Mastering the Incoming Lead Charles & Jenny Turner Turner Team Inc. Keller Williams Realty Professionals charles@TurnerRealtors.com jenny@TurnerRealtors.com 503.936.7764 Portland, Oregon Like us at: www.facebook.com/PortlandRealEstateBlog

Three Models Do it yourself Distribute leads to buyer’s agents Use an ISA (Inside Sales Agent) www.responseaudit.com

DIY- Do It Yourself PROS: You’re the master You know the market You know the area CONS: You have to do it Other tasks may take precedence

Distribute to Agents CONS Can’t call while showing property PROS: No pass off- constant point of contact from registration to closing. Works well when slow Lower cost CONS Can’t call while showing property Lower level of commitment to follow up.

ISA- Inside Sales Agent [Customer Care Manager] PROS: Dedicated to one cause: setting appointments to qualified leads Lead caller typically has different personality than team lead or buyer’s agent so good hire will have more success and less burn out. Confirms appointments CONS Client may feel “passed off” if expectations not set Higher fixed cost Requires a team

ISA Considerations Turner Team runs on the yellow selections Independent 1099 or W2 Employee? Virtual / In House / Local Licensed? Hourly or Salaried? Bonus structure- Appointments / Closings Who pays? Turner Team runs on the yellow selections

Our Progression 2011- I made calls (actually, I didn’t) —-> 2012- We distributed to buyer’s agents—-> 2012- We hired (the wrong) ISA —-> 2013- We distributed to buyer’s agents—-> 2013- We hired (the wrong) ISA —-> 2014- We hired the right ISA 2011- 3 Tigers Closed 2012- 10 Tigers Closed 2013- 13 Tigers Closed 2014- 10 Pending/Closed YTD

2014

Director of Operations The Turner Team Structure Team Leaders Director of Operations ISA Buyer’s Agents Lead VA VA

What Can We Learn From the Registration?

Fake name given away by email eeererrmai Typo in email Area code does not match location IP eeererrmai Fake name given away by email

May not know area: big geographic spread Engaged: saved favorites

Mastering the Incoming Lead Charles & Jenny Turner Turner Team Inc. Keller Williams Realty Professionals charles@TurnerRealtors.com jenny@TurnerRealtors.com 503.936.7764 Portland, Oregon Like us at: www.facebook.com/PortlandRealEstateBlog