Online People Talking with Jen Barkan

Jen Barkan and Melissa Fort break down the results of Do You Convert’s latest secret shop, a comprehensive benchmarking effort evaluating online sales programs across the homebuilding industry nationwide. From initial outreach to follow-up and personalization, they share expert insights on where online sales specialists are excelling and where there’s opportunity to improve. Listen in to fine-tune your strategy based on what the numbers reveal.HousekeepingOnline Sales Academy is coming up in January 2026! Don’t miss out. OSA Leadership Edition in person in sunny Orlando, FL coming in February - reach out to Jen to save your spot!TITO ShoutoutNicole Arms at Empire Homes – Earned a five-star Google review for outstanding customer experience. Way to go, Nicole!Key TakeawaysHow personalization is shaping buyer trust (plus the one detail most OSCs overlook)A crucial change in your discovery that leads to more engaged buyersHow to make prospecting a daily habit without burning outHumans still outperform bots: what does that mean for your program?Skills CheckDownload the full secret shop report to benchmark your program.Set up holiday voicemails to manage customer expectations.Review and improve personalization and follow-up strategies.Prioritize prospecting daily.Focus on discovering customer needs, not just sharing builder info.

Host Jen Barkan and DYC Online Sales Coach Amanda Martin are digging into Q3 benchmarks on this episode! Tune in for a key conversation defining what really counts as a lead and how to measure your true contribution to your company’s revenue.From aged leads to tracking, they uncover how top OSCs are keeping conversions strong and consistency high even as lead volume shifts. Amanda also shares insights from her latest article, “Playing the Long Game,” on how persistence and tracking pay off over time.Special AnnouncementsOnline Sales Nation LIVE – November 19: Learn from the 2025 Home Builder Survey Shop ResultsOnline Sales Academy – January 28-30, 2026: Ideal for new OSCs or anyone ready to sharpen foundational skillsOSA Leadership Edition – February 20, 2026: An intimate, year long event that kicks off in-person after IBS designed exclusively for online sales leadersTITO (Top Industry Talent Online) [08:10]Ruvam Yakimchuk at Holt Homes – Sending personalized video emails to every lead and seeing major resultsBenchmark BreakdownThe surprising share of total sales still coming from online appointmentsProspecting that’s doubling the benchmark for aged lead conversionsCount in dollars, not just sales, to highlight your true valueKnow Your NumbersWhat truly counts as a lead and where “coming soon” communities fit inHandoff hygiene will make or break your paycheckOwn your details, own your seatSkills Check [29:40]Track aged leads (because consistency compounds).Share results in sales revenue, not just ratios.Define what counts: leads, appointments, and sales.Keep follow-up steady and strong.Play the long game - it’s what builds your future pipeline.

Josh Selleck from TriPointe Homes joins host Jen Barkan to talk mindset, motivation, and the tools that keep you sharp when the market gets messy. Before stepping into the OSC role, Josh built a career in real estate, helping him deepen his understanding of where customers get stuck in the complex process of buying or building a home. In this episode, he shares how consistency, curiosity, and care make all the difference, especially in a tougher market.Special AnnouncementsRegistration is now open for the next Online Sales Academy! If you’re brand new to online sales or have been in the role without any formal training, this event is tailor-made for you! The Online Sales Academy gives you proven systems, expert guidance, and a solid foundation to build your success. Space is limited, so register now to reserve your spot.That’s a rap - Listen all the way to the end of this episode for a very special OPT musical debut…TITO Shoutout [04:32]TriPointe Homes team made 30,000+ outbound calls in six weeksFrom Politics to ProspectingJosh shares his industry storyHow to stay positive when it gets toughThe 3 skills an OSC needs to be successfulWisdom from Josh’s Perfect-Secret-Shop-Score-Earning PracticesStart where your influence actually livesHow do winners use the CRM? Together.The three qualities it takes to succeed in this marketThe mindset Josh brings to every single leadSkills Check [26:31]Make a two-column listFill the first column with everything you can control: attitude, follow-up, processFill the second column with everything you can’t control: interest rates, cranky buyersStay motivated - focus on what you can control

On episode 47, Jen Barkan joins Melissa Fort, Molly Adams, and some special online sales guests - Emily Tucker from Robuck Homes and Colleen Sagan from McGuinn Homes - to discuss highlights from the recent Online Sales and Marketing Summit in Chicago. The crew is back, but they’re keeping the party going on this special episode! Housekeeping [3:36]Our next Online Sales Academy is coming up January 28-30. If you’re new in the role, managing someone who is new in the role, or simply never received a foundation of solid Online Sales training, don’t miss this opportunity.TITO Shoutout Today’s guests: Emily and Colleen - they stood up at the Summit and shared with everyone some cool things they are doing for follow up!  Key TakeawaysReflecting on why “AI isn’t going to replace something that has hair on it”Subtle shifts to transform your relationships with on site agentsSteal Emily’s little trick when sending a text to get a response and make a connectionWhy these two think every Online Sales specialist should attend SummitSkillz Check [32:46]Level up your prospecting.Discover, don’t dump.

In this episode, Jen Barkan welcomes guest Kendall Pashak, Online Sales Manager for Hartford Homes to talk about what it really takes to be a standout performer even in a slow market.Kendall shares priceless insights from her award-winning results in the OSC seat to help you prospect, nurture, and track even the longest leads so you can communicate your full value. TITO [4:01]Danielle Evans with Bishard Homes - Danielle made 908 outbound calls in 30 days; way to go! Key TopicsIntentional prospecting efforts: how to do it and why tracking results makes a differenceTexting vs. phone convos - what's the difference?How Online Sales can be a forecasting resource well beyond the 30 day window - when done rightThe what, how, when, and why of communicating value to other departmentsRetrospective advice Kendall would give her past self on Day 1 Skills Check [41:44]Email your leadership and on site sales weeklyInclude prospecting efforts and resultsKeep a running list throughout the week for easy compiling later

Jen Barkan is here with a remix! Drawing on last year's interview with Lisa Parrish, Chief Creative Chick with Team PMP - Peter Mayer Productions, Jen reminds listeners that the Nationals are upon us! The Nationals is the NAHB's premier awards event. Jen dives into all the insider details that will help you shine when submitting for this prestigious award.Note: last year's deadline is referenced in this episode, but the current 2025 deadline to apply is October 6th. Key Points includeWhat categories of awards are available for Online SalesWhy you should consider applyingInsider tips on the submission processSkills Check! Research The NationalsHave a discussion with your manager to see if this is something you are able to apply for! For more resources and information on the NAHB National awards, visit www.thenationals.com.

In this episode of Online People Talking, Jen Barkan hosts DYC rockstar, Kevin Oakley, on his first-ever OPT appearance. Listen in to find out how many hours Kevin puts in daily to stay on top of his game, how he sees Marketing and Online Sales finding alignment in this market, and whether or not Kevin wants to see golden retriever puppies present at this year’s Online Sales and Marketing Summit. Housekeeping Jen is getting excited for the Online Sales & Marketing Summit Oct 2-3 in Chicago. Don’t miss the special contest to win a free ticket. Listen to both MPM or OPT, leave a review, and send a screenshot to rachel@doyouconvert.com before Aug 29th to enter; the winner will be announced September 2nd. TITO Shoutout Colleen Sagan at McGuinn Homes - Colleen is crushing it with her phone skills. Keep up the great work!In This EpisodeHow many hours it takes to get to the top vs. how many hours it takes to stay thereWhy down-funnel efficiencies are the only ways to win the market and the moment It takes an “insanely (what) kind of follow up” to turn leads into sales right now?Kevin’s unfiltered take on chatbotsSkills CheckMeet with your marketer - have a mini-agenda plannedRevisit follow up messaging and explore unresponsive leadsSchedule meetings for once a month, more if you have new communities comingOutline for your marketer what objections you’re willing to have sent your way

Don’t be fooled by doom and gloom narratives. In this episode of Online People Talking, Jen Barkan and DYC Sales Coaches Amanda Martin, Melissa Fort, and Molly Adams gather to show and tell how individuals are still meeting and exceeding goals. With reminders of benchmark bright spots, process best practices, and how to stay positive when nobody else seems to be, these pros are here to remind you: you can’t know what you don’t track.

Jen shares the mic with Cassy Williamson, a strategic performance coach at Impact 88 and author of the upcoming book Unapologetic. They talk about thriving in chaos, building real collaboration with sales teams, and showing up fully yourself while driving results.TITO Shoutout [12:24]Cindy Salinas at Esperanza Homes – crushing it with prospecting, with 23% of her June appointments coming from aged leads.Episode Highlights with Cassy WilliamsonCollaboration that sticks: Cassy’s phrase “hold hands, not step on toes” becomes a powerful lens for online sales specialists and sales teams.Culture belongs to everyone: Leadership sets the tone, but you can lead without a title.Be unapologetically you: Cassy’s new book, Unapologetic, is about showing up fully yourself while pursuing impact. She shares where and when to find it in the episode.Skills Check [44:18]1. Identify someone whose toes you’ve stepped on (or vice versa)2. Reach out first with coffee, text, or a quick call3. Take one specific action to rebuild collaborationListen now and start holding hands, not stepping on toes.

Elvis said TCB. Jen makes it OPT.Jen Barkan and fellow DYC Online Sales Coach Melissa Fort take on the most misunderstood business relationship in new home sales: OSCs and Realtors. Packed with straight talk, roleplays, and real-life coaching moments, this episode helps online sales pros show up with clarity, confidence, and that signature lightning-bolt energy.Jen redefines the King of Rock and Roll’s TCB (Taking Care of Business) as Teach, Connect, Business, offering a smarter way to serve realtors while keeping control of the conversation. From what to say, when to say it, and to how to collect buyer info without the awkward pause, this one’s full of sharp lines and sharper strategies.Listen in and start treating realtors the way Elvis would: with purpose, presence, and a little swagger.TITO Shoutout [3:10]- Monica Fikany - Embracing AI in her role at New Home Inc.Key Topics- Realtors are leads too. That means CRM, follow-up, and relationship-building rules still apply- Why pushing back (nicely) earns trust, sets expectations, and protects your builder’s time- How to turn incentive chasers and vague referrals into real conversations that move things forwardSkills Check [31:51]Can you answer each of these for realtors?- Why buy new vs. used- Why the appointment matters- Why OSCs need the buyer’s info- Why buy my builder- Why they go in the CRM, too

Lacy Warburton, Online Sales Manager for Stylecraft Builders in Texas, joins Jen Barkan for Episode 40 and shares how naming her inner critic helped her break through self-doubt and step into leadership. From making turkey subs to managing a top-performing OSC team, Lacy’s story is proof that continual growth happens when you lean into discomfort and track your numbers like your success depends on it. Because it does.She opens up about her journey, challenges with outbound calls and video, and the motivation behind her recent LinkedIn posts. This episode is a masterclass in self-awareness, team leadership, and owning your voice. One “Bye Felicia” at a time.

Mike Lyon joins Jen Barkan for a spicy and spirited episode that tackles a phrase every OSC dreads: "These appointments suck." When onsite teams start lobbing critiques, how should online sales pros respond? Jen and Mike dig into the dynamics behind those comments, the data that tells the real story, and how OSCs can stay centered and effective in a shifting market.

In this episode of Online People Talking, Jen Barkan is joined by Chesapeake Homes’ superstar OSC team: Stephanie Moffett and Danielle Ross. These two powerhouses are not only crushing it on the lead front, they’ve also built a seamless backup system for time off, extended leave, and everything in between. Whether you're a solo OSC or working with a partner, this episode is full of practical tips to help you unplug without dropping the ball.Jen, Stephanie, and Danielle get real about the challenges of stepping away from the OSC seat and how to ensure every lead is still handled with care, even when you're not around. They share how they structured their team, developed emergency coverage plans, and even trained a temporary OSC for extended leave.Topic of Today (04:36)“Hey, I need a backup plan… what do I do with my leads when I’m on vacation?” The team dives into the most frequently asked questions about how to maintain lead coverage when stepping away. They cover:Building a backup plan from scratch
Training internal team members for coverage
Real-life examples of vacation and maternity leave handoffs
Why even managers make great backup OSCs (in a pinch)
The mental health benefits of truly unpluggingSkills Check (38:20)“You gotta check yourself before you wreck yourself.” Jen lays out your step-by-step Skills Check to help you develop your own OSC backup strategy:
1. Identify your backup. Talk with your leadership team and determine who can fill in when you’re away.
2. Create a plan. Work out the logistics: call forwarding, CRM access, workflows, and lead ownership.
3. Document it. Consider drafting a short SOP for your backup plan.
4. Test it. Don’t wait until vacation. Run a trial to make sure it works smoothly.
5. Really take vacation! You deserve real time off, and your leads will still be there when you return.

#37: Real Talk on Benchmarks and Market Trends with Our Newest Sales CoachesIn this episode, Jen, Amanda, and new team members Melissa Fort and Molly Adams, bring energy, insights, and just the right amount of pet hair talk to the mic. From behind-the-scenes snafus to deep dives on sales benchmarks and market shifts, this episode is packed with relatable moments and practical takeaways for online sales pros.You’ll hear about:DYC's Newest Coaches: Meet Melissa and MollyMelissa and Molly reflect on joining the online sales coaching team and share their impressions of the Online Sales & Marketing Summit in Chicago—whether attending as a first-timer or a seasoned leader.Online Sales Benchmarks RevealedAmanda breaks down six years of performance data, uncovering:A slight uptick in lead-to-appointment conversionsA dip in appointment-to-sale conversionsStable online sales contribution ratesNavigating a Hesitant MarketMarket uncertainty and buyer hesitancy are real, but the team has winning strategies to help you succeedTravel, Transitions & Backup PlansSharpening Sales Strategy & BehaviorDon’t miss this conversation that blends data-driven strategy with real-life stories from the front lines of online sales. Whether you're a seasoned OSC or new to the role, there’s something here for you.Thanks for tuning in!Questions? Email: show@doyouconvert.comMore at doyouconvert.com

Kicking Off with the Lyon Life: Mike Lyon is deep into basketball dad life, supporting his son Nate on the Puma Pro 16 circuit—beating Nike teams and getting college looks. Jen’s hoping to see Nate at Old Dominion someday!Upcoming Events & Opportunities• Online Sales Academy – Kicks off May 20th with three half-days + eight weeks of on-demand training. Not everyone graduates—but if you do, you earn official certification!• Online Sales & Marketing Summit – Back in Chicago this year with an epic speaker lineup:   o    Rhonda Conger   o    Steve Shoemaker   o    Ryan Taft   o    Brian Boero   …and more DYC pros!Pro Tip from Mike: If you want to attend, ask your boss. Plead your case. Or invest in yourself.Welcome to the newest DYC superstars:• Melissa Fort – 20 years in new home sales, former TriPointe Homes.• Molly Adams – OSC and HubSpot wizard, full of real-world experience and energy.        * Tito (Top Industry Talent OSC) Shoutout Main Topic: When Leads Are Down, Here's What to Do• Always start with fresh lead follow-up and appointment details.• Then tackle prospecting: older leads are converting more than new ones!   o    Q4 saw up to 24% of appointments from aged leads.   o    Dedicate 2+ hours a day to prospecting.   o    Expect 40–60 calls per appointment in today’s market."You want us to stop talking about prospecting? Start prospecting." – Mike Lyon Skills CheckPick one area (prospecting, content, CRM, AI, etc.) and commit to growing it.Talk to leadership about how you’ll lean in.Bonus: Subscribe, rate, and review the podcast! Thanks for tuning in!Questions? Email: show@doyouconvert.comMore at doyouconvert.com

Jen Barkan is joined by Jessie Suggs for a bittersweet episode, as it's Jessie's last week at Do You Convert. Jessie shares her incredible journey at DYC, and her what's to come for her next adventure. They also share the exciting news that Online Sales Academy tickets have been released for spring, and shout out Jessica Myers with Caviness & Cates for an amazing video she recently filmed, and her work in humanizing the online sales process.Jen and Jessie discuss: Jessie's time at Do You Convert, and the impact she's made on countless OSCs Where she will be headed to, and what her new role will entail.Her love for DYC Summit, and how her experience shifted from attending as an OSC to attending as a team member. Jessie's most funny, and toughest moment during her time as a coach.The four things Jessie has learned big picture:You can be kind and in control at the same time - some of the people she has most looked up to have been the kindest. You can't wait for change to happen - you have to make change. We get to define what success looks like to us. What does one year look like for you? What does five years look like for you?Surround yourself with good people, and good things will happen. Skills Check (40:42): Being Disciplined in Honor of Jessie Pick one thing that you need to be more disciplined on, and go forth and do that in the next month! 

Jen Barkan welcomed a very special guest to OPT this week, Ryan Taft, the Founder and CIO of Impact Eighty-Eight! They kicked things off sharing key takeaways from the 2025 International Builders' Show, recapping DYC's upcoming Online Sales Academy, and giving a shout out to Lena Burgin with Level Homes, who recently won OSC Rookie of the Year for 2025! Topic of Today: People Over Process  (19:00): There is a lot of conversation happening right now surrounding "We need more sales!"The 2025 spring selling season feels a bit different this year, hence the importance of the saying, "Don't get prepared, stay prepared." In every sales team, often the #1 closer is the online sales professional. There is a difference between getting a customer to agree to an appointment, and wanting to go to an appointment. There's a transfer of emotion when setting appointments, and it's important to promote the experience. Avoid making it feel transactional! People don't buy with logic, they buy with emotion, and it's important not to go too far information-wise on initial calls. The goal of the handoff is to excite the imagination of meeting the sales person, and to reduce anxiety by humanizing them. Addressing friction between online and onsite sales, and understanding that the relationship is a give-get model. Anytime there is friction, you can complain about it, or you can do something about it! Ryan shares the story of Impact Eighty-Eight, and how the question of "What do you want to do?" changed everything. He shares his perspective that when the process becomes priority, the people can get lost, and his goal is to put people first in his training. Skills Check: Are You Tracking the Handoff? (45:30):It's important to be proactive if you feel like your team could be doing a better job with the handoff process. Jen suggests tracking the handoff in your CRM or appointment tracker.This will allow you to have more concrete information to base next steps off of. 

Jen Barkan is joined by Jessie Suggs, who just celebrated her four year "workiversary" at Do You Convert! And did you know Jen also just celebrated eight years?! They recap exciting Upcoming Events including their trip next week to the 2025 International Builders' Show! This episode starts out with a new celebration of OSCs, and touches on the scenarios of burnout and rust-out, identifying it as an employee or manager, and finding solutions in an honest and genuine way. Tito Shout-Outs (07:15): Jen recaps our recent National OSC Day celebration, and shares a heartfelt story about her beloved pup Tito who passed away a few years ago on OSC Day, who inspired their new "Tito Shout-outs," signifying the words Top Industry Talented OSC. Their first shout-out is for Kendall Pashak, the Online Sales Manager with Hartford Homes! Kendall's proactive work and confidence has stood out, and made an impact with her management. Topic of Today: Recognizing Burnout and Rust-Out (11:56): Burnout happens when you feel so overwhelmed, you don't feel in control of your day or your tasks, causing you to shutdown. Rust-out is typically an indicator that burnout is coming -- you're unable to go the extra mile due to time constraints, or not feeling motivated-driven. Self-reflection is important when going through either of the above. Looking for certain signs (as an employee or manager) is an important piece. Examples of burnout: not wanting to answer the phone, feeling consistently overwhelmed with tasks, having a hard time with coachability. Examples of rust-out: feeling stagnant with your process, not feeling excited to come to work, not taking initiative to present at sales meetings. There's no one-size fits all solution, however having honest conversations with a coach, peer or colleague will help you gain a different perspective. When you're not sure what to focus on, focus on the things you have control over. When all else fails, do the best thing in that moment for the customer. Prioritize creating time in your day for stress recovery. As an OSC, you're exerting energy all day long, and it's important to give yourself pockets in the day to take a few moments to breathe. Sometimes it's as simple as prioritizing your lunch break, and creating boundaries and margin. Being "hangry" is a real thing! Jen suggests reflecting on your favorite things about your role, and figuring out how to incorporate more of that into your day. Skills Check: How Your Work Space Affects Your Vibe (35:00): Jessie discusses transitioning from a full-time office environment to fully working from home during COVID, and how your environment can play a role in your efficiency. Jen recommends having a designated, quiet office space where you can close the door if you're working from home (or the office!)If you're feeling burnout or rust-out, it's ok to say something! Nothing changes without action. 

Jen Barkan and Jessie Suggs hosted an exciting LIVE episode this week celebrating National OSC Day today! This episode is jam-packed with special guests, stories, best-practices, words of wisdom -- a victory lap to celebrate all of the hard work OSCs have put into their roles the last year! 03:43 - Mike Lyon, "The OG"Mike enters the chat to share the history of OSC Day, and how this special celebration came to fruition.He celebrates all of the hard work that has been put into prospecting this year.They touch on a popular quote from Seth Godin, "Pick your customers, pick your future."09:50 - Martha Clifford, Director of Online Sales with Tuskes HomesJen and Martha share a laugh over the hashtag they used to use: #oscproblems.Did you know Jen and Martha attended the first ever Online Sales and Marketing Summit?She shares her experience as an OSC the last 13 years, and what keeps the role challenging and exciting for her.Martha's OSC Day message: be consistent, stay curious, and your job matters! 14:28 - Lena Burgin, Online Sales Counselor with Level Homes Jessie brings up The Nationals, as Lena is up for Rookie of the Year! She is so excited for the confidence she will bring this year to the role, and use what she's learned over the last year (if you know, you know, being able to answer questions. in the car or in-the-moment is a huge win for her this year)!Jessie shares the power of bringing joy into the role.Lena's OSC Day message: trust the process, because it works! 19:21 - Haley Naebig, Director of Sales with NoviHome Haley shares her experience working as an OSC at Level Homes, and how she's used her experiences in homebuilding to support clients at NoviHome. She emphasizes the benefits of being "pleasantly persistent" and how the consistency has set her up for success. One of Jen's favorite all-time videos is Haley on rollerblades doing a community tour, and her ability to put herself out there and ask for feedback. Haley's OSC Day message: having fun shines through all of your interactions and is a great way to stand out! 26:14 - Sam Barkan, Inside Crossover Sales Agent with Chesapeake Homes While Sam currently works as an on-site, he worked and managed the online sales position while his colleague was out on maternity leave. Sam shares his key takeaway: online sales is hard. He celebrates the persistence, organization and dedication of OSCs, highlighting that it's 100% of the process, 100% of the time. Sam's OSC Day message to fellow on-sites: be curious about online sales, especially the metrics, and take the time to communicate and show appreciation. If you do this, the metrics will speak for themselves. 30:34 - Reyna Estrada, National Internet Sales Director with M/I HomesReyna is back from Argentina, and ready to celebrate OSC Day (she even has balloons)! She began her role as an OSC in 2008, and talks about how the role has evolved. Reyna works with a huge team (30 throughout 17 markets) and is proud to work with such dedicated, passionate and authentic professionals. Jen touches on the role of empathy and the importance of nurturing within the role. One of the biggest changes Reyna has seen within the role is the shift in priorities of focusing on lead conversion vs. wearing different hats. Reyna's OSC Day message: you are appreciated, thank you for your commitment to taking care of our customers, and thank you for elevating us to excellence every single day. 36:00 - Brittany Horner, Director of Marketing & Online Sales with Mitchell Homes Brittany joined Mitchell Homes in 2019 to create the marketing department, and by fall of 2023 spearheaded the creation of the online sales department. Speed to lead, excitement and prospecting has completely transformed their business. She shouts out her incredible team, and all of their hard work! 39:02 - Beth Russel, Marketing Coach with Do You Convert Before coming to Do You Convert, Beth led a team at Stylecraft, and shares her experience with their outstanding team. Jen and Beth discuss how essential it is for online sales and marketing to collaborate, and how often the two should be meeting and communicating. Beth thanks online sales counselors for producing data integrity that marketing and sales leaders rely on so heavily. Beth encourages marketers to listen to online sales counselors, integrate them into the process, and really understand what their day-to-day looks like. 44:23 - Skills Check! As you celebrate National OSC Day -- share your victories! Use #nationaloscday so we can help celebrate your wins as well. 

Jen Barkan is joined by Jessie Suggs, who kicks off this week's episode with advice and lessons learned from her recent milestone -- running a marathon! Jen shares exciting announcements surrounding new training opportunities, including an available Online Sales Coach position with DYC.