When you look up the definition of culture, it says:

(n) the customs, arts, social institutions, and achievements of a particular nation, people, or other social group

Additionally, the verb, or biology, definition of culture is:

(v) maintain (tissue cells, bacteria, etc.) in conditions suitable for growth

Though different in usage, both meanings of the word culture possess striking similarities when you are discussing the topic of company culture. A company’s customs, and its people can have a direct impact on the conditions that are suitable for its growth, or lack thereof.  In episode 8 of The Relentless, Dr. Gurner sits down with teacher, advisor, and former Chief People and Culture of Officer Starbucks®, Lululemon Athletica, and Stitch Fix®, Margo Downs, to talk about what else, but culture and company growth. This episode has proven to be one of our favorites because we recorded it live, in front of some of our most relentless affiliates, at the CENTURY 21 Leadership Summit in Palm Springs, California.

Margo is no stranger to the game of growing a company and its culture. She managed to help scale the growth for well known companies such as Lululemon, Starbucks, and Stitch Fix. Helping a company to grow its employees to accommodate its growth is one thing but if you are also able to help the company build a rich internal culture that impacts its customers, now you’re talking!

The key to building culture, according to Margo, is authenticity. She believes that when you are authentic, or your truest self, you have better retention and an overall better customer experience. 

Why is culture so important? Simply put; culture is about knowing your strengths and being able to play to those strengths, which allows you to attract the people that are the right fit. A strong culture doesn’t just impact and benefit businesses internally but, it shapes how your customers see you externally. Margo believes it says what’s important to your brand, this is what’s important to your consumers.

Here are some key takeaways from this episode that can help impact any business, whether it’s a business of 1, or 1,000.

1. Learn to receive constructive feedback- Feedback isn’t always easy but, it can be a great tool for growth and internal reflection. Feedback challenges you to see habits or behaviors about yourself, from another perspective, while sharing ways it can also help with personal and professional development. 
2. Decide how you want to operate- Ensuring that your company programs, policies, and philosophies align with the culture you want to establish, will help determine how your company operates. Your operations should be a direct reflect of your internal values.
3. Be very explicit about who you are and who you are not– Define the behaviors you’d want to see. Define how you’d want your brand to be viewed by others, and then be specific on adhering to those behaviors.

Creating an internal culture is one of the most important things you can do for your business. Keep in mind that being intentional on carrying out the behaviors you want your customers to ascribe to your brand is key, because if there is not intentionality, a culture will, in fact be created, but it may not be the one you want.

Learn more of how you can create values and vision for your business by listening to episode 8 of The Relentless. #jointheconversation

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For episode 7 of The Relentless, Dr. Julie Gurner spoke with best-selling author and senior economic correspondent of The New York Times, Neil Irwin, on the topic of industry trends. With our mission of defying mediocrity, we are constantly looking for ways to break barriers, drive the change, deliver the extraordinary.

Neil comes from a unique perspective in that he started his career in journalism right at the cusp of change. This was a change that transformed the landscape of journalism as we all knew it and, it was the very start of the digital era. Being a part of this change, gave Neil the insight into trends, how to detect them, and how to stay ahead.

Trends aren’t typically an overnight success, Neil explained, and they most likely occur when contributing factors such as technology, culture, or the competitive landscape change overtime. These gradual changes lead to a larger shift or deployment from what once was.

#WhatIf there was a way to begin to notice those slight nuances in an industry, and know just what to do to leverage those changes, top of what’s to come? Well, we are in luck, because according to Neil, there is.

1. Find the people in your industry who are influential and follow them through different channels- Staying connected to industry leaders can help you keep your ears to the ground. Consider this effort as an extension of your current network. Following influential leaders on social can help you stay connected to your industry, on a broader scale.
   
2. Follow what publications are saying about your industry- When you stay on top of what media publications are saying about your industry, it can give you a pulse on what’s current, reflections on past insights and data, and any future consumer and industry behaviors. This information will not only help you stay on top of trends, but it can also better position you to grow your business.
   
3. If possible, obtain analyst and industry-based reports that share consumer insights and data trends- Data is a great way to interpret what’s happening in your industry, whether it’s for the good or the bad. Though you may not be the one conducting any of the surveys or gathering the numbers, there’s already lots of great resources online that contain all the information you need to learn about the consumers of your industry. You can obtain this data with a simple Google search or by simply visiting sites such as Inman.com and Realtor.com.

Staying on top of trends can help your business remain relevant in an ever-changing market. Episode 7 is undoubtedly one that can impact the way you see and respond to change. Learn more by listening to episode 7 of The Relentless. #jointheconversation

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Have you ever had a day where you felt extremely productive and without warning, you somehow found yourself swimming in a pool of emails? Before you know it, your hopes and dreams of ending your workday a few minutes early to get home to take the kids to the park before dinner has disappeared before your eyes. What do you do when you have things scheduled that you want to do but, something you have to do suddenly overwhelms your day?

This phenomenon is something we’ve all experienced. In most cases, email is essential to our daily workflow. It’s the primary way most people communicate in business. The challenge lies where responding to emails becomes something reactive to versus something we schedule a specific time for.

In episode 6 of The Relentless, Kim Scott shares how responding to reactive things in your day can become distractions and take time away from the things you actually want to do. Your days are filled with scheduled meetings, appointments, and phone calls but have you ever considered scheduling in a time to dedicate to the reactive things?

We surveyed a group of professionals and we asked them how they handle managing the task of responding to emails. 83%* of those we surveyed said they respond to them re-actively. Responding re-actively means stopping your current workflow to respond to them, as they arrive in your inbox. While we may not have the ability control the things that require our attention each day, we are in control of how and when we respond to them. We can decide the flow of our day by placing boundaries and disciplines around the time we give to reactive things that require attention.

Kim introduced a unique perspective on how to overcome the challenge of responding to reactive things.

“Think about how much time you want to give every day to the reactive stuff, to social media, to email, to all of these interruptive things that we have in our life. And just turn it off the rest of the time. Give it the time you want to give it, but don’t give it more time.”

– Kim Scott, Episode 6 of The Relentless

By implementing Kim’s strategy, setting aside a dedicated time to address those tasks will give you more control of your day. When developing your schedule, decide which time of day you’d prefer to work on reactive tasks. Perhaps your most productive time is first thing in the morning when you arrive to the office. Maybe you hit your productive stride at the end of your day. Knowing your productive hour, you can create a hard start and hard stop time.

Challenge yourself, this week, to incorporate an hour or two into your schedule your reactive tasks. Sticking to this schedule will prevent reactive tasks from taking over your day, allowing you more time to focus on the things you want to do. You can hear more from this episode by visiting our website.

Join the conversation. #century21pod

*Workplace Survey, October 2019

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What’s the secret to generating referrals? Isaac Mendez knows. Isaac is a Relentless Agent Award winner, and when we sat down to talk real estate, he pulled back no punches in sharing one of the key ingredients to his success. For Isaac, when it comes to serving your clients and leaving a lasting impression, his strategy is quite simple. Water the relationship.

It’s often the little things, Isaac says, the simple things, that can impact someone’s life in a meaningful way. Isaac’s unique, yet simple approach to relationships have become the backbone of his business.

“I try to do something special for every deal, for every client.”
-Isaac Mendez

Isaac makes it a point to look for ways to do something for each of his clients. Whether it’s working on a septic tank, helping to install a fence, or taking money out of his own pocket to hire a contractor to do a job, going above and beyond to give 121% is what Isaac does best.

What does any of the above have to do with “watering the relationship?” Read on.

Isaac’s kindness doesn’t just stop with each transaction. He’s been known to visit with clients on their jobs, stop by their homes, or give them a ring just to catch up. With an already busy schedule, why would one feel compelled to continue having intentional interaction, and building relationships with clients, once a deal is closed? Well for Isaac, this is what he considers “watering the relationship.”

Isaac views each of his clients not just as friends but also as business partners. He knows that if he treats his clients well, goes above and beyond for them, and does what he can to deliver the extraordinary, then they will not only be his lifelong friends, but because of his lasting impression and watering of the relationship, they will refer him to friends and family who are looking to buy or sell a home.

We’ve compiled some of our favorite takeaways from Isaac, to help you begin watering the relationships in your life.

1. Value your referrals– Your clients who refer you, trust and respect you. Those who are referred to you, know you through a friend. Be honest and integral in your business and treat those who are referred to you in a high regard because the recommendation was given off trust and respect.
2. Always look for ways to elevate- Keep raising the torch and the bar high. Look for ways to go above and beyond to create meaningful moments and lasting impressions for your clients.
3. Relationships are opportunities- Every client is an opportunity to build a new business relationship. Nurture your relationships because you never know what new relationships will grow from the one’s you’ve watered.

Learn more about Isaac and why he’s been named among the relentless by visiting the Relentless Agent Awards website. #jointheconversation

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What do you get with you shadow an experienced real estate agent for two years, prior to joining the business? Ask Anne Green. Anne is one of the recipients of the Relentless Agent Awards and, rightfully so. She’s only been an active real estate agent for a year, but she came into the game with an insight you can only gain when you glean from one who’s more experienced.

Anne was mentored by a 38-year real estate veteran and it has changed the way she operates her business. This mentorship opportunity exposed Anne to all the in’s and outs of real estate. Everything from showings, to listing appointments, taking property photos, reading and writing contracts, and of course, the paperwork. It was because of this mentorship relationship that Anne has learned to avoid some of the mistakes she’d seen happen in real estate.

If being mentored wasn’t enough, Anne has also worked in just about every position there is in real estate, behind the scenes. She’s worked as an admin, she’s had her hand in marketing, seriously, you name it. Having the insight of the inner-workings of what it takes to build a successful real estate business has given Anne leverage in her career.

“Real estate is not a typical sales position, it’s a people business.”

Anne Green

Recognizing that real estate is a people business, she says, has trickled over into other areas of her life. Pairing this mindset along with what she’s learned from her mentorship relationship, has inspired Anne to also begin mentoring others.

When we asked Anne, what were the best ways to glean, even if you aren’t in a mentorship relationship, she had this to say:

1. Be intentional about office time- “Go into the office and spend time there. You learn so much more, being in the office and from being around the other agents. The most valuable knowledge and experience you can gain is from seasoned agents.”
2. Social media support- “There are tons of Facebook support groups. They can be an excellent wealth of knowledge. You can do a quick search for something and see what others are saying.”

Mentorship and partnering with others aren’t the only relentless ways Anne gets the job done. Read more of her inspiring story when you visit the Relentless Agent Awards website, and don’t forget to #jointheconversation.

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One thing’s for certain, text messaging has changed the way we communicate. If we can take this statement even a step further, social media has also played a role in how we interact with one another on a day to day basis. There was once a time where you’d pick up the phone to call a loved one and wish them a happy birthday. With the impact of the digital age, now ,wishing someone a ‘happy birthday’ has transitioned into a post to a Facebook wall, or a text message.

This isn’t the case for Janet Paula of Century 21 Affiliated. Janet takes a different approach with her clients. Janet is one of the recent winners of the Relentless Agent Awards and when you’ve the chance to talk with her, there’s no questioning what makes her relentless.

Over the course of her real estate career, Janet has implemented a strategy that enables her to connect with her clients on more of a personal level. She believes that if you connect with your clients in meaningful ways, it creates an opportunity, as their agent, to serve them with compassion.

Back when Janet first purchased a home of her own, she had an experience that forever shaped her career in real estate. Janet experienced the loss of her mother, and the agent she was working with at the time, didn’t show Janet the compassion she needed and treated their interaction like a transaction. Janet said she had to go through 4 agents before she finally found the one who was just what she needed during that difficult time in her life.

Janet decided, when she became an agent, she would become exactly what her clients needed, when they needed it. What’s her recipe for achieving this?

1. Be intentional in getting to know your clients- Janet takes the time to get to know each of her clients on a personal level. Her weekly scheduled phone calls help her to be intentional about building a strong relationship with them that creates a connection and builds trust. Janet doesn’t ever want her clients to feel like she is only calling them for the transaction. She wants them to know she genuinely cares about them and what’s happening in their lives.
2. Have compassion- When you know your clients on a personal level, it helps you to have compassion for them. Being what they need throughout the transaction by way of putting yourself in their shoes, is a good way to see and experience things from their perspective.
3. Stay Positive- Janet credits her natural motivation and momentum to building solid relationships in her business. She says she tries to see the glass as “half-full” and this helps her maintain her positive mindset. When things get tough, Janet says she has a vision board that keeps her grounded. There is nothing more satisfying than staying focused on a goal long enough to mark it off as achieved.

Janet’s lifestyle as being relentless doesn’t end here. Check out the rest of her story by visiting the Relentless Agent Awards website and #jointheconversation.

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Let’s face it. Life is busy and if you don’t take the time to reflect on your victories and the things that matter, they can become distant memories. For Relentless Agent Award winner Roslyn Gauntt, it all started about 5 years ago. She purchased a journal and it became a game changer for her.

What was so special about this journal? By all accounts, it was pretty standard. It was a book with daily writing prompts for a 5-year span. Day by day, Roslyn began to document a sentence or two about her daily victories, memorable experiences, and even the things that didn’t go so well.

“When you see the journey of where you were and where you are, you’ll realize how far you’ve come.”

Roslyn Gauntt

When she began to reread her entries, something stood out to her. She started to notice patterns and trends in her business. Roslyn realized she was on to something. She was on the verge of recognizing the full impact of journaling her journey. Journaling helped her see opportunities for growth, personal development, and gave her a new perspective on her successes.

Journaling has become so crucial to her real estate business that she began implementing it with The Gauntt Team. Team journaling has helped create opportunities for The Gauntt Team to discuss trends within their business, and current patterns in real estate. With the data they’ve leveraged from their entries, they can pivot when necessary, omit the things aren’t effective, and continue focusing on what’s working.

When we asked Roslyn about how to get started in journaling the journey, she had these 4 things to share:

1. Don’t forget the memories and the little moments you experience daily. Journal them and keep growing from them.
2. Include your personal and professional goals in your journal. You’ll often realize how much you have accomplished when you look back on your entries. It’s satisfying to see how far you’ve come.
3. Start short and small, even if it’s only 1-2 sentences each day. Write down the things that have worked and the and the things that haven’t worked. This will help you focus on what you are doing that’s contributing to your personal and professional successes.
4. Review your entries monthly, quarterly, and annually. Write down 5 takeaways from what you’ve journaled. Pay close attention to any problem areas and ask yourself why. Analyzing the ‘why’ will help you determine whether something is an isolated incident or a trend that could lead to implementing a new skill.

Journaling the journey is a not only a way to reflect on the memories and small victories but it’s also a way to plan and grow based on previous patterns and trends. Roslyn is such a firm believer in journaling that she often gives journals away as gifts to clients, family and friends. To learn more about Rosalyn and her story as one of the relentless, visit the Relentless Agent website. #jointheconversation

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When you think of the word priority, what often comes to mind? Do you think of meetings, budgets, and your 9-5 work day or, do you think of things like spending time on a hobby, reading a book, or taking the kids to a movie? Most of us probably consider priorities to be the less-enjoyable things in life we’re required to do versus the things we actually love.

Let’s take a second to look at the Merriam-Webster definition of priority.

3. something given or meriting attention before competing alternatives.

Further simplified, a priority is what you consider important, and because of its importance to you, it takes rank over other things. Where did we begin prioritizing the less-enjoyable activities in life?

In episode 6 of The Relentless, Dr. Gurner talks with thought leader, author, and entrepreneur, Kim Scott, as she shares her approach in managing priorities.

This episode can easily be classified as a perspective changer. Who could argue? Kim leaves us with so many valuable, yet valid ways of looking at what our priorities are and how to reevaluate how we manage them. (you’ll have to listen for yourself to see!)

Kim comes from the angle of being a wife, parent, entrepreneur and successful corporate exec, and she’s managed to find the rhythm that works for her life. She explains that it’s not about being perfect and always getting it right but it’s about knowing when to say no and how to effectively respond to the reactive things that manage to take up the most time in our day.

For a sneak peek into this episode, we thought we’d share three of our favorite takeaways, from Kim, to help with giving more priority to the things you enjoy doing:

Key Takeaways:

1. Write down your short-term, medium-term, and long-term goals- Thinking through your goals and writing them down, will help create a better visual of what you want to accomplish. The key is not only to focus on the big, long-term goals, but to remember what you want to accomplish in the immediate future, and your goals in between. This will help you rearrange things to fit within your day, the upcoming months, and year. To learn more about effective goal setting, read one of our previous posts; The Art of Effective Goal Setting with Scott Miller.
2. Block time to do what you actually want to do- Our daily calendars are often filled with things we have to do. These activities can range from dentist appointments, meetings, phone calls, or even taking your vehicle into the shop. How often do you add activities you really want to do to your calendar? It could be a hobby, taking the kids to the park, or scheduling dinner with a friend. Priorities aren’t just the things we are required to do but they are also what we enjoy. Making time for the enjoyable things will help you become more effective in what you do, day to day.
3. Dedicate time to reactive things- Reactive things are the demands placed on our daily schedule that we must respond to. Sending and receiving emails and checking your brand’s social media page are things most entrepreneurs can’t avoid. They can also become a “time-suck” if you are taking reactive time to give them attention. Try scheduling 30 minutes 2-3 times per day to reply to dedicate to reactive things. This will allow the rest of your schedule to be more targeted and the reactive things won’t take up as much of your day.

Kim Scott’s definition of relentless aligns with her unique perspective on how she views priorities. When you care about yourself and those around you, while striving to be and do the best, your priorities aren’t just centered around what you have to do. They will also include what you want to do because you will be focusing on what matters to you and those you care about.

Learn more about what Kim Scott has to say about time management and priorities by listening to this episode of The Relentless. #jointheconversation

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