Mortgage Open House SOP

Open House SOP for Loan Officers

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Loan Officers (LOs) have two payment options when working an open house:

  • Flat Rate Option: $200 per open house + 40 bps commission on resulting deals.
  • Higher Commission Option: No flat rate, 60 bps commission on deals (requires 'OH-Deferred' CRM tag).
  • Submit Open House Bundle Request Form 48+ hours in advance. CLICK HERE FOR FORM
  • Pick up materials from Mission Valley Office.
  • Check out Sign-In Stand.
  • Promote on social media and tag the hosting agent.

Before the Event

  • Confirm details with agent.
  • Charge phone, share your location.
  • Secure devices and documents.
  • Park in visible, safe areas.

During the Event

  • Stay visible and greet all visitors.
  • Never be alone with a guest.
  • Watch for red flags.

Handling Emergencies

  • Threats: Stay calm, call 911.
  • Theft: Alert agent and authorities.
  • Fire/Medical: Call 911 and evacuate.

Dress Code

Men:

  • ✅ Business casual or smart casual attire.
  • ✅ Collared dress shirt or polo (pressed, no wrinkles).
  • ✅ Slacks or dress pants (chinos are acceptable).
  • ✅ Dress shoes or polished loafers (no sneakers or sandals).
  • ✅ Blazer or sports coat (optional but recommended for high-end properties).
  • ✅ Belt that matches shoes.
  • 🚫 Avoid: T-shirts, hoodies, ripped jeans, shorts, sweatpants, sneakers, flip-flops.

Women:

  • ✅ Business casual or smart casual attire.
  • ✅ Blouse, professional top, or tailored polo.
  • ✅ Slacks, dress pants, or knee-length skirt.
  • ✅ Closed-toe flats, loafers, or professional heels.
  • ✅ Blazer or cardigan (optional but recommended for high-end properties).
  • ✅ Subtle, professional accessories.
  • 🚫 Avoid: Low-cut tops, overly tight clothing, ripped jeans, leggings (unless paired with a long top), flip-flops, overly high stilettos, or casual sneakers.

Grooming & Presentation:

  • ✅ Well-groomed hair and facial hair.
  • ✅ Clean, polished nails.
  • ✅ Light, professional fragrance (nothing overpowering).
  • ✅ Minimal or tasteful makeup and accessories.
  • ✅ No excessive branding or logos (unless company-approved).

Weather Considerations:

  • 🌞 Hot weather: Breathable fabrics (cotton, linen), light-colored attire.
  • ❄️ Cold weather: Professional coat, dress boots, gloves if necessary.

👔 Rule of Thumb: Dress one level above your audience. Exude professionalism while making homebuyers and agents feel comfortable.

Arrival & Setup

  • ☑ Arrive 30 minutes early.
  • ☑ Bring and set up: Barrett Banner (personalized preferred), BPB Flyers & Display, VA Masterclass Flyers & Display, Real Estate Report Card for the Area, Open House Checklist, Sign-Up Sheet, Sign-In Stand, Laptop for financing scenarios, (Optional) Table, Snacks, Drinks.
  • ☑ Realtor Engagement Text: "On my way to Starbucks, what’s your order?" (Send before arrival.)
  • Send a thank-you video text to leads.
  • Submit Post Open House Form. FORM HERE
  • Text agent to thank and confirm hot leads. Submit Hot Leads Here
  • Return sign-in stand to the office.
  • Ensure all tasks are complete and leads are entered into CRM.

Day 1 (Day After Open House)

  • 📞 Call #1 (Morning): Call the lead. If no answer, call again immediately. Leave voicemail after second attempt.
  • 📞 Voicemail Script: "Hey [First Name], this is [Your Name] with [Company]. We met at the open house yesterday, and I wanted to follow up about your home search and financing options. Give me a quick call back when you get a chance at [Your Phone Number]. Looking forward to chatting!"
  • 📱 Text Message: "Hey [First Name], it’s [Your Name]. We met yesterday at the open house. I just gave you a call but wasn’t sure if text is better. What typically works best for you—mornings or afternoons?"
  • 📧 Email: Subject: Quick Follow-Up from [Open House Address]. Content mirrors the text but replaces "text" with "email."
  • 📞 Call #2 (Afternoon/Evening): Third call attempt if still no reply.

Day 2 (Two Days After)

  • 📞 Call
  • 📱 Text
  • 📧 Email – Same approach as Day 1

Day 4 (Four Days After)

  • 📞 Call
  • 📱 Text
  • 📧 Email – Final direct LO follow-up

TES Escalation

  • 🚨 If the lead remains unresponsive after Day 4, notify the agent.
  • Tag the lead in CRM with: ‘Open House TES’ to trigger Total Engagement System team support.
  • Submit Post Open House Form.
  • Confirm lead details and tagging.
  • Upload sign-in sheet.
  • Note: Failure to complete steps = forfeiture of $200 payment.