An Interview With ClientLook User, Doug Molyneaux
Doug Molyneaux, CCIM is the Managing Director of NAI Sawyer in Mississippi. He has over 20 years’ experience in all facets of the commercial real estate industry. He obtained the prestigious CCIM designation in 2000 and was recognized as a “Rising Star” by CIRE Magazine in 2005. In addition, he was a three-time recipient of Grubb & Ellis’s Circle of Excellent award which recognized the top 3% of Grubb & Ellis brokers nationwide. Doug also received the Commercial Diamond award three times for highest gross commissions of all commercial brokers in the MS Gulf Coast Association of Realtors.
In 2010 Doug transitioned into the role of retail developer. From 2010 to 2014 he was involved as a partner in over $15 million of retail development projects.
See how Doug uses ClientLook CRM to manage his busy commercial real estate business.
Can you tell me a little bit about your business? What do you specialize in and what does your day to day schedule look like?
Doug: I specialize in investment sales and retail development. My schedule varies from day to day; no two days are the same. I plan my day out the day before, so I can wake up and implement the plan I have already mapped out. Activities include prospecting, marketing, returning property calls, negotiating Letters of Intent, and managing personal projects.
When did you start using ClientLook and why did you choose ClientLook?
Doug: It’s been a long time! I know it was prior to 2010 when I was only doing brokerage. Michael Griffin was one of the pioneers in the CRM market for commercial real estate. Back in the day there was Act! but I found ClientLook to be refreshingly simple. I liked that it is tailored for the commercial real estate industry, so the learning curve was short.
How easy was it to get your data converted into ClientLook?
Doug: It was super easy! When I first signed up for ClientLook all I had was contacts to import into the system. A few years ago, I made a horrible mistake of moving my entire company to a Salesforce based CRM with lots of bells and whistles. I spent over $10,000 and I was the only person who even logged in to try and use it. After that, I canceled and let everyone choose their own CRM. When I returned to ClientLook I had a lot more data to import back into the database. Chuck Cutler and his team were extremely helpful and made the process easy.
What problems has ClientLook solved for you?
Doug: The biggest problem that ClientLook solved for me is collaboration. For example, on a development deal my team usually consists of six to eight people (the architect, engineer, lender, equity partners, leasing broker, etc.). I invite all of them to join the project in ClientLook and they BCC every email they send. It creates a terrific chronological record that is easily searchable of all of our email correspondence and any attachments. This provides a level of transparency in deals that I can’t recreate anywhere else.
On a brokerage deal, I also find it helpful to invite the client to the deal so they can log in and get an update 24/7. It’s convenient for them to be able to see what’s going on from day to day, plus it significantly increases the level of accountability to the client. In addition, the ClientLook system makes it easy for me to prepare client reports. Whenever I talk to someone, I log an update – and update it to multiple properties when appropriate – and then I can quickly export an Excel spreadsheet, edit it, and send it to my clients. The client reporting features are incredibly time-saving.
What CRM solution were you using previously?
Doug: Prior to using ClientLook I tried ACT and it didn’t work for me. I was not using any CRM at the time I started using ClientLook. And as I mentioned earlier, I moved from ClientLook to a Salesforce based CRM then back to ClientLook. The other CRM was too complicated and their team over promised during the sales process. It was a learning experience, but I can honestly say that ClientLook is much easier to use and your team does exactly what they say they’re going to do, which is refreshing.
Please tell us about your experience with ClientLook:
Doug: I’ve never had an issue or problem with ClientLook. Your customer service is extremely responsive if I have questions, and 9 out of 10 times your online tutorials help me with whatever I need at the moment. The ClientLook platform has the features I need, but it’s not cumbersome or overwhelming. ClientLook simplifies everything for me.
What features do you like the most about ClientLook?
Doug: The Virtual Assistant is one of my favorite features. I also love the iPhone app since it makes it nice to have all of my contacts in one place. The integration with Mailchimp is tremendously powerful; I can send marketing emails directly from ClientLook and it simplifies the process.
I like that ClientLook is consistently improving, but the changes are small adjustments that make a large impact. Every time a new upgrade rolls out it’s more efficient and powerful and offers even more features that relate to my business.
What advice would you give to someone who is looking for a CRM?
Doug: I actually give this advice all the time – I recommend that they test drive two or three CRM’s and one of them must be ClientLook because it’s the simplest one. You have to find the CRM that’s right for you, and the best one is the one you will use. When looking at CRM’s it’s not all about the fancy bells and whistles; it’s about the features that relate to your business that will help you streamline your day to day activity. You don’t want to get bogged down with a cumbersome system, which is why I like ClientLook. It’s quick and easy and the only one that works for me.
How would you describe your overall experience with the ClientLook team?
Doug: The team at ClientLook does what they say they’re going to do. They go above and beyond. The team is the “A Team” in the industry. I enjoy talking to John Dawson and Chuck Cutler; they are the one’s that I interact with the most and they always return my calls promptly. They are super professional.