SCRIPT-a-PALOOZA 2019 transcript

SCRIPT-a-PALOOZA Transcript |Feb. 26, 2019
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Dave Savage:Welcome to Script-a-Palooza 2019. In 2018, we had over 10 top mortgage
professionals. It was the most viewed event we did all year with more than 1,000 live guests in
attendance. It also got the most views as a video – more than 6,000. Those scripts are priceless
– they're just as valuable today as they were then. But let's face it, it’s a new year. It's 2019, and
a lot of people have been talking about this shift that's happening. And I would kick off today's
call by saying a shift happened. A lot of change took place – Zillow, RedPin and Keller Williams
all got into the mortgage business. And Amazon is getting into the mortgage business.
And Ellie Mae is sold. There's a new CEO at Zillow. I wrote an article about the shift last week
with Kristin Messerli. It’s on my Facebook page. So it's a new day, a new year, and a new
Script-a-Palooza. Todd is here and we have 11 guests, six of them women, so more women
than men as leaders and top producers. They all have one thing in common – they're among the
top 1% in the United States. Many of them are among the top 200.
Todd Bookspan: What separates these folks from the other person clients are talking to is
what they say and how they say it. Let’s get started.
CREATING A UNIQUE BORROWER EXPERIENCE/INCREASING CONVERSIONS
HOW JOSH METTLE POSITIONS HIMSELF WITH BUYERS AND CREATES A UNIQUE
BORROWER EXPERIENCE:
We want to be as different as humanly possible to every other lender. So I think that starts
before the scripting. It starts with the way your Realtors introduce you. It starts with how quickly
you respond to that initial phone call or text message and can get that client on the phone and
get them engaged. And then it's the depth in which you go with that first conversation, that
hopes and dreams call. In that first call, I’m trying to figure out where is it possible to do what
Quicken or Amazon can’t do. And where can I then use any of my knowledge to immediately
start educating.
First, I want to be personable and I want to have fun. I mention in almost every Total Cost
Analysis that this is going to be a lot of fun. I say, “We're going to bring an enjoyable mortgage
experience and we're going to tailor everything around where you could possibly get snagged
and how I can offer or share my advice and expertise with you to make sure that you have a
flawless experience.” Then we go about making sure we've really exercised on the perfect loan
process, which starts right up front with a really good initial phone call.
We have a scripted set of questions that are built right into our CRM system. We ask the same
questions every time. Everybody on my team does. And one of those questions is, “Have you
purchased a home before? Is this your first time buying a home?” And as soon as somebody
says, no, I've never bought a home before, I say, “Great. I love working with first-time

homebuyers. This is going to be a ton of fun.” And you can feel just with delivering that little
piece, they're thinking, oh cool, this is going to be fun? It's not something I have to be stressed
out about? And then I'll just ask, “Do you have some apprehension about buying your first
home? Tell me about it.” And they usually say, “The only reason I'm doing it's because my wife's
making me buy this home.”
And you get them to open up and let that all out. And then I say, “We're going to have a ton of
fun. I've been in the mortgage business for 18 years. I've personally helped over 3,500 families
buy and move into their new home. And I can promise you this is going to go great. We're going
to have a ton of fun man.” So I just make sure I ask the question and then I address it and then
boom, it’s like we're bros at that point.
In that initial phone call, I am going to ask questions like, “Do you have an idea of what kind of
purchase price you're going to be looking for?” Sometimes they don't. Sometimes they say,
“Man, I have no idea. You know, I want a payment at $2,000 a month.” But most of the time,
they have an idea. “What are you envisioning in terms of your down payment? Okay, so you've
got less than 20% down. We're definitely going to be talking about some different mortgage
insurance strategies. Do you know what mortgage insurance is? Yes or no? Okay. Oftentimes
we can deliver a loan that doesn't have mortgage insurance. It might be at a slightly higher rate,
but it will have a lower total cost because you're going avoid costly mortgage insurance
premiums. When we build your Total Cost Analysis, we'll show you those different strategies,
but you’ll know that what I'm going to be advising for you is the loan that has the lowest total
cost, not always the lowest interest rate. And that'll make a lot more sense once you review the
Total Cost Analysis.”
Then I will gather information: “How long have you been at your current employer? Are you paid
on a W2? Tell me about your student loan status. We work with a lot of relocation folks all
across the country. Tell me about your employment contract.”
And we'll go through all of the things that snags people up. And you could make a list of
questions for your own demographic or niche, whether it’s condos, USDA, credit score issues.
So I'm just trying to find all the different places where we might be able to educate and we might
be able to bring value. And then depending what’s been brought up, we'll start work that
immediately into the conversation. And then that always links to the Total Cost Analysis.
WHAT JOSH METTLE IS SAYING IN HIS TOTAL COST ANALYSIS VIDEO:
“Hey Dave, thanks so much for completing our client questionnaire. Man, I'm super stoked to be
working with you. Like I said, we're going to make this a lot of fun. I also am really looking
forward to working with your Realtor, Todd Bookspan, who definitely is the best in the business.
Todd's a great guy, does a wonderful job, and between the two of us, we've got you covered.
We're going to take great care of you. Now regarding the loan options we discussed, I've given
you three different strategies to look at. You'll see those in the top left summary section; then
moving from left to right, you're going to see blah blah blah, blah, blah, blah, blah.”
I'm going to go through and build that script out and identify whatever those three strategies are
and at the end of that I'm going to have a call to action, which is going to be, “Hey Dave, my
contact information is in the top right hand corner. Don't hesitate to call or text me. I'm available
over the weekend if you need me. Looking forward to reviewing this with you and get you and
your family into your new home man.”

If you don't get deep in the conversation and the dialogue with the client, then that's your bad as
a loan officer. The client's never going to know why they should work with you and why they
should be searching for something other than rate. And I think that's just what people are
programmed to do. You know, hey, what's the rate? That's a lot easier conversation than hey
Todd, how do I know my family can trust you? How do I know that when I tell Zander and Aria
that they're going to have a pool in their backyard and their new rooms that you're going to
perform. No client is ever going say that, but that's the behind-the-scenes part of what they're
thinking. You have to get deep enough to get to that level of connectivity.
HOW JOSH METTLE ELIMINATES THE ELEMENT OF FEAR:
“It's the most awesome time ever to buy. The economy is rocking. If you lose your job you can
find a new one tomorrow, and we now have an opportunity in markets that are slowing where
we can do rate buydowns. Let's say your house does go down $10,000 or 15,000 or $20,000.
We'll look at the interest rate buydown from a seller concession is going to save you over 30
years.”
HOW JENNY STONER SETS UP THEFIRST CALL/TCAAND INCREASES CONVERSIONS
WITH FACE-TO-FACE MEETINGS:
A script is just a habit I get into of how I make sure the client has a great experience. When I'm
setting up my TCA, I do it from the very first phone call. I call that our “Hopes and dreams call.” I
ask the client questions about them. It helps me learn about who they are. Then, as I explain
what they can expect in the process from my team, I set up the TCA this way:
“My team's going to gather some documents for you, and they're going to send you a link to my
calendar to book a call with me. When I'm putting together options, I never just want to send you
a fee sheet, because I equate mortgage numbers to ... You know when you go to the doctor,
they do blood work, and then they email you your lab results, but you're really not sure what
you're looking at?”
Usually that connects with the client on some level. They're usually like, “Yep.”
“Well, that's what mortgage numbers are like for people. So, I'm never just going to send you a
fee sheet and expect you to figure it out. My commitment to you is that I'm going to meet with
you.” I do my TCAs. I do one for every client, but I meet with them on Zoom. I'm in Charlotte,
which is a pretty large market. Not everybody can drive to my office without it taking an hour to
get here, so I put together a TCA, and then I meet with them on Zoom.
I share my screen with them, and I have a face-to-face meeting with them for every TCA. That
has increased my conversion a ton, and it allows me to get to know the client. I love to get to
know my people. I set that up from the very first call, so when they get a link to my calendar
from my assistant, they know what to expect, and they know the value that's going to be
presented to them in that call.
Occasionally, someone over 55 might be like, “Whoa.” I'm like, “If you want to come in and meet
with me face to face, I'm totally open to that.” I found, most people don't want to take the time off
work to drive Weddington, a suburb of Charlotte, to meet with me. “So, I'm happy to
communicate with you over video chat, give you that experience, but if you want to come in, my
team would love to see you and meet you as well.” I give them the choice and only one out of
40 wants to meet in person.

I always start that call by saying, “It's so important to me that I serve you well, and I want to
make sure I understood what your hopes and dreams were.” Then, I reiterate back to them the
notes I took on some key things. That does a couple things. It shows them that I was listening,
and it develops some rapport with a client. So, I'll say: “What you told me is, you're looking in
the $400,000 range. You don't want your payment to be over $2,000 a month. You are
interested in a 30-year fixed, but you're curious if a 15 year is doable. Did I hear that right? Did I
listen well?”
“Yes, Jenny, you did.”
“Great, I've done a good job so far, haven't I?”
Every week, starting with the hopes and dreams call, we tell them what they can expect from us
after they get a contract. Once they get a contract, we do updates to the client, the buyer's
agent, and the listing agent. I do all this via video. I shoot a quick video with my phone:
“Hey, it's Jenny. Just wanted to give you a quick loan update. We got your appraisal back. The
value came in awesome. Your approval looks super. The next step is, my closing person is
going to be sending you an initial closing disclosure to sign, yada, yada, yada.”
I just text it to them. I ask them, “Can I text that to your mobile phone?” I very rarely get a “No.” I
like to communicate with my clients the way my friends communicate with me. We all text.
That's what I pay the most attention to. That's how I like to communicate to my customers,
because I feel like there's a connection there, where I'm communicating with them the way their
friends are.
MICHELLE TOWN’S STRATEGY AND SCRIPTING FOR BORROWER CONVERSION:
On our Django or Salesforce, we have a little perk when we're doing intake calls. We have a
check mark to make sure we do our Total Cost Analysis or a Rent vs. Own analysis. When a
consumer calls me who hasn’t been referred by anyone, their first question is always about rate.
I deflect that by saying, “I don't know. Do you have a few minutes for me to answer a couple
questions? I can't give you a rate based on just hearing your voice. I need a little help from you.”
Then we'll start doing the questionnaire with them. It includes questions such as, Is this your first
home? Do you have plans? How old are your children? Are you looking for specific school
districts? We go in in a little deeper, because we start showing them our value right off the bat.
Also, I realize this is an emotional experience and I need to have an emotional connection with
them. So I'll say, “Oh, I don't have children,” or “Gosh, I've got five dogs barking in the
background. I'm so sorry.”
So it gets them off wanting something from me and I get to the point where I'm going to give
them something of value. I use the Total Cost Analysis. I always do a video or a voiceover. I
also always send the PDF version of the Total Cost Analysis. But some people weren’t clicking
on the video, so now I hyperlink the entire email. So when they open up it up it immediately
goes to my video. And the client will call back and say, “I watched your video.” I'm seeing more
people watch the video now than just looking at that PDF by hyperlinking the entire email.
Right off the bat I say, “Listen, we're not your typical mortgage lender. We’re going to be
working with you long term. Our goal is to make you our client for life and we're going to

hopefully work with your families. But for me to do that, I need to ask you a couple of questions
and it's going to be a little bit personal. I need to know what your financial goals are. How long
do you think you're going to be in this house?”
I talk about disposable income a lot when people talk about wanting that 3.75 rate. I’ll say,
“Great. I'm going to give you that option. So let's take that off the table.” I get it off the table right
away. “But let's talk about what that 3.75 rate is. If I can take some money and shift it to pay
down a debt, a car payment of $800 per month, for instance, and now your overall total monthly
obligations are X. Would that put you in a better financial position? And it also puts me in a
better position later to possibly refinance you if things change.” So I get them off that rate and I
get them back on looking at disposable income because that’s what's important.
We don't care what their interest rate is because if I give them an interest rate of 5% or 3.5%
and their overall payments are still $2,500 a month, they’re happy. Right? And that's what my
goal is. So I steer my Total Cost Analysis at that. Talking about looking at their disposable
income, because by that time, I've already asked them the questions of what their car payments
are. Usually, I have their credit reports and their income and I’ll say, “Hey, we can put you in a
better financial position to start putting away, even though your rate's going to be a little higher,
you're going to save $250 a month and be able to put it in the bank.”
HOW JOHN DOWNS STARTS CONVERSATIONS BY TAKING THE FOCUS OFF NUMBERS
AND PUTTING IT ON HUMANITY:
I think the biggest thing I do is to make loan origination a somewhat brainless activity. I even say
that right out of the gate: “You know, the thing about mortgage lending is that my eight and 10
year olds can do it because it's simple math. It's super easy. It's your income, your debts, your
credit score. There's all this technology that makes it so easy. I choose not to spend a
tremendous amount of time with data input. On this call, I want to learn all about you, find out
what you're doing, find out what your goals are, so I know what to present to you. Then I
definitely want to talk to you about the current state of the market because I think that is really
important.”
“You know, a top real estate agent, someone knocking it out of the park, might sell about five
houses a month. The average Realtor might be lucky to do two. If I'm doing 20, and then I'm
managing other people, and I'm seeing another 30 on top of that, when you're looking at 50
contracts a month in a peer group, you really understand what's going on in the marketplace. By
the time we get off this call and I learn about you, I really want to dig into your contract strategy
so that we know what is your strongest offer. So that when you fall in love with the perfect house
to the point where you're going to hate yourself if you lose it, we need to know what that offer
should be structured like so that you win.”
I'm not overly scripted. But here are some of my high-level talking points:
Step one is always introduction: “Hey, how did you meet so and so real estate agent? I love
working with them.” Then you play the silent game, let them talk. If you deal with the same
people long enough, you'll find common connections, or you could even say, “Hey, are you by
chance friends with ...” and name another client that agent dealt with, so it’s about trying to build
a connection and cementing the relationship.
The other thing I say is, “For starting out the process, just give me a high-level overview of
whatever's in your mind right now. Rather than me take you down a specific path, I just want to
hear, what do you do, what do you buy, what is that payment, how much cash do you put

down? Just unload all that stuff on me, and I'll fill in the blanks.” I'm framing the conversation of
tell me where you are right now before I begin. Instead of me coming out of the gate being the
John Downs show, I want it to be their show.
As I scroll through, I do take 1003s conversationally, not in an LOS. In my CRM, I'm typing high-
level points. I'm not putting socials, addresses. I'll ask income questions three different ways.
“So, tell me roughly how much you make.” Then I'll ask two more different variations to make
sure they're really giving the right answer. Super conversational 1003 building.
To sum up loan approval, I just say, “Based on everything you told me, you'd qualify for up to
this much.” It's usually a much bigger number than they want. Income times ratio minus debt
that they told me. I think about their loan down payment and come up with a number really
quick. It's just how much cash they want to use. In my market, I divide it by .08 for 5% down
loan because closing's 3%. If they're putting 10% down, by .13, 20% down by .23, to get a sale
price.
HOW AND WHEN JOHN DOWNS DISCUSSES THE CURRENT MARKET SITUATION:
The last thing is I use the preapproval conversation, and every conversation, to circle back to
the market. “You know, right now the market is on fire in DC. Let me tell you why. At the end of
last year, the market was crazy slow. It started with rates peaking in September. All of a sudden,
people pulled back because rates just went up. The housing reports looked bad. The media
piled on it. The stock market started crashing. The election was there. There was hate
everywhere, negativity and just everything was bad. Then fast forward past the election, both
parties thought they won. The Republicans got the Senate. The Democrats took the House, so
they felt good. Interest rates stabilized. As we sit today, the stock market's only 4% off the high.
To think where we were in December and where we are right now, you actually have a
tremendous number of positives where people are waking up realizing, ‘It's not that bad. Rates
are low. We were going to buy in the fall. Let's buy now.’ But then you also have the buyers of
the normal spring buying season creating this amazingly competitive, hard, tough market to win.
Now let's talk about why that's so important.”
HOW JOHN DOWNS SEGUES THE CONVERSATION INTO HIS CONTRACT STRATEGY:
I think the contract strategy's all about what the seller sees. Sellers want the highest price. They
also want safety. Imagine a seller sitting down, stacking up 10 contracts, highest to lowest.
They'll pull out the top three. Then they'll say, “Who might back out and who’s least likely to
back out?”
If you only need 10 days to get your financing done, and some other contract needs 15, you
win. If all else is equal, you won that one. Should you waive the contingency? What is the risk of
doing that? Should we use speed to close? What does that look like? Can you pull it off based
on the product you're choosing? So, contract strategy, for me, is an education of what the
seller's looking for, and then how can we beat everybody else through our efficiencies and
through their capabilities of maybe tightening or waiving contingencies.
Scripting is going to help you increase your conversions. But you have to understand that your
preparation for that game, my preparation for this mortgage planning meeting, or the phone call,
there's so much that goes into that. The dialogue, the scripting, isn't the end-all. It's the
preparation for that big game.

HOW DAN KELLERS WINS A REFERRED BORROWER CONVERSION WITH SCRIPTING :
The first thing I do is try to go for trust. “Hey, Sarah over at Keller Williams asked me to connect
with you. I'm curious, how do you know Sarah?”
I wait for their answer and then I give honor to that agent. I'm trying to secure the reason why
Sarah recommended that borrower to me. Then I ask them, “Hey, I'm curious what did Sarah
say about us?” “Well, she said you were quick to respond. She said this, she said that.”
Then I say, “One of the reasons why Sarah asked me to connect with you is this. You're looking
to move up. You're looking to buy your first home. We have a system in place to really help
navigate you through that process. It begins with education.”
I encourage you as a loan rep, as a sales professional, to get better at asking great questions. I
ask every person, “Why do you want to buy a house?” Then I ask, “Why do you want to buy a
house today?”
I met with a client last night and he said the house he has is too small. I said, “Okay, what do
you mean? Bedrooms, yard, square footage?” At the end of the day, I found out that he wants to
sell his house right now and buy a new house because he's got two kids that are beginning
elementary school, and the school district he's in is not the best one.
I went from pre-approving a client, someone wanting to buy a bigger house, to now the big why,
the big why is a better school district so he can take better care of his kids. Then I focused my
meeting around that. We talked about interest rates and a Total Cost Analysis. But now the big
why that I can always circle back to is buying a home in Bothell versus Everett, because the
school district's better there.
The last thing that I do in that first phone call, it lasts less than two or three minutes. I let them
know that it's tougher than ever to buy a home. “You've got the media that will say that it's easy
and you can do with an app. We certainly can do that, but there are regulations that were put in
place over the last eight to 10 years. They're all still in place in 2019 even though the economy
and the housing market have recovered.”
“I've created a mortgage concierge page for you. I'm going to email it to you. I've broken it down
into two simple steps. You're going to complete step one, which is my client intake form. Step
two is my concierge page. Then I'm going to follow up with you.”
Click for a sample of Dan’s Total Cost Analysis with video.
HOW REALTOR NICOLE SOLARI GETS OPEN HOUSE VISITORSTO GIVE HER THEIR
INFORMATION FOR HER DATABASE:
I started going paperless in 2016, so it was very much a soft touch approach, very
conversational and friendly. It was not a sales pitch whatsoever. People would walk in and I
would use a number of different scripts based on immediately trying to identify their personality
type and what their motivation for coming in was. So it would be one of a few things. One being,
“Hey guys, would you mind signing in? You know, the seller has asked me to collect the names
of people for safety purposes.” I did that a lot, especially with women who would come in with
kids. You know, being a female myself, and with safety being top of mind, I think a lot of people
were willing to give real information up front when they hear the safety factor.

The other thing I did was a lot of giveaways. I would partner with a lender who had either a
bottle of wine, a gift card, night out on the town, some movie tickets, and we would ask them to
sign in for their opportunity to win. The secret behind that is that everybody was a winner. So
anyone that you connected with, anyone you wanted to follow back up with, they automatically
became a winner. So we would give away five or six bottles of wine. Of course, you know, it
costs a little bit of money, but you're able to drop that bottle of wine off at that person's home.
So, “Hey, welcome to the open house. If you guys want to sign in, my lender has graciously
donated this awesome bottle of Cabernet, sign in and I'll call you if you win.” So I'm not trying to
sell them anything, I'm not trying to collect their information, I'm just raffling something off.
Then, to move the conversation forward, I'd always ask everyone, “Hey, have you started the
process of your preapproval or prequalification?” I think half would say no, have would say yes. I
would ask them who are they prequalified with. “So who's your go-to lender?” They would say
my bank or my buddy so and so, and I would say, “Well, have they walked you through the
process?” And it was just kind of peeling back the onion of questions I knew they would answer
‘no’ to. Questions I knew my lender would do for them. Such as, “Have they showed you a Total
Cost Analysis? Have they showed you what your mortgage is going to be? Did they explain your
closing costs to you? Did they explain the difference between your rate and your APR? Did they
explain all these things to you?”
Nine times out of 10, the answer is no. So it gets them starting to think, oh my gosh, my lender
is not telling me all these things. You know, why are they not telling me these things? So then I
can go right into, “Well, I work with an amazing lender. They work a lot with, [insert the type of
buyer they are].” A lot with VA, a lot with first-time home buyers, whatever they are, tell them
that's what they specialize in. “They work a lot specializing with X-Y-Z. Would it be okay if I
connected the two of you?” And then after you've led them through the process of kind of
devaluing their lender situation, they're automatically going to be prone to say, “Yeah, let me
hear what they have to say.” And it's especially valuable if you can get your lender to sit at that
open house with you. Especially if it's going to be a busy one. Sometimes we would have five or
six couples through at the same time and you can kind of tag team and then hand off with the
potential buyers right there and get them preapproved, prequalified, sitting down taking a loan
application at the kitchen table.
Click to hear more about how Nicole creates a paperless open house and generates
lender leads.
CONDUCTING CLIENT FOLLOW-UP
HOW KATIE PASTORE FOLLOWS UP WITH HER CLIENTS:
In the initial meeting, we're just building rapport and building trust with those people. Those
questions that I'm asking up front are just building the relationship. Then I incorporate those
answers into my follow-up conversations. I'm asking about their kids. I'm asking about whatever
it is personally about them that I found out, I'm asking those questions again to help build that
rapport and that trust.
My follow-up conversations are happening when they're out of underwriting, and we celebrate
that. There's a process of reaching out and saying, “Hey, congratulations. The hardest part of
buying a home is out of the way now. You can have peace of mind so when you do find that

perfect home, you have your loan approval, conditional upon that property appraising.” That
conversation, I think, eases their mind and they get a little more excited about the home-buying
experience.
Most of the time, I'll pre-qualify people based off of the monthly payment they're going to be
comfortable with rather than their math. I use the TCA to see if I should be adding some
additional purchase prices and if they want some payment scenarios. Then I’ll ask, “How is the
shopping experience going for you? How is it going out on weekends shopping for homes
because that's way more fun than shopping for a new pair of shoes.” Again, I just make it
personal.
I don't get pushback too often on the documentation I ask for. If I did, I would just tell them what
it's going to do for them. It's going to give them peace of mind knowing they're going to have
their financing in place. Also, it allows them to write a stronger offer. When they do find that
home, they can write a 21-day close. They can even write it without a loan contingency, if they
were comfortable doing it that way. I just spin it as, “This is how you're going to get your offer
accepted in this competitive market. But more importantly for you, it's going to make this
process more enjoyable.”
I think for most people, they think buying a home is daunting, overwhelming, stressful. My
biggest thing is making it a good experience that is fun and exciting. We do that by being pre-
underwritten.
HOW JENNY STONER USES VIDEO TO CONNECT WITH CLIENTS ON SOCIAL MEDIA:
I use video in tons of different ways on different platforms. My most successful ones, I feel like,
are on Facebook, where I tell stories about how we've helped clients. My goal, is that people
who watch those can get a sense of who I am and how much my team really cares. Then, it also
stays in front of them, just reminding them what I do, without saying, “Do you need a mortgage,
do you need a mortgage?” Then, we also email those stories out once a month to our client
base, just so they can be reminded: “Hey, this is a situation where we helped a client.”
A lot of times I'll do one like, “Are your kids going to college, and you're thinking about
apartments right now? Have you ever thought about buying a home with them on it, with a
primary residence interest rate? Call me if you're interested in that and don't want to waste
money on rent.”
On those kinds of videos, when I can connect a story with a client, it just seems to resonate with
them. Nobody cares about loan programs. They care about how you can help their friends.
HOW JENNY STONER HANDLES “VIP” CALLS:
I went through my close borrower list and picked out those people who refer us often, who've
done multiple loans with us, who are connectors in our community. We've coined them “VIPs.”
Then, I set up a call with them. First, we give them kudos for being a VIP. I say, “Part of my level
of service for my VIPs is to be way more than a mortgage advisor to you. I want to use my
connections to help you build worth, and help you make good financial decisions.”
Then I go through the five or six key people I feel everybody needs in their life to make good
financial choices and build wealth. “Is it okay with you if I go through who I think those people
are? Let's make sure you have all these people in place. If you do have them, awesome. If not, I

would love to refer you to somebody I trust.” I take them through a real estate agent. I take the
opportunity to give praise to their agent, a financial planner, a CPA, an insurance person, and
then an attorney who can draw up a will or trust for them.
You'd be surprised how many people don't have a will and a trust. So that does a couple things.
One, it allows me to serve my clients on a different level. Then, two, if they do have a financial
planner, or a CPA they love, I say, “Awesome. Would you mind connecting me over email with
that financial planner you love, because I need some more people I can refer my VIPs to.” It's
just a great warm handover. I've gotten some great financial planner relationships out of that.
POSITIONING ANNUAL MORTGAGE REVIEWS
HOW SHANNON O’HARE SCRIPTS ANNUAL REVIEW REQUESTS:
I have my team print off three names a day with a template. I handwrite notes on them during
the meeting and then circle back with my team and they do the data entry and follow-up work.
For clients where we didn’t have a Total Cost Analysis, I have them go back in and create a
current one so we're prepped for the call. So then I say, “Hey, I'm checking in. It's been awhile.
How are you? What’s going on in your life? Talk to me about your family. How's the house? You
guys still in the house?”
We usually try to pull the tax bill because I haven't talked to some of these clients in a while. It's
a new process and we're just now embracing it. You have to start somewhere, but the biggest
thing is asking how they're doing, asking what's new, how was their house and tell me anything
in the next one to three years that should be on my radar. Kids are graduating. I got divorced.
We're having a baby. I'm changing jobs, whatever it is. It’s about actively listening in those
conversations to dig out the opportunity and then following up.
HOW LORI RICHARDSON HAS THE ANNUAL MORTGAGE REVIEW CONVERSATION IN
THE FIRST MEETING:
Annual mortgage reviews are all about setting it up up front, because we make promises to our
clients when we start. One is giving them mortgage planning insight and guidance as we go
through the process and integrating that loan into the rest of their financial plan. The other is
being available as a resource year after year as their trusted advisor to really make sure their
loan is integrated into the rest of their financial plan, because we know a lot of stuff changes.
So for me, the annual mortgage review isn't as much about getting the meeting as it is prepping
them from the very beginning up front about what we're going to talk about later in our
relationships. That's what that script for me looks like at the very beginning. We try to set
ourselves apart at the very beginning. We've been working on a different way to say it so that it
really resonates with them. Most people have a vision of what they want their financial future to
look like. They're just not exactly sure how to get there.
So we take the time to understand our clients’ big “why”. What’s their vision? Where are they
going? What's important to them? First we listen and then we guide, and that helps us in an
annual mortgage review script. We spend time up front understanding what their financial goals
are and how we can help them integrate that loan into what they're trying to accomplish. So I
just tell them at the very beginning, and I think I got this from Tim Braheem, “that if I'm doing my
job correctly, my job really begins when we close our first loan. From there, it's my job to help

you manage one of the biggest debts in your life and we're going to continue to monitor the
market as things evolve and see if there's an opportunity to rewrite your loan and save you
some money over time. So if we see a dip in interest rates were going to be in touch, but even if
we don't, we're going to be in touch in a year because we know a lot of things have changed.”
So we set them up for that right from the very beginning. In our first conversation, we are talking
about the annual mortgage review, which will happen a year later.
I also tell them, “After closing, you're going to see a lot of bottom feeder lenders.” Sometimes I
say that, sometimes I don't. “They're going to want to jump in and help you, but remember that
they don't have your goals and dreams or your best interest at heart because they don’t know
what they are. They don't know what you're trying to accomplish. And we're going to help you
integrate that loan into the rest of your financial plan today. Our advice next year might be really
different because your life might look really different next year. For me I got married last year, I
sent my daughter to college. My life is radically different this year than it was last year. And so
there are things that change as it relates to that and we just want you to know that we're going
to come back and circle the wagons.”
Oftentimes I'll tell people, “Hey, this is not one and done. We're going to come back and revisit
this with you. If you think you're going to be in the property 10 more years, you're going to hear
from me and I'm going to ask you, okay, do you think nine more years, eight more years, seven
more years?” So it prepares them to have that conversation with us.
We use a mortgage planning questionnaire at the very beginning to get a sense of what their
financial goals are in addition to the loan. That's a big part of what we do, but there's a lot of
stuff going on in their financial world. So asking those questions helps us pinpoint what it is
they're trying to accomplish right now, then making those recommendations to create clarity and
peace of mind and make solid financial decisions today but also into the future.
When we make our full promises, we say, “This is not our first rodeo, This is not going to be a
one and done deal for us. We really want to create a relationship with you to help you build your
net worth over time and help you get closer to what matters most to you. Our tagline has always
been our priorities are simple. They're yours.”
So first we listen, then we guide. And for those people who think it's all about rate, we're trying
to head that off at the pass at the very beginning. We say, “We're going to talk about way more
than just rates and fees. We're going to talk about the rest of your financial goals. We're going to
integrate that into the rest of your financial plan. I'm going to talk to your other advisors. So I'm
going to talk to your CPA or financial planner or your estate planning attorney to make sure that
what we're recommending is integrated with the rest of your financial plan. To do that, we have
to be part of that team. And we really want to try to help you not only integrate your loan into
your financial plan right now, but you can count on us to help manage this mortgage going
forward, to see how we can save you money in the future.”
And I think that's the difference. Quicken’s not going to do that for them. E-loan is not going to
do that for them. They're not going to know those financial goals. And so it helps us to be able
to say, “Hey, you might be able to get an eighth lower rate right now and it saves you $16 a
month. But if we see the next recession that we head into and we've got rate triggers set up so
that we can call you and say, Hey Dave, we can save you $158 bucks a month and as long as
you think you're going to be there over the lifetime or over the next 10 years, that's going to
save you $12,000. Is $16 bucks a month really worth it? Or are we in it for the long run?”

Click to see Lori’s two questionnaires. One for mortgage planning at the beginning and one for
the annual mortgage review.
OVERCOMING OBJECTIONS
HOW DAN KELLER HANDLES THE RATE CONVERSATION:
“Here's the difference maker in the markets. I have access to this app. This app notifies me
when the market's going to reprice. This app has saved my clients over the last eight to 10
years hundreds of thousands of dollars in interest. Part of my commitment to you is that I'm
going to have a rate lock strategy call the day your offer gets accepted.”
I talk about today's trading and what's to happen in the next week or two that could impact rates.
Now that's not common. That's not common at other mortgage banks and credits unions. How
great would it be where you get your purchase and sell accepted and I say, “Hey, we're
experiencing a rally right now. We're not going to lock your rate. We're going to wait two or three
days. Then I go and I give you updated pricing in two or three days that's a quarter percent
better.”
HOW JEREMY FORCIER OVERCOMES OBJECTIONS:
“Hey, Dave, have you ever heard of any friends, family members, or people who have bought a
house and had a bad experience?”
“Yeah. My brother-in-law went with big bank. They missed all their promises, and they lost
their home.”
“Well, you don't want to gamble with your home purchase or a refinance. I want a guarantee
that you're going to get exactly what you want with the best terms, and that your loan will
actually close.”
“I understand you have a lot of options, and you can either go with someone who wants to
gamble, or you can come with me. I will guarantee it will be a smooth process with a positive
outcome. Which one do you prefer?”
HOW KEITH COLLINS WINS WITH ONLINE BUYERS:
I’ve heard a lot of people say, “I think we're getting shopped more than we ever have before.” I
think, it's because the consumer's looking for more value at the point of sale. In the mortgage
industry, our value can't always be seen at point of sale, but our industry has trained the
consumer that our true value is our interest rate. We all get that interest rates are important, but
what's a low rate if you're not going to close a home loan? I don't know if it's the way my agents
are referring me, but I'm not getting in the initial conversation with a client, “I'm shopping
lenders,” or, “What is your rate?” I'm getting, “Where are rates at?” That’s a much different
conversation that you need to have with the client.
I think a lot of times, we're just lumping that together. Then, we're starting to spew information,
as opposed to leaning in to that question, because “Where are rates at?,” is a curiosity question.
The client is asking something like, “Are you cool? Am I going to like you? Are you going to take

care of this? Now, are you fair and competitive, but are you also professional? Do you have a
process?” So, when someone's asking that question, I'm listening for it, I'm leaning in, and I'm
addressing the interest rate up front, but I'm going over my process.
We need to be able to indicate to our clients that we have a process. When a client says to me,
“Where are rates at?” I'm going to lean in and say something like:
“Hey, that's a great question. Interest rates are extremely important. Interest rates are still very
low, but the interest rate that we get is going to vary based on a program you choose. Interest
rates on certain programs can be in the low fours to high fours. We have a clear process we go
through. I think it might answer some of the questions you have. It starts with a simple ‘goals
and dreams’ conversation, and we're starting it right now. Where do you guys want to be? What
kind of home are you looking for? How long do you guys plan on being in that home? And, how
much have you guys set aside for initial investment? What do you want that mortgage payment
to be? Obviously, you want the lowest possible payment, but what are you guys budgeting on a
monthly basis.”
“We'll go through all that information, and then I'll text or email you a link to our easy app. It's an
online application without the hassle. It will take you about 10 or 15 minutes. You can upload
documents securely, take pictures of it. I'll get a notification when it's complete, and then I go to
work. I'll come back in about 24 hours. We'll set up another call, a time for us to meet in person,
do a video chat, or have a conference call. I'm going to go over the four things that I typically
find clients always ask about.”
“Those things are, number one, what's the max price I'm approved for? Based on what I said I
wanted to spend, what's that going to get me? Two, based on all the available programs, what
program do you think is best for me, and why? What's my payment going to look like? That's the
interest rate conversation, so we're going to proactively address interest rates there. And, what's
my no surprise number?”
I like to say it that way because I want them to know that this is not a scary number. This is the
number we're planning on, and we're planning on having it come in lower. So, “What's that no
surprise number? Are you guys ready right now to have that conversation?”
When I am getting shopped is after the presentation I give the client, I'm finding. I think it's
because, we've got them pre-approved. We've given a presentation. They're now shopping for
homes, and they're listening to conversations at the water cooler, that maybe they never
listened to before. They had a mortgage inquiry, and they're now getting targeted ads from
Internet lenders because they pulled their credit for mortgage. That's, I think, when interest rates
are coming up a little bit more in a rate-shopping situation, at least with me, than in that initial
conversation.
I use a Total Cost Analysis in our presentation. I proactively lean in on interest rates, even if
we're dealing with an FHA buyer. They end up buying an FHA loan and they're going to think,
“Keith has higher rates.” With the Total Cost Analysis, we use the whole strategy one, strategy
two, strategy three. Strategy one, is no points. Strategy two, is typically close to one point.
Strategy three, is maybe two points or something similar.
Click to see an example of Keith’s Total Cost Analysis.

Then we're going into, “What's the plan? In the initial conversation, you said you're going to be
in the home for X. I think this is probably the best strategy for you.” Then, they understand what
they're doing moving forward.
We lean in on that conversation. When they bring up rates, I'm listening. Did they say, “Your
rates seem high?,” or did they say, “I got a quote?,” because that's totally different. If it’s rates
seem high, I ask, “Where did you see that? Did you read the fine print?” I had one come across
my desk from Quicken, and there were two points. The interest rate was much lower than what
we were offering the customer, but in the fine print on the back, it had two points on there.
So, a lot of times, they're getting this random quote, because they've got “mortgage” in their
Gmail account. They're getting force fed these rate quotes, and they're just asking questions.
We need to find out where it’s coming from and then put in seeds of doubt, like:
“Did you read the fine print?”
“Well, no, Keith.”
“Well, what rate was it?”
“It was that rate.”
Then I’ll direct back to the initial conversation. “Do you remember our strategy conversation?
We had talked about strategy one being probably the best thing for you. This seems more like a
strategy three rate. Are you guys shifting to maybe wanting to pay points and buy the rate down
now?” Usually, it answers the question right there.
PITCHING PARTNERS
HOW MICHELLE TOWN POSITIONS THE CONVERSION WITH APARTNER, AND
POSITIONS THEPARTNER WITH THE CLIENT:
When I'm with Realtors, and even when it's a client coming to me with her own Realtor, I will
pick up the phone and call them. And I always put them on the Total Cost Analysis email and I
let them know that they get notified automatically when the client opens it.
I'll say, “Hey, can you take two minutes and look at this?” I make sure I've met the client's goals
and that we're on the same page and if not I can do a live correction and get them engaged.
And when I'm talking on my video, the first thing I say to the client is, “I want to thank you for
working with Cindy Edmundson and I. I want to let you know that I've shared this video with her
too so that we're all working as a team.”
HOW REALTORS ARE USING KATIE PASTORE’S PRE-UNDERWRITTENSPEECH:
The Realtors are definitely supportive of being pre-underwritten, especially when they've got a
listing and that buyer comes pre-underwritten, they love that because they know they've gone
through the process.
I got a lead over the weekend who was working with another lender and another realtor. They’d
been shopping for the last couple months. The reason why I got the call is because the Realtor

set that expectation that we would pre-underwrite them. They're first-time home buyers and they
wanted that peace of mind knowing that they could qualify, and also they've been frustrated
writing offers and not getting accepted. When I said you can write a shorter close of escrow,
they were all about that.
HOW KATIE PASTORE APPROACHES THE LISTING AGENT TO EXPLAIN HER
UNDERWRITING ADVANTAGE:
I have my Realtor partners copy me on every offer that goes out. That way I can see what the
offer looks like. Attached to it, they always include the pre-approval letter and then they always
usually write a story about the client. As soon as that offer goes out, I'm responding immediately
to that email. I'm putting a little bit about the clients personally and why they like that house and
most importantly, the fact that they were pre-underwritten and this is why I'm confident we can
close in 21 days or less. I'm giving them all the information they need in that email.
Then on occasion, I'll follow up with a call if I don't get a response from that agent that same
day. I'll pick up the phone and just confirm that they got that email.
And as I'm following up with clients, I'm also asking them, “How's that app working out for you?”
It is the SimpleNexus app that we use. I want that positive feedback because it feels really good
to hear it every time, knowing that they've got the tools in their hand, on their mobile device, that
they need to have all the information.
HOW JEREMY FORCIER GETSANEW REALTOR MEETING:
“Hey, Dave, it's Jeremy Forcier from CrossCountry Mortgage. How are you?”
“I'm good, Jeremy.”
“Good. Do you know who I am?”
“I've heard your name, and I think I've seen some of your stuff on social.”
“Awesome, man. Well, I’m calling because I’m the loan officer on 123 Cash Flow Street, that
just went into contract, and I wanted to go over a couple of items with you, to make sure I can
take care of you and the seller during the process.”
“Okay.”
“Number one, is that I believe in great communication. How do you prefer to receive your
communication updates on a weekly basis?”
“I prefer text.”
“Great, no problem. We will probably call, email, and text, but I will absolutely make sure to have
a text out to you with an update every week. Number two, is with your seller. When are they
looking to close escrow? I see on here that we have March 7th as the close of escrow date.”
“That is. They absolutely have to close on that date.”

“Okay, cool. Are they going to occupy their property after the close of escrow, or are they
moving out and moving into another property?”
“Yeah, that's why it needs to close. The moving vans arrive on that day.”
“Excellent. Are they purchasing another home?”
“Yeah, and it's non-contingent, and it's good to go.”
“Okay. Awesome, man. Is the title company the same as the title company that's handling our
escrow? The reason I ask is I want to make sure you can connect me with the other title
company if they're wiring funds, so there are no delays in your seller's process.”
“Great, I have all the information. Here are three things we always promise. Number one, is
over-the-top communication, so you're going to be hearing from myself and my team during the
process weekly, no matter what. But, if you need anything else in between then, please let me
know.”
“The second thing I promise is an on time close 100 percent of the time, outside of the fact that,
if you're negotiating terms at the time we order the closing disclosure, of course that's going to
have to impact the time frame. But, we guarantee an on time close 100 percent of the time,
outside of you guys negotiating terms.”
The third thing we always promise is, we're going to make sure your seller has all their funds
exactly where they need to be within the right time. All I ask in return, if we meet those three
things, if you're excited about the process and it was a positive experience, is if I could have 15
minutes of your time after the close of escrowfor a cup of coffee.”
HOW JEREMY FORCIER RECONNECTS WITH A REALTOR HE HASN’T KEPT IN TOUCH
WITH:
“Hey, is this Dave?”
“This is Dave.”
“Dave, it's Jeremy Forcier, at CrossCountry Mortgage. How are you today?”
“I'm good. I'm busy though.”
“That's why I'm calling you. I love working with busy people. I was hoping to get on your
calendar for 15 minutes so I can show you how to save some time, close some more escrows,
and make some more money this year. What do you think?”
“I like all that, but I'm just really busy right now, Jeremy. I don't know if I can do that.”
“What are you busy doing, man?”
“Just closing deals, man. I’ve got a listing appointment tomorrow. I'm getting ready for
another one today.”

“That's awesome, man. Well, very cool. Well, listen, I would love the opportunity to meet with
you. I heard that you do great business. You have a great reputation. I only want to work with
the best of the best, so I was hoping we could get together for 15 minutes next week. What day
works best for you?”
“Oh, I really appreciate that, but I'm good, man. I have a lender that I've been working with
for 38 years and I'm super loyal to that person. I am totally good to go.”
“Hey, I respect that. I don't really want to meet with you so you can refer me. I'm sorry if I didn't
do a good job of explaining it. I just know you're going to see a lot of my pre-approval letters in
the market, and I think you should know exactly how our process works. That way, you know
your seller can be 100 percent confident that every single one of our loans will close. I will never
waste your time and/or efforts.”
HOW KEITH COLLINS FRAMES THE CONVERSATION WITH REALTORS TO GET
REFERRALS:
If they're not confident in the way they're referring us, they're not putting us in a position, so that
when the client comes into that conversation with us, they're like, “Wow, I'm talking with Keith.
Keith's awesome. He's the number one lender in the Tri-County area on Yelp and Google.”
Whatever it is, you've got to figure out what you do really well, and then train your agents to sell
you in that way. The reason is, it puts us in a position so we can return and immediately edify
them. And, “Oh, how did you find so and so? They're an amazing Realtor. I've worked with them
for years. They're the number one agent on Yelp.” You need to have a conversation with the
agent about the way they're handing you off to them.
Click to review a sample of an email of a Realtor introducing Keith to a client.
“LAST CHANCE” CONVERSATIONS
HOW SHANNON O’HARE FINDS OPPORTUNITY IN ALOST SALE:
I recently listened to a Mortgage Coach call that was talking about increasing productivity and
humanness or humanity. And I thought it was interesting to align that with everything else
Mortgage Coach offers that allows us to compete with the online lenders and everyone else.
We've got our systems in place, but we also have the humanity side where we're empathetic,
we're listening, we're trusted advisors versus just sitting in a call center, doling out a loan. That
doesn't make sense for the client. So that's the approach I'm taking, is getting to know my client,
being an active listener and utilizing Mortgage Coach to do that.
This script is a referral from a CPA. When I received it, I jumped on the phone with the guy. He's
from out of the country. He lives here and he wants to buy a couple of investment properties a
year over the next five years. So the TCA will be tailored to the client's needs. I try to make the
subject line of the email specific and catchy. Then I make the first paragraph specific to the
client's situation. The next paragraph is going to be a generic template. And then I always
create a hyperlink that’s tailored to the client. For this one I put, “interested and imminent
insightful investment,” and that's his hyperlink to go check out what his opportunities are.
I didn't help him with the purchase of the home he bought here in the last two years. So with the
initial conversation, I wanted to dig into that and get to know what went well, what went wrong.

Did he like his Realtor? Does he want a different Realtor recommendation? I wanted to dig in
and ask the right questions and have it be more of an interview of him versus me spewing out
rates and fees and down-payment options on his next investment purchase.
What I typically say is: “We’re one of the top producers in the valley, month in and month out.
The only way I can do that is being competitive on rate and fee, but past that I have to deliver on
what I'm doing.” I did incorporate the fact that I had a professional in the community refer me.
Not only will I be competitive, but I know I've got to deliver on what I say I'm going to and that I
had been in the industry since 2002. I've seen the rise and fall. I've been through a lot and so I
feel like I can create opportunity for clients and align them with the other right referral partners
that they need to be successful.
One of my first bosses gave me the advice that you need to be able to get back in the game if
something goes wrong and it will go wrong. We'll lose a deal. Someone will be upset with us.
You’ve lost a deal and it's got you down, but you've got a client waiting on the phone so you
have to get back in the right mindset very quickly and shake off whatever happened. Then you
have to pick that back up later and see if there was any opportunity. Because with any adverse
situation, there's always an edge and an opportunity. So regrouping and making sure you've got
that quick fix to get back on track. Also, don't fix blame on anyone, but seek out the opportunity.
I had a deal with people who were under contract on a large property. It was a great loan. We
were through approval and the inspection blew it up. And I reached back out to the agent a
couple of weeks later and I said, “Hey, how's everything going?” He said, “Well they found
another property, but it's in a price point that they can just pay cash.” We hate hearing that
right? And I said, “Hey, let me know when they're going to closing. I'd love to attend the closing.”
So I went to the closing and the wife of the couple was hired by a large firm for their HR
department. And I just wanted to go introduce myself and create a relationship there so I can go
back to her in a month or two, ask how the house is and say, “Hey, is there any opportunity for
me to present to you about new hires moving to the area? As I'd love to be a trusted advisor to
them.”
HOW JEREMY FORCIER SCRIPTS THE “LAST CHANCE” CONVERSATION FOR ALOAN
HE’S AT RISK OF LOSING:
I don't believe it’s over until that loan is closed with someone else. I have a client right now who
was working with the credit union and us. They had complicated documents, and all I said was,
“Hey, you have to do what's best for you and your family. I 100% agree with that. I just don't
want to put you in a position where, in three years, you're going to lose this home. So I'm giving
you advice based on if I were financing the place. I wouldn't recommend a five year ARM
personally and this is just my opinion. You guys can do whatever you want. I wouldn't
recommend a five year ARM to a first-time home buyer putting 3% down because that’s maxed
out in debt-to-income ratio at 50%.”
I explained all that to them and said, “I think what you should do is let's run parallel apps,
because everything's not always as it seems and I know we can take care of this for you in a
very efficient manner.” So we did that. I'm fully underwritten and approved. They've been in
contract for eight days.
So last a “last chance” script is, “of course you have to do what's best for your family. And I
really do care about the outcome.” It's okay to say that. I'm also not afraid to do the work and
not get paid for it, meaning that that this person could choose to move forward with someone

else. “But let's just make sure that I have you covered and let's move in tandem. That way you
will have options and you know for sure who you should pick based on what the experience will
be like.”
The other “last chance” script for me, and this one works really well, especially against big
banks because they don't use any type of presentation software, education software, is, “Hey,
no problem. Will you do me a huge favor? Could you send me over the Total Cost Analysis that
you got from X? Okay. So you ask them to send you the copy of the Total Cost Analysis, which
is Mortgage Coach, that's, that's what I use like 100% of the time. Ask them to send you what I
sent you, because that's 100% the most accurate.”
Everyone knows that anyone can put anything on a fee sheet. You can make things look
different. You can stand out from everyone else. So it's another great way to tie it in, especially
if you're using the Mortgage Coach Total Cost Analysis.
Other useful tools to help with scripting:
Click to join the Win by Noon Facebook group.
Click to join the Mortgage Coach Mastermind Productivity Facebook group.
Click to check out the John Maxwell book, Good Leaders Ask Great Questions.
Click to access our Lead Conversion Playbook.
SOCIAL POSTS:
Great scripts are the key to consistently winning repeat business and overcoming market
challenges and objections. Todd Bookspan and I just held Mortgage Coach’s second annual
SCRIPT-a-PALOOZA 2019, packed full of great scripts from the best of the best in the industry.
If you want to succeed in 2019, hear the strategies revealed by over 10 top mortgage
professionals, including Jeremy Forcier, Josh Mettle, Michelle Town, Keith Collins, Lori
Richardson, Jenny Stoner, Dan Keller, Nicole Solari, and more. Click here.
We’re only a few months into the new year and a lot of people have been talking about this shift
that's happening. There’s a tremendous amount of change that took place in 2018. But the top
producers in the industry are not concerned, because they have “tried and true” scripts that
work over and over again. Hear from more than 10 of the best producers in the industry about
the scripts they’re using to overcome key objections, build relationships and grow their business
despite tough challenges, and how you can use their strategies in your business.
The secret to winning against today’s tough challenges is in great scripting. All the top
producers have fine-tuned their scripting and they use the same scripting strategies with every
client because they work. Hear from more than 10 of the best producers in the industry about
the scripts they’re using to win clients and grow their business, including Jeremy Forcier, Josh
Mettle, Michelle Town, Keith Collins, Lori Richardson, Jenny Stoner, Dan Keller, Nicole Solari,
and more. Click here.

SCRIPT-a-PALOOZA 2019 transcript

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SCRIPT-a-PALOOZA 2019 transcript