As brokers, our success relies heavily on cultivating and sustaining robust collaborative relationships with landlords, tenants and prospects. In the fast-paced world of commercial real estate, where technology rapidly advances and new communication channels are constantly emerging, it’s easy to underestimate the significant impact of a phone call.
While emails, texts and social media messages are valuable tools and undeniably effective, there is something uniquely powerful about picking up the phone. The immediacy and personal touch of a phone call can cut through the noise of digital communication, allowing for more direct interactions. Phone calls also offer flexibility that’s hard to match. Staying accessible by phone opens doors to delivering top-notch service, smoothing out transactions and leveraging opportunities you might otherwise miss through other channels. Each call—whether it's answering questions or checking in—gives you a chance to show your dedication and responsiveness, qualities that really stand out in our competitive field.
Plain and simple: we’ve got to pick up that phone!
Elevating business through direct communication
The phone call remains a cornerstone of effective customer service and relationship building. It’s a direct, personal and immediate way to connect with clients and prospects. When you make a phone call, you convey tone, emotion and intent far more effectively and clearly than is possible through written communication. In a business where timing can be critical, you may also be moving a transaction or conversation forward far more quickly than trading email or other electronic communication.
A recent example is the success of Director Chris Lio, who secured a new client relationship with a property owner in the Portland area. The owner appreciated Chris’s commitment to maintaining open lines of timely communication. “He actually returns calls in a timely manner and follows up on everything that comes up. I met him about a year and a half ago while working on a different deal and I decided to list one of my properties for lease with him, and we got that going within just a few days. He’s just been great to work with.”
The client, who has also referred multiple personal business contacts to Chris and NAI Elliott, found Chris’s accessibility and timely follow-up refreshing. Chris’s dedication to returning calls and maintaining open communication not only secured the client’s business but also garnered positive feedback, enhancing his reputation. This example underscores the importance of prioritizing phone calls as part of your communication strategy. By doing so, you can differentiate yourself from competitors who may rely too heavily on digital communication.
Balancing communication channels
Learning the art of juggling multiple communication channels is crucial in our industry. With so many digital tools at our fingertips, we can work more conveniently, but it’s easy to fall into the trap of relying too heavily on these tools. Like most things in life, it’s all about applying the right balance. Here are a few great reasons why adding phone calls into your communication strategy is essential:
Immediate response and resolution. Phone calls enable real-time conversations, allowing for immediate responses and resolutions to inquiries or issues. This can prevent misunderstandings and demonstrate your commitment to addressing client needs promptly.
Trust means everything. The human voice carries nuances that written words cannot. A phone call can convey sincerity, empathy and enthusiasm—fostering a deeper connection and building trust with clients.
Clarity and understanding. Complex issues or detailed explanations are often better communicated verbally. A phone call allows for back-and-forth discussion, ensuring both parties fully understand the matter at hand.
Human connection. In an era of automated responses and impersonal communication, a phone call stands out as a sincere effort to connect directly. It demonstrates to clients that you value their business and are committed to investing time in the relationship.
Whether it’s negotiating a deal, managing properties or networking, the rapport developed through having a direct conversation can make all the difference in establishing trust and understanding. Nurturing those meaningful, human connections amid the digital hustle brings a people-first meaning to the work you’re doing, and that’s what clients and prospective clients remember.
Every call is an opportunity
Effective phone communication goes beyond merely making calls—it’s about fostering meaningful connections and demonstrating your commitment to client satisfaction and business excellence. Director Nick Stanton exemplifies this commitment by ensuring he always answers the phone or returns calls promptly if he cannot answer immediately. He also believes it’s crucial to demonstrate flexibility to accommodate clients' varying work hours. "My strategy for promptly responding to calls is to return them as soon as possible. As brokers, we need to be flexible and available because clients often don’t keep a nine-to-five schedule. This flexibility allows us to work around their availability and maintain good service, even if it means working at unconventional hours.”
Both Chris and Nick’s approach underscores the importance of adaptability and responsiveness in building lasting relationships for long-term success. By maintaining open lines of communication, the best brokers position themselves as a trusted advisor, prepared to seize new opportunities and provide additional services.
It’s true—digital tools offer convenience, but the personal touch of a phone call remains irreplaceable. Remember, success in our industry hinges on these human connections. Don’t underestimate the power of picking up the phone—it's a simple yet profound way to show clients that we genuinely care about their needs and are dedicated to providing exceptional service. Embrace the opportunity to strengthen relationships and differentiate yourself in a digital world.
