FIRST TO ALL FIRST TO LOSE The Science of Responding Faster
FIRST TO ALLFIRST TO LOSE
The Science of Responding Faster
FIRST TO CALL, FIRST TO CLOSE
Thanks for joining us!We’ll be starting in a few minutes
Jordan MuelaCEO, LeadSimple
Jason HullCEO, DoorGrow
Q & A
OUTLINE FOR TODAY
Ways to dramatically improve response times4
1 Lead response study you have to see to believe+
HOW QUICKLY DO YOU CALL NEW LEADS?
POLL QUESTION
44%
33%
7%7%
7%
IN JULY OF 2012 WE SURVEYED A RANDOM SAMPLING OF MANAGEMYPROPERTY.COM CLIENTS.
INITIAL SURVEY
39hrsAverage Call Response Time Average # of Call Attempts
1.6BASELINE DATA
Our firstreaction...
Our second reaction...
1.639
1.048
1.246
PM RESULTS
Average Call Response Time
Average # of Touches Per Lead
(Source: "The Fast and The Furious") (Source: ResponseAudit.com)
CROSS INDUSTRY COMPARISON
Lead Response Audit Oct. 2013
3K6 hrs
Time Window Analyzed # of companies surveyed
Download the full report on lead response times in the PM industry - http://bit.ly/leadtimestudy
25%
Responded in 1 hour
Did NOT respond in 1 hour
75%8%
17%
RESPONSES WITHIN FIRST HOUR
Download the full report on lead response times in the PM industry - http://bit.ly/leadtimestudy
50%
Did NOT respond in 6 hours
50%
Responded in 6 hours
RESPONSE WITHIN 6 HOURS
Download the full report on lead response times in the PM industry - http://bit.ly/leadtimestudy
All Contact
AttemptsAll Companies
Responded in 6 Hours
100%
50%
25%
Responded in 1 Hour
5 Minutes
3%
15 Minutes
9%
Responded in 6 Hours100%
36%
18%
Responded in 1 Hour
All Companies
5 Minutes
1%
15 Minutes
5%
Phone Contact
Only
THE MAJORITY VS THE MINORITY
Download the full report on lead response times in the PM industry - http://bit.ly/leadtimestudy
15m 1h 2h 3h 4h 5h 6hTime:
CONTACT TREND OVER 6 HOURS
Download the full report on lead response times in the PM industry - http://bit.ly/leadtimestudy
Why This Matters
Calling within 5 minutes is
than calling after 30 minutes
MOREEFFECTIVE
(Source: 2007 Kellogg/MIT Study)
5
# o
f C
alls
Minutes
10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85
First 5 Minutes
90
(Source: 2007 Kellogg/MIT Study)
0-90 Minutes: Initial Calls That Become Qualified
Reasons WhyStatistics aside, there are some common sense reasons that explain why speed to
call makes such a big difference.
4
2
1 Presence - The prospect is likely at their computer and with a phone nearby when they hit submit.
4
3Rapport - Fast responses build confidence and rapport starting things off on the right foot.
First Movers Advantage - First to contact, first to frame the conversation and get a shot to close the deal.
Engagement - The prospect is thinking about their need and ready to mentally engage with you when they hit submit.
66%64%BUYERS SELLERS
64% of buyers and 66% of sellers work with the
National Association of Realtorsreports that…
It Pays To Be First...
agent they talk to first.
4 TACTICS TORADICALLY IMPROVERESPONSE TIMES
START TRACKING SPEED TO CALL
1
Response Time By Agent3 Minutes
30 Minutes
30 Hours
People respect what you inspect.
Chet HolmesAuthor of “The ultimate Sales Machine”
ORIGINAL Contact Info
TRACKEDContact Info
(123) 123-1234 (919) 939-3535 ext. 203
AUTOMATE YOUR FOLLOW UP CALLS
2
How to Call New Leads in 3O Seconds Flat
Phone Call:
TEXT MESSAGE:
New Lead via LeadSimple: ‘John Smith’ (360) 123-1234 ext. 683 Call: http://j.mp/1qnAnsl
AUTOMATE LEAD DISTRIBUTION
3
Distributed Manually
Distributed Automatically
91%
Leads called in less than five minutes(Source: Best Lead Distribution Methods, Velocify 2013)
Assign LeadStop Call order
Notify Manager Lead is Unassigned
Call Agent 1
Is agent Available?
Notify Agents Lead is Unassigned
Leave Lead Unassigned
Lead Distribution
NO
MODIFIED
YES
NO
YES
Is agent Available?
Contact Agent 2
Assign LeadStop Call order
ROUND ROBINLead Arrives
CALL ON WEEKENDS AND “OFF HOURS”
4
Response Time PerformanceConversion rates
M T W T F S S
Weekend Lead Performance
71%
20%
(Source: The Value of Weekend Leads Unveiled, Quinstreet / Velocify 2013)
MONTHLY
webinar.leadsimple.com
WEBINAR(Second Thursday of Each Month)
leadsimple.com/sales-course
Q & A