This section of the FUB Playbook is centered around agent workshops and accountability tools, and should serve as a resource as you implement processes discussed with your FUB Customer Success Manager.

As you take the next steps in optimizing your FUB account for you and your team, make sure that you have already met with your FUB CSM for your personal assessment and implementation of:

1. FUB account configuration and optimized settings for Smart lists, Automations & Action Plans.
2. New workflows and settings within FUB   
3. FUB CSM Check-in

If you haven’t met with your FUB CSM, schedule an appointment with them by:

1. Navigating to your FUB account on your computer (not on mobile)
2. In the bottom right-hand corner, when you are logged into FUB, you will see a blue question mark icon. Clicking that icon will display your CSM and allow you to “book a call” with them
3. Click on the question mark, select “Book a strategy call with me”, select the date and time, and complete the form
4. When filling out the form, please input “Zillow/FUB best practice smart list and automation set up” so that the CSM can prepare accordingly for the automated setups

Here is a visual on where to input the reason

Agent Workshops

Small group team lead-led sessions with agents to go through daily workflow (more hands-on training)

After configuring your FUB account, your FUB CSM should have led an agent training to walk through the new settings and workflows. New habits take time and practice makes perfect! Top FUB users often lead agent workshops with agents on their team who need more support to understand the new agent daily workflow 

(FUB Tip: you can also refer your agents to the 1-pager, smart list definitions, or the training video). 

These agent workshops are typically 60 minute sessions focused on:

1. Communicating the purpose of the new changes (5 min): 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.
2. Smart list zero (45 min): 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
3. Tasks (5 min): show your agents where to find their open tasks and how to close them out
4. Inbox (5 min): show your agents how to access the inbox and respond to messages from their clients. Remind them that all correspondence through FUB is also logged on the contact’s communication timeline

FUB Tip: We’ve created training videos that you can share with your team to serve as reminders and walkthroughs for each piece of the daily workflow. You can find them in the Agent Daily Workflow.

Agent Accountability Tools

Agent CRM adoption and consistency are vital in delivering a great experience for your clients and driving growth to your bottom line. From working with top FUB users, we identified the following best practices to hold agents accountable:

Detailed reporting to flag inefficiencies, manage compliance, and identify opportunities for growth/coaching

Follow Up Boss provides extensive reporting that includes agent activity, agent efficiency, and agent leaderboards. Your Zillow Flex Growth Advisor or Zillow PA Business Consultant can be a great resource for insight on lead funnel metrics if you have the Follow Up Boss<>Zillow 2-way sync turned on! Reporting is a vital tool to understand specific coaching areas for each agent on your team. 

Strong agent accountability mechanisms

In addition to reporting, top FUB users have mechanisms in place to drive agent activity and consistency. For many of those top FUB users, non-compliance with company-owned leads means lead reassignment and pausing new company-owned leads until the compliance issues are resolved. Below are two ways we’ve seen top FUB users implement this:

1. Have ISA’s or virtual assistants scrub leads to find non-compliance and nudge agents with reminders
2. Hold warning days during your weekly meeting. Lead reassignment can be a public ceremony (driven by non-compliance)

Top users also 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 for 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 info, schedule time with your FUB CSM