Cadence

B-

L. · Lead

Aug 19 · 8m 13s · First-ever inbound call from L., co-owner of the █████████████████ at 250 ███████████████ (██████████████████████████), who called Ian to gauge whether his buyer client - who had toured the unit - was still interested and to share negotiation guardrails (offers above $900K, no need to approach $990K).

You spoke 58%42% L.

What worked

Extracted real negotiating intel from the seller - the other offer is above $900K but she signaled Ian's buyer wouldn't need to approach the $990K ask, and confirmed the sellers are motivated to move quickly.
Built rapport beyond the immediate deal by agreeing to communicate with L. directly going forward and trading professional info, opening a referral door.
Stayed honest and transparent about the buyer's undecided status rather than overpromising an offer timeline, which preserved trust with a first-time FSBO contact.

Exact phrases that worked — keep using these

“So would you like me to just communicate with you directly going forward or or through your husband?”Proactively clarified the best communication channel, strengthening the working relationship with the seller.

“I appreciate the call from the seller.”Simple, genuine acknowledgment that built goodwill with a FSBO seller who doesn't have to be this cooperative.

What to fix

Heavy filler density in his own speech (23 instances in an 8-minute call) makes him sound less polished and confident than the content warrants.
Was visibly multitasking during a live seller call - juggling a second call and driving - which came across as disorganized.
Talk ratio tilted toward Ian (58/42); he could have led with sharper qualifying questions instead of waiting for L. to volunteer them.

Exact phrases to fix

“I I I I'll be honest with you, like, I I represent over a 100 buyers.”Avoid saying this again - stacked stutters and filler bury the point.

“And and I'm driving too, so so I'm I'm I just pulled over.”Avoid saying this again - disclosing you're driving/multitasking on a live seller call undercuts professionalism.

Filler words23

Top filler"you know" 8x

Questions asked7

Longest monologue22s

B-

J. · Lead

Aug 18 · 9m 46s · J., a mother helping her daughter (███████████████ living in Astoria) look for a parking-friendly co-op, called in with questions about a 3185 ███████████████ listing after noticing its long days-on-market, a suspicious price-history glitch, and missing floor plans.

You spoke 49%51% J.

What worked

Ian qualified the lead's real motivation early, recognizing this was a mother scouting for her daughter's first purchase rather than someone with prior building familiarity.
He offered concrete, experience-based advice - renting a parking spot from a neighboring townhouse, getting financials disclosed in person during a tour - which built credibility.
He closed with a soft next step (asking her to send other listings that caught her eye) and committed to a clear, time-bound follow-up.

Exact phrases that worked — keep using these

“You basically pick the building, and then you go have your agent, hopefully it's me, go scout around all the neighbors.”Confident, creative problem-solving that subtly positions him as her future agent.

“Whereas if you send me a couple listings that you've kind of catch your eye, then I can get a ballpark for what you're looking for.”Good soft ask to build a target list and keep the relationship moving.

What to fix

Heavy filler usage ("like" 12x, "right?" used as a verbal tic 10x) undercuts the polished, confident tone a first call calls for.
Ian spent the opening stretch second-guessing the listing's legitimacy out loud before asking the client's story - better to lead with the qualifying question.
Only a handful of real qualifying questions were asked; budget, firm timeline, and other must-haves were left unexplored.

Exact phrases to fix

“Shit.”Unprofessional slip on a first call with a lead - avoid saying this again.

“Because because that that's not how it runs in New York City real estate cycles.”Stammering and filler-heavy; rephrase to something crisper like 'That's unusual - a listing sitting over 100 days is a red flag in this market.'

Filler words30

Top filler"like" 12x

Questions asked5

Longest monologue15s

B+

M. · Lead

Aug 17 · 20m 49s · A qualifying/needs-assessment discovery call with investor lead M. about 61 ███████████████ in Kips Bay, covering rent comps, HDFC income-restriction ████, preapproval timing strategy, and her roughly $500K one-bedroom investment budget, ending with a Thursday tour scheduled and portal access set up.

You spoke 54%46% M.

What worked

Coached her against rushing a preapproval, explaining she only needs one to tour and should wait to protect her negotiating leverage until an offer is ready.
Backed up pricing with concrete rent comps and explained the vertical-market floor premium logic clearly.
Proactively flagged that HDFC income restrictions could limit her tenant pool, then problem-solved a co-applicant workaround with her mom.
Ran a full qualifying pass on budget, unit type, timeline, and financing/mortgage status, and closed with a concrete next step.

Exact phrases that worked — keep using these

“You don't need a preapproval to tour.”Removes an unnecessary early hurdle and keeps the buyer moving without overcommitting paperwork.

“You don't wanna give them the maximum number.”Sharp, concise negotiating-leverage coaching that a first-time investor wouldn't have thought of.

What to fix

Talk ratio is close to even but leans on filler ('you know', 'I mean') 23 times in a 20+ minute call, which dilutes authority at points.
Several strings of repeated acknowledgments ('Got it. Got it. Got it. Got it.') read as scattered rather than confident.
Qualifying questions came late, after a long reactive walkthrough of her saved listings; leading with those would have framed the whole call faster.

Exact phrases to fix

“Got it. Got it. Got it. Got it.”Avoid saying this again - repeating the same acknowledgment four times reads as scattered; say it once and move on.

“It it it it closes faster.”Avoid saying this again - pause a beat and deliver the answer in one clean sentence instead of stuttering into it.

Filler words23

Top filler"you know" 9x

Questions asked21

Longest monologue26s

B+

A. · Lead

Aug 17 · 9m 43s · A qualifying/needs-assessment call with ██-employed buyer A. about her roughly $335K budget using ██FCU financing, co-op subletting restrictions given her uncertain future timeline, and narrowing down one-bedroom listings in Sunnyside/Woodside, Queens before booking a tour.

You spoke 62%38% A.

What worked

Systematically qualified budget, financing/preapproval status, down payment comfort, and target monthly carrying cost early to build a clear buyer profile.
Proactively caught a mismatch between her interest in subletting flexibility and the co-op properties she'd sent, saving her from pursuing unsuitable listings.
Gave candid, specific property knowledge which builds credibility, and closed with a concrete next step by locking in a tour for the next day.

Exact phrases that worked — keep using these

“You're using a ██FCU?”Instantly recognized her lender by name, signaling expertise and putting her at ease.

“Are you open to renovation, or you want something move in ready?”Sharp, direct qualifying question that quickly eliminated an unsuitable listing.

What to fix

Ian carried about 62% of the talk time versus 38% for the lead, more than ideal for a discovery call where the client should be doing most of the talking.
Opened the call by addressing her as "A." instead of her name, an avoidable prep/attention lapse.
Frequent stammering and repeated words undercut polish; slowing down would project more authority.

Exact phrases to fix

“Good morning, A..”Wrong name at the very open of the call; avoid saying this again - double-check the contact name before dialing.

“It it it would help with the monthly security.”Heavy stumbling weakens authority; rephrase cleanly, e.g. "That would help lower your monthly carrying cost."

Filler words5

Top filler"you know" 2x

Questions asked20

Longest monologue35s

B+

C. · Lead

Aug 6 · 2m 58s · Cold call to a FSBO seller (C.) of an investment condo at 250 █████████████████████ to qualify the property and seller and secure a same-day showing for Ian's buyer client.

You spoke 58%42% C.

What worked

Established purpose fast and moved straight into qualifying questions on occupancy, rental history, and unit condition within the first minute.
Defused the seller's confusion about Ian's role by proactively disclosing his dual NY/NJ license instead of letting the objection stall the call.
Converted the call into a concrete next step, locking in a target 1pm showing and getting the seller to commit to a callback.

Exact phrases that worked — keep using these

“is it convenient for you to come to New York and show it to us?”Directly tests seller logistics and pushes toward a same-day showing instead of leaving it vague.

“I'm a licensed in New Jersey and New York, so I completely understand.”Turns a credibility challenge into a trust-building moment by disclosing dual licensure.

What to fix

Ian held a majority of the airtime (about 58%) and stacked multiple questions back to back without pausing for full answers, giving the call a rushed feel.
Opening with the callout about AI-generated listing photos so early risked putting the FSBO seller on the defensive before rapport was built.
Repeated strings of 'Yeah, yeah, yeah' came across as a verbal tic that undercut an otherwise confident, in-control tone.

Exact phrases to fix

“the little Gemini AI image logo on the right hand side”Avoid leading with this kind of callout so early; it can feel like an accusation before rapport is established.

“Yeah. Yeah. Yeah. Yeah.”Avoid stacking repeated filler acknowledgments; a single clear response sounds more confident.

Filler words2

Top filler"like" 2x

Questions asked8

Longest monologue14s

B-

J. · Lead

Aug 2 · 1m 35s · Referral-relationship maintenance call to J., a FSBO seller in the same █████████████████ co-op building, updating him that a prospective buyer passed on touring his unit over budget and reaffirming Ian will keep sending referrals both ways.

You spoke 60%40% J.

What worked

Called J. promptly to close the loop rather than letting him wonder why the buyer never toured, opening with a direct apology that showed accountability.
Clearly explained the real reason (a roughly $50k budget gap) so J. understood it wasn't a knock on his unit.
Reinforced the informal referral partnership by explicitly committing to text J. with future buyers he comes across in the building.

Exact phrases that worked — keep using these

“So I apologize.”Leads with direct accountability for the disappointing update, which is considerate and builds trust.

“I'm gonna definitely I will text you, and then we'll coordinate.”Despite the stumble, it locks in a concrete next step that keeps the referral pipeline active.

What to fix

Speech was heavy with filler and word repetition, which undercut confidence and polish.
Ian didn't ask J. any questions about his own situation, timeline, or how his listing was going, missing a chance to deepen the relationship.
The close dragged out with repeated pleasantries instead of ending crisply once the update and next step were delivered.

Exact phrases to fix

“So so I was like, are are you sure?”Filler and stuttered repetition weaken clarity - avoid saying this again.

“I mean, they they they they're they're financing, and they they weren't gonna really pull more than”Heavy repetition makes this hard to follow - avoid saying this again; slow down and deliver the budget explanation in one clean sentence.

Filler words4

Top filler"like" 2x

Questions asked0

Longest monologue22s

B-

Y. · Lead

Jul 7 · 3m 16s · First-ever call between Ian and a New Jersey-side buyer lead referred internally by colleague T., covering time-sensitive competitive-offer strategy on an estate-sale property, cut short mid-pitch when she said she was with a customer.

You spoke 70%30% Y.

What worked

Warm, humanizing reconnection opener ("Long time no talk") after she didn't recognize the number
Framed the pitch around transparency and shared incentive ("we don't put in an offer with the intention to lose") rather than pure pressure
Gave clear market rationale (estate sale, seller behavior, deadline) before asking her to commit to anything

Exact phrases that worked — keep using these

“Long time no talk.”Light, personal reconnection line that softens a cold-feeling re-approach

“We don't wanna set ourselves up for failure.”Relatable, low-jargon way to justify the strategic advice that follows

What to fix

Never checked if it was a good time before launching into a multi-minute strategy monologue - the call ended abruptly because she was with a customer
Ran long uninterrupted stretches (32-33s) without pausing to invite her into the conversation
Used urgency framing ("we are pretty short on time... have to move quickly") instead of first confirming her availability

Exact phrases to fix

“we are pretty short on time, and we have to move quickly”Pressures the client instead of checking if she can actually talk - she turns out to be busy and the call gets cut short

“Right?”Used 6x as a filler tag question instead of a real question that would invite her to respond - drop it or replace with an actual question

Filler words13

Top filler"right" 6x

Questions asked1

Longest monologue33s

B-

P. · Lead

Jun 8 · 1m 45s · A prospective lead cold-called Ian after seeing him listed as the buyer's agent on a unit on ██████████████, asking whether he also handles selling, but the call broke up badly on poor cell reception and moved to a text follow-up.

You spoke 44%56% P.

What worked

Quickly asked two qualifying questions ("Did you currently own a property?", "What's the address?") to size up the lead as a possible seller
Recognized the bad connection immediately and proactively proposed a concrete recovery plan (call back in 15 minutes) instead of letting the call fizzle
Stayed warm and courteous through a choppy, hard-to-follow call, closing on a friendly note

Exact phrases that worked — keep using these

“Did you currently own a property?”Fast, targeted seller-qualifying question despite the chaos of the call

“I'm gonna call you back in fifteen minutes.”Commits to a concrete follow-up instead of abandoning the lead

What to fix

Never got the caller's name or a clear statement of intent (buy vs. sell) before the conversation dissolved into logistics
Repeated word stutters ("Do do me a favor," "I I I made out") suggest he got flustered by the audio trouble rather than staying composed
Let the caller redirect to text-only without pinning down a specific callback time or next step, risking the lead going cold

Exact phrases to fix

“I I I made out most of what you said.”Stutter shows he lost composure under poor audio conditions - take a breath and slow down instead

“Are you how can I help you?”Garbled, non-substantive question that didn't move discovery forward - replace with a clean, single question

Filler words5

Top filler"you you you" (stutter repetition) 3x

Questions asked2

Longest monologue17s

B-

S. · Client

Sep 21 · 14m 46s · S. opens the call saying the communication cadence has become "too much" for only one showing so far, and the two reset expectations on how listings get shared and showings get scheduled.

You spoke 45%55% S.

What worked

Ian did not get defensive — he let S. fully air the complaint, validated it ("That's fine," "I understand"), and avoided arguing with a dissatisfied client, consistent with de-escalation best practice.
He correctly diagnosed the actual bottleneck (Manhattan listing-agent scheduling friction vs. his own Queens-listing standard) and used it to reframe the delay as external rather than his failure.
He converted the friction into a concrete new workflow — she sends curated listings and blackout days, he coordinates from there — and locked in her Thursday/Friday unavailability on the spot.

Exact phrases that worked — keep using these

“So don't don't eliminate the 2,000,000 simply because you think it's stuck at 2,000,000.”Confidently reframes sticker price as negotiable and keeps her from screening out inventory — keep this framing.

“If you wanna just send me listings instead of the other way around, that's probably best.”Shows he can hand her the process without ego, directly answering her actual ask.

What to fix

This is the second time friction has built up before being addressed head-on; Ian should build in a lightweight proactive check-in (e.g., every 2 weeks) instead of waiting for the client to reach a breaking point to raise it herself.
Once he did respond to her complaint, he ran a 59-second self-justifying monologue about how Manhattan agents operate — accurate, but it delayed getting to the actual fix and risked sounding defensive at the exact moment he needed to sound most in control.
Heavy, unbroken filler (68 instances — "like" 24x, "you know" 16x, "right?" 14x) during that same defensive stretch undercuts authority; call ends without a firm next checkpoint ("look forward to seeing you this week" is vague, no explicit date to confirm the new cadence is working).

Exact phrases to fix

“So, you know, it it it it's it's a juggling act.”Rephrase: "Scheduling with these listing agents is genuinely a juggling act — here's exactly how I'll manage it from now on."

“Well yeah. But Sheema Sheema Sheema, the the everything is negotiable in your seat.”Avoid saying this again — stumbles over her name three times; say it once, cleanly: "S., remember — everything here is negotiable."

Filler words68

Top filler"like" 24x

Questions asked7

Longest monologue59s

B

D. · Client

Sep 19 · 4m 23s · Relaying the listing agent's answer on a possibly load-bearing wall and rescheduling the in-person follow-up visit around the buyer's upcoming Greece trip.

You spoke 60%40% D.

What worked

Proactively chased down the agent for a real answer on the structural-wall question instead of leaving the buyer guessing.
Handled the client's travel conflict with flexibility, offering to wait rather than pressuring him to act before Greece, which builds trust.
Gave an honest, reassuring market update (no competing offers) that let the client relax about timing.

Exact phrases that worked — keep using these

“I don't think we have much competition at this point, and I think we're in the driver's seat.”Confident, clear framing that manages expectations well — good line to reuse when there's no competing interest.

“If there isn't, then, yeah, I'm more than happy to wait until you come back from Greece.”Client-first flexibility that builds trust — keep offering to wait rather than pushing urgency that isn't real.

What to fix

Heavy filler ('you know', 'like') diluted the explanation of the agent's proposed solution — the key point got buried in verbal tics.
Only asked one real question the entire call; this was mostly one-way reporting rather than drawing D. out on his preferences or concerns.
The opening explanation ran a full 60 seconds uninterrupted — checking in with D. sooner would keep the call interactive.

Exact phrases to fix

“He offers a solution, which is basically, you know, if if you would like to visit the unit”Rephrase to: 'He suggested we do a follow-up visit with the super and contractor there in person.'

“Now, you know, just give me just give me sort of, like, an a way to contact you”Avoid saying this again; rephrase to: 'Can you give me your email in case I need to reach you in Greece?'

Filler words34

Top filler"you know" 15x

Questions asked1

Longest monologue60s

B

L. · Client

Sep 15 · 6m 8s · A mid-transaction check-in with the same client near closing, covering the upcoming bank appraisal, an outstanding DocuSign signature, contract-review reassurance, and a couple of minor punch-list items.

You spoke 59%41% L.

What worked

Opened with a tight, sequenced update (appraisal logistics, then the DocuSign ask, then contract review) instead of a rambling catch-up call
Pre-empted her appraisal anxiety with a concrete track record (zero failed appraisals) and explained the actual mechanism (giving the appraiser the negotiated price sheet) rather than just offering vague reassurance
Told her he'd already personally read every page of the signed contract and rider and explained exactly what language changed, saving her the work of reviewing it herself

Exact phrases that worked — keep using these

“I have 0% failure with the appraisal so far.”Confident, quantified reassurance that directly answers her worry — keep leading with data like this.

“you have to give the appraiser a piece of paper that says what the price we negotiated on”Explains the actual mechanism instead of just promising it'll be fine — de-risks the process for the client.

What to fix

Promised "five seconds of your time" and then ran the call past six minutes, which led directly to her losing track of the conversation at the end ("you lost me") — set a realistic expectation or reset it explicitly if the call is going to run long
Filler rate was actually higher than in the much longer lead call (41 fillers in 368s vs. 29 in 656s), with "like" alone appearing 29 times, which softens otherwise confident explanations
Only asked 2 real questions the whole call; for an update call that's acceptable, but confirming she actually agreed with next steps (e.g., which day works better for the appraiser visit) rather than just informing her would tighten the close

Exact phrases to fix

“So, like, at this point in time, like, it's not on your priority list”Rephrase: "That's not a priority right now — it can wait." Cuts the double filler.

“I I I know you're annoying.”Avoid saying this again — landed as a joke right when she was confused; better to just reassure and move on.

Filler words41

Top filler"like" 29x

Questions asked2

Longest monologue21s

B

L. · Client

Sep 3 · 8m 35s · Ian fields the seller's agent's rambling questions about relisting and venting about other agents, then walks her through submitting a 10%-under-ask opening offer for his buyer clients and locks down where to send the paperwork.

You spoke 43%57% L.

What worked

Ian pre-framed the negotiation before revealing the offer number ("the window of negotiation is 10%... don't get offended"), which is exactly why L. said the sellers wouldn't feel insulted.
He gave genuine, useful market insight (rental competitiveness, school-year timing) when L. went off-topic asking about relisting, preserving goodwill even though it wasn't the point of the call.
Closed with concrete, unambiguous next steps -- confirmed exactly who to email the offer to before hanging up.

Exact phrases that worked — keep using these

“Do not get offended by the number because my goal is to try to meet somewhere in the middle.”Pre-frames a lowball opener so the other side isn't caught off guard -- keep using this before naming any number.

“Anything under 10% is considered a lowball offer... it's a conversation.”Gives a clear, confident framework that makes an aggressive opener feel normal and expected.

What to fix

Let an 8.5-minute call run long largely driven by L.'s venting about other agents and personal comments, without redirecting back to business -- Ian's talk share dropped to 43% with long passive stretches.
Buried the actual purpose of the call (submitting the offer) for nearly two minutes behind an unrelated rental-listing discussion.
Stumbled through the actual offer number -- the one moment that mattered most in the call -- instead of stating it once, cleanly and confidently.

Exact phrases to fix

“I guess I I guess I should have started that at the start of the phone call.”Avoid saying this again -- announcing your own mistake out loud undercuts authority; just move forward.

“So it's, like, $895.05 is is the starting offer... it's it's it's it's kind of a stretch.”Suggested rephrase: "Our opening number is $895,000 -- we expect to move from there," delivered once and cleanly.

Filler words10

Top filler"you know" 7x

Questions asked7

Longest monologue27s

C

A. · Client

Sep 3 · 2m 25s · A tense, most-recent call where Ian grills A. about her lender conversation and, after she accuses him of a condescending tone, tells her to find another agent.

You spoke 59%41% A.

What worked

Asked sharp, specific diagnostic questions (tax returns, lender experience with ██████████████, co-op-specific lending history) exactly suited to a foreign-national co-op buyer.
When accused of a bad tone, Ian didn't grovel or get defensive -- he calmly offered an exit rather than escalating into an argument.
Opened with structure ("here's what I'm gonna say, feel free to take notes"), signaling intent to run an organized coaching conversation.

Exact phrases that worked — keep using these

“If you at any point feel like I'm not providing adequate service... you don't have to work with me.”Sets a firm, professional boundary without shouting or over-apologizing.

“The question you need to ask her is, have you had experience working with other ███████ in the same situation?”Gives the client a concrete, reusable script for her next lender conversation.

What to fix

Editorialized critically about the client's lender ("trying to cover her ass") -- language that likely fed the client's complaint about his tone.
Fired off rapid "Right?"/"Right." tags back-to-back while pressing for answers, which read as impatient interrogation rather than a collaborative conversation.
Jumped straight to offering to end the relationship at the first sign of conflict instead of trying one calm, clarifying exchange first -- on what became the last call with this client.

Exact phrases to fix

“She's trying to cover her ass.”Avoid saying this again -- unprofessional characterization of a third party that reads as unnecessarily harsh.

“So what what did the lender say?”Suggested rephrase: "Sorry, go ahead -- what exactly did she say?" to avoid sounding like an interruption/interrogation.

Filler words9

Top filler"right" 6x

Questions asked9

Longest monologue19s

B-

J. · Client

Aug 14 · 10m 40s · Ian coaches an anxious J. through a █████████████████████ dispute, talking him down from threatening to sue and laying out a calm, civil-conversation negotiation script.

You spoke 71%29% J.

What worked

De-escalated J. from "sue the shit out of him" to a calm, structured plan (civil conversation first, contractor as backup, board accountability later) with clear sequencing.
Named concrete leverage points (mortgage/lien exposure, negotiating target near 100% of the repair quote) so J. had a real anchor instead of just emotion.
Repeatedly modeled staying calm ("don't get emotional about this") even as J. escalated, which kept the call from spiraling.

Exact phrases that worked — keep using these

“Your goal is simply to get him to agree to pay the full 25,000.”One clean sentence framing the negotiating target — clear and repeatable for any dispute coaching.

“Always always have a conversation first.”Simple, memorable rule J. can act on immediately; a good go-to closing line.

What to fix

Talk ratio crept to 71% Ian / 29% J. with a 70-second monologue mid-call; in a high-emotion call, more short check-ins would confirm J. is actually calming down rather than just going quiet.
Filler was heavy (57 instances, mostly "like") in a call where confident, measured delivery matters most for talking someone off the ledge.

Exact phrases to fix

“That that that that's exactly that's what I correct.”Avoid saying this again — the stammer buries the point; just say "Exactly, that's what I meant."

Filler words57

Top filler"like" 31x

Questions asked8

Longest monologue70s

B

P. · Client

Aug 1 · 2m 4s · Most recent call with P., a renovation-stage client, coordinating final punch-list items (curtains, kitchen faucet, exterior light) ahead of a walkthrough and listing photography.

You spoke 62%38% P.

What worked

Ian proactively laid out a concrete plan — Monday walkthrough, a written punch-list, then scheduling photography — instead of leaving next steps vague.
Ian tracked specific unresolved vendor items (loose kitchen faucet) showing he was staying on top of the work personally.
Ian closed with a firm commitment to update the client on a specific day, reinforcing reliability.

Exact phrases that worked — keep using these

“On Monday, when I come back, let me do a walk through and make sure everything's fixed”Clear, proactive plan that shows ownership of next steps.

“I will update you again on Monday.”Concrete, dated commitment that builds client trust — keep using specific days/times.

What to fix

The first third of the call was spent on connection/scheduling banter ('did I miss you again') before getting to substance.
Ian repeated himself and used disfluent, broken phrasing several times, which reads as less polished on playback.
The sign-off ran long with a string of low-content 'okay/bye bye' exchanges instead of one clean close.

Exact phrases to fix

“It's like every single time.”Rephrase to something like 'Thanks for picking up — quick update for you' instead of dwelling on missed connections.

“You're you're you're definitely avoiding me for some Yep.”Avoid saying this again — broken sentence; drop the joke or deliver it cleanly.

Filler words3

Top filler"like" 2x

Questions asked5

Longest monologue17s

B

L. · Client

Aug 1 · 5m 18s · Post-sale logistics call about getting a contractor/buyer access to L.'s old unit the next morning (O. the neighbor as a backup key-holder), plus a quick check on the intercom trim and a door/floor-coat repair Ian was finishing up himself.

You spoke 51%49% L.

What worked

Ian proactively problem-solved the access issue by identifying a concrete backup plan (asking neighbor O. to buzz the contractor in) instead of just flagging the problem.
He gave L. a clear, specific time update (arriving at nine instead of ten) so she could relay it, keeping the logistics moving.
He stayed flexible and low-pressure about the timing ask, explicitly telling her not to worry about it if she couldn't reach O., which kept the tone easy and client-friendly.

Exact phrases that worked — keep using these

“If you're not gonna call him, then then don't don't worry about it.”Keeps the ask low-pressure and gives the client an easy out, which builds goodwill on a small logistics favor.

“But if you wanna call O., let him know I'll be here at nine instead of ten.”Concrete, specific time update that gives L. exactly what she needs to relay to the neighbor.

What to fix

Heavy stuttering and filler ('I I', 'that that', repeated 'like') clutters his explanations and undercuts how polished/confident he sounds.
He let a personal tangent (the dog barking, 'listen to this,' the cat) run for a good chunk of the call instead of nailing down the actual plan (O.'s unit number, confirmed backup) earlier.
Several points were restated multiple times in slightly different words (the wait-an-hour ask, the key fob question) instead of being asked once clearly, creating unnecessary back-and-forth.

Exact phrases to fix

“I I don't I don't mind waiting very long time when I'm care by myself”Avoid saying this again - the doubled words and rambling structure make a simple point ('I don't mind waiting') hard to follow.

“The appoint I mean, L., you just want me to wait an hour.”False start makes the question land unclear; rephrase as 'Just to confirm, L. - you'd like me to wait about an hour?'

Filler words10

Top filler"like" 7x

Questions asked8

Longest monologue13s

B

S. · Client

Apr 23 · 7m 16s · Ian calls S. the same night after learning the seller rejected their offer without countering, walking her through recovering their sunk attorney retainer and reassuring her that walking away costs them no leverage since there is no competing buyer.

You spoke 56%44% S.

What worked

Called the same evening to relay the bad news quickly and immediately pivoted to concrete next steps (ask the attorney to roll the retainer into the next deal) instead of leaving her to stew on it.
Reframed the rejected offer as a position of strength rather than a loss, pointing out there was no competing buyer pressuring them, which lowered her anxiety about walking away.
Advocated financially on her behalf, proactively suggesting she push the attorney partner to apply the paid retainer to a future deal rather than treating it as a dead cost.

Exact phrases that worked — keep using these

“There's no rush. There there's no competing buyer out there.”Concrete leverage-based reassurance that reduces the client's urgency-driven anxiety.

“Sometimes the deals fall apart. I don't think it makes sense to pay twice.”Short, decisive framing that builds trust and gives her a clear, defensible next action.

What to fix

Heavy filler usage ("you know" 21 times, "right?" as a verbal tag 12 times) diluted the authority of otherwise solid advice.
Talk time skewed toward Ian (56/44) with one 21-second uninterrupted stretch giving logistics/instructions rather than pausing to draw out S.'s own read on walking away.
Only asked about 5 substantive questions in a 7+ minute call; could have asked more about her actual comfort level with losing the parking spot before jumping to advice.

Exact phrases to fix

“So so you kinda have to kind of, like, you know, negotiate with him on that front.”Filler-heavy and vague; rephrase directly as "Push him on this directly and see what he says."

“So so it it is what it is.”Repeated three times in this call; avoid saying this again — it signals resignation instead of the proactive tone Ian otherwise strikes.

Filler words43

Top filler"you know" 21x

Questions asked5

Longest monologue21s

B

R. · Listing Agent

Sep 19 · 6m 15s · R. is the listing agent for a co-op unit; Ian relays his buyer's question about removing a kitchen wall and works toward a joint meeting with the super.

You spoke 60%40% R.

What worked

Proactively surfaced the buyer's specific renovation question instead of letting a lukewarm lead go cold.
Read the moment correctly and proposed an in-person meeting with the agent and super, turning a vague inquiry into a concrete next step.
Explicitly signaled the buyer's interest was 'strong' and 'real' to keep the listing agent engaged.

Exact phrases that worked — keep using these

“I think that's a good idea for us to all meet in person.”clean, decisive close that turns a vague chat into a scheduled next step.

“I believe the interest is strong, and I believe the interest is real.”confidently signals buyer intent to keep the listing agent invested.

What to fix

Talk time skews long (60/40) with a lot of stuttering, padded sentences.
Heavy filler ('like' 9x) undercuts authority when discussing a technical renovation question.
One 42-second monologue risks losing the other agent mid-explanation — build in more pauses.

Exact phrases to fix

“Because because I I I I believe that the interest is strong”avoid saying this again — the stutter-heavy opener undercuts the message, say it once cleanly.

“he wants the kitchen to be, like, a little bit more open concept”drop the 'like' and state the buyer's want directly.

Filler words17

Top filler"like" 9x

Questions asked2

Longest monologue42s

A-

R. · Listing Agent

Sep 17 · 1m 17s · R. (███████████████) is the listing agent for a studio on ████████████; Ian tries to arrange a Saturday showing while R. is traveling.

You spoke 75%25% R.

What worked

Clear, efficient ask up front (address plus specific request) with almost no filler.
Read the agent's travel constraint and immediately pivoted to a concrete alternative instead of pushing.
Warm, professional close that keeps the relationship open for a future showing.

Exact phrases that worked — keep using these

“I'm gonna send you my business card right now, and then I'll stay in touch with you next week.”concrete, low-pressure follow-up commitment.

“So the seller would prefer that you be present as well?”clarifies logistics up front, avoiding a wasted trip.

What to fix

Slightly redundant closing pleasantries stretch out a simple scheduling call.
Could have proposed a specific day next week on the spot instead of leaving it fully open.

Exact phrases to fix

“Have a good weekend... Take care... Alright... Bye bye.”avoid stacking multiple sign-offs — pick one and end the call.

Filler words1

Top filler"right?" 1x

Questions asked2

Longest monologue16s

B+

E. · Listing Agent

Sep 17 · 2m · E. (████████████) holds an open house on an ████████████ studio; Ian tries to arrange an off-schedule Saturday showing for a client who can't make Sunday.

You spoke 48%52% E.

What worked

Genuinely listens and lets E. fully explain the seller's showing restrictions before pushing back (48/52, one of the more even splits in this batch).
States the client's real constraint (young kid, no Sunday) briefly and specifically rather than vaguely.
Ends with a clean, concrete next step: text her and align a time next week.

Exact phrases that worked — keep using these

“I'm gonna text you my business card, and then hopefully, we can align a time next week.”simple, professional close that keeps the door open.

What to fix

Filler-heavy explanation of the client's schedule dilutes an otherwise legitimate ask.
Leaves 'next week' fully open instead of proposing a specific day/time, risking it slipping.

Exact phrases to fix

“she she has, like like, for whatever reason, Sunday is not good for her”avoid saying this again — stutters and filler weaken a legitimate scheduling constraint, state the reason plainly.

Filler words5

Top filler"like" 4x

Questions asked2

Longest monologue9s

A

L. · Listing Agent

Sep 17 · 45s · L. is the listing agent for a studio at 340 █████████████; quick call to confirm availability and lock in a Saturday showing for a qualified buyer.

You spoke 80%20% L.

What worked

Extremely efficient: address, availability check, and a confirmed time in under 30 seconds with zero filler words.
Proactively frames the buyer as 'a qualified client,' pre-selling the showing's seriousness.
Locks in the exact time immediately after getting a yes instead of leaving it open.

Exact phrases that worked — keep using these

“I'll bring up a a qualified client.”short, confident framing that signals a serious buyer without over-explaining.

What to fix

Moves so fast there's no room for the agent to ask about the buyer, which can read as transactional.
Could confirm the unit's showing status (occupied/vacant, lockbox) on the call instead of relying on a follow-up text.

Exact phrases to fix

“Yeah. Okay. I'm gonna send you a text message.”combine into one clean sentence instead of three short fragments.

Filler words0

Top fillernone

Questions asked2

Longest monologue10s

B

G. · Listing Agent

Sep 15 · 1m 1s · G. (██████████████████) is the listing agent holding keys for a showing; mid-showing call to sort out a key mix-up at the door.

You spoke 79%21% G.

What worked

Resolves a live access problem calmly and quickly without blaming the agent for the mislabeled key.
Confirms the resolution out loud ('we are in') so there's no ambiguity before ending the call.
Follows up with a text commitment to close the loop.

Exact phrases that worked — keep using these

“We we are in. I will send you a text message afterwards.”closes the loop clearly and sets a concrete follow-up.

What to fix

Rambling narration of the key confusion could be shortened considerably.
Opens on a slightly panicked note ('Oh oh my god'), which isn't ideal phone presence with a professional contact.

Exact phrases to fix

“Oh oh my god.”avoid saying this again — unprofessional reaction to a minor snag, stay neutral under small friction.

Filler words3

Top filler"right?" 2x

Questions asked3

Longest monologue31s

B+

J. · Referring Agent

Sep 3 · 3m 4s · J. (███████████████████) is an out-of-state agent handing Ian a buyer referral for a Bronx co-op; they negotiate the referral fee and next steps.

You spoke 54%46% J.

What worked

Nails down the referral fee (30%) immediately without haggling, keeping the call moving.
Lays out the exact process — email, signed referral doc, three-way call — setting clear professional expectations.
Frames the deal as relationship-building rather than just money, which builds goodwill with a referral source.

Exact phrases that worked — keep using these

“I'm gonna draft you a referral document, and it's gonna be signed by four people.”sets a clear, professional process right away.

What to fix

Accepts 'she's ready to go' at face value instead of probing the buyer's timeline or preapproval status.
Lets J.'s rambling about the client run long before redirecting back to logistics.

Exact phrases to fix

“I'm not I'm not I'm not here for the money.”good sentiment but the stutter undercuts it — say it once, cleanly.

Filler words3

Top filler"right?" 2x

Questions asked6

Longest monologue29s

B

W. · Listing Agent

Sep 2 · 3m 3s · W. (██████████████████) is the listing agent on a property Ian's buyer is bidding on; Ian gives a heads-up that the offer will land below asking and presses for competing-offer and closing-timeline status.

You spoke 66%34% W.

What worked

Proactive heads-up call before the lowball offer lands in writing, protecting the relationship instead of letting the agent be blindsided.
Directly asks about competing offers ('are we still in the driver's seat?') instead of negotiating blind.
Sets a clear closing expectation and confirms financing isn't a concern.

Exact phrases that worked — keep using these

“I don't want you to get surprised by an email... Ian didn't warn me about this.”strong relationship-management move before delivering unwelcome news.

What to fix

High filler count (14, including 4x 'like' and 3x 'obviously') weakens the professional tone during a negotiation-sensitive call.
Repeats 'do me a favor' three times back-to-back — reads as a verbal tic rather than a deliberate ask.

Exact phrases to fix

“Do me a favor. Push for mine. Obviously, everyone's gonna tell you that, but do me a favor. Push for mine.”avoid repeating this back-to-back — say it once.

Filler words14

Top filler"like" 4x

Questions asked2

Longest monologue33s

B-

K. · Listing Agent

Aug 30 · 2m 35s · K. (███████████████) is the listing agent on a Bayside unit; Ian tries to arrange a same-day showing around her open house and tight schedule.

You spoke 46%54% K.

What worked

Adapts in real time to the agent's tight schedule and proposes a creative workaround (grab keys at her open house).
Locks in a precise time (2:30 sharp) and confirms the plan back to avoid miscommunication.
Stays patient and cooperative through a mid-call scheduling scramble, keeping the relationship positive.

Exact phrases that worked — keep using these

“Is there any chance I could swing by your open house, grab the keys from you, and then bring it back to you?”concrete, creative solution instead of just asking for flexibility in the abstract.

What to fix

Says 'Right' nine times in a row as filler while waiting for her to check her calendar — reads as nervous rather than attentive.
Talks less than the agent overall (46/54) and lets her drive most of the logistics instead of proposing options himself.

Exact phrases to fix

“Right. Right. Right. Right. Right. Right. Right. Right. Right.”avoid saying this again — nine consecutive filler 'rights' while she checks her calendar, stay silent instead of filling dead air.

Filler words12

Top filler"right?" 10x

Questions asked3

Longest monologue16s

C+

E. · Listing Agent

Aug 27 · 2m 54s · E. (████████) is the agent on a rental deal; Ian calls to explain he's walking away as agent after the client's parent accused him of harassment, and to hand off the relationship cleanly.

You spoke 67%33% E.

What worked

Delivers awkward, potentially reputation-affecting news directly and promptly rather than letting it linger.
Explicitly clears the air on commission ('nothing for me to collect here') so E. isn't left guessing at his motives.
Ends on good terms, thanking E. and wishing him luck, preserving the relationship despite losing the deal.

Exact phrases that worked — keep using these

“So there's nothing for me to collect here.”direct, honest close on commission that protects the relationship.

What to fix

Very high filler count (15, mostly 'right?' and 'you know') during a call that needed to project calm control after a client conflict.
A 38-second monologue re-enacts the family conflict blow-by-blow instead of summarizing it in a couple of sentences.
Asks E. only one real question the entire call — should have asked directly how E. plans to handle the family from here.

Exact phrases to fix

“And at some point, I go, you know what? Just follow my lead here.”avoid re-enacting the dialogue with filler tics — cut straight to the outcome instead.

Filler words15

Top filler"right?" 7x

Questions asked1

Longest monologue38s

B+

A. · Voicemail

Sep 14 · 1m 4s · Ian's voicemail to ██ agent A., following up after meeting her at an open house to say his buyer party is ready to put together an offer.

One-way voicemail — message from Ian. No talk ratio to measure.

What worked

Opens with a warm, specific hook (met her at her open house with a party of three) that gives instant context.
States a clear next step and timeline: sending a text and calling back within the hour.
Efficient and on-topic with a friendly, personal sign-off.

Exact phrases that worked — keep using these

“we're ready to put together an offer package here”confident, direct buying-intent signal that creates urgency for the agent

“I'll call you back in about an hour or so”concrete follow-up window keeps the loop closed

What to fix

Never names the specific listing/address, so A. has to guess which property the offer is for.
A couple of stumbles ('the the', 'I'll I'll') suggest the opening wasn't rehearsed.
No callback number stated in the message itself, relying entirely on caller ID.

Exact phrases to fix

“Saw you at the at your open house yesterday”avoid saying this again - slow down on the opening line so it doesn't stumble

Filler words0

Top fillernone (0x)

B

D. · Voicemail

Sep 11 · 1m 43s · Ian's voicemail to listing agent D. asking to move up a private showing at 214 ████████████████ for a qualified buyer client that weekend.

One-way voicemail — message from Ian. No talk ratio to measure.

What worked

Leads immediately with name and firm, then the exact address and useful market context (5 months on market).
Offers real flexibility ('if not, not a problem, we'll find another time') which keeps the tone cooperative.
Mentions a same-day follow-up text, giving D. a second way to respond.

Exact phrases that worked — keep using these

“This is regarding 214 ███████████████, the studio that's been on the market for about five months now”leads with the specific listing and useful market context right away

“If not, not a problem. We'll try to find another time this weekend.”flexible, low-pressure tone builds goodwill with the listing agent

What to fix

Runs long at 103 seconds for a scheduling ask - the actual time request gets buried in preamble.
An unnecessary aside about other agents 'taking September off' risks sounding like a jab at colleagues.
Repeats the 'I'll send a text' line twice, which is redundant and could be trimmed for a tighter close.

Exact phrases to fix

“I know some agents are still, you know, taking the the month of September off for whatever reason”avoid saying this again - unnecessary aside that could land as a jab at other agents

Filler words2

Top filler"you know" (1x)

A-

S. · Voicemail

Aug 27 · 1m 15s · Ian's voicemail to listing agent S. requesting an early Sunday showing of a duplex condo in Elmhurst for a buyer client, offering the lockbox as an easy scheduling option.

One-way voicemail — message from Ian. No talk ratio to measure.

What worked

Opens with a warm, professional greeting and gets to the exact address and property type immediately.
Proactively offers the lockbox as a low-friction scheduling option - solves a problem before it's asked.
Concise, on-topic throughout, with a clean, friendly close.

Exact phrases that worked — keep using these

“If there's a lockbox on the unit, let me know. That's probably the easiest way to schedule.”proactively removes friction for the other agent - builds cooperation

“Have a client who would like to tour as early as possible on Sunday morning”clear, direct ask with a specific day

What to fix

'As early as possible' is vague - proposing a specific time (e.g. 9 or 9:30) would cut down on back-and-forth.
No direct callback number stated in the message itself.
Could briefly mention buyer urgency/motivation to help S. prioritize the request.

Exact phrases to fix

“whatever time you can accommodate”too open-ended - propose a specific window instead of leaving it fully open

Filler words0

Top fillernone (0x)

B+

B. · Voicemail

Aug 25 · 1m 18s · Ian's voicemail to listing agent B. about a recent price drop on 5005 ████████████████, requesting a private showing the next day with two specific time windows.

One-way voicemail — message from Ian. No talk ratio to measure.

What worked

Opens by referencing the tracked price drop, positioning the buyer as an informed, serious prospect.
Gives two concrete time windows for the showing, making it fast for the agent to say yes.
Names the exact day/date, avoiding any ambiguity about scheduling.

Exact phrases that worked — keep using these

“Noticed the price drop from two weeks ago. Just wanted to confirm whether the unit is still available”shows the buyer is actively watching the listing - builds credibility

“Client is available anytime between one to 2PM or after 5PM”concrete windows make scheduling easy

What to fix

The address comes out garbled ('███████████████████') - numbers should be spoken slowly and once.
Doesn't add a one-line reason for urgency beyond noticing the price drop.
Could pair 'still available?' with asking whether any other showings/offers are already in.

Exact phrases to fix

“This is regarding ██████████████████████”avoid saying this again - say the street number slowly and once so it isn't garbled on playback

Filler words0

Top fillernone (0x)

C+

S. · Voicemail

Aug 25 · 1m 7s · Ian's voicemail to agent S. confirming a 2PM appointment to view two units back-to-back after a dropped call, and asking him to confirm receipt of a follow-up text.

One-way voicemail — message from Ian. No talk ratio to measure.

What worked

Confirms exact appointment details clearly: the time and both unit numbers back-to-back, leaving no ambiguity.
Proactively explains the dropped-call context so S. isn't confused about a missed connection.
Gives a smart, specific reason for the double-confirmation ask (unsaved numbers filtering to spam).

Exact phrases that worked — keep using these

“the 2PM is perfect for us. If we can see the two units back to back, 29 and 33C, that'll be great.”locks in exact time and units - leaves no room for confusion

What to fix

Opens with a caught, unintended exclamation right as recording started - pause a beat before speaking.
Heavy stumbling throughout ('a a a minute,' 'I I guess,' 'the the 2PM') makes the message sound rushed.
Ends abruptly on the confirmation request without a warm sign-off.

Exact phrases to fix

“Oh my gosh.”avoid saying this again - stray reaction caught right as recording started; pause a beat before speaking

Filler words1

Top filler"like" (1x)

Good morning, Ian.

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Your last 31 calls, graded.

L. · Lead

What worked

Exact phrases that worked — keep using these

What to fix

Exact phrases to fix

J. · Lead

What worked

Exact phrases that worked — keep using these

What to fix

Exact phrases to fix

M. · Lead

What worked

Exact phrases that worked — keep using these

What to fix

Exact phrases to fix

A. · Lead

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Exact phrases to fix

C. · Lead

What worked

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What to fix

Exact phrases to fix

J. · Lead

What worked

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What to fix

Exact phrases to fix

Y. · Lead

What worked

Exact phrases that worked — keep using these

What to fix

Exact phrases to fix

P. · Lead

What worked

Exact phrases that worked — keep using these

What to fix

Exact phrases to fix

S. · Client

What worked

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What to fix

Exact phrases to fix

D. · Client

What worked

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What to fix

Exact phrases to fix

L. · Client