Please Answer the phone.

Welcome to Active Rain Saul...

This post is a good start :)

I like your question:

"SO WHY IN THE HECK DON'T YOU ANSWER YOUR PHONES?!"...

That's a really good question. Let me know if anyone actually answers that :)

Yah. We answer our phone here and sure wish other Professionals would do the same.

 

 

Hi - I haven't posted before, just joined the forum.  I'm finding it is easy to got lost in here reading all these posts!  In response to your questions, I for one, strive to always to be available.  However, in our busy, busy industry, and especially now that the market has changed (I said changed, not turned!!!) I am spending a good deal of time on the phone.  That, in turn, means if you call me, I won't be answering your call as I am already speaking with someone on the phone.  And, in fairness to the person to whom I am speaking, if someone calls me on my cell while I am on the land-line, then I silence the cell.  Yes, I call back, but it may not be immediately. If I am in the middle of something, a knee-jerk response wil have me running in a million different directions, and doing nothing efficiently, and to no one's benefit. However, my voice mail assures anyone getting it that I WILL be returning the call as quickly as is possible. 

One other point - at least in my neck of the woods. Technology - yes, we have everything everyone else has - cell phones, high speed, blue tooth, etc. HOWEVER - we have many, many areas here in Maine where service is not good, and return calls won't be made until after we are out of those areas in a good service area.  Lastly, I agree with Ravi above - if I am with a client, I don't - out of courtesy, and often safety  - answer the phone.  I silence it and return the call.  Whoever I am with is due my utmost consideration, without interruption. They are too important to me - not just as business people but human beings - to divide my attention rudely.

You do bring up a good point - for the ones that don't take the time to return the calls.  It is definately not good business sense to ignore calls - and word does spread.  It is not good business to be known as someone who doesn't return the calls, and the same treatment will inevitably come your way.

Saul - great post!  I, too, find it exceedingly annoying when agents fail to return phone calls.   I just don't understand the lack of professional courtesy when it comes to calling someone back.  Do they treat customers and clients that way, too?  I wish I knew the answer to your question - we could tackle the problem together if I did!  ;-)

Like Ravi and Liz, I don't answer my cell phone when I'm on an appointment, but I do return that call as soon as I can.  I also return emails as well.  I think those deserve a response back just as phone calls do.

Saul, Welcome to the Rain. I promise to answer if you call.

 

 

I agree with many who have posted.  As somebody who is on the E Team for an NRT company, I try to never miss a Lead Router call and it has it's own distintive (loud and obnoxios) ring.  My clients I am with have my top priority and if I am expecting an important call while showing houses, I politely ask to be excused and take the call very briefly while the clients continue the tour.  A couple of months ago, a Designated Broker answered my call and said, "I'm in the middle of a listing presentation, can I call you back" (she didn't).  I hope she lost the listing, that's to her seller!  However, I will not answer a call during dinner or after 9:00 or before 8:00 or during church, I have to set boundaries and voice mail works very well.  I do return voice mails and e mails promptly. 

Saul welcome aboard.  Congratulations on your first post. 

I've noticed this same phenomenon you write about =)  I'm still waiting for callbacks from listing agents whose properties I wanted to show to ready, willing and able buyers months ago.  It will never make sense to me.  Thankfully with today's inventory it isn't that difficult to find another property to look at.  Pretty sad for their sellers though.

 

 

In a business so dependent on an agent's customer service skills, it amazes me as to how common this phenomenon is. I've experienced it, it agrravates me, I do not understand it but I am on the same page with you. We may not be able to change the actions of set-in-their-ways agents, but certainly can influence the many new agents entering the field. Common courtesy...pick up the phone or return your calls ASAP. Your livelihood as well as your reputation depends on it ! !

Returning calls is important but being ran by a constantly ringing phone can render a potentially top agent somewhere near the bottom.

If an important call is coming in I inform my clients and take the call otherwise I am there to provide my clients with great service.

In our area there are many locations without cell service (ranch territory) and when I am showing properties in those areas I leave a message on my phone letting callers know I am in no service land and what time I will return the call ~

G.

Great Post Saul.  I live an work in Kern County and unfortunately I did not get one of those calls.  When I opened my office in Tehachapi two years ago a client told me I would "make a fortune" because I actually returned phone calls which was not the norm for REALTORS in my area.  Sad isn't it?  A suggestion to all those that want to be polite when they can not answer is to change your outgoing message at least once a day to inform those that call that you are showing property or on a listing appointment and when you expect to be returning calls ie late afternoon or after hours so that the caller can leave you the best return number for follow up.  What ever you do do not leave any unprofessional messages like I am out picking up groceries.  Siimply let the callers know that you respect their time and the time of others too.