The age old question of whether to answer the phone when you don't know who it is. Whether it is blocked purposely, unknown as in a telemarketer, or from an area code that you don't know, how do you determine whether or not to answer the call?
Wait....let's add another factor to the decision....what if you are sitting in the office with a customer or client in front of you.
Do you have exceptions to the rule?
Do you only answer if it is someone that you know?
What if you are expecting a call back on a counter offer or offer?
Do you give your customer or client the backstory and apologize in advance?
Seems to be a hot topic....whether to excuse yourself and ALWAYS answer the phone or the NEVER answer the phone when you are with a client. Or somewhere in between where there are acceptable reasons to answer the phone provided that you have gained permission from the customer or client in front of you.
Is is common courtesy to set these expectations when you first meet a client? Let's face it, the phone rings and never stops some days. Clients that are in front of you have a reasonable expectation that they should receive your undivided attention. Wouldn't you expect the same of them? What if your client was distracted and texting the entire homebuyer consultation? Would you feel like you were wasting your time? Would you feel like they listened to anything that you just told them?
On the other hand, what if this customer or client has had frustrating experiences with a previous agent or broker that never seemed to give them that needed attention? Is it a case by case basis, or a business practice?
To answer or not answer.....that is the question of the day.
There are those people that will tell me that the reason that they stay in business is BECAUSE they answer the phone when no one else does. Okay, I can see the point. But how about the client that is sitting in front of you? If you are wanting to build a business of referrals, do you think that this client will refer you to others at the end of the transaction? Have you asked them what their preferences are as far as their time and your communication strategies? If they have been told that you will always answer your phone, you need to show them that when you are with them.
The opposite is true if you tell them that their time is important to you and you will give them your undivided attention. You need to demonstrate exactly that or you will not get referrals from those clients either.
So which is better? Answer the "stranger's" call or your full attention to the client in front of you? Two birds in a bush, one in the hand? To me, I think that building a reputation that people can trust is more important that how you decide to run your phone.
Do what you say you will do and there will be happy clients referring you more business than you can ever handle.
Do the opposite of what you promise and prepare for unhappy clients and ALWAYS needing to answer the "stranger" call to get your next possible client!
Keep smiling!
Karen
