INITIAL CALL OUTLINE

Greeting  “They don’t care how much you know until they know how much you care”

1. Put at ease (smile before taking the call)

To control the call you use the 3 F's (feel, felt, found) and BTW (By the way)

• Get initial information as to why they are calling
• Develop relationship
  1. Ask where property is
     1. Make them feel it’s a good location (all locations have something good about them)
     2. Express that < Your Company Name > services other clients in their area
  2. Ask how they came about to own it or if they are renting out their existing home ask them why they are wanting to rent it out

(let them tell their story- you’re building a relationship here)

• Compliment/commiserate with them
  1. Investment  compliment
  2. Moving  congratulate/compliment
  3. Personal life change and have to move & rent  commiserate
• As your creating this dialog you need to be conscious of the following:
  1. Diagnosis ( Listen twice as much as you speak)
  2. Find their pain  (Exam- Resident leaves in middle of night or damages the property)
  3. Make it terminal  (Exam- Some people take 9 months to get the resident out)
  4. Give them the solution  (Which  one of Your services  will take away their pain.)
• Information Contact

1. Ask for email address to send brief summary of this call
2. Follow-up Commitment
   1. Will provide competitive analysis at that time (this is key to getting the 2^nd call with them  (Do not send them the CRA)
   2. Get specific day/time they agree to the follow-up call next day

• Reconfirm follow-up call day/time and that we will have researched their home’s area by then and can provide a CRA rental rate.

Items A  to  D  maybe something you go into when you have the second call, however if it’s an seasoned investor you may go into it in the first call.

Click here for the NPO Script with Q&A Included. This script is used until you are comfortable with answering the questions. Download the scripts and personalize them for your company.

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Have your NPO in the M1 software up and ready to fill out before you take the call. Should you get the call without notice ask the caller to hold for 30 seconds and bring it up on your computer.

Taking a call as it comes is.

• Story of driving by a police HQ at the speed limit as an example to increase resident Accountability as they know someone is watching
• Forget about saving $8.00 on faucet and 2 hours at homes depot and go to a financial seminar to learn how to get better loans at a lower rate, eliminate you MMI Insurance
• You pay a management fee whether you use a management company or self-manage!
• Since we can rent it faster and for more and keep a resident in and reduce your vacancy, your management fee - after tax write offs - is the same as you’re paying now managing yourself, plus you don’t have to look at better and more real estate deals because your being “Joe Manager”.
• We look at residents as customers not only as a resident, whole different philosophy and approach  if you keep a resident happy they stay longer and pay higher rent
• When you give customers good service you can charge more.  If you’re like me, you will pay per 10% more to some store because they treat you right and give timely services
• Managing a property instead of selling is more than one dimensional, meaning with management the rent rate is based on the condition of the property, quality of the resident, lease term, and security deposit - not just price or rental rate.