Posted on: March 18, 2020

In the wholesaling world, mismanagement of leads is considered a mortal sin. Why? For starters, without proper lead management, you’ll be throwing money out of the window! Undoubtedly, lead management is an integral part of the success of any organisation. And today’s special guest will show us why.

Cierra Ford is the chief operating officer (COO) of Arnold Elite Realty and the one responsible for building all the systems they have in place for lead management. She is also one of the coaches of REI Radio.

In this episode, Cierra not only covered the essentials of lead management, she also shared practical ways to strengthen the lead management process. So if you’d like to make money from every lead you have, today’s episode is something you just can’t miss!

 

MARCH CONTEST ANNOUNCEMENT!

For the entire month of March, Wholesaling Inc is running a Ratings and Review contest! We’re going to fly out 3 lucky winners to Florida, paying for airfare and hotel, to spend to full days with Tom Krol!

Whether you are trying to land your first deal or scale your existing Wholesaling business, Tom is going to help you crush your obstacles and achieve your goals!

And the lucky winners will all be featured as guests on the Wholesaling Inc Podcast!

To enter, you must Rate and Review the Wholesaling Inc Podcast on iTunes (5 stars please:) and send a screenshot of the Review to Darrin at darrin@wholesalinginc.com.

3 winners will be chosen at random and announced on the Podcast in April! Good luck!

 

Key Takeaways

  • Why lead management is very important
  • What auditing leads looks like
  • The importance of having a good CRM when it comes to lead management
  • Why having all your leads sourced is key
  • What accountability looks like in the world of lead management
  • How often leads should be audited
  • How they’re managing old and new leads
  • Characteristics of a good lead manager
  • Hours each day they spend managing leads
  • How to not waste leads
  • Key points to remember in terms of lead management
  • What she thinks of radio as a marketing source from the COO perspective

RESOURCES:

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Episode Transcription

Cody Hofhine:
Hey guys, Cody Hofhine here, and before we get going with today’s episode, I just want to make sure you’re aware of the contest that’s going on for all of March where three lucky winners are going to have a wholesaling business experience of a lifetime, so for the whole month of March, what we’re doing is a special ratings and reviews contest where we’re going to select three lucky winners where we’re going to take care of all their accommodations, their flights, their hotels, and you’ll spend two full days with the head rhino himself, Mister Tom Krol. Imagine what this would be like for your wholesaling business, whether you’re just beginning or you’ve already done some deals, but think of what it could do for you if you spent two full days with Tom Krol in sunny Florida and all the accommodations were taken care of, what would your year look like?
Now to enter into this contest, for this ratings and reviews, we want you to go over to iTunes and give us a rating and review, five stars please, and take a screenshot and send that screenshot of the review to darrin@wholesalinginc.com, that’s Darrin, D-A-R-R-I-N@wholesalinginc.com. Now if this isn’t enough, we’re also going to feature the three of you on the Wholesaling Inc podcast, so while you’re down there, Tom’s going to put you in the hot seat, so get ready, head on over to iTunes, do the ratings and review, and just simply take a screenshot of the review, send it over to darrin@wholesalinginc.com that’s Darrin, D-A-R-R-I-N@wholesalinginc.com so that we can pick out three lucky winners to go head down and spend two full days with Mister Tom Krol. Now let’s get going with today’s episode.

Chris Arnold:
I am your host, Chris Arnold, and let me tell you what we’re going to talk about today. People ask me, as long as I’ve been in the business, what are a couple of the biggest mistakes I see investors or even their team’s making, and probably the two biggest I see is number one, most people don’t know their metrics, also known as KPIs, but the second one is lead management. It’s one thing to be able to generate a lead, it’s another to not fumble those and actually execute them and get them across the line. I can go back to the very first business coach I had who at that point had coached hundreds of real estate entrepreneurs around the country and I remember him telling me “Chris, after all of my years of coaching, the thing that I have to work on most with my clients is lead management.”
It is a rampant problem in the industry and something that everyone needs to learn how to do. I have a very special guest today, actually my chief operating officer, Cierra Ford. She is the one that has actually built out all of the systems that we have in place for lead management, and we are going to get into the practical ways in which you can strengthen the lead management process in your company. So bottom line, the better you manage your leads, of course, the more revenue and the more money that you’re going to make. Cierra, welcome to the show. Glad to have you.

Cierra Ford:
Thank you. Glad to be here.

Chris Arnold:
Awesome. For those that don’t know you, obviously they know you are my COO, but tell us a little bit about you. What is it you do? Which you pretty much do it all for us.

Cierra Ford:
That’s a hard question. Really, I build the operations, I manage the people, I make sure that everything is flowing and delegated properly. If we have an issue with the system, it’s my job to go in and troubleshoot it and make sure that it’s performing the best that it can for our company, so just keeping things on track and making sure everything’s moving in the right direction. That’s the way I would sum it up.

Chris Arnold:
Absolutely. If you’re listening and you’re newer to business and you hear that word system, right? Everything in your business comes down to a system. Cierra, if you make a bowl of cereal in the morning, that is a system, right? Do I get the milk out first? Do I get the cereal out first? How much do I pour? Everything we do can be broken down into a system and so what you do for us obviously is develop systems and more importantly systems that are efficient. Now you’ve got a grasp obviously on what Cierra does, we’re going to be actually talking about the systems behind our lead management and what we have found over the years works best for us. Cierra, let’s hop into the meat. Let’s first talk about why lead management is so important. Why are we making such a big deal out of this? Someone might be listening going “Really? Lead management? That’s like one of the most important things? Why is that?”

Cierra Ford:
Checks and balances. You have to make sure that the money that you’re putting into your company as far as marketing goes, that you’re getting a return out of that, and you’re not going to know that without managing these leads and making sure that everything has been touched and followed up properly. It also allows you to track back to make sure that you’re putting your money in the right place. It holds yourself, people accountable, it makes sure that your money is going in the right place and to the right sources, and it’s making sure that you’re not wasting money overall, which is I think the biggest deal.

Chris Arnold:
That’s a great way to boil it down. If you’re not managing leads, you’re probably wasting money, bottom line.

Cierra Ford:
Absolutely. You’re throwing it out the window for sure.

Chris Arnold:
Without management. Let’s talk about this concept of auditing leads. We hear the word audit, we’re like a tax audit, like from the IRS, but what does it mean to actually audit leads? What does that look like?

Cierra Ford:
I think it can be broken down a couple of ways. If you are a company that has sales people that you work with, that you have your own acquisition managers or even agents in the brokerage world, I think lead audit needs to be an audit of the leads that are being assigned to those salespeople or that are running through your prospecting assistant. So you need to be looking at the notes. The important thing about notes, I’ve been in companies or I’ve seen that people will just put “Left voicemail” and there’s no detail. Even if they’ve reached these people, there’s very little meat there.
The importance of that is if that lead has to go to someone else in the future or if that person, if it’s dead and they call back in a year, we know exactly where the conversation left off. You don’t have to waste time trying to build rapport again. You’ve already had that conversation written down right where you’re picking up and you’re focusing all your attention on that, and then the next piece is you need to be checking for followup date. We’ve had leads lost in the system, I know everybody has because they are not dated properly. If somebody is not ready right now, that does not mean that they won’t be ready in a month, so followup date.
Status. You need to make sure that your statusing these properly so you can go back. If it’s a new lead, you have to have a certain tactic. If it’s a followup, you need to have another, so you need to make sure the statuses are properly checked, and then the last one is source.

Chris Arnold:
If I hear like, “Okay, what does it mean to status a lead?”

Cierra Ford:
You’re staying where you are in that conversation, where did you leave off? If I have something coming into the system as a new lead, I know this person has not been touched, they have not been contacted yet, they’re kind of priority for the day. Then I have people in follow up. These people have already had my attention. I’ve built some type of relationship with them, so that’s a whole another and you have to switch your mind for that conversation. The status not only helps break down where the lead is at that time, but it also helps you switch your state of mind when you’re speaking to these people. What kind of conversation do you need to have? It’s going to be different based on what conversation you had or didn’t have.

Chris Arnold:
So all this auditing that you’re doing is actually through a CRM system, right?

Cierra Ford:
Absolutely.

Chris Arnold:
When we talk about checking notes and looking at the status and making sure it has followup dates, what you’re actually auditing is the CRM software like Podio, correct?

Cierra Ford:
Absolutely. You can’t do this on a spreadsheet. It just isn’t going to work. I know some people start there but ultimately, it’s another waste of money. You need to make sure that you have a system that you’re able to check and really track, and it can be time consuming to have paper notes, so it is important for it to be in a CRM.

Chris Arnold:
How important is lead management when it comes to CRM? Could you really have high level lead management without a good CRM like Podio?

Cierra Ford:
No. Just straight up no. I just don’t think that you can manage things properly. It doesn’t have to be Podio. There’s a million different CRMs, but there needs to be one place where all of these leads are housed, followed up, notated, and again, a huge part of this is that source. You have to have a place where you can quickly check where these leads came from, and you’re not going to do that on an Excel. You’re not going to do tha on a piece of paper. It’s too time consuming and things will get lost in the shuffle.

Chris Arnold:
Got you. Going back to the auditing, right? What I hear you say so far is whether you have a team or you are the team, right? You’re a solo investor, you need to make sure you’re putting good thorough notes in there because that lead could be passed to somebody else, the followup dates are important because if you miss that, then you’re going to miss the time in which you should follow up to convert that lead, make sure your statuses are correct, like this is a new lead, this is a hot lead, followup, et cetera, and then I think you had one other thing you were going to get on for lead audit. What was that?

Cierra Ford:
Yeah, that was source. You have to make sure that you have everything in that system sourced. What marketing strategy did it come from? Which campaign did it come from? That is the only true way you’re going to be able to figure out what is making you money and what’s not. If there is no source, you have no way to track this back. That means you’re throwing 10, 20, $30,000 out of potential marketing campaigns that isn’t generating you anything because you can’t check, and that’s dangerous. That that’s, that’s the true way to get yourself into some trouble, so that’s huge.

Chris Arnold:
Now that we understand about lead auditing, right? Let’s talk about accountability. Is it important to hold accountable the lead management process? I mean obviously it is, but I think the real question we’re all asking is how do we do that? What does accountability look like in the world of lead management?

Cierra Ford:
I would say the first thing is no empty threats. If you expect your salespeople or even yourself, if you expect to be hitting a certain amount of number or contracting a certain amount of contract and it’s not happening, you need to be looking in that system to see why, and so when you do this lead audit or you’re looking through these leads, you’re going to find things are not touched properly. It’s just human nature, things are going to get skipped and missed over, but the important thing here is don’t use empty threats. Don’t tell somebody you’re going to reassign their leads or they’re not going to get additional leads if they don’t do A, B, and C and then not do it. You have to stick to your guns. If you are telling somebody they need to hit all of these points on every lead, then you need to hold them accountable for that, and unfortunately, that means that we take leads.
Within our company, if you don’t make the calls and we see a lead as just basically sitting there, it’s going to be passed on to somebody else. Realistically, we’re taking food out of other salespeople’s mouth by letting these leads sit with another salesperson that’s not doing anything with that. That’s money that another person could be making and ultimately the company. So stick to your guns, no empty threats, make sure that you follow through. If you had a repercussion for your sales members that if they don’t do A, B, and C, follow through. Make sure that they are treating these leads as important as they are. This is money for them and your company, and as far as being a single person, if you don’t have a team, same thing. If you don’t have a strategy to audit these leads and look at these leads, you might as well just throw your money in the trash can because there’s going to be things that fall through the cracks. It’s just inevitable.

Chris Arnold:
If we’re talking first of all, like I have a salesperson, an acquisition manager or maybe a prospecting assistant, how often should I be going in or someone on my team and auditing these leads? Is this done weekly, daily, monthly?

Cierra Ford:
This is daily. The way that we have this set up is throughout the day, our acquisition manager and our prospecting assistant, they’re getting leads all day, but by the end of that day, we’re in that system looking at everything that came in that day, everything that had a followup date set for that day and we’re making sure that they’re touched. So it has to be daily. One day goes by with a lead that had a followup day of Monday and now it’s Tuesday, you potentially lost that deal to somebody else. One day, that’s all it takes, so it has to be done on a daily basis.

Chris Arnold:
If you have a salesperson that isn’t following the process right, you’re auditing them, they’re making multiple mistakes, do you pick up the phone and call them? Do you email them? Do you just remove the leads? What does that actually look like?

Cierra Ford:
It really depends on situation. If I’m jumping in there and we see that a followup date just wasn’t set and they’ve been assigned 20 leads and it’s just this one, and it looks like honestly, it was just accidentally skipped over, I’m just going to shoot them a message and say “Hey, could you check this lead? The date’s not there,” because I can tell, they’re doing what they need to do and things happen. There can be honest mistakes. But if we’re going into a system and we’re seeing that statuses aren’t changed, that there’s no notes indicating the last conversation that they had, there’s no followup date set, that’s when I’m picking up the phone, and they have 24 hours. We give them, because we’re auditing at night, we can’t expect them to jump back in at midnight. I’m giving them to the next morning to catch everything up, but it’s always a timeframe. You have until this time to get it all caught up or it’s reassigned to another acquisition manager or salesperson.

Chris Arnold:
Got you. It’s a good, good system. Let’s talk a little bit about lead reviving, right? We have leads in the system and I’m curious what you think is the best thing to do. You got new, fresh, hot leads which all of your salespeople obviously want, and then you get these dead leads or these old leads. How are you managing like really good leads and how are you managing some of the stuff that’s more seasoned, right?

Cierra Ford:
It’s inevitable that things are going to slow down in random parts of the year. It happens to everybody. You don’t really know when it’s going to happen but sometimes, lead flow just kind of creep down. At that point, we don’t wait around for new leads. What we’re doing is we’re actively going into our dead leads and we’re seeing if we can meet their price now that time has passed, so we’re rerunning numbers. We’re also looking at the area, we’re expanding our buyer’s list every day, so we know now there are certain areas we can help with that we weren’t able to in the past. So we’re actively going through that, but we’re not only doing it when it’s slow, we’re doing it all throughout the year, but when it’s slow is the time where our acquisition managers are really focusing on those, and so it makes sure that we’re not, A, wasting leads, and we’re not wasting opportunity, so it’s huge.
Another thing with that is it doesn’t have to just be dead lead. It can be older leads, it can be followups that people said “Hey, call me back next year.” Why are you going to wait until next year? Circumstances change, so we’re actively, especially on the lead management side, we’re looking at these leads to see, “Hey, have they sold?” We’re pulling tax records, so we know it’s not a waste of time when we hand it back to an acquisition manager. We’re looking to see if the property changed hands or if their situation has changed or we’ll have our prospecting assistant go through those leads and see if they’re ready before that year, so it’s just important that just because somebody is not ready right now does not mean that they’re not going to be ready in a month and you’re wasting opportunity if you’re not going after those people still and you’re not keeping them in your process.

Chris Arnold:
What I hear you saying which is interesting is people think that the auditing might just be on the newer stuff coming in, but what you’re saying is you guys put as equal time into reviving the old stuff.

Cierra Ford:
Absolutely, and here’s the thing. We had one acquisition manager that just really, really wanted, she wanted more. She was getting decent volume of new leads and she had her followups but she wanted more, so she really dug into these dead leads and there was one month where she pulled three deals out of just dead leads. People that situation just changed and the numbers just, they worked out better, and that’s three deals in one month that she was able to revive because of our system that we’ve created.

Chris Arnold:
To someone that’s listening that goes “You know what? I need to be doing lead management on myself, I need to maybe be the lead manager for awhile for the acquisition manager I have or the two, or even more importantly or ideally, I’d like to hire a lead manager,” what do you think the characteristics of a good lead manager are? How do you know you’ve got one that’s doing a good job and keeping everything in check and keeping your sales team in check?

Cierra Ford:
It has to be somebody with a system’s brain. You can’t put a salesperson in this role. They’re not going to be able to… It gets grueling. There’s a lot involved. It’s checks and balances and reports and going one by one, and it can be a little hectic and you just can’t put like a sales personality in that role. It has to be somebody that is very systematic that thinks very systems like with an admin personality. I would say the best person for this position is somebody that is on the administrative side that maybe is looking for an admin role that is very systems heavy, and then you can convert them into that lead management because they’re going to take their time to really focus on each lead and trace it back, and that’s really the process. It’s research.

Chris Arnold:
It sounds detailed and one of the things that stuck out to me was like, and it almost came out like in your voice, it’s like one by one. Really like you’re going through or the lead management process that we have with our companies, literally going from lead like one by one by one every day checking these leads at that detail.

Cierra Ford:
Yes.

Chris Arnold:
On average, for us, how long does it take or how many hours a day is spent managing lead in our company?

Cierra Ford:
Honestly, it’s really going to depend on your flow. For us, our people really follow the process pretty well. They’re pretty detailed, they know what we expect, they know what they need to do, so that time has significantly decreased over time. The more they’re able to follow the process, the less time that lead manager has to spend auditing, so I say now, maybe it’s an hour and a half a day jumping in there just to make sure everything’s clean and put together, but I know in other companies or depending on your sales team, it could be five hours. It just depends on the mess that they’re cleaning up. With us, it’s just a quick system review. We’re looking through, we’ve done this for so long that it’s now a smooth process, so I would say about an hour and a half for us.

Chris Arnold:
The ideal person obviously you said is administrative and not sales based.

Cierra Ford:
Definitely administrative.

Chris Arnold:
You don’t want a salesperson in this position.

Cierra Ford:
No, definitely.

Chris Arnold:
I love it. Let’s talk about this. Let’s talk about what it looks like to waste leads, right? So you’re watching a system and really what a lead manager is trying to do is minimize waste, might be a good way to put it, right? Are we getting everything we can out of everything we got? How do we stop wasting leads?

Cierra Ford:
This kind of leads back to that status. We have in our system statuses for Spanish speaking, out of the area buyers, we have traditional real estate sales. These are all statuses in our system, so when our salespeople or a prospecting assistant is going through their leads, they’re marking them Spanish, out of the area, and so on. So what we’re able to do is we’re able to go in, take a quick poll of all of those out of area leads, and our lead manager created a relationship with other investors in the area that do focus on those areas and we’re able to send those leads to those investors and get a referral fee, so we’re not wasting anything. These leads that we can’t service are not sitting in our system dying. We’re getting something out of them. Same thing with Spanish speaking. We’re able to pull this list, the Spanish speaking, and we’re creating a relationship now with a investor that is bilingual so he can service those people, so no meat is going to waste, and we do the same thing on the retail side.
Stop wasting leads is really about that status and making sure that everything is marked the right way, so it’s a quick poll and a relationship. Create a relationship and sell those leads. Put that money back into your marketing to generate leads that you can close. That’s huge.

Chris Arnold:
I hear this idea of being versatile so it’s like, I’m a wholesaler so if I can’t do a cash offer on this deal or that lead is not cash offer, I just throw it away, but what you’re challenging is it doesn’t matter if they’re out of your area or let’s say they’re Spanish speaking and you don’t have a Spanish speaking person in your organization, you want to make sure that every lead has some place to go even if you can’t service it because you can get revenue by referring these leads out, selling these leads, et cetera. You’re kind of looking at it like I’m going to make money off of every lead regardless of what [crosstalk 00:23:56]

Cierra Ford:
Absolutely. Circumstances change. In the past, we did not do land deals, a lot of land deals. So we were referring those out, but now, we have picked up this list that really caters to land buyers. So that’s now something that we are working with, but we were still making money in the past by referring those out, so it doesn’t matter if it’s not right now. Maybe you’re not doing something right now and you intend to in the future. In the meantime, sell those leads. Get some money back in your pocket to help you build that future business, to help you build that new system to cater to those people, but in the meantime, sell them. Get something back.

Chris Arnold:
I have a question. You were giving an example of “Hey, I do feel like we’re at a point where our salespeople understand the process, they follow the system.” Does that mean at some point you can stop auditing every day that you stop managing leads at that level and that your team and your salespeople will be fine without it, or is this something that always has to occur day in and day out regardless of how let’s say sharp your sales team gets in the sense of following the instructions in the system?

Cierra Ford:
No, this is not something that you can just take off the plate. It doesn’t matter how good they are. Human nature is to make mistakes. Like I said before, there’s times where just one scheduled followup date is missed, but that’s one opportunity that could have made us $30,000 that month, so it doesn’t matter how good they are, it has to be in place and it has to constantly be in place. Another thing is people fall back. People will get into a habit of doing something and something happens and they fall back into their old ways. You have to make sure that there’s no room for error, that you’re not messing up your entire system by putting too much faith in one false person and their ability to follow instructions. They have to be monitored. For your sake, for the marketing dollars, and to make those salespeople money. If they miss that $30,000 deal because of one mistake, that’s money out of their pocket too. So it’s to help everyone, and it has to be ongoing. It cannot stop.

Chris Arnold:
Out of everything we talked about today, what do you feel like is maybe one of the main one to two key points you want to make sure we all hear about lead management? If we could kind of 80-20 it.

Cierra Ford:
I think the first thing is lead management is really, bottom line, it’s to make sure you’re not throwing money away. It doesn’t matter right now what it costs to get this started or put somebody in place or the time that you might have to take because you’re not able to put somebody else there. Ultimately, it’s preventing you from throwing money away, so it’s huge, and I think the second is the power in that auditing system. Making sure that notes are done, followup dates are set, and statuses and sources are marked. You need that. You need that to refer leads out, you need it to track back your KPIs for marketing, it all flows together. You need it to also make sure that your salespeople are performing. How are you supposed to know if your salespeople are at the top of their game if you’re not constantly looking at their performance? That lead audit is absolutely huge.

Chris Arnold:
Agreed. We have definitely learned that lesson through pain over the years, that’s for sure. Cierra, I do want to make a little transition here. You’ve obviously been on top of the business of what we’ve been doing. You see every part of it, you’ve also been a part of the lot of decision making as we’ve literally tried out just about every type of marketing channel that’s out there, and of course you’re involved with REI radio as one of the coaches, you come in really talking about this stuff we’re talking about, right? Like the technology side of radio and you know how to manage these leads, how to get the most out of radio, the system set up and so forth, and so I know our students love hearing your side because you come in from a systems mindset, but I’m just curious for you, after all these years and all the different marketing channels we’ve done, what’s your thoughts and opinion on radio? What do you think about it from a chief operating officer’s position?

Cierra Ford:
Radio is by far my favorite marketing source, and here’s why. Honestly, we’ve done so many things, and let’s be honest, some of them have been a little crazy and some of them have been just normal strategies, but ultimately, we’ve had a lot of negative feedback on some of our previous marketing campaigns. As the COO, I’m listening to complaints. I’m hearing “Oh, this isn’t working. I’m getting horrible phone calls.” All of that is funneling through me, and I have seen a significant decrease in that since we stopped some of those other sources and just focused on radio. They’re high quality leads. These people are calling you. I think that was the biggest thing that changed our salespeople is they were not used to people calling them. They were used to having to pick up the phone and call. Either they’re cold calling or they’re calling people back or they’re getting incoming calls of people that are angry about like a postcard.
They’re not positive conversations in other words, so it’s a huge mind shift. When you’re having people call you that actually have the intention of selling their home, it just changes the entire environment. People aren’t as frustrated. People aren’t banging their head against the wall or saying “What does that postcard say?” or “What does that Google ad say?” It’s right there. It’s also really easy to audit radio. You can turn on the radio and your actual radio stations can give you estimated slot times where you’re going to play, so you can peek in. You can make sure that those stations are running your ad and how many times a day you’re getting reports, so it’s easy to audit from that standpoint, and they’re just better leads. They’re just higher quality. They’re ready to go.
I think it’s been a huge I guess bonus for us to be involved in this because we’re starting to share this knowledge and we’re hearing from other people how they’re having that same effect, and that’s awesome because nobody wants to be taking negative calls all day. It’s a beat down, so we have something special, and that’s really cool.

Chris Arnold:
I agree, and so what I hear you saying to sum that up, it’s interesting, I didn’t know what you’d say is from your perspective, you’re the one that has to manage the complaints below. So when a salesperson gets yelled at or an assistant prospector comes to you in tears, you’re the one that has to deal with that, and so radio has minimized that because people aren’t getting yelled at, forces that down, which is great. Everyone just wants their phone to ring. It’s easy to audit, and then lastly, of course, it’s one of the highest quality leads that we’ve been able to generate.
So if you’re listening and you’re interested, you’ve been hearing us talk about REI Radio, talk about getting in to see if your market’s available because we are limiting the amount of investors we put per market because we want to preserve this thing just like we preserve it in Dallas-Fort Worth for us, and you just want to ask some questions, do your due diligence, so what we encourage you to do is simply book a call by going to wholesalinginc.com/reiradio. Again, that’s wholesalinginc.com/reiradio and book a call and ask all the questions that you had. Cierra, I remember when you and I launched this, we had a ton of questions ourselves on is this right, is it going to work, and so we definitely encourage you to do your due diligence.
Well Cierra, thank you for coming on, sharing your knowledge about the systems you’ve built around lead management, and I hope those that are listening, the biggest takeaway they get is that lead management is vital to the success of your entire organization. Cierra, thanks so much for your time. I enjoyed hanging out.

Cierra Ford:
Thank you.

Chris Arnold:
Awesome. We’ll talk to you guys later. Thanks so much.

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