I probably call 10 members a day (give or take) every day. I do it for a variety of reasons. Some of the time it's because I have read something particularly moving they have written and I want to say thanks. Sometimes it is because I see something they are doing in their blog they could be doing better and I want to offer advice. Sometimes it's because I am lonely and I need someone to talk to (haha, that last one was a joke, not to make light of the plight of the lonely, but this job doesn't really make that an option).
Almost every time I get ready to pick up the phone, I am faced with a decision. Call them at the office or on their cell phone. If it's someone I have spoke with prior, I will generally go straight to the cell phone. If it's the first time I am calling someone, I usually use the office phone first. So on a daily basis I am greeted by the person that answers the phone at your office a couple of times.
My interaction with them sets the tone for my interaction with you.
On occasion, the person answering the phone in your office is bright and cheery. I can't help but take the same tone. They leave me with that warm and fuzzy feeling. I like that feeling. I'll venture a guess that your clients would like that feeling too. When we start our conversation, most often without even realizing it, I feel good about talking to you. I become more engaged in our conversation. I want to talk to you.
You all know the flip side...........
Every so often I get that person that answers the phone and their attitude stinks. It isn't what they say of course, it's how they say it. I'll bet they are busy. I'll bet there is another call coming in right behind mine. I'll bet they got up on the wrong side of the bed. Well guess what.......if I'm your client, I don't care!!
"Thank you for calling XYZ Realty, can you please hold?"
"I ha...click (....ve no problem holding") (cue elevator music or canned marketing message)
Really? Not even four seconds to confirm that I will in fact hold and that I'm not his son with an emergency?
That's the example I had just ten minutes ago. But I come across different variations of that A LOT. The person's tone when returning to the line was no more friendly, simple concerned with getting me out of their hair. It doesn't leave me in the best frame of mind to start our conversation. I deal with it way more than your clients do, I would imagine. Because of that, I can rebound A-OK and we can still have a great conversation. But can your client? Does that first abrupt voice leave them uneasy and chagrined?
More often, I get somewhere in the middle. But wouldn't you rather I get passed to you with that infectious warmth and cheer?
Agents......who is setting the tone for your initial conversations with your client? Are they setting you up for a great interaction? Brokers.......does the person answering at your office even consider how I feel once I'm passed on? Should it be their job to care?
I say yes. That person answering your phone is your clients first interaction with you. It sets the tone. Hang out of sight today and see what that tone is......
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This is why I never give out my office number, you never know who is going to answer the phone. : -) I give out my voice mail which can go directly to my cell phone....(Now I waiting for your call Bob : -)
Thanks for the info! This really helps me understand it a little better!
Justin Thayer
Keller Williams (Eugene Springfield)
For all things Real Estate in Lane county Oregon go to: http://www.teamthayer.com/
I HATE when I am asked if I can hold and then placed into the Matrix without so much as chance to say "sure..." In a previous lifetime in the restaurant business I used to have people call my restaurant to find out how they were treated. I think business owners would be shocked to find out how widespread that bad first impression really is!
Thanks for the reminder post!
Vince - DUCTZ of North Phoenix and Deer Valley
623-466-8625
Justin,
I'll send this directly to you as well in case you didn't choose to be notified.......but..........
Don't leave canned comments on my posts. I have the keys to ActiveRain and I can see that you have left this exact same comment on ten other blogs today. Leaving comments with actual meaning will help get you noticed much quicker around here.
Also, Do not leave your link in comments. For one, it is against our community guidelines. (You can find those on the home page, www.activerain.com). Second, we add no follow tags to any links left in the comment section of posts.
Other than that, thanks for stopping by and I'm glad you understand "setting the tone" a little better
Sandra,
I'll never know how your office answers, you're one I would call directly every time.
Melissa,
Same goes for you :-)
Danny,
If you call me 15-20 times I will send you into our phone maze as well :-)
Vince,
If you have done some research on this, then you would know better than I would. I just know the impression it leaves me with. I am just not happy when I get off the phone after an interaction like that.
Bob...I think it also goes to answering the phone when it comes to a telemarketer...I'm especially notorious for forgetting that the person on the other end of the phone is a salesperson just doing her/his job. I should do a better job of giving them a break and just making their day with some kind words. Thanks for the reminder!
Bob
This happens all the time when we call other agents' office to schedule showings. It really is a downer, even to me as a fellow agent. I can only imagine how it makes clients feel.
Clients are always given my home office number. I try not to publish my brokerage office's number.
Though, I must say, I tease our receptionist about how cheerful she is on the phone. It's to the point where every time she answers I just start laughing because she's so darn happy!
Very well said.
Bryant: I'd rather people call my cell phone anyway. Only a few hang out at the office....I work in my office part time too so I'm only there a few days a week. For clients? I work out of my home office. CALL ME ON MY CELL. I don't think you've ever called me at the office anyway :)
Hey...I called you and you bumped me off....hahaha!
Bob, This is an outstanding point. Before I opened my own office I only had my cell phone number on my business cards and advertising just for this reason. I believe anyone in sales should ONLY have their cell phone number for clients to call unless you are a desk jockey, then I guess you can have people call the office.
Sean Allen
Bob,
you are welcome :-)
Don,
Don't you love that? I would love it if every time I called somewhere I laughed....that would be great!!
BB,
My phone makes me tons of money
Too bad everyone didn't understand that :-)
Jessica,
Well you certainly got me back!
Sally,
Nope, only cell phone calls for you :-)
Hi Bob! If you ever decide to call me please call my cell. Like many of the others if you call the office there's no telling who or what you might get. (which is unfortunate) but true. I use my cell exclusively, no home phone and I am really considering eliminating the office number from all my correspondence. Good luck on your calls!
All the Best!'
Kathy Fisher
Sean,
I'm not opposed to people having their office number available........because if the person answering is infectious (in a good way) it can be an asset. It sets the client in a more positive frame of mind.
Andrew,
I totally underst
Kathy,
I probably won't remember that comment when I do call.......so if your office phone is on there, I may be calling. I'll make sure to report how I am feeling after being passed through to you :-)
Liz,
I am guilty of that one. If my mind is on something else when I answer the phone, I don't always come off as cheery as I may actually be. The person that professionally answers it for the office needs to know that how they do it is important!
In Maryland, it's the law that we MUST provide the broker's name and primary phone number in every ad. There went my decades-long practice of only providing my catchy phone number, which just happens to be XXX-XXX-REMAX. Fortunately, we do have someone professional and pleasant answerin the phone at my office.
One of my favorite phone greetings is the one I get when I call Pinehurst to make our Thanksgiving reservations - "It's a beautiful day at Pinehurst". Always makes me smile!
Bob - I hope I sounded happy when you called my office today!!:) I was actually surprised you called the office and not my cell... Don't know why, I just didn't expect it! Thanks for clearing up what you did... now I have other issues that are probably too big to be taken care of! Oh well... I did what I could to fix it myself! It can be a cruel world out there....
Back to the post..I guess I never have thought of the desk person setting the stage for my interaction with my clients..interesting point! Maybe I will bring it up at the next meeting. Thanks
Bob, this is so important. Early in my career, I actually lost a listing because of the office receptionist. When people talk on the phone, they can't see what's happening so it's much easier for misunderstandings to occur.
For instance, you are in the middle of a project and answering hurriedly, not realising that on the phone it comes across as rude and disaffected. It's the same challenge which is magnified with blogging except here we can't see OR hear the other party. And...Thanks for taking the time to call us. It is appreciated more than you know.
What! Be nice...
I'll be the first to admit that how I answer the phone depends on what my caller ID says. If it looks like a solicitor then I tend to be a little bit more curt. I'm not the nicest to solicitors...
Typically if I'm busy or just grumpy for whatever reason, it's best to go to voicemail until I can be a little nicer.
Gee... I haven't had a call in ages! Guess I'm not ruffling enough feathers to merit any attention. From my desk in the office I can hear the person answering the phone and as you know there are some real winners in the business. Our office runs with three shifts a day on phone duty and unfortunately the competency level varies drastically.
Bob,do you know what a kick some of us get when we talk to you? It is almost silly...like you are Tom Cruze or something. I was thrilled when you called about my video. No doubt about it.
I think we should all keep our office "on". It is very important to try to put the best foot or voice forward and be pleasant. It is just as difficult to be mean as pleasant...so find someone who can be welcoming. Great point.
Bob,
I agree...and it starts from the top down...every person who works in our office is a reflection on me and should reflect my attitude, my business philosophy, even my enthusiasm...a challenge for people with differing personalities...there needs to be a 'tone' set that is consistent throughout the company, and it's done by example, not by preaching!!! JMHO, Thanks, Fran
Bob,
Thanks for the wake up call! This is one super basic issue & courtesy that requires constant attention from both myself and others in our small firm that pick up calls when the receptionist is tied up on other calls. It is the first impression and maybe the last if we don't come across as postive and willing to help or answer requests. Real estate brokerage is first and formost a service business!
Bob, I will answer my phone. Please feel free to try 410-530-2400.
When speaking with new agents, my suggestion is to answer the phone as if the caller is
1- your broker
2- your seller
3-the buyer for your listing
4-your next client
You can call my cell phone anytime you want :)
I always have a mirror by the phone ...if I can't see a smile don't answer the phone. it works!
Preach on brother Bob, I will give an AMEN to that. I do not put up with rude receptionists especially if I am a customer, and I let the sales person that I am dealing with know about it.
"Who is setting the tone for your initial conversations with your client?"
Made me stop and think. Almost ALL of my clients contact me first via email and the first time a speak with them is in person. I'd have to say that they set the tone, the client, and not me.
I really do empower them in that sense. I rarely sell myself. I just follow their lead.
Thanks for making me stop and think about that.
Bob--You are SO right and that is SO very important to potential clients as well. That is also a major pet peeve with me--If you put me on hold, I hang up and won't be calling back if I'm dialing you for a service! If you won't even speak with me when I'm trying to ask you about your business--what will you do when I've HIRED you for your services? I think you know the answer to that question!!
I give out my direct line ONLY!!!
Most people have my cell number though..... do you know how much a gajillion minutes cost?
I have three numbers that all ring to the same phone whether in or out of the office. I have a local RE number and a toll-free RE/fax number. My cell phone number is given to my tax/bookkeeping clients. When I am in my office my calls ring to my desk and when I am out and remember to forward/unforward my calls ring to my cell phone.
My problem is not setting the right tone...it's sounding like people need to wait for the tone. :-) Most people who call me think they have gotten my voicemail. I am working on that by adding "good morning" or "good afternoon."
In my broker's office the phone is only answered by agents on duty. Whenever I've called it's been pleasant. Can't recall if it was cheery though. :-)
Bob, you're so right. If the person answering the phone sounds annoyed it doesn't make you want to talk to the next person in a bad mood! We sure try at our office to answer cheerfully...now I feel I had better double check though.
I'm trying to get my nails painted...what do you want???
Please tell us if you get that impression.
If we do we're in trouble because we really DO want to talk to you!
Later in the rain~Deb
Great post! I have to say prior to becoming a REALTOR I remember calling companies from newspaper ads and becoming irritated when the voice on the other end of the phone wouldn't answer a simple question of "Is this home still available?" Now after countless hours of real estate classes I know it is illegal for a non licensed person to give that information HOWEVER, I really wish they would have just told me that back then. "I am sorry, legally I am not able to give you that information as silly as it seems." Would have made me feel much more important then " Please hold."
Wow Bob! That was a great post and one that is important to anyone that deals with people on the phone (which is just about everyone). I admit that I am guilty of answering the phone hurriedly some times when I know who it is because I have a million things to get done. It only takes an additional minute or two to listen to the person and explain that you are right in the middle of something but would love to speak to them about X, Y or Z in a few minutes. I know that I don't appreciate when someone rushes me off the phone and I need to remember that on those days when I don't have time to talk. Voicemail is a great invention and should also be utilized if you are not able to speak with a smile in your voice.
Everyone had great suggestions. Boy I love this site!
Bob,
Great thought. I never really thought about it simply because the only number I give out is my cell phone. My business cards and marketing materials only have that number so they don't have to chase me down. The easier you make it for a potential client the better off you are going to be.
What is even worse are those automated answering directories where they have to push 50 buttons to get to you, and when they finally are being connected...they get your voicemail. UGH!
P.S. Don't be too lonely and if you are going to call me, call my cell.
A co-worker once teased me because he saw me smile when I answered my phone. His comment was "They can't see you!".
You can see a smile over the phone.
Bob, this was wonderful. Thank you.
(Look, Bob -- I'm reading your blog!)
I called an AR friend at work a couple times this week. Both times, the receptionist said, "Who?" as if they'd never heard the name before. After that many years with the company, I'm pretty sure they should be known!!
Maybe it's that WV accent??
If you call 10 people a day, you probably get about 2 answers, if that many. The rest will be voice mail. I have yet to figure out why folks have cell phones but don't answer them. Seems to me that if you're not going to answer the phone, you might just as well let all calls go to one central main number, as I do. If folks publish their cell numbers, they might try answering the cell number.
I know I'm fighting a losing cause here, because folks have a myriad of excuses why they don't answer their cell phone number. None make sense unless they are in traffic and need to drive and can't. Folks want the cell with them at all times, but often only return messages hours later.
I'm kerschmulkulled.
When I'm calling, there's a 95% chance that I have a buyer or seller referral and just need to see if they can or want to handle it. I don't really care if they don't answer all calls. Just mine. So there.
Mr Stewart...
As you know I don't answer my phone. It's pretty hard to set a tone that way :)
Not much left to say after Blog Boy speaks. How about this...The ton...Allows me to shop :)
P.S. Nope. Still haven't come up with that nickname. I'm waiting for the inspiration. It's the only way to go :)
TLW...ROAR!
I have encountered this quite a bit as well. In our office, I answer the phone and make sure that I am friendly with whoever is calling (even if it's a wrong number). Sometimes I'll even have a conversation with those wrong number folks.
=]
Bob,
After reading this post yesterday, spent this day concentrating on answering both office & cell phones with a smile and courteouse reply. It is so easy to forget to take time to do this in the high speed world we live & work in that is very easy to give and create a wrong impression which might be the last one we get from a particular caller.
Thanks again for the wake up call. Back to practice & back to basics!
Bob,
We are fortunate to have two great ladies at our office that do an excellent job with the phones. I know, because I often call to get connected to another agent in the office, or to have one of them look in a file for something. They are pleasant and professional.
As to the comment made about answering a cell phone. I never answer when I am with a client, in a meeting, or at lunch. I want to be able to give the caller my full attention, so I return calls when I am not distracted or busy.
Also, if you just up and called and said you were from ActiveRain, my first thought would be ... "I knew I had to pay at some point, AR is way too cool to be free!" Cheers
We have a REMARKABLE woman on our front desk. Anyone who calls gets the red carpet treatment.
I'm glad you wrote this because there are so many times that people do not understand the IMPORTANCE of the front desk!
It's the most important thing in ANY company, large or small.
But for you Bob, just call me on my cell like you always do. :)
Bob,
What a crucial point. A call to the office, mortgage, real estate, any of them in the industry, is just a simple call but can have a huge impact on the caller, usually the consumer. It's a small and often overlooked thing among a bunch of big things, but it really should be getting much more attention.
I agree. This is the main reason why all my marketing is designed with MY contact number and not my office contact number. Not that the person at the office will do a bad job but because it brings so much more uncertainty into the equation. " Will they answer and be nice even if they are having a bad day? " "Will they make sure that the call is properly directed?" "Will they make sure that the customer calling is given OPTIONS on how to reach me, not just my voice mail automatically?"
In our office, it's not hard to remember that we own our OWN businesses. In other offices, the fact that you are a contractor and hence are the REAL business owner is harder to keep at the forefront of your mind and so I think some don't think like that, but it is a critical area that can KILL your business if you do not think FOR your OWN business.
Bob:
This is an excellent post.
One of my biggest pet peeves with ANY type of business let alone the highly competitive real estate business is poor front line performance.
In my continuing ed seminars for realtors, as part of adding value, I discuss marketing and how to brand one's self and their office. You'd be amazed at how many people are surprised by this conversation.
I hope to get a phone call from you because I've written something that you think has added value to the AR community. I'd also be open to suggestions on additional comment.
Bob:
It is hard sometimes to keep our priorities straight in this business. Thanks for an excellent reminder that customer service is everyone's full time job in a business - every employee; at every level... Call my 877-268-1877 number today and see what kind of response you get and let me know. Thanks for spying for me! ;-) Steve
Father of Kelan...
I had to come all the way back here to see who wrote "Who Sets The Tone"...
Yeah. Yeah...I'm getting old :)
TLW...ROAR!
great article