Special offer

Click or Call

By
Real Estate Agent with eXp Realty of California, Inc. CA DRE #01490977

Clicking on my mousepadClick or call. It's a choice we often have.

  • ~ Shop on-line or call a bricks and mortar store
  • ~ Arrange a flight on-line or contact a travel agent (yes, they still exist, and yes, they can add value)
  • ~ Make a restaurant reservation at Open Table or call directly

Our prospects are faced with these choices as well. At first, the tendency, for many, is to click. On a blog or a website, a link on Google.  We know that about 80% of buyers are clicking before they are calling.

So, of course we need to be there so they CAN click.

At some point the choice becomes more complex - click to send that email, or pick up the phone and call the agent?

The choice depends on many factors...time of day, comfort level, need, and the tendency of that buyer or seller to use technology or to prefer a good old fashioned phone call (this can be generational, as we all have learned).

Similarly, as REALTORS we, too, have that choice, all things being equal. A prospect signs up for emailed listings through our website IDX and leaves a phone number as well as an email.

What to do?

Do we click or call?

  • Do they really want us to call, if not asked specifically to do so?
  • What will happen if we do call?
  • At what point is it OK to cross that line and pick up the phone, assuming a number of provided?
  • Do we assume that because they are clicking on the Internet that they do not want a call?

Mariana and Derek Wagner in Colorado SpringsMariana Wagner is a favorite blogger of mine in Colorado Springs. You all know her. She spoke recently at REBlogWorld08 in Las Vegas about the cycle "Click to Close," and as I was writing this I was reminded of a powerful statement she made in her talk (which was tremendous and the first of the day).

Once folks are into the cycle and at the relationship phase, and were contacted by someone on her team, "0 yelled at us for contacting them."

Powerful, because it is a huge reason why her lead conversion is so good, but also because it suggests that we, as agents, may often mistake how we should respond to our Internet leads.

Do we click or call?

While the choice MAY be simple, the impact can be tremendous, depending on what happens after the choice is made. As Mariana also said, when you contact these prospects..."be the expert you prove you are in your blog."

Of course with new technology the meaning between click and call is much more blurred. Consider Skype and Txt2day, for example.

The choice is ours to make. Whatcha think?

BTW, the mousepad I used in my photo is no mistake. Some powerful messages there

************************

If I can provide more information about Carlsbad and surrounding areas, or the housing market in general, or otherwise assist you in your homes search, please contact me by phone or text at (760) 840-1360 or email me at JDowler@remax.net.

Search for Homes Community Information First Time Home Buyers Relocation Services and more How to get in touch with me

All content copyright © 2008 Jeff Dowler Carlsbad Homes and Real Estate Tidbits

Posted by

Jeff Dowler, CRS
Certified Residential Specialist / Realtor®


Call or Text
(760) 840-1360

Email Me

Enjoy the beach life in Carlsbad, Oceanside, Encinitas,
San Marcos & other
North San Diego County coastal
& inland communities

Buy - Sell - Invest - Second Homes  

     

About Me

My Blog

My Website

  Jeff Dowler's Facebook Profile  Jeff Dowler's YouTube Profile    Jeff Dowler's LinkedIn Profile

 

Comments (64)

Anonymous
Steve Kappre

Jeff - Almost daily I go thru the decision process to call instead of click - I've been in the business always knowing e-mail - e-mail to me is a cop-out.  I just feel like I'll lose business if I don't call. 

Sep 24, 2008 03:34 PM
#45
Anonymous
Steve Kappre

Jeff - Almost daily I go thru the decision process to call instead of click - I've been in the business always knowing e-mail - e-mail to me is a cop-out.  I just feel like I'll lose business if I don't call. 

Sep 24, 2008 03:34 PM
#46
Mike Parker
HUFF Realty - Florence, KY
"He Sells Homes Like Yours"

Jeff,

Hope your convention was a great one! It was great having you in class in the CRS 201 Course in Vista, Ca.

Have a great day selling!

Mike Parker - CRS

Sep 24, 2008 03:49 PM
Janna Scharf
Keller Williams Realty Coeur d'Alene - Coeur d'Alene, ID
Coeur d'Alene Idaho Real Estate Expert

It's pretty simple.  If they leave a phone number - call.  If not, email.  If I have both an email address and a phone number I send them off an email AND call.  If I have to leave a message I mention that I sent them an email and I will try to catch them later. 

Sep 24, 2008 05:54 PM
Ronnie Margolis
KW Kauai - Kapaa, HI
Kauai Realtor - CDPE, ABR, RA - On Top of the Aloh

I have read many pundits describing the proper technique for emailing, not emailing, calling, or not calling. I basically consider all leads that come through the web as unqualified, whether they come organically or through PPC campaigns. I have had good successes when calling, especially if it is within 2 hours of the lead coming in, and right then and there I know the prospect is mine. I pretty much think based on the odds that the reward for calling is higher than the risk. Great thread my friend. Aloha from Kauai.

Sep 24, 2008 06:19 PM
Diane Bell, Hilton Head Real Estate, Bluffton
Charter 1 Real Estate, Hilton Head, Bluffton, SC - Hilton Head Island, SC

I've become more of a cliker than a caller.  With the new phone systems and what we have to go through to talk with a live person, I find it much easier to go the internet route.

Sep 24, 2008 11:31 PM
Mike Klijanowicz
Cummings & Co. Realtors - Perry Hall, MD
Associate Broker @ Cummings & Co. Realtors

I am a much bigger clicker than caller, but when I get my new assistant settled into her new position, one of her main jobs will be to contact these prospects for me (by phone if they leave a number) and attempt to "qualify" them for me.  If they don't like it, oh well, onto the next one.  I have found that actually speaking with someone will tell you how serious they are.  Anyone can email you from your website, even other agents to see what you do to follow up with prospects!

Sep 25, 2008 03:07 AM
Bill Roberts
Brooks and Dunphy Real Estate - Oceanside, CA
"Baby Boomer" Retirement Planner

Jeff, Very thought provoking post. I have to agree with Rebecca ?(above) because I have heard it myself. And Mariana mentioning that "O" yelled at them indicated that it was noteworthy. Was it noteworthy because nobody else yelled at them? I say call, the upside is more valuable than the downside costs.

Bill Roberts

Sep 25, 2008 03:33 AM
Charles Stallions
Charles Stallions Real Estate Services - Pensacola, FL
850-476-4494 - Pensacola, Pace or Gulf Breeze, Fl.

When a client or customer gives you their phone # regardless of what else I think they don't mind you calling and even probably expect it. It may be just me but when I give someone my phone # I am expecting an instant phone call. If I want someone to take there time about getting back to me I will give them my address or e-mail.  

Sep 25, 2008 08:15 AM
Pamela Elder
Gaines Realty - Inman, SC

Good Morning Jeff,

It is of course is much easier for us to just send an email. Heck we can multi task easier this way. While I don't disagree with either. I still like talking with people via the telephone. To me it much more personable.

 

 

Sep 26, 2008 02:27 AM
Michele Eckart
RE/MAX Advantage Realty - Ellicott City, MD

Hi Jeff,  The two websites for phone and texting were interesting.  I know most of us hate to do because it is not a convenient but we do need to call.  I also would email.

Sep 27, 2008 01:32 AM
Michelle Pimentel
Empire Home Staging Solutions - Upland, CA
ASP, IAHSP Empire Home Staging

Jeff,

Clicking is always a good way to start getting your information out to clients, but I think on a personal level, a follow up call always seems to be very professional and will let clients get to know you better! :)

Dec 18, 2008 03:12 PM
Jenny Durling
L.A. Property Solutions - Los Angeles, CA
For Los Angeles real estate help 213-215-4758

If they provide me with a phone number, I will always try that first.  The sooner I can reach them after they've been to my site, the better. Of course, we all get alot of bogus phone numbers or no number at all. In that case, I go the email route. I think email is fine, but it's impossible to tell if they actually get and read our email unless they respond.

Dec 31, 2008 09:31 AM
Carol Simonson
ReMax - Westlake Village, CA

First...I love reading your posts!

Second...where did you get that cool mouse pad???

Carol

www.RainDroplettes.com

 

May 02, 2009 04:12 PM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Thanks, Carol. I appreciate the compliment.

Regarding the mousepad, I got it from Service for Life - Craig Forte. I use their service for my monthly newsletter.

Jeff

May 02, 2009 04:16 PM
Scott Hoen
Carson City, NV
Carson City Clerk Recorder / Public Administrator

I like the click or call analogy -- people are definately clicking before calling

Jun 15, 2009 12:49 PM
Nicole Thome
USA National Title - Orange, CA

Having worked as an agent for many years before moving to title, I have to say ... I always called before I clicked.  That is, of course, if a number was provided.  Calling soon after receiving the lead offered by far the highest conversion.

The way I saw it, the phone number on an Internet lead is like a dare ... "c'mon call me! I dare ya!"   Sure, they're contacting you via the Internet but ... by calling, you're immediately making the experience more personal.   

I also found the most SERIOUS of prospects would leave a *valid* number.  But, if they left a 'dummy' number or no number at all, it often meant they were still 'window shopping' and didn't really want an agent 'pressuring' them (read: not ready to buy and thus NOT a buyer).  Of course, this isn't an absolute, it's just what I found to be most commonn.  In all cases, they sure didn't mind leaving a valid email address so they can get free listings and information though, right?!  This is not to say these prospects can't and won't become clients at some point.  However, without leaving a valid phone number, I wouldn't consider them 'ready to buy' or serious "A" prospects.  I'd put them in the "B" prospect category.  If you can get a phone number and a conversation from a "B" prospect, you then have a good shot at turning them into an "A" client. 

Happy selling!

Nicole @ USA National Title nthome@usanationaltitle.com

Mar 24, 2010 05:42 AM
Gerald Mayo
Prudential Team Realty - Estes Park, CO
Mr. Estes Park

I think the internet is a great way to cast the net, get someone that is interested and asking for informaion.

Nothing beats a personal call however.  That's when the relationship begins.

Gerald

Mar 30, 2010 01:19 PM
Michael Wilson
Branford, CT

Great post and I am definitely someone who will call when the opportunity presents itself. 

May 08, 2014 03:20 AM
Avi Pasheeva

Great post. I would like to give another perspective - the clients one. When browsing through a website/listing I would love to get more information about the property at that specific moment. The current process of signing up or getting the contact of the agent and giving him/her a call is great, however there is a new way to do that instead of using Skype - through InstaCollab www.icfloortime.com The product they are developing offers a real-time engagement through live video and audio chat. It works straight from the browser and in the near future (beginning of 2015) on mobile as well.

Through a simple widget the online lead will have the opportunity with a few clicks to initate a live video or audio call with the agent without the need to copy/paste numbers or send emails to the agent requesting information like Skype nickname.

From agents perspective he/she could easily see who is browsing their listings in real time, capture the online leads at the peak of their interest, engage them and through the video establish face-to-face communication without the need to travel or setup a physical meeting or simply put bring the human element online. This is a huge development in management of the online leads, because real estate agents spend time, efforts and money to bring the clients to their listings, which is only the first step. Now it is possible to take the second and actually engage them. 

Nov 20, 2014 06:19 AM