How the Lead Arrives
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Real-Time Tour — Zillow scheduled a meeting on your behalf. The customer is expecting your call. You are not cold-calling. You are following through.
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Live Phone Connect — Customer is already on the line when Zillow hands off to you. First contact is happening right now.
Either way: the lead is warm. Treat it that way from the first word.
First 60 Seconds — The Intake Script (ALM)
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Appointment — ask within 30 seconds. No warm-up. No backstory. The script does this automatically if you follow it. Zillow's AI listens to every call and requires you to hit this mark on 80%+ of calls.
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Location — "looking at properties in [area]" anchors them as your buyer broadly, not just for the one house. They may narrow it in conversation — that's fine.
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Motivation — when are they moving and why? This comes out naturally after the appointment ask. Don't force it. It often goes deeper in person anyway.
"Hi [Name], this is [Your Name], your Zillow Premier Agent. Zillow just connected us. I see you're looking at a property or properties in [area]. Would you like to see it today?"
Stick to the script and ALM takes care of itself. The AI scores you — 80% is the floor.
After the Call — Before You Move On
Log the call in FUB immediately — not after your next thing. Right now.
Set the appointment in FUB with date, time, and property address.
Send a confirmation text with your contact info and appointment details.
Set a next task on the file before you close it.
If no appointment was set, move to follow-up standard (see below).
FUB Requirements — Every Lead, Every Time
All calls made through the FUB dialer — not your personal cell. Calls outside FUB don't exist to Zillow.
Auto-logged by FUB (no manual entry needed): calls via FUB dialer, texts via FUB, emails via connected Gmail/Outlook, and Zillow Messages. Requires Zillow Two-Way Integration enabled + your Zillow profile linked to FUB.
Must log manually: showings, in-person meetings, notes from any conversation.
Keep statuses current. New leads move to active status within 24 hours.
Never use Trash for Zillow leads. Trash = "Rejected" in Zillow's system. Use Nurture instead.
Set a next task before closing any file. No open files without a next step.
Pro tip: Use the microphone when entering notes — it's faster and more thorough than typing. Don't worry about saying too much. AI will summarize it. The goal is to get everything in.
FUB usage floor: 75%. Below that, you're at risk of program removal. Target is 90%+.
Performance Standards
| Metric | Floor | Target |
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| ALM Score (appt ask in 30 sec) | 70% | 85%+ |
| ALM % (Zillow tracks separately) | 80% | 85%+ |
| FUB Fulfillment | 75% | 90%+ |
| CSAT Score | 88 | 90+ |
| Conversion Rate | 5% | 8.5%+ |
| Closing Rate | Upward trend | 8.5%+ |
| Meeting Attendance | 100% review* | 75% in-person/Zoom |
| ZHL Transfer Rate | Status |
|---|
| 12%+ | ⭐ Exceeding |
| 10–11.9% | ✅ On track |
| 7–9.9% | ⚠️ Below goal |
| Under 7% | ❌ Accountability conversation |
ZHL transfer rate is tracked at the weekly meeting — not a step in the intake call.
*Meeting attendance: attend in-person or on Zoom. If you miss, watch the recording and email your confirmation. Every agent is expected to be current on every meeting — no exceptions.
Morning After — BoldTrail Setup (Every New Lead + 3 Old Leads Until Caught Up)
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Set the search alert — match it to their actual criteria: price range, property type, area. Not a zip code blast. If they're looking for a 3/2 under $350k in Inverness, that's what they get.
2
Move their status — out of New and into Active Lead (most Zillow leads) or Prospect. Never leave anyone sitting in New.
3
Pause the Active Campaign — they're in FUB active follow-up. You don't want both systems marketing at them simultaneously.
The Set-and-Forget Strategy
Once setup is done, BoldTrail runs on autopilot. You won't see this lead again for 30 days — unless they start shopping on your website or sign up for a market report. Those are wake-up signals. Act on them same day.
At the 30-Day Review
Cross-reference with FUB. If no realistic chance of purchase in 90 days:
- Add a note in FUB: "Marketing on BoldTrail"
- Unpause the Prospect/Active campaign in BoldTrail
- Change search alert to bi-weekly
- That's it — the campaign includes a monthly/quarterly call task automatically. Everything runs from here.
From this point, the campaign runs itself and a call task surfaces on your daily report on schedule. Nobody dies — they just go into a coma.
Follow-Up Standard — Spoke To, No Appointment
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A lead stays in active follow-up for the full 30 days — or until they tell you to stop. Not 7 days. Not after 5 calls. Thirty days.
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5 genuine outbound calls is the minimum you need documented before a lead can move to Nurture at 30 days. Voicemails count — but only if you use the Terminator method (see below).
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Keep calling beyond five. The worst outcome is they finally pick up and say stop — and at least you know. Everything short of that is a maybe.
The Terminator Voicemail: "Sorry I missed you. I have those answers you needed — give me a call when you have a minute. Otherwise I'll try you again at 6:00 tonight." Then call at exactly 6:00. Every time. They will eventually answer because they know you won't stop.
A real answer is: "I bought," "I'm not moving," "Stop calling me." Everything else is a maybe. Work your maybes.
Nobody ever dies in Follow Up Boss. The worst case is they go into a coma and move to BoldTrail — but they stay in the system indefinitely. A valid contact is never truly gone.
BoldTrail Wake-Up Signals
Once a lead is in BoldTrail, BoldTrail watches them for you. These signals mean they're active again — call the same day:
1
Multiple property views in a short period
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Repeated returns to the same listings
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Email opens on listing alerts — especially several in one week
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Return visits to properties they viewed months ago
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Signs up for a market report
When they wake up, bring them back to Active in FUB and restart the intake process. They're warm again — treat them that way. Nobody ever dies in FUB. They go into a coma. They can always wake up.
Also in the full manual: Buyer Representation agreements (Zillow Touring → BHHS Touring → EBBA hierarchy) · Transaction logging re