Customer Journey Map
A complete map of the motivated seller experience and RBKC's internal operations — from first marketing touch through closing and post-close review.
Attracting Motivated Sellers
Lead Generation & Capture
Attract motivated sellers and capture their information into the CRM for immediate action.
Process Touchpoints
Inbound Channels
SEO, Google PPC, Google My Business, Website Form submissions, YouTube, Facebook.
Outbound Channels
Direct Mail campaigns, Radio advertising, Valpak, Lead aggregators (Motivated Leads, PropertyLeads).
Niche Segment Marketing
Targeted outreach to Probate, Pre-Foreclosure, Active Foreclosure (within 90 days), Tax Liens (urgent & long-term), Code Violations, Divorce, and Eviction property owners.
GoHighLevel Lead Capture & Tagging
Lead enters GoHighLevel via form, call tracking, or API. System automatically applies source/niche tags (e.g., rbkc_code_violations, ks_probate, rbkc_evictions).
Lead Assigned to Lead Manager
Lead Manager is assigned to the contact record for initial processing and follow-up.
Gap Analysis & Improvement Opportunities
Speed-to-Lead & Discovery
Initial Contact & Qualification
Make immediate contact with the lead, qualify their motivation and property details, and move them to the evaluation stage.
Process Touchpoints
Speed-to-Lead Automation
Based on time of day, a tailored automated sequence fires immediately. Four time windows: Midnight–8am, 8am–7pm, 7pm–Midnight, and Weekends.
Lead Responds?
Decision point: if the lead responds, the Lead Manager conducts a discovery call. If not, nurture sequences activate.
Discovery Call & Qualification
Lead Manager conducts a structured call to gather property details: Beds, Baths, SqFt, Condition, Likely Offer Range (LOR), ownership duration, and seller motivation. Standardized process notes are added to the contact record.
2-Week Discovery Follow-Up Loop
If no response, a structured SMS and email sequence runs over 14 days to re-engage the lead. Checks in on seller intent and keeps RBKC top of mind.
Long-Term Follow-Up (LTFU) — 365 Days
If still unresponsive after 2 weeks, the lead enters a 365-day drip campaign combining SMS, Email, and Ringless Voicemail at regular intervals.
Manual LTFU / Parked
Leads that require personal judgment are manually parked for future outreach by the Lead Manager.
Dead Lead / Abandoned
Leads that opt out or are confirmed unqualified are moved to the RBKC_DEAD pipeline, removed from all workflows, and marked as Abandoned.
Gap Analysis & Improvement Opportunities
ARV Analysis & Offer Presentation
Property Evaluation & Offer
Analyze the property's After Repair Value (ARV), conduct a walkthrough, and present a firm offer to the seller.
Process Touchpoints
Move to ARV Check Stage
Lead Manager moves the qualified opportunity to the 'ARV Check' stage in the RBKC Acquisitions Pipeline.
Internal SMS Notification to Acquisitions Team
System automatically sends an SMS to the Acquisitions Team notifying them: 'ARV Check Needed – [Opportunity Name]'. Two parallel notifications fire to ensure coverage.
ARV Analysis & Property Walkthrough
Acquisitions team runs comparable sales analysis to determine After Repair Value. A property walkthrough is scheduled with the seller to assess condition.
Offer Presentation
A formal cash offer is presented to the seller based on ARV minus repair costs and profit margin.
Offer Accepted?
Decision point: if accepted, the contract is signed. If declined, the lead enters the ARV Check LTFU loop.
ARV Check LTFU Loop — 60 Days
If the seller goes dark after the ARV check but before accepting, a 60-day follow-up sequence runs with SMS and email reminders to encourage a meeting and offer review.
Contract Signed
Seller accepts the offer and signs the purchase agreement. The deal moves to the post-contract stage.
Gap Analysis & Improvement Opportunities
Three Distinct Deal Paths
Post-Contract & Exit Strategy
Determine the best exit strategy for the contracted property and execute the necessary internal and external steps.
Process Touchpoints
Exit Strategy Decision
Based on market conditions, property condition, and portfolio goals, the team decides which exit strategy to pursue.
Exit Strategy Branches
Buy & Hold
- 1Move to RBKC Purchased Pipeline
- 2Property condition assessment
- 3Rental readiness preparation
- 4Property management handoff
- 5Tenant placement & lease execution
Buy & Flip
- 1Move to RBKC Purchased Pipeline (New Flip stage)
- 2Rehab scope & contractor bidding
- 3Renovation management
- 4Staging & listing preparation
- 5Retail sale & closing
Buy & Assign (Wholesale)
- 1Move to RBKC Dispo Pipeline
- 2Outbound Dispo: market to cash buyers list
- 3Buyer qualification & vetting
- 4Assignment contract execution
- 5Double close or assignment closing
Gap Analysis & Improvement Opportunities
Transaction Coordination & Review
Closing & Post-Close
Successfully close the transaction, notify the seller, gather feedback, and feed conversion data back to marketing platforms.
Process Touchpoints
Move to TC Pipeline
Regardless of exit strategy, the deal moves to the RBKC TC (Transaction Coordinator) Pipeline for closing management.
Title & Escrow Coordination
Transaction Coordinator manages the closing process with the title company, ensuring all documents, liens, and conditions are cleared.
Deal Closed / Sold
The opportunity is marked as 'Won' in the CRM. Status updated to Sold. A 'sold' tag is applied to the contact record.
Automated Closing SMS to Seller
An automated SMS is sent to the seller: 'Hi [Name] - Good News! Our records show that the purchase of your property has been completed. If you have any questions don't hesitate to reach out! Rex Buys KC Team'
Automated Review Request Sequence
A review request sequence is triggered, asking the seller to leave a Google or platform review for RexBuysKC.
Google Ads Conversion Feedback Loop
A 1-hour delayed automation sends the conversion event back to Google Ads, feeding closed deal data to optimize future ad spend and targeting.
Gap Analysis & Improvement Opportunities
Full Process Overview
Visual Process Diagram
A complete end-to-end flowchart of the RBKC customer journey — from lead capture through all three exit strategy branches to closing and post-close review. Click the diagram to open a full-screen view.
