Looking to purchase a property outside of the area, I researched local agents and came up with a short list of three. I was ready. All that was required was for an agent to answer the phone. It should have been simple. Unfortunately, agents No. 1 and No. 2 not only did not respond, they also did not respond to my voice messages.
Cole number 3 was the golden hit. Not for me, but for them. After that deal was completed, we did 6 more deals with them. Plus, I didn’t have a license for that market, so I introduced them to quite a few other clients over the next few years.
That one phone call turned out to be a gift that lasts.
Not all calls end like that. The problem is, we don’t know until we answer. I’m tired of agents who don’t answer the phone and frankly, this is the epitome of unprofessionalism. If you can connect, you might ask, “I called you earlier, but you didn’t answer. Are you okay?” A common response is, “I didn’t know who was calling.” How do you respond to that?
It could have been an opportunity, but they chose not to answer, so we’ll never know. The simple fact is that potential new customers are never in your database or already in your phone contacts. It’s only natural that you don’t recognize the person calling you.
Many callers no longer leave voice messages. If you don’t answer, they move on. What’s even more ironic here is the fact that many agents don’t have their voice mailboxes set up correctly, and they often don’t have the ability to listen to or delete messages that accumulate until the box is full.
There are many things in this business that you can’t control, such as the market, interest rates, and the customer’s willingness to sign a contract, but there is one thing that you absolutely have control over. Please answer the phone.
Mobile phones are the gateway to business
Here are some recommendations to enhance your phone’s functionality.
1. Set up your voicemail box
You may not be able to answer any questions, so please make the most of the opportunity. If voice mail is not set up, callers hear the following message: [your number]” Create a short message that motivates someone to leave a message instead of the default. If you leave it at the default, callers won’t even know if they contacted you.
2. Create a meaningful message
Keep your messages short and truthful. Avoid typical statements like, “Thank you for calling. I’m currently on the phone with another client, but I’ll call you back when I’m available.” The message is ridiculous and a feeble attempt to convey that you probably have something to do. No one is fooled and it’s off.
Another is, “You’re either on the other line or away from your seat.” To which I reply, “How many other lines are there?” or “Would you like me to believe that you were sitting in your office and I called your landline?” Who would do that?
Instead, acknowledge the facts.
this is [your name] and [your company]. Thank you for calling. We apologize, but we are unable to take your call right now. Please leave your number and message. We will get back to you as soon as possible. thank you.
No need to explain. We were unable to respond, but hope to connect as soon as possible.
Smile when recording your message and keep it as short as possible. Record your message in a quiet place, not while driving or other activities.
3. Answer missed calls as soon as possible
You may hear a voice message that says, “Leave a message and we’ll get back to you within two business days.” In a business measured in seconds, two days is an eternity, and many people just move on.
If someone leaves a message, listen and respond as soon as possible. If they don’t leave a message, call back anyway. It takes a few seconds to respond, which can result in a windfall.
In some cases, messages may not appear immediately. Some iPhone users complain that messages sometimes appear after a day. To address this, if a message is not immediately available, please call us as soon as possible. If you receive a voicemail, leave a message and text a simple response like this: [name]. I saw you calling. I’ll call you back. ”
4. Transfer the call
If you’re in a meeting that will take a little longer, or if you’re on vacation, transfer the call to someone who can answer and interact with the caller. Even better, you might actually be able to provide the information the caller is looking for.
5. Set up caller ID notification on your phone
Enable caller ID on your device to make sure the other person knows who’s calling you. For directions, enter “How can I find my phone number and name?” [type of phone] Type “See me when I make a call” into Google or ChatGPT to get instructions for a specific call.
To ensure your phone is configured correctly, you must enable caller ID on your device, configure it with your carrier, register with a listing service, and verify that you are in the CNAM database. Failure to do so may result in your number being identified as spam or unknown, both of which are detrimental to your business.
If you’re calling through your CRM with a different phone number, make sure that number is set up correctly so you can see your name when you make calls. I use BRivity as my CRM and when I call Sphere I use the built-in dialer. I often hear people say, “I didn’t know the number, but I saw your name so I answered.”
Your mobile phone is the most important tool at your disposal. Use it wisely and earn rewards.
In June, Inman takes a deep dive into the real estate team. What it takes to join a team, how to build a team worth joining, and yes, when to quit. For Teams Month, we invite some of the best team leaders in the country to bring you insights, frameworks, and hard-learned lessons that don’t typically make their way onto highlight reels.
Carl Medford is the CEO of the Medford team.
