Let’s be honest, there’s friction between Online Sales Concierges (OSCs) and salespeople. If you’ve been an OSC for more than a minute, you’ve felt it. That subtle (or not-so-subtle) resistance. The side-eye when a deal closes, and you get credit. The skepticism about whether your appointments are even worth their time. The frustration when you ask for notes in the CRM.
Why does this happen? Simple. Salespeople are wired to own the sale. Their success is tied to their ability to close, and suddenly, there’s an OSC in the mix, an outsider in their process. Here’s what they might be thinking:
1️⃣ “The OSC gets credit for my hard-earned sale.”
2️⃣ “These appointments don’t feel solid.”
3️⃣ “Why am I doing admin work for an OSC?”
4️⃣ “What if the OSC says the wrong thing and ruins my sale?”
5️⃣ “The OSC takes control of information I need to close.”
6️⃣ “Honestly… it’s just easier to blame the OSC when things go south.”
Tough crowd, right? But here’s the reality: Your most important customer as an OSC isn’t the lead—it’s the salesperson. If you don’t have buy-in from them, even the best leads won’t convert. So, how do you turn that tension into trust?
Step 1: Get Buy-In from the Sales Leader
Before winning over individual salespeople, you need leadership on your side. A strong OSC-sales relationship makes money—but you have to show it. Find OSCs with solid partnerships and get their metrics. If another builder’s OSC team is seeing a 30%+ higher conversion rate due to strong collaboration, that’s data your sales leader needs to hear. Numbers change minds. Stories behind those numbers seal the deal.
Step 2: Sit in the Sales Office and Observe
Sometimes, salespeople don’t even know how to explain their frustrations with your appointments. So, go see for yourself. Sit in their office. Watch them sell. What patterns emerge? What objections keep coming up?
For me, the solution after observing was simple: I put up a blackboard in the office with appointment names on it. That tiny change took my no-show rate from 85% to over 90% attendance. Why? Because it kept appointments top-of-mind for the sales team. Small adjustments like this can create massive buy-in.
Step 3: Nurture Your Salesperson Like a Lead
You nurture leads, right? Do the same for your sales team. Call them. Check in. Build a real relationship. Even though I worked remotely for years, I made it a point to visit my sales teams quarterly, sit in their offices, and just talk. Not just about sales—about life.
🚗 “How’s traffic been?”
💰 “How are sales?”
💍 “How’s your daughter Megan? Did she get married yet?”
When salespeople feel like you actually care, the walls start to come down.
Step 4: Pick Up the Phone
I see so many OSCs hiding behind the CRM, dropping notes in the system, or shooting off emails. That’s fine for documentation, but salespeople are people first. A quick phone call does more than a dozen CRM updates.
☎️ “Hey, how’d that appointment go?”
☎️ “Anything I can do differently to set you up better?”
☎️ “Let me know if you need anything before the next one!”
A five-minute call builds more trust than a five-paragraph email.
No CRM Can Fix a Broken Relationship
You can have the best lead nurturing in the world. A flawless CRM setup. A marketing team that’s delivering gold. But if your relationship with the sales team is broken? None of it will matter.
A thriving OSC program starts with trust between the OSC and the salesperson. Win them over, and you don’t just book appointments—you build a sales machine.
Are you ready to put in the work?
