Episode Transcript
[00:00:09] Speaker A: Well, hello and welcome to the Bottom Line Me podcast. I'm your host, Ann Allard. Today we're going to be talking about the power of education.
Not just formal training or formal education, but the kind of education that fuels growth and confidence.
Joining me today is Karen Arthur. Karen is quite passionate about how continuous learning can elevate your performance and anything you do to improve or enhance your life. So, Karen, welcome to the Bottom Line repodcast.
[00:00:42] Speaker B: Thank you. And I am thrilled to be here. Sitting across from me. Yeah. Super.
[00:00:49] Speaker A: Super.
Well, I know you may have been on early on in our podcast, but for our audience that may not know you or may not be familiar with you, can you just take a minute or two to tell them a little bit about yourself, what you do at Old Republic Title?
[00:01:04] Speaker B: Sure, I'd love to.
I have been with Old Republic Title going on my 12th year.
[00:01:11] Speaker A: Congratulations.
[00:01:13] Speaker B: And I just. I love the company. I love the culture, I love everything about this company. But I am really, for lack of a better word, a point person for all things education when it comes to our region.
And it's a funny story.
I started as a rep with Old Republic, and then I found my passion in education, and so it became really where I focused and spent a lot of time. So I feel like I've really found my passion with education.
And, you know, we've got a lot of.
I shouldn't say obstacles, but we've got obstacles coming up. You know, we've got people retiring and we've got things that are happening that I think education is so important, so.
[00:02:03] Speaker A: Well, awesome. Well, thank you for sharing that, and I love your passion. So let's start with the big picture.
[00:02:14] Speaker B: Now.
[00:02:14] Speaker A: We both, I think, would agree that our. Our industry is constantly evolving and changing. You know, whether it's market conditions or expectations that clients have, education seems to be now more important than ever. Would you agree?
[00:02:31] Speaker B: Oh, absolutely. Absolutely.
[00:02:33] Speaker A: Yeah.
[00:02:33] Speaker B: Yeah.
[00:02:34] Speaker A: Why do you think that's so. Why do you think it's such a powerful tool for professionals to use today or to take advantage of today?
[00:02:42] Speaker B: Well, I mean, for one thing, we really are in a changing market.
You know, not any two deals are the same. And so it's a very, you know, it's always a changing market, but education as a whole is really crucial for not only me growing in my career, but also to provide exceptional service and, you know, be navigating, you know, complex transactions that. You know, one thing about this industry is that no closing is all, you know, every closing is different. And so we all know that, you Know, those trans, you know, no transaction is the same.
The other thing with education, and I think that this is what I get really passionate about, is that it builds credibility and it builds trust with your clients. So when you're continually expanding your expertise, you become not only reliable but you're also credible. Yeah, and I think that, you know, that's essential when you're in an industry like ours where you're, where your goal is to build these long term clients, these relationships, if you will.
It gives you, it really gives you the competitive edge.
Truly. Education does.
[00:04:00] Speaker A: Yeah.
[00:04:01] Speaker B: Yeah.
[00:04:01] Speaker A: Well, that makes perfect sense to me and I'm sure to many of our listeners as well.
So another thought that came to me when I was thinking about this is there's a lot of resources available, but there's still areas that we all struggle with in education and training. What are some of the most common gaps that you've seen or that you've experienced?
[00:04:26] Speaker B: Well, you know, I'm not gonna lie. I mean, we have, it's a complex industry. It really is. It's very complex. There's, we're dealing with legal, we're dealing with financial, we're dealing with, you know, even customer service skills, that sort of thing. So the, it's very complex and it's difficult sometimes for professionals to grasp all those aspects, if you will. And so, you know, we deal with high, you know, high stress.
You know, I used to joke around that, you know, it, you know, 10 o' clock in the morning I didn't have a closing and then at 4:30 I wasn't going to be home for two hours because I have a closing. So it's one of those things where, you know, the stress can be a little high. You've got, when you have high stress, then you're subject to burnout, which that's, you know, it's just another thing.
We're also dealing in our industry with the talents shortage, if you will. You know, where, you know, we've got people coming into the industry who don't even know what title insurance is or what we do. And so we're dealing with that.
And then we're, we have employees training employees. And so I say that because what happens in our industry is we hire somebody maybe without much experience, and then we have the person that's sitting next to them train them.
And while maybe in theory that sounds good, we found that training the current employee, training the new employee, they may not have been trained properly. And so now they're going to pass on bad habits to this New hire, which then will cause them to be concerned or fearful or you know, they can't do the job, that sort of thing. And so it just.
Education, again I keep saying it, but it's very important and it's very important that we take the time to train, train our people, you know, train them the right way, you know, give them the right resources.
[00:06:38] Speaker A: Yeah, well, I think that leads perfectly into the next question. But before that I, you know, it's so interesting that you talk about, you know, the shortage and the next generation and you know, I thought you may have heard me say this before but nobody grew up saying I think I'd like to be a title professional. It wasn't anything that anybody ever even heard of. So yeah, I think that's true. People come into the industry and they really don't know what they're getting involved in unless they came from it. Most of the time it's your family was involved in it generation. Yeah, something like that.
I think that's really interesting. But let's go back to how do you train people? There's lots of different ways and it's really changed an awful lot. You know, I was thinking in the last 10 years, but probably in the last 10 days even, you know, you know, we've gone from, you know, traditional in person always, you know, where you went into a hotel, sat there for the afternoon and learned whatever you were, whatever was on the agenda to today. You know, all these digital quick platforms where you can get bite sized training or just quick tips. So you know, how do you see the role of education evolving and changing and what's working and what isn't?
[00:08:01] Speaker B: Well, you know, if you think about it, I mean, definitely elearning is, is where it's at right now. I mean that's the learning management systems, the LMS systems, the E learning platforms. That's where it is.
But I think it's important to bring up, you know, TikTok, TikTok has changed or YouTube too. Both of those platforms have really changed the way people learn. And so back, back when I started, if I had a question, I hate to admit this, but I didn't even have the Internet.
I feel your pain.
If I had a question, you looked it up or you asked a mentor.
Nowadays if people want to learn something, they YouTube it. Yeah, it's very quick, it's very short videos that you know, that they learn by. And that's great, that it's, it's great. And that's where it's evolving.
So there's I think more that I like to share because I think that we, we need all the platforms, every platform works together for the greater good. And so, you know, while those are great, you know, and that's kind of where we're heading, it's not to say that those are the best or it's not to say that, you know, that people walk away with a knowledge base, you know.
[00:09:43] Speaker A: Well, and I think sometimes it could be what is your preferred learning style too? And no, I mean. Well, I think your point is well taken that all of these platforms or delivery methods make sense, but some are going to fall flat when you're in an audience of people like me and others are going to fall flat when they're in an audience of people like you because we have different, perhaps different learning styles. So do you think there's any one that's more effective than the other?
[00:10:12] Speaker B: You know, that's a really good question.
I just, like you said, I personally like what we call a blended learning that's online, kind of self paced. It's also in person.
There's something about being in the same room with the instructor. I think that you are more apt to get more out of it.
I know that in our business when we get, when we get busy, we tend to maybe put on a video, but we're not listening. We're kind of only half listening.
And so I think that, you know, blended learning allows you to have that in person instruction as well as the, the, you know, the webinar base. Right.
Micro learning is another big one where, you know, it's very short education pieces, maybe three to seven minutes, which is great. That's more of like what I was talking about with the, the, you know, how the younger generation is using YouTube, you know, that sort of thing.
The, the thing that we have to work through on that is in our industry, in order to be licensed, we, most states require you have a certain number of hours, you know, continuing education hours. So it's learning, you know, can we accredit micro learning if, you know, if we have proof that they've taken all 10 modules in a, you know, 30 day span? We don't, you know, this is all new. So we're working through some of those. And right now we're not seeing obviously where microlearning would allow you to get your CE hours, but at the same time, you know, we're looking into that, you know, the industry as a whole.
[00:12:03] Speaker A: Or the, it makes sense that it's likely come in some form or other. It will come to Pass. But. All right, I'm going to shift a little bit to, you know, the impact side of this. You know, sometimes the best way to understand the impact of education is from a real story. You got any story that you can share with us about how education made a difference for someone?
[00:12:31] Speaker B: I think that you're smiling. I know. I think that. And I am a big. I'm a big. I'm a big proponent of certifications.
Our industry does not have, you know, a college degree. There's, you know, you don't go to college and go to become a title professional. So. So most states and even American Land Title association, they have certifications that we can get. And I think that the certifications are so important. It's not only for your, you know, for your benefit, but it's also for your clients that you're working with, and it's showing them that you've invested in your, you know, you're invested in your career, you're invested in learning. You're invested to give them the best possible service you can by, you know, by learning. And having that certification, I think, is really important, and I think it's something that people should be really, you know, really proud of.
I was. Will tell you that I got my certification, my state offers certification, and I got my certification. And, you know, even being in the business as long as I have been, you know, you're still kind of wondering, am I, you know, am I going to get that certification? And of course, back then, we had to wait for the mail to come. You know, they didn't notify you, you know, quickly. You know, it was like, so you'd be like, okay, it's 31 days. I haven't heard, you know, But I think that it just gives you that sense of credibility and that shines through to your clients, you know, so that's a great answer.
[00:14:06] Speaker A: I love it. I would have never, you know, I was thinking of a story, but I think that's. That. That's. That's a great answer. Thank you.
Yeah.
We got to talk a little bit about culture. I think creating a culture of learning, it doesn't happen by accident. It takes some intention and probably good leadership or somebody that's embracing these types of things. So what advice would you give anybody that's listening today who wants to foster bringing continuing education or learning into their organization? What kind of steps would you suggest they take?
[00:14:46] Speaker B: I think, most importantly to start is you definitely have to have management buy in.
I think management has to be behind it. I think they have to let them know that, hey, this is for all of us, that sort of thing. So I think one is the management buy in. But I think that this business, like I said, it's so complex and you're dealing with so many different people and it's emotional.
You know, I talk about it a lot with clients, but it's very emotional. You don't know why somebody's selling their house or why somebody is moving. You know, it could be that they're downsizing or it could be that they're retiring. There's so many emotions within, you know that. And so I think that it's very important for people to understand that we are going to take time to train you and educate you and grow in this business or grow with this company. I think that it's very important that people understand that, that they're a part of it and that we're going to invest in you.
And I've worked with several different agents that they've done just that and they've literally said for these two hours on this third Wednesday of the month, I want you to walk away from your desk and we are going to do training. And they set out, you know, a plan for that and it lets everybody know that this is important to management, but it's also important to, you know, their professional development. I think it sends all the right, you know, messages for, for, for learning and education.
So I'm a real, I, I love when people invest in their employees and it keeps, you know, it keeps them from you leaving. You know, think of the cost when somebody leaves. You've done training or you, you know, it's, it's a cost that, you know, somebody leaves because they're unhappy or they don't feel acknowledged or they don't feel like they, you know, been trained properly so.
[00:17:07] Speaker A: Well, you've convinced me, I think, you know, I mean, not that you had to really, because I, you know, I've always felt that training and education is a worthwhile investment.
But that's, that's, I really appreciate the way you, you kind of summed that up for us. So I want to, you know, shift back to, for just a minute to technology because it really, I think not only the way we conduct transactions, but it's, it's really, you know, changed everything and education is part of that everything. And I know you talked a little bit about things like tick tock and you know, mini, what did you call them? Micro learning. All right, which I'm obviously not in tune to, but you know, so how Is this really changing the way that our. That people get to know about our industry? Do you think there's. There's any connection there?
[00:18:05] Speaker B: Well, I think, you know, it got. It goes back to what you said in the very beginning. And I think that people don't really understand what we do. They really don't. And so I think that you've got people that are probably, like, Googling like, Or, you know, what is.
What is title insurance? You know, how does it work? So I think you've got that side of it, but I think that it. It's.
It's more our.
How do I say this? But more our industry.
You know, I, I don't want to, you know, you might be able to go on, you know, Tik Tok and. And Google that. I'm not sure you're gonna get the right, you know, know.
[00:18:51] Speaker A: There you go.
[00:18:51] Speaker B: So that, you know, I don't want you doing that. I think it takes coming. The education does come from.
From our industry. Our attorneys, our underwriters, our escrow officers, you know, more of like a mentorship, really, you know.
[00:19:06] Speaker A: Well, it's seeking out those, you know, experts in the field and not just relying on what you see on TikTok or read when you Google it, I guess. Yeah. So. Oh, interesting. So let's talk about the future just for a little. I can't believe it, but I'm even asking this question. But it's. It really is important that we all stay ahead of the curve on this. And, you know, when I think back, I can't even imagine some of this. I couldn't have imagined some of the ways we deliver information or even have conversations with people. But it is what it is.
Any specific emerging trends in real estate education that you think our audience should be at least, you know, thinking about or staying connected to or watching for so that they can prepare if there is any next big change.
And if there isn't, that's okay, too.
[00:20:02] Speaker B: You know, I think that, you know, one thing about our industry is that we have regulatory issues. We've got federal. You know, there's so much that we have to take that we have to, you know, think about in staying up to date with those regulatory issues with our state or changes with our state or the federal changes.
But I think that.
I think people have to understand how they learn the best and think about that and take that into consideration.
One of the things when we were talking about technology, but we have the E learning and we have the micro learning, another kind of trend that's happening right now is.
I hope I can say this right, but gamification.
[00:20:58] Speaker A: Oh, right.
[00:21:00] Speaker B: People love. That's one way they like to learn, you know, is maybe more of a challenge or a game or that sort of thing. So I think, I think knowing where, where you, where you're learning, you know, what your learning style is, is important. And I think sharing that with educators is important. You know, when I go out and talk with people and interview people of what they're looking for, educational wise, that those are things I ask, you know.
[00:21:28] Speaker A: Right.
[00:21:29] Speaker B: How do you, how do you learn? You know, what, what works best for you?
[00:21:32] Speaker A: Right. Finding out what's the. Yeah, yeah. You know, it's. And this. Nothing smooth about this industry. I mean, the simplest transaction can turn into the most difficult, difficult one, and there's a lot of ups and downs here.
So I think education, from what you're saying, really can serve as a tool to help us to navigate those challenges, you know, or, you know, it helps us to prepare for shifts in the market or even to manage the potential for burnout. So is there anything you'd like to add to that? I know we touched in it a little bit already, but just wondering if there's any other thoughts you had on that because I think what your, your point is such a good one.
[00:22:16] Speaker B: Well, I think that, I think that, you know, when you think about, you know, career advancement, promotions, leadership roles, you know, I think that all that is part, part of that.
[00:22:34] Speaker A: Yeah.
[00:22:35] Speaker B: You know, I really do. I think that, you know, we, we talked about it before, but, you know, when you get into this business, you know, you like, you know, a lot of people love it. You know, it's just, it just, they, they love the challenge of it. They love the complexity of it. They love, you know, everything about the, the job. And so because of that, the education, they grow and, you know, they grow into that. So.
[00:23:03] Speaker A: Yeah, I've often said, you know, you come into this business and you either get bit by the bug or you go running for the door very quickly.
[00:23:11] Speaker B: You know, it doesn't take long to figure out then this isn't for me.
[00:23:15] Speaker A: Or this is where I want to be for. Yes, right, exactly. So.
All right, well, let's bring it home with our bottom line and maybe with something a little actionable. You know, if you could offer our audience one piece of advice about their continuing to grow and learn through education, what would that be?
[00:23:38] Speaker B: Well, I'm really, I'm going to share with you my light bulb moments.
And so with.
[00:23:47] Speaker A: I love light Bulb moments.
[00:23:49] Speaker B: I know, and I love sharing this story. So when what happens is, in our business is that we kind of stay behind the desk. You know, an escrow officer, an escrow assistant, a man, you know, we're all somewhat behind the desk.
What I found, though, is that when you're building a client base, what I found is that those clients want to see what you know.
You know, show me what you know. And there's no better way to do that than becoming an expert in something that you can go out and share with your clients.
And so for me, it was the new closing disclosure.
And so when the new closing disclosure came out, you know, we went out and educated our agents and their clients. And so I became an expert in the closing disclosure. And it took a lot of time and energy to learn, you know, what it was and to become that expert. But once that happens, it was amazing that I could be out educating someone. And afterwards, people would come up to me and they were like, oh, my gosh, can I, you know, can I get your card? I'd love for you to, you know, close my transactions. All of a sudden, I realized that they looked at me like the expert, and they, everybody wants to do business with the expert. Sure. So my actionable item here that I want you to take away is I would love for people to pick one, One topic in our business.
You know, it could be, you know, I'm trying to think it could be, you know, 1099 reporting, or it could be that it could be the closing disclosure. And then go out and visit with your. Your clients and say, hey, I'd love to come and talk at your, you know, at your business meeting on Tuesday. I'd like to introduce myself, and I've got a few things I'd like to discuss on, you know, new industry, you know, things new in the industry or what have you. You become that expert.
And like I said, everybody wants to work with the experts. So you've got that leg up on getting in front of people, and, you know, it's, you know, I know getting in front of people is hard, but it does get easier, you know, it really does. So, you know, go out and practice.
[00:26:22] Speaker A: Go out. Well, exactly. Well, I love that. That's a great actionable item or challenge to our. To our audience. So, Karen, thanks so much for spending some time with me. I really enjoyed having this conversation with you. It's so apparent that you're passionate and you love what you do.
So thanks again.
[00:26:43] Speaker B: Thanks so much for having me. I enjoyed it. It's always good to see you.
[00:26:46] Speaker A: Well, always great to see you, too. Thanks so much. And to our audience, as always, we enjoy having you with us. So until next time, we hope you'll all continue to learn, grow and prosper.
[00:26:56] Speaker B: Thank you.
