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:…
The Handoff Should Feel Like a Warm Introduction, Not a Witness Protection Transfer
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…
One Team, One Experience: Turning Spring Traffic into Sales
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,…
Spring Clean Your Follow-Up: 5 Things Every OSC Should Audit Right Now
I feel like I make a post about this almost every year… but spring cleaning isn’t just for closets, junk drawers, and that cup holder in your car full of receipts, hair ties, mystery crumbs, and old empty coffee cups from Starbucks. It’s for your follow-up too. Let’s be honest… somewhere in that CRM is a sales process you built with the best of intentions and then never looked at again. She’s out there. Collecting…
IBS 2026: So Many Great Sessions… and Only One of Me
Every year I walk into the International Builders’ Show with the same challenge. There is simply too much good content. IBS is one of the few places where you can find yourself staring at your schedule thinking, “I want to be in three different rooms at the same time.” Between sales, marketing, technology, leadership, and customer experience sessions, there is always more to learn than any one person can realistically absorb in three days. That’s…
The Book Is Out, Builders Are Buying, and IBS Is Around the Corner
It’s finally here! My new book, Attract, Engage, Convert is now available on Amazon and I couldn’t be more excited! This book is for builders, OSCs, marketing teams, sales leaders, and anyone trying to make sense of what really works and how to set up a successful OSC program. It’s built from nearly two decades in the trenches, helping builders and OSCs create meaningful, intentional online sales programs. And it was a labor of love. Even…
Why an In-House OSC Isn’t Just “Nice to Have” It’s Mission Critical
If you’re considering launching an Online Sales Counselor (OSC) program, or reviving one that’s stalled, you may be tempted by the promise of outsourcing. The idea of offloading the responsibility of nurturing your digital leads to a third-party service may sound like a time-saving solution. But here’s the hard truth: There is no easy button when it comes to creating a successful OSC program. Whether you bring your OSC in-house or contract the role out,…
Vulnerability Is Not the Opposite of Strength
We live in a business world that often rewards the illusion of perfection. You’ve seen it. Polished LinkedIn profiles, shiny headshots, carefully curated captions that make it look like everyone’s got it together all the time. (I mean check, check, check I have all those things going on!) It’s like we’re all somehow superheroes in blazers…well not me, I don’t think I own a blazer. It seems like we are dodging failure, fear, and insecurity…
Why Onboarding Your OSC Is Still YOUR Job (Even If You Hire Me)
So, you hired someone like me, an OSC trainer, coach, and hiring consultant, to help you find and train your next great Online Sales Counselor. Maybe we are even setting your program up from scratch. I love working with builders to identify the right candidates and teach them the ropes of what it takes to be a successful OSC. That’s what I do. But let me be really, really clear about one thing: hiring me…
High-Functioning Depression: Pushing Through with Grace
Let’s talk about something not often discussed in professional circles, but very real for so many of us, especially those of us who seem like we’ve got it all together on the outside. High-functioning depression. It sounds like a contradiction, doesn’t it? Functioning. Depressed. But it’s not. Is it a clinical term? No probably not. (Well definitely not…I looked it up!) What does it mean? It means showing up to work, meeting deadlines, staying upbeat…
AI Can Be an OSC’s BFF… But It Still Needs a Chaperone
AI is everywhere right now. And in the OSC world, it can be a great tool – or a nightmare. AI can be like that super-organized friend who always has a to-do list, a backup plan, and a fully stocked snack drawer. It can help you stay on top of lead response, follow-up, and appointment setting without breaking a sweat. It’s fast. It’s tireless. It doesn’t panic when you come back to 42 new leads…