-
Over the years, I’ve worked with home builders who have invested significant time, money, and resources into developing their Online Sales Counselor (OSC) programs. They’ve hired talented people, invested in CRM systems, provided training, and established performance goals. But somewhere along the way, something happens. The OSC program stops being actively managed and starts being measured. How many leads came in this month? How many appointments were set? How many sales came from online leads? What’s the conversion rate? Don’t get me wrong. Those numbers matter. I’m a big believer…
-
Over the years, I’ve worked with home builders of all sizes, helping them build, train, and grow their Online Sales Counselor (OSC) programs. And one thing I’ve learned is that even the best OSCs need more than great training to be successful. They need ongoing coaching, leadership, accountability, and someone who truly understands their unique role. But here’s the challenge. Who is managing your OSC program? In many homebuilding companies, that responsibility falls on the VP of Sales, Director of Sales, or another member of the leadership team who already…
-
October is here, which means we are officially entering the last quarter of the year. And I think this is a really important time to ask ourselves a question: What are we going to do with the next 90 days? There is a lot of uncertainty in our industry right now. Interest rates, affordability, consumer confidence, traffic and the economy are all creating questions about what the rest of this year will look like and what we can expect when we head into the spring selling season. We can’t control…
-
The Builder Marketing Summit has wrapped up for another year, and after two fast and furious days in Dallas, I walked away energized, full of ideas and, as always, wishing there had been just a little more time to talk with everyone. This was my fourth year joining Greg Bray of Blue Tangerine and Kevin Weitzel of Outhouse for the Summit, where they once again gave me free rein to lead the Online Sales Counselor track. That opportunity means a lot to me because there simply aren’t many industry events…
-
Recently, a seasoned OSC reached out to me because she knows I do mystery shops. She also knows about the Annual Mystery Shop Report we conduct every year to get a pulse on the state of the industry when it comes to customer experience and the customer journey. She had been mystery shopped. On a Saturday. Her day off. Actually, it was the beginning of a four-day weekend for her. And as a solo OSC, she needs to take time off. Gone are the days when we should expect an…
-
Why an AI Tool Isn’t the Same as an AI Strategy AI is everywhere in new home sales right now. Chatbots, automated follow-up, texting, dialers, lead nurturing, appointment setting. There are some incredible tools available, and I am certainly not anti-AI. Used correctly, AI can help us respond faster, manage more opportunities and take some of the repetitive work off our plates. But buying an AI tool is not the same thing as having an AI strategy. You don’t just buy it, unbox it, plug it into your website or…
-
One of the first things I ask for when I start working with a new builder has nothing to do with conversion rates, lead response times, or appointment-setting percentages. Well okay I ask for all of that stuff. But I also ask for this… I ask to see every follow-up sequence living inside their CRM. The automated emails. The texts. The videos. The call tasks. Everything. Why? Because before I can coach an Online Sales Counselor, I want to understand what the buyer is experiencing. Every email, every text message,…
-
“Everyone knows something you don’t… learn from them.” It’s a simple phrase, but one that’s resonated with me for decades. I’m not even sure where I first heard it, but it’s become part of who I am and how I approach life. Long before Blue Gypsy. Long before I was speaking at conferences or teaching classes. Before I ever became an Online Sales Counselor. It’s a mindset I’ve carried with me from experience to experience…country to country. I learned it years ago while traveling the world. Every place I visited…
-
In our last blog post about One Team, One Experience I talked heavily about alignment. If the move from online to onsite is done well, it should feel natural from the buyer’s perspective. Exciting, even. The OSC should be building anticipation, not creating confusion. It should sound more like: “I’d love for you to meet my good friend; they’re going to have a much better handle on those specific house questions and help you take the next step.” That is a handoff. Not: “Here’s the appointment. Good luck.…
-
Earlier this month, I had the pleasure of joining an NAHB Shop Talk with a title so good I figured it deserved a blog post of its own: One Team, One Experience: Turning Spring Traffic into Sales. When a topic is this relevant, this timely, and this painfully familiar to anyone in home building, you don’t just leave it neatly tucked inside a one-hour conversation. You bring it back out, dust it off, and say, “Alright, let’s talk about what this really means.” The discussion was moderated by Kelly Fink,…
Business Coach Vs. Snake Oil Salesman
Wow folks, I’ve just got to get this out there in a post to go on the record. I am very skeptical of business coaches, and people who train business coaches. There I said it. My skepticism comes from watching a whole business arise in this flagging economy. Have you ever heard that old Woody Allen quote, “Those who can’t do, teach. Those who can’t teach, teach gym.” Well when it comes to your business,…
Balance: Work and Life
When you work in front of computer all day, and you own your own business, the tendency is to work to fatigue. At least that’s what I do. There is always something that needs to get done, and there seem to not be enough hours in the day to get it all done. At some point, you, have to step back and say, it isn’t all going to get done today. Set reasonable expectations for…
When Social Media Works and Doesn’t Work in a Crisis
There were very good ways that social media was a huge help during and in the wake of Hurricane Irene. And there were many ways where it was more of a hindrance than a help. Living on the Eastern Seaboard in Northern Virginia and owning several properties nearby the Chesapeake Bay both in Norfolk, VA and in Mathews VA there were times that I was very frustrated with general media and the news services. And…
How Much Time Does It Take To Plan A Successful Event?
How much time should you give yourself if you are planning an event for your business? That is an excellent question everyone should ask themselves as they embark on the journey of putting on a function or corporate event. No really, I’m telling you, ask yourself how much time you think it will take to plan, execute and have create a successful outcome for the event. And then at least double that time. I learned…
Buyer Beware: Your Daily Deal
So many “Daily Deal” sites are cropping up these days and one has to ask, how much of a deal are they really? It’s hard not to blink at a deal for a luxury hotel offering 70% off on a 3 day trip, or special deals on tubing, water sports etc, not to mention the facials and more. On some items it’s easy to know that the deal is genuine. $50 worth of flowers for…
Anti Social On My Social Networks
I find it ironic that a large part of my business is helping other companies with social networking as part of their lead management and interactions. I currently teach companies how to target their message while not selling. Socialize, while not bombarding people with their product through social networking tools. I help companies search out groups and followers that will be the right place to interact with on the web. I write and or edit…
Does Facebook Rage Exist?
What are your thoughts? Do you think that with the growth and popularity of facebook there is now something called facebook rage? Yes I’ve coined this term myself…though I googled it and I found this in the Urban Dictionary: When a person getting angry at another person for interrupting their Facebook time…this isn’t what I’m talking about. Yes the bad sentence structure is in the urban dictionary. I’d have said when a person “gets” not…
TED Talks: What Does It Feel Like To Be Wrong?
What does it feel like to be wrong? We can all learn from Kathyrn Schulz on being wrong in this TED Talk. If you’ve never visited the TED Talks site you are missing out. These talks expand your mind, make you think, and help you become a stronger individual both in your personal and your professional life. If you take 20 minutes a day to listen to a random TED Talk I’m sure it will…
Nothing Like Under Estimating How Long A Project Will Take
Time management. A key ingredient to being an effective small business owner or independent contractor. Your time is literally money. You need time to spend on each client and project. And you need to know how effectively to manage all that time, juggle your projects and keep your clients happy. But there are times when a project balloons out of control. A contractor quits, you run into glitches, simple things become more complex and all…
When it Comes to Email Communications: Stop-Breathe-Think-Act
Okay everyone, deep breath. I’ve seen a lot of miss communications via email lately, not just in my business, but others seem to be having the same problems as well when we compare notes. This happens in a fast paced, stress filled environment both on personal and on professional levels. There’s a good reason for this. Black and white typed emails are only one third of the story. Communication is a fragile and tricky thing.…