It was around 5:00 and I was talking on the phone to another real estate agent. She had some questions about one of my listings. She said she might call me back later if she thought of anything else. I said “I’ll talk to you in the morning. I turn my cell phone off at 5:30.”
“What!?” she replied, “How can you do that? I leave my phone on all night! I’ve had buyers call me at 11:30 p.m. I wish I could turn my phone off!”
I told her, “You teach others how to treat you. If you jump at 9:00 p.m., your customer will always expect you will be available then. If you return the call in the morning, then they will understand you work during business hours.”
Lately, there has been quite a fuss about always answering phone calls no matter what time. Forget about your privacy. Forget that you have a life and are a human being. You are supposed to be an automaton if you sell real estate. Definition of automaton:
automaton [ɔːˈtɒməˌtɒn -tən]
n pl -tons, -ta [-tə]
1. a mechanical device operating under its own hidden power; robot 2. a person who acts mechanically or leads a routine monotonous life [from Latin, from Greek, from automatos spontaneous, self-moving]
You know what? I am not an automaton. I am not a robot. I went on to tell this agent, “I would not be effective if I worked 24 hours a day.” You see, I have peak hours of operation, being a living human being. My personal peak email hours are 8:00 a.m. to 5:30 p.m. My peak talking hours are 10:00 a.m. to 4:00 p.m. My peak meeting hours are 11:00 a.m. to 2:30 p.m. You might be different. If I represented my seller or buyer off-peak, I would be doing them a disservice. In twenty years of selling real estate, I have not once had a seller or buyer complain that I did not take their call at 8:30 p.m. Bottom line, I think people respect you more if you respect yourself and your own time. They won’t even question it. Give it a try. It won’t hurt. Maybe you will become more effective. Maybe you will even gain part of your life back. It's Wendy! Wendy Rulnick, Broker, CRP, CRS, GRI, ABR Rulnick Realty, Inc. Destin Short Sales & Pre Foreclosure Help. Read Wendy's Destin Real Estate Blog www.ShortSaleSuperstars.com for agents Call toll-free 1-877-ITS-WNDY (1-877-487-9639) or local 850-650-7883 ext 204 Email Wendy: itswendy@rulnickrealty.com Wendy is a short sale and pre-foreclosure specialist and has been featured in "Kiplinger Personal Finance Magazine" and "Florida Realtor Magazine". Call Wendy Rulnick, Broker/Owner,to list and sell your home or condo on the Emerald Coast of Florida in Walton, Okaloosa and Santa Rosa County- Destin, Santa Rosa Beach, Fort Walton Beach, Niceville, Bluewater Bay, Navarre, Seagrove Beach, Watercolor, Sandestin, Seaside, Crestview, Rosemary Beach, Mary Esther, Shalimar, Eglin AFB, Hurlburt Field.
AMEN WENDY! I write about this on my blog often. I coached this one agent and made her take a day off of work each week- her husband said he had tried for years to no avail but I was worth my weight in gold because I got her to do that. It did wonders for their relationship.
We turn off at 5 p.m. When you work short sales, you just have to. Of course, we also don't work with buyers. We have buyers agents to work with our buyers. I also don't work on weekends and agent flip out about that. Nestor works on Saturdays but not on Sundays.
There are boundaries. I am a professional not a servant. And you are right, you will be respected by your clients much more when you set boundaries, you won't lose business, instead you will gain clients because you will more productive when you recharge your batteries and attend to other things, like family, spouses, etc.
Hi Katerina - Ditto for weekends. "Recharging batteries" is exactly what it is!
I have to admit that I don't do this. However, I have gradually shortened my cell phone day from 9pm to 7pm. I screen calls from 7-8pm, and take only the calls I'm waiting for.
Right now, I'm waiting for a counter offer, and if the other agent calls me back tonight, I'll pick up the phone because I'm invested in this potential transaction, too.
Everyone has to set their own boundaries. I have a dear friend in real estate who took calls at 8pm on Saturday night in a restaurant while we were out with our husbands. That's the other end of the spectrum!
Too true! I used to do initial consultations off-site, but I've quit that as well.
Wendy,
To turn a phone off is sacrilege.
Being out of reach of a phone heresy!
On the other hand I had IMTS for years before cell phones and only my wife, my attorney, and my business partner had the number. I carried a recording pager I returned calls at my connivance.
If we don't respect our time clients won't! At witch time we cease being professionals and become peons!
Bill
Wendy...I work every Saturday and Sunday...every -Saturday & Sunday, and the phone goes off when I go home unless I'm expecting a specific call. I have voice mail, and that has to be good enough, I'm allowed to have a life away from work. My buyers and sellers do why shouldn't I?
I have my phone set to go off at a certain time, i dont even notice when it turns off, it provides me with boundaries and a life.
If a client has to call me at 9pm is that good?, Why should bwe work 24/7?
Wendy -
Good post. You will be happy to know my phone has been turned off for about five hours now. : )
Good Evening, Wendy. I have peak hours, too: peak coffee hours (7:30-10:00 a.m.), peak snacking hours (4:30 - 6:00 p.m.), peak relaxing hours (7:30 p.m. - ) OMG it's 7:42 PST, gotta go!
I've learned to transfer the phone to my assistant during the day and take the calls up to 9:00 at night. If callers are really interested in talking with me and gathering information or want an appointment, they will call back or leave a message.
Does anyone really think can be truly "on their game" and take calls all night long?
Wendy - I couldn't agree more with you. I wrote a similar post last year about setting boundaries using voice mail and the comments I received ran the gamut from those who agreed with me to those that wouldn't think of not answering their phone every time it rang.
I'm sure that I may have lost a possible client who wanted an immediate response and that's okay. If they can't respect the time I might be spending with another client giving them my full attention or time I might be spending with my family they are probably someone I might not want to work with anyway.
My way of doing things aligns more closely with Lynn. I get calls as early as 7:30am and as late as 10:00pm, the phone gets turned off when I go to bed. Many times I'm answering emails 12-1:00am and I really don't mind because I like what I do. If I want time off, I take it. My clients know I have a life and occasionally I'm unavailable...but not very often because I represent them and things can't always wait until the next day...I don't think of this as a 9-5 job. We all have to find the pace that we are most comfortable...to each his own!
Amen Wendy! The bow that is constantly strung loses its elasticity and ability to be as effective, me too!
I take away an Amen, Wendy! I disagree with you completely. I answer the phone whenever anybody calls. I enjoy it. And I have as life full of enjoyment and flexibility. I like to be there for my clients.
Im not going to show this post to my husband. lol. I really need to seperate work from family, but as an agent it is hard. I may start trying.
Wendy,
Sometimes as we fight for business it is hard not to want to be accessible at all times. However, you are correct about setting a precedent and an expectation for how our clients treat us. We have to make times for ourselves or our families or we will burn out and be of no use to anyone. Thanks for your post!
Wendy (Great name by the way) :-)
Great philosophy. I have been thinking about turning my phone off at a certain time and then leaving on my voicemail that I will return all phones between certain times. I reallly enjoyed your post.
I turn my cell phone off because of the JERK spammer calling me at 7:30 a.m. wanting to know if I want to get on the first page of Google . . .
Excellent post Wendy! I always chuckle about agents that advertise themselves as "working 24/7"! How can they possibly provide quality service with no down time?
I personnally only turn off my phone when I don't want to be disturbed & that doesn't happen very often. Living in a different time zone (Hawaiian time), I have a number of clients on the continent, that call me very early in the morning. When I got into the profession, I did it for the flexible hours. I never liked those 9 to 5, monday to friday jobs. Moreover in my market (Waikiki) I feel I have to be accomodating & available when the needs happen, in order to be competitive. Sometimes buyers are only on the island for a few days... and it can be extremely frustrating when you can't reach a listing agent for showings if they don't answer their phones after 5pm or on week-ends!
I was laying in bed last night texting back and forth with a buyer, so he knew I was awake... then he called. It was 9:45 and we talked for 30 min. On the one hand, I would have liked to "turn off" work. On the other hand, he works during the day and we have an offer going back and forth with a bank. What I always tell my husband when my work creeps into our evenings, is that it's part of the job - I'm a buyer's agent for the most part and a buyer with a job, is a good buyer.
I wasn't even close to being asleep, we needed to discuss his counter offer and he will be at work today and won't be able to devote as much time.
Now, if it had been just about anyone else, I wouldn't have texted back and I wouldn't have answered.
LOL I programed my phone to turn it self off at 9:00 on week nights and then back on at 6:30 in the morning. The phone spends the night in my first floor office which is in the back of the house and I sleep on the second floor in the front of the house. I don't want the thing near me when I sleep. If buyer or seller need something at 11:30 they can leave a voice mail. Family members with emergences can call out land line.
Always within a few feet from my iPhone. From business to personal it is a vital part of how I manage my time
Thanks and have a great day
Tony
My blackberry is programmed to go off at 8 PM every night and back on at 6 AM. I dont mind calls after 5 but I do after 8.
My main answering voicemail greets callers. "If you are a Realtor, press 2 "and they are send to my voicemail and I'll respond to them at my convenience
Otherwise, my phone is on to answer customer calls. . . .
Leads for me are are gold. .it is easy to say. .
"Hi, I would love to help you, can I call you during business hours tomorrow? "
Wendy, it is a personal decision. If you like the frenzy of taking and texting at all hours, then do that. If you want time off, then take it. You have to do what's right for you, and if it does not fit with a client' style then refer them to someone who thinks it's cool to be available 24/7.
I usually power down at 8 pm except for one client I have who is on the west coast. I'll stay available for him til 9 pm. Also, since I work 7 days a week, I usually reserve Mondays for no appointments. Office time or training only - recover from Sat and Sun and catch up on paperwork. Gasp! Who ever heard of such a thing?
You go ahead and do what works for you!
Good deal. My phone is awake when I'm awake and sleep when I go to bed, whenever it is. So I guess when a seller calls you guys at 8:30 with no answer, he may keep trying until I take care of your business myself...Keep up the good work...
I will answer calls up to a certain time, but I always tell clients I am available by email that way I can respond if need be.
I'm not taking a call if with company though.
I've heard this before, and I'd love to work a more normal range of hours but I can't bring myself to do it consistently. I rationalize that caller ID can help me decide if an after hours call is worth answering or not.
To me this seems impossible. Although I do ensure I am "off" for things such as dinner time to bed time with the kids.. if my client needs me after that I try to be available. TO AN EXTENT... I won't take calls at 11 at night if I know it's something that can be handled in the morning.
Great post.
Wendy, I admire you and understand your point on this subject. I also understand the ones that disagree. I try not to answer after about 7PM, but if I'm near the phone I'll look (thank God for caller ID). There are some people that I want to talk to regardless of the time and if they are new leads calling, I do want to hook them. After hours, I will explain that it's after hours and I get the basic information and will call them the next day at a convenient time of their choosing. Same with new email leads that come after hours. Fairly important to respond to these folks, IMHO.
Wendy I don't have a problem turning my phone off, as you pointed out you have to set the boundaries. Advertising that you are open all day will generate those late calls.
This is absolutely true!!!! I do something very similar to this. I pick the days I will answer my phone up till a certain time let's say around 8:00 p.m. On other days I shut it off at certain times also, very very very very rarely is a call important that won't leave a message. Don't burn yourself out taking on someone else's stress at bedtime.
I wish I could pull this off. But right now, business is dictating when I get sleep. But you are right. Recharging is necessary. It makes a difference.
Absolutely, Wendy! Just because we are Realtors doesn't mean that we don't have a life, too. I know, we need to show property on the weekends and sometimes in the evenings for folks that work, but that does not mean that we need to be tied to the phone and e-mail 24/7.
Wendy,
On the rare occasions I do answer at odd hours, the person invariably apologizes. He or she never expected me live - just wanted to leave a voicemail. So, normally I let them.
I had designated Thursdays as my "sacred" day off and clients were fine with that. Have to get back to that because I let it slip when I got busy recently. We all need to recharge our batteries - and not just the ones in our phones!
I don't answer after 9:00 and it turns itself on at 8:00 but I am usually up anyway.
I have been keeping in on all night for my kids to reach me, but that is IT.
They could call the land line, but even with two cordless, we can't ever find them. LOL
Boundaries are a necessary part of life. We all have them and if we don't we will burn out. Wheter it is a day off, family day, Church, weekends, we must all have time off.
Wendy,
I have my phone on from 9 AM till 9 PM. I screen my calls and this works well for me. It also gives a window of time for my agents to reach me if need be. As for weekends.....it is on those same hours. I sell second homes and that is a very active time for me to be available.
Wendy Of course I shut my phone offer. My phone is on from 8:30 am to 8pm. I usually only answer it if I recognize the number. All others go to voice mail. If the voice mail pertains to business I"ll call them back within an hour. At 8pm all electronics get shut down.
Just remember there are NO real estate emergencies. They can wait.
Mine is a growing business. I am more available than most agents because I plan on gaining more market share than most in San Francisco. Having said that caller ID helps me decide if I pick up after 8pm. When a deal is on you can bet I'm going to be available...and I too am not a robot because I call the shots.
Wendy
You have really touched on a "HOT" button for me. I seem to go through phases , phone always on or phone lost in the chaos of my life.
My goal for 2010 is to set clear boundaries for myself, my family and my business. This includes the ability to hit the "ignore" button on my Blackberry when a phone call comes in and let it go to voice mail.
Now where IS my phone !
This is a tough one when business is slow. It's much easier to implement when there is a lot of business.
Easier still when your business is mainly short sales, and I am so grateful for that aspect of shorts!!! For the most part, I've gotten my weekends back, too!
I have specific hours stated on my voice mail in which I will return calls: M-Thurs until 8 pm, Fri-Sun until 6 pm.
Only exceptions are for those times when a client is in the middle of contract negotiations and time is of the essence.
PS: I haven't had one client complain, in fact most will say "good for you!".
I am always conflicted by this.
Turning your phone off at 530pm is somewhat sticking your head in the sand and clinging on to the past when banks closed at 300pm, we had a morning and an afternoon newspaper, and some guy used to come in the morning and deliver your milk.
On the other hand, Wendy here is revolting. What is she revolting against? She is revolting against the fact that entire world is now like like NYC, a world that never sleeps. Business and social lives are continous and have blended over the lines. That's just a fact. The days of 9 to 5 are long gone and I completely understand her point of view.
I don't turn off entirely because that means I just get the work done when I want to get it done, not set in some rigid hours. The other side of this is that some of those people who work non-stop and don't do it like Wendy does are some of those people that think they're just too important and indispensable.
News flash. We're all dispensable. The old joke about graveyards are filled with indispensable people would apply here. Trust, me, I don't think I'm indispensable, I just choose to work when I feel like it at certain tasks, and these modern tools allow for that, good or bad. The bottom line is like it or not, the world of business left 9 to 5 years ago and it 'ain't never comin' back, folks. Get used to it.
Just a little reminder also that if you swear you turn work off at night, yet you logged into ActiveRain at 900pm to see what's up, you've broken your own rule. Is that hypocrisy or is it just the fact that it is harder and harder to turn it all off to go put on the pair of slippers, cardigan sweater, sit in the Lazyboy with your pipe, and read the evening newspaper? Folks, that last one was a joke....just showing how that world is long gone, but you can find it on some Leave it to Beaver rerun if you're so inclined!
Wendy:
Unless it is the middle of a negotiation, particularly one in a different time zone, the phone is for business hours only. Most of my clients seem to prefer emails these days and I answer those into the late night.
Amen!!! I used to be one of those people! Finally I stopped the insanity and started having business hours again! I work much more effectively that way...now if I could just get my mom to embrace the theory that just because a phone is ringing doesn't mean it must be answered concept, all would be well! I mean...what is voice mail for if we always answer the phone????
You bet! I've done this for years and as you say people get the message that you aren't available at 11:00 pm for a conversation! No other industry gets abused this way and realtors started it! The 'call me anytime' is the words of a desperate agent that has no other life - business or personal!
good post ! i need to get over my paranoia of 'what ifs' :)
hello...
popular post here! it sounds wonderful to be able to shut that phone off at... i'm sorry did you say 5:30pm??!! what about all of your clients that have jobs until then? hmmm...
we have found in the past few years that being available is the key to growing a business in these tough times. it took about 2 calls i made back to new leads. lead came in, but i was tied up and waited an hour to call them back. the response, "oh... thanks for the call, but we are working with _____ already". my thoughts are that the more of those right now calls i answer, the more right now business i will have, which then leads to taking time off honestly and getting out of town and turning the phone off for a week when things slow down. i should also mention that i work in a market that is heavily based on tourism, so weekends are when the buyers are in town and when they go back home to TX, my 8pm is their 5pm... i guess i could shut the phone off, but then who would write the offer for them?
i may look back at this in 10 years and have a completely different opinion, but for now... call me anytime between 9am and 10pm...
Steven Terry- Mark Hagan and Associates
I think it's personal preference. My husband works and teaches late into the evening and so do I. I choose to work weekends and schedule back-up if I want to take a day off. I do however usually ask other Realtors how late they take calls - just because I choose to answer my cell phone up till 9:00 pm doesn't mean everyone else does.
Part of the problem out industry has is that the idea that we are 24/7 available cheapens our profession. Lawyers and Doctors do not answer there phones at night for anyone. A 10:00 pm call is an emergency, not a request for showing.
I can't shut off the phone at 5, many clients can't talk at work, and need to speak after hours. That being said, I do shut off my phone after 8, and often don't answer if I'm in an activity with the family. Most of the time, I have found when someone I don't know calls at an odd hour, or insists that you come out to show your listing right away, they are already working with another agent, and have no respect for your time.
i have my cell on 24/7 next to my nightstand, but i dont have needy buyers...well i need some buyers....but what about the buyer that sees a listing on realtor.com and wants some information about it and by time you call the next morning I have taken their call and anwsered thier question and got thier email and sent them an introduction email...???
Amazing to see the comments from so many "Pinocchio's" out there still waiting for the elusive buyer or client to call and pull their strings! The main thing is to communicate with the customer - change your cell phone for after hours greetings and they will understand you are a professional and may respect you as such.
W-O-W! Thank you all for adding to the discussion!
Cool Post!! Definitely some food for thought! I usually have my phone on until about 7 and then I shut the ringer off for the rest of the evening! This is good about 95% of the year...there are times when things need to be discussed/resolved outside of regular business hours though!! All the best this holiday season!
Wendy...You are so right. At the same time...in this feast or famine, I have a hard time following through on that sometimes. It is a great reminder for me. Thank you. :-)
I do keep my cellphone on 24/7. What I hear you say. Actually I wont take calls for real estate after 7pm unless I am in the middle of negotiating, but I leave it in for my kids. The beauty of assigned ringones is I know it's them. Knowing when and how to put this business down is an art.
My wife and I do not have a home phone, just our cell phones so we generally keep them on in the evenings. But we don't have to answer every call. That's why we have voicemail.
I think it is personal preference and subject to your market. We have shortened our cell phone time, but there is no way we can turn off our phones off at 5:30 and expect to have business. Many of our clients work and are not able to make phone calls until they are off work. Typically we don't answer the phone after 8:00 p.m. unless, of course, we have plans for the evening. Then that is different. Great post and its great that you can a stop business at 5 p.m. every day. Just wondering, do you do the same with emails?
How did we exist before email and cell phones? I use trainer Walter Sanford's advice and return phone calls and emails between 11-12 and 4-5 each weekday. But I don't turn my phone off. Never know what important call you might miss. It does get put in the back bedroom (far away from me) about 9pm.
Another great tip is to subscribe to Youmail Visual Voice Mail. It sends you all phone messages via email. Then I can quickly listen to them to find out if they are an emergency. It's a a free app on the Blackberry Storm.
I think it's all personal. See, I'm not a morning person. AT ALL. I am still in my PJ's right now. So I am absolutely comfortable and at my peak at night - so I do have my phone on. But I don't turn it on till about 9:30am either. I have hammered out the best and most coherent deals at 10-11pm at night - I often joke that those seem to be the only ones that don't have issues before closing!
It's a personal matter, and that's why most of us got into the business - to be our own boss and run it how we see fit. For you it's business hours, for me, it's grumpy till noon but available till 11pm! :)
Now the vacation thing.... why is it that as soon as an agent plans a vacation, deals start popping the day before she's supposed to leave??? Great post!
I have for the most part stopped taking business calls after 7 p.m. Although last night I was returning emails at midnight. It is freeing. I try to take one weekend day off. It varies which day depending on what's going on. That doesn't mean I won't answer my phone on a day off. It just means I won't schedule appointments for both days of the weekend. We have to have downtime. For me, it hasn't hurt my business at all.
Well said. I posted a funny blog article on this subject here . Top agents don't sleep with their cell phones on their night stands. That sounds kind of desparate, don't you think?
Wendy,
I have even had a couple Realtors respond when I don't take calls after 6 that I must not care about the transaction or my clients. I then ask them why they did not take the time to call me during the 10 hours I was operating my business. I think it is just a time management issue that particular agent might have in the way they run their business.
You can't be at your best 24 hours a day. Great post.
Jeremy Williams
Keller Williams Realty NE
Kingwood, TX
www.williams4yourhome.com
Thank you! I have argued with realtors about this, I am open for business from 0700-1800 M-F. 0700-1600 Saturdays and closed on Sunday. Realtors often tell me that I am not committed enough since I am not always available. I disagree. If 64 hrs a week is not enough time to get the job done, something is wrong. One of us has poor time management skills and is not proactive.
My Blackberry automaticly shuts off at 10pm and turns on automaticly at 7am. Who needs an alarm clock, the pinging messages wake me :)
I keep my phone on longer than many of you for email, as I know that Internet leads are time sensitive, Ben Kinney validated this at Raincamp Seattle. He increased his convertion rates by geting back to Internet leads immediately while the peeps are still behind their computer screen.
Enjoy your sleep, im converting leads till 10pm, Primetime for Internet Leads.
Wendy,
This has opened up a great thread of conversation....and it is interesting how each person has a different way of dealing with it...I have set my boundary later than yours....because I do have people who need to talk to me after work...and if I am working on an offer....my bigger problem seems to be weekends....
My phone is et to com on and go off daily at specific times, with shorter hours on weekend. If I know a call is coming in due to an offer/negoations, then I will keep the phone on, or let folks know when I can be reached. Setting the boundaires is important, whatever they are for you.
Jeff
Wendy,
I turn my phone ringer to silent when I get home from work. Just a small way to respect my family.
The phone can be an emotional drain. You have to turn it off sometimes.
I don't turn off quite so early but after a certain time I do not jump everytime the phone rings.
Wendy - when times are very busy, I usually try to shut the phone off around 8:00 p.m. However, if things are slow...I'll answer it whenever. But then again I don't need much recharging when things are slow.
This depends on what you call night. As a former retail manager for 17 years there are times I would be at work by 6AM and not leave until 6PM and work 6 days a week. (including Saturdays and Sundays) I would also have days where I would go in at 11AM and stay until Midnight...especially during the holidays. Since changing careers, I will work from home on Mondays and Fridays and take both afternoons off. Yes, set restrictions, but there is nothing saying you need to have a conventional life of M-F 9-5 --it does not exist in this world any more. If you want it back -- vote for blue laws... It is the gov't that want businesses and people to work at all times... the more money they make or the registers take in the more taxes they get. Just think about it, you all can remember when you could not go to a mall after 5PM on a Saturday, now they are open to 10PM
Great point, and a good way to balance your work and private life.
I personally don't mind taking calls when I'm awake, so if a client calls me at 1000pm and I'm not busy or sleeping, I'll take the call.
When I go to sleep, my phone does too... I turn off the ringer, and get the sleep I need.
The most important thing to remember is that moderation is the key to just about anything in life...
While I don't turn my cell phone off, I don't HAVE to answer it after hours. If it's a client that I'm currently working a deal with then I will take a call and of course if it's family I take the call. Otherwise I'll return callers who leave voice mail in the morning. But I don't find I have to turn my phone off. And I work weekends. If an agent needs information on one of my listings I certainly don't want them to have to wait until Monday to get it.
I can only dream of letting myself turn off my phone by 5:30! I think it is a personal preference (or working style-I'm a night owl) and that's the beauty of our profession. The more years you are in the business, the better you can gauge how much you want to work and still be effective and achieve your goals.
I have trouble with this. The highest earning years in my career I was available pretty much 24/7. I know it's sad...but I had the attitude, "strike while the iron is hot" and it was this way 7 days a week. I had no assistant and felt I had to do everything all the time. I didn't want to miss a beat (or a dime), so I thought.
However, one day my buyer saw my car parked outside my office at 9 am Sunday morning. He called me and I answered. He said "Don't you have a life?". That has stuck with me for the past five years.
I have gotten better now. No Sunday morning work! I also shut my phone off by 10pm. I'm getting there!
Wendy, I'm with you. The specific times can vary but we all need times when we are truly "Off". I am always off all day on Sunday unless an out of town client makes arrangements with me in advance and has a good reason why . Then I'll work Sunday afternoon. I turn my cell phone off when I go home each day, between 5:30 and 6:30. I then turn it on after dinner and spend a few minutes returning calls before turning it off again. That works for me.
Agreed, no robots here either. Unless it's a dance competition, in which case it's on.
In this business (and any other) it is critical to set boundaries for yourself or you will get burned out.....not to mention not being able to perform at a high level.
Wendy- I came back to congratulate you on your feature and gold star!
I think that those of us who do turn our phones off or don't answer them after normal business hours might want to preface with who we are working for and what our niches are.
We niche in short sales. We are on the phones with the banks all day long and with sellers all day long. I have yet to miss getting a short sale listing wherein the seller could not meet with me on the phone during regular biz hours to do their short sale intake evaluation. Most of our sellers are absentee owners and we never meet with them in person. Many of our short sale closings are done through the mail so we can go from start to finish without an in person meeting. Because of the nature of the stress in short sales you have to be on top of your game on negotiating in behalf of your sellers. The short sale attorneys that do this and the short sale companies that do this are not answering their phones at 8 p.m. either. There is a reason for that. We have to be able to think fast, be smart, be rested and be on top of our game to get the sellers the best possible outcome. So Nestor and I do not work with buyers.
Agents that work with buyers may be in markets where they do need to answer their phones after regular biz hours and choose to work on weekends.
The beauty of being a independent real estate agent is that you can choose who you work with and what your hours will be. You will not lose out on business if you take control of your business.
Before we moved into the short sale niche we did land assemblages. We worked the same hours as the developers. 9 a.m to 5 p.m. and made the most money we ever made in our entire business in real estate.
We made these niche decisions because we don't want to work during our family time, we homeschool, we have events and such.
Now, does that mean that I don't blog at night or make comments on AR at night? Of course not. That is because for me that is another aspect of my life. I love to write. I can only write when the phone is not ringing and when I can have peace and quiet. This is in the middle of the night. I am also a night owl. I do my best writing between 10 p.m. and 2 a.m. That does not make me or anyone else who writes a hypocrite. That just means that you have chunked your time into different events and projects.
I don't work on weekends but we went to enjoy Steeplechase all day Saturday and both Nestor and I were taking photos all day long- for our blog and website of course! But we did not talk to sellers or banks on the phone during that time. There is a big difference in the two and the energy you expend on either activity.
Agents who don't have spouses or children to tend do may choose to answer their phones at all hours because much of that conversation is their life. But they too, must be careful and take time to recharge their batteries or else I can promise them, I will find them on the burn out list years down the road.
This is why God rested on the 7th day. He did not need to rest. He is God. He rested to set the example that we all need to rest one day a week from our labors. We are human. Human bodies need to rest one day a week. Katerina
I don't turn my cell phone off at night because it is the only phone we use and if an emergency arises with a family member or I need to make an emergency call, I either want to get the emergency call or if I have an emergency, I don't want to have to wait for the phone to come back on and initialize. But, I tell all of my clients that if they need to reach me they can call prior to 10 p.m. I've actually never had anyone contact me that late and I will say it is pretty rare for a client to contact me any later than 6 p.m. I'm pretty flexible and I guess I don't worry about getting to many calls because I've never had the problem of clients or customers calling at all hours.
I SO turn my phone off at night. With your information all over the internet, you could potentially get calls at any hour of the nite. I turn mind off around 9:00 pm, but earlier on Sundays and other nights when I have things planned. Many of my clients works odd hours (drivers, medical field, emergency) and I encourage them to call if they have a question, and don't worry about the time, I will get the call the next morning, and return it during my normal business hours. If you set those parameters early on, they really do not have issues with timing.
There have been times while negotiating, I have been known to talk with agents and clients at 10 pm, but that rare, and don't mind it on occasion.
Joan Cox, GRI,ABR,CRS,e-Pro
Metro Brokers - House to Home, Inc.
Great advice! We have to remember, in this "always on" total world, that we get to set the boundaries for "our world" slice of the pie. That's what makes us professionals.
Hi Wendy, great post. I agree - but, I'm guilty of not shutting down. Actually I'm with Missy on this - everyone in the family calls the cell, so it's usually on all night - I just don't pick up. But, my peak is from midnight to 3am! So I do lot's of emailing and surfing and reading blogs on ActiveRain. I work alone, but used to be a buyer agent for someone else - it's easier to 'turn off' if you have a buyer agent still working. I do make time during the week when I'm not working. Mondays happen to be my favorite day to try to have to myself. I don't do anyting on Sunday mornings before open house at 1 or 2 on the Sundays I have them. For 8 years during football season I didn't work on Saturdays to watch my son play high school and collge games - so that made it easy to carry over into the rest of the year, so often I don't work on Saturdays. I think when you need to be available depends on if you are working with buers or sellers - big difference in what they want and expect. Buyers may want to look at homes on Friday and Sat. nights - sellers want o go out to dinner. That kind of thing. Most of the foreclosure agents here work 9-5 Mon-Friday too.
I do have a question here for everyone though - since all of the gurus say you need to get back to an internet lead withing minutes - how do you handle that?
OMG I have to use the spell check before I post!! Sorry for all the typos.
As long as people know how your business works right up front I think they can respect that. In fact, all professionals should have some type of business model that includes how clients can contact you and be contacted by you.
It makes your time as important as everyone else's. If you set limits at the start, you are less likely to have them tested as you go.
The answer to this question is obviously very relative to the market you work in, the type of specialty you focus your business, and your overall attitude towards being accessible anytime. Being a real estate agent in Manhattan, turning your phone off at 5pm would be career suicide. My personal thoughts is that if you wanted a 9-5 job you picked the wrong profession because selling high volumes of real estate where millions of dollars are at stake is a full time gig.
I might also add, though, that although I disagree with you, my wife and daughter certainly would not. =)
Ah..thanks why I just bought a Droid....phone....
Laura:
I always "chuckle" at agents who leave the 9-5 grind to work for themselves, and then try to work 9-5! It's silly and misses the point completely.
Hi Wendy. Like a few have already mentioned my Blackberry is programmed to shut off. For me it's at 9 p.m. then on at 7 a.m. I work with short sales too on the buying and selling side and it's not an issue with me. I also do not pick up during dinner, when I workout, etc. I control my time. If I don't... someone else will :-)
~ Lana
Wendy - in the evenings....I hate to "hear" a phone ring. My phone has a magnificent silent mode. I mentally can't be in top shape 24/7. We all need down time for our brains. Congrats on the star!
Hi Wendy, I totally agree, but my hours are more flexible as I have many clients who work demanding jobs that make it hard to see homes or chat during the day so I accommodate them during evenings and weekends as required. My workload is fairly easy to manage, so it's not a big deal to take an occasional late evening call if I am negotating a deal, etc. But, I will silence my phone when I'm done and I won't check it until the next morning.
Wendy,
I love your "peak hours"! They sound like mine. I also usually turn the phone off around 8:00. It does have voice mail, after all.
I am guilty of sleeping with my blackberry next to my head. It is not the best way to function, because if I am in the middle of a stressful transaction and happen to check my email during the middle of the night then I will never fall back asleep.
I keep my phone near my bed in the event that some one in my family or close friends needs me, but I am beginning to think I need to change my system to keep my sanity!
I have found with my clients - that when you establish business hours in the beginning most of them understand you have a life and will respect the fact that if they email you at 10 pm that you won't respond until the morning. With prospects - it seems that time really "is of essence" and if they call and it takes you 6 to 8 hours to get back in touch your chances of converting them into a client decrease significantly.
Great post. I tend to lean towards always answering the phone but I try and turn it off when it is family time or I am doing something where I could not carry on a business conversation. Thanks for telling us how you handle it.
For me, real estate is a BUSINESS, not a way of life! I see nothing wrong with seting limits on the hours we work. I'll accomodate an out of town client who is flying in for a few short days to look at property. I've sold houses on Christmas Eve - 3 times - and once on Easter Sunday! But when I work those hours, I make up for it by taking off during the weekdays. Everyone needs down time.
I LOVED this post. I do not "Turn Off" my phone at night. I might forget to turn it back on. :)
But I do look at the number when it rings and unless I sense and emergency brewing, I let it go to voice-mail. after all thats what it is there for isn't it?
I have preached and preached that agents work their job and make it fit their life, not the other way around. Great testimony to that topic and fantastic job on your behalf of making your life a priority over your job. Good for you!
My new voice mail says that I will return calls at 12:00 noon and 5:00 PM. If I answer a call outside of those times it is at my discretion only. I am quickly trying to set boundaries so that I can have a life.
Hey Wendy....for the record, I put a link to this post in the RECR fanpage on FB. YOu can check it out here www.facebook.com/realestateclientreferrals
Didnt want the link live so I dont hijack your post. :-)
"normal" setting time boundaries makes sense for agents.
I try to limit myself but there are times when I will pick the phone up past 7pm. It just depends on what is going on at the time. My evenings are usually family time but if the kids are down and my husband is at the gym, I don't mind answering the phone.
Great advice. It definitely teaches your clients that you do have a life outside of real estate. Answering the phone once at 9om for a client teaches them to call at anytime. Then trying to train them after the fact is like trying to teach an old dog new tricks!
OK I know some will find this hard to believe but I get very stressed easy. I am a morning person (usually up between 4-5 am) and after three years of fighting fires after working a 12+ hour day and then getting stressed out because I answered my phone (or looking at email) after 5 PM and could not resolve it before bedtime - I just about lost my marbles. I always advise newer agents to draw those boundaries and train their clients.
Yes, sometimes it is unavoidable to deal with something "after hours" but losing my sanity or sleep isn't worth it.
I have my phone programed to turn on at 8:00 a.m. and off at 8:00. After reading your post, I think I will set it to turn off earlier. I am a morning person, and after I get my son to school I don't mind calls. But after 6 or 7 is family time unless they have already scheduled an appointment.
I think it all started when NAR started running those TV Ads "We're Realtors, and we don't have a life"
We're Realtors, and DO have a life. In fact, Real Estate isn't our life, it just funds it.
My boundaries are not set by time, but rather by activity (Carol's of course, has a different view)
SOAPBOX ON
Real estate is a great business, but it's certainly not a profession for most. There's no training, mentorship, apprenticeship or testing (other than irrelevant information the Department of Real Estate does).
Compare that to a real profession - Doctor, Lawyer, Engineer (me), Dentist, etc. where there are tests and evaluation
SOAPBOX OFF
I'm perfectly fine working till late in the night, or early in the morning. The only problem I have is responding quickly to clients, which then sets the expectation that I will always respond quickly.
So, defining arbitrary hours of operation are ... to me .. arbitrary.
What isn't arbitrary is WHEN you CHOOSE TO answer or respond to calls. Answering calls during meals, movies, theater, social events, or even working out at the YMCA is generally a big no-no.
Responding to incoming calls or email when talking to a client - also a big no-no.
Responding to email or calls early in the morning, in the middle of the day, or late at night is perfectly fine to me.
So, for me, our business life is like the song - "know when to hold them, know when to fold them" ... know when to respond to emails and calls, know when not to.
I find it impolite and rude when talking to someone who then proceeds to answer their calls.
If we had children other than the 4-legged variety, I'd have a different structure to my day.
Interestingly, I just blogged about a darned near perfect day - this past Sunday. Brunch, Museum, Art Deco Photography, Serendipity, Murals, Buyer, Clients, Museum and dinner
http://berkeleyhomes.com/blog/2009/11/29/neighborhoods-san-francisco-bay-area/san-francisco/brunch-richard-avedon-clients-realtors-friends-and-serendipity/
And how do I define having a life?
We typically (though not in 2009) travel 30-60 days a year, do a perfectly satisfactory $10-20M of sales, refer out the business we don't personally take (rather than have a team) and, in general, enjoy our life.
In 2008, we were on a 30 Day trip to Asia with a group of Allen Hainge CyberStar Friends, in 2007 spent a few weeks in London, about 5 years ago travelled to Australia & New Zealand for another month-long journey, and walked atop the Sydney Harbor Bridge on my birthday!
Working with a balance of sellers and buyers let's us be practitioners of the "Zen of Listings" - Work with buyers, go a great job, stay in touch, and they come back to you when it's time to sell.
Then again, I've always marched to a different drummer, and have never been normal. Don't plan to start now!
I must admit that I do tell my customers they can call me up to midnight if they like and my phone is on. If it is off, that means I have gone to bed. Being single I have no problems speaking with people and sometimes if they are calling from the west coast it is earlier for them. I have my laptop at home and actually prefer the less frantic pace of dealing with customers at night. Also, the minutes do not build up on my cell phone.
However, call me before 9 AM and you will probably get voice mail. There is that trade off. But I realize that a lot of people cannot call during the day from their work and prefer to do it once they get home, catch their breath, put the kids to bed, etc. Weekends are the same.
But I do not leave my phone on all night. Once I go to bed after Letterman, those hours are mine and mine alone. :)
Just one last opinion, I hate those agents (sorry guys) who say, not matter when you call them, "I return my calls between the hours of 4 PM and 5 PM each day. Please leave a message". In today's market that is not wise or polite in my humble opinion. There are times when a response is needed quickly, especially if a deal is tanking. To make your customers and colleagues dance to your tune does not sound very attractive to me. Yet, I hear agents leave this as their voicemail greetings time and time again. But in the end, that is fine with me. If it is a customer that cannot get you, they will very likely call me or another agent for assistance. So limiting their time that way is a good thing for the rest of us.
Wendy,
I don't ever turn mine off. I have had a few calls over the months up till about8pm and I have had a couple of customers call around 7:30am. Some people call before or after work when they are home. I don't mind taking a call periodically for them.
Wendy: Great words. I love when I see agents advertise 24/7 availability. I don't take it seriously and I'm pretty sure clients don't either. Agree with your point that clients truly appreciate that you work hard during your hours...but have personal lives the same as them.
Thanks for the post
Exactly, my phone is always on but after 6pm anyone calls it goes to voice mail, I will listen to the message if I deem it important I will return the call right then if I think it can wait until the morning which 99% of the calls after 6 can wait then it gets returned in the morning. What's so hard about that.
A wise agent once told me that there was nothing real estate-wise 10 p.m. and that couldn't wait until 8 a.m.
I agree Wendy. I had an agent e-mail me at 3:19AM on Thanksgiving morning regarding a listing of ours. I only know this because of the date/time stamp on the e-mail, I was not up at that time. I thought to myself, how pathetic that you should be e-mailing regarding a listing on Thanksgiving morning at 3AM. Another agent in my office e-mailed me with a question the next day, at 1AM. I answered her question but then jokingly asked her, "the real question is, why are you up at 1AM e-mailing me?" This notion of being on call 24/7 is ridiculous. Banks are not open 24/7. Title companies are not open 24/7. And I would hasten to guess that most Realtors and their clients are not available 24/7. Get some sleep folks. It will do you a lot better than getting an answer at 3AM in the morning that you're going to have sit on until your clients wake up anyway. Great post and best of luck to you.
Great post. I've been guilty of this, not because I might be expecting a client call, but my friends and family often call later as well. I like the idea of just shutting it off and getting messages in the morning.
Wendy...
We just say no to after hour calls. Although, our computers are constantly calling our names. Did you hear that? :)
TLW...ROAR!
Well I don't turn it off I just don't answer it I screen my calls ,,, if they leave a message then I see if its important if not then I call them tommorrow.
Wendy... I"m with you. I screen my calls after hours and will pick up if I"m waiting for a call or recognize a number. But not for an unknown number or cold call.
PS--I think we train our buyer/sellers how we work. It is not hypocrisy to turn into AR after hours, yet screen our calls after 5 pm. It's what you CHOOSE to do. In fact I check voicemails throughout the night, but return calls in the morning. Unless it's an emergency it can wait until 8 am.
That always helps when I am trying to put together the list of properties to view in the morning when agents don't call back to verify a property is available and the time we can see it...
I have mixed feelings about this. If you screen your calls after hours or just let them go to voice mail, it could be your next ex-client if you don't answer, LOL.
I keep my cellphone on all the time, but that does not mean that I have to answer it. You are correct that you definitely teach people how to treat you!
It took me having a baby too learn that I didn't need to answer the phone during dinner or at 8pm if I didn't want to. If I'm in a contract negotiation, yes, I'll answer my phone, but if I have no offers out there, and there are no deadlines for contingencies that day, I've stopped answering my phone, unless it's a friend.
*hanging head* Guilty! My main excuse for not turning off my phone is that it is my only connection to family and friends as well (we don't have a home phone). I'm getting better at turning it off when I'm in meetings, classes or out with clients. Some day, I may go ahead and get a 2nd cell phone designated solely to family & friends so I can turn off the work cell.
Well, my phone has NOT been shut off since I purchased it in January. It stays in the office down stairs when I get my 5 hrs of sleep, but otherwise, I will pick up. I tell my clients they can call between 7 am and 11 pm 7 days a week. I'm working anyway, and I don't mind. What's wrong with that?
Especially during this age of instant information (and gratification) my motto is:
You don't have to be the best agent to get business, just the first one to respond!
Of course, being the best has never hurt either :)
I generally don't take calls after around 8:00 pm.Still funny to me to read those ads that say "CALL ME 24/7, I'M YOUR AROUND THE CLOCK REALTOR".
Call me at 2 AM and I guarantee you that I won't answer.
Here Here!! It's 10PM.. in the last 1/2 hour I have had two text messages.. one from another agent and one from a client. They all know I am a night owl, but they also know I ussually don't answer the phone till at least 10AM :-)
Its a judgment call (no pun intended)--- I had a client that lived in another time zone, and it was necessary to take his call at unusual hours of the day.
Hi Wendy~ I guess it just depends. I am not a robot by any stretch of the imagination. If you have listings then it is probably not really fair to the sellers that require appointments or advanced notice in order for their homes to be shown. (unless of course they can be shown anytime) Or if you are in the middle of a negotiation and time is of the essence, then that would not be fair for the seller or buyer either. If you are working with or have a buyer that doesn't have bankers hours, then it wouldn't really be fair to them either, so it really just depends.... To me answering the phone if I am available, is a pretty easy thing to do. Otherwise it goes to voicemail, and I typically call back within the hour if possible.
Wendy, I work with a lot of buyers. Since they work during the day, I am often showing homes in the evenings and usually writing offers then. If I am not actively negotiating a contract, I will suggest they call during the day. But if we are in the middle of negotiating an offer, my buyers want to know right away, not the next morning.
So, Wendy, in other words, you are more than a realtor, yes? Good! I take comfort in knowing that I do not have to keep my phone on or answer it at all hours of the day and night. Being that my hours are a little more stretched than normal, I usually make exceptions, but I think that communicating set hours to any clients is key to keeping them in the loop, so to speak...they know when to expect you to be available and when you are not.
Wendy,
This makes sense. I don't always take calls after hours. I do sometimes though it varies by situation, and after 8pm unless I already know about an emergency, it's rare for me to take a call.
Boundary setting at it's finest. Realtors work weekends too, so this is essential. Thanks for the post.
Hi Wendy....an excellent post and some great comments. I do not turn my phone off, but don't answer unless it is family..
Hi Wendy,
This has been a good topic and some wonderful comments. Different stokes for different folks. Boundaries are important to establish and let your clients know. When negotiating offers and Amendments you need to be available..common sense should prevail. I think 5:30 for phones off in the real estate industry is a little early to be considered available to the clients. Customer service can be extended.
Great post Wendy!
It is always important to have your own time and yes I also believe the clients will respect you more.
I agree with Dorie Dillard though about shutting it off at 5:30. That seems a little early but whatever works for each agent! Each agent does things a little different so it is awesome to see everyones perspective on this!
Re-posted to: http://blog.showingsuite.com/
Thanks again Wendy!
Tiffany Arrant Social Media Manager @ Showing Suite
Wendy - What a great discussion here....To me it all depends on yourself, if you want to answer the phone at an odd hour than be it, it is your business, as long has you have balance in your life. I have talked with clients later in the evening because, they work odd hours during the day and/or night. Generally, I answer the phone if it is a local call and I recoginize the phone number when I'm not with a client or customers.
Wendy - What a great discussion you have started. While each of us has our own particular 'exceptions' to when we are available, we also make allowances for particular clients needs. I always teach my clients at our first meeting about my cell phone, leaving me voice messages and informing them that when I am with them, they are my exclusive focus at that moment. I don't take calls when I'm with them and tell them that is how I treat all of my clients. I will call them back as soon as I'm available. Also, working 6 or 7 days a week doesn't mean 24 hours a day. We all need down-time. Thanks everyone for adding to the discussion.
I never shut it off unless I'm in a meeting. Then I just turn down the volume not shut it off. Why would you do that and miss a potentially good call?
Patricia