When clients have invalid email addresses, have gone cold, or even unsubscribed, use the Email issues Key Client List as a call sheet to re-engage with them.
In this article, we'll cover the following client issues and how to handle them:
Incomplete client; no home address or buyer profile
Hard bounce; incorrect email or no longer in use
Invalid email; wrong email or bounced
Less active; cooling off, going cold, cold
Spam complaint; client marked email as spam
Suspicious email; no email engagement
Unsubscribed; opted out of Homebot emails
To get a better understanding of what each email issue status means here.
First, Navigate to the Dashboard and click on Explore all Key Client Lists:
From there, click on Needs Attention and select Email issues to populate clients with email issues below:
Click on a name to find out what the issue is:
Clients with an Invalid Email, Suspicious Email, or Hard Bounce
For your clients who fit this category and you have a phone number for them:
Preview their digest to understand their situation better and look for potential opportunities to spark interest
Based on your findings, put an intro together and jot down some leading questions.
Let them know that you noticed you have a bad email and would like to get them set up on a tool you've invested in that keeps them up to date on their home value and shows them how to build wealth with their number one asset!
Special note about invalid emails: If an email is showing as invalid in Homebot but is a valid email, our system will be unable to clear the email address.
This typically means either the client's email provider has marked communication from Homebot ([email protected]) as spam, which we are sadly not able to control, or the client has previously been asked to not be communicated with by Homebot. If they did indeed mark as spam, they need to whitelist [email protected] with their email provider and we would need the client to send us written confirmation to reinstate their email address and remove them from the flagged list.
This is per the rules of the CAN-SPAM act. See: CAN-SPAM Act: A Compliance Guide for Business | Federal Trade Commission
Clients who are Less Active
For clients who are are less active, they likely haven't opened the email or clicked on their home digest in about 6-13 months:
Preview their digest to understand their situation better and look for potential opportunities
You can say, "I noticed you haven't opened up your Homebot report in a while. I'm calling to encourage you to check it out because it has valuable information about your home…"
Consider giving them a market update—add value so they reconsider opening those emails.
Clients who have Unsubscribed or Marked as Spam
For clients who fall into this category:
Let them know you noticed they unsubscribed and you're sorry to see them go.
You can say, "I noticed you unsubscribed from Homebot. I really value your opinion and am curious if you think you may have unsubscribed by accident.
Reassure them that you're still available should they need lending or real estate advice.
🚨 We suggest keeping these clients in your account because we will still be able to populate a Likelihood to Sell Score and Listing Alerts for that client.
If a client unsubscribes they can still access their reports through previous emails. As a result, you may notice activity from clients who have unsubscribed.
Incomplete Client profiles
Your clients with incomplete profiles could be missing a home address or need to be added as a buyer. For these clients, simply:
Update their home address if you know it.
If not, reach out to them and gather the necessary information
Let them know how valuable Homebot is and that you'd like to set them up ASAP
The video below shows how to update an incomplete client profile. For a homeowner, you'll need to add their home address and zip code, and for a buyer, you'll toggle the grey button to pink, then click Save Changes:
You never know; contacting these clients could spark a great conversation that could lead to a later transaction.
To bulk delete clients with email issues, check out THIS help article or watch the video below:
