About the Episode: 

Gratitude can be part of your life at every turn and in any circumstance. Sometimes you find gratitude in some beautiful places, maybe even in a gorgeous Santa Fe shoe store! In today’s episode, Bunny talks with her friend and Santa Fe entrepreneur – Guadalupe Goler of Goler shoes. Guadalupe is also a fellow author. Her recently published book, Just 4 Kicks is full of her stories of whimsy, romance and her life in Mexico and Santa Fe. Find it now at the link below.

Links and Resources:
Guadalupe’s Book
Goler Shoes
Bunny’s Website
Find Guadalupe on Instagram
Bunny’s Instagram  

Subscribe to Lifesaving Gratitude on your favorite podcasting platform

Laura Vanderkam Ted Talk
Featuring:

Guadalupe Goler

Guadalupe Goler was born in Mexico where she spent her youth running around her grandfather’s shoe factory in Guadalajara. As a young woman she moved to Santa Fe after a whirlwind romance taken straight from a movie. Guadalupe always had a love for fashion and after the birth of her children, she opened Goler Shoes in downtown Santa Fe in 1984. Goler Shoes is a very successful, upscale shoe store where everyone who enters immediately feels welcome and beautiful. In 2021 Guadalupe published her book “Just 4 Kicks” – a complitation of her blog by the same title.

Learn more about the podcast.

Episode Transcript

Bunny: 

Hi, this is Bunny Terry with the lifesaving gratitude podcast. We talk a lot on this podcast about how stories save us and how knowing your story can save you. My great friend Guadalupe Goler recently wrote a book called just for kicks. It’s a compilation of the stories that she has written down and saved over the years. And it’s also a tale of how she came to the United States. She grew up in Mexico. She came to the states, started a business here on a lot of faith and a shoestring , and now runs one of the most successful businesses in Santa Fe. One of my favorite things about Guadalupe is her total candor and her ability to make me laugh every time I see her. But the better thing about her is that she really takes care of her community. Her staff she’s generous to a fault, and she knows everything there is to know about teaching your staff, to treat your customers with gratitude. I could talk about her forever because I’m so grateful to know her, but I think it’s better if you hear her story on your own. So here she is one of my favorite people and someone you’re going to love as well. Gudalupe Goler. Well, we’re here with my good friend. Guadalupe Goler, and she recently wrote a book, bu in addition to writing the book, she’s she and I became , we’ve become acquainted over the years. She is a fellow Santa Fean now. And , um, one of the reasons that I wanted to talk to you, Guadalupe is also, in addition to hearing your story, you’re really a master at making sure that your customers and your clients who come in the store, which has been around for a long time and Santa Fe feel like they know the minute that they come in the door, that you’re really grateful for them to be there. And Toby and I talk about it all the time about how you and Paula are both really masters at making people feel like a million bucks when they come through the door. And I know part of that is because you’re grateful for having them. But the other piece is that you’re just a master at what you do. But before we talk about the business part at the lifesaving gratitude podcast , we really believe that stories save us and you have a really fascinating story. So I’d like for you to tell us a little bit, I didn’t know very much until I read your book, which I have right here, it’s called Just 4 Kicks. And it’s a collection of your blog posts and your musings, as I understand it, but why don’t you start, just tell us a little bit about your journey about growing up in Mexico, what it was like as a young child, and then we’ll sort of transition into how you ended up in Santa Fe.

Guadalupe: 

Okay. Well, actually I come from , a very normal family, Mexico, you know, middle class family. I went to a Catholic school. The country is very Catholic. My house quality was , you know, my father was very Catholic too. So , um, the home was very normal, you know, with a mother and father , I would come home from school and my mother was always there, always there. And we were seven children, so my mother would be home , just taking care of the home with , we were fortunate to have , um, a couple of maids and actually we made were very important part of my life. They, those are the people who give you a lot of love because my parents are so busy doing so many things. So my mother was so busy doing the rest of the house. So I remember them they were very important in my life, both of them. But you know, my childhood was very much like that. I must say that it , one of those , things that you cannot make sense of , because I was not exposed to a lot of literature or television back then, it was not, we have only two channels, but I used to be very , um, fashion forward. I used to like to see these magazines with Oscar de la Renta all, what was happening in Europe with the Royal family. And I used to be pretty critical of (I hope my family doesn’t hear about this) about the church. I was totally against didn’t understand why the p riest had to be celebrated, but in general, you know, I was, it was a very normal h ouse house. Very strict. My father was very strict, but at the same time, very loving. He made sure to let us know that we were that he was the authority. You know, Mexican, men are very macho man. So, you know, that, that part I didn’t enjoy. I was pretty much against that, but h e w as a pretty much normal, a normal family. My grandfather owned the shoe factory. So we w ould go t o the shoe store, to the shoe store with my aunt and the shoe factory with my grandfather. And we loved wandering around in the s hoe factory, which is, t here w ere a couple of floors and just interacting with the workers. And I d unno, it was, it was really wonderful, background, but t here was, you know, pretty normal. We went to church, I went to school when my mother was at home, so that was pretty much my background in Mexico.

Bunny: 

Where, where was the shoe factory? What city?

Guadalupe: 

In Guadalajara. Guadalajara used to be very important in the shoe business. Now it has moved to Leon when I don’t know Leon is more, it has become more important than Guadalajara but Guadalajara back then was pretty much it in the shoe industry, as a matter of fact, my grandfather was , um, he was the founder with three other , shoe people , owners of shoe factories. They founded the show commerce association. So they got together to be able to negotiate with the government about deals and exporting shoes and things like that. So he was president of that for four terms. So we grew up across the street, my grandparents live. so I grew up hearing , and feeling this respect , and admiration for my grandfather. So anyway, that was very, that was very important in our lives. Not just only me, all of us. So that was my childhood.

Bunny: 

That’s , that’s so interesting. You know, one of the things I loved hearing was the one that I liked reading was the story, how you used to go to Mexico city to stay , to stay with your, your Tia . I don’t remember her first name.

Guadalupe: 

Mi Tia Carmen and her husband Clemente. Yes. Yeah . That was because one one thing was my father’s family, and another thing was my mother’s family and they were very colorful families. Yeah. Yes.

Bunny: 

I was, you know, we talk a lot about gratitude, but I think if you were going to think about that, that background , what, what’s the thing you’re most grateful for about that life as a child? What what’s sort of sticks out immediately when you think about…

Guadalupe: 

What I think I’m grateful . oh for the sense of family I’m grateful that , you know, Mexico has very , you were, there sometimes can be very poor or , very, very rich. And I’m just grateful that I had a good home. You know, we were not one or the other and I’m grateful that I have my parents. Yes. My mother was a woman that had a very difficult childhood, as you read in some of my stories, but in her life, she had couple of angels in her life, you know, her , her sister and her brothers, she was the youngest of all these families of these children. So they always look after her. so constantly, constantly, as soon as I was talking to my sister this morning and we were changing my brain, how much our mother talk about gratitude to , to her family. I mean, it was, I think it stands that , in her personality , right. And she also had a lot of compassion for people who, for the native people. So when I think about my mother , I think those memories come to me , how much gratitude she had it for all those people who help us , who helped her through her life. And also my mother comes from a very small town close to Guadalajara. I mean, in Guadalajara we have to put these into context I’m talking about the seventies and the sixties and in my mother case in the forties , you know, she wasn’t that exposed to fashion or magazines. They were not that, but she had a lot of us , a great sense of fashion, natural, because he was not exposed to any of that. As you also, one of my , um, in my writings, I talk about when Jane Fonda came into the shoe store and she confused my mother with June Crawford. But you know, there , she was completely coming from very humble, simple background, and she had a lot of style, but gratitude, my God. She was at when it comes to that, if she taught me something, it was that.

Bunny: 

That’s so cool. That’s so cool. What , so, so you met a very dashing , Argentinian and fell in love. You were young, right?

Guadalupe: 

Oh my God. I was very young. But you things happens for a reason you happen in the right time. My father, who I was telling you, he was very strict, you know, he , we had curfews and , he happened to be out of town when I met Raul. And my mother being a woman she was much more lenient to let us date and go out. So when I met Raul, oh my God, it was , it almost sounds like a love story in a soap opera, I totally lost it. I was studying public relations. I had work. I had a job in an , art gallery in an antique store gallery. And , when I met Raul that’s where I met him because he was an antique dealer. I totally, you know , lost my mind. You know there a psychologist said that being in love is almost close to being schizophrenic. Oh my God.

Bunny: 

That is so true. I didn’t know that.

Guadalupe: 

So, you know, Raul just… You can imagine, I was very young, 17, he was 27 , handsome, still different from Mexican men. And I mean, mainly I was so young and I just totally left my common sense. I rebelled against my, my family, my father, I lost fear of my father. I was so adamant that I wanted to be with Raul. So it wasn’t necessarily a shot-gun wedding, I think, how do you call those when people leave and get married? Well, not my father make us get married in Guadalajara. He told Raul you either marry her or you won’t see her ever again because we went to Puerto Vallarta for a weekend. Oh my God, the scandal. I told you, I used to think like, this thing about virginity is so , outdated. I mean, what is the saying about virginity? What makes a person better or worse because of virginity or not. I mean, so when my father, I mean really , and these , rights of men to being able to have relations and not a woman . So anyway, when my father find out he was out of town, my mother called him, my mother literally demanded I come back from where I went back from Puerto Vallarta. Then she was in bed. Like we can like, with her hand like this you know, on her forehead. He didn’t know what to do with me. And I was totally confident that I was not doing anything wrong. And that’s what it through , my father, my father actually he came one afternoon and go all my sisters to leave the house on the west , hunting my mother and him in the house. And my mother was in the other bedroom and he called me to his bedroom. So he said to me, you’re going to tell me where he is, because you see these hands, I’m going to kill him with these hands. So I said – I don’t know where I got that courage – And I said, you’re not going to kill him and you know why? Because I love him. That totally disarm my dad. I mean, I don’t know where that came from for me to say that truly, because my father was, my father was not atypical. Neither of my parents were physically , the typical , certain t ype o f Mexican people, like when you think my father was pretty tall and probably six feet very well built he did a lot of sports and very, you know, strong in his, you know, his personality was very strong. My mother was very l ight-skinned blue eyes. and I ‘m not as tall, but pretty much about my height. But anyway, my father was somebody that you, she didn’t have to, say things twice to us. You know, we knew. So when he called me and I was a t h ome, we came in the bedroom saying that I’m g oing t o kill him. And I said, no, because I l ove him. I mean, that’s like a soap opera. So anyway, then they made Raul and we anyway, we got married in a week. So by the following week, I was in the United States, in Santa Fe, happy, happy, happy, you know, leaving home. So that was, that was o ur love story. Really?

Bunny: 

You told me that , yeah . Go ahead Johanna.

Johanna: 

Yeah that’s a very romantic story. It does sound like a movie or something. It’s like Romeo and Juliet .

Bunny: 

I heard that story when I was in the store. One time I asked how she got to the states and she told me that. AndI was like, that’s so romantic and came here and you, and you knew you didn’t know anybody. Right. Besides Raul.

Guadalupe: 

No, no. As I said, we, that was in 73. And Santa Fe was very different than what it is right now. They were not downtown was very small. It was very different. I didn’t speak any English. And Raul’s family who were living here. They were all from Argentina and if they have friends, they were , they have some anglo friends, but a lot of people from South America. So for several years I just stayed in that circle of people speaking Spanish, you know, and my Spanish got really interesting , but was Southern American accent. So when I went back to Mexico, I really had to work hard not to do have the accent Argentinian accent , in Mexico. But yes, we, we didn’t know. We didn’t know people downtown. He was, I think, because I didn’t speak English. I didn’t adventure to go downtown. Where are you going to go? I mean, no, you know, it was a very small town like this.

Bunny: 

And downtown was different than it was like, that was where Sears was, and that’s where everybody went to do their school shopping. It was such a different , it was a really different atmosphere as far as I understand, you know, Toby, my husband grew up here. We’ll drive around and he’ll say, that’s where I used to go buy my, you know, my pants, my Levi’s for school. And that’s where we did all of our shoe shopping. There was nothing fancy about downtown Santa Fe.

Guadalupe: 

Yes . First I am, I started getting really restless being home , because the kids, the kids I going to do school , and to day care? You know, I have…

Bunny: 

Hey, hang on just a second. Let’s back up. Was it, when did you, how, how long were you in Santa Fe before you had your kids?

Guadalupe: 

Not , not too long. It was, it’s a time of my life , where I got pregnant of Chico in Santa Fe and then Raul and his family decided to go to Guadalajara. So we went to Guadalajara and we tried to live in Guadalajara and things didn’t work out for them. So we, we came back to the states, but instead of coming to Santa Fe, we went to Scottsdale then at that time in Guadalajara, Chico was born. No, no, but you know, my life is starting to get complicated because we went to Nantucket, Raul had lived in Nantucket. And he really wanted to go to Nantucket. So from Nantucket , we went out and I, we went to Guadalajara. I had Chico was born in Guadalajara. And then when I was six months pregnant, I think it was three months but my sister reminded me now, no, sweetie, you were six months pregnant. We came back to the states , but I was pregnant on Paula and Paula was born in Scottsdale. So and then from Scottsdale when she was seven months. We moved to Santa Fe. So the store, it didn’t happen 13 years after that, you know, when the kids were , what, no, not , not 13, nine years, nine years after that’d be good. Chico and Paula were still little. They were my first employees.

Bunny: 

And I mean, you have this amazing fashion sense. So did you just decide, Hey, I know shoes, I know fashion. I’m just, I’m just going to do it. Cause it seems like a huge step.

Guadalupe: 

Yeah. It was , as I said, I wouldn’t, I wouldn’t be able to open a shoe store now, that you need a business plan. You need, I never had been a person who reads about fashion. I like to look at it, but not necessarily read about it. I find it a little boring. I was working in a clothing store because you know, when the kids are still going to school, I got bored. Although I didn’t speak English. So I said, I have to do something. I’m going to have money. Okay . It was of course the man, but Raul being Argentinian, if he was Mexican, you have to ask permission to your husband to let you work. But Raul was like, sure , you want to work . Go fine. So I adventure one afternoon with my mother-in-law to look around and I never had to fill out an application. I just asked these stores if they need help. So I started working in a clothing store. It was one of the few clothing stores. I don’t know if you were here when that happened. Now it’s Nambe and it’s right next to Starbucks . So I started working there and she was really wonderful. Marcy Rod. She opened really her heart and you know, the doors of her store for me to start working there. And I loved it. She let me do you, these were quiet sometimes in the store. And I look , I like visuals. So that’s we had this French girl who would come and do the displays. And as soon as she did it, you know, how they pull the clothes with pins , something will sail . So I would go like, I’m lazy and I can put it back and I will start playing with that. And that’s how she started getting his sprains about doing this place . But out of default, no, no studied . I’ve never studied to do that. Just have that, that sense.

Bunny: 

But you just , you have a sense of what looks good. I mean, it seems to me that that’s

Guadalupe: 

Absolutely, I mean, totally is my, if I have a talent, I have the said my talent is to have a sense of aesthetic , a sense of color. And the major thing is I love people. I mean, I , like you said, you know, we have been about making you feel customers comfortable because we truly generally we, we love people. I mean, I’m speaking for myself, but I know Paula does too. And we do train the girls at the shoe store that when somebody’s coming to the store, we want them to give ’em . They should have an experience, regardless if they buy a pair of socks or they don’t buy anything, we have to make them feel comfortable besides we are there for eight hours. What am I ? Well , I have make great, great friends. I have made you. Yes . I had great conversations with people or not. You know, you have to have , psychology to read when the customer is willing to want it to be, to be open to you. I mean, in this store I have here people telling me the story of their life. We have cried, we have laughed. I mean, we, I have to be careful with politics. Particularly in this last years, we are much more we just like everybody’s opinion on which is don’t go there. But besides that, you know, wonderful, wonderful people we have met . So I, I promise you, I started to do that for me , me getting up and wanting to go to work is not a problem. And I don’t do the hardest part. Well , it’s hard for me, the boring part of the numbers, you know, my brother loves numbers and I love statistics already done. You know, we have so , but I love them really, but for me to do it, no . And Alfonso does that.

Bunny: 

Well, and I, where we’re so similar you, I’m the same way. I love, I love people. I love talking about business. I love talking to people about growing their business, but I hate the numbers. I’m like that’s the boring part. It, you said a really funny thing. In your, you , you said , um , that you , you think you might have attention deficit disorder in the book because it’s hard to focus because the world is so full of possibilities. And I feel the same way. You said a funny thing where you said, I used to feel bad for what appeared to be a lack of focus, but it’s really because my life , my mind is like El pupil . Am I saying that right? And what does that mean when you say that,

Guadalupe: 

You know , uh , octopus, they have different hands and differing , what do they call the parts of the octopus, but yeah . Yes . That’s what it is important. You, you asked me, oh , before that, how I write, if it’s difficult for me to write in English, right ? I don’t write in English. I’m a storyteller. So what I do, but I have to go back. My uncle Clemente in Mexico city, my mother used to send us , on vacations, summer vacations at their house my aunt is my mother’s sister, my aunt Carmen. I’m really grateful that she , embraced us. My two other sisters and myself in this small apartment , in Mexico city, which is like being in New York City, it was comfortable for them, but you have three little girls. So my mother always said to us, you know, you better behave well, or they will not take you back. You know, they will not invite you back. I mean, are you kidding? We were well, behaved girls anyway. But being in Mexico city, going to the museum going to this zoo, we didn’t have in Guadalajara. So we, you know, we behaved pretty well, but my uncle Clemente, he was a writer and he , we have to write every day a chapter for the radio. So because it was, you know, that’s how he will, they would air it . It wasn’t, it was popular back then these programs in the radio. So he had to finish the chapter. I don’t know , probably by afternoon. And we will, they will have to be delivered to the radio station, but in the middle we will be in the apartment, in the apartment. And he will be the pace from the dining room to a hallway that he went to the bedrooms . It was not too long, but he would be pacing and smoking like a chain, a chain smoke. His fingers were yellow from smoking. And he was not really smoking. He was blowing smoke , classical music. And opera was like full blast. And my sisters and I, we were just, you know, well-behaved, well-behaved we didn’t complain. That’s how it was in the house. I know I that’s how I do it. That’s how I write my “Just 4 Kicks.” First of all, it starts with somebody telling me a phrase or something that , targets my imagination. To give you an idea yesterday, I’ve been going to the acupuncture because I have tendonitis. And when I was laying there and he asked me what I been doing to take care of myself. So I told him, and then he said to me, that’s really good that you are trying to get well, because not everybody wants to get well, that things like that target my imagination. I’m going to like, wow. It has been me sometimes. Then I want him to get well. And I know all the people who came with getting well , but they don’t get well. So anyway, that’s how I start my Just 4 Kicks with some conversation is like, when your daughter probably don’t know this, but when we used it do wear hose, but the hose/stockings, if you got a little run, if you to start going, going, going, and you cannot stop it, that’s how my imagination is . Once I get something to target my imagination, then you started going. So I get to the store and it’s one of the girls, or it has been different girls in the store. We go to the main store and we started , I start dictating here, with Just 4 kicks. So we start, and then I pace . I go in the front , I say, hello to somebody. I go back on. She is like my uncle , the rest of the world disappears . And me doesn’t disappear. I, I read that actually movement is good for your brain for, I think it’s part of your left brain. I don’t know . But that’s how it works for me. I cannot just sit down and think about it. Movement has to be in both for me the same with my, I used to do a lot more creative ads and, you know, put newspaper or some of the catalog. And in order for me to come out with an idea we have to go on a drive and with the music and being some kind of a movement or work out . And that’s how I come up with that . So I do that. When you just for kicks and then we read it several times and I asked her to read it out loud to me. And then when I think I’m fine, I ask Paula to review it. She’s really funny. She’s doing this less and less, but she tells me like, what do you want us to say about this? I mean, you are all over.

Bunny: 

I know that do the same thing. That’s so funny. Yeah .

Guadalupe: 

Or not sometimes . Cause you know, she knows me so well and she knows my story. So whether sometimes she adds something, your daughter probably knows you so well, I always joke that when I die, she can totally tell everybody how I’m feeling over there on the other side. Yeah. She is amazing. Oh, sometimes she doesn’t take things out or, or she just , I feel like I’m like a Pinata when they bring the Pinata and the candies and everything comes down, you know, I don’t know if you have seen those. Yeah. That’s how she is. Like, she makes me feel. You are just , you have too many ideas here. I mean, let’s see where you want to sit or, not. Yes . I have done about 250 Just 4 Kicks. So obviously I have got much more experience to be focused on not to be so much all over. One thing that I, she definitely didn’t want me to write. It was about and my friends see their , black lives matter. I’d really wanted to write something about that. And she felt that it was too… Some people might not approve that, but something in my mind said , but I do believe on that. Like , you know, I do believe in, right . So I do believe, I actually believe not to black life matter, but everybody’s lives matter how I make it in a way that is. So anyway, that’s the only Just 4 Kicks that I haven’t been it has been, hasn’t been published yet, but I will, I don’t want to offend anybody. I just, I I’ve been exposed to , who hasn’t been exposed to some kind of rejection. I mean, we all have maybe when you are too pretty, maybe do what, maybe you are too black to do Hispanic too . I mean, we all in some way or,

Bunny: 

Or a woman as opposed to A male or are in A relationship that people don’t understand, like everybody , um , everybody experiences that in some way. So I think it is important to write about, especially if it’s, if you have a story to tell about how you feel okay . Topic, don’t you think?

Guadalupe: 

Oh yes, absolutely. But anyway, that’s how it is. So then I write Paula , um , go somewhere, then I have a friend. She , she makes sure that, you know, when everything is correct, and then it goes to my son, Chico, he’s the one who sends it. And , then I have to have a battle with him about the title then why I’m going to change it . So anyway, it’s , you know, that little bit, that way that I do think a lot of time.

Bunny: 

Uh , but , but you know, I’ve been reading those. I don’t know how long I’ve been shopping… Well, I know how long I’ve been shopping with you. I used to go in , to the store before Toby and I were together and I would look at shoes and I would dream. And then I would think, well, someday, and then Toby and I got married and it’s he’s , he is, he loves shoes. And he, that was the first place he took. That’s the first pair of shoes I bought in Santa Fe. So never seen

Johanna: 

My mom have as nice issues as she does since she got married. And since she’s shopping at your store, I’m pretty jealous.

Bunny: 

You talk about that piece too. I mean, you’ve been doing this for how many years, how long can scholars . She has been open 36 years and it’s even, even through the, I mean, I have to tell you, what would it be when I, when the pandemic hit ? I thought, please, please, please just let all those Santa Fe downtown businesses survive because it’s so important. And of course, of course I set up a lot of prayers about yours , but you guys survived very well. You’re , you’re very successful. I mean, how, what do you , what do you attribute that to?

Guadalupe: 

Well, I had to do what could I, not in Mexico, I have, I have been exposed to. I said , tell you what is really being , um, poor coming , seeing people who are needy , um, or Latin America. I mean , in Guatemala, I mean , in , in Salvador, I mean, even in United States, I have not really been as exposed to that because I know there are places where he’s allowed to have meat in the United States, but the reason why I didn’t feel devastated, it was, it was not a good place shoes who wasn’t doing well, the whole world we were not doing well, the whole world was shut down. So it was like, we were all in the same dance, you know, we’re all in the same product and the help that the governor gave , you know, the federal government help that we received . It was fantastic. We would not be able to have made it if we didn’t have those PPP loans and all those grants they were, I’m so grateful about that. So grateful. I mean, we , we would not be sitting here. We would not be able to do survive if we didn’t have that. But we had also a lot of customers who will , shop online and we will deliver their shoes to their houses. So that gave me, we would go every day to the store Alfonso and myself, and it gave us a sense of , we were doing our best. We were still trying , then just staying home and letting things, no , I will go , Paula too , we will spend a whole afternoon delivering shoes. I mean, we would see these houses that people live in . And I went like this lady doesn’t need any shoes. I’m sure she has, you know, two rooms full of shoes. She just, they just want us to stay in business. Totally my appreciation and gratitude for that. So as you probably read in my book , if you, if you, if we read about other pandemics this is not a bad one. I mean, it’s bad or the people who have done, but it has been some audit, terrible ones , um, where they didn’t know where the disease came. They didn’t have all the technology that we have now. They didn’t have internet, they have Facebook, they have nothing to amuse themselves. So I thought like, you know, it’s , it’s bad. It could be worse.

Bunny: 

And we know, well, And I, what you just said is really important. Um, think about the fear, if you, in a small village during one of those other pandemics, and you didn’t know that he didn’t know, you know, well, if we all shared this universal story last year, and you said, you said this really beautiful thing, you said we were all in the same dance, but the cool thing is that we knew it. And we knew that we were all in the same dance. It wasn’t that we were in a remote village thinking, what, why, why is everybody around me sick? I don’t get it.

Johanna: 

And you can still communicate like with zoom, like we’re even doing now, or, you know, being able to call people or FaceTime and

Guadalupe: 

Oh, I can not go out, but I can, I have all these other things. Yes, absolutely. So the difference was like, it was not go , their shoes is not doing well. We all in the same dance. So we are coming out. We have to be careful still. I think, I don’t think we is completely over. And we were in our way out , but not, not yet I think. So anyway for me, I really appreciate that. People, like you said that they come to the store when , where these things were open, they came back, they start shopping more with us telling us how grateful they were that we are open. Also you, you asked me , in these questions that how I teach my girls , um, do have to do we, did we tell them we showed them? I tried to say to my customers , thank you , thank you for shopping with us. Definitely. It comes because of my mother. You know, I learned that from my mother and it comes totally natural , um, from us. Do think people for shopping on what it absolutely.

Bunny: 

I gotta tell you , um, I, when I come in there , and I, and I hear it, I hear this with other people as well, but when I come in there , um, and we’ve talked about it at home, a lot, your employees are so well-trained because I feel like they were waiting all day for me to show up. They act , they’re like, oh, and they remember my name and they’re always so gracious. And then they do this thing that’s magical. And , um, and I don’t know, I have a, sort of a stepdaughter who owns chocolate and cashmere and she talks time, Haleigh. She talks all the time about how she wants people to feel beautiful when they’re in the store. And, and you do the same thing, you do it at this amazing level where you just make us all feel like we deserve the absolute best because we already are the absolute best. I think that’s a real talent.

Guadalupe: 

Oh, thank you very much. But it comes totally from the bottom of our hearts that we really appreciate. We have , regular meetings with my brother and Paula and we talk, we talk about that, how much we appreciate it. And we tell tickers , we have to appreciate it. I make an analogy to the girls. It has been times, I mean, this store , you can imagine. I have gone [through divorce]. I have different times in Santa Fe. The economy’s not good. Economy’s good. So I said, sometimes I have been like, like I’m drowning, you know, just holding on from my nails. Just barely there are times we are on a yacht, you know, with our sunglasses and our martinis. So we should never take it for taking in, uh… I’m not being thankful about that. You know, we really, even when a person comes and buys a pair of sox, for me, it’s very important. That person is very special. That person is very important. And I really appreciate that completely.

Bunny: 

So, so let’s talk a little bit, I think it’s really cool that you’ve re you know, you said in the beginning that you were creative , you were really grateful for this. You grew up in this really strong family atmosphere. You know, your view . You have , you have a very tight family unit in Mexico, but you’ve recreated that here. I mean, you work with your daughter, Alfonzo is your brother. I know Chico’s close by your , there was some point in time where when your grandson was coming in to work you family is, I mean, when we’re talking about gratitude, I feel the same way. Obviously, my daughter is my producer here, but you’ve really recreated that strong, strong family here in Santa Fe with your kids, right?

Guadalupe: 

Yes. Yes. Well, you know, my daughter is in the store. My , my brother, my son does the graphics. My sister in the world does our books also. Gabriela, she’s very important. Also my grandsons come whenever they are around , um, Nikki in school, they will come and help because that’s how, that’s how I was brought up. You know, we, the differences, like I’m able to give them salaries when I was growing up. And we went to my aunt shoe store. We didn’t get paid because you were part of the family. So, but anyway, that’s a little different, but they still, they still , um, you know, I’m going to have that book signing Saturday and he has become a little bigger than we expected. So first my friend leader, who’s offering her house. She said, oh, don’t worry. It’s going to be okay. And then my son said, no, I won’t . I’m going to, I’m going to be there and help you. And then Paula said, no, I think he needs gonna , we’re gonna need more help. So Camilo who is in Albuquerque and going to a UNM, doing some program, he’s going to come and help. I mean, that’s what you do. You just have to reach for your family. So it’s absolutely grateful about that. Yes, I really, I’m very much then for the fight .

Bunny: 

I know we want to talk about the things that you do for yourself, but first I want to tell you, I, I love the, the, the chapter in your book about you listed 30 things that you were grateful for. And, and one of the things on the list was myself. And I thought that’s that’s. So I love, I love that you said that, and, and I think it’s really important for us to remember how grateful, I mean, you did, you, did you acknowledge how amazing you are without any kind of arrogance? It seems like you’ve really, you’ve learned how to be grateful for your own uniqueness and your own power. I think tell people about that.

Guadalupe: 

Well, you know, I don’t know it has something to do with being a Leo, but when I think back all the situations that I have lived in my life, you know, we opened the shoe store with , very minimal with no , credentials in business marketing. Any, any of that? I think I choose being there day after day with enjoying customers, enjoying people, having that sense of fashion. As I said, I rarely read what’s the reason that just for kicks began , it was in one of the meetings that we have for how to improve things in the shoe store, they told me, what did you write a blog about fashion? So I did the, oh, okay, I’m going to do that. I pay attention when they tell me something that I can do in the store, but then I went like, how much I’m going to talk? Okay. Spring is coming and the colors are going to be red, blue, and black, and a little bit of silver where, I mean, how, how boring it is that, but maybe my imagination is start going through my, the shoe factory, my grandfather these stories about that, or my memory about that. But I think I given , um, uh, asking , uh, answering your question, given even ourselves a little partying to show there , uh, it’s a good thing. You know, we are really hard on ourselves. We’re made hard physically how we are. We have to fight with chickens, you know, more wrinkles, but , you know, w we also do very well. I mean, you have done amazing. I enjoyed your book so much. I read your book in, I think in a trip, I don’t know where I was going. I think to New York, just back and forth, it was so enjoyable. I could not put it down. Do you deserve a big, a big applause of what you have done, but we all do. I mean, you , you really,

Bunny: 

I think it’s really important, you know, you and I are. I think we’re very close to the same age and I didn’t learn. I didn’t learn probably until the last decade that it was okay for me to be really proud of what I had accomplished. You know, we spend so much time thinking we need to be better. We need to work harder. We need to take better care of other people. And, and I would like to teach younger generations, like our daughters, that it’s okay from the, you know, from the moment you’re born to be proud of who you are and you do that really well.

Guadalupe: 

Yes. I have to mention that to be proud of yourself. You also need to be humble in order to , to be proud of, you said you have to being humble is important too. And not , not to be arrogant. It’s a very fine line to say . I’m great, but I’m not better than you think. I’m good. I have so many things in my live. I have overcome so many things in my life. Yes, my is important. Yes.

Bunny: 

So, so you and I could talk to each other all day about this stuff. We do have, we , at some point we have to stop because you know, our listeners don’t have three hours to listen, but you w what, what would you tell your li my listeners, our listeners, about the very best way to learn, to love their life, because you seem to really love your life.

Guadalupe: 

You know, it’s so it’s so personal . I think if we just look around and it is , so life is so beautiful. The describing for where we live. We have food in our table. We have our roof as much the, we have issues with president and all that we live in pretty wonderful country. e do hWave some freedom. I always had appreciate that about living in the United States. You know, Raul was from Buenos Aires is they used to have so many issues , with freedom. Um, it just look , look around. It sounds so basic. I wish I had something more brilliant to tell you, but it is very simple. Don’t look at the glass half empty, half full, and , that’s, that would be my very basic recommendation , just you know, in the morning I am , so I don’t have a big house or anything like that. I just have a how has that you suit me? And then I like it. So I’m so grateful of my house of my roof. And at night, the same, you know, of the love of the people. I have, my friends, the people have come in the store up , God, you know, life is being good. It says song from that is my favorite song is your mom is Gracias . The singer is Mercedes. She’s an Argentinian and the seventies things Thanks to God has given me so much.

Bunny: 

I love that. I love that. So can , we’ll, we’ll post links to where people can find the store where they can find your blog. Well, what , well, we’ll let them know how to, to find just for kicks. But I’m going to ask if you’ll come back sometime, and we can talk about this more because I really, I think that you have a lot that you could convey to other business owners about how to be successful in the same way that you’ve been.

Guadalupe: 

Let me tell you, I’m very flattered that you say that about us, about me. And I’d be very happy to come back anytime, but, you know, I’m so grateful that you see me like that. I, I don’t see myself. So like I’m very successful. I have to remind myself every day that I’m not successful. That every day I have to be better every day we have to do something really good that notches to sit down and say, oh, now I’m a successful. I think that will be a mistake in our part, if we just don’t keep, you know, pushing and coming with new ideas and doing things like that. But thank you very much , and is not , my success is the success with power without a phone . So with every other, with Chico , with our partners, you know, they , you know, they have to achieve it . They have to, we have long hours at the store. So they are a big part of , these successes is our group is a village and people like yourself, thank you very much for supporting, supporting us to all these years.

Bunny: 

You’re very welcome. And I just, I want to leave everybody with this amazingly wise thing you said, which is we’re all in the same dance dancing.

Guadalupe: 

Yes. We’re all dancing. Yes. Yes. Thank you so much. Thank you.

Bunny: 

We’ll see you tomorrow. Oh, yes , yes, yes . Okay. Thank you. Bye-bye. Thank you so much for joining us today on lifesaving gratitude. Please support us by subscribing wherever you’re listening now, by giving us a five star rating and a review, and please share life-saving gratitude with all your friends. We’re here to share our stories and hopefully help others. You can find life-saving gratitude on instagram at lifesavinggratitudepod and at bunnyterry . com/podcast. Thanks again, everybody.

About the Podcast

Gratitude is a superpower. It can transform—and even save—your life. Author and activist Bunny Terry discovered the life-saving power of gratitude when she survived Stage IV colon cancer. She interviews a wide variety of guests who have also used the art and science of gratitude to survive, and thrive, in their own lives.

Recent Episodes

About the Episode: 

Can gratitude help you to become a . . . better marketer or realtor? It might sound like a strange pairing, but it’s worked wonders for Craig Cunningham, a Sante Fe-based realtor, 30-year veteran in the hotel business, and founder of the marketing firm Cunningham + Colleagues. In this interview, Craig shares what he’s learned about using the power of gratitude to build a successful career in marketing, customer service, and sales and get him through his own battle with cancer.

Resources mentioned in the episode:

Subscribe to Lifesaving Gratitude on your favorite podcasting platform

Laura Vanderkam Ted Talk
Featuring:

Craig Cunningham

Thanks to a career in the hotel business, Craig Cunningham has traveled extensively throughout the world and now calls Santa Fe home. As an enthusiastic observer of cultures, traditions and history, Craig enjoys sharing all things Santa Fean and New Mexican.

Bunny met Craig as a fellow realtor at Keller Williams in Santa Fe. Craig’s experience as a hotelier and his expertise in sales and marketing gives him a unique perspective on customer service. Craig knows just how valuable it is to show gratitude toward his clients and colleagues.

He writes regularly about Santa Fe on his blog, Santa Fe Scenes.

Episode Transcript

Bunny: Hi everyone. This is Bunny with the Lifesaving Gratitude podcast. Just in case you don’t know me, I am a stage four colon cancer survivor and the author of Lifesaving Gratitude, which is a book about how gratitude helped me kick cancer’s ass. 

Today we’re going to talk to a special guest about how marketing and marketers can use gratitude to create business and connections with clients and also for themselves to create a really positive way to do their job. But first, I just want to thank you for being here and ask that you download the podcast if you’d like. And certainly subscribe wherever you listen to other podcasts. But enough about me and enough about the podcast. 

I want to introduce you to my special guest, who’s also a friend. Craig Cunningham is currently a realtor with Keller Williams, Santa Fe. And that’s how I met him. However, this is a recent career for him and he was, and correct me if I mispronounce the word, but you were a hotelier. Is that the way to say that?

Craig: Yes. 

Bunny: Yes. He’s spent 30 years in corporate sales and marketing. He’s traveled extensively. I’m going to let him tell you all the places that he’s been to, but he is the founder and principal of Cunningham + Colleagues marketing consultants. He was in the past the VP of marketing and quality for Seaport Hotels and World Centers and the VP of marketing for Core North America. So welcome Craig Cunningham.

Craig: Thanks so much for having me on your podcast.

Bunny: I’m excited. I know you have some great tips for all of our listeners. When I think about these podcasts, I always think about the people that are going to want the information we’re offering. I mean, we’re here to help people and we’re here to figure out how gratitude can make everyone’s life not just easier and simpler, but also fuller. So why don’t you start, Greg? Just tell us a little bit about yourself. Tell us how in the world you ended up in this completely different career? And yet the truth is we’re still just marketers first and realtors, second. Tell me a little bit about yourself. Tell our listeners.

Craig: Yeah. So, as you said, I’ve been in marketing and sales for more than 30 years. I actually started off with an advertising and PR agency and then had the good fortune to be hired by my hotel client at the time, Wyndham hotels. At that time it was a North American chain and it’s now international. 

But from then on, I was in the hotel business. It’s definitely a career where if you are not focused on client service and the whole concept of gratitude, you’re not going to be successful. I always thought of our job as just surprising and delighting our guests and making them feel like they chose the right hotel to be with. And so it was always about waking up every day and saying, “What can I do to make somebody’s day and to give them a great experience?” And, of course, to do this you have to be grateful because they opted to choose your hotel over the million other choices that they had. 

So when I retired from the hotel business two years ago, I was trying to figure out what else I wanted to do with my life. I started doing more volunteering. I volunteer with Kitchen Angels here in Santa Fe to deliver meals to people who are not able to leave their homes. But I also started thinking of whether I wanted to do something else from a professional standpoint and the real estate business seemed like a natural extension, because it’s all about client service. You have to figure out ways to make people feel like they’ve made the right choice in working with you. So it’s all about being grateful every day and figuring out what can I do to help them today. How else can I extend what I’m doing for them in a way that they will appreciate and know that I appreciate them. So that’s what it’s really all about, because of course they could work with a million other other people

Bunny: Right. And let’s talk for just a second. Don’t you think that marketing has changed over the 30 years that you’ve been doing this? I mean, it seems to me that when we were kids, which was back before the crust cooled, we were sort of marketed at. Just talk for a minute about how marketing is different now than it was 10 years ago or 30 years ago.

Craig: It’s funny, because I was going to say the exact same thing. Back in the day, you were running a TV ad or a radio spot or a print ad and it was passive in that you just presented the information, unless you were direct sales. But really with the advent of so much digital media, you are instantly able to forge a relationship with customers through social media, through Facebook, Instagram, where you’re having a dialogue with them from the very beginning. This allows you to work in a much more personal way and to be able to find out much more quickly how you can serve those people. 

So I think it’s changed completely. Before you just sort of put it out there into the ether and hope that something worked, and now you’re able to engage. And I’ve found that so much in real estate where I’m getting emails from folks and then it evolves from the email into a phone call or a zoom call or something like that instantly. I think that’s so much better for both people. Especially for somebody like me who wants to find ways to engage with people and to be of service to them, it makes it a lot easier and more rewarding.

Bunny: I just think about the ways that I connect with my clients. It’s as if you’re somehow conveying to those people that you’re grateful that they showed up.

Craig: Yeah, exactly. I mean, my whole thought is that it’s not a transaction, it’s a relationship. And that relationship can be multifaceted. Once you’ve sold them a house or sold their house, I like to think that we’ve formed a friendship and a bond and that relationship is going to continue. And honestly, I don’t even care if I ever get another piece of business for them. Now think of them as friends. I want to have them to my house for dinner or go have coffee or something like that. 

I think that kind of thing that makes a difference for people in wanting to work with me.  It’s coming from a position of wanting to be of service to them and wanting to make them happy and finding the right solution for them. I’m working with some first-time-buyers right now and I kind of feel like they’re my kids. It’s about, okay, how can I really help them with this? And they’re grateful for the counsel I’m able to give to them, and I’m grateful for the opportunity to work with them. So it’s very rewarding. I think if you approach business relationships in the same way as you would with your friends, it’s a win-win situation for everybody.

Bunny: Well, talking about those first-time home buyers, I mean, that’s one of my favorite deals. You never make the most money from those transactions, but I’m so grateful to be reminded that we are providing the American dream when we’re selling real estate. Yeah. It’s amazing. It’s my favorite experience.

Craig: Yeah. I mean, for somebody to have their first home and to be excited about how they’re going to decorate it and what they’re going to do. And with this young couple, seeing them excited when they see a house brings out all my empathy and makes me want to really go the extra mile for them to make sure they find the right house at the right price for them. And then I just never want to stop. So then it’s like, “Okay, now I’m going to find this person for you to do the plumbing, and I’m going to find this person, etc, and I’ll be with you with you  to help explain things.” I just want to really continue to be of service.

Bunny: I talk a lot, especially on my blog, about Judy Camp, who was one of my first real estate mentors. She was a great friend and Linda Gammons partner for a long time before she passed away. But Judy Camp always says, “If you come from contribution, you can’t help but be successful.”

Craig: Yeah. I mean, just as I was saying, you can’t think of it as a transaction. I think, coming from contribution, how can I help you? How can I make this a better experience? How can I make this work? Because, especially in a real estate transaction, it can be stressful. It’s the biggest financial transaction for the majority of us. So how do you take the burden and the pressure away from them and sort of guide them through the process? I just think the main thing is that it’s much more fun, whether you’re doing volunteer work or in business, to wake up every day and figure out how I could make it fun for somebody else. Because then it’s fun for you and it gets you excited and passionate about what you’re doing.

Bunny: Well, it sounds like our big “why’s” are really similar. I certainly don’t want to put any words in your mouth, but it sounds like your big “why” is just to make the life of the people you come in contact with better.

Craig: Yeah. Of course making money is nice, but there are lots of ways to make money. It’s more about whether you are getting energy from it. And I think you really get energy when you’re working with someone and trying to figure out how you can help them, how you can make their day better, how you can make the service that you’re providing better. And also just doing things that saying, “What about if I do X, Y, Z?” and they’re  like, “Oh, you’ll do that for me?” And I’m like, “Of course.”

I have another set of clients where the transaction was fairly complicated and we were looking at lots of properties. Coming from a corporate background, I love to do spreadsheets and PowerPoint presentations—things like that. And so after about the third thing we had to do, they’re like, “Oh, how are we going to organize all these bids?”  And then one of the guys said to the other guy, “Well, Craig’s going to do a spreadsheet for us. He’s probably already got it done.” So it’s that kind of thing where you’re looking for ways to make their experience better.

Bunny: So this is always a funny question for me to ask, because I have such a loose gratitude practice other than just waking up in the morning and saying, “thank you, thank you, thank you,” and then writing things down, but do you have a practice that you follow that helps you both in your business and your personal life?

Craig: Well, since I came into real estate with Keller Williams, which focuses a lot on being servant leaders and helping people, I’ve gotten into the habit of writing three things I’m grateful for that day. It could be that it’s a beautiful day or a dog or my partner or the opportunity to help somebody or the coffee’s really good that day, but waking up and appreciating what you have in your life is a good way to get in a good mindset for the rest of it.

Bunny: Oh, absolutely. Something I always say is that we kind of rewire our brains. We do. We create new neural pathways every time we say that we’re grateful. So in terms of nuts and bolts, is there a way that you let your clients know? I mean, I find that there are a lot of young people, young entrepreneurs or people who are new to business, who forget how to tell their clients how they’re grateful for them, even if it’s a line in an email. Do you have something that you do specifically over and over?

Craig: I think for me, it’s maybe more in the actions. I think of “This is really going to be helpful if I do this or if I provide this information.” I think it’s always in my voice and the way that I write. I try to always communicate openly and in a friendly and conversational manner. But then I also think “It would be really cool and really helpful if I did X , Y , Z.” I created a whole PowerPoint just on the neighborhoods in Santa Fe, because if you’re out of town it gets confusing. And that came out of a client saying, “Well, I don’t really know the neighborhoods.” And I thought that this would be a great tool for them. So I created it and then I was able to use it with others. 

So I think for me, maybe it’s sort of on the fly. I used to say in the hotel hotel business, “How can I make this a wow experience?” Because the other way to think about it is that every relationship is with people. When you’re in a service business you’re really in the business of creating memories. You can create good memories or you can create bad memory and it’s much more fun to create good memories.

Bunny: And that just comes from a spirit of generosity. I mean, you obviously want this to be the best real estate experience they’ve ever had.

Craig: Right. Right. I’m very grateful for the people that have helped me along the way. I’ve been very fortunate in my career to always work for people who were concerned about my career development and my personal development and became dear friends. And I’ve had a couple of bosses that have hired me twice in two different jobs. So I’m always grateful for the things that other people have done for me. 

So then I want to pay it forward. When I came to Keller Williams and I was introduced to the team here, there was so much openness and willingness to share and help and support. It has been fantastic. What strikes me the most is how grateful I am for what other people have done for me. And how do I pay that back?

Bunny: I mean, this is not a podcast to plug Keller Williams. It’s really more to talk about mindset, but the place where I learned it was sitting in that training room and learning that my mindset was the secret sauce. I mean, that’s the success piece, right?

Craig: Yeah, exactly. It’s not just about production and everything. It’s about weight and having a sense of gratitude and contribution and a sense of abundance. And I don’t mean that in a monetary way. It could be abundance in your health or your friends or all of that kind of stuff. And I think back to you. Your experience with cancer was far worse than mine, but I did have prostate cancer about nine years ago. Everyone I worked with during that entire time when I was going for radiation every day for 10 weeks was so supportive. And then on the last day of radiation, there was this very important meeting, and everyone knew it was my last day.My whole team had a celebration for me on my last day. That was turning something that was obviously a challenging situation into something where I knew they really cared about me and supported me.

Bunny: Wow. I’m interested to hear how your mindset was in the middle of that? 

Craig: I’m just by nature, an optimistic person. So even though it was scary, I felt like I was in good hands from a medical standpoint and I just felt like I was gonna beat it. I had done the education that I needed to and then it was really about having a positive mindset. 

This is probably too much information, but I’ll say it anyway. You’re doing the radiation stripped down to your boxer shorts. And so I jokingly put this Facebook thing about the fact that I needed a new pair of boxer shorts for every day. And people started sending me underwear—different pairs of boxer shorts for every day. So while I was sitting there in the big machine, where you’re sort of in there and it’s buzzing and scanning and all that kind of stuff, it got to be kind of a joke with the techs:  “Oh , what’s he going to be wearing today?”

Bunny: I love that.

Craig: That was a way to keep my spirits up. And also during that process, I really learned how to be very focused. I was in a waiting room with people that were going through, frankly, worse things than prostate cancer. Don’t get me wrong, prostate cancer is pretty serious. It is. People die from it. But I was seeing so many other people that were having a much more challenging time than I was. And we became a family. We all bonded together during that process, because we were all waiting, sometimes for an hour. So it’s things like that. And also things like the kitchen angels service, where it helps reboot you every day for how grateful you should be in your own life and grateful for the opportunity to help other people.

Bunny: Right. There are tons of people who do get what a gift it is. People who don’t even have a specific gratitude practice, but at least an attitude every day that you’re going to figure out something. I just wrote a blog post on limiting beliefs and one of the things that I wanted to convey is that we get to choose every single moment how we view the world. And maybe for somebody out there who’s brand new in business or who’s starting a new business. I just read a statistic that said that the entrepreneur demographics are changing. And now like 48% of new entrepreneurs are over 50. So hooray for the old people! 

But I know that there are people out there right now who are thinking, “Well, I’m not any good at marketing. I’m not any good at that piece of it. I can sell stuff, but I’m not good at the marketing stuff.” I’ve got to tell you, I’m married to a guy who doesn’t believe in self promotion because he came from a generation when you played down your assets, instead of being grateful for them and talking about them. So I’d love to hear what you have to say to somebody who has that limiting belief that they can’t market. And they can’t promote themselves.

Craig: You know, we could all market ourselves, and we do it every day in our interactions.  Whether we think of it as marketing or not, we’re marketing ourselves all day long in how we react and treat other people. The thought I had as you were talking about your husband thinking self-promotion sounds like a dirty word is that it doesn’t have to be you talking  about “me, me, me” and “I did this million dollars in revenue.” This is kind of a turnoff in some ways, because you’re talking about yourself. But if you’re talking about how you can help somebody else and how you can provide a good experience for them with your information and knowledge, you’re not talking about yourself in that context. You’re talking about how you can be of service. I think that’s a much easier way for a lot of people from a generation where we weren’t really supposed to be talking about ourselves.

Bunny: Well, it was pre-social media. Our face wasn’t out there. We just weren’t trained to tell people, “Here’s the reason you should hire me instead of the other person.”

Craig: Yeah, exactly. I mean, now we’re all our own brands on social media. But I think that rather than saying to somebody, “Here’s why you should hire me versus somebody else,” you should just talk about how you can be of service in what you do in an authentic way. Then people are more likely to want to work with you, because you’re radiating a sense of positivity and an interest in them. And they’re not thinking that you just look at them as a transaction and then you’re onto the next person.

Bunny: I frequently use with my marketing coaching clients the example of a dinner party. If you went into a dinner party (and this is for people who are just beginning in whatever business they’re in, especially if they’re self-employed), you wouldn’t simply walk in, take your coat off and say, “Hey, I’m selling something, come and talk to me.” Right? I mean, that’s what you don’t want to do with marketing. You want to start by building a relationship. Can you talk a little bit about that? 

Craig: I think it goes all the way back to Dale Carnegie’s How to Win Friends and Influence People. People do like to talk about themselves. And so the first thing is you should be listening. That was one of the first things I learned in marketing client service. You need to ask questions and learn from your clients. Focus on what they need, as opposed to talking about yourself. You really want to establish a dialogue with them about their wants and needs and hopes and fears and everything else. Then you can talk about how you can address them. But nobody wants to go in and all of a sudden have you sit down and say, “Here’s my PowerPoint about me and what I’ve done.” It should be more of establishing, from the very beginning, a relationship of openness with folks. Then, after hearing from them, you can say “Well, here’s how I think I can you and here are some ideas that I have that I could share with you.” So I think a key thing is really listening from the very beginning.

Bunny: I even found that to be helpful when I used to first go on listing appointments. I was so nervous that I would sit down and I would immediately try to book an appointment. You know, if you’re not in real estate, a listing appointment is just like sitting down with a prospective customer. I would be so nervous in the beginning and really coming from a place of scarcity where I thought, “If I don’t get this listing, I’m not sure I can pay the rent next month.” And if you’re coming from a place of scarcity, you’re likely to self-sabotage. But that’s such good advice because things changed when I finally learned how to sit back and listen: “I’m here to help you. Tell me what it is that you need. Talk to me.” It’s so powerful to give a client time to talk to you. And I think people forget to do that, right?

Craig: Yeah. And I think sometimes we do it because we’re afraid. What I’ve learned so much over the years in business working with people is that people are terrified of silence, so they will immediately start talking. If there’s a second of silence, you jump in and start babbling. Lord knows I do it. But if you just let somebody talk and let it sort of sit there for a second and not just try to be filling in all the time. It drives me crazy when people are doing that. It’s much better if you can have the client talk and then ask some more questions and then be warm and reflective about it. Back to the Dale Carnegie thing, I think one of his first points was if you’re at the dinner party, ask people about themselves. Most people do like to talk about themselves. So ask them and don’t just start talking about yourself. 

Bunny: I think that even people who would say, “I don’t like to talk about myself,” really do want somebody to ask them and listen to them.

Craig: Yeah. And it’s not just asking them to go on and on. It’s more meaningful questions about, for example, why they decided to move here. Just those kinds of questions that get them thinking. Growing up in materialistic Dallas, the joke was that the questions at a party were like, “Where do you live? What do you do? What do you drive?” And so it’s not questions like that. It’s asking them more about their life experience,

Bunny: You just brought me to another completely different point, which is for any realtors out there listening: I think it’s really important to convey to your clients how grateful you are for where you live. I mean, if our lifestyle is such a selling point, don’t you think you should share that?

Craig: Oh, yeah, exactly. I mean, living in Santa Fe there’s so much beauty. I’m looking out my window right now at the beautiful blue sky. When I leave my house in the morning and I see the mountains, and then when I’m coming home at night and the sun is setting over the mountains and I see all the different colors and everything, it’s just breathtaking. It’s great to live in such a great and wonderful environment and in a place that is very spiritual, going back with the native Americans—respect for the earth and nature and all of those things—I think it does help center us more than a lot of other places.

Bunny: How do you convey that to your clients? I know you’re doing something really cool online that’s different from some other realtors.

Craig: Well, I’m not just posting on my Facebook page,” Hey, I just sold this house or just sold that house.” Well, that’s great. But I’m more talking about new experiences in Santa Fe: new restaurants, or a new place to go hiking, or something exciting that’s happening at one of the museums or things like that—enthusiastically talking about the experience of living in Santa Fe. And if down the road, by the way, you’re looking at this stuff and you decide you want to buy a house here, I would love to help you. But it’s more about conveying the reason why we all want to live here

Bunny: And tell us about your blog, because I think it’s amazing.

Craig: So I created this blog, which is called Santa Fe Scenes. It’s that same kind of thing where it’s just talking about having fun in Santa Fe. One of the things was, you know, we’ve got the old Santa Fe trail and we’ve got the old Pincus trail, but did you know that we had a Margarita trail and a Chocolate trail? Stuff like that. Just being whimsical about it and talking about some of the things are unique about the city and sharing my own passion for Santa Fe. I was very fortunate to be able to do a lot of international travel for my job. I was grateful for the opportunity that I was given to see places that I wouldn’t have seen otherwise from Bogota to Sao Paulo and Rio de Janeiro and Beijing and places like that. So I’ve always been enthusiastic about travel and now living in such a beautiful place like Santa Fe, I want to share that enthusiasm with people.

Bunny: And you’re getting some good feedback on that I bet, right?

Craig: Yes, I am. I’m getting good feedback on it. It’s been a wonderful thing to reconnect with friends who are saying, “Good for you, you old dog! You’re back out there trying something new.” Because whenever someone says, “Oh, you’re a new realtor,” I say, “Well, I’m an old new realtor. I’m 61 and I’m starting this for the first time.” But it’s been great from that perspective and the support that you get from your friends. Then people are saying, “Oh, well, I know somebody who might be interested in sending you that information.” I think that’s one of the positive things that social media has done where we’ve been able to reconnect with so many people that we might have completely lost touch with.

Bunny: Oh yeah. I did a post not very long ago about how grateful I was, and it was in the middle of all the fear over Facebook and Twitter. And I just said that it’s such a great platform for reconnecting with cousins that I haven’t seen since I was six. I mean, I just turned 60. I’m an old dog and this is a new trick for me, but I think that if you use it the right way, it’s a real gift. I also think there are so many realtors, like you said, who just post either pictures of houses that they have listed or their accomplishments. And I think they’re really missing an opportunity.

Craig: Yeah. Because then you’re just talking at someone. You’re not sharing information and excitement about things with them. People don’t want to look at that stuff. They want to look at things like the fact that there are like six great chocolate tiers in Santa Fe. And then the next time I’m in town, I want to go to each one of them. Or discovering an amazing new hiking trail or a beautiful image of a shop window or a piece of art or something like that. 

Bunny: Yeah, it’s so much better than “I just listed this house at 123 main street. Don’t you wish you owned it?” Exactly.

Craig: Exactly. I think more people would react to it. I’d really like to have some of that green chili chocolate over at The Chocolate Smith or whatever. It’s much more interesting than a picture of a kitchen that has granite countertops. Oh my goodness.

Bunny: And, you know, Craig, I found that people will call me and they’ll say, “Well, I’ve been following you on Facebook for two years. And I feel like you’re my best friend. I think you’d be the right person to show me around and help me find a house.” And I bet that’s happening to you too.

Craig: Yeah, exactly. It’s funny, you mentioned that. One of the people I’ve been mentoring told me a story about how she posted a lovely picture of herself and then somebody called her and said, “I feel like I already know you because you just look like a nice person and I feel like I can trust you.” I think also that it’s our eyes and our smile and everything that conveys so much of what you’re talking about. If you have a spirit of gratitude and service and a sense of abundance, not scarcity, it shows in your face, your eyes, your smile, and your whole persona.

Bunny: Well, we’re going to have to wrap up here in a minute, but I would love to hear if you have just three great tips that you would give to somebody who feels kind of stuck in their marketing. It could be what you’ve learned in 30 years or in the last three days, whatever it is.

Craig: I think one is changing your question from “How do I market myself?” to “What can I do for this client?” or “What can I do that’s going to excite the people? How can I make them feel appreciated and valued?” And this can work in cases where you’re actually working one-on-one with a client or cases where you’re trying to figure out how to promote what you’re doing. How do I find ways to surprise and delight people? So I like to do that with social media buys, where you come up with quirky, little things to talk about that are authentically Santa Fe or a funny picture of my dog or something like that. You want to put a smile on people’s faces. And social media gives us so many opportunities to be able to do that in ways that we couldn’t before. So the main thing at the end of it is to put your client first, and then I think everything else will come from there.

Bunny: You’re absolutely right. I think as long as your passion is helping people, then success is just a natural by-product of that.

Craig: Exactly. People feel that energy and then they want to tell their friends about you.

Bunny: What I’ve found is that people want to be able to trust somebody, especially in this business where they’re making possibly the biggest purchase of their life.

Craig: Right? I’m thinking back to these younger clients. We were touring houses, and they were interested in one particular house and I was like, “No, I’m not going to let you buy this. This is not the right move.” And I think all of a sudden they’re like, “Wow, he really cares. He’s not just thinking ‘Tick tock, tick tock. We’ve seen three houses.’” This is not House Hunters International where there are the three properties and you have to buy one. So again, it’s not a transaction. It’s a journey. It’s a relationship.

Bunny: I think that’s the most important tip for somebody to take away. Whether you’re selling widgets or earrings or house cars or houses, this is not a transaction. It’s a relationship. We want people to trust you and come back over and over. I don’t know how you can love your job if you’re not doing it the way we’re doing it.

Craig: Yeah, exactly. And have fun with it. We get to meet interesting people all day long. We get to see things. We get to use our own creativity to express ourselves. I know there are people that are in jobs that don’t have that. But I also read things about  the janitor in an elementary school who takes real pride in what they do, and they are going to do the best job that they possibly can. So I think in almost everything, you can come at it with a mindset of “How can I make this a great experience for me and for others?”

Bunny: That’s great stuff. Tell us where people can find you and where they can find your blog.

Craig: Well, probably the most fun thing I’m doing is the Santa Fe Scenes blog

Bunny: Okay. And we’ll share that on the information page for the podcast. And then, of course, if people want to buy a house from you, they can find you through there?

Craig: Yeah. All my information is on there. So one stop shop.

Bunny: Craig, I’m so excited that you were here. This was fun. I think we could do it again.

Craig: Yeah. Yeah.

Bunny: Because I think this is the place where people get stuck. People who are self-employed get stuck in this part. And so I think there’s a lot of stuff that we can talk about.  But I’m of course really grateful that you agreed to talk with us.

Craig: Oh, thanks. It’s been a lot of fun. I appreciate it. 

Bunny: And to everybody else, thanks for being here. This is once again, the Lifesaving Gratitude podcast. I’m Bunny Terry. You are welcome to go to my website if you’d like to learn more about me and about buying my book, which is all about gratitude and how gratitude helped me kick stage four cancer’s ass. And we’d love to have you follow us and subscribe on spot Spotify, Apple, or wherever you listen to podcasts. Thanks so much, Craig.

Craig: Thank you. Next time.

About the Podcast

Gratitude is a superpower. It can transform—and even save—your life. Author and activist Bunny Terry discovered the life-saving power of gratitude when she survived Stage IV colon cancer. She interviews a wide variety of guests who have also used the art and science of gratitude to survive, and thrive, in their own lives.

Recent Episodes

Download a Free Excerpt

Download a Free Excerpt

 

When you join Bunny's mailing list, you'll get a free excerpt of her new book, occasional updates, and life affirming content.

 

 

 

You have Successfully Subscribed!

Get a Sneak Peek

Download a Free Excerpt of Lifesaving Gratitude

Get a Sneak Peek

Download a Free Excerpt of Lifesaving Gratitude

 

When you join Bunny's mailing list you'll receive a free excerpt of her book, occasional updates, and life affirming content.

You have Successfully Subscribed!