OSC of the Month: Sandy Miller

Lasso’s August OSC of the Month is Sandy Miller, online home consultant for Silverpoint Homes, a multi-site modular home builder with locations in Beckley, WV, Martinsville, VA, Greensboro, NC, and Lincolnton, NC. In this interview, Sandy shares how she became an OSC, how she sees residential construction management evolving, and tips for other new OSCs.

ECI: What was your career path to becoming an OSC?

Sandy Miller (SM): I am a “rookie” in my new role as an online home consultant, and my official start date was Nov. 1, 2022. I started my career as an executive assistant, then became a legal secretary, court reporter, and finally an at-home medical transcriptionist. My husband of 35 years has always been an integral part of the manufactured housing industry and in 2014, we became part owners of Silverpoint Homes. Recently, Silverpoint Homes decided to create the role of online home consultant, and I interviewed for the position and was fortunate enough to convince them to take a chance on me.

ECI: How many online leads do you manage monthly?

SM: Through the first six months of 2023, I have averaged 111 leads per month, with a high of 144 in March.

ECI: How do you see the OSC role evolving over the next few years?

SM: I believe OSCs are going to become an invaluable asset to the companies they work for. Ultimately, OSCs are tasked with making a critical “first impression” of the company we represent, and we must be sure to shine in our interaction with each lead that we receive so that we stand out in the crowd.

ECI: What's the most challenging aspect of your job? What do you do to overcome that challenge?

SM: For me, the most challenging aspect of my job has been scheduling appointments with the on-site home consultants, as I always want to strike while the iron is hot. I have to realize on-site home consultants have a lot on their plates, so I am relying on being patient and engaging at all times with a positive attitude.

ECI: What are the most important tech tools you use in your role?

SM: This is a loaded question for someone who is NOT techy. I guess I would have to say that our website is my “Holy Bible”. Incorporating links to the floor plans, model homes, and FAQs within our website into my email communications has served me well. I am also looking forward to getting my feet wet with my first video message in the near future.

ECI: What is your go-to closing technique to get an appointment?

SM: Connect with the lead on a personal level and make them feel that their business is valued by you and that they are priority number one.

ECI: What are your go-to resources for training and support?

SM: This is the easiest question of them all. The only training/support has been from Heidi at Lasso on residential construction management and the awesome library of videos offered through Lasso. I recently participated in “Lasso University” and thoroughly enjoyed my interaction with those who attended. It was great to share our war stories and hear others’ experiences in their role as online sales consultants. Other than that, I have just had to rely on my God-given instincts.

ECI: Do you have a productivity hack you'd like to share?

SM: Well, I have always been a morning person, so getting up early, while it is quiet, helps me to get organized for the day ahead, and for me, organization is the key to my productivity.

ECI: Do you have any specific successes you'd like to highlight?

SM: I consider every appointment that I schedule a highlight. I get very excited about the prospect that we are going to be providing a new home to another individual or family, and that’s what it’s all about!

ECI: Any tips or advice for fellow online salespeople and marketers?

SM: Remember to always be yourself and let your personality shine through, really listen to your leads and try to focus on their hot buttons, and just treat everyone as you want to be treated.

ECI: What are your favorite activities to do outside of work?

SM: I am a workaholic, but when I am not working, I love, love, love my daily walks (usually over my lunch hour) and I enjoy being in the kitchen baking.

ECI: What are you reading/watching?

SM: I am binge-watching “Suits” on Netflix with my husband. I hate to admit it, but I have never enjoyed reading books, except for the Bible and “Mornings with Jesus”.