April 11, 2025 • 32 mins
Your online reputation isn't just important—it's essential in today's digital-first marketplace. With 93% of consumers reading online reviews before choosing a professional and 88% trusting these reviews as much as personal recommendations, reviews have become the silent sales team working behind the scenes for successful real estate professionals.
This episode dives deep into creating a bulletproof system for consistently gathering powerful client testimonials without feeling pushy. We break down exactly how we've built our impressive collection of over 300 five-star Google reviews and share the strategies you can implement immediately to strengthen your online presence.
We explore which platforms matter most (start with Google!), why agents on teams should establish their own review profiles, and how new professionals can begin building credibility through character reviews. You'll learn about the psychology behind effective review requests—timing them at emotional high points in the client journey when gratitude is at its peak.
The most valuable insight might be the simplest: most professionals know reviews matter but don't have a systematic approach to collecting them. By implementing our weekly "review time" strategy and making the process frictionless for clients with QR codes and direct links, you'll transform occasional testimonials into a consistent stream of social proof that drives new business your way.
Ready to build your reputation and let your past clients sell for you? Take action today by implementing just one strategy from this episode. Your future self (and business) will thank you!
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Did you know 93% of consumers read online reviews
before choosing who to work with?
That's what we're talking abouttoday Reviews how important
they are, how to get them.
Basically, reviews are yoursilent sales team.
They're your silent assassinworking behind the scenes.
There's a lot of people outthere that don't get reviews at
all.
They don't have a site to evenget the reviews.
(00:22):
So if that speaks to you,you're going to want to hang
around and listen to thisepisode.
This is the secret saucepodcast with Chad Treese and
Lacey Moores, where we want tohelp people build big businesses
and live big lives, and wethink that there's not a magic
bullet for doing that, but thereis a secret sauce.
So a lot of these are going tobe just the ingredients that can
(00:42):
help you make up a secret sauceto build a big business and
live a big life.
Let's get into it.
Welcome back everybody to thesecret sauce podcast.
I'm Chad Treece here with LaceyMoores, Super excited about
this topic because I think thisis going to hit home for a lot
of people.
A ton of agents I talked to,lenders included.
(01:03):
They do not have a system forgetting reviews.
They probably know howimportant they are.
If you don't know how importantthey are, then, wake up Right
for sure, but you've got to havea system for getting reviews.
So today we're going to talkabout a bulletproof system how
to create a bulletproof systemfor how to get reviews without
seeming pushy, consistentlyconsistently.
(01:26):
That's the ticket that's theticket, um, and there is a
pretty easy step-by-step systems.
There's a few different ways tohow to do them, um, just for a
reference, um, we've got ourgoogle page.
That's where we push prettymuch everybody, um, so you
understand that I am a littlebit of a subject matter on this
is that we have, at the time offilming this, 309 Google reviews
(01:49):
, uh, rated 5.0 on Google, andwe'd have people tell us all the
time we found you on Googlesearching.
Um, so it is super, superimportant, uh, and let's talk
about it.
Yeah, all right.
Speaker 2 (02:03):
So wait a second.
Let me ask something about that.
Yeah, all right, so wait asecond.
Speaker 1 (02:06):
Let me ask something about that.
Speaker 2 (02:06):
Okay, that was really big.
So you have people reach outall the time directly to you
that have found you first.
Speaker 1 (02:13):
Yeah, just in a Google search.
Speaker 2 (02:14):
Your Google search and if you really stop real fast
and think about this, there areprojections of where industry
could be going, projections ofwhere industry could be going
Right, and we don't know if thisis any of this is true or not,
but that people will be findingtheir lenders, then realtors,
(02:34):
first online before they contactanybody.
Speaker 1 (02:39):
Finding the lender before the realtor.
Speaker 2 (02:41):
Could be potentially, but.
But they're going to go onlinefirst.
Speaker 1 (02:45):
Yeah, I mean there's definitely a huge shift, as you
know, generation like just thedifferent generations and people
get younger and younger.
People who've grown up with aniPhone in their hand, right,
right, that just their automaticdefault setting now is just
everything check online.
Yeah, there's going to be toolsfor AI to be doing all that for
people.
The direction we're headed iscertainly tech driven.
Speaker 2 (03:10):
So huge what you're going to cover here today.
I just wanted to stop becauseit is so like if we just said
wake up if you're not, but evenif you're doing them at a small
level like this is such animportant thing for our future.
Speaker 1 (03:24):
Yeah, a lot of people , I think, have a, like I would
say there's, there's two camps,there's people or there's
multiple camps, but, uh, whowe're talking to today is
probably people that have noteven set up their own google
review page or review pages.
Different profiles, there'sdifferent places.
You can do it we'll talk moreabout that, uh, in a few minutes
but, um, so there's some peoplein that camp and there's people
that, yes, they've set it up,but they have no system for it.
(03:47):
They have no process for it.
If people kind of stumble ontoit and leave them a review, they
feel great, but they just havenot systematized it.
So I want to talk about abulletproof system that people
can implement today.
Come away from this, implementand have something that can
actually be working for thembehind the scenes, like we said,
that silent sales assassin.
Speaker 2 (04:04):
So good, let's do it.
Speaker 1 (04:06):
All right, um, so got a few stats, started off the
episode with a stat, um, but Ithink the why is important, um,
and we talked a little bit aboutit.
But just to drive that pointhome even more, um, obviously
people start there, or if theydon't start there, chances are
they're going to go there.
They're going to look you up,even if they get a personal
(04:27):
referral to you.
They're then going to go Googleyou and check out what your
reviews look like.
Right, so it is your reputationmatters.
It's a huge thing.
So we said you know, 93% ofcustomers read online views
before making a decision.
88% of consumers trust onlinereviews as much as personal
(04:48):
recommendations.
I think that one's huge.
That's big, yeah.
So it's almost equivalent tosomebody you trust telling you
hey, you've got to talk to Lacey, right, them going, and maybe
they don't get a personalrecommendation, but they go and
search online.
They're going to trust thoseonline reviews.
88% of people trust them justas much.
Speaker 2 (05:10):
Wow.
Speaker 1 (05:10):
That one like shook me a little bit.
Yep 90% of buyers are morelikely to convert after reading
positive reviews.
68% of consumers form anopinion after reading between
one and six online reviews.
So now, specific to the realestate industry 78% of
homebuyers and sellers considerGoogle reviews essential when
(05:32):
selecting a real estate agent.
Not just they think it's kindof important, they consider it
essential.
We could go on and on.
I think we get the point right.
So definitely major importancein that.
The other reasons is because ofjust search engine optimization
right.
So the more Google reviews thatyou have, that's where most
(05:53):
people go.
Just quite frank, bing is nottaking off like people thought
maybe it would right.
Most people are searching onGoogle, so having that Google
profile is paramount and it alsowill put you at the top of that
list.
So when people are searchingfor best realtors in Overland
Park, kansas not just having themost reviews but having current
(06:17):
, constantly updating reviews,it's constantly like refreshing
that.
So you've got to have a systemin place that every time you
close somebody or have a greatconversation with somebody,
they're going and leaving yourreview because it's Bumps up
your SEO too right?
Speaker 2 (06:31):
That's what you're explaining.
Speaker 1 (06:32):
Yeah, yeah, yeah, yeah.
That's SEO, search engineoptimization piece of it.
Yep, so it keeps like updatingand refreshing that.
I mean.
There's so many great reasonsto, but I think that just in and
of itself is enough.
People are making theirdecisions based off of that, so
I think we need to talk a littlebit about where.
Yeah, I think we know the whyfor the most part, right, but
(06:53):
where should people be settingup their review profiles?
I'm going to start.
There's like 20 that you couldchoose from.
It's going to be overkill right.
And I don't want to beat a deadhorse here.
So let's just start with thetop three that I would recommend
, and maybe a fourth bonus one.
Okay, but this is specific torealtors and lenders.
Got to start with Google.
(07:15):
Sure, I would fist fightanybody who disagrees with me,
okay, no, but you absolutelyneed to start there.
I think a lot of realtors maysay what about zillow?
Like, zillow is trying to takeyour job, sure, so let's not
feed like, let's not feed thatanimal too much.
You know it is the enemy, yep,and we just need to just call a
(07:38):
spade a spade on that.
I'm not saying don't set up azillow profile, but do it after
your google and try to getpeople to leave your reviews on
google first.
Yeah, okay, I agree with that Ireally do.
Speaker 2 (07:45):
Yep, so you got to set up a Zillow profile, but do
it after your Google and try toget people to leave your reviews
on Google first.
Speaker 1 (07:47):
Yeah, okay, I agree with that, I really do.
Yep, so you got to set up aGoogle profile.
Um, then I would say Zillow,number two, maybe
interchangeable with Facebook.
I know there's a wholegeneration that's like
Facebook's for my, for oldpeople were old people, uh, but
they're.
You know, instagram doesn'thave a review setting to it, and
so Facebook does.
(08:07):
So of those, I would go in thatorder, and then the bonus one
is maybe Realtorcom for therealtors out there.
But don't even go to that untilyou've started with at least
Google and Zillow.
Speaker 2 (08:23):
We've realized it's a huge miss.
Like we just assume all thesepeople have it and it's
mind-blowing that they don't.
Speaker 1 (08:32):
Right.
Speaker 2 (08:32):
And I think you are right.
It's just that first step ofgetting it up and going and
having somebody who knows whatthey're doing just take over it
and get it all going and set upthe process.
It's just I mean, I'd pay forit.
Like you know, we, you knowI've talked a lot about our
skill sets, and marketing is inour skill set and that's okay.
But getting help to do it andthis is huge these people, I
(08:55):
mean everybody needs to bemaking sure they're doing this.
Speaker 1 (08:57):
Right.
Yeah, if there's one thing thatyou take away from this podcast
and do is go set that up,because you can't do really much
anything else that we talkedabout as far as getting people
to leave you, the reviews,follow-ups and setting
automations and all of thosethings until you have this set
up.
So start there.
I think there's something Iwant to talk about here too.
There's a little bit of a missthat I've talked to quite a few
agents that are on teams right,and they just say, well, my team
(09:22):
has a site right, and so wejust push all of our clients
there.
Nothing wrong with that,necessarily, until you decide
that you want to create your ownteam or you want to go out on
your own right and we're teamleaders.
You and I understand this, andthere's definitely an appeal
(09:43):
that just, hey, it's easy, let'sjust use the team one.
But you have to be thinkinglong term down the road.
What if?
Because if you do leave, thereis no way, even if that team
leader wants to give you thosereviews.
Speaker 2 (09:54):
It's not, it doesn't happen.
Speaker 1 (09:56):
Yeah, google's not going to just pair them out and
say, okay, here you go, like,shift these reviews over to this
new profile.
So be forward thinking a littlebit.
Set one up for yourself and youcan still send people to the
team.
If you're brand new maybe ordon't have a whole lot of
reviews, I think there's that'sa reason why people would do
that.
A lot of value, yeah, right, soyou can go.
(10:18):
You can use both sides of this.
So still use the reputation.
So perfect example.
Right, we talked about my team.
As we're recording this, wehave 309 Google reviews.
So why wouldn't Brian, who'snew on the team, right, who
doesn't have a lot of Googlereviews, if any?
Why wouldn't he want to tapinto using our reputation right.
(10:38):
So that's still where he wouldwant to maybe send people to
show our online reputation forour team, but then when it comes
time to collect a review, heneeds to have his own review
site set up and start buildinghis own online reputation
because they are separate, right?
Um, it is a personal thing,it's your personal brand, so
don't make the mistake of justutilizing the team one, because
(11:01):
it will come back to bite you.
Speaker 2 (11:02):
Yeah, Well, and even we did this a few years ago I
don't even know how long ago,but when our company did a big
push on everybody to go back andget past clients.
So, even if you haven't donethis over the years, like you
can get this set up and then youcan go out and reach past
clients and ask them hey, wouldyou do me a favor?
You know I helped you in thepast.
(11:23):
I didn't have this set up.
Would you give me a review?
Speaker 1 (11:26):
Totally.
Speaker 2 (11:26):
And you can get a ton , like we had a competition on
it and we went out and got asmany as we could, because I mean
, how many years ago was thatman five, six, seven years ago?
Right, and even then you know.
So fast forward now theimportance of it.
So even if you haven't donethis step yet, you're not too
far behind and you can catch upquickly.
Speaker 1 (11:43):
Well, yeah, and another way to do that if you
really want to make it simplefor people.
Right, which is the key when itcomes to asking for reviews,
people are busy, they're livingtheir own lives, they're the
star of their own movie, right?
Um, is they make things supersuper?
You have to make things super,super easy for people.
So if they've given you a reviewon a team page and now you're
(12:06):
Go and copy and paste it, right,find that review that they left
on the team page, copy it,paste it, reach out to them and
have a conversation, let themknow, hey, I'm setting this up.
Here's why, like I do need tobuild my own brand as well, I'm
still with the team.
Whatever and just ask, say,would you be open to it?
I will text you over the linkand the actual exact review that
(12:28):
you left.
So you make it super simple.
All you have to do is selectall copy paste and it would mean
the world to me, right?
And when you ask people in thatway, they're going to do it for
you but just make it super,super easy, just streamline it
for people.
But I think that there's anotherreason why people don't do it
is they're like well, if I setit up, I have no reviews, right,
(12:50):
or I'm brand new, I don't evenhave a sale yet of people to ask
, so why would I set up onlinereviews?
That's a great question, butyou still should, um, and you
can get character reviews.
Okay, so character reviewswould be reach out to the people
that do know you, like youtrust you maybe not as a realtor
or a lender yet, because you'rebrand new, but they understand
(13:12):
your character right, theybelieve in you.
They would use you when thetime comes, reach out to those
people and say, hey, just like areference, basically Like,
would you leave me a review?
You don't have to say thatyou've worked with me, I don't
want you to lie, but will youspeak to my character?
Speaker 2 (13:25):
Yeah.
Speaker 1 (13:26):
Right, and you can start building some reviews
before you even have actualsales.
That's a great tip.
Where do we want to go fromhere?
So I think we're still talkingabout where Right?
So Google, zillow and Facebook.
I think really we should justtransition into, like now, how
to go about doing it.
(13:47):
So you've set up the account,you're starting to reach out to
people.
Go about doing it.
So you've set up the account,you're starting to reach out to
people and what like?
We always look for reasons toreach out to people that could
add some value.
This isn't going to be a majorvalue add to them, but actually
I'm going to take that back.
It is, and I think this is ahuge miss in our industries and
(14:08):
I'm super guilty of it.
I'm sure you are too.
Is we always think about?
We're going to be a bother topeople when we ask for something
right?
If I'm asking for this review,if I reach out and I ask that,
like they're going to thinksomething of me, they're going
to think negatively of me.
And the fact of the matter isthere's a massive amount of
people out there I would sayyour average human really likes
(14:29):
doing good things for people andyou're giving people an
opportunity to give a gift rightand science shows.
Studies show that peopleactually enjoy giving gifts more
than they like receiving them.
So what you're doing is you'rejust giving people an
opportunity to give a gift andthey feel better.
It strokes their ego a littlebit to be able to help you out
(14:51):
with your business.
So don't look at it as you're aburden to them.
Look at it like you're givingthem an opportunity to feel
really good and fill their cupup a little bit.
Speaker 2 (15:00):
That's good.
Speaker 1 (15:01):
You got to rewire your brain a little bit, but
reach out to everybody and nowyou're talking to them.
Maybe they oh, I'm glad youcalled Right I, my cousin, was
just talking about buying ahouse Like we've got to be
talking to people.
So this is a perfectopportunity.
You've now created the page andnow you've got a great reason
to reach out to everybody thatyou know, to let them know that
(15:21):
you just set it up and if theywould do you that favor and how
much it would meet.
Speaker 2 (15:25):
That's good.
Speaker 1 (15:29):
Let's talk about systems for a little bit,
because everybody's going tohave their own system and
there's not one exact right wayto do this.
There's automations, right.
There's things within your CRM.
You can set it up where it doesit for you.
You can have somebody on theteam do it.
If you're a one-man show, youcan do it, but it does have to
be systematized andprocess-based, right, or it's
(15:50):
not going to happen.
We just know we're going to getbusy.
So do you mind talking a littlebit about what your process
looks like?
Speaker 2 (15:56):
Yeah, sure, so we have.
Whenever we close a loan, weautomatically have the survey
sent out, and that's through ourcompany that the survey is done
.
Right, so they go in and fillout the survey.
But then, once the survey isdone, we have a setup process
where then we ask at that pointhey, thank you for filling out
this one, would you mind doingone for us on Google?
(16:18):
And we do the same kind ofthing that you said about
helping copy and paste so thatwe can move that piece over to
Google, because our softwarethat does it for out of our
database doesn't push it over toGoogle.
So we make sure we get that Um.
I think ours is throughexperiencecom is who our company
uses for those Um.
Speaker 1 (16:38):
But but we, the Google piece is, you know, the
most important um I well, that'sthe thing is Google will push
to experience If you have the,if you have them, do the review
just through experiencecom.
It doesn't push to Google, soit's not bi-directional.
So I always tell people, if youdo have like a review
aggregation site, experiencecomis one that's going to pull in
(16:59):
all of your reviews.
So if you go to experiencecom,we have over 500 reviews instead
of the 309 with Google, becauseit's Facebook and Zillow and it
aggregates all of them together.
But if they just leave onereview on experiencecom, it's
just considered like a nativeexperiencecom review that you'll
never see on Google.
So you want to make sure thatyou go the right direction with
(17:20):
this and so push them to Google,which will show up because you
have a link to experiencecom.
It will pull in all of thosereviews.
Speaker 2 (17:27):
Okay, so we don't need to send them the experience
, we just need to send themdirectly to Google.
Speaker 1 (17:31):
So you're learning something on this one.
Speaker 2 (17:33):
Yes, so we send them the experience and then ask them
to go to Google so we can makeit easier.
Speaker 1 (17:37):
Send them to Google and it will automatically.
This is only for people thathave a review aggregation site
like that that the company mayprovide, or whatever.
There's there's multiple onesout there at the trust pilot, I
think maybe is another one.
There's there's a few, butexperiencecom is a big player in
that, but it pulls in thereviews from all the different
sites and shows you the total.
Speaker 2 (17:58):
Okay, yeah, very cool .
Um, what's yours?
How is that?
I mean, that's pretty basicallywhat yours is, but what else do
you guys do?
Speaker 1 (18:02):
Yeah, so.
So I mean, we definitely have asystem for asking after closing
.
Um, that's part of our system,like a text automatically goes
out, right, but I think thatthere's a little bit more to it.
I think, if we're really makingthis kind of system-based if
you want to break it down wouldbe start to create a process by
which you tell people up frontoh yeah, and I know you do this,
(18:23):
so it's like this.
I'm not shunning you oranything.
I know you do it, you justdidn't say it.
You do it, you just didn't sayit.
Uh, but letting people know onthe front end.
Look, our goal here is to makesure that you have a raving fan
five-star experience.
If we're ever not doing that,please let me know.
I'm going to check in with youthroughout as we go through here
, but I want to make sure, atthe end of this, that you feel
(18:43):
like we knocked it out of thepark for you so much that you're
like jumping at the chance tofill out a Google review for us.
Yeah, and is that fair?
Right, and ask them thatquestion, get their buy-in on it
, and, of course, they're goingto say yes.
I would love to be treated in away that you would treat me so
well that I'm chomping at thebit to go complete a review for
(19:03):
you.
That's a high bar to set, soyou need to make sure that you
have systems in place to deliverthat amazing experience.
That's another podcast, right?
But as long as you have that inplace and you are knocking it
out of the park consistently,setting it up that way, that
that way, at the end whetherit's at the closing table, that
might be like this system isyours to come up with.
(19:25):
But if you want to steal it,then you have that conversation
at the closing table.
Yep, after everything's doneand we're celebrating that you
ask them there, hey, whileyou're thinking about it, before
you go and start moving boxesto the new house and all of
those things, because you'regoing to get really busy, would
you, just as you jump in the carbefore you head home, would you
(19:46):
just fill out a real quickreview for us while it's top of
mind, right, and then you canrecall back to that?
You know I mentioned this atthe front end.
Did you have that type of like?
What would you rate thatexperience for?
For this whole thing, typicallyat the closing table people are
singing your praises right.
Right, and that's the best time,scientifically, the best time
(20:07):
is at peaked emotions, right,whenever their emotions are
peaking in a good way.
Ideally, you don't want to askfor that review when their
emotions are peaked and they'repissed off and stressed out, but
when you solve a problem forthem or they're celebrating
something, they're thanking youfor something like sincerely,
not just okay, cool, thanks forthe call.
(20:27):
That's not probably an amazingopportunity, but, oh, thank you
so much.
I didn't think of that, right,right.
And then you can say, oh well,remember, like that, I told you
that's, that's part of what wedo and that's, you know, just
part of us building towards that.
You chomping at the bit to giveus that five-star review.
If you're feeling that way now,feel free to go Like.
We'd love it.
You can always go and edit thatreview right?
Speaker 2 (20:50):
No, I think that I'm going to pause you there for a
second because I'm learning aswell and I think you know my
thought process was I don't wantto bother them at closing.
You know I'll ask them later.
But you are right, it doesn'ttake very long and when they're
there and the emotions are highand we are at that peak, that's
so much smarter.
Like I got to get past the, amI bothering them, you know, to
(21:14):
do it then, instead of waitingtill till later.
So I'm going to change it up.
I like that a lot.
Speaker 1 (21:17):
Yeah.
So if you decide to do it atclosing, I've got an even better
and this is something we'regoing to like.
As I was researching this, I'mlearning too and we're going to
implement something.
Neri, take some notes overthere.
I'm going to create a littlepostcard at closing that has a
qr code that they can just writetheir scan.
We don't have to like pull upthe actual page or anything.
It will just take them right toit and they can click five
(21:40):
stars right.
Um, that you can send them homewith, or you have like even have
them do it right there, like Ialways get.
My analogy to that would belike when you're at the
restaurant and somebody handsyou the.
Now they hand you the littlecomputer to like pay your bill
and they just stand there whilethey're waiting for you to hit
the tip button and they're likewatching you.
Yeah, so I don't know like mytakeaway would be give them that
(22:02):
and tell them like yes, well,it's top of mind.
I would love it if you know,jump in your car, if you'd scan
that and do it, so you're notsitting there staring at them
like well, you fill out thisreview and watching like was
that four stars?
Speaker 2 (22:14):
right, I mean you definitely give a tip if they're
standing there yeah, butthere's an awkwardness to it.
Speaker 1 (22:19):
I don't want anything in this to make people feel
awkward.
I want them to, like I said, Itruly do want them to be
chomping at the bit and whenthey're excited, when they're
happy, they will do it but youdo have to ask.
Yeah, and I think that's thething is.
People just people just expect.
If you take care of people at ahigh level, they're just going
to go and do it.
They may be chomping at the bitto do it, but they don't even
know where to go.
(22:40):
You haven't told them.
Google is your preferred one.
You haven't given them that link, yeah, or any of it, yeah, so
so another good piece would beum, have it in your email
signature like a little blurb Ithink you do, I know we, we do
but a little blurb about howimportant reviews are to help
other people find you and ifyou're having a great experience
(23:01):
, like here's the link and havethat because you're going to be
communicating with them a bunchvia email throughout the whole
process.
So it's just continuing torewire their brain a little bit.
It's just dripping on themconsistently throughout, giving
them that opportunity, but thenlooking for those opportunities
throughout where you can knocktheir socks off and maybe if
(23:21):
they're really singing yourpraises, that's the better time
to do it, probably even thanclosing, even if you're not at
the closing table yet, but youjust solved a major problem for
them and they're blown away,perfect time Like.
Look for those peaks throughoutthe transaction milestones yeah
.
Where they're really, reallyhappy, that's the time to do it,
(23:42):
and then, like having a actualfollow-up system after the fact.
Cause, you want to make surepeople do get busy, right, and
so hopefully this is going tosolve most of the problems.
We don't bug people a ton andwe get a huge amount of reviews,
um, but it's I think it'sbecause we set it up the right
(24:03):
way at the front end.
Um, so we're not doing a ton offollowing up, but you can set
up automations through your crmwhere you know a week later, if
they haven't gotten a review,that it sends them an email if
you texted them the first time,or vice versa.
Right, we don't do a lot ofthis right now.
I know that we could be missingthe boat a little bit there,
but I think that if you do itright, set up the system right
(24:26):
on the front end, that peoplewill do.
People will have already goneand left you the review, the
people who are likely to do it.
You're going to catch with thatfirst net Right, right, but
going back through, if you wantto create a followup system on
it, you're going to want toreply.
There is definitely sciencebehind this as well.
All the data supports thatpeople trust the most.
(24:48):
They trust the companies thatare replying to every review,
right?
So don't make the mistake ofsetting up the page, getting the
reviews and then just lettingthem sit there.
You want to go, reply to everysingle one.
So having a follow-up systemwhere once a week you just go in
, you check who's left yourreview and you go and reply to
(25:10):
every single one, make itpersonal.
Try not to leave the exact samereply on every one, because it
looks like a computer is doingit for you.
But when you set that up, thenit becomes very easy to then
look to say, oh, these peoplesaid they would, but they didn't
, and then you can follow up.
So if you have the right checksand balances in place, so I
(25:30):
would set that as a follow-up tocheck to see who you need to
reply to, and then you're alsochecking at the same time who
closed in the last week, sinceyou looked at it.
So every Monday, maybe, orevery Wednesday, whatever it is,
but it's on your calendar, it'sreview time, right, and you're
going and replying to thosereviews and then following up
with the people that didn't.
Speaker 2 (25:49):
Yeah, so just make sure you are.
So my brain's going to a 15minute, maybe a 30 minute time
block that you're going to putin on the same exact date every
week that you come and just putit in Recurring appointment on
your calendar that it's reviewreview time.
Speaker 1 (26:05):
Yep Review time I like it Anything else that you
do in your process?
Speaker 2 (26:12):
You know you said milestones.
That's I think we're reallygood about.
Milestones is when we havereally.
You know, this review thing isalso parallel with what I call
um like CCR, so current clientreferrals.
You know, at that moment, um,when we're at those highs, we
will ask sometimes do you knowanybody else who's looking to
buy?
Um, if, but we only ask thosewhen we are at those high.
(26:38):
You know those peaks and stuff.
So my thought process is weneed to, we need to merge those
two together, um, so we can betaking care of both.
So this is very good, like it'svery good um to sometimes stop
and look at what you arecurrently doing, if you do have
a system, and how can you tweakit and get it better yeah,
there's always ways to make itbetter.
Speaker 1 (26:54):
That's what I learned going like getting ready for
this podcast.
It's like, oh man, we'refalling short in a couple
categories.
We're doing a ton, yeah, butthere's things that we could
improve on and sometimes they'resuper easy.
Speaker 2 (27:03):
You know they are, yeah, just think about it.
Speaker 1 (27:05):
So yeah, totally.
Um, getting it set up is firstand foremost, though.
So, like, get it, get it going,get that, that process in place
, and you can always refine it.
Um, I think the other thingwith reviews, as you start to
get them, another greatopportunity to have a
conversation with them, right,like you want to reward good
behavior.
Right, it's pavlov's dogsituation.
(27:27):
Like you want to reward everysingle time somebody does what
you wanted them to do.
It's like you set anexpectation.
Now they've met it and you wantto reward that.
So, if they do, yes, replyingto the review is great, but
actually picking up the phone,yeah you know and saying oh my
gosh, your review blew me away,like I know I.
I knew you were going to give areview based on what you said,
(27:48):
but, thank you, when you saidthis, it really hit me like take
a little, take a second.
Don't miss that opportunity toreconnect with that person and
make it personal yeah you knowand let make sure they
understand how much it sincerelydoes mean the world to you,
because you don't need to becold calling, selling to
strangers and stuff if you justtake care of the people that
(28:12):
you've already taken care of.
You take care of them at such ahigh level, um, and do it
really well they're going tobecome your selling machine for
you behind the scenes.
So it's just another reason toreach out to people and let them
know how much you appreciatethem and that's how you create a
beautiful business.
Speaker 2 (28:29):
It is and it's the most fulfilling business too
right.
Speaker 1 (28:33):
It's because there's real connections with people.
It's not a computer who'sreplying to this review and it's
like hey, thanks so much.
We loved working with you.
But you know I always try totie it back to.
You'll see, if you read our myreplies to our reviews.
There's always a theme therethat's like we feel so honored
to have played a small role inthe story.
(28:54):
That is like your family storyand this next chapter of your
family story, and I always lookat things as like we are a very
small supporting role in thestory of our family's lives.
Yeah, and paint the picturethat way and that's what I truly
believe and I like it becomesvery intentional and fulfilling
for me to frame it that way andthat's what I truly believe and
like it becomes very intentionaland fulfilling for me to frame
(29:15):
it that way, but I think that italso hits home more with the
clients that way as well.
So I think we can just aboutwrap this thing up.
But the other thing to do withreviews is now.
You have great social mediamaterial we have.
Whenever we meet with clients,we always meet with them face to
face, right here in this spaceactually, and on that monitor
(29:35):
right there.
If you're watching this, themonitor over Lacey's head we
have when people come in, thatis cycling through reviews and
pictures of smiling faces at theclosing table, and so people
are sitting here and justthrough, like power of osmosis,
like glancing up and seeingthese rave reviews from the
people have left and, um,they're just cycling through
(29:57):
like 10 seconds at a time.
So you, there's great ways torepurpose these reviews that you
get.
They're, they're gold right.
So use them that way.
Use them for social media posts, um, use them and may like
create a testimonial uh packet,like your welcome packet for
people, uh, your buyerconsultation, your listing
(30:18):
consultation.
There's so many differentamazing ways Once you start
getting reviews that you can putthem together as collateral
that can just help continue tosell your business when you're
out there and your brand butyou've got to start by getting
the reviews, so definitely gotto start.
Speaker 2 (30:34):
I love it.
I think this is just a really,really helpful.
You know, we all know it, butpeople don't stop to just get it
done.
Speaker 1 (30:42):
Right.
Speaker 2 (30:43):
So we need a call to action here, right?
Because people, if you are notdoing this or if you're not
doing it at the highest level,like let's just book a time on
our calendar to stop and to workon it and get it going.
Speaker 1 (30:53):
Definitely.
So my yeah, my call to actionon this would be uh, if, if you
heard anything here that spoketo you, take action on one thing
, pick one thing to take actionon and go and do it.
If you already have the Googlepage set up, then now take
action on reaching out to yourdatabase to ask for them.
If you don't have it set up,that needs to be your action.
(31:13):
Go, like, leave this podcastepisode and go set it up, or put
it on your calendar.
Make sure it gets done in thenext week.
Speaker 2 (31:21):
Love it, love it.
Speaker 1 (31:22):
Guys, thank you so much.
This has been an honor.
I appreciate it.
Uh, if this was helpful for you, please share it.
Um, you know, give us a like uhsubscribe.
Speaker 2 (31:31):
Leave us a review, oh man, there we go.
Speaker 1 (31:36):
We don't have a review for the Secret Sauce
podcast.
We don't have a Google page.
We should probably get one,okay let's do it.
All right this week by the timethis episode drops hopefully
it's there If you guys wouldgive us a review on any of the
podcast episodes.
All the podcast services have away to do that Apple Podcasts,
where most people listen to usand you can absolutely review
our podcast.
(31:56):
So we would love it if youwould do that.
Speaker 2 (31:58):
It would mean the world to us.
Speaker 1 (32:00):
See you next time, guys.
Thanks guys.
Did you know 93% of consumers read online reviews
before choosing who to work with?
That's what we're talking abouttoday Reviews how important
they are, how to get them.
Basically, reviews are yoursilent sales team.
They're your silent assassinworking behind the scenes.
There's a lot of people outthere that don't get reviews at
all.
They don't have a site to evenget the reviews.
(00:22):
So if that speaks to you,you're going to want to hang
around and listen to thisepisode.
This is the secret saucepodcast with Chad Treese and
Lacey Moores, where we want tohelp people build big businesses
and live big lives, and wethink that there's not a magic
bullet for doing that, but thereis a secret sauce.
So a lot of these are going tobe just the ingredients that can
(00:42):
help you make up a secret sauceto build a big business and
live a big life.
Let's get into it.
Welcome back everybody to thesecret sauce podcast.
I'm Chad Treece here with LaceyMoores, Super excited about
this topic because I think thisis going to hit home for a lot
of people.
A ton of agents I talked to,lenders included.
(01:03):
They do not have a system forgetting reviews.
They probably know howimportant they are.
If you don't know how importantthey are, then, wake up Right
for sure, but you've got to havea system for getting reviews.
So today we're going to talkabout a bulletproof system how
to create a bulletproof systemfor how to get reviews without
seeming pushy, consistentlyconsistently.
(01:26):
That's the ticket that's theticket, um, and there is a
pretty easy step-by-step systems.
There's a few different ways tohow to do them, um, just for a
reference, um, we've got ourgoogle page.
That's where we push prettymuch everybody, um, so you
understand that I am a littlebit of a subject matter on this
is that we have, at the time offilming this, 309 Google reviews
(01:49):
, uh, rated 5.0 on Google, andwe'd have people tell us all the
time we found you on Googlesearching.
Um, so it is super, superimportant, uh, and let's talk
about it.
Yeah, all right.
Speaker 2 (02:03):
So wait a second.
Let me ask something about that.
Yeah, all right, so wait asecond.
Speaker 1 (02:06):
Let me ask something about that.
Speaker 2 (02:06):
Okay, that was really big.
So you have people reach outall the time directly to you
that have found you first.
Speaker 1 (02:13):
Yeah, just in a Google search.
Speaker 2 (02:14):
Your Google search and if you really stop real fast
and think about this, there areprojections of where industry
could be going, projections ofwhere industry could be going
Right, and we don't know if thisis any of this is true or not,
but that people will be findingtheir lenders, then realtors,
(02:34):
first online before they contactanybody.
Speaker 1 (02:39):
Finding the lender before the realtor.
Speaker 2 (02:41):
Could be potentially, but.
But they're going to go onlinefirst.
Speaker 1 (02:45):
Yeah, I mean there's definitely a huge shift, as you
know, generation like just thedifferent generations and people
get younger and younger.
People who've grown up with aniPhone in their hand, right,
right, that just their automaticdefault setting now is just
everything check online.
Yeah, there's going to be toolsfor AI to be doing all that for
people.
The direction we're headed iscertainly tech driven.
Speaker 2 (03:10):
So huge what you're going to cover here today.
I just wanted to stop becauseit is so like if we just said
wake up if you're not, but evenif you're doing them at a small
level like this is such animportant thing for our future.
Speaker 1 (03:24):
Yeah, a lot of people , I think, have a, like I would
say there's, there's two camps,there's people or there's
multiple camps, but, uh, whowe're talking to today is
probably people that have noteven set up their own google
review page or review pages.
Different profiles, there'sdifferent places.
You can do it we'll talk moreabout that, uh, in a few minutes
but, um, so there's some peoplein that camp and there's people
that, yes, they've set it up,but they have no system for it.
(03:47):
They have no process for it.
If people kind of stumble ontoit and leave them a review, they
feel great, but they just havenot systematized it.
So I want to talk about abulletproof system that people
can implement today.
Come away from this, implementand have something that can
actually be working for thembehind the scenes, like we said,
that silent sales assassin.
Speaker 2 (04:04):
So good, let's do it.
Speaker 1 (04:06):
All right, um, so got a few stats, started off the
episode with a stat, um, but Ithink the why is important, um,
and we talked a little bit aboutit.
But just to drive that pointhome even more, um, obviously
people start there, or if theydon't start there, chances are
they're going to go there.
They're going to look you up,even if they get a personal
(04:27):
referral to you.
They're then going to go Googleyou and check out what your
reviews look like.
Right, so it is your reputationmatters.
It's a huge thing.
So we said you know, 93% ofcustomers read online views
before making a decision.
88% of consumers trust onlinereviews as much as personal
(04:48):
recommendations.
I think that one's huge.
That's big, yeah.
So it's almost equivalent tosomebody you trust telling you
hey, you've got to talk to Lacey, right, them going, and maybe
they don't get a personalrecommendation, but they go and
search online.
They're going to trust thoseonline reviews.
88% of people trust them justas much.
Speaker 2 (05:10):
Wow.
Speaker 1 (05:10):
That one like shook me a little bit.
Yep 90% of buyers are morelikely to convert after reading
positive reviews.
68% of consumers form anopinion after reading between
one and six online reviews.
So now, specific to the realestate industry 78% of
homebuyers and sellers considerGoogle reviews essential when
(05:32):
selecting a real estate agent.
Not just they think it's kindof important, they consider it
essential.
We could go on and on.
I think we get the point right.
So definitely major importancein that.
The other reasons is because ofjust search engine optimization
right.
So the more Google reviews thatyou have, that's where most
(05:53):
people go.
Just quite frank, bing is nottaking off like people thought
maybe it would right.
Most people are searching onGoogle, so having that Google
profile is paramount and it alsowill put you at the top of that
list.
So when people are searchingfor best realtors in Overland
Park, kansas not just having themost reviews but having current
(06:17):
, constantly updating reviews,it's constantly like refreshing
that.
So you've got to have a systemin place that every time you
close somebody or have a greatconversation with somebody,
they're going and leaving yourreview because it's Bumps up
your SEO too right?
Speaker 2 (06:31):
That's what you're explaining.
Speaker 1 (06:32):
Yeah, yeah, yeah, yeah.
That's SEO, search engineoptimization piece of it.
Yep, so it keeps like updatingand refreshing that.
I mean.
There's so many great reasonsto, but I think that just in and
of itself is enough.
People are making theirdecisions based off of that, so
I think we need to talk a littlebit about where.
Yeah, I think we know the whyfor the most part, right, but
(06:53):
where should people be settingup their review profiles?
I'm going to start.
There's like 20 that you couldchoose from.
It's going to be overkill right.
And I don't want to beat a deadhorse here.
So let's just start with thetop three that I would recommend
, and maybe a fourth bonus one.
Okay, but this is specific torealtors and lenders.
Got to start with Google.
(07:15):
Sure, I would fist fightanybody who disagrees with me,
okay, no, but you absolutelyneed to start there.
I think a lot of realtors maysay what about zillow?
Like, zillow is trying to takeyour job, sure, so let's not
feed like, let's not feed thatanimal too much.
You know it is the enemy, yep,and we just need to just call a
(07:38):
spade a spade on that.
I'm not saying don't set up azillow profile, but do it after
your google and try to getpeople to leave your reviews on
google first.
Yeah, okay, I agree with that Ireally do.
Speaker 2 (07:45):
Yep, so you got to set up a Zillow profile, but do
it after your Google and try toget people to leave your reviews
on Google first.
Speaker 1 (07:47):
Yeah, okay, I agree with that, I really do.
Yep, so you got to set up aGoogle profile.
Um, then I would say Zillow,number two, maybe
interchangeable with Facebook.
I know there's a wholegeneration that's like
Facebook's for my, for oldpeople were old people, uh, but
they're.
You know, instagram doesn'thave a review setting to it, and
so Facebook does.
(08:07):
So of those, I would go in thatorder, and then the bonus one
is maybe Realtorcom for therealtors out there.
But don't even go to that untilyou've started with at least
Google and Zillow.
Speaker 2 (08:23):
We've realized it's a huge miss.
Like we just assume all thesepeople have it and it's
mind-blowing that they don't.
Speaker 1 (08:32):
Right.
Speaker 2 (08:32):
And I think you are right.
It's just that first step ofgetting it up and going and
having somebody who knows whatthey're doing just take over it
and get it all going and set upthe process.
It's just I mean, I'd pay forit.
Like you know, we, you knowI've talked a lot about our
skill sets, and marketing is inour skill set and that's okay.
But getting help to do it andthis is huge these people, I
(08:55):
mean everybody needs to bemaking sure they're doing this.
Speaker 1 (08:57):
Right.
Yeah, if there's one thing thatyou take away from this podcast
and do is go set that up,because you can't do really much
anything else that we talkedabout as far as getting people
to leave you, the reviews,follow-ups and setting
automations and all of thosethings until you have this set
up.
So start there.
I think there's something Iwant to talk about here too.
There's a little bit of a missthat I've talked to quite a few
agents that are on teams right,and they just say, well, my team
(09:22):
has a site right, and so wejust push all of our clients
there.
Nothing wrong with that,necessarily, until you decide
that you want to create your ownteam or you want to go out on
your own right and we're teamleaders.
You and I understand this, andthere's definitely an appeal
(09:43):
that just, hey, it's easy, let'sjust use the team one.
But you have to be thinkinglong term down the road.
What if?
Because if you do leave, thereis no way, even if that team
leader wants to give you thosereviews.
Speaker 2 (09:54):
It's not, it doesn't happen.
Speaker 1 (09:56):
Yeah, google's not going to just pair them out and
say, okay, here you go, like,shift these reviews over to this
new profile.
So be forward thinking a littlebit.
Set one up for yourself and youcan still send people to the
team.
If you're brand new maybe ordon't have a whole lot of
reviews, I think there's that'sa reason why people would do
that.
A lot of value, yeah, right, soyou can go.
(10:18):
You can use both sides of this.
So still use the reputation.
So perfect example.
Right, we talked about my team.
As we're recording this, wehave 309 Google reviews.
So why wouldn't Brian, who'snew on the team, right, who
doesn't have a lot of Googlereviews, if any?
Why wouldn't he want to tapinto using our reputation right.
(10:38):
So that's still where he wouldwant to maybe send people to
show our online reputation forour team, but then when it comes
time to collect a review, heneeds to have his own review
site set up and start buildinghis own online reputation
because they are separate, right?
Um, it is a personal thing,it's your personal brand, so
don't make the mistake of justutilizing the team one, because
(11:01):
it will come back to bite you.
Speaker 2 (11:02):
Yeah, Well, and even we did this a few years ago I
don't even know how long ago,but when our company did a big
push on everybody to go back andget past clients.
So, even if you haven't donethis over the years, like you
can get this set up and then youcan go out and reach past
clients and ask them hey, wouldyou do me a favor?
You know I helped you in thepast.
(11:23):
I didn't have this set up.
Would you give me a review?
Speaker 1 (11:26):
Totally.
Speaker 2 (11:26):
And you can get a ton , like we had a competition on
it and we went out and got asmany as we could, because I mean
, how many years ago was thatman five, six, seven years ago?
Right, and even then you know.
So fast forward now theimportance of it.
So even if you haven't donethis step yet, you're not too
far behind and you can catch upquickly.
Speaker 1 (11:43):
Well, yeah, and another way to do that if you
really want to make it simplefor people.
Right, which is the key when itcomes to asking for reviews,
people are busy, they're livingtheir own lives, they're the
star of their own movie, right?
Um, is they make things supersuper?
You have to make things super,super easy for people.
So if they've given you a reviewon a team page and now you're
(12:06):
Go and copy and paste it, right,find that review that they left
on the team page, copy it,paste it, reach out to them and
have a conversation, let themknow, hey, I'm setting this up.
Here's why, like I do need tobuild my own brand as well, I'm
still with the team.
Whatever and just ask, say,would you be open to it?
I will text you over the linkand the actual exact review that
(12:28):
you left.
So you make it super simple.
All you have to do is selectall copy paste and it would mean
the world to me, right?
And when you ask people in thatway, they're going to do it for
you but just make it super,super easy, just streamline it
for people.
But I think that there's anotherreason why people don't do it
is they're like well, if I setit up, I have no reviews, right,
(12:50):
or I'm brand new, I don't evenhave a sale yet of people to ask
, so why would I set up onlinereviews?
That's a great question, butyou still should, um, and you
can get character reviews.
Okay, so character reviewswould be reach out to the people
that do know you, like youtrust you maybe not as a realtor
or a lender yet, because you'rebrand new, but they understand
(13:12):
your character right, theybelieve in you.
They would use you when thetime comes, reach out to those
people and say, hey, just like areference, basically Like,
would you leave me a review?
You don't have to say thatyou've worked with me, I don't
want you to lie, but will youspeak to my character?
Speaker 2 (13:25):
Yeah.
Speaker 1 (13:26):
Right, and you can start building some reviews
before you even have actualsales.
That's a great tip.
Where do we want to go fromhere?
So I think we're still talkingabout where Right?
So Google, zillow and Facebook.
I think really we should justtransition into, like now, how
to go about doing it.
(13:47):
So you've set up the account,you're starting to reach out to
people.
Go about doing it.
So you've set up the account,you're starting to reach out to
people and what like?
We always look for reasons toreach out to people that could
add some value.
This isn't going to be a majorvalue add to them, but actually
I'm going to take that back.
It is, and I think this is ahuge miss in our industries and
(14:08):
I'm super guilty of it.
I'm sure you are too.
Is we always think about?
We're going to be a bother topeople when we ask for something
right?
If I'm asking for this review,if I reach out and I ask that,
like they're going to thinksomething of me, they're going
to think negatively of me.
And the fact of the matter isthere's a massive amount of
people out there I would sayyour average human really likes
(14:29):
doing good things for people andyou're giving people an
opportunity to give a gift rightand science shows.
Studies show that peopleactually enjoy giving gifts more
than they like receiving them.
So what you're doing is you'rejust giving people an
opportunity to give a gift andthey feel better.
It strokes their ego a littlebit to be able to help you out
(14:51):
with your business.
So don't look at it as you're aburden to them.
Look at it like you're givingthem an opportunity to feel
really good and fill their cupup a little bit.
Speaker 2 (15:00):
That's good.
Speaker 1 (15:01):
You got to rewire your brain a little bit, but
reach out to everybody and nowyou're talking to them.
Maybe they oh, I'm glad youcalled Right I, my cousin, was
just talking about buying ahouse Like we've got to be
talking to people.
So this is a perfectopportunity.
You've now created the page andnow you've got a great reason
to reach out to everybody thatyou know, to let them know that
(15:21):
you just set it up and if theywould do you that favor and how
much it would meet.
Speaker 2 (15:25):
That's good.
Speaker 1 (15:29):
Let's talk about systems for a little bit,
because everybody's going tohave their own system and
there's not one exact right wayto do this.
There's automations, right.
There's things within your CRM.
You can set it up where it doesit for you.
You can have somebody on theteam do it.
If you're a one-man show, youcan do it, but it does have to
be systematized andprocess-based, right, or it's
(15:50):
not going to happen.
We just know we're going to getbusy.
So do you mind talking a littlebit about what your process
looks like?
Speaker 2 (15:56):
Yeah, sure, so we have.
Whenever we close a loan, weautomatically have the survey
sent out, and that's through ourcompany that the survey is done
.
Right, so they go in and fillout the survey.
But then, once the survey isdone, we have a setup process
where then we ask at that pointhey, thank you for filling out
this one, would you mind doingone for us on Google?
(16:18):
And we do the same kind ofthing that you said about
helping copy and paste so thatwe can move that piece over to
Google, because our softwarethat does it for out of our
database doesn't push it over toGoogle.
So we make sure we get that Um.
I think ours is throughexperiencecom is who our company
uses for those Um.
Speaker 1 (16:38):
But but we, the Google piece is, you know, the
most important um I well, that'sthe thing is Google will push
to experience If you have the,if you have them, do the review
just through experiencecom.
It doesn't push to Google, soit's not bi-directional.
So I always tell people, if youdo have like a review
aggregation site, experiencecomis one that's going to pull in
(16:59):
all of your reviews.
So if you go to experiencecom,we have over 500 reviews instead
of the 309 with Google, becauseit's Facebook and Zillow and it
aggregates all of them together.
But if they just leave onereview on experiencecom, it's
just considered like a nativeexperiencecom review that you'll
never see on Google.
So you want to make sure thatyou go the right direction with
(17:20):
this and so push them to Google,which will show up because you
have a link to experiencecom.
It will pull in all of thosereviews.
Speaker 2 (17:27):
Okay, so we don't need to send them the experience
, we just need to send themdirectly to Google.
Speaker 1 (17:31):
So you're learning something on this one.
Speaker 2 (17:33):
Yes, so we send them the experience and then ask them
to go to Google so we can makeit easier.
Speaker 1 (17:37):
Send them to Google and it will automatically.
This is only for people thathave a review aggregation site
like that that the company mayprovide, or whatever.
There's there's multiple onesout there at the trust pilot, I
think maybe is another one.
There's there's a few, butexperiencecom is a big player in
that, but it pulls in thereviews from all the different
sites and shows you the total.
Speaker 2 (17:58):
Okay, yeah, very cool .
Um, what's yours?
How is that?
I mean, that's pretty basicallywhat yours is, but what else do
you guys do?
Speaker 1 (18:02):
Yeah, so.
So I mean, we definitely have asystem for asking after closing
.
Um, that's part of our system,like a text automatically goes
out, right, but I think thatthere's a little bit more to it.
I think, if we're really makingthis kind of system-based if
you want to break it down wouldbe start to create a process by
which you tell people up frontoh yeah, and I know you do this,
(18:23):
so it's like this.
I'm not shunning you oranything.
I know you do it, you justdidn't say it.
You do it, you just didn't sayit.
Uh, but letting people know onthe front end.
Look, our goal here is to makesure that you have a raving fan
five-star experience.
If we're ever not doing that,please let me know.
I'm going to check in with youthroughout as we go through here
, but I want to make sure, atthe end of this, that you feel
(18:43):
like we knocked it out of thepark for you so much that you're
like jumping at the chance tofill out a Google review for us.
Yeah, and is that fair?
Right, and ask them thatquestion, get their buy-in on it
, and, of course, they're goingto say yes.
I would love to be treated in away that you would treat me so
well that I'm chomping at thebit to go complete a review for
(19:03):
you.
That's a high bar to set, soyou need to make sure that you
have systems in place to deliverthat amazing experience.
That's another podcast, right?
But as long as you have that inplace and you are knocking it
out of the park consistently,setting it up that way, that
that way, at the end whetherit's at the closing table, that
might be like this system isyours to come up with.
(19:25):
But if you want to steal it,then you have that conversation
at the closing table.
Yep, after everything's doneand we're celebrating that you
ask them there, hey, whileyou're thinking about it, before
you go and start moving boxesto the new house and all of
those things, because you'regoing to get really busy, would
you, just as you jump in the carbefore you head home, would you
(19:46):
just fill out a real quickreview for us while it's top of
mind, right, and then you canrecall back to that?
You know I mentioned this atthe front end.
Did you have that type of like?
What would you rate thatexperience for?
For this whole thing, typicallyat the closing table people are
singing your praises right.
Right, and that's the best time,scientifically, the best time
(20:07):
is at peaked emotions, right,whenever their emotions are
peaking in a good way.
Ideally, you don't want to askfor that review when their
emotions are peaked and they'repissed off and stressed out, but
when you solve a problem forthem or they're celebrating
something, they're thanking youfor something like sincerely,
not just okay, cool, thanks forthe call.
(20:27):
That's not probably an amazingopportunity, but, oh, thank you
so much.
I didn't think of that, right,right.
And then you can say, oh well,remember, like that, I told you
that's, that's part of what wedo and that's, you know, just
part of us building towards that.
You chomping at the bit to giveus that five-star review.
If you're feeling that way now,feel free to go Like.
We'd love it.
You can always go and edit thatreview right?
Speaker 2 (20:50):
No, I think that I'm going to pause you there for a
second because I'm learning aswell and I think you know my
thought process was I don't wantto bother them at closing.
You know I'll ask them later.
But you are right, it doesn'ttake very long and when they're
there and the emotions are highand we are at that peak, that's
so much smarter.
Like I got to get past the, amI bothering them, you know, to
(21:14):
do it then, instead of waitingtill till later.
So I'm going to change it up.
I like that a lot.
Speaker 1 (21:17):
Yeah.
So if you decide to do it atclosing, I've got an even better
and this is something we'regoing to like.
As I was researching this, I'mlearning too and we're going to
implement something.
Neri, take some notes overthere.
I'm going to create a littlepostcard at closing that has a
qr code that they can just writetheir scan.
We don't have to like pull upthe actual page or anything.
It will just take them right toit and they can click five
(21:40):
stars right.
Um, that you can send them homewith, or you have like even have
them do it right there, like Ialways get.
My analogy to that would belike when you're at the
restaurant and somebody handsyou the.
Now they hand you the littlecomputer to like pay your bill
and they just stand there whilethey're waiting for you to hit
the tip button and they're likewatching you.
Yeah, so I don't know like mytakeaway would be give them that
(22:02):
and tell them like yes, well,it's top of mind.
I would love it if you know,jump in your car, if you'd scan
that and do it, so you're notsitting there staring at them
like well, you fill out thisreview and watching like was
that four stars?
Speaker 2 (22:14):
right, I mean you definitely give a tip if they're
standing there yeah, butthere's an awkwardness to it.
Speaker 1 (22:19):
I don't want anything in this to make people feel
awkward.
I want them to, like I said, Itruly do want them to be
chomping at the bit and whenthey're excited, when they're
happy, they will do it but youdo have to ask.
Yeah, and I think that's thething is.
People just people just expect.
If you take care of people at ahigh level, they're just going
to go and do it.
They may be chomping at the bitto do it, but they don't even
know where to go.
(22:40):
You haven't told them.
Google is your preferred one.
You haven't given them that link, yeah, or any of it, yeah, so
so another good piece would beum, have it in your email
signature like a little blurb Ithink you do, I know we, we do
but a little blurb about howimportant reviews are to help
other people find you and ifyou're having a great experience
(23:01):
, like here's the link and havethat because you're going to be
communicating with them a bunchvia email throughout the whole
process.
So it's just continuing torewire their brain a little bit.
It's just dripping on themconsistently throughout, giving
them that opportunity, but thenlooking for those opportunities
throughout where you can knocktheir socks off and maybe if
(23:21):
they're really singing yourpraises, that's the better time
to do it, probably even thanclosing, even if you're not at
the closing table yet, but youjust solved a major problem for
them and they're blown away,perfect time Like.
Look for those peaks throughoutthe transaction milestones yeah
.
Where they're really, reallyhappy, that's the time to do it,
(23:42):
and then, like having a actualfollow-up system after the fact.
Cause, you want to make surepeople do get busy, right, and
so hopefully this is going tosolve most of the problems.
We don't bug people a ton andwe get a huge amount of reviews,
um, but it's I think it'sbecause we set it up the right
(24:03):
way at the front end.
Um, so we're not doing a ton offollowing up, but you can set
up automations through your crmwhere you know a week later, if
they haven't gotten a review,that it sends them an email if
you texted them the first time,or vice versa.
Right, we don't do a lot ofthis right now.
I know that we could be missingthe boat a little bit there,
but I think that if you do itright, set up the system right
(24:26):
on the front end, that peoplewill do.
People will have already goneand left you the review, the
people who are likely to do it.
You're going to catch with thatfirst net Right, right, but
going back through, if you wantto create a followup system on
it, you're going to want toreply.
There is definitely sciencebehind this as well.
All the data supports thatpeople trust the most.
(24:48):
They trust the companies thatare replying to every review,
right?
So don't make the mistake ofsetting up the page, getting the
reviews and then just lettingthem sit there.
You want to go, reply to everysingle one.
So having a follow-up systemwhere once a week you just go in
, you check who's left yourreview and you go and reply to
(25:10):
every single one, make itpersonal.
Try not to leave the exact samereply on every one, because it
looks like a computer is doingit for you.
But when you set that up, thenit becomes very easy to then
look to say, oh, these peoplesaid they would, but they didn't
, and then you can follow up.
So if you have the right checksand balances in place, so I
(25:30):
would set that as a follow-up tocheck to see who you need to
reply to, and then you're alsochecking at the same time who
closed in the last week, sinceyou looked at it.
So every Monday, maybe, orevery Wednesday, whatever it is,
but it's on your calendar, it'sreview time, right, and you're
going and replying to thosereviews and then following up
with the people that didn't.
Speaker 2 (25:49):
Yeah, so just make sure you are.
So my brain's going to a 15minute, maybe a 30 minute time
block that you're going to putin on the same exact date every
week that you come and just putit in Recurring appointment on
your calendar that it's reviewreview time.
Speaker 1 (26:05):
Yep Review time I like it Anything else that you
do in your process?
Speaker 2 (26:12):
You know you said milestones.
That's I think we're reallygood about.
Milestones is when we havereally.
You know, this review thing isalso parallel with what I call
um like CCR, so current clientreferrals.
You know, at that moment, um,when we're at those highs, we
will ask sometimes do you knowanybody else who's looking to
buy?
Um, if, but we only ask thosewhen we are at those high.
(26:38):
You know those peaks and stuff.
So my thought process is weneed to, we need to merge those
two together, um, so we can betaking care of both.
So this is very good, like it'svery good um to sometimes stop
and look at what you arecurrently doing, if you do have
a system, and how can you tweakit and get it better yeah,
there's always ways to make itbetter.
Speaker 1 (26:54):
That's what I learned going like getting ready for
this podcast.
It's like, oh man, we'refalling short in a couple
categories.
We're doing a ton, yeah, butthere's things that we could
improve on and sometimes they'resuper easy.
Speaker 2 (27:03):
You know they are, yeah, just think about it.
Speaker 1 (27:05):
So yeah, totally.
Um, getting it set up is firstand foremost, though.
So, like, get it, get it going,get that, that process in place
, and you can always refine it.
Um, I think the other thingwith reviews, as you start to
get them, another greatopportunity to have a
conversation with them, right,like you want to reward good
behavior.
Right, it's pavlov's dogsituation.
(27:27):
Like you want to reward everysingle time somebody does what
you wanted them to do.
It's like you set anexpectation.
Now they've met it and you wantto reward that.
So, if they do, yes, replyingto the review is great, but
actually picking up the phone,yeah you know and saying oh my
gosh, your review blew me away,like I know I.
I knew you were going to give areview based on what you said,
(27:48):
but, thank you, when you saidthis, it really hit me like take
a little, take a second.
Don't miss that opportunity toreconnect with that person and
make it personal yeah you knowand let make sure they
understand how much it sincerelydoes mean the world to you,
because you don't need to becold calling, selling to
strangers and stuff if you justtake care of the people that
(28:12):
you've already taken care of.
You take care of them at such ahigh level, um, and do it
really well they're going tobecome your selling machine for
you behind the scenes.
So it's just another reason toreach out to people and let them
know how much you appreciatethem and that's how you create a
beautiful business.
Speaker 2 (28:29):
It is and it's the most fulfilling business too
right.
Speaker 1 (28:33):
It's because there's real connections with people.
It's not a computer who'sreplying to this review and it's
like hey, thanks so much.
We loved working with you.
But you know I always try totie it back to.
You'll see, if you read our myreplies to our reviews.
There's always a theme therethat's like we feel so honored
to have played a small role inthe story.
(28:54):
That is like your family storyand this next chapter of your
family story, and I always lookat things as like we are a very
small supporting role in thestory of our family's lives.
Yeah, and paint the picturethat way and that's what I truly
believe and I like it becomesvery intentional and fulfilling
for me to frame it that way andthat's what I truly believe and
like it becomes very intentionaland fulfilling for me to frame
(29:15):
it that way, but I think that italso hits home more with the
clients that way as well.
So I think we can just aboutwrap this thing up.
But the other thing to do withreviews is now.
You have great social mediamaterial we have.
Whenever we meet with clients,we always meet with them face to
face, right here in this spaceactually, and on that monitor
(29:35):
right there.
If you're watching this, themonitor over Lacey's head we
have when people come in, thatis cycling through reviews and
pictures of smiling faces at theclosing table, and so people
are sitting here and justthrough, like power of osmosis,
like glancing up and seeingthese rave reviews from the
people have left and, um,they're just cycling through
(29:57):
like 10 seconds at a time.
So you, there's great ways torepurpose these reviews that you
get.
They're, they're gold right.
So use them that way.
Use them for social media posts, um, use them and may like
create a testimonial uh packet,like your welcome packet for
people, uh, your buyerconsultation, your listing
(30:18):
consultation.
There's so many differentamazing ways Once you start
getting reviews that you can putthem together as collateral
that can just help continue tosell your business when you're
out there and your brand butyou've got to start by getting
the reviews, so definitely gotto start.
Speaker 2 (30:34):
I love it.
I think this is just a really,really helpful.
You know, we all know it, butpeople don't stop to just get it
done.
Speaker 1 (30:42):
Right.
Speaker 2 (30:43):
So we need a call to action here, right?
Because people, if you are notdoing this or if you're not
doing it at the highest level,like let's just book a time on
our calendar to stop and to workon it and get it going.
Speaker 1 (30:53):
Definitely.
So my yeah, my call to actionon this would be uh, if, if you
heard anything here that spoketo you, take action on one thing
, pick one thing to take actionon and go and do it.
If you already have the Googlepage set up, then now take
action on reaching out to yourdatabase to ask for them.
If you don't have it set up,that needs to be your action.
(31:13):
Go, like, leave this podcastepisode and go set it up, or put
it on your calendar.
Make sure it gets done in thenext week.
Speaker 2 (31:21):
Love it, love it.
Speaker 1 (31:22):
Guys, thank you so much.
This has been an honor.
I appreciate it.
Uh, if this was helpful for you, please share it.
Um, you know, give us a like uhsubscribe.
Speaker 2 (31:31):
Leave us a review, oh man, there we go.
Speaker 1 (31:36):
We don't have a review for the Secret Sauce
podcast.
We don't have a Google page.
We should probably get one,okay let's do it.
All right this week by the timethis episode drops hopefully
it's there If you guys wouldgive us a review on any of the
podcast episodes.
All the podcast services have away to do that Apple Podcasts,
where most people listen to usand you can absolutely review
our podcast.
(31:56):
So we would love it if youwould do that.
Speaker 2 (31:58):
It would mean the world to us.
Speaker 1 (32:00):
See you next time, guys.
Thanks guys.
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