“Empanadas” Closing Escrow with Hispanic & Filipino Customers

1. “Empanadas”Closing Escrow with Hispanic & Filipino Customers Multicultural Marketing Division

2. Objectives • Demographics overview. • Learn the role that culture plays for Hispanics and Filipinos. • Closing and title issues • Practical Tips

3. Demographics • Population California • US • 299 million 36 Million • Hispanic • 44 million 13 million • Asian • 13. 1 million 4.7 million • Filipino • 2.4 million 1.1 million

4. DemographicsPopulation by Race and Asian Origin

5. DemographicsPopulation by Race and Hispanic Origin National Origin of Diversity • Mexican – oldest, newest, nearest, most dispersed, increasing diversity • Puerto Rican – dual nationality, citizenship, urban concentration • Central Americans – refugees, nationality pockets, proximity to Mexicans • Cuban – multiple waves, generational shifts • South American – Peruvians, Colombians, etc. • Others - New Mexico, Colorado, Texas, Arizona, Dominican enclaves

6. Bay Area Population Demographics Hispanic Filipino Santa Clara County 87,806 Alameda County81,324 San Mateo County 66,518 San Francisco County 45,793 Solano County 43,108 Contra Costa County 42,381 Santa Clara County 403,401 Alameda County273,910 San Mateo County 154,708 San Francisco County 109,504 Solano County 69,598 Contra Costa County 167,776 366,930 1,178897 Source: US Census Bureau, 2000

7. What is Culture? “…is a set of learned behaviors, beliefs, attitudes, values, and ideals that are shared by a particular society or population.”

8. Culture Hispanic Filipino • Family Oriented. Great emphasis is placed on strong family relationships. • Extended family is considered just as important. • It is common for parents to make a generous down payment or purchase a house for their children. • It is also not uncommon to find women in charge of household finances. Family -In Latin America, the definition of the family conveys more of a sense of inclusion. The “extended family” is considered more important and proximate. Uncles, aunts, cousins, godparents (padrino, madrina), compadres and comadres (best friends) all are invested with a sense of belonging and obligation to the core group.

9. Culture • Hispanic and Filipino Beliefs about Purchasing a Home • Both cultures generally view home ownership as a good investment. • However, many Hispanics do not believe it is possible nor have any awareness of programs that can help them purchase a home. • Filipinos do believe as they currently are categorized mostly within the middle class and understand the process.

10. Closing and title issues……

11. Closing and title issues……

12. CLASS EXERCISE: NAME THAT CULTURE! Try to see if you can guess the correct Spanish-speaking country with the following cultural facts: • As many as one hundred indigenous languages are still spoken in parts of this country. • Roast pork is the favorite meat and is eaten on special occasions in this country. • The national instrument is the marimba. • This country’s average workweek is slightly more than 48 hours, one of the longest in the world. • This country’s capital has the largest number of Jews in Latin America. • Women will meet with greater acceptance in this country than in other Latin American countries. • In this country, people stand close and frequently touch one another on the arm while talking. • After fútbol (soccer), bullfighting is the sport that draws the highest number of spectators in this country.

13. Appendix 2 - CLASS EXERCISE: NAME THAT CULTURE! Try to see if you can guess the correct Spanish-speaking country with the following cultural facts: • As many as one hundred indigenous languages are still spoken in parts of this country. Mexico • Roast pork is the favorite meat and is eaten on special occasions in this country. Cuba • The national instrument is the marimba. Nicaragua • This country’s average workweek is slightly more than 48 hours, one of the longest in the world. Peru • This country’s capital has the largest number of Jews in Latin America. Argentina • Women will meet with greater acceptance in this country than in other Latin American countries. Costa Rica • In this country, people stand close and frequently touch one another on the arm while talking. All • After fútbol (soccer), bullfighting is the sport that draws the highest number of spectators in this country. Mexico

14. Practical Tips • If they have not had previous negative experience or heard of others’ negative experiences, they will approach an unknown type of business relationship with a trusting attitude. • However, if that trust is violated, it is not easy to win it back (yet more forgiven than the General Asian culture)

15. Practical Tips Don’t… • …assume that their English is not proficient • …be overly aggressive • …ever refuse a social invitation or food • …embarrass or put on the spot • …raise your voice or point with your finger

16. Practical Tips Do… • …radiate warmth and hospitality • …be humble • …value social relationships • …talk about family and praise • …learn about the culture • …exhibit sincerity • …be sensitive to modes of communication

17. Practical Tips Do… • Establish Trust • Check for Agreement Be Supportive, Optimistic, and Honest • Be Aware of Informal Expressions • Be Respectful • Be Authentic. Be authentic in fostering a comfort level that builds an honest, straightforward and non-judgmental service experience.

18. Q&A

19. Diversity definition At FNF, diversity is the power to identify and deliver value to all employees, customers and communities that we serve. We are committed to recognizing and embracing the influence of culture on every individual. Our philosophy is that “All Together We Make a Difference!”

20. Q & A Thank you, Gracias, Salamat