To play well together you both must know the rules! Part 8

Here is a link back to Part 7 in case you missed it! 

This section covers Service Levels (response times),  how to handle requests for assistance in areas we don't service (referrals), and what information should be obtained at first contact and entered into the database.

Article 7

Although our source(s) for leads are "exclusive", there is nothing to prevent the prospect from initiating multiple requests around the same time, and being the first agent to respond has an extremely high correlation with being the agent selected by the prospect.  Prospects that initiate contact by phone are even more vulnerable to being diverted by another agent if they don't connect "live" on their initial call to us. 

Therefore, the following service levels are stipulated by Rainmaker Team Leaders and agreed to by Buyer Associates.  In order to facilitate the meeting of the service levels the Rainmaker Team Leaders will work with Buyer Associates to establish a process to ensure the stipulated service levels are consistently met or exceeded. 

INBOUND REQUEST BY PHONE:

Inbound Phone Call should ALWAYS be answered "live"

If inbound call goes to voicemail, prospect should be called back within 15 minutes

Follow-up by e-mail (or phone if prospect declined to provide email address) every three (3) days or by agreement with prospect

INBOUND REQUEST BY IVR TOLL FREE NUMBER:

If prospect presses "0" to be connected "now", Phone Call should ALWAYS be answered "live"

If inbound call goes to voicemail, or if prospect does not leave a message, prospect should be called back within 15 minutes using information from IVR Toll Free Notification

Follow-up by e-mail (or phone if prospect declined to provide email address) every three (3) days or by agreement with prospect

Basic contact information is to be obtained from prospect on first contact, including name, address, phone, fax, e-mail, date moving, destination and as much of the TMG Buyer Interview as possible.  This information MUST immediately be entered in the online database specified by Rainmaker Team Leaders.

From time to time prospects with whom we interact may decide to focus their real estate search outside the area covered by The Marriott Group.  Buyer Associate shall make every effort to refer the prospect to a REALTOR® in the area targeted by the prospect. 

Buyer Associate shall use the following protocol to identify REALTOR® for the referral:

Call Rainmaker Team Leaders to see if The Marriott Group already has a referral partner in the targeted area.

(An online database is under construction to avoid the need for a phone call, and to streamline the process defined below)

If unable to reach Rainmaker Team Leaders, check the CRS database at http://www.crs.com/ to identify a REALTOR® who has the CRS designation, and if possible, the ABR designation as well.  Call the REALTOR® to reach verbal referral agreement, referral fee to be no less than xx%.  Establish a date for follow-up and forward information to Rainmaker Team Leaders.

Rainmaker Team Leaders shall create and forward a Keller Williams Realty Professional Partners' referral agreement to the receiving agent within 1 business day.