Got a lot of feedback that it was very valuable and it’s one area that a lot of people struggle with, not getting responses from their clients, them going unresponsive after a long time. So I’m just going to recap on some of the core things we mentioned yesterday and highlight some stuff that I may have missed. So let me run through these really carefully and I’m going to try and speak a little bit slower today.
I watched myself on the recording yesterday and realized I actually do speak exceptionally fast. So I’m going to try and slow down for everyone here. So just to reemphasize and the reason why I’m talking about response time is that within the next week, we’ve actually brought it forwards.
We are going to be moving a number of leads that have already gone through some kind of enriching with either the support team or through the website. So some of them may go via support for a little bit more enriching. Some may just come straight to you with the website from the website.
And these leads will be up for claiming. And what claiming means is that you guys get the option to choose which leads you want to take. You’ll be able to have a few seconds to actually see the information of the lead and actually choose which leads you want.
But when you do that, the time you connect with that client is ultra, super important. If you claim a lead, you should, in 99% of the cases, unless you get a random phone call or something distracts you, which is totally out of your control, you should aim to get back to that lead or should be available to claim. Call that lead within a few seconds of you actually claiming it.
That will increase your ability to connect with the client, reduce your non responsive rate, and also it will impact your performance score within side popdeal. So we are now tracking, if you claim a lead, how quickly you update and actually get hold of lead. If you call through the app, we know, and if you update the app, we also obviously know.
But it’s more for you guys. It’s not necessarily for us to see your performance. It’s more for you guys to just make sure you get hold of the client and you reduce those non responsive times.
Again, it says five minutes. I would try and get through to as soon as you claim it almost straight away. There’s no reason if you’re claiming it, you shouldn’t be available if you’re on a viewing, if you’re busy with other clients, just let the lead go.
We’ve got tons more leads coming through. You don’t need to be greedy. You don’t need to claim it and then wait for it to get back later.
Even if you think there’s a great budget and a relevant property, relevant client for you, I’d still say if you’re not available to call it straight away, do not claim it. I just want to emphasize that point massively because it is very important. The other part is, I’d say, is that even if you do get the lead straight away, you claim it.
You try and call them straight away and the person just doesn’t answer. Just understand that different people work on different time frames. Please be patient.
Some of these clients are sending an inquiry to you now, and their intention is they don’t want to necessarily speak to you now. Some people would just want to register their interest, say they’re looking to buy or rent a property now, and actually they’ll be happy to talk to you in a couple of days time. So while we’re saying try and get hold of everyone as quick as possible, it’s just impossible to get everyone on the phone.
Some people just go on their day. They say, if the agent comes back to me, I’ll probably talk to him tomorrow, the day after, and that’s absolutely fine. We need to give people their own time frame.
We’ve just got to try and work under our time frame. So I would emphasize that if the client doesn’t get back to you straight away, even if you’ve called it straight away, he doesn’t get back to you. Don’t just release the lead.
Set your follow ups. There’s a very famous real estate agent who’s a YouTuber and influence called Ryan Serhan. His motto is follow up, follow up, follow through and follow back.
And he says that you should do that on multiple occasions. Even if you don’t speak to the client, or even if you do speak to client, that should always be your motto. That should always be the thing you do.
You follow up. And it doesn’t need to be in a couple of days time frame. Give yourself I’m going to jump to the other slides.
I would say give yourself at least two to three weeks. If the client is in the country, it should be maybe a shorter time frame. If the client is overseas and coming here, it should be a much longer time frame in order for you to follow up.
And you should be looking at all different touch points from the phone calls, the emails, the apps, SMS, social media. I already spoke about that yesterday in detail. But the one thing I skipped on already spoke about briefly that I used to do, is that if you try and call a client a couple of times and not answering and you call them the daytime, stay up late at night and call them in the evening, get up early and call them in the morning.
The best time to get hold of people, and I know it sounds obvious, is on the weekend. That’s when they’re not working they’re free. They usually buy their phones, give them a call on a Saturday, come into work or load up your pop deal on the weekend.
Look at people that haven’t responded and just give them a quick call. Send them a message saying, hey, appreciate you might have had a busy week this week. Are you around today? I’m going to give you a call in an hour.
Just so they were prepared for your call and then just try and give them a call. Saturday conversions are very high. People are open to having conversations.
They’re free, they’re looking to rent or buy a property. Saturday is a good day to call, so are late evenings when they get home from work. So just plan your day, plan your time frame.
Sometimes you might have to just go home, call someone at night knowing they’re more likely to be available to pick up your phone again. When you receive a client, make sure you look at, let’s have a look at this. All the client information here that’s in the client history.
We’ve got a ton of information that’s really good about the client. You can see all the previous leads they made, all the previous inquiries, all the questions they’ve answered, especially this particular question they might have answered here. They’ve got information there that you can use to customize your first email to a non responsive client.
A responsive and a non responsive client. Both of them require you to take the information you have and make sure whatever email you send them, whatever information you send them, you take these details into account. You can see the budget, you can see other properties, and you can add so much value by taking what they’ve looked at.
Look at their answers and make sure you send a very tailored email that answers all their questions all the way through. It could be your first email answers the core question. Your second email shows them a couple of other units they inquired on before that are now available.
Try and use what information you have to enhance your ability to kind of reengage that client, add value and get them to respond to you. I’m actually going to skip back to only I went over this briefly, but this is something I’ve always, always once I’ve sent a property information, once I’ve asked for a phone call. If they’re not responding, I would go to my email and I write a really detailed email about all the different USPS we have on our website.
That’s unique selling points, that’s different functions, fenalities that makes us really stand out and that’s anything from like I always mention that we add x amount of new properties on the website. So even if the client doesn’t want to come back to me, he’s getting my emails, he’s reading them and he knows that we have 600 new properties coming to website. Come and check the website out frequently when you’re ready to come back to me.
You’ll see a lot of new properties on the website. Hopefully that will reengage him and I would send a filtered link. Again, the other thing we have which we don’t really talk about and make an emphasis, we’ve got 4000 virtual tours on our website.
Again another really key point to emphasize to your client and then even include them a couple of links to 3D tours just to show people that we’ve got a very interesting and engaging website. You have to use the website as a tool to get the client back to you. Another key point is that many of our inquiries are not coming through the FazWaz websites.
They’re coming through property. They’re coming through a few other websites that we partner with in the world. But getting them into fazwas them, seeing our brand, our technology, our investment in displaying beautiful properties is going to increase your chances of getting them to re inquire or come back to you as a client, as an agent to work with.
I also again mentioned that we’re number one, always say number one. Number one. It really helps.
It’s a psychological kind of thing. People want to work with the top player. I mentioned that Airbnb because there’s a lot of people that ask about Airbnbs.
I mentioned that they are legal obviously in certain monthly rentals and certain property types. But I mentioned the sort of returns you can get over the years. So I make sure that I emphasize for people that buying a property here can be a good investment.
And here’s examples how. Because if they’re looking to buy, even if they’re looking to buy as a home or they’re looking to buy as an investment they’re both investments. They’re putting their money into an asset they think they’re going to get a big return for.
And then if I see that they’re potentially looking near a school or a hospital or they’re looking for like a three or four bedroom I would always mention schools, I would mention hospitals, I mentioned universities just to show them that I can add value beyond just the property search. I know my area, I know what’s around. I can give you really good advice if you’re looking to move home.
And then I always add a couple of other options. Every email I’m sending different options because maybe you’ve missed the point. Maybe the first inquiry they made isn’t necessarily the best property for them and maybe the couple of the ones you sent back to them aren’t best.
I keep sending different options. I would obviously put a limit. I don’t send 510, 2030 options.
It will confuse them. But try and always find alternatives. Use the data you have inside the inquiry, the client history and use that to your advantage.
And then again I would go to the social media app so that I make sure I add that person on there very clearly. So I’m just going to quickly jump in and show you guys how I would update the client’s profile in Pop Deal. So I always add an activity that’s done that.
I’ve tried calling and there’s no answer. And I’ll schedule a call tomorrow to make sure I remind myself that that’s the plan. And then I’ve got a scheduled follow up call.
And you can see here, I called this guy at 09:00. Now I’m going to try and call this guy at 08:00. A.m
big difference. I know it’s a small thing, but that can be the difference between getting hold of a client and converting them or just keep calling them when they’re right at the office and they’re busy and they get into a meeting. You want to avoid that.
And then I would add again the email I sent them, because if you can’t remember every single email, the emails currently aren’t attached to the system. So I would add the email in there. And the very important point to add is I would add which email it is.
Have I sent them one email? Have I done one follow up, have I done two follow ups? So when you look at a non responsive client, when you look at your Pop deal, if you don’t have email, WhatsApp follow up? All the different stages of what you’ve done, you don’t have at least four or five attempts to follow up, then I would really question whether you’re doing the role properly. You have to come to a non responsive client and be like this person I followed up with three or four or five or six or ten times I’ve done my job right now. I look at lots of people’s pop deals and notice that they’re just calling once, sending an email, and then nothing.
And that is leading to a very high non connection rate. Non connection rate is when you look at your dashboard here, I believe it’s under agent stats. If it loads here, this one here, obviously, I’m using a test account.
This is very low. But this should again, be above 80%. If you notice you’re not going above 80%.
You’re doing something wrong. You’re not following up. You’re not doing all the steps I mentioned to reengage and add value to that client.
The other thing that we really want to emphasize that we noticed lots of people doing, and maybe it wasn’t clear when we first explained Pop deal is that even if you’ve tried to speak to a client and they’re non responsive, they haven’t replied back to you. Keep them in your lead in column. Do not move them to spoke just because you tried to speak to them.
Keep them in lead in. So it’s very, very clear which clients you’re currently following up with, which clients need a bit more activities, add a future activity, even tag the client. Let’s go back to this client here.
I think it’s do not claim you can even tag the client that he’s non responsive. You can add a role in here. We’ll actually add it in there, reengage attempt, and that should add it there.
So when you come here, you’ve got a bit of free time, you think, Right, I’m going to check which clients have not been responded to me. You can do a filter here for reengage attempt and you can see all the clients now that you should actually be engaging and following up to make sure you maximize your conversions. I think if you use all these tools, all these different processes, your non responsive rate will drop significantly and you will definitely see a much higher increase in your conversions.
So I’m going to put a big recap of all these points. I’m going to give you guys access to some of the templates that we’ve done, some of the estimates, and the clear process of what to do. Because I know I’ve covered a lot in this session, yesterday’s session, but I’m hoping that’s really useful.
I’m hoping that if you take away 60 70% and start implementing it, you will see a much better response from your clients. Again, tomorrow I am going to move on to the next stage, which is meeting a client. And how would you manage the process of pop deal? How you would follow up with a client you’ve met, update them, get the information to actually move forward to an offer, which is another key part.