October 2, 2025 • 39 mins
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EPISODE DESCRIPTION
In this episode, Dean and Deryk are joined by Ruby Bains. Ruby is a Mortgage Broker with Mortgage Architects from the Greater Vancouver Area in BC, who's been in the mortgage industry for over 30 years.
After working at credit unions for over 25 years, including being a Branch Manager at both Coast Capital Savings and G&F Financial Group, Ruby decided to become a mortgage broker in 2017, joining A Better Way Mortgage Group. Leaning on her credit union background, Ruby has built her successful business off of deep relationships with partners and clients, and continually helping clients explore options to make educated and informed choices.
Ruby is here to discuss:
→ The invaluable experience she gained working at credit unions, and why she chose ABW when transitioning to being a broker.
→ Building positive relationships with lender partners, and tips for connecting with new Realtors.
→ 3 tactics for building strong client relationships and ensuring a smooth client experience.
→ Keeping a human touch while embracing new technologies, and improving her use of social media.
→ Ruby's key business impact, business coaching, and why working from an office has been beneficial.
→ Goal setting, motivation, mindset, meditation, and maintaining a work-life balance.
→ The best career advice she's ever received, and what no agent in this business should forget.
Ruby Bains' Website: www.rbmortgages.ca
Ruby Bains' Instagram: @rbmortgages
Ruby Bains' LinkedIn: @RubyBains
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📋 Dean Lawton's LinkedIn: @DeanLawton
📋 Deryk Williamson's LinkedIn: @DerykWilliamson
📋 Jason Marshall's LinkedIn: @JasonMarshall
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:00):
Welcome to the Mortgage BrokerPodcast.
tailor -made for Canadian mortgageindustry professionals.
Proudly presented by A Better WayMortgage Group, this podcast is
your trusted source for insiderinsights, market updates, and
strategies to elevate your careerin the ever -evolving world of
mortgage brokering.
Whether you're a seasoned broker
with A Better Way Mortgage Groupor an industry enthusiast looking
(00:21):
to stay ahead, our episodes aredesigned to empower you with the
knowledge and tools you need toexcel in the Canadian mortgage
space.
all right we're back for another
episode of the mortgage brokerpodcast and we're continuing on
with the behind the broker serieswe're very fortunate to have ruby
banes one of the original MortgageArchitect Brokers with A Better
Way, going on eight years now.
(00:41):
Very fortunate again to have you
on the show.
So thank you so much for being
here.
We're really looking forward to
just getting into your career,your background and where you are
today.
So thank you.
Awesome.
Thank you so much for having me.
Absolutely.
So Derek's joining me here today.
We're just going to follow thesame flow that we've had with
previous brokers on the show.
And really, it starts with the
introduction to yourself.
and your background and ultimately
(01:02):
what led you to the career of themortgage industry.
And I'm sure it started in somefinancial space that wasn't a
mortgage broker specifically.
So yeah, where did it all start?
Yeah, so I started in the bankingindustry.
I was in that space for 25 years.
And then I've been a broker now
for eight years.
So the 25 years in banking
experience, I started as a tellerand worked my way up to a branch
(01:24):
manager.
I had the opportunity to manage
small, medium, large sizebranches.
And I think this bankingexperience gave me a really solid
foundation on both.
investments, wealth management,
and lending.
My banking background allows me to
give a little bit more of aholistic approach to my clients
when I'm dealing with mortgageinteractions.
So whether you're a first -timehomebuyer, you're a client with a
(01:46):
portfolio of properties.
Or you're looking for a reverse
mortgage commercial construction.
Because of my experience, I'm able
to help guide you through thatjourney.
And I'm also licensed in BC andAlberta.
You really did see it all from thebank side of things.
I mean, 25 years is a substantialamount of time to really kind of
touch each part of the branch.
(02:06):
And then being a branch manager,
you would have oversaw all ofthose roles and responsibilities.
What stuck out to you, you know,within?
that experience to ultimately leadinto, you know, mortgages
specifically and only mortgages?Yeah.
So my last 15 years was a branchmanager in my banking career.
So stepping into the mortgagespace was a little bit different
because I went from approvingdeals to now meeting clients,
collecting documents,underwriting.
So there was some growing painsstepping into the space, but it's
(02:30):
the best decision I made and Ilove what I do.
Given where you are now, where youare now, I mean, they're two
totally different roles and one'sentrepreneurial and one's more
management.
How would you say, you know, you
gauge that between managing peopleand now dealing directly with
consumers and clients?Yeah, so it's really not much
different.
Instead of managing people, you're
managing clients and you'remanaging their expectations.
(02:53):
So at the end of the day, it'sinstead of managing employees, now
you're using that same process towork with your clients.
While you were at... you wereat...
The bank just shared 15 years as abranch manager and approving
deals.
I know it's a bit of a different
process depending on theinstitution.
At what point would you getinvolved?
Would the deal already be packagedand you're just essentially making
(03:15):
that decision?And how did that help you, I
guess, evaluate risk and thentranslate that into?
you know, your career now as amortgage broker?
Yeah, so the deal would bepresented with a bow on it.
I basically had to review thedocuments, make sure, you know,
things like income, appraisal, allthe debt servicing.
It was more just high levelbecause my assistant manager would
have probably reviewed the dealbefore I even got it.
(03:36):
So it was more just looking bigpicture and just making sure
everything looked good from a riskand audit standpoint.
What institution were you with ordid that change over time?
Yeah, so I started my career.
here at Vancity as a teller and I
finished there as a financialadvisor.
a teller I finished there as afinancial advisor.
Then I moved to Coast Capitalagain in the financial advisor
(03:56):
category.
I went into insurance and then I
decided to go into management.
and became assistant manager,
branch manager.
And then from there, I moved to
Vancouver and I joined GNFFinancial Group.
So I was with them for 11 years.
years.
Did you find that the process of,like you mentioned, you were
proving those deals as a branchmanager, did you find that
different in each institution ordid that evolve over your career?
It was pretty similar.
(04:18):
was pretty similar.
Like a mortgage is a mortgage,right?
The underwriting, the duediligence is pretty much the same.
Of course, the guidelines may beslightly different, but because I
was in the... credit union space,it was pretty similar from the
three different institutions.
And like, right?
like, did you find therelationship with a member of that
institution had weight?And the reason I asked that is
like where we are today asmortgage brokers, most cases,
(04:38):
that's not really a factor in thedeal getting approved, right?
Did that have any influence on theapproval process at the
institution?Yeah, definitely.
It was sort of the holisticapproach in terms of what products
did they have?Were they a full service member?
Credit unions sort of thrive oncreating that relationship with
the client.
It's not just a one product
(04:58):
transaction.
So we were all trained to promote
and cross sell and tie that clientin so that we can offer them all
different services that the bankoffered.
service that the bank offered.
which I feel like we kind of lost
a lot of that in our space, right?And if there is somebody, let's
say, at a bank that we deal withthat has all these products, it
(05:19):
doesn't really factor into thedecision to prove the deal, like
if ratios are tight or what haveyou.
Do you miss any of the control orflexibility that you had at the
institution to where you are nowas a broker?
I don't miss the control.
I guess when you worked at the
branch, don't miss the control.
I guess when you worked at the
branch, you knew exactly where thedeal was.
(05:40):
As a broker, you're always kindof... kind of waiting to see where
it is in the queue.
Has anybody picked it up?
Is it approved?What stage it's at?
So that part's very different.
But as far as talking about all
the other products and services,it's still part of my process.
You know, I'll still have theconversation around insurance and
wills and kids and do they haveour ESP set up?
So it's still something I do.
even as a broker.
Which is rare, is rare, I mustadd.
(06:01):
I'm just going to add one piecewhile we're kind of talking about
your resume and history andbanking.
I think a lot of people, if you'vebeen able to gain that level of
experience and the time investedat the bank and all these
different components of theindustry, lending, investments,
all that kind of stuff, I'd liketo ask you, but I have to assume
that the knowledge that you tookout of there has probably really
(06:22):
helped you understanding thelender side and what they want to
see and how to deal with lendersto make a deal work, right?
Is that a big piece that you tookaway?
from experience?A hundred percent, because I know
sort of what's being looked atfrom both ends, what the client's
hoping to accomplish and what thelender is seeing.
Because, you know, I had to gothrough audits and compliance.
So that was a big part of my roleas well.
So I'm able to put myself throughthat entire journey, both from the
(06:43):
client standpoint and the lender.
And we've received so much
positive feedback about you fromlenders, right, which we don't
always receive.
So it just it goes to show.
Yeah, I mean, it's a good point.
And we're like, we'll transition
into client relationships.
But like just relationships in
general, you know, the ones thatwe have with our lender partners
are so important.
And, you know, how you treat those
people is, of course, like.
obvious to folks like us, but not
(07:04):
for others, right?Especially when you're waiting on
a deal and just, you know, thepressure from the client, the
realtor, what have you, sometimesit gets downloaded onto those
lender partners and, you know,just maintaining.
you know, a respectfulrelationship is so important.
Like how have you found therelationships with your lender
partners and how have you usedthose to your advantage?
Well, when I got into thisbrokering space, you know, I went
from dealing with like threelenders to now 50 different
(07:27):
lenders.
So the learning curve, even having
as much experience as I did wassteep because you kind of had to
learn everybody's policies andprocedures, make those
connections, have those one -on-one meetings, really understand
what they're offering and howthey're different.
their niche product.
So I think now that I've been in
the game for as long as I have,you know, have it really dialed in
when I get a deal, which lenderwould this be most suitable for?
(07:48):
So my goal is always, A, where amI going to get the approval?
And B, where am I going to get thebest rate for my client?
So with client relationships,what's your approach to building
and maintaining strong clientrelationships?
So relationships and connectionsis basically how I've built my
business.
Like I said, a mortgage is a
mortgage.
It's really the care, the advice,
the education piece, and how youhelp them navigate through that
(08:09):
buying journey is sort of where Ifeel like I can add the value.
use that approach where I'm askingreally good questions right from
the onset.
It's not about just let's get the
documents, your pay stubs, let'sorder the appraisal.
It's more, you know, tell me aboutyourself.
What are your short -term goals?What are your long -term goals?
How long do you plan to stay inthis house?
So I can build a bit of a strategyaround what they're hoping to
(08:31):
accomplish.
Our industry has changed so much
since the pandemic and it's gonevery virtual.
industry has changed so much sincethe pandemic and it's gone very
virtual.
Are you still meeting a lot of
your clients or are you doing alot of virtual work?
To be honest, I, at everyopportunity, try and meet my
clients, whether that's at thebeginning of the application or at
(08:54):
the end.
I've had a lot of success.
getting new business as a resultof that.
Sometimes it's not possible.
Sometimes you're dealing with
certain clients because I'mlicensed in Alberta as well.
You can't meet them.
But whenever I can, I've driven
out to North Vancouver,Abbotsford, Maple Ridge.
You know, it may take me two hoursto get there, but I see the value
in meeting my clients.
And then my clients are very
(09:15):
appreciative too, that I take thetime and effort to meet with them.
I would say that's probably one ofthe biggest challenges that
brokers face today is how do youactually build a true relationship
with the client when you haven'tmet them?
And when everything went virtual,I mean, lots of people look at
that and go, well, this is moreefficient.
I don't have to drive anymore.
But I feel like the referrals,
everything that you just hit onhave definitely dwindled because
you just don't have thatrelationship.
(09:37):
And when it comes to a clientpotentially jumping ship to
another bank or a broker, it'sharder for them to do that when
you've sat down and met with themand talked about their family and
their plans and their goals,right?
It's great to hear that.
I like it.
As a mortgage broker, you know,we're essentially the middleman in
a lot of cases, waiting on alender for an update or, you know,
(09:58):
whatever the case is, you're inthe middle and it can be hard to
ensure you give your client asmooth experience.
It's your priority, but it's notalways your control.
What do you do to ensure a smoothexperience for your clients?
So there's a couple of things.
First is communication, making
sure my communication is veryclear and transparent,
communicating with them in a waythat they like to be communicated.
You know, some people are texters,some people prefer the phone.
So I always ask my clients, how doyou prefer for me to communicate
(10:19):
with you so I can keep thatprocess efficient?
So after communication, that Ithink is really important is
speed.
The speed of how quickly you get
back to them, how quickly you getback to the lenders, communication
with the realtors.
And this is something I learned
from you guys.
I never used to call the listing
agent before.
And now I've started doing that as
part of my process.
And it's been really interesting
when they get that call.
They're so thrilled because
they're not expecting it.
(10:39):
And, you know, you call them, the
borrower is approved, I'm handlingthe mortgage, and I've been able
to make some new relationshipsbecause of that.
That's a great point.
It's like to build new
relationships with realtors, it'sultimately going to be a cold call
in most cases, right?That's as warm as a call as you
can make, especially when it'sgood news that they're approved,
right?We always struggled when we first
(11:00):
started doing that was when to dothat call.
And you mentioned like whenthey're approved, like that was
typically our approach as well aslike, you know, subjects are being
removed.
It's broker complete, what have
you.
We're not worried about maybe the
client backing out of the deal andthen that being an awkward
conversation or ultimately justnot getting approved.
So did you always just startreaching out when they're approved
(11:21):
or did you test the waters thereand like what worked best and what
ultimately did not work in thatcase?
right?they're Yeah, so it wasn't when I
first started doing that, I wasn'tsure.
But I feel that if I call them atthe time that I know that the
subjects are good to go, they canbe removed.
That's a good time to call becausesometimes there's still.
(11:41):
one or two things that might bepending, but they may be minor and
can wait.
So I kind of, you know, of course,
each client's different and youkind of gauge when that right time
is.
Yeah, I find it so funny.
Like we had our conference earlyin March and we had the realtor
panel and like all of thoserealtors said they never received
that type of a call and like onejust received one and they were so
(12:02):
pleased to receive that.
And, you know, reaching out to
realtors can be.
scary for folks that don't do that
because they might get rejected orwhat have you.
But overall, like whether thatperson is having a bad day or just
doesn't want to talk to you,they're going to be open to that
conversation, especially when it'slike, hey, I'm just giving you
some good news.
Like we're moving forward, right?
Yeah, no, Yeah, no, that's a greattip I took away from that workshop
(12:23):
was I was like, I don't do that.
And maybe that's going to be part
of my process.
And I would highly recommend any
broker to do that, adopt that.
that That's a great tip for any
listener on here that isn't.
actioning those calls.
But another thing I just wanted topoint out that you said speed, and
it's always surprising how slowsome people that are in business
can be when it comes tocommunication.
(12:43):
And like the way that we alwaysbuilt our team was the longer that
we take to respond or make arequest, whether it be a lender, a
client, a lawyer, everything isjust being delayed, right?
And like a broker's goal throughthat journey is to get that deal
done as quickly and as efficientlyas possible.
It's just so interesting that alot of people don't operate in
that fashion, right?A lot of people are responding to
their emails every day, day and ahalf.
(13:05):
So to stand out as a broker, Imean, it sounds easy and it truly
is, right?Right.
But I mean, clients rave abouttheir broker because it was
efficient and it was quick andthey got their answer, you know,
before the end of the day.
So I like that you brought that
up.
And they're on edge because this
experience can be overwhelming forthem.
are they're on edge because thisexperience can be overwhelming for
them.
So they're wondering where things
are at.
So keeping them in the loop
(13:26):
throughout the process, alsomaking them feel like they're like
a top priority.
Yeah.
Yeah.
A hundred percent.
Like I learned this very early inmy career.
Actually, Dustin Woodhouse shared.
this with us is you know if you
have no update make that theupdate to the client right and and
it was so funny it's like callthem and say we don't have an
update but it's like that goessuch a long way it's okay just
letting you know we haven't heardfrom the lender we haven't heard
(13:48):
from xyz But it's all good.
We'll let you know, like just
simple piece like that, opposed tojust going dark for two, three
days until you get the update.
Right.
Yeah.
the it's like that goes such a
long way it's okay just lettingyou know until you get the update.
Right.
Yeah.
And sometimes you think, oh, whatam I going to tell them?
I don't have no news.
But like you said, just even
saying that as I'm waiting, Ifollowed up.
I'll keep you posted as soon as Ihear something.
(14:08):
So on the topic of.
on the topic of.
making clients happy.
Can you share a memorable client
success story?I've been fortunate to receive
client appreciation in many ways.
So whether it's, you know,
testimonials, five -star Googlereviews, heartfelt messages.
I've even had clients make foodand bring it for me.
Maybe they look at me and think Ineed to eat more.
But the most memorable one that Ican think of is we had first -time
homebuyers that purchased theirhome and they invited us to their
housewarming party.
(14:29):
And that was very special because
your home is a very sacred space.
And they invited us into that
space and introduced us to alltheir family and friends.
And to me, it was like, it's notjust about celebrating their new
home.
It's being part of their story in
a meaningful way.
Again, selfishly, I just look at
the opportunity there of the otherpeople you would meet within that
circle, right?So it just goes back to show you
like the importance of thosepersonal in -person type
relationships.
Moving on personal development and
kind of where I wanted to starthere is just being a broker,
(14:49):
having a family, kids, sports, allyou name it.
Like it's a lot.
What do you do to maintain a
healthy work -life balance giventhat, you know, you have your
family to take care of as well?So one of the main reasons for me
leaving my corporate job wasbecause I needed that flexibility.
I have three boys who are highlevel athletes.
So I just found working nine tofive, I was unable to accommodate
their schedules.
(15:09):
So that's what led me to.
leave that corporate world andstart this brokering journey.
So definitely work -life balanceis huge for me.
And I work 10 to 2, 2 o 'clock.
I pick up my son, kind of do
dinner, soccer, and then I canwork again in the evening for a
few hours.
So I love the flexibility that
(15:30):
this job allows me to make sure Iprovide that balance for work and
family.
So what keeps you motivated and
growing as a professional?So it's really setting personal
and professional goals is whatkeeps me motivated.
It's something I do annually andit's something that's embedded in
me from a very young age.
So that kind of just...
Gives me the flow of what it isthat I want to accomplish as the
(15:51):
year progresses.
Learning, making sure I'm staying
on top of industry trends.
Things are changing at a lightning
speed in today's environment.
So staying on top of everything.
Make sure that I'm growing, I'mworking smarter and not harder.
And I try and dedicate like 15, 20minutes a day just to stay on top
of what's happening, currentevents.
(16:11):
I mean, mean, that's nice to hear.
And like, you know, we're big goal
planners as well.
we found we were lacking in the
early days was we'd write thesegreat plans and goals and then
just never revisit it and you knowbelieve it or not just the tool of
writing it down at the beginningyear was at least a lot more than
most and we would always be sosurprised at how much we got done
(16:34):
in the year when we only wrote itonce but we've taken the time to
revisit it at least quarterly andto be honest I'm looking at it
monthly.
Do you track and go back to your
goal planning?And like, how often do you do
that?Yeah, quarterly.
So I kind of have it etched in mybrain because I know what it is
that I want to do, what numbers Iwant to hit, what activities I
(16:57):
want to do.
What are some new things that I'm
adding to my year this year?What do I want to continue doing?
Because the list can be very longon things that we can be doing to
improve ourselves, improve ourbusiness.
So I kind of try and make a listthat's manageable and that I'm
going to.
be accountable for and get it
(17:17):
done.
And of course, things happen, life
happens, and sometimes it doesn'thappen in Q1, then it's a reminder
to like make it a focus in Q2.
Totally.
I think that's a big piece of itis it has to be realistic, right?
If you create a laundry list, it'snot going to happen.
So dig in and choose the mostimportant items and then execute.
(17:37):
And I mean, I really enjoy workingwith you.
I can't even count the amount oftimes that we've spoken about
different strategies and thingsthat you were going to implement
and whether it be hiring someoneto support your business or a
strategy that you were going towork in or asking for Google
reviews and then you actuallyexecute on it, which for us in our
shoes, it's really exciting and itreally makes us drive and want to
come to work every day.
because we can actually give back.
(17:59):
And, you know, it's nice to seepeople implement an action.
I've noticed just with your socialmedia, If you noticed just with
your social media, you're veryinvolved in community charity,
those sorts of like community typeevents.
Is that a focus and part of yourplan to be more involved in those?
And then how do you balance onceyou get involved in that space?
Because we've been there, there'sjust so much of it.
And where do you like say yes orno ultimately to, you know, all
(18:19):
these requests?And yeah, just curious, like
what's your approach there?Yeah, I actually enjoy attending a
lot of the networking events.
I think I do really well in that
space.
So I make an effort to go to
galas, business networking events,community events, whether it's at
the soccer field or it's a golftournament.
I find that's where I'm making newconnections, building on existing
relationships because you need tobe visible.
People need to see you.
(18:40):
So I think that's been really
crucial to my success is takingthat time and investing.
that time in those events.
And for me, that comes a little
naturally because I actually enjoygoing to these things.
Yeah, it's great to hear.
And I know other brokers that do
that, like they get so much moreout of it than, you know,
ultimately what they're puttinginto it.
Hey everyone, Dean here.
Quick time out from the episode to
share with you the ABW Tuesdaymortgage memo, your weekly market
highlights sent directly to yourinbox every Tuesday.
This is certainly one you're notgoing to want to miss.
(19:03):
So make sure to sign up now.
You can do so with a link in the
show.
notes, or you can head to joinabw
ca and sign up there.
This is a high -level summary of
market developments, regulatoryupdates, and housing trends every
Tuesday.
So hope you enjoy it, and back to
the show.
So you mentioned just staying on
top of trends, especially industrytrends, and everything's moving so
quick.
Are there any books, podcasts or
industry resources that you'drecommend that are really helping
(19:24):
you?So in terms of books, I'm reading
Be the Better Broker from DestinWoodhouse.
It's a great book.
I'm sure you guys have read it.
I think an experienced broker, anew broker can get a lot of value
from it.
As far as podcasts, I'm on a bit
of a self -awareness journey.
So I've been, you know, practicing
meditation and mindfulness.
So I'm listening to that type of
content.
(19:44):
You know, I meditate every morning
and that's kind of sets my day.
I like that.
It's something I've always wantedto spend more time on.
like that.
It's something I've always wanted
to spend more time on.
And I've looked at, I just haven't
dove in as deep as I should, butI've definitely played with the
meditation and even just like acouple minutes.
(20:06):
Like it's amazing how much it'shelped me just have more energy
and more clarity on what I'mtrying to achieve.
It helps me just set the stage.
helps me just set the stage.
kind of start my day on a highenergy and I kind of keep that
momentum throughout the day.
I have my moments, but I try.
I mean, talking about everythingthat you're involved in in a day,
you know, from running a business,three kids, sports, countless
(20:28):
events, I must say.
I don't think I know many people
that go to the amount of eventsthat you do.
I'm sure meditation really helpswith that.
It's a busy life and it's a busyschedule and brokering has its
good days and it has its bad days.
So I appreciate you bringing that
up.
So just kind of last piece on the
personal development topic.
Have you ever engaged in any type
(20:49):
of coaching or do you have anyplans to?
look into that?Yeah.
So that's something I'm looking todo for next year.
I know you guys have been graciousand have presented us
opportunities.
So it's part of my plan for 2026.
I'd love the opportunity to workwith a coach and see how I can
finesse my process and be betterand be more efficient.
Right now, I've got an assistantthat I'm working with.
(21:10):
So I've been coaching her.
I've also got another mortgage
broker that I'm working with thatI'm providing some coaching to.
So being coached is somethingthat's part of the game plan for
next year.
Yeah, I mean, we've always highly
recommended coaching and it's notfor everybody, but I think
probably the best way I could putit is it's an accountability
partner, right?It's someone that you're coming to
weekly, biweekly, monthly saying,these are the things I want to do
(21:31):
and they're going to help youexecute.
And then you have a follow -upmeeting two weeks later.
And if you're going to show up tothat meeting and you've done
nothing, it's a waste of yourmoney, right?
And time.
So it's just a really big push to
do everything that you've wantedto do.
We've engaged in coaching for along time and it's really, really
drastically helped.
Yeah, that's awesome.
It seems to become more of atherapy session in some cases,
(21:51):
especially depending on what'sgoing on in the day or the
business.
But yeah, I couldn't say enough
about the impact it's had on us.
And with that, I'm just curious,
moving into impacts and where yourbusiness is at and ultimately
where you've come from the lasteight years, what would you say is
the biggest factor that'sinfluenced your business today?
I would say it would have to bethe daily activities.
You know, it's the daily calls,reaching out to clients, reaching
out to referral partners.
(22:12):
you know, getting all your tasks
done, having a consistent routineof things that need to be done on
a daily basis, staying organized,being in the space as long as I
have, I still pick up the phoneand I'll call a colleague because
I need a second opinion.
I'll call you, Derek, and just
say, I'm having a brain freeze andI kind of want to run this past
you.
Because there's so much change in
(22:32):
our industry, you always have tomake sure you're, you know,
totally sharp with your skills.
And it's okay to go and ask for
help when you need it.
Okay.
I'll call you, Derek, and just Sotalking about organization, you
know, calls, how do you prioritizeall that and what are you using to
manage your day?So typically the first few hours
of my day is just making surewhatever deals are in the
(22:53):
pipeline, those are looked afterright away because I'm usually
either waiting for a lender, aclient, an appraiser or a lawyer.
So I want to make sure they haveeverything they need so I can move
on to the next file.
So my goal is always first thing,
get all of that.
submitted to the party so that
they can be working.
And then I can focus on all the
other tasks and the activities.
Cool.
Smart.
That's the life of a broker.
Always waiting.
Yeah.
Yeah.
Always waiting.
(23:13):
I like it.
So just moving into tools, tips,
and tactics related to yourbusiness.
What tools or software areessential in your day to day?
So outside of just the standardvelocity CRM, I use a spreadsheet
to keep track of business thatI've funded.
And every year I'm adding more andmore items to that list.
For me, I think this year has beenthe adoption of AI, how I can use
(23:34):
that to elevate my business, bemore effective, how to use that to
generate more social mediacontent.
My clients are using AI, so I wantto make sure that I understand how
it's working and staying on top ofthe industry and technology
changes.
Yeah, I mean, we're going to see a
lot of continued changes in thatside of the industry for sure.
(23:55):
You do a ton on social media rightnow.
Are you managing that all yourselfcurrently?
So when I first started out, whenI first started out, I did hire
somebody to do that for me.
And now...
I've got help from my kids thatare sort of helping me with some
of my posts.
I just kind of send them
screenshots and they get my postsready for me.
Because again, that's somethingthat doesn't come naturally to me.
So it's something that I amworking a little harder towards.
(24:18):
Yeah, well, it looks great.
And your kids are doing a good
job.
Yeah, thank you.
Can you share a tip or strategythat's been a game changer for
your business?So the first thing that I've kind
of been focusing on this year isreally my mindset, the first thing
that I've kind of been focusing onthis year is really my mindset,
staying positive, not reacting tosituations.
And when the going gets rough,being better equipped to handle
(24:38):
those situations and not losingmy... cool and calm.
As part of my self -awarenessjourney, that's something that I'm
working on is just making sure mymindset at any given time is in
check.
The other thing that's been a game
changer for me this year isworking out of the office.
So when COVID happened, I startedworking out of home.
I just felt that although therewas nobody home, I was starting to
(24:58):
derail and get distracted andthrow in that load of laundry and
start the dishwasher.
And just going back to the office,
I feel like has made anexponential.
difference in my business.
You know, you just get dressed,
you look good, you feel good, youdo great things, you spread
greatness.
And for me, that's been really
(25:19):
effective this year.
is do I couldn't agree more.
It pretty much followed the samejourney, like got very comfortable
at home during COVID, actually atpoints, like really enjoyed it.
And then it definitely got to apoint where...
There's so many things that areeasily distracted, like you
mentioned, the household errandsor whatnot that have to be done
and coming back to the office andjust, you know, being dressed and
(25:43):
ready to work.
It's all part of the mindset.
It's like we're going here to workand that's that.
Right.
And then you're almost like more
efficient.
getting what you need to get done
so you can get out.
Yeah.
I find like I'm a powerhouse.
I'm way more focused.
I've got way more clarity.
I'm getting things done and I'm
way more productive in that fourhours at the office than I was in
(26:04):
probably the entire day at home.
I couldn't agree more.
way couldn't agree more.
Yeah.
And I think like your first point,the mindset piece is so important.
I mean, I'm sure in a lot ofindustries, but certainly ours,
because there's so much that canhappen in a transaction that's out
of our control.
And I think you have to be able to
go to sleep at night every nightsaying like, I did as much as I
(26:26):
can.
Right.
And like there are going to betough situations.
There's going to be, you know,clients are always stressed.
It's a fast paced, high stressenvironment.
And I think you just have to beable to be confident in what
you're doing as long as you'reputting that good energy out
there.
Right.
And you're always doing the rightthing.
It just helps because things aregoing to go sideways and you have
to be comfortable with what you'redoing.
Right.
So looking ahead, Right.
(26:47):
And like looking ahead, what areyour goals for next year?
You know, you might not be therequite yet, but is there anything
that you're.
fostering or thinking about for
next year.
Yeah.
So for next year, again, continuesetting those professional and
personal goals like I do everyyear.
But one thing I really want tofocus on is my visibility on
social media and doing more ofthese podcasts and educational
(27:09):
content for my listeners andviewers.
This is an area that I've reallystruggled with.
It doesn't come naturally to me,like I was saying earlier.
I really want to focus on makingsure my visibility is there.
You know, people knowing that I'mknowledgeable isn't enough if I'm
not visible and that visibilitywill lead into more opportunity.
And I just wanted to share acouple of stories with you guys
because I'm a very private person.
(27:31):
Getting into the space was very
challenging for me.
I actually met with Suzanne Ojala
when I first became a broker andshe was really instrumental in
sort of helping me get started asa broker.
Casually met for lunch and, youknow, I told her I went golfing on
the weekend.
She's like, I didn't know that.
And she was like, you need topost.
that?And I'm like, nobody really cares.
Do I really need to tell peoplethat I'm golfing?
She's like, of course, you mayinspire some young person, you may
(27:54):
inspire another woman to take upgolf.
So she kind of gave me that nudgeto start sharing my personal life
or just events that I attend.
So I'm really grateful that she
kind of gave me that boot a littlebit because otherwise I probably
wouldn't have done it.
I like that.
I mean, sometimes that's all ittakes is somebody to just, you
know, nudge you and give you thatawareness.
And then another story I have is Ihad done a real estate seminar
(28:16):
with a couple of real estateagents.
And again, I kind of gave themthat, you know, I'm a really
private person's feel and theyboth looked at me.
Randy Mann and Jag Bahad.
And they're like, what are you
talking about?It's free advertising.
Like, why wouldn't you be takingadvantage of that?
You need to be online.
You need to be posting.
You need to be sharing yourknowledge and wisdom.
And so again, it's a journeythat's taken me some time.
So next year, that's definitely mygoal is to start doing more
content and doing more videos andsharing my knowledge with others.
(28:37):
I like the personal aspect ofthat.
like the personal aspect of that.
Like you talk about golf, right?
I always found, you know, you canpost mortgage content and tips and
educational stuff, which isimportant because you gain trust
with followers.
But posting that personal stuff,
people find a connection.
Maybe there's someone that golfs
and they just golfed at that golfcourse.
But people seeing you with yourkids and on a trip, you're a real
(28:58):
person.
You're not just a mortgage broker.
And I think that really, reallyhelps with social media content,
brand awareness.
And it's just people want to work
with a broker that's a realperson.
So the mortgage industry isevolving so much more than ever.
the mortgage industry is evolvingso much more than ever.
How are you preparing for that?And how do you see the mortgage
(29:20):
industry?evolving?
Yeah, so in our space, there'sdefinitely digitalization, market
volatility, consumer expectations.
There's just so much that's
happening in our space right nowthat we need to prepare for.
And for me, it's really just beingauthentic, staying true to myself,
keeping myself up to date, beingtransparent, positioning myself as
a lifelong advisor.
I think that's key in like all I'm
hearing, especially in the Stateswith, you know, people in the
(29:40):
mortgage industry that we follow.
know from our days working with a
coach in the states they'renoticing so many of you know the
rate discount companies and thosetypes of online focused businesses
in our space are going towards aiand more so on the digital aspect
of our business and what humansare really looking for is that
lifelong advisor and the advisoris going to be really what
separates us from the robotsessentially, right?
Oh, Oh, for sure.
(30:02):
Like that human element is still
very important because everyclient's journey is unique.
So you kind of have to be able toplan and strategize for their
short -term, long -term goals,which AI is great, but it can't do
all of that for you yet.
Yeah.
And, you know, we've talked aboutthis on previous episodes.
We've talked about this at manyindustry events and, you know,
just with AI, whether it's a bankthat, you know, starts to
implement AI for clients to tapinto.
At some point, humans are going tolose trust in who's programming
(30:26):
this AI robot or chatbot orwhatever it is.
And just, you know, again, back toeverything we talked about, just
the personal connection, therelationships.
I truly believe humans are goingto be looking for another human
to.
To just verify whatever is being
populated out of these AI robots.
just verify Absolutely, because
clients can search online forinformation, for rates, for
mortgage payments.
What they're really looking for is
(30:47):
that personalized advice and thattransparency and the accuracy and
somebody that can really give themproper guidance throughout that
journey.
Everyone is already getting to a
point where, you know, ChatGPT islike...
It has to be true.
And it's like, you know, I find it
making mistakes all the time.
So like you just never know.
You can't just fully rely onwhatever you're reading.
And so even just, you know, anadvisor to just give you their
(31:09):
experience, opinion and what theywould do is sometimes more than
enough.
Right.
So I also think you need toconsider the process that a client
goes through.
consider the process that a client
goes through.
Right.
Like.
nine out of 10 clients won't be
able to produce the documents thatyou've requested without support
and help and conversation and, youknow, advice on how to collect
those, let alone the latter halfof this process.
So I do think we're a long waysaway from that.
(31:30):
But I mean, to your point, it'lldefinitely benefit the industry.
Yeah, we just have to embracetechnology.
Absolutely.
Completely.
Yeah.
So, you know, just before we kind
of close out, you know, whatadvice would you give to a new
mortgage broker today?I would say to keep your moral
compass in check.
(31:50):
I think your integrity is
everything in this business.
Think long term.
There's no price tag on yourintegrity.
Like, you know, if you aretransparent with your clients,
there's always solutions.
So if a lender doesn't work, it's
an alternative or a private orsomebody else.
As brokers, that's the beauty ofbeing a broker.
We can provide those solutionsthat maybe their bank can't.
It's at what cost and at whatprice.
(32:12):
Great advice.
I like that, especially just like
the long -term thinking approach.
Like so many people are so short
-term and that's where you'll makeintegrity mistakes, right?
Right.
Because your business is built on
trust and trust builds successfulrelationships.
Totally.
The other thing I wanted to say
was just monitor your dailyhabits, like become self -aware
of, you know, what are youwatching?
What are you reading?What are you listening?
(32:34):
Who are you like giving yourenergy to?
And then just transforming that tobuilding yourself to see how it
can add value to make you moresuccessful.
You know, we get so caught up inthe social media stuff too.
And sometimes we're like allguilty of it.
We're aimlessly scrolling, youknow, look at what's the content
you're watching.
at really adding any value to your
life.
Just self -awareness, stay
(32:54):
positive.
And lastly, you're not alone.
You know, people tend to work, youknow, in silos in this business.
But, you know, look at our firm.
We've got such a big community and
great resources where we can reachout to each other.
Just don't be afraid to pick upthe phone and ask for help.
I couldn't agree more.
And it can be a very lonely like
(33:15):
business because we're justworking on our own.
Right.
But it's a good point, like just
surrounding yourself with goodpeople.
And we're very fortunate to.
you know, be surrounded by such
good agents that are so willing tohelp.
In that same vein, like what's thebest career advice you've ever
received?For me, it's focus on the
relationships, do the right thing,the money will come.
You know, if you're helping peopleand you're guiding them and giving
(33:38):
them honest, good advice,everything else will fall into
place.
I mean, mean, when you talk about
repeat business and referral,right?
Like that's where it comes from.
It's the good advice.
It's the client coming up forrenewal and knowing that you can't
compete and giving them thatadvice and helping them.
secure maybe something a littlebit better from their existing
institution, right?Those things go so far and like
people getting into this business,you have to prepare, like
depending on how old you are, youmight be in this for 20 years,
(34:01):
right?So you have to think long -term.
So yeah, really good advice.
I mean, I know you just made a
nice comment about the brokerage,but why did you choose to join a
Better Way Mortgage Group and whatdo you enjoy most about it?
Yeah, so I joined a Better Wayeight years ago when Mark and
Lucky were here and then you guystook over the brokerage and you
guys provide unmatched guidance,support.
commitment you truly go out ofyour way like you show up for us
(34:24):
and you help us grow elevate andsucceed I really appreciate all
the workshops the masterminds thelunch and learns all the fun
events the winter galas like youguys really go out of your way to
make us feel valued and I feellike our values align and I'm such
a big advocate of a better waywhenever I meet somebody I'm
(34:44):
always highly recommending youguys.
to anybody I know.
I love the culture here.
Oh, we appreciate it greatly.
Thank you.
Yeah, thank you so much.
I mean, we do everything we can
because we just appreciate andenjoy the people we're working
with.
Like, we feel very blessed to, you
know, work with such great peoplethat are so willing to share and
(35:05):
create that culture.
So appreciate those kind words.
And you're a huge part of that.
So thank you for that.
Just any final thoughts, commentsfrom you, you know, before we
wrap?Yeah, for the listeners, if, you
know, they're looking for anyadvice, they want a second
opinion, I'm always here to helpguide you through that journey.
Call me 1 -604 -621 -2929.
Oh, thank you so much.
And again, this was like a truepleasure.
(35:27):
Like you're just a great, easyconversation and you have so much
to give and we appreciate youcoming on.
So thank you.
Thank you so much.
So thank you.
Thank you so much.
Thank you for tuning in.
you for tuning in.
If you found value in this show,please subscribe to our channel on
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We're available on Spotify, Apple
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(35:48):
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and an
Welcome to the Mortgage BrokerPodcast.
tailor -made for Canadian mortgageindustry professionals.
Proudly presented by A Better WayMortgage Group, this podcast is
your trusted source for insiderinsights, market updates, and
strategies to elevate your careerin the ever -evolving world of
mortgage brokering.
Whether you're a seasoned broker
with A Better Way Mortgage Groupor an industry enthusiast looking
(00:21):
to stay ahead, our episodes aredesigned to empower you with the
knowledge and tools you need toexcel in the Canadian mortgage
space.
all right we're back for another
episode of the mortgage brokerpodcast and we're continuing on
with the behind the broker serieswe're very fortunate to have ruby
banes one of the original MortgageArchitect Brokers with A Better
Way, going on eight years now.
(00:41):
Very fortunate again to have you
on the show.
So thank you so much for being
here.
We're really looking forward to
just getting into your career,your background and where you are
today.
So thank you.
Awesome.
Thank you so much for having me.
Absolutely.
So Derek's joining me here today.
We're just going to follow thesame flow that we've had with
previous brokers on the show.
And really, it starts with the
introduction to yourself.
and your background and ultimately
(01:02):
what led you to the career of themortgage industry.
And I'm sure it started in somefinancial space that wasn't a
mortgage broker specifically.
So yeah, where did it all start?
Yeah, so I started in the bankingindustry.
I was in that space for 25 years.
And then I've been a broker now
for eight years.
So the 25 years in banking
experience, I started as a tellerand worked my way up to a branch
(01:24):
manager.
I had the opportunity to manage
small, medium, large sizebranches.
And I think this bankingexperience gave me a really solid
foundation on both.
investments, wealth management,
and lending.
My banking background allows me to
give a little bit more of aholistic approach to my clients
when I'm dealing with mortgageinteractions.
So whether you're a first -timehomebuyer, you're a client with a
(01:46):
portfolio of properties.
Or you're looking for a reverse
mortgage commercial construction.
Because of my experience, I'm able
to help guide you through thatjourney.
And I'm also licensed in BC andAlberta.
You really did see it all from thebank side of things.
I mean, 25 years is a substantialamount of time to really kind of
touch each part of the branch.
(02:06):
And then being a branch manager,
you would have oversaw all ofthose roles and responsibilities.
What stuck out to you, you know,within?
that experience to ultimately leadinto, you know, mortgages
specifically and only mortgages?Yeah.
So my last 15 years was a branchmanager in my banking career.
So stepping into the mortgagespace was a little bit different
because I went from approvingdeals to now meeting clients,
collecting documents,underwriting.
So there was some growing painsstepping into the space, but it's
(02:30):
the best decision I made and Ilove what I do.
Given where you are now, where youare now, I mean, they're two
totally different roles and one'sentrepreneurial and one's more
management.
How would you say, you know, you
gauge that between managing peopleand now dealing directly with
consumers and clients?Yeah, so it's really not much
different.
Instead of managing people, you're
managing clients and you'remanaging their expectations.
(02:53):
So at the end of the day, it'sinstead of managing employees, now
you're using that same process towork with your clients.
While you were at... you wereat...
The bank just shared 15 years as abranch manager and approving
deals.
I know it's a bit of a different
process depending on theinstitution.
At what point would you getinvolved?
Would the deal already be packagedand you're just essentially making
(03:15):
that decision?And how did that help you, I
guess, evaluate risk and thentranslate that into?
you know, your career now as amortgage broker?
Yeah, so the deal would bepresented with a bow on it.
I basically had to review thedocuments, make sure, you know,
things like income, appraisal, allthe debt servicing.
It was more just high levelbecause my assistant manager would
have probably reviewed the dealbefore I even got it.
(03:36):
So it was more just looking bigpicture and just making sure
everything looked good from a riskand audit standpoint.
What institution were you with ordid that change over time?
Yeah, so I started my career.
here at Vancity as a teller and I
finished there as a financialadvisor.
a teller I finished there as afinancial advisor.
Then I moved to Coast Capitalagain in the financial advisor
(03:56):
category.
I went into insurance and then I
decided to go into management.
and became assistant manager,
branch manager.
And then from there, I moved to
Vancouver and I joined GNFFinancial Group.
So I was with them for 11 years.
years.
Did you find that the process of,like you mentioned, you were
proving those deals as a branchmanager, did you find that
different in each institution ordid that evolve over your career?
It was pretty similar.
(04:18):
was pretty similar.
Like a mortgage is a mortgage,right?
The underwriting, the duediligence is pretty much the same.
Of course, the guidelines may beslightly different, but because I
was in the... credit union space,it was pretty similar from the
three different institutions.
And like, right?
like, did you find therelationship with a member of that
institution had weight?And the reason I asked that is
like where we are today asmortgage brokers, most cases,
(04:38):
that's not really a factor in thedeal getting approved, right?
Did that have any influence on theapproval process at the
institution?Yeah, definitely.
It was sort of the holisticapproach in terms of what products
did they have?Were they a full service member?
Credit unions sort of thrive oncreating that relationship with
the client.
It's not just a one product
(04:58):
transaction.
So we were all trained to promote
and cross sell and tie that clientin so that we can offer them all
different services that the bankoffered.
service that the bank offered.
which I feel like we kind of lost
a lot of that in our space, right?And if there is somebody, let's
say, at a bank that we deal withthat has all these products, it
(05:19):
doesn't really factor into thedecision to prove the deal, like
if ratios are tight or what haveyou.
Do you miss any of the control orflexibility that you had at the
institution to where you are nowas a broker?
I don't miss the control.
I guess when you worked at the
branch, don't miss the control.
I guess when you worked at the
branch, you knew exactly where thedeal was.
(05:40):
As a broker, you're always kindof... kind of waiting to see where
it is in the queue.
Has anybody picked it up?
Is it approved?What stage it's at?
So that part's very different.
But as far as talking about all
the other products and services,it's still part of my process.
You know, I'll still have theconversation around insurance and
wills and kids and do they haveour ESP set up?
So it's still something I do.
even as a broker.
Which is rare, is rare, I mustadd.
(06:01):
I'm just going to add one piecewhile we're kind of talking about
your resume and history andbanking.
I think a lot of people, if you'vebeen able to gain that level of
experience and the time investedat the bank and all these
different components of theindustry, lending, investments,
all that kind of stuff, I'd liketo ask you, but I have to assume
that the knowledge that you tookout of there has probably really
(06:22):
helped you understanding thelender side and what they want to
see and how to deal with lendersto make a deal work, right?
Is that a big piece that you tookaway?
from experience?A hundred percent, because I know
sort of what's being looked atfrom both ends, what the client's
hoping to accomplish and what thelender is seeing.
Because, you know, I had to gothrough audits and compliance.
So that was a big part of my roleas well.
So I'm able to put myself throughthat entire journey, both from the
(06:43):
client standpoint and the lender.
And we've received so much
positive feedback about you fromlenders, right, which we don't
always receive.
So it just it goes to show.
Yeah, I mean, it's a good point.
And we're like, we'll transition
into client relationships.
But like just relationships in
general, you know, the ones thatwe have with our lender partners
are so important.
And, you know, how you treat those
people is, of course, like.
obvious to folks like us, but not
(07:04):
for others, right?Especially when you're waiting on
a deal and just, you know, thepressure from the client, the
realtor, what have you, sometimesit gets downloaded onto those
lender partners and, you know,just maintaining.
you know, a respectfulrelationship is so important.
Like how have you found therelationships with your lender
partners and how have you usedthose to your advantage?
Well, when I got into thisbrokering space, you know, I went
from dealing with like threelenders to now 50 different
(07:27):
lenders.
So the learning curve, even having
as much experience as I did wassteep because you kind of had to
learn everybody's policies andprocedures, make those
connections, have those one -on-one meetings, really understand
what they're offering and howthey're different.
their niche product.
So I think now that I've been in
the game for as long as I have,you know, have it really dialed in
when I get a deal, which lenderwould this be most suitable for?
(07:48):
So my goal is always, A, where amI going to get the approval?
And B, where am I going to get thebest rate for my client?
So with client relationships,what's your approach to building
and maintaining strong clientrelationships?
So relationships and connectionsis basically how I've built my
business.
Like I said, a mortgage is a
mortgage.
It's really the care, the advice,
the education piece, and how youhelp them navigate through that
(08:09):
buying journey is sort of where Ifeel like I can add the value.
use that approach where I'm askingreally good questions right from
the onset.
It's not about just let's get the
documents, your pay stubs, let'sorder the appraisal.
It's more, you know, tell me aboutyourself.
What are your short -term goals?What are your long -term goals?
How long do you plan to stay inthis house?
So I can build a bit of a strategyaround what they're hoping to
(08:31):
accomplish.
Our industry has changed so much
since the pandemic and it's gonevery virtual.
industry has changed so much sincethe pandemic and it's gone very
virtual.
Are you still meeting a lot of
your clients or are you doing alot of virtual work?
To be honest, I, at everyopportunity, try and meet my
clients, whether that's at thebeginning of the application or at
(08:54):
the end.
I've had a lot of success.
getting new business as a resultof that.
Sometimes it's not possible.
Sometimes you're dealing with
certain clients because I'mlicensed in Alberta as well.
You can't meet them.
But whenever I can, I've driven
out to North Vancouver,Abbotsford, Maple Ridge.
You know, it may take me two hoursto get there, but I see the value
in meeting my clients.
And then my clients are very
(09:15):
appreciative too, that I take thetime and effort to meet with them.
I would say that's probably one ofthe biggest challenges that
brokers face today is how do youactually build a true relationship
with the client when you haven'tmet them?
And when everything went virtual,I mean, lots of people look at
that and go, well, this is moreefficient.
I don't have to drive anymore.
But I feel like the referrals,
everything that you just hit onhave definitely dwindled because
you just don't have thatrelationship.
(09:37):
And when it comes to a clientpotentially jumping ship to
another bank or a broker, it'sharder for them to do that when
you've sat down and met with themand talked about their family and
their plans and their goals,right?
It's great to hear that.
I like it.
As a mortgage broker, you know,we're essentially the middleman in
a lot of cases, waiting on alender for an update or, you know,
(09:58):
whatever the case is, you're inthe middle and it can be hard to
ensure you give your client asmooth experience.
It's your priority, but it's notalways your control.
What do you do to ensure a smoothexperience for your clients?
So there's a couple of things.
First is communication, making
sure my communication is veryclear and transparent,
communicating with them in a waythat they like to be communicated.
You know, some people are texters,some people prefer the phone.
So I always ask my clients, how doyou prefer for me to communicate
(10:19):
with you so I can keep thatprocess efficient?
So after communication, that Ithink is really important is
speed.
The speed of how quickly you get
back to them, how quickly you getback to the lenders, communication
with the realtors.
And this is something I learned
from you guys.
I never used to call the listing
agent before.
And now I've started doing that as
part of my process.
And it's been really interesting
when they get that call.
They're so thrilled because
they're not expecting it.
(10:39):
And, you know, you call them, the
borrower is approved, I'm handlingthe mortgage, and I've been able
to make some new relationshipsbecause of that.
That's a great point.
It's like to build new
relationships with realtors, it'sultimately going to be a cold call
in most cases, right?That's as warm as a call as you
can make, especially when it'sgood news that they're approved,
right?We always struggled when we first
(11:00):
started doing that was when to dothat call.
And you mentioned like whenthey're approved, like that was
typically our approach as well aslike, you know, subjects are being
removed.
It's broker complete, what have
you.
We're not worried about maybe the
client backing out of the deal andthen that being an awkward
conversation or ultimately justnot getting approved.
So did you always just startreaching out when they're approved
(11:21):
or did you test the waters thereand like what worked best and what
ultimately did not work in thatcase?
right?they're Yeah, so it wasn't when I
first started doing that, I wasn'tsure.
But I feel that if I call them atthe time that I know that the
subjects are good to go, they canbe removed.
That's a good time to call becausesometimes there's still.
(11:41):
one or two things that might bepending, but they may be minor and
can wait.
So I kind of, you know, of course,
each client's different and youkind of gauge when that right time
is.
Yeah, I find it so funny.
Like we had our conference earlyin March and we had the realtor
panel and like all of thoserealtors said they never received
that type of a call and like onejust received one and they were so
(12:02):
pleased to receive that.
And, you know, reaching out to
realtors can be.
scary for folks that don't do that
because they might get rejected orwhat have you.
But overall, like whether thatperson is having a bad day or just
doesn't want to talk to you,they're going to be open to that
conversation, especially when it'slike, hey, I'm just giving you
some good news.
Like we're moving forward, right?
Yeah, no, Yeah, no, that's a greattip I took away from that workshop
(12:23):
was I was like, I don't do that.
And maybe that's going to be part
of my process.
And I would highly recommend any
broker to do that, adopt that.
that That's a great tip for any
listener on here that isn't.
actioning those calls.
But another thing I just wanted topoint out that you said speed, and
it's always surprising how slowsome people that are in business
can be when it comes tocommunication.
(12:43):
And like the way that we alwaysbuilt our team was the longer that
we take to respond or make arequest, whether it be a lender, a
client, a lawyer, everything isjust being delayed, right?
And like a broker's goal throughthat journey is to get that deal
done as quickly and as efficientlyas possible.
It's just so interesting that alot of people don't operate in
that fashion, right?A lot of people are responding to
their emails every day, day and ahalf.
(13:05):
So to stand out as a broker, Imean, it sounds easy and it truly
is, right?Right.
But I mean, clients rave abouttheir broker because it was
efficient and it was quick andthey got their answer, you know,
before the end of the day.
So I like that you brought that
up.
And they're on edge because this
experience can be overwhelming forthem.
are they're on edge because thisexperience can be overwhelming for
them.
So they're wondering where things
are at.
So keeping them in the loop
(13:26):
throughout the process, alsomaking them feel like they're like
a top priority.
Yeah.
Yeah.
A hundred percent.
Like I learned this very early inmy career.
Actually, Dustin Woodhouse shared.
this with us is you know if you
have no update make that theupdate to the client right and and
it was so funny it's like callthem and say we don't have an
update but it's like that goessuch a long way it's okay just
letting you know we haven't heardfrom the lender we haven't heard
(13:48):
from xyz But it's all good.
We'll let you know, like just
simple piece like that, opposed tojust going dark for two, three
days until you get the update.
Right.
Yeah.
the it's like that goes such a
long way it's okay just lettingyou know until you get the update.
Right.
Yeah.
And sometimes you think, oh, whatam I going to tell them?
I don't have no news.
But like you said, just even
saying that as I'm waiting, Ifollowed up.
I'll keep you posted as soon as Ihear something.
(14:08):
So on the topic of.
on the topic of.
making clients happy.
Can you share a memorable client
success story?I've been fortunate to receive
client appreciation in many ways.
So whether it's, you know,
testimonials, five -star Googlereviews, heartfelt messages.
I've even had clients make foodand bring it for me.
Maybe they look at me and think Ineed to eat more.
But the most memorable one that Ican think of is we had first -time
homebuyers that purchased theirhome and they invited us to their
housewarming party.
(14:29):
And that was very special because
your home is a very sacred space.
And they invited us into that
space and introduced us to alltheir family and friends.
And to me, it was like, it's notjust about celebrating their new
home.
It's being part of their story in
a meaningful way.
Again, selfishly, I just look at
the opportunity there of the otherpeople you would meet within that
circle, right?So it just goes back to show you
like the importance of thosepersonal in -person type
relationships.
Moving on personal development and
kind of where I wanted to starthere is just being a broker,
(14:49):
having a family, kids, sports, allyou name it.
Like it's a lot.
What do you do to maintain a
healthy work -life balance giventhat, you know, you have your
family to take care of as well?So one of the main reasons for me
leaving my corporate job wasbecause I needed that flexibility.
I have three boys who are highlevel athletes.
So I just found working nine tofive, I was unable to accommodate
their schedules.
(15:09):
So that's what led me to.
leave that corporate world andstart this brokering journey.
So definitely work -life balanceis huge for me.
And I work 10 to 2, 2 o 'clock.
I pick up my son, kind of do
dinner, soccer, and then I canwork again in the evening for a
few hours.
So I love the flexibility that
(15:30):
this job allows me to make sure Iprovide that balance for work and
family.
So what keeps you motivated and
growing as a professional?So it's really setting personal
and professional goals is whatkeeps me motivated.
It's something I do annually andit's something that's embedded in
me from a very young age.
So that kind of just...
Gives me the flow of what it isthat I want to accomplish as the
(15:51):
year progresses.
Learning, making sure I'm staying
on top of industry trends.
Things are changing at a lightning
speed in today's environment.
So staying on top of everything.
Make sure that I'm growing, I'mworking smarter and not harder.
And I try and dedicate like 15, 20minutes a day just to stay on top
of what's happening, currentevents.
(16:11):
I mean, mean, that's nice to hear.
And like, you know, we're big goal
planners as well.
we found we were lacking in the
early days was we'd write thesegreat plans and goals and then
just never revisit it and you knowbelieve it or not just the tool of
writing it down at the beginningyear was at least a lot more than
most and we would always be sosurprised at how much we got done
(16:34):
in the year when we only wrote itonce but we've taken the time to
revisit it at least quarterly andto be honest I'm looking at it
monthly.
Do you track and go back to your
goal planning?And like, how often do you do
that?Yeah, quarterly.
So I kind of have it etched in mybrain because I know what it is
that I want to do, what numbers Iwant to hit, what activities I
(16:57):
want to do.
What are some new things that I'm
adding to my year this year?What do I want to continue doing?
Because the list can be very longon things that we can be doing to
improve ourselves, improve ourbusiness.
So I kind of try and make a listthat's manageable and that I'm
going to.
be accountable for and get it
(17:17):
done.
And of course, things happen, life
happens, and sometimes it doesn'thappen in Q1, then it's a reminder
to like make it a focus in Q2.
Totally.
I think that's a big piece of itis it has to be realistic, right?
If you create a laundry list, it'snot going to happen.
So dig in and choose the mostimportant items and then execute.
(17:37):
And I mean, I really enjoy workingwith you.
I can't even count the amount oftimes that we've spoken about
different strategies and thingsthat you were going to implement
and whether it be hiring someoneto support your business or a
strategy that you were going towork in or asking for Google
reviews and then you actuallyexecute on it, which for us in our
shoes, it's really exciting and itreally makes us drive and want to
come to work every day.
because we can actually give back.
(17:59):
And, you know, it's nice to seepeople implement an action.
I've noticed just with your socialmedia, If you noticed just with
your social media, you're veryinvolved in community charity,
those sorts of like community typeevents.
Is that a focus and part of yourplan to be more involved in those?
And then how do you balance onceyou get involved in that space?
Because we've been there, there'sjust so much of it.
And where do you like say yes orno ultimately to, you know, all
(18:19):
these requests?And yeah, just curious, like
what's your approach there?Yeah, I actually enjoy attending a
lot of the networking events.
I think I do really well in that
space.
So I make an effort to go to
galas, business networking events,community events, whether it's at
the soccer field or it's a golftournament.
I find that's where I'm making newconnections, building on existing
relationships because you need tobe visible.
People need to see you.
(18:40):
So I think that's been really
crucial to my success is takingthat time and investing.
that time in those events.
And for me, that comes a little
naturally because I actually enjoygoing to these things.
Yeah, it's great to hear.
And I know other brokers that do
that, like they get so much moreout of it than, you know,
ultimately what they're puttinginto it.
Hey everyone, Dean here.
Quick time out from the episode to
share with you the ABW Tuesdaymortgage memo, your weekly market
highlights sent directly to yourinbox every Tuesday.
This is certainly one you're notgoing to want to miss.
(19:03):
So make sure to sign up now.
You can do so with a link in the
show.
notes, or you can head to joinabw
ca and sign up there.
This is a high -level summary of
market developments, regulatoryupdates, and housing trends every
Tuesday.
So hope you enjoy it, and back to
the show.
So you mentioned just staying on
top of trends, especially industrytrends, and everything's moving so
quick.
Are there any books, podcasts or
industry resources that you'drecommend that are really helping
(19:24):
you?So in terms of books, I'm reading
Be the Better Broker from DestinWoodhouse.
It's a great book.
I'm sure you guys have read it.
I think an experienced broker, anew broker can get a lot of value
from it.
As far as podcasts, I'm on a bit
of a self -awareness journey.
So I've been, you know, practicing
meditation and mindfulness.
So I'm listening to that type of
content.
(19:44):
You know, I meditate every morning
and that's kind of sets my day.
I like that.
It's something I've always wantedto spend more time on.
like that.
It's something I've always wanted
to spend more time on.
And I've looked at, I just haven't
dove in as deep as I should, butI've definitely played with the
meditation and even just like acouple minutes.
(20:06):
Like it's amazing how much it'shelped me just have more energy
and more clarity on what I'mtrying to achieve.
It helps me just set the stage.
helps me just set the stage.
kind of start my day on a highenergy and I kind of keep that
momentum throughout the day.
I have my moments, but I try.
I mean, talking about everythingthat you're involved in in a day,
you know, from running a business,three kids, sports, countless
(20:28):
events, I must say.
I don't think I know many people
that go to the amount of eventsthat you do.
I'm sure meditation really helpswith that.
It's a busy life and it's a busyschedule and brokering has its
good days and it has its bad days.
So I appreciate you bringing that
up.
So just kind of last piece on the
personal development topic.
Have you ever engaged in any type
(20:49):
of coaching or do you have anyplans to?
look into that?Yeah.
So that's something I'm looking todo for next year.
I know you guys have been graciousand have presented us
opportunities.
So it's part of my plan for 2026.
I'd love the opportunity to workwith a coach and see how I can
finesse my process and be betterand be more efficient.
Right now, I've got an assistantthat I'm working with.
(21:10):
So I've been coaching her.
I've also got another mortgage
broker that I'm working with thatI'm providing some coaching to.
So being coached is somethingthat's part of the game plan for
next year.
Yeah, I mean, we've always highly
recommended coaching and it's notfor everybody, but I think
probably the best way I could putit is it's an accountability
partner, right?It's someone that you're coming to
weekly, biweekly, monthly saying,these are the things I want to do
(21:31):
and they're going to help youexecute.
And then you have a follow -upmeeting two weeks later.
And if you're going to show up tothat meeting and you've done
nothing, it's a waste of yourmoney, right?
And time.
So it's just a really big push to
do everything that you've wantedto do.
We've engaged in coaching for along time and it's really, really
drastically helped.
Yeah, that's awesome.
It seems to become more of atherapy session in some cases,
(21:51):
especially depending on what'sgoing on in the day or the
business.
But yeah, I couldn't say enough
about the impact it's had on us.
And with that, I'm just curious,
moving into impacts and where yourbusiness is at and ultimately
where you've come from the lasteight years, what would you say is
the biggest factor that'sinfluenced your business today?
I would say it would have to bethe daily activities.
You know, it's the daily calls,reaching out to clients, reaching
out to referral partners.
(22:12):
you know, getting all your tasks
done, having a consistent routineof things that need to be done on
a daily basis, staying organized,being in the space as long as I
have, I still pick up the phoneand I'll call a colleague because
I need a second opinion.
I'll call you, Derek, and just
say, I'm having a brain freeze andI kind of want to run this past
you.
Because there's so much change in
(22:32):
our industry, you always have tomake sure you're, you know,
totally sharp with your skills.
And it's okay to go and ask for
help when you need it.
Okay.
I'll call you, Derek, and just Sotalking about organization, you
know, calls, how do you prioritizeall that and what are you using to
manage your day?So typically the first few hours
of my day is just making surewhatever deals are in the
(22:53):
pipeline, those are looked afterright away because I'm usually
either waiting for a lender, aclient, an appraiser or a lawyer.
So I want to make sure they haveeverything they need so I can move
on to the next file.
So my goal is always first thing,
get all of that.
submitted to the party so that
they can be working.
And then I can focus on all the
other tasks and the activities.
Cool.
Smart.
That's the life of a broker.
Always waiting.
Yeah.
Yeah.
Always waiting.
(23:13):
I like it.
So just moving into tools, tips,
and tactics related to yourbusiness.
What tools or software areessential in your day to day?
So outside of just the standardvelocity CRM, I use a spreadsheet
to keep track of business thatI've funded.
And every year I'm adding more andmore items to that list.
For me, I think this year has beenthe adoption of AI, how I can use
(23:34):
that to elevate my business, bemore effective, how to use that to
generate more social mediacontent.
My clients are using AI, so I wantto make sure that I understand how
it's working and staying on top ofthe industry and technology
changes.
Yeah, I mean, we're going to see a
lot of continued changes in thatside of the industry for sure.
(23:55):
You do a ton on social media rightnow.
Are you managing that all yourselfcurrently?
So when I first started out, whenI first started out, I did hire
somebody to do that for me.
And now...
I've got help from my kids thatare sort of helping me with some
of my posts.
I just kind of send them
screenshots and they get my postsready for me.
Because again, that's somethingthat doesn't come naturally to me.
So it's something that I amworking a little harder towards.
(24:18):
Yeah, well, it looks great.
And your kids are doing a good
job.
Yeah, thank you.
Can you share a tip or strategythat's been a game changer for
your business?So the first thing that I've kind
of been focusing on this year isreally my mindset, the first thing
that I've kind of been focusing onthis year is really my mindset,
staying positive, not reacting tosituations.
And when the going gets rough,being better equipped to handle
(24:38):
those situations and not losingmy... cool and calm.
As part of my self -awarenessjourney, that's something that I'm
working on is just making sure mymindset at any given time is in
check.
The other thing that's been a game
changer for me this year isworking out of the office.
So when COVID happened, I startedworking out of home.
I just felt that although therewas nobody home, I was starting to
(24:58):
derail and get distracted andthrow in that load of laundry and
start the dishwasher.
And just going back to the office,
I feel like has made anexponential.
difference in my business.
You know, you just get dressed,
you look good, you feel good, youdo great things, you spread
greatness.
And for me, that's been really
(25:19):
effective this year.
is do I couldn't agree more.
It pretty much followed the samejourney, like got very comfortable
at home during COVID, actually atpoints, like really enjoyed it.
And then it definitely got to apoint where...
There's so many things that areeasily distracted, like you
mentioned, the household errandsor whatnot that have to be done
and coming back to the office andjust, you know, being dressed and
(25:43):
ready to work.
It's all part of the mindset.
It's like we're going here to workand that's that.
Right.
And then you're almost like more
efficient.
getting what you need to get done
so you can get out.
Yeah.
I find like I'm a powerhouse.
I'm way more focused.
I've got way more clarity.
I'm getting things done and I'm
way more productive in that fourhours at the office than I was in
(26:04):
probably the entire day at home.
I couldn't agree more.
way couldn't agree more.
Yeah.
And I think like your first point,the mindset piece is so important.
I mean, I'm sure in a lot ofindustries, but certainly ours,
because there's so much that canhappen in a transaction that's out
of our control.
And I think you have to be able to
go to sleep at night every nightsaying like, I did as much as I
(26:26):
can.
Right.
And like there are going to betough situations.
There's going to be, you know,clients are always stressed.
It's a fast paced, high stressenvironment.
And I think you just have to beable to be confident in what
you're doing as long as you'reputting that good energy out
there.
Right.
And you're always doing the rightthing.
It just helps because things aregoing to go sideways and you have
to be comfortable with what you'redoing.
Right.
So looking ahead, Right.
(26:47):
And like looking ahead, what areyour goals for next year?
You know, you might not be therequite yet, but is there anything
that you're.
fostering or thinking about for
next year.
Yeah.
So for next year, again, continuesetting those professional and
personal goals like I do everyyear.
But one thing I really want tofocus on is my visibility on
social media and doing more ofthese podcasts and educational
(27:09):
content for my listeners andviewers.
This is an area that I've reallystruggled with.
It doesn't come naturally to me,like I was saying earlier.
I really want to focus on makingsure my visibility is there.
You know, people knowing that I'mknowledgeable isn't enough if I'm
not visible and that visibilitywill lead into more opportunity.
And I just wanted to share acouple of stories with you guys
because I'm a very private person.
(27:31):
Getting into the space was very
challenging for me.
I actually met with Suzanne Ojala
when I first became a broker andshe was really instrumental in
sort of helping me get started asa broker.
Casually met for lunch and, youknow, I told her I went golfing on
the weekend.
She's like, I didn't know that.
And she was like, you need topost.
that?And I'm like, nobody really cares.
Do I really need to tell peoplethat I'm golfing?
She's like, of course, you mayinspire some young person, you may
(27:54):
inspire another woman to take upgolf.
So she kind of gave me that nudgeto start sharing my personal life
or just events that I attend.
So I'm really grateful that she
kind of gave me that boot a littlebit because otherwise I probably
wouldn't have done it.
I like that.
I mean, sometimes that's all ittakes is somebody to just, you
know, nudge you and give you thatawareness.
And then another story I have is Ihad done a real estate seminar
(28:16):
with a couple of real estateagents.
And again, I kind of gave themthat, you know, I'm a really
private person's feel and theyboth looked at me.
Randy Mann and Jag Bahad.
And they're like, what are you
talking about?It's free advertising.
Like, why wouldn't you be takingadvantage of that?
You need to be online.
You need to be posting.
You need to be sharing yourknowledge and wisdom.
And so again, it's a journeythat's taken me some time.
So next year, that's definitely mygoal is to start doing more
content and doing more videos andsharing my knowledge with others.
(28:37):
I like the personal aspect ofthat.
like the personal aspect of that.
Like you talk about golf, right?
I always found, you know, you canpost mortgage content and tips and
educational stuff, which isimportant because you gain trust
with followers.
But posting that personal stuff,
people find a connection.
Maybe there's someone that golfs
and they just golfed at that golfcourse.
But people seeing you with yourkids and on a trip, you're a real
(28:58):
person.
You're not just a mortgage broker.
And I think that really, reallyhelps with social media content,
brand awareness.
And it's just people want to work
with a broker that's a realperson.
So the mortgage industry isevolving so much more than ever.
the mortgage industry is evolvingso much more than ever.
How are you preparing for that?And how do you see the mortgage
(29:20):
industry?evolving?
Yeah, so in our space, there'sdefinitely digitalization, market
volatility, consumer expectations.
There's just so much that's
happening in our space right nowthat we need to prepare for.
And for me, it's really just beingauthentic, staying true to myself,
keeping myself up to date, beingtransparent, positioning myself as
a lifelong advisor.
I think that's key in like all I'm
hearing, especially in the Stateswith, you know, people in the
(29:40):
mortgage industry that we follow.
know from our days working with a
coach in the states they'renoticing so many of you know the
rate discount companies and thosetypes of online focused businesses
in our space are going towards aiand more so on the digital aspect
of our business and what humansare really looking for is that
lifelong advisor and the advisoris going to be really what
separates us from the robotsessentially, right?
Oh, Oh, for sure.
(30:02):
Like that human element is still
very important because everyclient's journey is unique.
So you kind of have to be able toplan and strategize for their
short -term, long -term goals,which AI is great, but it can't do
all of that for you yet.
Yeah.
And, you know, we've talked aboutthis on previous episodes.
We've talked about this at manyindustry events and, you know,
just with AI, whether it's a bankthat, you know, starts to
implement AI for clients to tapinto.
At some point, humans are going tolose trust in who's programming
(30:26):
this AI robot or chatbot orwhatever it is.
And just, you know, again, back toeverything we talked about, just
the personal connection, therelationships.
I truly believe humans are goingto be looking for another human
to.
To just verify whatever is being
populated out of these AI robots.
just verify Absolutely, because
clients can search online forinformation, for rates, for
mortgage payments.
What they're really looking for is
(30:47):
that personalized advice and thattransparency and the accuracy and
somebody that can really give themproper guidance throughout that
journey.
Everyone is already getting to a
point where, you know, ChatGPT islike...
It has to be true.
And it's like, you know, I find it
making mistakes all the time.
So like you just never know.
You can't just fully rely onwhatever you're reading.
And so even just, you know, anadvisor to just give you their
(31:09):
experience, opinion and what theywould do is sometimes more than
enough.
Right.
So I also think you need toconsider the process that a client
goes through.
consider the process that a client
goes through.
Right.
Like.
nine out of 10 clients won't be
able to produce the documents thatyou've requested without support
and help and conversation and, youknow, advice on how to collect
those, let alone the latter halfof this process.
So I do think we're a long waysaway from that.
(31:30):
But I mean, to your point, it'lldefinitely benefit the industry.
Yeah, we just have to embracetechnology.
Absolutely.
Completely.
Yeah.
So, you know, just before we kind
of close out, you know, whatadvice would you give to a new
mortgage broker today?I would say to keep your moral
compass in check.
(31:50):
I think your integrity is
everything in this business.
Think long term.
There's no price tag on yourintegrity.
Like, you know, if you aretransparent with your clients,
there's always solutions.
So if a lender doesn't work, it's
an alternative or a private orsomebody else.
As brokers, that's the beauty ofbeing a broker.
We can provide those solutionsthat maybe their bank can't.
It's at what cost and at whatprice.
(32:12):
Great advice.
I like that, especially just like
the long -term thinking approach.
Like so many people are so short
-term and that's where you'll makeintegrity mistakes, right?
Right.
Because your business is built on
trust and trust builds successfulrelationships.
Totally.
The other thing I wanted to say
was just monitor your dailyhabits, like become self -aware
of, you know, what are youwatching?
What are you reading?What are you listening?
(32:34):
Who are you like giving yourenergy to?
And then just transforming that tobuilding yourself to see how it
can add value to make you moresuccessful.
You know, we get so caught up inthe social media stuff too.
And sometimes we're like allguilty of it.
We're aimlessly scrolling, youknow, look at what's the content
you're watching.
at really adding any value to your
life.
Just self -awareness, stay
(32:54):
positive.
And lastly, you're not alone.
You know, people tend to work, youknow, in silos in this business.
But, you know, look at our firm.
We've got such a big community and
great resources where we can reachout to each other.
Just don't be afraid to pick upthe phone and ask for help.
I couldn't agree more.
And it can be a very lonely like
(33:15):
business because we're justworking on our own.
Right.
But it's a good point, like just
surrounding yourself with goodpeople.
And we're very fortunate to.
you know, be surrounded by such
good agents that are so willing tohelp.
In that same vein, like what's thebest career advice you've ever
received?For me, it's focus on the
relationships, do the right thing,the money will come.
You know, if you're helping peopleand you're guiding them and giving
(33:38):
them honest, good advice,everything else will fall into
place.
I mean, mean, when you talk about
repeat business and referral,right?
Like that's where it comes from.
It's the good advice.
It's the client coming up forrenewal and knowing that you can't
compete and giving them thatadvice and helping them.
secure maybe something a littlebit better from their existing
institution, right?Those things go so far and like
people getting into this business,you have to prepare, like
depending on how old you are, youmight be in this for 20 years,
(34:01):
right?So you have to think long -term.
So yeah, really good advice.
I mean, I know you just made a
nice comment about the brokerage,but why did you choose to join a
Better Way Mortgage Group and whatdo you enjoy most about it?
Yeah, so I joined a Better Wayeight years ago when Mark and
Lucky were here and then you guystook over the brokerage and you
guys provide unmatched guidance,support.
commitment you truly go out ofyour way like you show up for us
(34:24):
and you help us grow elevate andsucceed I really appreciate all
the workshops the masterminds thelunch and learns all the fun
events the winter galas like youguys really go out of your way to
make us feel valued and I feellike our values align and I'm such
a big advocate of a better waywhenever I meet somebody I'm
(34:44):
always highly recommending youguys.
to anybody I know.
I love the culture here.
Oh, we appreciate it greatly.
Thank you.
Yeah, thank you so much.
I mean, we do everything we can
because we just appreciate andenjoy the people we're working
with.
Like, we feel very blessed to, you
know, work with such great peoplethat are so willing to share and
(35:05):
create that culture.
So appreciate those kind words.
And you're a huge part of that.
So thank you for that.
Just any final thoughts, commentsfrom you, you know, before we
wrap?Yeah, for the listeners, if, you
know, they're looking for anyadvice, they want a second
opinion, I'm always here to helpguide you through that journey.
Call me 1 -604 -621 -2929.
Oh, thank you so much.
And again, this was like a truepleasure.
(35:27):
Like you're just a great, easyconversation and you have so much
to give and we appreciate youcoming on.
So thank you.
Thank you so much.
So thank you.
Thank you so much.
Thank you for tuning in.
you for tuning in.
If you found value in this show,please subscribe to our channel on
your preferred platform.
We're available on Spotify, Apple
Podcasts, and YouTube.
Your support is incredibly
(35:48):
appreciated.
We also welcome your reviews and
feedback, which are crucial inhelping us deliver outstanding
educational content.
Feel free to share your thoughts.
A five -star review would befantastic if you think we earned
it.
Lastly, a vital announcement about
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this remarkable organizationaddresses a hidden hunger issue
many are unaware of in britishcolumbia while school districts
provide meals during school hoursnumerous children face food
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(36:28):
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