How to onboard a new real estate setter

Laying the groundwork before the setter starts

Before your new setter's first day, ensure all necessary accounts are set up: CRM access, dialer access, and any other communication tools he or she will use. This prevents lost time on day one and shows professionalism.

Prepare a detailed onboarding schedule for the first week or two. This schedule should cover introductions, system training, role-playing, and shadowing experienced team members. A clear roadmap reduces anxiety for the new hire.

Have a welcome packet ready, whether digital or physical, containing key company information, an organizational chart, and a brief overview of his or her role and immediate goals. This helps him or her feel oriented and valued from the start.

Initial training: systems and tools

Start by thoroughly training your new setter on your CRM. He or she needs to understand how to log calls, update lead statuses, schedule follow-ups, and access lead history. This is the backbone of his or her daily work.

Next, introduce him or her to your dialer system. Show him or her how to manage call lists, record calls (if applicable and compliant), and use any specific features relevant to his or her role. Hands-on practice with supervision is crucial here.

If you use other communication tools like SMS platforms, ensure he or she is proficient in those as well. Emphasize the importance of data entry accuracy and consistency across all platforms, as this impacts the entire lead lifecycle.

For more on how to work a lead: /how-to-work-your-leads

Understanding your lead types and criteria

Your setter needs a deep understanding of the types of leads you pursue and what constitutes a 'motivated seller' for your operation. Explain the nuances of pre-foreclosure, tax delinquent, or absentee owner leads, for example.

Clearly define your qualification criteria. What specific pain points, timelines, and property conditions signal a hot lead versus a cold one? Provide examples of good and bad lead characteristics to help him or her discern.

Walk him or her through the lifecycle of a lead, from initial contact to handing it off to a closer. He or she needs to understand his or her role within the larger process and how his or her efforts contribute to successful deals.

All lead types explained: /lead-types

Role-playing and call script practice

Role-playing is indispensable for setters. Practice various scenarios: initial contact, handling objections, asking qualifying questions, and scheduling appointments. Provide constructive feedback on tone, pace, and script adherence.

Equip him or her with well-structured call scripts, but also teach him or her how to deviate naturally when necessary. The goal is to sound authentic and empathetic, not robotic. The script is a guide, not a straitjacket.

Encourage him or her to practice with other team members. This builds confidence and allows him or her to learn from different communication styles. The more comfortable he or she is with the script and common objections, the better he or she will perform.

For more on the first call with a motivated seller: /learn/first-call-with-a-motivated-seller

Shadowing and initial supervision

Have your new setter shadow an experienced setter or closer for several hours. Listening to live calls provides invaluable context and demonstrates how theory translates into practice.

For his or her first live calls, provide direct supervision. Sit with him or her, listen in, and offer immediate feedback after each call. This hands-on guidance helps him or her correct mistakes early and builds confidence.

Gradually reduce direct supervision as he or she gains proficiency. However, continue to spot-check calls and provide regular feedback sessions to ensure he or she maintains quality and adheres to your standards.

How to respond to a motivated seller text: /learn/how-to-respond-to-a-motivated-seller-text

Ongoing support and feedback for setters

Onboarding does not end after the first week. Establish a routine for ongoing feedback, whether through weekly one-on-one meetings or regular team huddles. Discuss successes, challenges, and areas for improvement.

Provide access to a resource library of scripts, FAQs, objection handling guides, and training materials. This allows him or her to self-serve for common questions and continuously refine his or her skills.

Foster an environment where he or she feels comfortable asking questions and seeking help. A supportive team culture is crucial for long-term retention and performance, ensuring your setters feel like integral parts of your operation.