Yesterday’s session, I covered a lot and what I realized is that I think I need to break it down into a couple of like sizable mini chunks of what you guys need to do when you’ve actually spoken to a client. So this is going to be a bit of recaps, but a bit more detail to the six or seven steps you need to take after you speak to a client. On tomorrow’s session, we’re going to do how to engage and how to deal with a non responsive client to give you the highest chance to get them to respond.
But today, I just want to go through the six steps, six or seven steps about what you do after speaking to someone. So the first step is we would send them a very detailed email. Again, I’ve got a template here which I’ve used.
I can share this with you. I’m going to elaborate on it in the inside sales checklist. But this will have exactly what you should contain your email from, the recommendations why you’ve chosen those recommendations, information about that particular property if it’s rented or vacant, just lots of key information so the client can actually understand why you’ve even sent that recommendation to them.
And I would also say that even if a client has just asked for information on one property or one project, I would always recommend alternative options. People are coming to us because we’re the experts. People are coming to us because we can provide them information or other alternatives that may match their requirements.
So make sure on your recommendation email, you send them the information they want on the first property, the one they’re most interested about, and then have a little subsection below that says, these are two other options that have come to mind. I know they’re not exactly what you’ve originally inquired on, but they may be a really good match for you. So please check them out and give me your feedback.
So try and offer alternative suggestions and tell them why you’ve offered those alternative suggestions. Just to make sure that you raise your profile as the expert. You can add value beyond just they’ve asked you questions, you give them the information about one property.
The next part is answering the core questions they have throughout the phone call. You have to write down the main questions they have. Sometimes they ask questions in passing, but you should remember what they’ve asked and make sure you truly get the answers to those questions.
If they’ve asked you how much the rental is, if they asked you how much the service fees are, you need to go out, find that information, send it on the first email, do not miss out on anything they’ve asked and not contain it in the email because you look like you’re not listening. And if you start the process like that, they’ll find another broker. So make sure you answer the key questions they ask on the initial qualification call.
And then at the end of the email, make sure you set the clear agenda about when you’re going to call them back. And also I mentioned yesterday, and we’ll go through if we have time today, you also show them a link to the website, a filtered link of all the options that they’re looking at, or similar options they’re looking at. So expand the search out and send a link.
I make it very clear that I’ve spent time filtering through the website and sent them a link. So make sure you add that in their emails. They can actually click on that, see the alternatives, and also do a save search themselves.
They get notified. So the next step after that is to add a copy of that email. Right now, unlike Pipedrive, we don’t link pop deal to our email, although that is something we’re going to work on soon.
But I would always add the email because we send and receive tons of emails a day and it’s very hard to remember exactly what you sent that client. So I would add an activity or add a note that says, these are the three properties I recommended. I’ve also added them on WhatsApp as well.
We’ll talk about that in a second. And then I’d do a copy of the email just to remember what we initially because sometimes they might message me on WhatsApp. And I want to quickly remember what I said to the client or what I sent to the client is very difficult.
So it’s best to add the information inside your pop deal. So it’s all on one profile. And then after you send that email, I would send them a WhatsApp.
I’d be like, hey Enrique, I’ve just great talking to you, I’m really looking forward to helping you on your search. I’ve sent you an email with two or three options. Please feel free to give me feedback here on email or I’m going to give you a call tomorrow at 10:00 a.m.,
whatever the time is. You just set the agenda very clearly how you work and when you’re going to get back to them. So there’s no surprise, they can’t blank you, they can’t make an excuse.
You didn’t tell them you’re going to call back tomorrow and you make it very clear. And you also mentioned to yourself that you’ve also done that. The next part is you need to update this left hand side.
It is really useful if you use it correctly. I’ve done an example for Enrique how I updated the title. So I put his name, I put he’s an investor, put the budget, put exactly where he’s looking.
All the other information is pulled in from the website. I put his phone number, I put his WhatsApp IDs, the same as his phone number, or you can copy the WhatsApp number. I put his budget usually I put the budget a little bit higher because I know people have got more.
And I’d update these particular bedroom property type and he also mentioned on the call that he’ll potentially come in a couple of days. So I just put a viewing date, tentatively not booked because he hasn’t confirmed for this particular day. I’d update his particular looking for freehold, if he is looking for freehold, and that he’s an investor, and I’d make sure I save that.
The other thing I’d do is do a summary of the notes here because these notes, after the viewing feedback is very, very detailed and sometimes it’s best to just remind yourself in a very short way exactly what the client’s looking for. And it does come to the notes. The notes that you do after your first initial call will set how you work for the whole entire process, for how you move forward.
You’ll know exactly what the client wants and I make sure you pin it at the top of the website so that top of Pop deal so that you can see it every time you come in. The next thing I’d add is the follow up. So I would make sure that each client has a follow up.
You can see here I’ve done a few test follow ups because the system is changing at the moment. I had to test out how the follow ups work. So I put a follow up for the email just to say I’m going to give you a call tomorrow to remind myself to give that person a call.
I’ve also done a follow up on an app just to make sure if he doesn’t answer the phone, I do send him a WhatsApp. I don’t just get off the first call and movement to an Excel, I send him a WhatsApp saying, I’ve tried to call you and you can see on this profile now, this Pop Deal profile, it’s looking very complete. You’ve got everything from the original inquiry, has my detailed notes, all my activity, the email I sent him and all my future follow ups.
So if your Pop deal is not looking like this after you’ve spoken to a client, you’re missing out on something. The other thing is, it does get a little bit cluttered on there. So if you wanted to just see what future activities, ones you’ve completed or ones you’ve got coming up, you can use this little bit here that allows you to filter by the different type of activity or different type of note.
Haven’t got any attachments there, but you can see it here’s. All my notes, some are added from the system, some are added from the support team and some of them are added from myself. And you can see all the system stuff as well.
So you can see if they reinquired or their first inquiry. And you can see that I’ve moved this client to spoke, which is obviously one of the last parts is to move the client to spoke. That is one of the activities.
And then the next thing I would do with this particular client, just to enter the next level of professionalism, is I would send the guy a calendar invite. I would say, hey, Mr. Client, great talking to you.
I would basically go to the calendar. Let’s just do it quickly. Now, I would create a meeting for today.
Say it’s for today. For example, I’d be like Enrique Paul at FazWaz. So he knows who it is.
Property search, title Thailand property, right? So he knows exactly what the agenda is about. I’d set the meeting for whatever time it is. I think not all day.
It’s going to be 10:00 A.m., and I’d add his email address in here. Let’s just say it’s Enrique, for example, click Save.
That client will now get a notification in his inbox that we have a call tomorrow. Most of these people who are buying or renting property are business people. So when you use these tools to look professional, to say, you’re also saying to the client that I’m busy.
My time is precious, as well as yours. I respect your time. This is the time I’m going to call you that I’m free, and you send it over to them to make sure that they’re very aware and upfront about when you’re going to basically call them.
Because I think it’s very important to not just get off the phone, but like, oh, let me follow you up in a couple of days and say, this is how I work. This is when I’m available, and this is when I’m going to get in touch with you. And that client will get a reminder on this phone from the activity.
Ten or 15 minutes, whatever they typically set inside their calendar, they’ll get a reminder just before so they’ll be prepared for your call. The only reason they would ignore your call is if they’re busy, hopefully. But I think adding the next future meeting with them virtually or whatever it is, the phone call via your calendar is very, very key to maintaining that kind of communication and keeping that client locked in.
I’m going to click off this one that I want to get reminded, but the calendar invite is a key part to it. And then the next thing I would do is I was going to go to the website and I would create a save search for myself. I think Mike covered this briefly on last week.
I’m just going to recap how I would do that. So you guys are aware. I’ll do it very quickly.
Let’s just say this client is looking up to 6 million, but I would always put it a little bit higher, even to 7 million. We know a lot of properties here are negotiable. Let’s just say he’s looking for a two bed condo.
I’m not going to get too specific because it cuts out a lot of options. I’m going to say he was looking between soy one to soy 40. Let’s just expand out and say he’s open to a bit more.
He’s okay with deeper in the soy apply. And now you can see it’s going to drop down from 1200 options to 90 options. So I’m now going to save that search that pop up on the right hand side.
I can view that search here. And I’m going to edit this at the top. I’m going to say, Enrique, actually, I’m going to copy this so I remember, so I know it matches up.
Copy, edit, paste. That should update. Yeah.
And I want to get instantly updated. If any new properties in that criteria come onto the website, via the listing team or via one of my colleagues, I want to make sure that I’m notified about them first. I want to make sure that I am the first one to get my client the best property and send it to them and say, hey, I’ve got a new property for you.
That is one of the last and final steps. The other thing I’d probably do, if I know he’s a businessman, is I would take his name, Enrique COTS. Let’s just do that now.
And I would search LinkedIn. Typically, I’d know where they worked already or which country they’re from. I would find them on LinkedIn and I would add them on LinkedIn.
A lot of people, again, are busy. They go on with their lives. So if by adding them on LinkedIn and connecting with them on a professional level, I can keep posting on my LinkedIn, they’ll keep seeing my face.
So even if I send them an email and they’re busy, they don’t get back to me for a couple of days at least. When they log on to LinkedIn at nighttime or in the daytime, they’ll see me posting property related information about Thailand and they’ll be prompted to follow me up. It also just makes you look very professional.
You can create very professional profile. And the person’s like, okay, this is a real consultative, professional real estate agent. So I think those are the top six steps.
I’ll re summarize them on email, but the first one is sending a detailed follow up on email, adding a copy of that email to your Pop deal, sending a WhatsApp? Confirming you’ve actually sent the email so they’re aware and opening the conversation on WhatsApp if they want to reply. Update the left hand side notes. Add really detailed notes here.
Add an activity to follow up and the reason you’re following up so you don’t forget. And then send them a calendar invite we just showed you, save their search and then add them onto LinkedIn. Again, I’ll summarize this for everyone so it’s clear, but I think if you do all those steps and your Pop deal after speaking looks like this, then you’re doing a really good job.
There’s no way you won’t be able to see a much higher conversion rate, be much more efficient, and be able to manage your clients effectively. So, again, tomorrow we’re going to cover the non responsiveness of clients, how to reengage people that aren’t as responsive that you don’t get a chance to speak to. There’s multiple different channels and usages you could do.
So tomorrow is going to be a really important session because I know you guys have given me some feedback that you struggled to get hold of people. So I think tomorrow’s session is also a very important one. So I look forward to seeing you guys tomorrow.