I am proud of our customer service team

Customer support is not an easy role

There are many hats worn here at Mojo and one of the hardest to wear is that of customer service. Our customer service agents go non-stop the moment our tech line goes live. In addition to answering incoming tech calls, our customer service folks are also responsible for responding to support tickets and various other emails throughout the day. Add to this the burden of supporting thousands of clients, from a variety of industries, with varying degrees of technical aptitude, our customer service agents are more like ‘keep everyone happy Ninja’s’.

It’s for this reason I write this post. I want to recognize and thank the folks who make up our customer service team for giving 110% to their role here at Mojo.

“There is nothing better than Mojo”

I recently received feedback from a client I’d like to share. I apologize for it’s length, but it is full of awesomeness:

“I am a real estate prospector that has used every dialer under the sun, and trust me when I tell you, there is NOTHING BETTER THAN  MOJO. It is wonderful and I wouldn’t be as successful or as happy as I am dialing and setting these appointments without it.  What I love about Mojo is it is extremely user-friendly and reliable, very affordable, the technical support is better than having a best friend in IT (yup you Andrew! and everyone that has helped me there so quickly and efficiently and always available with never a long hold time!!!). They are always sending webinars on latest features (like that newer email feature). If you love to work fast, efficiently and have a lot of great conversations every day- Mojo is the way! Anytime I dream up a feature or something new to do to better interface with my sellers, I call and suggest it to Andrew and then he says “Oh, well, Mojo already offers that, here let me show you how you can do that, it’s really easy…” It is amazing like they read minds!  Thanks Mojo, for everything! Don’t know where I would be without you! keep up the fine work! ~Lu”

While I am privileged to watch the team in action every day, it’s emails like this that really tell the story – and the real impact their work has on our clients.

The numbers speak for themselves

If you’ve ever called in to our support team, you probably already know they rock. Just like in sales though, the numbers tell the story. Check out these reports taken from our inbound phone and ticketing systems:

 

Year-to-Date Inbound Call Report

Mojo customer service

Our inbound phone provider experienced some growing pains this year and even with a 5 week period where calls would come in to us, but not actually ring our lines, the team still achieved an average wait time of 1:02 on over 47,000 answered calls.

This is a great number and it shows our customers are not waiting to get their questions answered – which means they get to spend more time prospecting!

 

Year-to-Date Ticket Report

mojo customer service

I was blown away with these numbers – 59% of tickets are responded to within an hour and 12% are responded to between 1-4 hours. This equates to 71% of our tickets being responded to same day, with the majority under an hour- stats most customer service companies only dream of. More impressive, these ticket numbers take in to account the time we are not in the office, including weekends.

Considering the amount of volume our customer service agents handle, the label of Ninja really does fit.

Customer service is not just answering phones and tickets

The team doesn’t just answer calls and respond to emails and tickets. A big part of their job is keeping up technically with the many enhancements and improvements we make to the Mojo system – so that when you call in for support, you get accurate answers and details on how Mojo can further enhance your business.

I’ve called the cable company, HP, Nikon and many other support teams and felt like I was just a number, stuck in a long wait cycle. It’s a great feeling knowing our clients don’t experience the same frustration.

My hats off to the Mojo team – thanks for all you do!

 

~David

If you want to learn more about our approach to customer service, check out this blog post for a more intimate look.

Why Delaware Realtor Jason Morris Puts His Cell Phone on Airplane Mode

delaware-house-morris

Prospecting time is precious, and if you don’t zealously protect that time, there’s no shortage of people who want to take it away from you.

That’s why Keller Williams Realtor Jason Morris developed the habit of not looking at his phone or email every morning, when he has a standing appointment with his Mojo Dialer. He sets his phone on airplane mode every night when he goes to bed so none of his emails, texts or voicemails pop up on his screen as a distraction.

“You have to teach yourself to protect your headspace,” says Morris, who sells homes in the Middletown, Delaware area. “You have to be mentally present to talk to strangers with confidence. I no longer let anybody have access to my time prior to noon. That time is 100 percent reserved for the primary task of the day – prospecting.”

“I don’t check my messages until my prospecting is done. This freaked me out early on because I was afraid I was going to miss something. But the reality was that there was seldom anything to miss to begin with. The habitual checking only served to foster stress and procrastination,” he says. “If you don’t have any drama bombs dropped on you first thing in the morning, it frees up your mindset to do these calls. By cutting yourself off from those information sources, you’ve already won most of the battle!”

Delaware is a Fast-Growing Commuter’s Paradise

jason-morris-middletown-center

Downtown Middletown in North-Central Delaware, home of the annual Olde Tyme Peach Festival.

The Middletown, Delaware area is a fast-growing market driven by the state’s affordable home prices (the same $300,000 house here fetches $500,000 or $600,000 in New York), low property taxes and no sales tax. It has become a very desirable area for new retirees and commuters to Philadelphia, New York and Baltimore (otherwise known as ‘Super Commuters’ who want higher salaries and cheaper homes).

“Traffic is pretty light here,” Morris says. “From Middletown, you can take a 20-minute car ride to get to the Amtrak and take the rail into the city. You can get to New York in an hour and a half. A lot of nurses do it. They do four 10-hour shifts and spend three days here. Philly’s only a 45-minute commute.”

“Much like the national trend, our market bottomed out around December 2012 – that was the turning point – and it’s been coming up since then. We’re seeing bidding wars and rapid price increases. It’s definitely becoming a stronger and stronger seller’s market. Inventory is low and we’re having a tough time finding houses for the number of buyers who are in the market,” he adds.

Mojo Boosts Prospecting Productivity

Jason Morris Realty Team

Morris runs a core 5-person Keller Williams team that includes himself (listings side), his wife Nancy (oversees buyer team), two buyer’s agents, and a closing coordinator. The team also is supplemented with outsourced help from receptionists, marketing assistants and additional phone salespeople.

The team currently sells about 100 homes a year in the $225,000-$400,000 range and 80 percent of its business is within a 12-minute drive of the office. (Here’s an interactive Zillow map of the homes they’ve sold over the past year.)

zillow-jason-morris

“We’re now at a plateau,” explains Morris. “When we first started Mojo (in 2012), we were adding 20 to 25 sales a year. We went from the low 20s to the mid-40s to close to 70 and then we hit 100. But we just haven’t been able to get beyond the 100 pace. The reason is staffing. We have some bottlenecks in terms of efficiency. So we’re changing things to fix our efficiency issues.”

Morris now hires a second company (that also uses the Mojo Dialer) to do all its circle prospecting calls – looking for sellers aiming to sell their homes over the next 12 months. This allows his internal team to focus primarily on follow-up nurturing calls.

“This will allow us to ramp up again,” he says. “We have an in-house person do all of the nurturing – the warm interaction – up until they are ready for an appointment and only pass those leads off to an agent once they’re ready to sell the house. That way we can actually have our agents doing three listing appointments a day versus three a week.”

Using Mojo for their nurturing calls, the team has found that the Mojo Dialer “squeezes out all the dead time” from working the phones. Here’s a breakdown of why:

  • If you were to make calls with a cell phone, you’d have to look up the phone number, manually dial the phone number, then wait for it to ring. You’re probably two minutes between attempts.
  • So if it takes two minutes to find a number, dial it and wait for a pickup or voicemail, and you have to do 10 of those to get a conversation, that’s 20 wasted minutes listening to the phone ring.
  • Mojo squeezes out the wasted time by finding the number for you, dialing the number for you and dialing multiple lines. Instead of spending most of your time twiddling your thumbs and waiting for a real person to pick up, you spend most of your time talking to prospects.

“The huge firepower that Mojo brings to the table allows us to have such an abundance of leads each morning that we don’t have to chase people in the evenings or the weekends,” Morris says. “I never have to work on the weekends. Our staff on the buyer’s side does, but on the listings side, I can work a regular 9-to-5 day and be home everyday by 6 to be with my family.”

On the buyer’s side, the team also uses BoomTown for web lead generation and their primary CRM – a business practice that predates the team’s use of Mojo. Now that Mojo is fully integrated with BoomTown, the team can instantly import their live leads into the Mojo Dialer as they come in.

“This was the change that got my entire team using the Mojo dialer,” says Morris. “It was kind of a ‘teaching old dogs new tricks’ thing. They had been reluctant to try the Mojo Dialer because they were so attached to Boomtown and didn’t want to have to manually copy over the data. They found it easier to dial those calls on their cell phone. But once Boomtown connected to the Mojo dialer, it was a no brainer!”

Finding Motivation on YouTube

No matter how successful or accomplished they may be, every professional occasionally hits a rut and finds it challenging to maintain his or her peak performance everyday.

According to Morris, finding inspiration is a skill that has to be practiced and developed just like any other job skill. “There’s motivation all around you. If you go into YouTube and type in “motivational videos,” you’ll find thousands of these short 3 to 5 minute clips that are amazing for getting pumped up about your day.”

The video doesn’t need to be directly about real estate. One of his favorites is called Mindshift, a montage of quotes about pushing yourself and tapping the most out of your talents:

Whether it’s images of people enjoying a luxury lifestyle or training scenes from the latest Rocky movie, make your own YouTube playlist so you can keep going back to the videos that you find most inspiring.

“Once you’re in the right mindframe, you’re ready to make that first call,” Morris notes. “And once you make that first call, momentum takes over!”

**

Would you like to share your real estate prospecting stories? Send us a note at Info@MojoSells.com and let us know how Mojo is helping you be more successful!

Lead Capture Forms

Mojo Prospecting System

You’ve got websites – buyer lead websites, seller lead websites, your brand page, your blog and many more.  On these websites, you’ve got a call-to-action and a contact form to collect critical lead data. You take this information and use it to contact your leads and fulfill your call-to-action promise and follow-up.

Pretty simple, right? Well, not quite.

The hard part comes when you get the lead and need to start taking action on it – this is where Mojo’s contact capture forms swoop in and connect your web-leads to Mojo so you can quickly call them, email them, add them to drip email action plans plus much more.

Lead Capture Forms

Lead capture forms are a new feature in Mojo which allow you to easily create the html and javascript code to embed in your existing contact forms so that when you have a lead submit a form it automatically gets posted to your Mojo account in the group or list of your choice – ready for your next action.

Lead capture forms

Convert more leads by converting your existing web forms to Mojo’s Lead Capture forms.

How it works

  1. Head over to the settings area of Mojo.
  2. Select Contact Capture Forms.
  3. Make your selections (Form Name, Destination List/Group, Form Fields).
  4. Save the form.
  5. Send the code file to your designer to embed in your existing web forms (or you can do it yourself if your web savvy).

Once the code is in your web form and someone fills out the form and clicks submit, the lead/contact data will post instantly in to your Mojo account.

So what are you waiting for? Go ahead and start leveraging the Mojo Dialer, Action Plans and Lead Management for your web leads in Mojo’s all-in-one prospecting system!

 

 

 

Mojo Gets Enhanced Email Marketing and Action Plans

Drip email is now available in the Mojo Dialer - Read the post below for more information.

The Mojo Dialer now has drip email.

We’ve been hard at work improving and adding to our Marketing functionality in Mojo. A few months ago we announced the addition of marketing letters, envelopes and labels. Since then, we’ve been coding and testing the next round of marketing features. Today we’re excited to announce that we’ve just released drip email action plans and with several key email improvements.

Action Plans

Action plans are a great way to set up follow up tasks to be assigned to contacts and leads in Mojo. The initial roll-out includes email steps to be used for drip email campaigns. Users can create robust drip email action plans and assign them to their contacts to compliment their phone prospecting efforts.

This added touch point with SOI, past clients, mets and have not mets is going to be a powerful tool to make more contact and set more appointments.

The next phase of action plans is in the works and will include follow up call, task and letter printing steps.

Increased Deliverability

Sending emails is one thing, getting them to the inbox is an entirely different thing. To increase deliverability we’ve added SMTP email sending in Mojo. Our clients can now connect their email service to Mojo instead of third party sending. This results in higher deliverability and more conversions.

We’ve made it easy to set up too! We’ve included the default SMTP settings for Google, Yahoo, iCloud, Aol and many more! This streamlines the set up process and gives our clients a great experience.

Great Looking Emails

A big part of converting leads with emails depends on sending great looking, captivating emails with solid call-to-actions. To power our new drip email feature, we added a simple to use drag & drop email editor. This new email editor is great for creating email content with various design and content elements. This results in a higher conversion rate vs. regular text emails.

MojoEmailExampleBlog

 

In the example above we created an email using social icons, buttons, links, and many other styling elements. Emails like this take just a few minutes to create, and it is included in the standard Mojo subscription.

Responsiveness

We live in a mobile world and emails need to look great across all devices. We’ve included responsive design in our email editor, emails render beautifully whether your recipient is in front of their computer, or on their mobile device.

responsive real estate marketing

Our new responsive drag & drop email editor lets you preview your templates in full-size and mobile formats.

 

Email Feedback Loop

Lastly, we’ve made a huge improvement in transparency when it comes to sending emails from Mojo. We now report when someone has opened an email, clicked a link in the email (click-through), opted-out of the email campaign and much more. We even created an alert system to notify our clients when someone opens an email – so they can take immediate action if needed.

Conclusion

The feedback given to us on our new email features has been AMAZING! This makes us super excited to release the next phase of action plans, tying it all together. If you had told us five years ago we would write an entire blog posts on a feature not directly related to our dialer, we’d say you were crazy. We just did it and we can’t wait to keep releasing new features for you to contact more people, have more conversations and convert more leads!

Already a client and have questions about our new marketing features? No problem, send us an email to tech@mojosells.com or call us today 877-859-6656.

WHY I USE MOJO – Florida Realtor Brad Kuhns on the “Sweetest Dialer Program He’s Ever Seen.”

Real Estate Prospecting with Brad Kuhns

Brevard County boasts some of Florida’s most scenic coastlines. (Courtesy of WeKnowBrevardHomes.com)

 

By Bob Montgomery

 

Like many top-notch real estate agents, Florida’s Brad Kuhns can rattle off his real estate prospecting statistics as quickly as a baseball fan who’s memorized their favorite player’s batting average or ERA. But there’s one number that stands above the rest: 100%.

 

That’s how many of the Realtors in his weekly Mastermind Group rely on the Mojo Dialer and its browser-based lead management system.

 

“I have a call every Wednesday from 2-3 p.m with 15 of the heaviest-hitting listing agents in the country,” says Brad, who sells residential property in Brevard County, on the outskirts of Cape Canaveral. “There’s three from California, two or three from Canada, one from Arizona, a few from Florida, one from South Carolina and we get on the phone and talk about what we can do as a group to help each other be better.”

 

“We have accountability partners and we make sure that we’re each doing what we said we’d do everyday,” he adds. “We encourage each other and it’s no accident that we all use Mojo.”

 

Mojo Helps You Stay Accountable

 

Now running the Brad Kuhns Realty Group of RE/MAX Elite, Brad has three buyer’s agents and two assistants on his team. However, when he was previously at Keller Williams Realty in Melbourne, he oversaw a team of 100 agents. It’s not so much the size of the team that determines success; it’s more about the way the team approaches each day.

 

“I set standards for my team and the people who work for me. Every time we do a buyer contract, there’s a list of 18 to 24 tasks that have to be done. I don’t like surprises. I don’t like deals falling apart,” says Brad. “And 99 percent of the time that can be prevented just by doing our jobs.”

 

“When you have your goals set up and you know there are certain things that you need to do everyday, that takes away the stress of trying to do it alone,” he adds. “I couldn’t be where I am today without organization. Mojo makes sure I stay focused. I couldn’t do what I do without Mojo.”

 

“Before Mojo, I had to use phone books and did everything manually. Our business is about getting on the phone every day. We have a goal for how many contacts we have to make per day to be successful. Mojo not only makes the call, but keeps track of how many calls we made, how long we’ve been on the phone, how many people had bad phone numbers, you name it.”

 

Brad’s Approach to Real Estate Prospecting: New School vs. Old School

 

 

Real Estate Prospecting pro Brad Kuhns

Here are Brad’s raw numbers for success. He aims to:

 

  • Prospect 5 days a week, 3.5 hours a day
  • Make 35 contacts a day (about 10 an hour)
  • Make 9,550 contacts per year
  • Get 95 listings per year (1 out of every 100 contacts)
  • Close 85 deals a year

 

“All we need to do is make one qualified listing appointment per day. Ever think about how simple that is?” he asks. “But to do that, you have to get on Mojo everyday and use it relentlessly through all the boredom. It’s kind of like fishing — you’re just waiting for that one fish to bite.”

 

“Mojo 2.0 has the sweetest dialer program I’ve ever seen!”” says Brad, who has been a Mojo customer for four years. “I used to spend the first 30-45 minutes of the day getting ready to dial. I can say now that I’m ready to dial in five minutes.”

 

“We have so much more control over our data. I can download my new expired listings from Vulcan, Top Producer and BoomTown into Mojo every evening. I can transfer those contacts with the click of a button. Previously, I would have to type in the names, addresses and phone numbers, emails and notes for each one,” he adds.  

 

Despite his love for Mojo’s technology, Brad’s business also depends on the old-school technique of tracking his prospects on 3-x-5-inch index cards.

 

The cards have the prospect’s name, phone number, where they came from, if they are a buyer or seller, the value of their property and what the commission would be. Brad always carries a stack of these cards with him so he can follow-up on calls when he is away from his office.

 

“When I am at my desk and have Mojo in front of me, I don’t like old school. I just like to get going and Mojo makes it easy. But when I’m in my car, for safety purposes and so I can focus, I want to slow down. I don’t want to be dialing three lines at a time.” (Note: If you’re not into index cards, Mojo Mobile tracks the same info and works for both Android and Apple phones.)

 

Brad’s rule is that after 3 or 4 calls – 75% of appointments are made from follow-up calls, not the initial contact – he throws the card away.

 

PROSPECTING ADVICE FOR NEW REALTORS

 

Brad, who credits real estate coach Steve Powers of the Mike Ferry Organization for much of his success, estimates that his teams have sold more than $150 million in property over the past 15 years. Here are some tips for those new to the business:

 

  • GET OUT OF YOUR CHAIR – “Take a 10-minute break every hour. Get up and walk around the building. You gotta get up!  You just gotta get up. Take a deep breath, get a glass of water or cup of coffee and then get right back at it again.”
  • YOU HAVE 90 SECONDS TO START A RELATIONSHIP – “Make sure when someone picks up the phone, you hit it hard with all the excitement and enthusiasm that you can. It’s a 90-second opportunity. You’re either going to convince these people to meet with you – or you’re not.”

 

  • MAKE YOUR CALLS EARLY – “Try to get all your real estate prospecting calls done in the morning when you are fresh and ready to go. If you wait until the afternoon, it’s going to be a disappointment. One of the keys is trying to figure out when are the best times to call. So don’t waste your time calling during when it’s not the best time to call. Why would you go fishing if you knew that the fish aren’t biting?”

 

  • DON’T BE DISCOURAGED BY JERKS – “It only takes one person to call you nasty things to get your mind off what you’re supposed to do. I remind myself that I’m not trying to bother anybody. I’m always very polite. If it’s something they say they are not interested in, I thank them for taking my call and politely move on. If you’re having a bad day, just call one of your friends and tell them what you’re going through. Hopefully, they’ll give you some encouragement. It’s all about surrounding yourself with motivated, goal-oriented people.”

 

Having Fun at Work

Space shuttle launching Cape Canaveral

Brad Kuhns’ real estate career has given him front row seats to history. (Public domain photo via Pixabay.com)

 

One of the fringe benefits of Brad’s job, that obviously doesn’t apply to Realtors in other parts of Florida or the country, is that he has box seats for all of NASA’s rocket and satellite launches at the Kennedy Space Center at Cape Canaveral. History is everywhere. The Best Western hotel in Cocoa Beach, a few steps away from Brad’s home, was once a popular hangout for John Glenn and some of the earliest astronauts.

 

“We’re just south of where they shoot the rockets off. I can stand on the beach in front of my condo and watch them shoot them off. They’ve had 4 or 5 different launches in the past two months or so. SpaceX (a private commercial space program) has pretty much taken over. I’ve been here since 2001, so I’ve probably seen 40 to 50 Space Shuttle launches and a ton of other rocket launches,” he says. “I have not sold a home to an astronaut yet, but have sold homes to lots of people who work for NASA!”

 

Space programs aside, Brad says he deeply enjoys the role of playing matchmaker. “When a deal falls through for a customer, I always say, ‘There’s a reason for that. It’s because we haven’t found you the perfect home.’ It’s amazing because 99 percent of the time, that’s accurate. I’ll find them a home and they’ll say, ‘I’m so glad that other place didn’t work out. This is the perfect home for us!’ That happens all the time.”

 

**

To learn more about the latest real estate prospecting features included in Mojo 2.0, click here or watch this video to find out how Mojo can also be a vital sales tool for the mortgage, marketing and insurance industries.