If we once thought our first impression was the moment someone drove onto our site or walked through the front door we might want to re-think that. Perhaps over the last few years things have shifted and our website was our first impression and how quickly someone got a response to an email request for information. We have really upped our game on the digital front and that is great but perhaps there is a forgotten skill. I often see shops where our team members do amazing on the in person tour but typically the phone portion does not align with the same type of scoring or feed back. Today our phones seem to be ringing off the hook and perhaps that is pandemic related - maybe everyone has email and Zoom fatigue but that leaves us with needing to sharpening our phone skill tactics. Some how we need to instill in our teams that this too is part of the first impression of the property. While it is most likely the second or third contact they have with us it is all going in that tally of how we are comparing to our comps.