Jen
I love a good ear party, Reyna.
Reyna
yes, we need one.
Jen
Well, Olivia and I are amazing. Content creator, manager was just talking. We were talking while we were waiting for you about our ear piercings and her piercer. She's probably like, Stop talking to us, Jen. But her piercer actually traveled with the Grateful Dead band back in the day, as I was saying. And was their Piercer Wow. And so, yeah, I love a good ear party.
Reyna
And this whole conversation.
Jen
Yeah. Now. But you know, like ear piercings are addictive, just like tattoos are addictive. So it's like, be careful once you get one. Do you have any tattoos?
Reyna
I don't yet, but is on the plan to get one with both of my daughters. But one of them got to head because she is a Libra so she cannot wait on anybody making a decision. She's like, I'm in and I'm ready for it. And she sent me a picture of that last time in a video, so I get ready to share that.
Jen
She just she just said, I'm ready to get one. She went and got one without you.
Reyna
She did. Well, we've been talking about it for six months, so I don't blame her on the waiting. She is I'm in. I'm going forward. And she her first one is my birth year. So she wanted to honor her mom. and is my birthday year.
Jen
You have a birthday. Okay. So what did she get? What's what's your what's the tattoo?
Reyna
It is a 1984 with two butterflies.
Jen
my God.
Reyna
I wish I could show a picture or a video, but it was definitely sweet. And in the same time that I missed that first time with her, this. This time around, we'll get one together.
Jen
my gosh. And it's your. Yeah, it's your birth year, It's actually your birthday month. Yes, it is. Coming up.
Reyna
And we celebrate all month long. Done because it's also your birthday. So that's a six things, a celebration.
Jen
Hey, fellow Capricorn, I'm honored to be in your presence.
Reyna
Yes.
Jen
All right, let's get started. Today I am joined by one of the best people in all of the land. And I mean, let's hold on. Let's. I'm sending you a virtual hug. Give me a virtual hug that all very tight. Reyna Estrada, she is the official national Internet sales manager for my homes. But, you know, I was actually looking at your LinkedIn profile.
Jen
And guys, if you go connect with her on LinkedIn, the very first things that are on her LinkedIn servant leader, Human Connection mission new home sales enthusiast online sales expert. IBS Speaker NAHB Silver Award Winner 2023 Pro Builders
Jen
40 under 40 Am I Homes Ambassador, I love that you lead with servant leader and human connection mission and that's why I love you so much. We are so excited that you're on ops with us today.
Reyna
Then you know I'll love you more. I am a servant from the heart in it. I just love human and humanity and I'm always seeing the best in people. I think that's just a reflecting light that I have when I come with anybody in connection. I think it's not a coincidence, right, that we connect in any way. So I'm excited to connect with more.
Reyna
Do you convert team members? Yeah, we were talking about earlier. Yeah. Just because as a family, I think we bring so much to the table that we can share and propel forward together in life professionally or personally. And that's where my heart is when working with people.
Jen
Yes, Well, that's what I want to talk with you about today, which is which is the main reason I want to have you on. And then also just because I want to hang out with you, too. But let's get into it before we kind of get into what online people are talking about right now. I can you do a couple of housekeeping things with me?
Jen
I got some I got some housekeeping things I need to do first. And one of them actually involves you, first and foremost, the Builder show is coming up, right?
Reyna
I am so excited. Anything this year? Not this year.
Jen
Okay. You spoke last year, though, right?
Reyna
I did. Okay. Opportunity to do that.
Jen
So I get to see you there. So Builder show coming up, online sales, there's lots of education for you out there, so you should definitely attend. It's February 27th, I believe it starts and it goes through like the 30th that week. You have some online sales specialists that are up for awards.
Reyna
Write you a shout out to Carrie in Sarasota or O.C. of the Year, Lauren and Emily for Team of the Year. So I am super, super excited about the Nationals. Also, to see you speak and see you be recognized for your work too.
Jen
so you look, I'm trying to make this about her. She keeps flipping it back.
Reyna
Okay? I mean, like, a little bit. Okay. I gave a shout out to my team, but also, did you convert? We have Gardner. Would you convert four years? So definitely is a partnership to see our team get recognized for their growth professional.
Jen
And we're going to party and we're going to party for our birthdays.
Reyna
So we're going to dance.
Jen
We're going to dance. Hold that thought, because I want to talk to you about that. Okay. The other housekeeping thing is we have our online sales academy that is coming up. Jesse Suggs and I are going to be putting that on April 3rd and fourth. It is virtual. If you are wondering, should you attend the online sales academy, You should, if you are new to the role, haven't had any formal training or maybe you've been in the role for a while, but you know, you need some structure, you need a refresh, you need some processes and want to get back in to do some fundamentals.
Jen
So you should definitely check that out. And then my most exciting holiday, other than Rayna's birthday, my most exciting holiday is coming up. Rayna February 9th is National OIC Day is.
Reyna
I can't wait. I am counting down to celebrate the team. We have 27 offices across 17 markets and our national support team is four, so I can't wait to celebrate them. I don't know when this is coming out, so I'll try to keep the surprise a little bit, too.
Jen
Yes, it will come out. So this should come out next week or so before so if you're listening, leaders, get ready, right. Get ready to celebrate your team. And Rayna, what did you do last year for your team? Do you remember what you guys did?
Reyna
Yeah. So it's been this is a third year. Yeah. So the year before that, I reached out to our sales leaders in each market to recognize their team. I saw a lot of gifts being sent, a lot of flowers being sent out to celebrate the overseas. The year prior I reached out to or who consultants are on site sales team and there's a lot of them and I asked them to personally send a note via text, video or email to celebrate and appreciate them on this special day as well.
Reyna
Definitely we have send them books, gift cards, and there's a gift coming this year to woohoo.
Jen
Okay, so February 9th, February 9th, everybody definitely go check out. We'll have a blog about this. You can read about it and get some ideas about how to celebrate your online sales specialist.
Reyna
Yes. So we noted save the date on your calendar. Plan for it too to celebrate, appreciate and valley your team and dance with them.
Jen
Dance OC moving on to what are online people talking about right now. What are you hearing from your team? You said you have 27 Internet sales managers that you are working with right across across the country.
Reyna
Correct. What are.
Jen
You hearing? What's the vibe?
Reyna
Definitely. Right before the holidays, I met with everybody and we just had our kickoff meeting for 2024 this week. And definitely the increase on Internet leads on calls are up. So I think this spring selling season started a little bit earlier. Well, so definitely a lot more appointments year over year, which that just informs that we're going to have more sales.
Reyna
We need an appointment to have that sales and all three of those are up in the first two weeks of this month.
Jen
Yes, things are rock and roll. And Rayna, I was talking with the builder the other day that had like in the whole month of December, had 150 appointments. But in the first two days of January, already had 50 appointments.
Reyna
Wow. On the first.
Jen
The first couple of days, the team had already had had already booked 50 appointments. But in December it was 150.
Reyna
100 people.
Jen
Yeah, like spring market is early and fact you know, we talked about this on the last episode. You know we're seeing traffic just go, you know, almost reach records right right now. So the leads will follow the traffic So so hold onto your buts Like, let's go, let's get ready, you know, have that intentional we talked a little bit about last time like have that intentional time blocking in your day.
Reyna
So.
Jen
Everything you can do, everything accomplished. Hey, side note, I have to tell you this because I didn't really get a chance to talk to you, but I met with your your support team and I'll have you explain a little bit about what that is in just a second. But I met with your support team yesterday and they were teaching me.
Jen
They were teaching.
Reyna
I learned from them every day.
Jen
But you know, as a leader, like, it's important. Like make sure you ask questions and be curious with the people that you're you're managing. And let them talk to you. Let them teach you like you can learn so much. They were talking. They were telling me about Mel Robbins five second rule.
Reyna
Yes, I.
Jen
I didn't I didn't know about that. And I was like, I'm going to go check that out. It was so cool. It was natural.
Reyna
Those habits and routines. I am always open to hearing from the team and active listener, and we have to be learning and we have to have the growth mindset, not just as an O.C., but has the leader to be able to serve the team and our customers in return.
Jen
Yeah. Okay. What else are online people talking about? Yeah, they're busy. You know, we're we're in the process of finalizing the benchmarks. You know, everybody's got their goal setting done, and they're looking at, okay, what what am I goals need to be for this year as far as metrics. Right. And so we're in the process of convert. We're finalizing those Q metrics, but then also looking at the data for the year and, you know, going to be putting that out there as far as are our key takeaways.
Jen
But I wanted to share with you a sneak peek.
Reyna
You can watch.
Jen
Irena, but also with everybody listening, with everybody listening. I like sneak peek at what how 2023 is shaken out so you know how to plan for 2024. So we analyze data from 112 online sales specialist. We work with more than that. But again, we are only looking at online sales specialists that count everything the same way, like they have to count leads the same way, appointments the same way, sales, the same way to curate.
Jen
Yeah, to keep the data integrity there. So we looked at 112 OSes, we looked at 200 and 200,000 leads, 63,000 appointments, 14,000 sales, and the 2023 averages are looking to be right about 41% on average meeting for lead to appointment, which is up from 2020 to 2022 I think was 37%. Again, don't hold me to exactly these numbers because we haven't put this out in print yet.
Jen
So just I'm.
Reyna
Holding you up to it.
Jen
41% lead to appointment, 20% appointment to sale, which is so awesome that what we look at is like when we look at it from 2019 to now. And we look I mean, think about everything that's changed in the market since 2019. The appointment to sale really has I mean, that has stayed really consistent like that. Yeah. And then overall contribution across the board right now is looking to be right about 47% in Q4 it actually was back up to 50%.
Jen
You might remember, Reyna it had dipped a little bit. I did it in, you know, an influx of walk ins and realtors. Yes. Now it's creeping back up to that 50%. So if anybody's ever wondering, like, where should I be? 40, 20, 50, 40, 20, 50, 40, 20, 50, 43.
Reyna
We align with you and do you convert? Because we just kicked off the meeting and 40% is is our goal for lead to a women with a 50% sales contribution. Come on where are you on that call?
Jen
Yesterday I was I was creepin as I was you creep and I love.
Reyna
This that we are we're aligning with the goals right And haven't those a stretch goals too Right. This is high performing teams. Yeah definitely Having that coaching and resources to be able to perform. So that's exactly where we are for goal setting. Won't lead to appointment or answer rate went up last year for both. For both as well.
Reyna
So I'm excited to see that trending for the for the online sales team and our industry.
Jen
Well, I'm so excited. I love talking numbers, don't you?
Reyna
yes, I do a lot of numbers for a kickoff meetings. I think probably ten of my lines on the presentation were numbers from leads, no demands, your answers sales. And you have to know where you are because that informs your your path forward for the new year.
Jen
Yes. Yes. Okay, Reyna, we're moving on to our special guest topic, Human Connection. So that is your superpower. Like, seriously, I remember when I met you at the beginning of 2022, I think it was like I've known you my whole life, but 2022, Mike Lyons said, I want you to meet Rayna. You guys are going to be best friends.
Jen
And I was like.
Reyna
He really into the world?
Jen
Yeah. Yeah. I was like, Really? He's like, yeah, you're my best friends. Instantly, right? And human connection. Best friends, right? And you're. You're like my accountability partner or mentor as well. But this superpower of human connection, you know, you're you're an OG online sales specialist. So when did you first start in the role and I want to know like how did you use the superpower when you were in the seat as an online sales specialist?
Jen
How did this benefit you?
Reyna
Those are all great questions, and I hope Mike is not jealous that we became BFFs, but he called it outright. You know.
Jen
He put it into the universe.
Reyna
So that universe that here we are. Yeah, definitely. I feel it is just a passion to serve others, whether it is in homeownership or just attaining their dreams right in life. So has an OGE back in 2008 when I started in the role and I was introduced to I now I was introduced to online sales. I think I was a little bit scared, to be honest.
Reyna
It's like, Hi, I'm going to take that superpower that I at that time, probably that I know I had. Yeah. Into that phone conversation. How am I going to connect to the customers and do what our onsite sales team does and is build trust and I think one of the things that I think, like you said, one of the gifts and talents is just to be be an active listener, right?
Reyna
And as just be curious about that customer and just like you're having a, a conversation with a friend and I started treating those calls more of transformational than a transactional phone call for a number, right? Is like how I'm going to impact this customer's life or a decision or a guidance. And the reason I think line that drove that is I was 19 when I built my first home, so I didn't know what I was doing.
Reyna
I didn't know if I was signing my soul away on those financing documents. So that was also born is how can I help people to educate them to that next step? How can I set those expectations of everything that the home buying and home building process journey looks like? So that also was born from my experience of buying and building of the things that I didn't know.
Reyna
I wanted to make sure that I shared that with a customer and given reassurance of the journey. That is fun, right? It is emotional but is also fun on that dream of your new home or just being a homeowner. So that's where a lot of the things were born and had. I was going to connect and I was looking, that has a number on the car, has a number on the treat.
Reyna
It was How can I change people's life from that interaction that I have with
Jen
I, I have chills. I just want to original quotes from Reyna Transformational versus transactional experience. I mean, what you're saying, like, I just wrote that down because that is so true. Like we forget what a big deal this is because we're in, we're in it like this. Like we're just in this world day to day. So it can seem a little transactional.
Jen
We just spent 5 minutes talking about numbers. Yes.
Reyna
Yes, we did.
Jen
And now we're going, okay, wait a second. There's there's a lot of stories behind those numbers, those those leads, those appointments. It's really those customers, those appointments and those sales. There's a lot of stories. And so I love.
Reyna
That one has a story.
Jen
Transformational. And so as an online sales specialist, what you're saying as you took that you were empathetic with those customers you were talking to because you had you had been a new home buyer not knowing what you were doing, not right, and you were relying on somebody to guide you through that.
Reyna
So absolutely, Lisa. I definitely wanted to become that person. And what I needed to do, like you said, is being empathetic with their journey because everyone has a story. And I don't think that those two words I knew that back then. I just know them now right where I was create and that impact for every for every customer that I came in contact with.
Reyna
And over 12 years on the seat obviously is countless right of the times. But we are that first impression. Right. So you had to be welcoming it is that front door to your company and you have to care for other people that you're not even going to meet in person. So in order to do this role right with passion, you really have to care of the impact that you're making on that person's life for the company and for your city.
Reyna
At the end of the day.
Jen
Man, your isms are lucky to have you as their their mentor and their leader. You have such an amazing outlook and just positivity and energy just oozes from you. I've seen this firsthand because I've been in your presence in person and also how do you stay so positive and keep that amazing outlook? Like, what's the secret?
Reyna
What is the secret? my goodness. I think being grateful for every opportunity for what I have been given and always seeing the positive side of things. What is this teaching me? What what am I going to learn? What is this person bringing into my life and what can I give in return? So one, I think the gratitude of every day.
Reyna
If I woke up today, there is a reason and there is a purpose. So I don't know what that is. But I definitely wake up with that intention of who lives or who is going to impact my life, right that return. So that's definitely one I think the second one is generosity. I think everyone here is given talents and gifts and those are great to share with the world, right?
Reyna
I think there is a market share. There's enough for everybody and for you to share those with the people that you come in contact with. That's that's the way to propel forward together. And that's one one of the themes for the year for for for ideas and team is better together right. How do we enrich our lives and that so giving back and that's where the last few years of my career has been is how do I give back right to others that are entering this role or entering the industry?
Reyna
How do I pay it for? So I will say the combination of those two.
Jen
And you like to celebrate everything. I feel like I feel like I feel like you just you just want to dance. Like, hey, let's have a moment, let's dance, let's just celebrate. Where does that come from?
Reyna
Where does that come from? I definitely, definitely, yes. I celebrate everything. I think we talked about it earlier on the call to.
Jen
Celebrating the month. We're celebrating the month of our birthdays.
Reyna
Yeah, celebrating the month, celebrating everybody's birthday. We're anniversary life changing moments is getting married, becoming a homeowner. It's just because you have all those small things you have to be appreciative of. So I think comes back to being grateful for that, that you had to celebrate it. Right. And what did you welcome? Anything else? I always some of mine is like, we have to get rid of the old to welcome the new.
Reyna
So you had to celebrate it, right? And you had to remember those specific moments or things or times to celebrate.
Jen
Yeah.
Reyna
I think it ties back to that with the gratitude.
Jen
Yeah, I love that so much. So I want to switch gears a little bit and I want you to go back to your O.G. online sales specialist self. Okay. Now, how has this position changed? Do you feel like since you were initially in the role and what did you say, 28,008?
Reyna
Yes.
Jen
Fast forward to 2024, about 16 years ago. Am I doing the math?
Reyna
Remember we talked about math early on.
Jen
Math. Okay.
Reyna
good years.
Jen
How is this position changed?
Reyna
So I remember when we started definitely the market, right? It was a little bit different with the role because it started as a that we're seeing it has an administrative role where you were doing an online sales, you were doing marketing events, you were probably covering the models, you were attending a lot of different meetings. Just whatever was that there that the LSC would do it right.
Jen
Like a catch all, like we called it, like the junk drawer gets done by sales, they'll do it, they'll.
Reyna
Do it. So I think that's where it started. Yeah. And I remember too, it started just with one and each builder or each market is like because we didn't know what volume one was. Z could handle right for calls or leads and follow up because there's a lot of parts to the to the process. So I think that was the biggest change we were entering.
Reyna
Manual leads into the system back then. It was there was an integration, there was other tools that we have been adding to the websites for customers to be more informed. I think we were gatekeepers of a lot of that information back in 2008 that you had to review your email to see the floor plan or provide this to see something.
Reyna
Yeah, very transparent. The customers know a lot more. Right. And is reassurance insurgency that they're looking for when they reach out to you more than to information because they already have it on line being transparent so that has change I'm going from this role to is like if we really want to do the best is like we had to be to prioritize or commitment and or role and responsibilities.
Reyna
So we took a lot of those marketing things out of the role because we had to interact with our customers and connect with the customers and we can be doing it when we were doing all this other things. And now we have teams, you know, serving, right? So that's the way to do it because if you want seven days to be available, 24 seven and I'm not saying 24 hours, but seven days a week, you really have to have a team in order to be sustainable.
Jen
Right?
Reyna
And to provide higher results and now into leadership roles that we didn't have before. So as a whole department.
Jen
Is crazy, right?
Reyna
It's a whole division. And how has grown for that role?
Jen
Yeah, you're so right. I mean, just the sheer volume of leads and as so much has shifted digitally, right? It's like back in the day, you know, you got it was a couple of different lead sources and you could do you know, you could do other things, but now everything is shifted online. And so, yeah, you have to prioritize and just focus your attention on responsiveness and those leads and those other activities.
Jen
No more junk drawer, right? We have a nice organized. Yes, We try and stay in our lane focused work. What would be your advice to, you know, going back to, you know, your new online sales self, what you know now, how things have changed? What would be your advice?
Reyna
One of the things that comes to mind is anybody coming into either the industry or this role in season Or seeing someone on the seat that has been doing it for five years they think is impossible to get there because they move so fast. They know everything. And it's like, I want to be like that person, right?
Reyna
I want to get there and it takes time. So that will be my advice, right? You become it. Subject matter expert for you what put 10000 hours of work or five years and it takes time to know the process, become knowledgeable, become comfortable on the seat and not put in a time frame necessarily, but just know that you'll get there right?
Reyna
By doing the practice, by doing that, definitely building the habits and consistency. But it does take time. Just like any decision. I think sometimes we want to walk in and see somebody else doing it and you will get there. Yeah, definitely. With best practices.
Jen
I remember that feeling of like, I want to know everything before I start taking leads because I don't want to look stupid or I don't want to, you know, I don't want to feel like inadequate because I don't know something or, you know, like I'm not confident in talking with people or I think that is that is hard.
Jen
Like at the beginning.
Reyna
That is hard.
Jen
What you're saying is like, it's okay. Like you're not going to know everything in the first month. Like you've got to give yourself time. I even think it takes six months to really get into where you feel like pretty good, but then like a year to really hone in on like, you know, some of those specific skills.
Reyna
Absolutely right. You have to crawl, walk and run to get there and give yourself those time, those timeframes for each of those areas where you are absorbing learning and then putting things into practice and showing the customer that you care and you will find the information goes a long way verses from an information or not taking that phone call or not responding on time.
Jen
What traits do you think make for a good online sales specialist? Right now? You've hired and trained lots of people, so what traits you feel like you need to be successful in this role?
Reyna
I remember having a list for this, but a lot of things that come down to is that attitude or that passion or that Karen, of just sort of been and helping others because again, you're going to have different personalities, different buyers, different backgrounds. And just to know that you care doesn't matter where the customer is, that you're going to be able to help and meet them.
Reyna
There is one of them definitely becoming an active listener because you have to listen or a story getter, I think is why you also have college and try to get the story from the customer. Also to be organized or to be protecting of your time. How do you work your day right to be able to maximize the opportunities of providing more appointments or sales contributions?
Reyna
So you had to be organized at the end of the day, too?
Jen
Yeah. Love it. Organized.
Reyna
Empathetic, empathetic. Yes.
Jen
Yes. Look, See my side Curious hustler, ambitious service.
Reyna
Their.
Jen
Execution verbally on It was.
Reyna
Like I was reading that I.
Jen
Now had to move along with.
Reyna
That user there.
Jen
Along with an electric bolt. Yes. Dynamite.
Reyna
I think you were doing a dance move there. Done.
Jen
Hey, so I want to I want to share with you we're doing this thing Arena, where we have online sales specialist. Send us end of video mailbag question. So I want to share this with you and then let's talk about it. This is from Abby, and she's got a question which I think is so important. Let's take a listen.
Abby
Hey, Jen, I was wondering. What advice would you give to a new LLC starting out? Who's coming up against resistance, whether that's from existing sales team or other offices who maybe have been in the role a little bit longer? When you come up against ABC, we do it this way because we've always done it this way. What advice would you give to a new OMC Just starting out?
Jen
Okay, so let's let's unpack this. Let's talk about the first one. New LSC coming in, resistance from sales. What? Any advice there?
Reyna
Yes, I think one of the things is has you on board on this role or start training or START is like visiting those communities and creating that relationship from the get go. Wasn't finding what's important to them. On how you can support their goals as well, right? When you are sending customers, you know who you're sending them to.
Reyna
You need to be comfortable that the customer that you just spend time with building a relationship over the phone and trust that the new consultant will also carry that for you when you pass the baton. So as a need to build in that relationship, start visiting them from the get go. Don't wait until six months later to build our relationship.
Reyna
I think you have to do it from the beginning, Karen, for what their goals are, so you can also share your goals and align those together to be successful.
Jen
Yeah, insert yourself into their world. I'm looking you in the eyeballs if you're watching us on YouTube, insert yourself into their world communication, right? And if you're remote, like if you're not, if you can't get out there to everybody, set up a zoom call like get on just like this and have a conversation. Introduce yourself, your end street cred building mode at the beginning.
Jen
So typically that get appointments, communicate all those things. I love it. Okay now this is an interesting one exists a new LSC coming into a team dynamic where there's an existing online sales specialist and there might be some team friction or like what advice should that new LSC have? What do you think? I love this.
Reyna
I think that's a good one. I think that I think that should have started in the recruiting and hiring process because everybody has to come with an open mindset. There are 100 ways you talked about A is like the long way, the short way, the right way, the wrong way, right? There's so many ways, all the ways you all the ways there is a way to do things.
Reyna
Not necessarily that's always the right way, but be an open minded to to learning a way of doing thing because you're going to have to adapt to any company, adapt to it, probably need system and sometimes processes have change. We didn't talk about this earlier, but processes, sales processes have changed, right? Where there is like offers, you know, lotteries.
Reyna
So you have to be an open mindset to adapt and be flexible to the new is. See I know.
Jen
Yeah I have have a lot of thoughts about this and know I don't want to go too long on this, but what comes to mind is yes, you have to have an open mindset. There are certain non-negotiable things, right? When you're entering into a team and there's been foundational things established and like this is the company culture and protocol that are non-negotiable like that you adopt, right?
Jen
Then there are certain things that there's ideas and like, Hey, could we do it this way? You know, is there a better way to do this? Is there a better process? Is there something different we could say in a template or a process or a different tool? And I think that as a new OMC coming in, take some time, don't come in hot with like, let's change this.
Jen
Everything is into it, right? Take some time, right? Acclimate, build a relationship with your new teammates, build trust, and then, you know, slowly start, you know, making some suggestions. And then I would say the advice for the OG LSC that has a new team member who is all, you know, bright eyed and bushy tailed and excited with all these new ideas, be open.
Jen
You can try anything like, Hey, let's try this new way for 30 days and let's see what happens.
Reyna
Test it right, write it out. You have a good point. Is happy we do it better and the only way will be to collaborate. Yeah right.
Jen
But you can. You can.
Reyna
Help ideas.
Jen
You could test out anything in a specific market or you could test out something like with a specific lead time, with a schedule that's a big one. Like, Hey, I don't like the way this schedule is. Could we try a different schedule?
Reyna
Right.
Jen
Let's try for 30, 90 days, whatever. And then let's reevaluate.
00:36:41:13 - 00:36:42:01
Reyna
I agree.
Jen
There's no brilliant team.
Reyna
There's no team. No, but I have to agree. I think the collaboration that comes in big time and just just try it or be open it to do it a better way. I'm not saying that that is the way, but just better together.
Jen
Reyna It is now time for the skills check portion of the online People Talking podcast because like Ice Cube says, you better check yourself before you reckless self. So here's, here's the skills check right now is I'm going to take we're going to take a book out of Reyna's human connection build trust and rapport with your customers. And one of the easiest ways to do that is with the way that you are greeting the customer on the phone, on inbound and outbound calls and building rapport by using their name right at the beginning, getting their name right at the beginning of that inbound call is one of the quickest ways that you can do that.
Jen
When you agree.
Reyna
I agree. And smile.
Jen
Smile while I dial. Right? That's that.
Reyna
Dial.
Jen
That's old school. Smile while you dial. So here's your homework. Everybody take a chat. Check yourself. How are you answering your phone? All you have is the tone of which your voice, you know, the tone of your voice and the words that you're saying. That's all you have. Your your 55% of your communication is is visual. And you don't have that when you're on the phone.
Reyna
We don't.
Jen
Know. That's wiped out. Right. So how are you answering the phone? Thank you for calling. Am I? Homes, this is Rayna. How may I help you today? We got to be saying that every time and every time, and then we're going, my gosh. So glad you called. And what was your name? What was your name? And then you're using their name throughout the call.
Jen
What we saw when we shopped the builders. Is that all? You know, only like 30% of online sales specialists out there when they're answering those email calls are actually asking for the name upfront. So that's a huge skills check.
Reyna
That.
Jen
They can work on. Yeah, and it's an instant rapport builder.
Reyna
That's how that's how you make connection.
Jen
That's how you make connection. That's what it's all about. I think. I think the title of this podcast is Human Connection with Reyna Estrada, National national Internet Sales manager for Millions.
Reyna
And where we go from here.
Jen
This is Hey, this is where we go from here. One me thanking you for spending your your time with us today. And the final question I have for you, Reyna, is, Are you down with me?
Reyna
Yes. You know me. I would have to dance to that one.
Jen
And we're dancing to that one in Vegas next month.
Reyna
We are. Thank you, Jen, for your time.
