There are a handful of phrases agents should never say, and almost every agent says them every day. "I'm just following up." "No worries." "Is that okay?" "What do you want to do?" Each one makes you sound like a salesperson, gives away your authority, or invites a no. Swap them for direct, helpful language and your calls get shorter, warmer and more productive. Here's my list, with the replacement for each.
The short answer
Drop the filler, drop the apologies, and drop the questions that hand the decision back to the client. Replace them with a reason for calling, a recommendation and a next step.
The never-say list
| Never say | Why | Say instead |
|---|---|---|
| "I'm following up" / "just checking in" | Sounds like a salesperson. Nobody wants to be followed. | "Last time we talked in October, you mentioned (their words). Is that still the goal?" |
| "No problem" / "no worries" | Suggests their answer could have been a problem. | "I understand" or "that makes sense." |
| "Is that okay?" | Weak, approval-seeking, and it invites a no. | "The next step is..." or "Here's what I recommend." |
| "I don't want to bother you" / "I know you're busy" | Desperate, and faintly pressuring. | "I'll be brief" or "I'll keep this quick." |
| "I'm just calling" | Apologetic and low value. | "I'm calling because..." or "The reason for my call is..." |
| "What do you want to do?" / "Let me know what you think" | Closing killers. Good agents give direction. | "The next step is..." or "Let's set a time. Weekdays or weekends?" |
| "Are you ready to buy?" | Feels like a commitment test. | "Are you just browsing, or thinking about moving soon?" |
| "Would you like to schedule a meeting?" | Formal and stiff. | "Would it help if I sent you a few homes that match what you're after?" |
| "I'd love to be your agent." | It's about you. | "I'd love to help you find the right home." |
| "Do you remember me?" | Makes them do the work. | Remind them: "We talked in March about your lease ending." |
| "I don't remember what we talked about." | Says you weren't listening. | Read your notes first. Open with their words. |
Words that lower resistance
- "Just curious..." "Just curious, are you looking now or getting a feel for the market?"
- "I can help with that." Positions you as the solution.
- "Would it help if..." Sounds like a favor, not a pitch.
- "I noticed you were looking at..." Feels personal because it is.
- "Here's what I recommend." Gives direction without pressure.
Step by step: fixing your own calls
- Record a few of your calls (with consent where required) or have a teammate listen in.
- Count the never-say phrases. Most agents are shocked.
- Pick one to drop this week. Just one.
- Write the replacement on a sticky note on your monitor.
- Next week, pick the next one.
A worked example (illustration only)
Before: "Hi, it's Pat. I'm just following up. I don't want to bother you, but is now okay? Let me know what you want to do about the house on Elm."
After: "Hi Jordan, it's Pat with Main Street Realty. I'm calling because the house on Elm just had a price change, and you'd said it was your favorite. I'll be brief. Want to see it Thursday at 5 or Saturday morning?"
Same agent, same lead. The second one gets an answer.
Illustration only.
How to explain it to your client
You won't explain this to clients, but they'll feel it. When a client says, "You always get right to the point":
"Your time matters. I'd rather call with a reason and a clear next step than waste five minutes of your day."
Watch-outs
- Direct isn't pushy. You can be warm and direct at the same time. Tone matters as much as words.
- Match their energy. Short and direct? Mirror it. Chatty? Ask open questions. Hesitant? Reassure them.
- Don't swap one script for another. The goal is to sound like a person who knows what they're doing.
- Recording calls has consent rules that vary by state. Know yours.
This is training for real estate agents. Follow federal and state calling and call-recording laws and your brokerage policy.
Questions
Is "just checking in" really that bad?
It tells the person you have no reason to call. Always bring a reason: a home, a number or their own words.
What if I say "no worries" out of habit?
Everyone does. Replace it with "that makes sense" for a week and it sticks.
Isn't "what do you think?" respectful?
On its own it hands them the work. Give a recommendation first, then ask what they think of it.
How do I sound confident if I'm new?
Know your next step before you dial. Confidence is mostly knowing what to say next.
Should I ever apologize for calling?
If you called at a bad time, yes, once. Otherwise, you're calling to help.
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.