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CINC Office Hours Episode 4 - Chelsea Scott and Tamara Ward | April 9, 2025
Office Hours airs live on the second Wednesday of each month at 11am ET.
Register to watch live and ask your questions at cinccommunity.com/registerforwebinars.
Title: Lead Follow-Up Mastery with Chelsea Scott & Tamara Ward
📅 Date: April 9, 2025
🏢 Presented by: CINC
Register to watch live and ask your questions at cinccommunity.com/registerforwebinars.
Title: Lead Follow-Up Mastery with Chelsea Scott & Tamara Ward
📅 Date: April 9, 2025
🏢 Presented by: CINC
🔍 Episode Overview
In this episode of Office Hours, CINC Training Leads Chelsea Scott and Tamara Ward join Dan Lott, James Terry and Harry Kierbow to share expert insights on lead follow-up, CRM optimization and agent accountability with a focus on the CINC CRM. Drawing from their hands-on experience training thousands of agents, Chelsea and Tamara break down what separates top performers from the rest—and how you can implement those strategies and use CINC to help automate and scale your productivity.
💡 Key Topics Covered
- The most effective lead follow-up strategies used by top agents
- How to build accountability into your daily CRM workflow
- Common mistakes agents make—and how to fix them
- Tips for improving contact rates and conversion
- Real-world examples from CINC University training sessions
🔗 Resources Mentioned
🎧 Listen & Subscribe
Get actionable insights from the trainers behind CINC’s most successful agents. Subscribe on your favorite podcast platform and never miss an episode! Watch live on the second Wednesday of every month at 11am ET.
Creators and Guests
Host
Host
Host
James Terry
James joined CINC in 2013 to help Client Marketing with a special project. He stayed on and was soon managing the build and launch of all new accounts before being asked to lead the Paid Search team. Bringing over 15 years of experience in digital marketing, James is passionate about the high growth potential of our Real Estate clients.
What is CINC Office Hours?
CINC's live monthly open Q&A with different real estate experts. Hosted by Harry Kierbow, Dan Lott and James Terry from CINC. Join us live on the second Wednesday of each month at 11am ET. Register now and submit your questions to be answered live at cinccommunity.com/registerforwebinars.
CINC Marketing: That.
James Terry: There we go.
James Terry: But for sure Dan needs many more raccoons in the cabin than he's got. I don't think we're.
Daniel Lott: We don't like the. We don't like the raccoons at the cabin. We only like it at the house. And actually, since they've started living in the house. We don't like that as much.
CINC Marketing: Wait a second welcome to office hours, everybody, and we'll give it a little bit of time.
CINC Marketing: As everybody comes in, you guys feel free to let us know.
CINC Marketing: You know. Let us know where you're coming from. We appreciate everybody joining us. We got some good
CINC Marketing: questions. You guys let me know what you think about my hat.
CINC Marketing: This is a diversion for me.
CINC Marketing: But you know I
CINC Marketing: see, you know, so I don't know. I'm channeling my sales guy energy today. Next next month I'm gonna do it
CINC Marketing: from behind the wheel of a parked car.
CINC Marketing: There we go.
James Terry: Yeah, that's the pro move.
Daniel Lott: And then a moving car. That's the month.
CINC Marketing: And that's that car will be driven by a raccoon much like.
Daniel Lott: There you go!
CINC Marketing: But yeah, hopefully, at some point today we'll get
CINC Marketing: time for Dan's raccoon stories, which are amazing.
CINC Marketing: And I can show you some of Dan's raccoon themed AI work.
CINC Marketing: which is the stuff of nightmare.
Daniel Lott: That's all right. People aren't ready for that yet. That's that's the next phase.
CINC Marketing: For q. 4.
Daniel Lott: Focused.
CINC Marketing: All right. Cool. Cool. So yeah, 11 0, 2. I guess we can go ahead and get started.
CINC Marketing: Thanks everybody again for coming to sync office hours. I think this is number 4.
CINC Marketing: Is that right? Not great with me?
James Terry: Yeah, yeah.
CINC Marketing: But I usually use a calculator for things like that.
CINC Marketing: But that was right off the top of my head.
CINC Marketing: So yeah, thanks everybody for joining. We got
CINC Marketing: a couple of awesome guests today on the the client service launch side, Chelsea Scott, Tim reward
CINC Marketing: I'm sure a lot of you guys know them already?
CINC Marketing: So Super pumped to have those people here, those people. Sorry them here. I don't know.
CINC Marketing: You try talking for an hour.
CINC Marketing: and but before we go to you guys, I know you've got some great questions that we've gotten from everybody here. You've got some interesting stuff to go through
CINC Marketing: to help people, you know, see a return with sync and best practices. I got to introduce my co-host first, st the most handsome man
CINC Marketing: in the Internet
CINC Marketing: aside from Alvaro Orize, but could maybe take Alvaro in a fencing competition, it would be very close.
CINC Marketing: And now one of the newest inman marketing all stars.
Daniel Lott: Yeah. Oh, you're bringing that up.
CINC Marketing: Yeah.
Daniel Lott: Oh, my goodness!
CINC Marketing: Yeah.
Daniel Lott: Yes.
CINC Marketing: Number one in everyone's hearts and minds.
CINC Marketing: And very handsome did I say that.
Daniel Lott: That's it.
CINC Marketing: So, yeah.
Daniel Lott: Only a hundred people a year or 50. Only a certain amount of people become an Inman marketing all star.
Daniel Lott: and I'm greatly honored, greatly honored.
Chelsea Scott: What does that mean? What does the M. In all Star mean?
Daniel Lott: A lot these discounts at most, but most fast food restaurants. What doesn't it.
James Terry: I mean, you know.
Daniel Lott: It means everything. It means the world. Chelsea. It means it means the world, it's great. So we'll see second in a row.
CINC Marketing: What it does mean is that you have built an extremely innovative advertising program.
CINC Marketing: And you know, it's the best in the industry.
CINC Marketing: So.
Daniel Lott: There you go!
CINC Marketing: Should be, you should be recognized for that. So.
Daniel Lott: Well, thank you. Thank you, Harry. Thank you. Thank you very much.
CINC Marketing: And you're so handsome, too.
Daniel Lott: I know.
Daniel Lott: I know. Well, that's we'll see if I go in that award. That's the most most handsome people in Internet marketing real estate.
Daniel Lott: but we'll we'll see.
CINC Marketing: Yeah.
CINC Marketing: so, yeah. But yeah, I know you got something else on your mind. You wanted to talk about, or should we go to James first? st
Daniel Lott: I think we should go to James first, st because I don't really have that much to say today. So
Daniel Lott: no weather.
Daniel Lott: I want to spread them out. I want to say we're for Chelsea. Chelsea has a lot of lot of dynamite stuff, so.
CINC Marketing: Alright! Very cool. Well, and then, of course, we have.
CINC Marketing: My counterpart.
CINC Marketing: James Terry, the senior director
CINC Marketing: of paid search so hey, James, hope you're doing well. Thanks for being on again.
James Terry: Doing great good morning, everybody.
James Terry: Glad everybody's here with us. I know it's a lot of spring break kind of stuff going on so well.
CINC Marketing: Like you're not watching this from the beach under.
James Terry: Right, I was. Gonna say, my kids are downstairs right now, for example. So if if there's any loud noises in the background, I'm sure it's fine. We'll get to them later. You know, we've got the. I got a border collie, so the border collies keeping them safe. I'm sure that's that's what they do. But but yeah, welcome. Good morning, everybody. Did we ask everybody to to talk about where they were from? Has folks like tossed in where they're logging in from. There's gonna be a ton of floor, all beach towns. Everybody's at the beach right now, or something.
CINC Marketing: Yeah,
James Terry: But yeah, I agree with Dan. Like I think Dan and I are gonna run through a couple of things real quick. But we want to leave the the lion share of this conversation for Chelsea. I'm excited about what she's got to share with us.
James Terry: But welcome and good morning, everyone.
CINC Marketing: Alright. Well, yeah, very cool. I have actually been on vacation for a week. So this is,
CINC Marketing: yeah, this is exciting.
CINC Marketing: Yeah, I know.
James Terry: There's a lot less handsome in my introduction. Handsome wasn't mentioned quite as.
CINC Marketing: It's it's all by design. Okay, I'm just trying to make myself look better. So
CINC Marketing: all right. Oh, awesome. Colorado, Naples, Miami, very cool.
James Terry: Information.
CINC Marketing: You guys are on a beach vacation, but can't.
CINC Marketing: What is a vacation without office hours number 4 is what I always say. And my kids roll my roll their eyes, and you know.
CINC Marketing: so awesome. Montana. All right, cool. Well.
CINC Marketing: we can go ahead and get started. I'll go ahead and introduce our our guests here.
CINC Marketing: So Chelsea Scott is our senior director really
CINC Marketing: in charge of so so much?
CINC Marketing: Yeah, in charge of all of it. Chelsea is quietly building an army at Sync, and will one day
CINC Marketing: take over forcibly via coup but.
Chelsea Scott: Yeah.
CINC Marketing: Yeah, we're really pumped to have you.
CINC Marketing: I know you got some great stuff to talk about. I could. You kind of just tell everybody like.
CINC Marketing: What is it exactly that you do here?
Chelsea Scott: Yeah. Good question. Well, I last month was my 7 year anniversary with Sync. So super happy and still very excited to go to work every single day, so very grateful to be a part of the Sync family community.
Chelsea Scott: all of the above so excited to share that I actually started in compliance. So
Chelsea Scott: everything Mls and idx. That's where I started my career here at Sync.
Chelsea Scott: And over time I've started leading the teams. Whether it was implementation the 1st 2 months that your site's live
Chelsea Scott: our onboarding team. That does the Mls Idx integration. We do the compliance. We do the site build. We make sure everything's in working fashion. So when the site does go live, it's set to your preferences and branding.
Chelsea Scott: And then also the training team taken over the recently the live training team. So come see us in person. We'd love to see you. We have multiple events this year. Next week we'll be in Atlanta. It's a 3 day Sync University. So if you haven't gotten your ticket, please sign up
Chelsea Scott: cool thing about it being in Atlanta this year. Starting this year is we are in the same office building as our headquarters.
Chelsea Scott: So you get to meet and greet your implementation manager, your account manager. Your training specialists like Tamara Ward here. Anybody that you work with throughout the day will be at the office, and we'll be excited to meet face to face. So
Chelsea Scott: thanks for having me, that's my spiel.
Chelsea Scott: Want to go into some questions.
CINC Marketing: Yeah, absolutely.
CINC Marketing: Well.
Daniel Lott: But I just wanted to. I wanted to point out.
CINC Marketing: Whoa!
Daniel Lott: That's at the event. Next week Harry, James and I will be there answering questions, taking photographs.
Daniel Lott: people that you know you've seen us on office hours every month for the last 3 months.
Daniel Lott: So yeah, if you want to, you could see us in person.
Chelsea Scott: Yeah, we actually got we got some great reviews and feedback for you guys joining the
Chelsea Scott: the Sync University people could pop in, ask questions during breaks things like that and really get that face time. So thanks for joining last time and thanks for joining this coming week really appreciate that.
Tamara Ward: Yeah. And I'll definitely emphasize if you can make it make it to an in person training. It is, it really is an experience, and you always come out with a lot and you, it's a great networking event as well. You're gonna meet other agents.
Tamara Ward: possibility of future referrals right there. So really, really awesome.
Chelsea Scott: Yeah. And Tara, since you
Chelsea Scott: or speaking up, let's intro you. Tamara is a senior training specialist here at Sync. So tell us a little bit about yourself.
Tamara Ward: Yeah, I am the senior trainer. Training specialist. But I'm also the training coordinator. I've actually been at Sync for 7 years now. And I,
Tamara Ward: I
Tamara Ward: really kind of specialize in making sure anybody who's starting with Sync understands how to use the platform training on our best practices. But I also, in my new role, do a lot of kind of internal employee training, and then also registrations for sync university. So you can message me directly, too. If you are interested, or have questions about it.
Chelsea Scott: Awesome love it. Yes, Tarama keeps my head on my shoulders, so appreciate her every single day. Thank you so much.
CINC Marketing: Yeah, that's a good place for your head to be. We're glad it's there. Good work, Tamara. I've never noticed any deviation in Chelsea's head, as you can see, it's quite straight.
CINC Marketing: So that's fantastic. And I will say I love having sync you back near the office. You know we've been around for a long time, and we used to have
CINC Marketing: I remember still having them in the the office building. You know where we were working. You could see everybody right down the hall.
CINC Marketing: It's kind of like a like a terrible chocolate factory tour, or something for all those people that that came, and the unfortunate few who stayed in the Days inn
CINC Marketing: across the parking lot. But it was really great, it
CINC Marketing: you know, what was last one, maybe in Atlanta. That was the 1st time we had had it back. Yeah.
CINC Marketing: that's right. Yep.
Chelsea Scott: Yeah, it's great before Covid.
CINC Marketing: Yeah. So that was awesome getting to meet everybody, Beatty getting to be over there
CINC Marketing: really, really cool. But.
Chelsea Scott: I think that you know the thing that is so great about the in person is well.
Chelsea Scott: people are different, have different learning, habits, and sometimes virtual. Just isn't the form that gives them the best exposure or knowledge share. And so, having that face to face is great. But I think also, too. It's it's a time for you to focus in on yourself
Chelsea Scott: when you're at home, when you're in the car, when you're doing whatever there's always something that can become more important than investing into the Crm. Your Roi things like that. And it's it puts blinders on those 3 days to where you can really invest in yourself. You're paying for this system. Why not take advantage of it with the in person training that we have to do yourself a favor, and and give yourself that dedicated time to learn.
Tamara Ward: And just to add on to that, I also think it gives a lot of agents a little bit more confidence. I think a lot of agents are scared to make a phone call and and dial, and one of the final day is just conversion. You learn scripting best practices from our conversion coaches who are agents themselves. But the final hour, you know you're you're calling your leads. You're implementing those best practices, and
Tamara Ward: there's something about having a room full of agents, you know you're seeing the success that they have, and every time that they get an appointment they ring a bell and they celebrate it, and it just gives you this sense of confidence like, hey? If they can do it.
Tamara Ward: I can do it too.
Chelsea Scott: Yeah.
James Terry: Those events. Yeah, belief is at its absolute highest. At a you know, at a peak, when that bell rings, and you know everybody's got the same script, and everyone's doing the same thing. And yeah, confidence comes from that belief in that environment and everything. And actually, Dan, I know, do you want to talk about speaking of success stories? A Dan had a com, a success story. We wanted to to bring up.
Daniel Lott: Okay, Dame. Yes. So last month if you were here. I talked a lot great length.
CINC Marketing: Of course they were here. Dan.
Daniel Lott: Yes, yes, at great length. About how in Charleston, how one of our clients sold the most expensive house in the history of Charleston, and it was from a sink lead, a lead that we generated, and it was a
Daniel Lott: 19 million dollars house, and then the furniture cost 3 million dollars. And so for a total of 22 million dollars. And I went on, a great detail about this transaction. And it started 9 years ago, is when we created the Ad group, which 9 years later would become the lead which a week later would become a 22 million dollars sale.
Daniel Lott: And so I'm walking down the streets, you know, at the grocery store, and all that, and people like lots of fans. There's lots of fans, and they were telling, asking about the story.
Daniel Lott: great.
CINC Marketing: Sorry.
Daniel Lott: But I don't have 9 years to work on to get a sale.
Daniel Lott: So it was brought to my attention. Might have been from Chelsea. Actually, somebody.
Daniel Lott: Danielle, I think I don't know. Somebody said.
Daniel Lott: was telling me the story about a recent sale that just took place in the last couple of weeks, and it was a client who started in February, and it was their 8th lead.
Daniel Lott: and it
Daniel Lott: almost went under contract almost immediately. But it was their 8th lead that was generated. It was Hold on!
Daniel Lott: Alright, pop! Something up here
Daniel Lott: got my notes. It was the 3rd day with Sync that we generated the lead
Daniel Lott: and was, that was 46 days ago. It is under under contract. It was the 8th lead that was generated.
Daniel Lott: and we talk a lot about hyper local micro targeting, and the one in Charleston was
Daniel Lott: kind of on the micro targeting side, which is, it was a Charleston, but we drilled down into a niche. And that's what the landing page was.
Daniel Lott: This one would be the hyper local in that the ad was not for a city. It was the city was in was Estero. I don't know Estero, but it was the it was a neighborhood in Estero that we had created an ad group for so that's what the person searched for who bought the house, and that's how the lead was generated. So
Daniel Lott: you know, if we would have just done an Estero
Daniel Lott: ad group. They wouldn't have gotten that lead, and they wouldn't have
Daniel Lott: 8 days in, or however, or 8 leads in, not of gotten a 1.3 million dollar house, which is pretty impressive. So
Daniel Lott: just want to say it doesn't take 9 years. It can take days so.
Chelsea Scott: I think, from like start, like their site went live to when they closed. So it's absolutely incredible. We love to see it, too, because it was during its implementation phase, the 1st 2 months of
Chelsea Scott: the client lifecycle. Once they go live, they get paired up with the implementation manager and a trainer. And when we see that early success, there's nothing else that gets us more like amped up about the product when we can share that success and happiness with our clients. So I think the implementation manager was Nate Randall, and he was telling anybody and everybody. So he was very proud of his client. So
Chelsea Scott: way to go.
CINC Marketing: I know the Charleston sale. AI played, you know, maybe not a large part, but an important part in the lead coming in on Sunday night, and AI
CINC Marketing: establishing contact and setting an appointment the next day was there.
CINC Marketing: You know, AI involvement in this one, do you guys know? Or I'm just curious.
Chelsea Scott: I am unsure.
Daniel Lott: I'm bad lawyering. I don't know the answer to that question.
James Terry: Well.
Chelsea Scott: Right.
Daniel Lott: We could have found the answer out, Harry, had you had you mentioned it like 10 min ago, we could have.
CINC Marketing: I've been on vacation, Dan.
Daniel Lott: Well, yeah.
Daniel Lott: But but yeah, another thing that's really cool about the sync system is that there's a place like, especially with that Charles, the one they've had lots and lots of notes of everything that was said, every AI conversation, everything in great detail. And so that's that's a good way for you to keep track of everything that's that's working so
Daniel Lott: like
Daniel Lott: for neither of these clients I've I haven't talked to him so it's like, but I'm able to know exactly what happened down to the most granular, like every search term, every keyword, every everything, every.
Daniel Lott: Because of all the data that we're we're collecting.
Chelsea Scott: Yeah, we have the data that you guys are pulling. We have the data that our clients are hopefully documenting within the system. Right when you're getting started you may have a handful of leads, because there's always going to be that ramp up your campaigns new.
Chelsea Scott: but after a while there's absolutely no way. You're going to remember every single conversation that you've had with your lead. So, making sure that you document you make those notes you set those reminders is crucial to make sure that things don't fall to the side or slip through the cracks, so do yourself a favor and save your time, your future self time
Chelsea Scott: by documenting anything and everything you can.
CINC Marketing: Well, you know, I think the AI stuff is. So I was watching
CINC Marketing: Facebook reels last night and saw an ad from, you know, a competitor that said,
CINC Marketing: it's got lots of cool AI email stuff
CINC Marketing: like, well, you know. Okay, you know, like, what does that mean? But I think the investment in AI for Sync is very real, and it's being guided in a very intelligent way.
CINC Marketing: And I'm very, very excited about it, because, you know, we do have the data. We do know
CINC Marketing: that the leads, you know, close. And I think anything we can do to just
CINC Marketing: reduce volume of tasks and in increase value of tasks, you know, using AI
CINC Marketing: like, that's our that's our focus right now. And that's what's gonna help you stand out over
CINC Marketing: competitors that have things like some really cool AI email stuff.
CINC Marketing: But oh, well, we do. We do have some questions.
Daniel Lott: That said, we're gonna have AI. I assume that's that's probably the next month or so.
CINC Marketing: That is true.
CINC Marketing: Okay, but I'm just saying we have more. Okay, we have more.
Daniel Lott: Ours will be better.
CINC Marketing: Yeah, and we'll be able to say what it is.
CINC Marketing: all right. So we did get some questions. So speaking about AI email, or maybe I don't understand exactly what this is. We got a question from a client around auto tracks.
CINC Marketing: So this was from Marie.
CINC Marketing: Maria asked, what are some auto tracks that engage. And do you use video with them?
CINC Marketing: So I'll leave that for you. Chelsea and Tamara, or Dan and James, feeling squirrely.
Chelsea Scott: Yeah, so you can definitely use video whether it's within a text or with an email and auto tracks a lot of people. You like utilizing the video feature because it puts their own spin on the conversation. Sometimes
Chelsea Scott: people gravitate towards the videos. First, st the words, every consumer is going to be a little bit different. But that's a way to make yourself have like an instant impression. If it's a quick video. So yes, you can definitely embed those videos and auto tracks. Text is 20 seconds or less for the video length. And the email is going to be 2 min or less.
Chelsea Scott: one that's going to help with deliverability. If you have a large item, a large video item within the email, the deliverability is going to be less. And so we put those caps on there in place. So the deliverability rate has a higher success threshold. So keep that in mind. I know that Tamara also sent in the chat to some great help articles about auto tracks.
Chelsea Scott: The great thing is is, we have templates that engage. We have templates that you can copy and paste or tinker with, but you also have the ability to create your own auto tracks, whatever content you want. So the flexibility is pretty much endless in terms of verbiage content. And such. One thing that we like to use often is the bad phone number auto track, and that is, if someone signs up on your website
Chelsea Scott: to give you their con, their contact information except their phone number is invalid. So let's say they give a Chelsea anderson@gmail.com
Chelsea Scott: email. It's valid. But we know that the phone number is not. We can set them up on auto tracks to say, like, Hey we don't have your correct phone number. It's gonna be prompting them to make changes to that. So one you're able to contact them via dials. But then you have some kind of interaction. Maybe they don't want you to talk to them via phone call. And so that's a an entry point to say, Hey, let's keep this on an email conversation level only. So we love that one.
Tamara Ward: I owe.
Chelsea Scott: See.
Tamara Ward: I always like the nurture campaigns. So anybody who says I'm just looking. I'm 2 years out. We have 4 different nurture campaigns, 2 for buyers, 2 for sellers. The biggest difference is, do they contain emails? Only text and emails.
Tamara Ward: best practice. If you are using auto tracks. And if you have Alex the AI running on your site. You always want to
Tamara Ward: use more email based communication when using Alex. But the nurture campaigns are great to help kind of long term nurture clients who might not be right. Now, we do actually have a couple re-engagement templates. There's holiday templates. So if you just want to send a friendly holiday message and one of the articles I just sent above. So I sent our auto tracks information Hub.
Tamara Ward: which has everything from just what are auto tracks to best practices.
Tamara Ward: But the second article is quick and easy auto tracks to set up, and it actually gives you some of
Tamara Ward: my personal favorite auto tracks, but it tells you in that article how to actually set it up. How do you trigger it? How do you end it on a lead, and the other thing to be mindful of is don't feel like every lead needs to be on an auto track. I always like it more for situational things that you note
Tamara Ward: or C, so like Chelsea mentioned, this person has a bad phone number. Maybe we start them on the bad phone number campaign and can get them to respond and give us a better phone number. Maybe somebody did say, I'm just looking. Not every lead needs to always be on a automation, and your system is automatically sending your leads, property alerts, home pulse reports. So we're already engaging your leads. You don't want to ever put them on too much, but great articles to reference.
Chelsea Scott: Yeah, I think that's A necessary comment. So thanks for bringing that up, Tamara. Not every lead needs to be on auto track, and that sometimes
Chelsea Scott: gets confusing because they're like, who's engaging right? But there's those automated pieces in place. Not only is there the property alerts they could have AI
Chelsea Scott: added to. So there's conversations that are being had. So do not feel and do not put every lead on auto track.
Chelsea Scott: If you
Chelsea Scott: give them too many emails. What are they going to do? They're going to unsubscribe. So trying to find that good balance of meeting in the middle. It's gonna be best.
CINC Marketing: Can you guys? I I know you touched on it briefly, but one of the things that's always so
CINC Marketing: looking at it kind of like a timeline right? Like auto tracks came. And then AI, maybe that's wrong.
CINC Marketing: But
CINC Marketing: like, how how do you guys that was interesting about using auto tracks more in an email email, only basis. If you're
CINC Marketing: you know, using AI as well, like, what's is there kind of a general best practice?
CINC Marketing: Yeah, around, how do you use AI and auto tracks in conjunction with each other? Or should you.
Chelsea Scott: Previously our system allowed you to set up auto tracks for text and email, even if they had AI and we've learned over time that we want to focus on deliverability rate and having both of those text messages coming from auto tracks and AI it can, it can hinder the deliverability. And so our system now has a stoppage point where, if there is a text auto track step.
Chelsea Scott: it will actually skip over it. If AI
Chelsea Scott: is coupled onto the lead, and that's for us to have safeguards for you.
Chelsea Scott: So you could put it in there. It's not going to deliver out if you put the text message within the auto track. But it's best if someone is on AI and you're setting up auto tracks and you have AI active on your site.
Chelsea Scott: Stick to email only.
CINC Marketing: That's interesting. I didn't know that. So that may be something that you know someone's doing right. But I mean, I guess even if you have the AI going, it'll step over it. So that's
CINC Marketing: very cool.
CINC Marketing: So we did get another question that we got came from sherry
CINC Marketing: note note out there in TV land that I give preference to people who submit questions with names that rhyme with my name.
CINC Marketing: Excellent! Yes. So, Harry, Mary and Sherry.
CINC Marketing: here we go. This is from Sherry. How to best convert inquiries for a market analysis. Is there any
CINC Marketing: kind of best practice, I mean, do you hand? Do you treat those differently like?
CINC Marketing: Is there a best practice.
Chelsea Scott: Yeah, so it depends on which angle we're approaching it. If we're talking about auto track still. We have a market report that we can set up, and it will send out every month. We can. If we've had a conversation that we've already had with the lead we've made contact with them. We have them on the market report. We want to make sure that we reach out to them. We dial them. We try to increase that level of engagement
Chelsea Scott: away from emails and more conversational via dials. That's just going to give us more insight of like.
Chelsea Scott: did you understand the market report. Do you have any questions on the market report? You know the market report is going to be something that the system creates. But you're the expert. You're the total expert in that area, and you're the real estate agent. So you can always add different color commentary to an analysis. The system will do
Chelsea Scott: so make sure that you're not just leaving it to an email campaign, and that you're engaging with them on dials, asking them if they have any questions, what they can help you out with, or what you can help them out with. What? You know, as a real estate agent is great for their area. Add in your experience to that conversation. So it's just not a copy and paste market analysis.
CINC Marketing: Yeah. And I saw Tamara put like home pulse in there. I know one of the.
CINC Marketing: So for a long time one of the frustrating things for us was, we could see all these existing leads taking action in the database that we thought were extremely important actions, but it was difficult to find them within the database. Right? And so that's been, we talk about AI and taking more actions of value versus volume I just made that up. It should be a shirt.
CINC Marketing: had my lap.
CINC Marketing: Don't you steal that, Ed? My lap? I know you're watching.
CINC Marketing: but things like home pulse, you know we've really increased the call outs of.
CINC Marketing: you know, someone can click. How quickly could I sell this? Or you know, I want a more detailed evaluation.
CINC Marketing: And then the system does a much better job of alerting you.
CINC Marketing: you know, to that. So I think that kind of stuff is, you know, really important. And I always.
CINC Marketing: It's just where we're going in the future right of of
CINC Marketing: making it easier to identify these leads that are taking these actions. I I did see in the Facebook group while I was on vacation. Someone said
CINC Marketing: that Sync closed a lead that was generated 4 and a half years ago from Zillow.
CINC Marketing: you know. So the Sync follow up. Putting them, bringing them into sync
CINC Marketing: is what he attributed that sale to. So I thought.
CINC Marketing: That's a return on an expensive lead, and
CINC Marketing: you know something. You let the system do its work, and 4 and a half years later
CINC Marketing: turns into good stuff.
Chelsea Scott: Yeah, we are doing a better job of bubbling up those inquiries that happen on your site, because we do have so many call to actions, those Ctas within the website, whether it's home pulse, whether it's the property detail page. We want to make sure that you guys are seeing those actions being taken, we rolled out a new version of the agent Launchpad this year, and there's 2 tabs within the agent launchpad that are really great for those inquiries, and it's going to.
CINC Marketing: Oh, my!
Chelsea Scott: Like requested.
CINC Marketing: Wait! Wait!
Chelsea Scott: What?
CINC Marketing: We actually got a question. We actually got a question just on this. So I wanted to ask the question. And then you
CINC Marketing: you go right right there again. It's easier for me when I edit this after. Otherwise I'd have to
CINC Marketing: move myself around. So I'm just thinking of me here. This actually comes from someone whose name does not rhyme with my name. It's Victoria
CINC Marketing: or wait. Actually sorry I have Victoria's question. This comes from
CINC Marketing: Don want? What's up? Don want. I know you, man, it's a thanks for asking us a question, but he was asking Which old leads other. Sorry. I've got a really small window here other than P. 3 to call, to dig out new business.
CINC Marketing: and this may be along the same lines or not.
CINC Marketing: But this made me think of the trending leads and that kind of stuff currently I'm doing. p. 1, p. 2, p. 3,
CINC Marketing: and also calling leads that are engaged in the last 55 days clicking on a property alert.
CINC Marketing: Oh, so, anyway.
Chelsea Scott: Can you say what you're saying before? Someone rudely interrupted. You
Chelsea Scott: sure. So 1st off great job calling your p. 1, p. 2 and p. 3. That's amazing. That's gonna be like foundational best practices. So even mentioning that makes me very happy and proud. So kudos to you.
Chelsea Scott: So keep doing that right. We want to make sure that we reach out to those leads that fall in those filters Monday through Friday. So every single day. We're prospecting those leads in addition to that. So say you have that foundation. You're doing that you're prospecting in the morning, in the afternoon, Monday through Friday. What else? Right?
Chelsea Scott: I think a lovely spot like I mentioned the agent. Launchpad is going to be a great insight to these trending leads. These contact requested. These leads that may fall out of the p. 1, p. 2, and p. 3.
Chelsea Scott: And that's going to give you some extra visibility into what leads are taking action, and how you can reach out to them right? So within contact, requested on the agent launchpad, we have, like AI, ready leads. We have cash, offer inquiries, home pulse, inquiries, property inquiries, and showing requests
Chelsea Scott: on the trending leads. We have similar actions, but there's added stuff like frequent visitor to someone coming back to the site often? If so.
Chelsea Scott: give him a call.
Chelsea Scott: Do they have high favorites? Are they going through your website? And they like this. They like this home. They like this home. They like this home. They have high favorites. Let's get them on the line and see if we can learn more about their why, why are they looking in that area? Why do they want a 2 bedroom, 2 bath? What's important to them? Did they share a listing. We see this where
Chelsea Scott: the spouse will get online, find your website, and they share a listing of a home. They really like to their spouse right? So that engagement. They're having conversation outside of your Crm. To each other at night. Let's make sure we pick up the phone and give them a ring.
Chelsea Scott: If they've updated their contact information. That's another thing. Right there.
Chelsea Scott: The bad phone number auto track template that I had mentioned earlier. They come back to the website and they actually validate everything. They give us the correct phone number.
Chelsea Scott: and then they get real verified, excellent opportunity to reach out to a lead that has taken action to clean up their contact information. That's them wanting you to contact them, to take advantage of that.
Chelsea Scott: Another thing outside of the agent Launchpad, that I think is great to always look at. If you're working those P filters and and F filters, if you go to your leads, and you start looking at your pipeline stages. There's an opportunity where people move their leads into a pipeline too soon.
Chelsea Scott: and if they move them to another pipeline. It could fall out of these P filters right? So I would do an audit on your website. Go to the pipeline stage of contacted.
Chelsea Scott: Look at all your leads and you're contacted.
Chelsea Scott: Have you actually contacted them? Have you had a successful conversation of getting their 5 w's their who? What, when, where, and why, if you haven't.
Chelsea Scott: or you don't know enough about them.
Chelsea Scott: move the pipeline back up to attempted contact, let it filter back through through your P. Filters, staying organized and kind of re
Chelsea Scott: relooking at your leads in those pipeline stages can give you some awesome engagement.
Chelsea Scott: There's that.
CINC Marketing: Do you guys, do you guys have?
CINC Marketing: This is another question I don't know the answer to. So if you don't, that's okay, I'm just wiiling, coming off vacation
CINC Marketing: crazy.
CINC Marketing: But do you guys have any kind of
CINC Marketing: like expect when you look at someone's pipeline? You know, when you're maybe implement like, like, let's say, they're just getting started
CINC Marketing: when they're going through implementation, you know, after they've been
CINC Marketing: with us for 3 4 months.
CINC Marketing: Do you have any kind of expectation of like, what percent of leads should you see as contacted? Or.
CINC Marketing: you know, is there any kind of what's best practice around that, or thoughts around that.
Chelsea Scott: Yeah, so I will. Well, it looks like camera is sharing a lot of things in the chat. So definitely make sure that you guys check out the chat and click on those resources and bookmark them. But another resource that's really awesome. And we're really proud of it. Is our sync success playbook and that is something that will show at minimum what your results should be within the life cycle of your account and going live.
Chelsea Scott: And so just at a minimum. When you're in the engagement phase, which means month 3 to month 12, we do have that listed of what it should be. So month 3. A minimum of 30 leads contacted and one appointment set. That is just doing the bare minimum. Right? So if you're engaging Monday through Friday, working those p filters and f filters
Chelsea Scott: you have good foundation of prospecting the morning and the afternoon. You're using your scripting all those things. You're going to see a betterment than 30 leads contacted in one appointment set.
Chelsea Scott: But this is just kind of letting the system cherry. Pick you cherry pick which lead you want to call out right. But if you are actually doing our best practices, we expect more than 30 leads contacted in the 1st 3 months and more than one appointment set.
Chelsea Scott: and so we can share out.
Chelsea Scott: Nope. There she did. She sent out the Sync success playbook for you guys to bookmark.
Chelsea Scott: The success play. But it's really great because it actually separates segments out
Chelsea Scott: into 2 different segments, which is the Owner's Manual and the Daily Money play. So the owner Owner's Manual is going to be more specific to things like expected results.
Chelsea Scott: how many meetings will you have with your implementation manager, your account manager. So it's kind of like a high level view from the site owners perspective of what they should expect in terms of service and results, and that daily money play is going to be a section for everybody. It's going to be our our best practices. All condensed into a few pages. So it's seamless of like, what should I do when I wake up in the morning? What am I doing? I'm working on my daily money plays so.
CINC Marketing: What? So that was one of the things that was most interesting to me is the daily money plays, because I know you mentioned that to me.
CINC Marketing: you know, when you graciously agreed
CINC Marketing: to come on and thank you. But, like
CINC Marketing: like, what can you give us a preview of the daily money play.
Chelsea Scott: Yeah, of course, let me share my screen so we can go into more detail of it. So.
CINC Marketing: Oh!
Chelsea Scott: We have identified 3 daily plays that need to happen for ultimate success. It's going to be dialing.
Chelsea Scott: It's gonna be usage of the agent launchpad, and it's gonna be our scripting.
Chelsea Scott: We know that if we can get a foundational habit of this
Chelsea Scott: we will see success. Obviously, there's going to be other things in addition to this, to ultimately
Chelsea Scott: close a deal. But this gets that pipeline up and going. It gives you details. That who is in your database and get you to that. Why, of why they want to buy or sell a home. So making sure that
Chelsea Scott: we hit these 3 things daily.
Chelsea Scott: They're gonna give you some money. So
Chelsea Scott: While we love AI, we really do. We're in a world of AI right?
Chelsea Scott: Nothing's going to be better than you making a personal connection with someone over the phone.
Chelsea Scott: So we want to dial dial.
Chelsea Scott: we have this, you know, Stat, that 86% of home buyers work with the 1st agent they speak to.
Chelsea Scott: So how can you make sure that you're the 1st one that gets in contact with them. That doesn't mean that they're going to answer on the 1st time you dial them.
Chelsea Scott: But if you're persistent about it, and consistent week over week, you will get them on the phone, you will get them to answer. So dialing
Chelsea Scott: very important
Chelsea Scott: agent launchpad. Something. I kind of referenced earlier with the contact requested, and then trending leads. It also houses our prospecting and follow up filters, so that p. 1, p. 2, p. 3, and all of the lead reminders. And it's a great one. Stop shop because it tells you exactly like what you should be doing or who you should be calling that day.
Chelsea Scott: I will go. Can you see? The launch pad?
Chelsea Scott: My screen? Okay.
Chelsea Scott: this is a test site. So I don't have any leads in it right now, I think I have maybe one that's assigned to me as a lead reminder. But when you log into your website everybody should be automatically directed to the agent Launchpad, and this is your to do list for the day again. It's not the only thing you need to do, but it's where you start, and you finish your day.
Chelsea Scott: So we have new lead, which are p. 1,
Chelsea Scott: and those are the leads in new pipeline status. They
Chelsea Scott: gracious graciously have been bidded on with the Google or Facebook. And they've been added to your website because they've signed up. And they've registered on your website. So these are all those new leads the client marketing team is sending you guys, we want to make sure that new leads P ones are contacted within 5 min.
Chelsea Scott: Speed. Delete is crucial for p. 1. s. Okay, that doesn't mean that we're always going to be able to get to every new lead within the 5 min, but it should be a standard for you to always try to achieve if you can.
Chelsea Scott: So those ones.
CINC Marketing: From a marketing standpoint. I think that's super important, too, because as we look at traffic, share
CINC Marketing: more and more and more and more traffic is mobile. So they're probably holding that phone
CINC Marketing: right? Then, right? Like they, they click, submit. They verify their phone number like they're holding that phone looking at your site
CINC Marketing: right there.
Chelsea Scott: Yeah, exactly. So this new lead. P, 1. 1st 5 min. Another
Chelsea Scott: spot to look at in the 1st 5 min is going to be your contact, requested.
Chelsea Scott: And these are the people that have raised their hand, they said. Please reach out to me, or Hey, I've had interaction with AI. I'm ready to meet with the real estate agent. I've already spoke to the AI virtual assistant. They've had inquiries for selling inquiries, showing requests things like that. So you're prospecting. p. 1. And your contact requested 1st 5 min of notification. Let's get on it. Because again, 86%
Chelsea Scott: of homebuyers work with the 1st agent that speaks to them.
CINC Marketing: That was, I think that's really interesting, because one of the things that I saw Alvaro say forever ago, you know, when talking about like syncs. Focus is more on the buyer lead
CINC Marketing: and then surfacing that lead as a seller down the pipeline
CINC Marketing: and one of the interesting stats. I remember, Alvaro saying was something like.
CINC Marketing: you know, 60% of online lead generation spend is aimed at sellers.
CINC Marketing: But only, you know, 20 to 30% of sellers find their agent
CINC Marketing: online versus a buyer, which is much more likely to work with that, you know.
CINC Marketing: 1st person they talk to 1st person.
CINC Marketing: It's just really, it's just interesting, those 2 in in combination, you know. I guess, of.
Chelsea Scott: Yeah, this.
CINC Marketing: Our our goal is to find those buyers, and then you establish a relationship.
Chelsea Scott: Yeah, exactly so, even though we could be doing buyer spend. And these are buyer leads. The system will always treat them as a buyer and a seller. We wanna we don't want to
Chelsea Scott: not have that opportunity to represent them. For a listing as well. So
Chelsea Scott: does a great job of, even though you came in as a buyer lead. We'll still give you all the options to open up the conversation of the buy and the sell side.
Daniel Lott: What was that percentage? Again Chelsea.
Chelsea Scott: 86%.
Daniel Lott: It's very large percent.
Chelsea Scott: It's very high, very, very high. And again, I want people to know.
Chelsea Scott: It's not because you call them once, and they they answer, or they don't answer. And that was your shot.
Chelsea Scott: We want to do actually, a 6 call minimum to every lead.
Chelsea Scott: We love the 6 to 10 ratio. If you can do more than 6 dials, do it.
Chelsea Scott: That something that
Chelsea Scott: people fall short on of dialing once, and then never trying to reach out to the lead again.
Chelsea Scott: We wanna make sure that we have that consistency of those daily dials. So we have the opportunity. Because I know if you've only dialed once. There's another agent out there that they've probably signed up on their website, too, and they're going to be more. They're gonna be doing more than one dial.
Chelsea Scott: That's your competition. You want to make sure you're the 1st one that they speak to, and that takes persistence of dialing 6 to 10 times for
Chelsea Scott: every lead.
CINC Marketing: That's what I always think about when Dan talks about hyper local like. I wonder
CINC Marketing: how many of those leads did at some point a more general search.
CINC Marketing: you know, signed up on someone's site that
CINC Marketing: either wasn't as good as a sync client or didn't have as good of a follow up system that sync can give them.
Chelsea Scott: Okay.
CINC Marketing: And then, you know.
CINC Marketing: yeah, they use their site to look at homes. They figure out they want to live in the battery, and
CINC Marketing: then they do a search, and our sites, the one that comes up AI engages automatically. And oh, by the way, sync clients are freaking awesome. So it leads to a 21 and a half
CINC Marketing: 1 million dollar sale, you know, and and there's an agent somewhere. There's probably multiple agents
CINC Marketing: who have that that lead in their dashboard somewhere.
Chelsea Scott: I I'm a Testament to our site itself. I purchased my home because of the sync Crm.
Chelsea Scott: and I'll I'll maybe you've heard. Maybe people have heard this story before. But in 2020,
Chelsea Scott: obviously it was 2020. It was early in 2020. Covid had just kind of started.
Chelsea Scott: Everybody was at their homes more right? And so I was like, I've been renting for a really long time. I've got. I need to buy a house, and I I lived in Atlanta. I wanted to stay in Atlanta, and I was like, but I cannot afford Atlanta like I just can't. It's it's insane. And so this is even before the spike of the covid and the housing market and stuff and people were actually a little. They were timid because no one knew if it was going to go sideways or not with Covid, or if it was going to last a month, or if it was going to last multiple years. Right?
CINC Marketing: Oh, yeah.
Chelsea Scott: And so I signed up on one of our sync sites to start looking at homes and monitoring what's in the market? What's out. There
Chelsea Scott: wasn't even pre-qualified or anything like that. I favorited a home that was on the Sync website.
Chelsea Scott: thinking, this is such a cute house. But I'm not ready right now. I don't. I don't think now is the time. I'm a little uneasy myself, and the price points just a little too high for me.
Chelsea Scott: A week later I got a notification in my inbox that there was a price reduction on the listing, because Sync emailed me, alerting me that because I favored it.
Chelsea Scott: The second, I saw that email. I was like, I gotta get pre-qualified like this was my sign. So you know, if you talk to me a week before I was like, oh, I'm not ready, I'm not, you know. I'm not there yet.
Chelsea Scott: 7 days later I had a totally different mindset. It was because I was prompted that, hey, there is a price reduction. So it was pretty exciting, exciting. So I'm a Testament to the Sync, nurturing. Crm.
CINC Marketing: Yeah, it's always to get a little meta I always think about, like
CINC Marketing: all the people in this, like sync ecosphere and all the things that are going on, you know, and like, maybe you call, and they don't answer for what. But there's some. There's something that will make these people, you know, ready to
CINC Marketing: to buy a house, you know.
CINC Marketing: Alright, we don't have a lot of time left, but I do have. There are a couple more questions. I wanna make sure. Dan.
CINC Marketing: Dan and James, you guys okay over there, do you have any any questions.
Daniel Lott: Drinking it. All in this is.
CINC Marketing: Alright. I just wanna make sure.
James Terry: I, yeah. Chelsea's crushing it. I think she's bringing awesome value and dropping really good nuggets and everything about what people can use and how the systems can
James Terry: can effectively and efficiently like we pay to put these leads in the dashboard right, we advertise the website. We generate the lead. We show the ad we get the clicks. We're paying for the clicks. We focus on conversion rate. Once the leads in the dashboard, we gather as much information as we can about them. But Chelsea, just crushing it on. Here's how we can use what's there and what's available to maximize the the effectiveness
James Terry: of those leads once we get them in there. Here's you know, I mean, this is the daily activity. This is what it really takes to make it work, so I don't know. I'm willing to sit back and be quiet. Not screw it up for Chelsea. She's doing an awesome job.
Daniel Lott: Yeah, it's it's just the like. These are the experts like these are the people who know the system more than anybody. So
Daniel Lott: you should listen to it like, if you want, if you have questions, call out well.
Daniel Lott: probably Chelsea doesn't just talk to anybody. You'll you'll have to talk to her assistant and everything. But you know.
James Terry: That's funny.
Daniel Lott: But but no, it's like it's. It's always surprising when you talk to people at sync, because they
Daniel Lott: always know just incredible granular. It's a complex system. But everybody knows, like
Daniel Lott: like how it works and how you can maximize it for your own benefits. So
Daniel Lott: definitely like, go to training, talk to trainers. That's that's how you learn how to do it.
Chelsea Scott: Yeah. Yeah. And and honestly, too, like our trainers are
Chelsea Scott: the best. I you know. I I love them. They're awesome so knowledgeable. And they've seen so many varieties of different team structure, too.
Chelsea Scott: People come in saying, I'm you know, I'm unique. I like this. I like this well, our system has so much flexibility that we can tailor as much as we can to your, you know, team team size or preference, whether you want AI or you don't. I would suggest you always have it on but that flexibility! Our trainers have seen it all, and so they're really knowledgeable. But not only our trainers, like our support team is
Chelsea Scott: insane. I I always compare it against any kind of service that I get anywhere else where you know I I don't have the luxury for all these other softwares that I use to where I can just call, and someone answers immediately and has knowledge on the subject. The random subject I'm bringing up. So utilize, utilize our support team. They're amazing.
CINC Marketing: Tamry. You just answered a question in chat. Oh.
CINC Marketing: be quiet, James, I'm just kidding. What are you? Gonna say?
James Terry: No, I was gonna Bellama.
James Terry: As long as Harry's trying to get us to ask questions. Steal one of still one of the other questions there, but you're right. A question came up in the chat. So, Harry, address that finish. Finish your thought first, st for sure.
CINC Marketing: Well, I just can you just talk just briefly about so? Natalia asked. Can you add 1st name link to our text and subject line of emails.
CINC Marketing: Tamara, you mentioned dynamic tags. Can you just like, briefly talk about that in case someone else.
Tamara Ward: Yeah, let me.
CINC Marketing: I totally understand.
Tamara Ward: Let me pull up a quick training site real quick, and I'll share my screen.
Tamara Ward: Just give me a second for it to load. So dynamic tags will auto fill in information in your emails, your text messages when they send out to leads. You can include them in auto auto tracks, anything that we've created templates that syncs created. We've already included dynamic tags in our messages.
Tamara Ward: But I'll show you real quick. Let's say I wanted to reach out to my test lead, Sally, whether it's an email or a text or Marisol Davis.
Tamara Ward: you can always start a text conversation or email conversation just by clicking on the contact information. And you can see our compose Sync mail message window opens and you can start drafting your message. Now, dynamic tags is the second dropdown right here, so it looks like I always say it looks like a shopping tag you would see on a piece of clothing you're about to buy at a store, but when you click on it you see all of these capital letter words with brackets around them.
Tamara Ward: anything from agent information which will pull in the buyer's agents. Information working with the lead partner would be the loan officer working on the site, and then anything that's not specified with agent or partners the leads information. But if these are in your messages when they go out, even if you're sending this to multiple leads at once, it will automatically when Marisol gets her message. Say, Hey, Marisol, or, you know, pull in that specific
Tamara Ward: individual's information to add these.
Tamara Ward: you simply leave your cursor where you want it, you click the the tag you want, and it lands where you leave your cursor. So if I did want to start this email with, Good morning.
Tamara Ward: and then pull in the lead's 1st name. I would just leave my cursor
Tamara Ward: click 1st name, and when that goes out to this lead it will instantly say.
Tamara Ward: Good morning, Marisol, or if I send this message to Sally, would instantly pull in. That leads name so great for any sort of mass communication. But the question was, Does it work for text messages? Yep. So if I did want to send this as a text.
Tamara Ward: it would automatically pull in
Tamara Ward: the dynamic tag, and the other thing, too. So you can use dynamic tags in your messages, and it does work in the subject line as well. You just need to make sure you put your cursor where you want it, and you can add them into your your subject lines as well.
CINC Marketing: Very cool.
James Terry: Pretty slick.
CINC Marketing: Well, thank you.
CINC Marketing: I think not, James. Oh, go ahead.
Chelsea Scott: There was one question about
Chelsea Scott: lead source, or how do we get leads? Which is a
Chelsea Scott: pretty vague question, I think, but I think it's a good thing that kind of like wraps in client marketing and client service just in general. So is it? Okay? If I speak on that real quick.
CINC Marketing: Yeah, absolutely.
Chelsea Scott: Okay, so the question is, how do we get leads? So I approach this question kind of on different levels, whether I was in client marketing, or whether I was in client service. So the ad source makes a difference which which kind of advertisement is the client marketing team doing for you. That's gonna determine what kind of leads you get or what source of leads you get? So you can always check the source within your leads dashboard, we'll have a source, whether it's Facebook.
Chelsea Scott: Google search being things like that. So know that it's there. If you are a site owner. We can discuss the breakdown of what sources that you want. Whether
Chelsea Scott: it's a variety which we hope there is a variety of ad sources on your campaign split between search and social. But the site owner is going to be the one that we will discuss specific ad sources with. So if you're an agent on a website, you can either look at the source or you can approach your site. Owner to see. Hey, what's what's our source makeup?
Chelsea Scott: Another thing that could be an answer to this question is lead routing. How is your system set up like?
Chelsea Scott: How do we get leads? I guess that could be of. Well, what's your setup within lead routing? Is it advanced? Is it a basic setting? Is it weighted differently? Is it based off an area or a price range. Do you guys utilize the pond? And so that's something else that if you're an agent I would get with your site owner to discuss that breakdown. It's going to be unique for each system. Because you guys get to set up that preference so definitely check that out with your site owner.
Chelsea Scott: And then there's also our select platform, which allows individual agents to have their own ad spend. And so that can be something. Maybe your site is a select platform that allows for site wide ad spend that the guys would work on. But it also can be
Chelsea Scott: campaigns just for you as an agent. These are the 3 areas I want to work. These are the 5 areas I want to work. Those leads would be directly routed to you. So get with your site, owner, to see if you guys have the select platform, and that could be an option that you look into as well.
CINC Marketing: So I think that is so. I did look up. Who submitted that question. I believe it was around
CINC Marketing: select site. Yeah. So yeah. So I think.
CINC Marketing: yeah, definitely, check in with the support team. There, we can get individual ad spend going
CINC Marketing: if you are an agent on a select site, and maybe you'll end up talking to Tamara or Chelsea at some point.
CINC Marketing: Well, I'll be there.
Chelsea Scott: Or Jake, or Jake.
CINC Marketing: Or Jake. Yeah, we'll have to.
CINC Marketing: We'll have to bring him on sometime.
Chelsea Scott: Yeah. I'm glad it's.
CINC Marketing: Right.
Chelsea Scott: Chat. The help article for individual ad spend for this select platform. Just so people can check that out.
CINC Marketing: Alright. So we did have just one or 2 more questions. I know we've been on for about an hour. Most people have stayed on. Thanks everybody for being on
CINC Marketing: but I did want to get through or not get through, but get to the questions that we had
CINC Marketing: Joel asked about.
CINC Marketing: he said. A lot of the communications seem to come late at night. He didn't specify, you know, like what type of communication, because that was what I was wondering, he said, why do most of the communications seem like they happen late at night
CINC Marketing: from the clients that sign up
CINC Marketing: so I'm not sure if he's referring to client responses or like, are, is that
CINC Marketing: something that we do for for deliverability? Or is that.
Chelsea Scott: I would say this, I'm surprised by this question, because that's an unusual timeframe. Just in general, when I'm looking at it, there's not like a set cadence that we have that says, Hey, let's message these people from 10 to 10 pm. To 3 am.
Chelsea Scott: Keep in mind that just in the same way that we want you guys to dial those new leads as soon as possible. We're sending speed delete auto track communication and sign registration information within that 1st 5 min, too. So communication, if they sign up at 10 pm.
Chelsea Scott: They're gonna get it at 10 0, 5, if they sign up at 3 am. It'll be 3 0 5. So speed deletes crucial for that, too. The same way we do. Dials is the same way that we want to do those email cadences. We also like track their their peak usage. And so like, if they are opening emails at 2 am.
Chelsea Scott: that's their time to look at emails and get caught up with the day. I don't know. So I guess some people do it. Our system is gonna learn that behavior and start sending those emails out around that time.
Chelsea Scott: That, they have the peak usage and then, lastly, I guess auto track just make sure like, if it's specifically auto tracks that you're seeing that are communicating during that time. Look to see what timing you have, what setting you have the time. Maybe it's setting till to 12 am. And you just haven't adjusted it to a
Chelsea Scott: 10 am. Or a noon something like that, so it could be a few different things, but delayed communication.
Chelsea Scott: That's not. That's not really a thing.
CINC Marketing: Yeah, and definitely, you could reach out to the support team if you're if you're seeing that. But that's something that I
CINC Marketing: was thinking as well of.
CINC Marketing: you know, when I look at leads and see the AI, I mean, it's going like a human being.
Chelsea Scott: Yes.
James Terry: And and you never know someone else's.
CINC Marketing: Dinette.
James Terry: You don't know someone else's like schedule around things right? A very good friend of mine for many years, was the executive chef at a restaurant in Buckhead. And yeah, I guarantee you like he did 24 h Kroger's when he needed to do his grocery shopping. You know. He might get off work at midnight one o'clock in the morning, after they've cleaned up, and most of his daily stuff, just to keep the household running happened in the middle of the night. I guarantee he was checking his emails at 2 o'clock in the morning. That kind of thing. Just
James Terry: people have odd schedules and whatnot. So.
Chelsea Scott: Yeah, they're out there.
Daniel Lott: And and most leads are generated at night. And that's just because people that's when people search for houses, they do it mostly at night. So that's why, a lot of times, if there's communication, it's happening at 9 o'clock, and then just circling back that Charleston one that was somebody who registered as a lead on a Sunday night, and the AI took over and set up the appointment for Monday morning.
James Terry: And real quickly, Chelsea, because this was a question that got mentioned, and I'm going to steal it. I think Harry was going to bring it up, and it should be brief. I know we're after 12 o'clock, but we've mentioned AI a few times, Chelsea, you said, like you encourage people to have AI active on the site. So.
James Terry: in your opinion, like, when how long should you let AI handle a conversation before, like an agent or a person comes in and takes over and interjects into that.
Chelsea Scott: If you are able to take over the conversation, take it over.
Chelsea Scott: I I know it can be
Chelsea Scott: scary at times, so they're like they're having such a great interaction like, I'm just gonna sit back, get my popcorn and just let this roll through.
James Terry: Glass of wine. Yeah.
Chelsea Scott: The second the AI Misspeaks, or says something you wouldn't say you're going to be upset, that you didn't step in earlier. So if you have an opportunity to get that transition earlier than later, do it.
Chelsea Scott: There's gonna be times where you just can't get to it. Maybe you're sleeping and AI is texting. I get that. That's fine. Let AI do its job after hours to keep those conversations going.
Chelsea Scott: But don't be looking at your phone or your desktop watching the text. Messages happen between the lead and AI. Step in. Introduce yourself.
Chelsea Scott: Take control of the conversation.
James Terry: Perfect. I figured that would be a pretty quick quick answer. I just wanted to make sure that that got said. I think that's really.
Chelsea Scott: Yeah, in, in.
James Terry: How to use that.
Chelsea Scott: So like we have our. You know, we have our sync scripting that we. We want everybody to be doing their sync scripting all the time, because it's proven to work out. And it it makes a difference, and it makes an impact. Ai is AI is constantly learning, and AI is prompted by our layout of our scripting, too. So I've seen it, too, where people will almost role play in a sense where they
Chelsea Scott: either will sign up as a test, lead on their site and kind of talk to AI. And so they have that conversation of like what would they say, what would AI say? What is the scripting kind of allude to? So that's cool. But then also to like looking at past conversations, if you check it out, and there was a conversation that happened for 2 h yesterday when you were sleeping, and like learning from AI of like what it was saying to carry on the conversation, can give you some great tidbits of how to elongate the conversation and get as much
Chelsea Scott: information out of the lead as you can to see how you can help them.
CINC Marketing: Well, Mark just asked, how do you transition from Alex to himself to.
Chelsea Scott: Allow myself to introduce myself. Yeah.
Tamara Ward: I always encourage, you know. If if you see a lead was starting to talk to Alex, tell Alex details, and then you reach out to that lead and connect with them. You give them a phone call. You can always start that conversation by saying, Hey, my assistant Alex, who you were messaging. Let me know that you're looking for, you know. 3 bedrooms in this area, or whatever they detailed in that conversation.
Tamara Ward: bring it up as if the agent. Alex did pass that information over to you. It's a great way to transition. It makes it look like Assistant Alex was reaching out. Just sending this over to you? And then, you know, if you're concerned. Well, doesn't that look weird that Alex is texting from the same number as me?
Tamara Ward: That is not an uncommon practice. Even before we had Alex the AI. Years ago we had several teams or several agents who had an assistant and they had a work phone number and a personal phone number and their assistant would sometimes be managing and monitoring text messages on their work line when they were maybe out
Tamara Ward: at a showing with a client, or unable to give a quick response. So you can always say, you know, hey, this is my my work number. Sometimes my assistant Alex will monitor my work number when I'm unable to respond. So that's also really great
Tamara Ward: way to transition that if that comes up.
Chelsea Scott: Yeah. Good point, because I think it's, you know, it's less confusing having the same number. You still have that thread going. You know that the person has been punted into the conversation into the existing conversation. So I prefer the phone number to be the same.
Chelsea Scott: Think it's more seamless.
CINC Marketing: On that same I know, Tamara. You answered this question in the Qa. But it was an interesting question.
CINC Marketing: If I send a text from sync. Can the client call back to that number or only text? So if they call it will be
CINC Marketing: they can. Is that right?
Tamara Ward: Yes, if they call that sync phone number it will direct that call right to you. You're not gonna miss those conversations. Now, something. I am an android user. So unfortunately, android, we don't have this option right now. But iphone if you are an iphone user, and if you navigate in your app to more, the more option. Which will, I believe, be kind of on the the right hand side of your app.
Tamara Ward: You will actually have the ability to go to phone options and then turn on an incoming caller. Id. So we'll actually, if somebody calls that same phone number or calls you, it actually recognizes that it's a sync. Lead on your caller. Id. Unfortunately, again, Android doesn't allow that it's not a sync reason. It's actually just android security settings. Doesn't allow it.
CINC Marketing: And I saw a question just now from Mark. All the requests I received to tour home from a leader not intended. How can that be improved?
CINC Marketing: So this it is a question. So I'm going to speak on the social side of things. I'm not sure what lead source you're referring to Mark. But I mean, really like everything we've talked about today.
CINC Marketing: you know, like somebody engaging with AI or somebody
CINC Marketing: asking for a more detailed value on their home from home pulse.
CINC Marketing: It's not necessarily going to make them a 1 call close or anything like that. But it's like it's varying levels of activity
CINC Marketing: and intent.
CINC Marketing: So specifically on the social side, I'm not sure if you're getting these from maybe team listing ads. Those leads sign up on a form on Facebook or Instagram. One of the questions that we ask them is if they would be interested in touring the home that they clicked on when they sign up. They can say yes or no. Thanks. I'm not ready yet
CINC Marketing: right now if they say yes. A showing request is created for noon the next day.
CINC Marketing: and that's done to alert you. That that lead activity has happened.
CINC Marketing: I believe it would put them into the different
CINC Marketing: activity. Tabs we were talking about earlier as well.
CINC Marketing: And so like.
CINC Marketing: I know, that's not the most perfect solution at this point. But one of the things that we did see is that a lead that says Yes, on that question is, I believe, 5 times more likely to set an appointment than a lead, who said, no.
CINC Marketing: so I understand that that can get frustrating. Sometimes it's kind of a step in and an iterative development process. We used to get that information and not let anybody know
CINC Marketing: which wasn't helpful to anyone. And so this was. This is our way of getting it into the system, and it is a topic of conversation
CINC Marketing: among. I mean, I've talked with everyone here about it, and also with Jeff of
CINC Marketing: you know. How can we improve this situation? But for the time being
CINC Marketing: we'd rather give you too much information
CINC Marketing: then not enough. But I do appreciate, you know, the feedback, and it is common feedback. So I'm not sure if you're referring specifically to leads from team listing ads. But if so, that's that's probably where it's coming from.
CINC Marketing: And just understanding that
CINC Marketing: the reason that we're showing you that is that those leads are 5 times more likely to say, Yeah, I do want to go see a home, but not all of them
CINC Marketing: will right off the bat. And so also, if you're seeing them from that source, you know, you can know that when you're following up with them. And also, you know, we definitely appreciate the feedback on that, because
CINC Marketing: I, 100% agree that it's not the most elegant way to do it.
CINC Marketing: It's the way that we're doing it at this point to make sure that you.
Tamara Ward: You have that information so
Tamara Ward: I can speak. Oh, sorry, Chelsea. I can speak on this a little bit, too. It's also important to kind of remember the context of of a lead one, just because they signed up and they click these buttons. That phone number, if they didn't verify it when you dial it. Maybe you think you're about to call Sally. But David picks up.
Tamara Ward: So maybe David actually didn't actually say I wanted toward this home. You know that phone number could have routed to someone else. Sometimes people forget, too, that they did these actions. Maybe they were interested, and they just were all human. We kind of forget. So I think a couple of things. It's important to remember that the different call to actions all have different levels of intent. So when a lead does click, I want more info on this home. They might not be thinking that they're going to get a call from an agent, but it still opens up the door
Tamara Ward: to get that conversation and build that relationship with them. Try not to assume that they want to hear from, you know, so I wouldn't start that conversation by saying, Hey, I saw you wanted more information on this house, because maybe that's not the case. But you know it still opens up that door to kind of
Tamara Ward: introduce yourself, you know. Hey? I can answer any questions for you about about the city you're interested in, you know, or go to our tried and true scripting that we recommend here at Sync. If they say Oh, it was this mistake. I didn't mean to do that. I'm just browsing, you know. It still opens up that door to have a conversation totally get it. Do you mind if I ask what you're browsing for, you know, maybe we can get that conversation started. So
Tamara Ward: you know. Obviously, we hope that when somebody says they want to tour a home and see a property. That that's true. But sometimes they did honestly forget, or maybe they don't remember, or it went to a different person when you, when they pick up.
CINC Marketing: Oh, yeah, well, and I just think, like, it's just
CINC Marketing: you know what we're collecting our data points, you know and
CINC Marketing: like, maybe it's someone taking some action. You know, that they didn't have to take.
CINC Marketing: and not all of those people will convert.
CINC Marketing: But you know, when you see those stories on the Facebook group of
CINC Marketing: you know, this lead converted after 8 years in the system, or something like that.
CINC Marketing: What you do see is all these little activities that they were taking this whole time right? And you know, not necessarily like, just because they logged in for the 1st time in 2 months and viewed
CINC Marketing: a home they didn't buy the next day, but they did that repeatedly over the time that they were in the system, and
CINC Marketing: eventually something made him say, yeah, just like you, Chelsea so full circle.
Chelsea Scott: That's very true. Yeah.
CINC Marketing: You're muted.
Daniel Lott: But just on the the I guess the lead collection side we are. We're refining the process, and
CINC Marketing: Always.
Daniel Lott: Yeah, always revising process. We don't ask that question as part of the Google or the Search registration flow. And we are going to be adding that in a little bit hopefully, and then.
Daniel Lott: you know, we ask it on Facebook. So I think we're gonna like, have the same questions on on both sides. So, but just just what Harry said about it's like 5 that you're 5 times as likely to have an appointment. If if you have selected this button so like, that's a huge
Daniel Lott: like, that's
Daniel Lott: they're 5 times as good. So they're not 100 better. But they're 5 times better, which is really good. So but yeah, we're we're constantly looking at stuff and like it, just changing the wording a little bit might decrease the amount
Daniel Lott: of leads saying it. But maybe that's a good thing, or it's a bad thing, because maybe that maybe the number will go down so we don't know but
Daniel Lott: we're constantly looking at it.
CINC Marketing: Well, but I mean and like, let's let's put that in the perspective of AI like evolving
CINC Marketing: right? So like, let's say you have AI voice calling, and AI calls and says, Hey, I saw whatever.
CINC Marketing: and they determine, you know. So like.
CINC Marketing: this is all being. It's it's all a whole different perspective. I think, with all the work that's being done on the back end
CINC Marketing: to identify, you know, like sync is not a piece of software syncs, a part of your office.
CINC Marketing: you know. That's doing data analysis and telling you who's active. And this is who you should call. And this is what you should say, and
CINC Marketing: and then Skynet dead, and then we're all in the goo.
Daniel Lott: That'll be great.
CINC Marketing: You lay in your goo, and an AI calls other people in the goo, and you sell different goo pods to, and then China moves you around.
Daniel Lott: Homes with Goop on. It's a new.
CINC Marketing: Comes with coupons and pottery wheels.
CINC Marketing: Sorry, you know. Goo pods with pottery wheels.
CINC Marketing: we've taken much more time of Chelsea and Tamara's than we initially promised.
CINC Marketing: Well, I didn't promise. I don't promise, because I don't trust myself.
Chelsea Scott: It's been.
Tamara Ward: But yes, it's been fun, and I.
Chelsea Scott: You guys are very entertaining.
CINC Marketing: No.
Tamara Ward: Okay.
CINC Marketing: Well, thank you, guys, thank you so much for coming. Thanks to all the clients who were hanging out, we got some really good questions.
CINC Marketing: The replay.
CINC Marketing: I think it gets emailed to everybody who signed up via Gotowebinar
CINC Marketing: Magic. But it will also be on our Youtube channel.
CINC Marketing: So please go and smash that subscribe button. If you have not smashed, said Button. Yet
CINC Marketing: to get alerted to all the great content, we're even talking about making this a podcast.
CINC Marketing: So there's no, there's no escape.
Chelsea Scott: And see us or not, if anybody
Chelsea Scott: we can do it. It's you guys very entertaining.
Daniel Lott: Oh!
CINC Marketing: Oh!
Chelsea Scott: Knowledgeable and entertaining. Wow!
Daniel Lott: Yeah. And I think I think spotify is just screaming for a podcast. On real estate, Internet, lead generation.
Daniel Lott: yeah.
CINC Marketing: Very untapped market, or maybe not a market at all. We'll see
CINC Marketing: but anyway, thank you to everybody. If anybody has anything they want to say before we
CINC Marketing: before we close it out, or we can just have awkward silence.
Chelsea Scott: Thanks for everybody.
Daniel Lott: Now just like to say.
CINC Marketing: Oh!
Daniel Lott: Thanks. Chelsea and Tamara, and these are the experts. If you are a same client, call them up. They know the answers, and also there's a couple more slots available for the training next week.
Daniel Lott: Call them up and.
Chelsea Scott: Yeah.
Daniel Lott: Don't.
Daniel Lott: It's the best part again.
Tamara Ward: And please come to sync you.
Chelsea Scott: Thanks guys.
CINC Marketing: Well, and we got we did get some other good feedback just in the questions and stuff. If you guys have feedback like
CINC Marketing: Chelsea and Tamara were talking about. One of the benefits of sync is that there's an actual human being
CINC Marketing: that you can call and speak to, and they will talk to you about your feedback, and
CINC Marketing: you know, submit that to the other actual human beings that work here. So
CINC Marketing: definitely take advantage of that.
CINC Marketing: You know we we're successful when you're successful.
CINC Marketing: So please let us know the best way that we can help you, and, thanks to everyone for joining us. Next one is next month.
CINC Marketing: I should have looked the date up.
CINC Marketing: but I don't know, but if you've watched it this long
CINC Marketing: you should come to the next one.
CINC Marketing: So it's next month you got.
James Terry: See you.
CINC Marketing: Time to play.
James Terry: 14.th
CINC Marketing: There we go. May 14.th Bring a hot spot on your beach trip to make sure you can see it. And a charger.
CINC Marketing: And yeah, we'll see you. Thanks for.
Tamara Ward: Bye.
CINC Marketing: Yeah, thank, you.
James Terry: Appreciate you. Everybody, Buddy.
CINC Marketing: See you later.