Is Your Phone Voice Attracting–or Repelling?

 

It’s such a simple thing, but so important–the first impression you make with your voice!

Recently, I did a presentation to a group of Luxury Agent Specialists. It was about sound and its impact on others (I used the piano to demonstrate). We usually think of visual impact. But, as agents, we come across way more people initially via email or phone than we do by sight. So, isn’t it time to polish your ‘phone voice’? It’s probably the first ‘warm’ impression people get of you (I call email ‘cold communication’ because it vastly shrinks the three major ways we communicate: sight, sound, and feeling).

Here are three tips to assure your phone voice makes the best first impression. Remember, You never have a second chance to make a first impression!

Don’t Mistake Technology as the ‘End’

We are so focused on technology today, that we are in danger of forgetting to effectively use that technology. Here’s an example. When I phone an agent today, I have no idea where that agent will answer his or her phone—or from what phone the call is being answered. And, I don’t really care. Technology allows the phone to follow the agent. That’s great. Here’s what’s not so great. The agent’s message is so dull, powerless, or mumbled that it doesn’t sound as though the agent wants to talk to me. Or, the agent’s message is so long, that I’m impatient by the time I get to leave the message.

Make a Superior Phone Message

For three days, listen carefully to the tone, intent, and messages you hear in phone messages. Listen carefully to how agents, managers, and your affiliates answer the phone (including the receptionist at the office). What do you think? If you didn’t know these people, what would you think of them? Are they excited to hear from you, or are they bored? Here are 4 important tips to remember when recording your own message:
1. Stand up—you’ll sound as though you have much more energy.
2. Write out your script first—and be sure it’s not too long. I don’t really care where you’re going to be all day!
3. Modulate your voice pleasantly. Try to get some resonance.
4. Sound as though you’re looking forward to hearing from me!

Don’t Settle for One Run at It: Re-record Your Phone Message until It’s Perfect

As a musician, I would never play the piano for others unless I had practiced until the performance was perfect. Yet, when we ‘practice’ real estate, we often just ‘let it fly’ with whatever comes out of our mouths! Not good. You have too much at stake to settle for one run at it. Top Agent Magazine Advice from a musician: Practice your phone message several times before you record it. Then, record and listen critically. Don’t just use the first recording. Make sure your ‘phone voice’ is the best first impression you can make.

P. S. Managers and team leaders—two tips

1. Call each of your agents’ phone mails. What’s the impression you get? Are they professional? Do they state the company name? Do they represent your culture and image?
2. Create a quick class in phone messaging using the information in this blog.

By Carla Cross