Let’s get this out of the way right now: I am not a CRM implementation expert. My job is to train and strategize with Online Sales Counselors (OSCs) and companies to help them thrive in their roles and their adoption of the CRM across all departments. It’s important for the marketing, sales, and online salespeople to all be rowing in the same direction when it comes to big tools like the CRM. I’ll give you the ideas and the parameters, but I leave the nitty-gritty of CRM setup to the techies and specialists. What I do know is what a CRM should be able to do for you as an OSC in the homebuilding industry. It’s up to you to become the expert on the platform your company uses. And let’s be honest—often OSCs end up being the CRM experts in their companies. So, roll up your sleeves, dive in, and figure it out. Here’s the good news: there are resources everywhere. Your CRM likely has a support team, a knowledge base, and (bless the internet gods) YouTube. You can Google just about anything these days. Or—and here’s a crazy idea—you can play with it. Tinker, explore, and press all…
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With Quality, You Only Cry Once
“With Quality, You Only Cry Once.” I think this was once a message in a fortune cookie, but it was one of my dad’s favorite sayings when he talked about the cost of services and programs. Never, in a million years, did I think I’d follow in my father’s footsteps. He was a nuclear physicist, and I was a vagabond backpacking, beach bum dive instructor, sailboat captain and bartender. When my dad was in his…
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Addressing Under Performance in OSC Programs
In our most recent Annual Homebuyer Mystery Shop Report it was disheartening to see that 4 OSCs never followed up. This points to significant issues within some OSC programs. While there are builders out there that know they need Online Sales Counselors they don’t always know how to set the program up successful, manage it properly, and create the proper expectations and oversight. These results don’t mean that OSCs need to be micromanaged, but it’s…
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In-House Online Sales Counselors — The Key to Deep Customer Connections and Sustainable Growth
The Hidden Value of In-House Online Sales Counselors In the home building industry, the significance of having a strong online presence is undisputed. The role of the Online Sales Counselor (OSC) is critical in this digital-first approach, acting as the frontline of your brand’s online interaction with potential homebuyers. While some might consider outsourcing their OSC team to manage costs and operational overhead, it is crucial to delve deeper into the value that an in-house…
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Spring into Success: A Comprehensive Guide to Improving Profitability in Online Sales Programs for New Home Builders – Part 2
In Part 1 of our blog, we focused on the digital components needed to have an effective and profitable online sales program. While digital tools optimize efficiency and scalability in online sales programs, it’s the human touch that adds empathy, understanding, and adaptability to the process. By leveraging both digital capabilities and human expertise, new home builders can create a sales experience that is not only well-organized and transparent but also personalized and engaging, ultimately…
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Enhancing Builder Efficiency Through Effective Online Sales Counselors
4th Annual Online Homebuyer Mystery Shop Report In the ever-changing arena of new home building, the role of Online Sales Counselors (OSCs) has proven indispensable. The 4th Annual Online Homebuyer Mystery Shop Report, a collaborative effort between Melinda Brody & Company, Denim Marketing, and Blue Gypsy Inc., sheds light on this crucial role. This annual report serves as a barometer for industry standards and practices, offering insights that help refine the strategies of home builders…
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The Three C’s of OSCs in The Building Industry
OSCs In the new home building industry are called by a variety of titles. They are Online Sales Counselors, Online Sales Concierge, and Online Sales Consultants. They also are called ISPs Internet Sales Specialists, ISSs Internet Sales Specialists, ISAs Internet Sales Assistants. And so much more. No matter what you call this role there are three C’s that are important to understand behind who they are and what they do for your building company. The…
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