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Hello - is anybody there?

I was talking to a Realtor that works for Keller Williams a while back. She was super excited to be with them because of how innovative they are. One of the things she pointed out was that they offer coaching. Their coaching is a little different with respect to how they get paid - the coach gets 10% of every closing. Personally I think that’s pretty cool seeing how the coach’s pay is directly connected to the results of the person being coached.

So I asked her what the coach did for her. I’ll make it short and sweet for you – even with all the technical innovations that are out there, the coach hammered her on “making her calls”. It’s so interesting to me to make note of how sales has really never changed over the ages. I read sales books almost every day, and I can tell you, it’s all about relationships and personal contact – that’s it. The other thing that’s interesting to me is that in my 7 years in the mortgage sales industry and sales carreers prior to that, I’ve found that “personal contact” through “making calls” is the number one thing that salespeople don’t want to do – weird.

So all the sales greats say that we should make our calls and most of the salespeople in the world don’t do it. Why? This doesn’t make any sense. Are all the sales teachers and coaches in the world wrong and all of the salespeople right? Nope. Based on my personal experience all of the coaches and teachers are 100% correct. I remember back in 2005 I decided to employ the services of a coach.

My coach had one thing in mind for me – make my calls (go figure). The difference between me and most others is that I did it. I wanted to see if there would actually be an increase in my business, so no matter how uncomfortable I felt about it, I picked up that phone and dialed. I was making at least five calls a day for several months and tracking it. The first thing I discovered is that literally everyone that I spoke to was very happy to hear from me – everyone. No one was mad or irritated, they were genuinely glad to speak with me – weird.

The next thing I discovered was heartbreaking to me. Within my first 50 calls or so, I realized that I had LOST about six deals within about a four month period from the people in my database. These are my past clients, family and friends here. Keep in mind, that although I wasn’t a “phone caller” I was very consistent with monthly mailers to stay in touch, and yet I still lost deals to my competitors. Another startling discovery was the consistent responses from the people that “left me for someone else”. I asked every one of them “why didn’t you give me a call? Have you been receiving my mailers?” Their response was always something like “yeah, wow, I’m sorry. I should have called you but “I was TALKING to this guy” and one thing led to another”. Hmmm.. “Talking” to this guy? Newsflash people – if you think for a second that your past clients, family and friends are 100% loyal to you even if you don’t make your calls – you’re simply being foolish.

The results were staggering. During one of the most difficult times to generate business in our industry, I was originating and closing about six deals consistently every single month. Now I know these numbers may not seem like much to some, but at that time in that market I was one of the top producers in my office and I was managing it. I was watching good loan officer’s drop like flies around me as the market caved in around us and I was closing deals. I did my best to coach them by encouraging them to make their calls. I would show them my results as well, but mostly to no avail. Only a few took heed to what I was doing, and guess what? They are still in the business to this day. All of the others fell away to leave the industry completely, why? Because they didn’t have the guts to pick up the phone and simply “talk” to their past clients, family and friends and ask them for a referral – how sad is that?

Make your calls and have an awesome day.

Craig Bland

Brand Mortgage

Posted by Craig Bland on 11/12/2009 05:45 AM

Comments (91)

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91 Comments on Hello - is anybody there?

NOV

Keller does have outstanding support and education...just some of the reasons we jumped a few months ago...but back to the "basics" is not a forgotten part of what we do....we learn and re-learn and prosper as a result of doing !

My experience is that the industry has changed dramatically over the past 5-10 years and agents who do not take advantage of the technical opportunities for marketing our services will be reduced to

"make your calls".

Hi Craig,

I have to agree with Lenn. The calling part should be ingrained but if your not taking advantage of the technical opportunities for marketing your services your production will greatly suffer.

with all our new toys it is always back to the basic. Pick up the phone. The coach does help push as long as it is a good partnership

Great post

tony

I love KW. They do embrace the new technology, but there's no subsitute for 'making that call'. We're encouraged to include past clients and new contacts in our 'make that call' effort.

Sally & David,

Thanks for sharing about your KW experience. Gary Keller has built an incredible organization. Their mentor system is second to none. I love the fact that their coaches only get paid if the agents they are working with actually close some deals!

Lenn,

My top referral partner has closed over 100 deals already this year. She is committed to working her database. You are right that we can utilize many many different "technical" opportunities but there is nothing that compares to the basics and that means "talking" to people. Thanks for commenting on my post.

Tony, Laura & Dorie,

It looks like we are all on the same page!

Talk about technology I invested in one of those headsets for my cell phone. It is one of those with a wire! It also has two ear pieces. It is wonderful.

The reason I mention this is that I utilize my daily commute and drive time to sales calls to call my past clients and referral partners. This is also a very soft approach because they can tell i am in the car and it is as if I am just calling for a chat!

People like to catch up! Watch out though they will surprise you with referrals and leads.

Awesome post Craig!

I call people when I see a house sold in their area, new on the market, open houses, etc. Here in New York, not everyone is receptive but most are nice. I try to do this every day but sometimes it just doesn't work out that way. Helping current clients is my #1 priority.

Good information. Thanks for sharing what is working for you. It will be interesting to see what the gen Y people respond too. More texting?? While they have the need to see someone face to face or hear their voice??

Jackie,

I live in the South, I cannot begin to think what it would be like in NY! But do you know what we all like to talk. With the right approach and a cheery disposition and a little "thick skin" I bet you win the New Yorkers over.

Have an awesome day and thanks for the response.

Pat - I dread the day that all we do is TEXT! Hey I do it - some of my agent partners use it almost exclusively but ouch - it is not personal.

Craig, You are right on...It's all about personal contact...whether it's calling, going to see and if you contact by mail, then hand write it and hand address it and make it personal....Great post!

Hope you have a great day!

Great Post. As a Keller Wiliams Agent. I know the benefits of our training and coaching opportunities. I start coaching today and am very excited.

Most agents are scared of technology such as blogging. They are too busy making calls when they should be blogging reaching millions

Craig, since we are in a people business we are only going to survive if we talk to people, whether that be calls or personal contact. I just talk to everyone about my business and never let my friends and sphere of influence forget what I do!

As for "tech" we need it too, because it just puts the icing on the "cake"!

Craig, it really is all about the basics. It is tough to discover when you have missed out on opportunities because you forgot to (or decided not to) make those calls!

Wow - what a response - thanks guys.

Marney, Caren - I could not agree more.

Harry,

I am glad that blogging is making you rich. I agree with Caren and others that it is icing - the basics is personal touch. BUT - a great agent friend of mine and top agent Tim Maitski is a blogamaniac and website SEO guru - he rocks and I even profit from his style of marketing.

Thanks for the post.

Rob,

THANK YOU. Hand written cards and notes. Absolutely.

Although technology is fine, I totally agree that basic human to human contact is the most effective. After a while, you get numb and tune out all the e-mails, blogs, tweets and posts. Every website looks the same. Today you distinguish yourself by actually talking to someone.

Well Craig I must say I now don't like you very much, your post makes too much sense which I hate Lol. Despite our success in other areas you are absolutely right. We have definately lost people to the "Sorry I was talking to so and so and on thing led to another". I will start my OLD but new again call system today. Thanks for the post.

Managing the database of past clients is my biggest challenge. The times when I have reached out have all yielded positive results, so it is all about being consistent.

Craig....I can remember making cold calls from a reverse directory 25 years ago....it was a numbers game.....the more calls you made, the more of a score.....now that numbers game is direct mail marketing.....there's certainly a cost, but there's a big return also.....it's all basic real estate 101.

Simple and yet I am sure many of us forget to make those calls.

The basics will never change just the mode of vehicle. Email VS Cards ETC. I dont think you need a big company yu just need a big heart to succeed.

Rob, making calls is key and so is all the other wonderful stuff that technology has brought us. It's amazing how many people just don't make calls (I'm one of them, I hate to say - but I really hate being on the phone).

Calls are the quickest and easiest way to reach your sphere and past clients. Fear of rejection is the greatest de-motivator. Get over it and prosper. Yes tech is king but real estate is still high touch.

I made a decision that I would not make cold calls early in my career. Simply because I don't like being cold called so I will not do it to others. I do agree it works. So does knocking doors. It truly is a numbers game.

So I use the internet for my marketing.

Now for calling your SOI. I don't have a issue if I have a reason to call and there are many good reasons to call our SOI.

You hear it over and over again. There is so much new technology now and it is extremely important to our business. But when it is all said and done it comes down to making the calls.

Thanks all for the interesting posts.

Mark - I agree I hate cold callers. I also don't call anyone that I have not been referred to or is not a past client or acquaintance of some sort.

Everyone has a SOI of some 200-300 names - call those guys.

Don't call the yellow pages - I hate that.

You are absolutely right, we are in a relational business. However, "make your calls" is one aspect of an overall marketing plan. It cannot and shouldn't be the end all be all. By the way, I am not a texting fan either.

Great post. You probably just saved a whole bunch of us a whole bunch of money in coaching fees! I agree - calling is vital. But I also agree with Mark, comment #27 - I only call my database and prospects who contact me. No cold callng for me.

Rob, as a KW agent I have to tell you not all make their money by coaching at a % of their trainees sales. There are several in my office that coach and they are paid a fee.

Making calls on leads is my biggest challenge to my buyer agents. I am so shocked at how some don't want to pick up the phone and it is not a cold call...but a warm lead.

Making calls seems to be hard for many people, not just agents... for those that dread doing it and do not do it well, they may be in the wrong business. BUT emails are often just as effective and sometimes even more so. I always ask if someone would prefer contact by phone or email.

Great post! We have to stay in contact with our clients, drop by their home, send a card, call, etc.

Thanks for the reminder. I agree with you that making calls is one of the most basic ways to get business and keep in tocuh, but it seems like it's so easy for mental roadblocks and busy work to interfere with it. As far as coaching, I know KW is very big on it, but Mike Ferry is pretty close to what you discribed too.

I'm not with Keller Williams now, because my local office closed, but I did get my start with them and loved the training - the two biggest helps to me were the emphasis on setting aside time to make calls and/or face-to-face contact [yeah, I'm one of those old-school door knockers, too] time each day, and the training on business planning and leading with revenue, which really helped in the past few years' market.

Craig - Remember the basics is always good advice. And I find that at Keller Williams there is an abundance of free education also. That way you can make your own choice as to how you run your business. Plus other agents are more than willing to share their ways of making their business grow.

Craig,

This is so good to hear a real-world example of "book lernin'". ANYTHING else you do in marketing should be targeted to getting you talking to prospects. Clicking, mailing are but one small part.

Good for you.

Basics never hurt anyone...that is why we push Alex Szinegh's boot camp so hard in our culture...he makes you get on the phone and you get RESULTS!!!

Hi Craig,

Can you imagine what making those calls in tandem with superior consistant marketing would do? Our office is doing that and the sales have improved dramatically.

Geoff

Great post! I feel technology and good old fashioned keep in touch phone calls go hand in hand. We all need to be reminded about the importance of "dialing for dollars" and calling our database regularly!

Very good post. Mailers are good, but you have to include other forms of contact all the time, to mix it up, just as you descibe. PERSONAL touch is #1.

Craig, calls=activity and high activity=sales. Very good point about staying on top of things.

Craig - Eye opening post. I'm not as good as I'd like to be about making my calls.....thanks for the kick in the pants. Have a great day!

I am new to the business, but have to say Exit Realty has the best training. The training is available various ways to make it easy. Of course they stress the prospecting part of our business. That has been the hardest thing for me to learn to do. I think you have to spend time in the "streets of real estate" straight from the Exit trainers mouth.

I keep trying! :)

Making friends/acquaintances and keeping in touch not "just" about real estate is the name of the game. It makes for a nice life and nice career.

We should never be too busy to take a few minutes to make a call or send a personal or informative note to the people we know.

Reminds me of a cute story many of us may have heard about an Realtor moving to a new town where she didn't know anyone. I think it went something like this; She got lucky on floor time one day and made a sale. She then proceeded to call this man every week asking if he knew anyone else that might be looking to buy or sell a home. After a few weeks of phone calls he said if I hear of someone I will let you know. You don't need to call me every week. She responded with something like, my business plan is to call everyone I know once a week until I grow my business then I'll call only once a month. And, since you are the only one in my data base.....

He ended up referring clients to her and continues to do so. She thinks just so he could get and stay on the once a month call list. They've been friends ever since.

I know that was a hatchet job of that story but you get the drift. Craig is right.

I keep talking about this to my agents - and they'e getting better about doing it. Nothing beats a nice personal call - well other then maybe having a cup of coffee with them. Personal relationships built my business and all I have to do is care about my people (clients) - and of course stay in touch! How come nobody thinks that part is fun? It's a blast people. I get to have fun talking to people. Hello - pick up the phone and just talk for a few moments. FORD questions - you all remember those right?

This is interesting, to say the least. I have to confess I don't like the calling aspect, but it dos work, on occasion...if one has the time to do it consistently every day. You can never err by sticking to the basics while expanding your repertoire of skills to reach consumers.

P.S. Having a limit on how many calls one will make in a day is very helpful, as well. I had not thought of that, but will definitely incorporate that into my schedule for this upcoming year.

Craig,

I couldn't agree more. It's 'high tech' and 'high touch'. Technology doesn't replace basic sales. Technology is the tool to better organize and reach out. For example, you can not replace a phone call with a simple email campaign. You use the email campaign to enhance your reaching out to people in addition to the calls.

I see a lot of people that use technology to 'generate leads', but a lot of leads that you do nothing with is pointless. Last year, I worked in an environment where we used a lead generation service. Yes, there were quite a few but little business. This year, I changed and shifted the strategy on my own and have found less leads but better quality and more business. But it takes picking up the phone everyday.

Great points.

I love the training at KW and just finished their BOLD program. This program is rooted in the basics..."making those calls". It's the part of the business we all hate but if we do it consistently there's a huge payoff. It's that worth a little discomfort.

I agree that there will always be "back to the basics" in successful sales and the personal contact and the never-ending followups are not negotiable. Having said that, Lenn #2 is 100% correct as well. "Change or die" or just simply evolve with the times and embrace the technology to help market yourself is crucial now. It is no longer "just another thing" as you may have said even 5 years ago. Now it is another requirement. Those that do not do both will slowly suffer and may not realize why.

I am not a fan of nor do I advocate or condone cold calling and I see from these comments that most do no either and I do not do it. I have to admit, that I am not good at calling sphere or former contacts/business as the still fall under the DNC laws which makes it still as much of a pain as cold calling, but inasmuch as I hate all of that, you are right Craig, it needs to be done. I need to become my own coach I guess. Nice "kick us in the butt" post!

Never did the making calls thing. Never needed to, the internet and now referrals brings me increasing business every year.

I believe in coaching. I also know that it is up to the individual to get results. I like the personal contact. Even if a lead comes from your website, you still need to speak with that person.

AWESOME anecdote Craig - thank you for sharing!! My personal take on coaching is more the accountability than ingenuity. It's not back to basics for salespeople...it never should have left your core toolkit.

One nugget I'd add is while being consistent in your "touches" is super-critical, it's okay to take an occasional day off from phone or in-person (as in, can't string two words together to make a sentance "off"). In my opinion, it's better to be sharp with confidence than a turn-off when you're fumbling over words.

And don't beat yourself up if you miss a few opportunities. Being productive is what counts!

Great post!!! I just joined Keller Williams 2 weeks ago and everyday I am amazed and excited and energized by the positivity in the office. Last Friday I joined in Power Hour-Calling SOI, and it wasn't as bad as I thought it would be. I actually enjoyed talking to people I hadn't talked to in a while, and everyone was happy to hear from me. I do need to however still follow up and mail them what I promised.

Now, I need to make those 5 calls per day. I love feeling productive and when I comitt to that prospecting and do it, I feel good about myself.

Thanks for reaffirming that it will work. I have many times throughout my career learned of losing a client, and everytime, I have been the one to blame.

I will make 5 calls today!!!!

Cheers,

Kim Darling

Craig, AWESOME POST. Thank you. And i make it my goal to contact "X" number of clients every day. Thru calls, emails or even visiting them.

Yep, the good old telephone is the best tool in the business. The real estate industry reminds me of golf. There are all these gadgets and equipment out there to improve your game. But if you don't work on the fundamentals (ie. your stroke/phone calls) all the gadgets and equipment in the world are not going to improve your game. Good post and best of luck.

Man, I guess it really is true, you have to pick up the phone AND dial a number. Great post.

I use facebook to "call" most of my database. I am a tech oriented agent and so my clients tend to be that way too. Most of my clients are on FB. I talk to them regularly via facebook. This isn't weird to them because this is how they function too. I got to hear that one of my clients graduated with her master's degree so a quick comment and a congratulations card went in the mail. All because I "call" her on facebook.

My non techie clients, I call or send email links to something relevant to them. I don't go mailers because I think they are too generic and not personal. I think whatever you do should be done with an air of genuine caring and interest in their lives.

Craig:

Wonderful post! We get inquiries about our services on the Internet, and we often reply, with let's set up a call. It is amazing how many people are afraid of the phone...these days. Fundamentals are the most important aspects of sales. Calls to one's data base are the lifeline of any business, somehow many folks have not realized that tech is wonderful, however, it will never replace the individual touch.

As Missy stated, the coaches pay is different for many. Some get a fee, some get a % and some do it to help others succeed. My coach does not charge me anything but he is also the owner of my office and he directly benfits from my production.

I for one would not pay a coach 10% just to make me make my calls, it would not take long for me to do it without the coach! But I am motivated anyway. Some people need pushed, I don't!

Back in my salesman days (Financial data sales on Wall Street), I had a sales manager who would constantly impress upon his salespeople the following formula:

40 dialouts = 10 contacts = 3 prospects = 1 sale

Seems like a pretty simple formula, and I have to say that it works.

Numbers game. If you aren't speaking with people, you can't increase your business. We have to go after the business. Are people scared?

Craig, great post!!! I am going to try it your way!!! I will let you know how it goes :)

Thanks,

Amy in TN

I'm not a phone guy. I have huge database of friends of facebook. I write on 15-30 of their walls a day, and I use the intenet a lot.

Craig, Congrats on your first feature. When you write something original that is from your heart it has a funny way of getting a lot of responses. I hope this spurs you on to share more of your secrets. You are one of the most successful loan officers I know so you should be able to give a lot of advice here.

To anyone who cares, I highly recommend Craig Bland. He's top notch and every time I refer a client to him I always get great feedback. I never have to worry about a loan when Craig is involved.

Your choice is to move with the tech wave or work the old school ways both can be efficient if done correctly.

What is funny is how customers actually WANT to hear from us. We can get scared for no reason.

Tim

Thanks for the kind words. It is always a pleasure working with you and your clients.

Jonathan

I am glad that Facebook is bringing you lots of deals!

All - Thanks for making my day.

Craig,

Thanks for the posting. The reason I joined Keller Williams was the education they provide.

They have really lived up to their promise! The classes, the coaching, mentoring, comraderie have all been great. It has made my transition into the Real Estate business so much easier!

Pete

When in doubt, or just because I want a 2nd opinion, I always pick up the phone and/or email my mgr to discuss.

Patricia /Seacoast NH

All hail KW. Ahaha. Anyway yes it is true, at some point in the transaction from prospecting through to closing we will have to use the phone.

Past clients- Phone every 3 months or so, plus another 29 other touches through the year

Current Clients- How ever they like to be contacted

Referrals - Always by phone

New Business - First touch Buyers only (Internet: they contact me) then phone back with in 5 minutes or less. First touch on new seller, still prospecting on phones because sellers to look for an agent online yet, even though 90% of buyers start there home search online. What does that tell you.

I like though, so many people especially in my market area are afraid of the phones or something, I don't know what the problem is.

Thanks for the great post.

Cheers!

This is very true, great advice, I believe in coaching and dialing!

I feel that I have a better use of my time via the internet and all it has to offer than "make my calls". I can touch thousands of people in one day, as opposed to the 5-10 calls I could make each day. I stay in touch with our past clients and have huge fuctions for them once to twice a year.

Ok, Ok, I get it. I would much rather comment on a blog than make a call...but I guess if I want to make enough money to afford the internet so that I can Comment on blogs, I need to make the calls. Darn it, where is that "magic pill"?

Making calls does work. As Gary Keller wrote about in his book "Shift" it is vital to get back to the basics.

I personally have been making my calls. All I can say is that it works. It is not hard once you get into the habit. Our job as Realtors is LEAD GENERATION. Once I truley understood that, it got easy for me. I come in each day and sit down to my desk with the intent of making my calls before, I do anything else.

Just like any other discipline once implemented, isn't so bad.

You are so right, Craig. Being out there and talking to people is the best brand of marketing. Social Media, newsletters, and the various other venues are helpful, but more so...being a presence in people's lives is. Thank you...

Hi Craig, Your post is a great reminder to many and a wake up call for the rest. Making calls is still one of the critical sales skills neded to remain successful ! Well done !

Craig -What a terrific reminder on the importantce of person to person communication. Thank you for a simple, effective and powerful testimony to the power of calling.

Michael from Alexandria

Hi Craig -- I use everything I can find on the internet to market and advertise BUT nothing replaces voice and face contact. Great post.

Hi Craig -- Staying in continual touch (phone is one way) with an SOI to generate repeat business and referrals is absolutely key.

Great post Craig, I am rebloging this. Thank you very much and keep up the good work :)

This is the hardest thing for REALTORS to do and I don't know why.

I think it's a combination, and technology, and old fashioned phone calls make up a great "keep in touch / stay in touch" method

Making calls makes sense, though you're right that many don't want to do it.

I also agree with some of the comments above that we also need to use the new technologies.

NOV

Another thing about making calls, and this is particularly true of cold calling... you never know what door the sale is going to be behind.

Andrew

That is so true. THAT is a GOLDEN nugget about calling. People love to talk. They will tell you everything. Like - hey funny you should call today my next door neighbor just told me they are thinking of selling their house. BOOM - you are in.

Christine

You are right on - we have some great tools at our fingers with the Internet BUT pick up the phone and communicate!

Real Estate is, and will always be a relationship based business. No better way than to make direct contact with people,of course, enhanced with marketing. You success in the business is in direct proportion to the amount of people who, when they think of Real Estate, they think of you. This happens by design. I am a Productivity Coach with Keller Williams Realty, Antelope Valley, Californa, and love the fact that I am in a position that holds Agents able to do the one activity that will give the greatest results, LEAD GENERATE!!

NOV

Thanks for the reminder Craig. It's easy to skip making the calls, but I know it's not the wise thing to do.

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