Monday, I got to the office at 8:30am only to realize I forgot my mobile phone at home. For about 1 minute, I felt the same panic as I did the first time I ran out of the house and got in the car to leave, only to realize I'd left my new born son in his crib. I was Mr. Mom and a brand new Dad and still getting used to it...ever been there?
Now, I know I'm going home for lunch at 11:30am and I have 3 projects to do before lunch, so I do the unthinkable; I got to work and didn't worry about my cell phone; it became a natural gatekeeper.
We seem to have accepted this ridiculous notion that we need to answer our phone whenever it rings. Evidenced (I suppose) by the number of people that call me, hang up on my voice-mail, never leaving a me message. I don’t return missed calls, do you?
Call me old fashioned...
- If I’m showing property, I’m focused on my clients; no calls, unless to do with our tour of homes.
- If I’m writing an offer, I’m focused on the offer; no calls unless to do with the offer.
- If I’m in a meeting or training, I’m focused on the speakers; no phone-period.
- If I’m already on the phone, I’m not putting my current conversation on hold.
The violations above, all communicate the wrong message: What’s coming in, may be more important than what’s happening now, aka you’re not important enough to me.
*Here’s a fun fact, did you know that 75% of the people surveyed about their cell phone habits admitted to taking their phone into the bathroom and taking a call or they go in while still on a call? More Stats:
92% own a cellphone, 68% own smartphones, 45% own a tablet, 80% shop on their mobile device
If you are diligent at calling back, people can wait. They will see that you are on top of your return calls and relax about leaving messages with you. We’re not saving lives, we’re selling homes, no one will die if they wait an hour. Have you ever called back an “emergency” call, only to find out they resolved it before you got back to them?
If you always answer your phone, what is that communicating to your clients and colleagues?
- Wow, he’s really on top of it! OR
- Wow, he really isn’t that busy, he’s always available to chat.
When I call my doctor, who answers?
A medical admin., or a nurse; never my doctor, I’d be concerned if he did every time.
When I call my lawyer, who answers?
A secretary or a paralegal; never my attorney, I’d be concerned if he did every time.
When I call my CPA, who answers?
A secretary or junior accountant; never my CPA, I’d be concerned if she did every time.
It’s always a gatekeeper or voice-mail and it’s never the busy professional. Here’s another fact: If I call any of those professionals after 5pm or weekends, I don’t lose my mind in anger if they’re closed for the day, I actually expect that. I respect their hours & process, whether I like it or not.
Did you know? It takes longer to take a call than return a call.
This is why I have dedicated return call hours and some dedicated accept call hours. I time block my phone, e-mail & texts, so that I’m not constantly interrupted and get nothing done. But, my clients know I'll be back to them soon, thorugh my greeting instructions.
I find it creates perceived value in my clients’ eyes if I’m busy, but communicate well; set up expectations and honor your commitments and boundaries, which includes returning calls, e-mails & text when you say you will.
Did you know? It takes your mind up to 11 minutes to return to focus/concentration on the task at hand after being interrupted. That’s a lot of wasted time each day if you do not organize your call habits. So, what happened that day? I went home for lunch, returned the 1 text, 2 messages and ignored the 3 missed calls that didn't bother to leave a message. Rome didn't burn down and oh by the way, I enjoyed my lunch knowing the 3 morning projects for my business were done!
Image courtesy of [Kamnuan] at FreeDigitalPhotos.net
*(courtesy of Buffini & Company)
Well, I don't either consciously very often, but the older I get, the more I seem to forget it. 
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