Calls From The Vault: Nailing Customer Service

Introducing Calls From The Vault, our new series where we look at phone calls received by agents registered with Bayut. In this edition, we look at two less-than-stellar phone calls that didn’t quite go right, and then examine a well-executed phone call.

Call One

What didn’t go right?

• On picking up a call, you should introduce yourself by sharing your name and the agency you’re from
• Make sure you pick up the call in a place with fewer distractions
• Answer your caller’s questions, or tell them you’ll follow up on their queries with your team. We would recommend learning about the property and real estate processes (such as contracts, setting up DEWA, Ejari, etc.) to have better conversations with your callers
• We would also recommend not missing opportunities to work with other agents, like in this case.

Call Two

What didn’t go right?

• Using too many sirs and ma’ams while talking to someone on the phone can make you sound distant, and get in the way of building rapport with your client. We would recommend referring to your client by name – in this case, Sam.

Getting Your Call Right

What Went Right

• The agent asked questions in order to understand their client’s needs. Asking about your client’s ideal home is a great way to start a conversation
• Bringing up things like accessibility to the major highways, proximity to the caller’s workplace, etc., is one way to build conversations with property seekers. Questions like ‘what would your ideal home look like’ can be excellent conversation starters.

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.