I have a few pet peeves about what I think should be basic communication skills.
The same simple things I teach my 10 year old girl when she's making a phone call next door to see if her friends can play, also apply to professional phone calls. Things like:
Say hello, and introduce yourself: "Hi, this is Joe Michalski of Sherlock Homes Inspections..." Don't make people guess who you are - it isn't a game show.
If you are leaving a voice mail message, make it useful: Give them your name, reason for your call, and a number to return the call. I can't tell you how frustrated I get with people who just leave "Hey, it's..... call me back when you can." (The only acceptable excuse for this is when the news is too big or the issue to o personal to be broken by voice mail.)
And The Biggie - If I found it important enough to leave you a detailed message, RETURN MY CALL!!!
I have watched my wife make 15-20 calls on any given day, and have to leave several voice mails to schedule showings, inquire about a home, etc on behalf of her clients. I don't fault Realtors (or anyone) or not answering the phone all the time. Everyone needs personal/family time.
But I am appalled at the total lack of professionalism I see. Of those approximately 10-12 messages she left for other Realtors last weekend, 4 called her back the next day, 4 more she chased down with multiple follow-up calls over the next 2 days, and the others never bothered to return the call.
I just can't understand that. It's not like these people are on vacation, or trapped under something very heavy and can't get to their phones. They just ignore you. It's a simple courtesy. It's good business. It's 50% of the social convention we call communicating!!!!!
I learned my phone mannerisms and habits early in life, and adapted them to my business with the help of Russel Ray (an inspector in San Diego) who always answers his phone, and always calls back. I adopted the same philosophy, except I have set small limits on when I will answer (not during an inspection, and not after 10 PM - my wife gets annoyed). But if you call you will always get me or recieve a prompt return call.
I have had clients choose me solely because I was the only one that answered the phone personally or returned their call promptly.
To be sure, there are calls I'd rather not make and people I'd rather not talk to. There are clients who make me regret my free phone help-line policy (I will talk to any client about their house-related questions even years after they have moved in).
But returning a call is so simple - even if just to say "Sorry, that property is already under contract" or "I got your call and I will work on getting you an answer." I can't understand anyone in our business who doesn't do it as a matter of habit.
OK - I feel better now. Off to return last night's calls.....
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