Hell Script vs Hell of a Script

By
Real Estate Agent with Keller Williams Coastal Properties DRE# 01977602
https://activerain.com/droplet/5ljv

When my Mother passed away, I called AOL to cancel her email account.

 

“Oh, I am so sorry for your loss. Are you sure we can’t convince you to keep the account?”

 

“No, she won’t need it. She passed away.”

 

“I’m so sorry. There are a lot of great features. Maybe we can offer a discount?”

 

“No, she’s dead!”

 

This went on for several ridiculous rounds. The lady from the AOL Call Center stuck to her script and I could certainly tell it was a script. She wasn’t listening and comprehending what I was saying and her responses were not consistent to the information that I was giving her. Her goal? To retain business. “Do you understand? DEAD!”

 

In Real Estate, a script is a valuable tool. It can offer a blueprint for effective conversation. It can bolster confidence to make calls. Knowing and practicing scripts can give you an edge on your responses to objections.

 

In training, scripts are learned verbatim, but outside of the class, it doesn’t need to be kept that way! Don’t be afraid to rewrite a script in your own voice. How many calls do FSBOs get that are exactly the same as the prior call? Be smart, be genuine, be YOU!

 

To me, scripts are the verbal equivalent of a metal clothes rack. Rather than clothes, you are hanging words on this rack. Without the structure of the rack, the clothes are lying on the floor. The script offers the framework to keep what you say to customers from being a mess. But the words like clothes should reflect your personality and warmth and maybe put some space in between the words so that you can actually listen to what your client is saying.

 

Use a script to provide the direction of the conversation, but use your brain too! A script without regard for what the client is saying is damaging and offensive. The woman at the AOL Call Center could have been helpful but Mom’s account was inactivated with a struggle. I was left with negative feelings about AOL, and a story that’s been told and embellished over the years about their horrible service. Not the outcome AOL would have desired. Lose a deceased customer versus lose that customer AND have AOL dragged up evermore as an example of bad customer relations

 

I guess the purpose of the AOL script was to retain all customers living and dead. They may need to rethink that customer base. Actually, you don’t hear much about AOL anymore. I think the customer base rethought them! Remember that people will not remember every word that you say, but they will remember how you made them feel.  USE, don't MISUSE scripts.

 

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Topic:
Real Estate Sales and Marketing
Tags:
marketing
realtor
keller williams
aol
scripts
long beach
real estate
california
call center
america online
mistakes realtors make
janet darrow

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Ambassador
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Michelle Cherie CarrCrowe Just Call...408-252-8900
Get Results Team...Just Call (408) 252-8900! . DRE #00901962 . Licensed to Sell since 1985 . Altas Realty - San Jose, CA
Family Helping Families Buy & Sell Homes 40+ Years

I'm sorry for your loss. Thank you for sharing this experience.

Nov 06, 2019 12:51 PM #1
Rainmaker
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Paula Hathaway, REALTOR, LBA
Douglas Elliman Real Estate - Southampton, NY
...A Local Expert in all The Hamptons

Hi Janet: Now, in this moment of great loss and grief, I want to express my deepest sorrrow. I don't know when your Mother passed but as I have found, the pain never goes away! I do, however, have to thank you for the laugh you got from me over the AOL genius who took you over the coals just to try to do business...she is so typical of the way customer service has degraded in today's world! Thanks for the very informative post!

Nov 06, 2019 01:29 PM #2
Rainmaker
496,908
Paula Hathaway, REALTOR, LBA
Douglas Elliman Real Estate - Southampton, NY
...A Local Expert in all The Hamptons

Your Mom is probably getting a chuckle as well!!

Nov 06, 2019 01:40 PM #3
Rainmaker
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John Pusa
Berkshire Hathaway Home Services Crest - Glendale, CA
Your All Time Realtor With Exceptional Service

Welcome to the ActiveRain community. Congratulations on your first post.

Nov 06, 2019 04:01 PM #4
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Mimi Foster
Falcon Property Solutions - Colorado Springs, CO
Voted Colorado Springs Best Realtor

Before I was a Realtor, I traveled around the country setting up a little company called TeleCheck. I taught our salesmen a script that they had to know inside out and sideways. When they were done, they were told they were never allowed to use the script again. It was only to fall back on when someone asked them a question they weren't sure of. Great Post.

Nov 07, 2019 08:10 AM #5
Rainmaker
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Janet Darrow
Keller Williams Coastal Properties - Long Beach, CA
Local Knowledge with Global Reach

Thank-you! That's an absolutely BRILLIANT story, Mimi! Love it!!

Nov 07, 2019 10:33 AM #6
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Mel Ahrens, MBA, Kelly Right Real Estate
Kelly Right Real Estate - Hood River, OR
Customized Choices for your Real Estate Needs

Welcome to Active Rain, a great place to learn, share, and network.  One of my pet peeves is customer service(?) reps who don't listen and just mouth the script. I've even started talking gibberish to see how long it takes them to realize it. usually over a minute.

Nov 09, 2019 03:33 PM #7
Rainmaker
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James Dray
Fathom Realty - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Janet.

Congratulations on your first blog here in the Rain.  I hate scripts, like you I can tell when someone is using one.  

Nov 10, 2019 02:41 AM #8
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Janet Darrow

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