Empower Your Real Estate Business with Lead Nurturing B2C for Real Estate

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so Lyndon let's go ahead and get started yeah so thanks everyone I appreciate everyone taking the time I know everyone has busy schedules but we we couldn't be more excited to just spend the next 30 minutes with everyone and just to kind of introduce ourselves Josh and I are your hosts today a little bit about me real quick is over the last five six years I've worked with some really as a customer success manager here at follow up Asif I worked with some of the best teams in the business and when it comes to really mastering their online lead conversion so I was been fortunate enough to see what works really well and I'm excited today to give you what top teams do very successfully when it comes to nurturing their leads to set the most amount of quality appointments possible Josh you can I want to introduce yourself a little bit as well great yeah I work my roll day in and day out in estate agents and large teams and brokerages get up and running with follow boss help you guys learn how to leverage the tools to not only get more leads but help convert them and to build your report list I really just help you grow your business so without further ado let's jump in and share this content I'm really excited to share with you guys today so Josh as we jump in I think the the thing we want to talk about first is what got us here and and that's the first phone call last month Josh and I hosted a webinar focused on conquering the first phone call how to really handle and take control of that first conversation right but more information we can gather during the first phone call the more success we will have nurturing your leads moving forward so our takeaway during that first phone conversation is really to make sure that we're not focusing on the listing and this is that brand new lead that just came to you that phone that rang out of nowhere and you were in the grocery store how do we really handle that phone conversation because the more information that we're able to gather the easier it's going to make our process moving forward when we're nurturing our leads how do we do that right it's not about the actual listing when they're inquiring about 1 to 3 Main Street it's about overcoming those specific questions and using the basic script that we provided last month and that script was as soon as the phone rings brand new lead the first question you should be asking every single time when would you like to see it give the consumer what they want knowing that you're not committing yourself to running out the door and showing the property if you give a consumer what they want when would you like to see it I promise you it allows you to circle around and get what you need moving forward meaning the ability to ask more questions second part of the script that we gave was what else would you like to see when you ask a question when would you like to see it you will always have the opportunity to ask your next question what else would you like to see this question is what really pulls that conversation away from a property that you might not know anything about because they caught you off guard and focuses on the consumer and their overall search what else would you like to see sells you a little bit it tells the consumer hey I can show you 1 2 3 Main Street but I can also show you anything else in the area what do you want it to be you Oh always have the ability to ask the third question Hamish this consumer and that third question what interests you about this property asking this question pulls the ever so important motivation from that consumer and when you pull motivation they start talking about themselves I love talking about myself I think everyone loves talking about themselves and when you pull motivation and you find out what interests them about this property being a swimming pool a school district a neighborhood this gets the conversation started and this is important and this is important today because gathering the more information about the consumer during that first conversation this is going to help nurture your leads moving forward so once we've had that conversation we've learned more about this consumer all this information that we just gathered Josh why don't you tell us a little bit about what do we do with that information now that we have more information provided great so after that initial phone call and you begin gathering information allowing them to talk about themselves and answering those questions what interests you about the property you'll want to add that information right to follow us maybe you're currently doing that on a notepad or just trying to remember it but in fall boss what you'll want to do is click right here into log call and put your notes in there and you can see I've recently had a call here with buck Riley and we talked about 1 2 3 Main Street he said that he's interested in a big backyard and a four-bedroom house as he began to talk I also noted that he's a football fan he said he couldn't look on Sundays because he's watching a football game and he mentioned something about the Patriots so I noted those down here in background so that way I could be very good on the next call I know not all of your Patriots fans go Brady he also mentions that he has two kids so I noted that here so these are really important things for that follow-up phone call when we start to go down our smart list and nurture our leads we can use these as jump points to begin that conversation and so it doesn't feel like a first conversation all over again we're moving the needle with that lead we're building more rapport and relationship as we're talking about you know why they're moving they need a bigger home if they're looking for a different School District make sure you jot those down right and your know some fall boss and login as a call we've got a quick question for you guys just want to launch a poll here you should see this on your screen simply yes or no question do you currently have a simple and repeatable process to help you know when and how often to call your leads get a little feedback from you guys just yes or no there do you have a simple and repeatable process wow I'm seen a pretty good mix here but a lot of knows more than I expected Linden why do you think what do you think so many people don't have a process for how often and when to call their leads yeah that is a nursing and I am seeing it definitely there is a lot of noes coming and probably more than I thought would but I think I think that's common though to see that a lot and common to see not many processes ready or make them simple because it's not fun to really nurture your leads right it's not necessarily why we got into the business was to make those dreaded phone calls and more importantly it's it's common to not see a simple and repeatable process because we don't see results a lot of times we continue to make a lot of phone calls that just don't get answered or we don't know who to call so I think that's why we're here today I think that's why we're here to kind of help with some of the nose but also the ones who answered yes a little bit let's see if we can provide a little bit more value to how our top teams do it very very successfully so let's talk about this a little bit let's talk about how you nurture your Lea it's like a boss and before our poll question we talked about really making sure you've added your notes right now that we have all the information about the consumer now comes that time to nurture so what is lead nurturing lead nurturing is a process of developing relationships with buyers and sellers at every stage of the sales funnel and through every step of the leads journey it focuses on communication efforts on listening to the needs of prospects and providing the information and answers they need at the correct time the secret the secret and trick to assure you are nurturing your leads properly is not calling a lead a hot lead because say the great composition that you had or the fact that you really hit it off during that first conversation that's not necessarily a hot lead because when you do this you're not giving yourself the tools to understand when and how often to follow up the secret the secret and following up and nurturing your leads is based on the consumers timeframe and I'm going to repeat that again the secret to following up and nurturing your leads is based on the consumers timeframe and I understand the timeframe can always change but if you can really categorize via the timeframe this enables you to be able to follow up when the consumer is ready to hear from you this can consist of a lead that is ready in the matter of weeks or a lead that really could be months or even years years away from the home buying or selling process so the way we do this inside a follow up boss is through our smart lists and using our default smart lists that are already created for you that Josh is hopping in right now and demonstrating a little bit these are our smart lists or we can also customize these to really help us follow up however we need to on a daily basis so Josh now that we talked about timeframe and the importance of timeframe what's a little bit more on that cadence when do we when do we follow up with these leads yeah great question so we look at these smart lists here and you'll notice some of these have a little trips right here so we got a two times a week daily monthly so that'll help you at those default smart list but let's further define how we look at that time frame in fall boss and how we identify that so first of all we use info box a little section here called stage I'm just gonna hop into a lead and show you where it's at so details on the left side here you'll see stage this guy right here Frank is a hot prospect if I click on this you'll see several options and the first one here is lead as you're working with your leads you're gonna move them through this journey they're buying or selling journey and update the stage based on their time and where they're at in that journey so a few default definitions here a lead or a brand-new lead is somebody that you have not identified their time frame yet those people you're gonna be calling texting emailing on a daily basis have some sort of touch point every day when you initially get those leads once you've identified somebody's a hot prospect they're ready to move in the next 90 days or so make sure you update the stage and follow boss and the cadence for those you want to make sure that you're reaching out to them weekly at least a lot of times you'll have a little more organic communication back and forth with them but at minimum reach out weekly to those leads and then another stage here is our nurture stage and that's the one we're really focusing on today although you're gonna nurture all of your leads particularly the ones that you move into this are people that are a little further out their time frame is three months or more so I didn't call you and say hey I'm ready to buy now or I need to find a home ASAP these are people that are a little further in your pipeline but you want to make sure that you're building that relationship that you're giving them a reason to work with you and that you're staying top of mind so they don't end up working with another agent and that's really the powerful thing and making sure that you're reaching out to them on a regular basis and with follow boss there's no guesswork on that the smart lists are gonna make sure that the right people are on that list I'm gonna know all my hot prospects are gonna be in this list all my new leads are gonna get my leads list so Linden when we get to this follow up and we're going down our smart lists we're updating our stages as they move through the journey how do we know what to say on those follow-up calls yeah sometimes that's that is the the trick right and that's a good question but sometimes it's just as important to say what do we what do we don't say how do we how do we get away from going to the well to our common commonly used errors if you will and to really start when it comes to what do we say we always want to make sure that when we're calling a lead that we're communicating information that is relevant to their search that means give a reason for your call show the consumer that you did a little bit of homework prior to to picking up the phone or a texting or emailing right this is going to give them a reason to answer your call the next time you call because they know you're providing a reason and the reasons relevant it's relevant to their search what's not going to give them a reason to answer the call is coming prepared with no value right a check-in call a good example of a check-in call that that's common I hear it I'm guilty of it I do it frequently more than I should but it's easy to say hi I was calling just to kind of check in to see how things are going right this gives the consumer really absolutely no reason to continue to answer your calls because you're once again you're not providing any value to them next would be to avoid calling to see if they have any questions right hi I was calling to see if you had any questions if they had questions they might have already called you already or they might have called another agent and when you call them they're probably not going to have a question right then in there once again they're not going to answer your call if you continue to ask them if they need anything and a last example of something I come and see is hi I was calling to see if you found any properties that you're interested in looking at basically what you're doing in this situation is you're telling that person have you done any homework because I haven't done any homework have you found anything that you need because I haven't found anything for you as opposed to hey I'm calling because I found you two or three properties that meet your criteria would you like to go look at them that's showing that you provided a little bit before before that call so this is the purpose of the call when we have a purpose of the call how do we do this how do we how do we know so we're not just checking in and spending a lot of time doing an abundance of research prior right this purpose of the call and making that call should be a really a quick process and it goes back to the importance of taking great notes and logging your call inside of follow up boss because the more information you have the easier it is to provide the valuable information based on what you know about the consumer a really good example of a purpose of a call and to see how simple it is is just having the address of the last property you spoke about in front of you ready to go in your notes here's a good example that a client gave to me once hi so-and-so I see last time we spoke we spoke about 1 2 3 main street I wanted to let you know that property is actually no longer on the market however there is a very similar property 4 5 6 West Street just down the street that is available are you able to go take a look the research that I had to do prior to that call was nothing right I just saw the last listing I pulled it up I saw it's no longer available I found something nearby I have a reason for the call I provided a little bit of value other good reasons for purpose of the call could be a price change a price excuse me price change relaying that information market updates any changes in the market that you've seen these are all good reasons to call and thinks the consumer really might not be aware of and in addition like I mentioned before it's really easy to gather so we can do this quickly because this isn't about spending a lot of time doing this it's how can we do it quickly and efficiently Josh what are your does it go to sort of the things that you can have ready to go you know a few topics to bring up and pull out of your pocket whenever you have that second follow-up phone call is something like I just got off the phone with your mortgage broker and found out that you're approved congratulations are you ready to go find a new home another really powerful one is coming back to their motivation and their values are you still looking for a four bedroom with the big backyard reason I ask is because I found a few properties that could be a great fit for you so coming back to that initial property search and what their goals and their values are also some like notice you're looking to sell your house if I could help you sell it fast and get the highest return would you want to list your home with me having those ready for any follow-up call is great to make sure that you sound prepared you've always got some purpose and some reason to call as opposed to just checking in so as always we've got a lot of content that we cover in our webinars we've definitely covered a lot today and want to have or very simple takeaways for you guys if you heard nothing else make sure you jot down these for when you're nurturing your leads you want to make sure that that is motivated and guided around there frame or their stage and follow boss always give a reason for your call don't just call the check-in that's super important and make sure that you're communicating information that is relevant to them in their search and once again we've said it several times today stop checking in call with the purpose do your homework follow boss be your guy and help you remember those important details make sure that you're updating your note and logging your calls so that way you have it in their timeline here and their profile make sure you find out their motivation and put in there that way when you come and start doing your followup with your smart list you have some really great information and jump points to jump off of so that opens it up to our Q&A section here and want to we've got a lot of questions already coming through for you guys so before we take some questions I've got a question for you Linden hmm I hear this one pretty often people often ask when do I stop reaching out to my leads or when do I stop nurturing them yeah that's a great question is I kind of answered this question feel free to hop into the Q&A and type up some questions that you'd like Josh and Ida to tackle before we before we get off this webinar today and kind of the question is how often and when do I stop that really goes back to the importance the importance of making sure that you're categorizing that lead when you categorize it it's going to give you an idea of their time frame right so I also say we don't stop we don't stop calling our leads until we absolutely told her just to get lost or quit calling or maybe I found another agent I've just bought a home those are reasons to quit calling but until we have found that information we don't want to stop calling texting and emailing and I know I have mentioned a lot today as mentioning calling but realize everything that we're mentioning here can be done just as well when you're texting and emailing as well so in other words keep calling make sure you're moving them through the proper stages changing them to the proper stage because that's going to tell you when and how often they keep doing it awesome that's really great and really helpful all right looking at we've got some questions here and just want to read through them we'll read them out and try to answer as many as possible and Lauren asked if it's possible to get a copy of the script and this webinar yeah the last wonder as well we will be sharing this webinar a recording of it as well as the previous one you can find on our website Lauren will make sure that we send that out to you and also everybody that joined today you will get an email later on with the recording of today's session I've got a few more questions here awesome Lane says don't stop reaching out until they buy or die that's that's really great Kurt looks like linen Kurt's asking he's just imported a bunch of leads and is not quite sure where to start what would we recommend so I you know kind of recommending one just imported 30,000 leaves it's a matter of I like to kind of say let's start to getting this to a workable number how can we maybe even realistically let's start filtering these leads based on when they were last created just to kind of give us an idea of leads that might be now as opposed to those leaves over years and years and years and years ago which I don't want to basically disregard but I want to get that 30,000 to a workable number so I'm gonna start by really finding out and filtering those leads that were that are more recent I also saw a good one Josh here that says do you have any suggestions on how to handle a lead when you are out and about basically and the question also says basically when you don't have the information on hand but time is the essence to catch the lead and and that's a great question and that's why it's so important to really go back to that script the script of the three questions that we talked about in the beginning of today's webinar when would you like to see it what else would you like to see what interest you about this property those three questions are designed for you to be to be asking when you're not in front of the computer I challenge all of you when you do get a new lead and they're calling inquiring about a specific property I challenge you to not pull up that property even when you're sitting in front of your computer and you're ready to help answer questions because that's given the consumer time I challenge you to answer the phone when you're in the grocery store and ask the question great you just called me about one two three Street when would you like to go see it great you want to see it at five o'clock today hey I'm in the grocery store let me gather information let me get back to my office let me see if it's even available at five o'clock today and I'll get back to you with availability but before I do that what else would you like to go see nothing this is the only property great well what interests you about this property so we do not need the information provided in front of us by any means you are gonna get calls when you're on the go in reality is you're probably going to always get calls when you're on the go and it's never going to come at the perfect time that can't stop you from answering the phone call have your scripts ready realize that the scripts a lot of times can be fingernails on a chalkboard I realize that because we think I don't want to sound scripted and that's the whole point is the three questions and the questions that we give during scripting are designed to start a conversation and that's all you're trying to do awesome that's really powerful stuff got a few questions coming through about smart list and really how to know who to follow up with and to get reminders for that does we put them in the nurture stage do we automatically get reminded for follow-up and that comes back to our smart list right Linden corrector so it doesn't automatically necessarily add a task for the person but you're gonna be checking this nurturer smart list on a regular basis this shows me all the people that are in the stage nurturer and it's also filtered by the last communication so anybody that I need to reach out to today is on this list once I call Casey or email or text Casey's gonna come off this list until it's time to reach out to them once again also another question here about creating smart lists you should have these default smart lists in your account if you don't definitely connect with us you can search our help Docs right here type in smart lists you'll see a lot of really great resources in fact right here is you filters in smart lists we've got some great resources there as well as your onboarding or free trial specialists can help you out with getting those set up I see a question here Josh that says how many hours per day / week should we be calling and and the answer to that is so none of your leads are missed and in reality is is that's why this simple and repeatable process is so important because you shouldn't be spending a lot of time doing this on the flip side as you're not spending a lot of time doing this nothing is falling through the cracks that's why it's so important to make sure we really build our smart lists based on the stages and based on the examples that we gave earlier a nurturer lead when I categorize someone who's a nurturer lead that means I call them once every three weeks so I'm not going to down the road see that it's six weeks down the road and I haven't called them if it's a nurture lead I'm calling once every three weeks at least once I make that call I'm moving on with my day and I'm moving to the next to the next leave so when you're categorizing based on time frame I promise you it's not much of a workload so you're not spending a lot of time but you're not missing any leads awesome I've got a couple people mentioning that they and one of their issues are having a stain on top of all their new enquiries and new leads a few people have brought that up then what would you say which smart list to be used and how do we make sure that we're just staying on top of those brand new leads and is there any automation that can help us with that so say that again I was kind of sorry I was scrolling through the questions what was the question again yeah yeah so a couple people saying they're a little overwhelmed with the number of leads and inquiries they're getting and want to know the best way to stay on top of those new leads building your smart lists so you can really staying on top of those brand new leads building a smart list that shows you I have a new lead when a new lead comes into the system it's very simple to know this is a brand new lead I haven't contacted that person but when these leads are kind of filtering into all the other smart lists that's where we get in trouble and we don't know when there's a new lead yeah so the smart list is going to be a great tool to remind me for that personalized follow-up but in addition to that to make sure that no lead is slipping through the cracks you can use our action plans so if you go to admin and action plans here you'll see some default action plans and you can enable those so they automatically engage brand new leads if they come from one of your internet lead sources and if you don't already have action plan set up and you have some questions about that make sure that you reach out to our team and be happy to help you you can just click here and it contact us and let us know that you want some help with engaging your new leads and setting up action plans and we can help out with that all right at that time for just a few more questions here you haven't even for me London I see one here it says and I might be what help this is will you have a webinar explaining how and when to use the campaigns to help us stay up to date with our leads I think that's a great point it's a great question and basically what we're what we are doing now is these are going to be monthly webinars so you will continue to get registrations please continue to to reach out with webinars that you might be interested in hearing a little bit more about so we can continue to add these to the list we haven't announced what next month is but stay tuned to see exactly when and when and what that webinar will be great I've got another question here about what is it a best practice for working your smart list and in that workflow they have some good smart list but how should they use them really I would say what you want to do is make sure you block at least an hour every day to check your smart list so I'm gonna go through my brand new leads today I'm gonna call those then I'm gonna move to my next list here's my active clients I'm gonna work down that list and then you're gonna kind of go by priority some of these lists you're not going to be having near as many people on based on your pipeline but definitely touching your smart list on a regular basis and working through those at least one hour a day as your list we can continue to build and grow and maybe a bit more than that and then maybe it's time to hire an ISA or somebody else on your team to help engage but definitely working through your smart lists on a daily basis is going to ensure that you're making the most of everybody in your pipeline whether they're a brand new lead or a past client that you want to kind of nurture and try to get some more referrals from so working your list on a daily basis is the engine I see a good question here josh says are there are times or days you feel are more effective or follow up awesome question and really to help answer that question is I like to scatter those times right I want to maybe call today and 10 o'clock in the morning let's make my calls but I'm not going to call tomorrow at 10 o'clock in the morning because that same person is probably doing whatever they did yesterday now to answer that call working etc etc scattering your follow-up times call it ten o'clock one day call it to the next maybe call it six o'clock the evening and then evening one time at some point so basically different times throughout the day never do it the same time every every single day I also know there's a lot of fear - I don't want to call it six o'clock at night they might be eating dinner I want to put that that away because we live in the world of cellphones now the house phone isn't ringing with everyone sitting around the dinner table if anything it's buzzing in someone's pocket so it doesn't matter what time of day you're calling people can be accessible or not accessible at any time and it's their choice we are about out of time but I see another question here that I really want to answer because I think we kind of hit on it today and I think it's really important I hear a lot of times people saying what do I do people don't answer the call when I call them back and it really Lyndon you touched on it earlier we want to give them a reason to answer that second phone call so being sure to do our homework and provide value when we first talk to them asking them questions and listening that way when we call them back we've got something to jump off of and we're not just making that calling in to check in but we have a reason we've done our homework on that second call also we have see more and more often that text is a really a great way to engage people that don't answer the call so I recommend calling then if they don't answer right after that call go ahead and send them a text message and you can do that right inside follow-up boss inside the contact look you'll see text right here if you have our grow plan or above you can text directly inside fall boss so that way a lot of times we see those leads will respond and get a lot better engagement than the ones that don't answer their phone awesome I think that's all the time that we have for today thanks everybody for the great questions and joining keep an eye out for an email with some resources as well as a recording of today's session but I love connecting with everybody today we hope to see you in our next webinar thanks for your time have a great day thanks everyone bye