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officer sales training with the mortgage calculator today we're going to be talking about followup text and emails but we'll wait a few minutes here to get started to let everybody have a chance to jump on I'll put the chat up on the screen there so you can feel free to drop a comment there in the chat as you tune in and we'll get started here in just a moment let us go live on all the different platforms here remember we do this at 12:00 pm eastern time every single weekday where we go through the uh sales end more of the front end of the sales and doing the actual mortgages because nearly every other day at the mortgage calculator we have trainings on more of the backend of the process right but uh this training here daily is where we talk about the front end now I will say that we do not have a sales training tomorrow which is Friday December 1st because we have our big event real estate weekend in Miami that starts tomorrow so we won't be having a sales training tomorrow but we do typically every other weekday week days at 12:00 pm eastern time it looks like we are live on all the different platforms uh I'm going to take the chat off the screen here but feel free to keep dropping comments as you tune in there I see more and more people jumping on here all right so welcome everyone my name is Kyle Hershey I am the CEO of the mortgage calculator and this is the officer sales training today we're going to be talking about followup texts and emails uh so let me go ahead and I will get right into it here so first let's talk about text messages right so text messages are the most powerful form of communication right that's just how it is nowadays so when you text people you want to keep that in mind that they should be done with a purpose they're the most effective form of communication meaning they're going to actually get your message when you're sending them a text right so you know all communication we want to do with a purpose but a text especially I mean you don't want to just send out texts just to be sending them because that is going to get their attention you know for the most part part people are going to see the text message that you send them so when you're formulating all of your follow-ups and you're you know trying to follow up with your clients and stuff that should really be in your head of hey whatever I send them via text needs to be important if it's not something that's going to um you know get them to immediately respond then you need to think of it as an elevator pitch to try to get them to respond right the text message it's kind of a good analogy that the the text message is kind of an elevator pitch right they're going to see it they're stuck in the elevator with you right because you sent them a text on their phone they basically have to read it but is your elevator pitch good are they just going to click into the text so that it excuse me click into the text so that it's read and it's not unread on their phone anymore right so um a text is is kind of an elevator pitch there so make sure that there's a purpose to it and make sure that you understand that between all the communication uh you know calling them leaving voicemails sending them emails the text messages the de the one that's definitely going to get through they're gonna see it and so what is your your pitch there in the text message also obviously you never mass text message people now at the mortgage calculator you know we don't have the option to do this because everything is in our CRM and you're not you know you can't string a bunch of them together to send them one mass text or anything so of course morus calculator loan officer is not really too much of an issue there but of course you don't want to mass text people spam text people now I don't just mean um you know texting them all in one group chat I also mean just copying and pasting a text and sending it to this person and then this person people can clearly see when things are copy and pasted even if you put their name hello John Doe blah blah and just go right on with your general everything right that's what I mean by text need to have a purpose what not only a purpose as in like you're trying to get this across but a purpose as that's directly related to that client you're continuing conversations you're talking about what's going on you're never just saying oh I'm gonna text all my clients today uh the same text and just plug their name in there and you know people can tell that right we're gonna we're salespeople there's a reason why we have all these Cool Tools and the CRM and all these things help us it's not so that we can copy and paste text messages right this the a computer can do that that's super easy right to do it's all these tools are there for us so that we can communicate with clients in meaningful ways because a computer can spam email text message people all day every day you don't need to exist to do that right the reason why you exist is to use your brain look at what's been going on back and forth with the client remember the conversations you've been having with them and actually formulate real uh communication Back in Forth and you have your CRM to help you do so you have your CRM to remind you to do so and keep track of all of it when you're doing it but the you know the the the CRM could automatically send people mass texts and emails and stuff like that right so that's not for you to do you are there to do it uh you know dynamically and uniquely for each client and the crm's there to help you keep track of all of that and remember that follow-up texts need to be sent at appropriate times you can't text people outside of the appropriate hours in here at the mortgage calculator it is uh 9:00 am to 8:00 pm is where we allow you to text and call people 9:00 am. to 8:00 P.M right so don't text people outside of those hours unless there's already a conversation going on between you right if the client is texting you then that's different right but you're not just going to start sending out text messages to people and say hey it's 10 pm I'm G to start following up with people via text right make sure you are following the appropriate times and then of course at the mortgage calculator you can put them on drip campaigns or action plans is what we actually call them inside of the CRM remember all your clients should be on action plans uh ing to the training right remember the first days we're going to be following up with them uh but then after that third time we're going to be putting them on the action plan right so we go over that in the training we don't have to go over that but remember anybody that's supposed to be on an action plan definitely needs to be on an action plan now when you're following up with people that are already on an action plan be mindful when you're sending them more texts read what's been going on uh you know don't just pick up like you uh uh were just talking last time that's why the CRM is there read the actual uh you know notes read the previous text read the previous emails and be mindful that the the com the system has been communicating with them on your behalf already right so catch yourself up before you start talking to them again I've seen that happen where the loan officer will just literally um you know start a whole new conversation because they didn't look at what the system was already you know had already prompted from them right had already sent them on their behalf and then another big one with the action plans is make sure to take them off an action plan when a client responds I see that happen as well sometimes where uh a loan officer will you know the the client will eventually respond to a text from one of the drip campaigns or an email and then the conversation you know starts and then they're left on an action plan so that later the client randomly gets a text message like hey are you still looking for uh you know whatever it is and they're like wait a minute we're sitting here having this we're already halfway through the loan like what do you mean do I want to refinance my house right so make sure not only do we have everybody on action plans they're supposed to be on one but we we take people off the action plans once they actually uh engage with us so just some things to remember there via text I mean this there's not too much to put here right it's not rocket science we're sending text messages but just overall remember that this is the most effective form of communication that's out there right now so your texts are kind of like your elevator pitch they're going to get them right they're going to see them so the question is did you just copy and paste some random thing that people can totally tell us copy and pasted or did you actually formulate something with purpose and make sure that it's not something that looks like it's to a bunch of people and make sure it's something that's unique to um you know that that person right so Tex are very big here and I do see a question and I'll actually uh answer it right now why are R Texs limited to 160 characters well that's because that's the lowest common uh denominator right that's that's some people's phones hold it to 160 characters so we have to uh do that across the board also when we had it not limited to 160 characters people were P you know copy and pasting entire emails into text messages and putting their footer in there and like all kinds of crazy stuff right so um some phones only you know take 160 characters and so that's what we have to go by right like yes some people have iPhones that you could text longer but some people don't and so it has to be the lowest uh common denominator there which is the 160 character and again it also helps because when we weren't doing that people were just typing giant stories to people via text message and then a lot of people's phones would break those up into 160 character batches and then that was that's just a mess right so that is the reason why uh it is like that in our system all right so let's talk about emails right same thing with the the text best followup emails have a purpose right we're actually talking to them about something we should be referencing the previous emails that we talked about right or something that's actually going on that's one of the first things that people are looking for you're you're subconsciously when you open that email looking for a reason why you need to actually read it right most people you get an email you you need to you know either read it or not read it as far as you know it needs to be either read or unread and to get it to be read you need to actually read it but they're just going to skim through it unless it's actually something important they're gonna is this you subconsciously people can see instantly in their mind if something's a promotion email if something's a copy and paste an email if something's just like another uh attempt to get a hold of them right that's why it's always best to have a purpose but also early on in the email we're referencing things we're talking about things that are unique to the person you know these are these little things are going to make a big difference of if they just let the email go by or if they actually open and engage with it so I'm really talking about things to engage the client um I can't express enough how much people can tell when things are not real there's just no way around it you could make the best copy and pasted message ever and put their name in it and stuff like that and make it try to seem like it's not a template people can tell you have to be talking about unique information to that person referencing conversations you've had emails you've had text messages you've had uh excuse me proposing solutions to problems you've spoken about before those are all things that need to be right there up front in the email somewhere so they can see because what happens is human nature we read one sentence maybe if we're what if we we know that it's a promo we probably won't even open it in the first place but if we see oh I might need to read this this might be something that's actually important and then they reach give them the first sentence and if it looks like it was sent to a bunch of other people naturally we just block it out and just move on right so it has to be very early in the email where you're referencing these actual important things for them to understand hey this isn't just some spam email some random email some copy and paste email this is actually this person reaching out to me about what we had spoken about before and we actually need to communicate about this right another thing you can do is respond in the same thread on some of them not always right it's all sometimes it's good to have a brand new email thread as well but responding in the same thread this goes to where if they've communicated back with you before right so if they have answered you at some time pull up that thread and communicate with them in that thread I talked to about this on the um oh goodness I forget which training it was but I was talking about the fact that you know people are so much more likely to respond when they've seen they've already responded right if there's a thread of emails going back and forth you're like a thousand times more likely I just made that number up they're like a thousand times more likely to actually respond right because that's a they see it's a conversation they know 100% that they've been communicating with you and it's not just some random email or spam email or you know anything like that right so um sometimes having a new email thread is good maybe if they've uh not you know been ignoring it or something like that but if they've already responded to you ever make sure to keep that thread going because that's what's going to keep the engagement going all of you know this when you're in your email you can clearly see the ones that have actual threads going and that's like your first you know your first clue to your mind hey that's a real email I'm actually having a conversation with this person I mean that it like I said it's a thousand times uh more likely for them to actually click into that because they know it's a conversation they're having and they want to continue the conversation or uh you know somebody else wanted to continue the conversation whatever the case may be so don't forget about that responding in the same email thread sometimes you might forget about that just sending them email email email email but those threads that they responded to are good to go back in and respond in the same threat as well and then plan emails here so same thing we're talking about with the text messages uh action plans um make sure that you read all the emails that were sent and it's essentially what we talked about with text messages right when you have someone on an action plan then you can see it right away right so when you pull up a a contact in the CRM on the leftand side it has a slot for action plan and it tells you if they're on an action plan and what what uh name of the action plan is now if they're on an action plan make sure to read all the communication that's been happening you need to know what you have sent them remember our action plans AKA drip campaigns those are coming from you they think it came from it came from your phone number right the text messages that you sent them the email came from your email with your footer that you sent them so the system is doing this all on your behalf so if you come in and you don't actually read all of the emails that you had been sending them you meaning the system on your behalf then you're behind in the conversation and again you're just picking up somewhere where you know you're they it's confusing to everyone right you need to make sure you know what you've been sending them and and understand that you already sent them these things so you don't want to you know send them things that are exactly the same or whatever the case may be and then on the same on the the opposite side of that take them off an action plan when the client does respond because they're going to get emails from you that again say you know hey are you still interested or something but now you're already talking you're halfway through the deal now they're getting random automated messages from you asking if you're still interested in all these type of things right well we want to make sure that that doesn't happen that looks weird that looks unprofessional so don't forget to take someone off an action plan when a client responds respond whether they respond via email or text whatever it is if they're re-engaging we want to make sure to take them off the action plan but we also need to set reminders for ourselves so also keep that in mind as you transition someone through the process here if you've had them on an action plan and then you take them off an action plan remember you need to be setting your reminders for your calls and your follow-ups right which you should be doing anyways but it's very important because now this person isn't being followed up with automatically right now you're manually talking to them but you can't just leave it at that and wait for them to respond you have to have those follow-ups set right those follow-up tasks need to be set because you're still going to have to follow up with this person they might not respond to your the last email you sent them and then where are they they're just sitting there because they're not on the action plan anymore right so you need to make sure to um really take that extra time make sure that you're setting your follow-up tasks when you take people off action plans that's very important to if they do respond take them off and if um if you do take them off then make sure to put them on some uh some follow-up tasks there to make sure that you're following up with them because the system is not going to at that point so again nothing too much here for today it's not rocket science when you're texting and emailing people people follow-ups do it with a purpose treat the text as kind of like your elevator pitch knowing that this is the form of communication they're going to get I don't even know the stat but there's some kind of crazy stat at the delivery rate of text messages or you know x amount better than emails or whatever um and then make sure you're also sending them at the appropriate times and make sure you're putting people on action plans but read what's going on in that Action Plan before you jump in and start responding and when they do respond go ahead and make sure to take them off an action plan all right all right well I won't take too much of your time up today remember that we do not have a sales training tomorrow because it is Friday December 1st which is the first day of our big event here in Miami real estate weekend Miami so I hope I'll see some of you um here tomorrow uh but for everybody else we won't be doing uh any of the meetings tomorrow the daily rates live or the sales training tomorrow which which is Friday December 1st because of our event so hope to see some of you soon um the rest of you we would see then on Monday at 12: p.m Eastern for the next episode of the loan officer sales training with the mortgage calculator