The Fox and the Hedgehog

Taking it to the next Level!

Presented by Toni Blake TotallyToni.com University [email protected] 866.889.6600

1 The People Skills

Are you NORMAL? Conforming with, adhering to, or constituting a norm, standard, pattern, level, or type; typical: normal Let me SHOW you an apartment?

Are you Extraordinary? Highly exceptional; remarkable: an extraordinary achiever Let me Lease you an apartment?

Today we take it to the next level! Pizzazz What is a “2 by 2”? Pizzazz is taking the normal to extraordinary! Five Sensory Selling Live Presentation/Sight, Sound, Scent, Taste & Touch! Telephone/Online tour guide!

Persistence The Self-Closing Apartment Cards My apartments “speak for themselves” How many times should you close?

Persuasion Confidence in the CLOSE Knowledge is power Confidence comes from Practice – Practice makes PERFECT!!! All great performers PRACTICE!!

2 Perception Influence the Perceived Value LOVE is the Answer! It’s not my job to give you what you want – It’s my job to get you to want what I’ve GOT!!!!! Someone else built the property . . . Customer’s perceived value . . . is built by YOU! Walk up to closet Third Floor Penthouse – The American Heart Association recommends that you take the stairs and add exercise into your life. Our third floor apartments are Heart Smart Apartments! ‘European’ = the latch handles are European/ Windows Plant ring = sunlight indicator Second floor= Tree level

The H-factor

What were you thinking? Were you thinking? Show your humanity with each apartment! SHOW UP! It’s all about you or it’s all about them!

First Person Second Person I, Me, Us, We, Ours You, Yours & Ya’ll

Can you Get over yourself? Sometimes “yourself” is a HIGH WALL TO CLIMB! Are you a tinker? It’s all about ME!

What is your agenda? What is the customer’s agenda?

Telephone / Walk in LIVE / Walk in ______

3 Closing the Sale / Commitment to Excellence

Closing is Being AGREEABLE! Learn to be AGREEABLE!!! Pick three people and agree with them. Just be agreeable. See what happens! People love to have people agree with them. Showing an apartment is about building agreement and building a relationship.

Finish What You Start! Build Agreement YES______

BE INVOLVED IN THE DECISION PROCESS Should I or Should I not live at your property? To be or not to be a resident of your property? You are the one who has to give them the confidence!

Build confidence in your property with the right information!! You need to know “WHY people choose and love living in your community”. You can’t always overcome an objection with logic or completely eliminate a reason for not renting – sometimes you just have to over shadow it with positive!! Tip the scales in your favor!!

Value Selling

Value Selling Against the Specials – The Cheaper Choice vs. The BEST Choice! Nothing builds value more than MONEY!!! What is your weekly LOST REVENUE from uncollected rent?

How do you react to a person wanting to negotiate a special?

They bring the value down – you build the value up! They want more – you show them what they get! They act disappointed – You share PASSION & EXCITEMENT! Do they come to your side or do you go to theirs? Never Quit – Never Give Up – Never Give In!!! The more you know “why they should lease” the easier it is to overcome “why they shouldn’t lease”!!!

Be the BEST Choice - not the Cheaper Choice! BEST CHOICE Show people that your ARE the best choice and help them to make a great decision YOU!

4 Play Games Play ‘Who Wants to be a Millionaire’ for each apartment they will look at – have them pop a balloon with a lottery ticket in it. – I have a new one later in the handout! Inside the Apartment – Be DIFFERENT! Don’t focus on what is there . . . Focus on what is not!!! CLOSE CLOSE CLOSE -- Set them up -- Check them off! ROOM BY ROOM LEASING!THAT WILL WORK, WON’T IT?!! Set Them Up -- Go Room by Room

“Before we go in here I wanted to tell you my plan. I’d like to go to each individual room and get you set up in it – then we can make sure it is going to work for you. OK – OK where is the cable connection?” Set them up, and then check them off! That will work won’t it? Works in an imperfect world – just like the one I live in! Nod your head – people will agree!

The Best of the Best

The invitation - We would love to have you as a resident.

Good decision close - you are not the first to sit there . . .

The Consequences - this will rent!

Ask for advice

Summary - I have been taking notes while we talked

Offer Help

Be Prepared

Prepare your selling environment! The Welcome Center I like to create a home-like environment: welcome mat, fresh flowers, around. glass top, table with refreshments. This area is “set up” in advance with New Resident Packets ready to go! Prepared – welcoming! ______

Prepare your AREA!

5 Prepare your marketing! New Resident Packets

Be Visually Organized – The New Resident Packet

In order to create a new leasing tool, I have designed a “New Resident Packet”. This two-pocket folder organizes all the tools needed to lease an apartment and integrates the new selling strategies into one neat usable packet. In advance, the leasing team builds the right side pocket of the folder to include applications, pen, guest card, business cards, floor plans, site maps and other leasing material.

The right side pocket is a portable leasing station. This allows a leasing consultant to be completely prepared when the customer arrives and he/she has the ability to lease whenever and wherever the customer is ready to sign. One additional benefit has to do with the size of some of the property brochures. We have documented the collection of collateral materials from the different communities during the customer’s search. If your brochures are formatted on paper smaller than 8½ x 11, your information may “literally” fall between the cracks in a folder.

With the “New Resident Packet”, your property not only stands out in the crowd, but also might become the key organizer for all the customer’s collected information. Your marketing piece, when placed in between other material, gets lost because it does not extend to the top edge of the file. I want to recommend you build a special packet of information in 8½ x 11 two-pocket folders. In the left side pocket, each property could create a welcome packet on the area: including area parks and recreation information, schools, mover’s guide from the post office, banking information, local storage, village marketing, and utility numbers, along with other important and helpful moving information. We have found that in order to generate new customers, many local businesses will offer you an incentive. One property manager arranged for a FREE cell phone for her residents who signed up with Verizon at the location near her community. Other managers have arranged for FREE pizza, one FREE year of checking, FREE packing materials, FREE drink, FREE appetizers and FREE dry cleaning. Log onto www.Totallytoni.com and print down my Village Marketing section for more details, additional examples, and letters written to the local businesses.

Become the Moving EXPERT and turn LOOKING into MOVING!

Put them in the Picture – Then show the Picture – OWNERSHIP!

I’m Just Looking vs. I’m Moving Show the property Become the moving expert Focus on Showing Focus on Moving “Let me show you the pool “We have made arrangements for and the tennis court” your moving - clean paper & boxes” Seattle Properties – We Take the Headache out of Moving This complimentary Moving Guide is provided to assist you with the details involved in moving into your new Seattle Apartment Home.

6 Change of Address Checklist

Utilities Business Accounts Clubs Insurance Professional Services Cable Banks Fitness Auto Doctor Electric Cell Phone Music Health Dentist Gas Department Store Churches Life Lawyer Telephone Credit Cards Social Renters Accountant

Subscriptions Government Office Miscellaneous Magazines Post Office Friends Newspaper Drivers License Relatives Professional School Business Associates

Moving Checklist

Six Weeks Before your move  Make an inventory of all items you wish to move  Don’t pack TRASH: Contact your favorite charity to clean out unused house hold items and clothing and organize for donation.  Call and Get estimates from several moving companies.  Start packing NOW – start with treasures and collectables in bubble rap.  Contact your insurance agent to transfer or cancel homeowner’s policy.  Contact friends and family with advanced notice to help.  Budget your cost including packing supplies.  Schedule time off work.

Four Weeks Before your move  Notify all relevant organizations of your change of address – see attached check list  Contact utility companies for refund of deposit and set up dates for termination.  Obtain all family records and prescriptions from your doctor & dentist.  Get your children’s school records  Move your valuables to a safe deposit box to prevent loss.  Give away to arrange for transportation of house plans, most moving companies will not transport plants.  Order new checks with your new address or transfer funds to new bank and establish new account and order checks.  Send a friendly reminder to friends and family helping with the move to confirm the date and their participation  Begin to pack drawers and closets with off-season clothes.  Remove and pack artwork from the wall. For just a few dollars you can get Picture boxes are available for moving artwork. They will keep your frames from being broken and scared.

One week before your move  Empty your freezer and plan to use the foods if possible.  Arrange for cash needed on moving day.  Plan for specials need for children and pets. 7  Arrange to have telephone, cable and all utilities turned on at your new address.  Pack an overnight for the day before your move with all personal items, pharmaceuticals, toiletries and personal items you will need for easy access. Keep paper products and a first aid kit handy. This avoids movers or friends packing up important personal essentials in a box.

Moving Day  Carry jewelry and valuable documents yourself.  Be sure to tell packers or mark fragile items clearly to avoid damage.  Have markers ready and be sure to consistently mark each box with contents and location to be delivered in the new home.  Confirm new address with moving driver.  Confirm Utilities have been disconnected.  Tour the home to double check closets, drawers and shelves to be sure they are empty.  Turn off all lights, electric, AC/Heat, close curtains and mini-blinds.  Lock the door and return keys to proper authority or owners’ representative.

Village Marketing Book - A decision maker's guide to your area! Apartment Area Community Community Area Apartment

I believe the first level of a decision today is "Which Area?" The customer's search for an apartment will take them in a variety of directions to different parts of the city while they are trying to identify "which area is right for me?" We want to help the customer answer that question by creating a powerful visual tour through the area with pictures. Purchase a high quality disposable camera and take pictures of the storefront of every business within 3 minutes of your property, 5 minutes etc. Include the front door with signage from the auto repair, dentist, Chinese restaurant, dry cleaner, jeweler, shoe repair, pet hospital, hair & nail salon, etc! If you have a park or playground, even within the housing community, take a picture of the city sign with information about the park. Look for trails, health clubs, golf courses, movie theatres, and other social areas in your village! You want to show them that everything they need for the perfect life is right here in your zone! Each of your offices has digital cameras. Assign your teams to take the pictures and send them to marketing to be printed and organized. The Golden Path!

Retailers identify the highest revenue path in each store. This is called the "Golden Path". The world's largest manufacturers spend millions of dollars on research designed to discover the right color, style, words and image to influence the customer's decision process. It is time for multifamily to find their Golden Path and implement better practices for high visual impact. Once this "high profit" - "high impact" path through your property is established, it should have special maintenance, landscaping, and marketing enhancements. For example - weekly touch up painting of the front curbs to keep a "new", "clean" image to the front area. A planter with a dead flower and a welcome mat that is missing letters is a very expensive mistake in the visual marketing. I might

8 not be able to afford to remodel my whole property - but I will be clean, neat and freshly painted with manicured landscape on my golden path.

Mini-Models

Five Sensory Selling – Visual Tools – Scent/Bath and Body Wall Flowers – Coconut Lime Verbena. Visual stimulation in selling is used effectively in many areas. Retailers work very hard to increase revenue with colorful product displays, signage, photographs and merchandizing, especially in the main path of the customer. At every step, your leasing team should be supported by visual displays, added merchandizing, and success tools that will help them weave their magic into Gold. Displays should include color, paper place mats, a radio plugged into a switch control, scent, taste – candies, cookies, ice cream, and extra stand up lighting!

Marketing Make-Ready Kit – Personalize your Tour! Each time you get a vacant – you order a Marketing Make-ready kit from the main office. The marketing department should match your current printed property marketing pieces to produce your Marketing Make-Ready Kit. Here is a list of Visual tools to consider developing for a consistent message during you presentation 1. Message Poster / Sign / Mini-banner in Welcome Center 2. New Resident Packet – Presentation Packet & New Resident Gifts 3. New Resident Key Marketing – Village Gifts & Lifestyle 4. Tour Route Message to accent benefits and amenities 5. Self-closing apartment cards – redone in company colors and theme 6. Invitation Stations / New Deal or No Deal?

The Marketing Fun Box: Markers, stickers, dog bones, dog bowls, peal off alphabet letters, coloring books, cat nip, place mats, puff paints, puzzles, colored paper, cards, or candy, anything I need to plant a smile during my property tour with a future resident! I like to invite the entire family on my tour. “Let’s get our schedules together.” This allows me to show the apartment to everyone at one time and deal with all objections and share-combined energy for leasing. Just like the bank – I have a sucker tree for my future residents to take one before they tour – so they have sugar melting in their mouth while I talk! ADD FUN MARKETING to the leasing experience!!!!

Invitation Stations – SET UP the Close!

This is a wonderful way to set up a closing opportunity in each vacant apartment. Each Invitation station has an invitation, an incentive, an application and a pen. You can have wonderful formal invitations printed from your management company.

Deal or No Deal – Premise: A contestant must choose from 26 sealed briefcases full of varying amounts of cash from one penny to $1 million dollars. The player must then eliminate the remaining 25 cases - which are opened and the amount of cash inside revealed. After a several cases are opened, the player is tempted by "The Bank" to accept an offer of cash in exchange for their briefcase. Host Mandel then asks, "Deal or No Deal?" Brief History: Based on the game show format from Endemol that has aired in over 35 countries. From the producers of "Fear Factor" and "Extreme Makeover: Home Edition."

How can you SPICE up the leasing today! If you haven’t see the new show it is FANTASTIC!

9 Decide on your incentive price range. Example: $300.00 No one will walk away with less than a $300.00 incentive but they could win more – by planning Deal or No Deal! Decide on great gifts in this price range – define your portfolio. Young group: IPod, Video Ipod, Snowboard, Mountain Bike, GPS Unit, Digital Camera, One year paid – your choice of Internet Service, Digital Computer Flat Screen and a Del Laptop. Add to that One Week Free Rent – Two Weeks Free Rent – Four Weeks Free Rent – and Top Prize Ten Weeks Free Rent!

We cut and pasted a photo of an aluminum brief case online into a Word Document and enlarged it to fit on the outside of your envelopes. Add a text block on the brief case with the number. Create one for each of your prizes. In the example above - we have thirteen – just to make it interesting. The more prize the bigger your chance of not giving away too many big prizes. Most of these are right at our $300 range. For your display purpose – go to an office supply store and buy large white envelopes. Use Spray glue to attach the photo with your numbered brief case on the outside of each envelope. Use a bulldog clip on the top to keep anyone from peeking and hang the folders by the bulldog clips. Inside each envelope is a piece of paper folded with the prize written on it. If you want to make your game board portable – use the small envelopes that come with gift cards - you will simply need to reduce the size of the envelopes and attach them in a way that they can be removed easily. Perhaps you could make a board out of cardboard that you attach a pocket for each envelope - then it would be easy to remove and replace it each time. Create the pockets by simply folding paper and attaching it to the board can create the pockets. Each time you play – you will need to have the manager rearrange the prizes. You could make up duplicate boards to be used by different team members. Leasing should never know where things are – this will add to the excitement of playing. No hints – no influence – just LUCK! Prize descriptions could be included on the Player’s Card.

To begin the game – each person will receive a Player’s Card – This will have a list of the prizes with a place to check off what is reviled and what is still available. Have these printed up four up on a page with your logo and theme ‘Deal or No Deal?” In the game – a person is allowed to first choose a brief case. This is then taken from the wall and held by the leasing team. Inside this envelope is the prize they are guaranteed – if they don’t take the deal. Once they have chosen their case – we hand them a Playing Card and begin the game. We ask them to sign the bottom to agree to the game rules and that they understand these rules are non-negotiable and can not be altered by the staff or the future resident in order to create a fair and non-discriminatory program. On your game card with rules, be specific about how many cases they can open during the game and when your representative will call the “Banker”. Next, the game begins according to the rules stated and they can open some of the other cases to see what they didn’t win – it lets them know what is possible inside their case. Once the first round of cases are opened. The team member picks up the phone and calls the banker (manager – regional) to give them their first cash offer. The team member then writes the cash offer on the card in the space created. The person is then asked ‘ Deal

10 or No Deal’ if they take the cash – they loose what is in their envelope – if they play on – you go to an apartment and finish the game when you return. Anytime the person would like to look inside their envelope and take their gift and rent is up to them – I would always offer them the $300.00 in free rent if they don’t like the gift. At no time are they allowed to pick their prize or negotiate with the team member. They signed the game rules before they started playing and it is important that they realize the team member is not allowed and cannot negotiate for a different prize. It is DEAL or NO DEAL? FUN HUH!!!!!!

MORE Invitation Stations – SET UP the Close! Seattle Properties cordially invites you to reserve the next year of your life at this address. 555 West Great Apartment Street

This would be accompanied by any formal incentive your company might be offering to the public, along with a logo pen and application. The invitation can be printed on a tent card and this INVITATION STATION can be set up on a pass through bar or kitchen counter. FUN invitation stations include Oreo cookies as the incentive and Klondike bars in the freezer – be creative and offer your future resident at least THREE invitations to rent in each vacant apartment they tour. The Invitation to Close -- Be creative with your message Write on glass – (product information) Write a message on the sidewalk with chalk! Have a mascot for each apartment with messages inviting the prospect to rent. The Klondike Close The Ice Cream Close How can you make the moment that they decide FUN? Take the stress out of the decision and add cookies and ice cream!

What are the basic design concepts of great visual closing tools?

1. They are colorful and visually stimulating, 2. They encourage a decision. 3. They are a physical product that can be duplicated and used over and over. 4. They create a “moment of decision” for the customer during the tour. 5. They ask important questions and encourage urgency to “lease” the apartment NOW!

They establish consistency with “Best Practices”.

Self-CLOSING Apartment Cards

A few years ago I had a brainstorm and created what I call the “Self-Closing Apartment Cards”. This set of 48 mini-signs can be printed from the computer and displayed inside a vacant apartment to ask the customer to lease over and over and over again.

They can be used like “cue” cards for the leasing team -- reminders to address closing and messages to the customer encouraging them to lease.

11 I have been truly amazed at the success people have experienced using this simple idea. I have had reports of 12-25% immediate increase in closing.

Prepare your Presentation –Closing with Confidence in your product! The Gift of NEW!!!

The Sparkle Kit – wipes with 409, Windex, paper towels, lemon ammonia, Pine-sol, Carpet fresh, Fabreeze, light bulbs, a broom and trash bags.

Create a list of 25 Reasons why someone should “RENT” your apartments and be prepared to give someone “FIVE” anytime they are unsure.

Prepare yourself to deal with objections – make a list of the most common and create reasonable “understanding” for the problem.

Create a list of the property Amenities and write out the most powerful “benefits” a person can enjoy as a result of living there!

Objection Counter Proposal

______Reason Why NOT! ______Reason WHY! ______

Consistent Customer Communication!

Future Resident #1 Hello Toni,

Thank you for visiting our community, have you had a chance to see what we’ve got in the area? Try Google Earth and type in our address – you can see schools, post offices, shopping and more at the touch of a button! This is such a great area – and we want you to make it your

12 new home! Call us if you have any questions about the area, our community or your new apartment.

We hope to see you soon!

Sincerely,

Your Team at the ABC Apartments 1234 Parkplace Way Dallas, TX 75240 972-555-5555

Future Resident #2 Finding a new home is also about finding the right area! Try mapquest.com and type in our address – you can see schools, post office, shopping and more at the touch of a button! Ourmall.com –goggle your biggest area MALL – they WILL have a site! Ourschooldistrict.com – go to the county site and find school district for the link Ourlandmark.com – find a cool landmark – San Antonio – The Riverwalk!

This is such a great area – and we want you to make it your new home! MSN House and Home will help you compare cities with interesting detailed data on cost of living, schools, populations and more! Check out MSN – House and home at the link below. http://houseandhome.msn.com/pickaplace/comparecities.aspx Here are some additional helpful links: Free Credit check Free Moving Estimate: Free Gift: Welcomewagon.com Free Movers Guide: USPO.com

We want to help you with the right decision making tools to confidently choose our community! We will work hard to earn your trust and serve your needs as a future resident –– just call us today – to make us your choice!

Future Resident #4 We found WALDO – Where are YOU? We know you visited our community – what we don’t know is where you went? Have you decided yet! Please let us know if there is anything else you need from us to help you with your decision! We would love to have you as a resident!

Future Resident #5 Stop LOOKING – start LIVING! The apartment you looked at and loved, was seen by someone else who loved it too! There is room for only one family – and we would love that family to be YOURS!! Call us now to reserve your new apartment home today! There are so many details to be done after you have your new address – let’s get busy on your MOVE – and stop looking today! Call us for a free guide to moving with “Things to do before you MOVE” , coupons and change of address forms.

______

13 New Move-ins & Holidays . Your programs need to make your customer feel the love: 1.) Welcome to your new apartment Card - 2.) You care 3.) You want to serve them 4.) You appreciate them

Happy Message #2 Happy Valentines Day Flowers are a special way of saying “I love you!” We demonstrate our love for our residents with flowers too! Each time you see the beautiful flowers planted through out the community, remember they are there for you. Even though there is no sign with words, the flowers are our way of saying, “welcome home” every day.

Happy Message #7 Happy Birthday We wish you lots of cheer – we’re very proud of you – and we’re glad to have you here! We’d like to take a moment – just to stop and say – from your family here at ___ Happy Birthday!

Happy Message #8 Happy Halloween! Don’t be afraid! As the moonshines bright and the Mummy and Dracula put on their costumes – remember to lock your doors and check your windows! WE don’t want you to be in the dark! Please report any outside lights you see out and let us know if we can replace a torn screen or stiff lock. We want to do everything we can to make sure the holiday and everyday is full of no tricks and all treats!

Current Resident Renewal & Service Messages Current Resident Message #2 Thanks for being such a great resident! People don’t always notice the good things we do -- We appreciate you paying your rent on time.

Current Resident Message #3 Our job is to make your home a great place to come home to. Please let us know, if you ever notice a light out or any other detail we have missed – even the smallest detail is important to us! Take a look at this short list and call the office today if we can help! Are your screens torn or damaged? Are your closet doors off the rollers? Do your drawer rollers need repair or replacement? Do you have any leaks in the joints of your plumbing? Do you have any drips from the end of your faucets? Is there any installed lighting out – refrigerator, overhead, bath? Are your toilets running? Are your doorknobs and locks turning properly?

14 Do you have any carpet strips loose or needing repair? Together we can experience the highest quality of living. Call today or respond to this email.

Current Resident Message #5 Our Psychic abilities tell us there could be something in your apartment that needs repair. Your service needs matter!! So often we think people don’t care about the little things. Don’t let any thing go unreported – call us today!

Current Resident Message #6 The average annual cost of unexpected maintenance for a home is 1% of its total value on the market. Homeowners in your area will have to wait for that evening out, postpone the new computer and never make it on a cruise – their extra dollars will go to Home Depot to pay for repairs to the house the BANK OWNS! The average homeowner today has very little equity, all the costs and no one to turn to for maintenance without paying an average of $65.00 per hour. Feel free to call us anytime and we will provide you will expert service for all your repairs for FREE!! Home Ownership -- the American Dream – I think NOT! Lease Renewal Reminders

Lease Renewal Message 1 Thanks for making our community so great! We are so proud to have you as a resident. If you know anyone else as nice as you, please tell him or her to call us. We would love to have more people just like you as a resident. If they lease – we will provide you with______. We want you to stay and share this great place with your friends.

Lease Renewal Message 2

ONE FREE SERVICE CALL We want to make sure that everything is all right in your apartment. Often people are uncomfortable complaining or worried about the cost of repairs. Our trained technicians are ready to meet your service needs and our service calls are FREE! Please take a look at this list and see if we can fix a few little things! Are your screens torn or damaged? Are your closet doors off the rollers? Do your drawer rollers need repair or replacement? Do you have any leaks in the joints of your plumbing? Do you have any drips from the end of your faucets? Is there any installed lighting out – refrigerator, overhead, bath? Are your toilets running? Are your doorknobs and locks turning properly? Do you have any carpet strips loose or needing repair? Together we can provide you with excellent service -- without your communication we cannot serve you! Call today or simply respond to this email.

Lease Renewal Message 3 Are you thinking about moving? Some times, the right decision – is to just STAY the course – steady as she goes. No need to rock the boat! We think you should just STAY and keep your current address! No forwarding mail, printing new checks and sending out notices. Just STAY -- THEN you can spend your time planning your social life and not your move! You can relax and enjoy life, instead of stressing over finding a truck that fits

15 your sofa! You could save yourself over $1500.00 in expenses along with the pain and suffering of pampering your friends for their help. STAY, and none of your important possessions will be broken, disassembled, mis-packed, mislabeled, lost or stolen because you decided to STAY. We’re so happy you are going to STAY here with us, and when you think about it – you should be too. Call us today to sign a new lease and STAY!!

Lease Renewal Message 4 10 reasons why you should STAY! 1. WE LOVE YOU & WANT YOU TO STAY! 2. You won’t have to clean out every closet and drawer in your apartment. 3. You don’t have to buy boxes and pack up everything you own. 4. We are so close to all the best “fun” in town! 5. Your car already knows how to get here without you thinking! 6. You know where everything is in our grocery store! UUGG! 7. You have a great dry cleaner; membership at Blockbuster around the corner & the pizza delivery guy knows your name! 8. This is your home and you have made great friends! 9. WE LOVE YOU & WANT YOU TO STAY! 10.We have an extra bonus in the office to give you all you need to stay here!!! Make the right decision & stay! Call us today to sign a new lease and reserve your apartment for another year!

How do you set the right speed and avoid BLOWING a tire! You set the MOOD – Happy – Sad – High Energy - Low Educate – Share your experiences What is important! They look where you look! Lead by example – let them find you cleaning windows!

16 Do your DRIVE your people? Encourage – building a great team Give them courage! Believe in them before they do! Build their career!

Enlighten – share your experience to build trust Teach their lessons with GRACE! A safe place to learn. Knowledge is power/ Get out of Jail Free Cards! Confidence comes from great mentors – Give your people confidence!!

Inspire – build your team’s success Set the bar high! Give them a new goal! Take time to reward! Careful with your criticism – generous with your praise - Employee’s perceived value . . . is built by YOU! Staying DRIVEN!

How do you stay energized – so you can help others?

What do you do for you? What recharges your batteries? ______

______

The Miracle

YOU are the MIRACLE You’ve Been waiting for! YOU’VE GOT THE POWER – NOW – AS YOU ARE . . . PERFECT! 17 A Poem inspired by my Mother-in-law Carol – a fellow Diva-Pirate!

The Present By Toni Blake Everyday with out my choosing, it arrives for me while I am snoozing I open my eyes and there it is . . . with all it’s splendor... Heaven sent -- My Present. I often wonder what will be -- what will my present hold for me? What is to come -- I cannot hide -- I have to take a look inside. It is not the kind of gift you can give back, if it doesn't fit, or has a serious lack. It isn't always what I want, the things I hoped that it would be. But there it is, nonetheless, waiting each day, just for me. I have closed my eyes and wished for more, to change the way it was before. To make if different - what would I give? But there it is --- just as it was, my present, my gift, my choice now only is to live! This present cannot be exchanged, replaced, resized or rearranged. It is a gift I must accept -- No matter what, no matter how, no matter -- I gratefully accept my present!

How is your package? Happy with what you got?

Another poem by Toni Blake/ 1981

If I try and be the BEST by being just like you – I’ll find myself forever being #2! If I try and be the BEST ME there’s every BEEN – There’s only ONE – The RACE is RIGGED And I AM BOUND TO WIN!

Exercise:

Listen and follow Toni’s instructions.

18 1. ______2. ______3. ______4. ______5. ______6. ______7. ______8. ______9. ______10. ______

How did you feel completing the first column of words? How did you feel completing the second column of words?

If you think you’re a winner or you think you’re a loser . . .

You’re right!

Words DRIVE your Thoughts – DRIVE your ACTIONS take you there!

Find the lie and re-write it!

Affirmation ______

I get up at 7 AM every morning and all I need to get going is a breath of fresh air.

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