Connect Partner Success Guide

Connect Tech Guide to Success

Let’s Get Started

Setting up your phone as a Connect Partner is a crucial step in successfully connecting with Homeseekers. This initial process includes several important steps that we recommend for a seamless enquiry claim process.

Here are some key items to check before your Connect start date.

For iPhone

Create a Safari Webpage Shortcut

This is important for Connect as it will ensure your login page is easily accessible during the claim process. To start, open Safari to the REW.one webpage.

Tap the square icon with the upward arrow in the middle of the menu bar. Scroll down and select “Add to Home Screen”.
You will be able to rename the icon to whatever you want.
Tap “Add” in the top right-hand corner of your screen.
You’re automatically taken to the app icon for REW.one on one of your home screen pages.
From here, edit the home screen so you can move the webpage shortcut to your first homepage on your iPhone for quick access.
You can now access your One login page quickly and efficiently for a smoother claim process.
Login to ensure your password and username works.
Ensure you have checked the “keep me logged in” button.

Checking Browser Settings

It’s important to check your browser settings because, in Connect, you need to log into your One account to view contact & property information from the connection you’ve just claimed.

To do this:

Open up your One login page on Safari.
Tap on the double square icon at the bottom right-hand side of the menu bar.
Tap on the "tab" link to see two options: "private browsing" and "tabs". If the "Private" option is selected, your browser is in private browsing mode. In this mode, Safari will not remember the pages you've visited, your search history, or any Autofill information for your REW.one login.
Ensure that the “Private” tab group is not selected.
If you're having trouble remembering your login details, please contact your account manager or tap on the "Forgot Password" link located directly below the blue login button.

Setting Custom Notifications & Bypass Settings

Some partners like to identify when an REW enquiry comes in so they choose to set a distinct notification tone. Here’s how to do this:

Start by saving the REW number 1-833-834-6418 after you’ve received your first enquiry.
Tap the arrow button beside the contact number. Tap “info” on the contact page.
Tap “edit” in the top right-hand corner. Rename the contact and update the contact photo if you like.
Scroll down until you see “text tone”, and choose the tone you like.
Scroll up to the top of the text tone menu & set the “Emergency Bypass” setting to allow sounds/vibrations from this number even when your phone is set to silent or focus.
To save the settings for this number, tap “Done” twice in the top right-hand corner of the screen.

For Android

Create a Chrome Webpage Shortcut

This is important for Connect as it will ensure your login page is easily accessible during the claim process. To start, open Safari and go to the REW.one webpage.

Open up Chrome and go to the REW.one login page.
Tap the three-dot menu.
Tap the “Add to home screen” link.
Change the name of the link to your liking.
Finish by tapping the “add to home screen” button, and it will show up on your home screen.

Setting Custom Notifications

Some partners like to identify when an REW Enquiry comes in so they choose to set a distinct notification tone. Here’s how to do this on Android:

Open up the message after you’ve received an REW enquiry.
Tap the three-dot menu, tap “details”.
Tap “notifications”. And tap “sound”.
Select the notification sound of your choice so you don’t miss your REW Introduction.

Setting up your Connect Phone Number in your One Dashboard

Your enquiries will be sent to whatever mobile number you choose. If you are a solo agent, your primary profile number is the one to which the enquiries will be sent.

If you are on a team or partnership or choosing to go away and need coverage, you are able to set up your Connect enquiries to be sent to someone else.

Important: If you choose to set up an alternative number for your enquiries, please ensure this person has access to your One account so they can log in.

To do this, log into your One account to access your dashboard.

Tap on the “settings” icon on the side menu bar (gear).
From the top menu, choose “Account”.
You’re taken to a new window where you’ll see a blue square that reads “Connect Settings”.
Update the mobile number and tap the “Update Phone Number” button.
Log out and ensure your partner, teammate, or coverage can access your One dashboard with your login credentials.
If you have trouble with your login, please reach out to your account manager or tap the “Forgot Password” link, or check your browser settings.
Pro Tip: save your login credentials using Safari autofill or Google password manager.

Password Management (iPhone)

This feature automatically saves and updates your passwords on your iPhone and iPad. It can also generate strong passwords automatically when you sign up for new online accounts.

It’s also end-to-end encrypted with iCloud Keychain.

On your iPhone or iPad, open the Settings app
Swipe down and choose Passwords
Tap AutoFill Passwords at the top
If not already turned on, tap the toggle next to AutoFill Passwords

If you have a third-party password manager installed, you may see the option to allow filling from multiple sources (e.g., 1Password, LastPass, etc.) along with Apple’s iCloud Keychain.

Now, when you log in to accounts, websites, etc., your iPhone will ask if you’d like to AutoFill, save/update, or auto-create a new password.

Also, for creating new accounts, consider using Sign in with Apple or Sign in with Google/Facebook/Twitter etc. This method eliminates the need for another unique login and offers a more secure way to manage your credentials.

Password Management (Android)

You can manage passwords associated with your Google Account at passwords.google.com. This feature enables you to sign in to websites and applications on any device without having to remember or reuse passwords.

The Fifteen Minute Rule

The ability to respond quickly to online leads can make all the difference between success and missed opportunities.

To help get you started in Connect on the right foot, let’s start by discussing the pitfalls of slow responses and the importance of quick responses to the Homeseeker.

Problem: The pitfalls of delayed responses.

The first challenge that agents face in online inquiry management is the risk of delayed responses. In today's digital age, where many Homeseekers expect instant gratification, a delayed response can be detrimental to your chances of securing the connection.

Homeseekers who submit online inquiries are often actively searching for properties or seeking information to make informed decisions. A delayed or lackluster response conveys a lack of professionalism and commitment, leading to a negative perception of our agent partners and REW.

Solution: Embrace the power of promptness.

The solution to this problem lies in prioritizing swift responses. By responding quickly and efficiently, you will likely see the following benefits:

Maximize conversion rates: Studies have shown that the likelihood of converting an online connection into a qualified prospect decreases significantly as response times lengthen.
Establish trust and credibility: Prompt responses demonstrate professionalism and attentiveness, setting a positive tone for future interactions and negotiations.
Gain a competitive edge: In a competitive market where Homeseekers may not be patient enough to wait for a lengthy response, quickly getting in touch is a key differentiator. By adhering to swift response times, you can position yourself as a proactive and reliable professional in the eyes of the Homeseeker.
Enhance client satisfaction: Fast responses not only help capture the attention of Homeseekers but also contribute to overall satisfaction and retention.

Conclusion: Prioritizing swift responses for success

The importance of our partners responding quickly to Homeseeker enquiries cannot be overstated. Swift responses are not just a matter of convenience but a strategic imperative for any partners seeking to thrive in Connect.

Connect Introduction Messaging

The initial greeting sets the tone for the entire client-agent relationship. When it comes to engaging with online enquiries, a well-crafted greeting can make all the difference in capturing attention and establishing a positive rapport from the start.

The three things REW recommends including in your introduction message are:

Acknowledgment in your greeting by addressing the Homeseeker by their name and reference any specific information or inquiries they may have provided in their initial contact. This demonstrates attentiveness and shows the lead that you value their individual needs and preferences.
Relevance to your greeting by mentioning the property tour details.
Provide context for why you’re reaching out. For instance, you could say, "When you request a tour on REW, the request is sent to a buyer's agent, and that's how we connect."

Here's an example introduction; however, feel free to make adjustments to align with your voice:

““Hello [Homeseeker name],

This is [your name] from [your team name & brokerage]. Thank you for reaching out via REW regarding your request to view [property address] at [time of showing].

On REW, when you request a tour, the request is sent to an independent buyer’s agent, and you may or may not have seen anything from REW confirming that.

I noticed you stated you were working with an agent. If that is the case, it’s in your best interest to book a tour of this property with them! The reason for this is that we are not allowed to overstep into another agent’s relationship with clients. Your agent would love to hear from you!

If you are not currently working with a buyer’s agent and need assistance, I would be more than happy to connect and discuss the details of your enquiry.

Thank you!

[your name]”

Ask Curious Questions

It is important to ask curious, open-ended questions when engaging with Homeseekers. For instance, if you ask, "Who else will be part of this purchase?" they might say, "My husband, wife, or business partner."

This gives you a lot of information to work with. You can then ask something like, “What do you understand about what it means to work with a buyer’s agent?”

With that response, you know you have this opportunity to present the value you bring to the table to this buyer. Are they looking for condos? Do you know the amenities in all the buildings in the area? Can you confidently and factually tell them why building A is better than building B?

Ask questions like, “What did you like about working with your previous agent?” Also, ask what they didn’t like about working with their previous agent to uncover those landmines you don’t want to step on while you’re working with them.

With questions like these, you’re looking to reveal whether they are open to working with you exclusively and whether they have the potential to purchase in the future.

Rejection Free Follow Ups

Following up with leads can feel challenging. Nobody wants to feel like a pest or a bothersome salesperson, so often, you need a good reason to follow up with someone.

There are great ways to communicate with a prospective Homeseeker to ensure you’re delivering value without becoming a nuisance in the process.

Here are four of our favourite rejection-free follow-ups and when to use them:

1) “This may not quite be the right time for this, but I saw this ______________________________so i wanted to make sure you saw it right away…”

If you send a new property, it shows you’re staying on top of the market. By showing a property that is similar to what the Homeseeker enquired about, it demonstrates that you were listening. Sending it directly to them is going to make them feel seen and special.

Perhaps you found out this Homeseeker was expecting and you saw that a new daycare center was opening in their preferred neighbourhood. You knew they would need childcare based on past conversations. By bringing relevant information to them, it shows you heard what is important to them in the future.

When Homeseekers feel valued and acknowledged, they are more likely to develop a sense of trust and confidence in your expertise and commitment to their needs. This often leads to enhanced client satisfaction and increased referrals.

People speak about what they know. And what they know is their personal circumstance. Any chance you get to act on that information becomes a differentiator for your services and the opportunity to create memorable experiences for them.

Competition is fierce, and attention spans are short. Making prospective Homeseekers feel special, seen and heard is not just a nicety — it's a strategic imperative that can set real estate professionals apart and drive sustainable growth and success in the industry.

2) “Would it be helpful if I sent you ____________________?”

Using this one is great when you have a potential buyer or seller who told you they weren’t quite ready to buy or list yet. Buyers may say something like, ‘My rent is so cheap, I can’t justify giving that up yet’ or ‘I need to paint before I list’. Whatever their reasoning is, this opens up an opportunity for you to provide a solution for them.

Chances are they’re feeling overwhelmed and don’t know where to start. By saying, “Would it be helpful if I sent you a list of painters my clients have had good experiences with?”, you’re providing tangible value and another reason to check in on them in the future.

By providing access to a curated list of trusted service providers such as lenders, home inspectors, contractors, and movers, real estate agents demonstrate their commitment to delivering comprehensive support and guidance every step of the way. These service providers are often vetted and recommended based on their expertise, reliability, and reputation, giving prospects peace of mind knowing they're working with professionals who have been thoroughly evaluated.

Offering such lists not only simplifies decision-making for prospects but also helps them navigate the complexities of a real estate transaction with confidence and ease. Furthermore, by facilitating connections with reputable service providers, real estate agents strengthen their relationships with clients, build trust, and position themselves as valuable resources in the eyes of prospects and clients alike.

3) “I wanted to make sure we didn’t drop the ball on any communication with you. We really try to serve our clients well…”

This follow up phrase ensures that answered messages or inquiries are important to you. You’re reassuring prospective Homeseekers that they will receive prompt and attentive service throughout the transaction process. This helps alleviate any concerns the client may have about being left in the dark or feeling neglected during their real estate adventure.

Expressing a commitment to serving clients well demonstrates your dedication to providing a high level of service and satisfaction. Prospective Homeseekers are more likely to feel valued and appreciated when they know that their agent prioritizes their needs and strives to exceed their expectations.

Open and transparent communication builds trust and confidence between you and the Homeseeker. By proactively addressing any potential lapses in communication and emphasizing your commitment to client service, you demonstrate professionalism, reliability, and accountability, which are essential qualities in a trusted real estate advisor.

Setting clear expectations from the outset helps manage the prospective Homeseeker’s expectations and ensures a smoother and more transparent real estate experience.

4) "I'm here whenever you're ready"

This last phrase emphasizes flexibility and availability, reassuring Homeseekers that you're ready to assist them whenever they're ready to take the next step. It conveys a supportive attitude while leaving the decision-making process in the hands of the Homeseeker.

By delivering all kinds of other value, your prospective Homeseeker already knows you’re there to support them when they’re ready to take the next step.

Whether it's an informative article, a relevant blog post or a helpful tool, these phrases position you as a helpful resource for Homeseekers in Connect.

Three Ways to Add Value to Homeseekers Right Now

In Connect, it’s simple to add value to both new and long-term Homeseeker clients. This can be broken down into three buckets:

Emotional value
Tangible value
Insight value

It’s important to know the difference and how each is best received by Homeseekers.

Delivering emotional value:

Real estate can be emotional so listen to Homeseekers and understand what’s important to them.

Sometimes they’re not ready to start a property search because of a family emergency or they’re waiting on a job offer. Whatever that reason is, you should never make it about their real estate decisions when it comes to emotional value.

Think back to the time you found out a client or a prospect was going through a tough time. How did you handle that? I guarantee you didn’t make it about their real estate decisions.

Emotional value is added when you care about your clients and show that it’s important to you to build meaningful relationships.

Delivering tangible value:

Tangible value items are things you can provide to Homeseekers that they can read, touch, and take action on. If you know that a Homeseeker isn’t ready to list their home because they need to replace the roof, a great tangible value add for them would be to provide them with a list of trusted companies or individuals who can provide that service.

Maybe this Homeseeker needs to have some trees removed prior to listing, so you can provide them a list of reputable arborists whom they can contact.

Some of our top partners provide Homeseekers with data tables if they work in markets where timeshares are sold helping them make objective decisions to maximize their purchase.

Tangible means you’re giving Homeseekers a take-away and your prospects can take action on it. This also gives you an opportunity to follow up with your Homeseeker in a meaningful way.

Delivering insight value:

One of the best ways to connect with Homeseekers with insight value is by using those ‘rejection-free follow ups’. Insight value allows you to leverage your knowledge of the market and Homeseeker preferences to curate personalized property recommendations tailored to individual needs, budgets, and lifestyles.

Whether it's finding the perfect family home or identifying off-market investment opportunities, you’re going to be able to guide Homeseekers through the property search process with precision and care.

“I know this may not be the right time for this, but I wanted to share this piece of information with you.” As long as it’s relevant to the Homeseeker, it’s going to provide insight value.

Another example of how to provide insight value looks like this:

“Maybe this is premature but I wanted to share this recent sales data with you to show what homes in your neighbourhood could go for right now. I know you had mentioned you were waiting for more sales to close but I wanted you to see this from me first.”

Sending information for the sake of sending information won’t get you far with Homeseekers. Delivering value every step of the way will make you unforgettable.