Anand Patel
By Anand Patel
With all the methods of communication today — from e-mail, to social media, to text messaging — it almost seems like the ancient art of having a conversation on the telephone is dead.
As a broker, inevitably part of our jobs is putting out fires (or stopping them before they can start) with agents and their transactions. I find MANY of the problems that arise can be avoided in the first place if either agent involved in the transaction would just pick up the telephone and call the other party rather than texting or e-mailing.
Yes, texting is very convenient. And yes, you can send an e-mail at 3 a.m. without bothering the other person. But there is so much that can get lost in the interpretation of written text that could have been clearly explained over the phone with your vocal tone, the style of your conversation, and your word choice.
I am as much in tune with technology and the use of social media as the next guy, but there comes a point in a transaction when one must step back and think to themselves, “Would I be better serving my customer by communicating with the other party over the phone in this particular situation?” If the answer is “yes,” then pick up the telephone! I still recommend following up the conversation with an e-mail, but sometimes it’s just better to start the dialogue with a phone call.
What are your thoughts? Have you been in a transaction that could have been saved if someone just picked up the phone and called?
Anand Patel is broker and president of Pangea Realty Group based in Tampa, Fla. You can connect with Anand on Twitter: @anand_tampa; Facebook: www.facebook.com/prgtampa; LinkedIn: www.linkedin.com/in/anandpatel1; or on the Web at www.anandsblog.com.
David Krichmar
By David Krichmar
Is your customer service best for you or your clients? Think about that question for a moment. Obviously, great customer service is not what is easiest for you. In most situations, it is about going above and beyond. Maybe even inconveniencing you.
I recently read a great article by Rebekah Radice, “The Simple Truth Behind Customer Service,” and the comments that people left got me thinking: Your customer service should be what the client expects, not what is easiest for you. So here are my random thoughts on providing great customer service:
- Everyone wants attention now!! We all do. When we have a question, we want an answer. So when possible, answer NOW!!! Whether it be by phone, email, text, or smoke signals.
- “I return all phone calls after 5 p.m.” HUH???? Cell phones: They are amazing because you can actually leave the office/land-line and still have a conversation.
- “I return emails by the end of the business day.” What does that mean? To me it says emails are not important. By now you should have a phone that has email coming to you so you can return them immediately. Continue reading »
Brian Copeland
By Brian Copeland
Thousands of REALTORS® are making the choice, consciously and unconsciously, to add Lady Gaga, Earth, Wind & Fire, and Jimmy Buffett to their business plans. In fact, Americans as a whole are consuming ringback tones as a personal and business medium to the tune of over $235 million in 2009 (BMI).
I don’t want to assume that everyone knows the term “ringback;” so, quickly, it’s what you hear when you are calling someone’s phone. Usually it’s a popular song and shouldn’t be confused with a “ringtone” which is what you hear when your phone rings.
Ringbacks can either be a great connection point with a consumer/another agent or a kiss of death for your business. If you want to personalize your phone this way in your business, move forth with caution. I personally love ringbacks; so, please don’t hear me be all “yuck, yuck, unprofessional.”
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Pros:
1. You can really connect well with a demographic with the correct choice. If you have a specific niche market, ringbacks can screen the correct demographic you want to reach.
2. Ringbacks can place the caller in a better mood or relax them prior to your conversation. When I’ve used ringbacks, DAILY I answered the phone and the caller was literally singing along. After brief laughter, they always complimented my song choice, and we had a good 30 second chat about that commonality.
3. They set a fun tone. REALTORS® often get bum wraps as overly serious, negotiating freaks. As you’re getting that call from your cooperating agent on a deal, it may just put them in the mood you need them to be in.
Cons:
1. You may isolate a clientele. I was calling a service provider recently, and he had “Margaritaville” on his ringback. I immediately thought, “Me and this guy are not going to gel.” I hung up and chose another service provider. Continue reading »
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