All posts by Coach Victoria

Achieving the “Know-Like-Trust” Factor with Your Prospects

By | Mortgage Business Tips, mortgage coaching | No Comments

knowliketrustfactorNobody will refute that a lot of blood, sweat and tears goes into gaining leads from Realtors, past customers, your website, Zillow and other lead-generating sites.

At first, each lead is treated like a sudden jackpot and you pour plenty of excited energy into each one and this produces results. Then you get busy. Then you get choosy. Then you even get a little bit annoyed at those, “not-so-hot” leads…the ones with overly complicated financial scenarios, the ones you called once or twice and never heard back from, the ones you pre-qual who go totally M.I.A. These leads just hurt your brain and so you conveniently leave their contact info and some scribbled notes in a drawer or folder some place and they never hear or see your name again.

The key nowadays to converting more leads is to stay connected and to stay social. And, even if that lead never becomes ready to buy or refinance for whatever reasons, drawing these leads closer to you out of the gates will gain their referrals to their very-ready friends, family and co-workers and why will they do that?… because they will feel like they know, like and trust you.

P.S. you cannot achieve the, “know, like and trust you factor” just with an email drip campaign.

Here are three tools to easily stay connected and social (And, RELEVANT, by the way) with every lead you gain:

Let’s say all you’ve got is a cell number and a name, you can always take that info and upload it to, which is a great time savings tool, and then send out pre-recorded messages to that entire group of long lost leads so they can hear your voice. A quick tip about leaving messages and using SlyBroadcast type messaging-Always keep your messages brief, very upbeat and speak like you’re already well-acquainted. Again, you want to bridge that, “know, like and trust factor.”

Always immediately look for your leads on LinkedIn and Facebook and connect there so you become familiar to them on a regular basis through your own postings. Again, this draws them closer to you on a more personal and social level, helps to build-up the trust factor and creates no extra work for you.

Lastly, rather than emailing, try mass texting tools like Mighty Text for Androids (there are apps for iPhone, too!) where you can send one general message out to an entire group from your smartphone. The message will look like an individual, personal text to your receivers. Texting is an immediate communication avenue, much more so than email and absolutely will gain more response.

Voice broadcast tools like,, connecting via social media avenues and utilizing mass texting services are all superior time-savings tools to bringing the leads you’ve worked so hard to get, closer to you (with much less effort/time) and will absolutely increase referrals, as well as your lead to close conversion ratio.

Grateful-Humbled-More Excited Than Ever…

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Of course, nobody succeeds alone and I have to thank all of my faithful, dedicated and goal-focused clients, both past and present who put their careers in my hands to help them visualize, plan and execute business growth initiatives that have taken them to the next level.

Being witness to the enormous changes my clients experience on the road to becoming the best versions of themselves in their business and personal lives continues to drive me every day to sharpen my own coaching methods and skills, stay abreast of marketing and sales trends, new technologies and track what Loan Officers are implementing in their businesses that is gaining a return on investment and what is not!

As a Coach you learn some extremely important skills, such as: the art of listening, knowing when to push and how to push, applying accountability tools and tactics that elicit positive action, asking questions that help your clients uncover their own solutions, how to create wins, leverage opportunities and how to encourage people to move past fear, anxiety and perfectionism.

Here is what my clients have proven to me time and time again about becoming successful…

  1. Nobody succeeds alone. What most business professionals lack the most is a trusted advisor, someone invested in their success, who unwaveringly stands in a place of hope and possibility for them when they feel like tapping out.
  2. ACTION secures results. Trying to predict the outcomes, over-analyzing and getting stuck in assumptions stymies the growth process. The old quote still stands 100% true, “Success usually comes to those who are too busy to be looking for it.”- Henry David Thoreau
  3. Discipline defines success. Sticking to a plan of action, embracing time management principles, doing what we set out to do even when we rather be in bed reading a good book ALL boils down to self-discipline. You either choose to be disciplined or you choose not to be disciplined. It’s the biggest choice to how your life will play-out.
  4. Never count yourself out. Whatever errors, mishaps, misfortunes, missed opportunities, failures, embarrassments, etc., have befallen you, DO NOT define you! The human spirit is unimaginably powerful. Our ability to change and grow stays with us forever. I have been witness to people who have lost everything, who have suffered from various health conditions, have been challenged by legal issues, who have left this industry, come back, left again and re-entered, struggled with lack of confidence, lack of experience and then watched as they changed and dug their way out of the mess and confusion to become some of the most successful individuals in this industry.

16 years of coaching mortgage professionals as a full-time career has gifted me with the unwavering faith that success and happiness and fulfillment are always achievable no matter where you start from!

THANK YOU for these 16 years and the many more to come.

Train Your Brain to WIN!

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brainpicIt always intrigues me when I ask a new client during their first couple of coaching sessions, “So, what were your biggest wins this past week?” and the response, nine times out of ten, is, “I don’t know, I can’t remember.”

Where did forty or fifty or more hours of experiences go? What invisible memory vortex is sucking away all of our victories, accomplishments and triumphs?

Think about your days unfolding like a sinuous sine wave.  As our day is ticking by, as we take action, make choices, impact others, even as we sit and think, we are experiencing highs and lows.  We are always either peaking or descending. Just as it’s impossible not to have lows, problems or challenges in our lives, it’s also impossible not to have highs, wins and victories.

These events may seem like they occur sporadically or that you have no control over how frequently they spotlight your life, but the truth is that we are always riding that sine wave, every moment of every day.

So, here’s the GREAT news…it really IS possible to win every single week, you just need to train your brain.

Neuroscience has uncovered that the simple act of thinking is an act of creation. And, if you’re not up on your neuroscience reading, then perhaps you are familiar with those principles found in such books as, The Secret, Think and Grow Rich, As a Man Thinketh, The Power of Positive Thinking, and the list goes on and on.  Either way, the point is, in order to know and feel that we have won every week, we must first become conscious of our daily actions and thoughts, and focus our attention on every victory, no matter how small they might seem.

By taking notice of these gems on a daily basis and shining them up with our thoughts, rather than scoffing at them or ignoring them entirely, we train our brains to create more victories and gain more production and growth from our weeks.

To help with your efforts to re-train your brain and win MORE in 2021, here are some immediate actions you can take that will give you a, “brain cleanse” so to speak and get you on a fast track. You may want to write these out and put them on your computer or better yet, as a background picture on your cell phone.

  • Significantly reduce the amount of news I watch or read
  • Remove all, “Friends” from FB who have a tendency to spout negativity
  • Move my body into action for at least 30min. every day
  • Verbalize my thanks and compliment others as often as possible
  • Cut down on my cuss words
  • Share my joys not my fears with others



2021-What’s Your Vision of How your Business Thrives?

By | Mortgage Business Tips, mortgage coaching | No Comments

bizvision2021Nothing is more critical to your success than having a vision in mind of what that success looks like and feels like. Without a vision, you will find yourself looped in reactive behaviors, projects that start and stop, and frequent feelings of being unmotivated and disconnected. Incorporating a vision statement with your business plan or goal list that you revisit and read on a monthly basis will give you the fuel you need when challenges or set-backs arise. PLUS, it is always a thrill at the end of the year, to see just how much of your vision statement came to life. I love to hear the astonishment in my clients’ voices when they share the victories that sprang from the pages of their annual vision statements.

Paint a picture for yourself. Put yourself in the future, at the end of 2021 and visualize that you are celebrating all that you have accomplished. Describe what it’s like to be in your shoes today. Use present tense as if you have already achieved the goals and are living “the vision.”

Answer the questions below by starting with those to which you have an immediate, positive reaction. Go back and string your answers together and develop a cohesive story line.

  1. Where and how did I give my customers that unforgettable “power moment?” Meaning, what did I do during or after the transaction that I know made me even more memorable?
  2. What changed about my own processes and habits that gave me more time & space in which to focus on increasing my business?
  3. How did I regularly reward myself for a job well done?
  4. What tools, systems and/or habits did I successfully implement to expand my Marketing?
  5. In the next three years, what would excite me about my career in mortgages? What do I feel I still have yet to achieve, become or do?
  6. What tasks, both professionally and personally, did I finally give up that were weighing me down?
  7. What steps did I take to ensure my financial security for the future? What did I learn about financial security in terms of how to make it a constant in my life?
  8. What were the three best gifts I gave myself in 2021?
  9. What do my post mortgage years look like? What might I be doing when I’m not in Mortgages any longer? Do I have any secret desires to learn more about something? Do I have a hobby that I’ve always wanted to delve into? Are there any challenges I’d like to face and overcome before the next phase of my life?
  10. What will I tell my children/grandbabies/close friends about what it takes to succeed in life?

Consumer Habits Have Changed So Too Must your Business Plan

By | Mortgage Business Tips, mortgage coaching | No Comments

Business is good, right? The phones are ringing, people are buying homes. You’ve got more refinances than you can shake a stick at and things don’t appear to be slowing down anytime soon. But like any great run, at some point, the sprint will turn into a jog and the jog will turn into a slow walk and the last thing you want to have happen is to allow your business to suddenly stall and cramp-up!

While Mortgage Professionals have been enjoying the influx of business, things have changed overnight that will affect HOW they go about earning new business from referral partners and direct consumers in the immediate future.

Here’s what’s changed:

  1. The number of people engaging in new technologies has sky-rocketed due to the simple fact that they were FORCED to in order to earn a living, remain healthy, learn and be educated and maintain relationships with loved ones.
  1. Consumer sensitivity and sensibility can be likened to a hairpin trigger and because of this, marketing, advertising, scripting, messaging is being scrutinized & scrubbed of any language and imagery that may offend.
  1. The amount of time people are spending on social media has doubled, if not tripled during the Pandemic, creating more opportunity than ever before to expand one’s brand and marketing footprint exponentially.

What was once a “go-to” business earner for you may now be null and void. Where you’ve been marketing yourself may no longer have as many visitors and viewers. What was once deemed, “an offer of value” to your consumers may now appear trite or worse yet, offensive.


“People shop and learn in a whole new way compared to just a few years ago, so marketers need to adapt or risk extinction.”

Brian Halligan, founder & CEO of HubSpot

What does this all mean? OPPORTUNITY!

Keeping  these changes in consumer attitudes and habits in mind while developing your 2021 Business Plan, will put you well ahead of the curve, create huge separation between you and your competition and ensure you keep your pipelines percolating with new business throughout the new year.

First, I highly recommend reading the following article which is rich with statistics regarding social media, digital and Internet trends and can greatly aid you in determining how and where to market. Global Social Media Research Summary July 2020

Next, here’s a great list of various business growth methods & modes, as well as, marketing items you may want to revisit, revamp/re-tune, or re-imagine when building your 2021 Business Plan:

Learn to enjoy the discomfort of CHANGE!

Remember, your business is always changing, so being flexible, accepting change and tapping into your creative genius is simply part of being a successful entrepreneur. You’ve done it before and you can do it again!

“To be interested in the changing seasons is a happier state of mind than to be hopelessly in love with spring.”-George Santayana


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SELLWITHHEARTThe struggle is REAL for most American consumers-Work furloughs, job loss, struggles with anxiety and depression paired with a sense of isolation and uncertainty can leave your consumers feeling edgy and a bit more ornery and impatient to deal with when trying to earn their business. So how do we break through all of this negativity, separate ourselves from the competition and earn new business and maintain the business that we’ve got?

We’ve got to lead with the heart in our sales scripts and our marketing and I’ve got 5 great tips to help you do just that!.

Establish a good foundation of communication. Never assume, always ask your new prospects how they prefer to be communicated with, it shows them you care. You may be a phone guy or an email gal, BUT 9 out of 10 consumers prefer texting, which luckily gives you the ability to over-communicate at point of sale, during the process and after delivery, which leads me to my next tip…

Embrace technology so you can still be face to face and set your consumers’ minds at ease. Zoom or other video technology can be utilized at point of sale so people can see you in action and connect with you. Once you are in process with the service or product they’ve agreed to buy from you, you can then switch to video touch-points via email or text. Again this gives your consumers a sense of the person you are and that you are going the extra mile to win their trust. Especially during these challenging times, email communications can lend to too many misunderstandings and misinterpretations, so don’t take that chance, UNLESS that is the only mode of communication your customer prefers and in that case, you will have to take extra precaution not to accidentally ruffle any feathers so watch your P’s & Q’s

Don’t be afraid to use touchy-feely language in your marketing. It’s ok to share well-crafted personal stories, pictures of your pets, activities, hobbies and uplifting quotes you enjoy, alongside your informational or educational marketing messages, so bring your softer side to every aspect of your sales approach and processes.  Humor is also ok, but always make it G-rated. When people feel down, they will naturally gravitate to people who represent and showcase a positive outlook, who appear calm and happy. Be THAT type of sales person and you will win the business!

Set real expectations up front. The old sales phrase, “Under Promise and Over Deliver” should be top of mind with every sale. Because your consumer’s patience level is at an all-time low, communicating processing and delivery times of your services or products that takes ALL the unforeseeable hiccups into consideration, (which seem to be many these days) will help you earn trust and keep your customers from switching to your competitor. PLUS, remember, most folks don’t know how long your product or service delivery should take, be up front, pad the time expectation a hair and then WOW them when all goes accordingly to plan and you can deliver ahead of time! Same goes for bad news, the faster and more heart-felt you deliver bad news to your customers regarding errors, mistakes, delays or other unforeseen hiccups, the more likely you will be able to retain the sale. Blasting through the bad news and then never mentioning it again will NOT gain you the trust and respect necessary to capture their repeat business.PLUS, any bad news, should be followed-up with a heart-felt note card and possibly a little gift from the heart to show that you are empathetic to the situation and/or mix-up.

Don’t avoid your past customers in times of crisis! As everyone knows, maintaining past customers to create referrals and repeat business is ALWAYS more cost effective than marketing for new customers, soooooooo, even though times are tough and the stories you may hear might break your heart, remember to CALL your past customers just to check in, not to share industry news, not to tell them about a new product or service or to ask for referral, but simply to see how they are feeling and doing and if their family is A-ok. People need connection and a place to vent more than ever before, having a heart and giving your customers a chance to share with you, elevates you from a mere service or product provider to a FRIEND and we all want to buy from and support people who we KNOW, LIKE & TRUST.

Gone Off on a Customer Lately?

By | Mortgage Business Tips, mortgage coaching | No Comments

goneoffonacustomerIn this current environment of overwhelming volume, lack of support, long hours and pushy, sometimes unsympathetic customers, there’s a good chance you may have blown your lid unintentionally a time or two.

It may have been justified. It may have felt good. Heck you may have even received an apology after you, “set them straight.” BUT it is important to recognize that those interactions with your customers that are putting you over the edge, like the question, “Why is this taking so long?” OR the annoyance of receiving 3 texts, 4 voicemails and 2 emails ALL from the same person in a period of 15 minutes, or the frustration of wasting hours on the bossy rate-shopper who also happens to be a repeat customer who you thought was loyal to you, are ALL the same challenging situations you’ve always faced in this industry.

The only thing that’s really changed is YOU due to the insane workload and unusual work environment.

How you’re attending to your own physical and mental health during these intensified levels of stress will directly affect your ability to effectively solve problems and respond rationally to challenging situations. Some basic best practices that can help you immediately decrease the effects of stress are: getting a solid night’s rest, staying hydrated, eating nutritious meals and snacks, exercise and short breaks in order to decompress.

No double about it, regaining your patience and your poise will always get you farther than putting on those verbal boxing gloves, so next time when confronted with a tense situation, try one of these three options for harnessing your cool and defusing heated interactions with customers and referral partners.

  1. Don’t take them all!-You can say, “no.” I’m sure there are several deals right this second you can recount where you knew in an instant that it was going to be ALL bad. Trust your instincts and give yourself a break. Your sanity is worth passing on a few.
  1. Don’t immediately respond/react-When faced with an accusation or rudely posed question or insult, wait 5 seconds to answer and say, “I hear what you’re saying, let me put you on a quick hold while I get to my office and sit down so we can discuss this, give me a minute.” And then place them on hold and get your head straight and take a couple of deep breaths. You’ll be amazed at how this short interlude will diffuse not only your anxiety and upset, but your customer’s as well.
  1. Repeat what is said-Most times in the heat of the moment, people will say things without much thought. It’s important to mirror back to them what they just said, so next time you’re hit with a judgement statement, insult or accusation, wait 5 seconds, then reply, “What I just heard you say was,…. In mirroring back what was said, the person will likely be surprised and even a bit ashamed of their words and will rephrase their question or comment and adjust their tone.

Remember, even when you’re right, blowing your top or, “setting somebody straight” adds zero value to your day or to your business, plus it’s the only thing the person will remember about working with you and worse will be the ONLY thing they tell other people about their experience with you.