Following Up After the Call

Your chances of securing a successful virtual or face-to-face appointment with the customer increase greatly when you follow up to confirm the appointment after the call. This practice communicates your organization and eagerness to work together — both qualities that customers value. We recommend following up:

Within two business hours by text and email, confirm the time and date of the showing. A calendar invitation is a great way to make sure everyone has the same information. Provide a tour itinerary (including where to meet up) if applicable.

Once the appointment is confirmed, you might also take this opportunity to dive into any unanswered questions around Location and Motivation, especially if the customer did not have time to discuss these during the initial connection.

Again by text a few hours before the appointment, if the showing is scheduled for a time more than 24 hours after the initial follow-up.

Pro tip: Be careful not to phrase your message in a way that gives the customer an excuse to cancel. For example, it’s better to say, “I’ll be heading to 123 Main St for our 4 p.m. tour soon. Looking forward to meeting you soon!” as opposed to “Are we still on for 4 p.m.?”

We also recommend creating virtual assets that your team can use to nurture active customers. For example, consider creating and sending: 

• A first-time buyers guide to equip and educate new buyers  
• Video tours to help customers narrow down their search (you can send videos from your Zillow Premier Agent inbox on an inquiry)
• A recorded listing presentation to highlight the services you offer for sellers

My Agent keeps you connected

Once you’ve successfully completed the connection call, a 30-day My Agent relationship is created between you and the customer. This feature keeps you top of mind while the customer looks at properties on Zillow and includes your contact information on saved search emails, allowing them to easily contact you about a home they’re interested in seeing. You’ll also be able to see the homes your customer is viewing, saving and searching for on Zillow — helping you gain insight to their search.