Response time is everything.
Think about it…
Don’t you get annoyed when you call your cell phone service company and you get placed on hold?
How about when you’re trying to buy something over the phone, and you hit that automated recording, followed by the elevator hold music?
Or you call someone, leave a voicemail, a days go by before you ever hear back?
A Little Test:
I’m friends with a ton of Real Estate Agents on Facebook. Some (if not most) of them have their number listed on the info tab to their Facebook Profile (as they should). Well, I called 5 of them at random this morning.
Can you guess how many answered their phone?
Zero.
Granted, maybe they didn’t recognize the number. Or maybe, they recognized the number, but the area code was too long distance. Nevertheless, nobody answered.
But what if it wasn’t me calling? What if this was an out-of-town buyer interested in a listing? What if it was a potential client?
Unless you were referred directly, my guess is, that lead is shopping you around and you just lost a lead to the next Agent who answers the phone.
When you respond quickly, it says…
- I can trust you. (Sorta). Respond to all calls, emails and requests in a timely manner and it says that you can trust this person to do the work.
- You’re reliable. (See #1). When you answer your phone on-time, in way, you’re doing something unexpected (because well, no one else answers on the first ring). This sets you apart. This says, I can trust that you’re going to answer the phone when I need something. This says, you’re reliable.
So, how quickly do you follow up with new leads?
Do you answer on the first ring? Do you call them back right away if you don’t? How about when someone registers to your IDX, do you send them a quick, personal follow-up email? How soon?
The comments are yours…
That’s a good test. Although, some are conditioned to prospect via telephone for two to three hours every morning and not let anything interrupt them. How many people actually follow that is another question.
OK, the article is about “how quickly do you follow up”, but your example shows how many answered their phone, not how quickly they called back. People need to realize that real estate agents are on the phone a lot and out in the field / on appointments during business hours. If we’re in the office, we’ll answer the phone, but we can’t if we’re on an appointment. If you’re a serious buyer you’ll leave a message and we’ll certainly call you back as soon as we can!
Hi Tina,
My fault… Totally a harsh and unfair example – I guess I just wanted to make a point. I know plenty of Agents who say leave a message or send me a text and they’ll reply as soon as they can (and they do).
No worries, we still love you and the rest of the DS gang! 🙂
🙂
30 minutes or less
Well done sir!
30 minutes or less
You can’t make money if your don’t answer the phone or call people back.
Agree 1,000%!
Five bucks says you called from a California area code … every agent I know screens CA area codes to avoid Z57 😉
Haha! Well played Alex, well played.
There’s really nothing that gets me more uninterested in a service / product than hard to find contact info. I HATE THAT.
I’m also astonished how often I call other agents about something (like an offer on their listing) and get their voicemail and then NO call back. Really?
Ricardo,
It’s crazy in our new technology world how much demand we put on other companies so it’s good to flip it around and analyze our ability to follow up.
I’m as connected as you possibly can be and do everything in my power during normal working hours to respond as quickly as possible. Even like you said just shooting a text message will really impress your potential client!
DS customer service and ability to quickly resolve issues has completely blown my mind on a complete side note!