The hard work by the acquisitions team is complete, and the client has now settled on their property! We now take the reins back to ensure our service continues beyond the property purchase. We want our clients to see this as a long-term partnership where we help them advance their portfolio to the next level with our ongoing support.
The purpose of the post-settlement call and reinforcing the ongoing relationship
The post-settlement call strengthens our client relationships by allowing us to reconnect, understand their purchasing experience, and gather valuable feedback. It's also the perfect time to set expectations for future portfolio reviews and discuss the ideal timing for growing their investment portfolio further.
The call is also an important opportunity to remind clients that you are their dedicated strategist and main point of contact for any questions about their investment journey, strategy, or research.
Post-settlement process flow
Below is the process for reconnecting with your client. Always prioritise phone calls over messages to maintain a personal connection. If you're unable to reach the client by phone after multiple attempts, you can use the message template below.
Completing the post-settlement call
See below for guidance on completing a post-settlement call with your client. Typically the post-settlement needs to be completed on the date, 2 weeks after they settle.
Call Outline
- Warm congratulations & reassurance
- Express gratitude & gather feedback
- Outline next steps - ongoing support & market insights
- Follow up on any seeds planted from previous conversations (SMSF, selling an underperforming asset, second opinion broker, etc.)
- Book them in for their next review
- Testimonial/Case Study/Review requests
- Reiterate you’re here for support and get them to save your number
Example Phone Script
Warm Congratulations & Reassurance
Hi <Client Name>, just wanted to call personally and say a huge congratulations! Settlement is done, and you officially own an incredible asset. You should be really proud, this is a big milestone!”
“This property is the perfect fit for your portfolio and I am positive that within 12 to 18 months you will be in the equity position you need to be to achieve [mention relevant client goal: capital growth, cash flow, portfolio expansion]. This was a strategic play, and we’re excited to see it perform for you.”
Express Gratitude & Gather Feedback
“More than anything, I just want to say thank you for trusting us. We know property investing is a big decision, and we take that responsibility seriously. Your experience matters to us, so I’d love to hear from you, what did you find most valuable about working with us? And was there anything we could have done better?”
(Pause for response - dig deeper if needed: “That’s great to hear! Could you expand on that a bit?” or “Noted! We’re always looking to improve, so I really appreciate the insight.”)
Thank you for trusting us with your property purchase. We appreciate your continued support.
Outline Next Steps – Ongoing Support & Market Insights
“Now that settlement is complete, the real journey begins, and we want to make sure you get the most out of your investment. So here’s what happens next:”
Within the next week, you’ll receive the first of several guides and resources we’ll be sending over the next year that will help you get the most out of your investments, this first one’s about managing your property effectively.
Following that, we are putting together a guide on how to stay on top of your finances with some tips and strategies that we’ve sourced from our founder Arjun, who’s personal portfolio has tipped over $20million, as well as our partners in financial planing, accounting and brokerage.
As well as that, every quarter we conduct a thorough review of the nations housing markets. These insights are shared with you so you can stay across the regions we are looking to enter, the ones we are exiting, as well as the annualised historical growth to date. You can also book in if you want to discuss locations for your next potential investment.
When we hit the 12-month mark, we’ll work through some valuation estimates on your property and review your next steps in the strategy.
Book in review - Select applicable below:
- <If immediate repeat opportunity> Now I know based on our last chat, there were plans to purchase again based on your portfolio plan and based on my assessment, we're in a good position to go again. The first step would be to chat with your broker to assess borrowing capacity again and get estimated numbers. Then I think it would be good to catch up to update the plan and time for the next one, it won't be as long as the last one just a quick review, let’s book in a time now as a placeholder?
- <If they decline> No problem, what do we see as the main blocker stopping us from expanding the portfolio? What needs to change for us to continue the journey? (This part is important to keep them accountable for your next meeting)
- <If no repeat opportunity> Speaking of that review, let’s get a placeholder in the calendar now, somewhere towards the back end of your 12-month mark from settlement. This way, we’ve got a date locked in, and we can adjust closer to the time if needed. Looking at the calendar, how does [suggest date & time] work for you?” (If they hesitate: “No pressure at all, it’s just a placeholder so we’re ahead of the game. We’ll touch base closer to the time and adjust if needed.”)
If anything changes regarding <limitations> prior to our annual portfolio review, then please reach out for a chat as there may be a great opportunity to speed up your journey to achieve your goals.
Testimonial request (Very happy client or multiple purchases with us)
I want to take a moment to say how fantastic your progress has been so far. Congratulations on having the courage and vision to invest in not just one, but [X] properties! Did you know that this achievement places you among the top [X]% of investors? Well done!
Your journey and success are so inspiring, and we think they can really motivate others who are just starting out. That's why we’d love to hear from you. Would you be up for sharing a testimonial about your experience with us? You don’t have to at all, no pressure.
<Await response?>
Your feedback is super important for our growth and helps inspire future investors. Your story could be just what someone else needs to take their first step.
To make it easy, our team will send you a few questions via "VocalVideo," a platform where you can record and send your responses. It’s really simple to use, and your testimonial might be featured on our website, sent to clients, or included in our marketing materials.
So I’ll do an introduction to Tom, he runs this and let them know you’re keen!
Ask for a Google Review & Referrals (If no testimonial requested)
“One last thing before I let you go, if you’ve enjoyed working with us, we’d love if you could leave us a quick Google review if you are comfortable to do so. It helps others who are on the fence about investing and also lets our team know we’re making a difference. I’ll send you the link right after this call, would really appreciate it!”
“Also, please feel free to introduce me to anyone whom you think could benefit from getting some clarity around property investing, if they are thinking about buying but need some advice then let me know - Should they sign up with us then we do offer a referral incentive, just reach out if you are curious on how that works if or when you need it.”
Wrap up
“Alright, that’s everything for now. If I have any updates from now and when we catch up I’ll reach out, so please save my number as well. Again, massive congrats. it’s an exciting step forward, and we’re here for the long run. Looking forward to catching up at your 12-month review, but of course, if you ever need anything in the meantime, just reach out!”
If you can't reach the client by phone after several attempts, use the message script below as a final option.
Example post-settlement message script
Hey [Client’s Name],
Just wanted to say a huge congratulations! Settlement is done, and you officially own an incredible asset. You should be really proud, this is a big milestone!
Now that settlement is complete, the real journey begins, and we want to make sure you get the most out of your investment. So here’s what happens next:
Within the next week, you’ll receive the first of several guides and resources we’ll be sending over the next year that will help you get the most out of your investments, this first one’s about managing your property effectively. The one after is on staying on top of your finances with some tips and strategies that we’ve sourced from our founder Arjun, who’s personal portfolio has tipped over $20million, as well as our partners in financial planing, accounting and brokerage.
We also regularly conduct a thorough review of the nations housing markets. These insights are shared with you so you can stay across the regions we are looking to enter, the ones we are exiting, as well as the annualised historical growth to date. You can also book in if you want to discuss locations for your next potential investment.
At the 12-month mark from settlement, we’ll reconnect for a review. Looking at how your property’s tracking, some updated valuation estimates, and mapping out your next steps in the strategy. I’ll go ahead and lock in a placeholder for that now so it’s in the calendar, we can always tweak it closer to the date if needed.
That’s it from me for now. I’ll stay in touch if anything comes up in the meantime, and of course, if you ever have questions, just reach out.
Again, massive congrats, it’s an exciting step forward, and we’re excited to be part of the journey with you.
How to book a client review in
- Open Calendly
- Go to calendly.com
- Find the Event Type
- On your Calendly dashboard, locate the event titled “Portfolio Strategy Review”.
- This may appear under “My Calendly” depending on your view.
- Book the Meeting
- Click the “Book meeting” button next to the Portfolio Strategy Review event.
- This allows you to book a time on behalf of the client (rather than sending them a link).
- Choose Time & Enter Client Details
- Select a suitable date and time for the meeting.
- Enter the client’s name and email address if prompted.
- Add any relevant notes if necessary for internal visibility.
TIP: There is an ‘Override available times’ button that you can use to override buffer times or other event availability
- Confirm the Booking
- Click “Schedule Event” to lock in the time.
- The client will receive an automatic confirmation and calendar invite from Calendly.
Post-settlement call actions
Here’s a video to show you how to finish up once you’ve wrapped up your call with the client!
EDIT: Don’t forget to also tick off your task for completing the post-settlement call in the portal!
Moving the agreement to ‘Post-Settlement / Completed’ and the client status to ‘Awaiting Review’
Now that we’ve completed the post-settlement call, we want to close off the agreement so we know everything has been completed!
Firstly, the easiest place to locate all the ‘Settled’ agreements is in the ‘Strategy: Settled: Your Name’ view, in the Agreement records
The first action is to update the agreement status to ‘Post-Settlement / Completed’.
After this, we'll update the client's status from 'Active Client' to 'Awaiting Review' on Attio. This indicates they've completed their current agreement and are in a holding period until their next review, during which we won't need to proactively check in with them.
Updating tasks
Make sure to set your tasks on the client profile for the 12-month review. This is only required if you haven’t already booked in the portfolio review in 12 months.
All of these tasks should be completed within one month of settlement.
Now that you’ve completed your post-settlement call and added all your tasks, make sure you tick off the ‘Post Settlement Call’ task in the client workspace!
Client nurture post-settlement
Once a client has settled on a property, our job isn’t done—it’s just the beginning of their portfolio-building journey. To ensure ongoing engagement, education, and strategic support, we have two key automated nurture sequences in place:
1. Monthly Educational Insights (12-Month Nurture Sequence)
Clients who have settled on a property will now receive quality, strategic insights from us every month—focused on managing and scaling their portfolio. Instead of radio silence for a year, they’ll stay connected with us, reinforcing your expertise as their strategist and keeping them engaged for the long run.
How it works
- Each client is enrolled into an evergreen, sequential email series that runs over 12 months upon settlement.
- The emails appear to come directly from their strategist, keeping the relationship warm and personal.
- The content is designed to support portfolio reviews, referrals, and repeat purchases by providing ongoing value.
What clients receive
Each month, clients receive educational insights aligned with their portfolio journey. The content alternates between:
- Educational topics – Covering key principles like compounding, property management, structuring strategies, finance insights, and scaling a portfolio.
- Real-life case studies – Bringing these concepts to life with tangible examples, reinforcing previous learnings and demonstrating success with our other clients.
By maintaining a steady stream of valuable insights, clients remain engaged, informed, and more likely to take action when the time is right.
Chapter 1 - 
Chapter 1: Property Management 101
Chapter 3 - Chapter 3: The Power of Compounding
Chapter 4 - Chapter 4: Alternative Buying Strategies
Chapter 5 - Chapter 5: Commercial Property Investment
Chapter 6 - Chapter 6: Keeping the Momentum
Chapter 7 - Chapter 7: Maximising Your Potential
Chapter 8 - Chapter 8: Advanced Investment Strategies
2. Regular Research Updates
Every 4 months, when our research is refreshed, clients receive an update directly from their strategist. This ensures they are always informed on market movements and new opportunities, helping them stay proactive in their investment journey.
Market & Research Update – Process Flow
Step | Action Required | Automation Required | Automation Build Notes | Manual Action Required? |
Step 1: Prepare Market & Research Update | Junge to prepare all market research and reports | No | Yes | |
Step 2: Workshop with Strategy Team | Junge to present a deep dive into research to the strategy team | No | Yes | |
Step 3: Reports Published on Portal | Junge/Ankit to push updated market categorisation and reports to the IKIT Portal | No | Yes | |
Step 4: Run Workflow in Attio | Adrian to execute workflow to trigger email sequence for all clients to receive the update email | Attio:
- Pulls all clients from client list excluding field ‘Status - Strategist’ = No Follow Up
- AND Agreement Status =/= Agreement Signed, Brief Creation Only, Portfolio Strategy, Searching, Presenting, Submitted Offer, Offer Accepted, Exchanged, Refunded or Cancelled
- AND Strategist =/= Chris Huxter
- Pulls relevant Strategist from ‘Strategist’ field
- Sends to Ortto | Yes | |
Step 5: Update Email Sent | Email automatically sent to clients from their strategist | Ortto:
- Sends email to clients from tagged strategist
- Template with custom booking link for each strategist | No | |
Step 6: Portal Message to active searches | Email manually sent to clients from their strategist, where brief has been updated | No | "Hey [Client’s Name],
We’ve just wrapped up our latest research refresh, and there are some really exciting updates now live in your portal - including the updated market categorisation and macro research reports.
Off the back of that, I’ve gone through your brief and updated your search with new locations that I felt line up well with your portfolio strategy. These are areas where we’re seeing strong signs in the data and research that suggest great potential moving forward.
If we do find something in one of these locations, we’ll walk you through what we like about the area in our presentation - why it’s come up in the research, and where the opportunity is.
If you’re curious about anything in the meantime or want to chat through a location, feel free to reach out, I’m always happy to talk it through.” | Yes |
How it works
- Each client receives an automated email appearing to come from their strategist.
- The email highlights key updates, including:
- Changes to market categorisation charts
- Updated cycle positions of markets
- Markets that we are no longer purchasing in
- New markets that have been added to our buying regions
- The email links directly to the updated research in the portal, making it easy for clients to review the insights.
- A Calendly link is included, allowing clients to book a time with their strategist if they’d like to discuss any new opportunities.
This automation creates a natural re-engagement point, giving clients a reason to check in and, in many cases, accelerate their purchase timeline when they see a market that interests them.
How you should leverage these automations
These automations are designed to save time while keeping clients engaged—but they don’t replace the value of manual interactions. Instead, you should use these touchpoints as a foundation for deeper engagement.
- Monitor client responses – If a client replies to one of these emails, take the opportunity to engage them in a meaningful conversation.
- Use insights as a conversation starter – Refer back to recent nurture emails when speaking with clients. For example: “I know last month’s email covered structuring strategies—have you thought about how that applies to your portfolio?”
- Proactively follow up on research updates – If a client clicks through to review the research but doesn’t book a call, consider reaching out to gauge their thoughts.
- Personalise your outreach – These automations keep clients warm, but adding personal touchpoints where needed will enhance the relationship and move them closer to action. Make sure you note the personal things about their life in your calls.
By combining automation with strategic manual interactions, you’ll keep clients engaged, reinforce their confidence in our expertise, and ensure they stay on track with their portfolio goals.
Testimonials
Booking Email
Subject: Thank You for Sharing Your Experience!
Hey [Client First Name],
Thank you so much for agreeing to share your experience! We’re thrilled because there’s nothing more powerful than real stories from real people who have been where our potential clients are right now.
By sharing your journey, you’ll be helping others make confident decisions. Your story could be featured in a variety of ways:
- On our website, where new visitors can connect with your story.
- In direct communications with clients who could use your insights.
- In emails to our database, reaching people eager to hear from someone like you.
- Across our social media, inspiring a wide audience.
Your words could genuinely make a difference for someone else.
Here’s the link to complete your testimonial - https://vocalvideo.com/c/investorkit
If you have any questions, just reply to this email, and I’ll be happy to help.
Once you’re done, we’ll add a little polish through editing and just like that, you’ll be part of the InvestorKit legacy! 👑
Thanks again for helping us inspire and guide others on their journey!
FAQs
FAQ - Complaint handling
I’ve had many maintenance issues with my property since purchase, why weren’t these picked up?
- I wanted to address a few points when we consider repairs as part of the investing journey.
- Firstly, I want to acknowledge that it can feel frustrating that more repairs have come up, however, there is no perfect definition of normal when it comes to repairs.
- I’ve purchased multiple properties and seen it fall under three scenarios:
- Death by a thousand cuts - where you have lots of little things that build up
- Nothing comes up for the first few years and then you’re hit with a bunch of repairs
- Multiple things coming up at the start, and then you hear very little for a long time after that
- Now all these scenarios happen and are very common, but naturally, it can feel more frustrating in scenario 3 as the repairs have occurred earlier in the journey and it feels like there are ‘more’, but in reality, all three scenarios have the same outcome.
- Secondly, if we went back in time, we couldn’t have done anything differently. We do all the checks with the video inspection, and hiring an external professional to do the building and pest checks. As we can see from the thousands of purchases we do, this is the best way to mitigate risk by doing both checks, but there’s always the chance that things come up. You can do all the checks and balances but sometimes these things are unforeseen.
- Lastly, when we provided our building and pest email summary, it was highlighted that minor things would likely come up post-settlement as in South Australia, they don’t do pre-settlement inspections. Unfortunately, they don’t follow similar practices to the other states, but these small items are the cost of doing business there. (SA example)
- However, we also need to consider the upsides and the controllable factors in which we purchased this investment for you:
- We pushed back and fought against the building and pest inspector and managed to get that fee fully refunded for you to cover the items they may have missed, but might not have been able to actually be negotiated. Drainage is not an issue that any building and pest inspection covers, they can appear serviceable as noted by the report but would need a plumber to extensively inspect. Similar to electrical and other inspections, there are many checks we can do, but the list never ends, and this wouldn’t be worth it for you or any of our clients (Change to non-b&p issue)
- We appraised rent at $575pw and achieved $620pw, that’s an amazing rental outcome and yield for your investment, especially for Adelaide, with an annual amount close to $2500 extra in rental income (Change to actual numbers)
- In our calculations we factor in 2 weeks of vacancy and a week of letting fee, with a tenant moving every single year. This is not going to happen any time soon as we have purchased in a strongly undersupplied area of Adelaide, and we have notice periods so vacancy periods will be very short if any. Adding on to this is our factored-in maintenance, which gives you a budget of over $2800 per year that has been factored into our calculations
- In May alone, Reynella’s median price has increased by 2.1% (Corelogic) which is over $14k for your property in one month’s growth!
- Money in vs money out
- Once we factor all of the above, I think it paints a good picture that just from the extra rent and our allowances we have a healthy budget for maintenance items that would inevitably occur.
- If we don’t consider the upsides we have in rent and vacancy periods, we could also think of taking off 1% in growth ($7k budget) for your property for this month. If your property continues to do 1% ongoing, that’s still double-digit growth, far exceeding the national median of 5-7%.
- The issues that you both have experienced are ‘normal’ and I completely understand how you both feel. A very similar situation happened to me when I purchased my property in 2022 in Perth but with a much worse outcome. I spent around $7.5k in both 2022 and 2023 doing repairs, I didn’t get any funds refunded for the building and pest inspection which missed items that should have been picked up, and my rent was just at the appraised level.
- Naturally, this was upsetting, but I took a step back in my thinking and realised that firstly the number of repairs is temporary, this couldn’t continue to happen every single year. But most importantly, my property was similar to yours, experiencing strong growth that clearly outweighed the maintenance, and I was on the right plan to significantly grow my wealth through a solid investment in a well-researched area. I felt comfortable knowing that I still made the right decision, which is what I hope you both feel too.
- If we factor all the costs here, it’s about x% of your property growth, and every year we go on, this becomes a lesser value, not inclusive of repair and renovation deductions
- Even if we just factor 1% over 5 years for maintenance, that is x% that we can spend, which is much more than what we’ve incurred
- I’m on hand to talk through any of the above points, we are here to grow your wealth in the right way and guide you on the journey. I hope the above helped in thinking about the big picture, that we’re executing on a plan that will get you to your goals, and despite the small issues that we have to take on as landlords, this is absolutely a step in the right direction.