Realvolve CRM: Running your Business with Workflows with Kendyl Young, Mark Stepp and Dave Crumby
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Realvolve CRM: Running your Business with Workflows with Kendyl Young, Mark Stepp and Dave Crumby


Some background on Kendyl – Kendyl is with DIGGS in Glendale, California. She has been a Real Estate Agent since 1986 and she owns her own brokerage. Brand-new brokerage with a brand new team and
using Realvolve with the entire team. She’s been featured in Realtor magazine, Inman News Top 100. It was interesting, a couple weeks ago –
Kendyl got with Dave and I and started talking about what she was doing as far
as preparing for a presentation. She shared with us what she was doing with
workflows within Realvolve and I was just really impressed. I wanted to make sure that other users saw what she was doing and and really see the
power of workflows so I invited her on as a guest to share with with us some of
what she’s been doing. I’ve been preaching workflows for almost two years
now and I’m afraid that has a techno- geek maybe I’m flying over the heads of some people. Hopefully with Kendyl’s explanation of how she
utilizes it, maybe you guys will get a sense of what a workflow can do for you
in your own business. With no further ado… Kendyl would you like to take over
here? Can you see my screen? We can, yes. The big question, can you hear me? Yes, you are good to go. To kind of get started, I am an organizational geek, I’m a Broker/ Owner, I am a Real Estate Agent who is
still actively involved in helping buyers and sellers and I am a Team
Leader who is responsible for developing the talents and the skill set of some of
my team members – my Buyer’s Agents. I am by definition a woman with problems
and I’m guessing that the people who are on this webinar at least some of you are
going to share the same problems and are looking for solutions. I am a pretty detailed individual and so what I wanted to share with you guys is
how I was able to use a CRM to solve some of my bigger problems. What would
those problems be? One of those problems is I lack time. I don’t know if
any of the rest of you ever have that challenge but I lack time and I find
that if I could just clone myself, life would be a lot better. I lack the ability to train to the level that I want my people to be trained. I’ve been doing this for a little over 20, well I’m halfway through my 27th year.
I’ve sold hundreds and hundreds of houses and I have a lot of experience.
I want everything to be done in my business to the quality of what I would
do if I was doing it myself. Being able to train people to that level, not a
simple task to do. Training, another one of my issues. Accountability is
another one. I want to make sure that the people are doing what they’re supposed
to do, when they’re supposed to do it, how they’re supposed to do it. In order to do that, I need to be able to hold them accountable and that’s part of the
problem that I have. Another problem that I have is, I don’t and I really don’t like to do follow-up. I mean I don’t and I’m not very good at it. In fact if I had been better at follow-up through the 27 years of my career, I’m
confident I would have sold a lot more houses so that’s a problem. I need to be able to do follow-up. Under the heading of time, I don’t have enough time. I
don’t like to do data entry. We have to do data entry, we have to put
the data in somewhere. Once it’s in, I don’t want to have to repeat that data
entry because I don’t have time. The last thing – well by no mean the last
thing but the last thing that comes to mind is that I have a problem that’s
maybe my own OCD crazy problem. I live in fear of details being left undone that
will then turn around and bite me in the ass later on. That’s something that keeps me up at night. Those are some of my problems. I think that’s a common problem with all agents. That’s one of the things
that I hear the most of is agents that want to make sure that they don’t miss the closings, they want to make sure that they get all their paperwork done and that is just a common, common issue
for all agents. It is and it’s something that when I’m only doing one escrow, okay fine – I’ll just work my butt off and I don’t have to worry
about that because it’s just hard work. I can catch all the details but you start doing multiple escrows at a time and it’s gonna be tough. This is just kind of my way of handling those details. What is a CRM because that’s what we’re talking
about. Realvolve is a CRM, Contact Relationship Management. At its basic
level, a CRM is a place to keep your contacts data – the phone number, the address, maybe the physical address. That’s what it does and there’s a lot of different ones. Gmail contacts is a CRM when you get right
down to it but a good CRM is a little bit different. A good CRM keeps your
contacts data but it also reminds you to contact them and it also makes it easy
for you to contact them and that’s really great but I need a lot of things
from a CRM. I need all of the contact data, not just the phone number. I want all of it in one place – all of my conversations, birthdates, their
spouses name. I want everything. I need it to intelligently remind me to contact
them because I’m not so great at follow-up so I need something to tell me –
call Suzie, now. I need for it to be easy and automatic to contact them because if
it’s not easy and it’s not automatic then it’s pretty likely I’m not gonna do it.
I need the CRM to run my transactions faster and better than I
can. I need it to help me to run a team, I need it
to help me to delegate all of the stuff that needs to get done and I need it to help me hold everybody accountable, I need to know who my power
partners are – just a few things, I don’t need much. This is what I need and for the love of peanut butter, I need it to be easy and simple to use. There are a lot of solutions out there. Many of them are so complicated
and difficult to use that I hear on a frequent basis – I have that CRM but honestly I don’t use it, I just pay for it every month. Whatever it is that I’m using, not only is it got to be easy for me to use but it’s got to be easy
for my staff and my agents to use. Let’s talk about the basic to-do list cuz everybody knows how to put in phone numbers and emails.
To use a CRM to help you run your life and your business, it’s a little bit
of a 2.0 use of a CRM. The basic to-do list – this is the classic – you write down your list in the morning if
you’re lucky of what you’re supposed to do that day and it’s just kind of a
general brain dump. It’s not easy to share, you can’t delegate very easy from
it, you’re gonna lose the piece of paper in your purse somewhere and it’s not
very consistent. The quality of your to-do list is going to depend on
the quality of your caffeination level so if you don’t have your coffee,
forget it. Then you have your to-do 2.0. I was teaching agents last year on the idea of moving your to-do list to a cloud service. I was using
Basecamp at the time and it was really great because I could share my to-do
list amongst my staff and even with my clients and I could create a template
that I could use and reuse and so I got some consistency. I even had some
accountability as I was able to see who had checked off a to-do and and accomplished something. That was mind-blowing actually, it was pretty awesome. Here’s a problem with that – this is a really great idea
for a nice straight transaction where everything flows one after another in
exactly the same way, exactly the same time with no variations whatsoever. We all know that isn’t how our transactions go, right? Our transactions, they’re never straight. In fact, our transactions pretty much
look more like this where there’s lots of things that can happen, will happen,
might happen and they’re not necessarily the same
every single time. The result is that you get a to-do list that gets
ignored. Why is that? Because if your to-do list has to-do’s in it that aren’t relevant, if they’re not useful, valuable, easy to execute or moving your
project forward then you’re quickly going to ignore not just the irrelevant
to-do’s, you’re gonna start ignoring the whole stupid to-do list and that’s what
happens. I used to use the Franklin Planner and boy it got really easy. You get five or six to-do’s that have carried over for five separate days
and all of a sudden you’ve just not only started ignoring that, the whole system just goes to hell in a handbasket. How do you get to-do lists that are
relevant? They need to be automated and they need to be flexible. What you
need is, you need to-do’s that get added for sometime situations. We’re going to
talk about how that happens. You need to- do’s that are added to your list just when
they need to be done, not two weeks or a month before they need to be done, just in time for them to be done. You need the associated tasks with those to-do’s to be quick and easy, ideally even automated. You need to be able to connect quickly
on any communication platform that you need to be on. You need to have the confidence that the to-do list is complete, if you just follow the
to-do list everything’s gonna get done. You need it to be, especially if you’re in a team or if you have staff, you need it to be easy to
delegate. Remember, I said flexible so not only delegate because you assigned the to-do list to say your marketing coordinator but to be able to
switch that particular to-do to somebody else on a situational basis. Things happen very quickly, change very quickly in our business. Here’s the big deal with this whole idea of using workflows to improve your
life and your business. I think the day is lost in 5 minute chunks. That 5 minute chunk might be sitting there trying to think – what is the next best
thing that you should do? A 5 minute chunk might be picking up the phone and calling your natural hazards report vendor to order
the natural hazards report and then chit-chatting for 2 or 3 minutes about life. That’s 5 minutes that are lost. You do that several times in a day, over several transactions and I actually calculated
it once – I think that if I calculated all the 5 minute chunks that I’m saving
from my workflows, I’m saving about 200 hours a year which is pretty significant. You can do a lot of prospecting in 200 hours. Let’s take a look at my… what do you call this, flow chart? What I did is, I created this after I created all the workflows because I
realized that there were so many little things that happen sometimes but not all
the time and I wanted my to-do list to be really, really relevant. Let’s take a look at a listing appointment. There are three things that can happen when you get a listing appointment. The first one is maybe you don’t get it. In which case you’re
next to-do is pretty obvious, you should prospect. Another thing that can happen when you have a listing appointment is that you
might get no decision. That looks like – that’s really great information, we’re not ready to go on the market just yet, we just wanted to kind
of gather our data. There’s a whole bunch of things that need to
happen in that case. What I was doing before my workflows is I would just set
that person aside. Hopefully I would send them a thank-you letter and maybe I
would remember to catch up with them in a month or so. Wouldn’t it be great if we had a series of pre-written letters that a pre-determined time period
that went out to give them information to help them along with
their process? Wouldn’t it be great if there was some scheduled phone calls
that just popped up automatically my calendar? Wouldn’t it be great if I was
reminded to update their market analysis on a periodic basis so that when I reach
out to follow-up with them to see how they’re doing in their process, I’m doing
so in a valuable and relevant way. Wouldn’t that be great? That’s something that can happen when you have no decision. You might get the listing and after you finished doing your happy dance and celebrating,
you’re gonna have to execute your marketing. 90% of the marketing that
you do is going to be pretty much the same, right? The general marketing, the
usual marketing happens no matter what listing you take. You know you have to have document compliance and you know you have to put it on the multiple lists –
those are obvious things. Wouldn’t it be cool if when you’re in a quiet space, properly caffeinated and thinking clearly and nobody is trying to yank on
your chain – wouldn’t it be great if you were to create some client expectation letters because most of our clients freak out because they just
don’t know and train into escrow for them is a great big scary black hole of
chaos and fear. What if we told them in advance the stuff that we know? We know on week one this is gonna happen, we know on week two this is going to happen.
What if we took the time out to tell them that and what if that letter was
automatic and it was pre-filled with useful and relevant and unique details
for that particular client and that particular listing. I don’t know about you guys, but when I take a listing I have to order a whole bunch of
stuff like – order the termite report and I gotta order the natural
hazards report and some of you are from different parts of the country and
there’s different things that you have to do. These are things you always do.
Wouldn’t it be great if you could order those reports from your vendors with no
more than one click of the mouse as opposed to picking up the phone and chit
chatting for 5 minutes because remember the day is lost in 5 minute
chunks. Let’s talk about some of the things that are not the usual, they
happen just along the way. Like city requirements – here in the city of Los
Angeles there’s certain reports you’ve got to order that only apply to LA.
Pasadena, same things. Wouldn’t it be great if you could just add those to-do’s just when you take a listing in those areas or if it’s a homeowner’s
association, just those things whenever it happens to be a condo or townhouse but
if it’s not, it doesn’t clutter up your to-do list. Under the heading of things
that we think are great ideas but we never have the time or bandwidth to
think about to-do. If you get a referral from Suzy Smith who’s a sorority sister from college and you take a listing – it’s one of her dear friends. Wouldn’t it be
awesome if you were to involve Suzy Smith in the marketing of her friend’s
house and you sent her a letter and you said – hey, we’re just about to go on the
market. Here’s a link to our marketing – could you share that on Facebook with
your friends to help us sell your friend’s house or here’s the open house
date. Do you want to come to the open house and just give a little moral
support? It’s a great idea but we never have the time or the bandwidth to
execute it. If we thought about it ahead of time when we’re properly
caffeinated in a time period when nobody’s yanking on our chain, maybe we
would get that done. Those are kinds of things that can be done once you
actually take the listing. Let’s just say that no offer happens after you
execute all of that. Now we go into a maintenance period and the
activities that we do are slightly different than when we just are in the
first flush. The way we do it open house is different. Seller reports – we need to
tell the seller on a regular basis what’s going on or even if nothing’s
going on. One of the hardest phone calls you can
make is – Hello Mr. and Mrs. Seller, not very much happened this week. What if that report was automatic? What if we could just press a button and we can generate an email or a letter that
told the seller exactly what has happened since the last time they got a
letter. We didn’t have to write the letter, we didn’t have to fill it out, we
didn’t have to create it, we’d didn’t have to format it. If it took us just 20 seconds
to create a unique and valuable seller report every week as opposed to doing it
from scratch because our day is lost in 5 minute chunks. How do we get those back? We get an offer which is what else could happen then there’s the normal stuff that we’re gonna do. We’re gonna send out the contract, contact with len…,
communicate with all the parties, give everybody a letter
explaining all of the players and dates and things. We do that every time but
there’s stuff that happens just with particular transactions like if there’s
a referral – we talked about that. How about the loan – in my transactions let’s be fair, most of my transactions have a loan attached to it but some of them don’t. Wouldn’t it be great for the all-cash offers that I get,
my to-do list is not cluttered up with all the stuff that has to happen when
there’s a loan involved like making sure the appraisal is done, that the loan
documents get on time, that the lender has all the escrow documents, there’s a
whole bunch of stuff that’s attached to a loan that I don’t have to do when it’s
an all-cash offer. Wouldn’t it be great if my to-do list was always relevant to
that particular transaction? Same with homeowners stuff. What about backup
offers – here’s going for the gold. Here multiple offers are pretty common and so
we’ll put one person into escrow and then we’ll have a backup
offer. That backup offer knows that their chances of getting in are not real
high but wouldn’t they stay with us longer if we told them along the way
what was happening? If a letter went out when the appraisal came in on time, if a
letter went out after the home inspection was done and you gave them a
sense of whether or not that went well or didn’t go well. If you just gave them
useful, relevant and timely information about what was going on with your
current transaction, don’t you think that they might stick around a lot longer and
they might be there more predictably if you actually need to activate them – wouldn’t that’d be great? Most of us don’t have the time or the bandwidth to do
that kind of stuff because we’re in such a mad scramble with all the other things
that needs to be done. The day is lost in 5 minute chunks and if we can get
back those 5 minute chunks, we will not only have the bandwidth but we’ll
have the talent to take care of the stuff that we simply cannot predict. That’s really the power of the workflows. I just wanted to give you a little example -this is a letter. Most of the really great Real Estate Agents that I’ve worked with, they produce a letter like this the minute you open escrow on
one of their transactions. It’s just a letter saying – here are the people on our
team, here’s what they do, here’s what their contact information is, here are
all our deadline dates so that everybody is on the same page. I do this for every transaction and prior to a workflow it would take me anywhere from
5 – 20 minutes to create this letter. I’d have to look up all the data
information to get in there, calculate the date & stick them all in
there. I would do two or three of these – one for the
other Agent, one for the Lender and one for the Escrow Officer. Each one would take 20 minutes. Now I can do this letter with all this useful, relevant and
unique information to that transaction and it takes me about 20 seconds. The day
is lost in 5 minute chunks and this is how we get it back. It used to take you how long and then how long does it take to do it now? It would take me about… because you’d have to go into the various places
where you keep the information on the Escrow Officers name and phone number
and then you know the Title person’s name and phone number and contact
information. Then you’ve got to look up the dates and you had to put
those all in there and type out all the words and stuff. It can take anywhere from 10 – 20 minutes to do that. I suppose if you’re a really fast typer, maybe 5 but do it in 5 seconds or 20 seconds. The only reason it takes me 20 seconds by the way is because I’m too much of a control
freak for that letter to go out without me reviewing it so the 20 seconds is
actually just to pull the letter up, scan it, make sure that it’s not out of whack
and then hit the send key. That level of making sure that it at least looks right is important to you and I understand that completely. I would guess that there’s plenty of agent’s that after they’ve done a few would feel perfectly confident just sending out automatically
and not even looking at it. That was pretty much… did you want to see anything else on that? The rest of this is pretty much talking
about what my workflows are and the different types of them. If you would, just show us maybe one of the workflows that you’ve got set up that you use on a daily basis just in general. Maybe if you look at the new listing or something that is really relevant to you on a daily basis.
Let’s take a look at… we’ll take a look at listing marketing
real quick. Can you see my screen again? Yes. This is the listing marketing that I use. For those of you that haven’t seen Realvolve, we have several sections across the top.
This is the workflow section and here’s a number of the workflows that I have
and some that I’ve gotten from other people. This is what we use for marketing -there’s 42 different steps because I am kind of a detailed person. It ranges from the start date through to… this is something that was difficult to understand but is so, so powerful. Realvolve allows me to
calculate these various to-do’s like set vendors appointments based off of a number of different trigger dates. I’ve worked with systems where the number of trigger dates you can calculate your date’s off
is extremely limited whereas Realvolve is pretty vast so you can get extremely granular, very accurate about how your to-do’s are calculated. This is kind of like the template if you will. So many days after start date, we send
the thank you letter, we send thank you letters to the referral, we call up the seller to make sure that we have a meeting set up to fill out all
the disclosures, ad copy needs to be done a day after the start date. Then you get a little bit further into it and it’s like our MLS target date, we’re
gonna send the seller a letter saying – okay, we’ve got three more weeks, this is
what’s going to happen. Start date – I might take the listing six months
before we’re actually going to go on the market but they don’t want to see the three weeks to go three weeks after the start date. They need to see the three weeks to go three weeks before we’re actually going to go on the
market. Let’s time what we’re doing relevant to what the to-do
actually is. Because there’s so many different ways I can calculate it,
everything I do is just extremely accurate from the clients point of view. That’s another thing for me – I’m always thinking about how the client is
going to experience whatever it is that DIGGS does. Let’s see, what are other
things in there? Ordering sign riders – I mention this. This is an email that goes out to one of the vendors and it happens. We have a sign
rider for a unique website for each house and the formula that I use for the URL is always exactly the same. It’s the streetaddress.com more or less. I have an email that says exactly that and Realvolve plugs in the street address for me .com and the email goes over to the
person who creates my sign riders. We never even see that email, that goes
out automatically. And then five days later, a sign rider shows up on my
door – oh yeah! It’s great. It’s something that just is automatic and I don’t have to worry about it. Let’s see – what other dates do we
calculate? Automation on a daily basis really is saving you those minutes – it’s all those minutes adding up. Right, because the day is lost in 5 minute chunks. The other thing that I think is pretty cool – let me see if I’ve got anything in here. I use
text message – I don’t think I need to do it in the marketing. In an escrow, there’s a couple of places where I use text message because people will
pay attention to texts in a much different fashion than they will
emails. For example – I used a text message to remind the mortgage
professional that my appraisal should have been done by now. We have a deadline – seven days. That’s got to be ordered in seven days so on day
five if we notice that the appraisal hasn’t been done, we’ll send a text to the
mortgage person saying – you have to get this done in seven days, it’s day
five. Can you tell us when it’s gonna happen? Again, that’s an auto-written text and my staff just hits the send key and it goes right on out. It already has pre-filled into it the property address so they know what
property we’re talking about and what want them to do. Keeping people accountable that are not on my team is
another aspect of our workflows. You’ve got people that are not on your team at all but also, you’ve got a brand new team. You’ve got unseasoned staff in some manner. Is that correct? I do. I got my Broker’s
license about four months ago and I was just reviewing this in my head – I
launched as an independent Broker with brand new Admin. staff and two unseasoned Buyers Agents. It happened to be it was the same time that I launched
workflows in Realvolve. I’ve doubled my business in the last four months and
I know that the ability to give these workflows to my staff has got them
up and running in a very expert manner with very little ramp up. The advantage there is you’re not having to spend the time necessarily to train
them to do the things. The workflows either do them for them – the emails and
stuff. Automated can actually do it. It reminds them hey – you need
to do this, you need to do that and you’re not having to go through that
whole process. You may have an employee manual that tells them their job, what they need to be doing but this really steps them through
it. The learning curve is greatly reduced. Is that a fair assumption? The
learning curve is almost zero actually. It’s just getting them to understand how
to make… I’ve made it so that it’s very easy for them to live in Realvolve. This is what they live in. These to-do’s pop up, there’s instructions, there’s checklists, there’s templated emails or texts. They’re doing all of the rote stuff that honestly, they shouldn’t have
to be trained to do. That is keeping their bandwidth and their intelligence
available for doing the things I really need them
to do which is pay attention to my clients, hold their hands, make them feel
like they’re supported. That’s what we do – that’s what we’re really good at. We really shouldn’t be spending our time trying to format a stupid introduction
letter. Do you feel that it is, with this constant reminders within the emails to do the things or having it do automatically that it
actually does help build those relationships with your contacts? Undoubtedly. The common mistake I think in using a system like this is you think you can automate everything and not have to talk to the
client. That’s not the point of the workflow. What we have for example – for every send something to the seller, there’s a matching… like seller three weeks to go. I’m not sure where the
heck it is but for the sending an email three weeks to go, there’s a matching to-
do which is call the seller to make sure that they’re okay with that and answer
their questions. Instead of giving the seller a wall of words that they’re not
necessarily gonna understand when you call them, you send them an email. Then you call them and say – I just want to see if there’s any questions about what
you’re gonna be doing and then there’s a couple of checklist items on there. It’s like – okay,
I wanted to make sure that you have gotten the house ready for open house or whatever it is that’s on that checklist. We’re able to pay a lot more attention to what the seller is concerned about, afraid of or just
generally not knowing because all this other stuff is already taken care of. Using those checklists while you’re on the phone – you’re looking at the
checklist. You know that you’ve covered whatever it is you want to make sure you
cover and you’re not just flying by the seat of your pants on these things but
you’re covering the items, making sure everything is accounted for and
once they’re checked off, it’s done and you feel good about it because
you’ve done your job. It’s something we teach in the coaching environment that I’m in – when you’re truly a master at something,
you don’t have to spend the conversation worrying about what you’re gonna say. You
spend the conversation truly listening to the person on the other end. That deepens relationships, it furthers trust. There is no better way to
demonstrate to the seller that you totally are on top of it which is what
trust really means to a seller. They know that you’re taking care of things. There’s no better way than to demonstrate it than to give them this email saying – we
already thought ahead. We’re going to tell you in advance what’s gonna happen. We’re also gonna tell you advance what we’re doing.
We’re going to tell you in advance what you should be doing. That gives such a
feeling of trust and competence and mastery. We wind up not having a lot of angry sellers who are saying variations of I don’t hear from
you enough. Especially whenever things don’t necessarily go in
the listing side. If you don’t have a lot of showings or it comes that time where it’s getting ready to expire, if they haven’t heard
from you they’re not likely to to relist with you. I have listing marketing which is launching things and then listing
maintenance is what happens after we finish all of the the first flush of
things. What we do is, we have this little tickle that repeats every single
day at a particular time of the day and then it’s assigned to my Marketing
Assistant. It’s just what happened today. It’s my Marketing Assistants job at that prescribed time period in her day to just jot down
anything that happened for that listing. If one of our agents showed it or if we see a showing appointment or showing time, if we ran an ad, did something social media, whatever it happened to be. It’s really easy to review a day and think about what happened. It’s
really hard to review what happened the last two weeks or the last month. For some
of us, the last six months. It’s not not difficult to do it in a day. We have a tickle that shows up every day and she writes out in the
seller report what happened today. On a prescribed day of the week at a prescribed time, she puts out an email. It tells the seller how many
hits we had in realtor.com, how many showings we had, what feedback we had, how many ads we did, what kind of social media mentions. It’s just the whole
shooting match. We don’t have to figure it out – we don’t have to remember at the end of the week what happened that week – we did it every
day, no big deal. Had a couple questions here – I’ll go
ahead and go through it real quick. How do you assign a workflow to a
transaction? Basically you just go to the transaction, you click on the radar tab
and you can start the workflow from there. Debra, that’s a real easy one. For Mary – she was asking do you have to create your own workflows? We
do have some templates that you can get from the workflow library. With Kendyl, she created her own. Kendyl – can you go over your different template packages that you’ve got, your workflow packages? (see website for current pricing) Yeah – you can see that, right? Yes. I created four different packages for Agents in different parts of their business. For some of you that are
just starting out, you might need some help with follow-up. I always need help
with follow-up and so I have a lead generation package. That is designed to help you follow-up with people you meet at open house, people that you
find via the internet or reach out to you over the internet. I also have a specific workflow for just Zillow leads because I use Zillow and as
a premier agent. I do a lot of door-knocking so I have that. I also have a workflow for the lead that you met at open house but
they’re not ready to set an appointment with you but you just want to keep up
with them. You don’t want to forget about them which is what I would always do. You
just want to keep up with them because you felt like there was a good connection
and they will turn into present business at some point in time. Each one of these workflows is a combination of pre-written letters, emails that offer up valuable tools and and information that they’re gonna need
on a timely basis as well as scheduled phone calls and touching base. You meet somebody at open house – you put in the data entry – gotta do it once. I have made them automatic and you can using a third-party software. You put them in there, you apply the workflow on Sunday for buyers leads. Then you start them on this workflow. Then the next week, you do another open house and you meet two more buyers you really want to keep in touch
with. You add the workflow to those two buyers. You’re keeping track of six buyers right now and they’re in different parts of the
relationship with you and this workflow will allow you to be useful and relevant
to that particular buyer at that particular time. It’s never gonna feel to them like you’re sending them spam email. You’re sending them something that’s relevant to the relationship that you started. The next set of workflows that I created are for those who take listings. There’s just a whole bunch of stuff if you really think about it from the day you meet a seller
at an open house or door-knocking or what have you through to the point
where you actually close escrow. There is just a tremendous amount of stuff that
you could and should be doing to create predictable repeat and referral business.
It starts everywhere from where you met the seller – the
seller lead. Remember we interviewed for the listing but they weren’t ready to
list right away so you need to keep in touch. I have a workflow for that, that gives that seller useful and valuable information that they can use while they move through the process of deciding to sell. Listing
marketing – we kind of took a look at what that looks like. Lease marketing is a little bit different so I just took that workflow
and modified it for those of you who list homes for lease. Maintaining the
listing – doing that open house. Processing the offers and then listing escrow, what happens when we do that. That’s another one. For those of you who do buyers, there is a workflow for the buyer escrow which is
no less complicated than the one for listing escrow but it’s different
activities, different things that you’re doing. Then, what I call the referral generator which frankly is my finest work. For 27 years I’ve been
trying to figure out how to be useful and relevant to a buyer after we’ve
closed escrow and not be that guy that calls and says so if you know of
anybody who wants to buy or sell, I’d love your referral. I don’t want to be that guy but how do you stay relevant in a buyers life after they closed
escrow short of becoming a true and useful friend which that’d be nice and it’s a great goal but I kind of suck at it so I just want to be a great
professional. This is six years worth of great emails and phone calls that
never go to the I heart referral place. The same thing for the tenant – you can put in a tenant, they’re probably gonna buy so why not stay in
touch with them, why not stay useful and relevant till they’re ready to buy? You’ve created all of these, you’ve made it… One of the the nice things that we’ve got built into Realvolve is the workflow library. You can share them, you can sell them and lots of different things. You definitely have
spent a lot of time. How much as far as workflow – you got some very detailed
workflows there. If somebody was to try to recreate their own workflows, what kind of advice would you have for them first off? The first thing that I would do is before you even fire up Realvolve, I would sit down with pen and paper or computer and Evernote – however you want
to do it. I would just start downloading from your head everything
that you think you do in a particular process. Just get as detailed as you
possibly can. I recommend doing this at night after the kids have gone to bed and the phone has stopped ringing so you can truly concentrate. Just put down everything that you can think of to the most granular level that you
can. After you’ve done a brain dump, then I
would go back through the brain dump and I would take a look at each item and
think – when would I do those things and how would I calculate how to do those
things? What I mean by that is, you know that you’re going to say – sign the
listing contract at the beginning of the process but I like to fill up my
disclosures quickly and I want to fill those disclosures out as quickly after I
get a listing signed as I can. I thought to myself, well I’m gonna do this
as quick as I can but I don’t want to do it on the day I do the contract because
that’s too overwhelming. I would like to do the disclosures within five days
of signing the contract. We’re gonna do that five days after the start.
In thinking about the marketing, I looked at my to-do list and it’s like
well I want to do my flyers but I can’t do my flyers until I have my pictures
back so I’m able to calculate create flyer. I know when I’m gonna be doing the
photography. Realvolve allows me to calculate the to-do off of the photography date. They say – I can do the flyers five days after the photography appointment so I’m gonna put my to-do and that’s when I’m going to do
it. You want to look at all those things, think of what has to happen before you can do this thing next. That’ll help give you a sense of time. Then I’m going to go through that to-do list one more
time and I’m going to think to myself – who do I need to communicate with in
order to accomplish this to-do and what do I say to them? Then you start writing
letters, emails or texts. Whatever is it you need to do based on that to-do. Think
about who it is and what do you need to tell them and then
write it. Once you do all of that, you’re ready to fire up Realvolve and start
creating your workflow. Excellent. One of the things that we talked about early, whenever you were showing this before was you and I really,
we exchanged a few emails but you did all this yourself and I was just very impressed and I was assuming you were using the the workflow guidebook.
We kind of go through those steps about writing it down, going through that
process. Like I said, I think a lot of times these types of things, because of my technical jargon sometimes it flies over their heads.I’m hoping that with what you’re showing right here, it can be
done. It’s something that takes time and it takes a lot of thought
but once you get it done it saves that time in the long run. Yes,
it does. The caveat that I would say is that this
is a commitment to create a really truly useful workflow. It’s not something that you’re just going to roll out of bed and do in 5 minutes. It takes thought, it takes design, it takes time to come up with the letters, the
emails and really think them out. Like you said earlier, it does take…
within Realvolve, we’ve got pretty much all the fields and there’s a few that
we’ve missed and we’re in process of adding those in there but we’ve pretty much got all the different fields within the database accessible to you. If you
want to create a template letter that contains information to be sent to the
buyer, to be sent to the seller, to the lender, whoever. That information can be
put in those templates and then be able to save that time instead of being on
the phone taking 3 to 5 minutes on a phone call or 20 minutes
typing it up, you can send it out almost instantaneous by having that template
pre-written and ready to go. The other thing that I think is amazing
about Realvolve is this ability to buy somebody else’s workflow and start
from there as a stepping stone. Creating something from scratch, it takes a lot to really understand your process & go from there. To get someone else’s workflow – it may not be yours, it may not be exactly the way that you work
but it is so much easier to modify what somebody else has created so that it
suits your business than it is to do it from scratch. For those of you really
selling houses, this is a great shortcut for you. They can go to DIGGSworkflows.com (or go.realvolve.com/va) and see what you’ve got, right? That is correct. If you’re not a Realvolve user yet, you can use my affiliate link
to go and sign up for Realvolve to get started. If you want to take a look
at what my workflows are, I have an explanation of what they are as well as
the different workflows that are included in different packages and
pricing (see website for current pricing). You can go online to DIGGSworkflows.com (or go.realvolve.com/va) and take a look at those. Mine are not the only one – I would love for you to buy mine because I
think they’re really good but there’s other ones that are in the library and
I’m sure there will be more to come. This is a really key step that is unique to Realvolve. I don’t think any other CRM has this level that allows
you to take a look at what someone else has done and and modify it for yourself.
I have spent 25 years developing CRM software for the Real Estate Agent, Lenders, Title Reps and in doing the Realvolve
project, it has been just a tremendous brain explosion of the things that I’ve
always wanted to be able to do and just did not have the right tools to do it. We’ve reinvented a lot of new things, a lot of cool things and quite honestly
the best is still yet to come. We’ve still got some tremendous things that
are happening that will blow your mind coming down very soon. I’m gonna give
it to you from an Agents point of view – I’ve been experimenting with CRM’s
for as long as you’ve been writing them Mark. I started with Top Producer back in
1986/87 back when it was called another company’s name. I’ve written CRM’s for myself because the other ones that existed didn’t work so I I know a lot
about CRM’s. Realvolve has given me more flexibility, more power and more
ability to do relevant things for my business than any other CRM I have
ever used anywhere and it’s easier to make it happen so props to you. There’s a
reason why I’ve invested so much of my time in Realvolve. It’s because it was a
platform worth investing in. Because it’s it’s all that plus a deck of cards. It takes time – everything takes a little bit of time. There is some
learning that has to be done but it’s something that… If you want a
solution that’s no thought, no brains, no effort, no nothing, move on – this is not it.
This is a solution for people who truly want to be a master and an
expert at what they do. I like that. Any other questions? How much
time has it saved you by having Realvolve? I calculated it just for grins one day and I estimate about 200 hours for a year. I shared with you the other
day and I’ll share with the audience. Early on in my career I was fortunate
enough to run into another Real Estate Agent, Peggy Mitchell and she shared a
story with me about spending all the time away from work. She was working
late nights, long hours, working a big subdivision. She came home one night
expecting to see her daughter Amber in bed and was going to tuck her in
and Amber was not there. She looked all through the room, Amber wasn’t there. Went down to the family room, Amber wasn’t there. Finally she went into her own bedroom
and she found Amber there tucked away in the closet. She scooped her up said –
Amber why are you in my closet? She was just asleep thank goodness. She goes Oh Mommy – I’m sorry, I didn’t mean to scare you. I was missing you and I came in here to
smell the perfume on your clothes. When she told me that, that was just a heart-wrenching moment for me because we just had our own first child.
It was at that moment I said hey – there’s gotta be something that I can do to help
save time. Dave said it – that’s a month’s worth of
vacation. Just think about how much time in small increments that you
can be saving yourself and you’d be spending it with your family. You can be
spending it on on the beaches of whatever ocean that you want so
that’s great. I’m going to close with this. If there’s anything else that
people want to know, certainly send us emails, visit our website and we’d be
happy to answer them. Thank you so much Kendyl for your time and effort here, for taking the time that you’ve done to put
this together. I hope to see many, many good things from you in the future.
Awesome – everybody just go forth and be awesome out there! All right, this is a
wrap guys. Have a great day.

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