Phone duty is a waste of time! Or is It?
You decide. First, let's address why some perceive phone time as a waste of time.
Most of the problem lies in either a lack of training, knowledge or desire. I have been on phone duty as a new agent and an experienced agent an I am always bewildered when new or old agents, also on duty, throw potential clients away. I am not creating this article for the purpose of giving phone dialogue or new scripts, but just to ask that you treat each call as if you paid thousands of dollars to get them to call out of your pocket. If you paid all that money in advertising to inspire someone to call you. Would you change what questions you asked? Would you end the conversation at the same point? Many of you are reading this and saying, "No, not if I had to pay for it". If that is your reply, then what makes the difference? Perspective!
Have you ever heard the agent next to you say, " I'm sorry that home is under contract. Thank you. Goodbye", and they hang up the phone. Makes me want to reach out and touch someone. If you read that and said what's wrong with that, then we need to talk.
People that call in your office are calling to get your help. Did you help them by telling them it's under contract? No! You just answered a question. Helping them would be to follow that statement with, " I'm sorry that one got away. Were you trying to find a home in that area? I have others available that may fit you needs". Notice I did not say, "Are you working with an agent?'. At this point, I am just trying to determine if they will even allow me to help them, should I find out they are not working with anyone. Try asking questions that don't lead to confrontation, like asking for their name, or if they have been pre-approved to early in the conversation. Remember, they don't even know you yet. Earn their trust and confidence by asking how you can help first and offer suggestions to show you care about meeting their needs. Once you have them relaxed and talking to you it becomes a lot easier to ask the other questions.
OK, but what do I do now that I have a conversation rolling? Ask if they have taken the time to talk with a lender to get pre-approved for a mortgage. Inform them that this should be a first step and will really help in their agents negotiating power with a seller. Notice, this is my first mention of their agent. Typically, on of two things happen here. The customer will say, "Oh, I don't have an agent yet" or they will let you continue talking. If the latter happens, you could then ask, "Do you have an agent that is representing you in purchasing your next home?" Now, be careful at this point because this is the next area many agents fail, should they get this far. The client may say they have an agent and many times this is where we wish the customer well and say goodbye. Doh! You have just had this nice conversation going, why stop just yet? Next question: " That's fantastic, it sounds like you are making the right decisions by choosing an agent to represent you in negotiating on your behalf. Who are you working with?"
Now, the truth will come out. Either they are working with someone or they are not. Many times customers will say they are working with someone, because they know you are now going to try and get their business. It is almost a natural reflex for most of us. It's not that they don't like you or won't give you an opportunity to earn their business. It's almost a habit. Take the time now to explain that if they are not under a written agreement to be represented by an agent, that you would simply like to be one of the agents they consider when they interview agents. Oh, Did he say interview agents? Do you think this might crack open the door just a little.
I hope you can see some of the difference that can be made in how we handle our time on phone duty.
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The above mentioned is just a small piece the phone duty pie and much more could be said and learned for both the new and experienced agents. Remember when I asked if you would handle the conversations differently if you were paying for that phone to ring? Well, You are! It comes out of your commission every sale in the form of office fees or commission splits. Stop throwing away your money and wasting your time. Turn your next call into a new client for life. Change your attitude about phone time and your perspective and you will find that many more of those calls become profitable and enables you to help people fulfill their desires.
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Mike Gambino is part of Prudential Patterson Realtors® and can be reached at (800) 321-8586 or contacted by e-mail at WeCanSellHomes@sbcglobal.net . You may also visit us at http://www.wecansellhomes.com/
Prudential Patterson Realtors is an independently owned and operated member of Prudential Real Estate Affiliates, Inc., a Prudential Financial company. Equal Housing Opportunity.
While the contents in this article will apply in most states, they may vary in your particular locale. Mike Gambino is a licensed salesperson in Missouri.
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