Answer your phone
Posted Dec 10, 2007 @ 9:41 pm, Viewed by 344 Visitors, Read 374 Times.You spend all this time and effort optimizing your website to be one of the most visible site for your respective keyword(s)... but.... if you don't answer your phone when leads come in, you've just wasted your efforts.
This goes the same for emails. How you respond to emails is also important. Prospects are not stupid. They can tell a canned response from a real response. You are most likely to get a response back if you respond from the heart. If you programmed an auto response ... you may as well not have responded to begin with.
We've tried all sorts of response to emails. The best gauge for this is YOU. Read the email you're about to send and ask yourself... if I receive an email like this... will I respond to it? If the answer is NO.... Don't send it.
We tell our agents on phone duty to smile when they answer the phone... because ... the person on the other end can SEE it.
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How about not even returning phone calls or never even answering emails.... amazing how many agents don't even do that simple task. You are right on... "prospects are not stupid", but many agents sure are!
This is a subject that drives me crazy. I once watched an agent in our office check his office voice mail that had over 30 messages that he hadn't listened to yet. He actually deleted most without even listening to who they where from. Next he switched to "cleaning up his email account"...that meant he selected all messages and deleted them. He didn't open a single one, then 5 minutes later he was complaining about how slow the market was. Worst part this was an agent with over 15 years experience. Lazy agents give everyone a bad name, wish they would just get a job and leave this business to the professionals.
Twice in the last week I have emailed and called listing agents for floorplans for a client. Both took down my email address and said they would email it. I'm still waiting. It's basically a communications breakdown. It doesn't matter whether we're talking about the phone or email, it's our connection to one another and to our clients. How does this happen and how do these people stay in business. maybe the slowing market will weed though some of this.
Agreed! Another year of this market and it will weed out incompetence. All we have to do now is.... survive
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Smiling when answering the phone was rule #1 when we were in the hotel business and obviously still is. Some of the phone etiquette out there is absolutely amazing and I can tell you about an agent that just lost a referral from us because it was so bad. That referral was a listing that sold in 6 days by an agent that did know how to answer the phone!