Building and Leading a Team Notes for Dave

vs. No clearly stated goals Give out daily assigned tasks No sense of urgency Only 1 person feels responsible Lots of competition within the group Clearly communicated goals Clearly written job descriptions Healthy sense of urgency specific accountability Everyone feels responsible for success and failure Takes on outside competition ©2014 Gaylord-Hansen Mortgage Team

I love the Show the Profit: People Process Product For Us, Very Similar: Structure Process People The Loan is a commodity. How we deliver it, our service, is our product. The experience of the customer, how they feel is everything

We are Directed: Member of the CORE Follow a proven Formula Coaches also Build and lead teams

Our Three Tenants: Educate Communicate Execute

People Make the difference, but they must have Tools: CRM (We use Salesforce very comprehensively Killer LOS app (We use H20, proprietary to Caliber Collaboration technology (cloud based sharing, email, calendars, etc) Best in class Loan presentation software (Mortgage Coach) best in class communication technology (speed)

Books That Guide us: Raving Fans 4DX The Advantage 21 irrefutable Laws of Leadership 17 Irrefutable Laws of Teamwork Good to Great E Myth Revisited

Must have a vison, a plan, and goals Must Share the vision, the plan and the goals often Must Lead with optimism always Must Build Trust

Two Things to Concentrate and Focus on: Intelligence (Smarts) Organizational Health

Intelligence (Smarts) Two Things to Concentrate and Focus on: Intelligence (Smarts) Strategy Marketing Finance Technology From: The Advantage (Patrick Lencioni)

Organizational Health Two Things to Concentrate and Focus on: Organizational Health Minimal Politics Minimal Confusion High Morale High Productivity Low turnover Synergy and Momentum Stability From: The Advantage (Patrick Lencioni)

Organizational Health is 90%, Intelligence and Smarts is 10% Invest in your team Always promote personal growth and goals Celebrate Wins Be Gracious Show them you care about their lives Comp Plans that are strategic and incentivize Push the Flyweel

Must Have Clearly Defined Roles Top 3 Job Duties Job Proficiencies Scorecards for proficiencies (Mortgage Coach is one of the 10) Personal and Professional Goals Vision must improve lives of customers and Team members

Mission, Vision and Guiding Principles (somewhat Old School Stuff)

5 Year Plan, 1 year Plan

5 Year Plan, 1 year Plan

Strategy and Vision Flow

DISC Test Candidates ©2014 Gaylord-Hansen Mortgage Team

Multiple workflows with Policies, Processes and Procedures

Detailed loan workflows and transaction roles Section of a loan object showing all people related to the loan (buying agent, listing agent, title, escrow, etc.) Shows all open and closed activities that are triggered by our workflow This information is used to create our “Friday Status Advisories” that we send to all people involved

Detailed dashboards and metrics Pipeline metric dashboards allow us to see on one page where our business is at Provides a snapshot of our goals, month to date results and to identify areas of focus Allows leadership to have a “pulse of the business” with one easy click

4DX WIG

4DX Lead indicators