How The Roland Team Recovered 50% of Their "Lost" Appointments With Automated Follow-Up
The "Onwards and Upwards" Data Gap
The Challenge: Flying Blind After the Appointment
Mike Roland's team had no trouble getting leads. The problem was the black hole that existed between setting an appointment and the eventual follow-up. Agents would schedule a showing, conduct the tour, and then simply move on to the next task without logging notes or updating the CRM.
The feedback loop was effectively broken. Mike couldn't tell how many appointments actually happened, how many were cancelled, or how many were ghosted, because the data disappeared the moment the agent drove away.
For the agents, the CRM felt like "extra work" — a separate task to be dealt with later. But "later" rarely came, leaving the team flying blind regarding their actual conversion performance.
Automated "On the Fly" Accountability
The solution wasn't to force agents to sit at a computer, but to meet them where they already were: on their phones, walking back to their cars.
MaverickRE closed the data gap by sending an automated text to the agent 30 minutes after the scheduled appointment time. The system simply asks how it went and provides a few number options for a quick reply.
Mike describes the system as "pretty slick stuff" because it forces compliance without the friction. Agents can update the lead profile before they even pull out of the driveway. The path of least resistance became the path that kept their data clean.
Implementation: Coaching for Active Listening
Once the appointment data became reliable, Mike began leveraging a new layer of intelligence: AI-driven conversation analytics.
He specifically tracks "Talk Time"—the ratio of how much the agent speaks versus the lead. Mike realized that when an agent dominates the conversation, it's a red flag. To illustrate this, he points to a newer agent, Jamie, whose numbers told a clear story: Jamie was speaking 60% of the time, while the lead only spoke 35%.
AI Grading vs. Hours of Recordings
Instead of sitting through hours of call recordings to find these issues, Mike uses the dashboard to see exactly where calls went sideways. The AI grades calls on rapport building, motivation questions, and objection handling, making coaching conversations specific and data-backed.
"Normally when you're having a conversation with somebody, the person who's talking the most is generally enjoying the conversation the most. So we need to be active listeners."
The "Wild" Discovery
After six months of running appointment tracking and coaching analytics (January to June), Mike pulled the reports. The cumulative effect of logging appointments and improving call handling was undeniable.
Mike realized they had been undercounting their performance the whole time. Once the data was visible, the numbers jumped.
Appointments with no outcome recorded dropped 42.36%.
Summary of Results
By simply making the invisible visible, The Roland Team saw immediate improvements in their metrics.
| Metric | Impact |
|---|---|
| Appointments Created | Increased by nearly 50%. |
| Data Completeness | "No Outcome Recorded" events dropped by 42.36%. |
| Cancellations | For the first time, Mike had real data on cancellations and no-shows, allowing for accurate forecasting. |