I always return my phone calls,” a real estate sales professional insists. “I get back to my clients and real estate leads as soon as I can — usually the same day.”
Does that sound like great service to you? Most Agents would think so.
Surprisingly, however, leads and clients waiting for a call-back don’t always see it the same way.
That’s why, when you return a call — even promptly — the person can sometimes sound frustrated or even irritated with you.
What’s happening? Look at it from your client’s perspective. While real estate may be everyday business for you, buying or selling a home can be an emotional rollercoaster ride for your clients. So when something happens — an interest rate hike, a need to reschedule a viewing, a rumor of a hot new property on the market — they need your help right away.
Of course, most clients are realistic. They don’t expect you to answer your phone every time they call, or take their calls on demand. The problem is, they just don’t know for sure when you will call them back.
The Solution
What you need to do is tell them! Always let your clients and real estate leads know exactly when they can expect to hear from you. And the best way to let them know is through a message right on your voicemail system.
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Each morning, record a new voicemail greeting that lets callers know, specifically, when you will be returning calls. Here’s an example:
“…sorry I missed your call. I’m out of the office right now. I’ll be returning calls from noon to two today, and again from six to eight this evening. I promise to get back to you during those times.”
Why It’s So Important
If clients know when you’re going to get back to them, they feel reassured. Even if they have to wait a few hours, at least they know that you will return their call, and exactly when you will do so.
This simple technique significantly increases the level of service clients experience from you ..which ultimately leads to more referrals and repeat business. For the extra couple of minutes it takes to record a new voicemail message each day, it’s more than worth the effort.
Takeaway point: Record a new voicemail message each day to let clients know when you’ll be returning calls. And remember, if you’d like to remind yourself to make a phone call or to call a particular person or group every so often, make sure to schedule that in your CRM for Agents so you can get automatic reminders.
Do you let people know on your voicemail when you’ll call them back?