Office Procedural Manual: VIPs and Scheduling
Now that we are into the second quarter of the calendar year, we hope you have found a rhythm with your business and that all the work you poured into your business plan and systems set-up is paying off. If you have been following our blog this year you know that we are helping you build your Office Procedural Manual by presenting a piece of the Office Manual outline each month. So far we have covered:
- Non-disclosure Agreement / At Will Employment
- Important Phone Numbers / Emergency Contacts
- Phone Scripts & Messages
As with many businesses, creating client confidence by presenting a consistent and professional image is vital in real estate. That image must be integrated with you and your entire team in the daily tasks of lead generation, contact management and client follow up. Turning contacts into clients is your goal, and the next section of your Office Procedural Manual will help you do just that.
With this month’s newsletter we continue with pages 6 and 7, including –
By making certain your whole team knows who your VIP’s are, you can be sure to sidestep some uncomfortable, or even costly, social and business snafus. While every call should be treated with professional courtesy, attention and respect, there are those very important people in our lives who need to be handled in a speedy and special manner. These are the people that you want to be pulled out of a meeting or tracked down for immediately if they call. Include name and relationship on this list along with any pertinent notes about the person in your manual. VIP’s want to be instantly recognized as important and handled accordingly. Show them you are on top of your game by making sure they get the attention they expect and deserve.
Use the Scheduling section of your manual to help you and your team manage a smooth, functional schedule. Clients and business associates notice when an agent has a well managed schedule. Appointments are made and kept easily, very little rescheduling needs to occur, confirmation calls go out the day prior to an appointment, and the agent shows up on time. A well managed schedule shows the agent is in control of their world. Outline clearly what system is used, who is in charge, and what the procedure is for making appointments.
Here is an example of what your Scheduling policy might look like:
We use Outlook for Calendar management. Agent uses an iPhone which syncs automatically with the Outlook Calendar. All team members can view the calendar by going to Calendar in Outlook and clicking on Team Calendar in the left hand bar. Agent’s schedule is always in RED.
The Agent’s personal and professional schedule is managed by the Executive Assistant. All appointments and changes flow through the EA and no one, including the agent is allowed to make changes to the schedule without discussing it with the EA.
Agent’s work day begins at 8:30am and ends at 6:30pm. Uninterrupted prospecting time is MWTHF from 9am to 11am. Agent returns calls at 11am and 5pm. Agent attends office meeting every Tuesday at 9am. Agent attends weekly team meeting at 4pm on Mondays.
EA is responsible for bringing a week and month schedule snapshot to every Monday team meeting for Agent review. Every day at 5pm the following day’s schedule is printed and handed to Agent, along with any files, contracts, directions, etc that she will need for the next day’s activities. EA will have already verbally confirmed all in person meetings prior to delivering the schedule to Agent.
If a last minute change is made to the schedule EA will call and text agent right away.
Watch for our newsletter next month, as we continue with the next important topic in our manual - Database Management.
For more help or specific suggestions on any of these items, contact ProREA Staffing.