Leading Luxury Builders To Great ness
FREE GUIDE USING YOUR SURVEYS & REVIEW S PIPELINE How your CRM helps you stay connected with current and previous clients along their building or remodeling journey
OVERVIEW YOUR SURVEYS & REVIEW S PIPELINE
CLB created the Surveys & Reviews pipeline to make sure we are staying connected with current and previous clients along their building or remodeling journey.
We want to make sure our builders are delivering a 5-Star experience throughout the whole project. Receiving feedback is crucial for growth in a company and we fully utilize our CRM to track the progress.
YOUR CLIENT'S PERSPECTIVE Before we dive into what you will be doing on your end in the CRM, we?re going to walk you through what a client goes through during the survey process.
CLIENT RECEIVES EM AIL W ITH SURVEY The client will receive this email asking them to complete one of the 7 surveys we have depending on what stage they are in.
THEY BEGIN DESIGN AGREEM ENT STAGE They will begin with the Design Agreement stage then you will manually move them through the sales pipeline for plans and construction agreements.
YOUR CLIENT'S PERSPECTIVE CLIENT COM PLETES SURVEY They will click on the ?Survey?button and it will bring them to this survey. The client will fill out the survey then submit. Anytime a client fills out one of these surveys, you will receive an email notification from the CRM leading you right to the client?s lead record. Under the custom fields section, you will be able to see links to all surveys they complete. This is great for reviewing feedback! If you notice any negative comments, we recommend giving the client a call to talk through the issues.
CLIENT RECEIVES A REQUEST TO LEAVE A REVIEW After receiving all 5 stars on the surveys, you will want to send the Request for Review email campaign.
YOUR CLIENT'S PERSPECTIVE CLIENT SHARES 5-STAR REVIEW TO GOOGLE Please keep in mind that if at any time you receive all 5 stars and positive feedback from the surveys, ask for a review, even if this is in the middle or at the very beginning of the client's project. To Google, a 5 Star Review is a 5 Star Review.
YOUR PIPELINE TRACK THE LIFELINE OF A CONTACT Now that you know how the client?s process works, we can switch over to the Surveys & Reviews pipeline to track the lifeline of a contact. You already know the process of how the Sales pipeline works so we will start with moving a client from sales to surveys and reviews. Anytime you mark an opportunity ?Closed-Won?in the sales pipeline, it will create a task for you to send out a survey. You?ll find the task in your task manager then you can select the contact and it?ll take you right to the lead record to send the correct smart mail. This process will happen for all design, plans, and construction agreements. Once a client is marked ?closed won?in the construction agreement stage, we will move them over to the surveys and reviews pipeline. Keep in mind, we will not ever use products in the surveys and reviews pipeline as this is strictly for tracking surveys.
CLEARLY IDENTIFY YOUR M ILESTONE STAGES As you can see on this pipeline, there are 7 stages. The first two are Milestone stages. Every builder has different milestones that they like to highlight throughout a project. When those come up- make sure to move the opportunity to the milestone stage. This will create a task for you to send the survey for the first milestone to the client.
YOUR PIPELINE There is a second milestone survey stage in case there are more milestones that you want to highlight along the way. It is optional and will create a new task for you if you like to use it. If not, they can move right to the Project Completion Stage where the same steps will happen with task creation.
REQUEST A REVIEW FROM YOUR CLIENT The same process will happen for the review request stage - CLB will assign the builder a task to send the Request for Review smart mail to the client-hopefully, they move quickly with leaving a review - if they don?t respond to the review, you can start the ?Request for Review?email campaign.
M OVE CLIENT TO 1-YEAR ANNIVERSARY STAGE Once you get the review from them, we will move them to 1-year anniversary stage which will send them a reminder in one year which will hopefully lead to a referral from your satisfied client! When moving the 1-year anniversary opportunity, make sure to update the close date one year from the day you move it. It will remain in that state until you receive the survey from the client which then we can mark as closed-won!
HOW TO FOLLOW UP SHOW CLIENTS HOW THEY CAN SHARE THEIR REVIEW
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When someone leaves a review on your website, the CLB team goes to the other platforms to double-check if it has been shared to sites like Houzz, Yelp, Facebook, and Google. If they didn?t share it, you will receive an email from us walking you through how to explain to clients how they can share their review. We have created Smart Mails for you to send to clients if the review is a 5-Star or less than. The process we have created with the Surveys and Reviews pipeline should help your team stay organized and on top of communication with clients throughout the whole building process. We want to make sure your clients recognize the 5-Star work you are putting in for them!
Thank you for part nering wit h CLB Net work!
"Home builder companiesthat leverage CRM software see a 29% increase in design, plans, and construction agreements signed, a 34% increase in businessdevelopment activities, and a 42% increase in salesforecast accuracy." ~ Kalika Shelar, CLB Network