Richie Naggar wrote a great post about how important it is to answer the phone, and then I read another post by Tom Bashe about listing agents who don't answer their phones, and I couldn't help but chime in.
Next week I'm going to close on a home (assuming this doesn't jinx it!), and I landed this buyer by the simple act of answering my phone. I bring this up because I'm the SECOND agent that he was referred to. He tried calling the first agent he got a referral for, and, you guessed it, that agent didn't answer his/her phone and didn't call my client back. My client, obviously frustrated, asked someone else for a referral and received my name. I then won the business by... answering my phone.
When I was thinking about getting into real estate I asked a friend of mine who had recently purchased a $1M+ home in the area how he had chosen his Realtor. His response surprised me at the time, but not anymore. "Ken, I called five agents, and I picked the only one who bothered to call me back." I thought at the time, shoot, how hard can real estate be? OK, I've since learned my lesson that it can be VERY hard.
However, I can't imagine how much harder it would be if I didn't answer my phone and return messages.
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