I just want to very briefly recap on yesterday’s session. We covered a little bit more about the warnings and the timings. You will be kind of bound to in terms of updating your leads inside Pop deal.
So again, leads that have been claimed, you get a warning after five minutes, then you have the potential to lose that lead if you haven’t updated a lead within 30 minutes. So remember that for leads that have been claimed, once you’ve actually clicked the claim button for ones that have been transferred, you’re currently being allowed 3 hours to update. That will be reduced down significantly and you have about 18 hours before it gets forced release.
Again, you want to update your transferred leads as soon as possible. So don’t forget to do that or you risk losing it. I’m going to go into the core main functionality today.
So today’s session is going to be more about how some of the top people in the company are using Pop Deal to become a very, very efficient and successful agent. So the reason I’m using Bao is sorry for using you every time, is one of our longest standing agents. He has consistently been doing three to five transactions a month.
And every time I look at a lead within side his Pop deal, he just follows the exact process rules to just be a very efficient, top performing agent. It’ll take a second to load here. The first one you can see straight away he only has a couple of leads in his lead in.
This one was last sent to him yesterday. This one’s just been sent now. So he’s keeping them in, lead in until he’s spoken to them.
Then once he speaks to them, you’ll see in a second they’re moved here and then obviously he moves into Met after and he hasn’t got any offers right now. There’s a number of properties, number of referrals in his contract. Let’s just go into a particular lead.
This is where it gets interesting to just see how he structured. I don’t know if you guys get a chance to look at other people’s Pop deal and how they structure it. There’s a little bit behind the scenes about how to structure your management of Pop deal to make you kind of follow on with all your clients.
So at the top here, one thing that Bow does, which is a little tip and trick is that typically you only get the name on the Pop deal title. He adds exactly what the client’s looking for. So he puts a one bedroom, a condo, the area the person is looking and civically they’re only looking in one area, he’ll put the budget amount specifically there and when they’re going to be arriving in the country or coming over.
So he’s very specific. So when he looks at his deal manager view, he gets a good overview about exactly what the client’s doing. And you can see down here.
He’s got obviously his first name and second name. You can update them. That’s standardly brought in from when you inquire, but if they inquire of one name and it’s incorrect, you should update it there.
He’s not using the tags as much as other people, but I think all the information he’s got here probably gives him what he needs. But if you do want to use tags to make sure you identify who is coming in the short term, who’s going to be coming in the midterm, maybe a couple of months, or who’s coming maybe later in the year, you can see exactly what stage that client’s at. You can even identify hot clients on here, what stage or what you’re doing with that client.
If you’re just finding an option, you can identify it there and you can go back to here on the manager view and actually do filters by those particular tags. That’s a very useful tool if you want to tag your clients. If you start getting to 40, 50 clients that are active in a month, those tagging can be very, very useful for you to highlight or even deprioritize ones you don’t want to deal with straight away.
User countries identified by where they’re based. The language is added automatically. The source is obviously we’ve got tons of sources where we get leads from, but it’s identified here.
FW stands for FazWaz lead. If you get one from Property or Propit, that’s obviously our Thailand platforms. And propit.
I believe in Dubai is also the Tropit and Matuda platforms as well. There’s their phone number. You can easily update it if you need to.
Email Address you can actually add multiple email addresses. Sometimes people reply back with a different email, so it’s good to track that here line. If it’s attached to their particular email or phone number, you should add it there.
WhatsApp WeChat you should definitely always ask the client what their preferred channel to communicate on because many people are using all different sources and they’re busy. So sometimes people prefer phone calls, sometimes people prefer communication via the apps. Either way, ask them on the first qualification.
What is the best way to get hold of it? The support team do it. The website does it, but I would emphasize for you guys to do it to make sure you’re communicating the best channel that would get their attention and they’re happy to converse with the relationship we have of our buyers. And renters can be over a 3612 months or more period.
So you want to make sure you’re communicating on a channel they want. Sometimes people send a WhatsApp but the person doesn’t use WhatsApp. You won’t get the replies and responses.
Budget is in here. You can actually change the budget as per the different currency if you wanted to. Bedrooms you can specify if you just want one bedrooms or multiple bedrooms.
That’s something you should always try and flex with. A client you’ll get a lot of inquiries that come through that will say one bedroom and the qualification will say one bedroom but the client might be open to two bedroom or vice versa. He might say he wants a two bedroom.
The information there says two bed but actually he’s open to a one bed. So make sure you ask that real detailed qualification question of like do you actually need a two bedroom or are you open to a one bedroom? And then add that information in here along with any notes that are relevant for it. Property Type you can add either one or multiple.
Again, another qualification question you should be asking is making sure that you know exactly what property type they’re open to. Many people want condos or apartments but are also open to houses and vice versa. Locations the more specific you are on the locations here, the better you’ll know what to recommend or what to follow up with.
There’s also a project to actually work on that will take this information and if the client is actually registered in our system, we will use that information to send them other property matching properties within that particular region. Property type and bedroom Type so please update the location information on the left hand side as you get more and more of it. Preferred projects is typically a standard field that gets pulled in if they inquire on a project on the website.
But again if you identify when you’re qualifying and speaking to the client or looking at some of the properties they’ve viewed, you should add all the projects in here so the system knows this client is looking in a particular project and it will automatically send them listings for that. And it also helps you guys to when you do get a new listing on or one of your team does, you can look through your Pop deal manager, you can look through your leads and see which particular clients are looking in that project and send them. If you don’t add that information, there’s no way to remember when you’re managing 40 or 50 clients in a month and getting new ones every day.
Arrival in country is a really useful tool just to see when you should be following up and adding a future note just to check if the client’s coming. If they’re here in the country, it’s obviously not required. Viewing Date that again is pulled in automatically if the client schedules a viewing on the website.
If they don’t, you should use it for your own advantage just to know the viewing date but you could add an activity for viewing as well. That’s both optional buying as that’s more just the category of the ownership and the motivation is either investment or personal use. There are a number of people that are open to both.
So you can obviously mention that in notes. And here’s general notes. These are typically used by the support, just to let you guys know.
But if you did want to add a general note in here, general note, I’m not actually going to do it, but just example then when you click Save, that’s the note that appears in this little sub bit here. So you know that if you just want to remind yourself of a particular client and look at it in the manager view, add a note here of whatever you want to say and that will get pulled into the domain view here as a highlight to what the client wants or what you need to do with them. Sometimes that’s a quick reference that some people are using.
Mostly it’s used by the support team, but you guys can use it as well. So let’s go over to this side here. So one thing I want to walk through is that the system does generate information and add it onto each pop deal referral that they inquire on.
So if you actually click on the unit inquire, you can go through to it here. It will load up the actual page. Let’s go back.
And if you click on this particular link here, this is actually by a developer so you’d need to search. But if it was a private owner listing, it would highlight who the listing agent is for that. If it’s not you, it will have the assigned agent as well and it will actually have the owner’s name, email address and phone number for you to easily, quickly call and confirm accessibility and if it’s available anymore.
But previously you had to go to the website and search, that’s a very kind of shortcut way of doing it. Here’s the notes they’ve actually put in. Obviously I can’t read it because it’s in French, that’s some system notes that someone’s actually sent on their inquiry.
The one thing that Bauer does very, very well and some of the top agents do is they don’t just add one activity, they add multiple activities along the way. So even in one day you might have three or four different interactions with a client. And again, if you’re busy, it’s very hard to remember all of them.
So you have to use the notes effectively to make sure that you’re following up and delivering. When you speak to a client and you tell them you’re going to do something, you need to do it. And one of the only ways to remember to do it is by adding a note and an activity so that it prompts you later on in the day to go and do that and complete that particular activity.
You can’t actually see dates here, but when I look through the more successful agents, you see that the lead time of which they receive the lead and when they actually reply to it is usually very quick. They are on the leads within a matter of minutes when they get the inquiry. And if the guy doesn’t inquire, they will keep following up.
So the support team, just to let everyone know, has 18 points of contact over a three to four week period, of which they aggressively follow up with each client to make sure they get back to them. Everyone has to appreciate that people that are buying or renting a property, they’re not necessarily looking to do that tomorrow. Some rental customers want to move in straight away, but many people are starting their search that may carry on for a couple of weeks or months or even longer than that.
So you have to bear with them. If they don’t reply to you, then doesn’t mean that they’re not interested. It just means they’re busy.
So just keep on approaching them. And every time you do approach them, approach them with something a little bit different. Don’t be like, Hi, are you still looking? Hi.
I’m trying to get hold of you. Got to be like, Hi, Mr. Klein, I’ve got another unit in Patong Bay residence, a condo, one bedroom at this price that you might be interested.
Try and engage them with content and value. Otherwise you just become another agent. It’s like hi.
Hi. You want to be the agent. That’s like providing value.
Give them a reason to come back to you because they’re getting contacted by four or five plus agents at any one time in some markets, activities. Okay, so here we go. So Bao is particularly strong, adding just not necessarily detailed notes, but enough information to know what happened on the conversation with the client after he spoke to them.
So you can see when he’s coming, what he’s looking for, why he’s looking for it, bedroom he confirmed, and the area he’s confirmed. So that’s enough information to have in there to know exactly what to do with the client. He also, instead of putting more notes when he speaks to the client over WhatsApp or thing he actually copies, or in some cases, he’ll do a print screen of his WhatsApp conversation or even his email and pull it into here so he can see the dialogue.
Because when you have a lot of WhatsApp conversations with people, it’s very difficult to remember exactly what you said. And this is the easiest way to store it here and look through the dialogue of conversation, because, again, we’re calling, we’re emailing, we’re WhatsApping? So if you use Pop deal properly and keep the whole dialogue of how the conversation has evolved and changed what the client said to you, that will be a very good way to kind of go back to them and service and convert that customer carry on through. So the one thing you’ll notice is just activity.
Activity done. Here’s an example of a WhatsApp message copied in, and then he’s checking if they’re coming. This client, I have no worries looking at this Pop deal that he will be serviced and he’s in touch with us.
Of course, but he’s also going to be followed up and serviced very well. Okay, I’m just going to show you guys how to add a general note. It’s pretty much as you would expect.
You can obviously italic bold or put anything in bullet point format or you can actually attach a link to properties you wanted to share and attach content to it as well. So you should use the notes as much as possible even for the littlest things that you can think of just to make sure that you know what you’ve told the client, you know what the client’s told you, you know what you’ve seen. Even after viewing feedback, you can add notes.
You should use the notes functionality as much as possible to make sure that each client has a full filled out profile. So the activities functionality has recently changed. So we are now forcing everyone to add a future functionality, a future activity to each client.
So I know that’s causing some frustrations and there’s issues if you want to try and release that lead which we’re working on. But this is more there to help you guys just become very structured. So every activity you do and you click complete or done, there will be a prompt to add your future activity and that future activity could be to put them to lost if they don’t get back to you or release the lead.
Or it could be just a simple remember to follow up, remember to send an email. So just every lead should have an activity and it will also prompt you to do a future activity in the future. Of course you can also add obviously if they inquire more properties or you speak to them on the phone about particular unit, you can add the unit they like till they inquire and you can click here and search that particular unit.
So the other thing I want to emphasize is because I think we’ve covered the main core stages before is the release function. When do you release a client? Right now there’s a huge amount of reasons to release. We’re about to make that a much smaller and specific list.
But I think there’s a lot of people that are releasing leads just way too early with people that are quite far away from actually being ready to come and rent or buy. And there needs to be a real reason you would release lead. The main reasons I ever released a lead is if the guy told me to go away, I bought something or just go away, stop bothering me or they’ve changed their mind and bought in a totally different area.
Otherwise a lot of the reasons that people are putting is not really justifiable reasons to actually release lead. They should hold onto that lead as long as possible, be as aggressive in a nice way as possible to follow up the lead. So the only reason that the person does get released is if they genuinely never got contacted over a three or four week period and never replied, or if they bought something else or they’ve literally told you to go away.
All these other reasons we put on there are sometimes get out reasons. If you’re working with clients that are a little bit difficult and you just don’t want to deal with the leads, not really acceptable, you should do whatever you can to get hold of that client and try and convert him. Okay, I think I’m going to stop there and we’re going to do another session on Monday on some further functionality because I’ve only covered a part of this section.
But thanks, everyone, for joining this week. I know it’s a lot of information, I know I talk very fast, but I’m hoping that you pick up a lot of stuff and I will send out the video after this. And feel free for you guys to reach out to me directly on Google Chat and just give me any feedback or any area that you want to improve you’re not sure about, not necessarily bug related because I know there’s a few bugs being fixed, but more about questions and tips or anything you need help with.
Feel free to reach out to me anytime. Thanks, everyone. Have a nice weekend.