1. Objective

This SOP defines how a Virtual Assistant (VA) onboards a new buyer or seller client from the moment the agent confirms the engagement through the client's first appointment. Every new client gets set up in every system, receives a consistent welcome, is clear on what to expect, and knows who does what — agent vs. VA — before their first meeting.

Onboarding is the operational foundation for every subsequent SOP in the transaction. If the CRM entry is incomplete, the pipeline is wrong. If the client file is disorganized, every document search wastes minutes. If the client is unclear on the VA's role, they email the agent for things the VA should handle. Get onboarding right and the rest of the transaction runs cleaner.

Where this SOP starts: The agent confirms a new client — a buyer who has committed to working with the agent, or a seller who has signed (or is about to sign) a listing agreement.
Where this SOP ends: The client is set up in every system, the first appointment is on the calendar, welcome communications have gone out, and the client has acknowledged receipt.

Success looks like: When the agent walks into the first appointment, the client is expecting them, has the process overview in hand, has been introduced to the VA, and knows how to reach the right person for the right thing. The agent focuses on the conversation; the VA has handled everything else.

2. Your Role & Boundaries

2a. What you handle independently

• Creating and populating the client record in the CRM with lead source, contact info, and any agent-provided context (per New Lead Intake & CRM Setup)
• Creating the client's folder in the transaction management system or shared drive
• Drafting the welcome email from the agent (agent reviews and sends, or the VA sends as a team-branded communication per agent preference)
• Sending the VA introduction email and setting expectations for VA-handled vs. agent-handled communication
• Adding the first appointment (buyer consultation, listing appointment) to the agent's calendar with full details
• Sending appointment confirmation to the client
• Introducing the agent's preferred lender (buyer-side) if pre-approval has not been obtained
• Preparing and sending the expectation-setting process overview (buyer or seller version)
• Updating the CRM pipeline stage to reflect onboarding complete and first appointment scheduled

2b. What requires agent approval before acting

• Any non-standard welcome or introduction language
• Deviations from the standard lender introduction (e.g., using a lender the agent has not pre-approved)
• Scheduling a first appointment outside normal business hours
• Communicating any substantive information about process, pricing, timing, or strategy to the client — agent confirms first
• Adding the client to any marketing list, drip campaign, or email newsletter before onboarding is complete

2c. What you never do

• You never negotiate on the agent's behalf under any circumstances.
• You never provide pricing, legal, or strategic opinions to any party.
• You never sign or initial any document on behalf of the agent, client, or any party.
• You never communicate directly with the other party's client.
• You never give the client a market opinion, neighborhood recommendation, property-value estimate, or transaction-strategy advice — all substantive conversations go through the agent.
• You never share the agent's lender, vendor, or preferred-partner list with the client without the agent's explicit sign-off on that specific recommendation.
• You never onboard a client the agent has not explicitly confirmed — verbal agreements at a networking event are not confirmation; a signed buyer-broker or listing agreement is.
• You never delete or archive a client record if onboarding stalls — update the pipeline stage to "onboarding paused" and flag to the agent.

When in doubt: Confirm with the agent before any client-facing communication that goes beyond logistics. Welcome messages, introductions, and process overviews are fine; anything about the property, the market, or the strategy is not.

3. Schedule & Trigger

Trigger: Agent confirms a new client — typically a message or note in the team communication channel saying "new client: [Name], buyer/seller, first appointment [date]." Verbal or in-person confirmation from the agent is also valid; the VA logs it and begins immediately.

Expected turnaround: Onboarding tasks complete — CRM set up, client file created, welcome and introduction emails sent, first appointment on calendar — within 4 business hours of the agent's confirmation. If the first appointment is within 24 hours of confirmation, prioritize onboarding over all other non-urgent work.

Sequence context: This SOP is typically the first in a new client engagement. For buyer clients, it precedes Pre-Approval and Buyer Consultation Prep. For seller clients, it precedes Pre-Listing Appointment Prep or runs in parallel with it. The CRM setup in Section 4 is governed by New Lead Intake & CRM Setup; follow that SOP's standards for field completeness and source tagging.

4. CRM Setup

Create the client's record in the CRM following the standards in New Lead Intake & CRM Setup. Required fields for every new client:

• Name (first, last, preferred name if different)
• Phone (primary + secondary if provided)
• Email (primary + secondary if provided)
• Physical address (current address — important for seller clients as it's the listing address; for buyers, it's their pre-move residence)
• Client type (buyer, seller, both)
• Lead source (per the standard source tag set from Lead Source Tracking & Tagging — Zillow, Realtor.com, Google, Facebook organic, Facebook paid, Open House, Referral, SOI, Sign Call, Website organic, Email campaign)
• Referral source (if lead source is Referral: who referred them, and do they know a referral fee may apply)
• Pipeline stage (new client → onboarding in progress → first appointment scheduled → consultation complete → under contract → closed)
• First appointment (date, time, type — buyer consultation, listing appointment)
• Agent notes (any context the agent provided: budget range, timeline, neighborhood interest, motivation)
• Do-not-contact preferences (email, text, phone — if the client has stated any)

NEVER: Create a CRM record without a source tag. Untracked leads are the single most common failure in agent CRM hygiene. If the source is unclear, ask the agent — don't guess.

5. Client File Creation

Create a folder for the client in the agent's transaction management system or shared drive.

Folder naming convention

[LastName], [FirstName] — [Buyer or Seller] — [Year initiated]

Example:

Johnson, Sarah — Seller — 2026
Chen, Marcus — Buyer — 2026

If the client is both buyer and seller concurrently (e.g., selling their current home to buy a new one), create two folders — one for each side. They will track as separate transactions even if they close on the same day.

Standard subfolder structure

[Client folder]/
├── 01 - Agreements/
│   (Buyer-broker agreement or listing agreement and any amendments)
├── 02 - Communications/
│   (Welcome emails, major back-and-forth; routine emails stay in inbox)
├── 03 - Property documents/ (seller side) or 03 - Buyer documents/ (buyer side)
│   (Disclosures, pre-approval letter, property research, etc.)
├── 04 - Photos/ (seller side)
├── 05 - Marketing/ (seller side)
├── 06 - Contract & TC/
│   (Once under contract: executed contract, addenda, TC files)
└── 07 - Closing/
    (Final closing documents, settlement statements, closing photos)

Subfolders that don't apply yet (e.g., 04 Photos before listing goes active) can be empty — create the structure now, populate as events occur. This prevents last-minute folder-creation scrambles.

6. Welcome Communication

Within 2 hours of onboarding start, send the welcome email. The agent may send this, or you may send on behalf of the team — confirm during onboarding which pattern the agent prefers.

Welcome email — buyer

Subject: Welcome from [Agent Name] — your home search starts now

Hi [Client First Name],

Welcome! I'm glad to be working with you on your home search. Here's what happens next:

1. I've set up your client file and added our first appointment to the calendar: [Day, Date, Time] — [in-person at my office / video / at a property / other]. You'll get a separate calendar invite from [VA Name / my calendar system].

2. Before we meet, I'd like you to [complete pre-approval with [Lender Name] / bring your pre-approval letter if you already have one / review the attached "What to Expect as a Buyer" overview]. [Customize to the client's situation.]

3. A quick note about my team: my virtual assistant, [VA Name], will be your go-to for scheduling, paperwork, and day-to-day logistics. You'll hear from them shortly with their introduction and contact info. For anything about properties, offers, strategy, or negotiation — that's me.

4. Our first meeting is [duration] and we'll cover: your must-haves vs. nice-to-haves, your timeline, the local market, and next steps. Come with questions — no question is too basic.

Looking forward to it.

[Agent Name]
[Agent phone / email]

Welcome email — seller

Subject: Welcome from [Agent Name] — let's get your home ready to sell

Hi [Client First Name],

Thanks for choosing me to help you sell [Property Address]. Here's what happens next:

1. I've set up your file and added our listing appointment to the calendar: [Day, Date, Time] at [Property Address / location]. You'll get a confirmation from [VA Name] shortly.

2. Before we meet, I'd like you to [complete the seller pre-appointment questionnaire attached / review the marketing plan overview / gather the property documents listed in the attachment]. [Customize.]

3. A quick note about my team: my virtual assistant, [VA Name], handles scheduling, vendor coordination, disclosures, and paperwork. You'll be working with them on logistics throughout the listing. For pricing, strategy, negotiation, and anything about the market — that's me.

4. At our first meeting, we'll walk through the property together, discuss market conditions and pricing strategy, and talk through the listing timeline. I'll bring a comparable sales analysis. Please have any questions ready — it's the right time to ask.

Looking forward to it.

[Agent Name]
[Agent phone / email]

Attachments for the welcome email

• Buyer version: "What to Expect as a Buyer" overview (standard agent-branded document — confirm location during onboarding)
• Seller version: "What to Expect as a Seller" overview + pre-appointment questionnaire (confirm location during onboarding)

7. Calendar: First Appointment

Add the first appointment to the agent's calendar per Calendar & Scheduling Management standards.

• Title: [Appointment type] — [Client Name]
• e.g., Buyer Consultation — Chen, Marcus
• e.g., Listing Appointment — Johnson, Sarah
• Location: Physical address, video link, or office per agreement
• Duration: per agent default — buyer consultation typically 60–90 minutes, listing appointment 90–120 minutes. Confirm during onboarding.
• Description: Client contact info, purpose summary, any agent notes relevant to prep (budget, motivation, known constraints)
• Invitees: Client (their email) and agent — use the agent's preferred invite method (most agents want the client included so the calendar invite serves as confirmation)

Confirmation to the client

Send a confirmation separate from the welcome email (it can go on the same day):

Subject: Confirmed — [Appointment type] with [Agent Name] on [Date]

Hi [Client First Name],

Confirming your appointment with [Agent Name]:

Date: [Day, Date]
Time: [Time, time zone]
Duration: approximately [X] minutes
Location: [Address / video link]

You should also see the calendar invite in your email. If it didn't arrive, let me know and I'll resend.

Quick reminder: before the meeting, please [customize to the client: complete pre-approval / review the attachment from [Agent Name]'s welcome email / prepare your must-have questions].

Any changes or questions? Reply to this email or text me at [VA number].

[VA Name]
On behalf of [Agent Name]

8. Lender Introduction (Buyer Side)

If the new client is a buyer and has not yet obtained pre-approval, introduce the agent's preferred lender as the next step.

If pre-approval does not exist

1. Confirm with the agent which preferred lender(s) to introduce — agents typically have 1–3 trusted lenders with different strengths (first-time buyers, conventional, VA/FHA, investor loans, jumbo).
2. Send the lender introduction email:

Subject: Introduction — [Lender Name] for your pre-approval

Hi [Client First Name] and [Lender First Name],

Introducing you both:

[Client First Name] — [Lender Name] is a lender [Agent Name] trusts and works with frequently. [Lender Name] can walk you through pre-approval and help you understand what your budget looks like in real terms. Getting pre-approved is the first step before we start looking at properties seriously.

[Lender First Name] — [Client First Name] is a new buyer working with [Agent Name]. They're [brief context if agent has provided: "first-time buyer," "looking in the [area] price range," etc.]. Could you reach out directly to get the pre-approval process started?

If anything comes up or either of you needs me, I'm at [VA email / phone].

[VA Name]
On behalf of [Agent Name]

3. Add a follow-up task to check in with the client in 5 business days — pre-approval usually takes 3–7 days and we want to confirm the process is moving.

If pre-approval already exists

1. Request a copy of the pre-approval letter from the client via the welcome email or a separate short message.
2. Log the lender's contact info in the client file.
3. File the pre-approval letter in 03 - Buyer documents once received.

NEVER: Introduce a lender the agent hasn't explicitly pre-approved. Lender recommendations carry compliance implications (RESPA, kickbacks, steering) that the agent and brokerage manage carefully.

9. VA Introduction

Send a brief VA introduction email after the agent's welcome email has gone out. The purpose is to set expectations for which communications the VA handles and what the client can reach them about.

Subject: Your logistics point of contact — [VA Name] for [Agent Name]'s team

Hi [Client First Name],

I'm [VA Name], [Agent Name]'s virtual assistant. [Agent Name] mentioned I'd be in touch — here's a quick note so you know how I fit in.

For anything logistical — scheduling, paperwork, coordinating vendors or showings, filing documents, answering "where did I see that form?" questions — I'm your fastest route. Email or text me and I'll usually respond within [X] business hours.

For anything about the market, properties, strategy, negotiations, pricing, or "what should I do?" questions — [Agent Name] is the right person. I'll always loop them in if you ask me something I should not answer.

My contact:
Email: [VA email]
Phone / text: [VA phone]
Hours: [VA working hours — confirm during onboarding, include time zone]

Looking forward to working with you.

[VA Name]

Do not send this email simultaneously with the welcome email — space them by a few hours so the client doesn't feel inundated.

10. Completion Checklist

CRM & File
- ☐ CRM record created with all required fields (Section 4)
- ☐ Lead source tagged
- ☐ Pipeline stage updated to "onboarding in progress"
- ☐ Client folder created with standard subfolder structure

Welcome Communication
- ☐ Welcome email drafted
- ☐ Welcome email sent (by agent or VA per agent preference)
- ☐ "What to Expect" overview attached
- ☐ Pre-appointment questionnaire attached (seller only)

Calendar
- ☐ First appointment on agent's calendar with full details
- ☐ Confirmation email sent to client
- ☐ Calendar invite sent to client

Lender (Buyer Only)
- ☐ Pre-approval status confirmed
- ☐ Lender introduction sent (if needed) OR
- ☐ Existing pre-approval letter requested and filed

VA Introduction
- ☐ VA introduction email sent
- ☐ Client hours and contact info shared

Handoff
- ☐ Pipeline stage updated to "first appointment scheduled"
- ☐ Agent notified onboarding is complete and client is ready for first appointment
- ☐ Next SOP in the sequence queued (Buyer Consultation Prep for buyer consultation prep, or Pre-Listing Appointment Prep for pre-listing appointment prep)

Completion message to agent

Hi [Agent Name] — [Client First Name Last Name] is onboarded.

CRM: set up, source tagged [Source]
File: [path/link to client folder]
First appointment: [Day, Date, Time] — [location]
Pre-approval: [complete with [Lender] / introduced to [Lender], awaiting letter / N/A for seller]
Welcome + VA introduction: both sent

Ready for your first meeting. Let me know if you'd like me to start on [prep SOP — e.g., "buyer consultation prep" or "pre-listing appointment prep"].

[VA Name]

11. Escalation Protocol

Escalate to the agent immediately in any of these situations:
- A new client consultation is scheduled for tomorrow and client intake has not yet been completed — intake is time-sensitive in this case
- Welcome communication is sent but the client replies with questions about the process, fees, or representation terms — route to agent; the VA does not answer business or contract questions
- A calendar conflict is discovered after the first appointment is booked — flag immediately with options; the agent resolves scheduling conflicts with clients directly
- The client's lender contact is unreachable or provides information that conflicts with the pre-approval letter on file — flag to agent before the lender is included in any introduction
- A client requests a change to their representation terms or asks to bring a third party (e.g., parent, attorney) to the consultation — route to agent; do not modify any terms independently

Hi [Agent Name] — new client setup issue for [Client Name] needs your input.

Issue: [Intake incomplete / client question received / calendar conflict / lender issue / representation question]
Consultation date: [Date and time]
Status of setup: [What has been completed / what is pending]
Needed: [Complete intake urgently / respond to client / resolve calendar / confirm lender contact]

[VA Name]

If the agent is unreachable: Complete all CRM and file setup tasks that do not require agent decisions. Hold the welcome communication and lender introduction until the agent confirms. Log all incoming client questions without responding — the agent responds directly.

12. Tools & Access