Not Returning Phone Calls

[Bobby Bucks]

There seems to be a plethora of reasons for us not to return phone calls. Irate borrowers, pushy real estate agents, surly loan officers, crackpot homeowners with the house from hell, you name it.Like some of you, I have caller ID and use it religiously. When you talk to the wacko who uses
up 30 minutes of your time for free, don’t post in here and expect me to sympathize with you. He probably called me 10 times and you chose to be the dupe who answered the phone. Time is money.
That was a choice you made. What I would like to see is list of instances where we MUST return the call.
I realize that we only have to die and pay taxes, so I hope you can appreciate my use of the word “must”. These are the only times I can think of.

1. A call from underwriting about a report being processed.
2. A call from your state board.
3. A call from law enforcement authorities.
Can anyone think of any other cases where one must return the call?

 

[Blue1]

Looks like you covered it pretty well Bobby. Maybe one more, I ALWAYS answer a call about an invoice needed in order for me to be paid.

 

[Mountain Man]

I return all calls from clients and customers. If they start getting irrate, or act like they just want to vent, I cut them off and politely say that I will talk about the appraisal/appraisal process. But am NOT willing to defend myself against meaningless accusations. If they continue, I politely say "this call is over".... click.

My personal order of call return priority is:
1. LO or UW from good long time client.
2. Customer's call (if the lender gives me permission to call )
3. Calls from unknown or new clients.
4. Calls from RE agents.
5. Calls for status updates from AMC's

Note who is at the bottom. They only get a call if I have an 800#, and if I get caught up on work.

But as for MUST calls, I think your list is probably close to true.

 

[Mike Simpson]

This call is over...click??? Wanna talk about making somebody really mad!!!

There comes a time when one gains enough experience and pretty much can guess what the caller on the other end of the line wants. This is not a psychic ability, but results from fielding numerous such calls over the years. It's not unethical or unprofessional to let someone leave a message and respond at a time convenient to you. I don't believe I'm required to drop everything to answer the phone--I don't believe that's making the best use of my time, and I don't believe it's the most productive way to handle an angry caller.

I'm a professional and must conduct myself accordingly, and as such I'm not going to let a borrower--unknowledgable in appraising--or a pandering real estate agent unload on me. I've learned from past experience that I'm liable to unload back--I've a very low BS tolerance.

I have caller ID and I use it to my benefit. I feel I must answer the phone when it's a valued client on the other end, and I happen to be in the office--otherwise I get back to them as quickly as I can.

Funny, but I think few other topics have resulted in such a volitile debate.

-Mike

 

[Mountain Man]

I'm a professional and must conduct myself accordingly, and as such I'm not going to let a borrower--unknowledgable in appraising--or a pandering real estate agent unload on me. I've learned from past experience that I'm liable to unload back--I've a very low BS tolerance.

That is what I mean when I say "This is call is over...click!" I do not sit on the phone and let ANYONE belittle me.
But I was taught long ago to handle your "problem calls" first thing in the morning. My old broker used to tell us: if you knew you had to swallow a frog....... it's better to do it first thing in the morning, so you don't think about the taste all day long. Besides, frog legs are pretty good.

 

[Rich Hahn]

Calls to Answer
1. Your wife/husband
2. Your mother(usually)
3. Your accountant.
4. Your bank.
5. Agent's office and hope they are giving you lock box directions.
6. Publishers Clearing House.
7. Good clients.

Could you imagine not having caller ID.

Now go out there take a deep breath and answer that phone!

Whats worse are fax's from attorney's offices, till you figure out whats up.
our office was called today asking for our address, "123 anywhere st. your town usa".
Why do you ask?.
"We need it to send the appraisals to the court"
WHAT APPRAISALS?!
"Oh the Judge needs a price list and address before he can order an appraisal for the state"
ya thats what I thought(gulp).

 

[Carnivore]

My cell phone srvice provides caller ID. This is helpful except when I am driving along and its bright day light, Cant read the number.

not to worry, My cell phone allows me to assign differnt tunes or sounds to each number. So I assigned a nice sounding sound for my current gal friend. Then I assigned a horrible sound for my ex-wife. I gave a specific sound for all clients. Everyone thing else is a common sound.

So far so good. I can avoid calls just by the sound or I can grab it quick if I want to talk with that person.

tee hee

 

[larryhaskell]

The vast majority of the time I call an LO, realtor, etc., I get a live voice or a recording telling me they're not available but would I like to leave a message. Turn about is fair play. If I know the person on the other end is going to rant and rave, I prefer to have the conversation on my terms when I can be prepared rather than take a cold call and have them jump down my throat. In addition, when I'm in the middle of a report, I believe I'm doing a disservice to the client waiting for the report I'm working on to stop everything and listen to some knucklehead that can hardly wait to tell me how stupid I am for not doing what they wanted. If I check later to find out who called, I usually know the reason their calling and I can have the file ready if necessary or have permission from my client to discuss the report with the caller. Rest assured, the person calling you to rant and rave is prepared when they call and want to catch you off guard. When we talk, it will be on my terms, not theirs.

 

[Mike Garrett RAA]

Might add to the list..... Government agencies such as VA and FHA or the IRS!

Guess I am a sucker but if I am here...I answer the phone.

 

[Travis McGee]

Tip for a way to get off the phone: "I have an appointment, I'm running late, :usa: thanks for calling, bye."

I do not return owner's calls , if they get me on the phone I say we are not allowed to discuss appraisal with them. I screen calls, lately try to return all but the most critical at the end of the work day. Attorneys charge by the mintue for phone consultation- why not us? We can offer realtors that option if they want to talk to us. Ask for their credit card number and see how long they want to stay on the phone with us if they are paying.