Client Concierge

Jay O'Brien | Rethinking your customer experience

August 05, 2019

Rick Gonzalez | Jay O'Brien

If you are anything like me you might struggle with what to do for closing gifts?  In my career and being around many many different brokerages and Realtors I have seen quite a variety of gifts given to clients.

Cutco knives emblazoned with the agents name and brokerage.
Engraved cutting boards with the agents name and brokerage. (You can already see the trend right)
Bottles of wine (i've done this)
gift cards
Engraved wine glasses with the agents name
Art work for the home
Welcome home signs (i've done these)
Electronics and Amazon Echos (i've done these)

The list goes on and on but I think you get the idea.

Now fast forward to me being involved with Industry Syndicate and meeting David Greenspan.  David asked his audience of Agents this question "Where does your business come from?"  the majority of agents responded with Referrals and Repeat business.  But when asked "where do you spend your marketing dollars?" Sphere of influence and current/past clients was nowhere to be found...everyone spends their money on NEW LEADS?????????

This is where Jay Obrien stepped in and blew me away with Client Giant.  I was reading the July edition of Florida Realtor Magazine and found an article titled "Rethinking the customer experience" . Anyone who has been following for a while knows that Jason Frazier with Shred Media (Formerly Agent Marketer) just hammers on Customer experience or CX, So the title got my attention and I read on.  What I read got me excited and I wanted to learn more.

I found Jay on facebook and sent a DM telling him I just ready his article and wanted to learn more...within a few minutes Jay responded.  After a brief discussion he sent me links to 2 talks he had given at Inman, the first before client giant was born titled "Delivering 7-star service in a 3 star Industry" the second video "Zooming out and reclaiming your life"

Delivering 7-Star Service in a 3-Star Industry:


Zooming Out and Reclaiming Your Life:

Jay won Inman Innovator of the year in 2018 with Client Giants theory of reinvesting into your customers experience during the purchase/sale and creating lasting relationships long past closing.

Find out more about Client Giant on their website

Ep#011 How working with an ISA team/client concierge can help your business. David Tal CEO & Co-founder of Agentology

In this weeks episode we have the pleasure to speak with David Tal (Davy T) the CEO and Co-founder of Agentology.

With 10 years of experience in the real estate industry David identified a pain point with agents…phone calls! We’ve talked about it on previous episodes so it should come as no surprise that agents, US, we do not enjoy making phone calls. We spend an ungodly amount of money on leads but then are terrible at converting them and following up with them.

At Agentology HQ in San Diego is an entire team of living breathing human beings who love doing the things that we don’t! With a combination of the human touch and technology Agentology helps with the initial phase of lead conversion helping to qualify the lead, the contact info, time frame etc and when possible will warm transfer the lead to you! *Side not I was shocked to hear the low percentage of agents that actually answer the phone when Agentology is trying to warm transfer a lead to them.


Some stats that “Davy T” dropped on us in this episode:

#1 trait people are looking for in a Realtor = Responsiveness!

Agents are spending approx $15 Billion on lead generation…with a B

45% of all real estate leads NEVER receive a single response!

Leads that do get a response get 1 - 2 responses, however you really need at least 8 attempts to maximize your conversion.

**Agentology makes 10 attempts in the first few days and continue to nurture for up to 6 months.

Agentology integrates with ALL CRMS to help with a seamless process and work flow for your leads. Notes, texts and email conversations are readily available in the Agentology dashboard to keep you involved with the process so you can see how hard your ISA team is working for you. “Trust but verify”

Tips from “Davy T”.

1) Pick up the DAMN phone! Save the Agentology number in your phone as “Agentology live lead”

2) After the lead is qualified, read the notes and be sure to follow up accordingly. Stop cherry picking, you are losing leads to other agents. Have a long term follow up plan in place up to 18 months or longer.

3) When you follow up be sure to offer value. Send a list of Open House that they can go view on their own if they aren’t ready to meet you yet.

4) Don’t ignore renters! Help them without expecting anything in return and be their trusted advisor. When they are ready to buy they will call you!

Real estate is and always has been a relationship business. Continue to grow your repeat and referral business through building relationships and use the online leads to help you grow at scale.

Agentology Showing Services coming soon! lol.

If you love what you heard use this link Agentology50 to receive 50% off your first month and book your DEMO now. No long term contracts, month to month service that you can upgrade or down grade or cancel anytime. You will be assigned a dedicated Customer Success Advisor to help you every step of the way.

Modern Agent Podcast is proud to be a founding member of the Industry Syndicate, the first of it’s kind media network for the real estate industry.  Offering the very best in content through multiple channels, podcast, youtube, flash briefings and FB Live from over 15 of the top rated hosts in the industry.  For more information go to

If you like what you hear and are interested in taking your business to the next level I would love to be your real estate business coach…unfortunately I have not started my coaching business…YET!  Until then I am happy to refer you to our good friend and coach Neil Mathweg.  We are very excited to offer a Master Class covering 5 steps to building an uncommon real estate career, completely FREE.  To take advantage of this offer simply text AgentRise to 44-222 and let them know that Ricky G sent you👊