Jen (00:01.102)
It's it's the end of the day. I'm so happy to be with you right now. It's it's been it's been a doozy, but it's it's it's it's Tuesday and I'm already like, OK, what am I going to do this weekend?

Mike Lyon (00:09.623)
good, it's well it is Tuesday June 3rd

Mike Lyon (00:18.534)
Wow, that's quick. A doozy of a Tuesday. A doozy of a Tuesday? anyway. Why has it been a doozy, a doozy, a doozy day, Jen?

Jen (00:23.04)
A doozy of a Tuesday and I.

You know, I don't know, Mike, I've been doing a lot of training, right? I was doing a lot of training and and it just, you know, wipes me sometimes. So but but I was thinking about this like, what does Mike Lyon do on a summer weekend? Like when you're not basketballing? What do you do?

Mike Lyon (00:38.099)
I get it.

Mike Lyon (00:48.384)
Uh, you know, lately it's been a lot of, uh, uh, what do you call it? Uh, tootling, uh, chores. Like just like I'm redoing stuff around how I planted some flowers. I redid a fence that was broken. I power washed a roof. Yeah, it's weird.

Jen (00:58.702)
Jen (01:04.62)
that's precious.

Jen (01:10.264)
kind of flowers did you plant?

Mike Lyon (01:12.02)
don't know. Pretty ones, pink and white, I don't know.

Jen (01:16.51)
like in your little flower beds. Okay, that's precious. Okay, like, you know, just dad stuff tinkering, tinkering around the house.

Mike Lyon (01:18.109)
Yes ma'am. That's what I'm doing. Thanks for. Yes. Tudor, I don't know what it's called. Pitter pattering. Yeah, that I've made for myself. But yeah, I'll go through a phase where I get weird, especially in the summertime where I want to clean everything up, people are coming over. But our back patio is chef's kiss, pristine, overlooking a pool that we never swim in.

Jen (01:29.824)
your honey, your honey do list.

Jen (01:45.23)
was gonna say, has anybody gotten in the pool yet?

Mike Lyon (01:47.24)
No, I have it like once. No, nobody's swimming. Those ingrateful degenerates. All right.

Jen (01:55.138)
Well, listen, no, yeah, no, no, no better place. I'd rather be on a on a woozy Tuesday than with you. So let's get let's get into it. Welcome to episode thirty nine with me today is the one and only Mike Lyon. How you doing? How you doing, buddy?

Mike Lyon (02:13.174)
Oh man, it's a woozy of a twosie.

Jen (02:17.738)
Uh, well, let's get into it. We got some fun stuff planned to talk about today. Uh, stuff that makes me get, whoo, I get all, get all fired up and excited. um, yeah. Oh no. Come on. We'll get on fired up. Okay.

Mike Lyon (02:20.799)
Heck yeah!

Is that your Uncle Baby Billy impression? Rawl, get on fired up.

Jen (02:36.142)
But let's first talk about some housekeeping. One of the first things we always like to do is our Tito shout out. Top industry talented online sales specialist is our Tito award. This week goes to Cassie Hamilton, who was a brand new OSC at MI Homes. And Mike, we met Cassie. We just wrapped up our online sale. Well, we just kicked off our online sales academy for the spring.

Mike Lyon (03:03.963)
Right.

Jen (03:04.391)
And Cassie was in that class. And afterwards, you probably don't know this, but I'm going to tell you and everybody else, she sent me pictures where she had created her workspace and she had up all the like process diagrams pinned up around her so she could keep that at the forefront of what she was doing as she's learning the role, as she's managing. And I said, you know what? That's a pro. That's a pro in the making right there.

you know, coming off of OSA, you know, I'm always reminded that, you know, anybody can, can sit through a training or can watch a webinar or can read a book, but those professionals that take what they learn and apply it and put it into practice, those are the people that are the superstars. So shout out to Cassie.

Mike Lyon (03:52.719)
I love that. Good job, Cassie. know, some people might call it brown nosing. We call it just, you know, doing good work and applying it. Knowledge is one thing, but application is completely different. It was a fun class. had a great time over those three days and we're still rolling.

Jen (03:58.414)
Ha!

Jen (04:02.638)
That's right.

Jen (04:10.742)
Yeah, we did have a good time. We did have a good time. Other housekeeping things, you know, I've got Summit on the forefront of my mind.

Mike Lyon (04:17.416)
Dude, seriously, Jen, chill, like the other day we were doing our weekly meeting and she goes, hey, I wanna talk about Summit content and I like held up my hand counting, I'm like, we're like five months out, what do you want me to do, what? But listen, that's how diligent and professional Jen Barkin is. She's already thinking about what our online sales specialists are gonna want and need and love and it's coming out and the seats, are a-filling.

Jen (04:40.45)
Mm-hmm.

Mike Lyon (04:45.883)
so we're excited about Chicago. got some great speakers. Go check it out. online sales summit.com.

Jen (04:52.12)
man.

Jen (04:55.822)
It's official. Yeah. No, we're excited. We're getting prepped. All right. Yeah. So Mike, what are online people talking about right now? We've been hearing some scuttlebutt.

Mike Lyon (04:57.342)
It's always, you know, that's our advertisement. Yeah, we're excited about it.

Mike Lyon (05:11.818)
there's some rustling out in the OSC woods and even just for home builders. There's some cracks forming in the market. Okay, that's fine. The smart builders and the smart money, they're gonna keep selling no matter what. what's interesting is we're starting to get some of those people complaining.

Jen (05:24.174)
Mmm.

Jen (05:38.157)
Hmm.

Mike Lyon (05:38.743)
And some of them are complaining about like how the responsive, how, I shouldn't say the response, how sales teams are responding to a little bit of pressure of like, tell me what you're doing. What's what's your conversion rates like what's going on. And there's a little bit of that finger pointing pointing happening in the notes. Jen wrote down, you know, people are saying they suck. I don't know if I've heard anybody say that appointment suck yet, but what's a nicer word of that.

Jen (06:07.826)
Well, I want to be open and vulnerable here. And when I was in the seat, I don't know if this happened to you, Mike. I I literally had a salesperson say, these appointments suck, or these appointments are trash. They're garbage. Yeah. did that ever happen to you?

Mike Lyon (06:23.642)
yeah.

Mike Lyon (06:32.797)
different words, but basically, yeah. A few sales reps who are, you know, thought.

Jen (06:39.544)
How did that make you feel?

Mike Lyon (06:42.077)
That made me feel very competitive. I was like, compared to what?

Jen (06:44.768)
Ha ha.

Hey. Okay. Well, I always ask that question like when, you know, if we do hear that right from an online sales specialist, like how does that make you feel? What is your reaction? I know when I was in the seat and that happened to me, I was like, yeah, well, I'm going to show you. Like I got, it made me get fired up. And I looked at it like a challenge.

Mike Lyon (07:07.804)
Yeah.

Jen (07:16.862)
you are going to like these appointments. You are going to like me. You are going to see my value. And so, you know, this is a real thing. And I think, Mike, you can agree with me that this kind of comes up as the market shifts periodically. We see it more like you're saying when things get a little harder, when the buying cycle goes a little bit longer and everybody's kind of looking under the hood, under the kimono.

and going, what are you doing? What happened here? What are you doing in your CRM? And so we just want to bring this to the forefront and really talk about it together because we're going to...

Mike Lyon (07:56.252)
We're gonna air everybody's dirty laundry on the podcast. Why not? We won't say names.

Jen (08:02.798)
No, no, but you had a scenario recently, right? Where you...

Mike Lyon (08:06.492)
I did. And well, it's funny when you were talking and maybe think of the last builder I was at where I wasn't doing online sales, I was doing sales. And before I came, they had no CRM, no real good website, no model home, no sales process, no nothing. Right. And by the end, when the market turned south, they really felt the pressure. And I remember my own, one of the owners coming in, his name is Dusty walks in, he's like, Mark, what are you doing with the CRM? And I just looked at him. I was like,

You didn't even know what a CRM was a year ago. Why are you asking me that question? And that's just an example of pressure of like, we got to do something. The market's not doing what we want it to do. And so we're going to turn over, like Jen was saying, every, every little thing. And yeah, I had an experience where I was prepped kind of before a coaching call, cause I've taken over some clients here in the interim.

Jen (08:45.592)
Yeah.

Mike Lyon (09:01.931)
And I was prepped before that like, they were getting feedback because a new sales manager was out getting feedback from sales reps. And the sales reps were basically saying, we're not real excited about these appointments. We don't feel like they're qualified. That's the, that's the politically correct version. Well, when we got on with the online sales specialists, I'm not saying names. know you're probably listening, chill out. Nobody knows who you are. They're like, Hey, this happened. And.

Jen (09:15.768)
Mm-hmm.

Mike Lyon (09:29.498)
man, like what are we supposed to do about our sales reps kind of throwing shade at us? And I was co-coaching with Melissa and Melissa kind of get into some tactics. And then I just kind of pause and I said, Hey, before we get into more tactics, I want to just ask you, how does that make you feel? Just like you said, Jen, how does that make you feel? And, know, I felt bad. I felt, it makes me worried. It makes me feel like I don't see the value in our program. Like that's the most important first, like, cause we're supposed to be working as a team.

Jen (09:45.986)
Yeah.

Jen (09:52.525)
Mm-hmm.

Jen (09:58.882)
Right?

Mike Lyon (09:59.117)
And anytime someone says, I don't like what you're doing. You could feel a certain way. I get it. I want to throw up a middle finger at them and say, I'll show you know, whatever. other people can get up. Like there's just different ways. So I first wanted to get to that and, and, and address that because in a challenging market, everybody's stressed and that stress rolls downhill. Now the second thing.

Jen (10:24.686)
Mm-hmm.

Mike Lyon (10:27.533)
I really did ask like, like compared to what like not good compared to what. And so that's the first place my mind goes is like one is has our appointment to sale declined? Have we seen something happen? We went and looked at that. had nothing had changed. So it was just feelings about a certain thing. And then just really helping them understand what is, what is a good conversion? What's a bad conversion? So let's just compare it to the benchmarks and look at that data.

Jen (10:32.566)
Right.

Jen (10:40.364)
Right.

Mike Lyon (10:56.899)
And we'll talk about something that everybody can do here in a second. But I think it's as important. want to go Jen real quick before we get into some of the next stuff we can talk through about how to deal with situations like this, whether they're subtle or not so subtle is let's just take a historical step back and remember what, what conversion rates used to be like, what conversion rates used to be like in 2010 were one out of three appointments converted.

Jen (11:17.518)
Mmm.

Jen (11:24.994)
Mm-hmm. That's right.

Mike Lyon (11:25.946)
to a sale, okay? You start to fast forward and now where are we at? We're like at 20 % conversion, so that's one out of five.

Jen (11:33.164)
Yeah. One out of five.

Mike Lyon (11:36.857)
So when you throw that out there, like that's what it used to be, but why did it used to be like that? Well, there was a limited amount of online traffic going through and phone traffic and more of it was weighted towards, towards walk-in. Okay. So you started to see that start to shift, but our contribution was only 30, 40%.

Jen (11:45.27)
Mm-hmm.

Jen (11:52.75)
Yeah, contribution. was going to say contribution. I feel like was even like 20 to 30 % at one point during that time. Yeah.

Mike Lyon (11:59.534)
Yes.

Yes, was like 30 % was kind of a round number. So fast forward to COVID. We got everybody used to making appointments. Some people were appointments only get on a priority list. That's the only thing that's going to happen. Customers got a taste of the drug. like it. And then they were hooked on this process of researching online and all that stuff. And so we shifted a lot of walk-in traffic over to online sales. Okay. That's great. What's going to naturally happen?

Jen (12:05.57)
The max. Yeah.

Jen (12:24.824)
Yeah.

Mike Lyon (12:29.432)
we're going to start getting an average that starts dropping more towards a conversion rate of online traffic and online traffic versus onsite traffic. The conversion rates were different, right? We would convert at 30%. On-site might convert at 10 or lower or six. We start blending that because more walk-in traffic, quote unquote walk-in traffic is coming in through us. So just understanding that changes a quality of an appointment to get closer to

Jen (12:44.141)
Mm-hmm.

Mike Lyon (12:58.54)
walk in, but still higher. We're still converting higher. And that Jen, like just taking a quick trip down memory lane gets us to what I asked them to do is like, okay, everybody is feeling a certain way about your appointments. Why don't we show them the math and you've got to break it out.

Jen (13:00.994)
Mm-hmm.

Jen (13:14.926)
Right. Yeah, like first step, like check your feels, but then go, OK, we got to remove the feeling really out of a lot of things that you do. Like, let's let's remove. Let's put the feelings in a box on the shelf for a second. Right. Right. Let's hug yourself and then put it away and then go, OK, what what are the facts? Like, what are the what are the black and white numbers?

Mike Lyon (13:24.692)
Yeah.

There's no crying, there's no crying in online sales.

Jen (13:41.998)
because that data is going to tell a different story. And so what did you do with the team?

Mike Lyon (13:47.234)
Absolutely. So we talked him through that. said, I want you to just go break out a community. Can you guys do this? And they're like, yeah, we can do this. Let's take this one community. What was their walk-in traffic conversion? And they're like, gosh, we don't know. I go, well, let me show you how to break it down. And so we pulled it out. go, what was your total traffic? I'm using round numbers because I don't remember exactly. But it was like, OK, their total traffic was 38 for the month. OK? Great. I go, how much of that was your appointments? And they go, eight.

Jen (14:11.939)
Yeah.

Mike Lyon (14:17.188)
Okay, pull out that eight. So they're walking traffic and everything else was 30. And your online appointment were eight. And like, okay, I go, what was your convert, how many sales came from your online appointments? And I think it was like three. And I go, what about the 30? And they said four. And I go, so technically speaking, volume wise more conversion rate, way less.

Jen (14:24.513)
eight.

Jen (14:41.39)
right?

Mike Lyon (14:42.649)
Because what most people do is they take a blended average of their conversion rate and say, this sales rep or this community is converting at this amount. And that's assuming they're actually putting in all their walk-in traffic. Spoiler alert, they don't do it. They're not putting in all their traffic, bless their hearts. We love you salespeople. We love you salespeople, you're not doing it. So if they're being honest about their traffic, that probably drops even more.

Jen (14:49.645)
Mm-hmm.

Jen (14:55.054)
No.

Jen (14:59.106)
We love you salespeople. We love you salespeople.

Mike Lyon (15:10.923)
And so when you compare it, it's like, okay, yeah, maybe you're only converting at 17%, which that doesn't seem high. We like to be at 20, but they're converting at five or six or whatever it is. Right. But they blend that average and say, well, we're converting at 10 when you lump everything together. Well, yeah, you took three out of the eight, which is really high conversion rate for online sales like that in itself was like 30 something percent. So going through with each one of when they say, I feel like your appointments aren't good. go, tell me more about that. And let's look at the numbers.

Because usually the numbers will give you a different story. And hey, guess what? If it is, if they're converting at 20 % and you're converting at 20%, then it's even. And yeah, you might want to look at that. Is there a lead quality issue? there all that stuff that goes into it? We can look at that, but just helping them kind of take a beat. Don't be defensive, step back and let's look at the real numbers. I think that's super important in this market because it is a street fight.

Jen (15:52.184)
Yeah.

Jen (16:06.061)
Yeah, that's.

Mike Lyon (16:08.15)
with every single lead just to get them excited enough to walk in the door.

Jen (16:12.366)
That's huge. And a lot of people just have these knee jerk reactions of jumping in to try to fix it when there might not be something that needs to be fixed. It just needs to be looking at the data for an explanation. So I love that. I love that you did that with the team and what was there? Yeah, good job. And yeah, you're welcome. And what was their response? They felt better. They were like, okay, we're going to hop on this. We're going to do it.

Mike Lyon (16:17.845)
Right.

Mike Lyon (16:26.416)
thanks, Jen. I appreciate you.

Mike Lyon (16:35.032)
well, nobody likes to do math. So I don't know what they thought about the homework, but, they did send an email afterwards and said, you know, thanks for talking to us off a ledge. We feel a little bit better. And it really wasn't about feeling better. It was just like, I've been doing this long enough, Jen. I've been doing it for 20 years. I've been D by C 16 years old. We've seen it all. And I.

could honestly say at the beginning when I would hear stuff like that, I would get all tilted for like three days. What do you mean? And it's like, nah.

Jen (17:07.638)
Yeah, exactly. Same.

So let's talk about the like, you know, okay, obviously this is the most rational, smart first thing that you should do. It is like, seriously, like wish I thought of that, but you know what? Here's what I'd say. I would be like, okay, like I'm calling you. I want to talk through why you think this is not, but here's the next thing that you want to obviously do is one you do need to check yourself.

Mike Lyon (17:20.103)
thanks.

Mike Lyon (17:24.343)
Sure.

Mike Lyon (17:39.959)
Right.

Jen (17:41.314)
Like after you've gone through the math and you've looked at things and you looked at the data, you always want to continue to check yourself. You know, look at the appointment quality. Like, are you doing what you're supposed to do on your end? Do you have good notes in there? And in this market, you know, what you find out, what you don't find out about the prospect is almost as important as what you do find out.

If you're feeling that buyers are more guarded right now, which they are, we're hearing that from people, then they might be less, you know, open to telling you about what their budget is or whether they've talked to a lender and all of those things. Is that going to prevent you from setting an appointment? No, but you're going to get that information. You're going to put it in the notes and you're going to communicate that over to your salesperson. Communication is key.

Mike Lyon (18:12.052)
Yes.

Mike Lyon (18:33.911)
Communication is key. So make sure you're all these things. One thing that I encourage you to just check yourself on is when you do get that engaged person, because you do know people are in the research stage right now and they're just checking things.

Jen (18:34.958)
So just make sure you're doing all those things. One thing that I encourage you to just check yourself on is when you do get that engaged person, because we do know people are in the research stage right now and they're just checking things out, don't immediately go for the appointment right away. Spend some time talking with them, building rapport, asking them questions, and then move into a discovery tour.

Mike Lyon (18:52.214)
That's right.

Jen (19:03.672)
you know, tell them that that's the next step. Warm them up. Yeah.

Mike Lyon (19:07.316)
Yeah, you got to warm them up. that's interesting. When you said like, thinking about quality level, because our thought process is in this market, when in doubt, send them out. Because there's not a lot of sales reps that are complaining about too much traffic that they can't handle it, right? I mean, that one example of 39 a month, whoopity doo-dah, that's like one and a half people a day. Congratulations. What's interesting is we kind of went a little bit further.

Jen (19:12.59)
Mm-hmm.

Jen (19:17.005)
Yeah.

Jen (19:25.229)
Right.

Jen (19:28.567)
Mm-hmm.

Mike Lyon (19:35.882)
conversion rate from appointment to sale is lower than our benchmarks historically. Like so that hasn't changed but it's still lower. But the question is like, let's just flip that around to the sales rep. Pretend you were talking to the sales rep who said your appointments aren't that good and you show them kind of what you're doing with your appointments and you ask them, would you like me to not send them out? I said, how many sales reps do you think would tell you, yeah, why don't you just hang on to them until they're ready to go? The answer is.

Jen (19:39.884)
Historically. Right.

Jen (19:55.886)
Mmm.

Jen (20:01.528)
Yeah.

Mike Lyon (20:03.58)
zero or if there's one you're fired because that's dumb. Like no one's gonna tell you to slow down and not send an appointment because they're not gonna buy this month. That's the job of the sales rep. You gotta do something that makes it enticing enough for them and it's really hard for online sales to do that because they're not in front of the actual product or in the community or getting a feel for the wind blowing in the har.

Jen (20:08.024)
So you're saying use the takeaway clothes? Takeaway clothes?

Yeah. Yeah.

Mike Lyon (20:31.732)
You know, as they walk along the trails and you know, you just can't do that. You can't experience that. emotional peak is when they're in front of a salesperson and you just have to communicate that. Like not everybody's going to be like with a check and a pen and a mother-in-law and their financial advisor and their, you know, therapist ready to buy a house. This is just the process of continuing.

Jen (20:31.832)
And a heart.

man.

Jen (20:56.012)
Yeah. Yeah.

Mike Lyon (21:02.001)
down the research road. So yeah.

Jen (21:04.376)
So I think Mike, here's the next thing I think we all need to remember is that there needs to be a resetting of expectations. And exactly what you just said needs to be shared with the salespeople and just understanding like, like here's where we're at in the market. Here's what we're seeing. Here's what we're hearing on the phone. Here's how consumer sentiment starts at the beginning, you know, how they're feeling at the beginning of their journey.

You know, here's what I've learned of how to, you know, keep the momentum going right now in this market where there might not be as much urgency. What can online sales do to keep the momentum going and, getting butts in the seat out there at the model home builds the pipeline for the future. And so, you know, online sales, I encourage you take some time to talk about that. Like at a sales meeting, talk about what you learn on the podcast, what your

Mike Lyon (21:47.06)
That's right.

Jen (22:01.474)
hearing out there in the market what you're seeing and don't be afraid to share that with sales so that they understand.

Mike Lyon (22:09.143)
Yeah, and listen the transition from a hot market to what we're in now was gradual and then sudden and So there is some amnesia and there might be new sales reps so the combination between new person in this new market and amnesia which is prevalent and They're like, what do you mean? Like do you not remember when we were on priority lists when we were telling people like oh you want to buy a house? Okay, that'll be nine months

Jen (22:37.24)
Woof.

Mike Lyon (22:38.325)
It was, that was equally hard. So now we're just moving back to where we all have to get to work and not everybody's cut out for this type of work. That's fine. but again, the smart money, the smart builders are going to make it through this process, this, this market and this process, and they're going to be fine. And that's what we're here for. We're just to guide you through it. This guy.

Jen (22:40.462)
I have PTSD.

Jen (22:47.736)
Man, this is...

Jen (22:54.242)
This is fun. This is fun. Man, it's like, you like a challenge? Let's go.

Mike Lyon (22:59.582)
That's right. Let's go. You got to get your tough market degree and I feel like I'm your daddy. I feel like

Jen (23:07.8)
Hey, good way to work that one in, buddy. I'm everybody's daddy.

Mike Lyon (23:10.247)
I feel like I've been raising you.

Mike Lyon (23:15.273)
for the

Jen (23:15.736)
Hey, hey, if anybody knows what that's from, send me an email and you will get a special present.

Mike Lyon (23:22.088)
That's right, that's right. We're not gonna tip them off. We're not gonna tip them off of our shared love. Okay, so I think that's what we got, Jen. And honestly, I don't wanna downplay or joke too much around challenges because there are some builders that are gonna go through it. But anybody who's a diligent and dedicated worker, it's gonna be just fine. Just fine. If you're leveraging your tools and you're learning.

Jen (23:25.856)
No, we're not going to tip them off. All right. Yeah.

Jen (23:46.766)
Heck yeah.

Mike Lyon (23:50.174)
how to be efficient and you are taking care of your customers, you're gonna be fine. In the home builder space, you're gonna be fine. So anyway, just a little word of encouragement.

Jen (23:58.28)
man, I just, and I see online sales specialists out there right now just really dialed in and doing what they need to do. Just the feedback I'm getting. So that's really exciting. You guys keep doing your thing. Okay. Skills check because you got to check yourself before you wreck yourself. We kind of already said a couple things here, but you guessed it. You got to do some math. So, Hey, I know, I know we just lost. We just lost our listeners.

Mike Lyon (24:13.214)
Yeah.

Mike Lyon (24:22.291)
jeez, Jen. Come on. We lost the audience.

Jen (24:29.038)
But hey, this is really important and leadership will think you're geniuses. So go and figure out, look at each community, figure out what the appointment to sale is for online appointments and figure out what your on-site traffic to sale is. You may need to get some help. You may need to enlist somebody to look at this data with you. But man, that is going to be very telling. And what a cool

story to tell and to show and listen, you got to know your numbers to know where you're going and what you need to work on.

Mike Lyon (25:01.949)
Right. Well, I think I'll, I see your math and I raise you some algebra or whatever. think it's important to do this by community, obviously, but then if you have communities of multiple sales reps, do it for the sales reps too, just to see how they convert in general and convert your leads. Because what is interesting is the online sales team is truly the filter. So

Jen (25:08.558)
Okay.

Jen (25:19.758)
oooo

Mike Lyon (25:28.718)
You know, let's say your online sales specialist is setting these appointments for two or three different sales reps in a big community. The appointment is basically going to be the same, same type of qualification, same process and all that. So we know it's made it to this filter. So technically they should all be converting the same if they're good salespeople. But sometimes you'll see like salesperson A, salesperson B converting just fine. Salesperson C hates internet leads for some reason or whatever.

Jen (25:45.902)
Mmm!

I see.

Jen (25:56.782)
Spicy!

Mike Lyon (25:57.905)
Say it is spicy. So again, your job is not to point it out and be the conversion police. Your job is, let's just role play this, Jen. All right. So Jen, you be the cranky sales rep who I'm sitting down and we're having a meeting because we got to come to terms on my bad appointments. Okay. So what are you saying to me? Go ahead and just get mad at me.

Jen (26:18.506)
Mike, these appointments are garbage. Like, I don't have time for this.

Mike Lyon (26:24.583)
Jen, I am so sorry to hear that. Why do you think that?

Jen (26:32.078)
They're just not qualified. I mean, they come out here, they got bad credit. don't, you know, this is just not good.

Mike Lyon (26:38.77)
What does that compare to? Are you comparing that to your walk-in traffic?

Jen (26:43.298)
Yeah, I mean, get way better. I get way better conversions from my realtors that that bring me leads and, and people walking in.

Mike Lyon (26:49.522)
Hmm. Now this is the important part, Jen. This is the important part right here. Hmm. It's the chin rub. Hmm. That's interesting. Jen, you know that your conversion to from walk-in traffic to sale is at 5%. Did you know that?

Jen (26:57.649)
That's interesting.

Jen (27:06.475)
Yeah, right.

Mike Lyon (27:07.531)
That's what the numbers say. Do you know your conversion from appointments to CLR? From me?

Jen (27:12.718)
Probably 2%.

Mike Lyon (27:14.13)
17%. It's three times higher.

Jen (27:17.191)
wow. wow.

Mike Lyon (27:20.003)
Love you, bye. Here's your Starbucks and you throw their Starbucks in their face. I brought you a Starbucks, here you go.

Violences, I don't condone violence. just want everybody to know that. I don't believe in it.

Jen (27:35.552)
No, that's perfect. I think you got to be ready. Yeah.

Mike Lyon (27:37.691)
But you gotta be like, knowing your math, that's the homework. You gotta know that so that someone says, I need to talk to you about this. Or maybe you need to talk to them. Because they're not doing the handoff process or they're not treating their appointments right or they do have like a feeling away about this. mean, bless her heart, that was Angela for me. She just thought she should be doing my job. And I just told her too bad, so sad.

Jen (27:46.818)
Yeah.

Jen (27:55.276)
Yeah. Yeah.

Jen (28:00.898)
Yeah. Scott, Scott was mine. mean, God love them. Scotty. man, Mike, this has been fun. It's a loosey Tuesday. thank you guys for tuning in and we will see you next time.

Mike Lyon (28:03.898)
Scott.

Mike Lyon (28:09.039)
You know what? It's a woozy Tuesday.

Mike Lyon (28:18.769)
Thank you everybody.