If you checked out my last blog post, you know click-to-call technology is driving smartphone users to call businesses more than ever before, and the number of calls to businesses is expected to rise substantially in the coming years. How can real estate agents prepare for this inbound call surge? Once you get potential buyers clicking and calling, how do you deliver the service they’re looking for?
According to Invoca, mobile callers usually connect with businesses for three key reasons:
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To assess things quickly. Rather than doing a bunch of research on their tiny smartphone screens, mobile users are looking to click, call, and get quick answers to their questions.
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To express a concern. When mobile users are concerned about something, they’re not interested in sending an email, leaving a voicemail, or submitting a form online—they want to speak with someone who can help.
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To get advice from the pros. What better way to learn about the buying or selling process than to chat with someone who knows those processes through and through? Mobile users look to experts when seeking guidance. That’s you!
In short, smartphone users want help, and they want to reach that help in a single click. To create an experience that impresses new and returning clients alike, try adding these elements to your call-handling routine:
A Warm Welcome
Responsiveness inspires trust. If you aim to catch every call within the first few rings, you’ll begin making a great impression before you pick up. Live answering is key, too—if callers reach voicemail or an automated system, they’re liable to hang up and click to call the next agent that popped up in their search. Craft a friendly greeting, and be ready to say it with a smile. Make the first moments of every call count!
A Solid Communication Strategy
Smartphone callers may do little or no research before calling, so be prepared for basic questions. Drafting an elevator pitch can help you respond confidently to callers who are shopping around for the right agent. Arm yourself with go-to phrases so you’re ready to reply to any question or comment with confidence. A ready-for-anything attitude is a must!
Reliability
Creating a great experience for some of your callers is a start, but to build a strong reputation, delivering solid service on every call is critical. Easier said than done, though—that’s a tough mark for a busy real estate agent to hit! For example, the call you receive in the middle of a home tour could be your next big buyer. But interrupting that tour to pick up your cell is likely to irritate the client you’re standing next to—maybe enough to send them to another agent. How do you choose?
A virtual receptionist service eliminates the need for tough decisions like these by ensuring all your callers reach a friendly, helpful live person dedicated to making great impressions. Services like Ruby® Receptionists provide 100% live answering—even on evenings and weekends—with a team of customer experience experts devoted to helping you win clients, and technology that empowers you to run your business from anywhere. Best of all, ActiveRain members receive a lifetime 5% discount on Ruby’s monthly plans. Learn more at www.callruby.com/activerain.
If you’re a smartphone user—and chances are good you are!—you’ve probably used your phone to connect with more than a few businesses. Can you think of a time you were impressed when calling a company? How about a time when you were disappointed? By using your experiences to inform your call-handling strategy, you’ll likely stay on the right track.
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