Discovery Meetings & Viewing Follow-Ups
Highest intention
Make the next prospect you talk to your highest intention. First-principles communication guidelines:
- Be a deliberate listener — ask questions and be silent.
- Be real, authentic, kind, polite, and unforgettable.
- Be interested, engaged, and focused on what they say.
- Be curious and slow down — "curious people make more money!"
- Be pedantic and take notes so you do not forget their needs.
- Be confident and be silent.
Discovery call / coffee meet
- Set up a Discovery Call or Discovery Coffee Meet — you are creating a bond.
- Use people's names verbally and in all written messages.
- Have insights on the area: prices, facilities, weather, demand.
- Be aware of any challenges; be open and honest.
- Find out what worked, kinda worked, didn't work for them.
- Begin with the end in mind — a sale or a lifetime client? (Let them know.)
- Give the prospect what they probably want: SUPER speed, service, customisation, outsourcing, quality.
Prospect journey (the conversion cycle)
- Prospect makes contact via one of the communication channels.
- Agent responds ASAP with the Highest Intention — within 59 seconds ideally.
- Agent (or other) responds with Highest Intention.
- Agent qualifies the prospect with a quick Discovery Interview on the call, or sets up a meeting for it (lifetime client).
- After the Discovery Interview, armed with the relevant information, agent sets up viewings ASAP.
- Agent confirms the viewing and advises the prospect on important information.
- Agent knows the product backwards and is ready for all questions.
- Once the viewing is done, follow up (see Follow-Up Cadence).
Viewing confirmation protocol (builds trust)
What is important and professional:
- CONFIRM VIEWING — date & time
- TRAFFIC & PARKING
- LOAD-SHEDDING schedule
- SEND ADDRESS via map link
- DAY BEFORE OR HOURS BEFORE
No-response escalation ladder
Video or voice message them:
"Hi [name], I am looking forward to showing you the apartment that we are scheduled to see tomorrow.
Please confirm your slot tomorrow at 2 p.m."
If they do not message back, message again or call:
"Hi [name], I noticed you didn't confirm our appointment today. Let me know within the next 2 hours if this is still on your priority list. If not, I'll cancel our slot and we can reschedule."
If they do not confirm back in the next 2 hours, cancel and send a message to that effect:
"I am cancelling today's viewing as I have not heard from you, and I'll call to reschedule."
If they respond, proceed with the viewing.
Automation hooks (calendar booking follow-up)
- Booking reminder the day before / hours before the viewing with the full confirmation checklist (date/time, traffic, load-shedding, map link).
- Auto-follow-up if no confirmation within N hours — execute the escalation ladder above.
- Post-viewing follow-up prompt (ties into the 18-touch cadence).
- A ready-made email template for confirmations: see Email Templates.