Action, like any company, depends on continued growth. We must always answer each call with professionalism and enthusiasm. There are 2 types of New business calls:
- Interested in Management services, meaning they are looking for a management company to manager their community OR
- Interested in our software, SnapHOA. Some inquiries will only be about them interested in our software and not our management services for their community.
Once a caller indicates they are inquiring about our services as a management company OR for SnapHOA only, continue as follows:
***If the caller asks for a specific person, warm transfer them without question.***
INTERESTED IN MANAGEMENT SERVICES FOR THEIR COMMUNITY:
“Thank you for your interest. I will gather some information from you and will connect you to someone who can assist you:
(Use your Marketing PRE)
- “May I ask who am I speaking with and your relationship to the association please?” (Position on Board)
- “In case we are disconnected, may I please have your phone number as well as your email address?”
- “If you don’t mind providing additional information to better assist, may I have the name of your homeowner’s association, how many units there are, and the city in which it is located?”
- “Is this a condo, high-rise, single family, etc?”
- Is there onsite staff at your community?
- “Thank you so much for the information. May I ask how you heard about us?
- One moment please while I try to connect you with someone who can assist you further.”
Follow these steps after obtaining the information listed above:
- Hailey Flatt – Warm transfer to zoom extension 2616. If Hailey does not answer, leave a message stating that you have a marketing call and you will be emailing the information. DO NOT take the time to leave the caller’s information in the voicemail as you will be emailing it.
********NEVER ROUTE A MARKETING CALL TO VOICEMAIL********
Use the following Script if you were not able to get a hold of the above contacts:
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- “Thank you so much for holding. I’m unable to locate someone to take your call at this time however I will relay your information and someone will return your call as soon as possible. Thank you so much for considering Action Property Management. Have a nice day.”
1. Email all the caller’s information to the Marketing Team at begin@actionlife.com
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- Use your Marketing Quick Step
INTERESTED IN SnapHOA ONLY:
“Thank you for your interest. I will gather some information from you and will connect you to someone who can assist you:
- “May I ask who am I speaking with and your relationship to the association please?”
- “In case we are disconnected, may I please have your phone number?”
- “If you don’t mind providing this information, may I have the name of your association, city & State, and if it is currently self managed?
- “Number of units?”
- “Thank you so much, one moment please while I try to connect you to someone who can assist you further.”
Follow these steps after obtaining the information listed above:
- Kelsey Weisenberger – Check EIO status before warm transferring to extension (not cell phone). If Kelsey does not answer, go back to the caller and follow the next steps.
********NEVER ROUTE A MARKETING CALL TO VOICEMAIL********
Use the following Script if you were not able to get a hold of the above contact:
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- “Thank you so much for holding. I’m unable to locate someone to take your call at this time however I will relay your information and someone will return your call as soon as possible. Could you please also provide your email address so I can provide that to them? Thank you so much for considering Action Property Management. Have a nice day.”
2. Email all the caller’s information to Kelsey W. at leads@snaphoa.com (NOT her personal email).
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- Use your SnapHOA Marketing Quick Step