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The Key To Communication Is Desire, Not Technology

"I guess we have an open house this weekend? Just because we are out of state doesn't mean our Realtor should not update us."

We have more communication options at our fingertips than at any other time in history. Communication technology is so pervasive, we are left without excuses for sharing any piece of important information in a timely manner.

The consumer quote shown above was a "tweet" from ymiris on Twitter. I don't have a clue what the back story is to this social message. It doesn't matter. In communication, perception is reality.

He's right even if he's wrong. He's right even if the Realtor® "tried" to update them. Why? Good communicators make it their responsibility to ensure that their messages are understood. They leave the listener with no doubts.

In my own personal experience, the part of the home selling process that should be the simplest - communicating about what's happening in the process - is the one that has been most disappointing to me. But it is not surprising to me.

Effective communication has nothing to do with technology.

Effective communication is possible without being a part of the technorati. You don't need any of the latest, greatest internet communication tools that are available today. You don't need an iPhone. You don't need Twitter or a Facebook account. You don't need a MySpace page, Jott or Utterz.

You just need a desire to communicate. And maybe a working telephone.

Jeff Turner aka respres

Posted by Jeff Turner on 04/05/2008 05:15 PM

Comments (41)

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Originally posted at: Turner's Perspective: The Key To Communication Is Desire, Not Technology

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41 Comments on The Key To Communication Is Desire, Not Technology

APR

2008

Jeff, I agree with you. Communicating properly to your target audience is all you need. But, technology does make it easier to get your message out faster and to a larger target audience. AJ

I agree. Perhaps it's difficult for agents to communicate to many sellers today because many of them have nothing to say. Nothing is happening with the house. But even if all the agent does is tell the seller what marketing efforts have been done in the past week -- that's communicating.

Alan... Yes, technology makes it easier to execute, if you are a good communicator. No question about that. But technology can't make you a good communicator. In fact, prevalence of technology raises the bar.

And I'm certainly NOT saying you should be using every tool the make sense.

We need to ask our clients - how would you like to be contacted, and how often?

Marlene... you are correct. A vacuum is not what you want. Fill the dead air with something.

Georgina... understanding and setting communication expectations early in the process is one of the keys. No question. Not doing that is probably the biggest mistake. We've all made it once or twice or a hundred times, I'm sure. I know I have. And probably will again. It's a discipline.

You did it !! I love it. oh yea the post is true. It goes both ways, I have sellers that left for Spring Break, didn't tell me. One Realtor is trying desperately to show.

Communication is the "Alpha and Omega" in any relationship, I'll continue to work on. You are so right!

Your post is so true. Boy, does it look different than the last time I visited. Did you have a blog makeover?

My goal with each client is to make sure I know when and how much communication they want to hear from me. Most of my sellers simply want a weekly update to tell them what happened (if anything) and what I was doing for them the past week. Buyers want more frequent updates of homes that meet their needs. Finding out the expectations ahead of time has made my life much easier.

Best,

Scott

You gave me a chuckle.

Agents with every tech gadget known aren't going to communicate any better than without if they don't care.

I call agents regularly who tout their "technology skills" and they don't even answer their cell phone.

Agents buy tech, they don't necessarily use it. I send e-mails to 5-6 agents and one will return my message within 12 hours, my window for referrals.

I can't figure it.

Bad habits are bad habits. I don't care what gadgets you have available. Like Lenn I can't figure it!

Instant, churning business intelligence - I've enjoyed your coverage of Twitter. The last post and some of my own searches made for some fascinating reading. How much to pr / communications firms charge for this type of data? It's the new focus group.

Jeff...on target, as always. The key is knowing *how* the client wants you to communicate with them, and then reaching them in that way...

Cheers,

Heather

Technology is no more than tools. You still need to do the job. Great reminder that good old fashioned communication is critical. A simple phone call goes a long way.

Effective communication is paramount to any successful relationship and it is our responsibility to do so!

Communication is extremely important during the process of selling or buying a home. Sometimes I think Realtors are apprehensive about talking with sellers when there is not a lot of showing activity.

Karen, no blog makeover. :) I was showing solidarity for a few who have been told not to use custom CSS in their AR posts. :)

Lenn... exactly my point. And I can't figure it either.

Randy... exactly. These are tools. In the right hands, they do great things. In the wrong hands, not so much.

APR

2008

Communication is a two way street. We make every every effort to keep in communication, but sometimes those we need to contact can not be reached. In those cases we keep trying, and we document our attempts.

Enjoyed the banter about communication. Keeping the channels of communication open is always key to good relationships... it's just figuring out which language to speak that can be a challenge.

This is simply the most critical part of our responsibilities as REALTORS. I used to send out evaluations for our company and the most common complaint or compliment related to communication or the lack there of.

Something to them every week and at least once a month face to face if possible.

Jeff~ From an assistant who works virtually, communication can come in so many forms, some easier than others. But follow-through and confirmation is the most important. In some cases I've learned that the hard way:)

Sometimes in a very slow market there is not much to say. You can't just say I am not going to call because I have nothing to report though. As a Realtor you need to pick up the phone and say to your client I am just touching base. People always want to know what it going on even if the answer is nothing.

When I am interviewed for a listing that someone chose not to extend a listing with someone else, that is the #1 complaint. Not, they didn't market, they didn't show, they didn't do what I asked. Not even - they didn't get it sold (but that is a close 2nd). Its almost always - they didn't communicate.

Hey Jeff - when we ask clients what the single most important aspect of choosing a Realtor is, the answer is COMMUNICATION!!! We get a lot of expired business because of communication issues.

And something else that is very simple and "doable" - ANSWER THE PHONE!!

Jeff, you are absolutely correct! I am always available to my clients via phone and/or the internet - whether they or I am out of town or not! If I will be out of reach via telephone, they will know it before I leave, and I will have someone covering for me. That doesn't happen often, but just as communication is key with our children, our spouses, our friends, so is it with our customers. Good reminder for all of us. All of the "toys" we accumulate on the Rain or elsewhere are "fun" and sometimes "useful" but won't make our customers happy!! ;-)

Jeff, you are so right. I use whatever means I can to keep my clients updated even so much as using mail. As long as I keep them updated, I feel good.

What a diverse set of answers, I too think it is hard to know when enough is enough, or when you think you have done enough and your client feels you have fallen short. We must establish the boundaries early and remind our clients these were the agreed rules of engagement.

Our clients are sooo happy when they get constant communication. Clients who have listed previously with other agents often complain about communication issues and are so appreciative of good communiction, even if the news is bad.

Those words are so very true Jeff! You gotta keep the client informed. And technology is not an answer or an excuse! People were very successful before the technology. It is more an issue of desire & motivation!

APR

2008

Jeff ~~ I agree with you. We have to make sure that our clients hear from us and that they understand the message. Clear communication is the key!

I totally agree with you. And excuse me, I need to go make some phone calls!

Emily... hilarious. Thank you. :)

You are on the money my friend. Great post. What a great reminder. People want to connect. Automatic updates dont connect....they just send stuff without thought or merit.

I love your statement, "Good communicators make it their responsibility to ensure that their messages are understood. They leave the listener with no doubts." I hear so many miscommunication sagas, I can't wait to use your words of wisdom next time. Thanks.

Jeff

Well put, I know people who don't even own a computer and are still top's in their field!

MAY

2008

very interesting! good read.

NOV

2008

I think that if many agents setup a expectation and schedule of contact with clients(say every Thursday evening) that would eliminate many of these issues.Of course, you would have to follow through.

DEC

Why does this have to be the ONLY reliable suocre? Oh well, gj!

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Jeff Turner

Santa Clarita, CA

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Real Estate Shows

Office Phone: (661) 244-5812

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Jeff Turner helps people grow their business through the effective use of emerging technologies. I am the President of Zeek Interactive and Founder of RealEstateShows.com. Father of 6. Husband of 1.

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