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How can a small biz compete?

I'm going to keep this one very short. I've been in some kind of sales for 8 years now, and I've seen all kinds of gimmicks to try to garner business. Free this, free that and so on. I must admit that I've tried a few with limited success at best. Most of the time it was a waste of time and energy.

Would you like to know the secret to making you and your business stand out in the crowd? Here it goes. Are you ready to be blown away? OK, enough suspense. This is the BIG secret: answer the phone. That simple. I always try to answer the phone. Even if it's just to ask them if I can call back, I try to answer. Sure, there are times when I just can't. We all have that. But, I will then try to call back as soon as possible. More than anything I've ever done in business, the one thing that has gotten me the most compliments is that I can be reached. It's that simple. With so many companies, big and small, using an answering service or a maze of press 1, then 2, then 4, now stand on your head and whistle Dixie, all you have to do is answer the phone and you have put yourself at the top of the food chain.

Brodie Brown
Browntree Home Inspections

Posted by Brodie Brown on 08/14/2009 06:23 AM

Comments (58)

browntree, home inspection

58 Comments on How can a small biz compete?

AUG

BINGO!

Brodie. Yeppers....how often do we hear, "I called a few realtors but I can't get them to call me back." You won't have to call them back if you answer in the first place.

Absolutely correct! Thanks for reading.

Hey Brodie, you are so right on this one. I had a client here in the Poconos who always told me, 'Rick, you're the only person up here who answers the phone. Then I referred him to an excavator and next time I saw him he said, "Now I have two people who answer the phone, you and BFB Excavating. Later on as our relationship grew I sold this client a piece of alkefront land and then recommended a builder. Next time I saw him as you can imagine he said to me, "Rick, now there are three people who answer the phone in the Poconos, Pocono Mountain Lakes Realty, BFB Excavating and You're The Builder! Funny how thigns really get done when you answer the phone. Great Post!

Thanks Rick. I get so tired of hearing about the gimmicks, when all you have to do is the simple things to stand above the crowd.

Yup! It's amazing how simple it is! Potential new clients are amazed that we call them within 5 minutes or so of contacting us via the net. A simple phone call from an upbeat positive person....is the beginning of business.

Success is sometimes just being there !

You just did the Readers Digest version of War and Peace.

Brodie, a simple but effective strategy. With all the technology today, it's often hard to get someone to answer the phone. Congratulations on the feature.

I agree! There is nothing more flustrating to a consumer than to reach a recording when you want to speak to someone. When that happens, they usually call someone else until a live person is reached. Being available, answering the phone personally or having someone to answer the phone is a big key to a successful business.

You hit the nail on the head! Everyone is so busy multitasking in today's busy environment that it's not always easy to reach a live human being when you call an organization. We've signed quite a few new clients over the last year who told us we were the first to pick up the phone or the first to respond to their voicemail. It's a simple strategy but it definitely works.

Great post Brodie! I laughed out loud. It's so true, answering the phone is so simple and effective.

Well put! I cannot even say how many businesses I have called recently and they don't even answer their phone! Not to mention, if you leave a message, rarely does one even call you back. How do you expect to stay in business without attending your phone or at least responding to messages in a timely manner? Some people aren't lucky enough for their phone to ring in the first place... so when it does, you need to answer.

Hi Brodie ~ Saw the title and didn't know what to expect...Such pearls of wisdom...You are so right! I had to smile, it's so simple, and yet apparently so difficult for some! BTW, that goes for email too - Checking emails every couple of days doesn't cut it!

I am amazed at the number of Realtors that don't answer thier phone or call me back. Simply amazed. Twice I think I could have sold a home with just a simple question answered, but we moved on.

Once there were conflicting stories about a refer staying or not and for half an hour I tried three different listed numbers and couldn't get an answer. Again, my clients decided to move on.

Hi Brodie,

I agree with you and everyone else here. It's amazing how many Realtors don't answer their phone. Bu it's more amazing how many never even call back. And I've seen a lot of mortgage lenders that are the same way.

Thanks for the post.

Morning Brodie, With everyone trying to make this business so difficult it is nice to see someone has it down to this: Answer your phone ! Well done !

Communication is the key. When people call, you have to respond.

I have seen so many big name real estate companies with many REOs who specifically tell you that they will not answer the phone, and that is SUCH a large turn off. BRAVO!

I must say you are absolutely correct. Realtors are notorious for NOT answering their phone. It is so frustrating. Either that or they dont have a working number on file with MLS. I have even called a few brokerage offices that don't EVER answer their phone. I always have to ask myself... "Why are you in this business???"

You are absolutely right! When clients know that you are easily accessible, they will try to access YOU, not your competitor. Answering e-mails quickly is also effective.

Always amazing how simple is so hard for some. I of course always answer my phone unless I am showing or on an appointment. I do believe that who ever is in my face takes priority. If I am showing you will hear a message that I am and when I will be finished to return calls. It is all about communication!

Brodie,

It is very frustrating when you just want to talk to someone and all you get is a recorded message telling you to press 1 2 or 3 what it you want option 4!!!! Thank you for posting this very simple but effective suggestion "Answer Your Phone"

Sharon

Brodie,

I could not agree more. there is business out there if we will just do the basics.

The only thing I'll add is that it's more than the phone today. If someone chooses to call Realtors (or inspectors, or Lenders, etc) on the phone - the one who answers is most likely to get the business.

Same goes though, if the client chooses NOT to use the phone.

You're so correct - gimmicks don't work - responsiveness does - but don't limit it to the phone. Some clients don't want to talk on the phone - they may just want to email or TXT or Tweet, or whatever. Responsiveness not only means speed - it means adapting to the chosen communication of the client.

If I get an email or a web lead from a new prospect I email them AND call them (if there's a number). They'll let me know soon enough how they want to work.

Wods of wisdom, indeed!

Excellent advice - especially for those of us who are extroverted introverts!

Brodie - you're kind of a "keep it simple stupid" follower in business I take it? More times than not, it's this kind of philosophy that works more than any other!! Congrats on the feature.

Customer service? What a novel idea. I'm amazed at how often I hear from people that so and so didn't call them back. This is the easiest way to separate youtrself from the rest of the pack.

Great post. Answering the phone such a simple yet effective way of first acquiring business and then keeping it.

You so hit the nail on its head. What I always want to know is "how can you NOT answer the phone?"

Michael

Good Post. Returning phone calls promptly willl also put you in the top 10%.

Brodie,

This should be so basic that no one needs to be told. Regrettably, this post is very necessary. I am very frustrated by the automated phone systems even the smallest of companies and organizations seem to feel they need to put a barrier between themselves and their customers. Whatever happened to receptionists?

Brodie...I"m not following you? Is there a course on it? I guess it's so complex. I'm really not feeling comfortable with this topic. I"m sure there's someone who has answered the phone b/4, but I just can't. I type, I text and I wave.....isn't that good enough?

I want to thank each of you for your comments and for taking the time to read my post. It's also very good to know I'm not alone in my thinking. Have a great weekend everyone!

Answer the phone, return calls promptly, return emails promptly . . .

Brodie, answering it or following up back with them promptly (same with email) REALLY sets you apart. Many businesses DO NOTHING with a lead or inquiry. AMAZING!!

I answer my phone and follow up real fast if I dont. It makes a huge difference and its so easy.

Brodie: Seems so simple and yet so many don't. Worse yet, they don't return calls either. Amazing how anyone survives in business with a "I am too cool to talk with you" business practice.

Brodie, This sounds like way too much work. You mean I actually have to answer the phone?

Brodie, I read a great business book about 20 years ago, entitled, "Showing Up For Work." As you state, it's the simple act of doing something that separates winners from losers.

Good point.......the only thing that makes me angrier than having to push buttons to get someone is having to tell the machine what I want!

Cant have business if you dont answer your phone. It's as simple as that.

Absolutely! While everyone has "those days" when you can't get off the phone long enough to answer the call waiting...or you're out with clients or in meetings...this is the number one thing I tell my agents. Answer your phone. Return calls promptly.

Hi Brodie -- You are so right. There is one agent in our local marketplace who does this all the time and she is very busy and manages to answer it most the time, it's so refreshing, and I'm sure clients appreciate it even more.

Hi Brodie. Great point though some people don't answer.

AUG

Brodie - This is so true, answering the phone is key. If the consumer is like me most time when I get an answering service I hang up.

Gotta charge that bluetooth! Where is that thing?

It is a no brainer with cell phones. No excuse not to.

I was showing a listing to cash buyers and could not get the lockbox open because the agent had given a different code to the showing service. I called the showing service who could not reach the agent, I called, no answer, called her office, they couldn't reach her, meanwhile I'm getting eaten alive by mosquito's, seriously these mosquito's were all over me. I couldn't stand it and was getting ready to leave when my clients found a side door that was open and we were able to show the house. They bought it!!! She eventually called back hours later.

I am amazed at the number of agents who don't call back. Until they want something from YOU, that is.

I think you hit the nail on the head with that one!!! People would be surprised at how much of a difference communication will make in their business!

Great Post!

I've been given plenty of listings and been hired by a long list of buyers who say, "You are the only one who called us back...or answered your phone...sounded so positive...etc..."

An easy way to win!

Brodie,

You have nailed that one! I can't tell you how many people are very happily surprised when I either A) answer the phone or B) call them back within minutes of getting a message.

AUG

Borwdie-

I can't wait to answer my phone when clients call! People want to feel they are important and when you pick up the phone and say hello how can I help you they instantly feel important.

Nothing worse than when you get the dreaded voice mail when you know they are never more than a few feet from their phone!!

In setting up a tour for clients I attempted to reach one of the agents for the combo access. to no avail. Can you beleive that it took her TWO WEEKS to return my call. Literally! Obviously we bought a different property.

AGENTS: ANSWER YOUR PHONES! It's not only for the new business, but saves all of us time (in calls) and time on the market therefore making YOU more money as they properties go faster!

AUG

That's wize advice Mr. Brown. No one knows your business as well as you do but........everyone must sleep sometime. When you are sitting in church, or in the middle of a crucial presentation or that every once in awhile that you you can't answer your own phone, isn't it good to know there are answering services available today that will handle your calls for you in an efficient and professional manner.

In fact a state of the art call center with services like Find me, Follow me, can make you even easier to reach by phone.

Thanks for the good advice.

John Yocca, President

www.centralcomm.com &

www.southcoastansweringservice.com

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