Basic real estate training includes teaching agents how to respond to phone inquiries from complete strangers. I remember one of my trainers telling us to smile! They can hear you! That bit of advice stuck with me over the years, and as a former paralegal who had to deal with lots of people over the phone, the advice was priceless.
Have you ever checked out at a cash register with a cashier who was absolutely just shy of being rude? The indifference that some cashiers exhibit in their careers is almost intolerable. I always assumed unhappy store employees were working in a career path they didn’t want. If you’ve ever experienced a customer representative over the phone who appeared to be miserable, you’ll understand what I mean. We who deal with the public must always be on our best behavior.
Admittedly, both Bob and I occasionally get caught with a phone call at the most inopportune time, and sometimes it shows through. The unsuspecting consumer who calls with a question and is greeted with a bad attitude is not likely to call back. I am forever telling students to smile! They can hear you! This goes to the heart of who we are and what we are here to do. For us, it’s about prospective students. For REALTORS® and real estate agents, it’s about prospective sellers and buyers. We must have the consumer in the forefront of our attitudes at all times. If we let the consumer know we are having a bad day, it’s all about it, not about them.
Smile! They can hear you! Customer service must be stellar, and if you are frowning, a consumer will sense it. Most of us think we are doing a good job, but in reality, the public may not be all that impressed with us. One of the best websites I’ve found regarding customer service, helpscout.net backs me up on this. It’s worth your while to check them out because you may be thinking you’re doing it right, but after looking at their statistics, you may want to rethink how you are responding to the public.
TEAM Hughes Real Estate School is obviously in the business of teaching real estate courses. We don’t always get it right, and neither will you. We all have off days and we all have lives going on outside of our real estate careers. It is prudent for us to appear as professionals who have it all together. That way, the consumer can feel comfortable with us and can trust us to be ethical and to practice with integrity. Consumers should not have to worry about the real estate school or the real estate brokerage they choose. They have enough to worry about.
Call us if you need our help, and we’ll try our best to smile because we’ll know you can hear us!