When someone asks "how did you get my number?", tell the truth and offer the exit in the same breath: "You filled something out on our site a while back. If that wasn't you, or you'd rather I didn't call, just say the word and I'll take you off." Most people relax the moment you offer it. The ones who take the exit get removed that minute. That honesty is what keeps you out of complaints and keeps your phone number off spam lists.
The short answer
The three hard calls are "how did you get my number," "I'm not interested," and angry. For each one: be honest, ask at most one question, and if they want out, take them out right away and mark it in your CRM. Never argue, never justify, never call back.
Step by step
"How did you get my number?" 1. Tell them the source plainly. "You filled out a form on our website about (homes / your home's value)." 2. Offer the exit immediately. "If that wasn't you or you'd rather I didn't call, just say so and I'll take you off." 3. If they stay on, go to a real question about their plans. "Since I've got you, are you still in the (area) place?" 4. If they want off, remove them and mark it the same minute.
"I'm not interested." 1. "That makes sense. Before I let you go, is it that the timing is off, or that you've already got somebody?" 2. One question. If they still say no, thank them and hang up. 3. Timing? Set a nurture date. Already have somebody? Tag it and stop the alerts.
Angry. 1. "You're right, I'm sorry to have bothered you. I'm taking you off now." 2. Then actually do it. Never argue, never explain, never call back.
"I don't remember doing that"
Common with older leads. Don't defend the lead source. "Yeah, that happens, it was a while ago. Real quick though, since I've got you: are you still in the (area) place?" Get to a real question about their house. See the old lead callback script.
How to mark an opt-out
- Phone: mark Do Not Call in your CRM. Stop all call tasks.
- Text: if they reply STOP or ask you to stop texting, your system should mark texts opted out. Never message around it.
- Email: unsubscribe them.
- If they want nothing at all, move them to your "trash" or do-not-contact stage so every plan stops. Don't delete the record; deleted leads can get re-imported and called again.
- Write a one-line note with the date and what they asked.
A worked example (illustration only)
Lead: "How did you even get this number?" Agent: "Fair question. You filled out a home value request on our website a while back. If that wasn't you or you'd rather I didn't call, just say so and I'll take you off right now." Lead: "No, that was me. I was just curious." Agent: "That's how it starts for most people. What got you curious?"
Illustration only.
How to explain it to your client
"I only call people who've asked for information on our site, and if you'd rather I didn't, that's completely fine. Just tell me and you won't hear from me again."
Watch-outs
- Know the calling rules. Federal Do Not Call rules, the TCPA, and state laws limit who you can call, when and how, especially with autodialers and texts. Your brokerage sets policy. When in doubt, ask your managing broker.
- Honor requests immediately. Not at the end of the day. The same minute.
- No "just one more thing." One question on "not interested." That's it.
- Don't argue about whether they filled out the form. It doesn't matter. Offer the exit.
- Call hours. Stick to reasonable local hours. Many rules set limits.
This is training for real estate agents. It isn't legal advice. Follow federal and state calling and texting laws and your brokerage policy.
Questions
Will offering an exit cost me leads?
Rarely. The people who take it weren't going to work with you, and offering it builds trust with everyone else.
What if they ask me to stop texting but not calling?
Mark texts opted out and keep calls only if they clearly agreed. Note exactly what they said.
Can I call them back in a few months?
Not if they asked to be removed. Removed means removed.
What if they're rude but don't ask to be removed?
Stay calm, ask the one timing question, and end politely. Note the tone.
Should I explain how lead generation works?
No. One honest sentence about where their info came from is enough.
Brian Lee Burke is the founder of PadLeaders, a Colorado real estate broker licensed since 2003, team leader of The Kenna Group at Keller Williams DTC (formerly Kenna Real Estate Group) and the author of Mastering Real Estate and The Real Estate Playbook. More about Brian.