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Answering the telephone
When answering the telephone, avoid using the traditional greeting "good morning or good afternoon may I help you?" Using this style of answering the telephone can become stale and uninviting and is utilised by 95% of the corporate population.

The common greeting, "good morning or good afternoon, this is ABC Real Estate, Britney speaking how may I help you?" may also create an unusually long introduction, which the client or customer may become impatient with.

Be different! You want to treat the answering of your telephone as inviting the client or customer into your organisation.

For example:
"Welcome to ABC Real Estate you’re speaking with Britney"

"Thank you for calling ABC Real Estate you’re speaking with Britney"

"ABC Real Estate you’re speaking with Britney"

The automated receptionist
It is becoming common practice in a number of busy real estate offices to embrace automated technology for their telephone systems that will divert the oversupply of calls (which a receptionist cannot personally attend to) to a message service stating “your call is important, please hold and our receptionist will be with you shortly”. While you may think that you are saving time and money with this technology – beware! Clients and customers are becoming more and more frustrated by this automated message service. They want to speak to a person when they telephone your organisation. If you want to deliver a superior level of personalised service ensure that all calls are answered by the receptionist. Often the cost of an additional receptionist can outweigh the frustration this causes your clients and customers, which could result in lost business.

On hold message service
Time is precious! The promotion of your service is vital! Utilise the time a client or customer is on hold to promote your services, properties and rentals? There are a number of on hold message services that can assist you with preparing a professional message, which are very cost effective.

Speak clearly and concisely
Your voice should convey friendliness and your willingness to help. To affirm that your voice conveys friendliness, put a smile on your face before answering the phone. The smile will be transferred through your voice. When speaking with your clients and customers always speak clearly and concisely. Don’t rush your sentences or appear that you are busy. Your client or customer should be the most important focus at the time of taking the telephone call.

Write the callers name down on a piece of paper (if your memory isn’t what it used to be) and utilise it throughout the conversation. By utilising their name you will develop a more personal connection, which will ultimately result in being remembered. Avoid using the client’s or customer’s first name unless you know them personally or they have introduced themselves by their first name.

For Example:
"Do you mind if I ask, is it Miss or Mrs Smith?"

"Are you happy for me to call you Jack?"

Include positive words
Ensure that you include positive words in your sentences when speaking with your clients and customers. The secret to developing relationships is to make the client feel valued and special.

For Example:
"It is great to hear from you again Mrs Smith"

"Thank you for calling, I hope you have a terrific day"

"Excellent, I will call the tenant and get back to you shortly"

"That’s fantastic Mrs Smith, I am glad to hear that"

"I would be delighted to do that for you Mrs Smith"

Telephone dialogue
When communicating over the telephone it is important to convey yourself as an educated professional. Always use proper grammar and avoid using slang. Following are examples of dialogue not to use. During your next team meeting take the time to brainstorm alternative responses, which would sound more appropriate.

Dialogue not to use:

Ta, Thanks, Yep, No worries, okay, sorry, nope, na, who’s callin, what’s it concerning, what’s your telephone number, I am just wonderin, hang on a minute, hold the line, hang on, I’ll check if they are in, I will grab them.