Like most of you, I talk to other real estate agents on the phone pretty regularly. Some in the course of my real estate business, some in the course of my writing, training & speaking career.
And I tell ya - there are a lot of unfriendly voices out there.
Within an hour the other day I spoke with two different agents, about two totally different topics. The first was calling me to ask about some Open House signs I had listed on Craigslist. He was distant and dismissive and didn't seem much interested in having a conversation with me. The second was calling for information on a listing and she was delightful. The kind of voice you'd like to ask to meet you for Happy Hour, and be pretty sure you'd have a wonderful time.
Last week, I participated in a couple of Real Estate Week online seminars in which all participants had the opportunity to chat one-on-one with other participants on the call. The difference among the various voices I was matched up with was striking. Some of the voices were hesitant and unsure; some were bold and somewhat abrasive and a few were warm and inviting. I naturally have fond memories of the warm & inviting voices; not so fond memories of the others.
Hey, I'm the last one to tell someone to change who they are, but it's a fact that many of your clients and prospects are going to judge you by your phone voice. Of all the real estate agents I've spoken with on the phone this week, only two or three of them would have inspired me to pursue a professional relationship with the person, had I been in the market for a real estate agent.
If you can stand it, record some of your phone conversations. Then listen... and see how you feel about both the warmth and confidence of this person (that would be you!). Try to be objective - I know it's hard - on one hand you hate the sound of your voice, but on the other, it's tough to admit that perhaps you sound a bit unsure or conversely, brash.
You might also pay closer attention to the people you speak with on the phone, whether they're in the biz or not. What is your impression of this person? That they're confident? Competent? Caring? Knowledgeable? Or bored, scared or clueless?
It sounds trite, but if you stand up (or sit up) straight when you talk on the phone, put your shoulders back and smile, your phone voice will improve exponentially.
By the way, I met the afore-mentioned "distant and dismissive" agent in person later in the day, and he was quite pleasant in person. But that phone voice... ugh!
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Very good information. Sometimes we might be busy or distracted when the phone rings. Thank you for helping me remember to pay attention to this and give the caller a good impression.
Jennifer: I'm not sure that I could stand recording my voice. I know that when I watched a video of a workshop I conducted,I could not believe that I was not standing up straight (funny what you do not notice).
The new thing that I am noticing on the telephone is people who are distracted (maybe reading email or listening to someone else) when they have actually called you! Personally I find that a little bit annoying.
Melissa - I've videotaped myself several times and I do the same thing - I'm not standing up straight and I HATE that! I now have a little sticky on my podium that says STAND UP!
Amy - I think it's important that since so much of our business and prosepcting is on the phone that we practice ALWAYS being pleasant and cheerful and helpful, even if it's just a conversation with the utility company. The guy who called off Craigslist probably wasn't thinking of this conversation as anything important, so maybe he didn't make an effort. But you never know... maybe I was going out of business and was looking for someone to refer to! YOU NEVER KNOW!
I don't believe anyone is happy the way we sound after being taped. .but in the risk of becoming "faky". . I will preserve my voice.
I speak as I write.
I write as I speak.
I yam what I yam. Popeye.
Hmmmmmmmm.......good post, Jennifer!
I think you can "almost" get a feel for what someone is going to sound like when you simply look at their picture. No, not 100% of the time but, in my experience, it's more often true than not.
Having listened to you on some of your teleconferences, you sound exactly as your photo would indicate. Very relaxed & friendly, not at all stuffy or stiff...yet very competent, caring & knowledgeable. Most importantly, you sound like you ENJOY what you do & I'd find it difficult to believe that you do not come across that way with virtually everyone you talk with.
Great job - much appreciated!
Edith Schreiber - Dallas, Texas
This post strikes a chord. All my life when I have worked on the telephone and then meet folks they are surprised to meet me. They all picture me as a short heavy guy. Jovial . I guess it is a santa thing. When in fact I am 6'4" and up until 10 years ago would not have been considered heavy. Good post !!
Charlie - Interesting, I had that same vision of you and I don't think we've talked on the phone!
Edith - well, thank you! It's funny - during my two year sabbatical from real estate when I was writing my books, I completely lost my phone voice. I spoke on the phone so rarely that when I did, I was barely coherent (IMO). It took getting back into the real world to get my voice back, so thank you for those kind words!
Lenn - I, too, write just like I speak. But sometimes my speaking voice (on the phone) can be a bit snotty! I really have to watch that. You never know what connections that person on the other end of the phone might have.
Jennifer - One of the things I learned early on in my real estate career was to always have a smile :) on your face when you speak. I recently had an agent from Arizona who contacted me to refer a listing client. She told me she picked me not only because I service the area where the house is located but because of the pleasant and sincere sound of my voice on my voice mail.
The voice is SOOO important. There are days when I feel invincible and my voice reflects that...other days, I avoid the phone b/c I am sure I would stumble around like an idiot. Good reminder to "check" our phone voice before we pick up the phone!
Jennifer, excellent reminder on how all the little things like your phone voice add up. Thanks.
Donna - what a great point! I'm stunned at how many outgoing voicemail messages are sour, dour and utterly unapproachable!
Susan - me, too, sister! I just can't hide my mood, whether it's good or bad.
David - YES! It is all the little things that add up to a successful real estate career...
Jennifer,
I have floortime on Tuesday (last I'll do for awhile) and having a somewhat monotone, deep voice doesn't lend itself to phone stuff. My sarcasism doesn't come off well on the phone either. Ya gotta see it in person. I am however friendly and effective, so I do well at getting names and numbers. Still, the phone can be a great tool and some are really gifted at using it.
It does make a differnece on how you sound, which paints a defferent picture to the person you are talking to.
Intentionally wearing a smile when on the phone makes a difference in my voice tone. It also makes for better self awareness of how I might be sounding.
Richard
Hi Jennifer -- You are so right. Impressions are formed easily and without much forethought sometimes. Especially if one hasn't met the agent before.
Smiling makes a huge difference. I can hear it in my own voice.
Hi Jennifer. I remember you from the Agents Online.net forum. Though I am not an active poster there I have been reading posts (including yours) there for years.
Aloha, Lana
Hi Jennifer, You really do have a point here. I really try to be pleasent when talking on the phone to everyone. Great topic!
Jennifer - I have heard my voice on tape and have learned a few things about my phone voice. I shouldn't talk on the phone when I'm not well. Regardless of the physical ailment, it shows in my voice. Also, I agree with the others who say smile when you talk on the phone. It shows.
"It sounds trite, but if you stand up (or sit up) straight when you talk on the phone, put your shoulders back and smile, your phone voice will improve exponentially."
You hit the nail right on the head... that's one of the biggest tips in telemarketing.
Long, long ago I was a Telemarketer that sold Sesame Street Books while in college.. and then did some Reservations for a Major Hotel/Casino in Las Vegas... voice on the phone is everything!
I actually left an office because the new receptionist had such tacky grammar/phone voice that I thought it was extremely detrimental to my business. It was certainly a reflection of the Broker/Owner who hired them and it opened up my eyes in what kind of office I was in.
Once again Jennifer... a fantastic post that will help every agent that reads it.
Jennifer - I enjoyed the post. Tone - whether in e-mails or in telephone calls - can often be misunderstood. I like the high energy, inviting voice. It sends the right message.
Jennifer... so, did I have that happy hour voice? Is that what happened and that picture of me on the floor? lol Seriously, this is so spot on. I think that is a great idea, taping some of your conversations. I know I am a happy person, love what I do, but I am sure I could learn a few things from that tape. Overall, I listen to a few other loan officers when I stop into the office and it scares me... they sound scary, some what threatening and demeaning... pushy.... I wonder how and why people even deal with these types of loan officers. Great post. Hey, ps... you might be on top of me in regards to subscriptions, but I am on top of you tonight in the feature column. lol PPS... still didn't forget about you and my radio show. Maybe we can talk sometime soon... hope all is well...
Great post Jennifer, and thanks for the reminder about our phone voice! Sometimes you never know who will be on the other end. I learned this recently when my phone rang and the caller ID screen showed a well-known cable company name ... and I thought (mistakenly) that it was a telemarketer, so I answered with a very flat voice and just said "Hello" and didn't include my usual friendly greeting. There was almost silence on the other end, and I thought, here comes the sales pitch and I can't wait to tell them that I'm on the National Do Not Call list....but much to my surprise, it was a TV production company calling me to discuss doing design work for a national TV show! I was horrified at the assumption I'd made and won't do that again.
Hi Jennifer, Good post. Thanks for sharing.
Best - Sash
Good morning Jennifer - I try to remember that the voice people hear may be all they know about me! Thanks for the good post!
Mary
Jennifer, I don't come across as abrasive but I do come across as being monotone. I hate listening to myself on a recording. Rich
GREAT post. Your phone voice is so important. Especially your voice mail voice. My best solution is smiling while talking. It really does work.
I could not agree with you more on this topic, Jennifer! Often, our first contact with a potential client is on the phone, and, will,in fact, be their first impression of us. And, we all know about first impressions: they tend to last! Your post reminds us to think about what kind of lasting impression we want to have with a client, and conduct ourselves on the phone accordingly. Good or bad, we will be remembered for it!
I think that listening to yourself is an excellent way to 'do better' when speaking on the phone. I learned to 'smile when you talk' when I was in radio. Makes you sound friendly. You sound friendly, you become friendly.
I can be in the middle of a rant and the phone rings and I can swing a 180 and turn on my southern charm to answer the phone. Mind you... it's real... my accent that is.
Tammy - Southern charm is good! When I watch myself on video, I can also tell a big difference in my overall demeanor when I'm smiling versus when I'm not!
Rebecca - Whenever I'm in search of a real estate agent for whatever reason - that first impression is often the last... it's tough to find a friendly one...
Cindy - Smile away! And I'll do the same today.
Rich - Monotone probably comes across as uninterested, do you think?
Mary - It totally is!
Maureen - that's happened to me, too. Whenever I think it's a sales call, but I'm not sure, I answer using my not-so-friendly voice. I don't identify myself and certainly don't sound professional. And, more than once, I've been burned.
Jeff - if nothing else- you certainly have a happy hour voice!!!!! Stay in touch on the radio show - maybe we can poll our listeners to see who has the better voice...
Ryan - I agree. Hey - great post on how real estate is like dating. I did a similar one last year; in fact, there's a whole chapter in my upcoming book on the topic.
I don't have the most friendliest voice, but it does change when I talk to real estate clients. It has to to get the job down!! LOL
Jennifer: Smiling, Smiling, Smiling when you say hello starts the tone of the conversation. I also learned that when the other end is talking - listen but make little sounds to let them know you are being attentive.
On another note, should you answer the phone with a plain Hello or Hello this is.....? Just curious.
Michelle - great question. I answer 'Hello this is Jennifer." I think it sort of forces me to be a little more present than simply saying "hello." When I call a business or a businessperson and they just say "Hello" when they answer, it really puts me off unless that voice is awfully darn cheerful.
Content is King. As long as a voice gives me something of value I am okay. At CRS Sellabration this year I listened to Alex Charfen about the CDPE designation. His voice drove me crazy. I thought I was listening to a K-Tell commercial, Slices! Dices! Even makes french fries! Then I listened to the course and man does he give you content. If I would have completely missed being helped if I would have judged him. The Bible is right, when we judge we often miss the good stuff. Thanks for the unique post and I bet your telephone voice is pleasing.
I think we sometimes forget to turn on our "phone voice" when we make or answer calls. I am going to remember to be positive and let it flow through my voice when talking to clients and colleagues. Thanks for the advice.
Dear Jennifer,
I think your post on your phone voice was outstanding. Someone once told me if you smile while speaking on the phone it radiates through to the person you are speaking with. Not sure if this is true or not, but I try and do it as much as possible. So cud-dos to you!
Make it a "Fantastic Day."
Good reminders on phone technique. Standing up (when you can)elevates your enthusiam as well. Probably the best is to make sure you SMILE before you answer the phone, or SMILE just before you speak, as they say, "They can hear you Smile"
Your post is a great reminder to be the type of person someone wants to work with, now or in the future. The idea behind smiling while you are on the phone seems awkward but we should keep our attitute in check.
Thank you for posting this! I am fortunate...I get complimented on my professional and warm phone voice pretty much every day. I think it is critical! I have a REALTOR friend who always sounds so gruff when he answers the phone and the first thing I do after he says his gruff greeting is repeat how he ought to say it in a warm friendly "smiling" voice! He laughs every time! Maybe I will get my point across one day! :o))
Jennifer - This is an excellent lesson for anyone who is in our industry. For that matter, it's a good lesson for anyone who needs to speak on the phone about ANYTHING! I am constantly amazed by some of the simply terrible phone voices that I encounter through the course of an average week.
Queen of the FEATURE~!
I was thinking "Glenn Garry Glenn Ross"(spelling?) The classic sales movie ... ABC Always Be Closing. While I think that is a bit harsh for the real world, some of it is true. I have had friends that are great with their customers but stop selling when they talk to the office staff. the ABC should really be ABS, always be Selling, or ABN, always be Nice.... Just a little sprinkle of sugar can make a big difference.
Coffee is for Closers!
Hey JA! I, too, am amazed by some of the voices I hear on the other side of my phone. Just spoke to a listing agent a few times last week and both times her voice showed little, if any, inflection or personality. Is she like this with her clients?
For a person who would much rather communicate via e-mail, texting, or in person, I've learned the best way to feel most comfortable on the phone is to genuinely smile, as I'm doing right at the moment. =)
Terrific topic!
I wrote this little blog on a whim - didn't give it a whole lot of thought, but it seems to have triggered a great response. Yay! It's also made me think how many times our phone voice can affect our livelihood, even in non-business situations.
I'm a Craigslister - I both buy and sell on CL. The vast majority of people I contact sound absolutely annoyed to hear from me. I have some stuff listed on CL right now and I'm making every effort to be cheerful and sound happy to hear from the caller. Hey, I wanna sell them something!
I've also found that landlords have the same issue with sounding annoyed when you call. When I have a rental property available, I make a huge effort to sound like a wonderful landlord when I answer the phone and I truly think that's part of the reason I rarely have trouble finding renters. I'm the only nice person they talked to!
Call up your own phone and see how your voicemail sounds... If you don't sound happy to hear from yourself... change it!
I agree about the sitting up straight and smiling on the phone, Jennifer. It's funny how you can tell a smile through the phone.
Jennifer: As much as I would hate to admit it to my wife, this post was very informative for me. It reiterates her opinion and reflections of my telephone projection at times. The reason I say that is ... my wife (who is my business marketer as well) is always telling me to remember how I sound on the phone. She tells me my voice is comforting and credible to her personally and she loves to hear it (talk about a pro marketer!) ... but to others it may seem a little monotone and yes ... boring. I thought perhaps her comments were just being a little over-zealous regarding this issue, but after reading your post I now believe that my conversations may indeed sound that way at times. You delivered some hard credibility to her suggestions.
While I understand that maybe I need to step it up a notch at times, I don't want to sound phoney either. To me, that's even worse and to some degree, I am who I am. When I'm trying to help my clients, I'm not always thinking of how I sound. Ultimately, I'm wanting to convey my knowledge and sincerity in these conversations and my mind is on other things. After 30 years in this industry,I am still trying to find that perfect "happy medium" and learn new and better ways of doing things. Thanks to you for the great post ... and to my wife!
Good post - point well taken! Yes....the tone of your voice and the inflections can make you feel comfortable, or upset, angry, encourage, relieved.....as so on and so on!
Patricia Aulson/Portsmouth NH Real Estate
I think a lot of agents I talk to could be friendlier and more genuine.
You know the ones I mean. Donald Trump meets Leona Helmsley on speed. :) It is possible to be upbeat and conversational and not sound unprofessional nor 'artificial'.
Good good good post!!!! :)
Candice
This is a good post and really something to remember...I remember working in the private sector and the receptionists at my office used to have mirrors at their workstations they had to look at while talking to be sure they smiled so that it conveyed in their voices. It sounds funny but it's so true.Sounds like I'll be getting a pocket mirror of some sort to put on my desk so I'm sure to do the same. Thanks for the tip!
Jennifer,
Good post. There's nothing like hearing a poor quality voice on the other end of the phone or in person. A positive upbeat person projecting their voice appropriately is a sign of a person who is sure of themselves. Even if a person isn't too sure of themselves, if they have a pleasant voice, they will fair well. The key is to remember to be consistant in our speach.
Thanks for the post,
Ced Reynolds, CITRMS
Jennifer, I spoke to a client today, that I have been speaking to for over 8 days now, that has pushed some of my buttons, because she is all over the map in what to do... even though I gave her honest information, direction, and hard cold facts and figures... and I could sense my frustration, but remembering your blog, I kept my happy face on... the best part, she noticed this and even mentioned the fact that she must have gotten on my nerves and she appreciates the fact that she can talk to me about all of this... and that she actually trusts me and has told 2 people about me. thanks for the reminder... and yes, I will catch up with you in regards to my radio show... thanks
I agree, most agents are very friendly and helpful it kind of comes with the territory. Occasionally you run across an agent that is so hard to deal with you have to wonder how are they making it in real estate. I say kill em with kindness!
Jennifer - Many people have told me I should have been in radio so I guess my voice is a good one. I am always pleasant although I do also run into many other agents that can be quite rude. I don't reciprocate that rudeness back to them though and that usually disarms them. It can be fun to run across an agent who is so negative and rude and come back at them with all the niceness I can muster. It is quite offsetting to them and they don't know how to react. Good post!
Very good post Jennifer....and I HATE my voice...
Bettina
Jennifer - I try to make my voice sound as pleasant as possible, even though I don't like my voice. :)
Jennifer, great reminder. I like Donna always smile when I'm talking on the phone and when I record my phone messages, I do stand and walk around. It gives my voice energy.
I have to pace all over the office or my home. I look like a nerd, but I sound in complete control with a very positive voice. Now I need to learn to blog and pace......but I fall every time.....
Jennifer - Great reminder ! I always try to be pleasant even when I am in a bad mood. Sometimes after I speak with someone (on a rough day) I will ask Stephanie if I was mean to that person just to make sure : ) . This is a critical point in dealing with consumers. And speaking with Agents is a great practice. ~ Chris
Guilty as charged, that is why years ago I stopped answering the phone when I was rushed or hurried in anyway.
Have you ever had the person who just answers the phone: "Hello?" (In a voice as if you were interfering w/ their day)
I just called a guy who did this to me, and I asked him if this was _________ Realty? He was very rude, and said, "Well, you called the number didn't you?"
What did I do? I hung up! LOL
Phone skills are HUGE, and people need to take them seriously!
Thanks for sharing!
- Harrison
OMG- Harrison! What on earth was he thinking???? My DBF answers the phone like this sometimes (he's not self-employed thank God!) - he does it to me when he doesn't check the Caller ID first and I almost hang up on him!
Jennifer...
Great post. I had a similar experience as Harrison. It's true, you can size up a person fast just by listening to their voice. I'm 99.9% of the time in a great mood. I live by, "it's just a lot more fun if your having fun?"
Sidebar: Some of the best connections I've ever made via the phone were when some disaster happened. Like knocking the phone off your desk. Pacing around the office and stepping too far from the desk so the stretch cord cataputed your phone at you. Spilled coffee on it once and shorted it out while talking. Spilled hot coffe on myself while talking and sprayed it loudly.
I didn't win them all over... but usually people get I care, I'm friendly, serious about getting the job done, yet having fun.
Again, great post... thanks for sharing...
Rene'
I know that I do not project well on the phone So I try to go slow as I speak and yes I will stand up to talk for the most part on business calls.
I'm a "this is Chuck" on the announcement. I like to keep it somewhat short because I am put off by the TOO LONG of an answer. You know the type " Hello and thank you for calling the XYZ Realty Group...it IS a terrific day how may I help you?"
I talked to a lady the other day that sounded like she had been smoking for 40 years, and had a scotch on the rocks while we were talking...at least that was my perception of her. Phone voice and inflections are definitely important.
Hi Jennifer, entering into our spring market we do over look some of the finer details in selling Real Estate. The older we get the more set in our ways, I find it in myself we get short and annoyed with some agents or clients who are difficult to deal with. Remembering that sugar in our voice will turn anyone from a sour pie to a sweet pie.
Thanks for your reminder.
Jennifer - Your are so on the money with this one. I have one client who really pushes my buttons and after the eith or tenth phone call of the day he starts telling me I sound mean on the phone LOL. I guess I should really listen to what he is telling me.
Jennifer - Your are so on the money with this one. I have one client who really pushes my buttons and after the eighth or tenth phone call of the day he starts telling me I sound mean on the phone LOL. I guess I should really listen to what he is telling me.
Hi Jennifer! Such a huge important subject! We had a girl work for us who used to answer the phone almost like she was singing.....you just felt good and had to smile, when you heard her answer! Makes a difference to the caller.
Al and Peggy
I had to call our local board today - and how appropriate that's exactly how the woman who answered the phone sounded - BORED! And like I was bothering her by calling!! Excuse me, but aren't our dues paying her salary?? I know that sounds snotty, but I do my best to sound cheerful and helpful to everyone I speak with, and get pretty darn annoyed when others in the service industry don't do the same.
So yep...you struck a nerve with this one! lol
Great reminder for everyone. I find it especially hard to keep a good phone voice when I'm leaving a message on a voicemail. No interaction, just me saying what I need to say, just makes me go off in a monotoneous tone.
Phone + Me = weakness. I am always rushing and talking over someone or I try to shutup and let them talk and it is silence, and then, as soon as I start to speak so do they.
It is maddening and I have been aware of it for a while now. Good information from all of you.
My daughter was just making fun of my "phone voice" the other day. My mom taught me well how to come across on the phone and I pride myself in always seeming interested in what is going on. I prefer to not answer the phone when i'm distracted rather than pick up and sound dis-interested.
Jennifer, We spoke on the phone today while I was on lunch break from a seminar class. So.....how was my phone voice?