“Is it all right to set up an answering machine at an open house?”

I was asked this question at a recent workshop. I’m not a big fan of answering machines, especially in a business which succeeds or fails on personal interactions. Any time a live body can answer that phone, the odds for success improve.

Still, there is a time and place for an answering machine and an open house is one such situation, especially a busy and understaffed open house. This is simply an issue of being considerate of the person who has made the effort to come to your open house. That person deserves your attention more than the one calling on the phone.

One of the benefits of answering machines and voice mail systems is the ability to quickly and easily update the message. Customize that message to the situation on that Saturday or Sunday morning. Remember, you don’t want to imply that you are so overwhelmed that you scare away the phone caller completely.

Something like this would cover you well: “You’ve reached Monica Jones. It’s Saturday morning and I am at the open house at 23 Sanders Drive. The open house is from 9:00AM to 1:00PM. I’m with a visitor right now, so I can’t answer the phone. Please leave a message, and I’ll be sure to call back just as soon as possible. Wait for the beep and thanks for calling.”

Commitment is a key part of being successful. In your message you have made a commitment and must follow through on it. So between live body visitors, quickly listen to your message(s) and return the calls. Then start with the next visitor, and let the machine handle the calls again.

In the Office

First impressions are critical. And if you use an automated answering system to take your call, this is the first impression you make: “Hello, You’ve reached the offices of ABC Real Estate. If you know your party’s extension please dial it at anytime. For a list of…” Goodbye.

A new study on rudeness in America compiled by Public Agenda queried people about automated answering systems. An astonishing 84% of the respondents strongly agreed that “It is very frustrating to call a company and get a recording instead of a human being who can answer my questions directly.” 84% STRONGLY AGREE. Add the 11% that somewhat agree and you’ve got a real problem if you rely on an automated answering system.

Answering machines are great:

• for after hours calls

• when no one is at your office

• when everyone at your office is already busy on a phone call.

Otherwise whenever possible, people should answer the phones. At my offices, I often answer the phone myself. It’s amazing how pleased people are to get me directly.

When you create your answering machine message, respect the intelligence of your callers, keep it short and to the point: You’ve reached ABC Realty. No one is here but if you will leave a message, we’ll be sure to get back to you just as soon as possible. Wait for the beep and thanks for calling.”

Keep it simple. Master the answering machine, don’t let it master you, and it will serve you well.

Published: April 18, 2002

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Peter Post is a co-author of The Etiquette Advantage in Business (HarperCollins) and a director of the Emily Post Institute (www.emilypost.com). In addition to conducting interviews and answering business etiquette questions, Peter has developed a comprehensive business etiquette seminar “Creating Extraordinary Relationships.” You can send questions and comments directly to Peter at realtytimes@emilypost.com.