Hi. Good morning. A lot of people join in.
Welcome, welcome. Yes, I probably do need a haircut looking at myself for making me realize I’ll get one soon. Good morning.
Bright and early. It yeah, nice and bright. That okay.
I’m going to get started relatively on time. Lot of people have joined. Thank you everyone for joining.
No, it’s midweek hump day Wednesday, but hopefully we’re getting to the end of the month. We’re going to have a good month. Okay, let’s get started.
So yesterday we spoke in quite a lot of detail about the six or seven steps that your activities you need to do after you speak to a client and a few people have messaged, just be like, what do we do with a non responsive client? How do we reengage someone who’s not replying? So I’m going to go through a few kind of bits of information about how I would do it. I’m hoping you guys can take away a few nuggets to implement in your process to try and get a higher response rate from some of those clients. Ultimately, there is no real secret to this.
There’s just a few things that I’ve learned over the years that has helped me get a higher response rate than someone else in my market. So let me just share my screen here. I think it’s Google Chrome.
Hopefully it’s that one. Okay, let’s skip off WhatsApp come back to that. So one thing I want to highlight and what I realized is that non responsiveness typically comes from it’s much higher.
In many cases where people don’t get back to leads fast enough. They’ve proven through statistics that a response time within five minutes can actually lead to 100 times increase in response rates back from the client. I’ve got a statistic down here.
Let me just get it up. There’s a lot of stats. So this is actually a document the customer support team uses as a reference for their training.
So I just want to show you guys what they do. Here’s some stats there. They’re saying 87% of people buy for the first person that contacts them.
So it’s very important to get back to people within a couple of minutes of their inquiry. As we move to a direct to agent claiming model, which is going to roll out the next couple of weeks in some markets, that means it will bypass the support team for many different type of leads. So you guys will be the first response.
And in order to get a lower non responsive rate, the time you get back to lead is absolutely crucial. As soon as you claim a lead or a transfer the lead, you have to try and get back to it in the first couple of minutes. What that means is that the client is probably still on the website, they’re still thinking about property, and they’re probably the perfect time to kind of grab them and actually reengage that client or actually engage that client to come back to you.
So this is statistics. It’s mostly taken out of the US market, but they’ve done studies and said 86% of leads believe that response time is extremely important. It means that you’re professional, you’re quick, you’re responsive, and it’s what they expect.
So we need to do exactly what they expect. If you expect them to pick up the phone, they’re expecting you to call them very fast, them to do that while they’re thinking about buying property, while they’re thinking about their next purchase. And then there’s a city below 100 times more likely to reach a lead if you respond in five minutes versus 1 hour.
So just remember that. So there’s, of course, lots of things we’re going to go through now about how to engage non responsive. But this part here, it will reduce your non responsive rate by tenfold.
And then the other part is 31% leads expected to reply back instantly. It’s just fact we can’t change the habits of people. We live in a world that’s very fast moving, that’s very kind of now everyone wants information and responses now, so we have to react to that.
So that’s the first part I want to emphasize. The other part is actually how many follow ups you should do. So this is just a framework.
We’re not saying you guys should stick to this, but it’s a good guideline of what you should look at and you should use your Pop deal to help you manage this. But we typically suggest doing about 15 points of contact over a minimum of ten days. It could be longer.
Say someone is overseas, you may want to give them a bit more time because their time frame might not be ten days to get back to you. It might be a couple of weeks more. But ideally, if you’ve done enough follow ups via phone call, via email, via different app formats, like just because they come in and put their phone number, you should try and add them across all the apps and you should also try and connect with them on the social media.
We’ll go through that in a second. But this is pretty much the minimum. If you’re doing one call, one email, one WhatsApp, and then the next day doing another one and stopping, unfortunately, that’s just not enough.
You are going to see a higher non responsive rate. So I would really look at this and I’ll share this on the email around later. So you guys can have this as a framework and I’ll show you how you’d update Pop deal in a second.
But this is pretty much a guideline you should follow and have as many points of contact. I’m not saying call them aggressively, this is only four or five phone calls. But using other channels that might engage them better is also very crucial to doing this properly.
So that’s that part there so let’s just say you do try and call someone within the five minutes they happen to have gone on their day and they get very busy. The next part I would do is just send them a little WhatsApp. Again, it could be WhatsApp, it could be line, it could be any of the WeChat.
It could be any of the channels or you send on all of them just to be safe. There’s no just, we’ve got to remember that these clients have contacted us for a service. This isn’t us cold calling them, trying to sell something.
They’ve inquired with us and said, I would like information. I would like to buy or rent from you. So us trying to get hold of them back on multiple sources is not aggressive.
We’re not pestering them. We should feel confident that they’ve come to us and we’re just coming back to them on as many channels that we think is possible to get hold of them. So the first one after trying to call the person is sending them a WhatsApp.
So I think what I realized on WhatsApp is that when I’ve been messaging some of the agents in the company, their WhatsApp profiles are not that professional. And what I noticed, particularly with someone in Dubai, is they’ve actually changed their WhatsApp to make it look very professional, very personal. You need a nice picture of calls at the top human being.
Remember, when you call, they don’t know who you are. When you email, it’s just a name on the email. But when you send a WhatsApp, they can now attach your name, your face, and your company as well.
So it just creates a bit more of a personal feel. They’re more likely to respond to someone they actually know, like and can see a bit of information about versus just an email or a random phone call. So what this person has done in Divya Zshan is created a very professional he’s converted his account to a business account.
So he can create a very professional profile within his WhatsApp. Because whenever someone sends me a WhatsApp, I always click on the picture. I’m like, who is this person? You click on the picture.
If you click on the picture on a business account, this is typically what shows up. And also remember that these people have inquired of us through multiple different sources. It might not just be on the Fazwax platform.
It might be on property. It might be on another website. They might necessarily know our brand.
But at least if they look there and see is a professional company, is Fazzled, we’re a real estate company, he’s put open 24 hours. I’m sure he’s not, but that’s just a default. He’s also got example products.
So he’s also got example pictures of some of the properties that he’s currently spending. Again, that will engage the client. They can actually look on them.
Here we go. They just display really nice, really professional, so you can add catalogs for free. It’s really easy.
It takes a second to be approved. He’s put that he’s a Dubai property specialist. If it was myself, I would put a little blob saying, a little blurb saying I’ve been in Dubai or I’ve been in Thailand for the last ten years.
I specialize in selling property in region. Just so it looks like you’re the next level of A. You’re not some random new guy who just joined the market.
And even if you are, I would still mention little key things like I’ve lived and studied in Thailand, or I am Thai, I speak English Thai. Just to give that client a little bit more information about your profile, about who you are, make it a bit more personal. Add the office address, show them you actually have an office.
Like there’s a lot of agents in the market that are freelance and do not have offices. So I think having that office gives you the next level professionalism email address and then add a couple of websites. Right now, particularly in Thailand, we have Dot property, we have Thailand property, we have FazWaz.
I’d add those links into here so they know that you’re representing those websites or you’ll be found on those websites. For Dubai, we’ve got these two main ones. Yeah, they’re just the usual stuff there.
But I think the WhatsApp profile and how you appear in there is very, very important if you expect to get a response from a client. Because the thing you’ve got to remember is that many of these buyers and renters are inquiring with three or four agents and they’re all getting calls, they’re all getting emails. But I think the WhatsApp or the way you integrate your WhatsApp align is also very key to create a personal connection with the client and make sure they come back to you.
So that’s that part there. The next part I would do after I sent a WhatsApp, I’m going to send an example WhatsApp actually, let me just quickly show you. I’ve got a template here.
I’m not going to send it to Zeechan, but this is what I would say. I’d just be like, hi, it’s Paul from company name. You sent us an inquiry for a property here.
I wouldn’t necessarily in the link, it’s too short space. I would love to talk to you. So I’m saying I’m really enthusiastic about some properties or similar ones.
I’m saying I’ve got alternatives that might be of interest. I did try and call you earlier, but I’m going to call you back at this time. So at least they’re prepared for the call.
And I’ve said, please feel free to reply back and let me know if there’s a better time. Otherwise I’ll speak to you at the time I set. And then you put a calendar, you put an activity in your pop deal, and you make sure you follow up and you actually call them at that time so they know you deliver on what you say.
You set the agenda, you set the professionalism, then you obviously send that. And you can also see if it’s been delivered and the person’s actually available on WhatsApp of course as well. And if that’s a channel they use, I’m just going to delete that.
I don’t want to send zhan that one. And then in the meanwhile, I would still send an email because maybe the WhatsApp doesn’t go through, maybe they don’t check it, maybe they don’t use it. I’ve tried to call them the number I’ve called them from, they do not recognize and they may not call a random number back.
So I have to send the next level of connection to them. So with a first email, especially for non responsive clients, is super important because people don’t necessarily remember every single inquiry they’ve made. You have to kind of remind them exactly who they’ve inquired of and why we are the best company to respond to and take our services from.
So let’s just run through this really quickly. So I just mentioned that it’s fazzos. I’ll put a link back to Fazzos, they know who we are and they can check the website again.
I elevate that we’re a market leader. We’re number one. Everyone wants to work with the number one company.
They don’t want to work with tier two, tier three companies. They prefer to work with the best because they’re usually the best reputation, best service. So I emphasize that.
I also emphasize that we’re a brokerage and also have a marketplace. We have both lots of property on our website, but also a big brokerage team, how many properties we have directly from owners, and that we’ve got ten times more than our competition. So that says, look, you can talk to other people.
They do not have what we have. You have to come back to me. I have those options and ten times more than anyone else you’re going to be speaking to.
And I’ve also mentioned that I have a lot of other listings that are not necessarily on the market. We call them pocket listings or off market listings that we don’t necessarily put online. So please come back to me so I can share some of those cool, interesting properties for you.
Then I go into a bit more detail about myself because they’re going to be working with you for a few months. The company is great, the website is great, but you’re going to be the person who’s facing off to that client. So I always talk about myself and say, listen, I’ve been in real estate for 20 years.
I’ve worked in multiple locations, particularly for the foreigners. That like the reassurance that you’ve lived or studied or you speak multiple languages. You can mention that I’ve covered here, that I worked in three countries and I call phuket my home.
So some of these people are going to call Phuket their home as well. At the moment, I call Bangkok my home, but let’s just say hump with Phuket you need to mention that that is the place that you also live, work, and that if they’re investing in you, they might be living in the same place as you. So it’s a good one to have.
I also recently just created a profile about myself. Hopefully you can see this and I’ll share this with you guys after so you can create your own one that just looks very, very professional. It just says, here’s a bit about me, here’s some feedback from some of my clients who love my service.
Here’s some stuff I’ve sold, and here’s some beautiful listings I have. Again, just raising the bar on professionalism to show people what I do. And then I mentioned a bit about the property.
I put a link into it, I make it very visual so people can engage with it. And depending on if the client is a buying client, sorry, an investment client, or looking to buy a home, I still include the type of returns you can get on that property. I still include the fees, I still include as much information on that property that they inquired on so they see value in what I’ve done.
And then I just do the typical let me know if you’re available tomorrow at 1030. And then I’ll offer them to either tell me a different time or schedule a call with me. Very professional signature of all my contact information so they can easily come back to me.
I put a reference to my trust pilot or our trust pilot that has very high ratings. And then I put the mail tracker at the bottom so I know they’ve opened my email. If they’re not opening the email not opening WhatsApp? Then? You know, you shouldn’t follow up necessarily that aggressively or you use another channel to follow up with them.
You need those tools on like WhatsApp tells you if they received it and email. Mail tracker tells you if they’ve actually opened your email. So they’re really, really important tools.
So someone might not be ignoring you, they might just not be getting your emails or your responses. Okay, so that’s the first email I would send after. Then I’d go back to Pop deal and I would add an activity to follow that person back up at 05:00 on either email.
And I put a note exactly what I’ve done with this client. I’ve sent email, I’ve sent WhatsApp I’ve scheduled a call at five just so I know what I’m doing. I can see in my own population that this is my first follow up.
And then if I’m doing a second follow up, I would attach it as second follow up, which I’ll share an example with that after I’m running out of time. A little bit here. And the other thing I would do on the second.
So say they come to the next day. They didn’t respond to you, they come to the next day, the next mesh would again try and call them. Try and WhatsApp them.
The one very important thing to do is I would not try and call them at exactly the same time. I would make sure I choose a different time in the day. So say they’re living overseas.
I would have to wake up early in the morning, 708:00, try and give the guy a call. Or at nighttime after seven 8910 o’clock, I would try and give the person a call to make sure that they’re available when they’re finished work. I’m just going to quickly go for the second email.
The other thing I do on the second email is make sure I provide an insane amount of value so the person knows who I am, what we do and will definitely get back to me. This is a template I’m going to add into the inside sales checklist that I spoke about on Monday and you guys can use this, see what information did you know, other properties, how I reengage or keep engaging the client. I would never send hi, I tried to contact you.
When are you available? Never. I always provide insane value. So I’m going to send a more detailed email to wrap this up, but hopefully that’s been very useful and we’re going to move back on to moving a client to met and what the process is once you’ve actually scheduled a viewing and after the viewing, what you do.
So thanks very much everyone and I’ll speak to you tomorrow. Bye.