Getting people to call me back is a huge pet peeve of mine. I spend most of the day every day with my Bluetooth buzzing in my ear as I try to get through the day on one charge. I have sign riders with my name and number on them so people can call me directly. I'm not in the office all that much, so I need people to call me on my cell phone in order to communicate with them. This leads me to my question, "Who's answering your phone?"
I got a call yesterday from another Realtor in the Wilkes-Barre area. I had called her and left a message on her main office line (they don't have individual mail boxes) that I needed to get into a property she has listed this weekend. When I got the call, I answered the phone as I usually do when I can't see who's calling, "Hello, this is Andrew Trevino". There was a pause and then the Realtor identified herself and explained that she had gotten a message that I wanted to see her property. I said yes I did and she asked if I wanted her to describe it for me. Now, I'm thinking, "No, I have an MLS sheet with all the details. Whatever else I need to know, I'll see when I get there.", but I told her to describe it for me because I didn't want to be rude. She went through her description and I told her, "Thanks, so I'm confirmed for Saturday?"
She sounded surprised and asked if I had made that appointment with someone else because she couldn't show the property on Saturday at all. I was wondering what was going on that she needed to be there to show a property for $39,900 and I asked as much. That's when it clicked. She thought I was a customer. Whoever took the message at the office didn't take the whole message, just my name and the property I wanted to see. So, we both had a good laugh and I hung up thinking, "How confusing was that?"
Today I got a call in the afternoon. I didn't recognize the number and, when I talked to the gentleman on the other end of the line, found that he was trying to see a property in my market and he couldn't get a call back to see it from the listing agent. He looked me up on the internet and gave me a call. You see, the property is listed with a Realtor about 40 minutes from Wilkes-Barre, so he decided to try and get a Realtor from his local market to show him the property. He told me that he had tried numerous times to call the listing agent, but couldn't get a call back. He tried the office multiple times as well, but they were content to send him to a voice mailbox that he was all too familiar with. I was all too willing to answer that call and I'll be showing him the property tomorrow.
The bottom line is, if you want to get your calls, you need to make yourself accessible. I know, I've heard it so many times, "I don't give my cell phone number out unless I want the person to have it." Well, if this is your system, who's answering your phone? Who's making sure you get the message, the whole message and nothing but the message? If your system is working like these two cases, I can guarantee you are losing business.
This is the reason my cell phone number is on everything. It's 570-991-1073, by the way. I want people to call me directly. I want the business and will make myself completely accessible at all times to my clients. At my last office, I was able to forward any call from my mailbox straight to my cell phone. I always knew when someone had called the office and gone to my voice mail. When someone calls our office and they need an agent who's not there, I always take a detailed message with the time and date of the call and try to reach them right away to let them know who called. I wish this were the case with the rest of my office, but it's not. That's why, once again, I make sure people know how to get in touch with me when they need me. How about you? Who's answering your phone?
Until next time...
My name is Andrew Trevino. I am a Realtor, working in the Wilkes-Barre, PA area, and I'm affiliated with Realty World, Rubbico Real Estate. Thanks for investing your time in reading my blog. If you're interested in contacting me, please visit my website at http://www.wilkesbarrehomesales.com/