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Telephone Etiquette 101

By Bea Lueck

Real Estate Agent with Coldwell Banker Rox Realty

September 09, 2010 07:53 AM

"Hi, you've reached Bea Lueck. I can't come to the phone at the moment, please leave your name and number and I will get back with you as soon as I can." BEEP

Yes, that is what it says. PLEASE leave a message! I really and truly do care and want to return your call.

There are times when it is inappropriate to answer the phone - like when I have a client in front of me. I consider it rude to ignore the person I am assisting to answer the phone.

There are times when I can't answer the phone - like when I'm driving and the phone is in my purse...which is in the backseat. I want to live to answer the call another time!

switchboard There are times when I shouldn't answer the phone - like when I'm in the bathroom!! This just happened. I left my phone on my desk. When I returned, I could hear it ringing as I walked down the hall. Of course, it stopped ringing as I picked it up. I hit redial. "Hello, ABC Realty". I didn't know which agent called me. And the receptionist doesn't know - they have dozens of agents. So she can't transfer me unless I have a name. And no voicemail was left so I don't know who to call back!

You wanted me for something. I want to help. I'm really not ignoring you. But I can't call back if I don't know who to contact. You may think your number (or extension) shows up - but it doesn't. It's the main switchboard number. So I'm about to go down in your mind as an agent that doesn't return calls.

Another potential problem if people are not calling you back on a 'missed call'. Your number may be blocked and shows on the caller ID as UNKNOWN, RESTRICTED or 1016. You can't redial if it's not available.

So - help me out a little..."please leave your name and number and I'll get back to you as soon as I can."

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Stephen Hodge

Chestnut Park Real Estate Limited, Brokerage - Cobourg, ON

I agree - voice mail is a curse to many people, but even if it's a wrong number - I'd like to know! And my voicemail is similarly courteous and non-threatening. Even if you don't want me to call back... just tell me! I'll be okay with that, at least I'm not debating - do I call this number I don't recognize, or just assume if they didn't leave a message then they don't want to talk to me? But what if it was for a CMA and they just moved on instead of leaving a message - perhaps calling them back will get me the business? It always ends up awkward when I call back, but I have gotten business out of doing that... people sometimes do hire the first live person they can get on the phone. Terrible way to chose a professional, but if that's what they're doing, then I'm calling back - even if it usually is a wrong number!

Sep 09, 2010 07:59 AM

Jeff Craig

Hang Me Up Photos - Jamestown, NC

Greensboro Area Real Estate Photography

At least caller ID is there as a backup. I will call back a number I don't recognize and ask if someone was trying to reach me.

Sep 09, 2010 08:24 AM

Bea Lueck

Coldwell Banker Rox Realty - Casa Grande, AZ

Stephen/Jeff - I always call back, even if there isn't a voice message. But if I don't know who to ask for at a company with more than two people in the office...I don't end up connecting with someone in a timely fashion.

Sep 09, 2010 08:29 AM

Chris Dugger

Real Estate Marketplace - Louisville KY - Louisville, KY

Louisville REALTOR

I've found that clients are okay with voicemail...as long as you establish a record of responsiveness to their calls. I stopped killing myself to get to my phone when it's not convenient and was pleasantly surprised to see that most leave messages, even if they're prospects and not established clients.

Sep 09, 2010 03:36 PM

Todd Clark - Retired

eXp Realty LLC - Tigard, OR

Principle Broker Oregon

If you block your number there is no chance I'm going to answer the phone for you. It usually tells me you have something to hide and 99% of the time it is a marketing call.

Sep 11, 2010 01:52 AM

John Puplava

ABC Home Inspections,L.L.C. - Prescott, AZ

ABC Home Inspections,L.L.C.

Hi Bea,

How are you doing today. I want to introduce myself to you my name is John with ABC HOME INSPECTIONS. If I could assist you as aHome Inspector please give me a call.

Thanks,

John with ABC HOME INSPECTIONS

602-471-7384

Sep 12, 2010 05:42 PM

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