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Agent Operating Manual

Complete Standard Operating Procedures for Daily Operations

Daily Checklist - Start Your Day Right

Morning Routine (8:00 AM - 9:00 AM)

  • Review all new leads from overnight (check Leads page)
  • Check hot leads requiring immediate follow-up
  • Review calendar tasks and due diligence deadlines
  • Check pending SMS/Email responses

Core Hours (9:00 AM - 5:00 PM)

  • Make outbound calls to warm/hot leads (priority)
  • Follow up on all inbound communications within 1 hour
  • Run AI Deal Analysis for qualified leads
  • Send offers to hot leads (minimum 3 per day)

Evening Wrap-Up (5:00 PM - 6:00 PM)

  • Update lead notes with all conversations from the day
  • Set tasks and reminders for next day
  • Review pipeline status and move leads through stages
  • Report daily metrics to team lead

Critical Daily Metrics

  • Hot Lead Follow-ups:
    Within 1 Hour
  • Warm Lead Follow-ups:
    Within 4 Hours
  • Minimum Calls:
    20 per day
  • Minimum Offers:
    3 per day
Lead Handling Standard Operating Procedure

Step 1: Lead Assignment & Initial Review

When you receive a new lead:

  1. Navigate to Leads page from main menu
  2. Filter by "Assigned to Me" or your name
  3. Click on the lead to open Lead Detail page
  4. Review all available information:
    • Property address and details
    • Owner contact information
    • Asking price vs estimated value
    • Property condition and features
    • Lead source and temperature
  5. Check for previous communications in Communications Timeline
  6. Review AI-generated notes if available

Step 2: Temperature-Based Action Plan

HOT LEADS (Response Time: <1 Hour)

  1. CALL IMMEDIATELY - Do not delay
  2. If no answer, send SMS within 5 minutes
  3. Follow up with email within 10 minutes
  4. Set reminder to call again in 2 hours
  5. Run AI Deal Analysis while waiting
  6. Prepare offer based on AI analysis
  7. Goal: Get property under contract within 24-48 hours

WARM LEADS (Response Time: <4 Hours)

  1. Call within 4 hours of assignment
  2. Send SMS if no answer
  3. Schedule follow-up call for next day
  4. Run AI Deal Analysis to prepare
  5. Send educational content via email
  6. Add to daily call list for next 3 days
  7. Goal: Move to hot status within 1 week

NEW LEADS (Response Time: <24 Hours)

  1. Initial outreach within 24 hours
  2. Start with phone call attempt
  3. Follow up with SMS introduction
  4. Send welcome email with our process
  5. Review property details and comps
  6. Set temperature based on initial response
  7. Add to weekly nurture sequence

COLD LEADS (Nurture Campaign)

  1. Add to automated drip campaign
  2. Send monthly market updates
  3. Touch base every 30 days
  4. Watch for warming signals (replies, opens)
  5. Re-evaluate quarterly
  6. Move to warm if engagement increases
  7. Goal: Stay top-of-mind for future opportunities

Step 3: Qualification Process

During your conversation, qualify the lead by gathering:

Property Information:
  • Exact property address
  • Property type (land, residential, commercial)
  • Size (acres, square footage)
  • Condition and improvements
  • Current use and zoning
  • Utilities available
  • Access and easements
Seller Motivation:
  • Why are they selling?
  • Timeline for selling
  • Desired sale price
  • Loan balance (if any)
  • Flexibility on price
  • Previous sale attempts
  • Decision-making authority

🎯 Red Flags to Watch: Unrealistic price expectations, lack of authority, title issues, active listings with agents, emotional attachment, multiple owners with disagreements

Step 4: System Updates (MANDATORY)

After EVERY interaction, update the system:

  1. Lead Status: Update temperature if it changed
    • New → Warm (if interested)
    • Warm → Hot (if ready to move forward)
    • Any → Cold (if not interested now)
    • Any → Dead (if permanently disqualified)
    • Any → DNC (if requested no contact)
  2. Add Staff Note: Click "Add Note" button
    • Date and time of contact
    • Method (phone, SMS, email)
    • Summary of conversation
    • Key details learned
    • Next steps agreed upon
    • Follow-up date/time
  3. Update Property Details: Click "Edit" on Property Details card
    • Fill in bedrooms, bathrooms, sqft
    • Update condition and property type
    • Add acreage and zoning info
    • Note any unique features
  4. Update Financial Info: Click "Edit" on Financial Overview
    • Asking price (what seller wants)
    • Loan balance (if disclosed)
    • Estimated value (from AI or comps)
    • Tax assessed value
  5. Set Tasks: Create due diligence timer if needed
    • Click "Set Due Diligence Timer"
    • Enter number of days until deadline
    • System will auto-create tasks and reminders
Performance Goals & Expectations

Daily Targets

  • Hot Lead Follow-ups:
    100%
  • Outbound Calls:
    20+
  • Offers Sent:
    3+
  • Lead Notes Updated:
    100%

Weekly Targets

  • New Leads Contacted:
    100%
  • Deals Created:
    5+
  • Offers Accepted:
    2+
  • Response Time:
    <1hr Avg

Monthly Targets

  • Closed Deals:
    4+
  • Deal Volume:
    $150K+
  • Conversion Rate:
    10%+
  • Pipeline Value:
    $500K+