The phone, in many ways, has been replaced. Email, texting, and voice mail have become the standard way of communicating, in our business and outside it. Indeed, many people are surprised when we answer our phones and even thank us for doing so. And so often we hear people complaining about the inability to actually speak with someone on the phone, whether it's another agent, a vendor, or a retailer - they have to deal with voice mail, or some complicated voice activated system. And let's not get into the lack of returned phone calls.
But assuming you use the phone, and answer, at least from time to time, the question is...
Do you give good phone?
It's not unlike thank you notes that have gone by the wayside in our age of email. Handling a phone call properly seems, for many, to have become a forgotten skill. Perhaps some people never even learned because of the relian
ce on technology these days.
So what are the elements of giving good phone?
First, part of giving good phone is in how you answer the call. There's attitude and there's what you say. One of my pet peeves (yes, it may be just me but I don't think so) is people do not identify themselves when they answer a call. They simply say hello. I think that's fine at home but from a business perspective, it's a problem. Since it is easy to misdial, folks need to know they have reached the person they want to speak with. They can't tell that if you answer only with "hello."
But more importantly, we are running a business - indeed, we ARE a business - and businesses identify themselves as such. It's part of being professional.
Attitude is also important. So often you reach someone and they sound as if they resent your call. Maybe they don't, but the intonation in their voice and the manner in which they answer says otherwise. Do you smile when you answer? Do you act as if you are glad they called instead of it being bothersome or an intrusion?
An important thing to keep in mind is a call IS, likely, the FIRST IMPRESSION the caller will have of you and your business. If they have been reading your blog, or corresponding by email then perhaps this is somewhat less important. But since you don't know until you find out who is calling, why take the chance of creating a bad first impression? One which can be difficult to counteract.
The phone also gives you the opportunity to have a dialogue (well, most of the time). To have an exchange of information, to ask questions, to seek clarification, and, yes, to be friendly, personal and conversational, and establish rapport. It's much harder, I think, to do so in email. And because so many do not answer the phone a conversation can be a way to set you apart from the competition.
One last thought. Pay attention to your caller and the conversation. Don't multitask. Ask questions, provide information, and really listen to what they are telling you, or not telling you, so you get the most out of the call.
You may find the phone may be your best tool in your business,
if you give good phone.
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If I can provide more information about Carlsbad real estate and surrounding areas, or the housing market in general, or otherwise assist you in your homes search, please contact me by phone or text at (760) 840-1360 or email me at JDowler@remax.net.
All content copyright © 2009 Jeff Dowler Carlsbad Homes and Real Estate Tidbits
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