Comments on: Hello!!! Answer the phone! http://agbeat.com/editorials/realtors/hello-answer-the-phone/ News, insights, tools, and inspiration for business owners and professionals Fri, 10 Feb 2012 15:13:36 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Ines http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-6266 Ines Wed, 19 Mar 2008 02:42:46 +0000 http://agentgenius.com/?p=1298#comment-6266 Kelley - my e-mail notification is not working (sorry I never got to your comment) - I never answer the phone during a listing presentation - the rest depends on the situation. I may answer the phone at a showing if the client is walking through a property and doesn't need me - I may answer the phone in the car knowing I can quickly say "I'm with customers right now, I will call you back when I'm done or call Rick". I recently picked up a call while at a TV interview and it was a lady from Canada calling about a rental. I told her to please call me back or e-mail me with her contact information and I would call her back when I was done. That call turned into a sale a week later. Kelley – my e-mail notification is not working (sorry I never got to your comment) – I never answer the phone during a listing presentation – the rest depends on the situation. I may answer the phone at a showing if the client is walking through a property and doesn’t need me – I may answer the phone in the car knowing I can quickly say “I’m with customers right now, I will call you back when I’m done or call Rick”.

I recently picked up a call while at a TV interview and it was a lady from Canada calling about a rental. I told her to please call me back or e-mail me with her contact information and I would call her back when I was done. That call turned into a sale a week later.

]]> By: Kelley Koehler http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4912 Kelley Koehler Tue, 26 Feb 2008 14:52:52 +0000 http://agentgenius.com/?p=1298#comment-4912 Just curious how others deal with the phone while out showing homes, for example. That can kill 4-6 hours of a day, easily. The absolute top guy in my area, not only for production but in reputation, will tell you he always answers his phone even with clients. I think his only exception is during a listing presentation. He tells his clients from the start that he always answers his phone, pointing out the benefit that if they call while he's with someone else, they'll get a quick answer too. So I've seen people do that very successfully, but a part of me still finds that rude. So I don't. But I do tell clients that a quick text or email might be answered more quickly if I don't answer the phone, because I can almost always sneak in a quick response to those things even out showing homes for hours on end. But then of course, that only remediates potential issues with clients, and not with prospective people making calls... Hrm... Just curious how others deal with the phone while out showing homes, for example. That can kill 4-6 hours of a day, easily. The absolute top guy in my area, not only for production but in reputation, will tell you he always answers his phone even with clients. I think his only exception is during a listing presentation. He tells his clients from the start that he always answers his phone, pointing out the benefit that if they call while he’s with someone else, they’ll get a quick answer too.

So I’ve seen people do that very successfully, but a part of me still finds that rude. So I don’t. But I do tell clients that a quick text or email might be answered more quickly if I don’t answer the phone, because I can almost always sneak in a quick response to those things even out showing homes for hours on end. But then of course, that only remediates potential issues with clients, and not with prospective people making calls…

Hrm…

]]> By: Mark Harrison http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4911 Mark Harrison Tue, 26 Feb 2008 13:41:04 +0000 http://agentgenius.com/?p=1298#comment-4911 Well said. At several companies I have REMOVED the voicemail system, because it's forced staff to interact directly with (potential) customers rather than let "the machine" deal with it. There's one Estate Agent (as we call them here in the UK) that I've bought nigh on all my investment property through - ln 12 years, I've never failed to get through to a human being on the first call with his office. Well said.

At several companies I have REMOVED the voicemail system, because it’s forced staff to interact directly with (potential) customers rather than let “the machine” deal with it.

There’s one Estate Agent (as we call them here in the UK) that I’ve bought nigh on all my investment property through – ln 12 years, I’ve never failed to get through to a human being on the first call with his office.

]]> By: Ines http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4897 Ines Mon, 25 Feb 2008 18:59:45 +0000 http://agentgenius.com/?p=1298#comment-4897 :) at Jeremy :) at Jeremy

]]> By: Jeremy Hart http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4896 Jeremy Hart Mon, 25 Feb 2008 18:26:54 +0000 http://agentgenius.com/?p=1298#comment-4896 Different methods - agreed. It's a sore subject for me when agents pick up the phone while they're showing clients. It does not help our credibility. By the same token, neither does returning voicemails. You're obviously doing something right, if you return voicemails as quickly as you return comments on this post! Different methods – agreed. It’s a sore subject for me when agents pick up the phone while they’re showing clients. It does not help our credibility. By the same token, neither does returning voicemails. You’re obviously doing something right, if you return voicemails as quickly as you return comments on this post!

]]> By: Ines http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4895 Ines Mon, 25 Feb 2008 17:39:17 +0000 http://agentgenius.com/?p=1298#comment-4895 Jeremy - I agree with you. When we are with a client we don't answer the telephone but make sure to return that call ASAP after we are done. When I meet with someone, I want them to give me their attention and I do find it rude when they answer the phone and constantly interrupt. (do unto others......?) Everyone has their own methods - but it's about quick response and returning those calls as quickly as possible. Jeremy – I agree with you. When we are with a client we don’t answer the telephone but make sure to return that call ASAP after we are done. When I meet with someone, I want them to give me their attention and I do find it rude when they answer the phone and constantly interrupt. (do unto others……?)

Everyone has their own methods – but it’s about quick response and returning those calls as quickly as possible.

]]> By: Jeremy Hart http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4894 Jeremy Hart Mon, 25 Feb 2008 17:28:26 +0000 http://agentgenius.com/?p=1298#comment-4894 nice job, Ines. The one exception I might take, however, is in the belief that you answer the phone when it rings. I disagree with Larry that you answer the phone when with a client - if you're with a client, I'm of the belief that THAT client is the most important one you've got. Putting the person in front of you on hold while "you just take this one call" is rude, IMO. I realize there are e ceptions, perhaps you just make it known up front that you're waiting on a call and you'll have to take it. Other than that, I can see no good reason to make sure you're always there. Maybe a daily change of your voicemail to give callers an approximate idea of when you're in meetings vs. when you're available? nice job, Ines. The one exception I might take, however, is in the belief that you answer the phone when it rings. I disagree with Larry that you answer the phone when with a client – if you’re with a client, I’m of the belief that THAT client is the most important one you’ve got. Putting the person in front of you on hold while “you just take this one call” is rude, IMO. I realize there are e ceptions, perhaps you just make it known up front that you’re waiting on a call and you’ll have to take it. Other than that, I can see no good reason to make sure you’re always there. Maybe a daily change of your voicemail to give callers an approximate idea of when you’re in meetings vs. when you’re available?

]]> By: Ines http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4893 Ines Mon, 25 Feb 2008 17:12:23 +0000 http://agentgenius.com/?p=1298#comment-4893 Teresa - you always manage to crack me up!! .....and then there ARE those calls that you wish you had never answered! ;) Teresa – you always manage to crack me up!! …..and then there ARE those calls that you wish you had never answered! ;)

]]> By: Kim Wood http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4892 Kim Wood Mon, 25 Feb 2008 17:08:33 +0000 http://agentgenius.com/?p=1298#comment-4892 Thanks for kicking me in the butt. It looks like I lost a listing because my client called my Work phone # (she had my cell), and left message there Sunday @4pm. Monday @10am I picked up messages and called her back. "Oh. I gave you until 9am, so I called someone else". She doesn't even want to talk. Unless this person screws up royally she'll get a listing I was gonna have. My bad! I know! Like SC said, I should have forwarded the calls, so I'm completely chained to all calls! Thanks for kicking me in the butt.

It looks like I lost a listing because my client called my Work phone # (she had my cell), and left message there Sunday @4pm. Monday @10am I picked up messages and called her back. “Oh. I gave you until 9am, so I called someone else”. She doesn’t even want to talk. Unless this person screws up royally she’ll get a listing I was gonna have.

My bad! I know! Like SC said, I should have forwarded the calls, so I’m completely chained to all calls!

]]> By: Teresa Boardman http://agbeat.com/editorials/realtors/hello-answer-the-phone/#comment-4891 Teresa Boardman Mon, 25 Feb 2008 16:57:12 +0000 http://agentgenius.com/?p=1298#comment-4891 I just answered the phone, and I am so sorry that I did. I always answer my phone. Bad habit. I just answered the phone, and I am so sorry that I did. I always answer my phone. Bad habit.

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