By Aaron Hassen
Google calls it a “multi-screen world.” And with at least over half of consumers using multiple devices to accomplish a task (say, searching for an apartment), it’s no wonder that responsive website design is all the rage. Everyone’s focused on creating a site that adapts to the screen and is easy to navigate on computer, tablet and smartphone (or they should be). Just don’t forget to consider how customers will actually contact you across all those devices.
Got text? Got website chat? That’s fabulous…if your prospects and residents can find them. Here are tips to make your contact methods shine every which way people view your site:
1. Does It Pass the “Easy” Test?
Make it as easy as possible for someone to reach out to you. Pull up your community’s site on a PC/laptop, then on a tablet and smartphone. Is it obvious how you can ask questions? Are the communication methods easy to find and take, no matter the size/shape of the screen?
2. Do You Give Consumers What They Want?
Strip away barriers by giving them multiple ways to contact you (direct text, chat, phone, email, etc.). If people see their preferred communication, they’re more likely to reach out if they have a question. Then consider…
- Putting these options (especially live chat and text) where questions tend to arise, such as your floor plan page.
- Using one-click options (tap-to-text buttons, clickable phone numbers) on mobile sites. Those actions are natural to take on a smartphone or tablet…vital because 61% are likely to leave quickly if the site isn’t optimized for mobile.
- Anchoring text/chat/call buttons to the bottom of the screen on mobile sites so they’re always visible, whether viewed in portrait or landscape mode. Easy access to contact info is vital here—1 in 3 shoppers look specifically for it.
3. Are Your Options Noticeable?
Part of encouraging interaction is making those points of interaction clear and conspicuous. For example, grab more attention with website chat and text options by…
- Choosing a color for those call-to-action buttons that stands out on your site.
- Adding photos of real people, like your leasing team, to the chat invitation.
- Having the chat invitation drop in to the lower right side of the desktop/laptop page (Contact At Once!’s suggested action). Contact At Once! users can choose different looks and actions from a catalog in the portal or design their own custom chat drop-in.
4. Are You Too “Helpful”?
Don’t distract the consumer from their main purpose on your site, even if you’re just trying to help. To avoid user annoyance, make sure you’re…
- Keeping website chat / text buttons or drop-ins in a noticeable location, but out of the main content. The sides, top and bottom of the screen can work well.
- Being respectful. If the prospect closes a chat invite, don’t pop it up again after a minute. (Contact At Once!’s default setting delays it for an hour.)
- Being attentive. If you drop in a chat invitation, make sure someone’s there to answer the prospect! That’s why Contact At Once!’s chat drop-ins are tied to the presence of your team members (or your Virtual Receptionist backup). If no one’s online, the chat drop-ins won’t appear.
Your end goal? Whatever device prospects use to view your site, it should be simple for them to take the next step and reach a real person. It’s all about the experience. The easier you make it to connect, the more will interact. And the more prospects you can help online, the more might come through the door!
By Aaron Hassen
If your community doesn’t have an online presence by this point, you must have a secret marketing technique that’s worth billions. Even back in 2010, the Internet was twice as popular as any other method of searching for an apartment. But having an online presence and using that presence to increase leads and occupancy are two very different things.
We boiled it down into three building blocks for success online:
1. Build a Good Website
It goes without saying, right? Your prospects are online, so you need to be where they’re looking. Provide a site that shows them what your community has to offer, answers their basic questions and is smartly designed. You have to look good online to be taken seriously today—in fact, 94% say that poorly done design is a reason they don’t trust certain sites. Smart design also means thinking about what your site will look like on a tablet or smartphone because 89% of consumers use a search engine on their mobile device.
2. Drive Traffic to Your Site
So you’ve built an amazing website optimized for desktop and mobile. Do your prospects know it’s there? “Build it and they will come” doesn’t really work, not without a little help! For example, investing in online and mobile advertising can be smart, including ad listings on well-known sites like Apartments.com, ApartmentFinder.com, etc. And don’t forget about those who could Google or Bing their way to you. There are many SEO (search engine optimization) and SEM (search engine marketing) strategies to consider, but here’s what might be the most vital: Make sure your site answers the questions your prospects are asking.
3. Convert Those Visitors to Leads
The final step is turning those website “lookers” into real leads by getting them to talk directly with your leasing team. A lot of this still has to do with your site’s design. Keep your contact information and calls to action highly visible and grouped together (above the fold both on desktops and on mobile devices). Testing different placements for this information could yield some insight into what your visitors prefer. A click-to-chat or click-to-text option, for instance, could be a natural next step for an apartment shopper―they don’t have to wait or leave the site to get the answers they want. Online prospects can chat right there on the same page (even from the ad listing), and mobile prospects can start a text conversation with one tap.
The point is to make this final conversion step super simple. Make it easy for them to talk to you (in the way they want), and you’ll get more chances to answer questions, set up tours and leave a better impression of your property in general.
Build a Bridge to Your Prospects
All these steps build on each other, even though many people stop after the first two. But that’s like building a bridge that stops just short of reaching the other side. Not every prospect will attempt that final jump on their own!
So remember: If you want a truly effective online presence in today’s world—one that guides your prospects right in your door—you need all three of these building blocks.
By Aaron Hassen
With the move toward mobile everything, it’s probably smart to implement texting for your community. Text-based communication is fast, convenient…and probably already used by your team, prospects and residents. After all, Nielsen says 94% of us own mobile phones in the U.S., and about 86% text with them. Even people with *gasp* flip phones send text messages! But it’s not enough to just start texting. You need a plan.
Where to Start
First, consider what your business goals are (what you want your team to accomplish). Then, find ways that texting can help you reach those goals. For example…Do you want to provide an amazing customer service experience? Want your team members to be more efficient and productive? Want to follow up faster? Done right, texting can help with all of that.
How Texting Can Help
When building your text plan, think beyond outbound text marketing blasts. Ever order contact lenses from 1-800 CONTACTS? You can text a picture of your prescription for faster turnaround, and their staff texts back to assure you that they have everything needed to ship. It’s amazing how that friendly little convenience sticks with a customer.
Here’s how a more personal, two-way texting approach could work for you:
- Provide information quickly & conveniently – Say a prospect has a question about an apartment or wants to schedule a tour. If they text, you don’t have to worry about the phone lines being free to respond when their interest is highest.
- Receive & respond to resident requests – With texts, you can provide faster responses, giving residents more immediate confirmation that action is being taken. You’ll make life a little easier, leading to a more satisfied, worry-free resident. (By the way, texting was fairly high on the list of preferred communication methods in a 2011 SatisFacts study…and it’s likely risen even more by now.)
- Follow up after a tour – Offer to continue your conversation via mobile device. You’ll stick in prospects’ minds as you send updates or answer questions at their convenience.
- Follow up after a maintenance request – Give the personal touch by checking in to see if the issue was resolved to their satisfaction.
Who Should Answer (& How)
Part of your plan should include who responds to and sends those texts. Ideally, this would be your property management personnel (who knows your community better?).
Just be careful. If employees text with customers from their own mobile accounts, your company cannot monitor or ensure that those messages are up to your standards (and if they meet certain compliance requirements). So consider adding the following to your apartment text plan:
- Invest in a software solution that enables your community to manage one-to-one texting.
- Institute an official apartment texting policy that includes gathering the appropriate consent to text, the required opt-out instructions, the type of information to share via text and how you want personnel to address customers.
- Use the software solution to monitor and control the texting your team does to ensure those policies are being followed, automate opt-out permissions, monitor transcripts and provide documentation that can help reduce compliance risks.
Add it all together, and you should have a pretty solid plan for integrating the convenience of text throughout your community.
By Aaron Hassen
Texting is a rising star in the multifamily industry. It’s convenient and efficient for everyone involved. In fact, Mogreet says 97% of texts are opened within 3 minutes vs. 22% of emails! But texting is a tool your community has to use wisely…and that means staying compliant with industry best practices and regulations (like the TCPA, which just put new changes into effect last week). So before you send another text to a prospect or resident, do some double-checking.
Brush Up on the New Rules
The Telephone Consumer Protection Act (TCPA) is meant to restrict telemarketers, including text marketing messages. In the broadest sense, though, almost any business-to-consumer texts could fall under that law.* The latest updates say…
- Effective Jan. 14, 2013 – Include the ability to immediately opt out of messages (texts or calls).
- Effective Oct. 16, 2013 – Get unambiguous written consent—even from consumers you have established business relationships with—before sending telemarketing calls or text messages via automatic telephone dialing systems (ATDS).
Dig Into Your Texting: 6 Questions to Start
There are a number of resources to help you learn what (if any) changes you need to make, but remember to talk with an attorney for specific legal advice* about your situation. Here are a few questions to get you started:
1. Do you use text message marketing for mass communication blasts?
Usually sent via an SMS ShortCode program to promote specials or contests, this is probably the most heavily regulated type of texting…the type that tends to get businesses into trouble. They can be effective when used correctly, but hit pause until checking with your vendor and attorney.
2. Do property management personnel text with prospects or residents?
If employees text on behalf of the community from their personal cell phones, it can spell compliancy trouble. The customers may like it, but you likely have no idea how employees got customers’ numbers, no record of their written consent to be texted, no conversation transcripts and no control over opt-out messages. Those are just some of the reasons a system to manage and control your community’s one-to-one text messaging—a system like Contact At Once! Mobile Text Connect (MTC)—is more important than ever.
3. Do you gain that “unambiguous written consent” to text?
This webinar discusses ways to update and get that consent for text marketing. Texting one on one with prospects or residents? Ask for that consent as part of the process wherever you capture lead information, and keep a record of it in case someone challenges you in the future. (MTC makes compliance easier and can help provide proof of written permission should the need arise.)
4. Do you explain that “msg & data rates may apply”?
Being clear about what the prospect/resident can expect when texting your community is a best practice, even when they text you a question. (MTC adds this on all consumer-facing calls to action, like the first “click to text” form.)
5. Do you provide clear opt-out information?
Marketing messages include it every time. If texting back and forth with customers (answering questions, setting appointments, etc.), send it via the confirmation text message…and honor it anytime! (MTC ensures a compliant opt-out message is the first text you send.)
6. Do you have the right post-opt-out procedure?
The mishandling of opt-outs is often what gets consumers upset, so ensure that no one at your community texts them again by mistake. (MTC makes this compliance easy by blocking the opted-out customer’s number.)
Don’t Be Intimidated: Keep on Texting
Think that texting just isn’t worth this risk or extra effort? Think again. Texts are a much more effective means of communication with your prospects and residents—Adtruth says that people check their smartphones 150 times a day. That’s worth a few extra steps in the beginning to ensure compliance!
*Please note: This article does not provide legal advice. Please consult your attorney for legal advice that pertains to your situation.
By Aaron Hassen
Everybody’s talking about millennials, and you might want to pay attention: Most studies place this generation in the 18-33 age range, so they’re included in many of your target markets, from college students to young parents and tech-savvy businesspeople. Are you ready to turn them (and the even more mobile iGeneration behind them) into loyal, satisfied residents?
The Mobile, Millennial Apartment Hunter
Millennials say technology defines them. They’ve almost grown up mobile, and it’s seeped into everything, from what influences them to how they communicate. A Forrester study calls it the Mobile Mind Shift: “The expectation that any desired information or service is available on any appropriate device, in context, at a person’s moment of need.”
Now, you probably know these consumers prefer more mobile conveniences and fast responses. You just may not have realized it’s going from preference to expectation to demand…in all industries.
Mobile Strategies to Consider
How can you tailor your community’s outreach and services to meet those demands?
- They use digital communication heavily – Take texting: In a 2010 PEW study, millennials reported sending/receiving 20 texts in 24 hours (no doubt it’s risen by now). So communicate the same way. For example, communities can use Mobile Text Connect to safely text prospects and residents. You can even add text and chat options to Facebook and Craigslist ads.
- They’re always searching – 51% of millennials consult 4 or more sources before making purchase decisions (8095 Refreshed study)…and with mobile devices, they can do it at any time. So optimize everything for mobile viewing (images, emails, websites, apps, ads) to better influence them.
- They want to make the most of every second – Each new device is faster than the last, and millennials put a premium on speed and convenience. So offer mobile text and apartment chat, enabling instant conversations with a property from most websites and online/mobile ads. It’s a quick way to interact right on their smartphones.
- They expect real-time answers – They may not want to meet face to face, but mobile millennials want instant responses (it’s key for resident renewal, says SatisFacts). So be available to talk at any time. The good news is that on-site staff don’t need to be chained to their desks to be available like that. Mobile apps can extend chat or texting software (and all the tracking) to staff’s smartphones or tablets.
Even more of a reason to pay attention to mobile strategies like these? They don’t apply solely to millennials. The shift is happening across generations as society becomes more connected. Be ready to give them the instant gratification they expect!
By Aaron Hassen
What makes an apartment chat conversation “good”? Many components of an effective apartment chat are subjective, but there are a few quantitative points you can measure and analyze to answer that question. That’s what our helpful new feature for quality assurance and training does: Chat Quality Scoring.
What’s Measured in Each Chat & Why
Contact At Once! analyzed hundreds of thousands of chat conversations to identify the elements of an effective chat—from capturing lead information to having a quality conversation where the prospect/resident gets what s/he wanted. Not every element can be electronically measured, but the following 10 can, and are thus included in the Chat Quality Score:
- Team member or property photo (5 points) – Do the answering team members have photos associated with their chat greetings? Analysis shows you are about 28% more likely to capture lead information if you include a photo.
- Initial chat answer time (7 points) – How quickly do your team members answer the initial chat requests? Top points are given to those who answer quickly.
- Team member introduction (1 point) – Do your team members introduce themselves in the first chat response? Doing so means your chat is about 12% more likely to result in capturing the prospect’s name because people tend to respond to an introduction with an introduction: “Hello, my name is Mandy Day. How can I help you?” “Hi Mandy, this is Ray Watts. Can you tell me if…”
- Question response time (5 points) – How quickly do team members respond to specific questions after initially answering the chat request? The sooner the better (and again, that’s what gets you top points).
- Ask for prospect name (2 points) – Do team members make an effort to collect the consumers’ names? If they don’t offer their names, just ask.
- Tag prospect name (2 points) – Many will respond when you ask for their name, and you can save (tag) it to build the customer profile for follow-up.
- Ask for/tag prospect phone (4 points) – It doesn’t hurt to ask, so every team member should try to elicit this contact info at some point in the conversation (especially if getting an answer for the prospect is going to take a couple of minutes).
- Ask for/tag prospect email (2 points) – Asking for their email address can help you keep the conversation flowing even after the chat.
- Update the lead status (1 point) – At the end of chats, do team members note if the prospects require follow-up, are hot leads, are not leads, etc.? This helps your team respond in the future.
- Don’t use all caps (1 point) – Train your team members to refrain from using all caps as they chat…because using all caps LOOKS LIKE YOU’RE SHOUTING!
Put It to Work
To turn on/off chat scoring, your apartment chat administrators simply need to…
- Log into their Contact At Once! portal management account.
- Select Settings at the top.
- Next, select Advanced Settings on the left.
- Scroll down to the Portal Controls box and check the Chat Score box to turn on/off chat scoring.
- Click Save Changes. (Every chat that includes enough data for analysis will be scored nightly.)
What makes chat quality scoring particularly useful as an apartment chat training tool is that it shows exactly where your team members can improve. To learn your chat score and how to improve…
- Look at the new Quality Score column on your IM Conversation Detail reports.
- Click “Learn More” underneath the score to see how your team member did.
- Use that score breakdown to determine where your team needs extra training (like if you need to concentrate on ways to quicken responses or establish a process of uploading agent photos).
So are you ready to fine-tune your multifamily team’s responses for even more effective leasing opportunities? Then get going with chat scoring!
By Aaron Hassen
A community’s commitment to maintaining an exceptional customer experience can help convert prospects and keep residents happy and renewing…once they’ve experienced it, of course. But how does a community convey, and even showcase, that customer experience online?
“We want to offer everything to our clients and meet all their needs,” says Tracy Bowers, Managing Director of Matrix Residential, a community big on “creating exceptional experiences.” And with about 90% of Matrix Residential’s leads coming from online sources, they’ve been adapting. Most of Matrix Residential’s websites now use responsive design, their offices are paperless…and they chat.
Instant, online chat conversations give people a taste of what each community offers, but chat isn’t a set-it-and-forget-it solution. What’s the secret behind their success?
They Understand Live Chat’s Role in Their Community
Matrix Residential first considered how prospects/residents wanted to communicate. “I’m a Gen Y-er, and I’d much rather text or chat than call you. It’s more convenient,” admits Dana Pate, Marketing Director. Most of your current and future residents probably feel the same.
So Matrix Residential treats their apartment chat like a “24/7 help desk,” as Pate calls it. Prospects can quickly obtain additional information not found on the website, residents chat in brief questions, etc. “Most chatters are working or multi-tasking online, so they appreciate this easier, faster communication (and are more comfortable). It’s all about the experience we provide at every touchpoint.”
In fact, the residents who start as chatting prospects keep chatting because they often get quicker responses. That’s key: SatisFacts says the No. 1 satisfaction topic that has the greatest impact on residential renewal is how promptly office staff responds.
They Work Together to Make It Happen
Without on-site team buy-in, though, Matrix Residential couldn’t provide that chat experience. “There’s often a disconnect between the corporate and on-site teams when it comes to incorporating new tools into daily work life,” notes Pate. She’s been on both sides, and knows that not introducing new technology with continued training and support is unproductive.
What’s helped is enhanced chat training and follow-up:
- Free training comes from their Contact At Once! chat provider. “When they walk us through the product step by step, it’s like saying, ‘We’re here; we’re going to make your life easier.’”
- Pate’s team then sets up the chat accounts, ensures that photos are uploaded, and customizes the shortcut responses for each property.
- Pate continuously checks in, making sure everyone “meets the Matrix standard” by reviewing chat transcripts. One point she stresses to every agent is response rate. “Nothing is worse than submitting a chat request and getting no response. Even if busy, we train agents to send a quick chat message acknowledging the request…something as simple as ‘Hi there! Thanks for chatting with us. I’m currently on the phone, but I’ll be with you in a few moments.’”
It’s a little extra work, but fabulous experiences never happen automatically. The result of this team effort is prompt responses and great service, no matter how prospects and residents communicate.
By Aaron Hassen
Your current and future prospects are mobilized: 95.2% of the millennial generation will have mobile phones by the end of the year, and the 35-44 and 45-55 age groups are big users too. What’s that mean for multifamily communities? Appealing to more mobile consumers may require an online approach to almost everything, from conversing to completing paperwork.
How One Community Does It
Platform 14 in Hillsboro, Ore., is embracing the “right here, right now” mindset of such consumers. Mobile prospects want to make the most of every second, so paperwork, emails, even phone calls can seem too time-consuming. In response, Platform 14 offers convenient online options like online applications and live chat from Contact At Once!.
“It’s a quick, fun way to build rapport with prospects, get them the most up-to-date information on your property, and get them squared away, ” says Amber Crudele, property manager for Platform 14. And it works, as proven by an apartment she leased after chatting with both roommates. “By the time the first prospect sent her online application, the other roommate was chatting with me. They sent everything I needed within minutes.”
It’s not a one-time phenomenon. As we get more used to living in the mobile world—where you can bank, shop, book travel and watch movies via phones—people are going to expect even more of this kind of instant access.
Apartment Chat Provides This Access
“I think it’s easier for most people to chat or text as they research housing in between everyday tasks; some even prefer it to calling,” says Amber. Apartment chat is also great for mobile consumers because it helps you…
- Get & provide the instant gratification they expect – Amber admits to wanting answers now herself. “Even when I’m the customer, I feel the same.”
- Qualify leads on the go – “I like being able to chat and see if someone is really interested or just a lookie-loo. All it takes is digging a little deeper by asking questions of our own.”
- Be efficient – “Being able to answer questions on the spot means I’m not wasting anyone’s time.”
- Build rapport with out-of-town prospects – Chat’s more conversational flow makes it “easier to ask personal questions than when you’re emailing.” Adding your photo to the chat invitation gives another personal touch.
- Go beyond the expected – During chats, you can uncover prospects’ issues and offer instant solutions. “I’ve even set up a FaceTime tour, showing the property to the husband while the out-of-town wife watched from my iPad.”
Appealing to the mobile prospect with options like this is just smart business. As Amber notes, most people don’t even come into your office until it’s time to sign the lease. So if you want to influence the decision, you first need to connect with them when, how and where they want.
By Aaron Hassen
Consider the power of the text message. With millions of mobile shoppers on smartphones, it’s no wonder texts surpassed phone calls all the way back in 2008. And since more people are using their phones to browse the web—82%, says the 2013 Nielsen Mobile Consumer Report—texting for more information is a convenient next step.
Nielsen even noted that there are about 764.2 texts/person/month. Why not put a few of those to work for your property?
Pros of Apartment Texting
Your team members, residents and prospects probably already text all the time. Like Facebook posts, tweets and website chats, texting is second-nature to most of us (and is often a preferred communication). Offering the ability for others to text your property can also help you…
- Add convenience for the on-the-go prospect/resident – Enabling prospects and residents to text in questions makes real-time interactions easier…whether they are at home or anywhere else.
- Get more from your ad dollars – Make your online AND print ads (including property signs) interactive by adding a text number, click-to-text button or QR code. Prospects can then start real-time conversations from those ads, which could lead to showings.
- Capture more phone numbers – When prospects send your property a text, you can instantly save their phone number for follow-up.
- Increase likelihood of your message being read – The majority of us are already “trained” to look at and respond to text messages almost instantly. Just compare the number of unread texts to the number of unread emails on your phone!
Things to Consider About Apartment Texting
As smart as texting can be to add to your communication offerings, there are certain technical, professional and legal issues you should consider first.
- Setting up text numbers – Rather than having prospects or even residents text your personal number, it’s better to set up a specific property number. If you’re a Contact At Once! chat user, you can add the new Mobile Text Connect, which generates text numbers that you can receive/respond to through your current chat software and mobile apps—they text; you chat, which is sent back to them as an SMS text response.
- Tracking the texts – Do you know what’s really being said when an agent responds to a prospect’s or resident’s text? Increase quality control by using a system that allows you to save texting transcripts (and gather other analytics).
- Maintaining professionalism – You want your agents to give consistent service, even in the way they speak to prospects/residents. That communication policy should extend to your written communication, from emails to chats to texts. It’s easier to do if you can integrate those channels, like Contact At Once! does with chat and text.
- Putting the proper opt-in, opt-out permission process in place – If you don’t want to run afoul of the FCC, a good start is to look for texting software that follows the Mobile Marketing Association (MMA) best practices for consumer privacy.
Adding the ability to text from your ads and website is one big step toward your ever more mobile customer. In fact, they may be more than ready to text with you. Are you ready?
By Aaron Hassen
Most would agree that a computer or mobile device is the likely first point of contact with today’s apartment prospect. According to the e-tailing group and HubSpot, half of consumers spend 75 percent of their shopping time researching online. In fact, about two-thirds to 90 percent of the buying process is often done before a prospect ever engages with a salesperson (or leasing agent, in this case).
How are you adapting for and engaging with this more mobile, tech-savvy apartment hunter?
Judy Newman, investment manager at Discovery Heights in Washington, added Contact At Once! chat to their property website and online ads…and it’s paying off.
Why & How Apartment Chat Works for Them
When prospects visit the website, “they’re deciding to call you or your competitor,” Judy explains. “I wanted to capture those leads before they went to our competitors, and having the live chat option helps. We generate at least five new leads per week from chat.”
- Add the apartment chat link everywhere – “The more you use the chat link in Craigslist ads and elsewhere, the more chances you’ll have to start conversations with prospects.”
- Set up everyone on your team to chat – Discovery Heights usually has three agents/day available, which gives them a “much higher chat success rate,” according to Judy. Even if there is a phone call or tour, at least one person is usually still available to chat.
- Use the shortcut responses – Contact At Once! includes a library of prewritten, customizable chat responses to increase your response speed (and help with your spelling).
- Always ask when the chatter can come see the property –Judy says this type of question is essential to work into the chat to confirm the appointment or at least get the prospect thinking about it.
- Extend chat to your residents –Residents can take advantage of the chat convenience by asking simple questions like “Is my package there?” This saves time and the immediate answers make them happy.
- Train for customer experience, not chat – Chatting is not rocket science, and Judy’s team doesn’t go through any specific chat training. Instead, they are highly trained on how to figure out what’s important for the individual customer.
- Consider the subconscious goal of the prospect – Often, prospects chat in a question that’s easily answerable from the website. “It’s like they’re subconsciously trying to learn how well your property is managed, how trustworthy it is, how well they like you,” says Judy. It’s up to you to provide the right experience, even if it’s just answering a few questions.
You can also use chat during your off-hours to generate more leases (Contact At Once! provides mobile chat apps at no additional charge). One of Discovery Heights’ top leasing agents posts and is available to chat from ads like Craigslist around 10:00pm. He tells people to call, chat or email him at any time, often resulting in several contacts and appointments for the next day.
This ability to communicate instantly—wherever you or the prospect are—is only going to get more important. “Our future leads grew up texting, chatting, using computers,” adds Judy. “We can’t ignore this communication. We have to be part of it to capture those future leads. Get in now so you can stand out…or you’ll be missing out.”