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One ringy dingy......two ringy dingy........

Hi folks. Today is your lucky day. I'm going to make you some serious money. As you know, I love writing about real estate to try and help my peers in their business. I do this because I learned a long time ago that the fastest way to success is to bring others up with you. So....I share what I know.

I spent today riding around Poinciana. My normal kind of day, did a photo shoot on a new listing, checked on my vacant listings to make sure they were OK and had to stop at one of my listings to remove my sign and give the key back to the Seller. We decided, that the way the market is right now, it was best to take a breather over the Holidays and get back at it after the New year. They needed a break and I needed a break. No biggie. I'll re-list them when the time is right.

Anyway, I'm writing this post to give you a very important tip that will increase your business substantially....at very little cost to you. It's the simplest thing you can do and I can track about 50% of my business as a direct result of doing it.

So here goes......the best real estate advice you will EVER receive, bar none. Are you ready? Here are the steps involved.

Forward ALL of your phone numbers to your cell phone.

Go to the office supply store and purchase a Bluetooth for about $50.00.

Wake up every morning and plug this Bluetooth into your ear.

Cut your cell phone on and then...............

ANSWER YOUR DAMN PHONE!!!!!.

Sounds simple doesn't it? Then why do so many REALTORS® have a hard time with this?

I had three potential Sellers call me today while I was riding around Poinciana doing my stuff. All three were calling off my expired letter. And all three hired me over the phone. Why? Because I answered it!

All three went on and on about their previous REALTORS® and how they could never reach them and how they never heard from them. All three told me they knew how bad the market was and they knew they needed to reduce their prices. All three said the only issue they had was lack of communication from their REALTOR®.

Isn't that amazing? Three very good Sellers with three very good properties, that all expired and will soon be mine, just because their REALTORS® never answered their phones and never communicated with their Sellers.

What's worse is, I hear this from just about every Seller I talk with that was listed previously. Folks, if you want to be a listing agent, you MUST learn good communication habits. There is no excuse for you to take a listing and then abandon your Seller. It is the fastest and surest way to be a failure in real estate. Sellers are not stupid. They know this is a difficult time to sell a house. All they really want is for someone to keep them in the loop and talk to them. They want to know their REALTOR® is doing everything they can to get the property sold.

So go buy that Bluetooth today. Get in the habit of answering the phone when it rings. Also, while you are riding around between appointments use that time to call your Sellers and let then know what's going on. Let me give you another little trick. If you know your Sellers work schedule, you can almost always call when you know you will get a voicemail, that way it only takes about minute to leave a quick update. Heck....you could do it everyday!!! They'll call you back if they need more information and the good thing is, you'll answer!! At least I know I will. Will you?

Posted by Bryant Tutas Broker/REALTOR(R) Tutas Towne Realty, Inc on 11/13/2007 06:35 PM

Comments (111)

communication, educational

111 Comments on One ringy dingy......two ringy dingy........

NOV

2007

Reserved Parking For "The Lovely Wife"...TLW...ROAR!

Blog Boy...

Now this has always amazed me. Getting listings by the dozens simply because Realtors do not answer their flippin' phone.

But do we really want them to answer the phone? :)

Folks...

Just so you all know Blog Boy is almost always on the phone. If I am in the middle of talking and the phone rings, he answers it.

This is probably going to create problems as I age. I have already starting jotting down what I was talking about so he and I can pick up where we left off :)

It may be a pain in the arse but it's what it takes to do what we do and do it well :)

TLW...ROAR!

Yeah! And it's safer too! Now it's mandatory when you're driving to use one of those blue tooth thingeys. At least in our part of the country. It really is infuriating when people don't answer their phones or return calls. That's that whole customer service thing. Great to see ya' around guys!

Broker Bryant,

Amen. Customer service is where it is at......another great post.....thanks

Bryant,

That is just about the best advice ever! And I love the title to the post!!!

I have to say that the same should apply to lenders!

™

Great blog! More people should answer their phones. Why have your info out there is you just ignore the ones who are trying to contact you. Great blog!

I am still amazed how Billie gets the spot closest to the door! You're so funny. This is one of my pet peeves as well. I'm still waiting on calls I made months ago. You think I should give up?

Stupid dogs:)

I wrote a whole article about that a few months ago and got so much grief it was pathetic. For me, it was, if you want referrals from Lenn, answer your phone. Agents that want referrals answer my call if they don't answer anyone else's. If they don't answer my call, they are only hurting themselves because I just go to the next agent for the referral. I've spend 10 years developing wonderful referral resources.

I don't leave messages. Why not leave messages folks want to know. Because you are not the center of the universe, I tell them.

They want me to sit here waiting for a return call that could take hours. They want the buyer that I'm referrring to sit there waiting for a call back that could take hours.

I don't wear a thingee in my ear because I really have hearing in my left ear due to about 1000 shot gun blasts going off next to my right ear every week for 25 years. But, I do check my messages about every 10 minutes. When I return a message, I hear, Gee, that was quick. Then I can get the buyer to an agent quickly, IF THEY ANSWER THEIR PHONE.

They keep me pretty much chained to my computer anyway. I answer my phone from 7:00 a.m. till 8:00 p.m.

It's my job and I want lots of money.

Gee. This turned into a mini post. Can I get 50 points for it??

If you CAN'T stomach the thought of picking up your phone 24/7, BB's SECOND best bit of advice is to advertise availability from 8 to 8, and COMMIT to it. Better yet, guarantee a call back in 15 minutes, right, BB?? :))) I'll know the book in its entirety before you release it!

Bryant: The two cardinal rules in real estate:

Read the friggin' contract!
Answer your damn phone!

BB - Your life will become miserable. The lovely wife has already noted her feelings on the matter. I speak from experience. I answer the phone. Now, if you call early, I will call back because, I am asleep until 800am. If you call late, I answer. If you call when I am awake, I answer. The phone is my lifeline to new business. God forbid Lenn calls and I don't answer.

Broker Bryant- Another great post! Answering the phone is indeed a great way to generate business. Also, following up with our clients helps keep everyone happy. The news we share might not be great news yet, we need to share it. I need to buy one of those headphones. I hate the way they look but, I like the look of money =)

Another thing is that if someone leaves a voicemail. ANSWER THEM!!!! NOTHING is more annoying than leaving a voicemail and then never hearing back.....

Best wishes,

Scott Cowan
Rainier Real Estate
www.scottcowan.com

BB- So simple and so effective.. answer your phone .. I'm always surprised by the number of agents who don't answer their phones..I find it particularly irritating if you are in an offer/counter situation...

My other pet peeve is read and answer your e-mail.. If you won't answer the phone at least use e-mail.

BB - Unfortunately, your piece of advice is probably an epiphany to some.

This is so true! There are obviously times when we can't answer our phone (appointments, closings, showings, etc.), but we always call back as soon as we can.

Bryant--I won't answer the phone when with another client or in a closing. BUT I do return calls within minutes or at most an hour. There is no excuse to be unavailable. My clients know where and how to reach me. I also check and answer emails 2-4 times a day...Several people have a problem with agents who do not answer emails. Good advice overall however, I won't put one of those bluetooth things in my ear...Sorry! :)

BB, When we worked for another company years ago they wanted us to get pagers to retrieve our messages even tho we had Cell Phones. It didn't make much sense to us back then as you can retrieve your messages right from your Cell Phone, DAH... Once I figured out how to forward calls to our Cell Phones from their Office Phones we dumped the pagers. Funny a lot of their agents still after all these years are still using pagers.

I too get tired of leaving messages and never getting return phone calls.

John...

This is how things have been for the last 15 years. I have no problem with it.

I'm just getting too old to hold on to my thoughts for 15 minutes 100 times a day. So I write 'em down :)

I am my husband's business partner. The phone and answering of it is our livelihood :)

I am pretty sure my husband has no idea how to be miserable. If he did...

I wouldn't have "Let" him marry me :)

TLW...ROAR!

It always amazes me how many Realtors do not answer their phone. It's like Duh! Aren't we in the people business and that means communication? It infuriates me, no let me take that back, but bewilders me when I call for showing instructions, the lack of response - whether it be immediately or in a timely manner. The reason that I changed it from infuriating me is because I don't care. There are enough other listings out there. If you don't care enough to answer your phone, then why should I care about your listing. I apologize if this makes me seem difficult, but...

I use a blue tooth when I am driving. Your right the number one complaint is not answering your phone. but, when I am with clients baby boomers and down, I don't. Gen X and Gen Y don't care and want you to. That is their life.

I have a slightly used Bluetooth ear piece if anyone wants to buy it. The thing hurt my ear. I guess I'll just keep putting the phone up to my ear ---the old fashion way. But, I DO answer it.

So ... If you use JOTT, you could start:

Broker Bryant's Bluetooth Blogging Bonanza!

Broker Bryant. I just love reading your teaching blogs. They are simple and straight to the point. Everytime I read yours, I think of a new agent we have in our office and I try to tell him your great points. I'm going to resend him the link to AR and I'll be darned if he doesn't sign up this time. Thank you for your clear and concise teaching.

It does not hurt to answer the phone.

Ringy Dingy? Has a ringy to it ...lol .

I answer my cell phone all the time....or call back immediately if I miss a call. Simple...answering the phone gets business...duh!

How true this is. If agents would just answer their phones they would be amazed by what happens.

I couldn't agree with all of you more. There is nothing worse than calling someone, typically an agent, and not hearing back from them for days. HHEEELLLOOO, do you want to sell the property or is it just an ornament. Biggest complaint I get from clients is that the past agent called all the time in the beginning and the they NEVER hear from them later. Lesson learned alry on call and answer the phone even if it ibad news it eventually needs to be delivered. :-)

BB - good advice! According to surveys across the country, the #1 complaint of consumers towards their Realtor is lack of communication. Sometimes the toughest calls to make are the ones where you have nothing to say. It sure is important to make those calls though.

Simple, practical, I am amazed that there are coaches out there who still say only take calls at certain times?????????????????????????????????????????????

BB,

Ah the joys of one owning their own company......call-forwarding has to be the greatest invention since sliced bread.

Dick Beals

I REMEMBER ... I REMEMBER ...

It's Lily Tomlin as the operator Edith from Laugh In...

I used to mimic her way back when ... You know ... Back in our hay days ... Too much hay hun? :)

TLW...ROAR!

I only wish I could use my bluetooth. Since I changed to the Treo 650...it doesn't work with my phone. My phione goes into sleep mode and then it automatically answers or send the call the voicemail when trying to use the bluetooth....but I use the speaker phone A LOT!

That's very simple. Not necessarily easy (or else everyone would be doing it) but simple. To your Point 1: Answer Your Phone, I add - as mentioned in your blog - Point 2: Call Out on Your Phone. Communicate with your sellers, your buyers and your COI.

I get the same thing Bryant. Don't give away our secrets! I love my Blue Tooth and the idiots that don't answer their phones, because their expired listings call me and I answer the phone!

It really is that simple people! Don't listen to the coaches that tell you to only return calls between 8am-9am and 4pm-5pm daily. This is a load of crap and people hate it! I hate it as another agent that is trying to set up appointments with you and especially if you have in your listing that I have to call you first before showing.

If you call me 7 hours later about setting an appointment to show your listing, I will tell you where to stick and never show your listing to any of my buyers. You have already showed me how you are going to be when I present my offer and how you are going to be during the whole transaction! A PAIN IN MY ASS!

Todd

Goooooood evening...it's a beautiful day at Tutas Towne......this is Broker Bryant how can I help you today?????

OK so you guys have swamped me with comments already AND it's almost 8pm. That means my phone will be cut off until 8am. My computer shuts down about 30 minutes later. As Laurie Mindnich mentioned up above I advertise my phone hours and I stick to it.

Answering the phone is a HUGE time saver. Rarely do I have calls to return. The other big advantage of keeping my sellers updated is they rarely call me. That means I'm not caught off guard while I'm distracted doing something else. I have some sellers I call everyday and some I call once or twice a week. I even have a couple that prefer email updates once a month. The key is to figure out who needs what and then fill that need.

Another helpful tip is to email your sellers every time you do anything related to their property on the Internet also when a property on their street comes on the market or is sold. I do this every morning while I'm going through the MLS hotsheet doing my expired listings mailer. If I see a property that pertains to one of my sellers I just hit email and pop it over to them. Only takes a few seconds to do it.

I also arrange all of my own showings. This gives me another opportunity to communicate with my seller. Just by doing these few things it gives me 3 or 4 seller contacts per week.

If you run a print ad....copy it and stick it in the mail.

My point is there are just so many ways to keep in contact with our sellers if you just get in the habit of doing it you will keep your listings until they sell or the situation changes. It's sooooo easy.

I do NOT answer my phone if I am at a listing appointment. But I do have it on the table in front of me on vibrate. My sellers are programed in and if it is one of my sellers I may very well tell my potential in front of me that one of my sellers is calling so let me grab this real quick. Then I will simply answer and tell them I will call then back in an hour. This does two things first it lets my current seller know that I'm answering my phone and secondly it gives me the opportunity to let my potential Seller know they will be programed in and I will always answer when they call as long as it's between 8 and 8. So instead of irritating them that I answered a call during our appointment it shows then how special they will be once they sign up and list with me. It's a deal clincher.

Now if I am meeting with one of my current Sellers I do the same thing if it is a real estate company calling. Yep I have my local companies programed in as well. I do this by saying "Oops thats C21 calling. It may be a showing for your property so let me grab it real quick"

So there are ways to answer your phone during a meeting where you can use it as a selling tool.

NO MATTER WHAT I'M DOING, I ALWAYS ANSWER THE PHONE WHEN TLW CALLS BECAUSE SHE IS MORE IMPORTANT THAN ANY THING ELSE IN MY LIFE:)

And believe it or not......my sellers love that I answer when my wife calls. It shows them I'm human and I have my priorities inline.

Are there really coaches out there telling folks to only answer or return calls during specific times of the day? What's up with that? You know must of my listings sell from last minute showings on Saturdays and Sundays. I seem to be the only REALTOR(R) other agents can reach to get showing instructions. I do NOT miss showings. Heck I even keep my phone on vibrate when I'm at church!!!!

Hey Mariana, I LOVE jott and use it all the time. I do like your idea.

A few months ago, when my phone started ringing incessantly, my husband jokingly dubbed it "the money line." I always answered it then and I still do now...immediately. I PRAY for my phone to always ring!

My only exceptions are my down time Friday/Saturday/Sunday starting at 8pm. I'll happily reply to your call first thing 9am day after. Those rules are in place so I'm not courting burnout anytime soon.

If you tell me your phone numbers I'll very happily program them into my phone for when you call me :) And if anyone text messages me I am so all over it!

But this is a very good reminder to answer it always.

Taking phones calls is KEY to any business were you deal directly with the public. That's why one of our saying is "24/7 If you're working .... We're working" We take calls any time of day, 7 days a week.

Sean Allen
The Mortgage Professionals

Yep, gotta answer the phone. Amazing how many people don't.

Sooo Working at Radio Shack peddling bluetooths to supplement the income in these slow times. ;) Poinciana bluetooths --- you come up third. Hmmm good idea. LOL. As always great advice...like Jason said...an epiphany to some.

Great advice Bryant - after all, aren't we a service industry?

Would be a good idea for us if the cell phone service up here were better. But we do answer the phone either immediately or within minutes of the call. Helps being partners.

best

ok, sound like a great day. keep up the blogging.

Broker Bryant -

So what do you do when your call waiting goes off? Maybe it's the Minnesotan in me, but I always have a hard time disconnecting myself from one call to answer another, even if the conversation is really over, and the person I'm currently talking to is just saying the same thing over and over again. I always feel so RUDE when I try to cut one call short to answer another....

Bryant, one of the best pieces of advice I received as a new agent. Amen.

BB,

Oh you mean they have to actually answer the phone and return calls? Wouldn't that be nice?

People and family ask me why do I always answer my phone.... let it ring they say. But I say what if that is someone that I need to talk to or needs to talk to me.... maddening.... My phone is like a baby's cry, IT must be attended to. Got a bluetooth last month but can't seem to hit the small buttons right and started cutting people off. Used it two days....

Broker Bryant:

I enjoyed your post...I really did. However, I think that I enjoyed your follow up comments even more.

No smart comments or little jokes from me this time. You've given me something to think about. Like I shared with Jason Crouch on his post...I'm trying to return to the days of being a "Rookie" and get excited about everything that comes my way instead of just expecting it. I've gotten way to comfortable and I don't like it.

Again, thanks because the one thing that irritates me is the phone. I'm just on it so much. I need to change my outlook.

BTW...I love how you handle the phone ringing and answering it because it could be a showing! That is great!

I know for sure you answer your phone. We both do. Nice chatting with you this morning.

great coments, I always get flak because I am on the phone non stop all day. The hard thing is call waiting. But based on the responses I should get those asap as well.

BB~

I have a Bluetooth...but it gives me the heeby-jeebies...Besides, I either answer my phone or check in if I'm out of cell phone range (happens quite a bit in the mountains and while I'm out on the Land.)..But no excuses...for sure I totally and completely agree with you when you say, " if you want to be a listing agent, you MUST learn good communication habits. There is no excuse for you to take a listing and then abandon your Seller. ..." Same goes for buyer/clients. Our Firm has a Project Manger who gets back with clients within minutes even if we cannot be reached.

Man, if I could just practice what you preach. My worst failing is the empty call to tell them nothing is going on. I hear them say, "just sell it" and I already know I am doing all I know to do. My psyche battles with me telling me that they should know I haven't shown the house since I haven't shown the house! Okay, I hear ya. You're right. You are leading by example. I stand corrected. Thanks, Deb

Great point and Congrats to you on your new listings! :)

Truer words were never spoken. What's funny is that I often have OTHER realtors act surprised when I answer my phone! For some reason, they just don't expect a fellow realtor to actually answer??

I hate answering when I am with other clients or on the phone with other clients. I know a bad habit that I like to pay attention to the situation at hand :)

You can probably tell by the above statement that I have a bit of guilt going on about that. I also HATE answering when I am driving but I do have a handy voice recorder on my phone that I just discovered. Now I can answer and ask if I can record them after a conversion so we can recap what their needs are!

BB: You rock! I answer the phone at 5 in the morning while someone's trying to leave me a message. It totally discombobulates them. But they know I answer my phone!

MiT

NOV

2007

Hi Bryant: What a concept ! Answering the phone ! For the most part, I always try to answer my phone. It is much easier to answer it immediately while it is ringing than to try and find the time to return the call. Also, I find that so many people do not wish to leave a message. So... you either answer it when it is ringing, or at least 50% of the time... the call is lost. Thanks for stressing such a simple idea, Bryant. Thanks for sharing.

Good info!

All too often I hide behind the answering ma.chine.... hold on a second.....

sorry... had to answer the phone. now where was I.... oh, right.... good post...

gotta go... phone's ringing!

BB - That's great advice, as always, and one of my pet peeves. I always answer the phone unless I am meeting with a client (on rare occasions I will ask permission to asnwer the phone). It drives ME nuts when listing agents don't bother to return calls, or it takes forever (a common occurrence). I can see why this would trouble their clients just a bit!

Jeff

Nothing like getting a call back a week after you have requested showing instructions! Yes a simple reminder, and common sense. Thankls BB

BB,

Happy Wednesday. Great advice most often is to adhere to and practice the basics. If you can't master the basics then all the other efforts/actions is superfluous BS.

By the way, I have been speaking with Gene a little here and there. I suggested to him that the traffic on his home was not really due to poor representation.....it's the market. Anyway, sounds like you may have the listing back in 30 days or so.

Bryant,

Another clue. About a year ago when I was exploring the use of IVR, I picked all that I could find out of the little local homes magazine and called them. Every 800#. Well guess what, of course. Here I am possibly a warm lead or at least someone looking at a photo of a house..... 1 person out of 22 called me immediately, 1 called me back the next day, 1 called two weeks later. That was it. Figured it was a good system for me because I get back to folks. So I adopted the system and now I also get to answer the IVR TMs that come through. Really enjoy your advice. Thanks.

So simple....so true!

So true. That seems to be the biggest complaint around here. Although I am simply unable to answer my phone every time it rings I return calls asap.

Bryant, Great Advice! I don't mind leaving voice mail for my A/E's but they better return the Damn call. My clients are expecting an answer not "I think it will fly" I want an answer!

You are hitting one of my top one pet peeves.

I can't tell you how many clients and other agents tell me they are so amazed that they can reach me. How many of us have written about this problem in our business.

Not just the agents. The loan officers I work with answer their phones are quickly get back to you. I can say the same for the escrow officers and home inspectors I work with. I can not say that for many in the industry. It is impossible to provide proper service if you can reach people.

BB-

Yes, answering the phone is a big issue for owners of Expired listings. I tell them at the listing appt. that I either answer my cell phone OR for them to actually LISTEN to my message on my cell phone. I CALL BLOCK my time during the day, which means I leave a real-time voicemail message that says when I'll be making return phone calls during that particular day. I also say, if it's an emergency, "Please leave THAT information on my cell phone and I'll call back sooner." I DO try to answer my phone otherwise (when NOT in a closing, at showings, etc.) and find that that works well. Do I probably miss out on 10-20% of business that way--Probably. But I find that when you set a Seller's expectations from the beginning, then EXCEED their expectations, they are happy. As long as you are honest with them, which is always.

Anyway, LOVED your post, as always. Happy Wednesday!

My goodness!! I wake and BAM!!! Tons if great comments thanks. I have a busy day today but do want to touch down on a couple of the points brought up in the comments.

I don't normally interrupt a conversation to grab call waiting unless it pertains to the conversation I am having. If I'm on the phone already the call normally goes into voice mail. But I do call them back as soon as I hang up with the other caller.

Debra Brooks mentioned her failings when it comes to calling sellers when she has nothing to tell them. Debra the key to overcoming this is to have a relationship with your sellers. I have listings right now that haven't had a showing in 3 months. These are the sellers that need to hear from me the most.

I call and we talk about other things. I know when my sellers have doctors appointments, I know when they are taking a trip, I know Tuesday is grocery shopping day. I know he mows the lawn on Wednesday. I know his daughter 3 states away isn't feeling well. The point is, my sellers become my friends. I don't need a reason to call them I'm just calling to chat with a friend of mine.

OK I'll be back later today.

Hard to believe something so simple can be so productive. Again, as always many kudos and thanks!

I have an IVR system such as Gary posted. I have been calling them back after they have had time to drive around and look at other properties. If I call them too soon after getting their number they get spooked. I have had several ask me if I had a camera surveillance system and could see them. Some have jokingly asked if I was hiding in the bushes or if I was sitting around the corner watching. I do get nice and warm fuzzy conversations with looky lous. I have not closed anyone who has called on it yet. But it gets me talking to potential customers and I get script practice. It's all GOOD. My pet peeve is AGENTS in our market that will not call you back. One of the largest companies in our market (maybe I shouldn't mention their name) sets up their own showing appts. Call them on Saturday morning for an appointment and they call you back in an hour or two. I can't figure out why so many sellers think that is great service. I have not shown some of their listings because of lack of communication. If I was the seller, I would be disturbed about it. My buyers get upset when I can't get an appointment confirmed. And it happens over and over again with that company. We use a centralized showing service. Worth its weight in gold.

Whenever a telemarketer, charity, polititian, etc. calls, I program the number into the phone..as "Spam" or "DNA" as a code so that I don't need to take it. Nice time saver.

If I don't reccognize a number..I answer!! Of course all friends, clients and even BB is programed so I know who is calling.

Congratulations..74 comments and a gold star!.

Ring ring..gotta go....Hello

Good point. Sometimes i wonder why people have cell phones. For ALL the accessability out there some people love being unavailable.

i answer until 10:pm

and, yes, i have received many calls that late

I've always wondered why Realtors get into the business if they don't want to answer the phone to talk to their own clients. After all, these are the people who make you a good living. I took a listing two weeks ago. When I told them I would be calling once a week, even if nothing was happening, they were shocked.

Not to rain on the parade, and I DO agree that you should answer your phone as quickly as possible, and when you can't, return messages promptly.

BUT- about the Bluetooth and driving. Studies have recently shown that talking on the phone while driving, yes even with a hands free device, has you driving at a level of impairment about equal to drinking and driving. And it's funny too- because just like most drunk drivers say "I'm not impaired", most headset users say the same thing. So I beg you, when I call and you are driving, please let it go to voice mail, and I will be more than happy for you to return my call when you can either pull over or you get where you are going!

This is a link to a news article about it. I know there are tons out there- this just happened to be near the top when I googled, and looked pertinent when I skimmed it http://www.foxnews.com/story/0,2933,201586,00.html

BB, This is an issue I have been struggling with. And yes, there are coaches out there that recommend call backs at certain times during the day. Dan Kennedy promotes this has a way to have control over your time and your clients.

But your arguments are very persuasive.

I've got to think about this some more.

Bill Roberts

Hi Broker Bryant.....pretty simple info....my Bluetooth was a bit more but clarity is great....I haven't hit anyone or anything using the hands free....my auto has a phone as well just touch the steering wheel and call come in that way too! Congrats on the feature....I always enjoy your posts Broker Bryant, keep up the good work.

I often work at my computer in the mornings in my pajamas and sometimes don't pay attention to the time. I can't count the number of times that I've answered the phones from in the shower in mid-morning! Sometimes they are the most efficient calls I take because I push to keep the conversation short and to the point. ;-)

Gary, I bought a Jawbone which is supposed to be the best but the sucka kept disconnecting from my phone. So I went back to my $39 walmart special. Works great!! It even uses a battery instead of a charger so when it runs out I just pop anther battery in and I'm good to go. Sometimes less is best.

Bill, I've found the best way to save time is to answer the phone AND preemptive calls to your sellers so they rarely have to call you. That way you are managing the phone calls. Works great. I promise.

Patricia, I completely understand your concern. I actually work in a very rural area and make calls when I am NOT in traffic. Even though I am a professional at driving and talking. Your points are valid and should certainly be taken into consideration.

Erin, Beats me. Seems like we work pretty hard to get listings to then just ignore our sellers. I don't get it either.

Tom, I'm snoring by 10:)

Robert, Maybe they liked to be accessorized:)

Margaret, It was good talking to you as well. I think you too have answered the phone every time I have called. We're good!! On my phone you can actually program in numbers to reject. Check yours under options after a solicitor has called it should have a rejection list.

Donna, Sounds like that system is working well for you. The difficulties in setting up showings is just one of the many reasons why I don't have the patience to work with buyers.

Drew, Hard to believe is right.

Broker Bryant !!! Long time no talk :)

Great Blog. On the financing side of things picking up your phone is equally as important. Realtors/Consumers call me and tell me that they are suprised that I pick up the phone or return a phone call within 15 minutes.

Eddy

Broker Bryant....I couldnt agree more! Communication is the complaint that I get most of the time as well. Like you, I work expried really hard. So, with most of my listings I am the 2nd or 3rd agent for the seller. With my weekly update phone call, and my emails filling in rest of the week as things happen. They think I walk on water. I also make myself available for them anytime they want to call. What is really cool is when they call to just thank you for your hard work.

So, do we really want others to answer their phones? Ok, I do, however, I do like the fact that by time I get the listing they think I am the best thing since sliced bread :-)

As always great post.

Michael, You sound like me. My office is at home and I'm always in my PJs. We call it day wear.

Eddy!!! Where the heck have you been? I thought you didn't love us any more. Good to see you my friend.

Brande, Isn't that great? Something so easy can make us the kings and queens of real estate.

The only thing that amazes me more than the number of agent who don't answer their phone is the number of sellers who called you off your letter today. That must be some great letter!!! :)

BB , it's the truth. Something as simple as answering the phone, sometimes is all that is standing between losing or keeping a client.

Have I told you lately, that you crack me up??

Shannon, I get tons of business off my letter. I actually just got one about 15 minutes ago via email. "We received your letter will you list our house" Well OK I can do that.

Edith, No I don't think you have told me that lately. But it sure is good to hear. I guess my job is done....I made Edith smile :)

Excellent advice BB. I know it may be unrealistic, but when I call someone for a service - I tend to keep dialing if I get voicemail or what sounds like incompetent receptionists. Sue

Pretty sad..what is wrong with people! as you always say:)

NOV

2007

Bryant--I think that is too difficult. We have to sit back and eat our bon bons and watch soap operas. Answering the phone doesn't fit in with that.

Thanks for another good post!

I tried the Bluetooth route. Spent big bucks for one that is nearly invisible. Felt like I had a ham sandwich stuck in my ear! I guess I would have got used to it after a while but visions of newspaper headlines in the future reading "800 lb tumor the result of cell phone ear-bud" really freaked me out. I don't have trouble answering my phone and can not see what it takes 3-4 days to get a return call....FROM A LISTING AGENT! I am fortunate enough to have a few buyers right now and it is so frustrating. It seemed easier to get a return call 5 years ago and you would think all agents would have their cell phones Duct Taped to their heads now but....NOooooo. I feel your pain Bryant.... I feel your pain. If your headset ever goes on the fritz, just don't let your lovely wife get hold of the darn thing!

Christopher that's funny! You know I always thought these bluetooth thingies looked pretty stupid sticking out of your head.....and they do!!!! But after getting used to using one it's hard to talk on the phone with out it any more. Feels awkward holding a phone.

Blair, I'll take some of those bon bons:) To hell with the phone!!!!

Neal, I'm still trying to figure it out. I've been asking myself that question a lot lately.

Sue, I don't think it's unrealistic at all. Folks want service and they want it now. This is also why the outgoing message on your voice mail is so important. You have about 5 seconds to capture them so they will be inclined to leave a message.

Bryant, I think your advice boils down to just being available. Woody Allen once said that 85% of success is in showing up.

Great reminder! It seems ridiculous to have tell an agent to answer the phone, but in the current market following a market when the money just seemed to appear, it is time to go back to the basics of customer service. Number one is contact! You cannot possibly get a client unless the client can get to you!

Thanks for the reminder, I do have a bluetooth and I answer my phone always unless I am with a client. The tip abut using drive time to call sellers is also great! Thanks!

Point taken. In the past I would not answer the phone when I was in the middle of a conversation, but all that will change. I will even answer call from those blocked restricted and unavailable numbers (damn I can't stand people who call from restricted numbers). Are they hiding from the IRS or something? I think that is a lack of coutersy.

BB---- Hey!!! I am been around , somewhat!!! Just been really busy with customer who are in those bad 2/3 year ARMs. You will see me around alot more from now on :)

Great Videos by the way , i love the one where you played the "million dollar" super agent who doesnt answer his phone.

Eddy

Hey everyone.....thanks for stopping by. It's always good to have blog participation.

Eddy, I'm happy to hear that my friend.

Bryant,

I hear, "The other REALTOR didn't return my calls." all the time and I'm glad they didn't. Thank you REALTORS in my market that don't answer your phone and don't return calls. Yes, your life is very important and your clients will certainly understand that you have A LOT going on and don't have time to get back to them right away. I tell them you are a very busy agent when I am selling them a house. They feel really sorry they tried to interrupt your day.

Good post!

I am not a slave to my phone, I return calls during specific times and give my clients my full undivided attention. BB - Phone on in church... come on you know that's not right! There is something to be said for being FULLY PRESENT with whomever you are with.

Guess it just boils down to different styles. Different strokes for Different Folks! ok I'm dating myself here...

NOV

2007

Great blog ! I called an agent 3 days ago for a showing on a must co-show, still waiting for her to call back ! In the meantime my buyers put a contract in on another home.....HER LOSS !

Fran, we do like it when that happens. Maybe I should elete this post? :)

Hi Katrina, OK I admit I don't answer my phone in Church. I do have it in my pocket on vibrate though. Just a habit. I promise I don't check to see who's calling though until AFTER the service :) But you are right we should all find our own style and what works for us in our market. I also am not a slave to the phone. I cut it off completely at 8pm. I am however a one man company so I am the receptionist as well as the broker.

Melissa, No excuse for that. I bet the seller wouldn't too pleased to find that out.

NOV

2007

I am completely in agreement here. However, if I'm with a client and that phone rings, that client deserves my attention. Unless we are in a spot where it is appropriate to excuse myself and step away to answer, that client deserves your full attention.

Jerry, I always give my sellers my full attention BUT there are occasions where I pick up. If I do it is not to converse but just to acknowledge receipt of the call. If I do have to do it I incorporate into my "pitch". It's never been a problem. But we certainly all have to find our own comfort zone. Sometimes there are times when I MUST answer the phone i.e. a mortgage broker I've been trying to reach for 2 days for a closing in 3 hours. I have a pretty strong personality and can get away with it.

NOV

2007

its crazy how you hear of so many people not answering the phone or even returning a call for that matter

NOV

2007

BB - You might want to check out virtual officing, great option for low over head, full time receptionist, and full service conferencing. We use it now and have for many years now, we love it there!!!

Hi Gary, Yep....I guess some folks have too much business! Wish I was that fortunate:)

Thanks Katrina, I will check that out.

That's funny, Bryant! Great advice!

NOV

2007

Its true and your right- when someone calls they expect to speak to you not leave a message. I have every lead, client name in my address book so if they call I know who it is and I answer every call, unless I'm with a new listing or a buyer meeting.

Those glasses are so you.

DEC

2007

Unfortunately, in my area, there are MANY MANY places that are out of range, meaning mmy cell won't ring or if it does ring, all I hear is static before the line goes dead. Switching providers is an option, but different providers have different dead zones. Kind of stinks because I'm not home all that much, and I'm not in the office all that much - I'm usually running around here and there.

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