Download - Referral Partner Handbook - Chamber Nation Handbook.pdffor the sponsor referral program: a) The referral partner must be in good stand-ing with their REO team. b) The referred person

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Page 1: Referral Partner Handbook - Chamber Nation Handbook.pdffor the sponsor referral program: a) The referral partner must be in good stand-ing with their REO team. b) The referred person

Where Relationships & Referrals MeetTM

Partner Handbook

Referral PartnerHandbook

How to Contact REO, LLCMail: PO Box 10552 Knoxville, TN 37939-0552Website: www.REOmeetings.comArea Marketing Development Representative:Name: Phone:Email:

What are your expectations of REO?

How will you know you’ve been successful?

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12 Ways to Kill Your Team ...................... 23-24Alternates ...................................................... 7Attendance ................................................... 4Board Service ............................................. 13Caliber ......................................................... 18Character ...................................................... 14Commitment ................................................. 3Complaint Process ....................................... 16Connections .................................................. 8Dues & Payments ....................................... 17Establishing Trust ........................................ 15Free Consultation ......................................... 12Guests/Team Growth .................................. 5Holidays & Snow Policy ............................... 7How Groups Work ....................................... 22Networking Break .......................................... 6Partner Meetings .......................................... 12PTM Qualification Report ............................. 28PTM’s (Probationary Team Members) .......... 2Referral Requests ........................................ 10Referrals: Finding .......................................... 6Referrals: REO vs. Lead ................................ 9Referrals: Reporting ..................................... 20Referrals: Tracking ....................................... 19Showcases ................................................... 11Sponsor Rewards ........................................ 5Terms ..................................................... 25-27Training ....................................................... 21

Where to Find it...

All new REO referral partners are accepted on a 3 month (13 week) probation period. PTM’s are required to com-plete the following 6 tasks before being inducted onto a team as a Green Member: 1: 85% attendance 2: invite 3 qualified guests 3: Four 1:1 partner meetings 4: arrive early to greet guests 5: attend 2 Referral Trainings 6: give one REO level referral

PLEASE LET YOUR COMMUNICATION CHAIR KNOW THAT YOU HAVE COMPLETED THIS TRAINING.

Upon completion of the probationary period and the 6 tasks outlined above, the Membership Chair polls the team for any objections to PTM being inducted as a Green Member. The team has 3 options: 1. invite PTM to become a Green Member 2. deny membership 3. extend probation by 1-monthREO Board decision is final.

Most Probationary Team Members are accepted to the REO team, however, PTM’s can be declined for a variety of reasons including, but not limited to: • lack of ethical behavior • team complaints • personality conflict • excessive absences / substitutions • lack of relationships with REO team • incomplete PTM qualification

PTM Qualification Report:It is your responsibility to complete the

PTM Qualification Report

You were emailed this report upon your acceptance to REO. You will be required to turn in this report to the Membership Chair before being approved for final accep-tance as a Green Member of REO

PTM’s

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Look for this sign for IMPORTANT information throughout this

handbook

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Where Relationships & Referrals MeetTM

Partner Handbook

Commitment

REO:• We commit to our vision.

• We commit to continually innovate and improve. • We commit to create the strongest teams possible.

• We are personally committed to impact our member’s success.

MEMBERS are expected to: a) attend 11 of 13 meetings p/quarter (no more than 12 absences p/year) b) arrange for an alternate when you expect to have a planned absencec) provide referral partners with at least 2 REO introductions p/quarter

d) invite 1 guest per month to any REO team

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Caliber is determined by your REO attendance. This is easy: the more you attend, the more your commitment shows, the more connections you make, the more people trust your character and the better return you’ll get (caliber).

Character is expressed by your REO attendance. It is easy to join a REO team, however, character

takes time to exhibit. Attending REO regularly shows good character as well as reliability and respect for your

team members and their future referrals.

Connection is the outcome of your REO attendance. Trust is not built overnight. Attending REO meetings regularly

helps referral partners be assured that you are reliable. Your new REO team has built many connections amongst its

members - now it is your turn to prove yourself. Referral partners will not refer to you until they get to know you,

like you and trust you. Attend Regularly

Commitment = Attendance = Connections = Prosperity

Attend 11 of 13 Meetings p/Quarter

Teams begin on time and end on time.

REO’s Vision & Mission:Vision: Create networks for all professionals to be well connected and prosperous.

Mission: We provide exciting, structured, caring, and professional teams that generate profitable relationships by building significant and meaningful business connections.

Commitment is the cornerstone of REO attendance. Your attendance is a representation of that com-mitment. REO members enthusiastically attend REO meetings, not because they are required to but because they enjoy the relationships they’ve

built and because REO is profitable to them. At-tendance standards for a REO partner are: • Green Partners: 85% attendance (11 of 13 meetings) • Gold Partners: 100% attendance

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Team partners notice if you’re absent a lot. It does effect your rate of referral and can

jeopardize your membership.

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1. Invite business professionals you feel confident to do business with! Invite them to be your guest and tell them you have people you’d like to introduce them to that might like to do business with them.

Don’t ask them to join! 2. Share your passion about REO! Tell them why you’re there and what you’ve gotten from the team.3. BRAG: Tell them your team numbers (they speak for themselves):

• # of members • # of referrals• amount of gross sales

4. Be honest and up front with potential guests. Tell them:

• there IS a time commitment• there IS a financial commitment• that only the “cream of the crop” is accepted onto a REO team• that your team is actively seeking quality pro-fessionals in their classification - it will be them or their competitor.

5. REO is seeking high Caliber people NOT quantity.6. REO is NOT a leads group - it’s a referral team

Feel free to invite professionals that are already represented on your team. The referral partner on your team is secure in their status, however, you may introduce REO to them and after their visit they’ll receive a call to see if they’re inter-ested in another REO team.

Quality is our Goal! Invite guests you believe will live up to the REO Golden Rule and the 4C’s.

Guests

REO encourages and appreciates partner re-ferrals. In order for a referral to be considered for the sponsor referral program:

a) The referral partner must be in good stand-ing with their REO team.b) The referred person must join a REO team and be accepted.c) The referred person must remain a member for a minimum of 6 months.

Sponsor Rewards for Member Referrals:When a referral partner refers to any REO team they will receive:# of New Members Benefit Received Top in Team Special Appreciation Event 10 1 year dues waived 25 Lifetime membership• recognition ribbon for REO badge

Sponsor Rewards

Invite One Guest Per Month

What’s In It For Me (WII-FM)? The radio station that EVERYONE listens to!1) Discounts: qualify for discounts on your REO dues as you help REO grow.2) Business: quality guests means potential business for you and your referral partners 3) Trust: introducing your contacts to REO increases your guests circle of influence and their trust in you. 4) Visibility: every guest that attends your REO team increases your visibility by more than 250 people!5) Potential: quality members means MORE potential for you to get higher Caliber referrals6) as REO grows we can offer you more exten-sive support and services

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Finding Referrals

Provide Two Introductions P/Quarter

You will find that there is a networking period during your REO meeting. This time has a very specific purpose:

Network & Connect!

During this time it is recommended that you:

1) Get Information: ask a referral partner for more information about a referral they requested.

2) Find If There’s a Fit: ask a referral partner if a con-nection you have might be a good fit for them.

3) Make a Connection: make a phone call or text a prospective connection; can you set up a meeting for your referral part-ner?

4) Set a Partner Meeting: set up a partner meeting with a referral partner or a guest.

5) Introduce Yourself: introduce yourself to new members and guests.

Networking Break

The Referral HighwayTM

Listen to your contacts complaints! At the end of every complaint is a referral.

3 Steps to Finding Referrals:1. Listen & write down team referral requests. 2. Search database / contacts for possible connections.3. Contact those you know to arrange a meeting.

a) pre-qualify by finding out if there is a need b) Inform your contacts: 1) you’re connecting them with a quality person 2) why you’d like to connect them, and 3) what benefits there your REO partner can provide c) contact all those involved to meet

OR1. Listen for complaints that may lead to referrals.2. Ask questions that get more specific about the answer that they’re looking for: • “Tell me more about your situation.” • “Do you have a person in mind to help with this?” • “Have you ever considered trying or using...?”3. Qualify the business by asking: “Would you like me to take a minute or two to see if I can reach my contact?” Tell them you’d like to save them some time trying to reach them later. 4. Tell your referral partner the nature of the problem and see if they have time to a) meet with your contact, or b) call them back.5. Inform your contact of the status or hand them the phone

These questions raise the quality of the introduction: • “Do you mind if I take a minute to call them for you?”• “Let me save you some time. I’ll give them a quick call to see if they have a few minutes to meet with you.”• “Do you mind if I introduce you? Let me set it up.”• “May I give them your information so they can follow up?”

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This is NOT social time!This is Net-WORK time.

Educate clients, family & friends! “Let me know whenever you have a need

for almost anything. I know lots of professionals I can recommend.”

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Holidays & Snow Policy

Holidays:REO’s guidelines suggest that teams do not meet on the following days due to a large num-ber of team members that travel (please check with your team):

• Friday/Monday before and/or after:a) Memorial Dayb) July 4th c) Labor Day d) New Year’s

Or the entire week of:• Thanksgiving • Spring break (Easter)• between Christmas and New Year’s

If your meeting falls too close to a holiday and your board feels that it would be in the best interest of the team to cancel the meeting, it is up to the discretion of the team board.

Snow Policy: REO will not meet if the county schools: AM meetings - close schools for snow. PM meetings - close schools early for snow.Watch your email for team notifications!

Have An Alternate For Planned Absences

On occasion, you will not be able to attend your REO team meeting due to doctor’s appoint-ments, vacations, or prior commitments.

AlternatesIn the case of a planned absence, please send someone in your place. Possible alternate are:

• a coworker• a family member• another REO member• a friend• a “Raving Fan” / client - this is a great way for them to help you let people know how happy they are with your services.

Don’t forget to tell them what to say on your behalf and what to expect from the meeting. Things they need to know in advance:

• they will be expected to speak• what to say• they are there representing you, but may tell people about their business• special parking requirements

Visiting Other REO TeamsWe encourage our REO members to visit other REO teams. However, please be aware that members should not visit another team regu-larly. No more than once a quarter to any one team is a general guideline unless you are at-tending as an alternate.

Planned Absences

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Where Relationships & Referrals MeetTM

Partner Handbook

Connections

REO:• We connect with all of our members consistently, personally and systematically.

• We connect our members with the best possible resources, tools, and information.• We seek out meaningful connections to grow our member’s businesses as well as our own.

• We strive to collaborate with others.

MEMBERS are expected to: a) arrange meetings with REO partners and your contacts

b) be prepared for meetings with specific, targeted and searchable referral requestsc) arrange 6 partner meetings per quarter

d) serve on the REO board during your membership

We Don’t Pass Referrals - We Make Connections!

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Making specific referral requests increases your chance of connecting!

REO Referrals, Team Opportunities & Leads

Referral: Meeting ArrangedYou’re setting an appointment for both parties by calling your referral partner while you’re with your contact; you’ve explained why you think it would be beneficial for them to connect. This may be as easy as di-aling your referral partner’s phone number and handing the phone to your contact. This avoids problems such as contacts not being aware that the connection is being made or not remembering your conversa-tion with them later.

Lead: Permission to use NameYou’re giving permission for your referral partner to use your name to make contact. Include all contact info. THIS IS A LEAD - NOT A RE-FERRAL!!! Raise the caliber to a REO Referral simply by calling your contact inquiring if they have a need and getting their permission for your referral partner to call.

Lead: Contact Info You are your referral partners eyes and ears giving contact information on “moving dirt” type leads. This should be used for referral partners that specifically make a request for this type of information.

Arrange Meetings With Contacts

Referral: Face-to-Face Intro (360° meeting)You’re directly involved, bringing both parties together and introduce them explaining why they should do business together. Understand this level takes more time, trust and commitment but has the highest probability of profitability.

Referral: Intro TestimonialYou’re unable to personally connect both parties. However, you’ve made your contact aware to expect a phone call or a visit from your referral partner. You’ve given a strong testimonial and gotten permis-sion for your referral partner to follow up with your contact. This is the most common referral.

Team Business OpportunityToo many biz opps is not good for a team. It means money is simply moving around the team; NOT being generated. This is an opportunity to do business and is not a guarantee they’ll do business with you.

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Making Referral Requests

If you aren’t getting good referrals...look at what message you’re telling your team!!!

Prepared Referral Requests

AnyEverySomeNo

1 1 1= 1

Google SearchAnyone: 541,000,000Anyone, TN: 42,800,000Anyone, Knoxville, TN: 7,490,000Raeus, Knoxville, TN: 397

Suggestions: Make your message:

• short • searchable• memorable • repeatable

• Be specific! B2B: Give name and company B2C: Give area, neighborhood, street

• How are you different from your competitors?• What is YOUR expertise / specialty? • How have you helped others?• Use your team to “Pepper the Market”

“If you know .... please put in a good word for me”

• Put the “rainmaker principle” into effect attracting buyers into your store, open house, or event. People attract people. This is great for realtors, retailers, trade shows, etc.• Use visual aids or props; a picture is worth a thousand words

Follow this general monthly plan:Weeks #1-3:

Week #3 or 4:

Quarterly:

Quarterly:

“This week a good referral for me would be an introduction to ...” Give 3 specific names or companies that you’d like to get into.

Repeat the above for 3 weeks, dropping one name and adding one name each week.

“This week I’d like to share this testimonial with you.” Read one or two lines of how you solved a problem.

“When someone needs my service you might hear the following complaints...” Give three complaints we might hear our contacts say.

The average person is the gatekeeper to.. 250

CONTACTS

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Open up your contact list by asking “Who’d like to meet ....?” Pass a connection card.

Focus your requests

OUTSIDEthe team,

Focus on WHO they know NOT on

doing business with them

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This is a time to showcase not only your busi-ness but referrals you’d like to connect with.

10-15 Minutes SEEMS like a lot of time. Warning!: you WILL run out of

time unless you’re prepared!

Showcases

Your Showcase is a GREAT time to invite a guest!

Prepared Referral Requests

Bring your calendar! REO Raffle: At the end of your showcase you’ll be required to set up a partner meeting (at your expense) with a chosen referral partner.

Distractions:1) Money: pricing can change and should not be the focus of your showcase. You don’t want your refer-ral partners quoting a price that you will feel obligated to stand behind.2) Religion: this is

NOT a place to witness or discuss your reli-gious views - even if it is a basis for your core values. You are speaking to a group of diverse-ly different people. 3) Sex: this is not a time to discuss your rela-tionships past or present unless it has some-thing specific about what you do.4) Politics: Wow! How quickly can we get into trouble here? This is not a political rally or time to support a party or candidate! If you want to discuss them, do so in a private conversation.

DISTRACTIONS THIS EXIT

Follow this general plan:1-2 Minutes:

2-5 Minutes:

3-4 Minutes:

2-5 Minutes of Q&A

Breifly: 1) Who are you?2) Where do you come from?3) A little about your company 4) What sets you apart from competitors?

Highlight a specific product or service that you provide focusing on how it differenti-ates you from competitors and how you solve problems. Tell story about a problem some-one had and how you solved it.

Focus on how the team can find referrals for you! Help them to understand complaints that a referral might voice and they can qualify them for you.• Give a list of referrals you’d like to be connected with:B2B: 3-4 companies B2C: areas, neighborhoods, streets

This is NOT a time to talk about religious or political views.

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Six Partner MeetingsPer Quarter

Partner meetings are an important way to improve the caliber of team relationships. It is impossible to get to know, like and trust some-one in a 1 1/2 hour meeting every week.

The following is the recommended schedule of partner meetings:PTMs - 6 partner meetings in their first 90 daysGreen members - 6 partner meetings p/quarterGold members - 10 partner meetings p/quarter

Be prepared for partner meetings. Members should bring their client lists with contact in-formation. Both members should be willing to share these lists as a means to “open your rolodex” to your referral partner.

Partner meetings may be done just about any-where: member’s offices; local coffee shops; restaurants; etc.

Partner Meetings Free Consultation

All REO members are entitled to a 1-hour con-sultation with REO founder and CEO once a year ($150 value).

Members have used this consultation time for the following:

• ways to improve their referral requests• ways to improve their showcase• ways to improve their networking• ideas for motivating referral partners

To make arrangements for this appointment simply e-mail: [email protected]

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Board Service REO year runs from July 1st through June 31st

Serving On The Board & Giving Back

Your team members are as busy as you are! When asked to serve, saying “no” is NOT acceptable. Serving says ‘Thank You’ for all they’ve done for you.

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REO Board Duties: Lead team implementing REO policies and procedures, Core Values, Vision & Mission; set direction of REO team; discuss and resolve REO team conflicts and/or membership issues; select nominating com-mittee to select upcoming board members; report to REO Representative. The REO Team Board is made up of:

Advises board about past issues, successes, etc so as to stay within REO Core Values, Mission & Vision. Immediate past President serves on present REO Board

Sets the tone, caliber and enthusiasm of the weekly meetings. President should have good time management skills and great passion for the team.1. run weekly REO Team meeting with enthusiasm2. schedule and run monthly REO Board meeting in a timely manner3. oversees and manages REO Board duties4. liaison between REO Representative, Board and membership5. Complete and turn in a monthly President’s report to REO rep6. Participate in monthly coaching session & President’s Committee meeting

Tracks and reports all membership information, issues and changes. MC should have good diplomatic and conflict management skills.1. keep attendance records2. maintain and print a weekly REO team roster3. Track PTM qualification to become Green Member4. Complete and turn in monthly attendance report to president and REO rep

Maintains financial records. FC is the team motivator and should have good organi-zation skills. Does NOT need ability to do math!!!1. track REO Team monthly assessment payments2. track REO Team Referral Reports and Tracks and report to team3. keep REO Team checkbook to pay team expenses (if applicable)4. Turn in monthly referral track report to president and REO rep

Communicates to team about issues and events. CC should be computer savy and have easy access to computer and internet.1. schedule REO Team Showcases2. keep REO referral partner bios and testimonial book up-to-date3. make REO team and community announcements4. send weekly e-mail newsletter (template provided)

Sets the tone for guests to feel welcome and connected. GRC should have good people skills, be a partner that naturally shows up early and have great passion about REO.1. greet arriveing guests and members; connect guests with REO partners2. give all guests REO information (FAQ’s, Request to Apply)3. follow-up with guests within 48 hours4. introduce guests during meeting5. Complete and turn in a monthly Guest report6. Send in a copy of the Guest List to REO rep within 24 hours of meeting

• Advisor: (term: 1 year)

• President: (term: 1 year) (becomes Advisor at end of term)

• Membership Chair:(term: 1 year)

• Financial Chair: (term: 1 year)

• Communications Chair: (term: 1 year)

• Guest Relations Chair: (1)

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Where Relationships & Referrals MeetTM

Partner Handbook

Character

REO:• We are ethical and honest in all our exchanges.• We enthusiastically give back to our community.

• We are caring, tolerant, flexible, and diverse.• We listen and respond to members.

MEMBERS are expected to: a) establish trust among members and abide by the ethical standards of your profession

b) share team concerns directly with the board; not with team membersc) make timely team assessment and dues payments

d) understand that you can be terminated for ethical issues or complaints

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Establish Trust &Ethical Standards

Get to Trust You (increasing trust/demonstrating ability)Trust is earned and there is no shortcut. It means doing what you say when you say you will; showing up, on time and consistently. People want to trust you, but you have to give them a reason to.

It takes approximately a dozen face-to-face encounters AND a feeling of alikeness before someone might begin to trust you.

Establishing Trust

VISIBILITY

CREDIBILITY

TRUST

Get to Know You (increasing visibility)How long does it take for someone to get to know you? Probably a little longer than you think. Accord-ing to recent studies, it takes the average person approximately 8 repetitions of hearing someone’s name before the name is actually “attached” to that person.

It takes approximately 3-6 face-to-face meet-ings before someone begins to feel like they know you. This is only the first phase of start-ing a profitable relationship.

Get to Like You (increasing credibility)Getting to like you requires that others feel comfortable with you as well as that they have similarities with you. Not every-one will like you right away - you won’t like all of them either. This takes time. First impressions are often wrong about the potential for a long term relationship.

This requires at least 3-4 conversations where both peo-ple feel that they were able to connect, find similarities, find similar interests or philosophies.

Written by: Raeus Jae Cannon, CEO

Raeus Jae Cannon is the founder and CEO of REO, LLC - a relationship based Referral Exchange Organization that creates networks where all professionals can be well connected and prosperous. REO provides structured, caring, and professional teams

that generate significant, meaningful, and profitable business connections.REO, LLC www.reomeetings.com [email protected] 865-382-6117 Knoxville & Nashville

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Complaint Process

Share Concerns With Board - Not Team

REO has a core value to listen and respond to its members. To be true to that core value, mem-bers are always welcome to give feedback and/or suggestions as well as voice complaints.REO will deal with problems that:

a) appear to be a pattern of behavior and b) will effect REO reputation.

Step 1 Talk with the referral partner one-on-one. Discuss with them what the problem is and what they might do to resolve the problem. Ask if there is anything you can do to help them achieve this.

Step 2 If the problem repeats, remind them of your previ-ous discussion. Then take the problem to the board. You have an obligation to report the problem so that other REO referral partners don’t experience the same difficulty.

Actions REO Board may do any of the following:a) solicit feedback from other members to solve problem.b) request referral partner(s) to return to probationary period until issue is resolved.c) ask for referral partner(s) resignation.

Step 1 Talk with the REO Rep-resentative one-on-one first (if possible) about the challenges.

Actions Call REO, LLC to make them aware of the problem and pre-vious discussions with the REO Representative and results. REO, LLC may either:a) retrain, reassign and/or release REO Representative

Step 1 Talk with the board member one-on-one first (if possible) and voice your chal-lenges with the situation.

Step 2 Talk to another member of the board to make them aware of the problem and the previous discus-sion with the board member. It’s rarely the first time they’ve be-come aware of the problem and a member’s information can confirm a suspected problem.

Actions Report the problem to REO Rep-resentative. After looking into the complaint REO Representative may:a) retrain board member(s).b) assign new board member(s).c) request selected board member(s) step down.

Step 1 Take it to the team’s Board. Rarely is a complaint held by only one member and mem-bers should talk to the board to resolve it.

Actions Report the problem to the REO Representative who may do any of the following:a) restructure or reassign team or its members.b) ask selected team members to resign.c) place selected team members on probation.

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Make Timely Assessment & Dues Payments

Monthly Debit for Dues Dues are automatically debited from your cred-it/debit card on the 1st of every month continu-ing until member notifies REO, LLC otherwise.

Declined Credit CardsDeclined cards will incur a $10 fee for each decline. Members whose cards are declined consecutively for 3 months may be terminated.

Checks Make checks out to REO, LLC. Dues paid in the form of a check must include a $25 pro-cessing fee. Checks received after due date will incur a $10 p/month late fee. Dues paid in advande are NOT refundable.

Terminated MembershipsTerminations must be received in writing 5 business days prior to the first of the month or you will be responsible for the debit to your ac-count. Once termination is received, you may no longer attend your REO team meeting as a member.

YOU are required to notify REO, LLC to cancel your automatic debit if your

membership ends for ANY reason. REO, LLC is NOT responsible for dues that were debited because an terminated partner did not notify REO, LLC that they are no lon-ger a member. You will receive confirmation of termination (via e-mail) upon receipt of your notification. If you do not receive confirmation please assume that REO, LLC has NOT re-ceived your termination notification.

Your team’s assessment is: $_______ Please see the team Financial Chair

to pay monthly assessments.

Dues Other Payments

Monthly “Team Assessments” The monthly team assessment covers team ex-penses such as rent, food, team social events, and other expenses. Monthly Team Assess-ments are NOT paid to REO, LLC!

Charitable DonationEach team supports a charitable organization. Your donation to that charity is optional.

Members In TransitionOccasionally we have members that have lost a job. To support our members to a) find a new position and b) to retain them as REO mem-bers we have created our Members in Transi-tion membership plan. REO Members in good standing are welcome to continue to attend their REO team in order to use the contacts on the team to find a new position. A transition membership is good for up to 6 months. To use this benefit:

1) Member must inform their team and REO, LLC of change in position by filling out a Member in Transition Application.2) REO, LLC will reduce the member’s dues to $10 p/month for three (3) months ONLY after MEMBER notifies them of the change.3) During the Transition membership members will attend the REO team making referral requests for specific job openings they are interested in.4) Members will continue to pay REO team assessments.

If at the end of the 3 months the member has not found a job, the transition membership may be renewed for another 3 months (one time - for a total of 6 months). Decisions about accepting a transition membership is solely up to the team board. This membership cannot be used by members looking to improve their posi-tion while employed.

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Where Relationships & Referrals MeetTM

Partner Handbook

Caliber

REO:• We train members to become better referral partners.

• We strive to always be of significant value creating members for life.• We track, measure and report our progress.

• We promise to focus on our relationships rather than the fortune.

MEMBERS are expected to: a) report gross REO referral sales monthly (in accordance with ethical guidelines of your profes-

sion) b) make the highest quality referral whenever possible

c) attending REO trainings and continuing education in your field of expertised) follow the REO Golden Rule: Do for Others What You Want Them to Do for You - And Do It

First!

REO Golden Rule: Do For others what you want them to do for you - And do it first!

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Keep your team quality consistent by turning in a Referral Track EVERY MONTH on the 1st meeting each month. Referral Tracks will help you and your team track your progress. When you receive a referral:

1. log the referral (name of contact is optional)* 2. upon completion, log the gross amount of revenue received from that referral*3. at the first meeting of the month, report the gross revenue to the Financial Chair*

- OR - 1. Tabulate your REO generated sales2. Fill in your name* and date and grosssales and turn into the Financial Chair

The REO team tabulates and reports: 1. Team gross revenues 2. Total number of REO introductions re-ceived

*Some professions ethically cannot report.These professions are asked to submit an anonymous referral track

What Gets Measured Gets Done

Referral Tracking

Report Gross REO Referral Sales

Referral info (optional): Gross Sale:Date:

Gross REO generated sales:

Name: Date:

Referral Track

White copy: Financial chairPink copy: Your records

All referral partners should turn in a Referral Track on the 1st meeting of each month

This track covers the following time frame: (check one) q individual sale q sales for past week q sales for past month q sales for past quarter q sales for past year

Two Copies:White copy: REO teamYellow copy: your records

Every REO Referral Partner should know their team’s

gross sales!

WEIGH STATIONNEXT RIGHT

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Referral Reporting is VERY important and it’s motivational to your team! Everyone likes to share good news. There are 6 things that you can offer during the Referral Report section of the meeting:

1. “I made a CONNECTION for...”You either have made the introduction or are in process of making the introduction. Get excited - these are cream-of-the-crop money makers!

2. “I am working on a CONNECTION for...”You are actively working on arranging the in-troduction. You are telling your referral partner what is going on and what progress is being made so they can hold you accountable.

Reporting Referrals

Three Copies:White: for the referral partner you’re making a connection forYellow: for the REO team Pink: for your records

Make Highest Quality Referral Possible

3. “I CONNECTED with...for a partner meeting”You met with one of your referral partners. Share an interesting item that you learned about what they do or who they are.

4. “I have a testimonial for...”You have confirmation of the quality work that a referral partner does or has done for someone you referred to them.

5. “I turned in a Referral Track”You are reporting on gross sales received from REO. Share the story - quickly.

6. “I have a success story”You are reporting something special or exciting about your business. This is a good time to also tell the team about referrals you’ve received that have closed.

NEVER say “I pass” or

“I don’t have anything” That says to your team that you

didn’t think about them at all during the past week!

Check one of these boxes before giving the referral

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We Don’t Pass Referrals.We Make

CONNECTIONS!

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• 21 •© 2008 REO, LLC Partner Handbook

A Core Value of REO is to train members to become better referral partners. With that in mind we offer optional monthly trainings to our members as part of their membership.

Attending these trainings gives members the ability to:

• Learn new skills• Improve skills• Meet new people or prospects• Connect to other REO teams and members• Expand their circle of influence• Get refreshed

We offer the following REO trainings:• Referral Training - offered monthly to our mem-bers at no charge and covers topics such as: How to give/get referrals How to do Effective Showcases How to Utilize Social Networking How to Give a Great Referral Request More...• Entrepreneurial Training - offered throughout the year where we bring in a local expert on a particular subject of interest to our members. Topics have been: Growing Your Business Social Networking & Marketing Outlook Training• Officer Training - offered once a year the last week in June and covers: Board positions• New Member Orientation - offered monthly to new (and existing) members covering: REO policies & procedures Best Practices

REO Trainings Professional Education

Attend REO Trainings & Continuing Education

Each profession has requirements for continu-ing education. If you have completed profes-sional training please let us know by putting a copy of your certificate of completion in the testimonial/card book.

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As a PTM, there are several things that you should be aware of such as how to establish trust with your new referral partners. Don’t expect much from your team during your pro-bationary period.

Existing REO Team:They’ve spent a lot of time together. They have formed a bond - literally. Notice the group be-low - there’s nowhere to break in to the team...

Your job:As you get to know members of the team, your job is to find a way to break the bond. Yes, to break the bond they have by having a team member reach out to you. Unfortunately, the team has no incentive to break the bond. You must give them a reason.

Group Dynamics:This is not a conscious thing that your team is doing. They are not excluding you. It is a nor-mal part of how teams work. You experience this same thing whether it is joining a: • sports team • new family • new jobThe new person has to show the value they will bring to the team before the team will openly accept them.

How Groups Work

Take Responsibility ForCaliber of Team

Demonstrate (during your PTM period)

how you will add value to the team and it’s members

The quickest way to establish trust with your fellow refer-ral partners is to: a) schedule as many partner meetings as you can b) find out about them (what they like/don’t like) c) find commonalities (similar interests/friends) d) help them with something they need help with e) “give” some “currency” (expertise; advice)

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Keep REO Informed of ChangesIt is imperitive that you keep REO up-to-date on you and your contact information. Here is what you need to do if you have changes:

Changes of Classification:1) Fill out a new application (just the top half) to reflect the change in classification. 2) This will be denied or approved by the board after a poll is sent out to the team to make sure there are no conflicts.3) If the change is accepted, an announcement is made to the team and the previous classifi-cation is opened.

Changes of Contact information:Inform the Membership Chair of any changes regarding name, company name, phone num-bers, address, email etc.

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• 23 •© 2008 REO, LLC Partner Handbook

A Dozen Ways to Kill a Team

Take Responsibility ForCaliber of Team

It doesn’t matter; no one will miss me; after all, I’m not on the board. Besides, mem-bers will call if they have a referral. I’m tired, it’s been a long week, I need a break. They’ll understand. If this happens often they won’t understand! “Out of sight - out of mind.” If you want members to find you business then you have to show your commitment by attending regularly. They’re watching your behavior. According to Raeus Cannon, CEO of REO, “There are two times to attend a meeting: when you want to - and when you don’t.”

I don’t know anyone to invite and besides I don’t want a lot more members. I like it the way it is. We all get along and no one’s leaving anytime soon so why do we need to invite more people? You may not need more people – right now, but attrition happens when you least ex-pect it. People lose jobs, get promotions, move - and leave. When you enthusiastically invite people to visit as your guest, the more your team grows in a positive direction. IF you want the best team - invite the best people. If a team isn’t growing – it’s dying.

I can’t wait to tell my buddy what an idiot the President is for doing... They’re just control happy anyway. I’d make a suggestion, but they won’t listen. Geez, this team needs some help! Yes, this team may need help – yours! When you focus on what’s wrong you’re being problem focused not solution focused. If you have a solution, it could be exactly what’s needed to solve it. But since you’re not talking to the board they’ll never get a chance look at using your suggestion. No one’s perfect and these volunteers are doing the best job they can with members like you being critical. Give them a hand rather than a critique.

I don’t have the time. I don’t want to be in front of everyone. I’m no leader. They’re scrapping the bottom of the barrel to ask me! There’s better qualified people to do this than me! That may be true; however, being asked to serve is a compliment and a duty. Every member should serve because it’s a way to give the team back some of what they’ve given you. You’ll learn about a) how the team works; b) there’s a whole lot more to it than just showing up; and c) you’ll learn skills you can use to grow your business or career.

I know what I’m going to say. After all, I say the same thing every week, not that it does any good. I have a minute - how much preparation do I need? After all, it’s not like I’m making a speech. You are making a speech and speakers will tell you - it’s easier to make a 1-hour speech than a 1-minute speech. If you’re not prepared, then you’re mentally preparing as other team members are talking and you’re not listening. Preparation gets results! Don’t “wing it.” Write down what you’ll say, be specific, have a visual aid if possible, do some-thing different - yell, sing, stand on the chair. Have some fun. Inspire others. Stand out!

I’m not here to socialize. I’m here to do business! I don’t get this picnic and cof-fee stuff. It’s just a waste of time. If we have to do these partner meetings, why bother with the meetings? Building relationships takes time and effort. There’s no shortcut. Building relationships leads to better referrals and easier introductions. If you want more referrals, get to know, like, and trust other members. Bring a list of contacts and be prepared to share them. You’re sharing contact information and setting up introductions!

1. Don’t Attend

2. Don’t Invite

Guests

3. Criticize

the Board

4. Don’t

Get Involved

5. Don’t Prepare

6. Don’t Do Partner

Meetings

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Ah, come on, no one will even notice if I slip in late or leave early. Besides everyone does it. Who will really care? A lot of people care: the person that’s talking when you arrive; the person giving a show-case (you won’t hear if you leave early); or, the person that wanted to talk to you to set up an introduction. You can’t personally participate and demonstrate your connections with other members if you don’t show the team the same respect you demand when you’re talk-ing or doing a showcase. Making it a regular habit to be tardy or leave early demonstrates lack of character and makes members wonder if you’re going to be late for appointments.

I’m not gone much - I don’t need a sub. Besides, I’m not sure who to ask and I don’t have coworkers or employees. My team doesn’t enforce it, so it’s no big deal if I don’t send one. Actually, when you know you’re going to be absent it helps the team keep the energy up if you have someone representing you. You’re probably not the only one out - so how will your team look to a guest? Subs may become interested in REO and need to hire your team partners. A sub can often add creativity and excitement to your referral request. Send a “raving fan” that loves you and ask them to tell everyone what great work you’ve done for them. Or send someone a REO prospect that hasn’t been able to be a guest yet.

But some people need to know what kind of “so-and-so’s” are on this team. I’m doing them a favor, besides, there are a lot of people that agree with me. What will it hurt talking about the guy? Actually, it does hurt. It hurts the team by undermining the team’s unity. It’s an insidious habit. It seems innocent enough, but it spreads into all sorts of other things. Negativity breeds negativity and it will continue to get worse until someone stops it or the team dis-bands. Rather than complain to other members, take it to the board. After all, they are the ones that can do something about it.

I hate playing games and all this “mix it up stuff.” Let’s get to what we’re here for. I’ve got stuff to do. Oh, come on – lighten up. Having a little fun on occasion is the life blood of a good team. Having a little fun in the meetings keeps things fresh and alive. And besides, laughter is good for your blood pressure, your heart, your face, and your business! Laugh a little, relax – have some fun. People are attracted to groups that have fun. Want to grow your team? Have a little more fun.

That’s what we’re here for, isn’t it? I don’t have time to set up introductions or to talk about other people’s businesses while I’m with a client. After all, that takes time away from me! Yes, it does take time away from you, but, becoming a trusted advisor to your contacts pays back big time! Stop selling and start helping because “What goes around comes around.” According to Zig Ziglar “You can have anything you want, simply by helping enough other people get what they want!”

I don’t want to complain or get them in trouble. It was just a little problem. Besides, no one else seems to have a problem with them. Actually, no one else may have had a problem - yet. When you have a problem with a member, tell the board. You may not be alone which means the board needs to deal with the issue. It’s your responsibility to keep the caliber of the team high by letting the board know the minute there’s an unresolved problem.

7. Arrive Late

or Leave Early

8. Don’t Send an Alternate

9. Talk Badly

About Members

10. Don’t Have Fun

11. Take all You Can Get

12. Don’t Report

Problems

A Dozen Ways to Kill a Team

Take Responsibility ForCaliber of Team

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360 - Partner Meeting

A 360° Meeting is between three people for 60 min-utes otherwise known as a face-to-face introduction. This is the highest level of referral a referral partner can set up for their fellow team members. A referral partners job in a 360° Meeting is to let both parties know why you thought it was important to bring them together and what the ben-efit is for each of them. They both borrow on the trust that they’ve built with the person doing the introduction and the close rate is quite high (over 80%).

4C’s: The very basis of our core values -n the 4C’s are: Commitment, Connections, Character and Caliber. It is what all decisions for REO are based upon and is what sets the standards for membership (Green and Gold).

Accepted vs. Inducted: The application process for REO takes a total of 3-months. An applicant is accepted onto a team when they are initially accepted by the REO team. An applicant is inducted upon completion of the 3-month probationary period, the probationary tasks, and after the REO team has extended an invitation to be in-ducted as a REO Green member.

Assessment: REO teams require financial support from their referral partners to pay rent, food, and other expenses. This payment is paid directly to the team and is not part of REO, LLC’s dues. Assessments are set by the team’s board. Initiation fee is paid at time of acceptance and is non-refundable.

Board: is the ruling body of each team. It consists of the President; Membership Chair; Communications Chair; Fi-nancial Chair; Advisor; and Guest Relations Chair. They meet monthly to talk about team issues, problems, chal-lenges and policy changes. Anyone may attend a board meeting however only board members may vote.

B2B; B2C; B2T: REO has 4 distinct types of teams: B2B: Business to Business team’s target commercial businesses. i.e. commercial realtor; janitorial service. B2C: Business to Consumer team’s sell to the consumer. i.e. plumber, cosmetics, maid service. B2T: Business to Target teams focus on a very specific portion of the popu-lation. i.e. health related services, women’s teams. Lastly, B2X: Business to Both teams sell to both business and consumers. i.e. retail stores, heat & air companies.

REO Terms

Circle of Influence: are those people that you, and those in your classification, naturally refer to. It also in-cludes those people and professions that naturally refer to you. Referral partners may not realize that sources of business are all-too-often ignored yet are actually more valuable than clients.

A Classification describes the member’s professional activity, not the title or position and avoids conflict with a competitor making an application. Classification should be specific regarding all aspects of what the member will represent in REO. Example: for a “real estate agent” the classification “residential real estate” or “commercial real estate” should be used.

Gold Standard Partners have excelled during at least 1 quarter to achieve a higher standard within their membership in REO. Gold Standard members have achieved 9 of the following 12 tasks: 100% attendance, 4 referrals, sponsored 3 members; 10 partner meetings; Team/board service, attends team events; promote team unity, received 2 testimonials, timely payments; 3 refer-ral tracks, 75% referrals A-C level, attends REO trainings. Gold Members receive ribbons for badge and a certificate.

A Green Partner is a member that is within good standing with the following minimum standards per quar-ter: Commitment: 85% attendance; 4 referrals; sponsor 1 member. Connections: 6 partner meetings; service to the team; arrives on time. Character: have a positive team attitude; give 3 testimonials; make timely payments. Cali-ber: turn in 1 referral track; 25% of referrals are A-C level and attends REO trainings. Falling below these standards will invite board involvement.

Partner Meeting: REO is based on relationship build-ing. Forming strong relationships cannot be done within the setting of a REO team meeting. Partner meetings are the best way to help formulate these partnerships among members. Meetings can be done at your office, at a res-taurant or coffee house or wherever you can arrange it. When meeting partners should be prepared to talk about themselves, their business and their interests both per-sonally and professionally.

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REO Terms

Partners - Teams

Partners vs. Members: Referral partners are the members of a REO team. In REO we call them referral partners rather than members because they serve as partners to their team. The idea of a partner enhances the idea of REO as a team rather than a meeting that they attend.

PTM = Probationary Team Member is one that has been accepted onto a team but has not yet fulfilled the 3-month time period to become a referral partner. After 3 months of membership and the accomplishment of specific tasks, the team has one final vote on the PTM. If they are ac-cepted, then the PTM becomes a full Green Standard Partner.

Lead: There are two types of leads in a REO team: 1) Permission to Use Name (some members simply want a foot in the door and this sometimes is a way to get them started); 2) Name & Contact info. Some referral partners need their fellow members to help them by being their eyes and ears and giving them leads is a great help. Make sure you give what your referral partner needs.

Referral Reports are given to referral partners to document a referral. Reports have 3 copies: white - goes to the receiving referral partner; pink - referring partner’s copy and yellow - team copy. REO is not interested in the number of reports, but in the quality level of the referral. Members should strive to make the strongest connection possible on behalf of their referral partners.

Referral Request This time period is not meant to be a rehashing each week of what a referral partner does. It is, however, a chance for the referral partner to tell their team specific connections that they are looking for and how they have helped their clients.This is not an elevator pitch!

Referral: Secondary: A secondary referral (or spin-off) is when a person that was referred to you by a REO partner now refers you to someone else. These can easily be tracked simply by creating the habit of asking “how did you hear about us?” Many referral partners will experience secondary and even tertiary referrals.

Referral Track: Each REO partner is asked by REO to disclose their GROSS sales that have been generated through their REO referral partners and their spin offs. The form used to do this is called a referral track and is designed to be easy and uncomplicated. It is encouraged that these be turned in on the first of every month for the previous months numbers. The teams numbers are tabu-lated and reported as a whole.

REO Referral = Connection: Quality referrals are what REO referral partners strive for. A REO Referral is one of three types of referrals: 1) 360° Meeting (3 peo-ple; 60 minutes) represents a face-to-face introduction; 2) Arranged a Meeting with the contact and the referral partner; 3) Testimonial given and call is expected (your contact knows that the referral partner will be calling them and why).

Request to Apply: Application process is a 3-month long process. Making a “Request to Apply” means that the applicant has filled out an application and has begun the application process. Once the request is accepted by a team; the member is placed on probation. The process is completed after the 3-month period when the applicant/PTM is inducted onto the team as a Green Member.

A Showcase is a period of time allotted in each REO team meeting for 1-2 members to speak in detail about how to find referrals for their business. Every member gets a chance to Showcase their business within their team. One to two members showcase their business for 10 minutes with a 5 minute ate Q&A period. This IS NOT a time for political and/or religious viewpoints.

Teams vs. Chapters: REO has teams vs. groups, chapters or clubs. REO partners work with their team partners to find more business for each other and to as-sist each other to reach our goals. Similar to a sports team, each member has a specific duty to carry out for the entire team to succeed. Teams move people from a compliance mentality to a commitment mentality.

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• 27 •© 2008 REO, LLC Partner Handbook

Probationary Member (PTM)Qualification Report

Name: ________________________________________________ PTM term expires on _______/_______/_______

Carry this with you for all REO events while you’re a PTM. Turn into the Membership Chair before probationary period ends.

• Attend 11 of 13 meetings during PTM period (Attendance report verifies)• Arrive 10 minutes early to meetings to greet members and their guests (Guest Relations Chair: initial & date each week) _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ _____/_____ • Attend a minimum of 2 referral trainings (certificates and/or training sign-in sheets) Dates: _____/_____/_____ & _____/_____/_____ & _____/_____/_____

• Attend a minimum of 4 partner meetings (verify with members) _____/_____/_____ with ____________________________________________________ _____/_____/_____ with ____________________________________________________ _____/_____/_____ with ____________________________________________________ _____/_____/_____ with ____________________________________________________ _____/_____/_____ with ____________________________________________________ _____/_____/_____ with ____________________________________________________

• Invite a minimum of 3 guests (verify with guest sign-in sheets) Name: _______________________________________________ on _____/_____/_____ Name: _______________________________________________ on _____/_____/_____ Name: _______________________________________________ on _____/_____/_____ Name: _______________________________________________ on _____/_____/_____ Name: _______________________________________________ on _____/_____/_____ Name: _______________________________________________ on _____/_____/_____

• Give a minimum of one (1) REO referral (Membership Chair can verify with referral report) Given to: ________________________________________________________________ Given to: ________________________________________________________________

Optional: • Attend REO or team social event: _____/_____/_____ • Submit a testimonial for team member: Submit comments on the back of this form.