“I called the consumer” or “I showed up for the appointment” and the client had no idea I was coming and had no awareness that they set up an appointment. Why is this happening? How do you verify appointments? 

We verify all the appointments that are set. Our typical process is to make outbound calls to all the consumers who click on our ads. Once we make contact with a consumer over the phone, we have a conversation with them. I’ve included an outline of our typical talk tracks below. 

Once they show us they are agreeable to a consultation, we ask them what day and time would work best for them in which we send out the appointment via text. After the appointment is claimed by an agent, we send out confirmations to the consumer and the agent. See an example below: 

We also send the consumer a reminder of their appointment a day in advance and an hour advance of their appointment.

Here is a talk track to adopt as you face this scenario again: “I apologize for the confusion, is it possible they spoke to someone else in your home? I am sold.com’s preferred agent in this area and the purpose of this appointment was to give you a free home valuation. Most people request something online and spoke to their concierge team to set this up. If you have a few minutes, I have the valuation ready for you, and would love to review it with you. No cost, no pressure, my goal is just to educate my clients into what their house is worth, and learn about their goals. Do you have time now?”