Communications: The Client Sets the Rules

Patricia, the truth is that what you have just hit on is one of the toughest things about our job! I have found that so many of my clients want to talk so very long that is just seems to burn the day away. I try to get a grip on being able to say goodbye in a tactful manner but so many just keep talking and ignore my need to say farewell! I have said, "I must get back to business as a client is waiting", and their reply is simply more talk! Got any ideas how to get a person off the phone in an eloquent, non-offending manner? I recently cut a customer loose as he would call me so he could surf! I would say, "I have to go!" and "I will send you the listings!" but he would ignore me and keep talking. He would even talk to other people while I was on the line with him! He would call me and say, "my wife and I are trying to find one of the homes you sent me and can I get the directions I emailed to him again?" Meanwhile, talking to his wife with her arguing with him. I asked him point blank if I had sent him the email, he asked his wife and she said a totally different Realtor with a totally different company! At that moment I cut him loose. The phone is a double edged sword....btw, I would like to feature this in your Weekly Blog! lol...

Good subject that bears repeating..My standard procedure when sending a email is to either text, call, or send another confirming that they received the communication.....Sending something doesn't mean it was received no more than putting a check in the mail is payment. Good stuff Pat..

Well said Pat! Excellent communication skills are needed and proper communication can make or break a deal!

Hi Pat, Jeff Dowler re-blogged this and I complimented him for it.

It is essential that we do not think it is Ok to work in a sort of vacuum where we make all the decisions and inform the clients later. When more difficult things come up and there are usually signs that they will, a good level of communication that is articulate and accurate ( all e-mails are shared), often heads off the potential for calamity. 

I discuss all this carefully and thoroughly at the time I am taking a listing and repeat it several more times throughout the transaction. This skill can really good agents apart from others.

Some great advice in the art of communication. We need to communicate or nothing gets done and it's important to know how your clients want to communicate so you can keep those channels open.

Great post...it is important to set the standard up front and make sure all parties are in agreement of the standard.

This is great advice, and always a good way to begin the relationship.  It's also a good way to talk about what those communications might entail, as you pointed out . . . things can go sideways.

Great suggestions. I especially like your point of asking how they want to communicate. Often times we set ourselves up for failure by trying to treat each client the same. We can try to be the best at everything (very time consuming and difficult) or simply be perfect in meeting their individual needs. Saves time, and builds a stronger relationship. Thanks for the tip.

You have many great points here. Especially the bad news. Never be afraid of delivering it. Sooner usually works better than later. They can take it.

I think I have to add a "fun test" for my clients to pass! :)

I find it is easier for me to communicate with them when, when I know what they want and how they want it. 

Patricia

First, I always love to read your posts.  I get a kick out of your pics used in your posts.  They are great.  I agree, follow up - I do more of it... thanks...

Patricia, I can't tell you how many times I picked up clients because they could not get a hold of the MLO. I go out of my way to notify my clients and referral partners at every turn. It's how I would expect to be treated.

Words I live by... Constant Communication Creates Client Confidence

Follow up with clients and follow through on your promises - it's actually pretty easy!

Tell it like it is, we have to, we can't sugar coat the problem and pretend it isn't there.  I think it's always better to speak the truth.  You can say it in a nice way of course but talk about it. you'll be glad you did.

Patricia Aulson/  Seacoast NH & ME

I understand that the seller's are on the "waiting" end of the deal. We are on the "busy" end. I put myself in their shoes and can really understand how long 7 days is from their perspective. Every Monday, if I make all my calls and don't leave anyone out I give myself a cash bonus. If I fail to call anyone, I have to credit them per call at closing. It has been a great tool for me. Since I have been doing this it has improved my attitude about the dreaded calls, I never miss my call time and I reward myself! Then I go shopping!

It's a good idea to ask clients what method they prefer.  I often work with very busy bees as clients.  I have two clients now who only text.  They are on the go that much, that email is an inconvenience.  They tell me not to call because they don't check their vm.  As long as we're on the same page, it's all good.  And thank the tech gods for electronic signatues.  Where would I be???

No matter what the problem is, it always comes down to communication. You nailed it Pat with this post. Your advice is timely, especially in today's market. Buyers and Sellers want the best representation and communication is everything.

Patricia

Great post Patricia!  I'm glad people are blogging about this topic.  I too set the rules earlier on with clients; if they like texts, we'll text.  Phone calls on their cell phones only?  That's what they'll get.