When Businesses, Buyers, Sellers, and Others Contact Me: Why I Value Upfront Information and Preparation
I receive unsolicited calls, texts, emails, and other messages from businesses, salespeople, prospective buyers and sellers, people calling about my listings, referral sources, and many others.
I don't have a problem with someone contacting me simply because I didn't contact them first.
In fact, I frequently answer calls from numbers I don't recognize as long as my phone isn't identifying the caller as likely spam or a scam.
But when someone I don't know contacts me, I'm also fairly direct about trying to determine why they are contacting me and whether continuing the conversation makes sense.
There is another reason I like knowing what a conversation is about before getting very far into it:
I like to be prepared.
If I know why someone is calling, I can often have the relevant MLS information, CRM records, property history, questions, notes, spreadsheets, research, and other resources in front of me before we talk.
That usually makes the conversation more useful for both of us.
If you're selling me something, I also generally want to understand the cost fairly early.
If you're contacting me about buying or selling real estate, I usually want to know basic information such as where and at what approximate price point.
And because real-estate agents are regularly targeted by people pretending to be legitimate buyers and sellers, there are circumstances where I also need to establish that someone is actually who they claim to be before committing substantial time—or referring that person to another agent.
These aren't intended as barriers to communication.
They're intended to help me determine what resources I should have ready and what the appropriate next step should be.
Introductory Information
This section explains my general communication philosophy and preparation.
To the Best of My Recollection, I Have Never Made a Cold Call
I don't cold call people myself.
In fact, to the best of my recollection, I have never made a cold call in my real-estate business nor hired someone to ever cold call on my behalf.
That doesn't mean I never call prospective clients. There is a meaningful difference between following up with someone who contacted me, requested information, was referred to me, or otherwise established some connection and calling an unrelated stranger who has given me no indication that they want to hear from me.
I don't personally build my business around cold calling.
That also doesn't mean I think every person or company that cold calls is doing something wrong. A legitimate cold call can introduce someone to a product or service that is genuinely valuable.
It's simply not the way I've chosen to prospect for business.
I Still Frequently Answer Unknown Callers
My not making cold calls myself doesn't mean I automatically reject people who cold call me.
If an unknown number calls and it isn't identified by my phone as likely spam or a scam, I frequently answer.
And if I discover that it's a salesperson, I don't normally immediately hang up simply because someone is trying to sell me something.
I may actually be interested.
The same applies to an unfamiliar buyer, seller, or someone asking about one of my listings.
What I want relatively quickly is enough information to determine:
What are we discussing?
Can I help?
What information should I have in front of me?
Do I need to research something before we have a longer conversation?
Answering an unknown call gives someone an opportunity to explain why they're calling.
It doesn't necessarily mean the best use of either person's time is to immediately have a lengthy conversation before I have the information and tools I would normally use to discuss the subject intelligently.
One Reason I Ask What You Want to Discuss: I Like to Be Prepared
This is probably one of the biggest reasons I prefer to know the purpose of a call in advance.
My work involves a lot of information.
Rather than trying to remember everything off the top of my head, I prefer to have the appropriate systems, records, research, and questions open in front of me.
This isn't limited to one desk or office.
I currently maintain a mobile-office setup, a home-office setup, and office setups at multiple Garrett Realty Partners locations. The specific hardware varies, but the basic idea is similar: I work better when I can have multiple relevant sources of information visible rather than constantly switching back and forth or trying to rely unnecessarily on memory.
The ideal information I want in front of me varies considerably depending on why someone is calling.
If you're calling about one of my listings
Ideally, I would like to have the MLS record for that listing open on one screen and the CRM record for the seller open on another.
That gives me immediate access to the listing information as well as the information and history I maintain for the client.
If you have a specific question, I would much rather look at the relevant information while we're talking than rely unnecessarily on memory.
Knowing which property you're calling about before a substantive conversation also gives me an opportunity to review anything important that may have changed or that I want to have fresh in my mind.
If you're thinking about listing a property
If I know before the conversation that someone wants to discuss selling a property, I ideally want several things ready.
I may have:
A spreadsheet of seller questions I've developed, with the questions varying depending on the seller's particular situation.
Information and history concerning the property itself on another screen.
A CRM page ready for the prospective seller on another screen.
Different seller situations call for different questions.
A conversation with someone selling an owner-occupied house may not require exactly the same questions as one involving an inherited property, investment property, vacant property, unusual ownership situation, or some other circumstance.
Knowing the basic reason for the call allows me to start with the appropriate framework rather than reconstructing it during the conversation.
If you're looking to buy
For a prospective buyer, I ideally want:
A CRM screen available for the buyer.
The appropriate buyer-question spreadsheet open, again with the questions varying depending on the buyer's circumstances.
The relevant MLS system open on another screen.
The MLS piece can matter more than someone unfamiliar with the industry might realize.
Depending on where someone wants to buy, I may need a particular MLS login—or potentially more than one MLS system—to properly research what we're discussing.
Knowing the location and approximate price point before a substantial conversation helps me determine not only whether I cover the area, but also which systems I should have ready.
If you're contacting me about a business, product, or service
My preparation looks different again.
Ideally, I want:
A notes page open so I can record the relevant information.
Information about the business itself open on another screen.
The appropriate business spreadsheet open as well.
I maintain multiple spreadsheets relating to businesses and business opportunities, with different spreadsheets relevant to different kinds of companies, products, or services.
If I know what company is contacting me and what they want to discuss, I can often research them and pull up the appropriate material before we talk.
That gives the caller a better opportunity to have a substantive conversation with me than simply catching me without context and immediately launching into a pitch.
Preparation Can Be Better for the Person Calling Me Too
This isn't just about making things easier for me.
Advance information can improve the conversation for the person contacting me.
If you're asking about one of my listings, having the listing information in front of me can help me answer questions more accurately.
If you're considering selling, having your property's history and the appropriate seller questions available can help me identify relevant issues more quickly.
If you're buying, having the appropriate MLS open means we may be able to look at real inventory or market information instead of speaking only in generalities.
If you're representing a business, giving me the company name and reason for the call gives me a chance to understand what you do before you spend time explaining basic information I could have reviewed independently.
Sometimes an unexpected conversation is perfectly productive.
But when the topic is important or complicated, being prepared is usually better than being surprised.
"Can We Schedule a Call?" Doesn't Tell Me Why We Should Schedule a Call
Sometimes I'll receive a message from someone asking when I have time to speak without telling me much about what they actually want to discuss.
My response may be very simple:
What did you want to talk about?
I'm not trying to be difficult.
I'm trying to determine whether a scheduled conversation makes sense and what I should have ready if we have it.
Occasionally, someone who was actively trying to reach me becomes much less responsive—or doesn't respond at all—once I ask why they want to talk.
That naturally makes me less inclined to reserve time for a conversation.
If someone would like 15, 30, or 60 minutes of another person's time, I think it's reasonable to provide enough information for that person to understand what the conversation is supposed to accomplish.
There are plenty of situations where talking by phone is faster and better than sending a long series of messages.
I use the phone too.
But getting me onto the phone isn't itself a reason that I need to get onto the phone.
And if we are going to talk, I would generally prefer to be equipped to have a productive conversation.
When Businesses Contact Me
This section covers vendors, salespeople, services, pricing, and solicitation practices.
When a Business Contacts Me, I Usually Want to Know What They're Offering and What It Costs
If someone is contacting me about advertising, software, a lead source, referral program, marketing service, business partnership, technology, or some other product or service, several basic pieces of information can normally tell me whether we should keep talking.
I generally want to understand:
What are you offering?
What company are you with?
Why did you contact me specifically?
Why do you think it might make sense for my business?
What would I actually receive?
Approximately what would it cost me?
Are there setup fees, recurring fees, referral fees, percentages, contracts, minimum commitments, or other material costs?
What are you asking me to do next?
Knowing the business and subject also lets me determine which of my own notes or spreadsheets may be relevant before a longer conversation.
Not every question applies to every situation.
But if the ultimate objective is for me to spend money, share revenue, sign an agreement, or commit substantial time, I generally don't want the price or basic business model treated as something that can only be revealed after I agree to another sales appointment.
Asking About Price Early Doesn't Mean I Only Care About Price
Price isn't the same thing as value.
I'll spend more for a product or service when I believe the additional benefit justifies the additional expense.
But knowing the price is necessary to evaluate the value.
A $100 service, a $1,000 service, and a $10,000 service may all be worthwhile. They simply require very different evaluations.
I also don't necessarily expect someone to provide an exact quote when an exact quote isn't possible.
Some businesses legitimately need more information before they can determine a final price.
Something like this may be perfectly useful:
"Most clients pay between $500 and $1,500, depending primarily on X and Y."
Now I have a general idea of what we're discussing.
That's very different from requiring a lengthy phone call, Zoom meeting, demonstration, or presentation before providing meaningful information about the cost at all.
There Are Also Identification Rules for Covered Telemarketing Texts
My preference that someone contacting me identify themselves and explain why they are contacting me isn't just a personal communication preference.
Federal telecommunications rules impose identification requirements on covered telemarketing communications.
Under FCC rules, a person or entity making a covered telemarketing communication must provide the recipient with the name of the individual making the contact, the name of the person or entity on whose behalf it is being made, and a telephone number or address where that person or entity can be contacted. The FCC's rules also provide that the applicable telemarketing and do-not-call provisions extend to telemarketing text messages to wireless telephone numbers.
The rules define telemarketing broadly as initiating a telephone call or message for the purpose of encouraging someone to purchase, rent, or invest in property, goods, or services.
That doesn't mean every unsolicited business text is necessarily unlawful if it doesn't contain every piece of identifying information. The legal treatment can depend on the type of communication, the number being contacted, consent, an existing relationship, whether the communication is actually telemarketing, and other circumstances.
But it does reinforce a basic principle I think is reasonable even apart from the law:
If you're contacting someone because you want their business, clearly tell them who you are, what organization you're representing, and what you're contacting them about.
I shouldn't have to exchange several messages—or agree to a phone appointment—just to learn the identity of the company trying to sell me something.
I Try to Give Prospective Clients the Same Kind of Information I Want From Others
I don't think it would be particularly fair for me to insist that businesses be transparent with me while deliberately hiding comparable information from people considering doing business with me.
That's one reason I publish substantial information about what I offer both sellers and buyers.
My seller packages publicly explain my different listing package and commission options, many of the services included at different levels, important limitations or qualifications, and pricing for numerous optional services.
I also maintain a detailed page explaining what I offer buyers, including many of the services, tools, resources, technology, research, and other forms of assistance that can be available to people working with me.
There are still circumstances that require discussion. Real estate has too many variables for every possible situation to fit neatly onto a webpage.
But I don't want someone to have to sit through a sales presentation merely to learn basic information that I could reasonably make available beforehand.
A prospective seller can review substantial information about my services and fee options before scheduling a listing appointment.
A prospective buyer can review extensive information about what I offer before deciding whether they want to move forward with a conversation about representation.
If someone looks through those resources and determines that I'm not a good fit, I would generally rather they figure that out before both of us spend unnecessary time on an appointment.
If what they read makes them more interested in working with me, the eventual conversation can also start at a much more informed level.
I appreciate the same courtesy when I'm the prospective customer.
What Makes Me More Receptive When a Business Contacts Me
A straightforward message works well with me.
For example:
"Adam, I work with ________. We help real-estate agents with ________. I contacted you because ________. Our typical cost is ________, with ________ additional fees. If that sounds potentially useful, I'd be glad to explain further."
Now I can make an informed decision.
I also know what company to research, what notes to open, and which of my business spreadsheets may be relevant.
I might say no.
I might ask a question.
Or I might want to have a longer conversation.
All three are legitimate outcomes.
The person didn't waste my time, and I don't have to waste theirs.
What Generally Makes Me Less Receptive
Several things tend to have the opposite effect:
Repeatedly asking me to schedule a meeting without explaining why.
Calling repeatedly while withholding what the call is actually about.
Refusing to give even approximate pricing when there appears to be no practical reason not to.
Making me sit through a substantial presentation merely to discover the basic business model.
Vague references to an "opportunity" without explaining what the opportunity actually is.
Artificial urgency where there is no meaningful reason for the deadline.
Focusing heavily on potential revenue while avoiding the fees or percentages required.
Answering a straightforward question with another request to schedule a call.
A prospective buyer or seller repeatedly avoiding basic questions such as location or approximate price point.
Providing information that is inconsistent or makes it difficult to establish whether the person is actually who they claim to be.
Continuing to push after I've clearly said an offering isn't a fit.
None of those things automatically proves that the underlying person, company, or opportunity is illegitimate.
They simply make me less interested in proceeding without additional information.
I Understand Why Salespeople Prefer to Get Prospects on the Phone
There is another side to this.
Some people are much better at explaining what they offer verbally.
Some products are complicated.
A demonstration can reveal benefits that don't translate well into a short email.
And businesses understandably design their sales processes around what they believe is most likely to generate sales.
That's fine.
But their preferred sales process and my preferred buying process don't necessarily have to be identical.
A company might prefer to give me a 30-minute presentation before discussing price.
I might prefer to know whether we're discussing $300 or $30,000 before committing 30 minutes—and to have information about their company and the appropriate notes in front of me before the meeting begins.
Neither side needs to be offended.
We can simply determine whether there is enough potential fit to keep going.
When Buyers or Sellers Contact Me
This section covers coverage area, price point, preparation, fraud screening, and referrals.
When a Buyer or Seller Contacts Me, Location and Price Point Matter Early
The information I need is somewhat different when someone contacts me about buying or selling real estate.
One of the first things I generally need to understand is:
Where?
Another is:
At approximately what price point?
That's because my geographic coverage isn't simply a fixed boundary.
Where I personally represent buyers and sellers can depend partly on the location, property value, MLS coverage, circumstances, current workload, and other factors.
I've published a detailed coverage map and explanation of the areas and price ranges I serve.
That means a message saying:
"I'm interested in buying a home. Can we talk?"
doesn't give me enough information to even know whether I'm likely to be the appropriate agent—or which MLS system I should have open.
Something like this is far more useful:
"I'm looking to purchase around $350,000 in Williamsburg or James City County."
Now I have context.
I can determine whether the location and price point are within an area I would likely serve, which MLS resources are relevant, and which buyer questions may apply.
Likewise, a seller telling me the location of the property and approximate anticipated price gives me enough information to begin determining what options make sense and to pull up information on the property itself before a substantial conversation.
I'm not asking those questions merely to qualify someone based on how expensive their property is.
I'm trying to determine whether I personally cover their circumstances, how I should prepare, and what the best next step is.
If You're Outside My Coverage, I May Be Able to Refer You—but a Referral Isn't Automatic
Being outside of my own direct coverage doesn't necessarily mean I can't help.
Depending on the circumstances, I can sometimes research and provide a referral to another real-estate agent, including in areas far outside the markets I personally serve.
I explain that process in much more detail in my article on real-estate agent referrals.
But I don't want to treat referrals as simply handing an unknown person's telephone number to another agent.
If I am going to tell another professional that someone may be a legitimate prospective client, I want reasonable confidence that I'm not simply transferring a scam, fake lead, or someone misrepresenting who they are.
A referral can also involve learning enough about someone's circumstances and preferences to identify an agent who may actually be a good fit.
That requires more information than:
"I need a Realtor. Who do you know?"
Why I May Want to Establish That a Buyer or Seller Is Legitimate
Real-estate agents receive fraudulent contacts from people pretending to be buyers and sellers.
I've personally received enough of them that I've written separate resources on fake or "catfish" buyers targeting real-estate agents and catfish sellers targeting real-estate agents.
Sometimes the scam is relatively easy to identify.
Other times, a fraudulent buyer or seller initially looks like a legitimate prospective client.
Because of that, an unknown buyer or seller may occasionally receive questions or verification requests that someone who came to me through an established relationship would not.
For buyers who initiate contact with me and whom I don't already know, this is also one reason I typically prefer a face-to-face video conversation before activating a property search. I explain that in my search activation policy.
This isn't an assumption that every unfamiliar person is fraudulent.
It's recognition that fraudulent people sometimes intentionally present themselves as ordinary prospective clients.
I'm Especially Careful Before Sending a Potentially Fraudulent Contact to Another Agent
There is an additional consideration when someone wants a referral.
Suppose I can't personally represent someone because of the location or circumstances.
It would be easy to say:
"Here's another agent. Call them."
But if I have significant reason to question whether the person contacting me is genuine, that simply transfers the problem to somebody else.
I don't think that's a good practice.
Before personally referring an unknown buyer or seller to another agent, I may therefore want more information or some reasonable verification that the person is legitimate.
The level of verification can depend on the circumstances. There isn't necessarily one identical process for every person who contacts me.
The principle is simpler:
I don't want to knowingly or carelessly send another professional a fraudulent lead.
Even If I Can't Personally Refer You, I May Still Be Able to Help You Find an Agent
There is an important distinction between:
"I can personally refer you to an agent,"
and
"I can help you understand how to find a good agent."
Those aren't the same thing.
There can be situations where I can't personally represent someone and where I also don't believe a direct referral from me is appropriate.
That doesn't mean the person has no resources available.
I've put substantial detail online about what consumers can investigate themselves when choosing an agent.
Buyers can use my guide on what to look for in a buyer's agent.
Sellers can use my guide on what to look for in a listing agent.
Those resources can be useful whether I personally make a referral or not.
In some cases, directing someone to information that helps them evaluate agents themselves may be more appropriate than putting my own name behind a specific referral.
What Makes Me More Receptive When a Buyer or Seller Contacts Me
For someone contacting me about real estate, a useful initial message can be equally simple.
For a buyer:
"I'm looking to buy around ________ in ________. My approximate timeframe is ________. I found you through ________."
For a seller:
"I own a property in ________ that I'm considering selling. I believe it's worth approximately ________. I found you through ________."
For someone asking about one of my listings:
"I'm calling about your listing at ________. I wanted to ask about ________."
None of those messages needs to be a complete consultation.
They simply give me enough context to respond intelligently and, when possible, prepare before we talk.
The Bottom Line
Direct Questions Usually Have a Practical Reason Behind Them
So if you contact me unexpectedly and I respond with questions, there's usually a reason.
If you're selling me something:
What is it, what company are you with, why might it be useful to me, and what would it cost?
If you're calling about one of my listings:
Which property and what would you like to know?
If you're a buyer:
Where are you looking and at approximately what price?
If you're a seller:
Where is the property, approximately what is it worth or likely to sell for, and what are you hoping to accomplish?
If I'm considering referring you:
What do you need, and do I have reasonable confidence that you're a genuine prospective buyer or seller?
Those questions let me determine much more quickly what I can actually do for you.
They also tell me what I should pull up before we talk further.
This Is Ultimately About Better Conversations and Respecting Time on Both Sides
I don't think every business needs to publish every price.
I don't think every buyer or seller needs to provide their life story in their first message.
I don't think every unfamiliar person should be treated as a scammer.
And I don't think every unsolicited call is automatically objectionable.
My preference is much simpler:
Give each other enough meaningful information early to determine whether continuing makes sense—and enough context to allow the other person to prepare.
What are we discussing?
Why are we discussing it?
What would it likely cost?
Which property are you calling about?
Where are you trying to buy or sell?
At what approximate price?
Which MLS system is relevant?
Can I personally help?
Would a referral make more sense?
Is there enough information for me to responsibly make that referral?
What records, questions, research, or notes should I have in front of me before we talk?
Those questions aren't intended to shut down conversations.
They're intended to make the conversations that do make sense more informed, efficient, and productive.
That's how I prefer businesses to communicate with me.
It's how I try to communicate with prospective real-estate clients.
And it's why, when someone I don't know contacts me, I may ask some fairly direct questions before deciding what should happen next.
Related Resources
Sources Cited
Adam Garrett — What Adam Offers Buyers. Detailed overview of services, tools, resources, technology, and other assistance available to prospective buyer clients.
Adam Garrett — Realtor Adam Garrett's Central & Eastern VA Seller Packages. Public information about listing packages, commission structures, included services, limitations, and optional services.
Adam Garrett — Coverage Map. Explains Adam's geographic and price-dependent buyer and seller coverage.
Adam Garrett — Real Estate Agent Referrals Across the Globe. Explains Adam's approach to identifying and researching potential referral agents.
Adam Garrett — Catfish Buyers Targeting Realtors. Discusses fraudulent prospective-buyer contacts and circumstances where additional screening may be appropriate.
Adam Garrett — Catfish Sellers Targeting Real Estate Agents. Discusses fraudulent prospective sellers and indicators that may warrant additional verification.
Adam Garrett — Search Activation Policy. Explains Adam's process for establishing searches for buyers he does not already know.
Adam Garrett — What to Look for in a Buyer's Agent / What to Look for in a Listing Agent. Consumer resources for independently evaluating prospective real-estate agents.
AI Disclosure: AI was used in the development and editing of this article. The views, experiences, policies, and business practices described are Adam Garrett's, and the article was reviewed and approved by Adam prior to publication. For more details, see How I Use AI in Real Estate
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