Standard Operating Procedures
Click steps to check them off as you work through each process.
1. Receive referral from realtor (phone, text, or email)
2. Send immediate thank-you text/email to realtor within 1 hour
Use the "Referral Thank-You" Gmail template
3. Contact referred client within 24 hours
Introduce yourself, explain the process, and book a discovery call
4. Add client to Leads tracker with source = realtor name
5. Complete discovery call — assess needs (purchase, refinance, rural/cottage?)
6. Collect documents: ID, income proof, bank statements, property info
7. Run credit pull with client consent
8. Convert to Deal once pre-approval is started
9. Send pre-approval confirmation to client and copy realtor
Use "Pre-Approval Confirmation" template
10. Update realtor on deal progress at each stage change
11. After closing, send a personal thank-you note to realtor and request Google review
1. Lead comes in (website form, social DM, phone, referral)
2. Respond within 2 business hours
Quick text or email to acknowledge — use "New Realtor Intro" template if realtor-referred
3. Add to Leads tracker: name, email, source, status = "New lead"
4. Book a 20-min discovery call within 48 hours
5. Discovery call: goals, timeline, property type, income, credit awareness
6. If ready to proceed → request documents (ID, T4s, pay stubs, bank statements)
7. Update lead status to "Waiting for docs"
8. If no docs after 5 days → send follow-up
Use "Ghosted Follow-Up" template if no reply
9. If not ready yet → update status to "Not ready yet", set a follow-up reminder in 30–90 days
10. Once docs received → run credit, assess file, convert to Deal at Pre-Approval stage
11. Send Pre-Approval Confirmation email to client
1. Check Renewals Tracker weekly — flag all clients within 90 days
2. First outreach at 90 days: personalized email/call
Use "Renewal Outreach" Gmail template. Introduce options: renew with current lender or shop the market.
3. Log outreach date and notes in Renewals Tracker
4. If no reply after 1 week → follow up by phone
5. At 60 days: schedule a formal renewal review call
6. On the call: review current rate, new options, client goals and circumstances
7. Pull credit if switching lenders
8. Submit renewal or new application as needed
9. At 30 days: confirm lender commitment and paperwork
10. Renewal complete → update record, note new maturity date for next cycle
11. Send post-renewal check-in 6 months later — relationship maintenance