Christy Murdock shares essential phone etiquette tips to strengthen client relationships and close more deals. Learn the dos and don’ts, preparation strategies, and follow-up tips in her comprehensive guide.
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Effective communication is more important than ever to building and maintaining client relationships, closing deals, and building a professional reputation. Proper telephone etiquette plays an important role in effective communication.
As a real estate agent, your phone attitude can leave a lasting impression. It can help you build (or lose) trust and influence how your customers view you and your services. These basic phone etiquette tips will help you contact you with confidence.
ready to call
Before making a call, it’s important to be well prepared. Research the person or company you are calling and understand their background and needs. This can include reviewing client files, recent property listings nearby, or any previous correspondence. For example, if you call a buyer’s executive, become familiar with their property preferences and budget.
- agenda setting: The call has a clear purpose. Outline the key points you want to discuss, such as property details, appointment arrangements, or follow-ups to previous conversations.
- environment: Make sure you are in a quiet place and have a good phone connection. Background noise can be distracting and unprofessional.
Start a call
The way you initiate a call sets the tone of the entire conversation.
- greetings and introductions: Always start with a polite hello and introduce yourself. For example, “Good morning, this is [your name] from [your real estate brokerage]. How are you today? Then, actually listen to the response. You’ll gain valuable insights into their emotions, concerns, and mental state.
- Identity confirmation: If this is your first contact, or the first time in a long time, make sure you’re talking to the right person. You don’t want to discuss sensitive information or financial details with the wrong person.
During the call
It is crucial to maintain professionalism throughout the call.
- active listening: Show that you are listening by using verbal cues such as “I understand” or “That makes sense.” Summarize key points to confirm understanding. For example, “So, you’re looking for a three-bedroom house in the city center, right?”
- clear communication: Speak clearly and at a moderate pace. Avoid using industry jargon unless you are sure others understand it. For example, instead of saying “The property has a cap rate of 5%,” you could say “The expected return on this property is 5% per year.”
- professional tone: Maintain a friendly yet professional tone. Unless you know the person well, avoid using slang and overly casual language. For example, instead of saying “Hey, what’s up?” use “Hi, how can I help you today?”
- handle difficult situations: If the conversation becomes challenging, stay calm and collected. Use phrases like “I understand your concerns” and “Let’s find a solution together.”
end call
Ending a call correctly will leave a positive final impression.
- Summary points: Review the key points of the discussion and any agreed action items. For example, “To confirm, I will email you the property listing by the end of the day and we will arrange to view it next Tuesday between 2pm and 5pm”
- express gratitude: Thank the person for their time. For example, “Thank you for speaking with me today. I look forward to assisting you further.”
- Close properly: End the conversation politely, such as “Bye” or “Have a nice day,” and wait for the other person to hang up first.
follow up
Follow-up after the call can enhance professionalism and reliability.
- Follow-up EMAII: Send a summary of the call, including any next steps or appointments. For example, “Thank you for talking today. As discussed, below are a list of properties that match your criteria. Please let me know if you are available to view.”
- Timeliness: Make sure to follow up promptly, preferably within 24 hours.
Common phone etiquette mistakes to avoid
Understanding common phone etiquette mistakes can help you avoid them.
- interrupt caller: Let the other person finish their sentence before responding. Interrupting may come across as rude and dismissive.
- background noise: Make sure there are no distracting noises in your environment. For example, avoid answering calls in noisy cafes or while driving.
- unclear communication: Avoid mumbling or talking too fast. Clear and concise communication is the key to professionalism.
Virtual calls (Zoom, Skype, Teams, FaceTime)
With virtual meetings becoming almost ubiquitous, it’s important to adapt phone etiquette to video calls.
- Stable connection and good lighting: Make sure your internet connection is stable and your face is well lit. Poor lighting and connection issues can distract from conversations.
- Mute when not speaking: To avoid background noise, mute yourself when not speaking.
- Have a professional background: Use a neutral background or a professional virtual background. Try to avoid background distractions, such as a rotating ceiling fan or light from a window.
- Backup plan: Learn what to do if the power or WiFi signal goes out. If you plan to share the presentation, save a PDF version of the graphics or take a quick video and send it via text or email. Please be sure to follow up to see if you have any questions or concerns.
Good phone etiquette is crucial for real estate agents who want to build strong professional relationships and provide excellent customer service. Proper preparation, professionalism, and follow-up can leave a lasting positive impression on clients and colleagues. Implement these tips to enhance your communication skills and achieve success in every conversation.
