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Episode 5: Your Key to Success: Prioritize Customer Service

Updated: Jan 8



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Welcome back to Stamps Staff podcast and how we can help you with virtual assistants and what virtual assistants can do for you. So in the previous episode, hopefully, that you watched, we talked about inside sales agents and what a virtual assistant can do for you in setting appointments, and those are really appointment setters. Today, what we're going to be talking about is the customer service and database manager, virtual assistant, which are not appointment setters at all.


So what can a customer service and database manager do? Virtually, yeah. So like this is the position that there's no doubt 100% should all be virtual, like you shouldn't be taking off office space with this for it. And so what they're going to do is they'll go in to your client's inquiries, whatever else, warming up your inquiries, follow up with clients that you've dealt with past clients, current clients that are in the process of it.


So whatever it is and they're getting in your database, so can they save you one extra deal a month that would have disappeared, where it would've just fallen through the cracks, Like understand the process. The salespeople are going to go after the low hanging fruit. We know that, like they're not going to be the ones who the longer term prospects that are going to take 90 days, 120 days a year.


That's where this customer service comes in, because we know that's where the money is, is long term follow up. That's a good point. So when you're hiring like an inside sales agent and that is an appointment setter, usually the first person that you're going to hire to do that is going to have an aggressive personality or we want to call a high personality with some social, you know, high.


So a high D high if you know your personalities. That's what we're looking at for an appointment setter for a customer service, somebody who is more responding to customers following up, that is going to be a more and see personality. So they're not going to be your aggressive appointment setters, but they are going to be people that are used to talking to individuals, responding to customer inquiries.


They're more of a bringing them back and forth, bringing them in, kind of getting them, as we say, warmed up like they're making them feel find out if there's a hole where, hey, where's the hole happening here in our business so we can patch it up as opposed to just continuing to leak. Yeah. And they can identify customer complaints.


They can pass them to the person who needs to handle the complaint. They are following up with leads in the database that haven't been followed up with for probably a very long time, if not at all. That's where we talk about getting in the database, because your database, if you've continuing to get leads, you have money in there that you're not ever you're not touching, Oh, you're going to spend the money, but it's going to be a competitor or whatever else.


What this can we save some of those that we can bring back to them? If you're not producing enough leads, this isn't going to be an issue. But as you produce more and more, always think about if you can produce 100 leads a month for 12 months, that's 1200 leads. You're not with 1200 leads, right? And then they can also be responding to live chats.


So if you have live chats going on online and they can be responding to those. And what we find is even if you don't have a inside sales agent making appointments and that's you making the appointments, what we find is that you also are looking at the low hanging fruit and aren't following up with long term leads. So this is what they can be doing.


And the great thing is these individuals, if you hire them right, also do have some detail personality so they can be, you know, managing your database. Also, if you are in mortgages or real estate or any industry, pretty much they can be looking at the sales person's notes in making sure that the salesperson is actually following up with the leads that they're supposed to be following up with, adding the correct notes and the correct follow up systems.


Yeah, exactly. I mean, most if you're an industry and you get inbound leads where it's people saying, Hey, I want to do this or I want to buy this, and then you're handing those off to a sales rep, a salesperson, somebody in your office, maybe whatever they're going in and making sure they're actually calling because you will find that even those slip through the crack because the salespeople get busy, somebody else says, Yes, so whatever it is you're selling, and these are just sitting there and they're like, Yeah, you know, I gave you two days ago somebody who wanted to buy this or wanted to sell this or whatever it is they're looking to do.


And you'll find that the sales rep hasn't done it. And if you don't have a backup to that, just that person there that the sales reps know that somebody is going to be looking at their stuff, makes your sales reps better. Yeah, that position right there is gold even if they don't ever find anything, just making sure that the sales reps are more on point is worth millions.

Yeah, they can. Also they can actually answer incoming calls because there is so many great tools they can actually answer your phones. So you have live people instead of voicemail, so you can actually have them doing that. You can do you can have them calling, getting feedback. So if you have appointments or if they're working sales reps, going appointments, or if you've given them something, how's it going?


How's the process going? Are you having any issues with it? So any type of thing, that customer service and I'll bet you customers because it's not a hammer sale. So this is a person that just the conversation your customers will find customer satisfaction will go up because of it. And also, like if you're in real estate, they can be calling other agents to get feedback on your listings because that doesn't happen.


Most of the time because as soon as you get busy you might have something automated that goes out and they aren't answering it. So you really need to bring back what other agents are saying about your your listings, let's say, so they can be calling and getting the feedback so you can give it to the seller. So this is a very important position that can also be doing that.


Let's say you have open houses, they can call back and call in follow up or your or your mortgage lender they can call to get because you know, you need paperwork. Yeah, you need paperwork. Plus you've got to give your blood. Plus you got to give your first born like now with mortgages, you've got to give everything. Well, they can call and do that for you and say, Hey, we need your W-2s, we need your 1099, we need we need your tax returns.

You know, hey, have you filed them for this year? Then we need to copy the extension. Do we need the profit and loss? Because that's really what they're doing is are getting time for them. If you're a mortgage lender and they put in an application but they don't have a property, well, are you the one following up with them to make sure and see if they've found a property that they've submitted an offer?


Yeah, because what happens is you give them a preapproval letter and then you kind of forget about it. They may have submitted ten other offers. Three other offers. Well, they can be called. Hey, you know, how's your process going? Have you submitted an offer yet? Yeah, we did have to do it. We're. We're actually hoping to be under contract the next 24 hours.

Awesome. Let me work up. Let me let the loan officer know we can work up a new approval letter. We can start the process, you know, get it going to save that extra time because, as you know, a lot of the loans aren't closing on time. Right? So you want to make sure that this process is sped up.


Any industry can do it. Yeah. Animal hospitals, veterinarians. Biggest thing. Hey, people, come in. Hey, my dog's sick. Hey, can we set up an appointment? You know how you want to do it. Can generate it. There's a every industry should be having this, and it should be virtual. The other thing is, is like customer service issues. So like if they're following up, for example, with a real estate agent.


So when's the last time you saw homes? Are you still planning on buying a property by February? You know, a lot of the time what that's going to do is, number one, it's going to hold the agent accountable because they are going to know that somebody is following up with them. But also they're going to say, no, I haven't heard from the agent in a month or, you know, no, our plans have changed and we're looking to close or to buy a property by April or May or whatever it is.


But this identifies different things and it also identifies if there's issues and I'm just giving you example, but this is any industry, any follow up with any type of sales person or customer. So that's pretty much in customer service. Let's talk about your database. So everybody should have some type of database where the industry should have something. And in that database there should be first of all, all potential clients pass clients leads.


So a perfect example of going into the database. So you've talked to them, your sales reps, somebody has talked to them, Hey, I'm going to take some action, whether it's buy something or whatever else in six months, who's going to follow up? And six months is the sales rep, hopefully. Oh, you can't count on it. Can't count on it.


Well, what this does is if you are not real busy and don't have a lot of leads, the inside sales person may follow up. But if you have an aggressive inside salesperson and you have a lot of leads, they are definitely not the person that loves to follow up with the potential customers long term. So this is definitely where your customer service is going to jump in.


And what are they going to do? They're going to identify hot leads that they can either give to the inside sales agent or they can give to you as the manager or owner. So they're not going to actually make those appointments, but they're going to identify hot leads within your database where they're ready. Whoever is going to call is what they're going to go in to do.


So like they're going into your CRM. What is a CRM, your management system that Yeah, so you're talking about your database, you're talking about your CRM, you're talking about wherever you store your leads, they're getting in there and they're actually working them, finding out, Hey, you were supposed to call them in July, you were supposed to call them, and they said they were going to buy in three months or they said, whatever it is, they're in there making it done or if you have a team that's working and so you want to check, okay, you have two sales reps, 14 sales reps.


This sales rep said that this person was needing help with some type of financing. Let's say database manager goes in there. Hey, there's not been an update in 60 days with financing and they're also holding your salespeople or they can or whoever is supposed to be making the calls in the database or even the inside sales. And they're actually going in there to make sure that these calls are happening, to make sure that these notes are happening, to make sure that everybody in the database has some type of follow up system.

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