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SECTION 1 TEAM STRUCTURES, HIRING, ONBOARDING
BrokerLogiQ | TEAM Workbook
“Business and investing are team sports.” Robert Kiyosaki Author: Rich Dad, Poor Dad
Chapter 1
Team Structures and Growth Patterns For clarity, a team is essentially any business where there is more than one person doing the job.
The Power of Leverage According to Robert Kiyosaki’s cashflow quadrant, there are four ways to earn income. A single agent doing all of the tasks has no leverage of their time or resources and thus would be considered “self-employed” in quadrant 2. Single agents often reach a threshold of production that is limited by time. In order to grow beyond quadrant 2, they need to leverage their time and expertise through other people and systems to move into quadrant 3 and become a business person.
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BrokerLogiQ | Team Structures and Growth Patterns
Becoming a Business Person As a business person, you own a system that exchanges value for money, rather than a job that exchanges time for money. At this stage, your business is no longer solely dependent on you to produce all the results. It leverages both people and systems to produce greater results.
Ultimate Leverage: Investor Of course, the ultimate goal and use of leverage is as an investor who has their money earning money.
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BrokerLogiQ | Team Structures and Growth Patterns
5 Team Structures There are essentially 5 typical team structures. Some team leaders are active agents, some are not. Some teams have only buyer agents, while others have teams with agents that do both listings and buyers. Here are the 5 typical structures.
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1)
Team Leader/Agent + Admin Assistant(s)
2)
Team Leader/Agent + Admin Assistant(s) + Buyer Agent(s)
3)
Team Leader/Agent + Admin Assistant(s) + Listing/Buyer Agents (Associates)
4)
Team Leader/Partners/Agents + Admin Assistant(s)
5)
Team Leader + Admin Assistant(s) + Listing/Buyer Agent Associates (Team Leader does not sell)
BrokerLogiQ | Team Structures and Growth Patterns
Typical Team Growth Patterns When an agent or team leader decides to grow, it is an exciting time, whether it is going from a single agent to hiring the first admin or a team leader hiring their sixth agent. While there may be no one right way to grow a team, here are 3 typical patterns of team growth in the industry.
Growth Pattern 1
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BrokerLogiQ | Team Structures and Growth Patterns
Growth Pattern 2
Growth Pattern 3
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BrokerLogiQ | Team Structures and Growth Patterns
“We don’t just hire people, we invest in people who believe in what we do.”
Chapter 2
How to Hire Great People Step 1 - Creating a Compelling Job Post •
Your ad must focus on attracting like-minded people first and foremost.
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To do this, ensure you are communicating your vision, values and culture in all ads.
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People buy into who you are first, not what you do.
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Make sure your job is clear, concise and motivates the right people to want to work with you.
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Create a short form, long form, and image ad for your posting.
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HOT TIP: Use video to introduce yourself and your team.
BrokerLogiQ | How to Hire Great People 6
Sample Agent Job Post Title: Real Estate (Sales) Professional, Licensed Join the ranks as a top producing real estate professional at one of Toronto’s leading real estate teams, [name of team], since 1999. We are an inspired group of high performers and we’re looking for passionate individuals wanting to make a difference in this great industry. Our client-focused culture, cutting-edge systems and strength of character are the foundation on which this exceptional team is built. We work toward one common goal: To deliver exceptional service and value to our clients while helping them realize their real estate dreams.
This position is ideal for you if you are: •
A self-starter with a passion for helping others realize their real estate dreams
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A lifelong learner with a zest for personal and professional growth
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A licensed real estate agent in the state/province of [xx]
This is our commitment to you:
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Ongoing guidance and support from the industry’s top performers
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One-on-one coaching as needed
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Peer masterminds and group skills training
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Unlimited access to cutting-edge online real estate sales training 24/7
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Business planning and goal setting
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Incoming leads as per lead rotation systems
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Client appreciation events
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In-house marketing design and collateral support
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Personal webpage and database access
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Competitive compensation
BrokerLogiQ | How to Hire Great People
Sample: Admin Job Post Title Options: Real Estate Executive Assistant Client Care Coordinator Administrative Assistant
Executive Assistant Listing Coordinator Transaction Coordinator
[City’s] award-winning real estate team [team name], has been helping home buyers and sellers achieve their real estate dreams for over [xx] years. With success built on a foundation of trust, exceptional client service and market expertise, we are looking for a multi-talented team player with a zest for excellence and a passion for detail and organization.
Primary Responsibilities •
Administrative support to team leader (and sales agents if applicable)
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Database management (data integrity and input)
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Manage/direct incoming calls from clients and potential clients
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Administration (pre to post closing) of all new listing and buyer sales
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Outgoing calls for showing feedback, client updates, etc.
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Market research and property evaluation prep
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Marketing packages and pre-appointment documentation
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Feature sheets, website updates, ad submissions
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Social media postings
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Client and community event coordination and marketing
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Office organization and reporting
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General administrative functions, errands and deliveries as needed
Ideal candidates have:
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Real estate license or experience (not necessary but an asset)
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3 to 5 years of experience in an administrative role
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Exceptional communication skills (written and verbal)
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Strong attention to detail
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Mid to advanced level Microsoft Word, Excel, PPT skills
BrokerLogiQ | How to Hire Great People
Step 2 - Free Places to Post Your Job Ad Once you have a compelling job post, the next step is to ensure your job post is visible to as many potential candidates as possible, starting with FREE posting opportunities.
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Reach out to your network of associates, friends, and family
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Let everyone know you’re always looking for great talent
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Create a careers page on your website with all your opportunities
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Leverage all social media channels
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Post your job on your Pinterest, LinkedIn, Twitter, Facebook, and othersocial media profile sites > Link to your Career Page
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Post on FREE websites – Indeed, Kijiji
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Contact local colleges/universities or real estate licensing schools to post your job opportunity in their newsletter or online bulletin board
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Refresh and repost at least every 2 weeks, change the job title to avoid the ad getting stale or passed over
Example - Careers page on your website
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BrokerLogiQ | How to Hire Great People
Step 3 - Expanding Your Reach with Paid Posts If you’re not seeing consistent results from the free job boards/sites, it may be time to consider paid sites to expand your reach. Paid job postings can range in price from $10/day to $1,000 depending on the site.
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Local newspaper publications print/online
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Real Estate related publications – magazines, news outlets, etc.
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Professional recruiting sites such as LinkedIn, Monster or Workopolis
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Upgrade your post on Indeed or Kijiji
BrokerLogiQ | How to Hire Great People
“Hire character. Train skill.” Peter Schultz
Chapter 3
Reviewing Resumes and Screening Applicants Reviewing resumes and interviewing applicants can be time consuming and occasionally discouraging. Yet it is important not to rush the process. Getting it right the first time will save you time, money, and a tremendous amount of mental energy. It is also helpful to make the screening and hiring process a collaborative effort with other team members. Feedback provided from team members can help to make sure a new applicant is the right fit for the entire office. Remember, culture fit is key, skills can be taught. One of the first things we recommend you do when you find a potential candidate is google them. What comes up? What does their social media pages say about them?
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BrokerLogiQ | Reviewing Resumes and Screening Applicants
Here are 5 Factors to Consider When Reviewing Resumes 1) Job Stability How long do they stay in a position? How many jobs have they had? Too many is not good. What are they currently doing? Is it similar to your job offering?
2) Location Do they live close by? If your position involves having to be at an office location, then be sure your applicant’s commute is reasonable.
3) Hobbies and Interests What are their hobbies or interests? Someone who shares similar interests to you will often share similar values.
4) Professionalism and Experience What type of work experience do they have? Someone from a large corporation for many years will have trouble adjusting to a smaller company. Someone who has worked in administration may not be suited for sales and vice versa. Are there typos or grammar errors in the resume? (Not a good sign for an admin role).
5) Education Are they licensed, in the process of getting licensed or no plans to be licensed? Do they have a college or university degree? What is their major? Is it relevant?
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BrokerLogiQ | Reviewing Resumes and Screening Applicants
“The inventory, the value of my company, walks out the door every evening.” -
Bill Gates
Chapter 4
The 15 Minute Interview Once you’ve narrowed down the search to a few select potential candidates, the next step is to call them or schedule a short telephone interview to get to know them. The secret to a successful telephone interview is to let them do most of the talking. Ask a question, then shut up and listen!
Questions to Ask in your 15-Minute Telephone Interview Focus on Getting the Conversation Flowing •
Tell me a little bit about yourself and what you’re doing right now?
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What do you feel makes you the best person for this job?
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Have you ever had a conflict at work? If yes, how did you resolve it?
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Where do you see yourself in 5 years?
BrokerLogiQ | The 15 Minute Interview 13
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Tell me about your greatest success at work?
If the initial telephone interview goes well, ask him/her to complete a personality profile assessment to understand their strengths and stressors then schedule an in-person interview.
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BrokerLogiQ | The Fifteen Minute Interview
“You need to have a collaborative hiring process.” Steve Jobs
Chapter 5
The Interview Process In most cases, the best predictor of future performance is past performance and past behavior. As a result, your interview questions must be focused on how they handled certain circumstances in their past. This will give you a good idea as to how they would handle things in the future. Put little emphasis on what they say they “would” do in the future because what they say is often not what they do.
Possible Interview Questions
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1)
Tell me about yourself.
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What adjectives would you use to describe yourself?
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Why are you here?
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Describe the duties and responsibilities of each of your last two (or three) positions.
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Why do you want to leave your present job?
BrokerLogiQ | The Interview Process
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What are your most significant accomplishments?
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How do you see this position in relation to your overall career plan?
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Would you elaborate on this activity (note the activity) you mention in your resume?
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What interested you most about this position?
10) What are you looking for now in terms of your position/responsibilities? 11) What are your biggest frustrations in a working environment? 12) How do you manage/handle multiple tasks? 13) How do you feel about deadlines and goal setting? 14) How do you feel about ongoing training and education? 15) What level of computer/keyboarding/technical skills do you have? 16) What is your greatest strength? 17) What is your greatest weakness? 18) What are you passionate about? 19) What experience do you have in real estate? 20) What aspects of working in a real estate office interest you? 21) Can you elaborate on your salary and benefit goals?
Descriptive Questions
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Describe a situation where someone in your office depended on you.
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Describe an instance when you had several tasks to do with close deadlines. How did you accomplish your tasks, and did you meet your deadlines?
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How do you prioritize your time and stay on track, so others won’t steal your time?
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Describe a situation where you had to deal with a client with an “unreasonable” request.
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Describe a situation and how you handled an upset client.
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Describe a situation when you went out of your way for a co-worker. How did it impact you?
BrokerLogiQ | The Interview Process
Sales Skills Interview Questions 1)
What are your thoughts/feelings toward telephone prospecting?
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Describe a difficult prospect call and how you handled the situation?
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Describe your best sale in detail.
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Describe your worst sale experience. Why it was your worst and how did you handle it?
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What are your long-term plans/goals?
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What interests you about working with me/my team?
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Describe a time when you were not meeting your sales goal. How did you motivate yourself to continue?
BrokerLogiQ | The Interview Process 17
“Great vision without great people is irrelevant.” Jim Collins
Chapter 6
Checking References You don’t want to miss this very important step in the hiring process. You also want to make sure you are abiding by legal and professional standards as well. Checking references takes time but it can save you money, time, and headaches down the road.
Tips on Conducting Employee Reference Checks 1)
Always tell the applicant that you’ll be checking all references before you make any employment offers. Employees should be providing you with a list of references. If you’d like to speak with a past employer that is not on the reference list (which is a good idea), inform the potential employee that you intend to make contact with this person. If they do not want you calling their present employee, find out if there is someone other than their supervisor at that company you could speak to.
2)
Check with a Human Resource Consultant or lawyer to determine if you need the applicant sign a release form for reference checks.
BrokerLogiQ | Checking References 18
3)
Start by verifying general information such as start and end dates, salary, and position responsibilities.
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Then ask specific questions related to their resume, the job they are applying for, and their overall performance at their previous job.
Sample Reference Check Questions to Ask 1)
What position(s) did the individual hold and what were their most recent duties?
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Why did the individual leave your company?
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Was the individual ever promoted?
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Would you recommend this individual for a position at my company – why or why not?
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Did this individual get along well with his/her supervisor and teammates?
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Was this individual self-motivated and resourceful?
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What kind of job is best suited for this individual's abilities?
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In your opinion, what are the individual's strengths? Weaknesses?
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How would you describe the individual's overall performance?
10) Is there any reason why your company would not rehire this individual? 11) Is there anything of significance you'd like to add?
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BrokerLogiQ | Checking References
“We rise by lifting others.” Robert Ingersol
Chapter 7
3 Secrets to Hiring Right the First Time Secret #1 Choose The “Right” Person for Your Organization. •
Common values, shared vision, passion, energy
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Culture fit is key; skills can be taught
Secret #2 Hire Slow, Fire Fast.
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Turnover is costly in time, energy, and money
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Take your time during the hiring process
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Interview candidates at least 5 times
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Have other team members interview them as well
BrokerLogiQ | 3 Secrets to Hiring Right the First Time
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Take them out for lunch – get to know them
Secret #3 Invest Time, Energy and Money in Training!
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Be prepared to invest 4 to 8 weeks up front of intense training with your new team member to bring them up to speed on your company’s culture and key skills
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Implement an ongoing learning and development plan tailored to their needs
BrokerLogiQ | 3 Secrets to Hiring Right the First Time
“Successful onboarding can improve employee performance by up to 15%” Gartner Research
Chapter 8
How to Onboard New Team Members Red Carpet Style To help get you and your new team member set up for success follow these four steps.
1/ Be 100% prepared before they start. •
Make sure they have a phone, a computer, an email address, an email signature, a voice mail box and anything else they need to do their job from the moment they arrive.
2/ Have a branded company package that includes: •
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Mission/Charter/Values
BrokerLogiQ | How to Onboard New Team Members Red Carpet Style
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Marketing and pr esent ati on sam pl es
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Value p r o p o s i t i o n
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Client and team testimonials
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Short bios, JROs and contact info for all key team members
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Communication schedule
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When meetings are held, who attends, what’s expected
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Signed copy of their contract, Policy and Process guidelines and detailed responsibility outline
3/ Wow them on day one! Idea: Have a fresh-fruit (edible) arrangement, flowers or gift basket delivered to them at the office to welcome them on their first day with a note that says, “To fresh beginnings, welcome aboard...” from (Team Name)
4/ Have a detailed training schedule prepared in advance.
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Individual, group and shadow training time with you or other members of the organization
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Group training calendar with dates/topics
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Weekly/bi-weekly one-on-one coaching session times
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CRM and technical skills training calendar
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Recommended educational courses with time frames
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Goal setting and business planning workshop times
BrokerLogiQ | How to Onboard New Team Members Red Carpet Style
SECTION 2 CULTURE, COMMUNICATION, TRAININ G
BrokerLogiQ | TEAM Workbook
“Outstanding people have one thing in common; an absolute sense of mission.” Zig Ziglar
Chapter 1
The Why and How of Creating a Corporate (Team) Charter A charter is an integral component of a team’s culture as it unites your team members together in a common mission, shared values and guiding philosophies. Your charter should represent who you are as a team or individual and reflect your workplace culture. There are three main points you need to cover to create a corporate charter. Remember, your corporate charter is different than your value proposition. Your value proposition is what you do for your clients, your charter is who you are and what you stand for when you are serving your clients. 1)
Creating your charter begins with the question; what is your purpose, vision and/or mission? This is your “WHY.” Why does your team in exist? Be honest in the creation of your “WHY” either as a team or an individual? Everyone on your team needs to unite around this purpose. Is your purpose to create a world class sales experience or change preconceptions about real estate by delivering an exceptional experience?
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BrokerLogiQ | The Why and How of Creating a Corporate (Team) Charter
2)
The second step is to identify your values. This is “Who you are.” Your core values are your fundamental beliefs that shape who you are as person, leader, and team. Your values are who you strive to be daily. What matters most to you? Do you value being honest, knowledgeable, dependable, humble? Are you lifelong learners, fun-loving, unique, empathetic?
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Finally, what are the principles or philosophies that help guide your daily decisions? Think about this question as ‘what you know’ or ‘what you have learned’. Inyour experience, what are statements you can make about you or your team that reflects what guides you. For example: “We can’t always do things right, but we will always do the right thing” or “We know our greatest opportunities often appear as challenges.”
When to Review Your Corporate Charter Creating a charter is a great step in identifying who you are, but it should not be simply completed and filed away. It should become a unifying central piece of your team culture. Your charter should be fundamental to your daily operations in the following ways: •
Discussed/reviewed in meetings
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Mentioned in listing or buyer presentations
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Visibly on your desk or the wall of your office as a reminder and for reflection
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When discouraged or unmotivated, allow it to guide you
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Discuss the actions of a team member as reflecting either positively or negatively on it.
Keeping your corporate charter in the forefront of your mind will not only help you stay committed and motivated in your business goals, but keep you satisfied and inspired with the work you do.
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BrokerLogiQ | The Why and How of Creating a Corporate (Team) Charter
BrokerLogiQ | The Why and How of Creating a Corporate (Team) Charter 3
Tips to Getting Started on Your Corporate Charter If you want to create a corporate charter, but are having trouble getting started, begin with this simple activity. Before you know it, you will have a corporate charter that reflects who you are and the culture of your workplace.
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1)
Have all members on your team review the corporate charter and reflect on the statements.
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Each week during your weekly meeting, assign one line to a member to discuss.
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During the meeting, have the person talk about that line, covering what they like and don’t like about the wording or sentiment.
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As a group, discuss the statement, then make changes to the line.
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Repeat this activity until you have reviewed and revised all statements in the RRI sample to reflect your team.
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You may want to add or remove lines in different areas. This charter is yours, so customize it!
7)
Discuss your charter often, as it is encouraged that you update your charter as you and your company grow.
BrokerLogiQ | The Why and How of Creating a Corporate (Team) Charter
Here is the sample charter to help get you started. OUR PURPOSE To provide our clients with an exceptional real estate experience. OUR VALUES •
We are fun-loving.
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We are giving driven.
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We bring significant value to the market place.
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We are creative.
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We are kind.
OUR PHILOSOPHIES •
We do what we say we are going to do, when we say we will do it.
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We don’t hire people; we invest in people who believe in what we do.
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We provide high touch service in the (city/your market) real estate market.
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We are educators.
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We are connectors.
WHAT WE KNOW •
We will not always do things right, however, we will always do the right thing.
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We are trusted advisors.
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Success is the continued effort to improve and grow each day.
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Happy clients, happy life.
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Happiness, health, and prosperity all wrapped in gratitude.
OUR PROMISE We promise to be true to our purpose and take consistent action in line with who we are being, our values, our practices and our principles. OUR VISION We are industry leading professionals who offer excellence to our clients and customers through leading and educating them throughout their home transaction experience.
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BrokerLogiQ | The Why and How of Creating a Corporate (Team) Charter
“You have a meeting to make a decision, not to decide on the question.” Bill Gates
Chapter 2
Communication: 4 Types of Meetings Communication is an essential component of successful real estate teams, and one of the best modes of communication is always face-to-face (meetings). Meetings are not limited to simply reviewing the progress and objectives of the company, they are opportunities to energize team members to achieve their goals, resolve conflicts, review process as well as give and receive feedback. Meetings also provide a regular opportunity to recognize the value of all members of the team while fostering feelings of belonging. Team leaders can use meetings as a platform to showcase leadership skills, by having regular meaningful interactions with the entire office staff. Here are 4 key meetings that all teams should host.
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One on one
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Huddles
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Weekly
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Year End or State of the Union
BrokerLogiQ | Communications – 4 Types of Meetings
One on One Meetings One on one meetings are necessary to keep lines of communication open and discover issues sooner than later. Your job is too listen more than talk, so stay focused on letting them solve their own issues by talking, rather than jump in to provide a solution (even if you feel you have a good one). This can be demotivating and does not empower your team member to solve issues on their owner. One on one meetings are also the place for Performance Reviews to help them understand exactly where they stand, what areas of improvement they need to work on, and to set goals for the next quarter. Here is sample Performance Review. (Following Pages)
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BrokerLogiQ | Communications – 4 Types of Meetings
Sample Performance Review
TE A M M E M B E R P E R F O RM A N C E R EV I EW
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Team Member Name:
Reviewed by:
Team Member Title:
Date of Last Review:
Performance Tracker #:
90 Day Review
Date:
Six Month Review
Completed by:
Annual Review
BrokerLogiQ | Communications – 4 Types of Meetings
RATING (TO BE COMPLETED BY TEAM MEMBER) Rate yourself on a scale of 1-10, 1 being the lowest and 10 being the highest possible score. 1. Level of energy and enthusiasm you bring to your environment 2. Accountability —do you do what you say you are going to do?
1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10
3. Level of commitment to RRi Charter
1 2 3 4 5 6 7 8 9 10
4. Overall happiness level at organization
1 2 3 4 5 6 7 8 9 10
5. Adaptability – responds to changing conditions, versatile
1 2 3 4 5 6 7 8 9 10
6. Resource and fiscal management – human capital, financial
1 2 3 4 5 6 7 8 9 10
7. Team player – flexible, good communicator, supportive
1 2 3 4 5 6 7 8 9 10
8. Attitude, takes ownership, positive outlook
1 2 3 4 5 6 7 8 9 10
9. Results-driven, gets stuff done/execution
1 2 3 4 5 6 7 8 9 10
10. Organizational skills—systems, detail, simplicity
1 2 3 4 5 6 7 8 9 10
11. Self-starter/Innovator – creativity, problem solver
1 2 3 4 5 6 7 8 9 10
12. Time management [ability to complete tasks on time/proper allocation]
1 2 3 4 5 6 7 8 9 10
13. Strategic thinker – sees the end result, avoids pitfalls, works with purpose
1 2 3 4 5 6 7 8 9 10
14. Communication skills with leadership, team members. associates
1 2 3 4 5 6 7 8 9 10
15. Ability to learn new skills, self-teach, troubleshoot
1 2 3 4 5 6 7 8 9 10
16. Overall competency level with current position
1 2 3 4 5 6 7 8 9 10
17. Computer or Technical Skills relative to current tasks
1 2 3 4 5 6 7 8 9 10
18. Planning – accurately estimates the time to do things
1 2 3 4 5 6 7 8 9 10
19. Negotiation – gains support for ideas, proposals, and solutions from others
1 2 3 4 5 6 7 8 9 10
Team Member: Identify any challenges or possible performance barriers that if changed may assist you in moving forward faster.
Identify specific aspects of your job you absolutely love and believe you truly excel at.
List specific aspects or responsibilities of your job you would prefer to delegate:
Share any other information you feel may be helpful in this exercise - your long-term goals, training and/or assistance required to help you reach your performance goals.
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BrokerLogiQ | Communications – 4 Types of Meetings
Identify your core strengths and specific areas of excellence:
Identify areas of improvement your direct report/leaders could do to assist you better in your role and/or overall fulfillment levels:
GOALS Please share your 1 year and 3 to 5 year goals in terms of your career. Where would you like to be in 1 year – what skills mastered, what tasks owned; 3 to 5 years – growth in your position, income etc.
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BrokerLogiQ | Communications – 4 Types of Meetings
PART IV ACTION PLAN (TO BE COMPLETED TOGETHER) Actions Required
Who
Dated Team Member: Team Leader:
Signature:
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Signature:
BrokerLogiQ | Communications – 4 Types of Meetings
Target Deadline
Huddles A huddle is when all team members gather briefly to talk about the successes of the previous day, the activities for the day ahead, any appointments scheduled and what is already planned for tomorrow. The end of the huddle should alwaysfocus on how the members are contributing to the success of the team. Team huddles should occur in the morning and last for approximately 5 minutes. It is important that huddles occur at a consistent time and location, and participation sho uld be mand atory. Huddles are important for fostering a sense of belonging to the team and highlight the daily tasks of the different team members. It promotes awareness of the success and struggles of the various team members. It is also a useful tool for setting an expectation for when all team members have to arrive at the office each day. What does a successful huddle look like? 1)
Daily 5-minute standing meeting.
2)
What were yesterday’s successes?
3)
4)
5)
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Deals
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Listings
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Admin
What 2 activities are we accomplishing today? •
Deals
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Listings
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Admin
What 4 appointments? •
Offers
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Showings
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Price reductions
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Listing/CMA’s
What do we have on tap for tomorrow? •
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Offers
BrokerLogiQ | Communications – 4 Types of Meetings
6)
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Showings
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Price reductions
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Listing/CMA’s
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Admin
How are we contributing to the success of the team?
Weekly Meet What does a successful weekly meeting look like? 1)
2)
3)
4)
5)
Corporate Charter •
This will help keep the team grounded in its core values
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Have one person each week responsible for picking a point on the corporate charter to discuss
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Have them review the charter point and comment if it fits the team (Charter points are normally written from team leaders point of view and may not fit the team as a whole)
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Have discussion from the whole team
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Modify point if necessary
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Assign someone else to be responsible for another point on Charter for next meeting
Team Goals •
Review total team goals; commission, ends, and listings
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Compare if Team is ahead or behind schedule
Individual Goals •
Review each Team members goal
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Discuss actions to get members back on track if behind
Focus on Weekly goals •
As a group determine how and where the next deals and listings are coming from to stay focused and on track for the week
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Review leads
Systems •
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Review the status of systems that are being worked on
BrokerLogiQ | Communications – 4 Types of Meetings
6)
Challenges •
7)
Open the floor up for challenges that may need to be addressed
Next meeting •
Set the next meeting
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It is recommended to have the team meeting at the beginning of the week to set the stage for the rest of the week
•
If during meeting it is decided that there are listings that require price reductions and/or buyers that require searches then the team now has all week to get it done and reach weekly set targets
Year End Meeting The end of the year is a logical time in any business to reflect as a team on what has happened that year, not just for the team business, but in the real estate industry nationally and internationally. This reflection energizes members to plan their vision for themselves and the team for the upcoming year…and beyond. An annual meeting is also the time to review last year’s numbers in detail and take action to set goals to improve performance next year. New goals should be set for the number of listings and buyers’ different agents will aspire to reach along with what new systems or activities administrative staff will complete. A review of the financials will also encourage the team to work together and update marketing strategies for the new year. Most importantly the year end meeting is a chance for the entire team to reflect on everyone’s production as well as listen to the success and concerns of each team member. To celebrate the cooperation and success of the team, end the meeting with a fun and relaxing social activity to unwind and prepare for the exciting year ahead. Awards and recognitions are also a great way to end the year. What does a successful year end meeting look like? 1)
14
State of the Union Address •
What happened this year?
•
Where do you want to go next year?
•
Where do you want to be 3-5 years from now?
BrokerLogiQ | Communications – 4 Types of Meetings
2)
Review in detail last year’s numbers
3)
Discuss what can be improved upon
4)
Work on next year’s budget
5)
Work on next year’s marketing plan
6)
Listen to each team member’s successes and concerns
7)
Review next year’s office requirements-computers, personnel training, etc.
8)
Breakdown next year’s goal
9)
•
How many listings
•
How many buyers
•
Systems or activities that will get you there
Wrap with any other business
10) Follow up with a social staff event
15
BrokerLogiQ | Communications – 4 Types of Meetings
“Talent wins games but teamwork and intelligence wins championships.” Michael Jordan
Chapter 3
7 Secrets to a Great Meeting
16
1)
Be Consistent: Hold team meetings at the same time, location and intervals for maximum attendance. Always have an organized agenda!
2)
Keep them Short: Shorter and faster is better. Keep meetings 60 minutes max in length depending on content.
3)
Location, Comfort and Visuals are Key: Make sure the environment is comfortable for maximum focus, learning and engagement. •
Choose a central, easy-to-get-to location (off-site or on-site)
•
Close blinds (to avoid distractions)
•
Use tables to allow for comfort when notes are being taken
•
Boardroom style or half rounds are great for synergy and brainstorming (classroom style works as well)
•
Play motivational/fun music as people arrive to get the energy up
•
Create a motivational quote deck to have on screen for before class and breaks
•
Have coffee/tea and water on hand (snacks are awesome!)
BrokerLogiQ | 7 Secrets to a Great Meeting
17
•
Use Power Point with graphs, visuals, and images – not bulleted text!
•
Audio-visual: Make sure everyone can see the screen clearly, audio levels are tested and that the acoustics in the room are conducive for group discussions
4)
Be Undisturbed: Commit to an undisturbed meeting environment. Have attendees leave their phones in a box/put phone on call answer.
5)
Create a Safe Environment: Focus on building people up. The safer the environment, the more interaction. Hand out coffee card or treats to people who answer questions or come up with great ideas. Always reward interaction!
6)
Encourage Participation and Interaction: Everyone has value to add and active participation by every team member is key to any successful meeting. Be aware of the extroverts in the room and make sure the introverts don’t get lost. Encourage everyone to speak.
7)
Create Strong Takeaways and Action Items: Never leave a meeting without an Action Plan and hold everyone accountable to their commitments. Check in with them.
BrokerLogiQ | 7 Secrets to a Great Meeting
“Appreciative words are the most powerful force for good on earth.” George Crane
Chapter 4
Administrator Training Starting a new job is exciting and terrifying all at the same time. Your job is to make them feel comfortable and valued from day one. Remember, don’t overwhelm with too much too soon. Developing human potential takes time. Be invested in their success!
6 Ways to Set your Administrative Assistant up for Success
18
1)
Create a clear and concise job responsibility outline.
2)
Include all responsibilities, even little ones.
3)
Add a clause that new responsibilities may be added at any time.
4)
Create a training schedule for your assistant’s first four weeks. This will give both of you a realistic guideline for how much information your assistant can absorb and in what time frame.
BrokerLogiQ | Administrator Training
5)
Have your new assistant document all the systems and processes they learn so that they have a training manual to refer to instead of calling you when they have questions.
6)
Schedule ongoing check-in’s every week for the first two months to give positive and constructive feedback.
Establish a Training Schedule in Advance In addition to having shadow time with existing staff, and predetermined weekly or biweekly one-on-one coaching sessions, it can be helpful for a new assistant to know what they will be trained on and when. Create a training schedule like the sample below to help keep your administrators training rolling along. 4 Week Training Schedule Example - For Assistants Week One •
Day One – Phones, emails, database training
•
Day Two - Proactive client care and handling incoming inquiries
•
Day Three - Maintaining the office, business tracking and file administration
•
Day Four - Using the MLS system
•
Day Five - Lead collection, distribution, response and follow up systems
Week Two •
Day One - Administration of new listings from start to finish (checklist)
•
Day Two - Client follow-up during transaction such as showings report
•
Day Three - Creating prelist packages, ads, promotions, flyers, and feature sheets
•
Day Four - Showing feedback system
•
Day Five - Handling signed purchase agreements with sellers and closing details
Week Three
19
•
Day One - Administration of new buyer clients
•
Day Two - Creation and maintenance of buyer packages
•
Day Three - Daily searches and client reporting
BrokerLogiQ | Administrator Training
•
Day Four - Client follow-up with buyer clients
•
Day Five - Handling signed purchase agreements with buyer clients
Week Four
20
•
Day One - Special event coordination and execution
•
Day Two - Client care surveys and testimonials
•
Day Three - Maintenance of testimonial binder
•
Day Four - Managing closing day gift programs/anniversary programs
•
Day Five - Coordinating referral gifts and DTU’s for customers
BrokerLogiQ | Administrator Training
Administrator Checklists One important strategy to help admin staff complete necessary tasks is to create a basic checklist for daily, weekly, monthly and annual responsibilities. The list can and should be updated so it reflects the current office environment. These checklists also provide a summary of your office practices. Each task on the checklist could have a sub checklist of its own, or a brief protocol statement, so it is known how the task is to be completed. Daily ☐ Check calendar for client birthday and/or anniversaries, write cards and mail ☐ Files prepared and available for meetings each day for Team Leader ☐ Check mail ☐ Review any statements online, print and file, or archive online ☐ Review seller & buyer checklists & take action ☐ Monitor email, social media outlets, and website submissions Weekly ☐ Print seller & buyer checklists for team ☐ File tour sheets into folders (Monday and Thursday or as needed) ☐ Print previous weekly sales for meeting (Monday) ☐ Create/organize open house packages (Monday and Friday) ☐ Marketing folder (advertisement payment summary & flyer mail walk spread as needed) ☐ Update tracking spreadsheet (Monday) ☐ Delete your old sent and deleted emails that are more than 90 days old ☐ Prepare Coaching Trackers and send to coach (Monday) ☐ Set up conference room for coaching ☐ Plan birthday and anniversary cards for upcoming week (Thursday) ☐ Post on Social Media (Monday, Wednesday, Friday)
21
BrokerLogiQ | Administrator Training
Monthly ☐ Update printer with list of current addresses for material ☐ Update one-sheets for current month into info packages ☐ Update spreadsheets and graph trends to compare last month and last year ☐ Pay source deductions; GST; HST; payroll – as per instructions from bookkeeper ☐ Update sales and listings graphs for monthly meeting (last Monday morning meeting of the month) ☐ Archive previous month of Google calendar and any relevant e-mails ☐ Ensure tracker is up to date for all agents ☐ Post new video on Social Media that reflects the month ☐ Update seasonal decorations in the office window Annually ☐ Have team submit vacation intentions (January) ☐ Schedule Realtor Toronto Events (July & November) ☐ Family Fun Day Event (February) ☐ Renew license on company vehicle ☐ Christmas cards (to be mailed out end of November) ☐ Christmas gift list for staff, clients & family ☐ Broker & agent(s) license renewals (every 2 years) ☐ Schedule end of year office meeting and celebration at venue
22
BrokerLogiQ | Administrator Training
Administrator Job Responsibilities When hiring, or thinking about hiring an administrative assistant, it is important to have a general idea what tasks the assistant would be responsible for. Below are 4 general areas where an unlicensed administrative assistant can complete tasks and help your office run smoothly. This general outline is a good starting point to help you create a personalized job responsibility outline.
Marketing •
Feature sheet preparation including property remarks and distribution, advertisement copy preparation and submissions – print and web
•
Coordinate new listing photography, video and staging services
•
Website maintenance and updates – check link daily for errors
•
Social Media Platform maintenance, promotions and updates
•
Prelist and buyer package updates, assembly and inventory control
•
Monitoring gift list/promotional items maintenance
Agent (Sales) Support •
Prepare CMA’s, prelist and buyer packages for appointments and coordinate delivery when required
•
Prepare listing appointment documents – as per checklist
•
Open house preparation and communication
•
Complete listing and buyer administration – as per checklist
•
Sale/purchase administration – condition follow up, obtain lawyer information, trade record details, send vendor/buyer letters obtain and record client feedback after agent showings
Customer Care •
23
Provide past and present clients with exceptional service, including:
BrokerLogiQ | Administrator Training
o
telephone/reception
o
direct calls/customer service
o
prequalify incoming callers as per scripts update and maintain automatic new listings email
•
Weekly client contact/update and showing feedback organizing
•
Client/community appreciation event(s)
•
Coordinate monthly contest/draw campaigns for newsletter
•
Maintain up-to-date client contact records in database, order closing gifts and coordinate delivery with agents
•
Prepare handwritten cards (thank you, home anniversary, birthdays)
•
Ensure purchase/sale documents are forwarded to appropriate parties (bank, lawyer) – same day of receipt
General Office
24
•
Office organization, efficiencies and maintenance of all equipment and supplies
•
Miscellaneous mailers, deliveries and errands (i.e. banking)
•
Database maintenance, computer and administrative tasks and email/website maintenance with IT assistance
•
Maintain all client files and filing system
•
Complete and submit trade records, commission statements and expense reports
BrokerLogiQ | Administrator Training
Sample: ADMINISTRATOR JRO
25
•
Management of CRM – keep it updated, manage and distribute daily prospecting and past client follow-up lists
•
Create feature sheets
•
Proactive client care
•
Client follow-up during transaction such as showings report
•
Office management including maintaining equipment, supplies, kitchen, and overall cleanliness of office
•
Maintain office forms and files
•
Creation and submission of ads
•
Ordering of signs and lock boxes
•
All administration of listings and purchases – including loading deals etc.
•
Updating of MLS (listings and contacts)
•
CMAs
•
Return pages during set shifts – including weekends
•
Some deliveries
•
Administer client care surveys and retrieve testimonials
•
Creation and maintenance of pre-list packages
•
Maintenance of testimonials
•
Organize the delivery of pre-list packages
•
Manage closing day gift or concierge program
•
Answer main reception inbound calls and distribute messages accordingly
•
Coordinate referral thank you
•
Attendance at weekly team meetings
•
Coordinate all marketing efforts
•
Newsletter
•
Emails/texting
•
Ongoing contact with past clients
•
Flyers etc.
BrokerLogiQ | Administrator Training
26
•
Just Listed/Just Sold notices
•
Website and Social Media maintenance
•
Calendars; updating and scheduling
•
Gifts; coordinating, purchase and delivery
•
Coordinate marketing strategies including Ads and benches
•
Home Show Tickets
•
Client appreciation events and team meeting coordination & execution
•
Other tasks and errands as they arise
BrokerLogiQ | Administrator Training
“Good checklists are precise. They are efficient, to the point, and easy to use even in the most difficult situations.” Atul Gawande, The Checklist Manifesto
Chapter 5
Increasing Productivity with Systems and Checklists In today’s competitive landscape, being good is no longer good enough. Consumer expectations continue to rise in our transparent, digital world and the only way to produce at a higher level, is with continuous improvement of process and systems. Simple, defined checklists, when followed, produce exceptional results for clients and leaders alike. Complicating a process or checklist is easy and it happens fast when any step or rule in the process changes. In most cases though, rather than revising the checklist when things change, new steps are added to the point where a checklist is often no longer useful.
28 27
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Good checklists don’t need to spell out everything detail. Instead choose task descriptions that serve as reminders of only the most critical and important steps –ones that even the highly detailed professionals using them could miss Making the complex simple, takes patience, skill and a laser sharp focus on continuous optimization of processes and checklists. As a benchmark, a leader will usually need to identify the non-negotiable steps of a key process. Next step is to allow your admin assistant to modify the checklist so they “own” it. Once everyone is in agreement with the process and checklist, the team makes a commitment to keep a checklist current, simple and followed.
The Advantages of Process and Checklists •
Peace of mind (frees your mind of minutia and detail)
•
Improved productivity for all team members
•
Consistency in your client experience (Macdonald’s)
•
Makes training easier for trainer and trainee
•
Motivates with visual progress
•
Makes delegation easier and smoother
Essential Checklists for Teams • •
Outgoing Lead Gen System Checklist (for each Lead Source)
Open House Checklist, Door Knocking Checklist
•
Incoming Lead Checklist (Referral, Telephone and Web)
•
Pre-Listing Appointment Checklist (CMA)
•
Pre-Buyer Appointment Checklist (Buyer Needs Analysis)
•
Post Appointment Checklist (Unsigned Listing)
•
Database Entry Checklist
•
Marketing Checklists (Each Marketing Strategy)
•
Buyer File Checklist (Conditional, Firm, Pre and Post Closing)
•
New Listing Checklist (From signed listing to post closing)
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Buyer Checklist: Conditional Offer Address:
Closing:
Seller:
Buyer:
Seller Lawyer:
Buyer Lawyer:
Step
Task
DRP
Start Date Begins on the day of conditional offer
1
Create Closing, File #, status pending showing
Agent
1
2
Do Trade Record, Referral Fee, photocopy, give to Deal Secretary
Agent
1
3
Prepare 2 copies of Waivers and put in file
Assistant
1
4
Put APS in Dropbox
Assistant
1
5
Send to Buyer Lawyer
Agent
1
6
Update Team Board
Assistant
1
7
Add Birthday Reminder to CRM
Assistant
1
8
Complete Sold Conditional Checklist
Assistant
1
9
Complete Offer Summary Document
Agent
1
10
Obtain waivers/amendments and hand in to Deal Secretary
Agent
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
File #
Date Completed
STATUS
Buyer Checklist: Firm Closing Address:
Closing:
Seller:
Buyer:
Seller Lawyer:
Buyer Lawyer:
Step
Task
DRP
Start Date Begins on the day of a firm offer
1
Record Number of Buyer Visits
Agent
1
2
Change contact type: Past Client Purchaser, Christmas Card, Newsletter, Calendar, Home Show Letter, Tax Letter, Skating, Thankyou Letter, Ice Cream, Back to School, Pumpkin
Agent
1
3
Assign Anniversary Plan
Assistant
1
4
Do CMA for anniversary letter
Assistant
1
5
Add Annual Gift List
Assistant
1
6
Complete closing plan, status pending firm
Agent
1
7
Obtain lawyer information, give to Deal Secretary
Agent
1
8
Put amendments/waivers in Dropbox
Agent
1
9
Send amendments/waivers to lawyer, give copy to Deal Secretary
Agent
1
10
Mail Letter w/APS, Utilities List, Letter w/Survey, S/A stamped envelope
Assistant
1
11
Enter closing date & requirements in calendar
Assistant
1
12
Update Team Board, Closing Calendar
Assistant
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
File #
Date Completed
STATUS
Buyer Checklist – Day of Closing Address:
Closing:
File #
Buyer: Buyer Lawyer:
Step
Task
DRP
Start Date Begins on closing day
1
Have flowers sent to buyer’s office day before closing with 3 business cards inside envelope (good luck tomorrow)
Assistant
1
2
On day of closing, deliver closing gift with cooler of cold drinks and/ or tray of wraps
Assistant
1
3
Ask clients if everything OK with house, check appliances and call if problems exist
Agent
1
4
One week after closing call to ensure that everything is OK and that they are settling in
Agent
7
5
Two weeks after closing send a movie gift certificate (now that the heavy lifting is over, relax and treat yourselves to a night out)
14
6
One month after closing call to see how things are going and to let them know I’ll be keeping in touch and if they need any referrals or have any questions to make sure they call me
30
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
Buyer Checklist: After Closing Address:
Closing:
Seller:
Buyer:
Seller Lawyer:
Buyer Lawyer:
Step
Task
DRP
Start Date Begins on closing day
1
Schedule date to send MarketingNewsletter
Assistant
1
2
Amend address/Add Client to Database
Assistant
1
3
Order flowers
Assistant
1
4
Add to Mailing Lists for Material and Invitations
Assistant
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
File #
Date Completed
STATUS
Buyer Checklist – Transaction Address:
Closing:
File #
Buyer: Buyer Lawyer:
Step
Task
DRP
Start Date Begins on the day of offer
1
Search for comps, send to clients and help them determine starting price for offer
Agent
1
2
Prepare offer
Agent
1
3
Get client’s signature on offer
Agent
1
4
Call listing agent to register offer and arrange time for presentation
Agent
1
5
Arrive at home 15 min prior to offer presentation
Agent
1
6
Introduce myself to seller’s agent and give business card
Agent
1
7
Give sellers background info on buyers
Agent
1
8
Negotiate offer
Agent
1
9
Once offer is accepted, ensure confirmation of acceptance is signed
Agent
1
10
Complete trade sheet and take to office
Agent
1
11
Record any Conditions
Agent
1
12
Copy of paperwork ready for office
Assistant
1
13
Book home inspector
Assistant
2
14
Call seller’s agent to book home inspection
Assistant
2
15
Give client copy of “What comes next”
Assistant
2
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
16
Prepare copy of any paperwork for client (fulfillment, waiver, amendment) and courier to client
Assistant
2
17
Enter in contact management system:
Assistant
2
• Call 3 wks prior to closing to see when they want to do revisit • Closing date-anniversary of sale/purchase yearly keep in touch • Reminder to order flowers to be sent 1-2 days before closing • Reminder to call client to ask if they want wraps, subs or pizza on moving day, a reminder to order them and verify moving date • Enter reminders to call 1 week after moving date Enter reminder to send movie voucher 2 weeks after moving day • Enter reminder to call 1 month after moving day 18
Deal with any problems that arise as a result of the home inspection
Agent
3
19
Complete any amendments as a result of home inspection or other conditions
Agent
3
20
Do revisit with client
Agent
5
21
Purchase closing gift $100.00 mall gift certificate
Assistant
5
22
Ask clients to complete survey and do video testimonial
Agent
5
Condition:
Condition:
Date for Removal:
Date for Removal:
Condition:
Condition:
Date for Removal:
Date for Removal:
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Pre-list or Pre-Appointment Phase Listing Checklist Address: Seller: Source of Lead:
Step
Task
DRP
Start Date Begins on the day an appointment is scheduled
1
Update all Seller contact info/source in database
Assistant
2
Send prelist video bio email
Assistant
3
Deliver Informed Home Seller Package by Courier
Assistant
4
Confirm the appointment 12-24 hours in advance
Agent
5
Prepare in-depth CMA (all applicable boards)
Agent
6
Prepare Listing Paperwork
Assistant
(a) Previous listing, property history, CMA (b) Working with a Realtor (c) Listing Agreement (partially filled in) (d) Board Data Information Sheets (all boards) (e) FINTRAC - Individual ID Record (f) Buyer Representation (g) Seller Property Information Sheet
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
7
Create Listing Presentation PPT or Print
Agent / Assistant
a) Market Watch or Board Statistic Reports b) Power Point Presentation c) Calculating Net Proceeds of Sale d) Sample marketing pieces (if applicable) 8
Perform High Energy Listing Presentation
Agent
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Post-Appointment to “Go Live” Phase Listing Checklist Address: Seller: Source of Lead:
Step
Task
DRP
Start Date Begins on the day of a successful appointment
1
Update database with all notes from Appointment
Agent / Assistant
1
2
Schedule Listing "Go Live" Day
Agent
1
3
Verify/proof all Listing Paperwork is complete
Assistant / Agent
1
4
Book staging consultation - add to calendar with f/u
Assistant
1
5
Book staging day - add to calendar with f/u
Assistant
1
6
Book photographer (after stager) - add to calendar f/u
Assistant
1
7
Install Lockbox
Stager / Assistant
1
8
Order Sign Up (coming soon rider) **check for underground wires**
Assistant
1
9
Book Agent Open House - add to Calendar with f/u
Assistant
1
10
Confirm Agent Open House date with client
Assistant
1
11
Prepare Property Remarks for listing and Feature Sheets
Assistant
1
12
Send Feature Sheets and Remarks to Client for Approval
Assistant
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
13
Copy original documents (confirm you have all needed, return originals)
Assistant
1
14
Create video tour, upload to YouTube - private status - have client review
Assistant
2
15
Confirm Sellers and Property are ready to "go live"
Agent
2
16
Prepare listing paperwork for broker loading
Agent / Assistant
2
17
Proof listing once loaded (verify lot size, virtual tours, map links, photos)
Agent / Assistant
2
18
Upload Listing # to Broker and Agent Website
Assistant
2
19
Set up Showing Feedback portal
Assistant
2
20
Email portal link, along with links to "live" listing(s) and instructions
Assistant
2
21
Add Listing to Facebook, Instagram, and Website
Assistant
2
22
Send Sellers updated competitive market listings or solds since appointment
Agent
2
23
Remove coming soon rider, print feature sheets (deliver)
Assistant
2
24
Schedule Public Open House date - get approval from sellers
Assistant
2
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Presentation to Post-Sale Phase Listing Checklist Address: Seller: Source of Lead:
Step
Task
DRP
Start Date Begins on the day an offer is presented
1
Offer Presentation
Agent
1
2
CONDITIONAL Sold: Record all condition waiver dates in calendar, satisfy
Assistant
1
3
Complete Trade Record Sheet and hand in all paperwork
Assistant
1
4
Confirm deposit cheque received (copy for file)
Assistant
1
5
FIRM: Waivers and Amendments received/handed in to front desk
Assistant
1
6
Update website with SOLD information
Assistant
1
7
Add SOLD with details to Tracker
Assistant / Agent
1
8
Send SELLERS congratulations gift (flowers, edible arrangement)
Assistant
2
9
Send SELLER EMAIL confirming sold firm details - include moving checklist
Assistant
2
10
Coordinate with Seller to pick up lock box, staging props
Assistant
2
11
Order SOLD Sign Rider Up
Assistant
2
12
REFERRAL SOURCE, notify referee that home sold firm (thank you etc.)
Assistant
2
13
Schedule Follow Up Calls 2 weeks and 2 days prior to move
Assistant
2
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
14
Coordinate moving day gift (boxes, lunch, moving labels etc.)
Assistant
2
15
Send link with Google Review Page
Assistant
2
16
Schedule 1 Day, 1 Week, 1 Month after closing calls
Assistant
2
17
Update database with new address/contact information
Assistant
Will Vary
18
Order SIGN DOWN - scan/store all file documentation on secure server
Assistant
Will Vary
19
Update database/add to Lifetime Referral System - Status Past Client
Assistant
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Seller Transaction Checklist Address:
Closing:
Seller:
Step
File #
Referred By:
Task
DRP
Start Date Begins on day offer
1
Notify seller of incoming offer and arrange time for presentation
Agent
1
2
Notify office of registered offer and time for presentation
Agent
1
3
Call all agents who have recently shown property
Agent
1
4
Arrive at client’s home 15 min prior to offer presentation
Agent
1
5
Review procedures and instructions for offer presentation
Agent
1
6
Greet and thank buyer’s agent (if present)
Agent
1
7
Explain Confirmation form and review offer with clients
Agent
1
8
Ask clients if they have any questions
Agent
1
9
Ask buyer’s agent for clarification if necessary (i.e. are they prequalified, clarify any conditions, is closing date flexible, etc.)
Agent
1
10
Ask buyer’s agent to wait outside
Agent
1
11
Review/amend price, closing date, conditions, etc. as necessary
Agent
1
12
Call in buyer’s agent to review
Agent
1
13
Once offer is accepted, ensure confirmation of acceptance is signed
Agent
1
14
Notify office of conditions and date for removal of conditions
Agent
1
15
Copy of offer to clients
Agent
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
16
Complete trade sheet and take to office
Agent
1
17
Ensure deposit is received
Assistant
2
18
Ask clients to complete survey and video testimonial
Assistant
2
19
Give client copy of “What comes next” and copy of all paperwork
Assistant
2
20
Send out “JUST SOLD” postcard
Assistant
2
21
Mark as SOLD on website, & Real Estate Book
Assistant
2
22
Gift to referring person
Assistant
2
23
Arrange for revisit as applicable
Assistant
2
24
Arrange for removal of sign 2 weeks after sold clip was put
Assistant
2
25
Closing gift purchased, $150.00 mall gift certificate
Assistant
2
26
Add moving date to contact management system-keep in touch, anniversary of sale
Assistant
2
27
Handle any demands from buyer as a result of home inspection
Agent
4
28
Complete any amendments as a result of home inspection or other conditions
Agent
4
29
Ensure all fulfillments, waivers are received prior to null date
Agent
4
30
Acknowledge all fulfillments, waiver and amendments
Agent
4
31
Send fulfillments, waivers and amendments to office
Agent
4
32
Give copy of any paperwork to client
Agent
4
33
Put sold clip on sign
Agent
4
34
Have flowers sent to seller’s office day before closing with 3 business cards inside envelope (good luck tomorrow)
Assistant
Will Vary
35
Deliver closing gift
Agent
Closing Day
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Open House Preparation Checklist Address:
File #
Seller:
Step
Referred By:
Task
DRP
Start Date Begins on before Open House
1
Confirm open house dates and times with Sellers
Agent
1
2
Send Preparing for an Open House email to Seller
Agent
1
3
Place Open House rider on For Sale sign
Agent
1
4
Place advertisement in local paper
Assistant
1
5
List on appropriate local websites
Assistant
1
6
List on local board website
Assistant
1
7
Post on Social Media websites
Assistant
1
8
Post on business website
Assistant
1
9
Email Seller links to all ads and/or to include in call list of neighbours
Agent
1
10
Print Open House Registrations Forms
Assistant
3
11
Print Feature Sheets with colour pictures and neighbourhood amenities
Assistant
3
12
Copies of the MLS listing
Assistant
3
13
Financing Information (provided by preferred financing affiliate)
Assistant
3
14
MLS – recent area sales
Assistant
3
15
MLS – current area listings MLS – comparable properties
Assistant
3
16
Prepare Open House Package as per ship list
Assistant
3
• Professional pens for registration • Promotional materials • Children’s activities • Copies of Pre-listing and Buyers Packages • Business cards and professional business
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
Event or Party Checklist How to Plan for the Event Step
Task
DRP
Start Date Begins one month before event
1
Get posters printed with list of all sponsors
Assistant
1
2
Get invitation postcards printed with list of all sponsors on back
Assistant
1
3
Blog about event
Assistant
1
4
Send out invitations to clients and community
Assistant
1
5
Drop off posters to sponsors, community supporters, etc
Assistant
1
6
Door knock in community to invite people
Assistant
1
7
Rent bouncy castle
Assistant
1
8
Book Petting Zoo
Assistant
1
9
Arrange for tent rental in case of rain (if required
Assistant
1
10
Photographer
Assistant
1
11
Invite local papers to cover event
Assistant
1
12
Get prizes donated
Assistant
1
13
Get high school kids as volunteers to sell raffle tickets, do face painting, hand out water (Have form to sign for volunteer hours)
Assistant
15
14
Print out ballots for draws
Assistant
10
15
Get ballot boxes ready and sign to list sponsors
Assistant
10
16
Print signs for donations for each activity
Assistant
10
17
Print signs “This way to the event/party”
Assistant
10
18
Take video of event
Assistant
30
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
19
Post video and pictures on social media sites
Assistant
30
20
Post video on website
Assistant
30
21
Send out thank you cards to attendees, and sponsors
Assistant
31
22
Award prizes
Assistant
31
23
Send out postcards to community, great event, pictures, sponsors
Assistant
31
What to Bring to Party/Event
Step
Task
DRP
1
Directional Signs
Assistant
2
Banners
Assistant
3
Branded Water Bottles
Assistant
4
Camera and tripod
Assistant
5
Blank paper
Assistant
6
Black marker
Assistant
7
Tape
Assistant
8
Zip ties
Assistant
9
Scissors
Assistant
10
Raffle sign
Assistant
11
Jars for donations with signs inside (for charity of your choice)
Assistant
12
Cash float ($5.00 x 10 and $10.00 x 5)
Assistant
13
Ballots
Assistant
14
Pens
Assistant
15
Business cards
Assistant
16
$15.00 gift card for Tim’s/Starbucks in thank you card for volunteers
Assistant
Date Completed
BrokerLogiQ | Increasing Productivity with Systems and Checklists
STATUS
Referral Checklist Referred name:
Address:
Referred to:
Address:
Phone:
Email:
Step
Task
DRP
Start Date
1
Send thank you card with gift card enclosed
Assistant
Day you receive the referral
2
Just keeping you in the loop” note with movie ticket package
Assistant
Day you meet with potential client
3
Send “Thanks for thinking of me and it was a pleasure working with ” note.
Assistant
Day agreement is signed
4
Enclose $100.00 mall gift certificate or appropriate gift
Assistant
Day deal closes
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
Builder Checklist Address:
File #
Buyer:
Builder:
Buyers Lawyer:
Builders Lawyer:
Getting Started Step
Task
DRP
Start Date Begins on the day contract is signed
1
Contracts emailed to Builder for Signing
Agent
1
2
Property Broker Loaded
Agent
1
3
Listing emailed
Agent
1
4
Sign Ordered
Assistant
1
5
Paperwork to Front Desk
Agent
1
6
Listing on Website
Assistant
1
7
Listing in Top Producer
Assistant
1
8
New Listing Sheet
Assistant
1
9
Lockbox Secured
Agent
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
Offer Checklist Step
Task
DRP
Start Date Begins on the day of an offer
1
Trade Record Sheet
Assistant
1
2
Deposit Check
Assistant
1
3
Paperwork Prepared and Signed
Assistant / Agent
1
4
Top Producer Closing Updated
Assistant
1
5
Condition Date Recorded
Agent / Assistant
1
6
Lawyer info requested
Assistant
1
DRP
Start Date
Date Completed
STATUS
Date Completed
STATUS
Condition Removal Checklist Step
Task
Begins on the day conditions are removed
1
Paperwork Updated
Agent
1
2
Top Producer Closing Updated
Assistant
1
3
Update Website
Assistant
1
4
Possession Date in Calendar
Assistant
1
5
Paperwork to Builder
Agent
1
6
Money List Pending to Firm
7
Order Sign Down
1 Assistant
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Possession Checklist Step
Task
DRP
Start Date Begins on the day contract is signed
1
CRM Closing Updated
Assistant
1
2
Website Updated
Assistant
1
3
Thank you Card and Gift Card mailed
Assistant
1
BrokerLogiQ | Increasing Productivity with Systems and Checklists
Date Completed
STATUS
POWER SCRIPTS & DIALOGUES
BrokerLogiQ | TEAM Workbook
Table of Contents Lifetime Referral System Scripts Database Contact | First Call Apology
2
Database | Ongoing Communication
3
1 Day, 1 Week, 1 Month Post-Sale Service
4
Strategic Alliance | Introduce Call
5
Prospecting Scripts Just Listed/Just Sold | Telephone or Door Knocking
6
Door Knocking | Buyer for the Area and Close for Appointment
7
FSBO | First Contact
8
FSBO | Onsite Inspection
9
Lead Follow-Up | Listing Lead
10
Lead Follow-Up | Open House
11
Buyer Call In | Setting An Appointment
12
Buyer Appointment Objection Handlers
13
Buyer Prequalification Questions
18
Seller Prequalification Questions
19
Close for Listing Appointment
20
Close for Buyer Appointment
21
Face-to-Face Presentation Buyer Presentation (In Person)
22
Listing Presentation (In Person)
25
Close for Listing Paperwork
29
Listing Appointment Objection Handlers
30
Customer Service Scripts Listing Price Adjustment (Reduction)
33
Showing Feedback
35
New Listing Client | Overview of Process
36
New Buyer Client | Overview of Process
37
BrokerLogiQ | Power Scripts & Dialogues
1
Database First Call Apology [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Educate •
Hi it’s with . I wanted to give you a quick call to apologize for not staying in touch and more importantly to let you know about some exciting things happening in my real estate business.
•
My ultimate goal is to become an invaluable real estate and homeowner resource database. I am excited to provide such services as a complimentary market update, preferred client update (or e-newsletter) with homeowner tips and trends, information on current market statistics, and a comparative market analysis report for your home on an annual or semi-annual basis. (Option: I have also launched a new section on my website dedicated to providing you with the highest quality homeowner resources complete with exclusive discounts and customer specials.)
•
Does this sound like something of interest to you? Excellent, I will get you started right away. You will start receiving this in the mail from next month. OR Excellent, can I confirm your email address so you can start receiving our e-newsletter right away? You will receive a confirmation link in the first email for you to confirm your email address and give permission for us to email you. Simply click the link and your newsletters will arrive.
Qualify •
I am dedicated to providing the highest level of service and expert real estate advice to anyone thinking of buying or selling in your market area. I know real estate can be very stressful and my job is to help demystify the process and provide buyers and sellers with key market information and expertise that will help them make an educated decision with what is, in most cases, their most valuable asset.
•
I was wondering... do you know someone considering buying or selling real estate in the next few months and may need some advice? A friend, relative, or someone from work? Excellent, thank you. OR No problem, keep me in mind if someone pops up. I would love to help in anyway I can.
Get Permission to Communicate •
One last thing, would you mind if I stayed in touch with you every few months or so to keep you informed of any market changes and of course answer any real estate questions you may have at that time? Fantastic. What is the best way for me to stay in touch? Email, telephone, text message, Facebook, mail? (RECORD)
Profile •
Fantastic – can I just confirm a few contact details for my records? (RECORD) I look forward to speaking with you again in the next few months. In the meantime, if you have any questions or know of someone thinking of a move, please feel free to contact me anytime.
BrokerLogiQ | Power Scripts & Dialogues
2
Database OnGoing Communication [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
Hello, this is
with
.
Open every conversation with something of value and/or real-time information about changes in the real estate market that is relevant to them: There have been a number of homes selling in your area recently. Are you curious to know what they sold for? Would you like me to email you copies of the listings? Other examples of reasons to call: To provide key real estate information - average sales price up or down Average number of days on the market Interest rate news Value added ideas or opportunities Invite to an upcoming Customer Appreciation event Birthday, anniversary (of the purchase of their new home) or congratulating a milestone New store opening or upcoming community event One sheets (consumer articles) •
Have you been receiving our Preferred Client Update or e-newsletter? Excellent.
•
Are there any questions you have regarding the real estate market, or any real estate needs we can help you with right now?
•
I also thought I would check in to see if you know of anyone who might be considering a move over the next few months?
•
It was a pleasure speaking with you today, please keep us in mind for any real estate needs you or someone you know may have. It is our pleasure to help.
BrokerLogiQ | Power Scripts & Dialogues
3
1 Day, 1 Week, 1 Month Post Sale Service [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
1 Day And 1 Week After Closing Call •
Hello
, this is
with
.
•
I wanted to give you a quick call to say thank you for the opportunity to serve your real estate needs. I also wanted to check in, just in case any challenges or concerns came up regarding your new home (or sales transaction) that I might be able to help you with.
•
Excellent. If anything does come up, please don’t hesitate to call. We are here to help.
30 Day Call – Buyer •
It’s been just over 30 days since your move, and I wanted to let you know I am still in touch with the seller. Have any questions or concerns popped up since our last call that I can assist you with?
30 Day Call – Seller •
It’s been just over 30 days since your move and I wanted to ask, have any questions or concerns popped up since our last call that I may be able to assist you with?
Continue For Buyer Or Seller Clients •
My job as your real estate advisor is more than just helping you buy or sell a home. It’s making sure that you are kept informed of what’s happening with your investment long after the sale is done as well as provide you with value-added homeowner information.
•
I offer a complimentary Preferred Client Update newsletter (or e-newsletter) with key real estate information and homeowner articles. Is this something you would be interested in receiving? Excellent.
•
I want to thank you again for the opportunity to serve your real estate needs. I will be in touch every few months or so to answer any questions you may have. In the meantime, should you hear of anyone thinking of a move, please keep us in mind, we would be happy to assist in any way we can.
If anyone gives you a referral, send them a hand-written thank you note or a small gift. Schedule a follow-up call for every 60 - 90 days.
BrokerLogiQ | Power Scripts & Dialogues
4
Strategic Alliance - Introduction Call [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
My name is
and I am a real estate sales professional with
•
Your name was given to me by and your services came highly recommended. You had done some work for them this past year and they were extremely happy with your services.
•
I was wondering if you’d be interested in growing your business with more referrals? I am implementing a value-added homeowner resource directory this year as part of my business strategy and want to provide my buyers, sellers and past clients with information and links to exceptional local businesses.
•
My goal is to become a homeowner’s one-stop resource for the highest quality services for their home and real estate needs.
•
Would you be interested in meeting with me to talk about this relationship?
BrokerLogiQ | Power Scripts & Dialogues
.
5
Door Knocking or Telephone Just Listed/Just Sold [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
Hi
, this is
with
.
Just Listed •
The reason I’m calling (or stopping by) today, is that we just listed a home for sale in your area. I know quite often you drive by the signs and if you’re anything like me, you’re probably curious as to what they are listed for. So, I thought I would give you a quick real estateupdate on what’s happening right here in your area. How does that sound? Give them the address, details, and price of the new listing(s).
•
Would you like to receive a copy of the listing?
•
There seems to be a lot of interest in your area right now... I’m curious, do you know of anyone who might be interested in moving to your area?
•
As I said earlier, many people are curious when homes become listed in their area, would you like me to email you copies of any new listings as they come up so that you know the asking price?
•
If yes… have a sheet or card they can fill out to capture their contact information.
•
Are there any other questions you have regarding the real estate market that I might be able to answer for you?
•
Thank you for chatting with me today, please take my number/card and should you know of anyone that might be interested in moving to your area or if you have any questions or real estate needs, call me anytime. Have a great day.
Just Sold •
There have been a number of homes sold in your area recently and I was wondering if you would like to receive a complimentary Valuation of your home?
BrokerLogiQ | Power Scripts & Dialogues
6
Door Knocking [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Buyer for the Area (Use only if you have a buyer in the area) •
Hello, this is
with
.
•
I specialize in selling homes in your area and I am working with a buyer who is looking for a home in your area.
•
I was wondering... do you know of anyone that might be interested in selling their home in the next few months?
•
There has been a lot of interest in your area lately. Have you thought about moving at all? (If they say no, move on to next house, if yes, continue.)
•
If we could get your home sold at the right price and achieve a closing date suitable to you, would you be interested in selling?
Close for Appointment •
Commission is negotiable and I assure you I am competitive. If you have 20 minutes to meet with me, I’d be happy to discuss my services as well as some strategies on how I can help maximize your bottom line. I can promise it will be time well spent and even if you choose not to work with me, you’ll at least walk away with some new ideas on how you can sell your home for top market value. How does that sound?
•
Excellent. Let’s set up a time to get together so I can take a look at your home and see if it would be a good fit for our buyer.
•
I have an opening in my schedule at would work best for you?
or
BrokerLogiQ | Power Scripts & Dialogues
. Which
7
FSBO First Contact [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Specialist in the Area •
Hello, this is
•
I specialize in selling homes in your area and I noticed your sign/ad.
•
Is your home still available or have you sold it?
•
Owner: Yes, it is still available.
•
As a specialist in your area, I work with a number of buyers who are looking in this area and like to stay on top of what’s happening in your area. Would you mind if I asked you just a few questions? 1. 2. 3. 4. 5.
6.
with
.
When your home sells, where will you be moving? If a buyer was to come along today, what sort of closing date are you looking for? How much are you asking for your home? How long have you been trying to sell your home yourself? If you’re like most private sellers, you probably have a time frame in mind as to how long you will try selling your home on your own? Do you know when you may be considering the services of a real estate sales professional for the sale of your home? Would it be okay if I kept your home in mind for any buyers that I am working with?
Inspection • •
With homes on the market, it helps if I know more about what makes your home attractive to a buyer. To do this, I’d like to have a quick look at your home, no sales presentation, just a quick inspection.
•
I have an opening in my schedule at or . Which would work best for you? While I’m there I would be happy to share some ideas on what I do to get homes sold. That way you can compare what I do to what you’re doing and it may give you a few more ideas to try.
•
Owner: No, it is sold. If the owner has sold, remember having information that is not easily accessible can be an asset on listing presentations especially if a FSBO sells for less than market value and in a longer period of time. If the owner is willing, discover what you can about the property - sale price, how long it took, who bought it.
•
•
Congratulations, that must be a huge relief. I appreciate how stressful selling a home can be. As a specialist in your area, I like to stay on top of the real estate market trends and anomalies. May I ask, what was the price you sold your home for? I am also wondering, how long did it take you to sell?
•
I sincerely appreciate your time today
, and best of luck on your move.
Voice Mail Script •
Hello , it’s calling from . I’m calling today because I specialize in selling homes in your area and I noticed your sign/ad. I have a couple of important questions I was hoping to ask about your home and I would love it if you could call me back at .
BrokerLogiQ | Power Scripts & Dialogues
8
FSBO Onsite Inspection [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
When you arrive, ask the owner to walk you through the house and have them pretend you’re a perspective buyer to get you acquainted with their home. Suggest that if you come across a buyer, you will be happy to bring them through. Gain all the information that a buyer might want to know: permits, warranties, inclusions, timelines, offers, open houses, etc. Reconfirm the answers to the questions that you asked on the phone or get the answers now. Develop rapport by asking questions about the home and their move. At some point during the visit, discover how they determined their asking price.
Script - Determining the Price •
As I know you have experience, there are a lot of factors that go into determining an asking price for a home, and I was wondering how you determined your asking price. Often the price that a seller is asking is not the same as the price that they are willing to sell it for. Do you have an idea of what you want to net out of the home? Note: Don’t press the point if they are not willing to disclose that. You are developing rapport only. Ask to keep any information brochures that they have on the home.
Power Questions •
Mr./Mrs. Seller, may I ask if we had a qualified buyer willing to pay a price that was acceptable to you, would you be open to accepting such an offer through our company?
•
If you felt that you could achieve a higher sale price, in a shorter period of time and with fewer challenges by doing business with us, would you consider us for the job?
•
If you felt that you could net an additional $1,000 - $ you for the sale of your home, would you do so?
by having me represent
On the Way Out the Door, Ask Two Questions: •
If I had buyers in my car on Saturday morning who wanted to see your home, would you be comfortable with me knocking on the door for them to have a quick look?
•
Also, would you be comfortable paying a commission if your home was a good fit for my clients?
BrokerLogiQ | Power Scripts & Dialogues
9
Listing Lead Follow-up [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
Hi
, this is
with
.
•
Back on (date)
•
At that time, you mentioned your time frame was
•
I wanted to give you a quick call to follow up. Are your plans still the same?
•
As I said on our last call, I specialize in selling homes in your area. Let’s set a time to get together so I can take a look at your home. While I’m there I can share some ideas on how I can get your home sold.
•
I have an opening at
you mentioned you might be interested in (Repeat their plans).
or
(repeat).
. Which would be better for you?
To determine if they are a lead, they must be able to answer the following questions: •
Where will you be moving to?
•
When would you like to be moved by? (If they don’t have a where or when, ask, “Why are you considering moving?”)
•
When would you like to list your home for sale?
•
Will you consider me for the job at the time? OR You would like me to handle the sale, is that correct?
BrokerLogiQ | Power Scripts & Dialogues
10
Open House Lead Follow-up [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
Hi , this is yesterday at the open house on 123 Any Street.
with
•
I wanted to give you a quick call to follow up and make sure I answered all your questions about the home. Is there any additional information you would like on the home?
•
Mr./Mrs. , I am so glad you stopped by the open house and I was hoping you could provide me with your thoughts on the home. Was there anything specific that appealed to you? Anything that didn’t appeal to you about the home?
•
I was wondering what brought you to the open house? (Listen for answer i.e., the yard lookedbig, I like the area). Repeat it back. So you came because it had (feature), but (feature) doesn’t work for you, is that correct?
•
I know of a few properties recently listed that have BOTH those features. Would you be interested in learning more about them?
•
Excellent, let’s set a time to get together and review all the homes currently for sale in your price range and criteria. I have an opening at and . Which would work best for you?
BrokerLogiQ | Power Scripts & Dialogues
. We met
11
Buyer Call in | Setting an Appointment [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Buyer: I Just Want To See The Home. •
We would be happy to show you this home.
•
Before we do, may I take a few minutes to explain how we work and how we have helped many home buyers in the past find their dream home at extraordinary prices.
•
Normally when we show buyers a home that they called on, it is rarely the perfect home for them. In fact, only % of callers actually buy a property they called about. (Research and know these statistics)
•
In the interest of saving you time and money, we offer a complimentary home needs analysis to understand exactly what you are looking for and to best match you with your ideal home. We also go over what’s happening in the real estate market right now to help you make informed buying decisions.
•
Would you like to go ahead and schedule a time for your home needs analysis? Excellent. I have an opening or , which works best for you?
BrokerLogiQ | Power Scripts & Dialogues
12
Buyer Appointment Objection Handlers [13/5] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 1: Can you just email the information on the home? •
If that’s what you would prefer, of course I can email you the listing information. However, you may want to consider how much time you could save by reviewing ALL the homes for sale that meet your criteria.
•
I do specialize in this particular area and have inspected all the homes for sale. I could save you countless hours previewing homes that may not be what you are looking for. Would you like to save some time and go over each home for sale to identify which ones are really right for you? (If Yes) Great let’s set a time to get together to review the current homes for sale and at that time, I can show you exactly what I do to help buyers find their perfect home at the best possible price. I am available at or , which one works best for you? (If No) I understand. Would it be helpful to you if I set you up on our automatic Home Match System? It ensures you receive the newest listings that meet your price range and criteria as soon as they come out.
•
Great! Let’s take a moment to discuss your “must have’s” and I will get you set up today. I will call you on at to make sure you are receiving them.
BrokerLogiQ | Power Scripts & Dialogues 13
Buyer Appointment Objection Handlers [14/5] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 2: We’re just starting the process and not sure what we’re looking for. •
I can help with that - I would be happy to send you our Informed Buyer’s Guide. It’s brimming with great information on what steps are most important when buying a home. Would you like me to send you this guide? Great! What address should I send it to? I will follow up on to make sure you received it.
at
•
, as you are just starting to consider buying a home, do you mind me asking if you’ve been preapproved for a mortgage yet? , I do recommend this be your first step. Before you begin looking for a home, it’s important to know how much you are comfortable spending. When you do find your dream house, you’ll have an easier time negotiating knowing everything is in order. Best of all, if interest rates rise, you’ll get the benefit of having locked in a lower rate. Sound good?
•
Would you like me to forward you contact information for some of the local mortgage representatives our clients have used and recommend?
•
Great. I’ll follow up at
to make sure you received the information.
BrokerLogiQ | Power Scripts & Dialogues .
14
Buyer Appointment Objection Handlers [15/5] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 3: We’re not Interested in seeing homes with anyone other than the listing agent. •
Do you mind me asking why?
•
(Buyer) I think we can get a better deal by purchasing a home with the listing agent because they can reduce their commission.
•
, it’s not uncommon for home buyers to think this, and you are correct, some agents may offer to reduce their commission to get the home sold. However, I would like to show you a different perspective that may save you even more money in the long run. May I explain? (If Yes - Explain Agency) When a listing agent shows the home, they have a legal obligation to work in the seller’s best interest at all times. What this means is that the listing agent is not obligated to disclose any market information that would be harmful to the seller, such as what similar models have sold for in the past and they can even disclose information on yourself that may not be in your best interests. Buying a home is a big deal, and your interests must be protected equally as much as the sellers.
•
, I pride myself on finding the right home for my buyers, at the right price. Your best interests come first and foremost. I’d love to show you some homes and explain to you how I can accomplish this for you. How does that sound?
•
Excellent. I am available at best for you?
and
BrokerLogiQ | Power Scripts & Dialogues
, which one works
15
Buyer Appointment Objection Handlers [16/5] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 4: Another agent is willing to give us part of their commission. •
, I can certainly appreciate that every dollar counts especially with such a major purchase, however, may I share with you a couple of factors you may want to consider first?
•
Have you considered that a sales professional who is not able to negotiate his/her own commission, may not be the best qualified sales professional to negotiate the purchase price of your most valuable asset?
•
On average, I negotiate % less than asking price for my clients. On a $400,000 house, this equates to a $ reduction. With my extensive market research and expert negotiating skills, you can rest easy knowing you will achieve the best purchase price possible.
•
When someone invests in my services, their return on the investment more than compensates for any reduction in commission but equally as important, they have the added comfort of knowing they made a well-informed and well-valued purchase.
•
Would you like to go ahead and set a time to get together to go over the value I can bring to your home purchase?
•
Excellent. I have an opening in my schedule at would you prefer?
BrokerLogiQ | Power Scripts & Dialogues
or
. Which
16
Buyer Appointment Objection Handlers [17/5] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 5: I Want To Wait Because I Think The Market Will Go Down. •
I understand, many people have this concern. I wish I knew for certain where the market is headed but the truth is, no one knows for sure. There are, however, other factors you may want to consider when deciding when to purchase:
•
If you are renting right now, how much more money will you spend hoping for the market to go down? (Compare buying vs. renting)
•
Interest rates are at an all time low – if you wait to buy a home in hopes of a price decrease, you risk an interest rate fluctuation that could end up costing you much more than any potential decrease in housing prices.
•
MOVE UP BUYERS If the market goes down, so does the asking price of your current home. What you make up for in savings in buying may be lost in the sale of your own home by waiting.
•
Given these factors, does this change your mind about purchasing a home in the near future if the right one came along?
•
Okay then, would you like to go ahead and set a time to get together to go over how I can help you find your perfect home at the best price?
•
Excellent. I have an opening in my schedule at Which would you prefer?
BrokerLogiQ | Power Scripts & Dialogues
or
.
17
Buyer Prequalification Questions [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
The Primary Goal Of These Questions Is To Discover Motivation •
Is this home within your price range?
•
How long have you been looking for a home?
•
Are you familiar with the area?
•
Have you had a chance to see many other homes?
•
Have you seen any homes that you like?
•
What has been the hardest part for you in finding your next/new home?
•
Are you working with any other agents?
•
Have you been preapproved for a mortgage?
•
Do you have a house to sell?
•
Do you mind me asking why you are moving?
Online •
Do you do most of your house hunting online? Is it more convenient for you?
•
What is your biggest challenge about looking for homes online?
•
Have you heard of the Home Match System?
•
Would receiving new listings automatically to your inbox make things easier for you?
•
Have you been looking very long for a home?
Looking For A While •
Are you having challenges finding the right home?
•
If you don’t mind me asking, why haven’t you purchased a home yet?
•
What specific features are you looking for in a home?
•
What features are important to you in an area?
•
Are you purchasing the home on your own or is anyone else involved?
•
When do you hope to be moved by?
BrokerLogiQ | Power Scripts & Dialogues
18
Seller Prequalification Questions [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
The Primary Goal Of These Questions Is To Discover Motivation •
I was wondering, how did you come to call me today? (If it is a call in)
•
Do you know where you would like to move to?
•
When do you want/need to be moved by? (If no, “where” or “when” then ask “why” are you moving?)
•
How long have you lived at this address?
•
Was this the last time you bought or sold real estate?
•
Are you familiar with real estate prices in the area?
•
Do you have an idea as to what your home is worth?
•
Have you tried selling your home before?
•
Besides yourself... is there someone else who owns the home with you?
•
Will he/she/they be there when we get together?
•
Do you know what you’re looking for in a real estate professional?
•
When we get together, if what I say makes sense and you feel comfortable and confident that I can sell your home, are you prepared to move forward? If not, may I ask why?
•
Can you tell me a little bit about your home?
BrokerLogiQ | Power Scripts & Dialogues
19
Close For Listing Appointment [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
I’m looking at my calendar and I have an opening tomorrow at 1:00 pm or would Friday at 3:00 pm work better for you? (Give them options, don’t ask for options)
•
I’m going to send you my Informed Seller’s Guide to introduce my services and myself a little better. I will also include a note confirming the date and time of our appointment.
Question | Objection from potential seller: •
(Seller) What is your commission rate?
•
(Agent) Commission is negotiable and I assure you I am competitive. I’ll be happy to discuss the different options available to you as well as some strategies on how to put more money in your pocket when we get together. I can promise it will be time well spent.
•
(Agent) One last thing, there is a form in the Seller’s Guide titled “The 10 Best Features of My Home.” Would you mind taking just a few minutes to complete this form before our meeting?
•
Great, thank you. See you Friday.
BrokerLogiQ | Power Scripts & Dialogues
20
Close For Buyer Appointment [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
I’m looking at my calendar and I have an opening tomorrow from 1:00 pm until 2:00 pm or would Friday from 3:00 pm until 4:00 pm work better for you? (Give them options, don’t ask for options)
•
I’m going to send you my Informed Buyer’s Guide to introduce my services and myself a little better. I will also include a note confirming the date and time of our appointment.
•
One last thing, there is a form in the Informed Buyer’s Guide I am sending titled “5 Must Have’s and 5 Things I Cannot Have in My New Home.” Would you mind taking just a few minutes to complete this form and review this package before our meeting?
•
Great, thank you. See you Friday.
BrokerLogiQ | Power Scripts & Dialogues
21
Buyer Presentation
[22/3]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
Thank you for meeting with me today. Are you as excited as I am to see some houses?
•
Before we leave, there are just a few things we need to go over. Can we agree that our goal is to get you the best house for your needs at the best price? Excellent. I’ve put together a package to explain how we are going to do this. Let’s take a moment to go over the most important documents.
Working with a REALTOR® Brochure •
This brochure is not a contract, but as a real estate professional, I am obligated to review the different types of representation with you. More importantly, I want you to be aware of how we can ensure you receive the best personal service and the best price!
Seller Representation •
, every house we will view today will be under contract. The seller will have a contract with the listing brokerage, and the listing agent must always do what is in the best interest of the seller.
Buyer Representation •
Like the listing agent protects the seller, my job is to protect you as the buyer. This goes well beyond showing you homes: I’ll point out any defects I notice about a home, educate you on which homes and areas have the best resale value, and ultimately negotiate the lowest possible purchase price with your ideal closing date when the time comes.
•
Excellent. We’ll go over how we can accomplish this in a moment.
Multiple Representation •
If I ever show you a property listed with our company, such as the home(s) we are seeing today, you are still protected. We will never share your private information with the seller, however, we will also not share “inside information” about the seller. Does that sound fair? Do you have any concerns?
BrokerLogiQ | Power Scripts & Dialogues
22
Buyer Presentation
[23/3]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Buyer Representation •
, this is what allows us to work in your best interest at all times. Are you familiar with this agreement? Before this agreement existed, it was essentially “buyer beware” when it came to buying a home. Now you can be guaranteed your interests as the buyer are well taken care of. How does this sound?
•
The best part is that as the buyer, it doesn’t cost you a cent! Let’s take a moment to go over the details of the agreement (review agreement).
•
You’ll notice here in the commission section an amount of %. As I mentioned, the seller is typically responsible for paying this amount, however, there are three situations to avoid to ensure you are getting the best deal:
1.
If you were to purchase with another agent, you would be obligated to pay the commission. (Buyer) But what if the seller’s agent could offer us a better deal? (Buyer Agent) Remember, the seller’s agent is working in the seller’s best interest, not yours. For example: we had a client who purchased a home through the listing agent because they were told the commission would be reduced by $5,000, and those savings would be passed along to the buyer. Soon after they moved in, they discovered the same model sold across the street to another couple for $10,000 less. That $5,000 they saved wasn’t such a great deal anymore. When you have buyer representation, rest assured you will receive all the important information required to determine the proper value of a home.
2.
The second situation is homes listed privately for sale. This isn’t to say you can’t purchase a home privately for sale – I do ask though that you let us approach the seller on your behalf, as many are willing to work with the buyer agents. (Buyer) What if we see a private home we really like and they aren’t willing to cooperate with you? (Buyer Agent) Would you be comfortable purchasing a home without an objective opinion on the value and condition of the house? Are you comfortable knowing what to ask for and what legal documents are required to ensure the house firms up and closes?
BrokerLogiQ | Power Scripts & Dialogues
23
Buyer Presentation
[24/3]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Close For Buyer Agency •
, I know actions speak louder than words, so here is an outline of the results I’ve achieved for other buyers in the past. You’ll notice that on average, my buyer clients have purchased their homes for significantly less than asking price. I’ve also attached some testimonials and references for you to call.
•
, I am so excited to help you get the best home for the best price, and I hope you feel confident that we will do an outstanding job for you. Are you ready to get started?
Objections •
(Buyer) Do I have to sign this agreement today? I don’t know you well enough yet.
•
(Buyer Agent) How about we treat the next week as a “test run,” so that you have some time to get to know me and how I work. If all goes well, let’s complete the paperwork next week. Sound good? Excellent.
•
(Buyer) What happens if I don’t buy within the time period in the agreement?
•
(Buyer Agent) Nothing! You are not obligated to purchase a home, and no money will be owed. The only exception is the Holdover Clause that we discussed earlier (review Holdover Clause).
•
(Buyer) What if we aren’t happy with your services?
•
(Buyer Agent) This agreement is with the entire brokerage, not just myself. So if for any reason you do not want to continue with me, another agent from our office can assist you for the remainder of the engagement. Does that sound fair?
BrokerLogiQ | Power Scripts & Dialogues
24
Listing Presentation
[25/5]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Introduction •
Thank you very much for inviting me into your home.
•
The first thing I would like to do is have a quick look around. While I’m doing this, if I see anything that could be done to help you achieve top market value - would you mind me making these suggestions? (Go through the home and give tips on how to make the home more saleable)
•
Is it okay if we sit down? (kitchen - dining room table)
•
In order for me to best serve you, I hope you agree that it is important that we are 100% honest with each other.
•
To start, let’s review a few key details. (Go over Listing Appointment Form and Discovery Questions)
•
If you’re like most sellers, there are three questions you would like answered while I’m here:
•
1.
What will your home sell for in today’s market and why?
2.
How long will it take to sell? and,
3.
Am I qualified to handle the sale for you?
Is there anything else you need answered while I’m here? Excellent.
Pricing Your Home •
Let’s start with pricing your home…
•
I believe 80% of the marketing of your home will take place right now when we determine the right price. In this market it is critical to establish a marketable price for your home.
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25
Listing Presentation
[26/5]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Pricing Your Home (continued) •
To help us with this, I have prepared a CMA (comparative market analysis) which includes: 1) Homes presently for sale in your area. This is who our competition will be when we go to market. 2) Homes recently sold in your area. Unfortunately, you and I don’t determine what homes are worth, the purchasers do. After looking at all the homes for sale suitable to them, they will decide which one is the best value. Recently sold homes give us true market value, not listings.
•
Any questions so far? (Go through the comparative market analysis)
•
After looking at these comparables, what do you feel is a marketable price for your home?
•
I believe, based on the information we have here, a marketable price would be $ .
•
Are you comfortable listing at that price? Excellent. (If no, go to Objection Handlers)
Length Of Time To Sell •
Next, let’s discuss the average selling time for homes in your area.
•
The
•
With approximately days to sell and another close, your moving date would be around .
•
Would this work for you? (If yes, go to the paperwork)
.
Real Estate Board presently reports the average selling time is
BrokerLogiQ | Power Scripts & Dialogues
days to
26
Listing Presentation
[27/5]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Am I Qualified To Handle Your Sale? •
No doubt your home is one of your most valuable assets, and I would imagine you want to hire a highly qualified sales professional to sell your most valuable asset. Someone who has a strong, proven track record for getting homes sold for top market value.
•
I would like to discuss my success rates and how I have helped many others sell their homes for top market value.
•
Just before I do that, may I take a few minutes to help you understand just how important it is to choose the right sales professional.
•
The Real Estate Board presently reports that less than % of the homes for sale are actually selling. Were you aware of this? It’s really not quite as easy to sell a house as most people think.
•
To qualify any sales professional there are three things you need to know about them: 1.
On average, how many days does it take for their listings to sell?
2.
On average, what percentage of list price are they negotiating for their sellers?
3.
And most importantly, what percentage of the listings they take on are actually selling?
BrokerLogiQ | Power Scripts & Dialogues
27
Listing Presentation
[28/5]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
My Qualifications •
My belief is simple: It’s not what I’m going to do to get your home sold that matters, what matters most is, does what I do, actually work?
•
As an example, let’s say you needed surgery. I would guess that you would be less interested in learning exactly how your doctor was going to perform the surgery and more concerned with how many surgeries he/she had performed and most importantly, how many of his/her patients survived.
•
As such, I won’t spend a lot of time telling you about the things I’m going to do to get your home sold - my proven marketing strategy in my Informed Seller’s Guide speaks for itself. However, I do want to focus on what I have already done for others and how it compares to the market average.
Review Your Stats (Or Your Company’s) Vs. Board Average •
# days on Market, % of List Price Achieved, % of Listings Sold and # Homes Sold
100
YOU Vs. REB
90 80 70 60
YOU
50
REB 40 30 20 10 0 # DAYS ON MARKET
% LIST PRICE
% LISTING SOLD
BrokerLogiQ | Power Scripts & Dialogues
# HOMES SOLD
28
Listing Presentation
[29/5]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Option #1 •
, my goal was to provide you with all the information necessary to make an educated decision. Are there any other questions you have that I can answer for you, or anything I have overlooked?
•
Do you feel comfortable with me handling the sale of your home for you?
•
Terrific! Let’s go ahead and get the paperwork done.
Option #2 •
I have missed?
, are there any other questions I can answer for you or anything that
•
Are you ready to get started?
•
Terrific! Let’s go ahead and get the paperwork done.
Option #3 •
Are you ready to go?
•
Terrific! Let’s go ahead and get the paperwork done.
BrokerLogiQ | Power Scripts & Dialogues
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Listing Appointment Objection Handlers [30/3] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 1: Other Agent Interviews Scheduled •
I understand your challenge…
•
That’s okay, this happens all the time. Sales professionals work together, so I’ll give them a call and tell them you’re on the market and they can start bringing in their buyers right away!
•
Let’s go ahead and get the paperwork done.
Objection 2: We Want To Think It Over •
I understand...
•
When I hear this there is generally one of three issues stopping you from going ahead 1.
The proposed list price;
2.
The commission or
3.
My ability to sell your home.
•
May I ask, is it one of these issues that is a challenge for you today? (Deal with issue)
•
Are there any other questions I can answer for you?
•
Terrific! Let’s go ahead and get started.
Objection 3: We Want To Wait •
I can appreciate the fact that you want to wait until after the to put your home on the market, in fact, most people are doing the exact same thing as you.
•
May I explain why this could be a disadvantage and actually cost you money? Great.
•
It’s the basic theory of supply and demand. By waiting until [date] to list, you’re doing exactly what most of your competition will be doing. When you decide to list your home, the market could be flooded with inventory. Following the supply and demand theory, buyers will have many more options. This causes sellers to have to compete more and often prices become softer. Waiting could cost you thousands of dollars.
•
Let me ask this, if we could get your home sold for top market value and achieve a convenient closing date for you, would you consider listing your home sooner?
•
Let’s go ahead with the paperwork.
BrokerLogiQ | Power Scripts & Dialogues
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Listing Appointment Objection Handlers [31/3] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 4: We Want a Higher List Price •
The home-owner wants to list at a higher price; another sales professional gave them a higher sale price, or they want to start at a higher sale price and come down later:
•
I understand what you are saying…
•
(Possibly they emphasized listed prices.) What I am most concerned with though is what has actually SOLD and CLOSED in your area.
•
There are only two places you can price your home. You can price it in line with other homes that are NOT sold, or you can price it in line with homes that have actually sold. If you were a willing buyer, which listings would you be more apt to consider? or/
•
My preference is to ensure you get the most activity which will generate the most offers allowing you to retain the option of turning them down, rather than have no offers at all. or/
•
If we happen to get a low offer, my job is to negotiate the buyer up rather than list at a price that may not attract any offers at all. Does this make sense? …CLOSE. or/
•
I understand. Unfortunately, statistics show that our chances of selling decreases dramatically after the first 30 days. It’s critically important to be priced competitively out of gate - can I explain why? (Research statistics - use visual)
•
When a new listing comes out, it attracts a great deal of attention and usually generates the most amount of showings. If your home is not sold in 30 days, the educated buyers have decided that the price is too high and have moved on to other listings.
•
Are you prepared to risk the most amount of buyers overlooking your home in the first 30 days, and drastically reduce your chance of selling?
•
Are there any other questions I can answer for you or shall we go ahead and get the paper work done?
It would be a good idea to use a chart to demonstrate your points with visuals. Put in your statistics for % of homes sold in the first 30 days.
BrokerLogiQ | Power Scripts & Dialogues
31
Listing Appointment Objection Handlers [32/3] [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Objection 5: We Want a Lower Commission Rate... •
I understand completely…
•
You are correct, commission is negotiable... May I ask you if you are looking for the best bottom line or the lowest commission rate? As a real estate sales professional, I am confident in my ability to provide exceptional value not only as a highly-skilled negotiator that will ensure you achieve the highest possible price, but achieving this in the least amount of time adding potential thousands of dollars to your bottom line... May I show you exactly how working with me will actually cause you to net more? (Demonstrate value and an increase in bottom line) Sound fair?
•
Let’s go ahead and get the paperwork done. or/
•
As you know, our real estate board shows that the average real estate sales professional is only selling homes per year. As such, most real estate professionals lack the support network and marketing strategies necessary to ensure your home will sell and sell for the highest possible price.
•
Remember, the board also showed that only even selling.
•
Have you ever considered how you would feel if your doctor agreed to reduce his/her fees? Would you be a little concerned if you knew they were cutting some of their services out when they cut their fees?
% of homes that go on the market are
or/ •
One of the most important reasons to hire a sales professional is to negotiate on your behalf to achieve the highest possible sale price for your most valuable asset.
•
If a sales professional has demonstrated to you up front that they cannot negotiate their own commission, are you concerned that they may not be the best negotiator for the sale of your home?
•
, I’m going to be tough on the commission and even tougher on the sale price of your home. Let’s go ahead and get the paperwork done, sound good?
BrokerLogiQ | Power Scripts & Dialogues
32
Listing Price Adjustment (Reduction)
[1/2]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
Hello, this is
with
•
I wanted to touch base with you regarding your home, is this a good time to talk?
•
There have been a total of showings since we listed and I understand we have kept in touch and passed along all of the showing feedback.
•
Our marketing strategy is in full force and it has been days since we listed your home and I wanted to express a few concerns I have at this point.
•
There are only 4 things that will stop a home from selling: 1.
The list price.
2.
The condition of the home.
3.
Access to the home.
4.
Exposure to the market.
.
•
In terms of the exposure, we have executed an aggressive marketing and advertising campaign for your home that will continue, but our marketing has left no stone unturned, so we are confident your home is getting maximum exposure.
•
We’ve also had a large number of showings since we went to market, so exposure and activity is also not the challenge.
•
The condition of your home is great and you have allowed us ample access for all the showing requests so this is not the issue.
•
(If the condition of the home should be improved or you have not been allowed ample access for showings, discuss at this point)
•
This brings us to what I feel to be the reason your home is not sold. The price.
•
Unfortunately, the market has changed and there have been a few new developments that I wanted to discuss with you.
•
(Review new sales or new listings at this point) I am recommending that we have a price adjustment that is appropriate to the marketplace. With this adjustment? (continued on next page).
BrokerLogiQ | Power Scripts & Dialogues
33
Listing Price Adjustment (Reduction)
[1/2]
[These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
I recommend that we adjust the price to $ . This will create a surge of activity and I feel very confident it will generate offers that will lead to a sale.
•
You still want to be moved by
•
In this case, I strongly recommend a price adjustment. Would you like to go ahead with this adjustment?
•
If no, continue on.
•
I am committed to helping you achieve the highest possible amount for your home and feel it is important that I am honest with you and tell you what needs to be done to get your home sold.
•
I strongly recommend, as I stated earlier, that we adjust the price to $ to remain competitive in your local market and attract the new buyers coming into the market right now.
•
Shall we go ahead with this adjustment?
•
If they agree to the price adjustment, give them an idea of the procedure that will take place because of the adjustment.
•
Do you have any questions or concerns that need to be addressed?
•
Thank you for your time. Rest assured we are doing everything possible to get your home sold. If any questions or concerns arise please give us a call at any time, it is our pleasure to serve you. Otherwise, I’ll give you a call next week to give you another update.
, correct?
BrokerLogiQ | Power Scripts & Dialogues
34
Showing Feedback [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
Always Make At Least 3 To 4 Attempts To Receive Feedback “Live” Conversation With Agent •
Hi , it’s calling from . You showed 123 Blue St. last Friday at 4:00 pm, and I was hoping you could provide me with some feedback.
•
What were your clients comments regarding the condition of the house?
•
How did they feel it compared to other properties?
•
What is your opinion on the listing price?
•
Would you show the property again to other clients?
•
Will your clients be bringing an offer on the property?
•
Thank you so much for your feedback, favour when we show your listings.
. We’ll be sure to return the
Voice Mail Message •
Hi , this is calling from . I am calling for feedback on 123 Blue St., the 2 story home you showed last Friday at 4:00 pm.
•
I would hugely appreciate a call back at
•
If for some reason we don’t connect in person, feel free to leave a message with any feedback regarding the condition of the home, pricing, and how you felt it compared to similar properties.
•
Again, my name is
before 5:00 pm today.
and my number is . I look forward to receiving your feedback.
BrokerLogiQ | Power Scripts & Dialogues
. Thank you,
35
New Listing Client | Overview of Process [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
•
Hi (new seller), this is calling from office at the Team. We spoke last week when preparing to list your house. (If applicable) How are you? ...Great!
•
I wanted to formally introduce myself. I am the (Office Manager, Customer Care Manager, Administrator) here at ’s office and I will be taking care of the administration side of listing and selling your home. My job is to help make the home-selling process as easy as possible for you! Has everything been going okay so far? Do you have any questions or concerns?
•
I also wanted to give you an overview of what to expect over the new few days (weeks).
•
(Optional) I’m sure (agent) mentioned, we stage all of our listings for maximum curb appeal, so I would like to arrange for our Stager to view your home and get this process started. When would be a good time for our Stager to pop in?
•
As soon as the property is staged, we will then have our photographer and videographer come in to take some photos and video for our marketing process.
•
I will arrange for a Lock Box for your front door tomorrow (if not done) for easy showings and I wanted to let you know the combination; it is . Your For Sale sign will go up this week and we will be delivering some Feature Sheets of your home over the next few days for potential buyers to take with them -- just let me know if the supply is getting low and we will have more delivered right away.
•
With respect to showings, the office will be calling/emailing you with details of all showing appointments starting - they have been informed that you need at least 12 hours notice -- do you have any questions about the showing process? Great.
•
I will be in touch on a weekly basis to arrange open houses, provide you with showing feedback and keep you updated on the marketing of your home. How are Wednesday afternoons for you for a quick update call or would you prefer updates by email?
•
I also wanted to let you know we’ve posted the listing on MLS, and I will be emailing you a copy along with the links to the other websites we’ve advertised on. Will you let me know that you received it? Thank you! While we’re on the phone together, are there any questions you have about your listing? Is everything going okay so far?
•
It was great speaking with you today. I’m in the office from 9 am – 5 pm, Mon - Fri, so please call or email if you need anything. Have a great day.
BrokerLogiQ | Power Scripts & Dialogues
’s was
36
New Buyer Client | Overview of Process [These Scripts Must Only Be Used In Compliance With All Applicable Federal, Provincial And State Legislation, Privacy Acts, No Call Laws, Anti-Spam Legislation and Company Policies]
“Live” Conversation With New Buyer Client(s) •
Hi , this is , the (Customer Care Manager, Office Manager, Office Administrator) calling from ’s office at Team/Realty. We spoke briefly last week when you asked for information on 123 Blue St. I was just calling to reintroduce myself.
•
I understand you’ll be working with to find a home. That’s wonderful! I wanted to let you know I will be assisting with arranging your viewings, and when you do find a home I’ll be handling the details and paperwork. I’ll send you a short email today with all my contact information and if you have questions or need anything, please do not hesitate to give me a call. I’m in the office every day from 9 am to 5 pm.
•
has arranged for new listings to be emailed to you automatically. I wanted to make sure you are receiving them? Great!
•
We’re so excited to be helping you and find a home, . It was a pleasure speaking with you today -- if you have any questions, please don’t hesitate to call. Talk soon.
Voice Mail Message For New Buyer Client •
Hi , this is , the (Customer Care Manager, Office Manager, Office Administrator) for , here at the Team. We spoke briefly last week when you called for information on 123 Blue St.
•
I wanted to formally introduce myself. I will be assisting with setting up your viewings and handling the details and paperwork when you find your dream home. I’m in the office every day from 9 am to 5 pm if you need assistance or have any questions at all. Our direct line here is and I will send you a short email as well with all my contact information.
•
We’re so excited to be helping you find a home, I’ll be in touch soon. Talk soon.
BrokerLogiQ | Power Scripts & Dialogues
. Have a great day and
37
SECTION 3 MARKETING, LEAD GENERATION AND CONVERSION
BrokerLogiQ | TEAM Workbook
“Your network is your net worth.” Tim Sanders
Chapter 1
Marketing & Lead Generating Systems for People You Know When it comes to marketing and lead generation, there are only two groups of we can market to: People we know and people we don’t know. This chapter focuses on the first group (people we know) with a Lifetime Referral System™ (LRS), a process designed to generate a 15-20% return on your database. The #1 reason most agents do not succeed at the level they desire is their inability to generate leads on a consistent basis. The foundation of any great business must be built on long-term relationships with people we know; repeat and referral business. This section will review the 5 steps to implement LRS as well as provide 10 value delivery ideas to help you design your personal or team LRS Touch System. First, let’s start with an exercise to help you determine your referral worthiness and where it needs to get to.
1
BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
How Referral Worthy Are You? Research shows that up to two-thirds of consumers are choosing to either work with their previous agent or find an agent through a referral. It takes 5 to 7 times more money, energy and time to find and develop a new relationship than it does to maintain the ones you already have. Not to mention that, in most cases, referrals are pre-qualified and come with built-in social proof – someone else said you were awesome, and they needed to call you! It’s important to understand where you are now in terms of repeat and referral business. Here’s a short exercise to determine your referral worthiness now and where it needs to get to.
Step 1: Current Rating On a scale of 1 to 10, rate yourself on how well you feel you are doing today with respect to repeat and referral business.
Step 2: Answer this Question If you stopped actively marketing and prospecting for new business today, how long would it take for you to run out of business?
Step 3: Goal Rating Now, set a goal for yourself as to where you want to be on this scale in 3, 6 or 12 months. How referral worthy do you want to be?
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BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
5 Step
Lifetime Referral System (LRS) As you build your repeat and referral business, it’s important to remember the following:
THE TOP 3 ASSETS OF ANY BUSINESS •
Your Reputation (Brand)
•
Your Knowledge (Expertise)
•
Your Database
THE 4 LEVELS OF RELATIONSHIPS WITH YOUR CLIENTS •
Level 1: Dissatisfied
•
Level 2: Satisfied
•
Level 3: Loyalty
•
Level 4: Advocacy **
Advocacy is the highest level of relationship and is always the goal you want to achieve with your clients.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Know 3
LRS Step 1: Build Your List of Potential Advocates •
Identify everyone you know by first name.
•
Gather as much contact information as possible.
•
Enter all contact details for supporters into a CRM database software.
4 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
LRS Step 2: Reach Out to Your List to Build Your Advocate “A” Team Now that you know who you can reach out to, it’s time to start reaching out! First, start every communication or conversation with something of value, and always follow a script that focuses on 3 key things: educate, qualify, and permission to communicate. You’ll find scripts in the pages that follow, however, here are 5 tips to ensure maximum benefit when you are reaching out to your potential advocates. 1/ Internalize Your Scripts •
Remember to focus on how you can bring value to their lives.
•
Record yourself or role play with a partner.
2/ Be Undisturbed •
Block time and stay focused until done.
•
Shut everything down that may distract you (cell phone, radio, TV).
3/ Gather and Record Details •
All phone numbers, emails, addresses, workplaces.
•
Kids’ names, birthdays, special hobbies, interests, anniversaries.
4/ Set a Contact Goal •
Example: 60 people in database ÷ 20 working days = 3 contacts/day
•
Your numbers: contacts/day
____ people in database ÷ ____ working days = ____
5/ Be Prepared •
You are going to get leads!
5 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
Database Script: Educate, Qualify, Get Permission
Educate Hi ____________, it’s _______________________with ____________________ _ . •
I wanted to give you a quick call to let you know about some exciting things happening in my real estate business.
•
My ultimate goal is to become an invaluable real estate and homeowner resource centre. I’m excited to provide such services as a complimentary monthly newsletter with homeowner tips and trends, information on current market statistics, and a comparative market analysis report for your home on an annual or semi-annual basis. I have also launched a new service that provides you with quality homeowner resources.
•
Does this sound like something of interest to you? Excellent, I will get you started on our Preferred Client Update right away so keep an eye on your mail in the next month.
•
OR/ Excellent, can I confirm your email address so you can start receiving our e-newsletter right away? You will receive a confirmation link in the first email for you to confirm your email address and give permission for us to email you. Simply click the link and your newsletters will arrive.
Qualify •
I am dedicated to providing the highest level of service and expert real estate advice to anyone thinking of buying or selling in your market area. I know real estate can be very stressful and my job is to help demystify the process and provide buyers and sellers with key market information and expertise that will help them make an educated decision with what is, in most cases, their most valuable asset.
•
I was wondering ..... do you know someone considering buying or selling real estate in the next few months that may need some advice? A friend, relative or someone from work? Excellent, thank you. OR/ No problem, keep me in mind if someone pops up. I would love to help in any way I can.
Get Permission to Communicate •
6
One last thing, would you mind if I stayed in touch with you every few months or so to keep you informed of any market changes and of course answer any real estate questions you may have at that time? Fantastic.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
What is the best way for me to stay in touch? Email, telephone, text message, Facebook, mail? (RECORD) Profile •
Fantastic – can I just confirm a few contact details for my records? (RECORD) I look forward to speaking with you again in the next few months. In the meantime, if you have any questions or know of someone thinking of a move, please feel free to contact me anytime.
7 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
Database Script: Ongoing Communication
•
Hello, this is __________________ with ____________________________ _.
•
Remember, open every conversation with something of value and/or realtime information about changes in the real estate market that is relevant to them:
•
There have been a number of homes selling in your area recently. Are you curious to know what they sold for?
•
Would you like me to email you copies of the listings?
Other examples of reasons to call: •
To provide key real estate information — average sales price up or down
•
Average number of days on the market
•
Interest rate news
•
Value added ideas or opportunities
•
Invite to an upcoming Customer Appreciation event
•
Birthday, anniversary (of the purchase of their new home) or congratulating a milestone
•
New store opening or upcoming community event
•
Have you been receiving our Preferred Client Update newsletter or enewsletter? Excellent.
•
Are there any questions you have regarding the real estate market, or any real estate needs we can help you with right now?
•
I also thought I would check in to see if you know of anyone who might be considering a move over the next few months.
•
It was a pleasure speaking with you today, please keep us in mind for any real estate needs you or someone you know may have. It is our pleasure to help.
8 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
LRS Step 3: Organize and Group Your Database Contacts Why should you group your contacts? •
When you improve the quality of data going into your database, you improve the quality of your marketing and reporting.
•
To identify what marketing and lead generating strategies are working, and more importantly, which ones are not.
•
To be able to target market key groups with more relevant content.
Grouping Ideas: •
Original Source of Lead (Business Source)
•
Contact Type (Lead, Buyer, Seller, Strategic Partner, Agent, Personal, etc.)
•
Client Status (Active Buyer, Active Seller, Active Both, Past Client, etc.)
•
Geographical Area They Live In (for Personalized Market Updates)
•
Housing Preference (Condos, Detached, Farm, Commercial, etc.)
The sample on the following page provides options and ideas on how to group your database in your CRM.
9 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
SAMPLE
10 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
LRS Step 4: Grow, Measure & Monetize Your Database To grow your business, grow your database! Focus on adding 1 new advocate each week.
11 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
12 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
LRS Step 4 (Continued): Grow, Measure & Monetize Your Database The last part of step 4 is to monetize. Set a budget for your LRS and track your results on an ongoing basis. Below is a sample of what to track and measure.
13 BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
LRS Step 5: Communicate with your database a minimum of 27 to 36 times per year. This may sound like a lot, however, when you are delivering value at every touch point, your clients will appreciate it and you will stay top of mind for their referrals.
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BrokerLogiQ | Marketing & Lead Generating Systems for People You Know
“The customer experience is the next competitive battleground.” Jim Rohn
Chapter 2
10 Ideas to Deliver Value to Your Database Getting to 27 to 36 communication touch points per year is easier than you think. Remember to supercharge your results, ensure your communications are personal, relevant, informative, and real-time. Here are 10 great value delivery ideas to achieve this goal.
Idea 1: Addressed Email (# of Touches: 12) •
Newsletters
•
Market Reports
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database 15
•
Marketing One-Sheets (tips on home buying, selling, etc.)
•
Invitations to events
Idea 2: Communication Updates, Electronically (CUEs) (# of Touches: 12) There are 3 ways to send CUEs: 1)
Email Newsletter
2)
Market Specific Updates
3)
Homeowner Info Sheets Examples: o Email newsletter (different content from print) o
Market updates – monthly comparison
o
Sales (Month), Sales (YTD), Average Price (Month), Active Listings (Month), Median Sales Price (Month)
Idea 3: Milestone, Special Occasion or “No Reason” Cards/Gifts (# of Touches: 4-6) The size of a gift is not nearly as important as the degree of thoughtfulness and the timeliness of its arrival.
16
•
New baby
•
Illness
•
Holiday related
•
Weddings
•
Anniversaries
•
Home anniversaries
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database
Idea 4: Trades & Services Directory (# of Touches 1-2) This is a directory of services based on your clients’ recommendations.
17
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database
Idea 5: Be Social on Social Media (# of Touches: 2-10) •
Spend 10 minutes, 2 times per day to comment, like, respond, follow, Snapchat, Tweet, post and share on your clients’ social pages.
•
Be genuinely interested in their lives.
Other ways to connect online: •
Birthday video
•
Comment on something new you noticed about their home
•
Interview local businesses that would interest your community
•
Announce upcoming festivals parades
•
Share/post your Trades & Services page link
Idea 6: Real Estate Health Check (# of Touches: 2) What this includes: •
Comparative Market Analysis (CMA) – in person, dropped off or by email
•
Recent, comparable sales and current listings
•
Local market update – days on market, months of inventory
RRI recommends: •
Send an email or video offering a CMA, OR
•
Send a CMA automatically once (or twice) per year.
SECRET: Send 1 CMA per day or all at once. Reach out 7 to 10 days after.
18
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database
Idea 7: Get Voice-to-Voice or Face-to-Face (# of Touches: 4) Communication with value: •
Client appreciation invite
•
Free Market Evaluation
•
Change in market conditions
THE SECRET: Always offer value. KEY: Get face-to-face at least once per year.
Idea 8: Events & Community (# of Touches: 2)
19 BrokerLogiQ | 10 Ideas to Deliver Value to Your Database
Idea 9: Post-Sale Wow (# of Touches: 3) •
Follow up 1 day before, 1 day after, 1 week after and 1 month after any transaction (Script on the following page)
•
Focus on making their move smooth, seamless and memorable.
Idea 10: Deliver the Unexpected (# of Touches: 1-5) •
Treat them to lunch or dinner
•
Send a bottle of champagne on their home anniversary
•
Spa certificate during tough times
•
Send cleaners on move-in date
•
Find out what they love and personalize their gift
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database 20
1 Day, 1 Week, 1 Month Post-Sale Service Script
1 Day and 1 Week After Closing Call •
Hello ____________, this is _________________ with _________________ _.
•
I wanted to give you a quick call to say thank you for the opportunity to serve your real estate needs. I also wanted to check in, just in case any challenges or concerns came up regarding your new home (or sales transaction) that I might be able to help you with.
•
Excellent. If anything does come up, please don’t hesitate to call. We are here to help.
30 Day Call - Buyer •
It’s been just over 30 days since your move and I wanted to let you know I am still in touch with the seller. Have any questions or concerns popped up since our last call that I can assist you with?
30 Day Call - Seller •
It’s been just over 30 days since your move and I wanted to ask, have any questions or concerns popped up since our last call that I may be able to assist you with?
Continue for Buyer or Seller Clients •
My job as your real estate advisor is more than just helping you buy or sell a home. It’s making sure that you are kept informed of what’s happening with your investment long after the sale is done as well as provide you with valueadded homeowner information.
•
I offer a complimentary Preferred Client Update newsletter (or e-newsletter) with key real estate information and homeowner articles. Is this something you would be interested in receiving? Excellent.
•
I want to thank you again for the opportunity to serve your real estate needs. I will be in touch every few months or so to answer any questions you may have. In the meantime, should you hear of anyone thinking of a move, please keep us in mind, we would be happy to assist in any way we can.
If anyone gives you a referral, send them a hand-written thank you note or a small gift. Schedule a follow-up for every 60 - 90 days.
21
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database
SAMPLE
22
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database
WORKSHEET
23
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database
WORKSHEET
BrokerLogiQ | 10 Ideas to Deliver Value to Your Database 24
“Know what your customers want most and what you do best. Focus on where those two meet.” Kevin Stirtz
Chapter 3
Marketing & Lead Generating Systems for People You Don’t Know The most successful businesses are built on a balanced foundation of new business, repeat business and referral business. Avoid putting all your “eggs in one basket.” There are several lead streams to draw business from, but we will focus on 3 of the most effective low-cost ways to generate new business: Door knocking, open houses and micro farming. Then we look at social media since this is one of the most important platforms to know and understand when it comes to lead generation.
25
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
5- Steps to
Door Knocking Success Step 1: Decide Where to Door Knock Choose an area that: •
Has a new listing or recent sold in the area (Just Listed/Just Sold).
•
You have a specific buyer for.
•
You want to start a micro farm in.
•
You have an open house in.
Key Door Knocking Thought •
You need to love the area (perhaps an area you live in).
•
The area should have a good turnover rate (5%).
Example
26
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 2: Preparation •
Sunday night prep – time block.
•
Gather all the information in the area: •
Homes Sold (copies of listings)
•
Homes for Sale
•
Community Info/Schools
•
Average Time to Sell
•
Average % of List Price Being Achieved
•
Average Sale Price
•
Current Months of Inventory
Step 3: Know What to Say & How to Say It
27
•
Always use a script (all professionals use a script).
•
Open with something of value.
•
Build rapport by showing interest/asking questions.
•
Repeat what they say to show you’re listening.
•
Give real estate updates.
•
Questions allow you to control conversations.
•
Ask power questions at the end (interested in selling).
•
Add them to your database
•
Add value to their lives.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 4: Take Action, Stay Motivated and Execute 7 Ideas for Consistent Action 1)
Get an accountability partner.
2)
Door knock with a partner.
3)
Focus on giving. There is no fear in giving.
4)
Set a contact goal. (“I am going to talk to 10 people before I quit.”)
5)
Start on time.
6)
Don’t spent time with negative people.
7)
Smile.
Step 5: Wrap Up
28
•
Update your database.
•
Send real estate updates.
•
Send thank you notes.
•
Identify what you did well.
•
Celebrate your success.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
5 Steps to
Profitable Open Houses Step 1: Decide Where & When to Host an Open House 4 CRITERIA FOR AN IDEAL OPEN HOUSE 1)
Mid-Level Price Range
2)
High Traffic Area
3)
High Turnover Rate
4)
Home in Good Condition
Step 2: Design the Experience in Advance 3 PHASES OF A GREAT OPEN HOUSE EXPERIENCE 1)
Educate sellers.
2)
Decide what collateral materials you need.
3)
29
•
Home Buyer or Seller Guides
•
Market Reports
•
Feature Sheets
•
Gift Bags
•
iPads for Kids
•
Silent Seller Cards
Create an unforgettable experience.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 3: Marketing Your Open House MAXIMIZE ATTENDANCE •
Private VIP Tour
•
Send Private VIP Tour Invites
•
Door Knock Around Your Open House
•
Tell Them to Bring Friends
•
Email Your Database
•
Email Your Agent Network
•
Post on All Social Media Sites
•
Get Your Signs Out (Early)
•
Gift Bags
•
iPads for Kids
•
Silent Seller Cards
Step 4: Building Rapport on Open House Day Your #1 goal is to make people comfortable!
BUILDING RAPPORT
30
•
Greet them at the door with enthusiasm.
•
Explain the experience.
•
Ask them if they’d like a guided tour or if they’d rather tour alone.
•
Invite them to the kitchen when they are done, then ask if they’d
•
like to enter a draw to win a prize.
•
If you’re doing a tour, casually ask them one question per room.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 5: Post Open House Wrap Up 1)
Let your sellers know what happened. Update them on how many people came through and what people said.
2)
Tally your numbers.
3)
31
•
How many people came through?
•
How many signed in?
•
How many are potential leads?
•
What could you do better next time?
Organize your leads and create a follow-up plan.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Micro Farming The Difference Between Micro Farming and Conventional Farming Micro Farming
Conventional Farming
Marketing to a smaller group
Marketing to a large group
Doesn’t cost as much
No real relationship with client
Revenue per house higher
Costs a lot
More effective
Takes a long time
32 BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
5-Step
Micro Farming System Step 1: Select Your Micro Farm Area 4 FACTORS TO CONSIDER WHEN CHOOSING AN AREA: 1)
2)
3)
4)
33
Location •
Choose an area that you love.
•
You don’t have to necessarily live there (but it helps).
•
Be excited and passionate about becoming an expert here.
Size •
Bigger is not always better.
•
500 to 1,000 doors are a good size.
•
Grow your area as you are ready.
Turnover Rate •
Higher the better.
•
Look at age of area — newer may not have a trend yet.
•
Type of homes — first-time buyer areas generally have higher turnover.
•
Demographics — younger people move more often.
•
5% or more is a great turnover rate.
Assess the Competition •
Avoid areas with a dominant agent who has a large market share.
•
Tougher to make progress.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
WORKSHEET
34
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 2: Design your Micro Farm Touch System Your goal is 27-36 touches. •
Focus on adding value. Remember this is not about you.
•
Be informative.
•
Become the expert.
•
Have financial staying power.
•
Be consistent.
6 IDEAS FOR DELIVERING VALUE TO YOUR MICRO FARM 1)
2)
35
Community Report •
Newsletters, Unaddressed Mail
•
Local Board Stats/Market Report
•
Community Events/Local Business News
•
Note: This communication must include information about the community and information about real estate.
Post Cards •
Just Listed/Just Sold
•
Always Include a Complimentary Market Evaluation
•
Focus on Building your Email Database
3)
Open Houses
4)
Door Knocking
5)
Small Gifts (seasonal, holiday mugs, etc. – 2 per year)
6)
Community Events •
Festivals, 5K runs, parades, sponsor kids’ sports teams
•
Get involved in something you care about
•
Create your own Community Facebook Page
•
Become Known in your Community
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
WORKSHEET
36
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 3: Create Content and Marketing Collateral Hot Buttons for People in Your Micro Farm Area •
New Home Subdivision
•
Local Schools
•
Local Businesses
•
Zoning Change
IDEA GENERATING QUESTIONS:
37
•
What’s new in the area?
•
Is there a new business coming?
•
What are the community plans for expansion?
•
Are there transit solutions coming?
•
Is there a zoning change coming?
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 4: Become the Local Area Expert 2 Levels of Expertise (Knowledge) to Master LEVEL 1: REAL ESTATE KNOWLEDGE •
Homes sold, for sale, expired
•
Average time to sell
•
Months of inventory
•
Seller or buyer market
•
Market changes
•
What’s going on with mortgage rates and lending rules
LEVEL 2: COMMUNITY KNOWLEDGE
38
•
FSBOs
•
Schools
•
Community Events
•
Parks & Recreation Complexes
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 5: Track Your Results WHAT TO REVIEW EVERY 90 DAYS:
39
•
What percentage of the market do I have?
•
What’s my penetration rate?
•
How many leads, sales?
•
What marketing collateral is working best?
•
What do I need to adjust to improve results?
•
How can I deliver leverage?
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
5 Steps to
Social Media Marketing Step 1: Pick Your Platform •
Go where your customers are.
•
Master one platform at a time.
•
Baby Boomers > Facebook
•
Younger Generations > Instagram, YouTube, Twitter, Snapchat, Pinterest
•
Choose your platform and master it!
Step 2: Build Your Audience 5 WAYS TO BUILD YOUR AUDIENCE 1)
Reach out to people.
2)
Post content that is interesting to your audience.
3)
Comment and/or like your clients’ posts.
4)
Create Facebook community pages.
5)
Upload your database to Facebook (or LinkedIn).
KEYS TO GREATER RESULTS
40
•
Target market to your database
•
Consider remarketing campaigns.
•
Hire an expert.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
Step 3: Create Your Posting Plan •
Plan 1-4 weeks in advance.
•
Decide how much time you will spend (i.e. 30 minutes a day – 15 minutes in the morning, 15 minutes in the evening).
•
Use apps to help you post.
•
Be consistent.
Step 4: Rules for Responding Engagement is the key to social media success. Stop scanning and start engaging. Did you know? Facebook now measures your responsiveness. Social media will not work if: 1)
You’re not engaging with people.
2)
You’re not posting relevant content.
Step 5: Grow, Track and Adjust What’s working, what’s not? Key benchmarks to measure:
41
•
#of Comments
•
# of Views
•
# of Shares
•
# Inquiries/leads
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
3 Online Marketing Musts 1)
Have a Content Strategy o
2)
3)
42
Build a bank of high value, educational content that brings value to homeowners, buyers, and sellers.
Embrace Video and Live Streaming •
Real-time content is hot! This is the digital world’s solution to live television.
•
What to Live Stream … ■
Preparing for a market evaluation
■
Show behind-the-scenes at work
■
Staging a home
■
A building inspection
■
At an open house
Educate yourself •
Conversions range from 1% to 5% on average.
•
Online leads are a numbers game.
BrokerLogiQ | Marketing & Lead Generating Systems for People You Don’t Know
“Not following up with your prospects is the same as filling up your bathtub without first putting the stopper in the drain.” Michelle Moore
Chapter 4
Lead Follow-Up & Conversion Strategies Almost all of your marketing and lead generating activities can be rendered useless without an effective lead follow-up system in place. Prospecting is looking for a lead. Lead follow-up is converting a lead to a face-to-face appointment. Imagine for a moment that you could convert just 1 more lead each month to an appointment.
BrokerLogiQ | Lead Follow-Up & Conversion Strategies 43
7 Steps to
Effective Lead Follow-Up Step 1: Respond Fast and First •
Treat every lead like an “A” Lead (until they are disqualified).
Step 2: Be Consistent & Persistent •
Persistence overcomes resistance
•
6 tries = 93% better chance of reaching them
Step 3: Use Multiple Forms of Communication •
Face-to-Face
•
Voice-to-Voice
•
Text
•
•
Social Media
(Telephone)
Implement Call-Send-Call per the Lead Follow-Up Journey on the next page.
44
BrokerLogiQ | Lead Follow-Up & Conversion Strategies
SCRIPT
45
BrokerLogiQ | Lead Follow-Up & Conversion Strategies
Step 4: Deliver Value at Every Communication Point How to Deliver Value: •
Information
•
Home Show Tickets
•
Mortgage Changes
•
Market Update
•
eBooks
•
One Sheets
•
Home Buyer/Seller Guides
Step 5: Build Rapport Rapport is a trustful, harmonious relationship. It is built by asking questions and showing interest in the client.
THE 3 WS Where are you thinking of moving to? When did you want to be moved by? Why are you thinking of moving?
Step 6: Get Face-to-Face The scripts on the next page are designed to help get you the appointment.
46
BrokerLogiQ | Lead Follow-Up & Conversion Strategies
SCRIPT
47 BrokerLogiQ | Lead Follow-Up & Conversion Strategies
Step 7: Always Establish the Next Steps
48
•
Take responsibility for moving the process forward
•
Focus on getting face-to-face.
BrokerLogiQ | Lead Follow-Up & Conversion Strategies
SAMPLE
49
BrokerLogiQ | Lead Follow-Up & Conversion Strategies
“Your customer doesn’t care how much you know until they know how much you care.” Damon Richards
Chapter 5
Creating and Communicating Your Value Buying and selling a home is one of life’s big milestones and people want to work with an agent who will not only ensure they get the best price for their home but provide them with a positive experience. Being able to communicate what sets you apart from the competition makes it easy for clients to see why they should be working with you. When it comes to getting crystal clear on your value as a real estate professional or team today, it’s important to remember that who you are being is more important than what you are offering. People buy based on emotion and rationalize their decisions logically. YOU are your best differentiator. First let’s look at helping buyers and sellers get to know you by identifying your strongest attributes.
50
BrokerLogiQ | Creating and Communicating Your Value
Step 1: Identify Why Consumers Choose You/Your Team Use your attributes to create a compelling bio, story and video to help consumers get to know you before meeting you.
51
ATTRIBUTES
FEATURE
Experience
How many years in real estate? Combined years of team?
Integrity
You will always tell the truth even if it’s hard as you are dedicated to what is best for your clients.
Accomplishments (Credibility)
Top 100 Teams Diamond Award Level Distinguished Service Award
Market Expertise
Born and raised in xxx area and on the pulse of all things (this city). With first-hand knowledge of key insight, market trends, demographics, local features, landmarks, developments etc.
Negotiation Skills
Key is to get best price for client whether buying or selling.
Professionalism
Confidentiality is paramount, your clients trust in who you are as they know their best interests are served.
Client Reviews
Proof of success with reviews, testimonials and client referrals.
Community Focused
Involved in community fundraisers and support a number of causes, as it’s more than just about real estate.
Communication
Communication is paramount to you.
Strong Market and Brand Presence
A 90% brand recognition factor brings confidence to buyers and sellers that are a trusted source.
BrokerLogiQ | Creating and Communicating Your Value
Step 2: Create Your Unique Selling Proposition (USP) for Buyers and Sellers Here are 5 Questions to Answer When Creating Your Unique Selling Proposition 1)
Who is your ideal client? (Be specific)
2)
What is your area of expertise or specialized knowledge? (niche market, demographic, type of property)
3)
What problem (or problems) do you solve for your clients?
4)
How will you solve this problem in a unique (sometimes unexpected) way?
5)
What proof do you have that your solutions work? (Testimonials, video, stats)
Next, think about the specifics of what a client will gain from working with you or your team. Brainstorm on your own or get inspiration from the list below. What are the differentiators that set you apart from the competition and benefit your client? 1)
Save Money - Do you negotiate better prices for your buyers and sellers?
2)
Quicker Sales- Are your listings selling faster than average? Do you have a proven process that helps buyers deal with indecision to find their dream home faster?
3)
Peace of Mind/Reduce Stress- What do you do to enhance the experience?
4)
Experience and Knowledge- How is your experience and knowledge in the market going to help with the sale? How long have you been in real estate?
5)
Training- Do you have specific extra training that makes you a superior agent?
6)
Trustworthy- Do most leads come from referrals and repeat business?
7)
Above and Beyond Services- Moving service, staging, professional photos etc.
8)
Branding – Are you a recognized and trusted brand?
9)
Do you offer any Guarantees? Buy the home? Client set agency agreement terms?
10) Something Personal- Is it a family business?
52
BrokerLogiQ | Creating and Communicating Your Value
WORKSHEET
Why List with You? ATTRIBUTE FEATURE
BENEFIT
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
53
BrokerLogiQ | Creating and Communicating Your Value
WORKSHEET
Why Buy with You? ATTRIBUTE FEATURE
BENEFIT
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
54
BrokerLogiQ | Creating and Communicating Your Value
SECTION 4 COMPENSATION, FINANCE, WEALT H
BrokerLogiQ | TEAM Workbook
“Your number one customers are your people. Look after employees first and then customers. Ian Hutchinson
Chapter 1
Agent Compensation First and foremost, it’s important to note that too many split options or complicated splits create uncertainty – and may have the opposite effect of what you want. Certainty, simplicity and fairness are the keys to inspiring compensation plans and improved retention. It goes without saying that compensation involves more than just monetary rewards. How you compensate your agents will depend largely on 4 factors including profitability and the value you, and being part of your team, brings to the agent’s business and life.
1 BrokerLogiQ | Agent Compensation
4 Factors to Consider When Designing Agent Compensation 1) Team Profitability •
The single most important factor to consider when designing any compensation package is how it will impact profitability of the team in the short term but also in the long term.
•
Always project out 5 or 10 years to see the impact of the compensation plan on profit after a longer period of time.
2) Leads •
What can your agents expect in terms of incoming leads for buyers and sellers?
•
What are your expectations of the agents to generate their own leads?
•
Does the agent have their COI database of past clients/referral sources?
•
Where are the team’s incoming leads coming from? (team database, repeat/referral, online, social, paid leads, open houses, showing inquiries etc.) The source of the lead may affect lead quality in the eyes of an agent.
•
What are your lead conversion expectations? Do you provide training and scripts?
•
What is your lead rotation and distribution system?
3) Marketing Strategy and Support
2
•
What is your team marketing strategy? How do the agents fit into the overall strategy? Online and offline.
•
Will the agents be required to outlay any marketing dollars?
•
Will the agents be expected (have the opportunity) to do open houses?
•
Do you host community/client appreciation events the agents can invite people to and attend?
•
What online and social marketing tools do you provide to attract leads?
•
Can/will you assist agents in creating their own videos? Do you have the equipment/studio?
•
What offline/print marketing collateral do you provide agents? Full listing services (staging, photography, video, floor plans), listing/buyer presentations, guides and consumer content, print collateral
BrokerLogiQ | Agent Compensation
(cards/folders), market statistics, team statistics, high quality property brochures. •
What flexibility do the agents have when it comes to marketing?
4) Administrative
3
Support
•
What level of administrative support do you provide your agents? What are their hours?
•
Detail exactly what administrative services are available to the agents and timeline expectations. For example, administrative team to create CMA packages, customized feature sheets, write inspiring property remarks for new listings, coordinate all aspects of a new listing launch from stagers, photography to 3D tours and all MLS data loading and online marketing.
•
Does the administrative team coordinate all details of both agent and public open houses, from communicating with clients, to ensuring any collateral/swag materials are onsite for the agent? What does this process look like for an agent?
BrokerLogiQ | Agent Compensation
Commission Split Worksheet Example
EXAMPLE WORKSHEET
COMMISSION SPLIT SPLITS
Team Leader
Buyer Agent
Listing Coordinator
ISA
Team
TOTAL
Team leader Listings from database
50 - 100
0 - 15
0 - 15
0 - 50
100
Listings marketing created
50 - 100
0 - 15
0 - 15
0 - 50
100
Listing lead from buyer source
50 - 100
0 - 15
0 - 15
0 - 50
100
0 - 50
Listing - market created (open house) Buyers from database Buyers from marketing
Buyer Agent Personal database buyer
100
Team database buyer
100
Personal database listing
100
Team lead open house buyer
100
Team lead open house listing
100
Listing Agent
4
Personal database
100
Team database
100
Buyers sign call
100
Buyers from database
100
Buyers from open houses
100
BrokerLogiQ | Agent Compensation
“You don't get paid for the hour, you get paid for the value you bring to the hour.” Jim Rohn
Chapter 2
KPIs and Team Profitability Your #1 responsibility as a team leader is ensuring the financial health of your business. Planning your business on paper first (a budget), provides you with a guideline for your income goals and expense projections. Remember, plan for a rainy day because it’s always going to rain!
Key Performance Indicators (KPI) For budgeting purposes, here are the Key Performance Indicators for a profitable team/business.
5
Expense
Allocation
$1,000,000 Gross Revenue
Administration Marketing Buyer commission Listing coordinator Net team profit
10% of gross 10% of gross 50% of gross 10% of gross 10-20% of gross
$100,000 to salaries/office $100,000 to advertising/LRS/print $500,000 buyer commission $50,000 Listing Coordination
BrokerLogiQ | KPIs and Team Profitability
Tracking Team Profitability When tracking team profits many team leaders make a critical error in commission distribution. The team leader is still an agent, and still needs to be paid commission like an agent, instead of all the commission going into the Team account. The commission split for the team leader could be 50/50 or approach 70/30. See the tables below to see how commission should be split for team leaders. Avoid This Mistake Address
Source
Commission
123 Any St.
Open House
$10,000
Database
$10,000
456 Next St.
$20,000
Total
Team Leader
Buyer Agent
Team Commission
$5,000
$5,000
Expenses
$10,000
$0
$5,000
$15,000 $8,000
Expenses $20,000
Net
$0
$5,000
($7,000)
The Right Way Address 123 Any St. 456 Next St. Total
Source
Commission
Team Leader
Open House
$10,000
Database
$10,000
$5,000
$20,000
$5,000
Buyer Agent
Team Commission
$5,000
$5,000
$5,000
$5,000
$10,000 $8,000
Expenses Net
$20,000
$5,000
$5,000
(50/50 Split)
BrokerLogiQ | KPIs and Team Profitability 6
Expenses
$2,000 (10% Profit Approach 25%)
“I have never worked a day in my life without selling. If I believe in something, I sell it, and I sell it hard.” Estee Lauder
Chapter 3
Successful Business Sale Strategy Buying or selling a business can be a stressful and emotional decision. Having a clear plan for how the transaction should unfold will create a smoother and more profitable sales process. The formula below describes a potential guide for the purchase of a business. This formula can be adapted with ease to reflect the business sale perspective. As with any business sale or purchase, it is recommended you consult legal advice before finalizing any arrangements.
What is a Successful Formula for the Purchase of a Business? 1)
Use trailing 12 months of numbers & VERIFY for accuracy. •
7
Best if calculated by certified or licensed accountant.
BrokerLogiQ | Successful Business Sale Strategy
2)
Total Annual Gross Commission Income - Total Annual Gross Commission Income Paid to Agents = Total Annual Gross Commission Income paid to Team. •
3)
Total Annual Gross Commission Income paid to Team - Total Annual Team Expenses = Total Annual Team Net Profit. •
4)
Good annual team net profit is 10% - 20% of total annual gross commission income before subtracting payouts.
Total Annual Team Net Profit X Six = Total Annual Team Value. •
5)
BEWARE: Team leaders should also be paying splits or the business could be worthless. Many team leaders like to brag about the annual gross income… instead of what the team "really" nets for profit so VERIFY how they are getting their numbers. Caveat Emptor (Buyer Beware)
Six times annual net profit is industry standard to calculate buy in for real estate businesses
Total Annual Team Value ÷ by Current & Proposed Number of Owners = Total Buy in Price to be Part Owner of the Business •
If the team is increasing in value, make sure to lock in your "Buy In" price now.
•
If you are paying the "Buy In" over time, make sure it's locked in at the price when you sign the agreement or you may be paying through the nose as the company grows.
Example: Two team leaders with three agents (five total agents) / one new owner price for buy-in For easy math let's say all agents, including owners, receives 60% of the total gross commission income and 40% goes to the Team. Total Annual Gross Commission Income (before splits) = $3,000,000 Total Annual Gross Commission Income paid to Agents (60%) = $1,800,000 Total Annual Gross Commission Income paid to Team (40%) = $1,200,000 Total Annual Team Expenses = $720,000 Total Annual Team Net Profit (Team GCI - Team Expenses) = $480,000
8
BrokerLogiQ | Successful Business Sale Strategy
Total Annual Net Profit per Owner = $280,000 Total Annual Team Value (6X Annual Team Net Profit) = $2,880,000 Total Buy-In Price to be Part Owner (Annual Team Value / 3 Owners) = $960,000 •
Total Annual Net Profit per Owner = $160,000
•
1st Year Cash on Cash Return (Net Profit per Owner / Buy In Price) = 16.67%
What is an Asset Purchase Agreement? An asset purchase agreement is a clear contractual agreement signed between the buyer (purchaser) and the seller (vendor). Developing a thorough purchase agreement is an essential step in the sale or purchase of any business. We recommend you seek legal counsel when creating your agreement to ensure that you include all aspects of the sale and follow all provincial, state, and federal laws. Below is a general outline of what type of information might be included in a typical asset purchase agreement used in real estate.
What is included in an Asset Purchase Agreement? 1)
Background information – •
2)
Detailed description of assets •
3)
9
How the purchaser will pay for the sale?
Representations and warranties of the vendor •
6)
Breakdown of the total payable price by the purchaser to seller.
Payment of the purchase •
5)
Business equipment, domains/websites, social media pages, trademarks etc. as well as any detailed exclusions.
Purchase price and allocation •
4)
The name(s) of the business, general description of what the vendor has agreed to sell and what are exceptions, the length of time for a relationship after closing, etc.
Requirements for the sale of the business (i.e. capacity and authority to sell, litigation status, conformity with laws, accuracy of representations).
Obligations of the vendor
BrokerLogiQ | Successful Business Sale Strategy
• 7)
Obligations of the purchaser o
8)
Offer employment to employees of vendor, is liable for sales tax, confidentiality, legal fee payments.
Survival of representations, warranties and covenants •
9)
Before closing vendor will conduct business, allow access to purchaser, maintain insurance, terminate employees etc.
Limitations of vendor’s and purchaser’s indemnity.
Conditions met by the purchaser and the vendor on or before close.
10) Closing •
Date and time of closing and what is to be provided, delivered, or turned over.
11) Post-Closing obligations •
10
Any agreed upon arrangements made AFTER closing date (i.e. assist in the transition of the business).
BrokerLogiQ | Successful Business Sale Strategy
“Being rich is having money; being wealthy is having time.” Margaret Bonnano
Chapter 4
5 Steps to Financial Freedom 1)
11
Set up account allocations for your business income.
Allocation
Description
% of Allocation
Business Operating Expenses
Administration, marketing, licensing, dues, education, travel, etc.
Personal
% % % %
50%
*Create a separate account for GST/HST. *If personal corporation, allocations will vary. Savings (freedom) Personal taxes Personal living expenses Fun, recreation, charity
BrokerLogiQ | 5 Steps to Financial Freedom
50%
2)
3)
Rebalance quarterly. •
Every quarter, take the profit from your freedom growth account and divide it evenly amongst your fixed/growth investment accounts.
•
Distribute money received as gifts or inheritance the same as above.
Seek expert advice. •
4)
5)
Excel at what you do, and always seek expert financial, insurance, strategy and tax advice.
Educate and invest in yourself. •
Always make educated decisions and know what your advisors are talking about.
•
Study investments and invest only in what you know well.
•
If you think education is expensive, try ignorance.
Review report cards and adjust accordingly. •
Report Cards to Review: Personal: - Monthly PNL Income/Expense Statement - Monthly Net Worth - Monthly Cash Flow Business: - Monthly Profit & Loss (compare this month to previous year, same month) - YTD Profit & Loss (compare actual vs. budget) - Balance Sheet (compare to previous year) - Statement of Cash Flow (cash in/cash out) Recommended Accounting Software:
12
QuickBooks Online
BrokerLogiQ | 5 Steps to Financial Freedom
“Some people say… if I made more money I would have a better plan. The truth is, if they had a better plan, they would have more money.” - Jim Rohn
Chapter 5
Top 5 Characteristics of the Rich 1)
They follow a plan and maintain a long-term vision.
2)
They follow through on their plan, no matter what, even when they are faced with financial hardship. •
3)
They study wealth and wealthy people and do not rely solely on expert advice.
4)
They believe in deferred gratification. •
5)
They control their wants so that they will always have money for their needs.
They believe money is an abundant resource, not a resource in scarcity. •
13
Even if they can’t pay their electric bill, they will always pay themselves first.
Never say “I can’t afford this”, say “how can I afford this?”
BrokerLogiQ | Top 5 Characteristics of the Rich
“What we measure, gets improved.” Peter Drucker
Chapter 6
Tracking and Scorecards Our ability to make the best business decisions is almost entirely dependent on our ability to plan, track and interpret our business metrics. This principle is bar none one of the most important, but it is also a principle that many business professionals choose to ignore or procrastinate until it’s too late. Tracking activity, behaviour, results and measuring effort are the keys to supercharging productivity, both personally and as a team. We can use a tracker for almost any aspect of our business or personal life. The secret is finding a balance between using the tools to help improve performance and focusing too much on the tracker. Decide on what your key metrics are that you want to track, then select from the tools that follow to help you track and monitor performance.
14
©
Team Business Source Tracker Team Business Source Tracker Fill the blue cells in.
WORKSHEET
Team Source of Income
2018 ACTUAL
2019 GOAL
YTD ACTUAL
1. Referrals from Database 2. Repeat Clients 3. Inside Sales/Lead Conversion Dept 4. Agent Referrals/Networking 5. Strategic Alliance/Partner 6. Events/Community 7. Open Houses 8. Door Knocking/Telephone 9. Sign Calls/Incoming 10. Farming/Direct Mail/Print 11. Website/Online 12. Social Media 13. Agent or Team Member SOI
A Total Ends
0
0
0
$0
$0
$0
B Average Commission C Gross Commission Income (A x B)
15
BrokerLogiQ | Tracking and Scorecards
16
Client Contact Tracker Client Contact Tracker Energize: Recording and monitoring your client contact interactions can help ensure that you follow-up on all issues and provide professional, dependable and organized service. Action: Input the date, name, description, contact form, outcome of the contact and what your next step will be into the tracker. Outcome: You remember when and how you contacted your clients, the outcome of the contact and what your next step is after the interaction. You can follow up appropriately and provide exceptional service
Date
Name
Description
Contact Form
Outcome
Next Step
BrokerLogiQ | Tracking and Scorecards
17
Effort Scorecard WORKSHEET
Fill in the blue cells.
Did I do my best to: (rate 1-10 scale)
1
2
3
4
5
6
7
Weekly 8 Average
9 10 11 12 13 14
Weekly Weekly Weekly 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Average Average Average
BrokerLogiQ | Tracking and Scorecards
Generate new business?
0.00
0.00
0.00
0.00
Reach out to my past clients?
0.00
0.00
0.00
0.00
Build positive relationships?
0.00
0.00
0.00
0.00
Set clear goals?
0.00
0.00
0.00
0.00
Make progress toward goal achievement?
0.00
0.00
0.00
0.00
Find meaning?
0.00
0.00
0.00
0.00
Be happy?
0.00
0.00
0.00
0.00
Be fully engaged?
0.00
0.00
0.00
0.00
Learn something new?
0.00
0.00
0.00
0.00
Be grateful for what you have?
0.00
0.00
0.00
0.00
Exercise?
0.00
0.00
0.00
0.00
Get a good night's sleep?
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
18
Monthly Budget Tracking Energize: Planning a healthy budget each month ensures that your business stays profitable and sustainable throughout the year. Action: For revenue, input your annual gross income goal for the year and update your actual gross income each month. For expenses, input your estimated annual budget and update the amount spent each month on that expense. The tracker will calculate your year to date total and what percent of your goal has been met. Outcome: You have set healthy financial expectations for the upcoming year and can monitor your budget health each month, which allows you to avoid overspending.
Fill in blue cells.
Revenue Category
Income
November
December
Gross Income
$
200,000 $ 47,985
24%
$
28,621 $
19,364 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
ALL
$
75,150 $ 13,085
17%
$
7,695 $
5,390 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Category
Sub-Category
Budget
November
December
Operationals
Brokerage Fees
$
1,000 $
400
40%
$
200 $
200 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Salaries & Benefits
$
15,000 $
550
4%
$
250 $
300 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Consulting
$
600 $
175
29%
$
100 $
75 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Telephone/Internet Services
$
1,500 $
240
16%
$
120 $
120 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Office Programs & Supplies
$
1,200 $
335
28%
$
250 $
85 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Coaching / Training
$
8,400 $
1,400
17%
$
700 $
700 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Travel
$
9,000 $
1,975
22%
$
950 $
1,025 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Meals/Entertainment
$
2,000 $
270
14%
$
175 $
95 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Professional Services
$
1,000 $
125
13%
$
50 $
75 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Operationals
Licensing and Membership Dues
$
2,500 $
2,500
100%
$
2,500 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Marketing
CRM, Database Monthly Newsletter
$
450 $
125
28%
$
75 $
50 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Marketing
Advertising
$
3,500 $
560
16%
$
375 $
185 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Marketing
Printing Material
$
10,000 $
2,200
22%
$
1,200 $
1,000 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Marketing
Client Appreciation & Events
$
5,000 $
855
17%
$
-
$
855 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Marketing
Promotional Website/Video
$
2,500 $
-
0%
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Marketing
Client Gifts
$
5,000 $
375
8%
$
250 $
125 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Transaction Costs
MLS fees
$
3,000 $
500
17%
$
250 $
250 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
Transaction Costs
Advertising Signs, Photos, Feature sheets $
3,500 $
500
14%
$
250 $
250 $
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
$
-
TOTAL EXPENSES
YTD Total
YTD % of Goal January
February
March
April
May
June
July
August
September
October
Detailed Expenses YTD Total
YTD % of Goal January
February
March
April
May
June
July
August
September
October
BrokerLogiQ | Tracking and Scorecards
.
19
SIMPLE BUSINESS PLAN | DEAL TRACKER
Input Field:
Your Name Date Updated
Sources of Business
Update 2015 Actual
2016 Total Ends GOAL
2016 Current YTD Ends
Update ENDS To Go
2016 Listings Taken GOAL
2016 Listings Taken YTD
LISTINGS to Go
BrokerLogiQ | Tracking and Scorecards
Database: Referral Past Client
0
0
Database: Referral Friend/Family
0
0
Database: Referral RRi Network
0
0
Database: Referral Strategic Alliance
0
0
Database: Friend/Family Member
0
0
Database: Referral Other
0
0
Website/Online Lead
0
0
Open House Lead
0
0
Door Knocking
0
0
Farming
0
0
Other
0
0
Other
0
0
0
0
0
0
0 Total
0
% Of Target
Week
28
YTD Projected Activities
0
Actual Activites
0
0
0
0
#DIV/0!
#DIV/0!
0 0
0
0
#DIV/0!
#DIV/0!
Team Budget, PNL Energize: Planning a healthy budget is important for success in real estate and ensures that your business is profitable and sustainable. Action: Input the expenses and gross revenue from the previous year and project your 2018 income and expenses. Outcome: You have set healthy financial expectations for the upcoming year and can see how your income and expenses compare to the previous year.
LAST YEAR
INCOME (a)
PLANNING YEAR
ACTUAL
GCI Net of Brokerage
$
Fill in blue cells
GOAL -
$
% Change -
#DIV/0!
EXPENSES (b) OFFICE/OPERATIONS
ACTUAL
BUDGET
% Change
Salaries & Benefits - Virtual Assistant
$
-
$
-
#DIV/0!
Consulting and/or Agent Commission
$
-
$
-
#DIV/0!
Telephone (Cell / Other)
$
-
$
-
#DIV/0!
Office Supplies
$
-
$
-
#DIV/0!
Coaching / Training
$
-
$
-
#DIV/0!
Automobile & Travel
$
-
$
-
#DIV/0!
Meals/Entertainment
$
-
$
-
#DIV/0!
Accounting, Professional Fees
$
-
$
-
#DIV/0!
Board Dues/Licensing
$
-
$
-
#DIV/0!
Other
#DIV/0!
Other
#DIV/0!
Other
#DIV/0! Total Office Expenses $
MARKETING
-
$
-
$
-
#DIV/0!
$
-
#DIV/0!
ACTUAL
CRM, Database Monthly Newsletter
$
-
BUDGET
Advertising - Newspapers
#DIV/0!
% Change
rint - Farming, Flyers, Guides
$
-
$
-
#DIV/0!
Client Appreciation & Community Events
$
-
$
-
#DIV/0!
Website, Video
$
-
$
-
#DIV/0!
Client Wows - Repairs, Gifts, Cards
$
-
$
-
#DIV/0!
Other
#DIV/0!
Other
#DIV/0!
Other
#DIV/0!
Other
#DIV/0! Total Marketing Expenses $
TRANSACTION COSTS
-
$
ACTUAL
-
BUDGET
#DIV/0!
% Change
Signs, MLS Fees
$
-
$
-
#DIV/0!
Photography, Feature Sheets
$
-
$
-
#DIV/0!
Other
#DIV/0!
Other
#DIV/0! Total Transaction Costs $
-
$
-
#DIV/0!
TOTAL BUSINESS EXPENSES (b) $
-
$
-
#DIV/0!
TOTAL GCI (a) $
-
$
-
#DIV/0!
NET PROFIT $
-
$
-
#DIV/0!
% PROFIT
#DIV/0!
#DIV/0!
20 BrokerLogiQ | Tracking and Scorecards
#DIV/0!
21
Team Goal Setting Simplified Energize: Setting your annual team goals allows you to plan the year ahead, in which you know how many weeks you will work and how many transactions you will complete to achieve those goals. Action: Fill in the cells below with your goals/projections for the upcoming year both for individual team members as well as the entire team. Outcome: You have an annual income target and you know how many appointments and weeks are needed to achieve that goal.
Team BrokerLogiQ | Trading and Scorecards
Personal Goal Commission Split Team Leader Revenue Team/Individual Contributions Total Transactions Listing Sales (a) Buyers Sales (b) Listings Taken (c) Listing Appointments Done (d) Buyer Trips Done (e) Total Listing Appts and Buyer Trips (d+e) Weekly Appointment Goal
Efficiences and Benchmarks Listing Ends of Total (a) Buyer Ends of Total (b) Listings Sold Percentage (c) Listings Taken on Appts (d) Buyer Trips to Buyer Sales (e) Average Commission Total Weeks Worked
0
0 0 0 0 0 0 0 0 0
Team
Team Leader 0 0% 0 0 0 0 0 0 0 0 0 0
Team Leader
Agent 1
Agent 2
Agent 3
Agent 4
0 0%
0 0%
0 0%
0 0%
0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0
Agent 1
Agent 2
0% 0% 0% 0% 0 $0
0% 0% 0% 0% 0 $0
0% 0% 0% 0% 0 $0
0
0
0
Agent 3
Agent 4
0%
0%
0% 0% 0%
0% 0% 0%
0
0
$0
$0
0
0
Scorecard, Simplified Fill in the blue cells.
WORKSHEET
Business Source (Original Source of Lead)
Last Year Total Ends (Act)
This Year Total Ends (Goal)
This Year Total Ends (YTD)
This Year Listings Taken (Goal)
# of Ends to Go
This Year Listings Taken (YTD)
# of Listings to Go
1. Referrals from Database 2. Repeat Clients 3. Agent Networking 4. Strategic Alliances/Partners 5. Events/Community 6. Open Houses 7. Door Knocking/Telephone 8. Sign Call/Incoming 9. Farming/Direct Mail 10. Website/Online 11. Social Media 12. Advertising/Media (Print/Digital)
Total % of Target
0
0
0
0
0%
BrokerLogiQ | Trading and Scorecards
22
0
0 0%
0
SECTION 5 LEADERSHIP, MANAGEMENT, ACCOUNTABILITY
BrokerLogiQ | TEAM Workbook
““If your actions inspire others to dream more, learn more, do more and become more, you are a leader .” John Quincy Adams
Chapter 1
Becoming a Better Leader Contrary to what some people say, leaders are not born, they are created. Exceptional leaders are created through mastery of these qualities.
Here are the Top 10 qualities of great leaders .
1
1)
They know it’s not about authority; it’s about responsibility.
2)
They lead with integrity.
3)
They are invested in helping others achieve their goals.
4)
They inspire with vision.
5)
They care, deeply.
6)
They humbly serve the needs of their team and the business, not their own.
7)
They are gifted communicators and strong influencers.
BrokerLogiQ | Becoming a Better Leader
8)
They know greatness is not measured by what they have, but rather by what they give.
9)
They are passionate about what they do.
10) They have an attraction quality that inspires others to want to be better, do better and dream bigger.
Embracing the Concept of Integrity Powered Leadership Integrity powered leadership is the most evolved level of personal and professional leadership development. Integrity powered leaders are victors of life, not victims of circumstance. They understand that all greatness starts with becoming integrity powered and that unyielding integrity leads to health, wealth and happiness.
Definition of Integrity •
Integrity is when our daily actions are in line with our core values and deepest beliefs.
•
A person of integrity stays true to their values.
•
Integrity is when we do what we say we are going to do when we say we are going to do it.
•
Integrity is when we are impeccable with our word.
•
Integrity powered leadership is when we are not a slave to our impulses but rather a master of ourselves.
Keys to Improving Your Leadership Skills If you’re looking to improve your leadership skills, here is a checklist of some key skills to develop when creating your action plan for leadership improvement. A Great Leader’s Checklist
2
•
Have/embrace a Team Mission Statement and/or Charter
•
Walk your talk – serve as a role model and mentor to your team members
•
Schedule weekly communication/team meetings
BrokerLogiQ | Becoming a Better Leader
•
Set realistic but challenging team goals as well as individual team member goals
•
Hold each team member accountable to their actions to achieve their goals
•
Measure and report everyone’s progress as well as the team’s progress
•
Listen and act on great team member suggestions
•
Constructively criticize in a private, supportive manner
•
Hold contests and fun “team” participation awards
•
Cross-train everyone for support and back up
•
Catch team members doing things right as often as possible
•
Reward exemplary progress monetarily as well as non-monetarily
•
Implement special occasion incentives to reach a specific goal
•
Do not hesitate to fire someone when necessary
•
Create a fun, empowering working environment
Understanding Your Primary Responsibilities, as a Team Leader Just as you have job responsibility outlines for your team members, great leaders have a clear understanding of what their primary job responsibilities are. A Team Leader
3
•
Keeping the team organized, motivated and inspired.
•
Making sure the team is trained/or being trained.
•
Allowing the team to be responsible for their jobs.
•
Finding listings so that the team can be productive.
•
Finding business for the buyer agents.
•
Setting realistic goals for the team.
•
Committing to do the things that are productive and generate income for the team daily. (Team Leader’s Big 5)
BrokerLogiQ | Becoming a Better Leader
A Highly Productive Team Leader’s Big 5 1)
Inspiring/leading - visionary
2)
Hiring/training/development
3)
Lead generation/follow up/conversion strategy
4)
Listing/buyer
5)
Team profitability/finance/operations/hiring
presentations
BrokerLogiQ | Becoming a Better Leader 4
“Where focus goes, energy flows.” Tony Robbins
Chapter 2
Fundamentals of a High-Performance Culture Part of being a leader is creating and maintaining a high-performance culture. This task will never be complete as it requires updating and adjustments as you and your team grow. By following the fundamentals of a high-performance culture, you can have a positive and productive workplace with high morale, great engagement and low turnover. People want to work in a fun, supportive environment surrounded by people who are invested in helping them succeed.
Fundamental #1 FOSTER A CULTURE OF CONTINUOUS LEARNING AND GROWTH. When you help your team become more productive, more profitable and inspire them with hope for a better future, you forge an unbreakable bond of loyalty and trust.
5
BrokerLogiQ | Fundamentals of a High-Performance Culture
With this bond, your team members become advocates and crusaders for what you stand for in business which in turn, helps to continuous fill your pipeline of potential new team members and clients!
Fundamental #2 COMMUNICATE WITH VISION AND VALUES. (Charter)
6
•
People want to feel a part of something, something bigger than themselves
•
An inspiring vision and common values join people together
BrokerLogiQ | Fundamentals of a High-Performance Culture
Fundamental #3 PRACTICE EXCEPTIONAL COMMUNICATION. •
Communication is the cause and solution to just about any challenge
•
Create a set-in-stone communication schedule
•
Weekly onsite Team Meeting
•
o
Goals vs. Actual
o
Key Updates
o
Education session announcements
o
Agent recognition
Host off-site retreats o
Kick-off events, special training sessions
o
Annual general meeting/State of the Union Address
o
Family focused events for holidays or special occasions
o
Have an offsite meeting regardless of how many people - get out of the minutia
o
Monthly or bi-weekly one-on-ones (coaching)
o
Daily Huddles
o
Bi-weekly e-Newsletter with client testimonials and lots of team accolades
Fundamental #4 IMPLEMENT STRONG ORGANIZATIONAL ACCOUNTABILITY.
7
•
Accountability is the secret to training success
•
Even the best training in the world is rendered useless without accountability to action
•
Training + Accountability + Action = Success
•
Great organizations have learned to “coach their agents to success” by harnessing the power of accountability
•
Seek out great accountability tools
BrokerLogiQ | Fundamentals of a High-Performance Culture
o
Goal Setting Simplified
o
Weekly/Monthly Scorecard
o
Quarterly Review
o
Daily Non-Negotiables
o
Coaching Session Progress Report
o
Ideal Day/Week
BrokerLogiQ | Fundamentals of a High-Performance Culture 8
“The greatest leader is not necessarily the one who does the greatest things. He (she) is the one that gets the people to do the greatest things.” Ronald Reagan
Chapter 3
Motivating Your Team Through Accountability Motivating and inspiring your team is an essential part of a successful team. When a team member is unmotivated, lead follow up is inconsistent, prospecting efforts drop and checklists are left incomplete. It is therefore important to recognize strategies that can not only keep you motivated and inspired, but also your team. Accountability is at the top of the list. Establishing the expectations for agents and the process for holding the agent accountable should be outlined at the time of hiring. It is important to be clear the intention is not to control or micromanage, and the idea does not come from a place of distrust, but an understanding that by holding agents accountable for their actions it will help keep them motivated and achieving their goals.
9
BrokerLogiQ | Motivating Your Team Through Accountability
5 Steps to Motivate Through Accountability 1) Establish a daily communication ritual between agents, the administrative team and the team leader. •
At the end of each day have the agents/administrative team send an e-mail or text with a list of what was accomplished that day.
•
Include the intentions for the following day.
•
Update on any personal information that might impact their performance.
•
Send it daily no matter how the day went.
•
This type of communication allows a team leader to have a snapshot of the team member’s day. On a daily basis, they can compare the intended goals for the day and what was actually completed. Through consistent reporting, the team leader may be able to see where team members are struggling, recognize trends and patterns in habits and ultimately be able to help improve performance.
2) Use Tracking Metrics. •
Use tracking metrics to keep track of progress.
•
Tracker use is not limited to big tasks like open houses or closing dates, but can be used for sending BombBomb™ videos, making calls, adding content to a CRM, etc.
•
Trackers are an excellent way for both team members and team leaders to see what tasks are actually being completed and what areas are deficient.
3) Have regular team meetings. •
During meetings, cover trackers for all team members.
•
Make it mandatory that agents bring an updated copy of their tracker to the meeting.
•
While the progress of the trackers should be discussed in a supportive manner, knowing that their numbers will be discussed with the team can be very motivating for agents to complete tasks.
•
For more information on how to run successful meetings, see the chapter on Team Meetings.
4) Create an “Accountability Board” in the office. •
10
At the start of each week have agents write down their goals for the upcoming week.
BrokerLogiQ | Motivating Your Team Through Accountability
•
Remember, they can only manage their behaviour, not results – focus on activities (10 calls/day, 25 doors, etc.).
•
Each morning during the morning office Huddle, have agents make any changes to their board.
•
Discuss the goal vs. actual numbers in more detail during the Friday morning Huddle.
5) Join RRI Coaching and have a coach hold you and your team accountable. •
While team leaders must hold their team accountable, team leaders themselves often need to be held accountable.
•
Team leaders need strategies to get team members to cooperate with participating in accountability techniques.
•
Some team leaders do not have the time to fully hold agents accountable and therefore benefit from the support of a coach.
6) Create an Appointment Challenge. •
It takes 21 days to create a habit, so we recommend 30-day challenges to spark a little excitement and healthy competition.
•
Participate in an office wide challenge where each member of the team is trying to book the greatest number of appointments.
•
Sometimes a prize is good, but other times, just the recognition of winning or reaching their goals is enough to motivate them.
7) Create Weekly Admin Challenge.
11
•
At your Huddle or weekly meeting, have each team member share their top 1 to 3 non-negotiable goals for the week. (Remember, they can only manage their behaviours not results)
•
Create a board to display the goals that is visible to all.
•
Update the board after each Huddle to show progress and/or identify challenges so other team members can help.
BrokerLogiQ | Motivating Your Team Through Accountability
“Always be the person you want to work for.” Liz Brenner
Chapter 4
Managing vs. Leading In many cases, as the business owner/team leader – you may need to be both a Manager and a Leader. As such, it’s important that you understand the difference and when to switch roles or consider hiring a team manager. THE ROLE OF LEADER IS DESIGNED TO SOLVE YOUR TEAM’S: •
Need for security
•
Need for clarity
•
Need for community
•
Need for order
•
Need for respect
THE ROLE OF MANAGER IS DESIGNED TO SOLVE YOUR TEAM’S: •
Need for good people
•
Need for clear expectations
•
Need for recognition (praise)
BrokerLogiQ | Managing vs. Leading 12
•
Need to know you care
•
Need to capitalize on each person’s strengths (sweet spots)
WHEN DO YOU LEAD AND WHEN DO YOU MANAGE? •
A leader sets the stage and inspires productivity.
•
A leader holds people accountability.
•
A manager upholds the rules and system.
•
A manager must be the bridge/go-between for leaders and team members.
•
A manager must walk both sides of the aisle.
Here are a few accountability tools and techniques you can use as both a Leader and a Manager. Scorecards •
Inspire/motivate with visual progress.
Meetings •
Peer accountability.
Global Happiness Exercise •
Help your team members identify their lowest rating and work on this area first. Many spend more time in areas that are already high, but this will not change their overall happiness level.
Corporate Charter •
Unites the team through shared values and vision.
Integrity Tracker (Effort Scorecard) •
This identifies your team member’s behaviours or habits they want to achieve each day, then measures their effort/success through daily accountability.
Major in Majors Exercise •
13
This is an exercise that helps team members identify the highest and best use of their time. It also reveals that they are often spending too much time in minor activities.
BrokerLogiQ | Managing vs. Leading
Scorecard Simplified
Lead Source
Referrals from Database
This Year Total Ends GOAL
Total Ends YTD
# Ends to Go
Listings Taken GOAL
Listings Taken YTD
# Listings to Go
12
11
1
24
10
14
Repeat Clients Agent Networking Strategic Alliances/Partners Events/Community Open Houses Door Knocking/Telephone Sign Call/Incoming Farming/Direct Mail Website/Online Social Media Advertising/Media ( Print/Digital ) Total % of Target
14
BrokerLogiQ | Managing vs. Leading
Global Happiness Rating Worksheet Using a scale of 1 through 10 (1 being the lowest, 10 being the highest), rate yourself in terms of how satisfied you are in each of these life areas.
15
BrokerLogiQ | Managing vs. Leading
“Time slips through our hands like grains of sand, never to return again. Those who use time wisely are rewarded with rich, productive and satisfying lives.” Robin Sharma
Chapter 5
Principles of Time Management Time is the great leveler. Whether you are experienced or not, young or old, whether you live in Toronto or Atlanta, we are all allotted 24 hours a day. What separates those who have built not only exceptional businesses, but also exceptional lives, is what they do with their allotted time. The most productive people in the world have cultivated the habit of doing the things less productive people don’t like doing, even though they might not like doing them. You have two choices daily; to take control of your time or let everyone else control your time. The secret is to focus on being proactive versus reactive.
16
BrokerLogiQ | Principles of Time Management
3 Steps to Proactive Time Management
Step 1) Spend 30 minutes every Sunday night organizing your coming week.
TIME-BLOCK appointments with yourself first; o
Review and reflection time
o
Research and development time
o
Exercise and fitness
o
Reading and learning
o
Quiet thinking or meditation time
TIME-BLOCK appointments with your family second; o
Date night with significant other
o
Date night with children
o
Family day
o
Time with parents
o
School trips
o
Any significant family events
TIME-BLOCK appointments with your business third;
17
o
Prospecting and Marketing
o
Lead Follow Up and Conversion
o
Listing Presentations and Buyer Appointments
o
Weekly Communication with Buyers and Sellers
o
Showing Property
o
Working on your Business
BrokerLogiQ | Principles of Time Management
Step 2) Create an IDEAL DAY and an IDEAL WEEK and work toward being on
schedule at least 80% of the time. Step 3) Take 10 minutes first thing in the morning to plan and review your day.
Secrets to Leveraging Your Time
18
•
Book similar appointments back-to-back (e.g. listing appointments).
•
Say “NO” to requests that are not moving you closer to your goal.
•
Remember the 80/20 Principle almost always applies; 20% of your activities are responsible for 80% of your results.
•
Don’t get distracted by your phone and notifications. Your phone is for your convenience, not everyone else’s.
•
Delegate, delegate, delegate!
•
Eliminate interruptions and disturbances; focus on one task at a time
•
Have a minimum of one day off per week to renew and recharge
•
The more control you have of your time the better your mental health.
BrokerLogiQ | Principles of Time Management
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