Creating a Great Phone Experience for Buyers and Sellers

Services for Real Estate Pros with Ruby Receptionists

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:

  1. 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.

  2. 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.

  3. 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!


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

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.


Comments (25)

emily millercs
Free lancer - Adams, IL
Belive you can and you're halfway there!

It's a best way contact.I like this technology improvement may lead ours to high.


Mar 28, 2017 02:23 AM
Andrew Mooers | 207.532.6573
Northern Maine Real Estate-Aroostook County Broker

How long, how productive the phone conversation depends on the service providers to stay on task. And being able to gently rein in the this is my life buyer who forgets you are not the 55 minute a week paid therapist.

Mar 28, 2017 02:36 AM
Dorie Dillard Austin TX
Coldwell Banker Realty ~ 512.750.6899 - Austin, TX
NW Austin ~ Canyon Creek and Spicewood/Balcones

Good morning Ashley Fisher ,

Welcome to Active Rain and congratulations on a well deserved feature post! Creating a great phone experience is just part of the "experience" you will continued to create for your client. Better to know how to start off when speaking on the phone to be inviting, able to articulate and answer the questions being asked. I just subscribed to your blog.

Mar 28, 2017 03:58 AM
Mick Michaud
Distinctly Texas Lifestyle Properties, LLC Office:682/498-3107 - Granbury, TX
Your Texas Lifestyle is Here!

Virtual services are a great way to grow your business both in size and in repuation.  I've used them in the course of some of my businesses.

Mar 28, 2017 05:47 AM
Amanda Hope
Atlantic Shores Realty Expertise - Vero Beach, FL
Specializing in Vero Beach & Sebastian Real Estate

Looks like a great service. Will definitely keep it in mind for future use!

Mar 28, 2017 11:45 AM
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
Retired New Hampshire Home Stager

Congratulations on the feature! Well done!

Welcome to the Rain too!

Mar 28, 2017 03:18 PM
Todd & Devona Garrigus
Garrigus Real Estate - Beaumont, CA
Broker / REALTORS®

Fantastic post and what a great service. Congrats on the featured post!

Mar 28, 2017 05:07 PM
Sharon Parisi
United Real Estate Dallas - Dallas, TX
Dallas Homes

Communication is an essential ingredient in successful real estate transactions.  It's great to meet you in the Rain!  Welcome!

Mar 28, 2017 09:20 PM
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Great Post ... and I agree with all of ur points of communication with prospective clients.  I personally do not memorize scripts as I feel more comfortable with a natural conversation and having been in the business over 20 years it comes naturally to me. 

Congratulations on the Feature and Welcome to the Rain @Ashley Fisher

Mar 28, 2017 10:30 PM
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

This is  a topic I've nott seen on here! Very good idea! Love and light!

Mar 28, 2017 11:57 PM
John Wiley
Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

Thanks for an informative post on providing a great phone experience for the consumer.

It is critical in the business world. From my experience in calling businesses, I often wonder how they are still in business.

Mar 29, 2017 03:48 AM
Chris Lima
Turtle Reef Realty - Port St Lucie, FL
Local or Global-Allow me to open doors for you.

Great post.  Congrats on the feature and WELCOME to ActiveRain.  I used to despise scripts due to their formality, but a few years back I learned they keep me on task.  I use the format of the script frequently. However, the words and the delivery are now closer to my natural business speech.

Mar 29, 2017 06:14 AM
Ron Aguilar
Gateway Mortgage Group - Saint George, UT
Mortgage & Real Estate Advisor since 1995

I agree with the speculated trend but Invoca states they only surveyed 2000 adults. That's a very small sample size to determine, stay tuned.

Mar 29, 2017 07:04 AM
Melissa Spittel
Coldwell Banker Residential Brokerage - Westminster, MD
"Achieving Results Together "

I am now going to change my voicemail message thanks to your great post and link (craft a firendly greeting). Not that I'm unfriendly, but I love  your suggestions! 

Mar 29, 2017 06:37 PM
Donna & Larry Johnson
Keller Williams Real Estate - West Chester, PA
Chester & Delaware County

I have not tried it yet but it has been on my list.

Mar 31, 2017 09:03 AM
Travis "the SOLD man" Parker; Broker/Owner
Travis Realty - Enterprise, AL
email: / cell: 334-494-7846

We used to use an 800 number call system, and I learned QUICKLY, and sometimes the hard way, to stay on my toes!

Apr 03, 2017 09:38 AM
Jan Green - Scottsdale, AZ
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Excellent topic and information.  The public gets that first impression from us over the phone, so very important to connect with the right attitude.  I like to stand and walk when I talk and it helps me to stay focused and to be creative!

Apr 05, 2017 01:10 PM
John Oman
Newington, CT

Great topic and input from professionals

Apr 14, 2017 07:30 AM
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Sometimes it helps to go out of your way to be a little nicer. Never really hurts anyone at all

Apr 20, 2017 11:55 PM
Mick Michaud
Distinctly Texas Lifestyle Properties, LLC Office:682/498-3107 - Granbury, TX
Your Texas Lifestyle is Here!

Good points and info on the growth of mobile tech.  I used to use an answering service with a pager back in the day. 

Apr 27, 2017 04:27 PM