Quality Service
I work with an equal share of buyers and sellers, and I like it that way. But sometimes the workload far exceeds the number of hours in a day. When this happens, it only stands to reason that something, or some things, will fall by the wayside. While I do my best to return every call that comes in and keep my schedule as flexible as possible, I can't help but wonder what my clients think when they call me and they get my voice mail. Does this come off like I am avoiding them in any way? If so, then why? Do people actually think that an individual can in no way spend an entire day on the phone? And if not, then why are people so hesitant to leave a message, and rather, are so quick to call right back?
How does one know when they are providing their clients with the highest level of service, aside from just asking their clients? Isn't safe to assume that, if one is doing, or has done, everything that his/her client has requested, then one is providing a high level of service to his/her clients?
What message does it send his/her client when an agent is always on the phone and/or with other clients and can't answer?
5 comments:
Monica, I totally felt the way you did when it comes to phone call volume, and how to get a handle on all the return calls. However, I learned a great way to use my voice mail as a virtual personal assistant.
My voice mail messages let the caller know that for whatever reason you may be calling, their message is very important to me.
I then indicate why I'm not able to answer the phone. In my case, I'm either conducting annual loan reviews with my clients, or I'm helping a family achieve their goal of home ownership, etc.
If I'm going to be out for a period of time, I change the voice mail to reflect that as well. Perhaps I'm out ill, or I'm at a training, I spell it out on my voice mail when I'll be out, when I'll be back, when I'll be checking messages, when I'll be returning calls, and a number for emergencies where my clients can get immediate assistance if necessary.
Then what I do after that is pretty powerful, and many callers have told me so. I specify on my voice mail two windows during the day in which I'll be returning phone calls. In my case it's between 11am and 12pm and between 4pm and 6pm, Central Standard Time, Monday through Friday.
I specify that, so that folks will understand that they WILL get a call back either mid-morning, or in the afternoon.
This way, it's easier to plan the day. Plus, if you call someone back before your next callback window, think of how much it will impress the person who left the message.
All in all, I think by having a voice mail greeting that will let people know their call is important to you, that you have two different times a day you can call them back, and that your hours are specified, it conveys the boundaries that matter to your callers, and sets realistic expectations.
When I call so many other people, I get the bland voice mail greeting that usually says, "You've reached the voice mail of Plane Jane, and I'm not able to take your call. At the tone leave your name and number and I'll back to you as soon as possible."
Ok, first, a greeting like that leaves me to think Plane Jane could be doing any number of things, none of which might pertain to work. Second, a bland greeting like that tells me I must not be very important in her world. Third, "as soon as possible" tells me that she'll call me when she gets around to it. That could be today, next week, or next month. My issue is the most important issue to me, and "as soon as possible" just doesn't leave me feeling warm and fuzzy that she'll get right on my question or issue.
I've found that although a voice mail greeting that is more communicative to my clients is not a catch-all for those that have an emergency. If I were checking my messages and they left an urgent message, imagine the impression I'd make when I called right back and said, "I just got your message and dropped everything. What's going on?"
I could go on about this, but I have to say, this little change in how I conduct my business really set the stage for my callers to understand I'm not a 7-11, I am a human being, and I have a life just like they do. However, at the same time, it conveys that their call is important, and that although I am doing important things, they and their issues do matter.
Then, clients really feel like they're getting stellar service. Imagine, you could even ask for referrals right in your voice mail greeting!
In my humble opinion, I think the work you do as a Realtor is a noble calling. Keep up the great work, and I wish you much success!
I hope this helps in some way.
Best Regards,
-Jay
Jay,
I have previously indicated what my hours were in my voice message greeting and I thought it was working well for me. I stopped doing this when another agent rudely questioned why I was doing so.
Currently, my voice message lets callers know that their call is very important to me. I also let them know that they may also contact me via email, which will sometimes get a quicker response than voice mail.
Around November 2005, a loan officer that I had been working with suggested that I do the exact same thing you just mentioned regarding returning phone calls during two different times of the day. He said he had been doing just that for sometime and it was very effective. I gave it a try, but was not aware that I needed to indicate the hours in which I would be returning phone calls in my voice message greeting. It seemed to be working well, or so I thought, but a client I was in the process of closing evidently didn't think that what I was doing was so great. I first learned of this after I had sent a survey to him and his wife, asking them to rate different things about their homebuying experience. They indicated that I was somewhat difficult to get a hold of during the day, which I was quite surprised by, as I felt as though I was very accommodating their needs. Perhaps if I had indicated the hours in which I would return calls, they might have not felt this way.
Many times, people calling me will mention that I have a very long voice message, but I try to convey as much important information as possible, as I previously mentioned, going so far as to include an alternate way in which people can try to reach me. Yet I still have clients who complain that I am not available to them when they call. Which has lead me to wonder where one finally draws the line. If I don't set the guidelines and boundaries early on with each client, they assume that they can call me whenever they so choose. The most difficult part is actually trying to implement change, as it typically comes across as being unavailable or being rude.
I think that, regardless of what I do, I will always have those handful of people who refuse to leave a message and instead, keep calling back over and over again. But I am going to take your advice and give it a shot. I appreciate your input. I'll let you know how things go over the next few weeks! Thanks!
Hi Monica, I think you hit it on the head, there are some people that wouldn't be happy, even if you slept on their front porch so you'd always be available.
Let me know how it goes by tweaking your existing routines. I wish you much success in all your efforts. :-)
Monica, Jay presents some great points, especially about setting boundaries for your clients- we all know how demanding this industry can be!
I would add the following:
1.) The very minute you start your you first appointment with a client, remember that you are a sales person- SELL them on the fact that you are a valuable asset. Make the terms impossible to disagree with, "I like to focus all of my attention on my clients, but the occasional crisis comes up, and if it were your crisis, I would hate to be unavailable- if someone calls, do you mind if I step aside for 15 seconds and tell them personally when I will call back?" Or, another angle so that ALL clients know your comfort zone, "I will be turning my phone off during this meeting- if you call me in the future and get my voice mail, I hope you will see that I focus my energy on the client in front of me but always return calls as soon as I shut my car door after appointments. Is that okay with you?" That way, like Jay said, you set parameters for them.
2.) Jay suggested you change your message (I get distracted so this doesn't work for me). If this doesn't turn into a success for you, try a general message that indicates a business task you are on (with a client, etc), invite them to TEXT you! Many people don't know this is an option and it is great in crisis management!
DFW is lucky to have an agent like you who is ACTUALLY putting thought into their phone- most agents simply glue that bluetooth to their ear and talk all dang day! Great thinking, Monica :)
Hi Monica! Really like your post- great Blog- keep up the great work!
I (obviously) work with a tight realtor base and I can't stress it enough, about how you must ALWAYS be on your best at answering the phone- and CALLING BACK!! I think its a priority- so much so, I decided to write about it- check it out...see you soon!
Giorgio Campo
http://chicagoviprealtors.typepad.com/chicago_metro_vip_realtor/2006/12/how_realtors_ca.html
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