Most of us make lists of tasks to keep organized, so creating a task list to help you follow up with your leads just seems like common sense. A written follow up system is key to the success of our top-producing clients, so we made it the centerpiece of our best practices. Each of your leads is an investment, and you want to ensure that every lead gets the best possible follow up, because any lead that slips through the cracks is money that’s being left on the table.
Note: For the full best practices webinar, check the support menu in your dashboard!
Your written follow up system is more than just a task list to keep your follow up organized. The best written follow up systems lay out clear and totally unambiguous expectations for an agent. That means being very specific and anticipating common responses or problems and laying out how to deal with them.
For example, we recommend that leads receive 6 calls and 6 emails by the time they’ve been in the dashboard for 30 days, and we recommend following up each time a lead logs back into your search site. That seems clear enough, but when should those leads be called and emai
led? Should a call be immediately followed by an email or should the email be sent at a different time altogether? How quickly do you want to get a phone call out to the new lead? How long do you wait to follow up with a lead that’s recently returned to your site? These are some of the questions you want to make sure your written follow system is answering.
You also want to make sure you include how you’d like to approach these leads. Include some talking points or email scripts that you’d like to use and the best situations to use them in. Spelling out exactly how many minutes you have to follow up with a brand new lead and how many for a lead who has recently logged back into your site seems like a small detail, but it prevents confusion down the line.
Your written follow up system is also about creating accountability. Part of the system should lay out both consequences for falling short of the expectations you’ve set, and the rewards for exceeding them! For example, you may want to take away leads from a team member who’s falling behind or reward a star performer with some leads with higher price points for a certain period of time. You’ll also want to consider how you’re going to evaluate whether your goals are being met and describe the evaluation process in your system as well.
A crucial part of your system should be how to log follow up activities in the Paws dashboard. The dashboard has several tools to help you check your performance, including the performance dashboard, our suite of reports and the activity log. But none of these will be of use if the follow up that you’ve been doing isn’t at your fingertips. You can also use this data to set daily, weekly, or monthly quantifiable goals and create metrics to match against them.
Need help creating a written follow up system for yourself or your team? Just contact Client Services and we’d be thrilled to answer your questions and provide some helpful resources. We’d also be more than happy to use our expertise to make suggestions or give feedback on your existing system!
– Danielle Carne, Client Services Team