KW Staff – Christina Montoya

Posted: December 11, 2007 in General, Keller Williams Staff
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Christina Montoya Christina Montoya – Director of First Impressions

Have you ever had one of those days where your cell phone is blowing up (not literally)? You know what I’m saying? It’s one of those days where you are on a call, another call is beeping in; so you switch over to the second call, and as soon as you hang up on the second call then a third call comes in. While you are on the phone with the third call, yet another call beeps in and you are looking at your phone like, “Dude, WHAT is the deal here???”

Stupid cell phone - SHUT UP Ok, keep in mind that just gave a scenario with a 4 call limit. I don’t know the exact amount of phone calls
that the front desk gets in any given day, but I’m going to take a guess.

I’m going to give some low numbers here, so bear that in mind. Let’s say that the phone rings 3 times a minute (Yeah right – maybe on a holiday). There are 60 minutes in every hour. This would be 180 calls in an hour. Now, I know that Christian gets here early everyday, because I’m here early everyday and she’s already here. So let’s say that she answers the phones from 8:30-5:30, with a 1 hour lunch break. That’s an 8 hour work day. Multiply 180 (amount of calls per hour) times 8, the work day total. This gives us an amount of 1440.

Here is the script for answering the phones at Keller Williams – “It’s a great day at Keller Williams (super chipper voice).” Caller says, “I need to talk with __________.” The scripted response is, “It’s my pleasure to connect you.”

Now, can you imagine saying that 1,440 times in ONE day? Holy moly – no no no no no no no way. I can barely deal with the amount of phone calls I get in one day.

But answering the phones is not the only thing that Christina does – patiently, willingly, and with such enthusiasm. She also handles faxes that come in, deals with packages being delivered, handles all the clients/customers walking through the door, puts up with all of us coming in and out of the front door, and so forth. What a job!

You saw her job title at the top – Director of First Impressions. It’s fitting, yes? However the people at the front desk carry themselves, body mannerisms, voice inflection, dress, and so forth, says a lot about Keller Williams. It sets a tone for the people that we have to deal with. And I think that all of would agree that Christina does an outstanding job. She is unbelievable. I am so thankful that she is upfront. Truly, it takes a gifted and qualified person to do that job. I couldn’t handle it. I promise you.

In fact, here’s an example of what would happen if me, Craig, or David ever attempted to do what Christina does –

That’s not at all a stretch. If there were a camera in my office you guys would have some funny things to watch.

Please say thank you to  Christina. We all walk by her desk numerous times during the day. We all receive transferred calls. We all benefit from her hard work. Let her know that you appreciate it.

Dustin Curlee


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