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Got a minute? If you're a busy manager, that's about all you have. That's why Carla Cross, management coach, speaker, and author, has created this blog just for you, with ready-to-use tips to master management through people.

Archive for client relationship management (CRM)

shaking hands over computerTrend: Consumers are choosing agents differently. This is trend # 9 of 10 trends I’ve identified as very important for new agents to recognize. These trends are from my new 5th edition of Up and Running in 30 Days.

This month, I’m featuring excerpts from this book.

{Click here to see the updates in my fifth edition of Up and Running in 30 Days.}

Also: Check the end of this blog for your free ‘end of sale’ survey to capture and keep more loyal clients.

How Consumer Habits have Changed

Traditionally, consumers either stumbled upon an agent (e.g., going into an open house) or got a referral from a friend. Although that’s still true, consumers have another powerful method to choose an agent: the Internet. Increasingly, consumers are looking at evaluations on Internet sites such as Zillow or LinkedIn to find out what other clients thought about that agent. Take a look yourself. Some of the evaluations are wonderful. Some are stunningly awful. And all are very public! There are even specific agent-rating sites such as www.realestateratingz.com and www.incredibleagents.com. Also, take a look at Zillow, which has agent ratings now. Bank of America and USAA are also getting into the game. You must work for long-term customer engagement and great ratings to sustain your real estate business. This will continue as a trend, and, I believe, change the way consumers choose and keep their agents!

* Big Idea: It costs six to nine times more to get a new client than to keep an existing client. Retention is king, and reputation is key.

{In the book, I’ve given positives and ‘watch fors’ to agents so they have great judgment on how to use these trends.}

  • Positives: It will be great for those competent, caring agents who really take care of their clients. It is easier now for potential clients to get feedback from third-party sources, clients just like them.
  • Watch out for: Doing a next kind of business, where you don’t care what happens after the sale. The client has recourse now, of the most expensive kind—a poor review!

Tip: Always use a ‘after sale’ survey to find out what your clients thought of your service. If you’d like a sample survey form, click here.

Managers: Have you read your agents’ clients’ feedback online? Make it a regular habit!

Up and Running_5e largerAre You Using the Best Start-Up Plan for your New Agents?

Does your plan have the detailed, prioritized checklists needed to assure a great start? Does it have built-in inspiration and motivation? Does it have dozens of tips to control the attitude? If not, you need Up and Running in 30 Days. Just out in its 5th edition, it’s the most successful book for new real estate agents ever!

Click here to see the updates in my fifth edition of Up and Running in 30 Days.

 

shaking hands over computerClient relationship management: When do your agents start–and how can you help them capture and keep clients from day one?

This month, I’m featuring excerpts from my new 5th edition of Up and Running in 30 Days.

{Click here to see the updates in my fifth edition of Up and Running in 30 Days.}

Client Relationship Management Supports Great Time Management

One of the biggest benefits of Up and Running in 30 Days is gaining strategies to conquer time management—prioritization and organization. A new agent starts with little concept of what’s important—so everything becomes important—or everything becomes unimportant! Their priorities get skewed because of bad training, hiding in low-impact activities, or really not knowing what’s important. So, time management becomes an agent’s biggest challenge—whether that agent is in the business three days or thirty years.

The Biggest Key to Effective Time Management

One of the biggest ways to constantly move ahead is to organize your contacts and leads into a database from day one. Yet, very few new agents do this. Why?

  1. They don’t think it’s important for them now (they don’t realize that every person they meet could be a gold mine—if they track that person, constantly communicate with that person, and show that they care more than a commission!)
  2. They don’t think they can afford a client relationship management. Yet, almost everyone has Outlook on their computers. Or, title companies over free contact management. There really is no excuse for not utilizing some type of electronic organization from day one!

For this 5th edition of Up and Running in 30 Days, I asked successful first year agents and leaders of teams what they felt contributed to an agent’s success—and what detracted. When I asked those agent and team leader contributors what technology is important to incorporate, here’s what they said:

“CRM and lead management tools”—Diane Honeycutt

“A really good and easy-to-use CRM”—Cerise Paton

“A good CRM”—Chris Cross. Yet, Chris has told me that, when he teaches a new agent course, only about 10% of those new agents are populating even a database, although, their assignment is to populate it aggressively.

According to Gary Richter, having a CRM is critical to his success: “For me having a CRM to track my leads and contacts is absolutely critical. I live in that database daily.”

Picture this: You meet a potential client, and a competing agent like Gary meets that potential client, too,  The other agent (Gary) consistently followed up and kept in touch—and you didn’t. Who would finally earn that commission from that client? Don’t lose out because you are trying to operate without a CRM—and have a haphazard follow-up marketing plan!

So, don’t be like the majority of new agents (and even seasoned agents!): Start using a database, or better yet, a CRM your first week in the business.

 Bottom Line: You’ll Make More Money!

A recent study by Active Rain (a popular real estate blog and tech information center), showed that agents who spent more money on contact relationship management (CRM) made significantly more money. It just makes sense. Agents who capture their leads via a database and then keep in touch with them via contact management software assure they keep their names in front of their potential clients, and are able to management and help many more clients. Agents who try to organize their clients via pieces of scrap paper and remember to call them once in awhile are woefully inadequate when it comes to staying in meaningful contact with their potential clients. Which agent would you prefer working with, as a client? An agent who regularly contacted you and kept you abreast of the market, or one who either never called you or contacted you irregularly?

So, the big lesson here is to organize all your contacts into a database, or better yet, client relationship management—from day one! Which CRM should you use? Don’t dither around! Choose one and start. You can always expert your contacts to a more robust program later.

Note: I got lots of recommendations on CRMs from my tech experts for Up and Running in 30 Days. I have made an extensive Resources section in this 5th edition of Up and Running  to list all the resources, including all types of technology, training, and support resources.

Managers: Using Up and Running with its extensive resources will save you so much time–and your agents will thank you forever!

Up and Running_5e largerAre You Using the Best Start-Up Plan for your New Agents?

Does your plan have the detailed, prioritized checklists needed to assure a great start? Does it have built-in inspiration and motivation? Does it have dozens of tips to control the attitude? If not, you need Up and Running in 30 Days. Just out in its 5th edition, it’s the most successful book for new real estate agents ever!

Click here to see the updates in my fifth edition of Up and Running in 30 Days.

 

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