Communication is client's decision
Letter to the Editor
By Inman News, Wednesday, March 10, 2010.Re: 'Agents: Answer the Phone' (March 4)
Dear Editor:
Back to the future ... I remember being impressed with a very busy agent who always -- and I mean always -- answered his phone. As an agent, it struck me as impressive. Imagine what his clients thought.
I've caught myself lately relying on e-mail communication. But, I have a current client who it has become apparent wants phone contact. It reminds me that it's not what is easy for us that is important. It's what is important to the client that matters.
Communicate in the manner the client wants and is comfortable with. This article hits the communication bull's-eye.
Sally Bostwick
Realtor, real estate consultant
Coldwell Banker Bain
Seattle, Wash.
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Submitted by Albert Clark on March 10, 2010 - 4:30am.
Good Morning All, from a few studies over the last 2 years I have tracked, about 72% of consumers will deal with the FIRST agent that gets back to them when the prospect reaches out. Most consumers, I feel, will remember how THEY want to be contacted and if the professional does not use that medium, initial friction may result.
Albert Clark
Home Actions Relationship Platform
Scranton, PA
570 510 3507
aclark@homeactions.net
Submitted by Chris Manning on March 13, 2010 - 3:36pm.
Call it old school but last time I checked we are in the communication business. Phones are a big part of that and I make it a practice to do answer when I can and return it immediately when I have a call going. (Most times I will ask whoever I am speaking with to pardon me for a moment and when I take the new call ask that person if I can call them back when I am finished.) I don't avoid anyone even people that I would just as soon not answer. If I am in a meeting or a course of some kind and simply cannot answer the phone the first thing I do when that is over is return calls.
Emails work, so do faxes and every now and then a snail mail communique does the trick. Either way, I am communicate things every day: this is what I do for a living.
The fact is I tend to judge agents and loan officers by their willingness to answer the phone or return calls. I have told loan officers many times that the first time they don't return my call we are done (and I mean it). If I need information - even if they don't know the answer - getting them to tell me they don't know yet or will have to find out can do the trick. I can even live with calling leaving a message and having them return an email to me. But if they don't call back? we're done.
While we are at it I don't much care for people that play games with returning phone calls either - just say what you need to say and let's move on. Holding back or delaying a call to make someone sweat is up there with hanging up on someone. They think it is some kind of power-positioning thing; it actually shows how weak they really are.
Part and parcel with playing the delay/avoidance game is hanging up on someone. Its weak, its childish and when the bar gets raised (whenever that is going to happen) this should be one of the lines of demarcation of those that are permitted to move forward and those that are left behind. Again, we are in the communication business and its a legitimate move to say "this conversation is not going forward or is unproductive or not working...let's take a break and I'll call you in the morning, later, whatever." I have done that and if I am in a conversation that is uncomfortable, I'm glad to do it again. If they call back prematurely then guess what? I answer the phone. (I tell them I need more time.)What I don't do is try to hide out behind my voice mail or my email.
As far as I am concerned an agent that does that - namely hides out behind a voice mail (or an email account) - needs to consider another line of work.
What was the question again? Do I answer the phone?
You bet your sweet bippy I do.