REW Websites 2020 No more setup fees and a money back guarantee!
by Morgan Carey
on Wednesday, January 1st, 2020 at 10:12pm.
2020 marks Real Estate Webmasters (REW) 16th year in business. We have seen an incredible amount of growth and change in this time within the technology landscape, especially as it pertains to websites, CRM and lead generation.
I have spent the last weeks of 2019 reviewing our business and reflecting on our performance but also on some really great feedback we have received from our customers, many of whom are the top performers in their markets or even in their entire countries.
We have also been speaking with our sales teams and our leads (even those that don’t close) to determine how we can be an even better REW in 2020. The feedback has been great, and I truly appreciate everyone who has taken the time to provide us with insights as to how we can be better but also how we might continue to grow and develop our product and user base.
I’m going to share some of the insights that stuck out most for myself and my team and afterwards I’m going to share a radical new pilot program designed to drive the results we need at REW in order to continue to grow and thrive, but also to be in alignment with our customer base and their needs.
Here are some of the most recurring or impactful themes we have identified from our feedback sessions with our customers, sales team and leads.
From our customers:
Keep the focus on making the product better, the rest will take care of itself
2019 saw our largest investments in R & D ever. We launched a brand new CRM, re-invented our IDX platform, created a truly multi lingual platform for our European clients, coded new partner integrations (such as the Lone Wolf TM integration) and improved our already world class WPO scores to even greater levels widening the gap between our website products and all others in the marketplace.
The feedback has been overwhelmingly positive, however (as it should) there is a push for us to do more, especially in the CRM space where our customers are now beginning to leave third party CRM’s completely in favour of the REW CRM solution. We have a big list of enhancements already planned (and some like the gmail integration already completed) that will make it even easier for customers to adopt REW CRM as the only CRM they will ever need.
Get more product feedback from your customers more often
We love it when our customers get involved in the R & D process and give us feedback. Especially when they come out to visit us and spend their valuable time with our teams helping us in person make the product better. For 2020 we have opened the new REW Forums and will be engaging our clients far more often with product updates, invitations to participate in the R & D process and soliciting feedback on future features. I am very excited about the early participation and we’re looking forward to seeing the membership grow in 2020. Some of our best product features come from client feedback. They have told us they want to be able to provide more, and we are excited to welcome as much as we can get!
It’s better to celebrate your customers than yourselves
This is one we’re really taking to heart. On a recent FB thread one of our longest term and most valued customers JH mentioned how much promotion REW had done in 2019. Whether that was covers of RIS Media, or Title sponsorships at Inman. The point he was making is that sometimes when you go “too big” it can send the wrong message to your customer or perhaps even alienate them. The message for some is that there may be the perception from your existing customers of an imbalance of priorities or that the company would rather invest in self promotion than helping the customer with new innovation or support.
It’s tough to hear, but it’s also an important piece of feedback. We certainly don’t want our customers thinking we are not focused on them or their product needs and if that pendulum has swung too far into the self promotional realm, it’s important we assess ourselves and make adjustments.
And so adjust we shall:
For 2020 I have decided that I will reallocate at least 50% of our previous conference / promotional budget to R & D initiatives (more product enhancements and features) and the celebration of our customers and their success through the #RelationshipsMatter campaign. For every press release about REW, there should be one for our clients. Not promoting us, promoting them!
As our customers so rightly point out. If we can help them become successful and then celebrate that success, others will take notice.
If you’re a customer and you’d like us to help you promote the success of your business in 2020, reach out! Our marketing team is happy to help, and this is on us!
We’ll be happy to help you with PR, sharing your story, and if you want to head out to REW Campus we’ll even produce promotional video content for you. We want to help you be the most successful you can be, and if that means helping you spread your message, let’s do it!
Here's an example of a recent video we produced for our awesome clients the Funk Collection.
The most important feedback of all: Your customers are your raving fans. Do right by them, help them be successful and let them tell your story. That is the best way to grow your business.
In 2020 our focus is on making sure we are focused on our clients relationships above all else. If you’re a client (no matter what the size) know that you are important to us (to me). Feel free to add me to your social channels, I will endeavour to make the time if you ever need my support. And of course be sure to join the forums athttps://www.rew.com/forums/ we’d love to hear from you.
And now for some of the feedback from our sales team & leads
There are two main factors that get mentioned often when it comes to feedback from sales and leads: Custom work and the setup fee.
The feedback on custom work is that not everyone needs or wants custom work. For those that don’t, it can be a friction point as the price is based on custom work being “included” on all sites as opposed to being optional. Customers would rather have the choice to pay less if they don’t need custom work.
This leads into the conversation about the setup fee. It’s $5,000 (including the custom work). Which when compared to our competitors on the agent website and team side is likely the highest in the industry. Of course, the competitors don’t offer custom work, so it’s not apples to apples, but honestly to those that don’t really need it, the custom work just means a higher price setup cost compared to other premium vendors and is likely turning away people who would otherwise rather be REW customers.
And finally there is the try before you buy.
Generally customers understand that in the SAAS world contracts are the reality. By committing longer term to your platform provider it allows us to offer a lower entry and ongoing cost while ensuring that we can safely over invest in the early part of the relationship and setup (where you need it most) while realizing the returns we need over time. It’s just the way SAAS operates. Make a commitment to get a lower cost.
But here’s the thing: Customers want to know what they’re getting into before they buy or commit to a contract. And quite frankly, as vendors we’d love to get a sneak peak at what the relationship is going to be like as well before committing. Let’s face it: REW is not a fit for every customer, and not every customer is a fit for REW. As I’ve thought about it over these past few weeks, I have realized that this is really not an unreasonable request at all.
So here’s what I’ve decided to do!
On top of the reallocation of marketing funds to R & D and free customer promotion, REW will be piloting a new offer for the month of January (and perhaps beyond depending on how it goes).
This offer will change in 2 important ways:
For our standard REW Lite and REW Launch product on a 36 month term we will now:
1: Waive the $5,000 setup fee (no longer require custom work purchase)
2: Offer a 30 day money back guarantee.
That’s right. You sign up with REW and you no longer have to pay the $5,000 USD setup fee and if you are unhappy for any reason (or no reason at all) within the first 30 days of your contract we will cancel your contract and refund your first months SAAS payment.
It’s that simple.
We’re hoping by offering this program it will show you our commitment to developing long term relationships with our customers and that we stand by our products and services. We do truly feel we have the best websites, IDX, integrated CRM and lead generation in the business and we’d like to show you exactly that.
And PS, speaking of SAAS: Since we’ve removed the setup fees, REW now goes from one of the more expensive offerings to incredibly affordable.
For single user / single IDX platform (website, IDX & CRM) it costs only $300 USD per month.
For teams / brokerages up to 25 (website, IDX, CRM and agent / team member sub domains) it costs only $499 USD per month.
So what are you waiting for? Are you finally ready to take the plunge and put your real estate business on the best marketing / lead generation platform in all of real estate?