RealTown's RealTalk

I called an agent this week to speak to him about one of my properties he had viewed. The voice message I heard was, "Hello this is "agent" and in order to best assist my clients I return calls between 11-12 and 4-5 weekdays. This told me that the agent is either part time and/ or too busy to bother with clients during his busy other life. I never did hear back from this agent...so does this say that he is totally unavailable? Can't be bothered in general? Does not know how to retrieve his messages? or Chooses a less professional approach to his business? What does this type of message say about him?

I use a simular vm, but always respond when I am not with clients. I ask the caller to tell me which time is best for me to call back and always try to comply. Not returning calls is rude, and non professional. My VM is real time and my clients tell me that they appreciate letting them know when I will be returning calls.

The "I return calls between ..." script used to be taught in time management courses as a means of keeping yourself on track to complete your "to do" list daily. I uae similar method, although I usually do answer my cell. My message is that after 7PM weekdays, Noon on Saturday and any time on Sunday, I'll return your call the next business day. Let me know the best time to reach you.

If you don't, you become a slave to work and people, whether they be clients or other agents, have no respect for your time.

As far as not returning your call, that is very unprofessional

Kathy,

I use the same type of greeting in my v/m, what many call 'real time' v/m. I update my greeting daily and let people know when to expect a return phone call. If I am available when a call comes in, I answer it, otherwise it goes to v/m and the caller doesn't have to guess how long it will be before I return the call, if I am out of the office all day, etc. I've used this system for 7 years and have yet to receive one negative comment about it from clients. In fact, some clients I know who are trainers for their companies actually call my voice mail during their class to show how a professional v/m sounds like! I like it because if I miss a call I don't have to feel like I MUST return it immediately and I can more effectively time-block my day, which is essential to getting anything done. Not returning a call the same business day-no excuses, unacceptable.

Steve Rupp
Indianapolis, IN
CENTURY 21 Realty Group I

My personal experience is most of the people with the return times never call back.... this especially seems true with loan agents. I have found that returning calls as they come in makes the time spent on the phone shorter. The client and/or other agent gets their calls answered and sometimes they simply forget why they called. However that being said I normally do not answer the phone while being with other clients, without asking their permission first.

However you need to do what is best for you. We need to remember those of us who are older that the younger people expect their calls, e-mails, text to be returned immediately or you will loose them.

Jeff Hall

Long Beach Home Solutions Inc.

Most people who are leaving those messages are using what is known as "time blocking" - Buffini and others teach this. Frankly, I never thought it was offensive. And if you're really busy it is a nice way to set a schedule for yourself to listen to and return calls at regular intervals around the day. Time blocking can be a very useful tool to scheduling your important business duties you should be doing everyday and to not get sidetracked.

I don't do the voicemail message myself, as it is just as easy for me to call back between appointments or other things on my to-do list as it would be to save them all up and do it at once. Personally speaking . Time blocking for the phone calls wasn't right for me. If I'm in a class or otherwise available for long periods I do use a special message but set up a colleague to help if it absolutely can't wait...

When I was teaching Management Time seminars, the telephone usually ranked near the top for those in the class as a barrier to getting things done. And that was in the day when the cell phone was not even anticipated much less our constant companion. I believed then, as I do now, that to always answer the telephone regardless of whether one is in a conference with a client, trying to meet a deadline on an important contract, or whatever simply elevates the telephone to a position of being the most important thing we do. Of course everyone knows that many telephone calls would hardly qualify as important.

As Catherine notes, blocking time for returning calls is a technique that works for some people. It doesn't work well for me. But whatever method one uses, it is essential to keep your promises. If your answering machine promises a call back at a certain time during the day, then if you don't call back, you are demonstrating to the caller that you are not to be trusted.

I have no problem when I get a message telling me that a person returns calls at a certain time of the day, but I expect to hear from them at that time.

With caller ID I like to be in control of whether or not to answer a call. if I am in a conference with a client and a call comes in from a lender I urgently need to hear from regarding a pending short sale, I simply let the client know that I must take this call but I will keep it short. If it is going to take long, I advise the caller that I am in conference and would like to call them back in 30 minutes. I get their commitment to be available at that time and confirm the direct line number I should use to call them.
 

I agree that finding a time management system that works for you is very important. But I have come to realize that the tone of voice in which your VM is delivered is equallly valuable. I was taught to take a deep breathe, laugh and then record your VM. That way you have a smile in your message.

I have also come to appreciate the value of text messaging. Keeps the messages short and time efficent.

Warmest Aloha,

Rebecca Ion R(S)

Lava Rock Realty LLC.

Hawaii