Common Grow FAQ
Common Cancellation FAQ
General Troubleshooting
What to do if client says they aren't getting any leads
What is Grow?
This is an introductory-level lead generation product where ad creation is completed with AI using the best practices put together over ten years by our marketing team. It is a Google Ads product, and its main purpose is to drive traffic to your site, resulting in lead generation.
Clients on the Grow package select four cities from their MLS, and the ads are created automatically. We do not make any adjustments to areas, keywords, or bids because this is an unsupported product.
Can I change my areas?
It is not recommended. To accomplish this, we will have to launch a new campaign, meaning you will most likely experience a new ramp-up period where lead volume is reduced until Google learns the new areas and improves over time.
Steps to change areas:
- In the Lead Manager, under Advertising, delete the current campaign.
- Enter the new areas.
Can I change my advertising strategy?
Our Grow product does not come with customizations. If you would like specialized targeting, a lead guarantee, and a managed account, we recommend upgrading to our Expand or Conquer products.
Send a referral to the upsell reps.
How much are you spending on my ad campaign/What is my CPL?
You have purchased our entry-level lead generation package, with an estimated goal of 5-20 leads per month.
Grow does not include a lead guarantee or monthly reporting. However, you can determine your CPL and ROI based on your monthly expenses.
Why can’t I see my ads on Google?
Google’s algorithm may not always show your ads to your IP address, as it focuses on displaying ads to relevant audiences. Our ads are designed to specifically not be shown to other realtors who use related search terms to potential leads.
The lead quality is poor/I’m getting fake information. How can we improve this?
| Here's a helpful email template to send when reaching out to clients. |
Script Response
It is important to understand that we are not picking and choosing the leads that sign up for your site. Our marketing campaign is fueled by the public making their way to your website and signing up after viewing a property they are interested in.
In order to assist with leads inputting invalid numbers/emails, I suggest marking the contact information as wrong in the CRM and getting those leads on the corresponding workflows (Bad Phone Number / Bad Email). This will help in getting those leads to update their contact information. They will be prompted to do so the next time they login to the customer’s website.
Steps to mark information as wrong:
- Click on the ‘Leads’ dropdown menu & select on ‘Leads List’.
- Select a lead with invalid contact information (Email and/or Number).
- In the ‘Contact Info’ box, click the incorrect contact method and select ‘Mark as Bad’.
Steps to assign workflows:
- Click on the ‘Leads’ dropdown menu & select on ‘Leads List’.
- Select a lead with invalid contact information.
- In the ‘Workflows’ box, assign the appropriate workflow to the lead.
It is a common practice to use a 3rd party people finder to help with verifying contact information of the leads generated.
Here is a list of the top 4 “People Finder” sites for 2024:
Will you replace leads with bad information?
The Grow package does not include a lead guarantee, so we cannot replace leads. We can only provide an estimated monthly lead expectation based on past performance across our portfolio. We are not able to replace these leads.
However, tagging leads with bad contact information in the Lead Manager will prompt them to update their contact details every time they log back into the site.
What do my ads look like?
You can ask Erin Gammage in Slack for an ad copy to share with the client. For internal use, refer to the ad examples below:
How many of these leads will I be able to convert?
Internet leads typically convert at a 1-3% rate. These leads are often in the early stages of their home-buying process and require nurturing. On average, the first conversion takes place approximately 8-10 months into the campaign.
What is the best follow-up process?
Call your leads and be persistent with calling, texting, and emailing. Use tags to track leads effectively.
For additional tips, watch the follow-up and lead conversion videos:
Share this PDF:
My Google account is suspended. What can I do?
Your Google campaign has been temporarily suspended by Google. These suspensions can occur for several reasons, but Google does not provide specific details.
Questions to consider:
- Are you currently running a secondary Google PPC campaign?
- Do you have any external links on your site (e.g., blogs or content pages) that Google might view as spammy?
- Are there superlatives on your site (e.g., “#1 Realtor”, Best Realtor, etc..)?
We are currently investigating and will update you on the status.
When is it time to transfer to marketing?
If you are on a live call with the lead, perform a live transfer to the Account Management team for an available agent. Otherwise, please notify the client's assigned account manager to have them reach out.
Do I get seller leads?
The campaign targets buyers with keywords like “Find homes in [city].” While it does not specifically target sellers, on average 30% of buyers typically have a home to sell. We recommend asking leads if they have a property to sell.
What is my campaign performance?
You can check performance using the available tools. If you do not have access, post the question in the Client Marketing Slack (#clientmarketingteam) channel. Include the client’s name and domain for a quicker response.
I am in Canada and cannot sell to U.S. citizens. Can we adjust who sees my ads?
Yes! We can add specific countries to our exclusions list so they will not see your ads. It’s important to note, you may still get leads from other countries if they have been in your areas recently.
I get out-of-area leads because I’m in Dublin, OH. Can we prevent this?
Yes! We can add specific states and countries to our exclusions list so they will not see your ads. It’s important to note, you may still get leads from other areas if they have been in your areas recently.
How do I see my marketing reports?
Reports are not generated for the Grow plans, however the client can determine their CPL based on their monthly expenses. They can also utilize the CRM to see their lead flow each month (assuming that they aren't deleting leads). If they want lead totals and you do not have access to the available tools to get the information, post the question in the Client Marketing slack channel. If they want numbers beyond the lead totals, please message Erin Gammage in Slack. Include the client's name and domain for a quicker response.
Common Cancellation Requests
I’m not getting the guaranteed 20 leads/Not getting enough leads
The Grow package does not come with a lead guarantee, however we can provide an estimated monthly lead expectation based on past performance across our portfolio.
Our goal is to provide 5-20 leads on average each month.
Things to Consider
- Make sure their lead capture settings are at 1 (default)
- Make sure their invoice is paid. We are unable to run ads for delinquent clients.
- If it makes sense, suggest upgrading to a larger package - delicately
- Sales says “you’ll get up to 20 leads per month on Grow” which can cause confusion where clients hear “you will get 20 leads each month on Grow”
Lead quality is poor
Ask what specifically is leading them to believe the quality is poor:
- Are the leads out of their target areas?
- We can add exclusions to help with this
- Do they have bad phone numbers/emails?
- Put the lead on the corresponding workflow and follow up using the contact information that you do have.
- Make sure the phone validator is on
Lack of ROI
Ask what their follow up process is:
- Are they calling, emailing, texting, using the workflows?
- How many times and for how long are they following up?
- It can take on average 10+ or more calls to connect with an online lead
- Online leads convert at 1-3% and take approximately 8 months to close.
- We see some close in the first month, and some take over a year, but consistent follow up is the key to success.
- The RG Playbook is a great resource to share with them for follow up tips & scripts.
Sales told me….but I am experiencing...
If they signed up within 60 days:
- update the ticket status to cancel request
- create a task on the contact for the sales rep to reach out.
- If the client is escalated, tag Chelsea Faas and Mike Reed.
If it’s past 60 days:
- Attempt to reset the client’s expectations in a reassuring way. Try to rebuild trust if possible.
- Apologize for any miscommunication and try to move forward with their success in mind.
- You can also fact check by reviewing the sales call transcript and/or emails in Hubspot.
I need to pause my ads
What prompted the need for a pause? We can do a 1-2 month pause depending on your needs, but it will need to be documented through our DocuSign.
When the pause completes, your ads will begin on the 1st of the following month. The length of your pause will extend the end date of the contract by the same amount of time.
While the ads are paused, you will be moved to the Establish package at $X amount per month and will still have access to the CRM.
If you are ready to end the pause sooner, please reach out so we can adjust.
Please keep in mind that pausing a campaign can affect the overall performance, and is not recommended unless absolutely necessary.
If they downgrade to Establish, that package only comes with 2 users, so any additional users they get with the higher packages will be charged during the downgrade.
- Set a task for billing to process the downgrade, and another one to process the upgrade for the appropriate times.
Financial Hardship
Show empathy for their situation.
Check the level of activity in the CRM, offer an alternative of pausing the account rather than cancelling if they anticipate a closing to help with their monthly expense and still have access to the CRM.
If that is not an option and they are still in contract, remind them of the buyout, which can be made in payments if they need. Can they add a lender/partner to split the cost?
Leaving Real Estate
Ask about their transition, what are they going to do if they don’t mind sharing? If they are retiring, congratulate them.
Was there any feedback about their experience they can share?
If they still have active leads, referring them to colleagues or to our FB MM group is a great way to earn some passive income.
If in contract: remind them of the contract buyout. Wish them luck in their next venture.
Moving to different lead gen and/or system
Clarify if they are interested in retaining the CRM/site.
Ask what prompted the change, is their broker providing the tool?
If they are in contract, remind them of contract buyout.
Ask for feedback on their experience with RG and see if they will share which platform/service they are changing to. Are there features that RG doesn’t include that are prompting them to switch services?
Wish them well in their next venture, and make sure they have leads exported (if needed) before cancelling
Cancellation ETF’s
Downgrade from Grow to Establish = the difference between the two (2) packages on two (2) monthly invoices - $600
Complete cancellation of Grow package equals two (2) monthly invoices - $1198