When clients have invalid email addresses, have gone cold, or even unsubscribed, use the issues tab to create a call list 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
Understand what each issue status means here.
First, there are two ways you can find clients with issues:
#1 Navigate to the Issues tab under Clients:
#2 Within the 30-day performance section of your Activity Feed:
Step 1: Select "More Details"
Step 2: Click on 'email or data issues' (This will take you directly to the Issues tab):
Incomplete Client profiles
Your clients with incomplete profiles could be missing a home address or have not been added as a buyer. For these clients, simply:
Reach out to them via email, text message, or phone call to 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:
Clients with an Invalid Email, Suspicious Email, or who 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
Based on your findings, put an intro together and jot down some leading questions
Call them to catch up and see how they’re doing. Let your prospect or client know that you offer a free tool that allows them to track their home wealth and discover ways to leverage their equity over time.
Clients who are Less Active
For your clients who are less active on Homebot or are going cold, 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
Based on your findings, put an intro together and jot down some leading questions.
Give them a call reminding them of how insightful Homebot is and give 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:
Call them to let them know you noticed they unsubscribed and you're sorry to see them go.
Use their action in Homebot as an opportunity to check-in.
If you feel comfortable, ask why they no longer wish to receive the home digest or buyer's report. You can say, "I invested in this technology and want to ensure my valued clients find it useful. I really appreciate your opinion; what do you think of it?"
Reassure them that you are still available should they need lending or real estate advice.
You never know; contacting these clients could spark a great conversation that could lead to a later transaction.