Time Blocking - Useful Tool or Just Plain Rude?

Dee,

I agree. I only answer the phone when I'm with a client if we are both expecting that call and waiting for it.

Brian

Hi Dee ~ I totally agree with the way you handle it with the phone, but do need to say that I HATE those messages that tell me they only call back at 12 or 5 or whatever.

I don't call unless I have something important and I would really like to know that someone is going to get back to me asap and not in their own sweet time. I just think the time slot message creates the wrong impression to the caller.

That being said, I have very similar rules to you about not taking calls when I'm with clients along with a bunch of other common sense rules too. If you call me at a time I can't pick up the phone, you can be sure you will hear from me as soon as I can!

Denise

I had a referral agent try time blocking.  I called him with a buyer referral and got the message that he checks mail at Noon and 5:00 p.m.  I had a buyer waiting for his call. 

I just sent the buyer to another agent.

All that said, I don't answer my cell when I'm out with a client, or driving.  However, I do check messages often and if it's important, I'll excuse myself for about a minute.  No one objects to that.  I have long objected to being "plugged in" and won't.  I have times when I'm "off" and I rarely answer the phone after 7:00 p.m.  However, I check messages often.  I'm in control of my phone and my time, just not publicly BLOCKING time.

Time blocking is fine.  Unfortunately, it requires that folks making calls or waiting for return calls to block their time to match yours.

Of course, I have no objections to anyone running their business as they wish.  I just believe it will cost the agent business.

I agree with you on many levels.  I don't answer the phone when i'm with clients and I certainly plan time for the family. I return calls as soon as I am able, sometimes that's in a few minutes and sometimes it might be a few hours.  I think the time block on the message is very off-putting.

I don't time block, I don't beleive in it. That said, I rarely answer the phone when I'm with a client. When we start working together, I expalin to them that when we're togather, they are the most important people to me. However, there may be the rare occasion that I'll have to take a call, especially if it concerns them.I make sure they understand that.

I don't aswer my phone after 9:00PM, but will check my voicemail if a call comes in and then decide if it needs to be returned immediately or if it can wait, Usually it can wait.

I've never lost a client due to the fact that I'm a mere human and have to have a life away from Real Estate.

Today is Sunday, and it happened again. I am usually at church Sunday morning for a little over two hours (Sunday School and then church service). I had five missed calls when I got outside to my car--four messages. Obviously, all of these people had something they wanted me to do on Sunday morning. I answered the four messages after church while sitting in my car in the parking lot.

One man's message even said "I know you might be in church..." When I called him back, he did not answer so I left him a message. Of course, he then called me back while I was eating lunch with my family. I did not answer that time, as not talking on the phone in a restaurant is one of MY rules (not taking the phone into church with me being another). He called me right back not a minute later! That time, I did answer and told him that he would have to hold a minute while I walked outside the restaurant. His question concerned a lot I have listed. A LOT! I answered the question.

Two hours later (when I was back at church helping with set-up for Vacation Bible School which starts tomorrow) the same man called again. This time he wanted me to meet him at the lot to show it to him. "It is not locked, so feel free to drive by it yourself," I told him. "The lot has been surveyed, and the stakes are present." Another point to be made is that we had a torrential downpour today, and walking that lot (in my church clothes, no less) would have been a bad decision all around.

So here's my point: That man had NO respect for my time. He correctly assumed from the start that I was in church Sunday morning. He obviously could also have assumed that shortly after noon, I would be eating. His immediate call-back when I did not answer his call during lunch meant that he was demanding an immediate response. By 2 pm, he felt my time should be his and I should run right out and walk a vacant, wet lot with a man I had never met. It's OK with me if he becomes someone else's customer.

Expecting instant answers and instant service all the time is rude, JUST PLAIN RUDE.

Hi Dee, it sounds like you manage your business and personal life very well.   But the previous post was about those agents who leave a voicemail that they will only return calls between 12 and 5  and to quote Liz above - that is just plain rude.   Making a client, colleague, inspector or lender wait 5 hours to hear from you (or even 2 or 3 frankly) is just disrespectful.   What if it is urgent?  

Hi Dee. Very reasonable and practical approach to managing your life.

Good rules for keeping one's sanity. I am making many changes so I can have a chance to enjoy the life I have earned. Thank you for setting a good example of an effective, happy professional with happy clients.

Dee,

We all opt what lines to draw. The problems I saw with the stated time block in that post was that the agent did NOT return the call at that time (plus had failed to update the MLS).  Sure, as Lenn proves, someone could lose business but that was a risk the agent willingly assumed.

As with most things, state your case then stick to it. If you do, you'll likely be ok. I have found that having a partner helps immensely. But sometimes, people call my cell at 9pm...and they will just have to wait.

Dee - This is very similar to a post that indicated the listing agent only answers the phone calls between 12-1 and 4-5PM (or what ever it was). That is a "by-referral-only" suggestion. I used it, even though I was against it but it lasted about 4 weeks when I was being coached by them.

If I am showing property with a buyer and I am waiting on a call from agents/sellers that I have called to show their property, I will answer. If it happens to be someone other than agents/sellers I ask to call back and apologize to the client I am with.

I do not text while I drive but I text a lot to various agents. I do talk on the phone while I drive, alone, with a headset. It is the law.

I make myself accessible, always.

Time blocking has always been a guideline for me, but it is not written in stone.  'Gotta be flexible in this business, but gotta have some order, too.

Dee, we are kindred spirits. These guidelines are taken directly from my own philosopy and practice and serve me well, as they apparently do you.

Definitely abide by number 2, and mostly number 1.  I too get a little peeved when returned calls are within specific times.  I've encountered it from agents who have listings requiring a combo code.  If you call me back with a code that much later in the day, no doubt your listing won't get shown by me and my client.  We'll be long gone!