Getting Started with KW Command

Getting Started with KW Command – A Step by Step Walkthrough Guide

STEP 1- THE COMMAND APP

📺 WATCH: KW Command App Promo Video

📺 WATCH: KW Command App Overview

  • 1: INSTALL THE COMMAND APP
    • Download the KW Command App (iPhoneAndroid) onto your phone, then log in with your myKW/Command username & password.
  • 2: VIEW YOUR COMMAND NOTIFICATIONS
    • Any notifications you’d get on the Command website will also appear in the Command app under the Notifications 🔔 icon on the bottom of the screen. These include contact task reminders and compliance notifications from the office.
  • 3: VIEW & MANAGE YOUR COMMAND CONTACTS
    • Practice adding, editing, and logging interactions with your contacts from the app.
    • Managing your database, and logging useful info that comes up in conversations doesn’t just happen when you’re in front of your computer!
    • Become a Command app master so you never lose precious contact info as you receive it!
  • 4: ADD A COMMAND CONTACT USING THE COMMAND APP
  • Practice adding a friend, family member, or even yourself to your Command database on-the-go
    • Tap the Command AppBlue Circle with “+”Add Contact.
  •  Add as much information using the Command app as you can.NOTE: It may be better to add a DTD2 tag to this contact using Command Contacts on the web. But don’t forget to do it later! EVERYONE in your database should have a DTD2 tag because everyone has a last name!
  • 5: KEEP NOTES ON YOUR CONTACTS
  • Find a contact in your Command AppContacts.
  • Tap on them to see their contact details, tap on the “+” icon, then tap Add Note. Follow the remaining prompts, and choose to add a note about the interaction.
  • To view your interaction notes, go to the Contacts Timeline on the Command App or the Command website, click on the contact you logged the interaction with, and see the notes you entered in the Command App or website that can be found in their Timeline!
    • What a great way to keep conversation notes on your contacts when you’re not in front of your computer!
  • 6: ADD COMMAND TASKS
  • Add a contact task in the Command App by accessing CommandThen tap the + buttonAdd Task
    • Add a Task Name, Description, Due Dates, and Assign the Contact to the task.
    • You can also see that any tasks you create in the Commande app also show up when using Command on the web in Command’s Tasks module. What a convenient way to stay on top of your database to-do’s!
  • 7: VIEW CONTACTS & LISTINGS ON A MAP
  • Want to see where your contacts live or which ones are nearby? View all of your contacts (who have addresses for) on a map under Command Home Address
    • Get driving directions to their front door

STEP 2- THE KW CONSUMER APP

📺 WATCH: KW Consumer App Promo Video

📺 WATCH: How to Use the KW App Video

📺 WATCH: KW Consumer App Overview Video

  • Download the KW Realty app (iPhoneAndroid) on your phone, create an account using your personal email address (since this is your customer app).
  • Tap More ▸ Find an Agent, then enter your first & last name. Tap on your name & city in the search results, then tap Get in Touch ▸ Confirm.
    • This will capture yourself to your own Command Contacts database as a Lead.
  • 3: PRACTICE SHARING & BRANDING WITH FRIENDS & FAMILY
  • 📺 WATCH: Share Your KW App
    • Use the two steps above to share & brand your app with close friends & family.
    • Practice this process a few times with them so you’ll be ready to do it with your clients & visitors to your open houses.
    • Each time you brand someone’s app to you, they’ll get captured to your Command Contacts database as a Lead!
  • 4: PRACTICE ADDITIONAL FEATURES WITH FRIENDS & FAMILY
  • Ask your close friends & family to favorite/save some listings in the KW Realty app. Also have them try contacting you through the app. Use them to help you make sure your contact info and notifications work in the app BEFORE you try with your clients.
  • ADVANCED OPTIONS
  • BUYER & SELLER GUIDES
  • MOBILE APP SUBDOMAIN & QR CODE
  • Create a subdomain on a domain name you’ve purchased (e.g., app.weskennedy.com), and forward it to your KW Consumer App URL to make it easy to remember your app download link. You can also print & display your KW Mobile App QR Code on yard signs, business cards, social media, etc.

STEP 3- WEBSITE SETUP

  • Professional Job Title: RealtorDesignations/Credentials: Continuing Ed DesignationsWebsite: Enter your domain name here without http:// but starting with www. (e.g., www.weskennedyhomes.com).
  • NOTE: If your domain name isn’t currently forwarded to your Command website, you can still enter it here, then select your KW.com subdomain (which launches your site), then point your domain name to your Command website after that.
  • Market Center/Brokerage License Number: Compliance Legal Footer Text: Leave this blank. The KW Franchise Disclaimer will already be in the footer of your website.Social Media Links: Paste full, complete URLs here starting with https:// (e.g., https://facebook.com/kwelitetech).\
  • 2: UPLOAD HEADSHOT & LOGOS
  • ➡️ TAKE ME THERE: Command ▸ Settings ▸ Connect Settings ▸ Marketing Profile
    • Market Center/Brokerage Logo: Upload the full-color, transparent PNG KW Emerald Coast  logo from KWConnect here.
    • Enter “209” as the Market Center Number to pull up the brokerage’s logos.
    • Team Logo: Upload your own brand’s transparent PNG logo here (if you have one). If you don’t have a logo, you can easily make one yourself through several online resources or hiring someone to build one for you!
  • 3: BRAND YOUR SITE

STEP 4- LAUNCH YOUR CONSUMER WEBSITE

  • 1) In the Site & App Settings ▸ URLs tab, enter your first & last name (one word, all lowercase – e.g.) into the Your Subdomain field.
    • 2) Make sure the Use My Information to Brand My Agent Site button is enabled (green).
    • 3) Click Save Changes, and your site is launched!
    • 4) Navigate to the subdomain you entered followed by .kw.com (e.g. warrengsamuel.kw.com)  to make sure your site is published to the web.
  • NOTE: You may need to initially launch your site using Command’s launch wizard. Click the Configure Your Site link in the upper-right to start the step-by-step walkthrough for launching your website.

BONUS: CUSTOMIZE YOUR CONSUMER WEBSITE

  • 1: ADD A CUSTOM HERO IMAGE TO YOUR HOME PAGE
  • TECH TIP: While you’re on this page, you can enter a space in the Agent Site Hero Text field to clear out the headlines text that appears above the search box. This gives you more room for your image and makes your page less busy.
  • 9) Scroll down & click Save Changes, then navigate to your public-facing Command website to see that your hero image looks correct.
  • NOTE: Your Command website will “gray out” your image by design. This behavior cannot be changed.
  • 2: ADD FEATURED LISTINGS TO YOUR HOME PAGE
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Site & App Settings ▸ Featured Listings
    • 1) Click the Select Listings button.
    • 2) Under the Show dropdown menu, choose Only My Listings if you have your own listings, or choose All Listings, then City or Zip Code from the other dropdown menu to search the entire MLS for listings.
    • 3) Click Select to choose that listing to feature. Only share listings that show Keller Williams as the Office.
    • 4) Click Done, then Save Changes.
    • 5) Go to your public-facing website, then refresh the page to see if your featured listings appear toward the middle of your page
  • 3: CREATE SITE PAGES & ADD THEM TO YOUR SITE MENU
  • CREATE AN AGENT SITE PAGE
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages1) Select Consumer from the Command tools on the left side of your screen, then Agent Site PagesCreate a New PageOn My Agent Site.2) Drag the appropriate widgets into the body section in the order you want then.3) When finished dragging & ordering widgets, click Configure Widget.4) Click through & enter all required info for that widget, click Save & Apply, then click the right arrow to continue to configure the next widget (if you have multiple widgets in your page).5) Click in the page name field at the top-left of the screen to rename your page (e.g., Testimonials, Download My App, etc.)6) Click the Publish Page button when finished.
  • ADD A PAGE TO YOUR SITE MENU
  • 4: CREATE STANDALONE LANDING PAGES
  • Landing pages (or standalone pages) are pages that stand by themselves. They are not accessible/not found via your website’s dropdown Site Menu. You will need to have the direct link to them to access them (better yet: create a subdomain via your own domain name for them in the next section).
  • CREATE A STANDALONE LANDING PAGE
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages1) Select Consumer from the Command tools on the left side of your screen, then Landing PagesCreate a New PageAs a Landing Page.2) Drag widgets into the body section in the order you want then. To create a testimonial capture page, add the following widgets:
  • Branded HeaderTestimonial Capture FormAgent Branding
  • 3) To create a single property lead capture page, add the following widgets:
  • Branded HeaderListingLead FormMarket SnapDownload My AppAgent Branding
  • 4) Click Configure Widgets & enter all required info for that widget, click Save & Apply, then click the right arrow to continue to configure the next widget.
  • NOTE: Check phone numbers for formatting. Just use hyphens (i.e., 405-555-1234), no parentheses. Incorrect formatting may prevent you from publishing your page.
  • 5) Give your page a descriptive name in the upper-left field, then click Publish.6) Exit to your Landing Pages page, click the ••• button, then click Change URL if you’d like to customize your URL somewhat (better yet: create a subdomain for it using your own domain name).
  • PRO TIP: CREATE SUBDOMAIN FORWARDS
  • PRICE DROPS
  • 1) Run a search on your website for price drops in the areas/zip codes/neighborhoods you wish to operate.2) Copy the URL to the search results.3) Log in at your domain name registrar & look for your domain’s subdomain/forward DNS settings.4) Create a new subdomain named pricedrop, or pricedrops, or reduced (or all of them!) and forward it to the URL you copied from your websites. The full URL with subdomain will be something like “pricedrop.weskennedy.com”.5) Within about 15 minutes, your subdomain will become active, and forward visitors to price drop search results on your website!
  • OPEN HOUSES
  • Repeat the steps above, but instead of searching for price drops on your website, search for open houses, and name your subdomain openhomes or openhouses (or both).
  • ADVANCED: EMBED THE HOMEKEEPR BLOG
  • You can create Site Pages, and use the Agent Profile widget to embed other widgets into the page to create pages for mortgage calculators, automated blog posts, YouTube videos, and more!
  • 1: CREATE THE PAGE
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages1) Select Create a New PageOn My Agent Site.2) Drag the Agent Profile widget into the body of the page.3) Click the Configure Widgets button.4) Enter “Real Estate Tips Blog” or “HomeKeepr Blog”  in the Page Title field, and type a space into the Bio Title field to remove it.5) Copy & paste the HomeKeepr blog code located below into the Agent Bio field.
    NOTE: Replace ?sharedby=wes-kennedy (in green text in the code) with your own name how it appears in your HomeKeepr URLs, OR you can remove it altogether, but make sure you leave the final forward slash after blog/.6) Click Save & Apply.7) Name the page HomeKeepr Blog or Real Estate Tips Blog in the upper-left corner of the page.8) Click the Publish Page button when finished.
  • 2: COPY & PASTE HOMEKEEPR BLOG EMBED CODE
  • 3: ADD THE PAGE TO YOUR SITE MENU
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages1) Click + Add a Page, select the page you created, then click Continue.2) Enter a name for your page (e.g., Real Estate Tips Blog), then enter the same thing in the URL slug except in lowercase & use hyphens instead of spaces (e.g., real-estate-tips-blog).3) Use the grabber (6 dots) to drag the page into the order you want it in your Site Menu, then click Save.
  • ADVANCED: EMBED A YOUTUBE VIDEO
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages
    • 1) Repeat the steps above for the HomeKeepr Blog Widget, but replace anything referring to HomeKeepr with text/title that describes the video you’re embedding.
    • 2) Copy & paste the YouTube Video Embed Code located below into the Agent Bio field to embed the video on your page.
    • 3) Replace the green text in the code below with the Video ID of the YouTube video you want to embed.
    • YOUTUBE VIDEO EMBED CODE
  • ADVANCED: EMBED A MORTGAGE CALCULATOR WIDGET
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages
    • 1) Repeat the steps above for the HomeKeepr Blog Widget, but replace anything referring to HomeKeepr with Mortgage Calculator.
    • 2) Copy & paste the Mortgage Calculator Embed Code located below into the Agent Bio field to embed the widget on your page.
    • 3) You can adjust the default calculator values in the code’s green text.
    • MORTGAGE CALCULATOR WIDGET EMBED CODE
  • ADVANCED: EMBED A SCHOOL RATINGS WIDGET
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages
    • 1) Repeat the steps above for the HomeKeepr Blog Widget, but replace anything referring to HomeKeepr with School Ratings.
    • 2) Copy & paste the School Ratings Embed Code located below into the Agent Bio field to embed the widget on your page.
    • SCHOOL RATINGS WIDGET EMBED CODE
  • ADVANCED: EMBED YOUR TESTIMONIAL SUBMISSION PAGE
  • ➡️ TAKE ME THERE: Command ▸ Consumer ▸ Agent Site Pages
    • 1) Repeat the steps above for the HomeKeepr Blog Widget, but replace anything referring to HomeKeepr with Testimonial Submisson.
    • 2) Copy & paste the Testimonial Submission Page Embed Code located below into the Agent Bio field to embed the widget on your page.

DATABASE MANAGEMENT

STEP 5: Import Your Contacts with DTD2 Tags

●     Exporting your contacts from your phone & importing them into Command with automatic DTD2 tags is fairly easy. However, the data you import into Command is only as good as the quality & accuracy of the data.

●     Review your contacts and clean up their info, correct names & remove emojis, fill-in missing info, and determine your contacts most likely to buy or sell with you ASAP BEFORE importing them into Command (i.e., in your CSV file).

●     DO NOT instantly junk up your database with people who will not be transacting business with you and/or too many contacts that you can’t manage to touch. Quantity ≠ Quality

●     No CRM will automatically generate business for you just by dumping contacts into it. It depends on YOU: Your SYSTEMS & your CONSISTENCY to generate business from your CRM.

●     For most people starting out, the number of contacts in your database should be around 100 to 200 people. The MREA 12:2 Ratio states that for every 12 contacts on a well-run 33 Touch campaign, you should expect 1 piece of repeat business & 1 piece of referral business.

●     By this ratio, with 200 contacts in your database & strictly following the 33 Touch system, should equate to about 32 transactions in a year with an average commission of $7500 is $240,000 in GCI

  • Manually add yourself to your Command Contacts database using the + Add Contact button. Do this manually (rather than in your CSV import) to practice manually adding a contact.
  • 2: EXPORT YOUR PHONE CONTACTS
  • 3: NARROW DOWN YOUR TOP CONTACTS
  • Identify the top people most likely to make a sale with you as soon as possible. Delete any contacts from your exported CSV file who do not meet this criteria or you will not do business with.
    • A database full of too many contacts who have little reason to buy or sell a home will junk up your database, make it too overwhelming to use, and cause you to burn out on managing & touching your contacts.
    • Consider a reasonable amount of contacts with whom you can make REAL contact with (over the phone or in-person, NOT an email blast). Build your database on QUALITY not Quantity!
  • 4: FILL-IN YOUR COMMAND CONTACTS CSV IMPORT TEMPLATE
  • NOTE: Make sure you select & copy the entire column, and paste it so that each row matches up with the contact it goes with. You don’t want to paste into the wrong row causing your pasted data to mismatch their contacts!
  • Check that the Tags column has the DTD2 tag system for your contacts based on their last name. If not, sort your contacts with the A > Z function to list them alphabetically and then apply the tags.
  • 5: CLEAN UP YOUR DATA
  • NAMES
  • Clean up contacts’ names. Make sure they are spelled & capitalized correctly, and any unprofessional nicknames are removed. How you import names into Command is how your clients will see them when the platform sends them branded marketing materials! Fill-in missing names with NOFIRSTNAME or NOLASTNAME. These can be searched for later after importing into Command. If you’re unable to determine who the contact is, don’t import them!
  • PHONE NUMBERS:
  • Phone numbers should include area codes for a total of 10 digits, and are best formatted with dashes/hyphens as XXX-XXX-XXXX. Fill-in missing phone numbers BEFORE importing into Command.
  •  
    •  
    •  
    • BIRTHDAYS & ANNIVERSARIES:
    • These dates are best formatted as YYYY-MM-DD or MM-DD-YYYY. Fill-in as many missing dates as possible BEFORE importing into Command.
  • NOTE: Years are not important for birthdays; just the month & day. You can enter 1900 if you don’t know the year someone was born. For home purchase anniversaries, the exact day is not important. You can just enter 1 as the day, so all of your contacts get an automated purchase anniversary touch on the first day of the month of their home anniversary.
  • 6: IMPORT YOUR FINISHED CSV FILE
  • Finally, ✉️ Email with your completed Command Contacts Import CSV File for review & help with importing into your Command account.

BONUS: What is DTD2 & 33 Touch?

  • DTD2: DO THE DATABASE TWO
    • DTD2 stands for Do the Database Two. It’s a phone call touch system that is just one part of a complete, multichannel 33 Touch system. DTD2 is a systematic, repeatable, manageable way of contacting your entire database by phone 4 times over the course of 1 year.
    • DTD2 breaks down the contacts in your database into 13 groups based on their first (or last) name. The entire alphabet (26 letters) is put into groups of 2 letters (13 groups). Each week, you call all of your contacts inside one letter group. The following week, you move on to the next letter group. By the time one calendar quarter has ended (about 13 weeks), you’ve called everyone in your database. You then start again with the first group at the start of the next quarter. Over one year, this amounts to 4 phone call touches to your entire database!
  • MULTICHANNEL 33 TOUCH
    • A 33 Touch is a repeatable marketing system for contacting (touching) your Met Database around 33 times (give or take) over the course of 1 year. A good, true 33 Touch is one that is multichannel (i.e., includes touches via phone call, email, direct mail, and events and/or items of value).
    • These touches are systematized as follows:
  • Phone Calls (once per quarter) using the DTD2 system1 Direct Mail each month (or every other month as your marketing budget allows)1 Email per month using Command’s Monthly Neighborhood Nurture SmartPlan4 Items of Value (IoV) or Client Events per year (once per quarter)

BONUS: Categories (Ratings) & Business-to-Business (B2B)

  • CATEGORIES (RATINGS)
    • Categories (or ratings) make targeted, paid marketing more cost-effective & efficient. If you can’t afford to send a direct mail piece to your entire database, or just want to hold an event for your top-referring contacts, then you can just target your highest-rated contacts using the Database Mastery categories.
    • Categorize contacts using Tags in Command Contacts based on how much referral business they provide to you.
    • CONSIDER THIS: A renter who has never bought or sold from you, but has referred 5 pieces of business to you is more valuable than someone who has closed 2 deals with you, but never referred anyone to you. The renter-referrer is the more valuable/highly-rated contact!
    • Below are the Database Mastery Category Tags, and suggested criteria for rating your contacts:
  • CATEGORY A Core Advocate
  • (5+ referrals/year)—Refer the most amount of referrals to you and are “well-positioned” (i.e., in positions such as HR where they interact with many people needing to buy or sell a home).
  • CATEGORY B Advocate
  • (3–4 referrals/year)—Refer a lot of business to you, but are NOT in a well-placed position (i.e., they do not regularly interact with people looking to buy or sell a home).
  • CATEGORY C Advocate
  • (1–2 referrals/year)People who do not regularly refer business to you or you aren’t their top-of-mind REALTOR® with them.
  • CATEGORY D Advocate
  • (0 referrals/year)—People who have never referred business to you and/or do not know that they should (that your business runs on referrals).
  • Agent/Allied Resource
  • (System Tag)—People in the real estate industry who refer business to you. These could be referral agents in other cities/states, or lenders, title, etc. who refer business to you.

BONUS: Set Up DTD2 in Google Calendar

  • A calendar system that you refer to & follow should be a necessary component of your business. And since your 33 Touch/DTD2 phone call system is a necessary component of your business, reminders for completing your DTD2 calls should exist on your calendar.
  • Whether you use Google Calendar, iCloud Calendar, MS Outlook, or a paper calendar, you need to stay on track, be consistent with your touch system, and apply the following DTD2 reminders to whatever calendar system you use.
  • 1) Create a calendar named DTD2 Phone Calls, and choose a color for it.
    • 2) Starting on the first Monday of the year (all the way back in January) create a week-long (M–F), all-day event named DTD2 A&W Phone Calls.
    • 3) Set this event’s Repeat to Custom: Every 3 Months on the 1st Monday and its End to Never.
    • 4) Continue creating week-long events for all remaining DTD2 tag groups, changing the repeat for B&E to the 2nd Monday, C&K to the 3rd Monday, etc.
    • 5) Check that your DTD2 reminders start over every 3 months (the first week of each quarter) and never end (they should continue on into future years).

STEP 6: Touch & Manage Your Contacts

  • 1) Click the Filters button, then Clear All, then the Apply button.
    • 2) Click Customize Columns, then enable the following columns to display:
                  – Date of Birth
                  – Primary Phone
                  – Primary Email
                  – Mailing Address
                  – Tags
                  – Last Contacted
    • 3) Drag the columns in the right-hand column into the order above, then click Apply.
    • 4) Size your columns accordingly. Column widths ARE saved as a part of the SmartView!
    • 5) Click the SmartView: All Contacts dropdown, click + Create SmartView.
    • 6) Name your view DTD2 Phone Calls, and check Set As Default SmartView (if you wish).
    • 7) Click Save SmartView.
    • 8) When it’s time each week to do your DTD2 phone calls, click the Filters button, check the DTD2 A&W tag (or whichever DTD2 tag applies to the current week) that you created under the Custom Tags dropdown, then click Apply.
  • 2: CALL YOUR CONTACTS & TAKE CALL NOTES
  • ➡️ TAKE ME THERE: Command ▸ Contacts
    • 1) Open your DTD2 Phone Call SmartView, use FiltersTag(s) to select this week’s DTD2 phone call group, then click Apply.
    • 2) In your DTD2 SmartView, review the contact’s info with whom you’re about to call for their birthday (Is it today or coming up soon?), missing phone number, email address, mailing address, birthday, or home anniversary (you will need to click a contact’s name to see their Home Anniversary in their Contact Details).
    • 3) Click the contact to view their Contact DetailsNotes tab for any notes to review from any previous calls.
    • 4) Click the contact’s phone number to start a phone call from your computer (macOS).
  • NOTE: The Client Interaction window pops-up. Call notes entered here will NOT be exportable in a Command contact export. Client interaction notes will ONLY appear in a contact’s Timeline.
  • 5) To take call notes that are exportable, you will need to CLOSE the Client Interaction window, then click + Add Note.
    • 6) Ask your contact for any missing info. Let them know you can send them a monthly, personalized neighborhood activity page for them if you have their home address & email address. Or let them know you’d like to send them a birthday card or home anniversary card, but you need their birthday/purchase anniversary & mailing address.
  • 3: FOLLOW UP USING COMMAND TASKS & THE 3 ATTEMPT APPROACH
  • ➡️ TAKE ME THERE: Command ▸ Tasks
    • You need to make contact with every person in your DTD2 group. Not getting an answer & leaving a voicemail does not count as a touch!
    • You will likely not reach every contact on the first attempt, so you should make a promise to reach out to them again.
    • Plan your DTD2 calls so that Mondays are your first attempt, Wednesdays are 2nd attempt callbacks, and Fridays are 3rd & final attempt to make phone contact.
  • If you can’t reach a contact by phone after 3 attempts, write a personal letter (if you have their mailing address) or an email letting you know you couldn’t reach them.
  • USING COMMAND TASKS & THE 3 ATTEMPT APPROACH
  • Starting on a Monday, Open your DTD2 SmartView in Command, and begin making your calls.For any contacts whom you can’t reach on Monday, leave a voicemail with a promise to call back on Wednesday so they can expect your call.Create a task in a contact’s Contact DetailsTasks+ Add Task. Name the task Call Back or DTD2 Call, and set the Due Date for Wednesday. No need to set a specific time, description, or add the contact’s name; the task will automatically be assigned to the contact.On Wednesday, go to CommandTasks. Click the name of anyone with a Call Back task assigned to them. Click on their phone number in their Contact Details to start your 2nd attempt phone call.If you don’t get another answer, go to the Tasks section of their Contact Details, and click the Snooze icon. Select Snooze Until Specific Date, and select Friday.On Friday, go to Command ▸ Tasks again. Make your 3rd & final attempt to call back.If you don’t make contact on the 3rd attempt, promise to send a handwritten letter (or email if you don’t have their mailing address) letting them know you couldn’t contact them (fulfilling your promise).Tag the contact as Lost Contact (create the tag if you need to).At the end of each DTD2 quarter, re-evaluate all contacts you never received a response from (tagged as Lost Contact). Decide to remove them from your database, archive/hide them, or tag them as Nurture and start over introducing your business to them with an 8×8 Touch. Don’t let junk contacts fill your database! Quantity is not quality!
  • COMMAND APP & TASKS
  • You can use the Command App to create Command Tasks when you’re away from your computer.1) In the Command App under tap the + button to create a task2) Fill in the details & assign any contacts, then tap Save.
  • Your tasks will appear both in the Command ▸ Tasks module on the web AND the Command App
  • You will get task reminders as push notifications via the Command app on your phone, and you can always find tasks due in the Command app or the Command website under the Notifications 🔔 icon. Check your tasks everyday!

TECH TIP: CUSTOM FIELDS

  • You can create Custom Fields to collect additional information that Command doesn’t record by default. For example, create a DISC Profile to remind yourself how to best communicate to your clients, or a Holiday Pie dropdown in preparation for your holiday pie item of value touch.

CREATE A HOLIDAY PIE CUSTOM FIELD

  • ➡️ TAKE ME THERE: Command ▸ Settings ▸ Contact Settings ▸ Contacts ▸ Custom Fields
    • 1) Click the Create Custom Field button.
    • 2) Enter Holiday Pie in the Custom Field Name.
    • 3) Select Dropdown from the Custom Field Type dropdown.
    • 4) Enter Apple in the Dropdown Option 1 field.
    • 5) Click + Add Dropdown Option, then enter Pecan in the Dropdown Option 2 field.
    • 6) Click + Add Dropdown Option, then enter Pumpkin in the Dropdown Option 3 field.
    • 7) Repeat for as many pie flavor options that you give away for the holidays.
    • 8) Enable the Make Default Custom Field checkbox.
    • 9) Click the Create button.

MORE VIDEOS

STEP 7: Add Contacts to SmartPlans

  • 1) Search for Neighborhood Nurture in the Search… field.
    • 2) Click the Add SmartPlan button on the Monthly Neighborhood Nurture SmartPlan where Keller Williams is the Author.
                  NOTE: You can also add the Bi-Weekly Neighborhood Nurture                SmartPlan.
    • 3) You can leave the Plan Name field alone. Just click the Download button.
    • 4) Optionally, search for Birthday and Anniversary to add the Birthday and Home Anniversary SmartPlans (also where Keller Williams is the Author)
  • 1) Click the Filters button, then Clear All, then the Apply button.
    • 2) Click the Show 1–XXX button at the top-right of the Command Contacts page, and set it to 500 Contacts (the maximum).
    • 3) Click the Select All checkbox above the first contact.
    • 4) Click the Select Bulk Action button, then Add to SmartPlan.
    • 5) Click the Select button for My Monthly Neighborhood Nurture.
    • 6) Select Start on the Following Date, and choose the date from your 33 Touch schedule that you have scheduled for email touches to go out (the 15th tends to work well).
  • NOTE: Don’t use the Stagger Start option.
  • 7) Click Confirm, then Confirm again.
  • NOTE: Your contacts on the MNN SmartPlan will need to have an email address AND at least 1 neighborhood in their Contact Details (a physical address is not required).
  • 8) Repeat this process if you have more than 500 contacts to add to a SmartPlan. Use the ▸ button to view the next batch of 500 contacts to add.
    • 9) Repeat this process for both your Birthday and Home Anniversary SmartPlans.
  • NOTE: Contacts on these SmartPlans will need to have an email address AND a Birthday and/or Home Anniversary date in their Contact Details.
  • 3: CONFIRM CONTACTS ADDED TO SMARTPLANS

 

 

STEP 8: View Your Database Health & Set Goals

  • ONE: SET GOALS
    • Command now has goal setting and tracking built into the Reports Applet. These goals are based on the MREA Economic Model, and utilize the Contacts and Opportunities applets, in Command, to track activities and production.
    • Whether you are creating your goals for the first time, or editing your existing goals, the new Goal Setting Guide makes it easier than ever.
    • Access
      • 2) Choose the Reports icon, , on the left side of the page
      • 3) At the top of the page, click Goals
      • 4) Click + Goals Settings, at the top right of the page
      • 5) Click Get Started.
    • Set Goals
      • 1) Use the drop-down to Select the year you are setting goals for.
      • 2) Set your Annual Profit Goal, and enter your expected Annual Operating Expenses (Expenses and Cost of Sales) for the year:
        • Annual Profit Goal – amount of profit your business earns before taxes and after subtracting cost of sales and operating expenses, from your GCI.
        • Expenses – expenses that are made whether or not a transaction takes place (e.g. salaries, lead generation/marketing expenses, education, occupancy, etc.).
        • Cost of Sales – expenses that are made only when a transaction takes place (e.g. splits to agents/MC/brokerage, referral fees, etc.)
        • There are two ways to set Annual Operating Expenses:
          • Percentage of GCI (%) – instead of manually calculating your operating expenses, enter a percentage of your total GCI you expect to go toward these operating expenses.
          • Fixed Amount ($) – manually calculate the actual fixed dollar amount you expect to incur, based on your total GCI.
      • 3) In the Business Make Up section, set the percentage of Listings, Buyers, and Leases you plan to do for the year. These three percentages should equal 100%.
      • 4) Enter the average commission per unit, in your area, for Listings, Buyers, and Leases, then click Next.
    • Set Conversion Rates
      • 1) Next, set your conversion rates. Each item represents the rate at which one item converts to another (e.g. you convert 10% of your leads to contacts). Click Save and Continue when you are ready.
      • 2) Review the goals you entered, then click What’s Next, once you are finished.
      • Once you are finished, you can either choose an option on the screen or click the X, at the top right of the page.
    •  

SALES PIPELINES, OPPORTUNITIES & COMPLIANCE

STEP 9: Customize Your Sales Pipelines

  • 📺 WATCH: Opportunities & Sales Pipeline Webinar with Wes
  • 📺 WATCH: Opportunities & Sales Pipeline Webinar with Andrew
  • Customize the Stages in your Listings Pipeline & Buyers Pipeline. Click the image below to view the Phases and Stages of a standard transaction timeline. Next, click the Listing Phases and Buyer Phases links to the right of the image to go directly to that Phase’s Stages and Checklist editor. Click the ✏️ button next to an existing Stage to change its name to one from the examples below. Click the + Add Stage button to add additional Stages. Repeat this for each corresponding Phase inside both Listings and Buyers Sales Pipeline until your Stages and Probabilities match what’s in the image below.
  • Customize your Sales Pipeline Checklists. Click the links below again to customize each of your Stages’ Checklists. Each Stage has a link under the Checklist column that you can click on to edit its Checklists. Click each link, then the + Add Item button. Type in the name of your checklist item, then click Save.
  • For a list of recommended checklist items… (COMING SOON)

STEP 10: Create an Opportunity

STEP 11: Learn the Command Compliance Process

  • ONE: CREATE THE BUYER/SELLER CONTACT(S) IN COMMAND
  • COMMAND ▸ CONTACTS
    • Click the + Add Contact button to create a contact for the buyer(s)/seller(s) of the home. The only required info is a First & Last Name. Then click Create. You can create a contact for a spouse or other party to the transaction, and add them as a Co-Buyer or Co-Seller.
  • TWO: CREATE THE OPPORTUNITY
  • COMMAND ▸ OPPORTUNITIES
    • Click the Create Opportunity button, assign it a Listing or Buyer type, then type to search the Client field for the contact you just created to attach to the Opportunity. You can use the Co-Buyer or Co-Seller field to attach a related contact. Fill in any additional Opportunity details (including its Phase and Stage, estimated closing date, price, and commission rate).
  • THREE: START THE TRANSACTION
  • COMMAND ▸ OPPORTUNITIES ▸ DOCUMENTS
    • Click the Start a Transaction button to automatically create a Room in DocuSign that is linked to this Opportunity.
    • REMEMBER: Always start the DocuSign Room using the Start a Transaction button! This button links the Command Opportunity to documents in the DocuSign Room it creates. Once you’ve successfully started the transaction, the button will change to say Go toTransaction. Clicking it will take you directly to its connected DocuSign Room. Try it!
  • FOUR: ADD TRANSACTION DETAILS IN DOCUSIGN
  • DOCUSIGN ▸ ROOM ▸ DETAILS
    • Click the Edit button to add details/info to your transaction. The transaction details you add here (such as price, buyer name/seller name, etc.) will automatically populate their respective fields in the DocuSign documents that you add to the Room
  • FIVE: ADD DOCUMENTS & PEOPLE TO THE DOCUSIGN ROOM
  • DOCUSIGN ▸ ROOM ▸ DOCUMENTS/PEOPLE
    • Click the Add + ▸ DocuSign Forms button, then Skip the Enter NRDS Information screen. Select DocuSign Forms Group from the first dropdown, then from the Select Group dropdown, select Buyer or Listing to add that template of documents to your Room.
  • SIX: SEND AN ENVELOPE OF DOCUMENTS FOR SIGNING
  • 📺 WATCH: Create an Envelope in DocuSign
    • DOCUSIGN ▸ ROOM ▸ ENVELOPES
    • Click the + New button to start a new Envelope to send. Click the Room Docs button to select from documents you added in the previous step to add to the Envelope for signing.
    • Next, click the Add Recipient button, then Pre-Tagged Roles. This will automatically add Recipients based on their Role’s signature requirements in the documents you’ve added to the Envelope.
    • Finally, click the yellow Next button at the top to assign any additional signature fields in the document(s), then click the yellow Send button. When you’re notified that all of your documents have been signed, and you’re ready for compliance review, proceed to Step 7.
  • SEVEN: BUILD YOUR “BROKER FOLDER” IN COMMAND
  • 📺 WATCH: Upload Files to Command from DocuSign
    • COMMAND ▸ OPPORTUNITIES ▸ DOCUMENTS
    • Under the Command Documents tab, there are three “compliance events” on the left side of this page: Listed or Consultation, Under Contract, and Closed. You will insert your final, signed DocuSign files into each of the document placeholders in each “compliance event” as it happens, thus creating a “broker folder” of only the final, signed documents for review.
    • Click the + Add a File button next to each document placeholder, select Source of Documents: DocuSign to view the documents in the DocuSign Room connected to this Opportunity, select the final, signed document you want to insert into the placeholder, then click Assign. The file will be copied directly from DocuSign into the Command placeholder.
  • EIGHT: SUBMIT YOUR “BROKER FOLDER” FOR COMPLIANCE REVIEW
  • COMMAND ▸ OPPORTUNITIES ▸ DOCUMENTS
    • For each of the three “compliance events” in Command that you complete by filling their document placeholders, you’ll click the Submit to MC (Market Center) button. The Submit to MC button notifies the broker that the documents you inserted from DocuSign are ready for compliance review.
    • You’ll see colored tags next to documents such as Uploaded, Returned, and Approved that let you know the status of your documents during their compliance review phase. You’ll also see any explanatory comments from the broker for each document.
  • NINE: ACCEPT AN OFFER
  • 📺 WATCH: Create an Offer
    • COMMAND ▸ OPPORTUNITIES ▸ OFFERS
    • In order to get paid, you first must accept an Offer on the Opportunity. Under the Offers tab, click + Add New Offer, enter the Offer Details, Parties, and Terms. Once you’ve entered the offer you’re going to accept, click the Accept button. This will activate the Commissions tab.
  • TEN: SUBMIT COMMISSION DETAILS
  • COMMAND ▸ OPPORTUNITIES ▸ COMMISSIONS
    • The Commissions tab replaces Greensheets! You’ll enter the commission breakdown details here, then click the Submit button. This will notify the staff to create a DA for you!

STEP 12: Referrals

  • ONE: COMPLETE YOUR KW REFERRAL PROFILE
    • At the top right of the page, click your Name, then select Profile from the drop-down.
    • At the bottom right of the banner image, hover over the profile picture (by default it is your initials), click Change Profile Picture, then select the image from your devices file manager.
  • The optimal size of the profile photo should be a square shape with the dimensions 500 x 500 pixels.
    • At the top right of the profile, click Edit Profile.
    • Enter your email address and phone number(s), then add any service areas you want to highlight to potential referral partners.
    •  Enter your agent facing Bio, then add any of your social profiles that you want to highlight to potential referral partners.
    • You can ignore the Opted In toggle, all KW agents are opted in to the platform automatically. Choose the production and time with KW information that will show on your KW Referral Profile, then click Save Changes.
  • Production data that will pull onto your referral profile is KW-Only data, based on a rolling 12 month period. So, it won’t reflect production older than 12 months or production from previous brokerages.
  • TWO: USE THE MAP TO FIND A REFERRAL PARTNER
    • Click the Referrals icon, , on the left side of the page.
    • Click Map, at the top of the page.
    • Map Views

Production View – this view puts a dot on the map for each deal that agents have closed on (US and Canada only). Each dot represents a closed buyer or seller transaction, located at the location of the home that was bought or sold. This allows you to zoom into a specific area, and see only agents who have done deals, in that area, in the last 12-month period.

  • Hover over an agent on the results list, and the dots associated with their closed deals will turn red.
  • Hover over individual dots on the map, and the agent associated with that closed deal will be highlighted in the results list.

Market Center View – this view adds an icon on the map for each Market Center, . When you click on a Market Center icon, the results will then be a direct reflection of the roster for that Market Center.

  • This view also allows you to search for KW WorldWide agents to add to your Referral Network and to send referrals to.

Referral Network View – this view puts everyone in your Referral Network on the map. You will see their profile picture on the map where they are located, which will give you a good visual look of who you have in your network, where you are looking to send a referral.

  • Filters
    • Click the Filter button, ,above the results list, to access the Filter Panel.
    • Use the Filter Agents Panel to narrow your results:
  • KW Specializations – allows you to filter the results to show agents who are KW MAPS Mastery Clients, affiliated with a KW segment (Luxury, Commercial, Land, KWYP, Expansion), and/or have a military affiliation added in their KW Marketing profile.
  • Languages Spoken – allows you to filter the results based on the languages an agent has on their KW White Pages profile.
  • Closed Units In This Area (production view only) – allows you to filter the results to agents who have specific closed units, for the last 12 months, located within the view you are currently viewing (as opposed to total closed units).
  • Closed Units – allows you to filter the results based on a minimum number of total closed units, for the last 12 months.
  • Listings Sold – allows you to filter the results based on a minimum number of total closed listing units, for the last 12 months.
  • Buy Sides – allows you to filter the results based on a minimum number of total closed buyer units, for the last 12 months.
  • Leases – allows you to filter the results based on a minimum number of total closed lease units, for the last 12 months.
  • Average Listing Price – use a price range to filter based on average listing price, for the last 12 months.
  • Sales Volume – use a price range to filter based on total sales volume, for the last 12 months.
  • THREE: SEND A REFERRAL NETWORK INVITATION
    • Click the Referrals icon, , on the left side bar.
    • From the Referrals home page, click Map, at the top of the page.
    • Once you find the right associate using the map or name search, you can now add them to your referral network from the results list. Click the Invite to My Network button, ​, to the right of their name.
    • In the confirmation popup, add a personalized message (optional) and click the Send Invitation button.

 

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