"Hi, this is John and you've reached my voicemail. Your call is important to me and I return my calls between 1:00 and 2:00 and 5:00 and 6:00. Please leave a message and I'll call you back during those hours."
The first time I heard this outgoing voicemail message I didn't realize it was a script from a program; I just knew I didn't like it. Why? I'm not sure, really (maybe others who feel the same way can shed some light) - the closest I can come is that I almost felt scolded, as if I called at an inopportune time and should have known better. Or like it was a power play or something.
Okay, yeah, I'm a bit sensitive.
Anyway, I suddenly started hearing this outgoing message all over the place and figured out that it was part of a program that apparently lots of people had signed up for.
Fair enough. Whatever works.
I never warmed up to it. Oh, I know what the point is - it gives your callers an expectation of when you'll call back, provides structure for your day and demonstrates that you're a busy person. All good things, I suppose.
But what if you stated your "I return phone calls" message and then strived to return your calls earlier, thus making your callers feel special! One of my lenders does this and it actually does the trick - instead of feeling relegated to the to-do-at-4pm pile, I feel as if MY phone call was actually important to him!
IMO, it's a terrible business strategy to intentionally do something that might make your clients or prospects feel anything less than your Number One priority. Are they? Of course not, but every person on the planet longs to feel special, longs to feel important and if you can make that happen for them, there might be a future referral in it for ya (and you won't even have to beg for it)!
Very good blog Im not a fan of this either someone needs to come up with a script that says If I could call you back immediately I would, but sometimes lifes distractions and business is in the way so I promise if it takes me 1 min or 7 hours you are my number 1 priority, but better.
Hello, Jennifer, I'm of the opinion that if someone calls me, I'm open for business. If they call and don't reach me, my door is shut to opportunity. When I get that message, and it is not someone that I have to talk to for some reason, I simply call someone else. If I were looking for a realtor to sell my house and got that message, you can be certain that they would not get my business because the one person who wanted to buy my property miight not call back either.
There is an agent that we used to use before we got our license that had that message on his voicemail and I honestly felt the same way that you do, like I was not a priority. I understand the structure behind it, but being on the other side of it now I want my clients to feel like #1 and that I'll call them ASAP.
Jennifer,
Are you Kidding!!
I'm a Realtor on a week-end sitting in front of your property, 2 hours before you answer your calls, and you want to struture your week-end, I'm sorry, I want to sell these people a house, and It Won't Be Yours!! Because they aren't available when you finally get around to answering your call!!
I have heard about that script and have never used it. I have be told to sell your web site on the message. I tried that and it was frustrating to people listening to that long message.
Now I believe less is more.
I have heard it and I am disappointed even when they say they will be returning calls they do not.
I agree with you, Jennifer, that is one very dumb script. It also annoyed me the first time I heard it, and it continues to annoy me.
Let's see if my analysis hits a chord:
The script is annoying because "The Voice" assumes his or her time is more important than mine. What if it is inconvenient for ~me~ to take his or her call between 1:00 and 2:00??!!??
And Heather, and Mark, I agree as far as voicemail messages in general, the SHORTER the better.
How many times have you had to wait (and wait and wait) for someone's voicemail to finish so you could leave a message .... and meanwhile, while you are waiting, your other phone is ringing, someone's knocking on your door, someone's waiting in the lobby,,,, and here you are stuck listening to some yoyo's message about how successful they are, and they want to be my realtor for life, their beautiful not-to-be-missed web site is located at ... and they return calls between yadayadayada.....
AAAARRRGGGHHH!
I could never understand the purpose of it. Is it to show people you are organized? Busy? When I hear it what I read is: I am not flexible/available. This business does require some degree of flexibility and lots of adjustment to your client's time. bad choice in my opinion.
Ooooh, Cheryl - GREAT point! That is so true!!!! If I called right now, it's cause this is convenient for me. Okay, so the world doesn't revolve around me to be sure, but still... I like to feel it does! And yeah, I hate all that other nonsense.
L&L - Very true!!
Mark - in today's world - yes... "Hi, this is Jennifer, leave a message" will do just fine... said sweetly, of course.
Connie - Another good point. It's NOT all about ME ME ME (when referring to the voice).
Jared - your comment might just spark another blog on this topic...
Suzanne - I hadn't thought of that. Very true!
Heather - I don't think you need to leave that sentiment in a message. Just strive to call people back asap (yes, even if it interrupts your prospecting activities) - especially in the beginnings of the relationship. Create a great first impression and then if one time it's 7 hours, you'll be forgiven!
Jennifer, that script is most possibly the worst voicemail message ever. I've found that it's rare that those with that message ever call back during the appointed time, if at all.
SO many of our training programs are agent-centric as opposed to client-centric. This approach in particular does not take into account how your approach makes the other person feel; just serves your need to stay organized (so you can do more prospecting, while you're basically chasing off people who have actually contacted you!)
If I called someone and got this message I would assume that they work another full time job and that's why they will call during a lunch break or after they get out of work. Now assuming this is true, I like this message because I won't be expecting the call back right away but during those times. If they call back during those hours at least they are returning phone calls, I can't tell you how many times I call another real estate agent and they NEVER return my phone call. I end up calling the agent back a couple of times until I get them answering the phone.
I translate that message to say "I'll call you back when and if I call you back. Deal with it." Yeah, that's the impression I want to give clients.
Kathy
Jennifer- I seem to remember hearing some "guest speaker" talk about that script. I never liked it or used it. Luckily I don't hear it much anymore. I use the " I'll get back to you as soon as possible" line, then I do.
I hate this message. Jennifer, you are 100% right - it's agent-centric and not client-centric. I would not want you helping me a buy a house and I certainly don't want you trying to sell mine! LOL
I never liked that type of message either, what if you are not available in the limited period they say they will call back??? in that case you may not leave a message. I hate the reverse of that as well, when an agent tells me to call their client between 7:15-7:45 pm on wednesday. (it really does get that specific at times) What if nature calls between the few precious minutes, I cant call? and if the transaction is not important enough for them to recieve a call other than a short few minutes, how serious are they? I always pick the phone up that minute and 90% of the time I get the client and they hang up happy. we need to manage expectations... but only to a point!
Was it Sprint that used to have the policy that you had to call, leave a message and a customer service rep would get back to SOMETIME in the next 24 hours??? Puh-leaaaaze!!!!
The problem with the script that it reminds of the butcher counter in a supermarket..."Take a number and wait" Ummm.... I think I'll go to across the street to that other store where you don't have to take a number. Now there's a thought!
Here is the problem..when I'm with a client, I don't answer my phone. When I'm in traffic, I don't answer my phone. Now prospects seem to be notoriously impatient but the fact remains that there are times when we can't answer the phone. I have yet to find the magic message that resolves this issue. However, I can guarantee that the above script is will drive people away in droves - even the ones that actually WOULD have waited for you to call back.
I'm going to be totally honest and tell you that I HATE those messages. They make me feel like you said, as though my time isn't valuable. I'd much rather you tell me that you're with a client or handling urgent business and can't take my call but that you will call me back at your absolute earliest opportunity. What kind of business really operates that way, only answering or returning calls during a set time during the day? It is absurd. That's why companies hire receptionists - to ensure that calls are taken immediately. Why can't these agents realize the harm they are doing their business and think big instead?
~Renae
Jennifer - That message is, for sure, a turn-off. Basically, it means the guy doesn't answer his phone at all...he just gets his messages and returns them at the designated time. It really bugs me when someone consisitently doesn't answer his phone.
Oh well...the strong shall survive.
I agree...I hate that message.
I also hate when people do the daily update (I really don't care if you are in a closing, with a buyer, or laying on the beach) & I hate the ones that have a standard message saying something like...I am currently in a closing with another satisfied buyer, I look forward to BLAH, BLAH, BLAH! You know these people are not in a closing every time that you call!
I just changed my own long winded message from:
Hi, you have reached Kathleen Manganello of Coldwell Banker. I am sorry that I cannot take your call right now. Please leave your name, number, & reason for call, all calls will be returned within 24 hours. By the way, I am never too busy for you referrals!
to: You have reached Kathy Manganello with Coldwell Banker. Sorry I can't take your call right now, please leave a message and I will return your call just as soon as I am available. Thank You.
Better???
Kathy
Kathy - Clap clap clap!!! Much better. Simple. Simple is good. And I have to say... I really really hate the "Oh by the way" stuff... but that's a different soapbox.
This message makes me feel like I don't warrant conversation time with this person.What if I am not available when he is returning his calls? I don't like it. Good post topic.
Jennifer-
Sounds like your message is striking a chord! So this to all of you out there: maybe I don't WANT to have a nice day...maybe if my call really was so important, you would have answered and not dumped me to your voice mail Don't tell me your away from your phone or on the other line, or it's Thursday and you will be in the office all day
Try to keep Brian B out of the message too, I ain't givin' you no referrals (hi Kathy)
Here is mine: This is Chuck, leave a message I'll call you back.
I always feel like I've intruded into unwelcome territory when I get a message like that on a voice mail.
I always return phone calls as quickly as possible and decide when to answer on a case by case basis. If I'm in the grocery store with a screaming 2 year old... you are so going to voicemail :)
Jennifer, thanks for the applause, I hope there was a standing ovation with that. I know how you feel about the Oh, by the way...I am just not smart enough (or maybe not soulful enough) to come up with my own.
Chuck...am I still in the initiation stage????? I pay a lot of money to use that line!!! Ha Ha
I thought I was gonna get slammed for this post for "not understanding the point."
Kathy - some day I'm gonna get up the nerve to charge a bunch of money to teach agents how to pester and condescend to their SOI on a regular basis. Oops, did I say that out loud?
I agree! There is one agent in our area who, for religious reasons, doesn't work on Sundays and will NOT return calls on that day. So if I need to show one of her listings, I just hope I get more than one day's notice. : )
I've earned more than one buyer's business by being the first to return a call. That's why I love my headset. I can return calls from the car in between appointments...and still keep both hands on the wheel!
Jennifer...yes, you did type that out loud! you are too funny!
Sue- I guess I don't understand why everyone needs to call an agent to schedule a showing. Isn't that what secretaries, receprionists, and assistants are for?
Kathleen - you'd be surprised how many markets apparently don't have such things... I was stunned when I first heard of a market (Phoenix, I think it was) where listing agents set their own showings. We have showing services here and they're fabulous!
I dont necessarily say that I would return calls between this time and that, but I do say, if you call me after 7pm, that I would return call the next business day. I just like to set up an expectation of when not to expect me to call back.
Jennifer, I agree. I'm not a fan of this technique either.
Jennifer, I'm of the same opinion where it makes you seem less important. The customer is key in all communication although infrequently I am unable to answer immediately. The point about calling back sooner than you said can be a huge difference.
In Florida you can only legally do business on the phone without prior approval from the party called between 9am and 9 pm seven days a week...so my business hours are just that...but I do NOT state that in my voicemail message...I just let the person leaving the voicemail know I will return their cal ASAP....
PERIOD...
=-)
Whenever I get that message, I make a la-te-da, big deal, who-do-you-think-you-are kind of face into my phone. and I know they are not going to call me back during those hours. It's designed to give them structure, but I find it arrogant, and I know very few agents who actually ARE that structured. IF you ever hear that message on my voice mail... shoot me.
I have never used that script, either, bu I DO like Jennifer's idea of calling them back EARLY...that is great!
Jennifer - don't EVEN get me started on that ridiculous message. Every time I hear that message, I'm tempted to leave a message as to when they can call me back and when I will be available to answer their call.
As for when I return calls, during 8am-6pm, I return calls within a few minutes to an hour or so (if I'm with a client). Hubby and I have a phone rule in our house, by the time we sit down to dinner in the evening (betw 6-7), we turn off our phones so that we can have a nice, relaxing and peacefull dinner together. On weekends, I am generally available unless I have scheduled to take the day off to spend with family or friends. On those days, I have already contacted my clients and partners a day or two in advance to personally tell them so.
Well, I read all the comments and now I'm going to throw out my 2 cents, hopefully stones won't be thrown at me......:)
I don't work Sundays, it's my family day. I do say in my message that I return my calls at 10am, 1pm and 4pm. I do make it a point to call back before that time. I let people know that I won't be returning calls on Sundays. It does set up their expectations and I've found most people are ok with that, I haven't had anyone complain and I'm sure some people might be turned off and move on.
Now let me explain a little further cos I feel the stones getting ready to fly:) I will answer my phone at different times of the day, I use that message so that when I am in the middle of something I can continue with what I'm doing then get back to returning calls. Let's be honest if we're in the middle of putting out fires for a client and you keep answering calls you get distracted and you lose your train of thought, who is that benefiting anyway?
My kids are 13 and 8. If someone calls me on Sunday and gets mad because I don't answer or I don't return their call, I'm ok with that, my kids are more important. They are kids one time and I don't want to screw that up.
Real estate agents for some reason feel that they have to answer the phone 24 hours a day, we don't. People really do get that we can't be available all the time. The ones they can't deal with are the ones that never return their calls.
One last thing....our office is open 7 days a week, so the agents call there to make their appointments to show our listings so an agent never has to wait around waiting to hear from a listing agent to show a house. In our area that is the norm for the most part.
Jennifer, I love your articles and think you have some great advice, so please don't think I'm trying to argue with you. :)
Hi Pam,
I don't feel that you're arguing! But I'd submit that you don't need to make the "disclaimer" that you'll return phone calls at a certain time - just let calls go to voicemail when necessary and return them as soon as it's reasonable to. Maybe every Sunday morning you can change your message to say that you'll be away all day and will return calls first thing Monday. There's just something elitist about hearing that someone "returns calls at this time, this time and this time" - at least - that's how I feel and many others seem to feel the same way.
Just my thoughts... and you are always welcome to share yours!!!!!
xoxo
Jennifer,
I will definitely think about your suggestion. After reading the comments here and on other posts, I'm starting to get the impression that most agencies don't have phone people to make the the showing appointments. That's a little crazy. Thanks for sharing!!!!