Special offer

6 simple rules to live by when texting clients

By
Real Estate Agent with Surterre Properties

 

  I wanted to share this article with you all, that I read and found very informative in our digital age.

 

 

Texting image via Shutterstock.
 
 
 
Some transaction details are better communicated in other formats
 
 

It’s 5 a.m. and your phone vibrates off the nightstand, waking you from your beauty sleep. It’s a text from a potential homebuyer. Do you jump up and respond?

Texting is now mainstream, and it’s not just your teenagers. Sending text messages has become more acceptable as a means of professional communication. In fact, more than 9.8 trillion messages were sent in 2012, with users sending and receiving an average of 35 messages per day. Morgan Stanley estimates that 91 percent of adults keep their smartphone within arm’s reach throughout the day. That’s how your phone ended up vibrating off the nightstand anyway, right?

 

Texting can be a powerful tool in your real estate marketing arsenal. In fact, text message open rates exceed 99 percent, and 90 percent of all text messages are read within three minutes of being received! Many real estate professionals employ “text for more information” and QR code strategies to grow their opted-in leads lists, thus allowing them to communicate new listings or marketing materials via text. A recent Home Buyer Survey by the California Association of Realtors also shows that only 17 percent of buyers prefer to communicate with their agents by telephone, while 29 percent claimed they prefer text messages.

Only 17 percent of buyers prefer to communicate w/agents by phone, while 29 percent said they prefer text messages.

Because text communication can occur so immediately and effortlessly — and because tone and nuance can be lost in short messages — it is easy to forget to shift modes from texting friends and family to texting clients and potential clients.

With text messaging only growing in popularity, here are six etiquette tips for making the most of texting with your mobilized clients:

1. Ask permission upfront: The most irritating 5 a.m. text message is the one that’s unsolicited. Sending unexpected text messages can quickly lead to unhappy clients and missed messages for those who don’t use text messaging often. Be sure to always ask the client for their preferences upfront.

2. Be wary of abbreviations: You may want to meet “L8TR” with clients to sign a contract or view a home “2MRW,” but you should save the abbreviations for texting with friends. While industry abbreviations such as “MLS” should be OK, be wary of using them in general, especially if you’re not 100 percent clear on their meaning.

3. Tone: With texting, you can be quick and to the point, but never overly informal. Tone can be lost or easily misinterpreted in text messages. Try to use the same tone of voice you would use in an email or face-to-face meeting with the client.

4. Length: Only send text messages with information that is important and concise. Sending a complete paragraph of information, which will be difficult to read and review on a phone, will only overwhelm and frustrate the client.

5. Response time: While it may seem obvious, how and when you answer text messages sets precedents with your clients. If you don’t mind a 5 a.m. wake-up text, jump up and respond immediately. If you prefer to communicate during business hours, only send and respond to messages during those times. Some real estate professionals are lenient in this area because they understand that buying or selling a home can be a dynamic process.

6. Avoid legal discussions: Need to give your client details on a new offer? Want to send over the details of a contingency? While you may want to alert clients that a new offer has come in via text message, always be sure to follow up with an email. Email is easier to maintain a paper trail and should be used for more formal discussions such as contract negotiations and details. You should also be wary of discussing financial information via text

 

**I personally use texting and email, but for more important and engaging conversations I use the phone.  But I did notice that our younger clients and agents (under 40), prefer email and texting over talking on the telephone.   At least in an email or in a text, you have a record of the conversation and everything is spelled out for you, which is very valuable.

      

Posted by

 

We Are Now Accepting Qualified Listings

Call Today for More Info on Our 

Distinctive Marketing Plans

 

 

And thank you for making me Your Orange County Real Estate Connection.     

www.MichaelCarusoRealEstate.com

Best regards,

Michael Caruso, Broker Associate ABR ABRM CLHMS CRB CRS GREEN GRI

Surterre Properties

Past President, Orange County Association of Realtors (949) 495-8600

 

Be Michael Caruso's Friend! Watch Caruso TV! Are You LinkedIn with Michael? The Voice of Orange County Review Michael Caruso! Tweet Michael Caruso!

Certified Luxury Home Marketing Specialist  Member of The Institute Luxury Home Marketing   Million Dollar Guild Member  Member of Proxio Pro - The International MLS

 

Home Values In Your Area  Michael Caruso Real Estate Group

Comments (8)

Mike McCann Nebraska Land Broker
Mike McCann - Broker, Mach1 Realty Farm & Commercial Land Broker-Auctioneer Serving Nebraska - Kearney, NE
Farm & Commercial Property For Sale 308-627-3700

Michael A. Caruso Excellent information and for once...perhaps the first time in recent history...I have aced the suggestions in the article regarding how to operate in the electronic age!!

I agree wholeheartedly with the suggestions as well!  Thank you for sharing!!

Apr 08, 2015 01:40 AM
Tanya Van Blake-Coleman
Van Blake-Coleman Realty, St. Thomas/www.talk-to-Tanya.com - St Thomas, VI
Improving the Quality of Your Life

Interesting list of tips Michael. Thank you for sharing. I asked an Active Rain member the other day how the text option was going for him. They had a listing blog that asked potential buyers to text to see the virtual open house and I thought that was interesting as well, but I think a hyperlink in that instance would have served better. If I am already looking at the listing online I would think it's simpler to click on a link than to stop what I am doing to pick up my phone and start another process that can be done in one quick click.

Apr 08, 2015 01:47 AM
Inna Ivchenko
Barcode Properties - Encino, CA
Realtor® • GRI • HAFA • PSC Calabasas CA

It is true. Texting became a main way of communications for many of us. I don't understand why so many agents complain about clients who prefer using texts instead of phone calls.

Apr 08, 2015 06:23 AM
Claude Labbe
RLAH / @properties - Washington, DC
Realty for Your Busy Life

I came here due to John Meussner's reblog.

Sure, I'll think a text from someone who's running late is appropriate.  Granted, many people truly prefer texting.  But I must admit, it's not a very good medium for most real estate related discussions.

 

Apr 09, 2015 02:49 PM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

I too arrived via John Meussner's reblog - great tips here, Michael. It really has become so mainstream to text and therefore easy to forget some basic etiquette. And some things are better not said in a text message

Apr 13, 2015 03:17 PM
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Great tips, Michael.  I am still far from comfortable texting about some issues.

Apr 23, 2015 08:44 PM
Yolanda Cordova-Gilbert
Richmond, TX

Michael,

 Good information I too use texts when in a hurry but touching people by phone I still believe is critical especially when dealing with their home.

Apr 24, 2015 01:49 AM
David Jones
BuyersAsk.com - Aliso Viejo, CA
BuyersAsk.com

I would add; don't over text. "Thank you"  - reply - "your welcome"  - replay "anytime" - replay - "talk to you tomorrow" on and on and on.   Dave

Dec 27, 2015 11:39 AM