The FUB/Zillow Playbook provides a structured framework that equips Zillow Preferred teams a strong foundation using pre-built workflows, curated smart list collections, and Zillow-integrated insights that helps teams stay organized and take the right actions at the right time.
Establishing systems and training your team is fundamental to creating high-performing teams. When you set up effective systems, you create a structured environment where tasks and processes are streamlined, reducing inefficiencies and ensuring everyone knows their responsibilities. The FUB / Zillow Playbook provides a strong foundation for a cohesive, motivated, and high-performing team that can achieve organizational goals and drive success.
The best part – we will implement this framework for you. Your Follow Up Boss CSM will set up the Playbook for your team and ensure you have the right configurations and best practices in place to set your team up for success.
⚠️ Important: The FUB / Zillow Preferred Playbook is designed for Zillow Preferred teams with 3+ users.
Connect with your CSM to Implement the Playbook with your Team
First, meet with your FUB Customer Success Manager (CSM) for your assessment and implementation of:
- FUB account configuration and optimized settings for Smart Lists, Automations & Action Plans.
- New workflows and settings within FUB
- FUB CSM Check-in
In the lower right-hand corner of any page in FUB, you’ll see a blue question mark. You can click this question mark and you’ll see the option to Book a strategy call with your dedicated CSM.
When filling out the form, please input “Zillow/FUB best practice smart lists and automation setup” so that the CSM can prepare accordingly for the automated setups.
Enable Call Recording, Transcripts, and Summaries
Use the FUB Dialer and enable the Call Recording, Transcripts, and Summaries Power-Up. Whether you are away from your desk and need the ability to revisit a call at a later time, or are reviewing call recordings for coaching purposes, Call Recordings, Transcript, and Summaries can benefit you.
Reporting
FUB provides detailed reporting on agent activity and identifies opportunities for growth and coaching. In particular, the Agent Activity Report is a great place to see what your agents are doing and access who they are reaching out to. To see different metrics for each member of your team, select different options from the ‘Show Me’ header. Then to see which contacts an agent has actioned on, you can click on the hyperlinked numbers within the report.
Check out the Reporting Overview to learn more about FUB reporting.
Strong Agent Accountability
In addition to reporting, top FUB users have mechanisms in place to drive agent activity and consistency. Below are two ways we’ve seen top FUB users implement this:
- Have ISA’s or virtual assistants scrub leads to find non-compliance and nudge agents with reminders
- Consider incorporating "Reminder Days" into your weekly meetings to promote compliance in a supportive manner.
- Utilize Automations to guide customers through the sales funnel or alert agents when their customers need attention. To begin, activate the suggested New Leads: Agent Accountability & Lead Management Automations, ensuring that agents reach out to and update new leads.
Top users typically reward great performers with better leads and more opportunities. Consider having weekly leaderboard winners, both on input and output metrics. Pick a key input/output metric (e.g. highest call time or most offers written) in a given week and award prizes to the top-performing agents. Top users leverage these rewards to communicate to agents that strong pipeline management has real-life impact for their clients and their business. For more information, schedule time with your FUB CSM.
Agent Training
Agent workshops are led by your CSM and are typically 60-minute sessions focused on the following:
- Communicating the purpose of the new changes: Establish a simplified daily workflow to optimize your agents’ time so they can reach their goals while providing outstanding customer service. It’s time to make the CRM work for them.
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Smart Lists: Walk your agents through each smart list to understand why leads are in each list and work with them to zero out each list.
- Agents should walk away feeling confident that clearing their smart lists means they’ve completed all necessary outreach for that day
- Automations: Show your agents the automations that are enabled and how they are activated.
- Tasks: Show your agents where to find their open tasks and how to close them out
- Inbox: Show your agents how to access the inbox and respond to client messages. Remind them that all correspondence through FUB is also logged on the contact’s communication timeline
Agent Daily Workflow
Use the routine that top-performing FUB agents adhere to daily to drive timely follow-up with their top leads, clients, and past clients. This enables them to progress through their day with confidence, free from the guilt of neglecting important follow-ups.
1. Work your smart lists to zero
Smart Lists are designed to help you connect with the right people at the right time. Most Zillow Playbook Smart Lists are filtered by the last communication date, so when a client appears on a list, it indicates they're due for an update. By zeroing out Smart Lists daily and reaching out to customers as they appear on a list, you are able to engage with all your leads on priority.
- Engaging your leads via call/text/email through Follow Up Boss or updating the stage will clear leads from your smart lists
- Clear out hand-raiser and numbers smart lists left to right
⭐️ Boss Tip: The most successful agents block 30-60 minutes each day to work their Smart Lists.
2. Respond to all messages in your inbox
The Inbox is an intuitive way to track conversations with your Follow Up Boss contacts. Access your calls, emails, and text messages from one place across the web and mobile devices.
- Your daily goal should be Inbox Zero, meaning all communications are actioned on each day (Delegate, Defer, Do Now, Delete)
- Make it a Priority to clear your Inbox every day, the same as you would for a to-do list
3. Complete any open tasks
Use Tasks to remind yourself to take specific actions with a contact. Tasks help you focus on what matters to you at the point you are ready to action them.
Transferring Leads to Zillow Home Loans
You can assign your Zillow connections directly to a Zillow Home Loans (ZHL) loan officer right from FUB. Both you and the ZHL loan officer share real-time notes and status updates, so everyone’s always on the same page. No more phone tag or miscommunication. Plus, you get better visibility into your client’s financing progress, making it easier to guide them through the home-buying journey. To learn more, check out How to assign clients to Zillow Home Loans Native ZHL Transfers.
Playbook Smart Lists and Collections
Smart Lists show you WHO to follow up with and WHEN to follow up with them and WHY. The FUB/Zillow Playbook Smart Lists have been designed to incorporate Zillow statuses and insights, seamlessly integrating Zillow tools and buyer data directly into daily workflows.
Smart List Collections help you and your team organize, prioritize, and streamline workflows by grouping related Smart Lists together. This helps Alan know which lists they need to go through and in what order. These assigned groups are pinned to the top of the navigation menu, helping teams stay organized and follow consistent processes.
As part of the Playbook, Smart Lists within the Playbook have been structured into groups based on their relation and the desired outcome with clients in each of Smart Lists. Identifying how Smart Lists relate to each other, and their desired outcome, has been guided by Zillow Contact Statuses and Zillow Tags present in each individual Smart List.
Understanding contact tags and their automations
Contact tags can be added to contacts to make categorizing and filtering contacts easier. Tags are used to primarily enable certain automations and to surface high-priority leads, as well as trigger action plans. When configuring the Playbook, the CSM will set up accompanying automation and action plans for each type of tag.
Zillow Client Insights Tags and how they work
Zillow Client Tags will enable automations and surface high-priority leads on the ‘Important’ Smart List as well as trigger action plans that add contextual notes to customer profiles.
For example, the “High Intent Buyer” tag is critical in enabling agents to quickly identify opportunities and take timely action. When this tag is attached to the lead, the lead will show up in the ‘Important’ Smart List, and an automated note will be added to the lead profile with additional information that informs the agent how they should proceed with that lead.
Once the agent has successfully acted on the tag, they should remove the ‘Zillow Smart List’ tag so it will fall off the ‘Important Smart List.’ If they do not remove the tag, it will be removed from the contact on the 14th day after it was added via automation and will subsequently fall off of the ‘Important’ Smart List. Resource: Client Insights Tag Descriptions
Understanding agent accountability and lead mgmt automations for new leads
The Playbook’s configuration will also include a set of tags that will trigger audits of new leads in certain stages and enable automations and action plans that are geared toward driving agent accountability and lead management hygiene of those new leads.
For example, when a new lead has been in the system for 3 days and only one call has been made to them and the lead has not progressed to the next stage of the funnel, a specific tag will also be added to trigger an automation on day 3 that flags a reminder to the agent to follow up with the lead again.
Where Zillow Clients Show Up in Smart Lists
Zillow Client Insights Tags and Automations