How to Make Effective Member Renewal Calls
The goal is not simply to collect a renewal. The goal is to help every member understand how to use ICIWorld® to create more connections, opportunities, referrals and transactions.
☎️ The Most Important Principle
Do not make the call sound like: “Your bill is due.”
Make it sound like: “We want to make sure you are getting everything you can from your ICIWorld membership.”
🎯 Purpose of Every Renewal Call
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The virtual assistant should try to accomplish four things:
✔ Find out whether the member is actively using ICIWorld.
✔ Discover what buyers, sellers, landlords, tenants, investors or other opportunities they are currently working with.
✔ Encourage the member to update and use their Haves and Wants.
✔ Help the member renew now and, when appropriate, book an appointment for personal assistance or training.
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📞 Suggested Opening
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🔹 Ask Questions — Do Not Just Give a Sales Pitch
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The more the member talks, the more we can understand how ICIWorld can help them.
1. What are you working on right now?
“Do you currently have any buyers, sellers, landlords, tenants, businesses, investors or other real estate opportunities you are working with?”
2. When did you last update your Haves and Wants?
“When was the last time you added or updated your information on ICIWorld?”
If it has been a long time, explain that the service can only work effectively when the member keeps their information active and current.
3. Have you searched ICIWorld recently?
“Have you recently searched for properties, buyers, sellers or opportunities that may not be on MLS®?”
Remind the member that ICIWorld is another source of information and connections. It is not intended to replace MLS®.
4. Are you posting Wants as well as Haves?
A buyer or tenant requirement can be just as valuable as a property for sale or lease.
Ask:
“Do you have buyers or tenants whose requirements could be placed as Wants?”
5. Are you using ICIWorld for opportunities that may not yet be on MLS®?
Members may have early-stage, confidential or pre-listing opportunities. Subject to applicable laws, brokerage policies and permissions, information may sometimes be marketed without identifying the property.
6. Have any ICIWorld connections led to other business?
An inquiry about one property or opportunity may lead to another transaction, referral or relationship.
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💡 Help Members Evaluate ICIWorld Properly
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A member should not evaluate the entire service only by asking:
A better question is:
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🌎 Keep Their Information Working
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ICIWorld has been building a real estate information and networking service since 1994.
If a member’s information is not in the database, nobody searching the database can find it.
Encourage members to keep their Haves, Wants, listings and opportunities alive on the Internet so they have another opportunity to be discovered by brokers, salespeople, buyers, sellers and investors.
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⚠️ If the Member Says: “I Haven’t Gotten Anything From It.”
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Do not argue.
Do not tell them they are wrong.
Instead say:
Then offer to arrange an appointment for training, orientation or assistance.
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🗣️ Common Member Responses
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“I haven’t used it very much.”
Response: “Then before you give it up, let’s help you start using it properly. We can arrange assistance and show you how to get your current opportunities working.”
“I don’t have any listings.”
Response: “You do not need to have a listing to use ICIWorld. Do you have buyers, tenants, investors or clients looking for something? Those Wants can be extremely valuable.”
“I haven’t made a deal from it.”
Response: “Let’s first see whether your information has been active, current and searchable. ICIWorld also creates introductions and connections that can lead to other business.”
“I am too busy.”
Response: “We understand. That is why we can help you focus on just your most important Haves and Wants. Even a few current opportunities can keep your information working for you.”
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🏆 Explain the ICIWorld 90-Day Success Pledge
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We do not want members simply paying a membership fee and then forgetting about the service.
If a member is not making connections, finding opportunities or getting value, we want them to contact us.
We can help review their Haves, Wants, searches, networking activity and use of the service.
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Listen carefully to the answer. The member is telling you exactly what value they are looking for.
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✅ Suggested Renewal Close
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⏱️ 30-Second Renewal Call Version
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✔ What Virtual Assistants Should Do
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✔ Be friendly and conversational.
✔ Ask questions and listen.
✔ Find out what the member is working on.
✔ Encourage current Haves and Wants.
✔ Remind members to search as well as post.
✔ Offer training and personal assistance.
✔ Encourage renewal while the membership is still active.
✖ What Virtual Assistants Should Not Do
✖ Do not pressure or argue.
✖ Do not make unrealistic promises.
✖ Do not guarantee a transaction or commission.
✖ Do not criticize the member for not using the service.
✖ Do not make the entire conversation about payment.
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📝 Information to Record After the Call
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🔹 Did the member renew?
🔹 What Haves are they currently working on?
🔹 What Wants are they currently working on?
🔹 Did they request training or assistance?
🔹 Is a follow-up appointment required?
🔹 What objection or concern did they mention?
🔹 When should they be contacted again?
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The Goal Is Member Success
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Every renewal call is an opportunity to reconnect a member with ICIWorld, discover what business they are working on, and help them put the service to work.
Renew the membership. Refresh the information. Create connections. Help the member make money.
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