Worked scenario
The same buyer is being called by three people from one office
A buyer contacted by three agents from the same firm concludes the firm is disorganised, which is exactly what the duplicate calls demonstrate.
3 min read
Property enquiries arrive continuously and from several directions. Where each agent keeps their own list, the same buyer registering interest twice becomes two leads owned by two people.
What the buyer experiences
Three calls in a week, each starting from the beginning, each asking the same questions. The buyer's conclusion is not that the firm is enthusiastic; it is that nobody there talks to anybody else.
Ownership is the mechanism
A lead needs one owner, assigned when it arrives, visible to all. Firms resist this because agents feel it affects their earnings, which is a commission design question rather than a reason to keep duplicate records.
History is what makes the second call good
An agent who can see what was discussed last time has a materially better conversation than one starting fresh. That is the actual benefit to the agent, and it is usually what wins them over to shared records.
What changes
- One lead record per enquirer, regardless of which agent took it
- Ownership assigned once and visible to everyone
- Portal and phone enquiries merged rather than kept separately
- Follow-up history visible so the next call knows what was said
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