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Taking cell phone calls while with clients/customer

I often find it amazing when I see agents walking around with clients/customers in the middle of demonstrating a home stop and answer their cell phone. Do they say excuse me? No, not these agents.

I know there are many reasons why we need to answer our phone. It could be we need to take a call from another agent we are meeting later on or we are waiting for more information about a house we are showing with these clients.

What about the agent that is sitting in the conference room writing a contract and stops to chit chat with a buddy. Is this rude or what? I see it all the time and I wonder what the clients are thinking.

A couple of weeks ago I had to meet an agent at a property he was showing in order to drop off an escrow check on a sale we put together. I pulled up in front of the house and waited for him to come out.

He exits the house on his cell phone which cracked me up and I get out of my car to hand him the check. He is still talking and talking to me at the same time. I just chuckled inside.

I am thinking where are his buyers? Out of the corner of my eye I notice the listing agent walking from the back yard with her phone in her ear. Where are the buyers? At least five minutes go by and both agents are still on their phones and then finally the buyers come walking out of the house.

Both agents say they have to run to whoever they were talking to and then they say goodbye. Everyone mingles in the middle of the street and off we all go.

I guess I might be "old school" but then again I wonder how the buyers felt being left alone to wander on their own while the agents are chit chatting. I guess I wouldn't mind being left alone to talk to my wife about the property but if my agent was taking phone calls that had nothing to do with us, that would bother me.

I feel if you are going to take a phone call then that phone call should be about the clients/customer, not about what tee time you have to make tomorrow or about your girlfriend taking little Johhny to the dentist.

If it's an emergency from home that is understandable and please keep your phone on silent. It's all about the client/customer not you.

Posted by Jay McGillicuddy~Real Estate Broker on 05/21/2008 10:29 AM

Comments (135)

cell phones

135 Comments on Taking cell phone calls while with clients/customer

MAY

2008

I agree with you and I have picked up phone calls while I was on an appointment, but like you said it was because I had to pick up for another agent that I had a contract with.

Jay,

I absolutely agree with you. I must be old school too. I do not answer my cell phone when I am with clients unless it is a call from my husband or kids. They know I am with clients and wouldn't call unless it is important. It usually is a very quick call, (ie: "Honey, where is the check book?") I also tell the clients if I waiting for a specific call on a property before hand.

When I meet with clients for the first time I tell them that I don't answer my phone when I am with clients unless, ...and I give specifics. I also tell them that if they need to get ahold of me to leave a message and I will call them back as soon as I am able. Usually within a couple of hours. They are very understanding because they know I am giving them my total attention. in this business you really need to give your total attention to your clients or they will go somewhere else. And I don't blame them.

Jay This is an ongoing debate here in the Rain, and I totally agree with you. I've yet to encounter a "real estate emergency" where seconds matter. Part of being a great real estate professional is scheduling your activities where they don't coincide and anticipating the next hurdle. If you do these two things well then you'll rarely be in a position where an incoming call can't go to voicemail. The customer I'm with is #1 priority and everything else can typically wait the 5-20 minutes until I have a chance to check my voicemial.

You know what? Many times a customer will hear my phone vibrate and when he/she says "you can take that" it gives me the perfect opportunity to butter them up by saying, hey you are my #1 priority right now! Points for me :)

P.S. Next to my cell number on my business card it says "Voice/Text" so that my customers know they are free to text me. I can reply to that in a much more discreet manner than returning a phone call.

I totally AGREE with you. When I am with clients, I am WITH clients. That is what I have "voicemail" for. This is a good post and many should read it!

Thanks!

Jay, when I'm with clients, the only phone call I will answer is from my wife. Everyone else can leave a message and wait for a call back.

That story is almost unbelieveable! Except that I have seen it too. I just don't get it. Essentially you are letting your buyers know that they are second best. That is not the way I would want to be treated! Very unprofessional!

Amen! Its not just with clients this should be common courtesy anywhere. People should have to take cell phone etiquette to be able to graduate High School.

Jay, I agree with you 100%. I get so mad with agents that answer their phones while they are showing. Unless it is an emergency or in regards to another showing, do answer the phone. It is rude to everyone else and it lets the others know that they are not valued at all. Thanks for the post, Jim.

My gramma taught me better than to do that! Basic good manners require that you focus on the person you are with and make THAT person a priority for the moment.

When did we begin to lose the personal touch? When cell phones became widely available!f

I totally agree with this as well... I put mine on vibrate whenever I am with clients. If it's convenient I will look at it to be sure it isn't a child (but they are all adults now, so not quite as dicey as when they were little). I expect the same from people I work with/for too. I used to work in Corporate America and they are no better, they take calls all the time when you are in meetings with them. How DID we survive without them???

I'm with you 100%. The thoughtful agent lets unrelated calls go to voice mail.

I have seen it also. I don't answer when I'm with a client- I will call them back. My wife knows not to call when I'm with clients because I won't answer. She knows if there is an emergency to call first- then text- I can look down and read it without being rude. We even had a whole system in place last year while she was pregnant so I would know it was important and to answer.

I find that some real estate agents I work with bring their clients to my office to get pre-approved and then take phone calls and talk at the top of their lungs into the phone. THis is such a distraction. I have one that I call and depending on where she is the call is not foucsed on what I am saying but what she is doing, it could be driving through McDonald's or taking her dog out or being in the car with he husband and telling him how to drive. Rude, Rude Rude. However, I better not ask her to hold on . I guss my time is not as valuable as hers.

Speaking of cell phones... I was recently riding in a car with three other agents. We were ALL on our cell phones. I had to wonder what people in other cars were thinking. It must have been quite funny to see.

Jay....this is so true and so sad. I am also old school. When I am with clients, I am with them. It is their time.

It's amazing how many times we see this sort of thing. I wonder how the seller would feel knowing that buyers were left to roam around their house unassisted. How much did the agents miss by not being involved in showing? Very unprofessional behavior. These are the same sort of people who are talking on their blue tooth at the grocery store, restaurant, etc... completely oblivious to their surroundings. Hmmmm..... can you say pete peeve? LOL

good post..but I always answer my phone. If I am with a client, I tell the caller that I will call them back. i don't think it is rude.. I tell the person that I am with before hand that I will answer my phone.

Jay - Absolutely, I concur 100%! I remember an Agent at a closing one time who was sitting at the closing table yapping away on his cell phone on 'another' deal while we were going over everything with the client. The Title Guy & I just shook our heads in disbelief at how rude that man actually was.

Jay...

If my phone rings when I am with clients, I let it ring. When THEY ask, aren't you going to answer that, I say "No, I'm with someone more important right now!" Goes a long way to client loyalty!

Old School - raising hand! I will never pickup a call when I am with a client. Most of the time I change my voice mail message to say I am with clients and will return calls when I am done which will be around XX time. My family knows if they hear this not to leave a message and if it is an emergency they know to keep calling so I can see the number and respond (never have used that). People are important to me and I show this by respecting them. I also don't answer when out to dinner or spending scheduled time with family. Life is too short.

I don't believe in answering the call when I'm with a client. However, there are certain calls that are for their benefit that I will take: but only if the call relates to the particular client. I don't think this is being old school: I look at it as common courtesy and respect. If you don't show your client those 2 things, they will be more inclined to show you the door.

I never answer a call when with a client. I do, sometimes ask their permission if I can check my voicemail if I am waiting on a confirmation to show a house with that particular client. Otherwise, no way. It just isn't fair to the customer who deserves my 100% attention

I'm a Gen X'er so I'm not old enough to be "old school" but I only answer calls that I feel I absolutely have to answer (ie I've been playing a mean game of phone tag and finally we can talk). I also only take calls if they are super short, like setting up a showing. (30 seconds and it's done).

I also have had my phone ring, looked at the number, and let it go to voicemail. I do think it is nice for clients to hear, "no, they can wait. I'm helping you right now."

Jay, I couldn't agree with you more. I don't think you're old fashioned, I think you have common courtesty for others which everyone should. I don't think anyone really needs to be on a cell phone during any type of transaction, no matter how small. If I'm in a check out line somewhere I don't find it neccessary to be on my cell using my "OUTSIDE" voice so the line of people can hear my conversation. It's just rude. I could keep going and provide many more examples but I won't bore everyone!

Nice blog though!

Kristi

You are 100% correct. Using the cell when with clients shows no respect.

Wow what a surprise with all these comments. Thank you all.

I am off to walk some land and I will be back later.

Thank you

I think we're raising a new generation that have grown up with a cell phone in their ear. The agents who walked out on their clients are likely also the ones who sit at dinner, in a restaurant, gabbing on the phone. I've even seen people take calls, while sitting in the movie theater.

Jay - This reminds me ofthe Real Men of Genious beer commercial - you know MR. Cell Phone Guy. I try not to answer any calls if I am at an appointment.

Whomever is in front of me has my attention first. . .I will answer a call only if the call is "muy importante" and only after I excuse myself.

I don't answer when I'm with a client, unless it is my wife, because she knows not to call unless it is an emergency.

I am a loan signing agent. When I start an appointment, I ask if it would be alright for me to take a call from a prospective client. The cell phone is the only way I can secure a signing. If I let the calls go unanswered I lose jobs. If the call is something that can wait, goes to voice mail. Most borrowers understand.

I agree completely and try to avoid answering my phone if I'm with someone. If you feel you "must" take a call, the least you could do is ask for permission first! Manners!

Thank God for voice mail. I never miss a call even though I turn off my phone when with a client. If they want to talk to me they will leave a message. The only exception to this rule is if someone in my family is in the hospital then I leave the phone on and explain to the client and only except calls from family members.

Jay, Drives me crazy sometimes. I think it comes down to a pervasive attitude that people feel important by talking or texting while engaged in another conversation. Just the sign of the times we live in.....All I know is that I am just not that important. The person in front of me is.......

...just one more comment from me. When call-waiting first came out, IF I was on the phone to someone ( my sisters were famous for this) and they said, HOLD ON I have another call, when they got back to me....I was GONE. Just plain rude--UNLESS it is some emergency. Okay, 'nough ranting from me.

In this day and age, it's amazing how we think we *need* to take or make a phone call immediately. Remember the days when we'd return to the office, pick up voicemail and return messages then? I bet an agent's customer service was better on showings in the good 'ol days!

Amen, brother! It's funny, I overheard someone the other day who called an agent. The call went to voicemail and the person's comment was, "What kind of agent doesn't answer their phone?" I answered her, "A responsible one." Sure, there are times to answer a phone and we certainly should if possible, but there are just as many times that we should NOT. I only answer my cell phone when I'm with clients for emergency calls from my wife. Period.

Interesting story -- My Daycare provider was telling me she was excited because she had a blind date later in the week. She said the guy sounded perfect.

The next week I asked how the date went and she stated she did not intend to date him again. Why not? "Well, he came walking in (to the diner) while tallking on his cell phone". Her impression was that he wasn't excited to have the chance to meet her.

One Customer at a time.

This is a great post, and I completely agree with Peggy.

The only time I will answer the phone is if it pertains to the clients I am with, (appointments, lender, etc.). I think it is very rude to not give our clients all of our attention. Good post!

Now you have struck a nerve! This is my pet peeve! I goes against everything that we were ever taught about common decency! You owe your clients your complete attention! At a meeting or training session it is very disturbing for agents to be jumping up to go outside to answer the phone everytime it rings!!! When I am with a client, agent or in a meeting I change my voicemail message and tell people when I will be calling them back! I am not a prisoner to my cell phone and my clients and agents know that when I am with someone I will not pick up the phone but they know when I will return their call!

Sorry, there is no excuse for neglecting a real person right in front of you. I have my phone on vibrate and do not even look at ID. Personal manners died in this country a long time ago. I also do not interrupt when a call waiting comes through. How rude. Anyone can wait 5 minutes for a return call.

Jay, I agree with you 100 percent!!!! I actually inform clients from the start that I will NOT answer my phone when I am working with them... unless it is my broker. I let them know that when I am with them they get my undivided attention. So, if they ever call me and I do not pick up, I will call them back when I have a moment. EVERY BUYER IS GLAD TO HEAR THIS!!!!!

Jay- I totally agree with you on this. It isn't just agents, it is almost everyone these days though. Pretty much nobody practices any form of cell phone manners. People in the bank talking on the phone and the teller, grocery stores, resturaunts, etc., etc., etc. I only answer my phone when I am with a client if it is from home incase it is an emergency. If it is not I let them know I will call them back in a little bit. However I still only answer it after letting the client know I need to take this and stepping away a little, everyone else gets a call back after I am done talking to the client. Also my phone is always on vibrate, as it is always annoying to be interupted when you are with a client by a ringing phone, even when you are just having a casual convo.

Jay, that is so rude, and I completely agree. I explain to my clients that I've left a message with an agent, or??? and need to take the call; otherwise, it's on stun.....no visiting while I'm with them. Very tacky.

This reminds me of something that happened to me....

Once an agent was doing a home inspection in the house next to my house. She parked her car in MY driveway because the other one was full of cars, and there is no parking on the street, it was a busy street. I knew who this agent was.

I had to leave and went next door and told her I had to get out. I see her buyers and the home inspector waiting in the kitchen for her.

WHILE SHE WAS TALKING ON HER CELL PHONE, she gives me the finger, (not that one), the pointer? finger?, like saying wait a minute to me. I walked back in my house and waited for her to move her car.

I waited 10 minutes and went back next door, knocked on the door and the home inspector answered it and said, "If this broad doesn't get off the damn cell phone I'm leaving." The buyers I see now are very aggravated.

Well here she comes, STILL ON THE CELL PHONE, GIVING ME THAT FINGER AGAIN!

I yelled at the top of my lungs "GET YOUR F----ING CAR OUT OF MY DRIVEWAY!" Her buyers started laughing.

She hung up and moved her car.

Jay: It's amazing a client would put up with this for very long. I suppose the agent believes this impresses his client because he's receiving calls. I think it's rude and speaks more of arrogance and disrespect to the client and their time constraints. I leave a voice mail message when I am out with clients. I'm sorry the agent needs to take a phone etiquette class.

Patti - Capital Line Funding Group - CA

Jay, Let me put another perspective on this. There are times when I will answer my cell phone when with other folks. I have all of my customer/clients programmed in so know if they are calling. If I am at a listing appointment I may very well answer if another one of my sellers calls. Here's why:

I want my new potential customer/client to know that I'm easy to reach. What I do is explain to folks right up front that I may have to answer my phone if a current customer/client calls. I let them know that once they list with me I will pick up when they call as well. BUT......I do not carry on a conversation. I simply answer and let them know I will call them back as soon as I finish my appointment. It takes less than a minute and I have impressed my current customer by doing what I say will do i.e answer the phone...and I have impressed my future customer for the same reason.

So I guess it's all in how you handle it.

Jay,

Was away from the Rain for too long, but (thankfully!) returned recently. What timing too ... fantastic post! Customers are the reason we - in our professional capacity - exist, so I couldn't agree more! And, although a bit off-topic...

Sox @ KC tonight at 7:05PM ... GO SOX!

(forgive any type-o's as my spell-check's not working?)

Scott

I totally agree to disagree with BB. Especially if/when I am on a listing appointment or showing property. UNLESS there is an emergency. If we set up our voice mail to explain "I am with clients,...but will get back to you as soon as I can..." most people understand. IF they don't, well, NOW that is another post.

Incredible -- I have never seen such a thing, but it is obviously not good. I would never treat buyers like that.

The only call they have to take is the one from me because the only reason I'm calling is with a buyer or seller referral.

If they don't answer their phone and I have a buyer waiting for a call back, I have to go to the next agent.

Most of our referral agents learn that rather quickly.

Guess I'm old school too - When you are with me I want you to BE WITH ME! When I'm with you - I AM WITH YOU!!! Others can just wait....

Jay, the only people I answer for is my kids. I explain that to my clients. I have found that younger GEN Y and beyond answer and chat. They have told me too, but at my age it just seems rude.

Hi Jay,

I always explain to new clients they can reach me anytime on my cell however, if I'm with clients I won't pick up to leave me a message. I must be old school too! :)

Jay...

The one I don't like is when I hear someone is actually answering their phone while on the toilet.

Gimme a break :)

TLW...ROAR!

These are the types (that routinely demonstrate rude behavior by taking calls) that later whine that their past clients went with a different agent on their next transaction. And they can't figure out why....

Jay,

I couldn't agree with you more. I can't think of any reason to take a call. Think of being out to dinner and your foodserver's cell phone rings, they stop taking care of your needs and answer the "important" call. At the very least, I would NEVER go back to that restaurant and might very well just walk out. It's crazy to me that you have to even post such common sense, but yet we see it every day in every line of business. As far as I'm concerned, no excuses.

Hi Jay - I am SO with you on this! I think it's rude and totally unprofessional, except in emergencies, and in the situations where you're waiting for a call back on the property or something like that.

A while back, one of the agents in my office came back from appointments very upset with herself. She shared with us what had happened, so we could learn from her mistake. She had been out with some high-end buyers and took a phone call while with them. At the end of the day that day, the wife told her that they didn't think it was going to work with them continuing to work her. She felt that she had booked that agent's time and felt that agent gave those buyers the impression that they weren't important to her, so they let her go.

She was embarrassed to tell us this story, as this agent is a top-notch very professional agent, but did not want any of us to go through that kind of experience.

I've seen too many agents take too many calls while showing property, and every time I shake my head and wonder, like you do, just what those other clients think when that happens. Shame on those agents who send the message, real or not, that the client they're with is not worth their time long enough to stay off the phone.

Ann

Jay - how totally unprofessional. I would be so embarrassed if I saw this happen...embarrassed for the buyers! No wonder the public doesn't think we're worth what we're paid.

Jay, it is unprofessional and I try not to get on my cell phone when I'm with clients. The problem anymore is that sometimes I've called to show 10 homes (we don't have a central scheduling company) and they are returning my calls to let me know when I can come. It annoys me, but seems necessary. I absolutely don't answer personal calls when I'm with my client unless it is an emergency!

98% of the time I will NOT answer my cell phone when I am out with clients. If I do it is because I have made a call on their behalf about a listing and am waiting a response.

Jay,

I totally agree with you. What a way to make a customer or client feel inconsequential.

I agree but it's okay. Those people make the rest of us look better...I'll contradict myself by saying it's really a double-edged sword. Those people make themselves AND US look bad!

I tell all my people that I am available to take their calls except when I am with other clients. Unless it's an emergency it goes into voice mail. The client I'm with comes first. Most people, except Lenn :) would understand that and even appreciate it.

Thank you all so much for your contibution to this post as we all have learned that when Lenn Harley calls this is one call you need to take.

So, don't forget to visit Lenn's blog and add her number to your contacts so you will know when she calls.

Jay: LOL

Alright.. I am going out on a limb here, but sometimes, I will answer the phone, especially if there is a buyer's agent showing my listing, and I know my phone call is for a good reason... i.e something regarding another pending deal, a listing. But ... A friend... no... I will call them back.. If we aren't expecting somethign crucial, just leave the phone in the CAR.... We are in charge of that damned thing.. aren't we?

Jay- I'd gladly add Lenn to my contact list, but I have a feeling, the 800 number is not the one from which she makes her calls.

I have Lenn's number programed in my cell phone and I tell all my people that if she calls it is an emergency... LOL! I love Lenn!

Jay when I am with a borrower I do not answer the Cell Phone, they have my full attention when I am with them. As soon as I am done with them I return all the phone calls that I might have gotten while meeting with them, all other times I answer my Cell Phone right away. My Cell Phone is on seven day a week up until 10:00 PM, and my borrowers are the most important thing when I am meeting with them.

What's funny is that many of my clients will (upon figuring out my phone is ringing) tell me to get it. Of course, I try to avoid as many of the calls as I can, and only take the actual important ones.

I'm with you Jay. If I'm with clients, I usually don't answer the phone. If I am expecting an important call, I always warn my clients first, and then keep it short.

Jay: WoW... You are 100% correct. I don't like to answer my phone while with clients as a innocent quick question can turn into a legnthy call. I have even see agents take calls while in closings and not paying any attention to their clients when it is show time.

if it's another client, i'll briefly take the call and say that i'm with another client, can i call them back.

I think some agents answer their phone because they want to appear "busy". Like they impress their clients by being "in demand". I have a friend in the biz who shall remain nameless that picks up 100% of his calls even if he is in the middle of writing an offfer. I tell my clients that I either turn off my phone or screen calls when I am with them, and if I don't answer when they call I am with a different client.

I was going to write a post about this very thing!!!

TURN OFF YOUR PHONE, OR YOUR CLIENTS?

I agree with you, people need to put themselves in another person's shoes. In other words, turned around, how would they feel? Thanks.

Even though I was in the cellular business for several years, I've always thought that a "manners course" of sorts should be included with every phone. (LOL)

It is amazing how a little common courtesy (or discourtesy) goes a long way--voicemail was invented for a reason!

MAY

2008

Jay, I am so in agreement with on this one. Years back when I worked in the security industry I would walk into my distributor to buy equipment. I would literally have the merchandise sitting on the counter with check in hand and the numb skulls behind the counter thought it was more important to answer the phone from a "potential" customer that only had a question, than it was to finish up with me first. It still burns me up thinking about it.

That is just rude. The only reason we take calls is if we are waiting to hear back about showing a house that we are trying to take the buyers inside. If some other call sneaks in while we are thinking it is the other one we want, we just take a message and tell the party we are with a client and must get back later.

I find it hard to believe that anyone would ever disagree with you! How does the saying go? "if you don't like what i'm saying, i'm probably talking to you?".

If i ever forget to put my cell phone on vibrate when with a client - i apologize for the interruption and promtly turn it off. I explain to them that i do not answer my phone while with clients. They insist it's ok but I know it impresses upon them that they are your most important client to me right now.

When returning missed calls and emails I always apologize for not being available and explain to them that I do not answer my phone while with clients, and I will show them that same courtesy.

This blog hit a chord based on all the responses! I do leave my phone on with clients - I think when they see me shut it off when a call comes in, it speaks to the fact that my 100% attention is on them - But I do know that a call has come in and I can take it when I leave my clients - That seems to work...

Where is Hampstead? I have a house near Plymouth but can't seem to place Hampstead...

I usually ask my clients if they mind if I answer a call if one comes in. Being a Home Inspector, most people don't leave messages, they just move on to the next home inspector in the yellow pages so if I don't answer the phone, I could miss business.

I haven't had one client say no and I usually only get one or two calls max during an inspection and I make them quick and promise to call the client back after my inspection is complete.

Would this bother you if you were my client, if I asked your permission?

First thing I do is put my phone on 'vibrate'...If it does go off, I check it and if it's important I ask their permission before I answer it...If it's personal I let it go to voicemail...Good post!

Jay, well said. I think it is inappropriate when talking on the phone when you're with clients. It may show them that you're busy but it can be seen as a negative act as well.

I couldn't agree more. It's just standard manners. I live/work in Los Angeles and people here live on their phones so i can picture exactly what you're saying. I'll be in the middle of a presentation to a group that I have specifically asked to turn off their phones and someone will get a call and pick up the call right in the middle of the presentation and then run out of the room to take the cal... Haven't they heard of voicemail?

A lot of great comments and I truly appreciate every single one of them.

Thank you all very much.

MAY

2008

Jay. I love this post.

For folks who don't understand my need to have my calls answered, it's because I am calling with a buyer or seller referral and I only want a minute of your time.

If a buyer who has contacted me through my blog or web site can view homes on say Saturday, I may call to find out if you're available on Saturday. If so, I contact the buyer sitting there waiting for a call back and say,

"Yes, Jim is available on Saturday. He's out with a buyer at this time, but he'll contact you later today to speak with you personally. Jim is very experienced in the area of your search and will be very helpful. Try to answer your phone throughout today so Jim can get through. If you have any questions, you can call me anytime. Not to worry, we're here to help you. Since you haven't spoken with a lender yet, look for a call shortly from Joe The Lender and he'll answer your questions about the loans available."

I have confirmed that the agent is available for the time the buyer needs help and the buyer is assured that we'll help them. I will contact the appropriate mortgage officer for this buyer and have him/her credit approved before Saturday. Jim will be showing homes to this buyer on Saturday.

If Jim didn't take my call, I would simply have gone to another agent in the area of the buyer's search.

I must say that there are several agents in my network that turn their phone off while showing. That's fine, but they don't even check to see who's called throughout the day. Or, they don't check their office messages. Several very good agents have lost very good buyer referrals because they didn't take my call. I don't believe it's a good idea to be on the phone with personal calls, non-business related calls, or things that will wait. But, we can think and chew gum at the same time and we need to have some balance in the "I don't answer my phone when I'm with a client" decision.

I'm not asking agents to take my calls because it's me calling. I'm asking them to take my call because it's business calling.

One of my agents was once asked, how do you like your company? She replied "I love it. I just answer my phone and Lenn sends me money".

I think a cell phone etiquette class should be mandatory for C.E. credits....

MAY

2008

Great Post, Leave the cell phone off and focus on whose in front of you

Lenn...I wish you could send me some buyers...Got anyone wanting to come to Southern NH?

MAY

2008

Jay, I agree with you!

Bad manners have been the norm in my area ever since I started--20 years ago. Today, we have cell phones--what will we have tomorrow!

Old school or not, it's downright rude. I completely understand the conversation with listing or showing agents or the emergency from home. Caller ID lets us know who is on the other end. At the very least, let it go to voice mail and then check it. That way you don't get stuck on the phone. It also drives me nuts when I am at lunch or dinner with someone and they take a personal call. I mean, here I am spending my precious time with you and you don't respect it. Crazy!

What did people do before cell phones? Yes, many are slave to technology now. It's very sad.

MAY

2008

I totally agree those clients want your time, I always place a disclaimer if I am in the middle of contract but I cut the call short.

Lynn 911 Dallas Top Real Estate Team

Dallas homes for sale, Over 4,000 Dallas home foreclosures, Dallas homes for rent,

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JUN

2008

Just saw this Jay and I'm with you on "cell phone protocol" when with clients. Could you please tell my mother she needs to help with this? You're right on!

JUN

2008

hmmmmmmm, I have to agree! I leave my phone in the car at showings. Then listen to VM and return calls between showings if possible. The only exception if I have a client waiting to hear about an offer they have made. I know how badly they want to hear.........however I will explain to my client this why I am taking the call. Then they know I will do the same for them.

So very true ... and a well written blog. I hope it is ready by many!

Unless the call pertains to a showing for the clients that you happen to be with at the time, your cell phone should be off. Your complete attention should be all about your clients and their search for a home. When taking the ABR course, our instructor was nice enough to share his personal written cell phone usage policy. We adapted that policy to be our own and along with other area information and home listing information, our clients are given a copy of this policy...as follows.......

Cell Phone Usage Policy

In the fast paced, electronic era in which we live, each of us has endured the frustration and interruption of a ringing cell phone answered by the person with which we are trying to conduct business. You know exactly what we mean. We are certain you have lost track of the number of times you have been in the middle of conducting business or in a restaurant with someone only to find them reaching for their ringing cell phone - as if your presence or conversation was of little or no importance.

Our Personal Commitment to You

We value your time and trust, and respect the decision you have made in selecting us as your Realtorsâ of choice. We also trust that you, in turn, value our time. Therefore, while we are together, we pledge to neither receive nor initiate a cell phone call, with the possible exception of initiating a call deemed necessary in the conductance of your exclusive real estate needs such as lining up a last minute showing appointment for example or checking on property availability.

This is our personal commitment to provide you with 100% of our undivided attention.... another part of our unsurpassed service to you.

Thank you for placing your trust in the both of us.

A little courtesy can go a long way.....that is...if you employ courtesy along with your work ethic.

our best

Don & Connie

I almost never take a call when with a client. (like most of you have said)

Really only let my kids through - I guess, my husband, too

Most clients are good with that.. And I always say who it is that I am answering, just so they know.

I absolutely agree! The customer you are with is #1 at that moment. Unless it is an emergency or you are waiting for a call about showing a property to the client you are with, there is no need to answer your phone. I also shut off my phone whenever I am doing a listing presentation etc.

I'm sure the person calling would want the same courtesy. The customer you are with deserves all

your attention!

ONLY ONE PROBLEM... I GET MY LEADS FROM A COMPANY THAT CALLS MY CELL PHONE AND I HAVE TO ACCEPT THE LEAD OR IT GOES TO MY BOSS... WHO GETS REAL UPSET WHEN I DON'T TAKE THE LEAD.(THE COMPANY PAYS FOR THE SERVICE!)

I ONCE HAD A "PARTNER" THAT WOULD NOT ANSWER HER PHONE WHEN SHE WAS WITH CUSTOMERS.... MANY LEADS AND DOLLARS WENT OUT THE WINDOW.

WHILE I DON'T TAKE EVERY CALL THAT COMES ACROSS THE LINE, I BELIEVE THAT CLIENTS AND CUSTOMERS ARE QUITE ADULT ENOUGH TO UNDERSTAND THE NATURE AND IMMEDIACEY OF THIS BUSINESS... THAT'S HOW MOST OF THEM FIRST SPOKE WITH ME!!!!!

I SIMPLY SAY, "PARDON ME, I MUST ANSWER THIS CALL. YOU UNDERSTAND, DON'T YOU?"

A FEW MOMENTS WILL NOT HURT THEIR FEELINGS THAT MUCH....

BY THE WAY... HAVE YOU EVER HAD A CUSTOMER THAT DISAPPEARS... NEVER TO BE HEARD OF AGAIN?

WHAT'S WORSE... A FEW MOMENTS ON THE PHONE... OR A CHILD WHO WON'T RETURN YOUR CALLS... EVEN TO TELL YOU THEY'VE FOUND ANOTHER AGENT OR JUST AREN'T INTERESTED ANYMORE?!?!

This is a great example of the very reason agents like myself get and maintain many of our clients.....we treat them respectfully and remember this is a major decision in their lives. Common courtesy seems to be going the way of the dinosaur. Cell phones are a wondeful, modern-day convenience....but they are in NO WAY the reason a person is a successful agent. Give the time you are with your clients to your clients, listen to them, & use that info to find their perfect next home. They will remember your attentiveness. People don't want to be handled or managed. They want and respect great service.

Also.....if both the listing & selling agents were walking around on their respective cell phones.....who was with the buyers inside the listed property? It's our responsiblity to protect the sellers interest, too! Not just allow people who are complete strangers to the sellers wander aimlessly through their home! This account does not put realtors in a very good light at all.

I do agree with you that we ought to give out 100% focus and concentration to our clients. I would only take calls related to the client I am with. Or if my house calls, that could also mean something emergency had happen to my son. They know NOT to call and only in emergency situations - which has not happened, thankfully. Thanks for this wonderful courtesy reminder. And congratulations on being featured.

In this market, it is imperative that clients get the utmost respect and attention. Customer service must be #1. It's tough enough out there trying to find clients that are willing to work with realtors. I give my clients 100% while I am meeting or out with them looking at house. Unless it's an emergency from home, I will not answer. If it's another client, they will understand as they would expect nothing less when you are with them.

I once had an interview with a prospect who got 5 cell phone calls while were talking - and took them all! I decided he was too disrespectful to work with.

I am glad to see the responses to this issue and only wish that all realtors could see the comments left. I believe that we half to hold ourselves up to the highest standard of professionalism. If realtors are going to advertise that their professional work ethic is among the best in the business i believe that giving their clients all of their attention should mean just that. If i was having a procedure done on me and my doctor kept stopping to answer the phone i think i would be pretty upset. A lot of people say that you can not compare the two. I would say that we have to remember that in residential real estate the biggest asset our clients might have would be their real property and the decisions they make could be life changing in many ways, Emotional and monetary. If we are going to ask for professional size fees we should give them our best attention. This is a great courtesy reminder for our clients are our best referrals.

I'm in agreement with everything sent here. I'll even take it one step further. If I'm with ANYONE, I think it's very rude to answer the phone. I provide a guarantee to my clients that I will return all phone calls within 2 hours during a regular business day or I give them money off at settlement. Of course, I've never had to reimburse them. Everyone is important enough to not answer the phone when they are otherwise occupied. If you can't have balance in your life, you have no life!

I completely agree. I learned from a former apt. leasing job that the client on the phone can simply leave a message, but the one in front of you is.....IN FRONT OF YOU.

I mean really. I just don't get it. Have we gotten so comfortable that we don't need to be polite any more? I tell everyone I meet....TEXT ME. Please, text me. I don't mind. The message gets to me quicker and it's a lot more discreet to you glance at your phone when your clients aren't looking. But don't you text back; you might as well asnwer that phone.

I think there is a time and place for everything. If my clients are out tramping thru a backyard, Then I may answer. If we are engaged in a buyers consultation or writing an offer, I hit ignore.

1. Meeting with a client, never answer the phone.

2. Showing a property: ask the client permission, and then let them wander the property a couple of minutes to have time to themselves. (Be brief on the phone.)

I've had 2 very different responses from clients: 1) I was showing property to a client that was a hot property and had a ant trail of people in and out. A prespective buyer without an agent stopped me to ask me about the property and I gave him a quick 30 second blip while my clients looked through the home. On the way out, my client reminded me that when I was working with them, I was working with them. (No way to politely avoid issue.) 2) I was showing property and standing with my clients when my phone rang, I sent the call to voice mail. The client looked at me and said that he expected me to answer every call, because what if it was he that was calling and needed to reach me immediately. (Can I ever win?)

So, my rule is if the client will be busy otherwise and the call is agreeable by them, then I may take the call.

Oh yes, and when showing property it is often the occupant or listing agent calling back about showing approval. So, if you don't take the call, you won't know if you can go. If you upset the occupant, you will upset your client to some extent and will gain a reputation for being rude and pushy.

Hi JAY,

This Post is just GREAT ! Thanks for bringing this up ! It was long overdue.

We are a FSBO Services provider. We have met countless homeowners and buyers who have complained about such phone interuptions. Clearly, most people did not like it at all. Surely, all the comments are appreciated and we certainly agree with the one by Sharon Sapp. All our reps do advise their contacts... that all calls will be returned within 2 hours. This works very well for all. Never a complaint! Prospects and clients have often made remarks of appreciation !

ViaProprio* ViaOwners*Team

Our clients time is valuable and we make sure they know that while we are with them, we respect their time and we give them our undivided attention. It is appreciated and recipricated as our clients will also mute their phones. There have been times when we will let our client know ahead of time that we are waiting for a call and we ask their permission at the onset of our meeting if we may answer that particular call if it comes through while we are with them and we always get a yes. I guess for us it comes down to prep and communication.

For ViaProprio,

When showing property, it is rare to be without clients within 2 hours of calls coming in. So, we set up our 800# with our associate agents that aren't showing property and can take the call immediately.

One thing that would spare the phone call interruptions is if buyers agents actually read the MLS prior to calling the listing agents.

A past boss used to answer her phone everytime we were in an "important" meeting. I finally got fed up, stood up and walked out telling her that she could call me on her cell and we could meet that way. It never happened again. Customer service is sadly just about a thing of the past. It is extremely rude and disrespectful to answer your phone while you're with a client (unless it's a call that pertains to them). It makes them feel that they're not important enough for your time.

I am of the opinion that when Iam with a client and they have given their time to me, then that time is theirs and no one elses and the only calls that should be taken are those associated with that customer. Exceptions should be noted in advance.

Taking other calls is tantamount to visiting your attorney and having him/her consulting another client in the office while you are there. Imagine ladies if you are seeing your OB/GYN and in the chair next to you is another woman having her yearly pap! Yuck! Or guys over 40, you know, get in a line and cough all at once. Really it sounds ridiculous, but is it any different?

Think about it, Realtors are supposed to be handing the single largest transaction a person generally ever makes in their life. Can't you give that person 100% of your time? Aren't they worth it? Afterall, you ARE getting paid aren't you?

I am not a doctor or a lawyer but under most circumstances I make just as much as some. I am a professional and I expect to get paid 100% of my commissions whenI have earned them, but at the end of the day, if you dont act like a pro, you will never be percieved as one either.

thanks for the great post!

Hi Jay,

It is a great post and you are right. I am a mother of two and I have to have my cell phone handy but When I am with a client,I am there totaly. If I happen to have an important call at least I apologise to the agent nad clients nad take the call. THat is the cell phone part ,but have you noticed that people hardly answer your hello on the phone? That really is a killer, very rude.

Anyway thank you for the nice post.

Sharona Hannuka

Du Rite Realty,

Sharona_durightrealty@yahoo.com

I wrote a blog about this very issue from the standpoint of a Notary Signin Agent.

Lenders and Title Companies demand you not answer your cell during a closing, then get angry when you do not answer it.

My blog about this issue can be found here.

I agree, get the phone out of your ear when you are involved with business.

My voice mail greeting now states, "I am at the closing table. Please call my office at 615-378-1071 and speak to Marvin to schedule your closing."

I still loose closings over not answering my cell while I am at the table with someone else, but my honor stays intact.

I totally agree with you. I think when you are with clients you should be serving your clients and focus on them and their needs. Would you want a cashier at a store on her phone while ringing you up? In these times everyone feels the need to be accessible 24/7. I believe there is something to be said for too accessible. It think it makes you look cheap, dropping anyone at anytime for a call. I am just one year into the business and would never think twice about putting my phone on silent, unless it was an expected call pertaining to my clients. So I guess I am 'old school' and wouldn't have it any other way.

Great post Jay!

Obviously, you've struck a chord many of us are in tune to. I guess there are a lot of us "old schoolers" around. Cell phone etiquette is another thing they just don't teach you in school. You either get it -- or you don't. I also agree that the customer I'm serving is #1. I just wish they would always show the same respect.

All good wishes,

Larry Penilla

Larry@LarryPenilla.com

www.LarryPenilla.com

Judging by the amount of comments and the'featured post'.........its a pet peeve a lot of people have...........probably the number one for me! When I'm meeting with someone, Realtor, client, who ever.............we have a scheduled appointment and that person should be the priority.......an emergency call yes - but I put my phone on silent and only look at it should they go to the washroom or something! Back to etiquette, I gues Emily Post's book should be rewritten! :-)

RIGHT ON! Old School Rocks! I have had other agents ansewr a phone call at the closing table........how rude! Manners and focus are needed!

Jay...totally agree. So much so that most of the time my phone is OFF so the silent vibrate dosen't get my attention and stop focusing on my clients.

I really try and stay off of my phone when I am with a client. I keep it on vibrate so that I can monitor who calls. If it is one of my children, I excuse myself and answer it. If it is about a property to be shown later that day, I will answer it. Everyone else usually goes to voice mail and I return their phone call when I am not in tight quarters of a car with another client. It is very unprofessional to discuss another client's contract or details of an offer in front of another client. I try to be respectful of everyone while still being respectful. When I do get a minute, I check my voice mail and return their phone calls ASAP. Good customer courtesy seems to be a lost art in our society.

The person we are with should receive our undivided attention. The person on the telephone should wait his turn!

Good blog. What amazes me is the number of people/agents who talk on the phone IN THE RESTROOM. They aren't just looking in the mirror, they are actually USING THE RESTROOM! Talk about tacky! Yuck! I can't believe it every time it happens.

JUN

2008

Dang cell phones. My vote is to at least excuse yourself if you HAVE to take a call when with a client.

I couldn't agree more. The client needs to come first. On one occasion I had to meet the agent at the home due to the sellers request and when the buyers saw their agent not being very attentive they called me later in the week and asked if I would work with them. Clients want and deserve personalized service and should always feel they are #1.

I will answer my phone when I'm with a client but only if it's about them or I am in the middle of negotiating a contract. In busniness, some calls just can't wait. But if I think that might happen, I always prepare the person I'm with and ask for their understanding. I tell them I will do the same for them if and when it become nessessary on thier behalf. And I keep the conversation as brief as possible always keeping confidentiality of the person on the phone in mind. If you handle it in a professional manor, everyone wins.

JUN

2008

As a licensed professional real estate associate I was shocked when the head of a team I was associated with answered a cell phone in the middle of a listing presentation. I'm not sure who was more shocked; me or the seller. Needless to say that stopped the whole presentation and I did not get a listing. I realize there are occasions when one must answer but it should be very rare.

JUN

2008

JUN

2008

There are times when you are with a client that you may need to answer your phone, but excuse yourself and the apologize and let them know that you appreciate thier patience and keep moving along, but don't make it habit, that is why we have vm.

JUL

2008

Hey Jay:

I couldn't agree more. Most of the time I leave my phone in the car while in a house. Of course there are exceptions to every rule. Today, for instance, I was expecting a call from a client that had to be taken. I excused myself, went outside and was back inside in just a few short minutes. The customers I was with I have been working with for (gulp) 7 months and they were fine. I do usually have my phone with me when my kids are at home alone as well but they will usually send me a text and know not to call unless it's an emergency.

JAN

Hi Jay,

I totally agree with you. LOL. Different post.

Best -Sash

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Jay McGillicuddy~Real Estate Broker

Hampstead, NH

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Prudential Verani Realty

Address: P.O. Box 327, East Hampstead, NH, 03826

Office Phone: (603) 329-6625 x 1446

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