Phone Etiquette 101

By
Real Estate Broker Owner with BuyersAgentPortland.com | (503) 810-7192 Portland Metro Exclusive Buyers Agent | 100% Buyer Representation ~ 100% of the Time Licensed State of Oregon
http://actvra.in/Lr6

Years ago . . . and I mean years . . . when I was in Jr. High (aka Middle) school, we had a "simulation" in our English class.

I'll never forget the lessons learned.

We spent two days learning about Phone Etiquette.

There was a speaker and two phones used during the simulation.  One phone was passed  to a student, while the other remained with the teacher. We would then get a business call on the phone (from our teacher) and the mock-conversations could be heard by the entire class.

It was then that I learned HOW TO TALK ON THE PHONE in a professional, business-like manner.

Thank you public education.

Today I received a call from an unknown.  I answered the phone professionally, "Good morning, EBA Portland, this is Carla." 

And whenever I get the "Yeah, I want to know about the house on 666 Evilcrest Pl," I brace myself.

I asked the caller "I'm more then happy to help, but can I get your name so I know whom I'm speaking with?"

She replied: "I'm a person . . .  who wants information on the property."  Her tone was totally snarky.

I told the woman caller in my Cupcake Carla voice: "I'm very sorry, but I don't give out information to anonymous callers" and then I disconnected the call.

The person on the other end would have FLUNKED my 7th grade Phone Etiquette class.

When you call a business, and want something -- LIKE INFORMATION -- please don't talk to the person on the other end without civility. 

When I get calls and people are just plain rude, I cut the conversation very short.

What I learned in 7th Grade English Class regarding Phone Etiquette:

  • Have a cheerful voice when placing or receiving a call
  • Let the person you called know the nature/purpose of the call
  • Say "Please"
  • Say "Thank you"
  • Don't be demanding, pushy
  • and RULE NUMBER 1 . . . INTRODUCE YOURSELF!!

In my class, we went over different phone scenarios.  Had this caller been NICE, RESPECTFUL of my time when calling my business office, I would have been more willing to assist her.

But, she choose to be rude and her phone voice was not pleasant.  I was very content with disconnecting the conversation.

Conversely:

Last night I received a call from a very pleasant sounding young man.  He told me who he was and why he was calling.  TWICE, during our conversation,  he asked me if he was interrupting.  His was calling about a rental ad on Craigs List, wondering if it was a scam.  It was.   He took the time to thank me profusely for verifying what he thought.  He knew he was calling a real estate office and that he was only calling to obtain information.  He was NICE, he was appreciative of my time and I was happy to dig a little to verify his concerns.  

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Buyer Focused ~ Buyer Results

 

Representing Buyers in the Portland Metro Real Estate Market | Clackamas Multnomah and Washington Counties | Since 1999

Carla Muss-Jacobs, REALTOR®, ABR, CEBA, ePro
Principal Broker/Owner

Direct: 503-810-7192 | BuyersAgentPortland.com | Carla@BuyersAgentPortland.com

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Topic:
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please dont call me with that tone of voice young lady
phone etiquette 101

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Ambassador
574,437
Mona Gersky
GRI,IMSD-Taking the mystery out of real estate.
MoonDancer Realty, Dillsboro,NC

Carla, well deserved post and I have to admit I've never had the nerve to disconnect a rude prospect but you've empowered me.  If someone isn't willing to give their name then they probably aren't very serious.

November 14, 2012 12:13 PM
Rainmaker
1,205,606
Carla Muss-Jacobs, Principal Broker/Owner
Buyer Focused ~ Buyer Results
BuyersAgentPortland.com | (503) 810-7192 Portland Metro Exclusive Buyers Agent | 100% Buyer Representation ~ 100% of the Time

@ Robert Rucker III (#38)  Thank you for the comment  I notice you are a relatvely new member of ActiveRain.  Keep commenting and let me know if you need any help getting wet.  I pushed a few people into taking the plunge.  Call me sometime, LOL.  My Mom also played a role in telephone etiquette -- I forgot that honorable mention :-(   She would tell us not to SCREAM "Hey MOM, Grandpa's calling" through the entire house.  LOL   Also, the "This is she" response when someone asks "Can I speak with Carla?," or "Is this Carla?" was from Mom.  Thanks for sharing and reminding me of MOM (WOW turned upside down).

Thanks for all the comments.  I never hang-up.  I do disconnect the call.  LOL

November 14, 2012 01:04 PM
Rainmaker
314,458
John G. Johnston
An Exclusive Buyer's Agent ~ Westcliffe, CO
John G. Johnston & Associates, LLC

Carla

 

Congratulations on the feature post!  You are absolutely right to disconnect the call.  Do you make a comment when you disconnect?  I usually say "I'm hanging up now, thanks for calling.".  Etiquette and how to write a check are the only memories I can recall from the 8th grade.

November 15, 2012 07:21 AM
Rainmaker
312,969
Frank Laisch
"The Insurance Guy"
Stewart Title Company

Hi Carla, what a great post about phone etiquette! So many could use a lesson or two on about this.

November 16, 2012 04:37 AM
Rainmaker
510,827
Wayne Johnson
San Antonio REALTOR, San Antonio Homes For Sale
Coldwell Banker D'Ann Harper REALTORS®

Carla-I only know you from ActiveRain, but I find it difficult to believe anyone would be snarky to you. Good hangup decision.

November 18, 2012 10:32 AM
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Rainmaker
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Carla Muss-Jacobs, Principal Broker/Owner

Buyer Focused ~ Buyer Results
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Additional Information

Author Bio: Carla Muss-Jacobs is the Principal Broker/Owner of Buyers Agent Portland, LLC an Exclusive Buyer Agency representing Buyers in the Portland Metro real estate market since 1999.

The Sellers have their own agent ~~ Why don't you have yours?  

Carla Muss-Jacobs practices the TRUE FORM of Buyer Agency ~~ Exclusive Buyer Agent.  Her office/brokerage never takes listings and never respresents the Seller.  Exclusive Buyer Agency is the BEST form of legal real estate representation a Buyer can have.  There is 100% Buyer Representation - !00% of the Time.  There are NO CONFLICTS OF INTEREST and there is no possibility of ever having YOUR Buyer Agency comprised.  When buying a house -- it's important to know who is working for you!!