Onboarding Scripts - Standard Onboarding Call

Before the Call

There are some preliminary steps that you can and should take to make sure that you are fully prepared for your call. Here are some recommendations to consider:

Check the Sales and POS notes to learn if/how the agent plans to get their website noticed.
Will they be going with our marketing department, running traffic blaster, or maybe running their own ads?

Use the sales notes to discover what makes the client excited about Real Geeks.
Try to spend a little extra time on these topics. We want to carry their excitement into their system setup.

Intro

“Hey CLIENT, this is NAME with Real Geek. Just giving you a call for our scheduled Onboarding call. Is now still a good time to talk?"

Agents are busy. Let’s make sure they still have the time to talk for your meeting 🙂

Be sure to be friendly and ”warm up” the client

This is their first real experience as a customer of the product, so we should be the welcoming committee and getting them started on the right foot ♥️

Try asking how their day/morning is, or if they’ve used a system like Real Geeks before

Set the Call Agenda

Ask if the client received your Agenda email

This helps us confirm the client has seen the info we sent them, and also confirms we have the correct email address for the client

Don’t need to cover it literally step-by-step. You only need a general timeline of topics

Typical Call Agenda:

Make sure the client can get to their account

Learn the basic steps to get the website up + running

Discuss a plan to get the client trained

MLS Approval

Note for Onboarding

Spend as much time as you can here. The Agent requires MLS approval as quickly as we can get it. If you have any spare time on the call, make sure that it is spent making sure the client knows where to go/what to do regarding their approval.

• “Looking at the agenda email i sent you…”
  • Every chance you get, make sure to reference the agenda email so we remind them to look there for help
• If a Client specifically asks for you to help them complete the approval…
  • Do what you can, but we also want to remind them that these steps can be completed over time, but that limits the time we have now to show off the rest of the platform (the stuff that brings agents value)

MLS Approval Resources + FAQ

What is MLS Approval?

• The Multiple Listing Service (MLS) is a feed of properties from a network of real estate agents, or the boards + associations that realtors work with.
• By default, Real Geeks websites do not display MLS data until we have received this approval from the client’s MLS board. Once we receive approval from the client’s MLS board, we will enable listing data and enable the search tool on the client’s website. 

Have a question about a client's approval?

• Put a message in the #approvals_billing channel found in the RG Slack OR reach out to the #onboarding_team channel and get some help from your fellow onboarders!
• Add @here to your message if the question is urgent!

Combo boards

• Some clients may be a member of multiple MLS boards, and may potentially want to include data from these boards on their website. We can accomodate for that, but it means we need to get approval for every MLS board. Study the notes from the Site Order ticket, carefully.
• On our end, this process is usually pretty easy on onboarding. Approvals will be responsible for noting any combo boards. If you don't see it on the ticket but think the client wants multiple boards, you can ping the approvals team in slack (#approvals_billing)
• If client mentions adding another board to the site, write down what MLS board they want in the site order ticket, then slack approvals (#approvals_billing) with this ticket number

Combo Board Cost

• We charge an additional $50 per board/ PER MONTH.
• Example: A client who wants 3 MLS boards will be charged an additional $100 per month to their monthly Real Geeks bill (2 additional boards x $50 per month = $100)

DMCA Notice

• Some MLS boards require that agents must be in compliance with the Digital Millennium Copyright Act (DMCA) in order to receive MLS approval. This law offers liability protection to online service providers from copyright infringement.
• Our external support doc on this topic has instructions that can guide the agent through these steps!

Website Requirements

• Some MLS boards require a few specific items/details must be visible on the website before the MLS can provide approval to the client. This list is usually similar across multiple boards, and generally consist of needing:
  • Logo of the agent's brokerage
  • Agent Contact Information placed in the website Footer

Additional Resources

• For more in-depth coverage of information, check out this awesome MLS approval reach out process script made by our friend, Clint!

Launch Website

Before the Call

Use Security Trails to view your client's domain name, and learn more about their MX + DNS Record-situation. Look to see if the website is already connected to another website and see when would be best to launch their Real Geeks website, or if we can launch immediately.

For our next step, I wanted to have a discussion about your domain name, and what steps we need to take to make sure your website is up and running in no time!

If client provided own domain name

• Ask the client if they have (or plan to have) a domain email. This is an email that matches their domain name (Example: the owner of www.michaelrocks.com also owns michael@michaelrocks.com)
• Confirm the registrar they are using, and explain how the launch process works
  • We will need to log in to the client's domain registrar and update their domain NAMESERVERS. The nameservers are what direct online traffic to the customer's Real Geeks website.

If client needs to purchase a domain name

• If the client is still on the fence about a name to choose, let them know that we do offer to purchase domain names for customers

Tips for Choosing a Domain Name

Please share our doc with the customer

• $20 domain limit
• Experts suggest using a ".com" domain name, but we can also buy ".org" or ".net" domains as well
  
  • people generally "default" to using .com when it comes to websites over .org, .net or .realtor
  • 46% of all websites use .com | 495 out of 500 fortune 500 companies use .com
• Include a city or location name over a realtor's name
  • Most people are more likely to search for the location name, and we want to optimize the website name to organically appear in search results so more leads can find the website easier
  • Website Example: homesinatlanta.com, condosforsaleboston.com, sellaustinland.com
• A Domain name can be released to the agent if they decide to leave us

If you need to purchase a domain name, ping the Onboarding channel (#onboardingteam)

• Please be sure to verify if the domain has already been purchased before pinging the team. Just search for the name on Godaddy to see if it's available or not
• Clients can only use 1 active domain name at a time. Clients can request that we purchase a second domain name, but it may only be used to replace the first name. We will not setup any redirects or anything like that
  
  • Also, agents must purchase any additional domain names (after the 2nd domain) themselves

Nameserver Instructions

In order to launch a Real Geeks website, we must update the client’s Domain Nameservers. Instructions for common Nameserver changes can be found below:

• Godaddy Nameservers
• Namecheap Nameservers
• Squarespace Nameservers

Website Build

Wizard Build

• Confirm the client has started the initial wizard. If not, please show them where to find it
  • Help the client where you can, but avoid completing the WHOLE wizard on the call because we also have to cover all the other topics too...
• If they completed the wizard: ask how it was. Feel free to answer any questions they may have, but quickly.

Custom Website Builders

• If the client has decided to hire a third-party vendor (Todd) during the sales process, make sure that the client has received Todd's website registration form. They cannot build the website until the form has been submitted, so this is a big priorty to complete for the client.
• If the client says they've completed the form, you can double check if the submission came through in Teamwork
• There is a 5-day turnaround time after the form has been submitted to the designer

CRM Setup

With the CRM, we want to show the client how to:

• Access the CRM
• Walk through the CRM Wizard together
• Explain the Setup Checklist and how agents can get setup quickly
• Ask about importing agent contacts

Access the CRM

• Take them to leads.realgeeks.com and request that they bookmark the page. It's important the agent visits the CRM at least once a day so they can monitor their lead's activity levels, and engage any person in converation

CRM Wizard

• designed to complete the absolute basic setup needed to communicate with leads
• Make sure the agent gets their email integrated, and their signature set up (at least)

Setup Checklist

• Use this resource to be shown the most important tools that need to be set up in the CRM
• Reference the support doc links, and make sure they are able to access them properly
• The checklist can be closed at any time, but can always be reopened using the "Setup Checklist" button in the CRM navigation menu

Request Lead Contacts

•  Don't be afraid to ask if the agent plans to bring in any potential leads, past clients, or their Sphere of Influnence (SOI) so they have an audience of leads to bring to the website immediately
• This is one of the best ways to achieve a "hot start" with Real Geeks because we can use the website to make stronger efforts to be connected with leads

Training

One last thing we wanted to mention. We have plenty of training and learning opportunities at your disposal. If you want to make sure you learn how to use the product, check out our free training library !

These trainings are:

• Success oriented
  • We took agent-best practices and tips to create training courses that are less focused on the technical setup, and taking real-world examples that agents would see every day with Real Geeks
    • I like to say that Agents get to look at these trainings through a "lens of success"
• Small-group meetings
  • The average group size is probably closer to 3-4 people per call, but some courses can be very popular and have more
• roughly 30-45 minutes in length
  • We understand that agents don't want to be there watching these videos, but we are keeping them as short as possible without skipping any important details they may need to hear

If an agent says they don't have time to watch videos:

• We want to remind them that they are making an investment for their business. If they're not willing to make that investment, they may be missing out on huge opportunities.
  • These trainigs are specifically catered to show agents how to find value in the system in as little time as possible

Closing

After covering the basic training, we want to make sure that we've covered all of our bases. This is also an opportunity for the agent to ask any last minute questions, too!

Here are the general closing steps:

• Call Summary
• Cover Specific Details
• Contact Real Geeks

Call Summary

Summarize the details discussed in your call. Make sure that you go over the "call flow" one last time and confirm if they have any questions

Cover Specific Details

If anything specific to this client comes up in convo, this is an excellent time to make sure you have confirmed that info with them.

Examples of this could be:

• Client asks a question you don't know the answer to right away
• Client requests change to search or some area of platform
• Clients wants to know more about a particular topic of the platform

Contact Real Geeks

Take the lead back to the CRM and click the question mark located at the top of the screen to show agents how they can receive assistance.

• Access how-to guides & videos in our Support Center
• Learn how to be more efficient agents with our free Coaching Videos
• Access the Real Geeks Support team by email (support@realgeeks.com) or phone (844-311-4969 extension 2)