What Happens When "YOU" Are the Internet Lead?

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What Happens When "YOU" Are the Internet Lead?

Lead capture

Everyone is talking about internet marketing and lead capture nowadays. One of the biggest problems, it seems, is converting these leads into “buyers” who actually purchase. Systems and theories about getting results abound. But, just how do you generate the best consumer response to an internet inquiry? I recently became the lead to be converted to a buy! I was not looking for a house, mind you, but a new car.

Since I haven’t bought a car for several years, I was not sure how to go about picking a dealer and getting the best price. I don’t know the “proper” protocol of working with car salesmen. (Hmmmm, see a similarity with home buyers there?). Not knowing where to start, I emailed three dealers asking for their best price on the car I wanted. Then the fun began. Here is what happened:

Dealer #1 – No response and no email

Dealer #2 – I immediately received an auto-response email telling me their company Internet Marketing vision and stating:

When you fill out information online, the programming does not always translate your needs perfectly and it’s not always very clear how I can help you.

If you want to ask a specific question, if you want to verify your request, or if you want to ask more questions, please click reply and explain directly to me how I can help you.

Although I liked getting a response (even though automatic), the email did not tell me the dealer would follow up or even ask me to call them unless I wanted to “explain further”. I found it strange.

But wait, five minutes later I got another email from the same dealer:

The car you want is no longer available to order, and may have to be located.

When are you available to now come by so that we may try to locate one for you?

By working with me now, 75% of your work will be done before you enter the dealership which will save you valuable time and potential frustration at the dealership.

My response as a consumer? I did not like the evasiveness of the response and script. I am three hours away from this dealer, so cannot just “stop in”. It was clear they did not like internet sales and wanted walk-in sales. That is not what I wanted. I was ready to buy over the internet.

Dealer #3 – I immediately received an auto-response email:

Thank you! We have received your message and will be in contact with you shortly. What is the best number to reach you at?
If anything else should come up, please do not hesitate to contact us again…

My response as a consumer? Even though it was not an actual person emailing me, I felt like they CARED . But wait, twenty minutes later I got ANOTHER email from the same dealer, this time more personal.

Thanks for your email! I've already started looking for your perfect car... I'd like to speak with you to discuss the results of my search. If you could, please call me in the morning (after 9:00) to go over the details, and to discuss your trade in details. I'll need the last 7 digits of the VIN, and the exact current mileage.

Then the salesman called my office and left me a voicemail message to call him back.

My reaction as a consumer? I like this guy from Dealer #3. He follows up and he has a nice voice on the phone. He is trying to help me and asks detailed questions. I’ll probably work with him.

If you look at this real-life experiment with internet lead capture, you can easily find flaws in their systems. But in the end, what wins over the consumer? Immediate response, phone calls and personal attention. The dealer who asked ME questions, wanted my business and seemed to be working for me already won me over. The same thing applies to real estate.

It's Wendy!

Wendy Rulnick, Broker, CRP, CRS, GRI, ABR Rulnick Realty, Inc.

Destin FL Real Estate

Destin Short Sales & Pre Foreclosure Help.

Read Wendy's Destin Real Estate Blog

Call toll-free 1-877-ITS-WNDY (1-877-487-9639) or local 850-650-7883 ext 204

Email Wendy: itswendy@rulnickrealty.com

Wendy is a short sale and pre-foreclosure specialist and has been featured in "Kiplinger Personal Finance Magazine" and "Florida Realtor Magazine". Call Wendy Rulnick, Broker/Owner,to list and sell your home or condo on the Emerald Coast of Florida in Walton, Okaloosa and Santa Rosa County- Destin, Santa Rosa Beach, Fort Walton Beach, Niceville, Bluewater Bay, Navarre, Seagrove Beach, Watercolor, Sandestin, Seaside, Crestview, Rosemary Beach, Mary Esther, Shalimar, Eglin AFB, Hurlburt Field.

Posted by Wendy Rulnick "Its Wendy!" Destin Florida Short Sales on 02/03/2010 06:33 PM

Comments (133)

Lead Conversion in the Sales Strategies / Tactics Channel

buyers, internet marketing, lead capture, lead conversion, customer service, salesmanship

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133 Comments on What Happens When "YOU" Are the Internet Lead?

FEB

2010

Wendy, it sounds like dealer number three has his act together and is very professional. I think we can all learn from your experience!

Great examples. It still takes that personal touch to show that you value their business.

Wendy,

I have resolved to NEVER give my email address to anyone on a car lot again. I want that personal attention.

Hi Wendy... sounds like an interesting experience to be on the other side of the table for a change! So? Did you buy a car from #3? What car did you get?

Wendy - nice informal study, I like it. I agree with you, #3 would have my business.

What similarities... spooky. We hear this all the time from buyers - nobody contacts us back - no e-mails, no phone calls nothing... and yes blah those canned e-mails trying to lure you in :) ~Rita

FEB

2010

Wendy- I love this post, really! You brought up a real life experience of dealing with a sale over the internet. This is great for a buyer agent training, thanks!

From the desk of David Dee,

Wendy, right on target with this blog. The 3rd dealer has great follow up skills and those are good qualities to have in real estate.

Great post Wendy, and something that we need to keep in mind in our lead cultivation. Put yourself in the clients shoes and try to treat the as you would want to be treated.

Wendy - Great way to analyze your experience with Real Estate, very similar indeed, hmm - makes me think twice about how to convert my internet leads into buyers. Thanks!

Great Post... My assistant just went thru buying a new car... and she said the salesmen wouldn't stop calling her. They were all ruthless in the pursuit. She hated them all... And our marketing guy did internet sales last Summer for a car dealership... he said it was horrible... but he was one of the top sales people because he has such a great attitude. I guess it's just like real estate... be nice, be thorough, and you may get a buyer or two to connect with you.

Wendy, nothing like putting yourself in a the consumers shoes.

yes you were a lead, you were looking for help and the one that responded the most helpful grabbed your attention.

Such a good lesson here for Realtors .

I fon't like the term lead becasue I don't want to be a lead. When I buy something I want to be treated like a cusotmer.

I respond to my internet leads immediately and I'm amazed at the many responses I get from these leads thanking me for my quick response. Some have even told me that in many cases they get NO responses.

Responding immediately to either phone messages or received emails is the first step for Realtors to take to building trust with your clients.

Wonderful post Wendy! I make response and follow up a priority because like you, I want to know that someone got the message and will promptly reply. Excellent examples of how we can all strive to be better!

Wendy:

What better way to develop empathy for the consumer that this type of role reversal. There is a great lesson here.

Good for you!!! Way to see what really feels good.....

Wendy, great example. My lead capture is automated, but I try to email back immediately regardless. Congrats on the new car.

I'll take the prize behind door #3 please! I think anyone who works with consumers needs to be responsive, helpful and personal versus invasive, aggressive and hounding or neglectful, dismissive and unresponsive. Great real-life example, Wendy. -- Tanya in Montreal

Judd Reynolds My last two clients came to me because "no other realtor would call me back". While many people just use the internet to browse, I haven't found anyone yet that was mad because I followed up with a phone call or email.

Hi Everyone - Thank you for your responses!

UPDATE: I am now in a "drip campaign" program and getting further emails from Dealer #2 - but no phone call! Dealer #1(who did not respond at first emailed me the next day - I had inadvertently misspelled my email address, so his first attempt to reach me failed. He then googled my company name, found me- re-sent his email and went above and beyond. So I am now with Dealer #1 !!

Love it, Love it! Just started to get internet leads and needed THIS guidance on how to handle them!

Thank You!

Good post Wendy...there isn't anyone who isn't flattered...felt as though they were helped when the persom answering makes it about THEM....you could have called...we would have driven one down and evn cleaned off the snowballs !

I bought a new car last year and used the information I found on the internet to put the ball in my court. You can find a few Door #3's to negotiate the best possible price by getting them to bid against each other. I got a sweet deal on a Hyundai Santa Fe (new) and the dealer thought I was robbing them. The home buyers in many respects are doing the same thing.

Great post and real-life experiment. It is always good to take a walk in the shoes of others...we have to treat others the way we expect to be treated in business (and in life too!).

Have a great day!

Wendy, in 2007 I emailed 5 Lexus dealers that where closest to me. Only two of them, one in Tulsa and one in Dallas responded. I decided I would give my local dealer a chance so I went in. The salesman said that the manager didn't want them to respond to internet lead because it was a waste of time and he believed that the internet was a fad. I was astounded by the remark. They also tried to bait and switch, and changed the deal on my trade in. Their personal performance reflected their distain of online. Here was an automobile dinosaur. I bought in Tulsa becasue they responded to me and went out of their way to take care of me. I was willing to drive 100 miles to do business with great people. Same goes for our business.

Great point about personalized attention. I try to respond back as soon as I can to my internet leads.

The key is to see it as the customer sees it. Shopping like this does bring it into reality and makes you see things with different eyes.

HI! Wendy,

Interesting real life adventure....may I ask, what happened to Dealer #3? Did he drop the ball, or did #1 take the "lead" because he was the last one to interview?

If it was me as the dealer, I would add in a link to valuable content on a blog somewhere. Work on building that relationship before the sale. I would also add them to a follow up sequence in case they didn't buy the car.

Wow - what a difference in responses! We all have to ask ourselves how our own responses would compare to these...

I love it. Talk about seeing it through the clients eyes. It's interesting, since we're often compared to car salemen & women...at least they weren't USED car salesmen & women!! LOL ;}

Dana - Dealer #1 didn't give up when my email was rejected. I don't even know how many real estate agents would have dropped the ball, probably most of us. He also has sent me interior photos of different color seats to help me pick which one- on his day off.

Interesting story Wendy. The dealer #3 sounds like he is on top of the ball and understands how to treat the consumer. Its great that he sent you pictures too - thats awesome!

Hi Wendy -- I can relate to this analogy and I agree with you. Don't tell the dealership you have a trade-in, nor talk about financing. Get the best deal on the car and after that is locked-in, then talk about your trade-in.

Great story Wendy. In addition to the email and phone call within 30 minutes of getting the leads info, I also have them subscribe to my blog. Then also try to find them on some of the social media sites if possible. Dealer #3 def. has got it goin on thus far. Hopefully he is consistent in his follow up with you.

It's all about the personal touch. No matter how technologically advanced we get as a society I believe the most basic tactic of human contact will always be critical. Thanks for sharing Wendy - I enjoyed reading about the experience!

Great post. Just goes to show "no system can ever replace service." Too many think that an automated system means never having to really do any work.

That is a great paralell to internet homebuyers. I'm with you -- I would choose dealer number 3!

This is a great example to all of us that our business is about lead generation and serving clients. How many of us have coaches who insist that we take our life back with 1. anonymous autoresponders, 2. schedules time blocked to respond to call for two hours a day, 3. canned drip campaigns, 4. newsletters that have no personalization or local information. They sell us the 'set it and forget it,' campaigns.

It is easy to understand client frustration when we are on the other side.

Wendy, thanks for sharing a real-world example. Sometimes being the bait allows us to see things from another perspective. I know I have learned so much about what not to do in my daily experiences with other people/businesses.

Although I agree that following up immediately and being professional is key to converting "leads" into new clients, I do find it interesting that you didn't go with Dealer #3, the one who gave you that great first impression. I'm curious, did Dealer #1 come in the next day and go "above and beyond" by offering you a lower price or better trade-in terms, or did they offer better service?

Basic customer service that many companies have lost in today's world of techology and outsouring.

Wendy

I had stayed away from autoresponders for my emails as I always try and answer them promptly, but your example has me rethinking this for my info@YouInParkCity.com account.

Thanks

Well, I think that more than half of the page views on the internet are from the client looking at their own home. And, I once paid for leads and of the ones that I was able to connect with, that was there story too. "Just looking and trying out system. I'm really not interested in selling my home at this time."

Talk about going above and beyond, for dealer #1, after the initial rejection. Great story Wendy, about how we should follow up on internet leads - the example couldn't have been any clearer.

Wendy, it's interesting to look at marketing in other industries and see how it applies to our industry. I like the examples you presented which show what to do and what NOT to do.

Wendy,

Very good post, #3 sets an example. All the best.

Fast response followed by personal attention got it! Great example!

Great analogy. I've purchase several cars over the internet including one from eBay. I like post #33, very cool of him!

Wendy,

I like Dealer Number Three! Congrats on the feature.

Mike in Tucson

Wendy:

I am in the position that you are of looking at purchasing a new vehicle. I love my present car and my attachment has kept me from wanting to deal with car salemens. The other day, I drove by the dealership in my town and thought I should stop and inquire about the vehicle that I am thinking about, I did not stop I have not had the best of experiences when dealing with car salesmen.

I will try the internet and see what happens.

Wendy, Very nice analogy. I hope you get the car you want from a great salesman.

The last time I bought a car it was on-line. I ended up with great service! It just so happened that the person "converting" the lead was my former SISTER-IN-LAW! Wacky...

Wendy, top notch example of how to follow up and how NOT to follow up. Picking up the phone is the smartest follow up ever!

Hi Wendy ~ Fantastic lessons to be learned in this post. Not only for our business, but also for myself as another unsuspecting consumer who needs to buy a car in the near future.

Thanks for your insights.

Denise

I bought a car online a few years ago for my husband as a surprise. Most of the dealers in Sacramento will communicate via email. The dealer I settled on handled everything electronically. I did have to go the dealership, though, to the sign the paperwork. I asked them to deliver the car to the house, and they did. It was a great experience. I got a bargain, too.

If I had left it up to my husband, his way of negotiating is to call a dealer and say, "What is your best price?" LOL.

Great example that we should not hide behind the technology. Being in the sales business especially one that is going to be the major purchase in everyone's life, we need to have the personal touch, voice and a face to a name. There are certain things that can be bought without any human interaction but real estate is not one or buying a car.

If you get a lead from your website, make it a point to call the lead just to say hi and if you can't talk, get their permission to call them back a specific time and REMEMBER TO CALL THEM.

It's amazing how many aspects of our lives tie back in to our profession, and help us become better agents for our clients. Thanks for sharing!

Wendy,

Love the example showing what everyone truly expects service, no matter the product in lead conversion. Interesting comments on others experiences.

All the best, Michelle

I like auto responders to avoid missing contact when I am with clients (I turn my phone off for clients) but always try to engage by phone or email within a 2 hour time frame with something personal. It normally pays off.........................chris

Thank you for this light bulb moment!! 90% of my business is from internet leads and conversion is always on the top of my mind! I have the auto responders, etc and am making adjustments immediately!

Isn't it interesting how many varied responses you can receive? This sets a great example for us all that personal service pays off. Clients need to feel like they have your full attention and that you really care about them.

Like your example, it is good to look back on your own experiences as a consumer and figure out how to improve upon the way you provide services. Thanks!

Xposure Real Estate Photography -- www.PropertyXposure.com

I guess it is true, that actually calling people back will help you get clients?!!?

personal and immediate to email leads is a must, otherwise it is close to worthless

Great story! There is definitely a parallel between the two.

Hope yo uget the car you want and thank you for sharing what is very similar to our business. Gotta go call a couple of people who sent me emails last night.

Wendy, Thanks for sharing your car buying experience. You are so right that personalized follow-up with prospects that includes asking the right questions is key. Immediate phone follow-up is so important in our business!

Great lessons here. We all want to be treated like we matter. That is why I don't do automatic responses and try to respond to all leads within 2 hours, unless the call is in the middle of the night.

Wendy, What a great illustration of you being on the other side looking in. Gives you a whole new perspective. Happy car shopping! Sounds like it's going to be a pleasant experience for you.

A great review of an internet lead as a consumer. Sounds like you at least found one saleman. Who wants to do all of the work themelves? That's why they contact the professional. Good to know that you found one.

This is interesting -- and shows how important the Internet is in dealing with leads. Good luck with your new car.

Wendy I am going to email you the script I use when I get an new client register at my website.

The difference was service. One guy was telling you he did not have what you wanted and was shifting the work to you. Another guy finding you what you wanted and setting up the process for you.

Wendy - You are very right. This case study translates very well to real estate. Part of our challenge is getting the lead to contact us. How we handle them from that point forward dictates largely whether they will work with us or not.

Yup . . . people want to talk with people and have customer service. Automation backfired.

First off, the cartoon looks just like you. (LOL) It was interesting to be on the other side of the coin, wasn't it?

Very interesting how each responded. I know some people that take days if ever to return phone calls or emails. It's great to feel like someone actually cares and wants to help you out.

How you approach net sales greatly determines success. I think I'll do a blog post about it.

I was trying to buy a home in the mountains, 1 1/2 hours from my residence. I went online and emailed 7 realtors who had a listing I might consider and told them what I wanted that that I was ready to buy.

I had a response from ONLY ONE!!! I was stunned as I asked specifically about their listing and said I was ready to buy!

The one sent a response with about 7 similar properties and told me she would love to schedule showings at my convenience. I bought from her..

Oddly enough, I'm the Internet Lead in a real estate search, moving to Florida. We had considered NC, SC, GA, and FL, and then after a visit settled on FL, but I had started searching for homes in other areas too, and wound up on multiple websites. I believe I registered on about 3 also, only one of which put me on a mailing list. It's impersonal, I don't think I received a single contact that wasn't automated, but they're making contacts. I did not identify myself as a RE professional to any of them, to see how they worked their leads. The 3 month automated email asked a few questions about receiving their emails and whatnot, and I finally emailed back with my full signature, stating that I had decided on a different area, but thank you.

I never heard back. Perhaps I'll get another email in a month. It seems odd though that an agent would totally blow off a fellow agent - and possible referral source - without so much as a thank you for replying message. Oh well.

The 3rd dealership definitely took the right steps to make the interaction personal. We can all learn a huge lesson by putting ourselves in the customer's shoes. Thanks for sharing!

Wendy, thanks for sharing your experience. With all the technology we have available to us, I still think the phone (and a live voice) is the best tool we have.

Thanks for the answer, Wendy, as I was curious...just goes to show you that the one who gives the extra effort, oftentimes, wins the prize!

Wendy - Great observation.

I was also "that" internet lead. I actually purchased a condo in Florida via the internet... My first agent experience ("Agent #1") was less than ideal -- even after explaining that I was a broker in NY and looking to work with an experienced, qualified agent like Agent #1 (even explained that I was ready to close on an all cash deal -- and offered to provide copies of my bank statement). Agent #1 couldn't be bothered to give my requirement her time/attention and I was told frequently "Sorry - I was taking another client out and didn't have a chance to get to the report you requested... I'll try to get it to you later.". Needless to say, Agent #1 lost the opportunity to work with me on this and all future sales.

My experience with Agent #2, however, was a different story (thankfully). Agent #2 had an impressive web presence and I stumbled onto his web accidentally (this was NO accident -- it was solely because of his effective marketing campaign). Needless to say, days after "meeting" Agent #2 online, I had identified a newly listed foreclosure and was prepared to submit my offer. Agent #2 offered to walk-thru the unit, take a video and upload it so that I could "see" before placing an offer. Whatever the unit may have needed was not as important to me because I was prepared to upgrade the interior of this 2002 condo, but by offering this service, Agent #2 made himself invaluable to me. The unit was in significantly better shape than I could have anticipated, was a penthouse unit with vaulted ceilings and was lakefront. We closed on the unit as soon as the bank had all paperwork in order (within a month). After the closing, I upgraded to stainless steel appliances, painted/patched a few walls, fixed the A/C and the unit was ready for a tenant. 3 weeks later, the unit was fully rented to a tenant with great credit and has been rent paying for more than 6 months.

In less than 2 months, Agent #2 closed 2 deals for me - one as my buyers rep; the other as a landlord rep. I am a happy customer and am making referrals to him based on his professionalism and excellent service.

Great post and very timely. The internet has become such a high quality lead source and should continue to be for a long time.

Thanks Wendy, good stuff to keep in mind, you know they are getting emails from all the sites they visit, so you do need to think about how you would like to be responded to, that is helpful.

Cheers,

Kim Darling

Love the analogy - and I'm sooooo glad I'm NOT shopping for a car! Just paid mine off - finally! YAY!!!!

I too found my car online. The salesman who followed up was the one who got my business.

Interestingly enough from what I gathered when visiting the showroom. Most salespeople didn't want to be "stuck" answering the internet leads. I bet they are changing their tune now!

The same will undoubtedly happen with agents who aren't jumping on board with SEO and internet lead capture.

Hi Wendy! That was great!! Thank you for sharing your experience! I hope you are enjoying your new car!!

Wendy

I think your comparison is spot on. And it pays to put ourselves in the buyer's shoes. Thank you for your post!

We can learn so much from other industries, and I always like to really listen when someone tries to sell me anything... you can learn a lot this way

It is all about the approach. #3 obviously values their job and cared enough to make the call beyond the automated response. Technology can provide some great tools but in the end nothing beats the personal touch and a warm voice. It would have been interesting if either of the others responded and then how you would have selected who to use.....

We try to follow up immediately, if we don't answer the phone. Then we leave a VM if we do not reach the person calling, and then we follow up to see if they have their needs met, either with us or someone else. You'd be surprised at how many people don't call back...even when they are in trouble.

Wow - taking a lesson from a car salesman. Isn't that ironic?

Wendy, it sounds like you are telling us that good customer service wins.

Good customer service and listening always pays off.

shoes on the other foot?

You know I don't send automated emails because I don't like them. I'd rather respond with a personal email. I know there is a delay there, but personal is important to me.

Wendy, your experiance as the consumer proves a valid point. Although the auto responder is a nice touch, a quick personal response is going to get better results.

What a great article with lots of helpful insight on internet leads/marketing. Many realtors do not fully utilize the powerful tools that we have available and like a bad car sales person, it tends to reflect the entire industry. There is nothing like good old fashion service! Whether leads come in via the internet or otherwise, we should always strive to treat all prospects with the utmost courtesy and professionalism.

Really good post Wendy. It just reiterates how we all want to feel like we are important. It's a basic human need that good salespeople know how to tap into.

This is a good business lesson for any type of business. Thanks for sharing!

Hi Everyone- Dealer # 2 - Still getting the drip campaign, here is the next email- but NEVER got a phone call or more personal email:

Wendy,

I am specifically trained and dedicated to your phone calls and emails so that I can answer your questions immediately and without interruption.

Following our interactions, I document what we speak about so that you will benefit from a foundation of information and you will already know what level of service you will receive. And when you plan to come by, you'll be helped directly by a sales manager saving you valuable time.

You can click reply or visit our website at xxxxxxxxx and more!

Preferred Customer #: 1269*

Then I got another email - same day- Dealer #2- who NEVER called or sent a more personal email:

Wendy,

Here at XYZ Dealership, our mission is to provide the best online and phone experience to ensure your visit to our showroom is quick, efficient, and enjoyable.

As the Head of the Internet Department, I want to confirm that you are receiving first-class service and information.

If you have any questions, comments, or concerns, please go ahead and email or call me directly.

Warm Regards,

John Doe
Business Development Manager

Wendy,

While #3 had the lead for a while I think I would (like you go with #1)

They definitely went above and beyond.

It's great to see the process from the other side. It definitely is better if it is a personal response. Thanks for sharing.

Active rain recently ran a contest were they asked thos of us that worked with internet leads to detail our system in a blog. My system is to call immediately, determine the prospective clients needs, and follow up by email with the results of a mls search. The next day I call again to make sure the email was received and to be sure Im on the right track with the properties I sent. i got tired of reading the other blogs on the subject because we were all using variations of the same theme...call immediately, and if you dont reach them, call again, and again and again until you do

But in the end, what wins over the consumer? Immediate response, phone calls and personal attention.

This is a must read post - and a must follow post! Right on Wendy!

At first, I would email or call an internet lead several days after I got the initial notification. My thinking was "I didn't want to seem too pushy." Recently, as soon as I am made aware of an internet lead and at my earliest availability, I call them directly, then I follow up with an email. I like this response much better and the people seem to be grateful for my attention.

I am hearing the same experience from many of my clients that have found me via the net... It's a shame that agents do not return calls or care very little about responding to an email... but all the more for me;)

Looks like the personal attention is what made the decision for you. Auto responders are impersonal no matter how they're worded. Call. If no answer, leave a message and follow up with an email. Then keep following up.

Very informative! Great blog too. I like number 3 the best too1 Keep us informed about your new car!

Hi Wendy. I noticed that many people want an answer immediately. Sometimes it can backfire and sets an unrealistic expectation that if we do not respond in five minutes then they won't wait. ~ Lana

Wow Wendy, you made me look at this is a different way. I am going to change the way I respond to inquiries to serve them better.

Thanks for a great post. Follow up and follow through. These behaviors work no matter where the lead originates.

Well said. What works well in our industry works well in any industry.

Important information and/or reminders for all of us working so hard to get the leads, that it's just as important to convert the leads and that how we do so will lead to our success, or our failure.

Great story, we can always learn from others. What kind of car are you buying?

Wendy, You got it. It is all a matter of personal attention and listening to the prospective client. The problem is in knowing how assertive to be with them.

Hi Wendy - love the post and the responses. I don't think I'd care for automated canned responses and follow ups for business use or on the other end receiving them on an email I had sent asking/seeking information. Seems kinda callous.

I believe true service in any business is given with those personal touches. I do like the idea of drip campaigns for general follow ups with in the future, stay in touch real estate type prospects but would like to gear them to personally written templates that expresses us and not boring canned stuff and limit them to no more than once a month.

Have you found your "Dream Car" as yet?

Sue of Robin and Sue

Very interesting at the 3 differents responces, or there lack of.Good luck on your car search Wendy !

FEB

2010

I love the response that the internet is a fad. I know some real estate agents that think the same way. Too bad all the next generation of home buyers know the internet is NOT a fad and are using it on their iPhone to everything in their lives.

Such a great example of working the lead. The dealers should be making contact as quickly as possible to qualify the lead and dealer #3 came the closest to that. The lesson is to qualify as quickly as possible to determine where the prospect is. And taking the initiative like dealer #3 is appreciated and very important because some of those leads are real buyers. Obviously there's more to the story. Let us know how it turns out.

That's a good analogy to show a different business and how the different reponse methods impacted you in selecting which party you would prefer to do business with for your purchase.

What a novel approach! Actually calling a prospect lead! So easy yet few do it.

The leads are only as good as the follow up system.

Good Info!

Mike

Hi Wendy, this was really great. What a perfect example that applies to us as Realtors in the same way. I'd pick #3 too. Let us know whether or not you made a good car choice.

FEB

2010

Wendy,

It's obvious that dealer number 3 has done some research beyond one and two. Did you buy?

When you stop to think about it, the bar is pretty low for following up well. In other words, it doesn't take much to do a great job of connecting with and converting your internet leads. Surprising that more people don't do it then.

FEB

2010

I bought a car a few months ago and went through the same thing. The internet follow up was terrible. Being there in real life was even worse. I hate shopping for a new car!

FEB

2010

Wendy, Love the way you related you car buying experience to real estate. If there is a hint of a phone number on that email...I make the call and respond via email at the same time. The email says just left you a message. The voice mail says I just emailed you. The warm voice gets them... but not always.

FEB

2010

Great post Wendy. I'm always learning what to do and what not to do when I'm on the buying end of the transaction, whether furniture, car or whatever. It's always a telling experience when you purchase something and analyze what it is that endeared you to that specific salesman or company.

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Wendy Rulnick "Its Wendy!" Destin Florida Short Sales

Destin, FL

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Rulnick Realty, Inc.

Address: 12889 Emerald Coast Pkwy West, Ste. 107-A, Destin, FL, 32550

Office Phone: (877) 487-9639 x 204

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