Day 90 Call Guidelines

This will be your first call with the client, you want to ensure that you try to build a rapport with the client and express to the client that you are here for them if ever needed.

  1. Introduce yourself, from Best Agent Business Client Services advise that you are happy to finally meet the client. Proceed by saying: Client Services role is to touch base with you quarterly to ensure you are happy with the work we are doing for your Client Service calls are important to you and BAB because it allows us to address any questions/concerns/comments you may have and allows us to get feedback from you on your services. We want you to be happy with Best Agent Business, so in the event that you ever have an issue, Client Services is who will forward the issue on to the appropriate person to have it resolved for you. These calls are not optional and they are of no charge to you.
  2. How are your services with Best Agent Business?
  3. Do you feel that BAB has met all of your expectations? From your point of view how can we exceed your expectations?
  4. How are things going for you and your Key Assistant? How would you rate your Key Assistant – A, B, C? If KA is not rated an A – Ask: What actions can take place in the next week to rectify this? (Add to action item section on Call Summary for the KA. Refer to Kaizen document for further instructions on how to handle things in the event the Client is unhappy with their KA.)
  5. I see from your agenda you are using our Database team. Do you have any questions or concerns about this service, and would you mind rating the team based on an ABC scale on how well they are doing. Check the client agenda to ensure that everything for the client is current. Ask the client to rate all teams listed in the Agenda - ALWAYS check the agenda when speaking with a client
  6. How would you rate your overall experience with BAB? If BAB is not rated an A – Ask: What actions can take place to rectify this? (Rating is not just about how the client rates BAB, it is also how BAB would rate the client’s relationship with BAB, though that does not need to be discussed with the client. Ratings are A, B and C. You may flat out ask them to rate BAB an A, B or C, but also try to get a good feel if that is an accurate rating between the relationship as a whole between the Client and Best Agent Business. A great way to gear happiness level with a client is to ask them to rate BAB on a scale of 1-10, 10 being the highest. If they say 1-4 that is clearly unhappy and they are rated a C, if they say 5-7 that is middle of the road and they are rated a B, if they say 8-10 that is on the high end and they are happy and they are rated an A.
  7. Similar to the real estate business - Virtual Assistance companies use testimonials - would you be willing to provide a testimonial about how you think we have improved your business, lightened you work load, etc. If the client has provided a testimonial make sure to thank them for the testimonial. If the client states they do not want to provide a testimonial -ask what needs to be done our end for the client to feel comfortable enough to provide a testimonial – this information will go into the testimonial notes field in the client DB.How are things going for you with Best Agent Business over the last 30 days?
  8. Do you have any other questions/comments/concerns? You can always contact me or Client Services with any questions/comments/concerns anytime.
  9. Let the client know that they will be receiving a monthly follow up email the 2nd Wednesday of the month. Ask the client to just reply all to the email
  10. Schedule Month 6 call. Know when this call is due before the call

Month 6 Call Guidelines

This will be your second call with the client, make sure the client understands that your main role is to ensure that they are happy and they contact you at any time. Emphasis that they are never billed for any of your time - Client Services is simply to ensure that they are happy with our teams and services.

  1. Introduce yourself, from Best Agent Business Client Services.
  2. How are your services coming along?
  3. How are things going for you and your Key Assistant? How would you rate your Key Assistant – A, B, C? If KA is not rated an A – Ask: What actions can take place in the next week to rectify this? (Add to action item section on Call Summary for the KA.)
  4. I see from your agenda you are using our Database team. Do you have any questions or concerns about this service, and would you mind rating the team based on an ABC scale on how well they are doing. Check the client's Agenda to ensure that everything for the client is current. Ask the client to rate all teams listed in the Agenda - ALWAYS check the Agenda when speaking with a client.
  5. How would you rate your overall experience with BAB? If BAB is not rated an A – Ask: What actions can take place to rectify this? (Rating is not just about how the client rates BAB, it is also how BAB would rate the client’s relationship with BAB, though that does not need to be discussed with the client. Ratings are A, B and C. You may flat out ask them to rate BAB an A, B or C, but also try to get a good feel if that is an accurate rating between the relationship as a whole between the client and Best Agent Business. A great way to assess happiness level with a client is to ask them to rate BAB on a scale of 1-10, 10 being the highest. (If they say 1-4 that is clearly unhappy and they are rated a C, if they say 5-7 that is middle of the road and they are rated a B, if they say 8-10 that is on the high end and they are happy and they are rated an A.)
  6. Is there anything that you would like for us to do that is not currently being done? How many hours per week would you like to allocate to this?
  7. Do you have any other needs that BAB could assist you with now or in the near future?
  8. Steve is always available and looks forward to speaking with clients. Would you like to speak with him? If so I can schedule you on Client Group Call they are conducted Monday through Friday at 11:30am ET or a solo conference call with Steve which is also Monday - Friday at 4:00 and 4:30pm ET.
  9. Do you have any other questions/comments/concerns? You can always contact me or Client Services with any questions/comments/concerns anytime.
  10. Let the client know that they will be receiving a monthly follow up email the 2nd Wednesday of the month. Ask the client to just reply all to the email
  11. Schedule Month 9 call. Know when this call is due before the call

Quarterly Call Guidelines

At Month 9 you will have your third call with the client

  1. Introduce yourself, from Best Agent Business Client Services.
  2. How are your services with Best Agent Business?
  3. Do you feel that BAB has met all of your expectations? From your point of view how can we exceed your expectations?
  4. How are things going for you and your Key Assistant? How would you rate your Key Assistant – A, B, C? If KA is not rated an A – Ask: What actions can take place in the next week to rectify this? (Add to action item section on Call Summary for the KA. Refer to Kaizen document for further instructions on how to handle things in the event the Client is unhappy with their KA.)
  5. I see from your agenda you are using our Database team. Do you have any questions or concerns about this service, and would you mind rating the team based on an ABC scale on how well they are doing. Check the client agenda to ensure that everything for the client is current. Ask the client to rate all teams listed in the Agenda - ALWAYS check the agenda when speaking with a client
  6. How would you rate your overall experience with BAB? If BAB is not rated an A – Ask: What actions can take place to rectify this? (Rating is not just about how the client rates BAB, it is also how BAB would rate the client’s relationship with BAB, though that does not need to be discussed with the client. Ratings are A, B and C. You may flat out ask them to rate BAB an A, B or C, but also try to get a good feel if that is an accurate rating between the relationship as a whole between the Client and Best Agent Business. A great way to gear happiness level with a client is to ask them to rate BAB on a scale of 1-10, 10 being the highest. If they say 1-4 that is clearly unhappy and they are rated a C, if they say 5-7 that is middle of the road and they are rated a B, if they say 8-10 that is on the high end and they are happy and they are rated an A.
  7. Do you have any other questions/comments/concerns?
  8. Do you have any other needs that BAB could assist you with now or in the near future
  9. BAB wants to ensure that we are doing all we can to help you grow your business and would like to offer you the opportunity to have Steve do a quick 1 hour review of your financial analysis. Through interviews with over 1,000 agents and over 100 large teams over $500,000 GCI, we've bench marked data for the real estate industry and have formulated the Billion Dollar Agent Goal. Key areas of financial focus are: Brokerage Costs, Marketing, Agent Compensation, Assistants, and Other Revenue. The condensed complimentary financial analysis will consist of three steps:
  10. Client to email Steve most recent financials and budget
  11. Steve and client will email back and forth with questions about finances
  12. A half hour conference call with Steve's findings and suggestions.
  13. You can always contact me or Client Services with any questions/comments/concerns anytime.
  14. Let the client know that they will be receiving a monthly follow up email the 2nd Wednesday of the month. Ask the client to just reply all to the email
  15. Schedule Month 12 call. Know when this call is due before the ca
  1. Introduce yourself, from Best Agent Business Client Services.
  2. How have your services been over the last quarter?
  3. Is there anything that you would like for us to do differently?
  4. Is BAB still meeting the needs of your business?
  5. How are things going for you and your Key Assistant? How would you rate your Key Assistant – A, B, C? If KA is not rated an A – Ask: What actions can take place in the next week to rectify this? (Add to action item section on Call Summary for the KA.)
  6. I see from your agenda you are using our Database team. Do you have any questions or concerns about this service, and would you mind rating the team based on an ABC scale on how well they are doing. Check the client agenda to ensure that everything for the client is current. Ask the client to rate all teams listed in the Agenda - ALWAYS check the agenda when speaking with a client
  7. How would you rate BAB? If BAB is not rated an A – Ask: What actions can take place to rectify this? (Rating is not just about how the client rates BAB, it is also how BAB would rate the client’s relationship with BAB, though that does not need to be discussed with the client. Ratings are A, B and C. You may flat out ask them to rate BAB an A, B or C, but also try to get a good feel if that is an accurate rating between the relationship as a whole between the Client and Best Agent Business. A great way to gear happiness level with a client is to ask them to rate BAB on a scale of 1-10, being the highest. If they say 1-4 that is clearly unhappy and they are rated a C, if they say 5-7 that is middle of the road and they are rated a B, if they say 8-10 that is on the high end and they are happy and they are rated an A.)
  8. Are there any services that you would like to for us to do for you that we are not already doing?
  9. Steve is always available and looks forward to speaking with clients. Would you like to speak with him? If so I can schedule you on Client Group Call they are conducted Monday through Friday at 11:30am ET.
  10. Do you have any other questions/comments/concerns? You can always contact me or Client Services with any questions/comments/concerns anytime
  11. Schedule Next quarterly Call

Retention Call Guidelines – 1st call with client

To ensure that Client Services is able to get the client rating back to an A within 30 days, it is imperative for us to get a very clear understanding of the client’s situation and needs. Check the agendas and the management report for any notes. Teams should be sending the KA’s email if they are having issues with the clients being non –responsive and the KA’s will list this information in the agenda.If you are conducting a retention follow up call ensure to have contacted the team for an update on the call – as well as reviewed the priority note. Always restate the problem to the client to ensure that you have noted everything correctly and have not missed any detail.

  1. Introduce yourself, from Best Agent Business Client Services, advise that you have been notified by XXX that the client has been experiencing the following issues XXXX with their account. I would like to take a few minutes of your time to understand the issues you are experiencing and determine the best course of action for your accounts going forward. After this call I will forward all of the information that I have gathered to Steve, all assistants that are working on your account as well as their team leaders so that everyone is up to date and fully understands what needs to be completed on our side to ensure that you are satisfied with the services we are providing.
  2. Apologize for the issues at hand and explain that we want to do everything we can to ensure the clients happiness- ask the client to describe the issues they are experiencing. Make sure to get an in depth understanding of the issues.
  3. What kind of improvements can BAB do to ensure your satisfaction? Make sure to review what needs to be completed by each team rated below an A
  4. Discuss agenda items to ensure things are moving along
  5. Ask if the client would like to speak with Steve.
  6. Ask if client has any additional questions or concerns
  7. Advise client that they do not need to wait for your call – let them know that if something comes up and they are confused, concerned or have any issues not to wait to contact you or the KA, tell them to contact us immediately so that we can address concerns.

Retention Call Guidelines – 2nd call with client

  • Introduce yourself from BAB
  • Advise that you are calling to verify all issues with (team) have been resolved
  • If no – what needs to be done at this time
  • What can the team do to improve the situation and what steps do you feel need to be done?
  • Will you allow us an opportunity to fix this problem for you?
  • What kind of improvements can BAB do to ensure your satisfaction?
  • Discuss agenda items to ensure things are moving along
  • Ask for current ratings of Teams and KA
  • Ask if the client would like to speak with Steve.
  • Ask if client has any additional questions or concerns
  • Advise client that they do not need to wait for your call – let them know that if something comes up and they are confused, concerned or have any issues not to wait to contact you or the KA, tell them to contact us immediately so that we can address concerns

Client Services Debrief Guidelines

Client Service Debrief Guidelines

  1. How was your overall experience with Best Agent Business?
  2. What did you like best about Best Agent Business?
  3. What in your opinion could be improved and how? How was our communication with you?
  4. Did you feel it was too much or too little? Were things done in a timely manner for you?
  5. What is your main reason for leaving Best Agent Business?
  6. What service will you miss most that Best Agent Business was providing?
  7. Are there any services you feel we should offer that we do not offer?
  8. Would you recommend Best Agent Business to others?
  9. We also would like to know how your company is doing and just touch base with you, would you be okay with us sending you monthly offers and following up with you regularly?