Real Estate Agents - A Better Approach to: "I Return Calls Between x and y..."

Jennifer  - That message is, for sure, a turn-off.  Basically, it means the guy doesn't answer his phone at all...he just gets his messages and returns them at the designated time.  It really bugs me when someone consisitently doesn't answer his phone.

Oh well...the strong shall survive.

I agree...I hate that message.

I also hate when people do the daily update (I really don't care if you are in a closing, with a buyer, or laying on the beach) & I hate the ones that have a standard message saying something like...I am currently in a closing with another satisfied buyer, I look forward to BLAH, BLAH, BLAH!  You know these people are not in a closing every time that you call!

I just changed my own long winded message from:

Hi, you have reached Kathleen Manganello of Coldwell Banker.  I am sorry that I cannot take your call right now. Please leave your name, number, & reason for call, all calls will be returned within 24 hours. By the way, I am never too busy for you referrals!

to: You have reached Kathy Manganello with Coldwell Banker. Sorry I can't take your call right now, please leave a message and I will return your call just as soon as I am available. Thank You.

Better???

Kathy

This message makes me feel like I don't warrant conversation time with this person.What if I am not available when he is returning his calls? I don't like it. Good post topic.

Jennifer-

Sounds like your message is striking a chord!  So this to all of you out there: maybe I don't WANT to have a nice day...maybe if my call really was so important, you would have answered and not dumped me to your voice mail  Don't tell me your away from your phone or on the other line, or it's Thursday and you will be in the office all day

Try to keep Brian B out of the message too, I ain't givin' you no referrals (hi Kathy)

Here is mine: This is Chuck, leave a message I'll call you back.

I always feel like I've intruded into unwelcome territory when I get a message like that on a voice mail. 

I always return phone calls as quickly as possible and decide when to answer on a case by case basis.  If I'm in the grocery store with a screaming 2 year old... you are so going to voicemail :)

Jennifer, thanks for the applause, I hope there was a standing ovation with that. I know how you feel about the Oh, by the way...I am just not smart enough (or maybe not soulful enough) to come up with my own.

Chuck...am I still in the initiation stage????? I pay a lot of money to use that line!!! Ha Ha

I agree! There is one agent in our area who, for religious reasons, doesn't work on Sundays and will NOT return calls on that day. So if I need to show one of her listings, I just hope I get more than one day's notice.  : )

I've earned more than one buyer's business by being the first to return a call. That's why I love my headset. I can return calls from the car in between appointments...and still keep both hands on the wheel!

Jennifer...yes, you did type that out loud! you are too funny!

Sue- I guess I don't understand why everyone needs to call an agent to schedule a showing.  Isn't that what secretaries, receprionists, and assistants are for?

I dont necessarily say that I would return calls between this time and that, but I do say, if you call me after 7pm, that I would return call the next business day. I just like to set up an expectation of when not to expect me to call back.

Jennifer, I'm of the same opinion where it makes you seem less important.  The customer is key in all communication although infrequently I am unable to answer immediately.  The point about calling back sooner than you said can be a huge difference.

In Florida you can only legally do business on the phone without prior approval from the party called between 9am and 9 pm seven days a week...so my business hours are just that...but I do NOT state that in my voicemail message...I just let the person leaving the voicemail know I will return their cal ASAP....

PERIOD...

=-)

Whenever I get that message, I make a la-te-da, big deal, who-do-you-think-you-are kind of face into my phone.  and I know they are not going to call me back during those hours.  It's designed to give them structure, but I find it arrogant, and I know very few agents who actually ARE that structured.  IF you ever hear that message on my voice mail... shoot me.

I have never used that script, either, bu I DO like Jennifer's idea of calling them back EARLY...that is great!

Jennifer - don't EVEN get me started on that ridiculous message.  Every time I hear that message, I'm tempted to leave a message as to when they can call me back and when I will be available to answer their call.

As for when I return calls, during 8am-6pm, I return calls within a few minutes to an hour or so (if I'm with a client).  Hubby and I have a phone rule in our house, by the time we sit down to dinner in the evening (betw 6-7), we turn off our phones so that we can have a nice, relaxing and peacefull dinner together.  On weekends, I am generally available unless I have scheduled to take the day off to spend with family or friends.  On those days, I have already contacted my clients and partners a day or two in advance to personally tell them so.

Well, I read all the comments and now I'm going to throw out my 2 cents, hopefully stones won't be thrown at me......:)

I don't work Sundays, it's my family day. I do say in my message that I return my calls at 10am, 1pm and 4pm. I do make it a point to call back before that time. I let people know that I won't be returning calls on Sundays. It does set up their expectations and I've found most people are ok with that, I haven't had anyone complain and I'm sure some people might be turned off and move on.

Now let me explain a little further cos I feel the stones getting ready to fly:) I will answer my phone at different times of the day, I use that message so that when I am in the middle of something I can continue with what I'm doing then get back to returning calls. Let's be honest if we're in the middle of putting out fires for a client and you keep answering calls you get distracted and you lose your train of thought, who is that benefiting anyway?

My kids are 13 and 8. If someone calls me on Sunday and gets mad because I don't answer or I don't return their call, I'm ok with that, my kids are more important. They are kids one time and I don't want to screw that up.

Real estate agents for some reason feel that they have to answer the phone 24 hours a day, we don't. People really do get that we can't be available all the time. The ones they can't deal with are the ones that never return their calls.

One last thing....our office is open 7 days a week, so the agents call there to make their appointments to show our listings so an agent never has to wait around waiting to hear from a listing agent to show a house. In our area that is the norm for the most part.

Jennifer, I love your articles and think you have some great advice, so please don't think I'm trying to argue with you. :)

Hi Pam,

I don't feel that you're arguing! But I'd submit that you don't need to make the "disclaimer" that you'll return phone calls at a certain time - just let calls go to voicemail when necessary and return them as soon as it's reasonable to. Maybe every Sunday morning you can change your message to say that you'll be away all day and will return calls first thing Monday. There's just something elitist about hearing that someone "returns calls at this time, this time and this time" - at least - that's how I feel and many others seem to feel the same way.

Just my thoughts... and you are always welcome to share yours!!!!!

xoxo

Jennifer,

I will definitely think about your suggestion. After reading the comments here and on other posts, I'm starting to get the impression that most agencies don't have phone people to make the the showing appointments. That's a little crazy. Thanks for sharing!!!!