Jen
It's it's the end of the day. I'm so happy to be with you right now.
It's it's been it's been a doozy, but it's it's it's it's Tuesday and
I'm already like, OK, what am I going to do this weekend?
Mike Lyon
good, it's well it is Tuesday June 3rd
Mike Lyon
Wow, that's quick. A doozy of a Tuesday. A doozy of a Tuesday? anyway.
Why has it been a doozy, a doozy, a doozy day, Jen?
Jen
A doozy of a Tuesday and I.
You know, I don't know, Mike, I've been doing a lot of training,
right? I was doing a lot of training and and it just, you know, wipes
me sometimes. So but but I was thinking about this like, what does
Mike Lyon do on a summer weekend? Like when you're not basketballing?
What do you do?
Mike Lyon
I get it.
Mike Lyon
Uh, you know, lately it's been a lot of, uh, uh, what do you call it?
Uh, tootling, uh, chores. Like just like I'm redoing stuff around how
I planted some flowers. I redid a fence that was broken. I power
washed a roof. Yeah, it's weird.
Jen
Jen
that's precious.
Jen
kind of flowers did you plant?
Mike Lyon
don't know. Pretty ones, pink and white, I don't know.
Jen
like in your little flower beds. Okay, that's precious. Okay, like,
you know, just dad stuff tinkering, tinkering around the house.
Mike Lyon
Yes ma'am. That's what I'm doing. Thanks for. Yes. Tudor, I don't know
what it's called. Pitter pattering. Yeah, that I've made for myself.
But yeah, I'll go through a phase where I get weird, especially in the
summertime where I want to clean everything up, people are coming
over. But our back patio is chef's kiss, pristine, overlooking a pool
that we never swim in.
Yes ma'am. That's what I'm doing. Thanks for. Yes. Tudor, I don't know
what it's called. Pitter pattering. Yeah, that I've made for myself.
But yeah, I'll go through a phase where I get weird, especially in the
summertime where I want to clean everything up, people are coming
over. But our back patio is chef's kiss, pristine, overlooking a pool
that we never swim in.
Jen
your honey, your honey do list.
Jen
was gonna say, has anybody gotten in the pool yet?
Mike Lyon
No, I have it like once. No, nobody's swimming. Those ingrateful
degenerates. All right.
Jen
Well, listen, no, yeah, no, no, no better place. I'd rather be on a on
a woozy Tuesday than with you. So let's get let's get into it. Welcome
to episode thirty nine with me today is the one and only Mike Lyon.
How you doing? How you doing, buddy?
Mike Lyon
Oh man, it's a woozy of a twosie.
Jen
Uh, well, let's get into it. We got some fun stuff planned to talk
about today. Uh, stuff that makes me get, whoo, I get all, get all
fired up and excited. um, yeah. Oh no. Come on. We'll get on fired up.
Okay.
Mike Lyon
Heck yeah!
Is that your Uncle Baby Billy impression? Rawl, get on fired up.
Jen
But let's first talk about some housekeeping. One of the first things
we always like to do is our Tito shout out. Top industry talented
online sales specialist is our Tito award. This week goes to Cassie
Hamilton, who was a brand new OSC at MI Homes. And Mike, we met
Cassie. We just wrapped up our online sale. Well, we just kicked off
our online sales academy for the spring.
Mike Lyon
Right.
Jen
And Cassie was in that class. And afterwards, you probably don't know
this, but I'm going to tell you and everybody else, she sent me
pictures where she had created her workspace and she had up all the
like process diagrams pinned up around her so she could keep that at
the forefront of what she was doing as she's learning the role, as
she's managing. And I said, you know what? That's a pro. That's a pro
in the making right there.
And Cassie was in that class. And afterwards, you probably don't know
this, but I'm going to tell you and everybody else, she sent me
pictures where she had created her workspace and she had up all the
like process diagrams pinned up around her so she could keep that at
the forefront of what she was doing as she's learning the role, as
she's managing. And I said, you know what? That's a pro. That's a pro
in the making right there.
you know, coming off of OSA, you know, I'm always reminded that, you
know, anybody can, can sit through a training or can watch a webinar
or can read a book, but those professionals that take what they learn
and apply it and put it into practice, those are the people that are
the superstars. So shout out to Cassie.
Mike Lyon
I love that. Good job, Cassie. know, some people might call it brown
nosing. We call it just, you know, doing good work and applying it.
Knowledge is one thing, but application is completely different. It
was a fun class. had a great time over those three days and we're
still rolling.
Jen
Ha!
Jen
That's right.
Jen
Yeah, we did have a good time. We did have a good time. Other
housekeeping things, you know, I've got Summit on the forefront of my
mind.
Mike Lyon
Dude, seriously, Jen, chill, like the other day we were doing our
weekly meeting and she goes, hey, I wanna talk about Summit content
and I like held up my hand counting, I'm like, we're like five months
out, what do you want me to do, what? But listen, that's how diligent
and professional Jen Barkin is. She's already thinking about what our
online sales specialists are gonna want and need and love and it's
coming out and the seats, are a-filling.
Jen
Mm-hmm.
Mike Lyon
so we're excited about Chicago. got some great speakers. Go check it
out. online sales summit.com.
Jen
man.
Jen
It's official. Yeah. No, we're excited. We're getting prepped. All
right. Yeah. So Mike, what are online people talking about right now?
We've been hearing some scuttlebutt.
Mike Lyon
It's always, you know, that's our advertisement. Yeah, we're excited
about it.
Mike Lyon
there's some rustling out in the OSC woods and even just for home
builders. There's some cracks forming in the market. Okay, that's
fine. The smart builders and the smart money, they're gonna keep
selling no matter what. what's interesting is we're starting to get
some of those people complaining.
Jen
Mmm.
Jen
Hmm.
Mike Lyon
And some of them are complaining about like how the responsive, how, I
shouldn't say the response, how sales teams are responding to a little
bit of pressure of like, tell me what you're doing. What's what's your
conversion rates like what's going on. And there's a little bit of
that finger pointing pointing happening in the notes. Jen wrote down,
you know, people are saying they suck. I don't know if I've heard
anybody say that appointment suck yet, but what's a nicer word of
that.
Jen
Well, I want to be open and vulnerable here. And when I was in the
seat, I don't know if this happened to you, Mike. I I literally had a
salesperson say, these appointments suck, or these appointments are
trash. They're garbage. Yeah. did that ever happen to you?
Mike Lyon
yeah.
Mike Lyon
different words, but basically, yeah. A few sales reps who are, you
know, thought.
Jen
How did that make you feel?
Mike Lyon
That made me feel very competitive. I was like, compared to what?
Jen
Ha ha.
Hey. Okay. Well, I always ask that question like when, you know, if we
do hear that right from an online sales specialist, like how does that
make you feel? What is your reaction? I know when I was in the seat
and that happened to me, I was like, yeah, well, I'm going to show
you. Like I got, it made me get fired up. And I looked at it like a
challenge.
Hey. Okay. Well, I always ask that question like when, you know, if we
do hear that right from an online sales specialist, like how does that
make you feel? What is your reaction? I know when I was in the seat
and that happened to me, I was like, yeah, well, I'm going to show
you. Like I got, it made me get fired up. And I looked at it like a
challenge.
Mike Lyon
Yeah.
Jen
you are going to like these appointments. You are going to like me.
You are going to see my value. And so, you know, this is a real thing.
And I think, Mike, you can agree with me that this kind of comes up as
the market shifts periodically. We see it more like you're saying when
things get a little harder, when the buying cycle goes a little bit
longer and everybody's kind of looking under the hood, under the
kimono.
and going, what are you doing? What happened here? What are you doing
in your CRM? And so we just want to bring this to the forefront and
really talk about it together because we're going to...
Mike Lyon
We're gonna air everybody's dirty laundry on the podcast. Why not? We
won't say names.
Jen
No, no, but you had a scenario recently, right? Where you...
Mike Lyon
I did. And well, it's funny when you were talking and maybe think of
the last builder I was at where I wasn't doing online sales, I was
doing sales. And before I came, they had no CRM, no real good website,
no model home, no sales process, no nothing. Right. And by the end,
when the market turned south, they really felt the pressure. And I
remember my own, one of the owners coming in, his name is Dusty walks
in, he's like, Mark, what are you doing with the CRM? And I just
looked at him. I was like,
You didn't even know what a CRM was a year ago. Why are you asking me
that question? And that's just an example of pressure of like, we got
to do something. The market's not doing what we want it to do. And so
we're going to turn over, like Jen was saying, every, every little
thing. And yeah, I had an experience where I was prepped kind of
before a coaching call, cause I've taken over some clients here in the
interim.
Jen
Yeah.
Mike Lyon
And I was prepped before that like, they were getting feedback because
a new sales manager was out getting feedback from sales reps. And the
sales reps were basically saying, we're not real excited about these
appointments. We don't feel like they're qualified. That's the, that's
the politically correct version. Well, when we got on with the online
sales specialists, I'm not saying names. know you're probably
listening, chill out. Nobody knows who you are. They're like, Hey,
this happened. And.
Jen
Mm-hmm.
Mike Lyon
man, like what are we supposed to do about our sales reps kind of
throwing shade at us? And I was co-coaching with Melissa and Melissa
kind of get into some tactics. And then I just kind of pause and I
said, Hey, before we get into more tactics, I want to just ask you,
how does that make you feel? Just like you said, Jen, how does that
make you feel? And, know, I felt bad. I felt, it makes me worried. It
makes me feel like I don't see the value in our program. Like that's
the most important first, like, cause we're supposed to be working as
a team.
Jen
Yeah.
Jen
Mm-hmm.
Jen
Right?
Mike Lyon
And anytime someone says, I don't like what you're doing. You could
feel a certain way. I get it. I want to throw up a middle finger at
them and say, I'll show you know, whatever. other people can get up.
Like there's just different ways. So I first wanted to get to that
and, and, and address that because in a challenging market,
everybody's stressed and that stress rolls downhill. Now the second
thing.
Jen
Mm-hmm.
Mike Lyon
I really did ask like, like compared to what like not good compared to
what. And so that's the first place my mind goes is like one is has
our appointment to sale declined? Have we seen something happen? We
went and looked at that. had nothing had changed. So it was just
feelings about a certain thing. And then just really helping them
understand what is, what is a good conversion? What's a bad
conversion? So let's just compare it to the benchmarks and look at
that data.
I really did ask like, like compared to what like not good compared to
what. And so that's the first place my mind goes is like one is has
our appointment to sale declined? Have we seen something happen? We
went and looked at that. had nothing had changed. So it was just
feelings about a certain thing. And then just really helping them
understand what is, what is a good conversion? What's a bad
conversion? So let's just compare it to the benchmarks and look at
that data.
Jen
Right.
Jen
Right.
Mike Lyon
And we'll talk about something that everybody can do here in a second.
But I think it's as important. want to go Jen real quick before we get
into some of the next stuff we can talk through about how to deal with
situations like this, whether they're subtle or not so subtle is let's
just take a historical step back and remember what, what conversion
rates used to be like, what conversion rates used to be like in 2010
were one out of three appointments converted.
Jen
Mmm.
Jen
Mm-hmm. That's right.
Mike Lyon
to a sale, okay? You start to fast forward and now where are we at?
We're like at 20 % conversion, so that's one out of five.
Jen
Yeah. One out of five.
Mike Lyon
So when you throw that out there, like that's what it used to be, but
why did it used to be like that? Well, there was a limited amount of
online traffic going through and phone traffic and more of it was
weighted towards, towards walk-in. Okay. So you started to see that
start to shift, but our contribution was only 30, 40%.
Jen
Mm-hmm.
Jen
Yeah, contribution. was going to say contribution. I feel like was
even like 20 to 30 % at one point during that time. Yeah.
Mike Lyon
Yes.
Yes, was like 30 % was kind of a round number. So fast forward to
COVID. We got everybody used to making appointments. Some people were
appointments only get on a priority list. That's the only thing that's
going to happen. Customers got a taste of the drug. like it. And then
they were hooked on this process of researching online and all that
stuff. And so we shifted a lot of walk-in traffic over to online
sales. Okay. That's great. What's going to naturally happen?
Jen
The max. Yeah.
Jen
Yeah.
Mike Lyon
we're going to start getting an average that starts dropping more
towards a conversion rate of online traffic and online traffic versus
onsite traffic. The conversion rates were different, right? We would
convert at 30%. On-site might convert at 10 or lower or six. We start
blending that because more walk-in traffic, quote unquote walk-in
traffic is coming in through us. So just understanding that changes a
quality of an appointment to get closer to
Jen
Mm-hmm.
Mike Lyon
walk in, but still higher. We're still converting higher. And that
Jen, like just taking a quick trip down memory lane gets us to what I
asked them to do is like, okay, everybody is feeling a certain way
about your appointments. Why don't we show them the math and you've
got to break it out.
Jen
Mm-hmm.
Jen
Right. Yeah, like first step, like check your feels, but then go, OK,
we got to remove the feeling really out of a lot of things that you
do. Like, let's let's remove. Let's put the feelings in a box on the
shelf for a second. Right. Right. Let's hug yourself and then put it
away and then go, OK, what what are the facts? Like, what are the what
are the black and white numbers?
Mike Lyon
Yeah.
There's no crying, there's no crying in online sales.
Jen
because that data is going to tell a different story. And so what did
you do with the team?
Mike Lyon
Absolutely. So we talked him through that. said, I want you to just go
break out a community. Can you guys do this? And they're like, yeah,
we can do this. Let's take this one community. What was their walk-in
traffic conversion? And they're like, gosh, we don't know. I go, well,
let me show you how to break it down. And so we pulled it out. go,
what was your total traffic? I'm using round numbers because I don't
remember exactly. But it was like, OK, their total traffic was 38 for
the month. OK? Great. I go, how much of that was your appointments?
And they go, eight.
Jen
Yeah.
Mike Lyon
Okay, pull out that eight. So they're walking traffic and everything
else was 30. And your online appointment were eight. And like, okay, I
go, what was your convert, how many sales came from your online
appointments? And I think it was like three. And I go, what about the
30? And they said four. And I go, so technically speaking, volume wise
more conversion rate, way less.
Jen
eight.
Jen
right?
Mike Lyon
Because what most people do is they take a blended average of their
conversion rate and say, this sales rep or this community is
converting at this amount. And that's assuming they're actually
putting in all their walk-in traffic. Spoiler alert, they don't do it.
They're not putting in all their traffic, bless their hearts. We love
you salespeople. We love you salespeople, you're not doing it. So if
they're being honest about their traffic, that probably drops even
more.
Jen
Mm-hmm.
Jen
No.
Jen
We love you salespeople. We love you salespeople.
Mike Lyon
And so when you compare it, it's like, okay, yeah, maybe you're only
converting at 17%, which that doesn't seem high. We like to be at 20,
but they're converting at five or six or whatever it is. Right. But
they blend that average and say, well, we're converting at 10 when you
lump everything together. Well, yeah, you took three out of the eight,
which is really high conversion rate for online sales like that in
itself was like 30 something percent. So going through with each one
of when they say, I feel like your appointments aren't good. go, tell
me more about that. And let's look at the numbers.
Because usually the numbers will give you a different story. And hey,
guess what? If it is, if they're converting at 20 % and you're
converting at 20%, then it's even. And yeah, you might want to look at
that. Is there a lead quality issue? there all that stuff that goes
into it? We can look at that, but just helping them kind of take a
beat. Don't be defensive, step back and let's look at the real
numbers. I think that's super important in this market because it is a
street fight.
Jen
Yeah.
Jen
Yeah, that's.
Mike Lyon
with every single lead just to get them excited enough to walk in the
door.
Jen
That's huge. And a lot of people just have these knee jerk reactions
of jumping in to try to fix it when there might not be something that
needs to be fixed. It just needs to be looking at the data for an
explanation. So I love that. I love that you did that with the team
and what was there? Yeah, good job. And yeah, you're welcome. And what
was their response? They felt better. They were like, okay, we're
going to hop on this. We're going to do it.
Mike Lyon
Right.
Mike Lyon
thanks, Jen. I appreciate you.
Mike Lyon
well, nobody likes to do math. So I don't know what they thought about
the homework, but, they did send an email afterwards and said, you
know, thanks for talking to us off a ledge. We feel a little bit
better. And it really wasn't about feeling better. It was just like,
I've been doing this long enough, Jen. I've been doing it for 20
years. I've been D by C 16 years old. We've seen it all. And I.
well, nobody likes to do math. So I don't know what they thought about
the homework, but, they did send an email afterwards and said, you
know, thanks for talking to us off a ledge. We feel a little bit
better. And it really wasn't about feeling better. It was just like,
I've been doing this long enough, Jen. I've been doing it for 20
years. I've been D by C 16 years old. We've seen it all. And I.
could honestly say at the beginning when I would hear stuff like that,
I would get all tilted for like three days. What do you mean? And it's
like, nah.
Jen
Yeah, exactly. Same.
So let's talk about the like, you know, okay, obviously this is the
most rational, smart first thing that you should do. It is like,
seriously, like wish I thought of that, but you know what? Here's what
I'd say. I would be like, okay, like I'm calling you. I want to talk
through why you think this is not, but here's the next thing that you
want to obviously do is one you do need to check yourself.
Mike Lyon
thanks.
Mike Lyon
Sure.
Mike Lyon
Right.
Jen
Like after you've gone through the math and you've looked at things
and you looked at the data, you always want to continue to check
yourself. You know, look at the appointment quality. Like, are you
doing what you're supposed to do on your end? Do you have good notes
in there? And in this market, you know, what you find out, what you
don't find out about the prospect is almost as important as what you
do find out.
If you're feeling that buyers are more guarded right now, which they
are, we're hearing that from people, then they might be less, you
know, open to telling you about what their budget is or whether
they've talked to a lender and all of those things. Is that going to
prevent you from setting an appointment? No, but you're going to get
that information. You're going to put it in the notes and you're going
to communicate that over to your salesperson. Communication is key.
Mike Lyon
Yes.
Mike Lyon
Communication is key. So make sure you're all these things. One thing
that I encourage you to just check yourself on is when you do get that
engaged person, because you do know people are in the research stage
right now and they're just checking things.
Communication is key. So make sure you're all these things. One thing
that I encourage you to just check yourself on is when you do get that
engaged person, because you do know people are in the research stage
right now and they're just checking things.
Jen
So just make sure you're doing all those things. One thing that I
encourage you to just check yourself on is when you do get that
engaged person, because we do know people are in the research stage
right now and they're just checking things out, don't immediately go
for the appointment right away. Spend some time talking with them,
building rapport, asking them questions, and then move into a
discovery tour.
Mike Lyon
That's right.
Jen
you know, tell them that that's the next step. Warm them up. Yeah.
Mike Lyon
Yeah, you got to warm them up. that's interesting. When you said like,
thinking about quality level, because our thought process is in this
market, when in doubt, send them out. Because there's not a lot of
sales reps that are complaining about too much traffic that they can't
handle it, right? I mean, that one example of 39 a month, whoopity
doo-dah, that's like one and a half people a day. Congratulations.
What's interesting is we kind of went a little bit further.
Jen
Mm-hmm.
Jen
Yeah.
Jen
Right.
Jen
Mm-hmm.
Mike Lyon
conversion rate from appointment to sale is lower than our benchmarks
historically. Like so that hasn't changed but it's still lower. But
the question is like, let's just flip that around to the sales rep.
Pretend you were talking to the sales rep who said your appointments
aren't that good and you show them kind of what you're doing with your
appointments and you ask them, would you like me to not send them out?
I said, how many sales reps do you think would tell you, yeah, why
don't you just hang on to them until they're ready to go? The answer
is.
Jen
Historically. Right.
Jen
Mmm.
Jen
Yeah.
Mike Lyon
zero or if there's one you're fired because that's dumb. Like no one's
gonna tell you to slow down and not send an appointment because
they're not gonna buy this month. That's the job of the sales rep. You
gotta do something that makes it enticing enough for them and it's
really hard for online sales to do that because they're not in front
of the actual product or in the community or getting a feel for the
wind blowing in the har.
Jen
So you're saying use the takeaway clothes? Takeaway clothes?
Yeah. Yeah.
Mike Lyon
You know, as they walk along the trails and you know, you just can't
do that. You can't experience that. emotional peak is when they're in
front of a salesperson and you just have to communicate that. Like not
everybody's going to be like with a check and a pen and a mother-in-
law and their financial advisor and their, you know, therapist ready
to buy a house. This is just the process of continuing.
Jen
And a heart.
man.
Jen
Yeah. Yeah.
Mike Lyon
down the research road. So yeah.
Jen
So I think Mike, here's the next thing I think we all need to remember
is that there needs to be a resetting of expectations. And exactly
what you just said needs to be shared with the salespeople and just
understanding like, like here's where we're at in the market. Here's
what we're seeing. Here's what we're hearing on the phone. Here's how
consumer sentiment starts at the beginning, you know, how they're
feeling at the beginning of their journey.
You know, here's what I've learned of how to, you know, keep the
momentum going right now in this market where there might not be as
much urgency. What can online sales do to keep the momentum going and,
getting butts in the seat out there at the model home builds the
pipeline for the future. And so, you know, online sales, I encourage
you take some time to talk about that. Like at a sales meeting, talk
about what you learn on the podcast, what your
Mike Lyon
That's right.
Jen
hearing out there in the market what you're seeing and don't be afraid
to share that with sales so that they understand.
Mike Lyon
Yeah, and listen the transition from a hot market to what we're in now
was gradual and then sudden and So there is some amnesia and there
might be new sales reps so the combination between new person in this
new market and amnesia which is prevalent and They're like, what do
you mean? Like do you not remember when we were on priority lists when
we were telling people like oh you want to buy a house? Okay, that'll
be nine months
Jen
Woof.
Mike Lyon
It was, that was equally hard. So now we're just moving back to where
we all have to get to work and not everybody's cut out for this type
of work. That's fine. but again, the smart money, the smart builders
are going to make it through this process, this, this market and this
process, and they're going to be fine. And that's what we're here for.
We're just to guide you through it. This guy.
Jen
I have PTSD.
Jen
Man, this is...
Jen
This is fun. This is fun. Man, it's like, you like a challenge? Let's
go.
Mike Lyon
That's right. Let's go. You got to get your tough market degree and I
feel like I'm your daddy. I feel like
Jen
Hey, good way to work that one in, buddy. I'm everybody's daddy.
Mike Lyon
I feel like I've been raising you.
Mike Lyon
for the
Jen
Hey, hey, if anybody knows what that's from, send me an email and you
will get a special present.
Mike Lyon
That's right, that's right. We're not gonna tip them off. We're not
gonna tip them off of our shared love. Okay, so I think that's what we
got, Jen. And honestly, I don't wanna downplay or joke too much around
challenges because there are some builders that are gonna go through
it. But anybody who's a diligent and dedicated worker, it's gonna be
just fine. Just fine. If you're leveraging your tools and you're
learning.
Jen
No, we're not going to tip them off. All right. Yeah.
Jen
Heck yeah.
Mike Lyon
how to be efficient and you are taking care of your customers, you're
gonna be fine. In the home builder space, you're gonna be fine. So
anyway, just a little word of encouragement.
Jen
man, I just, and I see online sales specialists out there right now
just really dialed in and doing what they need to do. Just the
feedback I'm getting. So that's really exciting. You guys keep doing
your thing. Okay. Skills check because you got to check yourself
before you wreck yourself. We kind of already said a couple things
here, but you guessed it. You got to do some math. So, Hey, I know, I
know we just lost. We just lost our listeners.
Mike Lyon
Yeah.
Mike Lyon
jeez, Jen. Come on. We lost the audience.
Jen
But hey, this is really important and leadership will think you're
geniuses. So go and figure out, look at each community, figure out
what the appointment to sale is for online appointments and figure out
what your on-site traffic to sale is. You may need to get some help.
You may need to enlist somebody to look at this data with you. But
man, that is going to be very telling. And what a cool
But hey, this is really important and leadership will think you're
geniuses. So go and figure out, look at each community, figure out
what the appointment to sale is for online appointments and figure out
what your on-site traffic to sale is. You may need to get some help.
You may need to enlist somebody to look at this data with you. But
man, that is going to be very telling. And what a cool
story to tell and to show and listen, you got to know your numbers to
know where you're going and what you need to work on.
Mike Lyon
Right. Well, I think I'll, I see your math and I raise you some
algebra or whatever. think it's important to do this by community,
obviously, but then if you have communities of multiple sales reps, do
it for the sales reps too, just to see how they convert in general and
convert your leads. Because what is interesting is the online sales
team is truly the filter. So
Jen
Okay.
Jen
oooo
Mike Lyon
You know, let's say your online sales specialist is setting these
appointments for two or three different sales reps in a big community.
The appointment is basically going to be the same, same type of
qualification, same process and all that. So we know it's made it to
this filter. So technically they should all be converting the same if
they're good salespeople. But sometimes you'll see like salesperson A,
salesperson B converting just fine. Salesperson C hates internet leads
for some reason or whatever.
Jen
Mmm!
I see.
Jen
Spicy!
Mike Lyon
Say it is spicy. So again, your job is not to point it out and be the
conversion police. Your job is, let's just role play this, Jen. All
right. So Jen, you be the cranky sales rep who I'm sitting down and
we're having a meeting because we got to come to terms on my bad
appointments. Okay. So what are you saying to me? Go ahead and just
get mad at me.
Jen
Mike, these appointments are garbage. Like, I don't have time for
this.
Mike, these appointments are garbage. Like, I don't have time for
this.
Mike Lyon
Jen, I am so sorry to hear that. Why do you think that?
Jen
They're just not qualified. I mean, they come out here, they got bad
credit. don't, you know, this is just not good.
Mike Lyon
What does that compare to? Are you comparing that to your walk-in
traffic?
Jen
Yeah, I mean, get way better. I get way better conversions from my
realtors that that bring me leads and, and people walking in.
Mike Lyon
Hmm. Now this is the important part, Jen. This is the important part
right here. Hmm. It's the chin rub. Hmm. That's interesting. Jen, you
know that your conversion to from walk-in traffic to sale is at 5%.
Did you know that?
Jen
That's interesting.
Jen
Yeah, right.
Mike Lyon
That's what the numbers say. Do you know your conversion from
appointments to CLR? From me?
Jen
Probably 2%.
Mike Lyon
17%. It's three times higher.
Jen
wow. wow.
Mike Lyon
Love you, bye. Here's your Starbucks and you throw their Starbucks in
their face. I brought you a Starbucks, here you go.
Violences, I don't condone violence. just want everybody to know that.
I don't believe in it.
Jen
No, that's perfect. I think you got to be ready. Yeah.
Mike Lyon
But you gotta be like, knowing your math, that's the homework. You
gotta know that so that someone says, I need to talk to you about
this. Or maybe you need to talk to them. Because they're not doing the
handoff process or they're not treating their appointments right or
they do have like a feeling away about this. mean, bless her heart,
that was Angela for me. She just thought she should be doing my job.
And I just told her too bad, so sad.
Jen
Yeah.
Jen
Yeah. Yeah.
Jen
Yeah. Scott, Scott was mine. mean, God love them. Scotty. man, Mike,
this has been fun. It's a loosey Tuesday. thank you guys for tuning in
and we will see you next time.
Mike Lyon
You know what? It's a woozy Tuesday.
Mike Lyon
Thank you everybody.
