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Client Revive Follow Up Instructions

Client Revive Assistant Goals

  1. Reach the Client Live
  2. Build Rapport with Client
  3. Find or discover their top 3 challenges, so we can assist the client.
    1. Ask the Client what their top 2 or 3 challenges that they face
    2. Offer services or information that can assist
    3. Schedule Client on a call with Steve for a free coaching call

Revive will send monthly offers to all of their assigned clients each month. You will receive an email notification form the TL that the offer has been approved and a deadline of when the offer is to be sent.

Scheduled

Please use the Communication with Steve Wiki. - Print and always have handy

https://lifebushido.wikispaces.com/Communication+with+Steve

Ask Business Analysis Questions

You can listen to the recording from Cynthia. http://bestagentbusiness.wikispaces.com/Business+Analysis+Questions
These are questions for Best Agent Business clients or prospective clients to help analyze business needs to best fit with our part-time virtual assistant services for top agents. In order to successfully set an appointment, you are required to ask these questions as part of qualifying the lead.

To qualify for a call with Steve, these questions must be asked and a lead must meet the following standards for the previous year.
$5 million above or $100,000 GCI

Overview
Please give brief answers to these questions. If you are unsure, just say you are unsure. It is best to give your first gut answer or rough estimate. We do not need exact answers. The Bold questions are the most important to ask.

Personal Background

  • How many years have you been in real estate?
  • How did you get into real estate?
  • What were you doing before real estate?

Business Brokerage

  • Which brokerage are you at currently and how many years have you been there?
  • About how many agents at the brokerage?
  • Are you an owner or part-owner of the brokerage?

Business Size

  • How many deals did you close last year, roughly?
  • What was your total sales volume in millions?
  • What was your total GCI, gross commission income?
  • About how much was your average sales price of a home sold?
  • How many deals do you estimate you will close this year?

Staffing

  • How many hours a week do you work on average, 40, 50, 60?
  • Of those working hours, how many do you estimate that you spend still doing $20/hour assistant work?
  • How many hours do you spend, on average for past three months, doing outbound calling to leads? 0, .5, 1, 2, 3 hours per day?
  • What is your history over the past few years of having in-house or virtual assistants?
  • Do you currently have any assistants? If so, what are their first names, years with you, and hours per week and roles?
  • What is your history of buyer's agents, if any, and current staffing of buyer's agents and first names?

Challenges in Business

  • What are your top 3 challenges in your business?
  • You may want to think about aspects of personal time management, staffing, finances/profits, and other topics that you feel are your top challenges holding back your business success.

Opportunities in Business

  • What are your top 3 opportunities in your business?
  • If your challenges were addressed, what are the main wish list projects or business growth items you would like to implement but you do not currently have either the personal time, focus, systems, or skill set to implement?

Database Management

  • What database do you currently have, such as Top Producer, Agent Office, eEdge or others?
  • What grade A-F would you give yourself for database management?
  • For your Clients and SOI, people you have closed deals with and sphere of influence friends/acquaintances, about how many total do you have in your database who are Clients/SOI?
  • Do you send a monthly email newsletter to those people?
  • Do you send a monthly mailed newsletter to those people?
  • Of those people, about how many, if any, did you proactively call within the past year just to say hello and touch base?

Lead Management

  • About how many leads do you get per month?
  • What do you feel are your top 3 lead sources?
  • Is there anything you are doing with marketing that you spend $500 or more per month doing and if so, what is it?
  • Do you feel you need more leads or you need more calling hours and follow-up of your current leads?
  • What percent of your leads do you think you are wasting?

Calling

  • Do you need our Calling Team services to call your buyer/seller leads, or Clients/SOI?

Marketing

  • What Marketing needs do you have?

Update Client DB

  • Client Service Last Call - Day of call of attempt
  • Client Service Next Call - following month
  • Management notes - Date - initials - Lm and sent email
  • Sent Client Email to follow voicemails

Close Now

Clients rated as Close Now are clients that have expressed interest in signing back up for services and you feel they will sign back up within the month. These clients should be scheduled for a call with Steve as soon as possible, either on a Client Group Call or Conference Call with Steve, you will be required to attend the call. If you are unable to attend please contact TL so she can arrange for someone to be on the call. All correspondence with the client should have Steve copied on the emails, this will give Steve the opportunity to advise you further on the client. Steve may advise for you to get the client on a call with him, directly send the client a proposal or request additional information from the client. Due to Steve's commitments within BAB he may not respond to your emails right away so always follow the guideline to get the client on a call with Steve unless notified otherwise.

Voicemail Script

Hi client name, this is Toshua Serrato from Best Agent Business, I was calling to check in with you. During our last correspondence you expressed interest in services with Best Agent Business and I am checking in to see if I can assist you in anyway. I will follow up this voicemail with an email, please let me know if I can assist you further. * Update Client DB

  • Client Service Last Call - Day of call of attempt
  • Client Service Next Call - 1 week
  • Management notes - Date - initials - Lm and sent email * Send client Email to Follow Voicemails
  • Live Answers- * Get client scheduled on CGC or Conference call with Steve
  • Update Client DB * Client Service Last Call - Day of call
  • Client Service Next Call - date of follow up or conference call
  • Management notes - Date - initials - Client Revive * Summary of call
  • Add your call notes to your DCR (Daily Call Report) and send to Steve immediately after calling session; copy Cherie Turner and all Revive team members - be sure to take very good notes
  • Email responses from clients should be forwarded to Steve using the same subject line as above
  • Send Client Email to follow Live Calls

A Rated Clients

Clients that are rated A have a need for services and will potentially sign up for service again in the near future. You will add the notes on your Daily Call Report to Steve. From these notes Steve will give you further instructions on how he would like for you to handle the client. When contacting the clients monthly please use the suggestions from Steve as well as the following guidelines.

Voicemail Script

Hi client name, this is Toshua Serrato from Best Agent Business, I was calling to check in with you and see if you received our email offer. I wanted to follow up and see if you had any questions about the offer or check in and see if you needed our assistance with anything. if I can assist you with anything please do not hesitate to contact me. Thanks and have a great week!

Update Client DB

  • Client Service Last Call - Day of call of attempt
  • Client Service Next Call - following month
  • Management notes - Date - initials - Lm and sent email
  • Sent Client Email to follow voicemails

Live Call - Update Client DB

  • Client Service Last Call - Day of call
  • Client Service Next Call - next month (unless they requested conference call with Steve)
  • Management notes - Date - initials - Client Revive
  • Summary of call * Add your call notes to your DCR (Daily Call Report) and send to Steve immediately after calling session; copy Cherie Turner and all Revive team members - be sure to take very good notes

B Rated Clients

Client who likes us and wants to keep in touch, Clients that are rated B are warm leads and may have a need for services. They will potentially sign up for service again in the future. You will add the notes on your Daily Call Report to Steve. From these notes Steve will give you further instructions on how he would like for you to handle the client. When contacting the clients monthly please use the suggestions from Steve as well as the following guidelines.

Voicemail Script

Hi client name, this is Toshua Serrato from Best Agent Business, I was calling to check in with you and see if there was anything that I could assist you with. I will follow up this voicemail with an email, please let me know if there is anything I can help you with otherwise I will check back in with you on (date client is due for another call). Thanks and have a great week!

Update Client DB

  • Client Service Last Call - Day of call of attempt
  • Client Service Next Call - next months call date
  • Management notes - Date - initials - Lm and sent email
  • Send client Email to Follow Voicemails

Live Calls - Update Client DB

  • Client Service Last Call - Day of call
  • Client Service Next Call -next month (unless they requested conference call with Steve)
  • Management notes * Date - initials - Client Revive
  • Summary of call * Add your call notes to your DCR (Daily Call Report) and send to Steve immediately after calling session; copy Cherie Turner and all Revive team members - be sure to take very good notes
  • Send Client Email to follow Live Calls

C Rated Clients

Client who still likes us but is not interested in the monthly offers and requested to be contacted quarterly, semi-annually or annually. You will add the notes on your Daily Call Report to Steve. From these notes Steve will give you further instructions on how he would like for you to handle the client. When contacting the clients monthly please use the suggestions from Steve as well as the following guidelines.

Voicemail Script

Hi client name, this is Toshua Serrato from Best Agent Business, I was calling to check in with you and see if there was anything that I could assist you with. I will follow up this voicemail with an email, please let me know if there is anything I can help you with otherwise I will check back in with you on (date client is due for another call). Thanks and have a great week!

Update Client DB

  • Client Service Last Call - Day of call of attempt
  • Client Service Next Call - next months call date
  • Management notes - Date - initials - Lm and sent email
  • Send client Email to Follow Voicemail

D Rated Clients

Clients rated as D are clients that you are unable to locate, requested to no longer be contacted or is negative. Add your call notes to your DCR (Daily Call Report) and send to Steve immediately after calling session; copy Cherie Turner and all Revive team members - be sure to take very good notes

  • Update Client DB
  • Revive Rating - D Request Removal
  • Revive Assistant - Steve Kantor
  • Management notes - Date - initials - Client Revive

Revive Rating Guidelines

  • Close Now – Client will sign up for services within one week to one month.
  • Close Now 99- Client would like to use complimentary offer.
  • A - Hot - Client who has a current need and will sign up within 1 months to 3 months
  • B -Warm - Client who likes us and wants to keep in touch
  • C -Cold - Client who still likes us but is not interested in the monthly offers and requested to be contacted quarterly, semi-annually or annually
  • D- Request Removed – Client who has asked for BAB to no longer contact them / Unable to locate
  • client_revive_follow_up_instructions.1545150589.txt.gz
  • Last modified: 2018/12/18 11:29
  • by cherieturner