Our October OSC of the Month is Rachel Starratt with Red Door Homes, a scattered on-your-lot builder in North and South Carolina. Rachel is a Dream Home Specialist and Customer Experience Coordinator who has been in the role for almost three years and, along with her co-worker Erin, manages 250-350 online leads a month. In this Interview, Rachel discusses her path to becoming an OSC, the necessity of creating a “wow” customer experience, and the support she’s received from her colleagues and DoYouConvert.
What was your career path to becoming an OSC?
I had worked in online sales in the travel / tourism industry for close to 10 years. My previous sales experience had been online, utilizing follow-up techniques and sales skills in a very competitive online travel market. I had worked both in office and at home and even worked remotely for over a year in Italy.
Always having had an interest in real-estate and new home sales, I even considered becoming a REALTOR® until I found the OSC position at Red Door Homes. It was the perfect marriage of both my personal interests and professional skill set.
How have you seen online home sales change in the last few years?
Of course, consumers are online more than ever which means expectations for a fast response and above par customer experience is at it’s peak now. We are seeing more and more millennial buyers which means we need to tailor our communication to how they want to receive information and on their timeline. We also see many more people writing reviews online, particularly if they are unhappy. This, more than ever, has a huge impact on any business. Creating the “WOW” customer experience is no longer an option, but a necessity. It is now becoming the rule as opposed to the exception.
How do you see your role/or the OSC role evolving over the next few years?
In the past one-to-two years, there has been a lot of talk and fear about automation of our role. Using more chat bots, etc. But I disagree. I think moving forward, it’s the personal touch and customer experience that will outshine companies relying on technology to communicate with buyers. I think it’s also likely more social media platforms will come into the picture, so being able to quickly hop on board with the newest trend and master marketing techniques in new platforms quickly and effectively will be key.
What’s the most challenging aspect of your job? What do you do to overcome that challenge?
For me personally, the most challenging part of my job is remembering to utilize my sales toolbox and to not rely solely on my natural sales abilities (getting outside my sales comfort zone). Techniques such as mirroring and matching voice and tone, tailoring the conversation to the specific person I am speaking with based on the hot buttons they provide, or even going back to basics with scripts and closing techniques. To overcome and improve on my weaknesses, weekly evaluation of my calls (and our other OSCs calls) has been very helpful. It’s always easier to learn from a conversation you have already had than while you’re having it.
What is the most useful technology tool(s) for your job?
Hands down, Lasso. If you’re using Lasso, I am guessing this is your answer as well. I can’t imagine trying to do this role with a CRM not tailored to follow- up process and organization. CallRail has also been helpful as well as BombBomb and Calendly. Our Company has been fantastic in providing us the tools we need to succeed, so we are very lucky.
What is your “go-to” closing technique to get an appointment?
Well my “go-to” is, first and foremost, ask for the appointment! If that fails, my favorite, and the one I use most often, is for those who need to check with their spouse. Mostly, people are wanting to visit on a weekend. I explain that our weekends fill in advance and I suggest that we schedule a tentative time and if, for whatever reason, it does not work for their spouse, I will contact them to reschedule. When I do that, it’s much harder for them to say no.
What/who are your “go-to” resources for training and/or support?
DoYouConvert is my number one resource. Before contacting them for support, I am often able to use resources provided by Lasso’s help center or the resources provided by our other platforms. For in-house support, our Sales Manager and Division Managers are always available, and a huge support of our Online Sales Program.
Do you have any specific successes you’d like to highlight?
Personally, I am proud of myself in making this role my own, always striving to continue learning, and working hard to improve my skills. Since starting our Online Program at Red Door a few years ago, our sales have only increased, and I think it’s because the effort we are making at starting our homeowners’ experience off on the best foot possible. Our Online Sales contribution so far this year is at 70%, so were thrilled about that.
I was DYC’s Rookie of the Year back in 2017; being nominated as OSC of the month is also a notch on my success belt I am very proud of, so thank you. ?
Any tips or advice for fellow online salespeople and marketers?
I think my best advice would be to never stop working to improve your weaknesses. We all have them and it’s easy to rely on your strengths to get you through, but it’s the sales people who always continue to strive to be better and put what they learn into action than will end up in that top 1% which is where, one day, I hope to be.
Favorite thing to do outside of work?
My favorite thing to do outside of work would be to spend time outdoors with my husband and our dogs (Sonny and Belle), travelling, or eating (or preferably all three at the same time).
Want to read more OSC of the Month features? View them all here.