Calls From The Vault: Admin Edition

In our series, Calls From The Vault, we recreate real phone calls by real estate professionals in the UAE to understand what makes a good call. In this edition, instead of agents we’re going to be looking at poorly-executed calls by real estate admins. 

As an admin, you are the property seeker’s first point of contact, representing both the agent and the agency. Therefore, it is important to create a good first impression right from that phone call. We will be looking at three scenarios – an inbound call, an outbound call, and a call being put on hold – and discuss how we would improve each call.  Keep listening!

Call One

This is an inbound call, i.e., the property seeker has called an agency to enquire about a listing they saw on Bayut. Let’s look at what hasn’t worked in this phone call:

• The admin answered the call without introducing themselves – just a hello sounds unprofessional, and the receiver is confused.
• The admin used ‘ma’am’ after each sentence.

Here’s how we would improve this call

• Start the call by introducing yourself – your name, your agency’s name, and how you can help. For example, “Hello, I am Max from ABC Properties; how can I help you today?”.
• Avoid using ma’am or sir. Instead, ask the client’s name and call them by their name. 

Call Two

This is an outbound call, where the admin has called the client. Here’s what went wrong:

• The admin does not introduce herself and starts the conversation with a curt ‘hello’. She also continues in monosyllables and does not share why he’d called until asked.
• The admin uses ‘ma’am’ multiple times.

Here’s how we would improve this call

Start with a professional introduction. Introduce yourself, greet the client and share the purpose of the call. 

Call Three

In this scenario, the property seeker shares immediately that they want to speak to an agent. Instead of addressing the client, the admin abruptly says, ‘Okay, hang on’ and puts the client on hold. This may come off as unprofessional to the client. 

Here’s how we would improve this call

Ask the client for their name, and share the name of the agent the call would be transferred to. 

We’d recommend practising your introductions through role plays with your colleagues to get your tone right.  Learn more about professional phone etiquette and guidelines for realtors with our in-depth resource, Nailing Your First Conversation. You can also check out our Content Corner, for a range of tips and insights that can help you in your real estate career.