From Now On, I Record Every Conversation

By
Services for Real Estate Pros

recording callsI actually feel pretty silly that I didn't think of recording conversations before. After all, every time I call my bank or my hosting company I am told that the call may be recorded for "quality assurance" or something of the sort. Yet, I've never put it in the context of my own quality assurance.

That's because I've never actually had an angry client. I know that sounds like nonsense, but I never have. If someone is dissatisfied with me; I'll make it right. I also choose my clients carefully. Fortunately, the person I made upset was not a client.

I spoke with someone a couple weeks ago and provided a quote and some information. They called me back today and, not only did they misunderstand something I said, but they wildly misunderstood. To be totally honest, I don't know if they are simply lying-- which some people think is a negotiation tactic-- or if they genuinely believe I verbally provided them an outlandish proposal.

I can remember faces I've seen briefly, years later. I can remember exact words from conversations I've had a year ago and can recite the conversations verbatim. I always thought I was meant to be an attorney... Women who have dated me have suffered greatly in their negotiations. Now there are two of us that remember "exactly what you said three months ago!"

But I digress.

I'm positive that I didn't tell this guy that I would "make him number one in Google, guaranteed," as he claims. I know I didn't say that because I would never say that to anybody. I do guarantee my SEO services, but not over-the-telephone and never without doing a complete SEO audit first. I have never seen this guy's website. Not to this moment, in fact.

But I'm recording all inbound calls from this point forward so that if anyone ever claims I said something I didn't, I'm going straight to the tape.

Record Your Conversations With Google Voice (Free!)recording

I set up a free Google voice account a while ago, but just haven't used it.

It's (602) 888-GURU; which I think is pretty cool. Of course, I will publish my number as (602) 888-4878 with the "GURU" version in small print below- instead of the other way around. Why do so many businesses promote the letter version more prominently?

  • It's a single number that rings through to you anywhere.
  • Your voicemails are stored online
  • Did I mention that it's free?
  • You can record your conversations to protect both you and your clients in the case of misunderstandings.

Anyway, you can get your Google voice number for free, right here.

Right now, you can only record inbound conversations, but I can work with that. I try to do everything by email anyway, but now I will be more open to speaking on the telephone. I just have to make sure I say, at the beginning of the conversation, "I just need to let you know that this call is being recorded for quality purposes."

It's sounds silly as heck, but I want everyone to be happy. I hate misunderstandings.

Thanks to Google voice, I've eliminated the only area in which I could be misunderstood. All communications I have will be in writing or recorded.

I honestly believe it's better for both parties that way.

Here are instructions to record your calls using Google voice.

Posted by

seo guru

Comments (16)

Margaret Goss
Baird & Warner Real Estate - Winnetka, IL
Chicago's North Shore & Winnetka Real Estate

Why are you doing this after just one complaint?  If it were a regular occurence, I would understand, but you might alienate some clients who don't want to be recorded.  Yes, we are recorded all the time, but all the same, but mostly with huge companies.

May 13, 2013 03:21 AM
SEO Expert: Michael George
Phoenix, AZ
Real Estate and Law Firm SEO

Margaret- I'm not sure who is afraid of being recorded nowadays, because we are recorded every where we go. However, for clients who feel alienated, they are welcome to use my much preferred method-of-contact: email.

If they don't want to write it down in black and white or talk on the telephone, they'll just have to work with another SEO consultant.

May 13, 2013 03:25 AM
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Michael, I suspect the use of this might vary legally from state to state, but I didn't sleep at Holiday Inn and I don't have that piece of paper that lets me practice law.

May 13, 2013 03:46 AM
SEO Expert: Michael George
Phoenix, AZ
Real Estate and Law Firm SEO

Hi Corrine-- most definitely. Upon hiring, everything is in writing. This is strictly for people that call and want to discuss SEO pre-sale...

May 13, 2013 03:46 AM
Anita Clark
Coldwell Banker Access Realty ~ 478.960.8055 - Warner Robins, GA
Realtor - Homes for Sale in Warner Robins GA

Michael...I think your the bees knees when it comes to SEO services!  It sounds like this guy ruined an opportunity...his loss!

May 13, 2013 05:11 AM
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

We use google voice, but for a different reason/benefit.  We are diverting our out of state callers here, for less interuptions.  I can choose when/whether to take these calls wo/ cluttering up my asst's line (since she's the one that answers all the local customer calls) and the voicemails are recorded.  and, there's a transcrsipt (although they have some work to do on those).

May 13, 2013 08:42 AM
Lee Alley
Pro Mobile Photo - Snohomish, WA
DIY Your Own Expert Smartphone Photography

One trouble is, I believe, related to when I hear "recorded for quality purposes" I confidently presume the company is lieing to me about why they are recording the conversation.  But I put up with it because they are big corporations and I've been there among them and I know why then need to record.  Unfortunate they feel they need to lie  to me with their absoluate B.S., and unfortunate they get by with it.  But I would not grant the same slack to an individual person, particularly a single-shingle guy I'm about to perhaps do business with.   Sure will be interesting how this plays out for you, Michael.  Guess if I had any advice, or do it myself, rather than feed a line of B.S. about "for quality purposes," I'd level with them in a diplomatic way and say "to be sure I can recall how you describe your needs and you can recall some complex ways I provide service."  Or like that.  Good luck on this.  

May 13, 2013 10:32 AM
SEO Expert: Michael George
Phoenix, AZ
Real Estate and Law Firm SEO

I really thought this would be a good idea- but it seems that most people disagree. I respect Mr. Lee Alley a great deal of course. I guess I'm going to give this some more thought. I just want to prevent misunderstandings, but maybe this is the wrong approach.

This is why we have ActiveRain!

May 14, 2013 12:57 AM
David Grbich
Realty One Group - www.FindCARealEstate.com - San Juan Capistrano, CA
Orange County Real Estate - 949-500-0484

Hi Michael - probably best to move on and away from this potential client. Thanks for sharing the Google Voice feature. Regards Dave

May 14, 2013 01:49 AM
Larry Riggs
Century 21 Redwood - Frederick, MD
GRI, SRS Your Frederick County Specialist

Michael, 

     I can understand your frustration but a HUGE word of caution here. If you're going to record a conversation I suggest you give the notice you hear on other business calls. That is that the call will be recorded. The reason is in some states, Maryland being one, recording an audio conversation without prior notice and consent is a felony. There will always be people who will misrepresent what you say to them but make sure you protect yourself. There are some exceptions where there is no expectation of privacy but a phone call is not one of them.

May 14, 2013 10:00 PM
Inna Ivchenko
Barcode Properties - Encino, CA
Realtor® • Green • GRI • HAFA • PSC Calabasas CA

How interesting...I've never even thought about recording phone conversations.....

I keep text messages and emails.....well, some customers just not easy.....don't take it personally.

 

May 15, 2013 06:51 PM
Tammy Emineth
Personal SEO - Website SEO and Real Estate Marketing - Marysville, WA
Content Marketer, SEO Teacher, Website Fixer

Seriously smart! (going to make note of that link for the future) and yes, I was on the phone the other day with a customer and I must have said 5 times, I don't guarantee any rankings! He was certainly trying to get something out of me. I finally said, run from anyone that can promise a position. He finally conceded into working with me... but boy, that recorder would have come in handy. Thanks Michael,

May 25, 2013 12:53 AM
Christine O'Shea
Christine E O'Shea Broker - Naples, FL

I did not realize that there was such a thing and I, too, would caution recording without some kind of disclaimer...you know how people can be!

Jun 01, 2013 09:17 AM
Kathleen Daniels, Probate & Trust Specialist
KD Realty - 408.972.1822 - San Jose, CA
Probate Real Estate

Michael, I support the recorded calls. I have no issue being recorded either. I've had some interesting experiences with some, shall we say, interesting characters over the years and I too feel it is a good business practice to record calls. It's a layer of accountability that protects everyone!  IMHO.

Jun 02, 2013 02:52 AM

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?