Episode #75 How to Retain and Reward ISAs with Alex Rivlin

During Episode 75 of The HyperFast Agent Podcast, host Keri Shull speaks with Alex Rivlin, who recently added ISAs to his team. Keri shares her strategy for retaining ISAs and rewarding the results you’re looking for. You’ll also learn how to avoid the pitfalls of the round-robin system and appointment fees that ultimately can be setbacks for your team. 

Episode Highlights: 

  • An ISA landed in Alex Rivlin’s lap, so he asked Keri for advice on how to best compensate an ISA.
  • He wanted an ISA that would set at least one appointment per day.
  • His current ISA works FSBOs and expireds as well as helping with leads other agents aren’t following up with otherwise.
  • Following up is the reason you need an ISA even if you don’t think you do.
  • Alex is using an alphabetical round-robin system for assigning appointments to OSAs.
  • Keri advises against using a round-robin system.
  • A round-robin system can end up rewarding the wrong people with the wrong appointments.
  • Put your ISA in charge of who gets appointments based on personality and price point.
  • If you do a round-robin, do it based on the availability of the client.
  • Make sure your agents’ calendars are updated and penalize them if not.
  • What the ISA is looking for quickly at the snapshot of the calendar is who is available, and then the personality and the price point of the client.
  • You’re putting the destiny of the ISA in their command. They’ll stay with you longer and feel better about their decisions.
  • On Keri’s team, an ISA can unilaterally cut off any OSA from all ISA appointments.
  • The ISAs were being treated like assistants. The reality is, they are the reason that all of the appointments are coming in. So Keri decided to flip the power dynamic.
  • ISAs are equally as valuable if not more valuable than anyone else on the team because they’re the first impression.
  • Alex describes a few different ISA compensation models he came across in his research.
  • The no-show rate is high when appointment fees are involved.
  • Reward the result you are looking for.
  • Be sure that all things align so that everyone wins.
  • Appointment fees incentivize something that could waste a lot of time for the OSAs.
  • People often write off leads that no show. Those should be followed up with and grace should be given. 
  • If you’re getting a really high no-show rate, make your ISAs say the word promise.
  • Words matter.
  • How you track their daily reports and accountability matters.
  • Keri’s team is tracking ISA activity vigorously.
  • When you give them applause for the activities that lead to results, that really matters.
  • They need reinforcement from you that they’re doing the right thing.
  • Keri’s team records everything so she can help them figure out how to tweak their sales calls.

3 Key Points:

  1.   Put your ISA in charge of who gets appointments based on personality and client profile.
  2.   When you put the ISA in charge of their destiny, they’ll feel better about their decisions and you’ll retain them longer.
  3.   Reward the result you are looking for.

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