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Are Your Emails Doing the Talking for You?

The day of personal conversation is quickly becoming a thing of the past. We rely on text messaging and even more on our emails to be the main if not only form of communication. What has happened to that personal phone call and direct conversation with our clients? I am afraid we have fallen victim to the new age of computers and like handwriting, our keystrokes now become our voice.

Don't misunderstand the beauty and convenience of emails. They are a fantastic source to document correspondence, file, and import to your varied programs to provide validation of a touch. How about a voice on the other end of the phone? You can hear the energy, feel the hesitancy, read the pulse of the tempo of receiving some news. Then you can continue with follow up dialog to clarify or smooth over something that is misunderstood. Nothing can replace the art of conversation.

A compromise - do both, email and pick up the phone to call. Be sure to document that live conversation and make sure you do it at least once a week or more depending on your client's needs and business that may need to be addressed. Commit to being a voice that is recognized when you call and not just an image on an email. You will find that your business relationship with your clients will develop to be more like family. The call they look forward to and so should you.

Posted by Connie Goodrich, CRS (McKinney Realtor) Texas on 03/29/2009 07:06 PM

Comments (77)

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77 Comments on Are Your Emails Doing the Talking for You?

MAR

Connie, the voice seems to be dying out because no one wants to either pick up the phone and dial someone or answer it. Many don't even LEAVE voice mails and some never listen to them. I like the voice too, but like the delivered newspaper it seems to be dying off. In combination with email it is very powerful.

I could not have said it better, Connie. I manage to send hand-written notes to my entire sphere of "A" clients at least once a month. Sometimes I include a tea bag, a fun sticker they can give their children, a $5 coffee gift card, or seed packets (which I'm in the process of sending right now). Great mesage! Thanks for the reminder... Cheers,

Amy's Sweet Signature

Hi Connie,

This is very true as well as something that I am guilty of. It is just so much easier to send out an e-mail, but I do know that what is easier, is not always better.

Gary - it may be becoming a dead art but I guess you can just say I give that Vintage touch. I certainly do use email but I also call. Love email and it is sometime hard to not hide behind that keyboard all day. Appreciate the continued reading of my posts, I'm flattered.

Amy - Nice touches to your sphere. I have had people keep hand written notes and tell me that is why I got the call or the business. A simple little handwritten note has gain me thousands in income. Thanks for visiting!

Christine & Jennifer - you hit the nail on the head. I am as guilty as any using the convenience of email especially if it is a back to back day and I just do not want to get in a long conversation. But I do make that call. Thanks for visiting!

Connie, I write personal notes as often as possible. It is true that people really love them. If I get one, I put down all of the rest of my mail and open anything that looks like a hand written note first. If I do that, then I know others do too. I think you are right that it is important.

Audrey - Thanks so much for visiting and I love to find those dinosaur Realtors out there that pick up a phone and write a note ... no typing involved.

Hi Connie ~ This is an important message and good reminder. It's often so much easier to email or text and control the length of the communication that I find myself relying too much on emails, etc. It can be too easy for emails to be misconstrued so that's another reason I've found to opt for a phone call instead.

Liz

Liz - thanks for reading my post and I am so glad that agree. My hope was to remind others to think outside their computer screen and be personable.

Hey, Connie. I actually do both. If I have a phone conversation with a client, I ALWAYS back it up with an email verifying what we went over on the phone so that 1) I have backup of what we discussed on the phone and 2) we are perfectly clear what is expected. That way, there is no confusion.

MAR

It does seem like technology is moving more and more towards typing than actual voice or face-to-face. My kids are BIG texters, well.. until recently. My daughter sent 10,676 text messages in the month of February. When I calculated it, she sends 1 text per minute (yes, I took out the time she is in school and sleeping.. but didnt take out the time she eats, showers, and does homework, so that stats would actually be worse). Anyway, we removed text messages because I like to spend more time with my kids when I can see their faces.

As for business, I do not think that Text Messaging is the way to go. I have met agents that only text. Sometimes is okay, but your customers should not feel thats the only way they can reach you.

The only way to build a relationship is with the phone. Emails and text make you just a address on a machine. Call the clients!

Getting on the phone to actually talk to your clients is a must. I do like the idea of sending an email after the conversation to verify what was said.

ToulaRosebrock.com Hi Connie:

There's nothing like picking up the phone.

I recently took a listing that the sellers criticized their previous agent for never calling and always e-mailing...

COnnie, I agree... sometimes it is so easy to get lost in emailing...but, often things can be taken the wrong way. Better to clarify those things on the phone.

I thought I was seeing double . . . but, you ARE, in fact, featured twice! Congrats on that. There's always a first on AR. You're the first I've seen with two features running at the same time. What a day!! P.S. You're posts are great.

Connie - excellent post. Many times our leads only leave an email so we are left to do the best we can in hopes of receiving a phone number. When they do leave a phone number we are with them at the earliest opportunity. I feel strongly that a voice goes alot further than text.

Great post Connie, it is true, I know it is true, we all know it's true and have to commit to doing it more and being better at it.

Sound advice indeed. I send 5 PN a day, it is a habit I got into about 12 years ago and works for me.

Connie, good advice. The irony being we are all typing our responses.

Hi Connie: Those of us "of a certain age" will likely always want to pick up the phone and reach out and touch someone - as the jingle used to go. I'm not sure if the younger crowd has the same bias toward actual voice communication. I love emailing...the net...and all the wonderful new technology we have, but - especially where lead generation is concerned, or as a means to put a frustrated seller at ease - it's hard to beat an old fashioned phone call.

I am guilty of going to the email instead of picking up the phone.

oonie,

Valid point..sellers still like to hear your voice!

... did I tell you you were on fire or what !!!!!!

Tremendous helpful content you are pumpin' out Connie, and congrats on your double feature today !

(... I'm so proud for you !!!!! )

Connie, More and more of the visitors on our websites do not want to talk but work through e-mails.

John - my applause for being a great parent and putting an end to a huge detractor. I find that the younger clients use the text messaging and that goes for the young agents as well. I am 100% behind your thoughts regarding text messages.

Laura - I agree, the phone call ... do it!

Scott - one of the best ways to cover both bases, do both.

Toula - great to hear and others to read to validate the point. Thanks!!

Kristin - even with the phone things can be misunderstood but at least you can get an emotional feel and hear the voice. It just works things out better.

Carla - I'm blushing, thanks. I was totally surprised! Thanks for reading my posts.

Tim & Pam - the times things start with email you certainly go with the comfort of the customer. After a relationship is formed phone calls are great to build from that point forward.

Mike - we all do things the way it works for them. Good luck on committing to your best way to service.

Charles- Brian Buffini would be proud! Great habit that I wish I would do and need to do - I'm impressed.

Brian - yes, our phones would be ringing if we were calling so email is best for this communication.

Ken - I know I fall in that "certain age" bracket. Not old fashion, just good customer service.

Russ - if you are successful and feel good and your clients feel good then that is the right approach to your business. Now if the result aren't satisfying, a change of habit may be needed. Good luck!

Dorie - especially when it is a Southern voice that people say ... now where are you from? I get that all the time.

Sheldon- so sweet, thanks and the pat on the back ... so appreciated! Not sure what spurred on the Stars but it has been fun. Get to chat with a lot of members. I like the fire but I liked it better when you said I was smokin hot, Oh, you meant the post. As always, I do love to get your comments and as you know I still am an officer of your Post Fan Club.

I like to keep my clients on their toes--a few emails, a call or two, a hand written note and so on.

Norma - keep them surprised, I like that. Thanks for the visit!

Keeping in touch by phone is important and becoming something that happens less everyday.

Christine - I know, like many things, changes will take place and become common practice.

I couldn't agree more. It is becoming a real rarity that people pick up the phone. it used to be a handwritten note was something really special. Now it's a phone call...

Christianne - I agree with you completely. Still the handwritten notes, and now the phone call are all courtesies that should be extended.

Good points. I have been guilty of jjust text or email @ times but know that calling is as important! KM

I communicate with a lot of people via email, chat and text... but also pick up the phone to make sure that we are on the same page. It is very important to take that time to make sure that people know you are concentrating on them for that moment.

Connie- this is so true- face to face meetings and phone calls are the best way to do business and foster relationships. We do, however, have to stay on the cutting edge of other forms of communication (texts, email, facebook, twitter, etc.) to keep up with a changing society.

Kristin - it boils down to what works best for you. Good luck!

Lane - Best method is a blend of all. Making people feel special is the #1 thing to do.

JB - Absolutely, I agree. You need to be on the edge to stay in the business and be able to communicate with others the best way they wish.

Amen. Great reminder!

Connie - I still love picking up the phones and it is very good for business relationship.

Hi Connie -- You are right on. Someone said we are in a "high tech and high touch field." I couldn't agree more.

I just wanted to pop back by and congratulate you on the featured post.

I couldn't agree with you more Connie. Utilizing both mediums is critical!

I totally agree, because nothing can replace the human touch, the voice, the understanding of nuances in the voice modality indicate what the people are thinking. This is an art form that needs to be refined

Hi Connie,

Your post conveys some very important communication points that shouldn't get lost in the shuffle in the fast pace of life. All forms of communication should be utilized in conjuction with each other and are equally important.

The written note can make a person feel special that someone took the time; emails are great; telephones with people actually speaking with each other can convey emotions that an email more than likely can't (business wise I agree a phone chat should always be followed up with an email verifying the gist of the conversation -CYA); and the combo of a Webcam +instant messaging +VOIP has provided enormous pleasure to many families who are separated by many miles and circumstances.

Sue of Robin and Sue

P.S.: I forgot to add to my comment that I don't think there's any replacement for face to face contact for communication.

Again, thanks for an important reminder and congrats on the star.

Sue of Robin and Sue

MAR

Connie - great post. Seems in the world we live in, there has been a loss of communication. Even with all the technology, there is nothing better than a hand written note or phone call to a client.

Connie, This is a wonderful post, as many have already stated. I agree with the masses here. I send hand written notes, along with calls and emails. My clients, past and present, really do enjoy the hand written notes that I send. That is my best tool, ever and I'll never stop doing that. Keeps it much more personal :)

You nailed it Connie. I always greet new subscribers with a personal email video. Not for the faint of heart. But you are very right about personal communication. Not to be forsaken.

We cannot allow technology and social media to ever replace the value of person-to-person, face-to-face contact. It supplements it, reinforces it, not replaces it.

Connie - It's remember that we have to talk with people! But backing up with an e-mail is a good idea, too! Thanks!

Connie, this is GREAT advice. Technology is wonderful but actually talking is a deeper form of communication. I also really like to write personal notes and they are always nice to receive.

Hi Connie:

WOO-HOO!!!

Two featured posts in the same day!

Way to go, my friend...

Smokin' :o) <------- SMOKIN' !!!!!!!!!!!!!!!!!!!!!!!!!!!

.... Thank you Connie for such fantastic posts - you are really smokin hot 'all round' right now !

Connie - So true ! I think too many professionals have relied recently on email to be the main source of communication. It is easy and quick. But it still does not have that personal touch of a phone call. Also, there can be a lot of miscommunication and misinterpretation of an email just because of writing styles.

Very good points to remember. Its all too easy now to rush off an email, and I have had many where the actual emotion of the email was lost in the words. We really need to keep that personal touch with phone calls.

Thank you for the reminder, and you are so right.

Bettina

Thanks for the reminder ...

Connie - Guilty as charged. I do have to pick up my phone more often. Technology has taken over my life it seems and not enough of my personality comes through emais.

I make it a point to call regularly, not just email. It's easy to slip into the paper trail idea and not have real convos!!

Connie...

Great post. I agree with others that we should not use technology to replace the human to human contact. Techology is a tool and should be used as such. Keeping a solid business relationship moving forward takes trust. Trust is easier to build when you put the gadgets down and pick up the phone :)

On a side note BB just got his first IPhone. He is now running around telling anyone who will listen that he doesn't know how he ever survived without it. What? :)

TLW...ROAR!

I do mostly emails now, but thanks for the reminder that I need to make some calls.

Yes, it's still important to pick up the phone. I often use email for maintaining a paper trail during a transaction, but emails are not good when you're trying to make a point and the client mis-reads your thoughts or the context you put them in, so don't forget that there are times when it's best to pick up the phone.

Connie - I love email for documentation purposes. It's a great paper trail if you ever get into a "well you said this...." or "you said that......". It's also nice for the lesser important items. But you are also absolutely correct when you point out that talking to someone on the phone clears up exactly where both parties are coming from. YOu know the old saying that communication is only 10% what's being said and 90% HOW it is said. You can't get that from an email. Congrats on the feature!

I use email for documentation and convenience. Many times I want someone to know I am thinking of them, but just to busy to call and chat. I always appreciate an email from a friend that just says, "hello". Thanks for the perspective.

I think ultimately the more different ways you can reach out and contact and communicate with your clients the better.

Another feature worthy post Connie! Congratulations!

I'm all for the real human connection- technology is just another tool to get you to that end.

we are lazy....and want action now!! I do think that voice mail is better truly, emails lose something in the translation....

Patricia Aulson Portsmouth NH Real Estate

Connie - Let's face it, emails are way less effortful. I suspect those that communicate in person or by phone tend to be far more successful. Thanks!

Thanks Connie ... the phone calls always take more time but you are right, they are better than email!

Connie

I may be the lone dissenting voice here....and frankly, before I continue, let me say that I agree with your premise.

I have always been very high touch with my clients, referral sources, etc. I will always continue to be.

BUT....close to 2 years ago, at the recommendation of one of my partners, I migrated to an email format which has made me far MORE responsive, MORE receptive, MORE efficient, and MORE accessible than I ever was using voice mail. I think several people have indicated that it should be a blend of all, which I also agree with.

I have however seen that close to 90% of the calls I get from different partners can be efficiently handled via email, without sacrificing service one bit. Playing tag on voice mail is far more frustrating than email will ever be. I love talking to people....when they make themselves available.

You write a great post....I look forward to reading more.

Hey Connie ~

Glad to see that there are a few "Old School" thinkers left...

I appreciate you!

Connie: Thanks for the post. It's true. It's easier to compose an email and think we've touched someone. I like your thought. A combination of several things. The most effective is a personal face-to-face meeting followed by a handwritten thank-you, phone call and email in that order. I hear time and again that email is easy and that's true. It's just a little impersonal sometimes. Thanks again!

Connie, one of sellers' biggest complaint is lack of communication from their listing agent. I send a weekly update report via TopProducer and follow up with a telephone call. Sellers appreciate the consistent and varied contact. In addition, I also send notes on different occasions. Thanks for reminding us not to rely on technology alone.

Often times no one wants to pick up the phone - more and more listings say "text me" .

MAR

MORNING CONNIE! I came here to read your latest work this morning only to find out you are a "double star"! I've read both posts - this is my favorite! When I hear, "It's nice to finally talk with you." it's a sign that email communication has gone on too long! Good stuff in both posts! -- Gabrielle

It is amazing how fast things have changed that now we have to talk about remembering to speak with our clients live on the phone. Technology is changing our business so fast.

Great advise, something we seem to forget to do.

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