What’s the difference between workflows and activity plans in a CRM? The answer to that question can play a very big part in which CRM you choose. Generally speaking, workflows are much more powerful than Activity Plans and CRMs that have workflows are far and few between. Activity Plans will absolutely do the trick, just not as powerfully. The industry started out with activity plans and they will stay around, probably forever. Choosing between the two is about how much time you’re willing to spend and how adept you are at learning new software.

My opinion is that a real estate business should use workflows, if you are capable of creating and implementing them. They are much more efficient and will streamline your processes like nothing else. That said, not everyone is cut out to be able to use them. They tend to be more complicated to learn, set up and implement. Depending upon you, your staff, and your needs, activity plans may be a better choice for you. 

The big picture difference between a workflow and an activity plan is that the former has the ability to branch. By branching I mean that certain actions are black and white. They are either done or they are not. But some actions are not that simple. Some require a decision about what to do next as a result of the answer to the reminder. Huh?

Let’s take an activity in an activity plan that is a reminder to check to see if there is a mortgage commitment. The to-do item comes up in your list. It says “Is the mortgage commitment in?”. If it was indeed approved, then you just mark that activity complete, right? Not really. If they got the commitment, you have other things you now need to do as a result. If they did not get the commitment, then you have a different set of tasks to perform.

In an activity in an activity plan, checking the box to complete it simply marks it as complete. If you want to take additional steps after you mark the activity complete, you have to remember to do that manually or have a very bloated activity plan.

In a workflow, that need of having to take different actions depending upon what happens, is addressed. In the image below on the left, you would click in the box to complete the activity. Upon doing that, instead of it just being marked as complete, it comes up with two options, or actions. 

In the real world, when the mortgage commitment is received, sending a quick email congrats would be a good move. However, if the mortgage is declined, you might want to send a different email offering to help them fix their credit. As you can see in the boxes, clicking one of the two new check boxes will either send an email or start a new workflow. It’s all up to you, when you build each activity. This is the primary difference between workflows and activity plans in CRMs. 

 

 

 

 

 

While this is the primary difference, workflows tend to come with many more options than activity plans. That’s what makes them so much more powerful.

Are workflows better than activity plans? Well, they’re more powerful and you can do much more with them. But, if they’re more detail and work than you want, then they’re not better, for you! They are more than you can use effectively, so go with activity plans. You’ll understand them faster and get them built and running faster. Activity plans are what we have been using for many years. They’re an incredible boon to our business to keep us organized. Some people want much more from their CRM than others. Some are perfectly content with less detail. Which one are you? 

Contact me and we’ll talk about it and figure out which best suits your needs!

 

I would like to take a moment to ease some concerns about data loss…

that are either outright wrong, or simply overstated. They are that your data is not safe with a Web based solution. So just how safe is your CRM data?

There are actually two sub-categories here. Some people are afraid that the web based provider may steal their contact database, and sell it. There was an instance back in the 90’s when a major franchise provided a Web based solution for its agents, and unbeknownst to the agents, the people in their contact database were suddenly being deluged with e-mail and postal mail, soliciting the franchise’s mortgage company, title company, insurance company, etc. In that case, the franchise claimed a right to the data. Whether or not the franchise was entitled to use that database is not relevant here. It is just very different than a third party vendor doing it. Maybe that event is where this, what I consider to be irrational fear, came from.

A franchise using the data in their own CRM is considerably different…

than a Web based CRM provider actually compromising their user’s databases by selling the database, or soliciting to it. If they did that – their business would be over! It’s that pure and simple. They would be found out in short order, and their business would be done. For what? For a few measly dollars that they could get for the sale of that data. I am sorry – I just don’t see it. Is it possible? Sure. Is it probable? Most certainly not. If it were that probable, it would have happened by now. Is it possible that it has happened, and I just haven’t heard of it? Sure, but I doubt it. People love to recount such horror stories and I’ve spoken to thousands of people for over twenty years, one-on-one and to groups. I have never heard of it happening with a third party vendor.

Another possibility is that a disgruntled employee could steal it.

Again, that is absolutely possible, but has not happened to date to my knowledge. It takes a great deal of time and effort to develop and market a CRM solution. To then allow such a thing to happen is extremely unlikely at worst. Having worked in that environment myself, I can assure you that it never even comes up. It’s not even a thought by anyone. The risk reward is just not there.

Additionally, people are concerned that their online database will simply be hacked, and marketed to. Is this possible? Sure. Is it probable? With no statistical data to support this supposition whatsoever, my guess would be that it is about as likely as your personal hard drive being hacked, and having your contact database stolen from it. Very low odds. Also consider that Top Producer would be a perfect, well known target. Given that it has the largest market share in real estate CRM, to my knowledge it has not happened to them since they went online with their data in 2003.

With regards to an online solution simply losing your data…

they always have at least one redundant set of servers – a backup. That said, my advice has always been to do a monthly export of your data from a Web based solution. This leaves nothing to chance. While that export will not be a copy of all your data, it will be all or most of your contact data, normally including names, phone numbers, addresses, notes, categories, etc. 

There is actually another topic that bears discussion here.

That is the heavily blown out of proportion, and just plain misrepresented, topic of contact CRM solutions that hold your data hostage. Each Web based solution is very different with regards to how much data they make available for export, but all of them enable you to export at least some basic contact data. The answer to quelling that fear is simply to find out, before you decide on a solution. Exactly which, and how many fields are available for export from your chosen solution. Also consider weighting what data is most important to you. As long as you have the primary contact information, you have your inventory. As long as you have your sphere of influence’s names, addresses, phone numbers, and e-mail addresses, you have far and away the most important information. Everything beyond that may seem absolutely necessary, but if you think about it, not having it would be a nuisance, but it would not put you back to square one, as losing your inventory would. Note also that even if you could export your sales and listings, emails, templates, etc., that you would not be able to import it into any other real estate CRM to any significant extent if at all. 

In summary, do an export of your contact data at least monthly. That way you can always go back to that if you make a mistake the CRM company can’t fix. If you ever need help with disaster recovery, if there is a way to help recover, I’ll find it. It’s always worth a shot to review everything together to look for ways out of the mess! Contact me!

 

Would you let someone tell you the car they have for sale is the best one for you?

And they tell you this before they even ask you what needs you have? There is no such thing as The best CRM. The best one is the one that suits your needs. The old axiom is, the best one for you is the one that you will use.

The first thing you want to do is sit down and list your needs. CRM can be anything from keeping your contacts in order to running the majority of your business with it. Activity Plans vs workflows, buyer preferences search, phone dialer, SMS, email, MLS integration, and many more. You can download my book for free here, where you will find a list of features that CRMs can have. Use Coupon Code freecrmbook

Now that you know what you need, will you be the one to set up the CRM and implement it?

Are you capable of a good understanding of its capabilities and how to set up things like activity plans or workflows? If it’s just you, then you’re going to have to knuckle down and make it happen. Another possibility if you don’t have an assistant, is to hire a virtual assistant who is familiar with the CRM you chose, just to train you. 

Another aspect of learning a CRM is the time required to learn, set it up and implement it. Will you make the time? If you have a thriving business that is keeping you very busy, how do you get the time to do it? It can be done. I’ve helped many busy agents learn how to stick with a CRM once they get it. If you’re interested, you can read my tips about that in a series of blog posts on the topic here.

If you have an assistant who understands technology, you may want to ask their advice.

Their experience with any CRMs could be a gold mine for you. As always though, because they used one before doesn’t mean it will be the right one for you. If they used it for another agent, find out what their operation was like. If it’s similar to yours and they had the same needs, that might be a good option for you. Having an assistant to set up your CRM for you takes care of both potential issues. Lack of technological experience or time can be mitigated to a very large degree by the assistant. 

One thing you don’t want to do is to assume that because that very productive agent in your office is using the XYZ CRM, that that CRM is the best one for you too. It always comes down to your specific needs and preferences. Also, many agents use a CRM only to a small degree and therefore cannot really tell you how good or bad it is. If there was one CRM that was best for everyone, I would only sell that one. On the contrary, I have selected several that I consider the best that cover a range of needs.

It’s very easy to do a quick search and talk to a couple CRM vendors…

and then make a relatively hasty decision. That can be a very costly approach. Choosing the wrong one, spending time with it, and then finding out it’s not right for you sucks up a lot of time and brain power from you and/or your assistant/s. Spend the time up front to talk to more people and more vendors. Search on that CRM’s name with the word review after it. Don’t put too much value to the vendors reviews. They’re obviously cherry picked. When you come to a review site, if most of the CRMs on the site are not real estate specific, I wouldn’t put much credence in their opinions. Anyone that knows the real estate industry knows that the best CRMs for real estate agents are the ones created specifically for real estate. If you are a complete tech nerd and want to spend the time customizing a complicated generic CRM so it works for you in real estate, it’s an option. It is not one I would recommend for most. Much more on that topic is available in my book as well. 

Need help choosing a CRM or learning how to use one? Do you have a team that needs to adopt and implement a CRM. Contact me!

If you’re ready for your first assistant…

…or maybe your fifth, have you considered the pros and cons of a Virtual Assistant? There are clear advantages and disadvantages to both. Let’s take a look at what they are!

Have you ever sat down and thought about which of your admin tasks have to be done locally versus them being able to be done remotely? Fortunately, the vast majority of processes and tasks that need to be done can be done from anywhere in the world. Pretty much anything you can think of is something they are already doing. They are already managing mailings, emails, follow-up calls, transaction management, and more. You may not be comfortable with it, but you need to know that all your staff does not need to be local. 

The fact that a virtual assistant is not physically there with you has upsides:

• You don’t need another desk, computer, phone line or any other hardware. The VA’s are already set up with everything they need.
• There are no issues with scheduling. The VA is task driven and they get the work done at their own pace.
• You don’t have to worry about water cooler activity! Let’s face it, time is lost with employees for silly things like this. With a VA, you’re paying them to get specific tasks done. They often charge per task but they also charge by the hour. You can keep it task oriented until you’re comfortable with the person and then maybe go to hourly projects.  
• You don’t have to worry about personality conflicts with other office personnel. Not everyone gets along with everyone else. Tension in the office is not a thing when they are not in the office.
• VAs are more easily replaceable if they are not working out. The number of VAs available makes it easier to find another one.

Clearly there are pros and cons of a Virtual Assistant You can certainly hire someone local with experience and the following are also applicable to VA’s. The challenge tends to be that there is simply less of a pool to choose from when you are looking locally. You have a nearly infinite number of choices of experienced people with VAs. The likelihood that you can find someone with the following locally is much smaller.

You won’t have to train them on many processes

The VA has other customers for whom they are working and each agent does things a little differently. VAs know what you need to in many cases because they worked with so many people.  They can be advisors as to how to get things done more efficiently for you.

You won’t have to train them on any software

Same deal! Although there are many kinds of software and VA’s certainly don’t know all the software, you can search for a VA based on your needs and what you are already using if that is the case.

Along with Pros and cons of a Virtual Assistant, another issue worth delving into is with which CRM software the VA is experienced. Often, a VA has one they decided they like to use and they recommend that one if you are not already using one. This is a potential issue. Because a VA likes a CRM software does not mean it’s the best one for your specific needs. VA’s do a lot of transaction management so they tend to use CRMs that are strong with that. That’s not a bad thing, but it may be different than your primary needs.

You really should do your research and get your own CRM implemented prior to hiring an assistant.

Then when you’re ready, you find a VA who knows that CRM. If they don’t know it and it’s a popular CRM, they may be willing to learn it. Also note that if the VA already knows the CRM, part of what you hire them to do can be to train you on it If you aren’t up for finding your own CRM, then using the VA’s preference will work. It’s just not the best case scenario. You definitely want a CRM so go ahead and use theirs.

For help with choosing a CRM, organizing your team, or building workflows, contact me so I can help!

First things first. In another article, I wrote about creating workflows and activity plans that are assigned to your staff people. These activities can also have detailed instructions about what each activity requires to be completed correctly. Having these activity plans/workflows in place before you start hiring admins will make training much easier and faster. 

At one point I was the regional roving technology expert for RE/MAX SEPA. I watched as teams and brokerages grew in over 100 offices and I worked with them all to help them with their tech. If you want to open a brokerage versus a team, that will be my next article. I’ll discuss the pros and cons I learned from the horses mouths. In either case you need an admin. I picked up some things along the way, first having my own small team and then watching the RE/MAX region teams and brokerages, as well as people I’ve worked with over the years. Here are some of them! Nine tips when hiring admins! Hope it helps!

Now that you have that taken care of, whom do you hire? 

1. Your staff needs to get excited by good technology. They need to be the kind of people who recognize how much better it makes them. Optimally they have already seen it at work elsewhere. Transaction managers love the ability to create detailed workflows because they know how much better and more efficient it makes them. Are you a techy? If not, it’s even more critical that you surround yourself with people who are. Don’t get hung up on hiring younger people because you assume they know tech. There are plenty of admin types who are older, but have experience with tech. 
2. One good type of person to hire is an ex real estate agent. A common way to lose an admin is for them to decide that they want to go out on their own. They get the admin aspect of the business down and think they’re ready. They don’t understand that the hardest part is to find people to work with, but they’re convinced they can do it now and you lose them. If they already tried and decided it was not for them, you don’t have to worry about that as much. If you come across someone who has been in real estate sales, they know and understand the business. This makes it far faster to train them. Why would you hire someone who failed? There are many reasons why someone fails in real estate sales. Sometimes it’s because they’re too detail oriented and spent too much time getting set up, while ignoring getting new business. They now know that sales is not for them, but maybe they do like the industry. Could you use a detail oriented person?
3. Empty nesters tend to be good prospects if they are getting back into the workforce because they tend to be more stable. 
4. What is especially true for your first staff person is that they be able to handle a crushing schedule. It‘s a very fast paced business and you want someone who is also expedient by nature. A slow moving, slow talking prospect is not what you’re looking for.
5. My first assistant was my wife, who was also my buyer’s agent. My second assistant was part time and she was very good, but she was what I call a robot. Once she understood exactly what I wanted, she would get it done perfectly every time. That said, she couldn’t think for herself. She wasn’t capable of making creative decisions outside of trivial things. Try to get someone who is capable of both.
6. I mentioned that my first assistant was a Buyer’s agent. She was my wife and that makes it a little different. Generally speaking though, you want to hire a person to be strictly an admin first. If you haven’t already put systems in place, this is the person that will do it for you. If you hire a top Buyer’s agent first, the issues you already have will just be magnified. You decided to hire someone because you need someone to attend to the plethora of details that come with your expanding business. If you hire a Buyer’s agent and they’re good, that problem is now worse. Buyer’s agents are for income generation, not admin. Hire someone to get and keep you organized and then hire a Buyer’s agent, then let them sell and soar.
7. Make sure you have a written contract that states an evaluation period and stick to it. Some people look great in the beginning but then it just doesn’t work out for whatever reason. If you make the evaluation known, you’ll likely get a better effort and it will be no surprise when they are evaluated. In that contract, you also want to have language that addresses database ownership for all employees.
8. Pay them what they’re worth. Good admins that know real estate, tech and are driven, are hard to come by. Having someone whom you have spent time and money training leave because they are underpaid is more costly than paying them properly to begin with. 
9. MOST importantly, don’t fall into the trap of letting down on your prospecting. There is a tendency to relax after hiring your first assistant. After those years of having to do every detail yourself, having someone do it for you is a wonderful thing. But you have to pay them! Make sure you stick with what got you to where you are. There will be time to let up later. 

I highly recommend a book called Who, by Geoff Smart and Randy Street. I was introduced to it when hiring tech support and on-boarding people in a SAAS startup. It covers the process from defining your needs up front through retaining the employee. 

Need help getting ready for a new assistant or setting up your team? Find some here!