The first tip to gaining a client is to ANSWER your PHONE! How many times do they contact me and say the reason they decided to go with me was because I answered my phone and responded right away to a text or email. Goodness, it isn't rocket science to know that communication is the key to having a great business relationship!
We also LISTEN to our clients about what their priorities are when it comes to searching for homes. How's about hearing that the home buyer kept insisting they wanted a certain criteria and the agent didn't seem to hear what they were saying? They kept insisting they needed to see higher priced homes or put their 2 cents in about how the buyer ‘should' love the house because they do?
They want to know what we will do for them...NOT hear you brag about how many listings you have. They especially do NOT want to waste time and drive around looking at the homes you sold instead of looking at homes they might possibly be interested in!
The consumer and our peers also read our blogs and get an idea of who we are. Let's not forget our online presence and how we portray ourselves before they even pick up that phone! Many leads first start with reading about who we are...what we do...and they see how we interact online. Internet empowerment.
Within the past week I answered my phone and received a home buyer (showing property this afternoon) who said no one called them back. I received a call yesterday and subsequent referral from ActiveRain member Courtney Cooper. I received another referral from an agent who works full time in our office for a double transaction (listing their property next Saturday and a purchase). I put in an offer for an investor who immediately took a liking to me because I HEARD what they wanted.
Communicate effictively!
Give the consumer and your peers what they NEED...
Not what you THINK they want.
........By the way, I will tell the groomer (again) to stop putting bows on my doggie. She really doesn't like them. I guess she didn't hear me.
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Celeste "Sally" Cheeseman is a Realtor-Associate® and Certified Residential Specialist (CRS) with Century 21 Liberty Homes in Mililani, Hawaii. With a sharp understanding that a listening ear is the key to a client's needs she serves the island of Oahu (Honolulu County) and all Hawaii Military Relocations, Hawaii Retirees, Hawaii Job Transfers and Hawaii Residents, Home Buyers and Sellers.
© 2007-2012 Celeste "Sally" Cheeseman's Hawaii Real Estate and Relocation Blog.
All rights reserved.
Thank you for the reblog Lenn Harley, Real Estate Broker, Virginia & Maryland !!!!!
Sally - Amen! I just got a referral from a Commercial Broker who said the seller was so upset with the other brokers in my area that would not return calls and respond, she needs to sell but didn't know who to list with! Seems simple ... Ring Ring ... Hello!
Great post! Thanks!
Woo Hoo, Over the years, I have come to the place where I rarely if ever discuss me. If they ask iwhich they rearely do, it is in my profile. It is about them and their needs. Keeps the focus where it needs to be.
I just caught this on Lenn's reblog and here's the comment I left:
This is so true.
A couple of years ago when I started to get really busy, I just couldn't answer all the phones/respond to all the internet leads that needed immediate attention. I hired a virtual assistant to answer the phones and within a week I had more appts booked and it more than paid for itself. She is excellent and she sounds sort of like me/same attitude and work ethic so it works well.
You are so right! You must answer your phone... and respond quickly...times are tough and prospects will just call someone else! Kathy
Answer the phone...Listen! Meet the client...listen! Heck it's about half of our job and I am amazed at the people who miss this completely! Nice job Sally!
Sally,
Isn't success in doing small things right, rather than hope for one big thing happen? Answering the phone or returning a call is not rocket science, and not even close to learning the SEO... but why learn all that if you would not answer the phone
The secret to success is very simple, respect the clients and be responsive. If that is done the satisfied client will bring additional business because of the way they talk about your service.
Aloha Sally,
So true,..easy stuff, so why doesn't everyone do it? The other day I received a return call from another agent the same day I left a message, how refreshing! I said, oh thanks soooo much for calling me back and on the same day I left you a message. She laughed, she knew exactly what I was talking about.
Sally
Answering the phone, or at least responding to calls quickly is so important. In this day and age of the Internet, people expect quick responses, and they are calling multiple people. I hear, over and ever, that I am the first person who has returned the call. Scary stuff!
I have had consumers, and agents, thank me for picking up the phone. I called 12 agents today - 3 picked up, and 5 hours later no other return calls!
Jeff
Sally,
Answering the phone and returning phone calls is standard operating procedure in my office and is required if you want to make or keep that reputation. I have always loved hearing how surprised they are that I either A)answered the phone or B) called them back promptly.
Very true Sally. Few things are as frustrating to consumers and colleagues alike as voicemail hell.
Sally, Answering all my calls and returning calls in just standard practice with me. I hate to miss calls, but I am glad that we have voice mail and text messages.
I have my 800 number go directly to my cell phone. When people call me at night, they are surprised that I answer my phone. I would lose a large percentage of my leads if I didn't answer or at least call them back quickly. You snooze, you lose!
Hi Sally,
Good for you,
Zig Ziglar used to say, 80 % of one's success comes from showing up.... how easy does it need to be, we spend days and thousands, to get calls and earn referrals, least we can do is get work when we are called.....love it when it all comes together.
Sally, Can you imagine a CPA, Doctor, Dentist, Hospital, or even 911 not answering the phone! Far too many agents do not treat their business like a business. It starts with answering the phone.
Good morning, Sally. You are so right. If you don't answer the phone, someone else will...
Sally, it is true. If you don't respond quickly they will move right on to the next. And listening is the only way you will know what they want. Sometimes you have to listen with your eyes when you are out with them, watching their reaction to homes!
Sally, Responsiveness and listening....you mean we're supposed to do that?? :) Amazing what happens when you take care of the fundamentals!
Sally, I received a call from a woman who wanted to see one of my listings. I met her there three hours later. As I was showing the listing, she confessed that she was an agent moving here from downstate. She had contacted 7 agents to see homes, I was the only one who answered my phone. I asked how many returned her calls, the answer ZERO. What is wrong with this picture? Agents if you want to sell your listing...answer the phone.
Good point Celeste. I like your photo choice for the post, too. Steak Bone wishes to your pooch!
Great post Sally. We wonder if the lack of rsponsiveness is a symptom of a business where many of the participants are part-timers? It seems that this group is quickly leaving the business in these difficult times.
Yup, good advice if you want to succeed in any business. We would, however, like to take this opportuntiy to thank all those agents who failed to heed it for all the business you've given us. Please keep up the good work...
One wonders what all this blogging, posting, marketing, and advertising is all about if you wont answer the phone...?
Either answer the phone or call back the online leads really super quick.
I miss calls often but call back as soon as possible! It is really rude to ignore phone calls and expect clients or other agents to wait around for you!
Hi Sally, Congrats on the feature. Answering or calling back asap is key. It is best to just pick up the phone, because they do not always leave a message and go on to the next person on the list!
Congrats on the new clients. I believe if you do your job you will get rewarded. That starts with answering the phone and returning calls!!
Woo Hoo; WOO HOO to this post! Spot on. Every point is spot on!
Good stuff, Sally. The phone issue keeps popping up around here, and it should. I have to say that about 90% of all agents I call do no answer their phone, and if I get a returned call in 24 hours I feel like I hit the jackpot. I know we're all doing a myriad of things, but come on. Answer the phone or at least have somebody do it for you. Thanks for posting!!
I enjoyed the post today, thanks for sharing with us. It is so true, I hear this frequently, unfortunately. I personally can't imagine why an agent wouldn't want to get a call, (any call) in the first place and then, not to respond within a reasonable time period is just plane stupid. Oh well, excuse me but my phone is ringing......
~Patricia Aulson/ Seacoast New Hampshire
Sally - This is very true. People call while they have a question on their mind, if you are there to answer, you have added value to them instantaneously. If you don't listen to the client, then they will quickly find someone that does. I know I like it when someone answers my call directly, and they better be listening too. :)
Sorry didn't get back sooner to you all...been a BUSY week!
Judy: lol...you got that right! I (again) tried to make showing appointments and out of 10 I got a reponse within two days. TWO DAYS?? Well, it's a good thing I started three prior!
Patricia: You are so right! And this is seen time and time again..no matter where. I really don't get it.
Mike: Mike! That's how I feel! The only two agents that reponded or answered their phone the other day were ones that knew me!
WooHoo to Kat TOO!
Very true statement. We have to listen to them not the other way around.
Sajy: It starts there!
Christine: Agreed! I can't always answer my phone but I'd say about 90% of the time I do and if they don't leave a message I call my missed calls!
Barbara: Gettting back pronto is key!
Chuck...yes, indeed! Half the time the online leads don't leave a number but hey...email em!
Richie: No kidding! Are they waiting for ????
Pat and Wayne: Yup! Thanks so much indeed! This post was for a reminder....but none of the ones who don't answer will take heed!
Howard/Susan: There are some part timers that do very well and some that don't. There are full timers that don't even answer their phone or do a good job either. Bottom line is if they don't answer their phone others will get the call!
Robert L. Brown- We sure do!
Thanks Cheryl...she really hated when the groomer put bows in her hair....for summer she got a shave down so the groomer put it on her collar....from her expression I think she still doesn't like em!
Tammie: Now THAT is really sad isn't it? They are not thinking in the best interests of their seller are they?
Liz and Bill: lol...I believe it's a given (okay, some may not think so but that's okay.....The outcome is outstanding! )
Sally, you hit the nail on the head. Effective communication in a timely manner (more often faster) is key in this business.
Andrea: Two important factors to getting a lead...and keeping em!
Michael: That's the result ...common sense you would think right?
Kathleen: You make a great point. There is no way that answering the phone/email/text will not be a part of our job description. It's everything!
Peter/Linda: And THAT is the end result...getting business!
I love agents who do not return phone calls or email messages. As you say, that greatly increases the chences that they will contact me. Most buyers and sellers will understand that we cannot always answer right away. But many hours or even days is ridiculous. So send those customers my way . I will be glad to help them and make a commission.
Thanks Michael S. KEY TO BUSINESS....what else need they understand?
Doug...Good one! I don't always answer my phone in the middle of the night. It usually is a telemarketer that doesn't check time zones!
Jerry: There's always the email, text and call backs. One or all have to be an option for us to return a contact.
J. Philip: Especially the ones that leave LONG greetings!
Larry: I love hearing that! It really keeps me focused on their needs. Listening to that tells me they are all for direct communication...
Jeff: It sure is scary stuff! How bad is that ...they don't even get a call back let alone a live person answering the phone.
Lynda: It sure is the ongoing scenario isn't it? But hey...that's okay because sooner or later they end up calling us :)
John: Me too! Those long in betweens for responses are really not acceptable. I will be glad to help them too!
Ed: Respect is the word here. I really believe if the call is ignored the service might very well be the same way..
John: You got that right! So here we are...blogging and answering our phones! Weeee for us! lol
Thanks Russell! And listening is key to any conversation anyway!
Kathy: And moving on they do!
Debbie: That seems to have worked very well...bottom line is you took it further to accommodate your calls!
Hey William....and focus is another good word here. Respect, focus, listen, and communicate! Weee...a good thread going here for key words!
Lisa: Good luck with that listing!
Sally:
Such a simple thing to do. Answer your phone. But it can be powerful. I wonder if those who do not return calls realize there actually could be someone at the end of the line who wants to buy or sell a home.
In this day of instant gratification if you don't respond immediately, people have moved on to the next person. It is almost like you have to have the phone strapped to your ear. And yes, listening is also all important. Those same people will move on if they feel they are not being heard.
Hi Sally...Congratulations on your feature, Great Post!