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Clients First: The Two Word Miracle by JoAnn Callaway, Joseph Callaway

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Very Good Very Fast

Our team, the team we put first, stepped up, regardless of what their traditional role had been. No one said, “That’s not my job,” or “I can’t work that day.” They all pitched in. Several nights, we didn’t turn off the office lights until three o’clock in the morning. We became competent because that was what our clients expected. Competence was what we owed to our clients, and we became very good very fast.

Just think about it. Three clients, whom we had put first all those years ago, were now instrumental in our becoming REO agents at a time when only REO agents were thriving. Were it not for them, we might have had to downsize dramatically, saying good-bye to a wonderful team. Had we not been focused all those years on taking care of the client, no matter what the consequences, we might have had to do what so many agents did and find other work. It wasn’t just these three clients who saved us—it was all those clients whom we had put first over the years. The fickle finger of fate chose these three, but only because it had so many from which to choose.

In this market, JoAnn and I have become walking encyclopedias on REOs and REO systems. We’ve attended conferences and conventions, joined organizations, and made personal connections with hundreds of agents and bank personnel. We added team members to handle the increased workload and devoted time to marketing our services to these institutional clients. We have treated their properties with the same level of ...

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