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I could have been a lead... or, how not to setup your phone system.

By Graydon Peters

Services for Real Estate Pros with Marlin Creek

June 06, 2008 10:15 AM

It was 5:01pm and I wanted to make a quick call to an agent that recently signed up... so I called the main office line.

This is what I got...

"Hello, thanks for calling.... our office hours are 8:30am to 6:00pm M-F and ... For the directory press X".

I did not have a choice to leave a message.

There was not an agent "on call" that got the call forwarded to them.

and oh yea... it's not past 6pm yet!

For all that is discussed about the internet and web 2.0 and new tech and blah blah blah... do not forget that the basics need to be taken care of... like when somebody calls the office.

Just think... I've could have been ready to list my $2 million property if they had just answered the phone... or at least let me leave a message.

Graydon

NOTE added - I failed to mention the first time... when I did try the directory... it didn't connect me to the agent I was trying to reach... time to update those records!

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Marie Meyer

Keller Williams Realty - Central Valley, NY

Orange County New York Realtor

Good post Graydon. I run into this when trying to schedule showings, and it's such a waste of time.

Jun 06, 2008 11:56 AM

Ricki Eichler McCallum

CastNet Realty - Corpus Christi, TX

Broker,GRI,ABR, e-Pro, TAHS

How do you know which agent you might want to talk to if you are a customer inquiring about an ad or a sign? If Realtors in some offices are too busy to talk to me I take my business elsewhere.

Jun 07, 2008 05:48 AM

Graydon Peters

Marlin Creek - Humble, TX

Marie - you are right. It's a waste of time... and it's frustrating.

Dale - I figured I wasn't the only one... and it's a shame that it's as prevalent as it is. I know that agents may come / go with a brokerage... but keep those phone directories updated and have a routing plan for calls to agents that left.

Ricki - I agree, and I'll add that I think most people could accept either leaving a message on a "machine" or with a person... but if there's no prompt return call... time to move on.

Thanks for the comments... maybe it'll help at least one agent / office take a look at how their incoming calls are handled.

Jun 08, 2008 03:25 PM

Liz Carter

Liz Carter & Team Realty-Your Real Estate Resource For Life! - Katy, TX

Broker/Owner of Liz Carter & Team Realty, Katy TX (Houston)

Graydon...

That's not good :). My voice mail is set up (I think) pretty good...still get complaints about having to leave a message. I always ask them, well did they call you back quickly and answer help you? Oh yea, but I can't ever get a "live" person. If everyone is busy and it goes to a decent voice mail system and your call is returned in a timely manor...well I just don't get it. I always want to say "Have you tried to call your bank lately, or even you doctor??? Some of those systems where you get in a never ending loop, drive me nuts, it's like you are on the phone for 30 min. before you get to an extension to leave a message, if at all! Then you have the one mortgage co. that you have to take a stupid survey before it lets you go any further...amazing. L

Jun 08, 2008 05:15 PM

Liz,

A survey??... I'd like to think you are kidding!

As far as the people that want a live person... time to do some data analysis...

- how often does that come up?

- when did they call?

- how many times did they call?

- ... before leaving a message

If it's one complaint a month and they call at 8pm it's one thing... If they are calling at 2pm and it's coming up every month multiple times... then perhaps some refinement in the system needs to take place.

This may be simplistic approach... but how often do you call into the system... or get someone else to... in order to experience it as a customer would... at different times and days?

At least you are paying attention and trying to do it right...

Jun 13, 2008 05:49 PM

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Graydon Peters

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