Just following on from the previous four sessions we’ve had this week. We covered everything from how to approach someone, how to actually get hold of them via different channels, what to do when you actually speak to a client, and how to update Pop deals. You stay very on top of the process, what the next steps are, and you make sure you never miss a client you’ve spoken to.
We’ve also spoken at length about how to deal with non responsive clients and get a much lower non responsive rate from these clients. So make sure that you actually get hold of them. You get them out and you get them replying or you keep them engaged until they’re ready to come back to you.
So today we’re going to talk a bit more about the Met status. So we spoke about the lead in, we’ve spoke about spoke, and now we’re going to move on to what Met actually means inside Pop deal, because it’s not totally clear and we want to just clarify exactly how that works. So the main statistic you guys need to know is that there’s varying statistics for this, but I think it’s a fact that at least 70% up of buyers purchase from the first person they actually meet.
And for us, or for me, there’s four different categories of meeting a client. There is some clients that just want to come and talk to you face to face before going out and looking at properties, before going out and making decision. And that could mean you meet them just for a coffee.
That could mean that you go to their office and you walk through some great properties. How it Works one thing I noticed, not a lot of people do you invite them into our office. We’ve got nice offices in most locations.
You should be proud to bring them into the office. Once they come to the office, they see a very professional environment, they see a lot more people working there and they take you a lot more seriously. You can pull out your laptop or your computer and you can walk them for options.
You can answer any questions and make sure that you get them to stick with you as an agent, that you’re going to be those agents. You build rapport. You move away from being just a voice on a phone call to actually having a face to face relationship with that person that they’re more likely to convert.
I used to do this a lot. I don’t see it happening that much in the company, but I used to invite people in because sometimes you could spend a lot of time showing people the wrong property and you could save them and yourself a lot. Of time by just getting them into the office, going to meet in for a coffee with your laptop and walking through exactly what properties, showing them the website and giving them a feel.
Some people might be early stage and not be ready to go for a viewing on a property. They might be a couple of weeks or a couple of months. They’re just thinking about moving.
It’s still worth meeting them. Once you meet someone, you secure a much higher chance of converting them to a potential transaction. Some people just might not want to meet you.
They might be too busy, they might be overseas, they might just want to have a video chat. They want to do this interaction where they can see your face, they can walk through the website, they can get comfortable, and you can answer the questions on the process, and they just kind of make sure you’re going to be the chosen agent they want to work with because they get to kind of interview you almost before, which is absolutely fine as well. Some people just want to do video.
It could be a WhatsApp? Video. It could be a zoom or a Google chat. And that’s also fine.
That would count as a meeting where you’ve actually had a chance to go a bit deeper than just having a first discovery call, which is typically where we move them to spoke you would actually go into and meet them, potentially be able to show them some properties online and move them further down the sales funnel. Some clients I know, we went through it in detail about how to qualify, adding very detailed notes. Some clients are very short.
They don’t want to spend a lot of time on the phone. They don’t want to give you too much information. They would prefer to just go out and do a physical view and they just want to see property.
They want to know if it’s available and if you can go and see it. And that’s good, that’s fine. Even for myself, even for people that were two, three, four months away from looking to rent or looking to buy, I would still take them out as soon as I meet them and they like me.
They know I’m a professional and I know my stuff. I’ve got a much higher chance of converting that client in a few months time. So I would always spend time either getting them in the office or getting them out for a physical viewing.
If someone’s going to spend time viewing with me, then I’m happy to do that. I’m happy to go out. If they’ve not got the budget or they’re not sure they’re even going to buy it, there’s a question.
You have to make a call and prioritize your own time if it’s worth it. But in many cases I would go and do the physical viewing and create rapport with the client, find out a lot more about what they want and what they like, and then I would follow up with them after in any process that needs to, depending on the time frame they’re working at. And you could also shorten their timeframe as well.
If you actually meet them and educate them a bit more about how fast the market moves, what’s available, and people can make an earlier decision. And some people just want to do a video or a walkthrough for a virtual tour, particularly given what happened with COVID that was a very popular option. People were happy to just get on a video chat, go to a property and do a virtual tour with the property as you walk through and explain the good bits and the bad bits about the property.
And that’s absolutely fine. That is considered meeting a client. It is virtually, but it is something that you would move into the thing.
And we actually have created the columns in here to represent that. So this covers all the four things I’ve just mentioned, everything from a video call, a video meet, to a fun consultation where you’re walking them through the properties to an in person meeting, or if they just tour the homes virtually as well, all those four things will count. And even a meeting for a coffee would also count as met.
You might not be showing properties, but you have actually met the client, which means you’ve got a much higher chance of converting them. Yeah, I mentioned the fact some people don’t want to give information, so meeting them is best. We moved away for meeting and virtually.
Okay, let’s move on to the next bit. So what do you actually do to inside a pop deal to actually okay, this is Previt. So what do you need to do to prepare for a meeting? So I would say that anyone you’re going to meet, you need to make sure that you send them an official calendar invite that just sets the professionalism of the whole process and it makes sure that they’re aware of what you’re doing and they know that your time is precious as well.
So I’d always send a calendar invite, whether they’re coming to the office, you’re meeting them at a viewing or anything else, or you’ve got a scheduled online call. I would do a calendar invite. I’d also make sure I double confirm the meeting the day before and also in the morning or afternoon, an hour or two before the actual meeting because people forget.
People get the candor invite click yes and actually don’t remember or don’t look at their candle. So you have to prop up and remind them a bit before to make sure that they actually turn up. A lot of people book meetings that don’t show up.
It’s usually because you haven’t reminded them to come. And then I’d send out how the process works, like how renting or how buying in this particular country works, and I’d make sure that the person is very aware about what the next steps are if we go for a meeting. This is the next follow on process.
This is how I work and I make sure for any meeting, I wouldn’t just go and start talking about property. I just tell them a little bit about yourself. By telling them about yourself, you’ll tell them more about themselves and you’ll be able to find out a bit more about what they’re looking for and any questions they might have along the process.
And I’d also for any meeting, whether it’s online or offline, I’d make sure I’ve always got the options they ask for and a few alternative options I have to make sure I add value before, during and after when I meet the client. Okay, I’m not going to do the whole updates on Pop deal, but I’m going to show you what I would do and then I’ll share a template Pop deal of like an example person I have met. But this is the process you would need to follow to make sure you really stay on top of your clients.
I would add the future meeting into the activities section so I know exactly when it’s coming up. I’d add an hour or two before a preparation activity to make sure that I’ve got all the information for the client. I’ve checked the availability, I’ve got all the key information about them, so I’m very prepared for the meeting.
And I’d also add the properties in that preparation activity to make sure that I remember what I’ve told them, I remember what I’m about to offer them, I remember if they’re available. I have to have very detailed pre notes and notes after the activity as well. And then I add one after the meeting date just to make sure that I send them the follow up.
I get the information I require, I answer the questions and I plan out my whole pre meeting and after process to make sure that, make sure I never miss any information on that particular client, I give them exactly what they need throughout the process. It’s very easy to meet a client who is not interested and then kind of just not do any work on it after and go on to the next client. And that can lead to a massive reduction in conversions.
I send them the breakdown and invite them to make an offer. We’re not going to talk about offer today because it’s quite a long process, but there is different parts, different ways to ask for offers. So the most important thing everyone needs to know is that the viewing metric inside the dashboard here is going to be one of the main things that the system looks at and your managers look at in order to identify if you’re converting your clients.
It’ll be one of the highest performance metrics that will define whether you go up the tiers or whether you go down the tiers. So let’s go to here, this number here. The viewing metric should be above a 20% and we’ve seen that as long as you get a viewing to handover of above 20%.
You should get about one deal in every five new viewings. We appreciate the fact you might have to do a couple of viewings per client. Your week can be very busy.
But for every five clients that go on viewings, you should be looking at one transaction. That’s the sort of metric you should be working towards, which is really, really important. And I’ll remind everyone in the follow up after this, but if you’re falling below it, you have to seek help of why.
And if you’re falling well above it, you’re doing a really good job. There are many people in the company that are going well above the 20% conversion because they’re qualifying their clients, they’re preparing for the viewing, they’re getting the right properties for their client. They’re converting very high.
So you should all be looking at that viewing percentage of like, am I converting above 20%? And if I’m not, why not? Okay, so going to keep it relatively short for that one. That’s about Mets, what it means, when to update and how to prepare for it. Today we’re going to be sending out you should already have received a feedback form.
This is actually a two way communication. Instead of us always giving you information and telling you about things, we want you guys to give feedback to us. We want you to tell us how many people you’ve met for the week, how many leads you’ve had.
How productive has your week been? What are you struggling with? Tell us where you need help. Have your leads been good? Have your leads been not so good? Let us know what’s been happening, because it’s very hard for us to have conversations too deeply with too many people in the daytime. But it’s good for you guys to feedback and we want an opportunity for you guys to be noticed, to have a voice, and to give us some feedback, some tips, some ways to improve.
This is your chance to give us honest, detailed feedback so we know exactly which areas need changing, which areas need improving. So we’d appreciate everyone fit out. Take the time.
It should only take two minutes, but that two minutes can really help us structure better training, better oversight of what you’re doing and helping in the areas you’re struggling with and just help you overall and your team. So we really appreciate if you could fill that out. I think I’ll wrap that up for today.
I hope everyone has a really nice weekend. I’m going to chill out and do absolutely nothing, as usual. I’m looking forward to that.