CityOS Active Buyer Playbook: From Lead to Closed Loan
A complete system for serving buyers and building loyalty throughout the home buying journey.
What This Playbook Solves
Most buyer leads get lost in the shuffle, and even the best referrals can fall through without structure. The Active Buyer Playbook gives you a full roadmap to:
Convert leads into clients
Turn inquiries into committed buyers with proven strategies
Communicate like a pro
Master interactions with buyers and agents throughout the process
Ask for referrals (and get them)
Build a referral engine that generates consistent business
Cross-refer to other professionals
Create valuable partnerships that benefit your clients and business
The Buyer Journey: 4 Core Stages
Lead → Pre-Approval
Capture and convert quickly
Pre-Approved & Shopping
Stay top-of-mind and support the search
In Process
Close with confidence and clarity
Post-Close & Anniversary
Retain, refer, and re-engage
Each stage has built-in automations and best practices from Total Expert and Radiant Chat, designed to keep you connected with clients throughout their journey.
Tools That Power This Playbook
Total Expert Journeys
  • Lead nurture, shopping, in-process, and post-close
  • Anniversary campaigns and alerts
  • Partner updates and co-branded outreach
Radiant Chat
  • SMS and Ringless Voicemail follow-ups
  • SmartLists by stage
  • Phone call prompts for Tuesday updates and referral asks
Cross-Referral Opportunity Tracking
  • Insurance
  • Financial Planning
  • Moving / Utility Concierge
  • Realtor partners
Stage 1: Lead → Pre-Approval
Your Goal: Respond fast, build trust, and deliver clear next steps.
Respond Quickly
Text or call within 5 minutes of receiving a lead
Offer Pre-Qualification
Use HomeIQ buyer pre-qual if they're not ready for a credit pull
Assess Realtor Status
Ask about Realtor relationship and match to a Realtor if unrepresented
Sample Language: "Want to find out what you qualify for in 60 seconds—no credit pull or paperwork? Go to: https://buyerprequalify.com/connect"
Referral Triggers: "Are you working with a Realtor yet?" → "Would you like me to refer a great agent in your area?"
Stage 2: Pre-Approved & Shopping
Your Goal: Stay visible and valuable while they house hunt.
Weekly Check-ins
Send text check-ins via Radiant Chat to maintain connection
Update Pre-approvals
Offer updated pre-approvals as needed during the search
Agent Communication
Keep Realtor looped in with weekly Tuesday updates
Offer Strategy
Encourage scheduling strategy calls for offer readiness
Agent Update Script: "Hey [Agent Name], just checking in—[Buyer Name] is still shopping. Let me know if we need an updated letter or any special terms reviewed."
Referral Triggers: "Do you need help getting an insurance quote?" → "Know anyone else looking to buy soon?"
Stage 3: In Process (Under Contract)
Your Goal: Deliver a smooth close with proactive updates.
Agent Introduction
Introduce yourself to the listing agent within 24 hours of offer acceptance
Weekly Updates
Provide Tuesday status updates to buyer and both agents
Milestone Notifications
Use Radiant Chat to send ringless milestone voicemails
Support Materials
Offer insurance checklist, closing timeline, and other resources
Agent Communication Scripts
Listing Agent Introduction Script (Post Acceptance)
"Hi [Listing Agent Name], I'm the lender for [Buyer Name] on [Property Address]. Just wanted to introduce myself. I'll make sure you and the buyer's agent stay updated each week so we have a smooth closing. Please let me know if you need anything on your end."
Tuesday Update Script (Both Agents)
"Here's where we are this week: [update]. Still on track to close [date]. Let me know if either of you need anything."
Milestone Update Script
"Great news! We've cleared [milestone] on your loan. We're still on track to close on [date]. Let me know if you have any questions!"
Pre-Closing Confirmation Script
"We're all set for closing on [date] at [time]. I've reviewed the final numbers and everything looks good. Do you have any last-minute questions before the big day?"
Stage 4: Post-Close & Anniversary
Your Goal: Stay in their life, earn referrals, and get repeat business.
Celebrate
Send closing text, ringless voicemail, handwritten card or digital gift card
Monitor
Enroll in Total Expert equity and rate watch alerts
Request
Ask buyer and agents for online reviews
Engage
Invite the listing agent to a Realtor Edge Demo
Listing Agent Close-Out Strategy
Building relationships with listing agents creates a powerful referral pipeline. Use this opportunity to showcase your value and establish ongoing partnerships.
Express Appreciation
Thank them for their professionalism
Offer Value
Propose a demo of your Realtor support tools
Schedule Follow-up
Send a calendar link for convenient booking
Listing Agent Close-Out CTA: "Thanks again for your professionalism on this deal. I'd love to show you a 20-minute demo of how we support our Realtor partners with listing marketing, open house tools, and buyer referrals. Want me to send over a calendar link?"
Partner Communication Best Practices
Regular Updates
Send weekly updates to buyer's and listing agent
Referral Notifications
Notify partners when leads are referred to them
Co-branded Marketing
Use co-branded materials for buyer presentations & open house support
Performance Tracking
Track referrals and performance inside CityOS
Included Tools for You
Total Expert Journey Templates
Pre-built automated marketing sequences for each stage of the buyer journey, designed to nurture leads and maintain engagement throughout the process.
Radiant Chat SMS/RVM Scripts
Ready-to-use text message and ringless voicemail scripts for consistent, timely communication with buyers and partners at every milestone.
Closing Checklists & Templates
Comprehensive resources including referral ask libraries, agent scripts, demo invitations, buyer checklists, partner directories, and anniversary templates.
Your Next Steps
Become the most referred lender
Build a referral-based business
Schedule Realtor Edge demos
One demo per closed loan
Ask for referrals at trust milestones
Build referral habits
Tag leads by buyer journey stage
Organize your pipeline
Implementing this system allows you to show up strong at every stage, support both sides of the transaction, and become the most referred lender in your market.
Launch the Active Buyer Playbook Now
4X
Referral Increase
Average growth in referral business
98%
Client Satisfaction
Happy clients who feel supported
35%
Faster Closings
Reduction in closing timeline
Show up strong at every stage. Support both sides of the transaction. And become the most referred lender in your market.