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Hi, This is ... Thanks For Calling. I'm Not Available to Take Your Call...

By Jeff Dowler, CRS

Real Estate Agent with eXp Realty of California, Inc. CA DRE #01490977

February 03, 2007 07:17 AM

Grrr. How many times do we get that sort of response to our calls. It's inevitable, of course, since folks are busy and can't always answer the phone. And I (like many of you I hope) turn off my phone when I am with a client so I can devote my attention to my buyer, seller, or prospect. So callers get my voice mail. I'm OK with that and my clients appreciate it.

The dilemma - what message do you leave for your callers? And how do you respond?

Some that drive me nuts - or I guess it's the response that's so annoying:

Hi, this XXX. I'm not available right now but I will be returning calls between X and Y. Please leave a message:

Ha - guess what?! I don't get a call back between that time, or at all. And, BTW, I have an offer in, as you know, with a deadline. Perhaps you should call me some other time...like earlier?

This is MMM and you've reached my voice mail (Got that, I think). Your call is very important to me, so please leave a message...

Well if I am so darn important, why didn't you call me back?

Hello, you've reached......I will call you back as soon as possible.

Yep, another one that didn't do what they said they would. 2 days later and I'm calling again, for the 3rd time.

Perhaps the problem is not so much the message that you get. We ought to be used to this by now, since voice mail has been around for years, and we know that some people hide behind it (got caller ID? Yep, I'm not taking that call right now....) The problem is the etiquette surrounding the message - or lack thereof.

Maybe you don't have an answer to the question, or your seller is furious about a problem in the transaction, or the client wants feedback on the status of their sale. Maybe you know the call is bad news, or the news you have to share is bad. And how about the requests to show your property (and you state in the MLS - please call first for appointment). So what's the problem with returning the call. Fear? Anger? Laziness? Are you really SO BUSY you can't return a call? Maybe.

We all get calls we don't want to answer (I DON"T return telemarketer calls, BTW, or the few that leave messages). But isn't our business about communication, at least in part? Don't we owe it to our clients, associates, prospects, etc. to communicate back to them? After all, they called you. Now the ball is in your court. Hopefully voice mail tag won't be the game.

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Lenn Harley

Lenn Harley, Homefinders.com, MD & VA Homes and Real Estate - Leesburg, VA

Real Estate Broker - Virginia & Maryland

Gee thanks Jeff. For letting me know that I'm not out of my mind.

The one that irks me more than any of the excellent irksome messages when they are bold faced lies is the "I'll be returning phone calls between X:00 p.m. and XX:00 p.m."

I really am insulted at that when I realize that the person at the other end of the phone expects the entire world to arrange their schedule around them. I have been known to leave a message on that person's phone that I have an offer on their listing, but since they will not be returning their phone calls until after my buyer has left town, we'll just have to go to the buyer's second choice.

O.K. Through venting now.

Lenn, Homefinders.com

Feb 03, 2007 07:56 AM

Carole Cohen

Howard Hanna Cleveland City Office - Cleveland, OH

Realtor, ePRO

Jeff everyone gets involved and can't pick up the phone every single time it rings but as you point out, not calling back in a timely manner is rude, annoying, a breach of fiduciary responsibility etc. It makes my blood boil just to think back on all the times an agent hasn't returned my callls. One time an agent said 'I don't turn my calls over to anyone when I am on vacation because it's my business, my money to earn.' And I told them it was also their money to lose.

Feb 03, 2007 07:59 AM

Ron Withers ----Retired Mortgage Professional

Kissimmee, FL

Jeff,

Your first one is a pet peeve of mine. I will be returning my calls between X and Y! But if I am important to you and I'm not available on your schedule should I take by business to someone that can demonstrate some flexibilty. It realize that there are some times that one can only react at an earliest/specific time. But if this is a standard recording/response.....then count me gone. At least add, if this time is not convenient for you please indicate the best time(s) you can contacted.

Feb 03, 2007 08:03 AM

Jim & Maria Hart

Brand Name Real Estate - Charleston, SC

Charleston, SC Real Estate

"Don't we owe it to our clients, associates, prospects, etc. to communicate back to them?" YES, we absolutely do! I personally hate voicemail tag. That's cause I'm usually on the waiting end, just like you. I can't explain why an agent would just ignore your call, especially if you have a question about one of their listings or have an offer in to them. Very inconsiderate.

Feb 03, 2007 09:10 AM

Jeff Dowler, CRS

eXp Realty of California, Inc. - Carlsbad, CA

The Southern California Relocation Dude

Thanks, Lenn. That one angers me the most. I am dealing with it right now, and there is an offer on the table in a short sale competition. I left the message yesterday - no call between 1 and 2. Grrrr

Jim and Maria- Thank you for stopping by. I hate voice-mail tag, but I do know it is often unavoidable.

Ron - seems like the "returning calls between...", while recommend to people, is something that drives lots of us nuts. Why say it if you won't do it?

Carole- Love your comment. And that statement to the vacationing agent is priceless. I either take my phone on vacation, or if I don't I always make sure there is someone covering for me (plus have someone back at the office to take care of issues I can't by phone). And I really hate it when people ARE on vacation, but don't bother to let you know that in their voice mail. Until you get a message back a week later. I don't get it. :)

Feb 03, 2007 09:51 AM

George Souto

George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT

Your Connecticut Mortgage Expert

Well my voice message contains both "Your call is very important to me, so please leave a message" and "I will call you back as soon as possible" I guess the defference is that the message really is important to me, and I do call them back as soon as I get it.

Very few things in life tick me off more than when someone does not return my call that same day, and because it ticks me off so much I make it a point to return mine, the minute I get the message.

Feb 03, 2007 10:52 AM

Renée Donohue~Home Photography

Savvy Home Pix - Allegan, MI

Western Michigan Real Estate Photographer

This is becoming a huge problem as of late. Not only are people slow to return but they are rudies when they return the call or you may finally reach them.

I think the slowing market is forcing people to find 9-5 jobs.

Feb 03, 2007 04:47 PM

Jim Crawford

Long & Foster - Fredericksburg, VA

Jim Crawford Broker Associate Fredericksburg VA

I love this post it is very true! John Edwards has an easier time communicating with the dead!

The recordings are from hell aren't they! I agree with you fully! The attitude and messages are almost numbing! ! "Your call matters...I'll you call before... or after...I''ll return the call the next day, but not on weekends!" Sounds too familiar! They are part timing in real estate.

Part-timers killing the real estate profession! No Accountability!

Feb 04, 2007 12:34 PM

Nick M.

Certified Residential Appraiser- West Palm Beach Real Estate - West Palm Beach, FL

Realtor-Appraiser in West Palm-South Florida Real Estate Appraiser

Hi Jeff.. thanks for writing about this topic, which we all encounter and may never discuss until Active Rain. Your post is accurate, and we share the same concerns. It all comes down to respect, in my eyes. If you respect your business and/or or the fact that someone is calling you, then they deserve and answer. Dont you just dislike it when someone doesn't answer and when you finally catch up with them they say something like "I didn't have any new information, so I didn't answer." WHAT? I make it a point to never dodge a person. I will call back no matter what. I like to be a stand up guy like that. Maybe it's just my personality. But please, no crackhead calling.. you know.. 3+ calls back to back.. all within the same minute on my caller ID.

There are time that I dont answer right away, but make it a point to return as soon as I get the message. examples are: right in the middle of an appraisal report and breaking concentration means a setback or loss of focus, I'm with a client, inspecting a property (measuring, taking notes, etc), eating lunch, etc. But calling back within 15 minutes - 1 hours is absolutley respectable. my two cents.. thanks for listening. :)