Clients Need All of You
You know that our clients think they are the one-and-only in our life, right? The brightest star in the universe that deserves every moment of our attention?
I’m sure I’m not the only one who has experienced the time when you are waiting at the counter for service, and the person is talking on a notably personal phone call. Or someone sends a text message in the middle of helping you. How does that make you feel?
Unplug and Engage
There are times when you have to know when to shut down, unplug, and engage. Matt Rathbun addressed balance in your personal life. Even with friends… unplug, it’s ok. You won’t miss anything. Enjoy the moment. Sometimes unplugging can be a good thing even when you don’t realize it – you come out a much better agent for your clients!
When I am with a client, I try to be with that client. My phone is on silent. (Ok, fine, I peek sometimes). The only time I will take a call is when I’m anticipating a callback for an agreement, and then I advise the client, “Just so you know, I’m expecting a phone call about an offer that is on the table, that is the only time I keep my phone on, and you’ll like it when it’s your turn.” They usually always comment something like, “Oh yes!”
Number One – Not Second Best
I’ve heard of agents showing a house and answering a sign call in the middle of it – trying to prospect a new client! You think it sounds bad, what types of things are you doing that a client might feel “second best” in your schedule?
Sometimes, you can’t avoid it all day. When out on a tour of Chester County aka All-Day Buyer Home Tour, I check messages, email, texts, and return urgent calls during our lunch/rest stop.
Treat your client like they are your # 1, they deserve it. And they’ll love you for it too.
Matt Stigliano
November 26, 2008 at 6:17 pm
Kim – I turn it to vibrate. I know 2 buzzes means its email, 4 means a call. It helps me know when to pull my phone out (if expecting something) and now thanks to you, I will advise clients ahead of time of awaiting an important call and why. That’s a great idea and when you frame it in terms of their transaction, I can see how it would help them understand and even appreciate that you’re taking that call.
Vance Shutes
November 26, 2008 at 6:57 pm
Kim,
Wherever you are, be there.
Happy Thanksgiving to you and yours, and the entire AG family.
Missy Caulk
November 27, 2008 at 10:14 pm
Kim, I forwarn my clients IF my kids call, I pick it up, other than that I wait. With kids you never know what they need so I have to be there.
Mary Ann Daniell
November 28, 2008 at 8:32 pm
Good advice.. and keep in mind the age of the client you are working with. Younger they are, the less they are insulted by an electronic interruption,
Lisa Sanderson
November 30, 2008 at 4:11 pm
I rarely answer my phone if I am talking to someone else…anyone, not just clients. I find it rude when people do that to me and I won’t do it to others. There is hardly anything that is that urgent.