Recently I made some phone calls to various real estate companies throughout the state attempting to contact an agent in the office. The majority of the calls were handled very professionally, however I was surprised at some of the responses on the other end of the line. Without knowing who I was or the purpose of my call I heard things like… “They haven’t come in the office YET. I think they are at a doctor’s appointment. You probably can catch them at home as she had to take care of her grandchildren this morning.”
Whomever is answering calls at your office whether by employees or other agents, they should all be trained to simply state “I am sorry but they are out on appointments, may I give you their cell phone number OR can I connect you with their voice mail.” We need to portray the fact that our agents are busy, successful professionals. The consumer or other agents do not need details of their personal life, nor do many of them care that we have one. That same thought process should be applied to our own responses when we have personal appointments or vacations scheduled. A simple response such as “I am sorry but I have another appointment at that time, would Monday at 3 p.m. or Tuesday at 9 a.m. work for you?” may provide you the opportunity to have a personal and professional life!