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Getting Back To Basics...Make The Phone Call~

By
Real Estate Broker/Owner with Brooks Prime Properties Wichita Falls Texas

Yes, many of us place a chunk of our eggs in the big Internet Basket. Not necessarily all of them but certainly the bulk of them. When you receive a request to see a listing what do you do and how do you respond?

Can you tell the difference between a "looker" and a "viable prospect?" I wouldn't place a bet against a good prospect simply because they were sparse with their request but...

I would place a bet on the prospect that leaves most ALL the information! Naturally, all the potential leads need "follow-up".

 

The simple fact is that you cannot judge a book by its cover! If a person takes the time to place a request, whatever it is, then they are entitled to a speedy and thorough response!

 

The statistic reads that if you respond to the request within 15 minutes, your retention of clients skyrocket into the 90th percentile! If you wait 30 minutes the percentage drops to 35% and then down drastically from there. So, the first Response wins the race. Or, at least stands the largest chance to win. Make That Phone Call

When a request comes in do not procrastinate! Okay, you're busy. You are either talking to another client or tending to something important.

I absolutely LOVE to get the inquirys while with another client! Now, I qualify this with saying one should judge the timing of the call with COMMON SENSE. Never interrupt a conversation with a client, never return a call or answer a call during a time that would offend your number 1 priority...Your client!

It brings value to myself and my business when the phone rings! If you say a simple, "excuse me" and then respond back with .... "the business is really getting busy" the clients you are with will gain a perceived value of urgency and respect! Go for it. Return the call with COURTESY! Often times they enjoy your conversation!

Make or take that phone call!

Go ahead and qualify the new phone call with all ears listening! Again, it will help to gain respect for your professionalism and will also reinstate the facts to your clients. Either way it is beneficial to hear again. Listening to you with only one ear while showing a house is inspiring and an incredible incentive for your current clients to make a decision as quickly as possible!  If you are an agent that believes it's okay to turn off the phone or put off until later what you could do right now, your business will take a hit.

If you're busy...FLAUNT IT~MAKE or TAKE THE PHONE CALL!

Really...

Comments (31)

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

I don't want a cell phone or office phone ringing while I'm in the middle of a good coversation with a buyer or seller.  However, it's not difficult to "take a minute" to check my messages.  The messages are important too.

Jul 19, 2011 11:43 PM
Fernando Herboso - Associate Broker MD, & VA
Maxus Realty Group of Samson Properties - Clarksburg, MD
301-246-0001 Serving Maryland, DC and Northern VA

We are talking one step forward. . I just hired a lead coordinator for my group to respond to leads instantly. .we'll see how that help us. . 

Jul 19, 2011 11:54 PM
Cathy Criado
Criado Realty - San Antonio, TX
Making Real Estate Profitable

Deb you are so right.  The thing I hear so often is... they didn't return my phone call. Crazy, I know.  People just want to text now too but that's not going to build a relationship.  Thanks for the reminder.

Jul 20, 2011 12:12 AM
Sherri Berry
Reliant Realty, Murfreesboro - Murfreesboro, TN
Murfreesboro TN Homes & Real Estate

I am available most days 24/7 and take calls immediately.  I am exception to when I am in an listing appointment or a closing.  And of course, there is also the small amount of time I block out for family!  Those are the few times that I think it is more important to focus on the client currently in front of me instead of taking calls for other homes or inquiries from buyers.  I also return calls promptly for messages that may be left.  It is so annoying when agents don't return your call promptly! 

Jul 20, 2011 02:03 AM
Deb McNeill
Flying M Team Small World Realty Fort Worth, Tx - Fort Worth, TX
Fort Worth Real Estate

When I'm the client and the person I'm speaking to interrupts our meeting to take another call, I totally hate it. What am I supposed to do while they are reeling in new business? Twiddle my thumbs? I've made a time in MY busy schedule to meet with them, but they haven't made time in theirs.

With that thought in mind, I will not take a call while I'm with my current clients. I owe them the respect of my full attention.

If I'm available, of course, I'll be on the phone in a heartbeat. Anyone who can't or won't appreciate the value of my focus is not really someone I want to work with long term.

Jul 20, 2011 02:13 AM
Ann Nguyen
eXp Realty of California, Inc. - Truckee, CA
Lake Tahoe Truckee Homes For Sale

I also try not to take calls when I am with clients. I want to give my full attention to the clients I am with and will return calls after I conclude business with current clients.

Jul 20, 2011 02:31 AM
Gary Scardino
Gary Scardino - InvestPro Realty Group - Katy TX - Broker - Katy, TX
Katy TX Real Estate - Traditional and Investment Real Estate

Deb I agree with you on the fast response time but I do have to admit that you may have to pick and choose when and where you respond to these calls... Sometimes you make look professional doing so and other times it could hack off the buyer or seller.

Jul 20, 2011 03:07 AM
Deb Brooks
Brooks Prime Properties Wichita Falls Texas - Wichita Falls, TX

LOL! If I am visiting directly with a client I would NEVER take a call! I want you all to know that taking the calls and returning the calls also means using a little common sense! Many times as a client is looking around and interested in a home they will signal or even say.

"go ahead...no problem!".

I am also talking about LEADS...not calls from the kids or the dentist!

Strategically answering the leads is imperative. If the clients are busy it's good to let them hear that other people are interested in RE also!

You can keep the call short and still secure that much needed lead!

Jul 20, 2011 03:35 AM
Deb Brooks
Brooks Prime Properties Wichita Falls Texas - Wichita Falls, TX

Lenn, I let it roll to VM if I am involved. We can still call them back quickly and get in the highest percentile for retaining the lead. I would never use it rudely! We have to use our gut feeling savvy!

Fernando, let me know how it works for you! Sounds like a good plan.

Cathy, yes and it really means QUICK RESPONSE!

Sherri, that's the only way to move forward! Otherwise people move on fast!

Jul 20, 2011 03:41 AM
Deb Brooks
Brooks Prime Properties Wichita Falls Texas - Wichita Falls, TX

Deb,

"If I'm available, of course, I'll be on the phone in a heartbeat. Anyone who can't or won't appreciate the value of my focus is not really someone I want to work with long term."

I agree. If used with no common sense you could offend the client! But, that's not what I'm talking about. You flaunt it at the right time!

TIMING IS EVERYTHING!

Ann,

Gary,

I would never interrupt a client to take a call! Again, timing is everything!

Jul 20, 2011 03:45 AM
Patricia Kennedy
RLAH@Properties - Washington, DC
Home in the Capital

Deb, you are so on the nose with this one!  I think that our telephones are our most important tools of this trade.

Jul 20, 2011 05:31 AM
Robert Rauf
CMG Home Loans - Toms River, NJ

Nothing beats a 2 way conversation .. it is typically faster, more productive... and you understant the inflection in each other's voices...

It is so difficult when you get a client that will email or txt only to get your point accross, or to make sure they understand..

Jul 20, 2011 05:38 AM
Mimi Foster
Falcon Property Company - Colorado Springs, CO
Voted Colorado Springs Best Realtor

I have really been working hard at this.  I got a call a few months ago from someone who said, "We've looked at houses with two other Realtors and didn't like either one of them.  We saw your listing and really want to look.  Can you show us this house this afternoon?"  My first response was . . . ugh, two other Realtors? But I forced myself to pick up the phone and call, told my husband I'd be back soon because these people didn't like Realtors.  They have become my biggest raving fans.  They didn't buy that particular house, but they did find one they liked, and have sent me several referrals in the meantime.  So, yes, PICK UP THE PHONE :)

Jul 20, 2011 06:03 AM
Terri Poehler
Realtor - Coral Springs, FL
Coral Springs Real Estate Agent

This is something I play by ear. Every situation is different. Sometimes I can check the messages, sometimes not.

Jul 20, 2011 06:15 AM
Juan Bassett
Long & Foster - Germantown, MD
GRI

By all means ... be polite and take the call.  Don't over do it because your clients are the priority. Most clients don't mind if it's a single short call. I try not to Once in a while I'll take the call.. very seldom I make calls.

Jul 20, 2011 06:52 AM
Stephanie Arnett
Mississippi Magnolia - Starkville, MS
Forbes | Inman | BossBabe | Newsweek | Tom Ferry

My business may take a "hit", but I would rather concentrate on the face-to-face client.  Thanks for the great post!

Jul 20, 2011 10:34 AM
Debb Janes
Nature As Neighbors - Camas, WA
Put My Love of Nature At Work for You

Deb, I agree it's wise to repsond to an inquiry as quickly as possible. Glad you qualified it too ---

Never interrupt a conversation with a client, never return a call or answer a call during a time that would offend your number 1 priority...Your client!

That line makes all the difference,  I was ready to disagree until I got to that part. By the way,  I enjoy posts that spark different opinions. That's what makes life interesting - good job Deb for stirring the pot. Happy it was featured.

Jul 20, 2011 12:17 PM
Delores Campbell
Keller Williams Realty - Chesterfield - Wildwood, MO
Your St. Louis Real Estate Resource

I can appreciate concentrating on the face-to-face client but I do think people like to talk to a live person and not a machine.  I would take the call and explain to the caller that I am with a client, get the caller's information and tell them that I will return the call as soon as I am finished with my appointment.

Jul 20, 2011 12:20 PM
Leslie Ebersole
Swanepoel T3 Group - Saint Charles, IL
I help brokers build businesses they love.

Most clients that I work with would be offended. Busy people really do want your full attention, ESPECIALLY if you are busy. Taking a call from your kids or an attorney in an emergency might be OK, but to field 800# or sign calls...not good for the business you aleady have.

Jul 20, 2011 12:54 PM
Robert Vegas Bob Swetz
Las Vegas, NV

WOW Deb you just keep posting these wonderful stories, etc. All I can say is keep them coming and congrats on the feature from "The Gods" ...

VB ;o)

Jul 24, 2011 06:47 PM