AgentLocator Live Dials and Expert Talk, March 16, 2022In this week’s Live Dial Session, Beverly helps Daniel Cayouette, a Toronto Realtor. Daniel’s biggest problems are leads that don’t answer his follow-up calls after initially great conversations. Skip to:
18:06 to find out the best way to learn from your past calls;
27:32 to hear great follow-up strategies for leads that are far away from purchasing and not active on your website;
35:19 to understand why you need to follow up even with unresponsive leads;
46:10 to learn what to do with leads that have already purchased (hint: don’t delete them).
Yeah, I don't know why because we're just kind of chatting, and then you came in, and then we just kind of kept going. But yeah. Unfortunately, all of that, so can we recap? No.
The market is not easy. That's the recap. Only the strong are going to survive, or maybe the stupid, that's what I always say, you know, in real estate. I'm like: Are we crazy? Yeah, we're absolutely crazy to be doing this job. But it is what it is. It's rewarding whenever it pays out. So, Daniel, why are you here today? Talk to me.
So, it is that, it's the educating, or actually the talking to the client, like a total stranger, and trying to convince them that I'm the right agent for them. I've always had that. I am not outspoken, like, I'm not a person whose words are going to be sleek, so it takes a little time for me to warm up to somebody and get a conversation going. But I have found ways of communicating with some of the leads that are in the system. I'd say 9 times out of 10; if I get to speak to somebody once, they never answer the phone again. So, I mean, those I try and you know, I've watched all these live calls. I have watched a lot of them. And it's always: You can't give up. Call two days later, three days later, morning, afternoon, evening, switch it up. But the ones that I do get to talk to, that I can talk to on a regular basis, it seems like they're just dragging their feet because they're not that serious in the market. They're more of a, you know, perusing because they have got nothing else to do with their day. Like, that type of situation, that's what I find. Yeah, so I've been having that struggle. And I'm hoping to be able to get, you know, three-year experience, a little more of: How can I deal with some of these leads that I'm getting on my system? And how do I convince them that they should give me a shot and let me show them that I can be the agent for them?
Did you just get a text message with a four-digit number?
Yes, I did.
What is the number?
What was it? What was it again?
Thank you. Okay, so you don't have a ton of leads. Very manageable.
Yeah, I had AgentLocator change up some of the search parameters on the ads that they run. I was getting, like I was just telling Chris earlier, I was getting a lot of leads looking for homes in Toronto under 600,000. There are homes listed, you know, 6-7-800,000, but as we all know, they don't sell for these prices. They sell over a million and looking for condos under 350. So, I asked them to change that up. I told them the condo is over 500, and for homes, it has to be over a million dollars, people looking for a family. So, that started about a month and a half ago. So, I'm starting to see more leads that are in those ranges, which I think those are probably, buyers are a little more serious than the ones that are hoping to get that once-in-a-lifetime deal.
A couple of questions for you in regards to the dialer that is in the system. Are you utilizing the call feature or the call logging in the system?
Yes, I am.
So, in regards to, and be completely honest here, what does your system look like when a lead registers? What do your attempts look like? What are you doing to engage in a conversation?
I call, and when they answer, then I, sort of, have my own, I developed an answering, like, a sort of an answer phrase where it's, you know: Hi. I've noticed that you've been searching for properties online, and I'm just calling to find out how the searches are working out for you. And if there's anything I can do to help you improve on those. And so I sort of leave it as a not a yes or no question, but a question that they have to respond to, right? Not just yes or no, it's, well, they're working fine, or they're not working fine. So, and then from there, I can add to that. It's worked on a few, like, I've been saying there's a few that have responded well. I was able to call back and speak to them two, three times. But there are others that, like, after the first conversation, they never answered the phone again. So, what am I doing wrong in that first conversation that's not getting there, that's not getting them that confidence that they can speak to me on the second or third call?
So, great. I have a two-fold objective today that I want to kind of walk you through the process. The first thing, I am going to share my screen and put you in the hot seat. Okay, so, what I pulled, and this is what I always do, my very first assessment when I'm like: Okay. When I want to identify the highest priority leads, this is my first go-to. I haven't done any other assessment other than who's my highest priority leads. So, I pull the pipeline: Not Set, New Leads, Tried to contact. So, this is telling me that you haven't spoken to any of these leads, but you were able to confirm that it is a valid number, or you weren't able to confirm that it was a valid number. So, because it's either unknown or valid, and they have had activity within the last 30 days. So, what I'm seeing is, why I asked if you were using the call log or making phone calls, I'm not seeing any calls, and these came in the last week.
Yeah, I haven't been on the system in the last, I'd say a month and a half to two months. Other things in my life have been taking up a lot of my time. And I have got to get back onto the system. Before the holidays, I was calling three, four times a week. I was on the system making my calls.
Okay, so just so you have an idea, what I like to always walk everybody through is you have new leads coming in. And you have the lead that registered the day that you started generating leads, and they've never logged back in. So, your leads go through a process from: I registered today, to I'm now in your database for six months, a year, two years, five years, ten years, however long it's been since you've been generating leads. And the leads are going through the priority pipeline, as I like to call it. So, when you look at leads that you've never spoken to, how do we prioritize who we've never spoken to? It's based upon activity and registration date. The closer they are to the most recent registration, the higher the priority because we want to catch them and find out where they are in the process before they get too far gone. Because we don't know if they are increasing their searching online, because they've been looking for a year and now they're really on it, or if they're just avid searchers, and they really have no interest in buying. So, we need to determine those factors. And the quicker we can have the conversations with them when they register, the better.
But, if we are practicing the three forms of communication, which you have the email and text automating. So, you have two forms of communication that are happening. You're dismissing the third form of communication. So, if we're practicing all three forms of communication, we know we can't make the lead answer the phone, respond to a text, respond to email. If we've done everything we could in order to have that conversation, and they're starting to go deeper in our dashboard with how long ago they registered, they're either going to do one of two things. They're going to maintain activity and continue looking at your emails, or they're not. The ones that are not are going to fall off. Because they're a lower priority because they're not active. The ones that stay active are the highest priority, which is this right here. So, in my opinion, this is the bucket that you have the highest opportunity of having a conversation that's going to potentially convert.
Crystal, that is one of the filters that are in my system, right?
Yeah, you have the, your number one. There are two of them that are duplicated because we downloaded them. They're the same thing. Yeah.
These two are the same?
They just don't have the activity, I think. We don't have the activity on his because these are just people that, and that one's incorrect, I can tell you that much. But he might have updated that to show everyone, I guess, where he hasn't called them. Yep, this has nothing to do with activity in there.
What I always like to stress, so you can see, we went from 22 to 89, right? So, there are lower priority leads that are in these 89 people. So, all you have to do to increase; let's say you only have 15 minutes to jump in here. Well, you don't want to call the lowest priority first. So, you want to make sure you can go right to your Activity, Last Activity, most recent, Sort, so it brings all the most recent activity to the top. No matter when they registered, it brings the most recent activity to the top. And this is the fun one to look at because you just don't know what dates you're going to see registered, like, this one was February. This one was December. So it's, I love utilizing my top based on what my goal is, and my outcome is. Now, when I look at this, this put everything together, when I'm like: Make contact, oh, there was a conversation here, this person's active, and there hasn't been a phone call. So, what was, why is this person Made contact? They must have responded to a text.
Yeah, I've only spoken to this person through emails or texts.
So this is how no lead is left behind, so to speak. So, you can also sort it by your pipeline. I don't know what this means. Lead status, there we go. I don't know what that means. How does that sort that? Tried to contact. Let me see what it does. But it doesn't change. I don't even know what that is because the status, it should… There you go. So, it's alphabetizing. So, New Lead to me means it hasn't been touched. So, these ones mustn't be on automation because when that lead comes in, if they're on automation, it automatically moves them to Try to contact. Right, Crystal?
Yeah, if you're; sorry, say that again.
So, if the lead is on a drip campaign, and they get it as soon as they register, it automatically moves them to Try to contact, right?
If their text message delivers, it would. Yeah.
So, how are these called a New Lead?
Because the text messages failed, that's why.
That's interesting. So, these are all potentially bad numbers.
They could be, yeah, there are all different ways you can look at it.
Yep. So, I just want you to get comfortable, Daniel, with playing with this on whatever it is your goal is because you can go through your new leads, there's ten on that page right there, that you have the ability to just confirm if it's a bad phone number, just move them as a bad phone number. And then what's going to happen is this number 89, you work this page at 10, you're down to 79. And you just organize your database. So, usually, in the coaching world of real estate, they coach you to convert, but I'm like, let's play some online, let's play some online games here. Let's process of eliminate and worry about getting the 89 down and not even think about conversion. Not even think about what's happening. But just finding out who is going to be answering the phone, who you can have a conversation with, out of the 89. And just have fun with it. We get so much in our heads, and we get so worried about converting and closing a deal that we just kind of forget to enjoy the process. We never know where a conversation is going to take us. So this list of 89, if I sat down with no distractions, and I turned my phone off, and I started dialing one by one, I would be through all 89 of these within an hour or an hour and a half, depending on how many people answered the phone. So, the rule of thumb is 23 seconds next, 23 seconds next. Because then you're basically hitting three to four calls per minute.
The first call I always do, I wait until at least I get an answering machine or whatever, and you know their answering machine is…
23 seconds. 23 seconds. So, just think about this, Daniel, if you, like, my phone just rang twice. I just ended the call, ended the call, like that. If my phone rings more than four times, you probably don't want to talk to me because I'm going to be annoyed by the time I get to the phone because I'm going to be trying to get off of another line or my daughter is; she absolutely knows, I swear to God, every time I have my hands full of groceries, that's when she calls. I can't answer the phone then, right?
And I understand that, but my first call that I make to them is getting that answer that confirms that that number is valid or not. So, I've had people where they just gave me the wrong person's phone number, they put in any number, it turns out that's somebody else's number.
And that is a great rule of thumb to follow when you don't have 89 leads to call through, right? So why it's imperative, as you get a lead a day or every other day, it's only one phone call you're letting go to voicemail, not 89. So, yes, to the point, you have to ask yourself: What's your goal? Your goal right now - get through the 89 dials. Just get through the 89 dials because I promise you, out of 89 dials, at least five people are going to call you back at a minimum to create those conversations. So, get through the dials first because that first step hadn't been completed yet, and it's too monotonous to go back and do it with 89 calls right now. It would take you too long. So, practice that with the new leads that are coming in and just get through these right now. And if I were to unblur this, a lot of these you'll be able to tell if they're a bad number, or if they're an international number. And that's why I'm saying as far as the 89, oops international number, wrong number, international number, wrong number, oops, that's like a bogus number, wrong number. I wouldn't even be dialing 89 people here. I would just be moving them and qualifying as a bad number, which is how I can move through it super fast. Is that helpful?
So, now, I want to go to Pipeline. Made contact. And let's go to Registration, all right. If any of these names look familiar to you at all, because I'm seeing they're Made contact, but there's no phone numbers, they must have just responded to text. This one looks like you may have had a conversation with.
Yes, it looks like, I'd have to look at the tag to see what I wrote as, what I put as a tag there. Oh, she's a tenant, okay. And she's, I think that was for two rental properties.
Okay, so, she's, you're not really going to be following up with her, so to speak. So, here's an example, I guess, of somebody that doesn't answer the phone back, monthly check-ins?
That is going to be, so you talked to her on January 5. All right, I'll put you in a hot seat.
My name is Daniel. I'm calling because I noticed you've been doing some property searches online, and I just want to see how those searches are working out for you.
Oh, hi, Daniel.
You are the one, you've sent emails, right?
Well, you should be receiving emails automatically because you could set some settings for the types of properties that you're looking for.
Well, I'm just looking right now. I've been looking for condo properties.
Well, the last email, I have an email that went to you on the fifth; the fifth was when? That was today. So, there was an email that went out to you today, and it does have condos, yes.
So, it's you.
So, yeah. I've been trying; it was for my daughter.
So if anything, if something, you know, comes up, like, serious…
Okay. So, when you say when something serious comes up...
Yeah, comes up. Yeah. You know, for her and for her budget.
For budget, I mean, I can definitely help her out also with budget. I mean, I work with a very reputable mortgage broker. And they can, you know, speak with her and work out the financial plan as to what she can afford.
Yeah, right now, I am in no hurry, no rush, because right now we are all sick here.
Oh my God, I'm terribly sorry to hear that.
No, that's fine.
Okay, I hope it's nothing serious.
No, no, no. It's happening around.
So, you contracted COVID?
No, it's okay. Okay.
Good. Good, good to hear. So, I mean, I don't like to be pushy or anything. But I mean, if your daughter is interested in trying to find something, I mean, knowing what she's looking for, I can help pinpoint those kinds of properties that would interest her.
Yeah. Thank you.
You're welcome. Bye.
Alright, so now, Daniel, I'm going to ask you, have you ever listened to one of your calls?
No, it's the first time.
So, Monday morning quarterback that for me, right? You were in it. You're on the phone. You're in the conversation. It's a very different experience when you're in the game versus watching the game afterwards. So, now, Monday morning quarterback for me, what did you notice? What would; just tell me what you recognized in there?
Well, the one thing is I didn't really get any information as to when they would want to find a property for it. And trying to find what that urgency is. And she mentioned that they're looking for that sort of needle in the haystack. So, I didn't ask what that needle looked like, right? They're looking for that one, you know, the special property. So, what is it? And when do they need it for? And at the end, it seemed to have been; I couldn't hear her very well. I think she was trying to; I basically remember this conversation. In the end, I think she was, sort of, like, trying to just hang up and get rid of me as quickly as possible there. So, that's why I figured: Okay. I think when that one happened, I said: Okay, I'll end this here, but I'll call back in a while to see how their searches are going and try and get additional information. But I'll say: I should have been concentrating on what are they looking for, in the way of property? Like she did mention: We're sort of looking for that special property. Well, what is the special property? What does it take to consider it special? And when do you need it for?
And getting more information, this is where I go into investigative mode, right? Because I can only help somebody if I have all the information. Without all the information, I just, I really can't do any searching, I can't do anything. And the question is: Does this property even exist in this market? Is it even realistic? Because I'm looking at her price ranges, right? And I know what Toronto brings in these locations. Is it going to meet her God's expectations of what they're going to find at that price range? Because at the end of the day, the only thing that makes a transaction happen is expectation meets opportunity, right? It's like, here's the opportunity that meets my expectations. I'm ready. I'm willing to put my money on it. So we need to know what their expectations are to know if there's even an opportunity that's in the market or has the potential to come into the market. Because that needle in the haystack, they may know they ain't ever going to buy anything. And then the other piece that I want to know is: How much is mom contributing to her finances? Is mom going to be giving her cash? Is mom going to be helping her with a down payment? How much is mom willing to help with? How much is her daughter; how much can she afford right now? Is she renting? Is she living at home with you? How much is she paying right now in rent? What is her current situation? So, calling her back, let's just give it a shot.
Let it go. Now, in that instance, you can do one of two things. There's no right way. There's no wrong way. You can leave a message and say: Hey, Imelda. We spoke back in January. I hope you all survived the COVID and everybody's better. I just want to check to see if your daughter has ever found anything. Shoot me a text back. Shoot me a call back. If I don't hear from you, I'll call you in a week or so. Send in your text because you probably won't hear back from her. But you never know. And this is where we need to be conscious of setting ourselves up for that opportunity time. Because if these leads are only going to do business with the people that make it super simple for them that are available, you never know when you're going to hit them right at that opportunity. Like: Oh, yeah, I just saw this one property today. And it happens, right? I just drove by this one property today. Can you give me some information on it? Because you caught them before another agent got to them when they got online. But if we don't ever attempt those phone calls or attempt that communication, we're never going to position ourselves to get lucky. So, you can leave a voicemail. You don't have to leave a voicemail. She saw your missed call. You can follow up with a text message. Hey, Amanda just tried calling you. Just wondered, has your daughter found anything yet? Yes, and then start that communication. So, I always like to ask them, even when she says: Oh, we've been sick, there's no rush. Imelda, what makes the most sense for me to give you a callback? Just to check in on you. When should I call you back? And that way, that takes the guesswork out of when you are going to call them back. And you do that a couple of times. That's where you're starting to build that trust. Because you're doing what you say you're going to do. And she was just in five days ago. She's been looking. I mean, she's been pretty active in the 72 days since she's registered. She knows who you are. Is that helpful?
Yes, it is. Thank you.
So yeah, it was a great; I love your lead-in. You nailed that opening line. You absolutely nailed it. I saw you're online looking at some properties. I mean, it doesn't get any better than that.
Okay. That's from watching all the videos that you guys, folks, do.
I love when people learn. Just looking at Quarterly Check-in. That's a 10 minute; I don't want to activate a 10 minute. Just looking, three to five years. Do you remember this one, by any chance? It was January.
No, I don't.
So, Just looking, are they three to five years out?
Yeah, they were three to five years out from the time I spoke to them.
Okay. And they haven't been in for 41 days. So, when I look at following up with someone like this, I want to make sure that they're getting the emails. This would be a voicemail that I would leave. Say: Hey, Adedamola. I wouldn't even say the name. I'm like: Hey, if the names on the voicemail, you can catch it, great. Like: Hey, this is Daniel. I just wanted to connect with you. We spoke about a couple of months ago. And I know you're three to five years out. But I just want to make sure that you're getting our emails. One of two things is happening, right? There's not a lot coming on the market that's getting sent to her that is forcing her to log in, or the emails could potentially be going to spam. But we don't know what we don't know. So, by leaving that voicemail, it helps to: Hey, I just want to make sure that you're getting the emails. Check your spam, just in case. And I'll check in with you in a week or so. So, when I would leave my note right here because I love this space right here, I would leave a note - Last active 41 days ago or last active, wow, no, I don't know what days ago is, last active 41 days ago as of March 16. Then that way, you have an idea because when this lead comes up again, to follow up a nurture, you know that you've left that message. You know that you told them to go to spam. Then you're like: Yes, she logged in because it's not accruing the 41 days because if she comes up again in a month, it would be 71 days.
That's the game I play with these.
Okay. And if they log back in, then I guess I can assume that they got my text or email?
Yes. And that's where we get caught, right? We're like: They didn't answer the phone, and we don't feel like we're getting anywhere. But it's the little winds that keep me going, especially if I have a wrong email address, and it was, let's say, it was ADAD in email, and I'm like: Oh, it's AD, and it shows, I'm like: Oh, I'm going to change that A to E, and resend the email and I'm going to make a note right here - change email, fix typo from A to E. And then you see they logged in. You're like: Yes, saved her. And it may seem, like, very minuscule, but we really do need to have those little wins because it's not that fun calling leads unless you're weird like me. I've just found ways to keep myself entertained. I'm like the puppy you can leave at home all day, like, I'll find something to chew and destroy. You can hide all the shoes, but you better bet I'm going to find something else.
Practice different accents when you're calling to see if there's an accent that people seem to lean toward. Yeah, like the British or the Australian, it just sounds, like, more sophisticated.
Oh, I like this one. So, it's a first-time home buyer, but they're renting now. All right, let's see if there's a couple, a few conversations. Okay, so that was the first real conversation. Called, no message left. Called, no message left. Called, no… Bastards.
They never entered again, yeah.
Leads suck. All right. Do you remember were they month to month, or were they in a lease term?
I don't know if it was month to month, but they were in the lease term. And I see the Northwood mortgage, so they were, they applied at Northwood mortgage, and they were waiting for their response on there, to find out the affordability from the mortgage. So, I tried calling them on several occasions. My suspicion is that they're not approved for a mortgage. So, they're just not answering. What was the last activity on this one?
So, December 6, at 7:44. And then December 9. December 10. December 13. December 15.
They were on, so it's been 96 days, which sort of corresponds with the last time I spoke to them, right?
Yep, they never logged back in. And that's indicative, right? Like, people get in. They see what they found. And then they continue to Google, and they never come back.
And then I would just let it go. Again, it's up to you if you want to leave a voicemail or follow up with the tags: Hey Manny, it's Daniel. Just checking in. Did you ever find a home? We have 15 minutes left. Let's attempt it.
I noticed that last line there. It says that they wanted to buy it as a rental property, so I think he was looking to buy it as an investment.
The last line: Would buy as a rental. Oh, so they were looking for an investment property.
So yeah, I'd have to; it's a 10-minute conversation. I'm in a meeting. I will call you back. Okay, now what I love about this is it's going to pop up here if they respond, and we'll be able to see it. So, there's what, 8 there right now, so if it pops to 9… Let's see the second page. I'm going to look for people you spoke to. Alright, this is, so what is denoting the difference between a weekly check-in and a monthly check-in?
Speaking with them. I guess the conversation was that I would be calling back in within the next week just to confirm that the searches that I set up were good online.
Okay. So, and to your point, life gets in your way, and you're not able to maintain the consistency with your phone calls, and it's been two months.
Insulation contractor that lives in Courtice. Dude, you are spot on with your notes. I mean, you have no excuses. You're just not consistent. That's it. That is your, I mean, the one phone call I listened to, you're spot on. It's just the inconsistency. That's all it is.
What is this number?
Okay. I remember this client, so they're a contractor from outside of Toronto. And what they were looking for is a condo, sort of a bachelor pad inside the city. So, when they have contracts within the city, they don't have to drive, you know, two hours back home. So, that's what they were looking for. And all those notes were because she kept on telling me to call her back when it's less busy, and they never responded.
They haven't been in. So, these are those ones you're like: Oh, you know, that there's a potential sale. Yeah, I already found something.
Courtice is about an hour and a half drive from Toronto.
This is Beverly. I work with Daniel, and I know you had talked a little while ago about finding a condo in the Toronto area. And I just wondered, have you ever found anything or kind of where are you in that process?
I, kind of, put it on pause, actually. I'm going to be traveling tomorrow. Can you give me a call back after the 26?
Absolutely. Yeah, I'll have Daniel check back in with you whenever you get back. Okay.
Okay, no problem.
Thank you, Chin. Have a great afternoon. Bye, bye. Score.
So, do you see how easy it is to go into that mindset of, because I did it. Ah, 95 days. They probably already purchased, right? Our mind automatically goes to that, but you're like: Yes, she put it on hold. That's why she hadn't been looking now. Call back after the 26. There's still potential here. It's not dead.
Yeah, so, I guess I'll put it, just a note there that I'll call them on the 26th. I, usually, what I do is I set up a text reminder. And that way, it pops up on my calendar and my Gmail calendar.
So, I get specific in why I'm calling back and what I need to do. So, I can say the search was on hold. So, she said: Call back after the 26th. That would be the 27th. I'll just leave it for 10 am and Save. So, now, call back after her travel. That will show up on your AL calendar whenever you go and look at it, so you know: Oh, yeah.
So, you can also, when I pulled all of your Made contact, you can go Last contact, Last contact call, well, if it goes Last recent, it is going to be the ones, I would say Most recent first. These are going to be all the ones that you actually had conversations with. So, this is going to rise everybody that you had a conversation with to the top, and then it's going to go to everybody that you had not had conversations with.
So, where did you do that, Last contacted?
Right here. And you're going to go here. Last call, most recent. So, this way, it's been two months, two months, then you're going to three months. So, you're going to your highest opportunities first, because you spoke to them the most recently. So, they haven't gone, like, way out of your bucket. Now, if you do it the opposite way, it's going to show you Last call, Most recent last. You've never talked to these people. So, it was probably a text message that they responded to, as to why they're in Made contact. And in my opinion, if it's a wrong number, they should not be in Made contact because you haven't really spoken to them.
So, where do we put them?
In Tried to contact. Because if it's a wrong number, you've never spoken to them. Now, it may be you may have spoken to somebody, but it wasn't their phone number. They may have come back to the text and said: Yeah, this is the wrong number. So, it needs to go back to Tried to contact.
What does that mean? They all unsubscribed? Don't judge. I never mark people's unsubscribe because people go and unsubscribe the stuff they don't even realize what they're unsubscribing to. And it's still: Hey, I saw you online looking at homes. I just want to know where you're in the process. So here's another one.
A lot of people don't know, like, when we unsubscribe, consider yourself. We go through, and one day we go: Oh my God, I have got to clean up my email. I'm going to go and subscribe. And, like, we don't even know what we're unsubscribing from. Your leads are likely doing the same, right? So, sometimes they accidentally unsubscribe, not realizing, or something got sent to them. Maybe you sent out another type of email but not realizing that if they unsubscribe from that, they now unsubscribe from the listings, and they didn't want to unsubscribe from the listings.
See, I love this one. A year ago, they had an agent, but they were just in three months ago. That's my favorite tag work because so many agents drop the ball.
Yeah. I did have, at one point, in the early stages of being with AgentLocator; I had one that was looking, like, he was looking at dozens of properties every single day, and he had an agent. But it turned out that it was, I think it was a cousin or his brother that was his agent, and he was giving him a deal. As long as he didn't have to do all the searches and running around. He was looking for all the properties, and then his brother was just bringing it to show him and write up the offer.
Well, here's the thing. How can you offer a deal when a buyer agent doesn't cost you any money? Okay, yeah. I can give a kickback, right? I can give a kickback. And I don't have to take my commissions, but if you explain it to them, you know? If you're relying on third-party resources, you're always going to be a day late. I'm more than happy to give your cousin a referral fee. I would be happy to give them a referral fee. But, no, this, it's been 113 days. We don't know what happened. They may have gotten frustrated, say: To hell with the market. I'm not going to buy right now. And you know, unless it's a relative or a best friend, they're not going to go back to that agent six months later.
This is Beverly. I work with Daniel, and you had spoken quite a while ago, and you were looking at some homes in Toronto. And I just wonder if you ever found anything or where you might be in that process?
Actually, who is this?
This is Beverly. I work with Daniel. You were online looking at homes. You were looking at some condos and townhomes in Toronto. And I just wondered if you had ever found anything.
For the condo?
Yeah. Did you ever make a purchase?
I bought a condo.
You did find a condo?
Perfect. How many contracts had you written? Was it tough, or were you able to win the first one you saw?
Last year, in May, I bought a condo.
Okay, awesome. Thank you so much for the update. I didn't understand a word she said.
Bought in May. She bought a condo. She didn't understand what you were asking her either.
Yeah. I already lost you. If there would have been a language barrier, do you see how we could have gotten some information on what her experience was like? And that's what helps us to kind of know what's going on with the market too. So, she purchased, wait, in May last year.
Yeah. So, May 2021, I guess.
Yeah, so, I don't know. Yeah, it's been a while. Okay. So now.
Yeah, I guess pipeline, we would change that to Has bought. Yeah.
Amanda has some questions. Did you want to talk, Amanda, because we do have your questions in the chat that I did respond to. But did you have some other questions that you wanted to, you wanted to talk? Okay, well, give me one second. Here you go. You can talk now.
Hi. I just had a quick question. In a scenario like that last phone call, would it have been a good idea to talk about how good the market is? And is it a good idea, maybe, to sell and see if she wants to get a home evaluation instead of just kind of unsubscribing her and throwing our way? Maybe started sending her information in the building where she had purchased to see how much it went up?
On this one that I just called, Zoraida?
Yeah, would you have, like, followed up more on maybe getting her to sell and get out of a condo and into something else? Or is it too soon?
It all depends on what your goal is. My goal is, usually, get in and get moving. Because now I know she's already purchased. So, if I wanted to go back, I didn't unsubscribe, or I didn't do anything. All I did was just move her to Already purchased, so I know she's purchased. So, when I have the conversation, and I'm organizing them into a group, then, if I want to go back and work the already purchased people, and I want to be in the mindset of are you interested in selling? I can just work on my already interested, or already purchased people.
And I think it really does depend, too, on the conversation. Like there was definitely, a little bit of a language barrier with Zoraida. She couldn't really carry on a conversation in full detail with her anyway. But in a lot of cases, yeah. Like, dig a little bit deeper and have, you know: That's awesome, congratulations. And then offer them sold listings. Like: Would you be interested in getting information about the condo units in your building and what they're selling for, so you can stay on top of that. You can still mark them with the already purchased. But knowing that you're now sending them sold information for the Toronto area, it's not available for all boards; then you have a way of keeping her active as well, right? You might be able to earn that business the next time around.
Yeah. And just simply ask her: How long do you plan on keeping this property? Was it investment? Was it a primary residence? Was it for your children? You know, and just digging a little bit further up. There's, as I said, there's no right way. There's no wrong way. But yes, there was a language barrier. And those; I attempted because I just want to know, like: What was your experience? And I love when people talk about a horrible experience because then that gives me a story to be able to use with my future leads. But yeah, you can take your conversations. The more information that you can get, the more it's going to empower you in the future. Because it's all about keeping your leads organized after the conversation so that you know exactly why you didn't convert them. So, if they're going to be in Made contact, why are they in Made contact? What was the conversation scenario like, and why didn't I convert them? And now, if I want to go back and work, and I always put it into the description of going to the grocery store. If I go into a grocery store, and I'm buying Oreo cookies, I want to know I'm going into the grocery store. I'm looking for the cookie aisle. I'm going down. I see the cookies, and I see the Oreos. I want to be able to beeline it right to the Oreo cookies, even if I've never been in that store before. I want to go in, get my Oreos and get out.
So, as we're categorizing our leads, we have that same ability. So, I like to - a one-track mind. I don't want to have to think about what I'm saying. So, when I jump into my leads that I've never spoken to, I know I'm just trying to find out where they are in the process. If I'm following up with leads that I had previous conversations with, I know I have to look at the notes to be able to target that conversation. So, I just try to keep everything that I'm doing with a goal in mind so that I'm not all over the place, because a lot of times what happens, we don't have a lot of time to sit down and make our phone calls. And we start going off on this tangent. So, I want to sit down. I want to make 15 phone calls. But I talked to Zoraida, the conversation goes this way, and then I'm spending 10 minutes setting her up on her searches and blah-blah-blahs and blah-blah-blahs. So, I've just lost 10 minutes of dial time, of creating business. I'm working on somebody that I really don't have a bats chance in hell of converting for the next three to five years. So, what I would suggest is if you go down that path, which is not a bad idea, set yourself a task to go back. And then take that time to get everybody set up on their searches, get them set up on their market reports, wherever it is, and don't take the time out of the calling. I hope that, that was a lot.
Yeah, kind of staggering and different. Okay, we're going through the calls, getting all their information, and going back and other; whether it's later that day or what have you, you're not interrupting your pattern. Essentially, it's just that you're keeping that momentum going and then going back to your priority.
Think about your priority and think about the goal. My goal is to have as many conversations as I possibly can so that I know where these leads are in the process. And if you're that far out, and you've already purchased, I really don't want to take the time to have that long of a conversation with you right now because I want to get through, I've got, we're overtime right now. We're three minutes overtime. You know, so, if I had to leave for an appointment, I don't want to go down that path. I would rather make two or three other more calls. And that's just myself.
And Amanda, just have conversations with people. The more relaxed you are on that call and be okay with the outcome. Everyone's going to be different. But the more relaxed and casual you are in that conversation, the lead's going to be less irritated. Whereas if you're asking hard, straightforward, like, just to the point questions, it's, they can definitely get annoyed because they're like, it doesn't feel genuine at that point. Whereas if you just call her up and: Hey, how are ya? Like, yeah. Oh, cool. And, like, can you, kind of, turn it into a conversation with them. Some leads will still be standoffish for sure. But a lot of them will open up. They're not feeling sales pressure coming from you. It's just we're learning about this lead and a little bit about them. If we don't get it all in the first call, well, guess what, we're going to talk to them again, so you can get it next time.
And that's why active listening is so, really important. Even more so on a phone call because we really have to listen to their tonality to feel if we can continue asking those questions. Because you'll get people: I'm at work right now. Call me back. Okay, bye, right? Okay. I'll call you back this evening. And then they don't call back. Well, I wouldn't know if you're worth me calling back. I'm going to ask you one more question. Okay, great. You're at work. I just, are you looking for a home in the next three to six months? No. The next year? No. Okay. I'm not calling you back. Just looking? Yes. Okay. I'm going to call you back this evening, right? So, I always ask that extra question. This is where being equipped, which I said on one of my trainings yesterday, it's like we can have all of the mental capacity to put a roof on a house, we can know exactly how to put a roof on the house, we may have the ladder. But if we get up on the roof, and we don't have the gun and the shingles, we can't put the roof on. So, it's the exact same way with calling leads. We can call leads. But if we're not equipped with our questions, we're not going to get the information that we need to be investigative to solve their problem, to find the opportunity. We have to find out what their expectation is, number one, to even decide if there's an opportunity for them or not. Because there just may not be, especially in this market. If they don't want to overpay for something, then just wait. Daniel, was this helpful for you today?
Yes, it was very helpful. Thank you very much for the time.
You're welcome. Well, we got a few cleaned up for you. So, yeah, you've got it all going on. Just be consistent. That's it.
Okay, well, that's; it's nice to know that I'm at least on the right track and doing the right thing. I just have to be more consistent.
I mean, your notes are spot on. It's just; you get that consistency going, you're going to be a machine.
Okay. Thank you.
Absolutely. My pleasure. Are there any other questions? Are we good?
I think that was it for today as far as questions go. Yeah.
Well, Daniel, thank you for trusting me with your leads and your business. I truly appreciate it.
Thank you very much for your help.
And we will see you in a couple of weeks again, Crystal.
Three. We've got an extra week this month. I got one week of no webinars. Awesome. Well, thanks, everyone. Enjoy the rest of your day, and we will see you all again soon.
Thank you. Bye, bye.