When was the last time you filled out a form on your property website to see what the follow-up experience is like?
Testing these forms and seeing how the agents at your communities respond to an inquiry can either be an enlightening or a disheartening experience. Your focus should be on the impression left on the prospect—their experience with your community.
Start with your community website. Fill out the Check Availability, Schedule a Tour, or whatever type of contact form you have, and see how the follow-up process unfolds.
Pay particular attention to the following:
- How immediate was the follow-up?
- Did you receive only an email?
- Did you get a phone call and email?
- How was the actual response? (Great email, great phone call, or less than stellar?)
- How persistent was the follow-up? If you didn’t respond, did someone check back in with you?
- Was the follow-up consistent with what you’re requesting? For example, if you filled out a Schedule a Tour form, did the agent specifically acknowledge that?
If you think you are having problems with leads, use the above questions in your next follow-up test.
