WHY THE NEXT GENERATION’S FEAR OF PHONE CALLS IS COSTING THEM JOBS IN ESTATE AGENCY

In today’s fast-moving, digitally driven world, communication habits are evolving at pace. Text messages, emails, WhatsApp, and social media have become the default, particularly for younger generations entering the workforce. While these tools bring convenience and efficiency, they are also quietly reshaping how people interact professionally.

From a recruitment agency’s perspective, especially within residential estate agency, this shift is beginning to create a noticeable and concerning gap. Increasingly, we are seeing candidates who are reluctant to engage over the phone, and in an industry where verbal communication is fundamental, this hesitation is directly impacting their job prospects.

The shift in communication habits

For many younger candidates, phone calls feel intrusive, uncomfortable, or simply unnecessary. A message can be carefully crafted, edited, and sent without pressure. A phone call, on the other hand, requires immediate response, confidence, and the ability to think on your feet.

While this preference makes sense in a personal context, it doesn’t always translate well into professional environments, particularly in estate agency, where speed, clarity, and personal connection are essential.

As recruiters, we are often the first point of contact for candidates entering the industry. When that initial interaction is met with hesitation to speak, delayed responses, or a preference to “keep everything over email,” it immediately limits how effectively we can assess suitability.

Why phone skills still matter in estate agency

Residential estate agency remains, at its core, a people-focused business. Despite the rise of property portals and digital marketing, the day-to-day reality of the role revolves around conversations.

Negotiators and valuers spend a significant portion of their day:

• Speaking with vendors about pricing, feedback, and strategy
• Handling inbound buyer enquiries and qualifying interest
• Chasing solicitors, mortgage brokers, and other agents in the chain
• Negotiating offers and managing expectations on both sides

These interactions are fast-paced and often emotionally charged. Buyers are making life-changing decisions. Vendors are under pressure. Deals can fall apart quickly without clear and confident communication.

In this environment, the ability to pick up the phone, build rapport, and drive a conversation forward is not just useful, it is essential.

The recruitment process: where it starts to show

The issue becomes apparent very early in the hiring process.

We regularly encounter candidates who:

• Don’t answer calls from unknown numbers (including recruiters)
• Take hours, or even days, to respond to voicemail or follow-up messages
• Request that all communication be handled via email or WhatsApp
• Appear uncomfortable, quiet, or disengaged during initial screening calls

From a recruiter’s perspective, this creates immediate uncertainty. If a candidate is hesitant to speak to a recruiter, whose role is to support and guide them, how will they perform when speaking to clients, negotiating deals, or handling objections?

Clients frequently ask us for insight beyond the CV:

• “How do they come across on the phone?”
• “Are they confident and engaging?”
• “Would you trust them speaking to our clients?”

If we cannot confidently advocate for a candidate in these areas, it becomes difficult to put them forward, no matter how strong their background may be.

First impressions carry weight

In estate agency recruitment, first impressions are critical. Unlike some industries where technical ability can outweigh interpersonal skills, estate agency places communication front and centre.

A candidate’s tone of voice, energy, clarity, and enthusiasm all contribute to how they are perceived. A short, flat, or hesitant phone call can unintentionally signal a lack of confidence or interest, even when that isn’t the case.

On the flip side, candidates who engage positively over the phone tend to stand out immediately. They build rapport quickly, ask questions, and demonstrate the very skills that employers are looking for.

Quite simply, the phone call is often the first “interview” before the interview.

The cost of avoidance

Avoiding phone communication doesn’t just create a poor impression, it can actively cost candidates opportunities.

In a fast-moving recruitment market, timing is everything. Roles can be filled quickly, particularly in high-demand areas. Candidates who are slow to respond or difficult to reach often miss out, not because they aren’t suitable, but because they aren’t accessible.

At Property Personnel, we’ve seen situations where:

• A role is filled before a candidate returns a missed call
• A client requests immediate interviews, but the candidate cannot be contacted in time
• Another candidate secures the position simply by being more responsive and engaged

From a recruiter’s perspective, we naturally prioritise candidates who are easy to communicate with. It allows us to move quickly, provide feedback, and position them effectively with clients.

It’s not a generational criticism, it’s a skills gap

It’s important to be clear: this isn’t about criticising younger generations. Many of the candidates we work with are ambitious, intelligent, and highly capable. They bring energy, adaptability, and digital awareness that the industry needs.

However, there is a clear gap when it comes to phone confidence, and in estate agency, that gap matters.

The encouraging reality is that this is not a fixed trait. Confidence on the phone is a skill that can be developed with practice and intention.

Building confidence on the phone

For candidates looking to enter residential estate agency, improving phone communication can make a significant difference, not only in securing a role, but in succeeding once in it.

Some practical steps include:

• Answer more calls: Even if it feels uncomfortable at first, exposure is key
• Practice real conversations: Speak to friends, family, or colleagues instead of defaulting to messaging
• Prepare in advance: Before speaking to a recruiter, think about your experience, goals, and key points
• Focus on delivery: Pay attention to tone, pace, and clarity, these shape how you are perceived
• Embrace pauses: You don’t need to have perfect answers instantly; taking a moment to think is fine

Like any skill, improvement comes with repetition. What feels awkward initially soon becomes second nature.

A recruiter’s perspective

From our side of the process, the difference is clear. Candidates who communicate confidently over the phone tend to progress faster, secure more interviews, and ultimately receive more offers.

Why? Because they are already demonstrating the core competencies required for the role.

They show that they can:

• Build rapport quickly
• Communicate clearly under pressure
• Engage with a range of personalities
• Represent a brand professionally

These are the qualities that estate agency employers value most, and they are difficult to demonstrate without speaking.

Final thoughts

Technology will continue to influence how we communicate, and there is no doubt that digital tools have a valuable role to play in modern recruitment and estate agency. However, they are not a complete replacement for human interaction.

In residential estate agency, conversations remain at the heart of success. Deals are negotiated over the phone. Relationships are built through dialogue. Trust is established through tone and connection.

For candidates entering the industry, the message is simple: your ability to communicate verbally matters. A strong phone manner is not just an advantage; it is a necessity.

If you are serious about building a career in estate agency, it may be time to step outside your comfort zone. Stop screening calls. Start answering them. Because in this industry, the candidates who pick up the phone are often the ones who get hired.