Jen Barkan: Okay, so I don't know about you guys, but at the end of the day, after all is said and done, I've fixed dinner, I've cleaned up, I've done my chores, whether that be stuff with the kids or around the house, and I just wanna veg out and watch like stupid tv. Are you guys watching? What? What are you guys watching right now?
Danielle Ross: Yeah, so.
Stephanie Moffett: Yeah.
Jen Barkan: Go Danny.
Danielle Ross: um, I, I'm currently watching, um, show Gun on Hulu. It's like, um, this storyline of like the, this Japanese, um, clan I think that they call and, um, fighting with the. Portuguese and it's kind of, it reminds me of Game of Thrones. It's like a super intense drama. Um, but it's really engaging and, um, yeah, I just, I'm like hooked right now.
So that's the show that I'm watching and
Jen Barkan: That sounds, that sounds like intense. I, you know, I'm thinking more along the lines of like White, Lotus, um, or like, uh uh, what are we watching right now? Oh, we're watching Yellow Jackets. Did you guys watch that?
Stephanie Moffett: No, I've never heard of it.
Jen Barkan: Okay. Well. Um, I don't know compared to Shogun, I don't know this seems, but it's like a team, a high school team of like soccer players, girls soccer team, like they're plane crashes and they're out in the woods like trying to survive and there's like some eerie, like weird, freaky stuff that is going on, like, because they had to survive.
I, I'm only on like episode three, so I don't know what's gonna happen, but it is. Truly like, I don't know, mindless entertainment. What about you, Steph? What are you watching?
Stephanie Moffett: I'm watching. My Handmaid's Tale. I'm, I'm in, I'm deep. I'm deep. I started years ago and here we are.
Jen Barkan: Same. I also
Stephanie Moffett: to the end. We gotta like finish it out.
Jen Barkan: Are you, are you caught all the way up? Like are you through
Stephanie Moffett: Like I'm waiting for tomorrow. Like, I'm like, come on, what's gonna happen?
Jen Barkan: I'm right there with you.
And all I'm gonna say is like I was, I was really excited that Serena told that guy to go shove it where the sun doesn't shine and, and take her baby and get the heck out of there. So that's all I'm gonna say
Stephanie Moffett: Spoiler alert.
Jen Barkan: Yeah. Spoiler alert. But we don't know what's gonna happen next. So yeah, it's been, it's been good.
It's
Stephanie Moffett: it has been real good. I think this is maybe the best season maybe.
Jen Barkan: I don't know. I can't say it's a best season. It, yeah, it was starting out kind of rocky. I was like, oh gosh, this is gonna be the same thing. And why June? Are you going back there? Get, do not go back there. What are you doing?
Stephanie Moffett: my husband will mindlessly watch it with me. 'cause we usually watch it in bed when the kids are asleep and, uh, you know, all that stuff. And he's like, let me guess. She goes back to the place, she just escaped to go and do something else again. And I was like. Of course, like would there be anything else?
Jen Barkan: All I gotta say is if this does not end with her getting her other daughter out of there, I'm gonna be very, very upset. This has to happen. This has to happen. Okay. All right.
Stephanie Moffett: I'll just
Jen Barkan: Oh, you've, you've read the books.
Stephanie Moffett: I mean, I've got the synopsis of the books I did
Jen Barkan: okay. I can't, no, I can't. I
Stephanie Moffett: no spoiler alerts.
Jen Barkan: Okay. Okay. I'm just, I can't wait for, um, a house made to come out. Did you read that book? Did you read the house Made books? Okay.
Stephanie Moffett: but I did hear that that is coming out after this is over.
Jen Barkan: Go read. Go read Housemaid. I can't think of the name. It's like Housemaid something, but, um, really good. Okay, let's get in, let's get into this. Welcome to episode 38 With me today are is a superstar online sales team from Chesapeake Homes. We have the OG Stephanie Moffitt and her partner in Crime sidekick Danny Ross. Welcome.
Danielle Ross: Hello.
Jen Barkan: Is this your first time on online people talking?
Danielle Ross: Yes. For both of us. Yeah.
Jen Barkan: Is this your first time doing a podcast ever?
Danielle Ross: Yeah.
Stephanie Moffett: I think so.
Jen Barkan: Oh my gosh.
Stephanie Moffett: Look at you, Jen.
Jen Barkan: I know. Well, hey listen, that's what we do here on online people talking. We, um, you know, we started this to highlight online sales specialists out there doing some awesome things, and we're gonna get into why I wanted to have you guys on. But first we have to take care of a very important housekeeping item. That's our Tito shout out. Um, were you guys aware that we were doing these Tito shout outs? No. Okay. Well, let me tell you what that means. So, Tito
Stephanie Moffett: After your puppy, right?
Jen Barkan: Tito, like my puppy dog. There's his little painting back there, Mia. Did that painting for me. Um, but it does, it not only is for Tito, my puppy dog, it is for top industry talented OSC.
So each episode of op, we are doing a Tito shutout, and this episode goes to Kelly Brat of Creative Homes. Yay. And I'll tell you why. So she sent me an email she's been having, um. Over the last year and a half or so that she's been in the role, there's just been this, um, challenge or opportunity really to connect with her sales team more.
And she's been, you know, attending sales meetings, doing an online sales update at each meeting and really trying to connect with them and bridge the gap. And she sent me an email today and was like. Jen, I channeled online people talking, um, into my sales meeting today, and she said, I found myself saying, check yourself before you wreck yourself. And I, it just made me smile and I thought, you know what? Like, that's awesome. Like right now when we're in this, you know, little bit of a tough market and you know, consistently being in front of sales, talking about what you're doing. Being proactive in your communication is so important. So shout out Kelly.
Great job. You are a Tito, uh, this week, okay, let's get into talking about with our special guest and guys, what online people are talking about right now, which is why I wanna have you on, is, Hey, I need a backup plan. Hey, I'm, I'm going on vacation. What happens with my leads? What do I do? Or you know, we have a team, how do we do a lead rotation?
How do we do time off? Um, or even an even bigger thing, like I'm going out for an extended leave period of time. Like how do I, how do I get, how do I make sure all my leads are taken care of and everything's in tech? So that's what we're gonna be talking about today. And you two have really streamlined your program so well that I thought it would be great for you to share that. But first let's get to know you a little bit. So, Steph, what is your industry story in a nutshell?
Stephanie Moffett: Absolutely. So I have been in new home sales for over 10 years, and I started out very briefly on site selling at one of our communities. Um, we didn't have an OSE program. M set up. Uh, so once the executive leadership team saw the benefits, Jen, I think you were, you know, really into it at that point. You were probably one of my first phone calls that I've ever received.
When I did get the position within our team to help implement this department, um,
Jen Barkan: Wait, was I shopping you or was
Stephanie Moffett: you were. Yeah. Yep. I got a phone call from the sales manager, Carrie, who's now our VP of Operations, and she's like, here's a cell phone. She's like, and Jen Kin's gonna be calling you. And I was like, I'm still on site, by the way, still trying to showcase our model.
And I was like, what? Who? She's like, just answer her questions. You'll be fine. I was like, okay. And that was 10 years ago. And here we are.
Jen Barkan: Oh my gosh.
Danielle Ross: Wow.
Jen Barkan: Wow. So hold on. Was I, was I an OSC at the time and I was calling to pick your brain
Stephanie Moffett: I
Jen Barkan: was happening, to see what you did?
Stephanie Moffett: just to see what I knew. Basically, yeah. I think you and Carrie had like just talked about it or whatever, and I think you were like, I'm gonna call her. I'm gonna see what I can do.
Jen Barkan: Hmm.
Stephanie Moffett: But yeah, you were still at your company that you were
Jen Barkan: was still okay, so I was still at Rose and Wobble and I was doing online sales.
Stephanie Moffett: yep, yep. So,
Jen Barkan: Very
Stephanie Moffett: of my first interaction with you
Jen Barkan: I don't remember that stuff. I don't know that I ever knew that. Have we talked about that before?
Stephanie Moffett: um, maybe briefly, but unimportant.
Jen Barkan: Okay. Danny, what about you?
Danielle Ross: It's, it's just crazy hearing that 'cause like, that was basically my interview process. Like somebody from do you convert's gonna be calling you like we're gonna see how you respond to questions. Um, but. It, it, that's a part of the role, I guess. But, um, yeah, for me, I am coming up on two years here at Chesapeake Homes.
Um, and I transitioned into new construction from previously working in just the, like with a real estate agency company. Um, so first time in new construction, first time learning about what online sales is, and kind of just went into it blindly. But, um. I was given the best resource, my lead, OSC, Stephanie, who has taught me so much about this role.
And, um, really just everyone at Do Convert as well with the coaching. Um, you guys have kind of molded me and taught me so much about new construction and online sales and yeah, you've given me all the tools that I need to succeed in this role. So, yeah.
Jen Barkan: Well, thank you for saying that. But you know, it's been, it has been really cool to just, like Stephanie was saying, like watch. One from the, from a as a peer and just knowing Stephanie when she was first in the role and just kind of growing. You guys have just grown this program, um, to what it is now.
And you know, we, we sometimes get that question a lot as like, okay, I'm a solo OSC and, um, growing the program and then, you know, kind of what's next for me? And, and Steph, you've stepped up into that. Lead role kind of overseeing the program, which has also been really cool to watch and just see you grow and you guys are just crushing it over there.
Um, today we wanna talk specifically about like backup plans and like you mentioned stuff that you started out as a solo OSC. And if it was like what I did, you were working seven days a week, 24 7.
Stephanie Moffett: Yep.
Jen Barkan: Seven days a week like it was your program, your baby. Um, back when you were solo, 'cause we get this a lot, what did you do?
Like if you were gonna go on vacation, what was your backup plan? I.
Stephanie Moffett: so. We at that point would have somebody that knew surface level information. You know, at one point if I was going out for something extended, we had somebody from our marketing team who was comfortable enough to be on the phone and she knew enough and getting into the CRM and things like that. So somebody who could at least be the person on the other side just to, just to say, Hey, I see your phone call.
I see your lead. I will have somebody follow up with you and X, Y, and Z. So just a live person, because that's really all people want sometimes is just to hear somebody on the other side.
Jen Barkan: Yeah. And so, you know, live person, that can just be more of like reactive mode. Has general information. Can take a call, can, can get some, you know, basic info, pass it over to sales, put 'em in the CRM, right? Assign 'em to you so that when you come back you can follow up with them. And so I think first, like when you guys were identifying who this person was, like, talk a little bit about that, like.
Okay, who, who is this person gonna, because that's the first step. Everybody is like, okay, identify who this person is in your organization.
Stephanie Moffett: Yeah, so you know, I would. I just went to MA to management, and I was like, what? What are we going to do? And we went throughout, kind of like all the people, like who's gonna be the most comfortable on the phone, right? Because it's not just any person. Nobody's gonna just pick up the phone and be like, Hey, thanks for calling.
You know? So we had to make sure that it was the right person. And then we wanted to make sure that we could cross train them too, right? We wanna make sure that they're easily trainable for something that's gonna take a little bit of extra time, just in the beginning, but then become natural.
Jen Barkan: Yeah, so step one is identify. And so for Stephanie and, and Danny, you know, initially when she was solo, it was a marketing assistant, right? Or you know, somebody that was working under the marketing umbrella. So what we've heard from other builders that works is, you know, a sales associate, maybe it's a, a junior sales person that's coming up and, or an intern or somebody that can be cross-trained on how to do this, a marketing assistant.
Um, we've also had, like, when all else fails, uh, your manager can step in and field phone calls and put things in CRM. You know, what do you guys think about that? Can, what do you think about your manager stepping in to take calls?
Danielle Ross: I don't think she would wanna do it.
Stephanie Moffett: She would not,
Jen Barkan: if you're listening, they're both smiling and afraid of what to say right now.
Danielle Ross: No, my manager, no. She always, I know she prefers to text, like I don't think she would want to be on the phone.
Stephanie Moffett: Like send that in an email, send that.
Jen Barkan: Listen. Um, I just wanna encourage everybody who's listening that like, if, if all else fails, like. Your manager kind of stepping in for you and covering for you is a great way for them to quickly see what you do and understand like, you know, the call volume and lead volume and the conversations. I know in the past when I've had other managers do that, they come back and say, oh my gosh, like I had no idea what this job was like.
Right? Because they haven't sat in the seat before. And so, you know, again, it's, it's better for you to have at least somebody, even if it is your manager, take your call so that you can have some time off. And, and let's kind of talk about that for a second. Why is it important for you guys to have a backup plan and be able to walk away from it occasionally?
Talk Stephanie first, because again, as a solo, why is it important to do that?
Stephanie Moffett: You can burn out really easily and a false break is not a break. You think you're like, okay, if I'm not in the office, but I'm still taking the phone calls, or if I'm not in the office, but I'm still on the leads, like you're still thinking about work. You're still in your emails, and so you get kind of complacent and you're like, oh, I did have time off, but did you really?
So taking a break, mental health, get that checked. You know, make sure that. You keep yourself in check. If you need the break, tell somebody don't get burnt out. 'cause a burnt out OSC is not friendly, they're not helpful, they're just, here's another phone call I have to take, or here's another email I have to reply to.
Jen Barkan: I know speaking from past experience, I definitely was one that would be like, yeah, it's fine. I can go on vacation and take my phone and you know, in retrospect. I wish I hadn't done that. You know, I wish I had kind of let go of the control of, you know, it's not gonna be perfect, but I have somebody that can step in and can, I can at least unwind for a few days and can kind of manage and I'll clean it up when I get back.
Um, but the time off is definitely worth it. So don't wait until the day before you're going on vacation to figure this out. And we'll talk a little bit about the logistics here in a minute of the things. It's not just identifying who that person is, but then it's like figuring out, okay, what they're gonna do, what are the logistics?
Um, okay, so now let's talk a little bit about, um, now that you have a team of two, you know, and that's the thing. It's like Stephanie waving the flag going, okay, it's time to get another online sales specialist, right? And I'm ready. And it took you a lot, a little while to. Be comfortable with that. Right?
Stephanie Moffett: Yes, I was very like near and dear. Don't touch my leads. Don't touch my phone calls. Don't take those. Those are mine.
Jen Barkan: Right. And so what, finally, what finally like convinced you like, okay, like you're open to having a teammate.
Stephanie Moffett: Um, I saw the benefit. It was very much a quantity over quality, so I was like, Ooh, there's all mine. These are all mine. These are touch, I gotta touch, I gotta, I gotta gotta, I gotta keep going. And so I was only doing a little bit to each of them, right? Each of my leads was only getting a little bit of me.
But then once we implemented, having that second and having a partner, I was able to devote. More time to each of those leads and had a higher conversion.
Jen Barkan: Yeah. Okay, perfect. So when you, and that's the other benefit of having a teammate, is that you have an instant backup plan in place. Right. So talk a little bit about Danny, like when, um, like what is your current schedule like between the two of you? How do you, how do you rotate coverage or how do you, you know, how do you do your coverage?
Danielle Ross: Yeah, so we are each on, um, three days together and then we each get our two days off. So, um, working five days, three days on together, and then two days by ourselves. Um, yeah, and we just split the leads 50 50 and the incoming calls as well. So we both really are splitting that work. And then when we're on, um, by ourselves, it's a hundred percent.
Each of us. Um, and then of course we're awarded our two days off by having this structure that we have. Um, and that really just helps. Yeah. So that's kind of how Steph and I navigate doing this as partners here.
Jen Barkan: Do you guys kind of set your schedule like between the two of you, like at the beginning of the month? Like do you look at like, Hey, I have this going on. I need to have that weekend off, or talk a little bit about stuff like how you do your scheduling.
Stephanie Moffett: So we do it a month or so in advance, and that's exactly what we do. We start with like, okay, what do you need off? What days are you looking for? Is there anything special that you have going on? Is there any. Activities that are coming up, you know, now that we're getting into the summer months and things like that, we really wanna be cognizant of making sure that if you have something already scheduled, that we work around that.
And so, yeah, very much so. We look at to see, you know, what do you need and then how can we adjust accordingly? And you know, typically we're in the office together, working together, you know, those three days. And then each of us have the other two days that we're kind of just working solo.
Jen Barkan: Okay, perfect. Um, now if you have an extended. Uh, time off planned. Like, you know, Stephanie, you recently, you know, were on maternity leave. You're like, okay, I'm gonna be out for this extended period of time. Um, that's a different scenario than just being gone for a week of vacation. So you need a longer type of backup plan.
And, you know, sometimes if the market. Warrants it. You could maybe get by with just, you know, one person kind of managing it with some support. But because during the time you were gone, I mean, the market was still, you know, it was busy. There was a lot going on. You had a lot of stuff opening and all those things.
And so, you know, Stephanie, talk through what you guys decided to do there and, and how it worked.
Stephanie Moffett: Absolutely. Um, so we had an agent in training that was on our sales side, um, that was also assigned to do some special activities for the sales team. And so the executive management team knew that this person would be a great asset to cross chain them into the online sales program. And so what we did is I spent about 30 days.
Basically training them. They did the 30 day fast start. They went through truly like a new OSC so that they had the foundations that they needed to make sure that in the time that the, you know, the extended period of time that they were there, they were doing it to the best of their abilities. Um, we added them to the CRM.
We gave them their own, you know, phone number, signature number and things like that. Um. They were the OSC for the time that, you know, I wasn't there, which was extended four months. I mean, that's a really long time in in OSC terms, you know, to be out. And I had full trust that the person was stepping in, that they were doing great.
And then I had Danny as a great partner to be that lead for the new newer person, um, to make sure that, you know, they were there to feel supported. Um. To guide them and if there are any areas that I may have overlooked when I spent the 30 days training with them.
Jen Barkan: Mm-hmm. Yeah.
Stephanie Moffett: then what we did too is, you know, assign some of the leads that I was working with so that when they were being prospected, they were still being followed up with.
So there was no lapse of them hearing anything from Jesse Combs, no matter who it was.
Jen Barkan: Yeah. So what I heard you say there, I just wanna point out some really key, important takeaways, is that because you were gonna be gone for four months, it's like, okay, let's do some lightweight training. And you know, this person's really gonna step in as a temporary OSC, you know, with Danny, like work alongside Danny.
And so lightweight training being, you know, you put 'em through our online sales Fast Start program, like you said, just they can get some exposed to what an online sales specialist is. They had their own login to CRM, they had their own signature number, so they basically like took. Your spot temporarily for four months, essentially.
So the logistics side of that, um, looking back, it sounds like, and, and also it sounds like you guys were really prepared. You started planning this, you know, obviously you knew this was coming, you're gonna be out,
Stephanie Moffett: This time.
Jen Barkan: ah, this time. But, um, well after show, after show conversation, right? So if you guys hear that Stephanie knew this time she was gonna be out.
Um, so you started kind of planning that right ahead of time and like getting your ducks in the row. Um, and that was good. You were able to spend that 30 days leading up to it with them and, and get them comfortable and everything they, they were supposed to do. What are some things that maybe after the fact that you wish you had done, if there's anything, or do you feel like, and maybe Danny can answer this, like, do you feel like.
There was anything maybe you should have done differently with bringing in a temp?
Danielle Ross: Um, I mean, I think like, given the circumstance, I think we did the best with what we could and like we kind of filled in gaps along the way. Like if there was anything that, um, maybe, um, I. The temporary fill-in. Didn't know at the time, like I was, luckily I was still there and like had sat in the seat for a minute so I could like provide perspective from my point of view.
And um, yeah, I think we were able to like have each other's back and I'm really grateful that we had the backup plan in place too, because like. Just coming into the industry and then being like, oh, now my lead's out by like, figure it out. So I am grateful that, you know, like we still had some, like I felt supported in my role as well.
Not only Stephanie being out, but also knowing like I could still have my days off and, you know, still have that work life balance. So yeah, that was, um, super helpful for me. And then, yeah, I think we just, we filled in as we went along and like. I had a lot of fun and still kept doing the work and getting it done and yeah, I don't know.
Steph, did you feel like coming back into it like that, it was a smooth transition for you
Jen Barkan: Oh yeah, that's a good question. Yeah. Coming back,
Stephanie Moffett: Hmm.
Jen Barkan: you know, like, okay, I've been gone four months.
Stephanie Moffett: Yeah. I mean,
Jen Barkan: what can somebody, if somebody's listening to this, what can they expect if they're out for an extended period and then coming back?
Stephanie Moffett: So what to expect is it's not gonna be done your way, right? It's going to be done, but it may not be the way that you're expecting, but that's okay. That's okay. That's an opportunity for you to go back in and maybe I. Touch base with those leads again, or change the system or, or, or tailor it back to you, but to know that was your lead touched, not your lead.
Was that lead touched? Was the information provided, were they given in some form of a customer service? And if yes, then great. It was, it was done.
Jen Barkan: Yeah, that's right. I think that's the important takeaway for everybody listening is that you've gotta take some time to figure out what this is. Right? You, you know. So the first step, and I think Stephanie said this is going to your manager and saying, we have to figure this out. It's not on you to figure it out by yourself.
Now it's on you to help the, you know, on the logistics, getting that backup person trained and aware of like what's happening. But it's not on you to figure this out by yourself. So you go to management and you say, what are we gonna do if there's an emergency that happens? If I'm taking vacation, we need a backup plan.
Identify somebody ideally within your company. Could be a marketer, could be a sales associate, an intern, somebody in the front office, something, you know, somebody familiar with the company, right. Is always best. I've had some builders say, what about a, like a temp agency, like an outside, you know, temp. And I've had some builders try that and it has not, has not gone well.
Um, it's actually just created more of a headache, right? So internally, if all else fails for a couple of days or for, you know, a week's vacation, um, your manager can step in and put a bandaid on it. Um, some logistics that need to be figured out is, um, you know, when the calls come through, making sure, you know, your call tracking system is set up to forward to that person. So that they can answer the calls they need to know how to enter in a new call in lead into the CRM and one thing that we recommend is, okay, I am covering for you for a couple days. I get the call, I entered into the CRM, if I can set the appointment, great. Like, I'm gonna try to get them out there to the community.
If I don't, then I'm at least putting them in the CRM, putting in notes and assigning it over to the main OSC so that when the OSC comes back in, they can see, okay, these were the new leads that came in assigned to me. Then, then you guys pick it back up from where you left it. Right. And then, um, you know, the ELEAs that come in.
So figuring out, um, okay, who's gonna be paying attention to the ELEAs? Knowing how to rate them, you know, minimal things in, in the CRM, how to do a rating, how to start 'em on a follow up process, how to reach out to them initially. Um, are all things that you have to take into consideration. Um, anything else that you can think of that has come up, like within those logistics that maybe you didn't?
No until it happened even with the two of you. That's okay. If you don't have anything, I'm just wondering if there's anything that you guys have had.
Danielle Ross: I personally, oh, sorry. Go ahead. You go. Well, I was just gonna say like, I personally don't, but I, I feel like very fortunate I stepped into a very well-oiled machine. Like, like Stephanie has laid out all the framework, so I personally haven't, but Steph, what experience have you had?
Stephanie Moffett: I was basically just gonna say, you know, back when it was a solo, you know what, what did we do with those leads? You know, when they came into my inbox, but I was out and I wasn't monitoring my inbox, you know, they're reaching a dead end. We. Created like a rule, right? So in the, uh, email box, you know, create the rule that says, any email that comes from this recipient or this sender or this keyword, forward it to like who that backup person would be.
You know, would it be that marketer who would be that? So that they were still seeing in real time that they were getting. Those ELEAs to come through. So that was something that we did see that was working well at that point. But you know, then when we had my extended leave, that person was just added into the CRM, so they got their own leads.
So we've seen both sides of it.
Jen Barkan: Right. Okay. So that's good. So solo, OSC, um, set up a rule or filter in your. Your email inbox. So like, you guys use Lasso, right? So it's like, okay, if you, if a new lead drops into Lasso, you get that email, that email is set up to forward to whoever, whoever your backup is. So that then that alerts them.
Yeah, that alerts. Oh, okay. We have a new elea. I need to hop in there and call them and take care of that. Okay. That's great. Um, yeah, so again. Not, not for you to figure everything out, but for you to get the conversation started with management and start, you know, kind of diagnosing what your backup plan is.
Okay. Some fun questions. I think they're fun. We're gonna switch gears for a minute. Um, Danny, what would you say is the biggest win for you right now?
Danielle Ross: Yeah, so, um. I have been doing a lot of prospecting lately, and while they haven't all been converting, I have been getting a lot of great responses and lasso cleanup out of it. And so I just, I wanted to share that as a win because sometimes I can get in the mindset where I'm like, oh, is this even worth it?
Like all this prospecting, all this outbound calls, but it actually has helped me so much and you know, like. Actually getting an answer from people is allowing me to clean up my database so I know I don't need to follow up with them anymore. So it's saving me time and energy, um, like in the long run. So it's, that's been a win for me recently.
Jen Barkan: Prospecting for the win. Yay. I'd love to hear it. Stephanie, what about you?
Stephanie Moffett: Um, my win is that on our team, we've created a new, um, position. So we fall under the marketing umbrella. Um, and so one of our marketers had to move out of state for her husband's. Um, and so she was given a new position as our digital analyst and special projects personnel. Um, and so she helps with like marketing and OSC and numbers and conversions, and we do that weekly.
So it's really been super helpful to see like where that funnel is from lead. To OSC to sales and having it updated every Monday, and then that stuff given over to like the leadership team and they can analyze it, really helps paint a picture for OSC to say, yes, this position is still good, it's still working, we're still funneling it in, you know, and where can we focus?
And so that was going be the. Biggest challenge, you know, if we segue into that, would be that, you know, our prospects are a little shaky right now because of last month and all the announcements that have been made at the economy. Um, and so seeing where we can really focus in our needs based on our win of having Carly there and doing all of the kind of analytics for us will really help to focus, you know, where our prospecting needs to go.
Jen Barkan: Mm. Well, okay, so I have lots of thoughts on this, but I just wanna, I just wanna like. Add to this and say that you're right, right now, there is some uncertainty and not just with customers, but you know, within organizations like, you know, sales or like, okay, you know, they're pushing back maybe on some things.
You guys are looking at things. You're both getting pressure, right? From leadership and not saying you guys, but in general, like people are feeling pressure, like, oh my gosh, like. Economy's hard. Leads are down, sales are down, like what are we doing? Everybody's kind of looking at everything. And so really being able to drill down and look at the conversions on a community specific level, a market specific level, and kind of dive beyond the numbers, which sounds like that's kind of what you guys are doing.
That's huge and can be such a. Resource for you guys to, so that you kind of know like where things are at at a market and community level, like where you need to focus on, where you need to focus your prospecting efforts on. More like, Hey, we need more traction out here at Happy Acres. Like we gotta go in and really do some prospecting to assist the sales team out there.
Love it. Danny, what's the biggest challenge for you and how are you navigating it?
Danielle Ross: Yeah, so. I think, um, like. A constant challenge as an OSC is objections. Um, and I think for me right now, it's not so much the objection, but just how I'm responding to it and making sure that I'm staying like compassionate and understanding and providing the best customer experience that I. These prospective home buyers who are literally making the biggest purchase of their life.
And for me it's just understanding like if they're calling in and they're emotional, like I need to meet them where they're at. And you know, that starts first with taking care of myself. And I think, um, kind of circling back to what this is about, this podcast episode today is like taking time off. And, um, for me that can be even like.
Just taking a walk during the middle of my workday and even if I have my phone on me, just movement, trying to get out of my head and like recharge for a moment so that I can meet these, um, prospective home buyers where they're at and give them the care that they deserve. So that's been a challenge and that's how I'm navigating through it.
Jen Barkan: I love that. Yeah. You know, it's online sales is hard because you are that frontline person and most of the time people are excited. There are times where they have a lot of questions. They have anticipation or uncertainty or whatever. And as online sales specialists, you know, like we absorb all that, you know, we absorb all that energy, um, through the phone or through email.
Um, and so yeah, I love that. Taking some time. Recharging your battery. Take the time off. and make sure you have a flip of the switch plan in place. The other advice I wanna give you is, or give everybody who's listening is, you know, once you do get that backup plan in place, testing it out, making sure that it works.
Like take an afternoon off and hey, we're gonna test this and make sure that there's not anything that we forgot that we need to, to take care of. Um, love that. Okay guys, let's do a skills check because you gotta check yourself before you wreck yourself. Um, shout out Kelly. I still love that you use that in a training today.
Um, so you could have guessed it. Our skills, checks, skills check this week is to, you know, do you have a backup plan? What is it? You might even wanna create an SOP and document, like, here's what we do, um, when we, one of us is out and we need a backup plan. So take the vacation. First of all, identify who your backup is, or talk with the leadership.
Identify who your plan is. Your backup plan is work on the logistics. Now test it before you go. I can remember somebody calling me on their way to the airport. Going, Hey, I, I, I can't remember what I'm supposed to do in CallRail to turn the calls over. And I'm like, ah, no. Like, don't add that stress to yourself.
Make sure you know what you're doing before it's time to go. Okay. Last question for you guys. Are you down with OPT.
Stephanie Moffett: You know me.
Jen Barkan: Love it. Okay. Thank you for joining me on your first ever pod. It was a pleasure talking with you guys. Thanks for being here. Any final words for your fellow online sales peers listening?
Stephanie Moffett: process over perfection.
Jen Barkan: Hmm. Process over Perfection. I love it.
Stephanie Moffett: For that backup.
Jen Barkan: Okay. Process over perfection. Danny, anything from you?
Danielle Ross: and I, that was awesome. I'm just gonna exclamation point that. That's great.
Jen Barkan: All right. Thanks guys.
Danielle Ross: Thank you, Jen. Bye.
Stephanie Moffett: Bye.
