A Sydney real estate office handles an unusually wide mix of callers. Buyers asking about inspections, vendors checking on a campaign, landlords wanting an update, tenants reporting a repair and people hoping to book an appraisal can all be in the queue at the same time. Music and messages on hold can help sort, inform and reassure every one of them.
Different callers, different needs
Because the audience is so varied, the best hold programs for property offices include a range of short messages rather than one long pitch. Each one speaks to a different caller:
- Tenants can be reminded how to lodge maintenance requests, particularly if you use an online portal, and what to do in an urgent situation.
- Landlords can hear about your property management services, how you communicate with owners and how to request a rental appraisal.
- Buyers can be pointed to your website for open home times and new listings.
- Prospective sellers can learn how to book a market appraisal.
Ease the pressure on reception
Property management teams often field many calls about the same handful of issues. A clear message explaining how to report repairs or where to find forms can resolve some enquiries before a staff member answers, and makes the eventual conversation quicker.
Match the agency's style
Agencies in Sydney range from boutique local offices to large networks. Your on-hold music should reflect your brand. A prestige agency might prefer sophisticated, polished music, while a suburban office known for its friendly service could go for something warmer and more relaxed. Either way, keep it instrumental so your messages stay clear.
Promote your local knowledge
Sydney buyers and sellers value an agent who knows the area. Hold messages can mention the suburbs you cover and your team's experience in the local market. Keep claims factual and avoid statements you cannot back up.
Seasonal and market updates
Spring is traditionally a busy period for listings, and the lead-up to Christmas brings its own rush as people try to settle before the holidays. Updating your hold program for these periods keeps it relevant. A holiday closure message is also essential for property managers, so tenants know who to contact for urgent repairs while the office is shut.
Keep compliance in mind
Real estate advertising in New South Wales is regulated, so be careful with claims about prices, results or rankings. It is safest to keep hold messages focused on services, processes and helpful information, and to have your licensee check any promotional wording.
Small investment, every call
A professional hold program works quietly in the background every time the phone rings, whether that is ten calls a day or a hundred. For an industry built on relationships, it is an easy way to make every caller feel looked after. It also means the same clear information reaches every caller, no matter how busy the office is that day.
Get your hold program sorted
We produce music and messages on hold for real estate agencies and property managers across Sydney and New South Wales. Contact us to discuss your office and receive a free quote.