How To Sell Without Feeling Like A Used Car Salesman

I’m writing this post because I am SO tired of people spamming social media with sales stuff that adds zero value.

I regularly get friend requests on Facebook from people who have their business as their main photo and their entire feed and cover image are about their business.

If I wanted to watch a commercial, I’d go to the old school guide on channel 99 that plays nothing but a million commercials… or I’d go back to listening to Pandora instead of Apple Music.

No one wants to see commercials and no one wants to be sold.

HOWEVER..

Everyone wants to buy.

Soooooo, how do you get people to buy without spamming them to death?

Very, very carefully.

Basically, you’re helping them realize that buying is the right decision for themselves… You’re not forcing them to buy.

Here are the seven steps you need to take them through to successfully sell without feeling like a used car salesman:

 

Establish Rapport

One of the BIGGEST mistakes that I see with people who decide it’s time to start building their network is that they skip the messaging and go straight for the ask.

The BIGGEST mistake you can make when you decide it’s time to start selling is to skip the messaging and go straight for the ask. Click To Tweet

STOP RIGHT HERE.

LISTEN UP.

DO.

NOT.

DO.

THAT.

If you ask before you build credibility, your audience will ignore you.

That means low engagement, tons of unsubscribes, less referrals, less people raising their hand to say they want to do business with you and a bajillion unfollows.

You know what I’m talking about… The constant stream of self-serving requests that are asking for their business…

Call me if you need a ____, I’m ready to help you.

Come support me.

It’s awesome that you’ve finally taken the step to ask, but if you have no credibility and you start asking them for stuff, you’re killing your relationship before it even begins.

Think of each of your relationships as a bank account.

Every time you pour into someone and come from contribution, you make a deposit.

When you’re like “hey, I’m selling this now so support me”, you’re withdrawing from the account faster than you can deposit.

You have to earn the right to ask and you do that with your messaging.

What do I mean?

I’m so glad you asked.

Wayyyy before you start selling them, you need to build rapport first.

Let’s be clear… Building rapport doesn’t have to be a long, tedious process.

Rapport building can take 10 minutes or it can take years… It totally depends on you.

It just so happens that I’ve written a wholeeeee post about how to hack small talk for your right here:

After all, when there’s rapport, the person who’s most certain will influence the other.

Rapport is ESSENTIAL to selling.

… and even once you have rapport, you don’t start selling yet.

First, you need to figure out what they need and how you can help them.

 

Identify The Need

By asking great questions, you can determine whether they have a need for your service.

No matter how good of a sales person you are, if someone doesn’t need or want your product or service, they’re not going to buy it.

No matter how good of a sales person you are, if someone doesn't need or want your product or service, they're not going to buy it. Click To Tweet

… It’s as simple as that.

So action item numero uno is to stop trying to force your product or service on people who don’t need your product or service.

At this point in the conversation, you’re just asking questions and learning about the prospect.

Here’s a hint…

People will tell you exactly how to sell them if you just ask the right questions and then really listen to what they’re saying.

For example, 99.99999% of the time when I tell someone I’m in real estate, guess what their response is?

“How’s the market?” (or “the market is hot right now”, or “why are properties so expensive!?”)

Instead of being like “the market is great! You should buy a house with me.”

My response is always, “depends… Are you looking to buy, sell or invest?”

Bam.

Now, they’re going to tell me what they’re looking to do and I can tailor the conversation from there.

They might say something like, “oh I was just curious! I was thinking about selling if I can get the right price” or maybe “I’ve been keeping an eye out for my sister.”

Something along those lines.

 

Qualify The Buyer

Once you’ve determined they have a need for your product or service, it’s time to qualify the buyer.

THIS IS WHERE MOST PEOPLE BURNOUT.

They ASSUME just because someone has the intention to purchase your product or service, that they also have the means and motivation to actually do it now so they spend allll their time running after people who aren’t actually motivated to buy and then end up frustrated with the whole sales process.

Sooooo, instead of hopping into how awesome you are as soon as they tell you they’re interested, you ASK MORE QUESTIONS.

Noticing a trend here?

It’s all about the questions.

Your initial questions will determine if they have interest and when you dig deeper to qualify them, you’re identifying whether they have the motivation and means to do it NOW.

Every industry’s questions are going to be different, so think about the questions you can ask them that will help you determine how ready they are to work with you.

Once you’ve established if they’re ready, if you’re REALLY good, you’ll also ask the questions that will identify the objections they have UPFRONT so that you can customize your presentation to them.

The more information you get from them up front, the more likely you are to be able to customize your presentation DIRECTLY to them without all of the extra fluff and BS.

When I say presentation, that could be an actual presentation where you sit down with them, a speaking presentation where you’re addressing an audience, a webinar where you’re speaking to them online or even an email sequence that you’re using as part of a sales funnel.

Obviously, if you’re using an email funnel, you’re not going to get them to answer back to you.

However, as you talk to more people, you’ll find that most people have the same few objections and we’ll talk more about that in a few sections.

Moving on.

 

Create Desire

Next up, just because they have the means and motivation STILL doesn’t mean they are going to work or hire you.

A quick little story for you…

Since my target audience for my real estate business is young professionals who make about $75k per year, I find that a lot of them are first time buyers.

They’ve heard alllll about home buying but they’re noncommittal because buying a home requires change.

There are two ways I could go about doing this…

First up, I could explain to them why they need to buy and are throwing money away by renting.

Excepttttttt, people don’t like to be told what to do and they don’t like to be wrong.

If you handle their objections by telling them they’re wrong, they’re going to shut down.

Instead, my approach is to make home buying seem super easy and approachable.

Now, here’s what I do…

When someone tells me they’re thinking about buying within the next 6 months or so (after qualifying them, I generally find that timeframe works because they have a lease that’s expiring or some other deadline), then I add them to my “home buying guide”.

Instead of just a 50 page PDF that I know they’ll never actually read, it’s broken down into one email a day for 10 days and each day covers a different part of the home buying process.

The emails are about 700 words each, are written in a super conversational manner and walk them through the ENTIRE process.

Since I started doing that, I’ve had a bajillion (yes, that’s a scientific, accurate number) prospects who were like “meh”, turn into “when can we meet?!”

The key is that my focus is on educating them and answering the questions they didn’t even know they had.

That, my friend, is called messaging.

To clarify, it’s messaging and not marketing.

Marketing is “I’m awesome and here’s why”.

Messaging is “here’s what you need help with and using an example, I’m going to show you how I’ve helped other people with the same thing”.

In your own business, I want you to think about how you can “create desire” by educating them.

Email series, video series and mini courses are AMAZING for this.

In the Empire Builder Academy, I put together an entire 60 minute workshop that will walk you through exactly how to create this for your business AND how to nurture long term prospects on autopilot so you don’t have to worry about burning out.

Before we continue, there’s just one more thing we need to talk about…

 

Your family and friends don’t owe you their business

Listen up, Empire Builder!

Just because they are your friends or family does NOT mean they “owe you” their business.

Just because they are your friends or family does NOT mean they “owe you” their business. Click To Tweet

The burden to convert your relationship from personal to professional is on you to create enough value to COMPEL THEM to take action. It is not on them to support you just because of your relationship…. And no, it’s NOT about loyalty.

If you work with friends or family who are doing you a “favor”, they’re going to ask for a “favor” in return in the form of cutting your fees, commission, etc. etc. etc.

When you’ve shown enough value to COMPEL THEM to WANT to do business with you, you are now doing THEM a favor and they wouldn’t DREAM of reducing your fees, commission, etc.

… anddddd not to mention, when you’ve EARNED their business, it’s a bajillion (yes, a bajillion, not just a million) times easier to work with them because they trust you and don’t think they know better than you. They respect your business process.

All good things, yes?

Here’s one more: when they trust you, respect your process, and actually do business with you, you get more referrals too.

Until you change your mindset AND the way you communicate from expecting business from your network to earning business from them, you’ll always be at the mercy of “doing favors”.

So how do you earn their credibility so that you can lead your network to become clients who trust you, are excited to work with you AND won’t try to slash your prices?

It’s all in your messaging.

Truthfully, our prospects don’t give a crap about how awesome we are until we can show them how we can make that awesome work for THEM.

There’s a whole workshop on copywriting in the Empire Builder Academy to help you turn your words into powerful messages.

 

Overcome Objections

Sooooo, even if they’re interested, they have the need to buy your product or service, the means to do so AND want to, they still might hesitate.

You have to be ok with that.

Anddddd if you talk to enough people, you’ll find that there are only a few objections that come up over and over again, just in different ways.

Most of them are some variation of:

“Too expensive”

“Your fee/commission/etc. is too high”

“I’m not ready yet”

“Just send me some information”

“I already have someone that does this for me”

“I have to talk to ___ first”

Sound familiar?

These my friend are objections… and truthfully, they’re just unanswered questions.

I’m not going to get into the nitty gritty of how to deal with each objection here because that could literally be an entire blog post on it’s own, so we’re just talking about high level objection handling here.

 

Isolate the objection

Sometimes, when people are thinking through something, they’ll throw out ten different things that aren’t really that significant to their decision but if you listen closely enough, you’ll hear the real objection.

As they start talking about the things that are stopping them, your first objective is to isolate the REAL objection.

This script is GOLDEN for this:

“So what I’m hearing is you feel like [isolate their objection]”

(Let them confirm)

“Before we talk about that, is there any reason you wouldn’t be ready to buy/hire/work with me today?”

Nowwwww, you’re probably like “I COULD NEVER SAY THAT”.

Here’s what I’m here to tell you…

They WANT us to make their lives easier and helping them clarify what’s stopping them will help them make decisions faster.

 

Handle it in a logical way

If you know their objections up front and have taken the time to think through a logical answer that gets them to change their perspective, you’ll get through this with grace.

The key here is that you can’t make them “wrong”.

If they feel like they’re wrong, they’ll shut down and you’ll lose them.

You can change their perspective through examples, personal stories or just through a series of questions that get them to see it from a different perspective.

Without getting into crazy detail here, I’m going to HIGHLY recommend that you read the books “The Ultimate Sales Machine”, “Secrets To Closing The Sale” and “Fanatical Prospecting”.

I know that’s three books and it sounds like a lot but if you’re committed to growing your business, you’ll take the time to invest in reading them because it WILL help you grow your business.

 

Sometimes they have multiple objections

After you’ve handled their objection, go for the close.

If they’re still hesitant, isolate the new objection, handle it in a logical way and then close again.

Don’t worry, the more that you do it, the better you’ll get at it.

 

Close

Notice that we went through a wholeeeee process before getting to the close.

We didn’t just say “hey, I have a product, wanna buy it?”

We got to know the person, their wants and needs, and their ability to buy.

We got them excited about our product or service and we addressed their concerns.

Thennnnn, you close.

… and truthfully, you often have to close more than once, especially if they have multiple objections.

You’ll handle the objection, close. Handle the objection, close.

Yup, before you even start thinking about promoting anything, you have to figure out what you want them to do.

This allows us to work backwards by making sure that everything that we do and create is leading them to your inevitable ask.

Are you trying to raise money for your organization?

Do you want them to buy a course from you?

Become a client?

Refer a friend?

Click on a link?

Give you their email?

What is the one thing you want them to do?

Yes, I said one.

Not 5.

If you give them too many options, they do nothing.

Pick one.

Focus on one ask at a time… and when you’re ready to focus on another, you’ll go back through this process again to create a whole new campaign for your new ask. If you start blurring the lines between your asks, you’re going to burn your audience out, make them think too hard, confuse them and they won’t take action.

That’s why when you visit a landing page, there’s like 17 buttons asking you to do the same thing and the entire page is dedicated to that ONE topic.

When you read a great blog post, it’s focused on ONE topic and then asks you to do ONE thing.

Give them ONE option and a million reasons to do it.

Here are some of the questions to consider while creating your ask:

  • What do you want them to do?
  • How will they get there?
  • How do you bring them into your world?
  • What happens once they enter your world?
  • How do you earn their business?

Andddd after you’ve closed, make sure that you service the client the right way.

There’s nothing worse than working your ass off for a client and then they end up getting crappy service so you never get referrals.

I wrote an entire article about how to streamline your onboarding process to help with just that:

 

Follow-Up

Lastly, when people complete your ask, reward them for it and keep in touch with them.

When people complete your ask, reward them for it. Click To Tweet

Yes, that means deliver the value you promised AND STILL reward them… That’s how you get referrals.

If you’re asking for referrals, reward them when they give you the referral (regardless of whether or not the referral pans out), you want to reward the behavior so that they continue to do it.

I always send a handwritten thank you note and a $10 Amazon gift card when someone refers me and then if the referral pans out, I’ll send an Amazon Echo (even though they call them Alexa, because you know, my name is

Alexa… and I want you to think of me as a resource!)

If you’re asking them to register for something, give them a shoutout when they do (people love being shouted out and it’s the easiest way to show the rest of your network “other people are doing it so you should do it too.”)

I do this for my free courses… When someone registers or if someone buys a ticket to one of our workshops, I always post them on my Instagram story. The more I do it, the more our sales and registrations go up.

I’m not even talking about spending a lot of money or anything, just make them feel like they belong in your little community.

Rewarding them serves a few purposes…

Firstly, by rewarding them for doing what you want them to do, you’ll encourage them to continue taking action.

It helps build your relationship with your community, is the social proof that you need to show them that other people are doing it so they should do it too (believe me, it works!) and it gets them talking about you even more.

Ready to put all of this into action?

 I’ve got a totally free cheat sheet for you right here to help you hack your buyer’s psychology so you get them to say “yes” more often. You can get it by creating a free account and going to the downloads tab in your right sidebar:

6 Psychology Hacks To Get More Clients

Want to know the fastest way to lose a potential client or customer?

Build zero rapport, learn nothing about them and then try to force a sale on them.

By tapping into the way buyers think, you can refine your messaging so that you remove the objections they’d have to buying from you or working with you…. BEFORE the objection comes up.

Notice, I said messaging not marketing.

Marketing is all about you (sorry to tell you, but they don’t care about you) while messaging is all about them (and how you can help them).

Marketing is all about you (sorry to tell you, but they don't care about you) while messaging is all about them (and how you can help them). Click To Tweet

Before we get into the six strategies, I want you to write both of these quotes down somewhere everywhere:

Logic makes us think, emotion makes us act.

Everyone wants to buy but no one wants to be sold.

Logic makes us think, emotion makes us act. Click To Tweet Everyone wants to buy but no one wants to be sold. Click To Tweet

Here’s why those two matter…

Firstly, if you cater to their logic, they might go, “yea, that makes sense”… and they might bookmark it to come back to and they’ll probably end up forgetting.

If you can get them to feel and cater to their emotions, you’re taking them to “emotion island” and getting them to NEED whatever it is you have to offer.

So, how do you cater to their emotions and get them to take action?

By tapping into buyer psychology.

Before we get started, there’s a ton of info here that you’ll want to make sure you’re using while you’re creating your marketing.

Keep it in front of you while you’re creating your marketing and messaging to make sure that you’re leveraging buyer psychology at the highest level so you can increase conversions.

Download the psychology hacks cheat sheet in our online academy:

 

1. Watch Your Tone

Let’s be clear.

You’re not going to get everyone to work with you.

No matter how smart, talented, qualified, well-spoken or prepared you are, there will be some people who won’t work with you simply because they don’t like you.

Stop trying to sell to the people who won’t do business with you and focus on loving the people who DO want to do business with you.

Marketing is all about you (sorry to tell you, but they don't care about you) while messaging is all about them (and how you can help them). Click To Tweet

How do you want your audience to perceive you?

Will you be…

Sarcastic?

Brutally honest?

Edgy?

Professional and serious?

Formal and corporate?

Funny and approachable?
The answer: be yourself.

Zig Ziglar says, “you can’t be one kind of sales person and another kind of person”.

It’s impossible to build trust when you’re inauthentic.

I hear about wayyyy too many people (and see wayyyy too many memes) about people being one way at work and a totally different person in their normal life.

Hate to break it to you but you’re not Denzel Washington, so people see through your acting.

Your writing style should be VERY similar to your regular conversation style so that when people met you, they feel like they already know you and are connected to you.

By nature, I speak “matter of factly” with high energy, use a ton of metaphors for everything, I’m not afraid to be vulnerable and tell personal stories anddd I usually say the thing that people are like, “did she really just say that?!” (hey, I call it tough love).

I also bold or italicize certain words for emphasis, to make my writing sound like the way I speak.

The tone and style that I have when I write has evolved over the last five years into this and now, I find…

  1. It resonates with my audience… They appreciate the fact that it’s not written like a college essay (even though my blog posts are always notoriously long) and if I can get them to keep coming back to read, I can keep them engaged.
  2. When I meet the people who read my blogs, social media posts and newsletters, they almost always say they feel like they already know me. It’s all about building a connection with them.

… and when you can connect with them AND keep them engaged, you’ve got them ready to take action.

When you can connect with them AND keep them engaged, you've got them ready to take action. Click To Tweet

 

2. Eliminate Indecision With Pain vs. Pleasure

(That sounds kinky, I know ?)

In every decision that we make, we’re either moving away from pain or towards pleasure.

… and which do you think we do more often?

If you said moving towards pleasure, you my friend, would be wrong.

We are usually moving away from pain.

If you are (or have been) in sales, you’re probably way more familiar with this concept than you realize…

You know what the number one most hated part of sales is?

Prospecting.

Ya know, the unsexy form of finding new business.

(Did you just shutter at the thought?)

You already know that if you want to sell more, you need to talk to more people.

Now, if we were driven by pleasure, we’d be super motivated to talk to more people because it would get us closer to our goals.

Instead, most sales people literally do every single thing in the world except make those contacts because prospecting is painful, requires reaction and all of the other things we don’t like to do.

 

Pain is concrete, present and real.

Pleasure is abstract and off in the distance.

Need another example? Have you ever seen adults do any activity together?

Most people want to win (pleasure) but if they don’t, they’re fine… So long as they’re not last place (pain).

Pain is a powerful motivator.

Not to mention, we’re naturally skeptical beings.

When you try to sell someone on the awesomeness of your product or service, their first instinct is to shut down, push you away and repel you because remember, everyone wants to buy but no one want to be sold.

… So stop trying to tell them how awesome you are.

Instead, understand their pain points, dig in and show them how you can help them overcome them.

Our first instinct when we’re selling is to go like this…

“My product is awesome because it will help you lose 30 pounds in 30 days.”

“I can help you get more productivity out of your team”.

Both of those are pleasure based and they sound like we’re being sold.

Instead….

 

Be the solution to their problem

“Feeling like those last 30 pounds JUST won’t go away? I know the feeling. The on again off again dieting isn’t working and you KNOW you’ve got this killer body under that spare tire… Isn’t it time you get off the wagon and finally slip on that polka dot bikini at the beach?”

I know what you’re thinking… “I could NEVER say that!”

You don’t have to be that harsh, but I wanted to illustrate the point.

“My product is awesome because it will help you lose 30 pounds in 30 days” – not emotional

Appealing to their logic makes them go “that’s what every other product I’ve bought says. Not falling for that again.”

Butttt… “Feeling like those last 30 pounds JUST won’t go away? I know the feeling. The on again off again dieting isn’t working and you KNOW you’ve got this killer body under that spare tire… Isn’t it time you get off the wagon and finally slip on that polka dot bikini at the beach… or are you going to wait ?” – emotional

It paints a picture and gets them to go “how do you know my life?! Take my money!

Oh, and you know those reallyyyyy stubborn prospects who are just so set in their ways that it would take a miracle to change their mind?

That’s because when they buy you, your product or your service, it requires the prospect to change.

 

How To Get People To Change, Even If They Don’t Want To

Our brains REALLY don’t like change.

… and some people take pride in the fact that they are natural skeptics.

In fact, our brains treat change like an attack.

Can you force someone to change?

Actually, yes.

… but the only way to get them to change is to show then that the pain of staying the same is GREATER than the pain of changing.

Knowing that this is how our brains work, make those pains hurt and offer a way out.

Ready to put this to work?

3. Upgrade Your Stories with SUCCES

In the book Made To Stick, Dan Heath uses the acronym SUCCES to help us make our ideas “sticky”.

By making sure that your messaging is aligned with SUCCES, you can get your clients and customers to remember you and take action.

 

Simple

As professionals, we have a tendency to try to overcomplicate everythinggggg as if simple isn’t good enough.

We’re like, “it has to be more complicated than this! What’s the magical secret?”

Here’s the magical secret you’ve been looking for… You ready?

The person who can make complexity simple is the one who wins.

With attention spans shorter than ever, messaging needs to be simple enough to remember and be memorable.

If you overwhelm your network, you’re not showing them how knowledgeable you are, you’re only leading them headfirst into analysis paralysis (you know, where they’re so overwhelmed with information that they can’t make ad decision).

Keep your information simple, direct and to the point and focus on communicating one idea at a time, not trying to share twenty different things at once.

Apple’s iPhone X Face ID commercial is the PERFECT example of simple…

It focuses on ONE concept and builds a whole story about that one thing.

After seeing it, you clearly get the point.

 

Unexpected

You know when you see a video on Facebook that’s captioned with something like “well that escalated quickly”, “I didn’t expect that”, or “watch til the end”?

Yup, those get shared because they took your expectations and flipped them on it’s head.

We lead through life with soooo many assumptions, so when you can make someone go “wait, that’s not what I thought was going to happen”, you have their attention.

Need an example?

Here you go:

 

Concrete

Don’t speak in general terms.

Instead of saying “people tend to…”, use an example like “I had a client who ___ and here’s what happened…”

Paint a picture in their minds of a specific scenario rather than being vague and giving generic information that they can find on google.

When you talk about concepts that require them to think, compare it to something that they can understand.

Here’s a perfect example…

When you think about the size of the Earth, you know it’s big… but how big is it actually?

After watching this, you’ll realize how small and meaningless your problems actually are.

 

Credible

Have you seen or heard this before?

Fun fact… The NSEA doesn’t even exist and this study has never actually been recorded.

Why does it get shared?

Because it sounds legit.

You can make your ideas and messaging credible in ways other than statistics and titles… and that starts with having concrete ideas as mentioned above.

Buttt my favorite way to establish credibility is with social proof.

You don’t have to do the bragging on your own… Let your network, clients and other people tell their story for you.

More specifically, my favorite way to build social proof is through making introductions

When you use social proof, be specific with the results.

For example…

Instead of, “I helped ___ save 20% on their expenses last year”.

Try this…

“We helped ___ give their employees 10 hours per week of productive time back which in turn doubled their sales for the year”.

 

Emotional Stories

If you remember earlier, we talked about how logic makes us think and emotion makes us act.

When you communicate with your network, make them feel.

In addition to the other quotes throughout this article, write this one down: they may forget what you said but they’ll never forget how you made them feel.

If you can make them feel, you can get them to act.

You know I have examples for dayssss, so watch this and tell me you don’t feel something when you’re done.

Heads up: this is a campaign against texting and driving and is graphic. Don’t say I didn’t warn you!

You didn’t get this far in the post to learn for the sake of learning…

You got this far because you plan to implement this into your business… but you know as well as I do that when you click away from this post, you’ll forget almost everything you learned and you’ll be wishing you had bookmarked the post.

Instead, get your free cheat sheet to keep in front of you while you’re creating your marketing and messaging.

Download the psychology hacks cheat sheet in our online academy:

 

4. Earn Credibility With The 311

There is absolutely nothing in this world that irks my soul more than when I get a message from a random person asking for access to my network.

I worked my butt off to build it so I’m not giving it away for free.

That’s not because I’m a taker, it’s because I’ve built a ton of capital with these people and if I give you access to them, you’re a direct reflection of me… If I don’t know you, how do I know that you’re not going to screw over my people?

I don’t. That’s exactly my point.

Soooo, when you’re trying to build credibility quickly, use this little formula… It works wonders!

I call it the 311. You give 3 times, offer social proof and then deliver your ask.

This model can be used in any frequency (daily, weekly, monthly, etc) with any delivery method which I’ve talked about in these two posts:

 

Give x3

Give at LEAST 3 times before you even THINK about asking.

Your “gives” should be valuable to your prospect.

I say it all the time but I’m not sure if I’ve actually written it into a blog post, so I’m going to plaster it right here:

No matter how valuable you think your item of value is, if it’s not relevant to the recipient, IT. IS. SPAM.

No matter how valuable you think your item of value is, if it's not relevant to the recipient, IT. IS. SPAM. Click To Tweet

If you went to the doctor for a headache and they started sending you emails about foot problems, you’d probably be like “wtf, does this guy even listen?!”

I specifically bring this up because the question I ALWAYS get about items of value is if they need to customize it to every single person.

The answer is no… but you do need to customize it to your target groups.

I have four follow-up campaigns for each of the people who come into my life: buyers, sellers, MEB members and generic networking contacts.

When someone raises their hand and tells me they want to buy or sell a home, I have worksheets that I snail mail to them, a 10-day email series that gives them alllll the info they need to know to go through the buying and selling process and I’ll call them a few times.

When I first started doing this, I thought they’d hate me for how much follow-up I do… but it turns out they love it and since I started doing that, they convert faster too. I give a high level overview of my follow-up process in this post:

Anddddd if you want to get wayyyy more into detail about each of the plans, there’s a whole 90 minute workshop about it in our Empire Builder Academy right here:

Your items of value can be pretty much anything that’s relevant to them, but streamline the process so your email templates are already created, print the mailings and be prepared with stamps and envelopes, know what you’re going to say when you make the call.

Here are just a few of my favorite ways to offer items of value:

  • Funny or memorable behind the scenes of realtor life and leading MEB
  • Property previews (because America is addicted to HGTV). I always say my property previews are like “HGTV except in neighborhoods you know”.
  • Making introductions
  • Offering my vendor list
  • Handwritten note cards that make people smile
  • Checklists, worksheets and downloads
  • Written articles/videos to answer the FAQs for their situation (THERE IS A CAVEAT: This content should be fun, bring in your personality or interesting to engage with… Not just the run of the mill stuff they can google)

If you’re the type of sales person who’s constantly posting your product or pictures of yourself like “call me when you need a ___”, don’t be surprised if you’re not getting the results you’re looking for.

Instead, work on implementing a few of these tips in your items of value…

Educate, inspire or entertain them.

Make them feel something.

Don’t forget to cater to those pain points and offer a solution for them.

Your content should be so good that it makes them feel compelled to stop scrolling and tell someone else about it (ahem, shameless plug: if you think this post is epic, please share it and leave a comment below!)

If you want bonus points, align your giving with SUCCES and you’ll steal mindshare in their brains forever.

 

Offer social proof

Repeat after me: Social proof is your best friend.

Remember in #1 when we talked about how people don’t believe you if you tell them how awesome you are?

If they hear about how awesome you are from one other person, they might believe it.

If they start hearing it from EVERYONE, they hit a tipping point and buy in.

OTHER people who tell them how awesome you are.

Your social proof can come in the form of screenshots of concrete results, testimonials (video testimonials are my favorite because they have the most impact), shouting out other customers, showing the press your brand or company has received.

You see where I’m going with this, right?

Nobody likes to be the first, so show them that someone else has already done it AND that they’re happy with their decision to work with you.

 

Deliver Your Ask

Nowwwww you’ve earned the right to ask.

By the time you deliver your ask, you’ve shown them that you know what you’re talking about, you’ve made them feel something and you’ve shown them that other people are happy with their decision to do the thing that you want them to do too… So when you DO ask, your ‘in’ is easier and your objections will come a little softer.

With this approach, it’s not even like you’re selling them… You’re making an offer and if they’re ready to receive it, they will, with open arms.

Just don’t be afraid to go for the ask.

If you’re just creating the messaging without giving them something to do, the skeptics are going to question your authority and those that are interested are going to be left wanting more without anywhere to go so you’re doing them a favor by delivering your ask because it’s the ‘next logical step’.

 

5. Overcome Objections With 3 F-Words

Let’s be honest…

When you’re selling something, there’s only so many objections that they could possibly give you.

“I can’t afford it!”

“Your commission/fee is too high!”

“I don’t need to hire you, I can do it myself!”

… and every industry will have a few others that are specific to their industry.

This little recipe is MAGICAL for overcoming those objections.

Ready for it?

Here’s how it goes:

“I totally understand how you feel (relate). ___ felt (relate) the same way until they found out ____ (change their perspective)”.

So, since I’m in real estate, I’m going to use a real estate exmaple here…

A lot of millennials are terrified to buy a house because they have commitment issues and don’t want to be tied down to one place forever.

So here’s my little recipe for that…

First, I would ask why they’re thinking about buying a house to start with.

Most of them will say something like, “I’m tired of throwing away money on rent and I want to start building equity in something of my own.”

Soooo, I would say something like this…

“I totally understand how you feel. I’ve worked with a lot of buyers who felt the same way until they found out that the average person only lives in their home for 5-9 years, and if they decided to rent it out, they’d have the ability to do that which would actually help them achieve their wealth building goals faster than spending another couple of years renting. Can you relate to that?”

Boom. Mic drop.

 

6. Build Rapport By Listening Better

All five of the first strategies work… and they all have one ESSENTIAL element in common.

To do them effectively, you have to listen

Listen for what they’re saying beneath the surface.

Listen to their critiques.

Listen to what they’re not saying.

Their initial question or problem isn’t usually the actual question that’s holding them back or stopping them from working with you.

And whatever you do, DO NOT BE AFRAID TO CLARIFY.

My two favorite ways of getting them to the root of their struggle is to ask, “so what’s the real challenge here?” and then following-up with “so what I’m hearing, and stop me if I’m wrong, is ____.”

Nine times out of ten, they’re going to be like, “yes! Thank you! I was trying to figure out how to ask that.”

Not only are you showing them you actually listen but you can get straight to the core of their question, rather than dancing around it and hopefully touching on it in your long winded answer.

Oh, and then you have another question to answer in a shareable format like a blog or email newsletter for your future leads.

Ready to put this into action?

Download the psychology hacks cheat sheet in our online academy:

Every business owner dreams of getting new clients on autopilot with them falling over themselves to work with you, hire you and buy from you without rejection. While it may not be THAT simple, you can DRASTICALLY increase your conversions by leveraging buyer psychology to speak to the parts of their brain that make them WANT to buy from you. Click through to learn more and to get your free cheat sheet.Everyone wants to buy but no one wants to be sold. Here's how to sell them without feeling like you're forcing it on them.Do you speak in a way that your ideal client goes "omg, you're talking about me... Take my money!" If not, with a few tweaks to your messaging, you can totally change the way your prospects react to you. Click through to learn more and download the free cheat sheet.
What if your clients were falling over themselves to work with you? How would your business change? You can totally get them engaged and excited by tweaking your messaging to align with the way their brains work. Click through to learn how to use each of these in your business.
What if you could have your clients falling over themselves to work with you? With a few tweaks to your messaging to leverage buyer psychology, it's totally doable. Click through to learn more.

How To Automate Your Client Onboarding Process

When someone raises their hand and says, “hey, I want to work with you!”… What happens next?

Do you randomly scribble stuff down on a piece of scratch paper, sporadically follow-up when you think of them and throw it all together to hopefully secure the client?

You might be like, “yea but hey, I’m doing the best that I can!”

… but what if I told you that you could spend less time on admin work and more time on finding new business and doing the other things you actually like to do JUST by having a systematic client onboarding process?

Sound good to be true?

Hah, I wish.

It’s totally possible but there’s a huge caveat to that….

You’re actually going to have to set up the system before you get to use it.

The experience that your clients have is customized to YOU, so if there was an “out of the box, done for you” version of this, everyone would be doing it and there’d be absolutely nothing special about you.

By having you create this onboarding experience for your clients, you are literally creating your unique value proposition.

Yes, you’ll need to take the time to do it.

Yes, you’ll need to slow down for a little while so you can speed up down the line.

Yes, you’ll need to write the email templates (ahem, you probably already do this, you just freestyle it every time but you’re probably saying the same stuff over and over again).

The alternative is you can keep going the way you’re going, burnt out, overworked and your business will continue at the plateau it’s at.

It’s totally up to you.

… but you don’t have to do it completely by yourself.

I’m literally walking you through every. single. step. of the process so you can implement this as you go.

While I’ve customized this system for my real estate business and Millennial Empire Builders, this system can work for any industry, so long as you deal with people on a 1:1 basis.

In a few weeks, I’ll write a post about how to use sales funnels for to convert email subscribers to clients, but if you’re in sales, this right here is the system for you.

While you’re at it, you might as well download the free 13-page workbook that goes along with this post… and if you’ve been around here before, you know my posts are notoriously detailed and the workbooks are specifically designed to help you put it into action.

No BS, all implementation.

Otherwise, you know how it goes… Tomorrow turns into later, and later turns into never and in another year, you might find an extra hour or two to work ON your business instead of IN your business… Or you might be so burnt out that you think about throwing in the towel all together.

So let’s do a little work up front to grow faster without burning out.

You with me?

Download the free workbook right here:


Automating Your Client Onboarding Process

This post is called “How To AUTOMATE Your Client Onboarding Process”, not just “How To Give A Great Customer Experience” for a reason…

We’re focused on automating the process in a way that’s personalized to them AND saves you time.

We’re killing two birds with one stone.

Blow their minds and save you time… at the same damn time.

Before I walk you through this process, there are a few things we need to talk about…

 

If you’re anti-technology…

I think I probably say this in almost every post, but here’s what you have to remember: your brain is a processing machine, NOT a memory machine.

Your brain is a processing machine, NOT a memory machine. Click To Tweet

In other words, your brain should focus on solving problems, not on remembering stuff.

So stop trying to remember stuff and leverage technology to make your life easier.

To make all of the automation magic happen, you’re going to need technology.

Here’s a little quote for you…

Innovate or die.

The world isn’t going to slow down for you.

You don’t need to be a tech genius by any means, but you do need to have a willingness to learn and/or hire someone who can.

If the latter isn’t an option, you better get to learning… because technology is only going to keep advancing and by fighting it, you’re only making yourself more and more obsolete.

Before you bring out the pitchforks, please note…

The personal touch is DEFINITELY still valuable and think about how much MORE you could magnify that personal touch WITH technology.

The personal touch is DEFINITELY still valuable and think about how much MORE you could magnify that personal touch WITH technology. Click To Tweet

With the exception of writing the email templates, setting up the automations only takes a few, annoying minutes so I promise I’m making it easy for you.

It’s annoying to set up because there’s a bunch of little things that go into it but remember, it’s an automation… Once it’s set up, you don’t have to worry about it again.

I even included whether or not it’s ‘set it and forget it’ under each step so you’ll see how much you’re actually automating once you’ve done this.

 

If you think automation kills the personal touch…

There’s this huge misconception that “automation” means you’re going to lose the personal touch… It’s like people’s brains shut down as soon as you mention systems or automation because they feel like they’re not going to be close to their clients anymore.

First of all, you would’ve been right 10 years ago… but technology has evolved and so have people’s expectations.

If you’re thinking this takes away the personal touch, let me be the one to tell you that making your clients wait while you “check your schedule” or “finish an appointment” to even decide when you can meet is not personal.

They want to connect with you when they want to and that’s what this little system does.

You’re holding their digital hand through the entire client onboarding process… You’re giving them an even DEEPER personal touch because you can build rapport on their time and you’re satisfying their instant gratification.

Plus, once they schedule the appointment, they automatically get confirmation emails and since I add my client onboarding packages (we call them prelisting packages in real estate), I’m giving them a WAY more personal touch.

Simultaneously, the contact is added to my Customer Relationship Manager (CRM), Contactually which leads me to…

 

You’ll Need To Make An Investment In Your System

The other thing to note is that in order to make this system work, you’re also going to need to invest some money because I’ve yet to find a CRM (customer relationship manager) that offers free automations so if you find one, let me know!

Before you scroll right past this, think about this…

How much is your time and sanity worth?

When you use technology, tools, systems and leverage people to gain time back, you are BUYING your time back… Which is going to require an investment of some sort.

Before you go moaning and groaning, think of it this way…

If you make $100k/year at 50 weeks per year and 40 hours a week (yes, I know, you probably work more than 40, but for the sake of the example, play along!)

Your average hourly rate is $50/hour.

If your CRM saves you an hour a day, that’s 5 hours per week or 20 hours per month.

Contactually, the CRM that I use, love and recommend is $59/month for the level that includes programs (aka automations) and Zapier is the tool that makes all of the automation magic happen is $15/month for their lowest plan. Those are the only two things you’ll HAVE to pay for, so at $74/month, that literally costs 1.5 hours of time compared to the 20 hours per month it saves.

Even if your income is $50k, it is costing you 3 hours of your time in exchange for getting 20 back… and with those 20 new free hours, I ASSURE you that you’ll find enough time to get enough business to cover the cost.

This little client onboarding process system DEFINITELY saves me more than 20 hours per month, so you see why I HAPPILY pay it every month.

You have to decide if the same is important to you.

Now, let’s dive in.

 


Simplify The Appointment Process

[SET IT AND FORGET IT]

I’ve got to say… you know when you have a stroke of genius and you KNOW that it’s genius?

This was mine.

I realized that my client onboarding process began BEFORE they even agree to start working with me… It started with their first interaction so I systemized and packaged it.

Since my follow-up plan basically teaches them everything they need to know about the home buying and selling process, I could package it as a “home buying/selling guide” that’s delivered in bite sized pieces and literally promote that as an opt-in.

Major Key: That means that your follow-up plan HAS to be systematic and it MUST add value or this won’t work.

My follow-up plans are 10 emails over 10 days, 13 texts over 13 weeks, 4 mailings and 4 phone calls. They’re also added to a property search update or home valuation, too.

It didn’t start that way… I started with just the mailings and phone calls. I was already texting but it wasn’t systematic and then I added in the emails… So this was a process that layered in each of these.

Yes, that sounds like a lot… and it is.

… but when it’s all value, they EAT. IT. UP.

They LOVE it.

However, I repeat… This. Only. Works. If. Your. Content. Is. Original. AND. Valuable.

Don’t try to get it all perfect before you ever start doing it or you’ll always be getting ready to get ready.

Here’s a wholeeee article to walk you through a super simple process to systemize your follow-ups.

… and if you’re ready to take it to the next level and want an insanely detailed breakdown of exactly how I put my whole follow-up system together, there will be an entire bonus workshop in the Empire Builder Academy by the end of the week:

With this little system in place, you’ll get to spend more time talking to “ready” clients and less time talking to “I’m just gathering information” prospects.

Plusssss, I don’t know about you, but even when people do refer me, they’d rather give the person my number than giving me theirs.

I HATE that because I know for cetain that the average person knows 6 realtors, and if they got my name, they’re probably getting other realtor’s names too… and I know that I should be the realtor they should be talking to.

With that in mind, this little system makes me stand out COMPLETELY.

SO, here’s what happens:

 

Landing Page 1: They express interest in moving

The link for this page is part of a text template for when people ask to refer me and it’s in all of my email marketing. It’s where the automation of my client onboarding process begins.

All of these are built in LeadPages which is awesome because you can build beautiful landing pages with their templates in just a few minutes and it integrates with almost every social media platform. It starts at $25/month if you pay annually and $37/month if you pay monthly and you can get a free trial right here.

If you already have a website or don’t need to use LeadPages, you could send them directly to Calendly instead… I just like having the landing page because it makes it look prettier and makes the process way simpler because there’s no distractions.

 

Landing Page 2: They Clarify Their Timeframe

Next up, they’re asked how soon they’re looking to move so that we can best serve them.

If they choose “I’m ready to buy now”, they’re taken to the landing page I showed below that directs them to book an appointment.

If they choose “I’m not ready yet”, they’re taken to a landing page that looks almost identical to the “book an appointment” page, except it’s a breakdown of my follow-up campaign and packaged as a home buying guide.

This little system works wonders because it allows you to customize your experience for every single client… I’ve been told that they feel like I’m holding their hand every step of the way.

To all of my “automation kills the personal touch”, that right there is my response.

 

Landing Page 3: Book An Appointment Page

Here’s what the seller appointment page looks like (excuse my lovely face in the screenshot!) and this is where the magic of the client onboarding process really starts:

 

Landing Page 4: They Schedule An Appointment In Calendly

When they click the “book an appointment” link on the above page, they’re taken to Calendly which checks availability in my calendar.

I use, love and swear by Calendly because it’s so beautiful and easy to use (this screenshot is the actual Calendly landing page)…

Almost every time I use it, I get compliments from the people who schedule with it.

You don’t actually need the upgraded version, but I use it for the advanced reminders and multiple event types so I have it. If that’s not important to you, the free version will work just fine.

Once they book an appointment, they receive an email confirmation that tells them what to do next.

For my buyers, those next steps are making sure they’re prequalified before we meet and reviewing my prebuying package.

For my sellers, I let them know I’m going to be sending a prelisting package about their home within 48 hours.

 


Automatically Create A Task In Contactually With Zapier

[SET IT AND FORGET IT]

Contactually and Calendly don’t have a natural integration so to make this work, you’ll need to make a new friend… It’s name is Zapier.

Zapier basically makes you look like a ninja and eliminates 99.9999% of the annoying data entry stuff that you hate to do by integrating your apps for you.

It should be a law that in order to create an app, you need to integrate with Zapier.

I’m totally kidding, but that’s how much I love it.

Contactually and Calendly don’t have a natural integration so to make this work, you’ll need multi-step zaps on their upgraded plan and pricing starts at $15/month for 20 zaps (once you start using Zapier, you magically start finding new zaps to create).

I currently have the $50/month plan and am using 37 zaps because I’m all about working smarter, not harder.

You’re going to use Zapier to remind you to add the person who created the appointment to your pipeline by creating a deal.

Before I show you the screenshot of how to set this up in Zapier, there’s a caveat…

Because I lead both Millennial Empire Builders and sell real estate, AND have about 10 different types of appointments in Calendly, there are a bunch of other steps in here that most people who only have one or two types of clients won’t need to do and I mention below what you’ll need to do and which parts you can skip:

Here’s the breakdown of what you’re seeing above, which parts you’ll need to do and which parts you can skip:

1. Must Have: The trigger event that causes the zap to run is a meeting being scheduled in Calendly (Calendly Invitee Created)

2-3. Must Have: Use Zapier’s text functionality to split text (this is to separate first and last name). Zapier will walk you through how to do it right here. You’ll need to do this for two steps because the first one will pull the first name, the second one will pull the last name.

4. Must Have: Create/Update contact in Contactually for the person who just booked on Calendly.

5. ONLY IF YOU HAVE MULTIPLE EVENT TYPES IN CALENDLY: if you have multiple event types and only want this to continue if it matches a specific event type, use this. If you only have one event type, you can skip it completely.

6-8. Must Have: ‘Create Task’ in Contactually. When you go to add the contact, it will tell you to add a ‘Find Contact’ function. Do not do the ‘Find Contact’ filter first, use the button in the ‘Create Task’ button.

9-11. Don’t worry about them!

I know I know, this all sounds confusing but Zapier makes it super simple and allows you to test it every step of the way to make sure it’s functioning properly.

Try it out… It might take you 5-10 minutes to set up, but I promise once it’s set up, you NEVER have to do it again.

Thank me later, seriously.

If this overwhelms you, go on YouTube or find someone who can help you.

So nowwww, let’s talk about what happens after you add them to your pipeline…

 

 


Create Your Pipelines In Contactually

[SET IT AND FORGET IT]

Since we’re in the business of AUTOMATING your client onboarding process, you’re going to track every part of the transaction and have a visual overview of what your business looks like.

Even though Contactually has email templates for almost every industry that you can use, I recommend writing your own so that it works the way you want it to and the emails sound like you.

Here’s what one of my pipelines looks like (I hid most of the deals to protect their privacy and left a few just so you can get an idea of what it looks like):

You’ll notice the different steps of the pipeline…

  • Appointment Scheduled
  • Appointment Rescheduled
  • Need Signatures
  • Listing Signed
  • Copy Approval
  • Live
  • Open House
  • Open House Complete
  • Receiving Offers
  • Under Contract
  • Inspection Passed
  • Clear To Close
  • Closed

Customize those steps to your business or if you’re in real estate, feel free to copy mine.

… or maybe you’re a coach, consultant or freelancer and your pipeline steps are something like: book a call/appointment, they fill out the questionnaire or intake form, complete the call, send agreement and request signature, prepare and send the invoice, book a kickoff call, and so on.

Yours might only be 2-3 steps or it might be 20.

Either way, no matter how you set it up today, I will put money on the fact that you will change, edit and refine at least a few times as you’re implementing this strategy into your business.

Just start with what you can think of now.

Don’t wait until it’s perfect because you will NEVER know if it’s perfect until you start using it.

When you find a hole in your client onboarding process, don’t go “this whole thing doesn’t work!”… That just means you have to upgrade your system and refine it to fill the hole.

 


Create Programs With Email Templates For Each Step Of Your Pipelines

[SET IT AND FORGET IT]

Feeling overwhelmed yet?

I know it’s a lot to process and set up, but once you do, your business will completely change.

That’s why I created this free workbook for you to download which walks you through this entireeeee client onboarding process from beginning to end, helps you draft your email templates and basically everything else you could possibly want to know.

It’s all yours, right here:

Now, if you just leave the pipeline the way it is, you’ll never use it, forget about it and it’ll just be another annoying task for you to do.

Instead, assign programs to each step of the pipeline in Contactually and your pipelines come to life.

Every single thing that you want your clients to experience should be an action item in one of your programs.

If there are forms you want to send or things they should know, include ALL of it in the email templates you create. You’ll repeat yourself wayyyyy less and you’ll have to think way less.

As people move through the steps in your pipeline, the tasks will show up on your Contactually dashboard on the day they are due.

[NOTE: If you have multiple tasks for one person due on the same day, they won’t all show up on your dashboard at the same time. Once you clear your dashboard, refresh your page and the tasks will come up. I clear my dashboard and refresh until nothing else pops up. It’s kind of annoying that way, but you get used to it.]

The fact that all of your clients are in one place and you no longer have to write reminders to yourself because everything is systemized and you know that you’re giving your clients the BEST experience ever is peace of mind!

Some of the steps in your pipeline might only have one or two actions to complete, some of them might have more… There’s no right answer, just do what works for your business and again, if you find a hole, fill it.

[As a side note: in addition to this whole client onboarding process, I also use a transaction coordinator who stays on top of my dates and deadlines for the inspection, financing, appraisal and so on. Since my client is also getting emails from her, my pipeline is way heavier on the front-end because I still do the marketing of my listings and the showings of my buyers (but not for long muahahahah) and she does most of the follow-ups once we’re under contract.]

Once we go under contract, my focus is on making sure we pass inspection and that my client always knows what happens next so those last few steps in the pipeline are literally just one email with the exception of the “Closed” step because Faith (my transaction coordinator) does everything else.

This is what happens when one of my buyers signs a VIP agreement and I move them to the “Buyer Listing Taken” step in my pipeline:

The program automatically adds them to my “Current Clients” bucket and then it reminds to update their property search. Then it prompts me to send them a “welcome” email with their homework, send an email to the referrer to thank them, mail a handwritten note and then schedule showings.

Those are all the things I always intend to do but used to forget to do when I have a new client, so by having Contactually remind me, I can do them really quickly and not have to worry about it again until one of their tasks comes up on my dashboard again.

You’re probably going to ask if the emails are sent automatically and the answer is you CAN (in my pipelines, some of them are automatic, but most are not).

For example, in the referral email, the template says “Woohoo! Just wanted to let you know that [PERSON] hired me and I’m so excited to get to work for them.”

When I log into my Contactually dashboard in the mornings, there are “approvals” that are the emails with templates, and I just change the bracketed text and hit send… It takes like 30 seconds to approve all of the emails.

Here’s another program that’s attached to my seller closings

After we close, Contactually drafts an email to thank them, an email to send to the referrer, reminds me to update their new mailing address, switches the buckets they belong to, reminds me to tag them and then waits a week to remind me to ask them for a referral. Another week later, I call to check in again and lastly, I remove them from the pipeline all together.

I literally never have to think about giving my clients an incredible experience because it’s all systemized and automated… and I can blow their mind without overwhelming them or myself.

The 13-page workbook that I created for you will help you break down each of the steps in your pipeline and assign action items to it.

It’s totally free and you can get it right here:

 


Create A Deal In Contactually’s Pipelines

[MANUAL STEP — Estimated Time: 15 Seconds]

Since Zapier is going to create a task for you to remind you to create a deal, you don’t have to think about this until it actually happens as long as you make a habit of clearing your Contactually dashboard on a daily basis, you’ll never forget to do this… and luckily, it takes literally 2 seconds to do.

To create a deal in pipelines, you’ll go into the person’s contact profile in the bottom right corner and create a deal like this:

Deals are how you add people to pipelines and once you add them to your “Appointment Scheduled” step in the pipeline, the programs begin triggering.

 


Move Them Through The Pipeline On A Daily Basis

[MANUAL STEP — Estimated Time: Depends On # Of Tasks In Your Programs]

I REPEAT: There’s a caveat to making this whole client onboarding process work…

You actually have to do the work. every. single. day.

That means you’ll need to log in each day to update your pipelines (create deals and move people from one step to the next) and make a habit of clearing your dashboard.

My commitment to myself is to clear my Contactually dashboard every. single. day. NO EXCUSES.

That means when I don’t feel like it, I still clear my dashboard and update my pipelines.

When I get busy, I still clear my dashboard and update my pipelines.

Contactually (or whatever other CRM you might decide to use) should be the main course of your business, not a side piece.

The more pieces of your business you can do directly IN the system, the more likely you are to use the system and do it every day.

Whatever you do, log in every day to clear your dashboard and make a habit of updating your pipelines.

The initial setup can be overwhelming, but once you set it up and start making it a habit, you’ll have a new found peace of mind.

If you noticed, under each of the steps here, I mentioned whether it was set it and forget it or if you actually needed to do the steps…

Most of it was set it and forget it… There were only two that required you to actually do the work and this is one of them.

Here’s my daily practice for Contactually:

And here’s how I organize the system to work for both of my businesses:

 


Before I lose you…

Technology should empower you, not replace you… and that’s exactly what this client onboarding process does.

Technology should empower you, not replace you. Click To Tweet

Whenever I talk about this to people who’ve never dealt with automation before, they’re like “well why doesn’t it make the phone calls for you? Why doesn’t it ___?”

You still have to actually do work or else your clients wouldn’t need you.

The point here is to simplify, systemize and automate as much of your client onboarding process as you can so you can grow without you getting overwhelmed and without sacrificing quality.

In addition, you keep your database organized and updated almost effortlessly because you’re doing it in bite-sized amounts on a daily basis.

You might also be thinking you don’t need to set all of this up because none of these small tasks take that long.

With that in mind, I want to ask you something…

What made you decide to read this post in the first place?

Probably because you’re bogged down in administrative tasks that “don’t take that long” but are still overwhelming you and stressing you out… and most of those annoying tasks probably fall under this client onboarding process.

Think of every admin task that you have to remember to do as a mosquito in your office.

One mosquito is annoying but if you can kill it, you’ll be good… but what do you do when you can’t leave the office and there are a whole bunch of mosquitos?

No, the answer is NOT burn the whole office.

Find a way to catch them and kill them the most efficient way possible.

Automation and systemization is the bug zapper to your administrative mosquitos.

No matter how simple the task might be, if you don’t have to think about it, that’s more stress OFF of your plate that you don’t have to worry about and your clients feel like you’re giving them a rockstar experience.

 


Recap…

If you’re like “oh man, that’s a lot of work… I don’t see the point of all of that”, here’s what your workflow would like if you decided NOT to automate:

  • Client reaches out to you
  • You go back and forth to coordinate a time that works for both of you (probably 3-5 texts or emails and wasted time)
  • You create the event in your calendar and invite them if you remember
  • If you remember, you send them an email before you meet with any relevant info and onboarding packages
  • You confirm the meeting the morning of
  • If they reschedule, start over
  • If they don’t reschedule, you go on the appointment or have the call
  • They decide to work with you so you have them sign your new client agreement
  • They leave, all excited to get started… and there’s no system in place to KEEP their engagement high
  • You manually follow-up when you can but you feel like you’re drowning because you have soooo much stuff to do. You just touched base with them a few days ago… It’s totally fine if you skip this follow up, right?
  • Your follow-up is sporadic throughout your time together and there’s no real structure to it but you still get to closing of the deal or completion of the project
  • Even if you close the deal, you’re probably not going to get the referrals that you deserve and you go on your merry way to start all over again

Instead, here’s what we basically just did:

  • Automated: Your prospect ended up at your landing page either because of your marketing, because of a referral or because you sent them there
  • Automated: They booked an appointment and received a confirmation with any other instructions you want them to complete before your meeting
  • Automated: Zapier added them to Contactually and bucketed them so you have a “confirm appointment” reminder set for the morning of the meeting
  • Automated: Since your “Appointment” bucket (category) is attached to the “Appointment Created” program (plan), Contactually automatically adds your person to the Appointment program
  • Manual: You add them to your pipeline (which takes precisely 5 seconds) and completed any client specific prep work for your appointment from your follow-up plan, but since you have templates for everything, this is quick too
  • Manual: You go on the appointment and they decide to work with you beause of your professionalism
  • Both: In the mornings, you log into Contactually to update your pipelines and then go to your dashboard to complete any tasks that show up for ALL of your clients, which includes this client
  • Once you close or finish the project, they’ve had such a great experience AND you remember to ask for referrals, so they GLADLY send them and your business continues to grow, almost on autopilot
  • Oh, and because you have a reminder set, you remember to add them to your long term nurture campaign, so you continue your messaging in a systematic way so you’re ALWAYS top of mind and when they’re ready to become a repeat client, they wouldn’t DREAM of working with anyone else because you’re their go-to person.

The second client onboarding process is less stressful, done mostly on autopilot and you really only have to update your pipelines, clear your dashboard and go on your appointments.

Your brain will be so much less cluttered when you eliminate the small stupid stuff that you shouldn’t have to do anyways.

You didn’t get this far in the post to click away and totally forget what you just read.

Learning for the sake of learning will NEVER get you results.

Learning for the sake of doing is where breakthroughs happen.

So if you’re ready to put all of this to work, go ahead and download the free workbook right here:

 

Grow your business faster by automating and streamlining your client onboarding process and spend less time on customer service and more time on the things you actually like to do.
How much time do you spend on stuff like booking appointments, customer service and onboarding clients? If the answer is "too much", it's time to automate your business so that you can elevate your client's experience AND do it without burning out.

3 Ways To Generate New Business

In the spirit of every post on the blog being about networking lately, I wanted to focus for a second on monetizing allll of your marketing efforts.

I don’t know that I’ve actually laid this out so I want to be crystal clear…

The Millionaire Real Estate Agent talks about how every salesperson, regardless of what industry we are in, has two jobs — whatever your chosen profession is and lead generating.

The product or service might be different and the scripts might be vary by industry, but every form of lead generation falls under one of three categories.

 

Buy The Business

You can buy the business by paying for leads, marketing, Facebook ads, advertising or cutting your fees.

Yes, cutting your fees is buying the business.

Don’t get me wrong, buying the business isn’t a bad thing…

If you have the budget for it, it’s scalable and you can track your results, buying it can be an incredibly effective way to grow your business.

However…

Yes, there’s a but…

It puts a cap on your ability to be profitable because you have to continue to spend more money to get more business and will eventually end up with diminishing returns. To top it off, your business and market share will

likely shrink when the market shifts because you won’t have the capital to spend anymore — and every industry goes through market shifts.

By all means, spend the money generating business if you have it, but that should be in addition to the third method of generating business, not in place of it.

 

Wait For The Business

So many salespeople send out a mailer, post something on social media, create an ad and then sit by the phone waiting for it to ring.

Again, there’s nothing wrong with any of these activities individually but if you build a business based on waiting for the business, you are going to lead a very unpredictable business.

An unpredictable business is one that you can’t track and what you can’t track, you can’t improve.

 

Go Get The Business

With networking, you are building a farm where you will nurture those relationships, just as you would with any other form of lead generation.

With networking, you are building a farm where you will nurture those relationships, just as you would with any other form of lead generation. Click To Tweet

We’re not talking about a farm in the sense of going out into the field to plant seeds, tend to your plants and harvest them in the literal sense, but you are going to plant seeds (meet people), tend to your plants (manage your relationships) and harvest your crops (handle the business).

This is not going to happen in one day, it will take time.

You will have to commit to doing this for 3-6 months before you really start to see the results.

Before you start groaning, remember that those 3-6 months are going to go by either way, so you might as well make them productive.

The problem is that most people go to a networking event or two, don’t get any business out of it, say it’s not working and write off networking all together.

In order to get business out of networking, people need to trust you.

To gain their trust, they have to see you AND hear from you consistently OUTSIDE of the networking events.

Too often, we take a passive approach to networking where we will go to events and take the attitude of “when you need me call me” because we don’t want to seem pushy and then we end up frustrated because we don’t get any business from it.

Let’s just be clear: pushy is not the same as being aggressive.

Pushy is trying to sell someone something that they don’t want to buy.

Aggressive is making sure that you do whatever it takes to get people what they want.

Aggressive is good.

Pushy is trying to sell someone something that they don’t want to buy. Aggressive is making sure that you do whatever it takes to get people what they want. Click To Tweet

In real estate, if you ask any seller what they want in an agent, they’ll tell you that they’re looking for an aggressive agent.

If you or I were to hire a defense attorney, wouldn’t you want them to be aggressive?

After all, your freedom would likely depend on it.

So why are we terrified of being aggressive?

The most aggressive approach is going to get the business.

That means going out and talking to people about your business, staying in consistent contact with them and servicing the business when they are ready to work with you and you’re going to have to do it consistently.

The reason that so few people are willing to go get the business is because it requires the most rejection but it is how almost every single successful salesperson has built their business… and I really don’t think there’s a better way to get business than going to get it.

Here’s what you have to remember: people like to have their business earned.

That doesn’t mean they will always make it easy for you but they will always respect your commitment.

When you earn their respect, you will get their business.

When you earn their respect, you will get their business. Click To Tweet

Consistently communicating with them about about your business in a way that you are always providing value, you are demonstrating that you will show them that you are reliable and are willing to work for them.

Just for the record, if you throw someone on your email list without making sure that the information you are sending them is valuable and relevant to them, your “valuable information” is spam.

You can tell someone a million times that you will do a great job for them but telling them isn’t the same as showing them.

That good old adage “actions speak louder than words” applies here.

If you tell them that you are going to follow-up with them on Tuesday and you do it, you are demonstrating your reliability and your work ethic.

Let’s face it — who DOESN’T like to have someone who is reliable and working for them?

When you provide value, you will stay top of mind so that when they do need your service, you are the only person they think to use — and being top of mind is a very profitable place to be.

Staying top of mind doesn’t have to be confusing, difficult, scary or spammy.

With a solid approach, turning new connections into income-generating opportunities will be as much of a habit and routine as brushing your teeth.

If you’re looking for somewhere to get started, it just so happens that I’m giving you my eight week follow-up plan totally free right here so you can implement it and start gaining mindshare with your network:


No matter how perfect your product, service or offering is, without clients, you'll be out of business. Here are three strategies to find new clients!

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