Jen (00:01.272) Cassie. We were just saying if we could give each other a hug, we would, but we'll have to settle. Yeah, we'll just have to settle for virtual virtual hugs. Yeah. Yeah. And when we hopped on, you were like, I was like, how are you? you're like, woo, crazy. Cassy Williamson (00:02.75) And hi! Cassy Williamson (00:08.77) in person. Cassy Williamson (00:13.754) Virtual hugs. Yeah, as I say hugs through the screen. Cassy Williamson (00:23.768) Yeah, there's a lot going on. I think when you are in the phase of life with little, so I have a five month old and then a three going on 13 year old. It just is chaos. And you know, you're just meeting yourself coming and going. You're like hitting elbows with your spouse when you can. Like I'm just shoving goldfish or barbecue chips in my mouth, like running to the next thing. And it's just like, okay, we're here. We're doing. Jen (00:48.238) I know it is like, I mean, it's chaos. It's been a while since I've had littles, but when I reflect on that time, it seems almost like a blur. Like sometimes my husband will be like, don't you remember blah, blah, blah? And I'm like, no. And actually you'll appreciate this. The other day there was some movie or something and he was like, I can't believe you never saw this. it was the Patriot. Because for 4th of July, we were like, what should we watch? And we were looking for a movie to watch or whatever. And I was like, you know, I've never actually seen The Patriot. And he's like, what? And he's like, it came out in, you know, whatever, 2018 or something. And I said, yeah, I was raising babies. Like, that's what I was doing. Yeah, I was like, yeah, no, I didn't like, I didn't watch movies. I didn't watch shows. I was taking care of littles. Cassy Williamson (01:36.752) You were just doing a few other things. Just a few other things, yeah. Jen (01:46.794) and working and doing all the things, so. Cassy Williamson (01:49.136) doing all the things, all the working mama things. I know, and it's funny because what we do watch, I mean, I've seen Matilda 49 times over the course of the last month, but I have kind of crossed her over to the dark side with Mrs. Doubtfire and the parent trap, things that I enjoy that I'm like, isn't this the best? know what you're not supposed to do? Lead them to a decision. So that has been fun, but we... Jen (01:56.689) Hahaha Cassy Williamson (02:13.72) Yeah, we just pretty much watch kids shows if we're watching a show and then otherwise like you just crash. just totally you crash, you crash and then you don't sleep that great or you might sleep great one night and then the next night they're both up. You just never know what you're going to get. It's like the Forrest Gump saying it's like life's a box of chocolates. You just never know what you're going to get. And that might be a record, right? I would be so proud. I mean, we're only just a few minutes in and I was able to drop a Forrest Gump quote in there. So. Jen (02:32.046) Mmm. Jen (02:40.43) Man, Ryan and his mo- we've already talked about two movies, three movies. Um, well, listen, I am excited to- let's, let's spend some time, right? Like we've got, we've got some time where we're not moming right now. So let's get into it. Welcome to episode 42, Lucky 42. Today I am joined by you guys all know her and love her out there. And if you don't- Cassy Williamson (02:44.612) Yeah, he loves movies, loves his movies. Cassy Williamson (02:55.919) Yeah. Cassy Williamson (02:59.504) Let's do it. I'm ready. Jen (03:10.71) You're missing out because today we have a special guest with us. Cassie Williamson. She is a strategic performance coach at Impact 88. Hope I didn't screw that up. And author of the book Unapologetic, which I can't wait to talk about that. And also a podcaster that you do with your husband. What's the name of it again? She talks, he listens. Cassy Williamson (03:22.266) No you didn't. Cassy Williamson (03:34.628) Yeah, she talks, he listens. Yeah, he made up that name for everybody giggling because that's just kind of how it is. I talk and he listens. But the podcast is both of us. Jen (03:44.204) Yeah. That's like, that's like date night for you guys. Cassy Williamson (03:48.29) It is, it really is. And I know everyone's like, when do you guys have time? And I'm actually like, that is our intentional together time. And it's like our hot date in my office that we have together once every couple of weeks for 30 minutes. Whatever works. Jen (04:00.3) Hey, whatever works. You know, my husband and I role play. That's our hot date. I'm like, when that person said that to you, what did you say? I mean, seriously, we're dorks. So I, I get it. I love it. Well, I'm excited to hop into. We've got some fun things to talk about. but first, if you don't know Cassie and you're listening, I want you to, to tell everybody, give everybody your industry story. Cassy Williamson (04:11.95) You gotta do, you gotta do what you like to do. Jen (04:29.198) just kind of how you got into the new home industry and what your background is. Cassy Williamson (04:33.934) Yeah, so I have a little bit of a wild story into our industry, but I feel like a lot of people do when you actually get to sit and hear about how people got to this place that is, you know, new home sales. I started, so my husband and I were building a home with a builder that was local to us at the time, and we were sitting in our design center and our salesperson was just back and forth talking to me, what do you do? Learning a little bit about us. And he was like, well, My mom actually is a speech therapist, which is what my degree is in. I was doing pediatric speech therapy at that time in the middle of the pandemic, crazy, you can imagine. And he was like, I think you can make a lot more money doing this. Are you looking for a job? And at that point, I was not looking for a job. We were looking to buy a home. But pro tip guys, if you're listening, I never say no to an interview, because you just never know when God's trying to open a door. So that was, I met with the owner. I met with their director of sales and they had a position at the time that just wasn't a good fit. And looking back, I'm so thankful that that, you know, in leadership, they recognize that. And so it one of those we'll call you if we can when we can. Well, it was March twenty twenty one. Yes. And I was so sick. Thought I had the flu. Turns out I was pregnant with my first daughter. And the same day that I found out was pregnant was the day that I got a call from this owner offering me a job. as an online sales counselor and designer for this new division. Woo woo, OSC's woo woo. And so I took a leap of faith and I said yes. And within just my first few weeks working with this builder as an online sales counselor and designer, my one and only salesperson was let go. And so I was left to kind of figure out all of the things, about all the things. But it was the best way to really kind of get thrown into the deep end. Jen (06:02.753) Ha! Jen (06:20.792) Mm. Cassy Williamson (06:26.052) because I had no other way, but through, like I had to figure it out. It was up to me to, you know, take on our current customers, also prospect our newbies and make this a success. And I am just not someone who likes to fail. I really don't. I like to win. And so I was like, I'm going to figure this out and we're going to do it. Gosh darn it. And we did. And so that role led to a director of sales and marketing role. It led to me entering this training world. And then I joined Ryan officially this past May as the strategic performance coach at Impact 88. So I promise that's the short version of a very crazy story, but yeah. Jen (06:52.462) Mm-hmm. Jen (07:02.338) No, I love that. mean, I think a couple of things you said that I really love is one, never say no to an interview because I'm like that's how I'm to like say yes. you know, always explore, always keep the door like always try new things and put yourself out there. I think that's awesome. And then also that you started an online sales. Obviously we're super passionate about that. Cassy Williamson (07:27.629) Yes! Yes. Jen (07:31.662) And I feel like that's kind of when I met you, when you were transitioning to the leadership role and then you had to bring on, you had to hire somebody to replace you, get them trained up. And I just remember the first time I met you, like your energy was contagious. Cassy Williamson (07:37.71) Yeah. Cassy Williamson (07:52.336) Thank you. I remember leaving my first DYC summit and just not only being so excited to have like my first industry exposure, you know, networking events, but just, know, getting to learn and digest everything that you guys were putting out into the universe of, you know, online sales, but also marketing. Cause I went and sat in both seats. And I mean, I have been like, Jen (08:03.147) Right. Cassy Williamson (08:18.04) not stalking in a creepy way, but I have been loving on you ever since. Like whether it was a text or a screenshot of a podcast or a, hey, I missed you. Like, hope things are going well. Like I have been creepily, but not creepily loving on you ever since, because I just think that you're one of those good people in our industry that everyone can learn from, whether you're in online sales or not. And I just love that our paths got to cross as early as they did, because we've known each other for like, as long as I've been in the industry, basically, which is really cool. Jen (08:42.562) Yeah. Jen (08:46.68) Well, thank you for saying that and ditto. feel the same about you. And the other thing that I love about you and I, I like, you're listening, I'm speaking to you too, because one, like this industry is really small and the connections that you make are truly important. But what you do with those connections and how you keep up with people and the intentional outreach that, that you Cassie. do, like to stay connected. Like you're just so great at that. Like a quick text, you know, a quick message, like, you know, just personally, it meant so much when you reached out when my husband had his heart attack and went through all that. And I mean, it took you 10 seconds, but it is something that I will never forget. So anyway. Cassy Williamson (09:45.241) Yeah, I have goosebumps too. I think that something that I, one of the things I talk about a lot in the book, but one of the things of my life that I hang my hat on or try to and try to practice and pour into people is this concept of just, you know, loving on people. I think that we take for granted how much people are going through because we get caught up in our own Jen (09:46.092) Chills. Cassy Williamson (10:13.04) crazy lives because they are crazy and everyone is experiencing some level of subtheme and it's really easy to just get so caught up in the day to day that you forget to take a minute to love on people. And I think that one of the things that I've always tried to make one my core values and it's like the background right there. wrote a song way back when that's a whole other chapter about making a difference is like you don't Jen (10:13.166) Yeah. Jen (10:27.982) Yeah. Cassy Williamson (10:40.9) have to be the highest person on the totem pole. You don't have to have the biggest platform to speak on. You don't have to have a leadership title. You don't have to be, you know, the loudest person in the room. You also don't have to have buddy the elf energy to make an impact in someone's life. And so for me, it's just when you find good people, especially in this industry, love on them. Gosh darn it. Love on them because if the world had more of us loving on people. you know, I think the world would be a better place. And so I do try to show up that way and I'm definitely not perfect. And, you know, we all have our moments, but if you can say each day, did I go out of my way to love on people? I think that's a pretty good day because you just never know who needs it. And I always get these like feelings in my stomach of like, you need to text that person. And it's so funny because then that person will respond to be like, Your timing is insane, I needed this so bad. And I'm like, okay, it's a God week. It's like, I knew that was why that person was put on my heart. And so, yeah, I would just say that if you can do anything in this life, it's just be kind, love on people because you just never know who needs it. And also it puts just good in the universe that we need. And that is something that we won't run out of if we're all pouring it out. Jen (11:33.955) Yeah. Yeah. Jen (11:55.234) I love it. What you put out into the universe, you get back. So I love it. You're so great at that. I'd love for you to help me before we kind of dive into what online people are talking about. I do this thing, Cassie, where I do a little Tito shout out and Tito is kind of twofold. One Tito stands for top industry talented OSC. Cassy Williamson (11:58.638) Yes. Cassy Williamson (12:02.056) Thank you. Cassy Williamson (12:09.103) Yeah. Cassy Williamson (12:16.493) Okay. Cassy Williamson (12:23.663) Okay. Jen (12:24.334) but Tito also is my heart dog that I had for almost 17 years that passed away. And it was actually Mike Lyon's idea, was like, you should come up with some way to like memorialize Tito. And I was like, top industry talented OSC, I'm gonna do a shout out every podcast of an OSC who's doing something cool out there. So. This episode's Tito goes to Cindy Salinas of Esperanza Homes. yep, Cindy, shout out, you know, Esperanza Homes. So Cindy is getting this shout out because, you know, we have been talking about prospecting, prospecting, prospecting. Like people are probably sick of me saying the word prospecting so much. But Cindy in the month of June. Cassy Williamson (12:58.35) Yay! I do! Jen (13:15.182) Almost 25 % of her appointments came from age leads. Almost 25, 23 % came from age leads. So man, that girl is doing some prospecting. She is showing us how it's done. good job, Cindy. We see you. We see you. Okay, so what are online people talking about right now? And this was, this was, you know, Cassy Williamson (13:28.378) She's showing us how it's done. Cassy Williamson (13:33.616) Way to go! I love that. Jen (13:43.466) One of the reasons I wanted you to come on is because you said something to me while we were connecting last. You said, you know, we need to learn how to hold hands, not step on toes. And that really resonated with me because one of the things, Cassie, that we hear, you know, all the time and... When we do like a skills assessment of our online sales specialists, like, like rate yourself on a scale of one to 10. These are the areas of, you know, for your skills and connecting with sales typically will score lower. Like that's always a challenge, whether it's because they're remote, they're not out in the field with their salespeople. Maybe they only see them every once in a while, or maybe they have stepped on toes or they've gotten their toes stepped on and it can create some friction. So I wanted to talk to you about that. And when you said that phrase to me, where did it come from? Cassy Williamson (14:46.798) Yeah, well, we call them Cassie isms in my house and I've just got lots of them for days. I just had a call, someone in the industry was like, I actually take notes of these now on my phone. And I'm like, I don't know if I should be horrified or proud, whatever. I'm gonna unapologetically own that. But the idea really came from a conversation about Ryan and I, because I'm a part of the Impact 88 team as the strategic performance coach. But I've also announced my book and my own brand and the things that I'm doing. under the Cassie Williamson umbrella. And this concept really came about because one of my favorite things about Ryan as a leader is that he is all about collaboration and supporting other people and really pushing you towards what success looks and feels like to you. What is your best? What is going to elevate you? What's going to allow you to serve on the greatest way? And so in conversations we had, I was like, Ryan, we can hold hands without stepping on toes. Like our brands can hold hands without stepping on toes. And then in our UNI's conversation, cause this just really has stuck. I'm like, the same thing is true for salespeople and online sales. Like it is so true that we can collaborate and support one another and be on the same team without stepping on toes. Now there might be some accidental toe stepping. Okay. There may be, it just might be like a bit. Yes. You might do one those, oops. But the idea is that. Jen (15:59.799) Yeah. Jen (16:03.854) There might be like a pinky here and there, right? That gets smashed. Cassy Williamson (16:13.72) we can live in harmony with one another and hold hands and support each other and lead each other towards success without stepping on toes. That's where it came from. Jen (16:23.116) Yeah. Let me ask you this. When you're working with salespeople or just even in your past experience, do you feel like sales, onsite sales really understands what online does? Where do you think the disconnect starts and how can we fix it? Cassy Williamson (16:42.382) Yeah. Well, I think it's true of a lot of things that it starts at the top down. I think that when we think about just culture and collaboration and alignment of our teams, it really starts from the top in most instances. And I think if you're a part of a bigger organization and you're listening to this, you may be thinking, well, I can't change anything about that. you know, what do I do? Jen (16:50.306) Yeah. Cassy Williamson (17:08.824) And it goes back to what we were talking about earlier. You want to hope that your upper leadership has this support of the two to hold hands and not step on toes and that there's been education about the power of the two roles and how they support one another, especially in this market. mean, hello. And the way that we've moved to such a digital age of shopping online. But if it's not there and we're not seeing that, then I think it's really up to you, especially when you're sitting in this online sales role. Jen (17:26.115) Yeah. Cassy Williamson (17:38.852) to take on this idea that like, you don't need a title to lead. Like, here's your opportunity to show up and make a positive impact on that online sales role. Like, and I think that is so cool to have this power to kind of shift the mindset around maybe something that's not super positive. We train our salespeople on this, right? We talk about how our customers are coming in. Jen (17:43.756) Mmm. Cassy Williamson (18:06.308) to avoid us or they're like strategizing in the parking lot about their story so they don't have to deal with us. I mean, we train on that for sales. And so isn't it kind of funny that we have to think about, how do we strategize in a way that allows the people on our team to know, especially as an online salesperson, hey, I'm here to help you. I'm on your team. Like I'm ready to support you. Like the biggest thing I've seen time and time again with online sales and what I have told frontline sales is, Jen (18:12.675) Yeah. Cassy Williamson (18:36.314) Do you really think your online salesperson doesn't wanna see the sales team succeed? Like, you really think they're not in it to win it with you? Like, come on. Jen (18:40.846) Really think Jen (18:45.666) Right. So, I mean, a couple of things you said I think are important to pull out for sure is like, you know, leadership. Obviously it starts with leadership. You mean, because that's sets the standard. Education. So like if you're, if your salesperson doesn't know what you do, and a lot of times online has never sat on site. So like, They don't know all the ins and outs that go into being a sales manager at a community, right? That's a whole other thing. And so the education and the understanding of each other and what you said for online sales, I wholeheartedly, 1000 % agree with you is don't sit back and wait for there to be an understanding. Cassy Williamson (19:26.042) so important. Jen (19:40.43) Put yourself out there, be tenacious, be proactive. Get out there in your salesperson's space and talk to them and explain what your process is and what your intention is and what your goals are. I want to get you as many sales as possible out here. Cassy Williamson (19:42.052) Yeah. Yeah. Yeah. Cassy Williamson (19:57.422) Yeah, I mean, look at it as. Right, and as an online salesperson, look at that as like your version of asking for the clothes, okay? But like internally, and I think a good salesperson will look at that and respect it. And the other thing that I'm seeing more frequently, and I'm so glad, but still not completely across the board, is this idea that when we have newbies, so when we bring on new members of the team, we encourage job shadows of the roles of our organization. And that is one thing I have loved to see when Jen (20:06.542) Yeah. Cassy Williamson (20:30.966) online sales or frontline sales gets onboarded and you shadow one or you shatter the other and you go to a site walk and you do a design appointment because I just think we will never be able to put ourselves in someone else's shoes. But when you're able to observe the role and see it, it's really hard not to respect the amount of effort and work that goes into all the pieces of the puzzle when you come from a builder. mean, it is just, everyone has a, like a super important part of the process. We couldn't do one without the other. Jen (20:52.034) Yeah, totally. Cassy Williamson (21:00.024) We need to hold hands and not step on toes. And so I think if you're an online salesperson listening to this, and this is a pain point, is there an opportunity to say to your leader or to the sales people you're working with, like, hey, can I just, you know, do X, and Z? And if you don't have the ability to go in, that's when we leverage virtual and like, what can we do through the screen? Because, hey, this is new. Like we haven't always had this. But like, Jen, you and I, like our friendship has been mostly this. So there is proof. Jen (21:27.776) Exactly. We've been in person like twice. Cassy Williamson (21:28.24) in that pudding, like you can do it twice. I mean, there's been like two hugs, two on and on. Come on, like, come on you guys, listen to Jen and I here. Yeah. Jen (21:35.918) Yeah, exactly. So, okay, I love all of this. you know, the online sales specialist that's listening that goes, well, I'm swamped. I am so busy. Like, you know, how do I have time to do that? I think what you said is huge. Like virtual text, like. Cassy Williamson (21:47.738) Hmm. Aren't we all? Jen (22:01.226) Reach out via text with like a smiley face emoji or like send a Starbucks gift card like, hey, good job on that handoff. Here's a Starbys on me. Like the awesome teamwork. You know, schedule a quick FaceTime. Yes. Exactly. Exactly. Cassy Williamson (22:13.038) Yeah. Just read this awesome note in the CRM, like have your coffee on me tomorrow or a selfie video message. Like intentionality wins every time. And you and I talked about this at the beginning. If you are intentional and you've done as much as you can do, all you can control is what you're putting into it, right? Like you can't control their response, but I could go to bed and rest pretty easy knowing. that I loved on my salespeople, that I did what I needed to do, that I gave them what they needed from me to have a successful collaboration. And there's this concept I have called love them down and you won't win with everybody. Like newsflash, not everybody wants your kindness. Not everybody wants it. And I had to learn that lesson the hard way, man. It stinks. I'm still learning it. I know it really does, but we are not for everyone, but at least you can know that you gave it. Jen (22:53.902) What? What? What? Jen (23:00.502) It sucks when people don't like you. Cassy Williamson (23:08.494) you're all like you gave it your best and that's all you can do. Yeah. Jen (23:09.262) Yeah. We say like 80%, like you get 80 % loving on you, then that's successful. The other thing I just want to add in here too is you might be holding hands like all day long, it's kumbaya, but like to keep that connection, like you have to still put the work in. Like, you know, cause you might be listening and thinking, I have a great relationship with my sales team. Like whatever, like my... Cassy Williamson (23:17.06) Yeah, that's huge. Cassy Williamson (23:31.962) Mm-hmm. Jen (23:37.484) you know, our handoff is good, like our performance is good, everything's great. That doesn't mean that you don't ever attend a sales meeting, hop by the community when you can, send them a text, send them a video email. Like, you still got to keep it, keep it going. Cassy Williamson (23:54.298) Well, it's just like our relationships. Don't get too comfortable. It's like, don't get out of the honeymoon phase, because that's when everything, your pants, dope button and things start going south. Like, I think we have to think about nurturing just like we would a lead. Like if it's good, great. If it's going well, that's fantastic. But how do we keep it going that direction? We don't want to backslide. We don't want to lose momentum. And in this market, like our salespeople need some love, y'all. Jen (23:57.87) Yeah. Jen (24:07.96) Yeah. Jen (24:15.16) Yeah. Jen (24:20.524) Hey, it's all, it is all hands on deck right now. I, you know, I can remember, you know, obviously now, you know, most people, both online and on site, I don't want to make a general statement, but I'm going to make a general statement is that most people right now have a little bit more bandwidth. It's not like it's like gangbusters on leads and sales coming out of our eyeballs. So it's like, all right. Cassy Williamson (24:23.12) It's not easy out there! Cassy Williamson (24:46.981) Mm-hmm. Jen (24:49.6) It's all hands on deck. Like I was talking to an online sales specialist the other day that was like, I had this great conversation. Like this person I felt was such a good, you know, lead, like they were ready to move forward and they had a little bit of concern about such and such, but like I gave my salesperson a heads up and like, we kind of worked on this together. Like we tag team, like, Hey, like this is their concern. Like, like, let me prepare you. Cassy Williamson (25:17.936) Mm-hmm. Jen (25:18.058) And then the salesperson that, you know, kind of knew like how to, you know, lead with that conversation. And that was truly collaboration. Like online sales, like we got to be thinking about the sale alongside of our sales, our, our teammate on site and like, yeah, like be the Scottie Pippen to your Michael Jordan. Like, let's go. You know, Cassy Williamson (25:26.32) Mm-hmm. Cassy Williamson (25:37.946) Yeah, it's all hands on deck. Cassy Williamson (25:43.438) Yeah. Yeah. Well, and I think too, it's, and this is true of anyone who's, you know, customer facing even on the opposite side of the, or the other side of the sale is what are we doing to elevate the experience? And I think that this is something that is true of internal. Like we need to keep building up our team and pouring into the people that we're working alongside. And then we also have to remember like our customers are fragile. Like we've got to just keep holding hands with them throughout this process and be mindful that Jen (26:07.693) Yeah. Cassy Williamson (26:12.494) whether you have a sales title or not, everyone's in sales right now. Like we just got to keep that shift moving forward, like full steam ahead. Jen (26:17.134) That's right. Nothing happens without sales. Amen. So real quick, just to recap, you guys, some ways that you can connect, you can visit the community, you can focus on the handoff, you can give shout outs on those things. You know, one thing I did was like prospecting, again, prospecting. I'd be like, Hey, Cassie, I know you need to move that inventory home that's been sitting there. Cassy Williamson (26:21.328) That's right. Jen (26:47.852) I'm gonna go dig in deep and I'm gonna do some prospecting on my end and try to get you some more appointments. How would you feel as a salesperson if you knew your OSC was just freaking going to town on some prospecting for you? Cassy Williamson (27:00.848) That's fantastic. mean, how you just can't be anything but excited and grateful in those moments. Jen (27:02.701) Right. Jen (27:06.06) Right. Like I called 400 people today about happy acres and I got you two appointments basically, but it's like, just makes you feel like you're, on the same team. And that's, that's what we want to get to. Okay. Yeah. Cassy Williamson (27:13.177) Yeah. Cassy Williamson (27:20.4) Yeah. The other one thing I want to throw in Jen, because this has come up on two calls that I've been in. There are a lot of people right now calling around for information, whether it's a realtor, whether it's another builder. I think a cool thing as an OSC, because I don't know that these messages always get passed on, is if you get a call from a realtor or a competitor, somebody who's shopping, basically shopping around, I think it's really cool, an opportunity to Jen (27:33.005) Yeah. Jen (27:45.336) Okay. Cassy Williamson (27:49.594) provide a different value add to your salespeople. And I would say handle this conversation with kids gloves, because you don't want to be accusing or you don't want to make them feel like they're not doing anything. But something along the lines of like, hey, I got this call over the weekend. This other builder was calling to talk about what we're doing right now, how things are going. And I just wanted you to be in the loop, because obviously they're looking into what we're doing. Maybe you want to reach out to them. Maybe you want to go see what they're doing. If I can do anything to be of a support. But really more than anything, I just wanted you to know they called. I think that is a really cool opportunity that your leadership would appreciate because if your salesperson at that point is not making those kind of calls, maybe it gives them a loving like, hey, people are watching what we're doing and they're asking around and we should probably be doing that too. Jen (28:31.532) Yeah. I love it. It also says like, I got your back, you know, because realtors are calling shopping around like, what do you got? They're doing this. What are y'all going to do? You know, how are you? mean, there tons of conversations and who's getting these conversations online sales. So online sales, like you got a, you got, you got their back. Cassy Williamson (28:37.71) I got your back. I'm your eyes and ears when you're not there. Yes. Jen (29:01.49) and also just letting them know what you're hearing on the front line from, yeah, absolutely. Okay, so anything that you want OSCs listening to know that you've heard from on-site, like grumblings on their end, like, man, I wish OSCs would do this, or I wish, like any challenges on that end. Cassy Williamson (29:05.39) Yeah, just communicate with it. Communicate with it. It's so, so impactful. Cassy Williamson (29:29.656) I have heard a little bit of grumbling around leading with incentives. So meaning because customers are calling and I don't know how many markets are facing this, but a lot of times they're just trying to be information getters and they're just like with the punches, like tell me tell me X, Y, and Z. And so it's really easy to be on the other side of that phone and to not just provide the information you're being asked for, right? Incentives are included in that. Jen (29:34.557) Ooh. Jen (29:39.01) Mm-hmm. Jen (29:45.432) Yeah. Jen (29:55.391) Okay. Right. Cassy Williamson (29:59.13) But this is a very slippery slope because incentives change, incentives are fluid. We might not always have them. And so if something is given over the phone that maybe isn't available anymore when they come in or isn't the same, it creates friction that maybe could have been eliminated had it not been shared. So I would say if you are an online salesperson getting these questions about incentives, Jen (30:03.245) Right. Jen (30:06.829) Mm-hmm. Jen (30:14.456) Okay. Cassy Williamson (30:28.526) I think the best response is like, hey, I think it's really cool that you're asking. I would be asking that too, if I was gathering information and shopping around, but our incentives are so unique to you and your situation and very community based on communities. I would hate to misguide you on that. I'll make sure to put in the notes for your salesperson that that was a question that you brought up with me so they can cover it with you when you come in to visit. That would be how I squash that bug because Jen (30:51.007) Okay, love it. Okay. Cassy Williamson (30:56.024) It's just a can of worms we don't need to open, but I know like an eye that It's hard. Jen (30:59.608) So I love this. Well, I love this conversation because that's definitely something that we hear that OSCs, you know, and sometimes they go right into the info dumping of like, yeah, let me tell you about all the incentives we have. Let me tell you about all the homes available. Let me tell you about our pricing. And so what I agree with you like is like, OK, if you get the incentive conversation right off the bat, obviously, if it's something plastered all over your website. then you have to be ready to talk about it. Like if somebody's like, I see this is on your website and whatever. Like, however, if there's other incentives that are not public, I agree with you. It needs to be like, you've come to the right place. We do have incentives, but we really take a customizable approach. Let's talk about what you're looking for to see if this is even gonna be a good fit for you before we get into the incentives. Cassy Williamson (31:33.893) Right. Yes. Cassy Williamson (31:40.88) Mm-hmm. Jen (32:00.768) Because to your point, you're right. somebody, if we just info dump all of the information and then they're going to be like, okay, thanks, bye. And then we've lost them. So we want to give them a little bit, but then pivot them and try to get them out on site. I love that. Okay. Advice. Okay. You guys heard it. Advice from the, from the on-site world. Don't give out the, don't lead with the incentives. Okay. Cassy Williamson (32:08.848) Yeah. Cassy Williamson (32:25.968) Don't lead with those incentives. Yeah. It's hard because we want to be helpful. We want to be helpful. And if that's what's being asked. I think just practicing in your conversations around and be like, be open with your sales team. Be like, hey, this is coming up. How do you want me to respond? And can we practice that together? I think the salesperson is like, thank you for bringing this up. Like, there's nothing wrong with doing that. Jen (32:30.69) Got it. Jen (32:45.246) I think that's good too. Ask sales leader. Jen (32:51.104) Yes. my gosh. Thank you for saying that. So I a thousand percent agree as like, if you are continuing to get these hard, you know, having these hard conversations, get help. Nobody is expecting you to know how to navigate this. Like go get help. Go ask your sales leader, your salesperson, your coach, like whoever's like working with you. Cassy Williamson (32:54.969) Yeah. Cassy Williamson (33:06.116) Yeah, phone a friend. Cassy Williamson (33:11.609) Yeah. Jen (33:20.278) and say, give me some advice. Because it's not all on your shoulders. Don't feel like you have to figure it out. Cassy Williamson (33:26.33) Nope. I mean, you might be on an island remote alone and it may feel like that, but you're actually not alone. And this is where you phone a friend. You phone a friend and tag someone in to support you because if you're getting that question, I bet other people are too. And so you're not, I always think about this because I always ask whatever question I want to ask. Chances are if I'm thinking it, someone else is too. And so I'm not just helping me, I'm helping others. So if you're someone who struggles with like raising your hand, just say, I am helping someone else by asking this question. Just that's what I was like. Jen (33:38.808) Yeah. Jen (33:54.058) that's good because we sometimes wanna, we want to act like we have it all together. We don't need help with that. I got it under control. okay. Speaking of knowing it all, you have a new training program that you just rolled out called the new hire, the new hire blueprint. So talk a little bit about that. Cassy Williamson (33:55.376) Just keep your mindset. We know it all. Yeah. We know it all. mean, come on. No, we got it. Cassy Williamson (34:15.076) We do. Yes, my baby. Mm-hmm. Jen (34:23.33) What you got cooking? Cassy Williamson (34:23.856) I mean, it is so fun. We started last week. The New Hire Blueprint is an eight week virtual program for newbies in the industry. And when I say newbies, mean, really, if you joined in the last six to eight years, you haven't had an adverse market like this. You just haven't. A lot of people are used to people lining out their door and then they just are expecting that to come back again. And it hasn't. It's not bouncing back like what we thought it would. And so the idea of the new hire blueprint is to provide this foundation of all the aspects of the industry we feel like allow you to run your community like an entrepreneur. So like you own this, like it's your own business. And so we talk about, you know, knowing your product. We talk about building your own pipeline. We talk about, you know, follow up that's truly service based, not just like shoving emails down someone's throat or calling them 100 times a day. We talk about the role of the online sales team. We talk about the importance of all the aspects of the team. We talk about realtor partnerships. We talk about building a brand. mean, what it is, it's like new home sales one-on-one. Yeah, because the idea was, and really this program was born out of what I wish I would have had. I want to put these tools in the toolbox of Jen (35:22.87) Woof Jen (35:31.32) So it's like fundamentals, like just all the fundamentals of the job. Yeah. Cassy Williamson (35:43.758) these new home sales professionals that allows them to feel empowered to either know what they need to know or ask the right questions. And so we go through the program teaching them why a CRM is important. my gosh, teaching them why follow-up is important. Jen (35:57.314) okay. Okay, like, what do you tell them about CRM? Like, what do you tell them to use it? Okay, but like, how do you get them to use it? Cassy Williamson (36:06.256) Okay, I... Cassy Williamson (36:11.888) Right, so this is so funny, Jen, because for whatever reason, this is a pain point, right? Like, why is this so hard? We talk about it a lot in our client training. So if you train with us, if you train with Impact 88, this is something that we are monitoring on a monthly basis because CRM use needs to go up, period. But we also do a whole segment on it in the new hire blueprint because, and this is what I've told leaders, my job is to sell these new frontline sales professionals on why the CRM is their best friend. Like why leveraging the CRM is one of your strongest sales strategies because the quality of our follow-up is only as good as the quality of our notes. There is no way that you can remember all the things and keep track of Ken, you know, Jen, Bob, and so and so that you all had walk in within the same two hours because that's how it goes. If you don't take notes, there's also no excuse now. Jen (37:03.171) Right. Cassy Williamson (37:06.82) to not take notes because you can do voice notes, you can voice record, you can use all the AI things. And so we are really trying to make a splash here. Our online sales specialists will really appreciate this. We are telling these newbies like use your CRM. It is your friend. It is your friend. Yeah. Jen (37:09.911) Right. Jen (37:16.856) Okay. Jen (37:23.692) Right. Yeah. Well, thank you. PSA. Use the CR. It's it's 20, 25. It's time to embrace it. OK, good. All right. Let's let's switch gears and talk about your new book. You sent me a picture the other day and and there it is. my gosh. Hold on. Hold it up. Let me see. It's. Cassy Williamson (37:28.026) Mm-hmm. Yeah. Goodbye. Cassy Williamson (37:50.722) It just came in. So that's like why this is so exciting. I have them sprinkled. No, I don't for real. But this is, it's just, I'm keeping it close to me because I can't believe it's here. Jen (38:00.364) when is it going to be available for purchase? Cassy Williamson (38:03.834) So pre-sales happen next month in August. We will go live and then the book drop is October 28th. So it will be in so many people's hands very soon, but I'm so excited. Jen (38:18.146) So why should somebody read this? Give us the quick version of a little, know, what's the back flap say? And what inspired you to write this? Cassy Williamson (38:27.929) Yeah, so. Cassy Williamson (38:32.9) Well, I'm gonna do the short version, promise, which is always challenging for me. But I was having conversation after conversation with just powerhouse professionals who were feeling stuck, whether they were sitting in the wrong seat or at the wrong table or feeling like they didn't fit or that they had to compromise something about themselves to get ex success. And I was just really... imparting on them my experiences and sharing the lessons that I've learned that in the book are called unapologetic truths. And it's this idea that we cannot fully fulfill the purpose that we were called to serve or lean into our why if we're not willing to show up as unapologetically as ourselves. And so for me, this book was born out of the idea that RY does not have to be compromised by or how. And that concept comes from this spunky firecracker nun named Sister Clara, who was at the mother house that I volunteered in in high school, who taught me, and this story is in the book, that you can show up in your purpose. So she felt called to serve in that way, right? But she did not compromise how she showed up. She was unapologetically herself. She... Gosh, it was just fantastic, but I can promise you, never meet another nun like her. And that was the best part. Like we can lean into our why. We can serve exactly how we're supposed to serve without being anything but unapologetically us. And as someone who has been told time and time again, you don't fit, this doesn't work, tone it down, change who you are, you're not gonna be blank if you don't do blank, I'm tired of it. I want people to know. that you don't have to be anything but you. And so my hope and prayer for this book is that you read it and at the end you've got this fire under your booty that says, let's go. Like I am showing up as me and I am going to change the world in that way. And if it does that for just a few people, I get goosebumps and I won't get emotional. That's the win. Like I want to empower people to learn these unapologetic truths my way and not the hard way. I want people to know they're not alone. There are other people out there like myself. Jen (40:35.704) Mm-hmm. Cassy Williamson (40:44.521) who believe in them and who want to see them show up exactly as they should as themselves. And yeah, if it can do that, then that for me is the whole point of writing it. Jen (40:54.85) Hmm. How inspiring. So what I heard was, is Jen, wave your freak flag. Be... wave the freak flag. Be a nerd. Be cheesy. Be corny. Like... Cassy Williamson (41:01.86) Wabe it. Be you then. Cassy Williamson (41:10.916) and do all of that unapologetically. Jen (41:12.686) And do all of that unapologetically. You're right. think that we do. I know like. I'll just speak for myself. Like sometimes you, go to do something like, Oh, I'm sorry. Or, you know, like, Oh, like I shouldn't have said that. Or I'm sorry. I didn't mean that. Or you just, everybody's so quick to apologize. Um, and it holds us back. And also just the fear of what other people are going to think about. your decisions or the way you do things. Yeah. Cassy Williamson (41:43.61) the way you do things. And I mean, my favorite part about this book, and I will be so honest, is like, this is not a foolproof system for me either. I mean, I talk about the plunge into parenthood and being a working mom and asking for help and finding my tribe of people. But the key thing is that we're not alone. And there are people around us, and Jen, you're in this for me, who want to see us succeed exactly as we are. Jen (42:10.446) Yeah. Cassy Williamson (42:11.704) And we want this for our kids, right? As moms, this is what we want so bad, but really it's true for the people that we love. And so I want this to be a movement that reminds us to just show up unapologetically you. And we've got some unlearning to do. We've got some like, you know, unlearning and bad habits to break. And I'm right there in the trenches with everybody who's going to be reading this. But I think as long as we get the conversation started and we own it, that's the magic in it. And if you can share that with someone else and if you can Jen (42:26.99) Yeah. Cassy Williamson (42:40.944) and empower someone to feel that way, then gosh, mean, there's not much really more you can ask for. Jen (42:45.784) Hmm. Mic drop. Thank you for sharing that. I cannot wait to read it. I've talked to you twice about it now and every and each time I'm just like, okay, when can I get my hands on this? Can we get some like in advance at the summit? Is that a possibility? Cassy Williamson (42:50.032) Whoa! I'm so excited. Cassy Williamson (42:59.471) Yes. Cassy Williamson (43:06.897) We could, we could do that. You know, I'm driving to the summit so I can pack my car full. This is not even an air issue at this point. I can load the car down and drive it up. I would love that. I would love that. And I'm just so excited to hug everybody. If you are a hugger, please come hug me. I'm short on hugs. You know, when you're virtual like this. Jen (43:09.79) I mean... Okay. Like we need to get some for the summit. We need to wait seriously because. Ha If you're going to the summit, you will see Cassie there and she will give you a big old hug. And we're going to try to get some books and I'm sure she'll sign a book for you. I'm saying, okay, that's awesome. Cassy Williamson (43:31.066) Yes. Cassy Williamson (43:38.338) Yeah. Yes, I would love that. I love you, I'm so grateful for everybody listening on this podcast. You have just created a space to embody what this book stands for and give people a voice that, you know, didn't have a lab one for a long time. And you've just continued to show up time and time again for this community. And it's where I got to fall in love with you. It's where I got to like, there's like, you know, there's so many of us in this space. And so you're a great example of this, not only in our industry, not only as a friend, but as a mama. And I think that that is just something that is just, I'm glad to know you. I'm proud to know you. I'm proud to call you somebody that's alive. Jen (44:18.862) Oh my gosh. Oh my gosh. Stop. Thank you. Thank you so much. Thank you for joining me today. We have, we have two more things to do on our podcast. One is we got to do a skills check because Cassie, you got to check yourself before you wreck yourself. You know what I'm saying? Um, so OSCs here's your skills check this week. Is there somebody that has either stepped on your toes or you stepped on their toes? Cassy Williamson (44:37.155) Amen. Amen. Cassy Williamson (44:46.744) Hahaha! Jen (44:49.198) that you need to go do some kumbaya handholding. Get out of your comfort zone. Don't wait for them to make a move. You go make a move. Take them coffee, schedule a FaceTime call, send them a text, whatever it is. Go work on that team collaboration, because it's so needed right now in this market. Right? You're an extension of the sales team. So get after it. Cassy Williamson (45:22.778) When it goes well, because we're going to manifest that, when it goes well, share that, share it. Share it with someone in this community, share it with someone within your organization, because it's contagious. When good things come out of these moments of love and loving on people, it's contagious. So be that leader in that way, like share the victory, share it, because we want to hear about it. Jen (45:25.443) Yes. Jen (45:43.662) That's also something that people are apologetic about is like talking about their success or talking about a situation that was successful. I think sometimes we feel like we're bragging about something, but really it's just sharing about, hey, this was a challenge I had and this is how I was able to overcome it or figure it out. So I love. Cassy Williamson (45:49.84) Mm. Jen (46:10.903) Cassie's advice is like, yeah, like share, share the success, share the situation. Okay, last question for you. Are you down with OPT? Cassy Williamson (46:13.829) Great. Cassy Williamson (46:22.67) Yes, I am down. Jen (46:24.718) You gotta, you gotta say, yeah, you know me. Cassy Williamson (46:26.574) I felt like I needed to do that when I said that. You know me. I am down with OPT. Jen (46:36.566) I love it, love it. All right, thank you guys for listening and thank you, Cassie, for joining and I will see you in October. Cassy Williamson (46:39.152) I love ya. Cassy Williamson (46:43.034) Thanks for having me. Yay, so close. Thank you.