Friday, 23 June 2017

A Common Occurrence That Might Be Killing Your Business

Written by Posted On Monday, 11 February 2008 00:00

There's something that's been happening a lot lately, and it's really starting to bother me.

Now before I tell you what it is, if you happen to be a New Agent who's doing it, don't take this article (too) personally. Not only does everyone seem to be doing it, but much like the proverbial "spinach in your teeth," no one has probably taken you to the side and told you how by committing this act, you're absolutely killing your new career.

Not sure what I'm talking about?

Well, it has to do with the manner in which Realtors answer their phones during regular business hours, and how what they think isn't a big deal, is really shooting themselves in the foot on a daily basis.

Allow me to explain.

When someone calls my direct line, they hear, "Agito Consulting, Brian speaking" in what I'd like to think is a bright, upbeat voice. If it's someone whose voice I immediately recognize, I'll say, "Oh good to hear from you. How are things going?"

And off we go catching up on whatever we need to talk about.

If it's someone whose voice I don't recognize, but the caller has yet to introduce himself, then I reply with an, "Oh how's it going? What can I do for you?" Again, in a bright, upbeat tone.

But what really bothers me is when I call people, and instead of a professional, cheery sounding voice, I'm greeted instead with a short, guarded "Hello?"

I'm sure you've heard it before.

It's the type of greeting that says, "I'm here, but I'm not going to be too nice until I figure who you are."

And I can understand that … believe me I do. I get just as many telemarketing calls (if not more) than the next guy. But here's the thing: This is your business line. And during regular business hours, anyone could be calling.

A potential prospect who was referred to you by a friend.

An existing client who has a quick question.

Or maybe a friend of a friend whom you haven't met, but heard you just getting into real estate and wanted to help you out.

The point: You never know.

And greeting each caller with a "no I'm happy with my current appraiser" tone of voice is a surefire way to kill any good fortune (read: unexpected client or prospect) that comes your way.

Recommendation: From now on, whenever anyone calls, answer the phone in a positive upbeat manner.

The type of voice that makes the caller want to talk with you and maybe even help you out -- in the form of a referral or a new business relationship.

Personally, I like the format of stating the company name first, then following with your name, but you can choose whatever format you like best. And remember, no matter what the person says on the other side, greet them as if you were long lost friends.

"Kurt! Good to hear from you. How have you been?"

And don't worry if you don't recognize their voice right away. After a few seconds you'll either figure it out on your own, or they'll let you know.

But whatever you do, stay away from that guarded suspicious tone that I was talking about before. Because even though it might not seem like it, that's a surefire way to get off on the wrong foot with everyone you meet.

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