OK - So I'm calling around to local real estate offices to make appointments to look at homes with new buyer-clients in the 500 -600K range, and when I'm not calling an office I'm calling the listing agent. As REALTORS, we spend a lot of time on the phone, so why do agents have such bad phone etiquette?
The offices are usually pretty good (but I think some brokers would be slightly shocked to hear how their staff answer the office phone). But the agents...wow. Why, oh why, when I call someone on their supposed business phone do I get a simple 'hello?' Now I'm wondering if I called the correct person or have I miss-dialed or what. I then have to ask, "is this 'so-and-so.'" The question you should ask yourself is "What if the caller is a potential client?"
Did you know that a very large percentage of the clients you lose left because of perceived unprofessionalism or indifference?
The most common way our customers and/or future clients interface with us is through the telephone. Therefore, having an understanding of telephone etiquette can make a a huge difference in how you're perceived and a significant impact on your success.
Considering that your first contact with a potential client (outside of email) is usually through the telephone, it's important that you present a professional image. Taking care of your clients over the telephone and making them feel well informed and appreciated is essential.
Here are some tips when answering the phone:
1. If you don't want to use the formal"Keller Williams Realty, this is Karl, may I help you," Just introduce yourself.
2. Use your normal tone of voice when answering a call...you're "indoor" voice. No need to shout, cell phones work!
3. Be patient...you'd be amazed how often people feel like they're being 'bum-rushed' off the phone.
4. Focus on the call...people will be very receptive when you actually LISTEN and respond appropriately.
5. Speak clearly, slowly and in a professional voice.
We are supposed to be PROFESSIONALS, it's important that we act like a professional, even on the phone....'Hello, this is Kar'l...it's such a habit I even answer my home phone that way....not a bad thing.