The clients need to get MLS approval in order to launch their Real Geeks website. A big responsibility with the Onboarding team is to make sure the clients get their MLS approval within a short period of time. Here is the Onboarding protocol in regards to reaching out to someone who needs MLS approval. For this, we give a call to the client to discuss the approval and what needs to be done. If we cannot reach them by phone, we will email and text them a follow-up with this information.
**idx@realgeeks.com is the email clients can send their questions regarding the approval**
1. Head to the site order for the client. This is where we store the most updated information regarding where someone currently stands with their approval.
2. Based upon what has been written in the site order, you may need to perform the following actions.
- "Waiting on signature..." means we're either waiting on the client or their broker to sign the agreement. For this, throw the ticket into the Slack channel "Approvals_Billing". Just ask if the person that we are waiting on the signature has signed the agreement.
- If we got the signature we need, great! At this point still, reach out to the client and let them know that everything has been signed and now we're waiting on the MLS. In these discussions, we should try and get the client to reach out directly to the MLS to help expedite the process.
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If we don't have the signature, then we'll reach out to the client and let them know who all needs to sign what. The MLS team will have resent everything over, so whoever has to sign, will have it fresh in their inbox. We need to confirm their email address if we can and make sure that we are sending it to the right place.
- "Client needs to fill out the form online/needs to reach out to the MLS..." this means that the MLS requires the client to go through them in order to get MLS approval. Usually, for these circumstances, we have a PDF that we can send the client with step-by-step instructions. If you don't have PDF, just following the instructions provided by the MLS team. On our reach outs, make sure the client has the PDF and if need be, we can resend it over to them via email. The PDF will be located in the site order ticket.
- "Site needs to be set up in order to get approval." Oftentimes, in order to get the MLS approval, the site will need to be set up full through the wizard. This means that the client will need to include their brokerage logo on the site, which may be missing. For these circumstances, we will need to reach out to the client and inform them of these changes that need to be made. Once we get the client on the phone...
- If the client hasn't gone through the wizard, lead them to home.realgeeks.com and have them get going with the Wizard and make sure to have them not skip steps 3 and 6 on the tool.
- If the client has gone through the wizard, then we will need just need to help guide them onto the website backend to make the appropriate changes.
- Once changes are completed, we will need to throw the site order ticket over into the Slack channel "Approvals_Billing" to inform the approvals team this has been done, so they can send the website back to the MLS for review.
MLS Approval Voicemail
If we reach out to someone, here is the Voicemail script, as well as the protocol for follow-up.
Voicemail Script
- "Hi there, BLANK with Real Geeks here! I wanted to follow up regarding your MLS approval and see if you need any assistance. I'm going to send you an email, as well as a text message to follow up with you and provide instructions on what is needed to get your MLS approval accomplished. In that text message will be a link to schedule a call with our team, if you need further clarification. Please let us know if you have any further questions and have a great rest of your day!"
- Once you leave the voicemail, you will send out the macro Onboarding::No MLS Approval VM to the client via email and fill out the necessary information regarding their approval.
- You will also need to send out a text message to the client using the MLS Approval Template.
- Once you leave the voicemail, you will send out the macro Onboarding::No MLS Approval VM to the client via email and fill out the necessary information regarding their approval.