In the world of digital media, messaging apps, and secret conversations, calling may sound like a thing of the past. It seems as though phone etiquette is something only Granny would school about one hot and humid afternoon. All while sipping iced teas and snacking on butter biscuits, of course.
Well, fret not, m’child, because what you’re about to read is advice for modern times.
Although it’s true, businesses these days do thrive even without frequent phone calls. (I’m looking at you SMS alerts, add-to-cart, and screenshot-era)
But we can’t hide the fact that real estate remains to thrive by being loyal to its traditional roots. Success in real estate depends on human connection.
Even to this day, I know of agents who find ‘cold calling’ to still be effective in keeping their leads funnel full. These industry veterans are still on top of their game, albeit not promoting an online presence.
But it’s the 2020s now, why can’t I just text?
If you’re a person who’s paralleled with innovation, then that’s good news. Texting is useful but it’s not the only means you can use to communicate with your prospects.
But it wouldn’t hurt to fine-tune your communication skills solely for your own benefit. You don’t want to miss out on a great business opportunity just because you mishandled a simple phone call.
As a real estate agent who wants to make a lasting impression, encourages repeat buyers and land referrals, listen up. Here are the proper phone etiquette tips you MUST use to have the most effective openings and closings whenever the phone buzzes:
Smiling when answering the phone.
You’ve probably heard the smiling when answering the phone advice a hundred times. Call it a cliché if you will but it continues to exist for one simple reason: it works.
The trick here is that you’re doing it to please yourself. You’re smiling because you’re a happy human being, and not just to impress the other person on the line.
Look, it’s okay not to care if you don’t mind being branded as stuck-up and low-energy. But in the business of real estate, you can’t have a happy client if you aren’t having fun at the job.
Smiling, even if no one is looking, instantly lifts your mood. It makes you ten times more likely to answer client queries and requests with more gusto.
Answering the call with your name.
I came to this conclusion as a result of observing high-powered individuals during the course of my career. (in between meetings, networking, and Negronis, no less)
I’ve noticed an almost similar pattern amongst these kahunas whenever they answer their phones. As they press the device to their ear, shoulders squared, chest out, and one hand in their pocket, they welcome the incoming call by simply uttering their last name.
No hello, no hey.
In some cases that they do, it’s still immediately following the opener of their full name or last name. And far too quickly, I figured out why. Time is money.
Answering the call with your name saves you from the all-too-familiar niceties. Somehow, the “hello/ good morning/ may I speak” is not genuine-sounding anymore, especially in business.
By cutting to the chase, the call is immediately placed down to its purpose. Furthermore, it saves the caller the trouble of having to wonder whether they dialed the right number.
Efficiency is the name of the game and that’s why you must answer the call first with your name. Over and out.
Active listening before appointment setting.
One of the many ways to guarantee a prospect never speaks to you again is by not paying attention to a thing they say.
With the pressure of a sales quota constantly looming over your shoulder, it can sometimes lead to anxiety. When this happens, you tend to only care about closing deals, notwithstanding the best interests of a client.
This is not a good place to be because you might up end worse than when you started.
So instead, before scrambling to set appointments over the phone with prospects, make sure to identify their requirements first. Active listening requires you to take down notes, and verify the information when necessary.
The ultimate goal of a real estate agent is to provide the best possible home fit to the client’s needs. And the only way to start doing that is by listening more than talking.
Having a custom call decline text.
For almost a decade of using a smartphone, I belong to the majority of users who never once bothered to custom a decline text. I’ve always assumed I can just let it ring endlessly, sit on it and have the other person think my phone is totally unattended because I am totally busy.
Phew. Can you blame me back then?
Of course, now, it’s different. I know better than to be negligent.
When your phone is a vital tool of your livelihood, making sure you are within reach and responsive is pretty mandatory as it can make or break a deal that might be waiting for you on the other line.
Therefore, if you’re unable to attend to a call but want to make the caller feel valued, having a CUSTOM text is the best route to take. One reason is that the default iPhone call decline text is unoriginal. It also misses the point of having a fabulous opening that you would have otherwise executed if only you could answer the call.
Given that, some examples you may use are:
- “Sorry, I’m currently unavailable. Please text me and I’ll get back to you as soon as I can.”
- “You have reached ___(your name)___. I’m unable to attend to your call right now. Please text me and I’ll call you back.”
But hey, you don’t always have to be always so serious..
- “Hi, I’m closing a very important deal and can’t answer you right now. I need the money to pay my phone bills so I can call you right back.”
Keeping it short and sweet…and a little spontaneous.
30 years ago, people use phone calls for just about everything. In business, this means calling is the only way to set up an appointment. And you have to do so way in advance.
A lot has changed since then. Nowadays, people are distracted with so much going on in their lives that a phone call feels like a chore. They would even make-up things just to avoid it at all costs or let it go straight to voicemail whenever it rings. (guilty as charged)
So in that sense, the highly effective phone calls in the 21st century are succinct, tone-sensitive, and straight to the point. You must create a conversation where the other party doesn’t feel like his time is being wasted.
However, that doesn’t mean that new technology is without any perks. In some cases, calls exist so you can receive last-minute invitations to meet with clients. Ideal scenarios look just like this that require some spontaneity from your end:
- a prospect happens to be in the area and wants to hear details about the property you’ve been pitching for months
- a potential tenant just landed in town and called to ask if he could visit the apartment he’s been eyeing moving into for weeks.
In this regard, you are equipped to handle almost any type of situation if you are knowledgeable about phone etiquette. You’ll find yourself more confident and skilled when handling conversations with your prospects.
The surest closings have the best openings.
Remember whenever your phone rings, you are being silently judged by your phone etiquette. Not only does it give you a higher probability to set an appointment, but it’s also your chance to prove how much you take your job seriously.
Being on top of your game is not just about knowing the ins and outs of properties you are selling, it requires some finesse in execution to smoothly navigate your way through establishing a solid agent reputation.
Do you have an embarrassing phone situation that you won’t ever forget? How did you steer your way out of it?
