Posted on: November 07, 2019

The power of the TTP (Talk to People) program and cold calling is no longer up for debate. However, if cold calling is something you don’t have the time to do or something you are not comfortable doing, hiring a cold calling superstar is the next best thing.

But how do you find cold calling rockstars among countless potential applicants? That’s what our awesome guest will tackle in detail in today’s podcast!

Samatha Black is the director of HR and client relations at Call Motivated Sellers, a company that provides outsourced cold calling agents so you can leverage your time and focus on the bigger picture—negotiating with motivated sellers.

Prior to her role in the company, Samatha held diverse positions in the entertainment and education sectors. She also hosted her own radio show on the popular English-speaking channel Radio Dos and was once the owner of a very successful English language coaching business in Costa Rica.

If you’re looking for rockstar cold callers but don’t know where to look or what qualities to look for, today’s episode is for you. Samantha generously and candidly shared amazing tips and tricks so you can find exceptional cold callers whatever your budget may be!

Key Takeaways

  • Why a strong work ethic is crucial
  • Red flags to look out for when interviewing potential applicants
  • Why choose someone with a great personality over someone with extensive experience
  • Why mirroring and matching the seller’s style is important
  • Soft and hard skills you should look for in a caller
  • The yin and yang of an effective superstar caller
  • What to do when interviewing a potential cold caller
  • What sets superstar callers apart from mediocre ones
  • Why you need to motivate and be hands on with your agents
  • How people can reach out to Samantha


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Episode Transcription

Brent Daniels: Hey everybody, this is the Wholesaling Inc podcast and I am your host this episode Brent Daniels. Now I get this question a lot because a lot of people they relate to the TTP philosophy, which basically means talk to people, which basically means reaching out and phone prospecting to get opportunities in the marketplace to find and have quality conversations with distressed property owners. But a lot of people are either A very uncomfortable making those calls on a consistent basis, B don’t have the schedule to be able to do it, but they have a budget to be able to hire other people to make these calls. That’s why on this episode I thought it was hugely important to interview the person that I know that has the most experience with recruiting, training and keeping accountable and managing phone prospectors and that is Samantha Black with Call Motivated Sellers.

Brent Daniels: Now listen I use these guys, we’ve done a podcast with her dad David Black before this is not a long form running ad. Samantha is going to give you the top five things, the tips and filters so that you can go out and independently get your own phone prospect, just whatever your budget is. If your budget’s only a few dollars an hour for somebody overseas or if it’s more hefty and be able to get somebody that’s local, she’s going to give you the five things to look out for. So Samantha, welcome to the Wholesaling Inc podcast.

Samantha Black: Hi. Thanks for having me, it’s a pleasure.

Brent Daniels: This is long overdue and I’m really excited about this because you have been in my business, the master of finding really unbelievable talent and being able make sure that they stick with me. I’ve had the same callers that you have found and recruited and trained for one of them over two years and most of them for over 18 months. Let’s just get into your background a little bit. You live in Costa Rica, right?

Samantha Black: Correct.

Brent Daniels: Where are you originally from and how the heck did you get into the business that you’re in now?

Samantha Black: Well, that’s a very good question Brent. Just to give you a little bit of background, I’m originally from the United Kingdom, I’m half English half Scottish. My parents moved to Costa Rica, so I moved three years later. I’ve kind of traveled around a bit. I left the UK when I was 18 then I moved to Dubai. I was in Australia. Now I’m in beautiful tropical Costa Rica, so I’m a very lucky girl.

Brent Daniels: That’s incredible.

Samantha Black: So actually my background before I got into the call center and outsourcing industry, I was actually a teacher for about five years. I taught high school and I also had my own business for about four years. I opened up a little English Academy in Costa Rica and I was teaching group private students, I had a couple of teachers working under me. I did that for a few years and I also was a radio host. I used to work on the radio for about three years.

Samantha Black: I had my own, that radio show on one of the few English speaking stations in Costa Rica and the show was called London Underground. So I gave little bits of information and anecdotes about the music and we played rock, pop and all different types of things. Then in 2015 I actually joined forces with my father and we opened up a business. It’s an outsourcing company where we provide outsourcing services to companies in Costa Rica in the areas of HR predominantly. So training, payroll, high-end recruitment and then this is kind of Call Motivated Sellers was born.

Samantha Black: We joined forces and created a synergy with one, he was actually our client at the time, Jason Hubley. We created a partnership with his experience in the BPO sector of call centers that’s how Call Motivated Sellers was born from that. He alongside with obviously you and him creating the premium model for the USS pax as the callers he brought it to our attention to run the operational side of it and that was about a year ago. And since then we started from pretty much zero from scratch with no agents, no clients and now here we all with over a hundred clients and over a hundred agents almost.

Brent Daniels: That’s incredible and you recruited all of them?

Samantha Black: I did, yeah, that’s correct. I did.

Brent Daniels: So let’s get into it because this podcast is all about instructions and you and I spoke before this and I said I want you to come up with the five things that you look for to find a really successful person that’s going to bring serious results to a wholesaling business, specifically just into sourcing opportunities in the marketplace and you put together an incredible list of five. And I think that if everybody looks at this and you want to interview somebody or you’re thinking about hiring somebody or maybe there’s somebody that you’re successful in your market and these people want to be in your world, they want to work for you and not necessarily they want an internship, but they really want to kind of be in your business and be an employee.

Brent Daniels: You know what to look for, how to not make the mistake of having constant… Here’s the problem that I had and this is why I came to you guys really. But the problem I had is I had real estate agents in my brokerage making calls for me, but they would only last about three weeks. I would then hire local callers to make the calls, but they burn out and get soft and find every opportunity to do some other job. I would have people that had incredible personalities the first time that I met them and interviewed them, but they fizzled out like a rocket. They did great for maybe like a couple of weeks and then they just stopped and then I had people that they just over time, the rejection or just the monotony or the repetitious boredom of making all the calls really just brought them down and their calls got very low quality and it just didn’t work out right.

Brent Daniels: So let’s help everybody listening to this, watching this, avoid those things. Give me the top five things, the top five pieces of advice you would give people if they’re hiring a caller to talk to people.

Samantha Black: Okay. Well for me, I think the first key element to hiring someone that’s going to be really good and have longevity in the company. Number one, you need to look for strong work ethic. It doesn’t matter if they have the best personality, tons of experience, they’ve got the right profile, if you get the sense that they’re going to flake out, maybe you can see on their resume that they’re a bit of a job hopper, they want to earn some extra money, but it’s not really that important, that they have bills to pay, or you just get the feeling that their work ethic is not that strong is not that solid, don’t hire them. Because even if they’ve got a number of qualifications, everything looks good on paper if they didn’t show up to work or if they start working and then like you said, the rejection is too much or they don’t like the schedule or it becomes too monotonous for them, you’re only going to have them for a couple of days, maybe even a month max, and then they’re going to bail. Okay. So tip number one, always go for strong work ethic.

Brent Daniels: Now is there anything that sticks out to you when you’re interviewing somebody or when you’re having a conversation with them that you’re like, “Oh, that’s a red flag, okay.” And you mentioned a couple I think, them saying they want to do it part time or them having jumping around, but is there anything in the way that they communicate with you that maybe lends itself to raising that red flag and you’re like, “Hmm, I don’t know.”

Samantha Black: Definitely. Often a common question in an interview is, “Can you tell me about a time when maybe you committed an error in the workplace and how did you communicate that to your superiors and how did you rectify it?” And generally if you can detect that there’s a lack of accountability on their behalf, that shows they’re very flaky, they can’t own up to mistakes. Also when people say that they’re not very good with coping with stress and they had to leave that last job because their boss was giving them too many things to do. That might be a plausible reason, but it also could be a bit of a red flag. It’s that they can’t handle pressure, they can’t handle commitment. Also, another huge red flag is when you look at someone’s resume and they’ve never stayed in a job longer than a year. Everything is two, three months, six months max, that’s a huge red flag for me.

Brent Daniels: Love it. Number two.

Samantha Black: Number two, I would say a great personality and you might ask why why would I choose someone that has a great personality over perhaps someone who is not quite as gregarious but has tons of cold calling experience or relevant experience in the field or related field. This is all about talking to people and you know this Brent. This is how you’ve made your money, this is how you’ve constructed your business. So I would rather say for example, we have a couple of people on the team that are teachers, people that have created from scratch their own business.

Samantha Black: Cold calling experience is ideal and a lot of clients they come to me and they say, “Oh I’m really looking for an existing agents that’s already working with you because I want someone who knows the process and knows how to just start from scratch. And that’s fine but some people they have the right profile, but maybe they’ve never called before, but they’re very exuberant they’re people persons, they’re very gregarious, very outgoing, very charming and to be honest with you if someone on an interview portrays those types of personal attributes, I’m likely to hire them even if necessarily they don’t have the relevant cold calling experience. Because one of the key elements to this job is connecting people and building rapport.

Brent Daniels: That’s huge. It’s absolutely huge and just to piggyback on what you were saying, literally everybody in my company was not in real estate before joining my company and now the company runs itself, the people they don’t have bad habits. It’s personality 100% and it’s really interesting because before when I was first starting to hire or find people to hire, I would go to Upwork or I would go to what was the other one, Fivver or something and I would look at people that said that they were making calls and they have all of this experience and they have all this stuff. Why are they available? Why are they available and when it came down to it, they send you the recordings and of course it’s the best of the best, but then you get them on the phone and they hit you with their best stuff for like three or five minutes.

Brent Daniels: But then you keep asking questions and you keep digging a little bit and all of a sudden their enthusiasm goes down, their way of communicati… Like it’s such a huge thing. I don’t care if you’ve made a million cold calls in your career if you don’t have an unbelievable personality, you’re not going to get the best deals. People want to talk to people that are fun, and energetic, and kind, and optimistic, and not pushing them and sound great. The tone of their voice, the way that they pace, they mirror and match that of the homeowner is so critical. You can’t have somebody that’s bombastic to a 82 year old guy that is kind of slowing down in life. You need to be able to be versatile when you’re making these calls and I think that’s what you’re talking about. If you’re versatile at communicating in life, it’s going to bleed over into being versatile at communicating with distressed property owners, which I think is absolutely key.

Samantha Black: Exactly, it’s paramount. Okay, so I would then say point three would be looking again at their soft skills versus their hard skills. So again, soft skills are more personality orientated. Are they good with people? Can they handle rejection? Are they a grinder? Are they just going to do like two calls and then get distracted and go on Facebook and Instagram? How motivated and how well can they focus, those are the kind of soft skills. Then you want to analyze the hard skills. So these are things like how computer literate are they? Do they have bilingual skills? Obviously we look for the English native speakers, but some of our clients are based in Texas or California or Florida-

Brent Daniels: Arizona.

Samantha Black: So did they speak… Arizona. Do they speak Spanish? That’s a hard skill.

Samantha Black: So it’s very important when I’m looking at these types of profiles to analyze the soft skills against the hard skills. Do they have customer service experience? Have they done sales? Have they done sales just person to person or have they actually done sales over the phone? Because that’s a very different approach speaking to people face to face as opposed to getting someone on the phone and trying to sell. Have they done cold calling experience? If they have in what industry? Did they like it? What did they have to do, was it a hard sell? Did they really have to push or was it more of like a consultation, getting information from the prospect? So that’s the point three, looking and analyzing the soft skills versus the hard skills.

Brent Daniels: And here is the absolute fact, and I’ll tell this till I’m blue in the face to everybody. If you’re going to hire somebody in India or in the Philippines, don’t expect the soft skills. I’m telling you there is a big difference. And now the hard skills they put into them like it’s robotic, it’s all systems. They teach people systems there and they do a phenomenal job and by the way, they have hearts of gold. They’re completely wonderful people, they’re incredible human beings, but from my experience when speaking with somebody that’s in a distressed situation, I’m going to go with an American over somebody that is born in India or the Philippines or wherever, anywhere else in the world because it is the most effective. I’m serious because of exactly what Samantha is saying right now, the soft skills. The soft skills that is the critical, it’s the ying and yang of an effective superstar caller. So I love that you mentioned that, that is awesome I love it.

Samantha Black: Yeah and that’s why we offer this special premium service because just like you were saying, there are cultural differences and it’s very important that if I have an agent that’s based or has lived in Texas, I can fit that person with a client who’s from Texas. So they understand the cultural nuances and that these subtleties that even if you have a Filipino or a different caller from a different country, they might have really good English and be smart and empathetic, but you can’t really transmit so carefully those cultural nuances, the prevalence.

Brent Daniels: Yeah, got it. Number four.

Samantha Black: Okay. Number four would be and this is very important, obviously trying to have a special process in the interview. So this is what would be for my perspective as a recruiter, but also when we have new recruits that pass the training, I pass them over to our project launch coordinator and what he does is depending on the schedule, the skill set of the agent, if they’re bilingual and so forth, he then sets them up for an interview with the clients. So this is very important from my perspective as a recruiter, but also what investors should do when they’re on an interview with a potential cold caller. Do a role play with them, how do they run through the script? Are they robotic? Do they sound monotone? Or do they have great instincts? Can they think on their feet? Are they captivating? Do they have a nice voice? Because as you know better than anyone, those first 10 seconds on the call is what is going to really hook the potential seller.

Brent Daniels: I always say you have four seconds to get the next 30.

Samantha Black: Exactly. If they’re not convinced within the first few seconds of the call they’re not going to be convinced into selling anything to you. People will buy something from you because they like you and hence they want to do business with you. Another important aspect, I also get potential candidates for the role to do a personality DISC test. So Tony Robbins has a great version of this DISC test and it really highlights the different attributes. So you have the D for dominance the I for interactive, S for stability and then the C for cautiousness. So generally the general consensus is that clients like agents that are high in the I, in the interactive section. That means that they’re gregarious, they’re fun, they’re outgoing, they’re bubbly-

Brent Daniels: They’re expressive-

Samantha Black: [inaudible 00:19:42] really know.

Brent Daniels: They’re the people that you’re at a party with and you get cornered and they won’t shut up, I mean to some degree. I mean obviously listening is a huge factor of this business, but you need to if you’re going to be hiring somebody, they need to have the capacity to say a lot of words. Believe it or not everybody out there watching or listening to this some people are born that way. Some people can just go and say a lot of words, some people can listen, some people are really good at asking questions and they’re very curious and they’re involved. They’re interested in the person that they’re communicating with and I think that that’s a huge factor when you have callers is are they interested in this conversation?

Brent Daniels: You can hear it here in Arizona we can record our calls. So I record it and I’m looking for is this person interested? And more important, Samantha, I look for are they actively listening? Like nothing is worse than listening to a recording call where a caller asks a question and then just shuts at the person’s talking and then don’t say anything like, “Sure. Oh, okay, I understand.”

Samantha Black: Exactly, there is no validation.

Brent Daniels: Because it warms it up. The people that just are just dead silent on the other end, I say it and I say it, it sounds like it’s an interrogation, not a conversation. And that’s a huge difference between superstar callers and the people that are just going to send you some leads that are kind of weak here and there.

Samantha Black: Exactly. It’s very nuanced. There’s things that set apart the mediocre callers and the superstar and part of that is the mirroring, the interaction, the building rapport and being natural and friendly. The idea is that we should sound like the friendly next door neighbor, not just simply like the typical telemarketer, the Spanish inquisition, just getting the information and really clinical, boring, monotone we don’t want that. That’s not why our clients pay a premium service for this type of cold calling.

Brent Daniels: So was five the DISC or is five something else?

Samantha Black: No, there’s one more. So this is the last one, last but not least and it is still very fundamental. The last one is be hands on with your agents. Motivate them, give them feedback it’s so important. I have so many agents that tell me I’m not getting any feedback from my client that I feel a bit in the dark, I don’t know what’s going on, are they happy? Can you speak with them and vice versa. That’s why we offer ongoing support with Call Motivated Sellers, it’s not just the recruitment that we do. We do the training, we do the ongoing support. So we give the agents feedback so that they can motivate themselves and they can improve and grow.

Samantha Black: If we just set agents out after the initial training, but we don’t have one on ones with them, we also have a QA listening to the call. If we were to have none of that, then it would just be the initial training and then just let them go off to battle but that’s it. You’ve got to have the ongoing support one-on-one, let’s do this frequently and-

Brent Daniels: I encourage all of my TTP students that you need to talk to your team or your person or whatever it is at least once a week. You need to tell them that they’re solving problems in the community. It’s such an impactful conversation when you can say, “Hey, do you remember Donald, the guy that you talked to last week, he was having some problems with his health or the property was just absolutely crushing him, he’s super stressed out? Well we were able to help him. We were able to get him into a better situation, he’s got a ton of money in his pocket and it’s because you had a great conversation with him. That means something. I think people have this really weird thought about hiring prospectors where they’re like some sort of non feeling entity and it’s completely wrong.

Brent Daniels: These people have emotions, these people want to do a good job, these people want to… Yes, they want to provide leads for you, but also they care about the people that they’re talking to. It’s not that they’re just numb to the conversations when people are telling them all these stresses and all these anxieties and all these problems that they have. I mean, let your people know that they’re making an impact and then also you can talk to them about some of the conversations that didn’t go so well or some additional, listen I’m looking for this type of answer when you ask this question. I’m looking for these type of pre-qualifying that goes into this conversation, this discussion that you’re having with the homeowner.

Brent Daniels: So it’s really important to make them feel. If you just press go though you can but we’re going back to if you’re hiring yourself, if you’re not using a company, you’re not using a call center whatever, you’re just independently hiring a independent contractor to make these, you need to communicate with them. And if you feel like you can’t then you have to look at the options. You have to say, I want somebody else to hire him and pay a premium for somebody else to hire me really great people and take care of all of that service so I can just focus on my leads, or I need to just stop hiring somebody and make the calls myself. That’s your options.

Brent Daniels: If you’re not going to be involved, if you’re not going to take Samantha’s advice which there are five simple things here when it comes to finding, recruiting and training these people and then keeping them accountable then you have two options. Do it yourself or hire somebody like Call Motivated Sellers. I mean, that’s what I did. I mean we’re focused on doing deals Samantha, that’s what we do. We focus on stripping everything out, putting it in your hands and you give us leads we close deals, we make 1 million bucks a year and life’s good.

Samantha Black: Exactly. And it’s really interesting because I could name several clients that went in because obviously not only do I do the recruitment by also liaise with the agents and with a number of our clients to make sure everything’s going well and they’re happy with the service. And sometimes I do a bit of upselling here and there and things are going so great with your agent, let’s get you a second one, or if they’ve already got two, let’s get you a third agent.

Samantha Black: And sometimes they made the mistake of saying, “Oh, it’s okay, I really appreciate it, but I’m going to get my additional caller in house.” So I say, “Okay, let me know how that goes.” A month or two later they contact me and guess what they say Brent, “Oh Samantha, actually, have you got any good candidates in the pipeline? It really didn’t work out with the in house caller.” I say, “Oh, in my mind well I hate to say I told you so.” But usually it’s down to a number of things. Either they didn’t show up for work on the first day. Imagine they didn’t even show up on the first day or-

Brent Daniels: It’s happen to me.

Samantha Black: Or it just didn’t work out. So there are a number of different reasons why it might seem fairly straightforward to hire someone, but in reality these days it’s very difficult to find good staff.

Brent Daniels: Well, plus then you have all sorts of… I mean, I’m certainly not a CPA, but you’ve got some tax whatever responsibilities there, you’ve got maybe some HR responsibilities there. You just have more responsibilities when people are under your roof, you just do.

Samantha Black: Exactly and this type of outsourcing that we offer that Call Motivated Sellers offers allows you and other investors like yourself to focus on the core competencies of your business. So you don’t have to be worrying about having someone in your office, them not showing up, having to train them, how to motivate them, having to pay them, having to fulfill the tax and labor laws of the United States. Doing offshore we alleviate all those burdens. I think that’s something that’s really advantageous.

Brent Daniels: And just two things, we’re going to wrap this up because I think the five things were phenomenal. I want to leave it with people and honestly, you have the tools now to go out and hire your own people. This isn’t just some subversive way to get you to use their service, although that would be a smart move, but really go out. No, honestly because if you go out and you find somebody great and the worst for you, great.

Samantha Black: Exactly.

Brent Daniels: If it doesn’t, this is another option. But I think what’s important about this conversation is there’s five things that you need to look at when you’re interviewing, when you’re considering hiring somebody, whether it’s somebody that’s not in your office or if it’s somebody in house. Those are the five things, she gave you some incredible tips because she’s done it hundreds and hundreds of times. This is coming from probably the the biggest expert that we have in this space, in the wholesaling, cold calling space without a doubt. I mean I think that that’s unquestionable, so I really appreciate it. If people want to reach out to you, maybe just to pick your brain, not even commit to like even a sales call or something how do they reach out to you?

Samantha Black: Well I’m on Skype, I’m on Facebook, I use WhatsApp, I have my US number but adding me on Skype is always a good option.

Brent Daniels: What about your email?

Samantha Black: My email? Yeah,

Brent Daniels: Awesome. Reach out guys, ask her some questions, she’s going to be open book. It doesn’t matter whether or not you use the service she’s here to serve and bring value and she’s just phenomenal. I mean, I think you can tell by the interview how incredible she is. So anyway, Samantha, thank you for being on here, I really appreciate that. I think that the tips are absolutely perfect. You sent them to me before I looked at them, I was like this is perfect. This is really going to help out a lot of people so I really appreciate that.

Brent Daniels: Everybody out there listening if you are interested in joining the most proactive group in real estate investing, it is the TTP program, it is the TTP family. Go to scroll down, check out what the program is about, check out the testimonials. If it feels good in your guts, sign up for a call we’d love to work with you personally. Samantha, as always you’re lovely, you’re wonderful, I love talking to you thank you so much for providing so much value. Everybody out there listening to this podcast I encourage you to talk to people. Until next time, love you, see you.

Samantha Black: Thank you. Bye.

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