How to create effective an voicemail for real estate

Every professional needs a good voicemail message, but none more so than those in real estate. Often away from office and unable to take a call due to open homes or meeting with potential clients, real estate is maybe one of the only professions where missing the phone is a solid indicator of how well you are doing!

This means that an agents voicemail must do multiple jobs in order to get all the information needed while welcoming and inviting the caller. A bad voicemail message could mean losing vital contact with a future client – and that all too important commission.

Make sure you check your voicemail contains the following key information:

While you may wonder why this even needs to be stated, an astonishing number of real estate agents are missing this very basic information on their voicemail. Never forget you are not just selling property, you are also selling yourself as a brand. State your name clearly.

  • Estate firm.

Let the caller hear who you are connected with and where you work. Again this is to strengthen your brand.

  • Other contact.

Give the caller alternative contact options such as a postal address or email. Not only can this encourage messages go through the right channels, it will make you seem accommodating and keen to hear from the caller.

  • Social media.

Briefly touch on your Facebook or twitter accounts. It’s important to present yourself as technologically able, and also gives your caller yet another outlet to contact you.

  • Specialty.

If you have a specialty such as commercial or holiday homes; or if you have a lot of knowledge of a particular area / location, be sure to let your caller know.

  • Return contact time.

Don’t just say ‘I’ll call you back as soon as possible.’ Let your caller know as specifically as possible, try ‘I will call you back within 24 hours’ or ‘I return your call after 3pm today’.

 

If that sounds like a lot of information for just one short message then think again, you can convey everything you need in a compact statement like the following:

“Hello, this is Jack Jackson of ABC realtors, experts in residential properties in the Golden Bay area. I’m sorry that I can’t take your call right now but if you leave a message I’ll call you back

between 2 & 5 pm today. You can also email me at [email protected] or tweet @jacksonABC

Clear, conscise, and professional – great voicemail that has everything a potential client needs to hear.

customer service

What’s different about customer service in Australasia

There’s a lot to be said about the culture of service in Australia and New Zealand. Compared to our foreign counterparts we are considered relaxed, a bit more chilled out and less likely to complain. The constant barrage of poor customer service tales from across the Pacific and Atlantic just doesn’t seem our Antipoedian narrative which is quite frankly, awesome.

Be aware however, that our customers are just as unsatisfied by poor service; they just express their unhappiness in passive yet ultimately more damaging ways.

We are quieter about our disapproval. If we make a complaint it’s more likely to be phrased in a jokey way, minimising its seriousness and preventing companies from hearing what they really need to listen to. At its worst they’ll never hear a complaint, simply left scratching their heads wondering why the customer has taken their business elsewhere. Meanwhile the lost client has spoken to their friends, family and more about their perceived experience spiralling out into our communities. Absolute disaster.

How can we make sure our customers are happy and feel like they can tell us what’s on their mind, when we have been brought up in this distinctive to us culture of politeness?

Get American. Not only do Americans speak out loudly when they are unhappy, companies beg them to do it by surveying, asking for feedback and ending calls with ‘is there anything we could have done to make your experience better?’ Far from encouraging whiners, customers exposed to these practises feel better heard leading to good engagement and the opportunity to fix problems as they arise.

Read between the lines. Australasians are very good at giving subtle compliment sandwiches or backhanded compliments. Really listen to what they are saying and watch out for any hidden criticisms.

Be British. Stiff upper lip any genuine complaining customers with a professional attitude, don’t take it personally, look at where you can make improvements for the future. Australasians are wonderful, if change is made in a positive way, they’ll stay with you.

Make change to the way you interact with your Australian or New Zealand caller, with a little coaxing and questioning, you’ll be relating to and retaining your customer for years to come.

customer service

How technology has changed your customers service expectations

There are basic rules of customer service that will never change, staying courteous, friendly and professional will be as important in 200 years as it is today. But what is changing are the ways customers reach out and their expectations for your company. This is in major part played by the role of smartphones and tablets, enabling the customer to contact and check up in an instant wherever they are. Your business must get ready to follow your customers into this new service era, or run the risk of losing them to a rival company who is prepared and up to the play with these new rules of service.

1 – Your prospective customers have options now, in the click of a button they can compare prices, research and investigate. Be sure to give great information, competitive deals and easy interactions with your company on all media platforms as there is a very good chance they have already made up their mind about what they need before picking up the phone. Throwing up any barriers will simply have your customer clicking away to another company.

2 – Gone are the days where you could deal with complaints or queries the next business day. Your new customer not only expects to be able to reach you on the phone, they will be contacting you by Facebook, twitter and email. What’s more, they want a near immediate answer. You must regularly check your social media to respond promptly.

3 – They want accuracy and speed. If a customer gets in contact regarding a previous interaction, they expect you to have made notes and be able to assist with little to no repetition. They don’t want to hash out the same information to multiple people. With modern note logging technology, you should be able to access a comprehensive service history for each customer.

New technology has changed customer service forever, but instead of lamenting days gone by embrace your customers new expectations and you will soon see how easy it is to provide quality service that gets results.