This has been a pet peve of mine for years! First of all, when I call a real estate agent, I almost ALWAYS get voicemail. Then, I leave messages with agents to show their listing or to get more information on their listing and they never call me back, or at best, call me back a week or so later. I've already written a contract by that time! What's up with this? Here are my tips for telephone etiquette:
1. Answer your phone when possible. When I start working with a new buyer or seller, I explain that I talk on the phone a lot and ask them to leave a message if they get my voicemail and I will call them back as soon as I am off the phone. Many times, they just want to share info and a conversation is not necessary. If you ask them to always leave a message, it saves everyone's time.
2. Have a short, welcoming, concise message. Identify who you are and what you do and that you will return their call. Keep it simple! Don't continue on with info about your website or a new llisting you just got - most people do not have time for that and may hang up if they do not know the "skip" key to press for your phone service provider
3. When there is a problem, face it head on. There is nothing more insulting than being ignored. If you don't have a solution yet, call the customer and let them know. You might want to make that the first call of your day, so you don't live in dread of it. If it is not a problem that you can solve, explain why you can't and direct them to someone who may be able to help. Then, follow up and see if they found a resolution. (With customers who are unhappy, it's best to consult your broker on how and when to follow up.)
4. Don't eat, chew gum, or go to the bathroom while on the phone. Of course, you should never yell at the dog or kids while you are conversing with a client. No profanity! If you are showing property, don't talk on the phone excessively. The buyer wants your full attention. If there is a call you must take, let the buyer know up front that you will be receiving a call that you will have to take and then politely excuse yourself when you get the call.
5. If you are going to be unavailable for an extended period, change your voicemail and let the caller know when you will be able to return their call. If you are in a meeting, it is best to let the caller know you can return their call at noon, or whenever the appropriate breaks may occur. If they are a buyer and want to see a property after work, they may not wait for you.
You might be thinking "Karen, this is really a 'duh?' list" and you are right! However, after managing sales people for over 20 years and fielding customer complaints, I've learned you can't take anything for granted! Happy Selling in 2010!
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