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August
11

In this week's Tech Tuesday, Harley Wolfarth reviews creating and using Customer Lists in DeltNET 6 to connect with prospects and clients effectively.

Video Transcription:

Harley Wolfarth:

Greetings and welcome to another edition of Tech Tuesday presented by Delta Media Group, where we feel like we should just head on down to the Winchester and let this whole thing blow over. So, today we are going to take a look at customer list. We've done some videos on this in the past, but we've added some functionality. So, we want to give it another look and go through some of the new things that you can do with it.

Harley Wolfarth:

So, first off, in order to get to customer lists, you may have a tile for it on your agent dashboard here, your welcome page. You may also have a tile for it on your CRM page, but as these tiles are controlled at the company level, so you can have custom tiles depending on your brokerage, those tiles may or may not be there. You can also expand the CRM menu here, and then the last option is customer list, so we can click there or you could type customer list up here in the quick action search box, and then it'll come up in the results and you can click on it to get there that way as well.

Harley Wolfarth:

So, I'll go ahead and click on this one. That's what I'm used to. So, here we are, now what customer list allows you to do is pull up a list of customers, who would have guessed? Based on some very specific criteria. So, you can get as general or specific as you want with these filters, but the idea is that you can really fine-tune a list of customers here and then open them all up in bulk to help you out with prospecting. The bulk opening allows you to either send an email blast out to everyone in that result all at once, that result set, or you can group them all together so that you can use it later or add them to a campaign.

Harley Wolfarth:

So, you have a fair amount of options once you've opened them up that way. The main functionality there is that, once you have them all opened, you can go through them one at a time by just clicking the next button and you can contact each one, leave a note, and then click next to move on to the next one really quickly. And it just simplifies the prospecting experience, so that is what it is designed for. So, as far as these go, you see you have your set of filters up here at the top, so we'll just take a quick look at those. So, under activity, you can see that you can pull up based on different activity types or the dates that that activity took place. So, we have last activity, I can go to homefinder sent, and I can say last seven days.

Harley Wolfarth:

So, that would be everybody that received a saved search email within the last seven days. I can do when they last made a request, so they make a request within the last seven days, last logged in, last contact, or just what day they were created. So, if I wanted to only see new customers that were created in the last 30 days, for example, I can just say created between last 30 days, and then that sets that up for me. And then, I would just hit search customer list and it updates the list to only the customers that match that criteria. So, you can see showing one of six, filtered out of 176 entries. The next thing I can do, is under customer info, I can pull up any customers based on their contact information, so name, email address. This is the easiest way to pull up a single customer if I want.

Harley Wolfarth:

I can also pull up customers with a birthday range here, which can be nice if I want to call everybody up and tell them happy birthday, if their birthday is this month. I can select the beginning of the month here and then select the end, there we go. And then, I would just hit search and that would give me every customer that has a birthday in that range. And then, when I open them in bulk, I can actually go through them and send an e-card to each one, or get each one on the phone and just tell them happy birthday over the phone. Now, this is new functionality that we've added in here recently, you can search by any family member now. So, originally you could only search by a spouse name, but in this case I could search by a spouse name still, or I can search by a child name, mother, father, or sibling.

Harley Wolfarth:

So, I have a lot of different options as to how I can return customers here. I think it is probably used most often for a spouse name though. So, I would type in their spouses name and I would get every customer that has that name used as their spouse, I can't think of a better way to put that. Or I can search all family members at once, so if I know a family member's name, I can type that in and it will return everybody who has a spouse, or a sibling, or a child, or even a pet might even be in here, there we go, or a pet, with the name that I type in here. So, I have a lot of options as far as how I can pull back customers using this information. Next, I have opt-out status, so I can very quickly produce a list of everyone that has opted out of email.

Harley Wolfarth:

Also, I can very quickly produce a list of everyone that has a market watch or does not have a market watch set up, and then the same goes for saved searches. And those last two can be particularly handy because I could pull up all of my customers that don't have a search saved or don't have a market watch setup, and I can just run through them and set all those up for them pretty quickly. So, these can be particularly handy filters for the system. So, we'll close that out. And the next one I can do is groups and labels, so this would return any customer that is within any of the groups I select in here and I can multi-select, and then the same thing for labels. I would multi-select labels here to get all the customers back that have any of those labels attached to them. Next, under requests, I can pull back customers that have had requests based on different criteria here.

Harley Wolfarth:

So, a request would be, a customer comes to the website and they ask for a showing, for example, so that would be a showing request. So, I can go request type showing, run a search, and that would be everyone who has made a showing request on the site. I can do initial source, so this would allow me to return all customers that have come in through my website or those that came in originally through the company website. Or if I have Zillow Tech Connect set up, I can narrow this down and say, show me all customers that came in through Zillow Tech Connect initially. So, this can be pretty handy to get customers that came in from a specific source, so that I can then prospect them or market to them in a specific way. And you can see you had the same thing for last source, so not their original one, but where they most recently came from. Request platform gives you a few breakdowns here, as far as, in the high level, did they come from company website or agent website? So, this can be pretty handy as well.

Harley Wolfarth:

And then, you also have some lead referral source stuff in here that has to do with where the leads came from originally. So, these came in by going directly to the webpage, but if, for example, I had customers coming in from Facebook, depending on how they got to my website and whether that was the first time they got to my website or not, I may be able to look in here and see, show me only customers that originally came in from Facebook or from a link from Facebook.

Harley Wolfarth:

So, there you go, close that one out. Next we have viewed, now what this has to do with is the property that that customer has viewed. This one is particularly nice, in that if I have a new listing that comes on the market, for example, I can go here and I can put in some criteria that is similar to that listing. In some cases I won't want to be exactly on, so you're looking for customers that are interested in properties like that property and not necessarily that exact property. So, you want to have a price range around the property and keep that in mind as you fill in all this criteria. If it's a three bedroom home then anybody who's interested in two plus is going to be interested in that one, potentially. So, I could put two to three in here, or two to four in here, and that'll give me an idea.

Harley Wolfarth:

So, but what this does, is once I have this all filled in, just with this property information, when I run the search, it is going to return all customers that have viewed a property that matches whatever criteria I have in here. Now, another thing that is handy, is that I can do this with multiple zip codes also. So, if I have a new listing that comes on, instead of just putting in that listings, zip code, I could look for everyone that's interested in that zip code, plus maybe the nearest two adjoining zip codes. Because if they're interested in that one specific one, maybe they're looking in the general area. And then, once I get the list of customers, I can go through them and dig through the specifics there, but this will narrow down my initial list.

Harley Wolfarth:

Next, I have some options for assignment. This is particularly useful in this delegate functionality. If you are a team leader and you are going in and leads are getting assigned to the team, and you are delegating those out to team members, this functionality lets you return a list of only customers that you have delegated to specific team members. So, that is particularly useful. Then you can also exclude delegated customers, so you see only customers in this list that have not been delegated out, which can be nice if you're going through and trying to get those delegated. And then, another thing you can do is narrow these down by fee type, that has to do with the fee that is attached or the fee type that is attached to the lead. Generally, that equates to ... And every company's lead processing and lead routing rules are a little bit different or can be a little bit different.

Harley Wolfarth:

But what that primarily has to do with is leads that come in as broadcast leads, that you accept to broadcast, would typically be a fee lead, whereas a lead that requests you directly, either by asking for you in some way, going to your website, those would be considered non-fee leads. So, this allows you to narrow this list down by that information, if you choose to. Now, the next thing we have here is filter tools. So, what this will do is show you all of the things that you have selected in all of these filters. Now, that's nice because there are so many filters here. You can quickly look here and see what you have selected, instead of going through each one. This also allows you to save filters. So, if you find that you are commonly going in here and looking for customers that match the same kind of information repeatedly, then you can save a filter, and once saved, you can select it from this dropdown and then just hit load and it will load up everybody that matches that filter you have selected.

Harley Wolfarth:

So, that can be a pretty good time-saver if you are commonly going in here and looking at customers that have been created within the last seven days or customers that have recently made a showing request, that kind of thing. You can set up a filter for that and then just pull it up instead of going through and selecting each thing individually again. And then you can also click remove to get rid of any of those filters, if you want to remove them later on. Now, the next thing you can do here is, under columns, you can select what columns appear in this report. So, this is also a relatively recent addition. We have a default set of criteria, first name, last name, email address, the date they were created. But if I wanted to see their initial request source, I can just check that box and you can see it added it to the list.

Harley Wolfarth:

If I want to see the envelope salutation being used for each of those customers, I can do that, spouse name, birthday. So, there are a number of different things that I can narrow this down by. And like the other filters, the request source dropdown menus, I have a filter section up here where I can type in what I want to filter them by. And you can see it narrows the list down for me, so that I don't have to search through everything if I'm looking for a specific column I want to add. But that's all there is to it there, you just select the columns that you want to put in this report and it'll add them automatically. Now, another piece of that is, if I go up here and hit export customer list, the columns that I've selected are also the columns that'll be used in my export. So, that's not just what appears here, but what'll be exported.

Harley Wolfarth:

Additionally, I can use this save table layout button to save the column selections that I have here. So, if I've selected my custom columns, and I know that these are the ones I am going to be interested in most of the time, I can save table layout and that'll save those as my default. So, whenever I go to this page, it's that set of columns that I'll be looking at initially. Now, the next thing you can do here is, we'll go up and click on this advanced search button, those binoculars up here and this opens up the advanced search functionality. I won't get too deep into it now, because this really is advanced functionality, but I'll just say that you do have the ability here to use a lot of ANDs and ORs in pulling up your criteria. So, I can do something like, if I have my customers segmented into groups and really fine-tuned that way, I can say, show me a customer that is in this group and in this group, but not in this third group.

Harley Wolfarth:

And I can also put ORs in there. So, I could say, show me a customer that is in this group, or this group, or this group and they're not in this other group, and I can do it off more than just groups. You can see, I can do address, city, state, so I have a lot of criteria I can use here to really fine-tune the results that I get of customers, and that can be really useful for prospecting. If that is the fine grain control that you get into when prospecting your clients. So, we'll go ahead and close that out. Now, once you've run a search and you have your clients all set and your customer list, it's all loaded up. You have the ability to, first off, if you have too many columns, you have a plus sign next to each record that allows you to see any of the columns that there wasn't room to display here.

Harley Wolfarth:

And that just depends on how wide your browser is or a browser window is, to determine how many columns you'll be able to see. But I can go through here and I can use these checkboxes and I can select customers that I want to open all at once or bulk open. Now, if I have a lot here and I'm selecting them individually, I can also search for specific customers this way. So, if I just type their name in, you can see I get the results that match and I can select those. And then, the next thing I can do is, I can use this checkbox up here at the top and select all, from here I can select only the page I'm looking at, or I can select the entire result set. So, if the result set spans multiple pages, I can use this and select all pages at once. So, that is definitely handy there.

Harley Wolfarth:

Now, I also have the ability to make my pages larger. So, if right now, by default, I'm seeing 25 entries per page, if I wanted to see 50, I can expand that, and then you can see I've got 50 results here. And then, for each one of these results, I can also open them individually. So, I just click on actions. I can view their profile, send them a message, or I can create a task or a to-do really quickly from here for that customer. So, what we'll do is, I've got 50 selected, I'll go ahead and click this and I'll select just this first page and you can see it checked all the boxes, so that first page is selected. I can then click here, open selected customers, or if we go down to the bottom, you can see we've got another button. We like to put it both places for convenience, can't go wrong with convenience there.

Harley Wolfarth:

You can see it's limited to 10,000 customers, and generally you're not going to open more than that in bulk. In fact, I would imagine you're not going to get anywhere near that most of the time, when you're actually prospecting customers, but once you have them selected, we're going to click open selected, and that's going to take me through to this page that allows me to cycle through them. So, from here, you can see this page has changed a little bit from what it was originally set up as, but we have our selected contacts list up at the top. So, you can very easily see the contacts that you did select. You can filter this the same way you could on the other page, just type in a name and it'll auto-filter that list.

Harley Wolfarth:

And then, as I click on one, it loads up down here at the bottom, so it actually shows me their profile page. So, the idea is that I can quickly run through each of these and see each customer, put in some information. What I would normally do is click here, maybe make a phone call so I can pull their number up here. Maybe send them a text message if I have my virtual phone number set up, and then hit add new note, to note what our phone call or what our text message amounted to, and then just move on to the next one.

Harley Wolfarth:

So, the cool thing here is it very quickly allows me to run through, contact each customer, note each customer, and move on to the next one. So, that is the primary functionality here, and know that because you have their entire customer profile page loaded here, you can go down, you can also add a saved search, you can add a saved property, you can see all their history. So, all this information is available to you right on this page, or you can send your text message or email from this section down here at the bottom. So, you have all that information readily available, you fill it all in, maybe right while you're on the phone with them, and then go up here and click on the next one, and then you're onto the next one. Now, the additional functionality you have here is, if I scroll up to the top, you can see I have some group actions attached to this list.

Harley Wolfarth:

So, if I click on communication, you can see that I can send an e-card out to this list, an e-blast, SMS message, again, if I have my virtual phone number set up and the customers in this list have opted in to SMS messaging. And mail merge, which would allow me to just set up a PDF that I can print out, that has filled in with their customer information in the places where I choose. So, clicking on any of these things would just take me through to the corresponding interface, but then load up this group as the recipients automatically. And we have videos that look into the specifics of e-cards, e-blast, sending text messages and setting up mail merge. So, these take you basically straight into those. And next, we have marketing, so we can add a saved search to this group as a whole.

Harley Wolfarth:

So, if I were to click on this, there we go, you can see it loads up our saved search interface, where I would set up my saved search and then add that to all these customers at once. So, it allows that bulk action there to save me some time, if I'm creating the same saved search for a lot of customers. Now, I can also add them to a group. So, from here I can select from my existing groups or I can create a new group by just selecting create a new group, putting in a name, hitting create, and then I can add them all to that group at once. And then, lastly, I can go over here and select labels and I can attach them all to a label at once. Now, this is particularly nice if I want to pull up all of my customers that are in a certain phase of the sales pipeline and then add the appropriate pipeline label to them just in one bulk action, so that they all show up in the right place in my pipeline manager funnel.

Harley Wolfarth:

So, there you have it. So, that is how you can use customer lists to go in and pull up a list of customers based on criteria that is as general or as specific as you need it to be. And then, how you can interact with that list of customers either by exporting or finding your way in here and running through this prospect interface or performing any bulk actions for that list all at once. So, as always, thanks a lot for joining me. If you have any questions, comments, concerns on this, or anything else, feel free to give us a phone call or send an email into support@deltagroup.com and we will be happy to help you out with whatever you need. So, thanks again, and I will see you again next week.

 

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