Written by: Fouad (Fobby) Naghmi, EVP

Written by: Grant La Viale

Vulnerability. It’s so important to be vulnerable in different areas of life and in multiple situations. I believe most would agree to the truth in this. As professionals, sometimes we question whether it is important to allow ourselves to be vulnerable. For those who may not be in the mentoring and coaching industry, let me say allowing ourselves to be vulnerable is one of the most important emotional states we can adapt to and invest in ourselves from a business perspective and to improve ourselves personally.

While I consider myself a super positive person in general, as well as when I’m coaching and mentoring others, not long ago I realized I was in a place where I wasn’t always practicing what I preach. I could feel my A-game slowly slipping away from me. Those who know me understand one of my primary core values is family first. I recently had a life-changing situation occur with my daughter which required me to immediately step up. Bottom line, I knew I had to be there for her, even though I wasn’t sure how long support would be needed. It could easily be weeks or months.

Soon after the event with my daughter, I was scheduled for my coaching call and because I was willing to be vulnerable and share my situation with my coach, I learned an important lesson: I also needed to be more vulnerable with my team.

This meant sending send out an email to everyone reminding them of my core values and the importance of practicing what I preach. I asked them to allow me to give my B-game temporarily for the next several weeks. I explained my response time could be delayed, I might have a difficult day and wanted them to understand it likely would have nothing to do with work.

The responses from my team were overwhelmingly filled with support and love. It made me realize how blessed I am to have built this amazing team and how honored I am to work beside them each day. They could see how vulnerable I was in that moment. They saw I needed their support, their A-game. Without even asking for it, by simply opening up and allowing myself to be vulnerable before them, they offered wholehearted support.

My advice for leaders is, it’s ok to be vulnerable!

Vulnerability makes you more authentic, more human, and more transparent. Do we live behind a white picket fence with three kids and a dog where everything is perfect? No, of course not. As a leader, we must lead by example, and when necessary, this means we embrace being vulnerable. In this way, your team, as is true for my team, will understand the genuine you. It is my goal for my team to always understand the genuine and honest Grant La Viale.

We were moved by Grant’s willingness to be vulnerable before his team and even further before the readers of The Vision magazine. This caused us to wonder about other traits success-minded leaders exhibit. So, we asked the question. Here are a few quotes from leaders from the mortgage industry and across other walks of life describing traits in addition to vulnerability that lead to strong leadership and to the creation of leaders. 

Vision

“The first step out of the gate has to be knowing where you want to end up. What do you really want from your company?” ― Stan Slap

“Productivity and success are accelerated when we turn off the outside noise, shift the focus on where we’re headed instead of where we are, trust our decision-making process, and know our value. No one else can do the work for us and it’s a long and humbly process but nothing of value comes without hard-work, pain, and growth. ― Laila Khan

While we can’t control the results, we can surely make that effort, give our very best, and ride the waves of change as it happens.” Laila Khan “I say believe in yourself, in your people, and in your mission.” ― Naomi Kniep

“Successful leaders see the opportunities in every difficulty rather than the difficulty in every opportunity.” ― Grant Laviale

“Relatable, empathetic, ability to communicate and set clear expectations.” ― Michelle Hughes Ho-Sang

“I cannot give you the formula for success, but I can give you the formula for failure, which is: Try to please everybody.” ― Herbert Swope

Inspire

“Leadership is all about inspiring people to do things they never thought they could; the most inspiring leaders are honest, authentic, empathetic, vulnerable, willing to take action, great motivators, resilient, visionary, ready to take risks and hold themselves accountable.” — Suha Zehl

“A leader is one who knows the way, goes the way, and shows the way.” — John C Maxwell

“Empathize, Empower, and Engage!” ― Tracy Kasper

“If your actions inspire others to dream more, learn more, do more and become more, you are a leader.” ― John Quincy Adams

“Leadership is the capacity to translate vision into reality.” ― Warren Bennis

“Leadership and learning are indispensable to each other.” ― John Fitzgerald Kennedy

Teach and Learn

“When listening be fully present… Not thinking about your response, giving credit and energy to taking in the information. In speaking decide whether the message is of value or simply being said to be heard.” ― Alexandra Erlich

“A teacher affects eternity; he can never tell where his influence stops.” ― Henry Adams

“I find this quote from 21st Century Leadership: Dialogues With 100 Top Leaders, ‘A good leader gives clear direction and helps people under his care to gain personal strength and resources so that they can solve problems successfully.’ resonates with me and many others.”  ― Jessica Peterson

Be Humble

“The most important trait of a leader is being servant. A leader should be able and ready to serve followers and should be a good role model because leadership should be by example. When you respect and protect your followers, they will accord you the same respect and protection. Be a risk taker, goal oriented, and adapt to change and make corrections.” ―  Sylverline Chinomso

“No man will make a great leader who wants to do it all himself, or to get all the credit for doing it.” ― Andrew Carnegie

“Positivity and Kindness are incredibly important traits to have as a leader.”  ― Janet Pagan

“Outstanding leaders go out of their way to boost the self-esteem of their personnel. If people believe in themselves, it’s amazing what they can accomplish.” ― Sam Walton

Listen To Your People

“What is the most important trait a leader needs? Accepting others for who they truly are and putting them in the best positions for them to excel.  There is no one size fits all.” ― Laura Brandao

“To lead people, walk behind them.” ― Lao Tzu

“Listen, pause, think before you respond.” ― Cindy Beyer

“Reciprocal trust. When my team trusts me, they not only trust the ways I lead, motivate, provide direction and ideas, they also trust me enough to express themselves with their ideas and feel safe enough to coach up. People work smarter and harder when they trust and are trusted.” ― Lysa Beth Nelson

“The best leader is the one who has sense enough to pick good men to do what he wants done, and the self-restraint to keep from meddling with them while they do it.” ―  Theodore Roosevelt

Strike a Balance

“A good leader should have the grace to listen to suggestions by others and the guts to make the hard decisions.” ―  Karen Deis

“The challenge of leadership is to be strong, but not rude; be kind, but not weak; be bold, but not bully; be thoughtful, but not lazy; be humble, but not timid; be proud, but not arrogant; have humor but without folly.” ― Jim Rohn

“As more and more artificial intelligence is entering into the world, more and more emotional intelligence must enter into leadership.” ― Amit Ray

“Leadership is a potent combination of strategy and character. But if you must be without one, be without the strategy.” ― Norman Schwarzkopf

Tackle Challenges

“Be relatable and empathetic. Strengthen your ability to communicate. Set clear expectations.” ― Michelle Hughes Ho-Sang

“Don’t find fault, find a remedy.” ― Henry Ford

“Anyone can hold the helm when the sea is calm.” ― Publilius Syrus

“Successful leaders see the opportunities in every difficulty rather than the difficulty in every opportunity.” ― Reed Markham

Be Bold

“You don’t lead by pointing and telling people some place to go. You lead by going to that place and making a case.” ― Ken Kesey

“A man who wants to lead the orchestra must turn his back on the crowd.” ― Max Lucado

Written by: Ruth Lee, CMB

After thirty years in the mortgage business, I call it riding the wave. On a yearly and seasonal basis, pipelines fill to overcapacity and we scramble to complete everything, then one day the flood runs out and we cast about for more business. There are tides and eddies, such as the new regulatory vigor of an incoming administration or a morass of appraisal issues with fires and floods. And still, many of us soldier on, year after year, decade after decade, knocking down problems only to find three more in their place. So why do some of us stay in the industry for decades? What makes a person sustain a career in such a fickle industry? Well, let me tell you, it is not luck and it is not character, it is resiliency.

Resiliency is the key ingredient in the cycle of adversity and recovery, and unlike tenacity or grit, it isn’t something you are born with; it is something you build throughout your career. The process of becoming resilient involves many qualities including positivity, self-reliance, emotional regulation, and self-efficacy. And while having resilience may sound like an innate skill, I have good news for you, it’s not. Resilience can be learned.
So how do you build resilience in a cyclical industry like mortgage? First by understanding what it isn’t. Resilience isn’t grit or tenacity; the ability to stick it out no matter what. It’s not about pushing through. It’s about bouncing back. For those of us who weathered the 2008 mortgage meltdown, sure we were tenacious, some would say to our own detriment, but we showed our resilience by bouncing back and achieving even more than we ever dreamed.

Evolving Resilience

You do not read a book and find resilience. It is something you build upon, growing it to become a pillar of your career. Let’s discuss a few of the important aspects of evolving resilience in the mortgage industry.

1st It is a state of mind. Resilience is marked by an unshakeable belief in your ability to cope with change. You understand you have the tools to handle any situation. Take a moment to inventory those qualities: adaptability, creativity, intelligence, humor, courage, assertiveness, and humility. You don’t think you can cope; you know you can cope.

You can’t go back and change the beginning but you can start where you are and change the ending. – C.S. Lewis

2nd It is your network. No matter how full your business life is, you cannot be too busy to stay connected. Our world is full of opportunities, be they TikTok, SnapChat, LinkedIn, email, text, or whatever digital connection is currently trending. Your priorities may stand in your way but remember your network will be the reason you can adapt to weather the worst storms in your career. Resilience is a direct result of your investment in your tribe, in your ability to lean on them, and in having them lean on you.

I’m not sure if resilience is ever achieved alone. Experience allows us to learn from example. But if we have someone who loves us-I don’t mean who indulges us, but who loves us enough to be on our side-then it’s easier to grow resilience, to grow belief in self, to grow self-esteem. And it’s self-esteem that allows a person to stand up. – Maya Angelou

3rd When you feel out of control, the fastest way to find control is by helping others. We rise by lifting others. Helping others is empowering. Resilience is the act of identifying and harnessing your own power.

The key to life is resilience…. We will always be knocked down. It’s the getting up that counts. – Dominique Browning

4th The foundation of resilience is honesty. Honesty with yourself about your current position. Honesty with your network on what you need to survive and thrive. Speak your truth, don’t sugarcoat it. This means leaving your ego at the door. If you want to know who your tribe is, want to know who makes up the network discussed in the second point, speak your truth, and see who sticks around. Those are the people who secure a spot in your blanket fort.

I have heard there are troubles of more than one kind. Some come from ahead and some come from behind. But I’ve bought a big bat. I’m all ready you see. Now my troubles are going to have troubles with me! – Dr. Seuss

5th Activate positive emotions and turn off everything bringing you down. I turned off cable news, and my life has been fantastic since. If someone is negative, I unfriend them. I don’t need to feed off or into their pessimism. As others mire themselves in adversity, nurture yourself with laughter, gratitude, and contentment.

Laughter is an instant vacation. – Milton Berle

And finally, seek meaning and purpose. Look for the big picture. Embrace your spirituality. By spirituality I mean that which is the process of developing beliefs around the meaning of your life and your connection with others. Without understanding and acknowledging meaning, you cannot find resilience; you are rudderless.

Every morning we are born again. What we do today is what matters most. – Buddha

The way I look at the mortgage industry in all its hectic glory is a chance to become better, to understand more, and to serve. While there are days I struggle to climb out of the weeds, ride the wave, and practice building resilience, every day I remind myself resilience is about bouncing not marinating. My reward? It’s in the highs. The highs are sweeter, clearer, and filled with meaning after navigating out of a dip in the wave.

Written by: CaZ (Candy Zulkosky)

People’s Choice Mortgage is aptly named. Their success is predicated on being a family business committed to extending their family to include every client. Partners David Fasano and Shawn Hendricks, Sr. founded a mom-and-pop, one-stop mortgage shop with the intention of taking it nationwide. The plan was to nurture both employees and clients and grow into a nationwide corporate model while maintaining the feel and service of a family business. Three years later and the plan is working even better than predicted. Built on the 30-year-plus experience of the partners, the company has grown from the individual sales and operational efforts of the two founders to spread across five states and employ more than 40. Expectations are for those numbers to more than double by year’s end.

As David describes it, “We’re going from the mom and pop with me and Shawn and our kids, and the people who have been with us for 20 or 30 years, to spread across the country. We want the benefits that come from expanding to a national corporation but we don’t want the feel. We are not clock-punchers or babysitters, and we don’t micromanage. We have technology, computers, and phones. We can work from anywhere in the world. Our main concept is to mentor. We are approaching this business    as coaches bringing up the next generation to succeed in mortgage.”

In 2010 when the market crashed, David and Shawn shut down their business employing 120 plus. This was an eye-opening experience for the pair. They realized having to work under corporate controls meant they were simply not able to implement their own vision under someone else’s umbrella.

Again, according to David, “We were working at about 20 percent of our capability and talent. We realized the average age in this industry is around 58 years old. Everything is turning into technology. We decided to invest in a new generation of loan professionals. We saw all these tech-savvy young 20 somethings coming out of college with $50 grand in debt and no idea what they want to do or how they’ll pay off that debt.”

David and Shawn realized they had all the pieces in place to mentor and coach a young team, to teach them success habits and skills. Between them, the partners had everything they needed: licensing, credit repair, insurance, real estate, title company, marketing, and even the mortgage company to contain it all.

“We can teach these kids how to do any part of this business. We put them into all these different parts, let them experience every part of this business, and find out what they love. The minute we see the light go on, we’ve got them hooked. That’s where they are going to excel and that’s where we settle them in. We never hold anybody back.”

The concept may seem familiar to you. It is the same used to build championship sports teams: coaching, practice, repetitions, cross-training, and encouragement. David believes he and Shawn have hit on a recession-proof formula for business growth.

“If Shawn and I can run four companies and make money in all four, then why can’t we teach others to do the same? We have the insurance side bringing in residual income. We have licenses in real estate, brokering, and titling wherever it’s needed to run the business. Diversifying this way ensures these guys have enough money coming in to pay their bills and sustain their business during a downturn. We want our sales guys, everybody in the company, to follow this same path, if they are willing to go through the multiple licensing requirements.”

As impressive as these facts and numbers are, the real story here is the culture of this company and the remarkable commitment its leaders have made to the future of both their family and the entire industry. And this, of course, begins with the founders.

David Fasano does not fear showing his passions. It takes only seconds in conversation with him to be drawn in by his enthusiasm and positive outlook for the future of the mortgage industry. His partner Shawn, while quieter by choice, appears content to let David do most of the talking. Shawn Hendricks, Sr., however, is no less fervent in his commitment to bringing the next generation into the industry all while building a profitable business.

A few years back, David and Shawn looked around and realized they had been doing business the wrong way, or more to the point, they saw what they believed to be a better way. Their concept is considered by some to be revolutionary. It is, however, completely above board and runs according to industry standards following all rules imposed by the industry, including limitations on which parts of the real estate and funding transaction can be handled by whom. PCM is rigid in its insistence that the regulations are taught, learned, and followed.

Digging deeper into their concept, David describes the PCM model as teaching wealth building. PCM has made a real commitment to providing education and teaching their people how to protect themselves no matter whether the economy is up or down.

“We’re proud of the way everybody in our company communicates and works together. We’re one company running four different companies. It’s seamless. We’re under one roof and everybody knows what’s going on across the whole transaction.”

PCM controls the mortgage, the real estate, the title, and the insurance. This offers flexibility and the ability to deliver more for the client. The four companies are spreading across the country with the People’s Choice Mortgage company leading the way and Streamline Realty, Streamline Title, and Streamline Insurance following to create the full one-stop-shop client experience.

It has not always been a bed of roses as the company has grown. One of the disappointments came when a long-time employee left unexpectedly. It felt like a family member leaving and both David and Shawn considered this to be a failure on their part. The introspection following this, however, led to a major benefit for the employees: A renewed commitment was made to provide coaching to every employee who needs and wants it. Both David and Shawn see this commitment to coaching and training to be an integral part of the company’s future.

In the final analysis, education and coaching truly are the heart of People’s Choice Mortgage. The company is committed to coaching and educating its employees and spends money, resources, and time ensuring each employee has every opportunity to find their best place in the company’s broad service options.

The investment upfront is higher than one might find elsewhere in the industry. PCM considers this worth the price in time and dollars for the loyalty this engenders as well as knowing that they are being trained up in the PCM method. The company takes the concept of coaching even further, extending the same commitment to education to the client experience as well.

“We don’t deny anybody. I know I can’t legally say that, but in a real sense, it’s true. We develop everybody. We don’t deny you. We work with you to tighten up areas that are causing denial. We educate you on how to work within the rules to get approved.”

Years of experience have taught us not everyone who inquires is ready to be educated. Nor are they ready to take the steps necessary to ensure a successful loan is made. PCM has a solid process in place to weed out the lookers, to ensure both the client and PCM are ready to cross the finish line together.

PCM is proud of using state-of-the-art resources in the technology field. This operational side is where Shawn shines and it’s an important part of the future vision for PCM. For Shawn, it’s all about the customer experience and improving it by using the best products and software to deliver a smooth borrower’s experience. Personal touch remains a requirement, even in technology. PCM uses Zoom conference rooms to allow face-to-face, PCM-to-customer conversation. The plan is to continue with an 80 percent virtual office commitment even beyond pandemic.

David sums it up nicely in this statement:

“We’re really good at what we do. We’re all about education and transparency and fighting for our clients. It’s our job to save the client from the confusion and even deceit in the insurance, title, real estate, and mortgage industry. It’s not all about the money. It’s about what’s right. Doing the right thing. And treating people right. That’s our business philosophy. That’s how I feel and it’s how everybody at PCM feels.”

According to coach Christine Beckwith of 20/20 VSC, PCM’s leaders put their weight behind their words. She had this to say when asked about the company’s commitment to coaching and personnel development,

“People’s Choice Mortgage and all of its members are incredibly dedicated to the growth of their firm. Each member who has placed themselves under the tutelage of David Fasano Sr and Shawn Hendricks Sr has taken their incredible gift of professional development with a deep commitment. This team puts in the work to hone their professional skills to the highest levels. All are participating in a progressive certification course building entrepreneurship tactical skills and developing best-in-class sales plus service.

That said, the thing that has stood out to us the most after hours of dedicated consulting is their vision for their firm’s future. It is clear they know the path they are on will take them to a future they envision for PC Mortgage and they are clearly willing to put in the work.” 

Written by: Jenny Mason

I will be turning 50 in a few days. Wow! As I write this, a wave of emotion flows through me and I fear I may pass out. How can this be? I am only 22. Honest!

Well, in my mind 22 is about the age I feel, and where I think of myself as a person. Reality does not always match vision, however. As I move this paper further out to read what’s written, a quiet laugh escapes my lips and I am forced to admit my vision at 22 was greatly different than it is today. Obviously, the physical difference 25 plus years adds is significant, but I’m not referring to the reality of whether I now need glasses. My vision of life and where I fit and where I expected to go is even more drastically different now than at 22 years of age.

Then my vision was about a life of success. Now it’s about significance. Then it was about how much wealth I could amass, how many sales contests could I win, how good could I look. Today my vision is about a life that includes a legacy. Today it’s about how I can impact someone else’s life in such a way it’s still impacting them long after I’m gone. Today it’s about what I want to be remembered for.

What would you say to your younger self if you could go back and give advice? I would tell myself, “Your worth is not determined by dollar signs or other people’s opinions. Your worth is only determined by the one who created you with a plan and purpose far greater than anyone can imagine. I would tell myself to relentlessly pursue fulfilling the vision gifted by the creator.”

Do not spend time staring into the rearview mirror. Do not dwell on thoughts like, Man, if only, or I wish, or I should have. Looking back will not move us closer to where we want or need to be. Looking back does not fulfill a future vision. Instead, it is the cause for a longer journey and one that ends far from where we are meant to be. It’s never too late, nor are you ever too old, to adjust your vision, make a new plan, and fulfill your purpose. The King James Version of Proverbs 29:18 says, “Where there is no vision, the people perish: but he that keepeth the law, happy is he.”

I believe your purpose is why you exist, why you do what you do. Your vision is what you aim to achieve, the impact you want to make. Your mission is how you plan to achieve your vision. Your values are the compass to help guide you along the path to your vision. Your goals are road signs along the way helping you progress in the right direction.

Each of us face times in our lives when we struggle with knowing and understanding our purpose, what are we passionate about, why we do what we do day in and day out, and even at times why we do not feel fulfilled. I know successful people who seemingly have it all yet are empty. Finding your purpose is a tool to live a happier, more fulfilled life. Living according to your values, feeling like what you are doing is worthwhile, making an impact leads to a life more abundant, one of significance. Once you have tasted significance, success doesn’t taste quite the same.

According to one analysis I read in The New York Times, “Only 25 percent of American adults cite having a clear sense of purpose about what makes their lives meaningful, while 40 percent either claim neutrality on the subject or say they don’t. Recent research reveals living with a sense of purpose, acting in accord with your most cherished values and goals, has numerous benefits for both physical and mental health. For example, feeling you have a purpose decreases your chance of premature death, according to a study of almost 7000 adults between the ages of 51 and 61. Amazingly, those without a sense of purpose were almost twice as likely to die in the four years of the study. Other studies show a sense of purpose promotes healthy behaviors and is associated with better physical and mental health outcomes. For example, a 2019 study by a team of British researchers found a sense of purpose also promoted happiness and a sense of well-being among adults 50-90. A recent study of seniors in a retirement community suggests that a sense of purpose might even alleviate loneliness.”

What can you do to find your purpose? Consider how you can help others. Researchers at Florida State University and Stanford found happiness and meaningfulness overlap but were different: Happiness was linked to being a taker before a giver, whereas meaningfulness went more with being a giver than a taker. Being the giver in a relationship connected people with having a more purposeful life. How can you serve others in a meaningful way throughout your life?

Another task you can undertake is to look back over your life and identify when you felt most fulfilled. When you look back, ask yourself what was it about those times you allowed yourself to openly express yourself because you were content? What did you allow to happen during those times because you felt such passion about what you were doing?

Sometimes this introspection is hard. If so, take a different direction and ask others what reminds them of you or what enters their mind when they think of you. Begin to take note of what people compliment you on. What comes easily to you and is noticed by others?

Another idea is to explore your interests, perhaps both within and outside of work. What excites you? What are your greatest strengths? What do you like talking about the most? What do you genuinely love to do? It should feel like you are rowing downstream rather than battling upstream. In other terms, work is required but constant struggling and suffering are not.

If you find yourself in a constant battle, constantly struggling or suffering you probably are not living your purpose. Fill in this statement about yourself:  My life is complete and ideal when I am____ (doing what, fill in with a verb). Don’t stop with one. List several verbs then identify the most important one. Write all the answers to these down and put them somewhere you can look at daily.

Clarify your vision, lock in your destination with goal setting, align your goals with your purpose and passions, become clear on your values, know why you do what you do, start taking actions to move you in the right direction. If an activity or goal isn’t moving you in the right direction, find a way to stop doing it or change it. Relentlessly pursue what sets your soul on fire.