Four Reasons Why Email and Text Are A Communication Dream
Email, texts, chats, instant messaging, pings....the list goes on and on. Technology abounds. Some are quicker than others to jump on the technology bandwagon. I hear complaints from people who say that they want to speak to live people. They don’t want to receive an email or a text. Here’s why I have learned and come to embrace each of these valuable modes of communication.
There are times when an email or a text just won’t do for providing an adequate explanation or for providing the emotional support that may be needed. There’s definitely something warmer about a phone call in comparison with a text or an email.
However, do not discount the value of email or text just yet. There are ways to utilize this technology to enhance customer service whether than detract from it. Long ago I was once an novice investor looking to purchase investment property. As I set out on my quest, I managed to find a Realtor who said she was up for the job. We headed out together on a couple of occasions. It wasn’t the match that I had hoped for. I’m definitely not a needy, hands on type by any means but this lady was missing the mark. She had a cell phone on her hip that stayed glued to her ear the entirety of our scheduled appointment. Every few minutes she would interrupt our conversation to take one of her calls.
It was from this experience that I take my philosophy on this subject. Upon my initial meeting or phone call with a client, I explain to them that I do not take phone calls when I am actively in an appointment with a client. This is to provide the client who has scheduled a time block with me the undivided attention that each and every client deserves. But does that mean that other clients are neglected? Absolutely not!
Email and text are life savers. Now I am not going to spend an exorbitant amount of time email and texting while with clients either. Let me tell you why:
1. A quick two or three word text to answer a question or set up a showing for someone is a whole lot less distracting than full blown phone conversations. Your client who is in your presence is appreciative of your undivided attention and the client or agent who needs just a quick response is also appreciative.
2. Email and text make great paper trails. So many agents hate to keep communication logs. Communication logs are just as essential as keeping transaction files. You won’t miss these communication logs until you need them. Here’s an example, I had a BPO agent apparently tell the BPO mill he was working for that he had not been able to do an interior inspection because I had not contacted him. The BPO mill supervisor sent me an email, politely asking me to cooperate. Problem solved. I simply forwarded the original email that I had sent to the BPO agent which clearly was date and time stamped showing my communication with the agent. Whoops! Sorry BPO agent, that excuse is not going to work. I’ve got evidence.
3. Email and text come in handy when an absolute after hours question must be handled. As a Realtor it can get difficult to maintain “set business hours.” Heck, as much as I love my time off, there are times when I catch somebody up at night asking me questions via email or text. If I’m awake, I am likely to respond. They are satisfied and I haven’t been inconvenienced one bit.
4. The Generation Y (born mid 1980’s and later) are not only tech savvy. They are said to be plugged into technology 24 hours a day and actually prefer to communicate by email and text. As more of the Generation Y population jumps into the housing market, you are likely to cross paths. Will you be able to adequately meet their needs is the question.
Keisha Hosea is a local Market Expert and Realtor with Keller Williams Realty. She is the Team Director and CEO of KASI Homes. Keisha Hosea and the KASI Homes team offer help to home buyers and home sellers in the Inland Empire, including San Bernardino County, Riverside County and Los Angeles County. With a Master of Arts Degree in Marriage, Family and Child Counseling, Keisha has worked extensively with families in transition and divorcing couples selling homes. KASI Homes is the place where you find Real Estate with a passion for Real Life Solutions. For more information call direct at (909) 261-6377. Visit the website at http://KASIHomes.com
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