Matt Croteau's ISA Workflow

LEAD WORKFLOW for ISA In Office

When a new lead comes in immediately:

1. TEXT
2. EMAIL
3. PHONE CALL (We use callingly this immediately Calls ISA —> Calls Lead)
   • If ISA Misses Call - ISA is re-dialed at 5, 10, and 15 minutes
   • If ISA answers lead is dialed
   • if the lead does not answer or goes to voicemail system will retry at 30, 60, and 120 minutes after the last call
4.  PROPERTY ALERTS SENT
5. CALL EVERY DAY FOR 14 DAYS

1. IF THERE IS NO RESPONSE - LONG-TERM DRIP
   • LEAD KICKED INTO POND
2. IF LEAD RESPONDS THEY ARE CATEGORIZED AS THE FOLLOWING
   • READY TO GET PRE-APPROVED - SENT TO LENDER
   • READY TO SEE HOMES - SENT TO AN AGENT
   • NURTURE - stage B/C - KEPT IN ISA PIPELINE UNTIL READY
   • RENTER - SENT TO RENTER POND
   • BAD NUMBER - SET ON BAD NUMBER DRIP TO ATTEMPT TO GET PHONE#
   • DNC/REJECTED
3. CONTINUE TO NURTURE LONG-TERM LEADS, SENDING THEM PUSH NOTIFICATIONS AND CALLING THEM BI-WEEKLY OR MONTHLY DEPENDING ON IF THEY ARE A B or C
4. FOLLOW UP WITH ALL AGENT TRANSFERRED LEADS ON FRIDAYS

Opening Procedures ( ISA In Office)

• Check-in with the team lead -Fill your cup :)
• Check for all NEW leads
• Complete all tasks assigned to the ISA department for the day
• Go through attempted contacts assigned to the ISA department 
• Work through HOT ponds

*REMEMBER THAT NEW LEADS TAKE PRIORITY 

Appointment Procedures for -AFTER YOU HANG UP WITH THE CLIENT

• Update the status in all databases to appointment set e.g. Homelight, Zillow, etc.
• Add your notes from the call (make sure to add anything important)
• Put the appointment in Slack for an agent to claim
• Add the appointment in your CRM (tag the agent)
• Make a task for yourself to follow up with a client survey 24 hours after the appointment has been completed
• Assign to the agent who claimed the lead in Slack
• Tag under your ISA-Name tag so you can quickly check on all your leads

ISA for Ylopo (VA in Philippines)

Daily:

• All leads will be assigned to Ylopo (with a Ylopo Stars link in the custom fields)
• Ylopo will be sending the lead homes
• The ISA will be monitoring the conversations between Raiya and the clients 
• Once the client begins chatting with Raiya, the ISA will hop in and take over the communication.
• The goal will be to get as much information from the client and build a rapport as possible. 
• If the client gives their criteria, edit their Ylopo listing alert to make sure it matches what they are looking for.

• From there the goal will be to have the buyer or seller take an actionable step such as buyers consultation with a real estate agent, seeing a property with an agent, Having a lender conversation with a lender
• Once the client has agreed to an actionable step you will begin the communication between the client and the agent and or lender they are assigned to. 
• First, reach out to the lender and or agent and give them a breakdown of what the client is looking for and how they want to be assisted. 
• Then start a group chat with the client and the agent/lender introducing or reintroducing them to one another
• Third, assign a task to yourself to check in with the client the next day to see how it's going with the lender and or agent.
• Create a deal in the deal section and place the client in the correct section based on where they are in the buy or sell process.
• If the lead does not want to be called we will tag them with DNC which puts them in a pond
• If the lead has purchased a property the goal is to stay top of mind. We will put them on the already purchased long-term campaign - Add Tag Already Bought or Already Sold.

See HERE for more information about Matt Croteau's stages, tags, and smart lists that work with this workflow.