020 and compare that to the same period of where we were the same date range of last year.

I’m seeing website activity and intent up 88%. 

Dave: Wow. Wow. Incredible. And you know, a lot of times, and kind of going back to the sales realm here, a lot of times those are customers who we may or may not have ever spoken with before. Matt. You know, if, 

Chad: if we’re tracking our 

Dave: customers and their digital engagement with us, it sure gives us an opportunity.

And again, we want to have that personal level of communication and, you know, kind of switching to, 

Chad: to what we could do. 

Dave: Working for a CRM company. You know, we talk a lot about process, we talk a lot about consistent communication, and a lot of those messages are automated. And what I highly recommend is that we take a look at what those automated messages are to this moment, and we reconfigured them to match the world that we’re living in right now.

And. A lot of times I will consult on what those automated messages should be, and I’m saying we need to really take a look at what those should be and we need to reconfigure them. I received a message this morning from an email that I had actually consulted on, and it was an automated message that was a 30 day followup after, after a walk in.

And the message. Did not resonate with me. Understanding that what we’re facing on a Monday morning, for example. So I think we need to really go in and look at the messaging that we’re sending out to our customers and saying, is this appropriate right now? And if it is inappropriate, we need to stop it.

We need to take a much more personal approach. And it gives us an opportunity. I’m looking at the amount of website activity that there will be. There is now an opportunity to engage, but the engagement has to be different than what we were doing. Two weeks 

Chad: ago. Yeah. So true. I, I’ve gotten, so I’m a, I’m a, a tight because of how much I travel, but I got a titanium elite member for Marriott.

Right? And so I got this, I got this blanket email from Mary I thinking I went from Southwest. I’ve got one from American express. I’ve gotten one from every company I do business with, right. And I understand what they’re trying to do is they’re trying to provide certainty. That’d be mail meant to provide certainty.

Right? So maybe, maybe the, the chair for the Merriot can’t call me and give me personal certainty, but there’s no reason why we as salespeople can’t call our backlog and give them personal certainty. There’s no reason why. We can’t, every day we should be doing something to provide a surgery and just changing the message up.

There’s no reason, right? Right now, every salesperson that’s on this call can’t be writing a handwritten card to somebody right now or can’t be sending them. Matt, Matt, Rodney is famous for this. I think it’s one of his best things he does, and that’s, he makes these video messages right. There’s no reason why you can’t send a personalized video message out to me.

Those are the things right now. That’s going to separate the professionals from the amateurs, and this is why the CRE like the best of the best. They’re not learning. They may not, you may not see a ton of sales. I still think you’ll see a lot of sales in the next couple of weeks, but I think four weeks from now, everybody that provided certainty during these four weeks, their door is going to have, is going to, it’s going to, there’s going to be a line going out their door to do business with them.

Does that make sense? Right. They get to Dave’s point and change your messaging to reflect them and the delivery of it. 

Matt: Yeah. Tonality. And I’m looking at my, I wrote this down this morning after my workout. Then in preparation for talking about this, so I’m literally, this isn’t like a presentation. I literally wrote down thoughts and for me, I’ve got five, five key things, right?

Perspective, patience, operational excellence. Innovation and messaging. And from there, that’s perspective. Perspective is, this is not 2008 2009 if you were a part of 2008 2009 you’ve got that PTSD, that flashback going on. This isn’t that, but it is different and it is a period of time and it’s okay and that’s what makes this part human.

We talked about humanize the experience not. Not just brush it off and be like, Oh, it’ll be fine. Just hang in there. Patience is, we have to accept that we’re going to wait it out. W this is going to have to be something that is going to take some time. We’re going to make sales now, and I’ve talked to bill, I talked to builders this morning who are.

Just slam this weekend. But in general, we know that we’re going to have to wait it out. And the ironic thing about waiting it out is if we start seeing things that are absolutely out of our control, like the government, if the government enforces lockdowns, right? Those things to help humanity are going to have a negative end byproduct on our economy for a period of time.

So know that we have to have patience. Number three is going to be. Operational excellence, right? So we’ve got to make sure that our systems and processes have to be on point. If they are on point, you’re not going to feel it as much. If they aren’t on point, now is the time to act, right? Now’s the time to act because you chances are you already have the tools.

You just don’t. You’re lacking some execution and ins and replace the word execution with accountability. Right, and the good news is, is execution. Slash. Accountability. It costs $0 million $0 million. Number four was innovation. We’ve got to think different. We’ve got to act different. Just like instead of saying, Hey, we can’t meet face to face, we’re going to set up a zoom.

We’re going to set up a go to meeting and we’re going to set up platform of your choice to have a conversation face to face, and we’re going to be able to actually go through that contract together. And I’m going to bring some calmness and some certainty to what we’re doing in this period of time. And the last one is what Dave was alluding to for me was messaging, right?

How has our messaging, how has our tone it needs to be appropriate to where we are? And for me, it’s no hard selling and it’s no fire sales because that also brings uncertainty to what we’re doing. And so that was, that was my, 

Dave: this 

Matt: morning moment of clarity for five key points. 

Chad: Love. It was a great one.

Dave: Let me just interject there for a minute. And when we talk about an innovation, I think this gives us the opportunity to understand that there are additional tools out there to enhance our selling. Even moving forward past, past our crisis that we’re in right now. And when we look at tools that we’re on right now, either go to meetings, zoom, there’s, there’s, there’s a number of them.

I think this provides an opportunity for sales agents. To better themselves even moving forward. I can’t think of a situation in Matt, and you can certainly speak to this as well. I can’t think of a situation over the last 15 years that I’ve ever had a question about a sales agent on, on the floor, within a model using a GoTo meeting.

I, I’ve never had a question about that from a sales agent, how would you use a GoTo meeting to do a virtual. to do a virtual, session. And I think moving forward, this gives us so much more opportunity because number one, not everybody can get down to our model homes regardless of if we’re in good times or bad.

So it gives us that opportunity. second thing is it’s a much more personal experience where we can see one another and we can also do a presentation. And I think it just brings that much higher level of, of personalization. Like Chad, you’re in Maryland. Matt, you’re in South Carolina. I’m in Canada. the three of us have this connection right now just because of this technology that we can all, all share.

It’s super cheap to, to utilize. And the benefits far, far outweigh any of the costs. So

using these types of tools, these virtual tools, gives us that much more opportunity to show our leadership and Wells’ our professionalism. 

Chad: Yeah,

Matt: we’re on go to meeting at the moment. But you know, if you want as a sales person, like there’s tools out there, zoom, for instance, you can set up a free account for zoom and one-to-one meetings. Our video meetings are unlimited. If you feel like, if there needs to be more than one person, it’s a whopping 15 bucks a month.

Chad: Yeah. Yeah. 

Matt: Utilize tools. 

Chad: Yeah, and I think, go ahead. Good. Really important to understand here is we as salespeople, we are, have been comfortable doing things, but the way we’ve been doing it for awhile, the people that are going to have the most success, but the people that are able to adapt the quickest and understand I need to get comfortable being uncomfortable for a little while and I need to do it for the sake of my buyers.

I need to do it for the sake of my children. I need you to say do it for the sake of my loved ones in permit. I’m saying, this is. This is w again, I’ll go back to it. This is where the best of the best, one of the greatest tools is. They’re able to adapt and continue to move for, this is not a rule closure.

This is a detour in the right direction. Because what I mean by that is. We’re, we’re built for this. We’re built, if you look at, and one of the ways I asked you earlier, Matt, how do we, how do we as individuals give certainty? We gotta fill up with ourselves first, right? Take two minutes, take three minutes, take five minutes, take 30 minutes today, and look at your track record.

Look at your track record, right? You have anybody that is listening to this call and it has survived 100% of the adversities that they’ve been hit with every, everybody on this call has filed 100% of the adversity diversity. They’re, we’re resilient, we’re resilient, and so we can find a way. And so getting on zoom, if you’ve never done it.

Matt find somebody that has right GTS, Google that shit, and you’ll figure out how to do it. I’m saying don’t allow the fear of what, what we don’t know to stop us from providing certainty. We have to, you know what? I know I’m a professional. I’m going to figure this out. I’m going to move forward. I’m going to continue doing it.

I’m doing it because if I don’t, if I don’t, somebody else will. And you’ll be left on. And here’s the, and here’s the, the, the, the brutal truth that everybody on this call knows you have a bad month. Now you have a bad takes weeks, now you feel it now and you’re gonna feel it again in six months. Right?

Cause we pay, we pay for this, we pay for the same mistake twice. We pay for one, what happens? And then we’ve paid for it when it actualizes. Right? So, so why in some way, and I think one of the real important things too, which we haven’t mentioned, is. Like take time for yourself. Now it’s, that almost sounds contradictory to what I’ve said earlier about, you know, poor in 2004 and 2000 point testers.

But listen, this is an unbelievable opportunity you’ve been given to, to, to spend time. You know, we acquit like me. I traveled. I’ve been on a, I can’t even tell you how many flights already this year, but I can’t fly for the next three weeks. So I plan on every day spent, and my kids are now going to be home for three weeks, right?

I’m going to spend, spend time every day talking to them. We’re going to watch, you know, one documentary a week together. We’re going to shoot basketballs together. We’re going to, we’re going to do things. So it’s going to afford my relationship. We’re going to, my wife and I are going to go for a walk each night, right?

So we don’t get to see each other’s lives. So. Personally take this opportunity to better yourselves and better those relationships around, read a book, write, write, write 10 pages of your, of your novel that you’ve been waiting to release. Make some videos. Do something to better yourself as well. You know what I’m saying?

In every, in every challenge, this is opportunity and every adversity, there’s opportunities and we have to capitalize on it. What I’m saying? Would you agree with that tape? 

Dave: Yeah. Even if there’s one thing that you can take away from this session is exactly what you said today, Chad. we are about our customers.

We’re about our business. We’re all worried about our, you know, what’s going to happen next, but this certainly does give us an opportunity to build the relationships that matter the most. And that’s with your family and, and friends. And I think you’re right. I mean, we were all on flights. We’re all busy.

We spend hours and hours at work and now we are. We are at home, many of us, and we’re trying to deal with this. So it certainly gives us an opportunity that we’ve never been given 

Chad: before. No, no. To hit the pause, we can, we can either choose to hit the pause button and stop. Well, we can continue. But I started, I said as a group of us that stormed the challenge today called a 75 heart.

Right? And it’s a, it’s literally the toughest mental, physical challenge I’ve ever done in my life. And I was, I was talking to somebody today and they were like, yeah, I don’t know if the 75 part was meant to be done to on a pandemic. And I think you probably have a free pass to stop. I was like, there’s no way I’m stopping.

Like it just started today. There’s zero chance I’m not doing this and this is because we are, every one of us has greatness within us. We already know that this is going to literally push how great I honestly can be. If I can do this, if I can do the 75 challenge while while. During this pandemic while dealing with all this uncertainty, I’m going to come out of it such a better person, and I’m not just talking about a person.

For me, a better father for my kids, a better husband for my, for my wife, a better owner for my employees. It’s incumbent upon me to make sure I’m, I’m using this time to better myself as well with me, man. Oh, 

Matt: without a doubt. You use the word filling the cup. I used the analogy before of parts of energy, right?

You only have. So many parts of energy in a day, in a week, in a month that you can give. And in order to continue to give those parts of energy, you have to continually be feeding yourself those parts of energies, of energy or continually filling your cup, continually challenging yourself because reality is being happy, is really progression.

That’s what derog. That’s what gives us happiness is progression and continually striving for excellence. That is what’s going to, for me, that’s what fills me and that’s what allows me to continue to fill others. 

Chad: Yeah, man, it’s so good, I think, I think, I think that a lot of people, we understand this in theory, but man, we, we let our cup run dry and was so busy putting the oxygen mask on everybody else first before we put on ourselves.

And there’s never been a time that’s more vital for us to put it on ourselves and to be the beacon. I’m telling you when I say be the beacon of of certainty, you’ll gotta be hit from every angle. With negativity, with uncertainty, with doubt, with fear. It’s going to come at you from the left, from the right.

It’s going to come at you from people you don’t expect it, and how do you respond? I understand that is my role. I have a moral obligation. To be that person of certainty in every conversation I’ve, and this doesn’t mean Pollyanna, this doesn’t mean misinformed. This doesn’t mean that things, listen, things are really rough right now, and there’s people that are really struggling right now and, but the way that I can help them, the way that I can.

I can contribute to them is by giving them certainty, giving them love, giving them gratitude, giving them joy, giving them all those things, and the way that I’m going to get it, I have it within me and I’m going to surround myself like I sought. I called, I called Matt a couple of times. I call it the day, let’s do this thing.

I call people around me. Then when I feel my cuffs starting to go low, I call the people that I can count on the most and and say, Hey, I need some certainty. I need some conversation. Let’s, let’s. In this world, we’re going to, we are limited in what we can do by ourselves. We are limited list and what we can do in collaboration with others.

That’s my, that’s my belief. Dig. What’s your thought 

Dave: fad? I have to just number one, thank you for giving us and, and as we’re talking to literally hundreds of people today, I’m also absorbing a lot of what you’re saying and this is certainly a reset for me as well. So I really appreciate having the opportunity to, to do this with you guys.

And your message could not be any clear and it certainly resonates very clearly with me. 

Chad: Likewise. Thank you. I really appreciate that. So, so let’s end with this. Let’s end with like, I don’t know if we have questions, but let me, let me end with, with Eastern marks, time takeaways. One thing for me is find a way to continue moving forward.

I just ran a marathon two weeks ago in Napa. And I was, it was towards the 20 mile Mark, 21 mile Mark. And I was still under struggle a little bit, cause I was, I was really pushing my pace for fast and I’d ever done 20 miles. I’m starting to hit the base 21 miles. I’m trying to hit the wall and this guy comes from behind me.

Right? I hadn’t seen him, I hadn’t talked to him. I didn’t know who he was. He came from behind me. He goes. Just keep moving forward, brother. Just keep moving forward. One step. Just keep moving forward and in one, that was such a, again, I have a strong faith. I believe that was, there was no accident that God was there on the time that I was about ready to, to, to falter, but to, I think that that’s the advice I do something today.

To move your people forward. Do something today to move yourself forward. We don’t have a day to waste. And what I mean by that, we don’t have a date. Just sit and do nothing because, because people around us are moving forward and we have to adapt with it. We have to, and you have it in you. So whether it’s, you know, interesting to really low back.

Grab the lender that you have a great relationship with and just do a Facebook live on why interest rates are so low and why this is a great time to buy a home. Grab a realtor and talk about the real estate market, your Facebook live calling. Write up, write a handwritten note to every one of your buyers today.

You know, call them, make a video message, juice something, because here’s what I do know to be true. 100% the greatest intrinsic motivator we have in this world. Matt, is pride. When I feel proud about what I’m doing, when I feel proud about my, my place in this world, and I feel proud about my contribution, I’m going to do more of that.

So the more I do it, the more motivated to do it. That’s intrinsic motivation. So to do something that makes you really proud of who you were today, not something you’re going to regret tomorrow, because then you lose that day and it becomes, that becomes a new whole. What would be your advice and may be grateful.

Because for me, like gratitude is the most important thing in my life and for me, I’m grateful for the opportunity that people, there’s, you know, hundreds of people that are listening and say, I’m grateful that I have the life I have and it’s up to me to contribute, to be grateful and move forward. What would be your, your advice, man?

Matt: Obviously it starts with being grateful. I think that in general it is, be aware. B, a, B, listen and acknowledge what someone else feels and well, and provide them with valuable information that’s going to allow them to continue to propel forward. And if we do that, we’re going to be just fine. 

Chad: Love it.


Dave: Both of you guys have, certainly, you know, your messaging certainly resonates and, and I’m a big believer in, in gratitude. everything I do has, has a level of gratitude with the people that are around me. So I continually do that. But anything that we can do ourselves to help each other, and I don’t care if that’s financial, if it’s.

I’m working with somebody who’s, who’s got an issue, they’ve got a problem that, that, that you can help solve. be that person that steps up and, and does that and make a commitment to do that. That’s really it. It’s critical. And whether that’s a customer that you’re working with, it’s a colleague that you have at somebody on your team that needs help or their family needs help.

I just really encourage us to do that because again, I’m a, I’m a huge believer in, in gratitude, and that is what propels me, you know, pride and gratitude. That is what propels me and that makes me a better person every single day. And, it’s just so important that we continually do that. 

Chad: Love. I really love that.

You know, somebody said to me recently, Chad, things don’t happen to us. It happened through us. And this is such a perfect example. What that meant to me was, this has, this situation isn’t happening to me. It’s happening through me. I’m going to, I’m going to take it, I’m gonna absorb it. I’m gonna, I’m gonna learn from it, and I’m going to chip back out into the world, right?

So these things happen through you, and I’m telling you, your place in this world will be, will be cemented. And again, the results. We’ll be a life of abundance. You were created to have a life, abundance of love and joy and health and all these great things. This is how you get that. You get it by staying positive in the faces of adversity.

You get it by staying grateful in this face of adversity, and you get it by being, by giving certainty to others, which then fills your cock Poppa certainty. I feel better about my place in this world, so I don’t know if we have any questions. And Angela, Angela, is Angela still on? I’m still here.

I am proud 

Dave: that we 

Chad: were able to execute this in such a short period of time and I am so excited that we had so many people online today. I am going to really rush to get this recording sent out because I think if I, for one, want to be able to listen to this again cause I think it was a fantastic message.

What if. Motivation to start the week. And, you know, I think I want to thank all of you for participating. thank everyone for, for listening in today. but thank the three of you for your words of wisdom and reflection. And it is, it was a extremely positive message and I think a much needed message.

Awesome. Awesome. Make sure we make sure anybody, I guess I can, I don’t want to speak for Dave and Matt, but I will, but make sure if you’re feeling uncertain, if you’re feeling stuck, then reach out to us. Reach out to me. Obviously I’m easily find on social media. Matt and Dave are easy to find, like reach out, like pick up the phone and saying, I’m just feeling stuck.

I just need somebody to talk to. I need some ideas, some suggestions, because we’re all here. This is a big industry who are all here to support each other. Absolutely. Absolutely. For sure. 

Matt: Oh, without a doubt. I was actually going to say, if anybody on here wants to just brainstorm ideas, if they, if they need somebody to talk them off the ledge, you can find me on social media, but if you want, write this down.

Nine one nine three five, eight, nine, two, seven one. If you text me, put your name in the text, but call me. 

Chad: I love that. I always thought your number was one 800 rock star. I know

you don’t have to go there.

Oh no, go ahead. Go ahead, 

Dave: Dan. Yeah, there was one thing that I think we take a lot of this information in, and this is something that I did, I always say during these webinars, is we take a lot of this information in this, more than ever, ever than any email, presentation that I’ve done or sales process presentation that I’ve done, share this with your team.

take this recording that you’re going to get. Later today and play it during one of your meetings or do a GoToMeeting session with your team. it’s such a great opportunity and this message is so critical. So just kind of take a minute, take the information that you’ve been given and share it again, take this information and really capitalize on it.

Chad: I love it, and the answer North. That made me think of a really good thing. I’ll tell you why. If, if anybody that’s listening this fall wants to have me, I’m, I don’t know if Matt and Dave’s availability, but once I will do a live call with their team at any point, if somebody wants it, no charge, just let’s get on a call.

You know what I’m saying? There’s going to be a lot of people, they’re going to want to make money off of this and charge you with their get quick rich schemes or their buy this or buy that. I just want to contribute. I want to be part of somebody’s success in somebody’s life. So I just want to contribute.

And I know Dave and Matt feel the same way, and I think that’s why we . The three of us pair it up is because like it’s, there’s such great, you have people like Chris Hartley and people like Matt, people like Dave, people like Molly that are, that are industry people like yourself. Angela people like Monica said, the work for you.

I’m saying, I put her through the rigmarole the last three days setting this up and she pulled off a miracle. did he say, yeah, already did. And she pulls off a miracle. These are because people just want to do great things and be, we’re capable of great things. So just reach out to one of us and let’s set something up.

I think Matt made a great gesture there. We’re all here to do this together. It’s not a me, it’s a week. 

Dave: Yeah. And, and I think, we can feel certain that in the email that we send out, our contact information will be in there. So please don’t hesitate to reach out if you need a hand with, with, with anything, whether it’s CRM related or, or not life skills, I may not be able to, 

Chad: I don’t think you could say, I don’t think you’re allowed to say we can give you a hand.

We’ll give you an elbow.

Ends up taking away answer. 

Dave: There was this 

Chad: one. There was one question. Chad, Mike, and, fantastic. Actually, there’s been several comments, just of appreciation for all of you. somebody wants your number again, Matt, but I’ll, I’ll send that to, there was one question from Mike. Chad mentioned different levels of certainty.

can you review, the others aside from 

Matt: rational? I had 

Chad: to put my glasses on. Yeah. For this as rational certainty. So the rational uncertainty is certainty. That is a justified based on facts. Right? And then there’s irrational certainty, which is just, which is given based on intuition or faith without any facts, without any justify or facts.

And then there’s absolute certainty and absolute certainty doesn’t exist. But a lot of people want to give you absolute certainty. So if somebody, and we want to stay away from that because if somebody says, Hey, I, I’m absolutely certain this is going to happen, I’m absolutely certain this is going to last two weeks, I’m absolutely certain the market’s going to come back, you will lose credibility.

You will lose credibility really fast so that we want to stay. We only want a pedal in a certainty. And listen, I was a nonbeliever two weeks ago. I say, this is an all media hype. This is just the flu. This is nothing, this, that was me. I was that guy. And, and as I started to read more, as I started to investigate more, I started to understand what they were talking about.

It wasn’t me. I’m, if I get this, I did a reasonable chance that I’m going to be okay. It’s not about me. It’s about the 70 year old person that I make it sick, or the person that has the immune system. This is, so I had to change my perspective based on new facts. That’s reasonable facts. And so we want to only deal in reasonable certainty.

And if you deal with somebody with the challenge, Angela is somebody that has your irrational certainty. This is somebody who thinks they’re right. They believe the right, but just because you believe you’re right doesn’t make you right. And the, the challenges, those people are hard to can change because they, we have this thing called confirmation bias where we have a belief and then we go searching for an answer that matches that belief, right?

So it’s. That was really hard to change them. So the only thing you can do is not get down in the dirt with them. Not, it doesn’t become a personalization thing. It becomes a let’s, let’s talk more reasonable facts. Let’s talk more things that can be, that can be given by fat. And if we do that, we become that, that beacon of certainty for people.

And when you do that, people will come rushing back for more of it. That makes sense. When you deal with the irrational certainty, people would recognize it and they want to stay away from it. Don’t be that guy. Don’t be that girl. Be that. Be the person of certainty. Agreed that day. 

Dave: Percent Chen. Awesome.

Perfect. Your, your words resonates so, so much and I appreciate you putting, putting it in those simple terms for us that really allow us to scan to see what is important and, and what was your probably stay away 

Chad: from. Awesome. I hadn’t listened. I have to pull into simple terms because I don’t, there’s nothing like one other level,

Dave: but for me, 

Chad: that’s awesome. On that though, I want to thank you guys for, thank you. Thank you everyone listening in. Thank you for attending today and thank you guys for being here. hope you have a fantastic day. Thank you so much. Love and gratitude. .

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