Is Your Communication Only on Request, or When It’s Appropriate?

Real Estate Agent with Solutions Real Estate CA DRE #01490977

Is Your Communication Only on Request, or When It’s Appropriate?


Several recent experiences prompted this post.


It’s not a rant, but some thoughts around communication, when it happens, or should, and why.


Email is a popular form of communication these daysThere have been several excellent posts about communication issues recently, about emails and text messaging, and what we say and how.


If by some chance you missed these posts I would urge you to take a look, read, and comment.


And take to heart what the writers are saying.


Read about emails and text messaging, an imperfect form of communication (Nick Pappas), and why the agent’s tone makes me want to sell the home (Maria Racelis).


It seems that getting feedback, updates or information often only happens when you ask for it, rather than when it ought to be given.


It’s reactive, rather than proactive.


Will your communication enhance the relationship? Or ruin it?Case in point. Recent issues with 2 escrows with trying to get updates on where the lender was in the approval process became very frustrating. Emails and phone calls requesting information were ignored for extended periods, sometimes 24 hours, even with contract deadlines looming.


Sometimes others needed to take action, but could not, without answers to questions. Even specific requests were not responded to in a timely manner.


A more proactive, and customer service oriented, approach would be to provide information and updates before they are requested, even if there is not much in the way of progress to report. Anticipating the client’s needs or possible concerns, no matter who they are, is far better than waiting until you get that call, when someone is already feeling negatively, or there is a problem that potentially could have been avoided.


And why should the client always have to ask?


Of course specific requests for information, updates, or feedback cannot and should not be ignored.


But if most of your communication, whether by email, text or phone, is on demand, rather than when it is appropriate to give it or it’is needed, you are not providing the service you should and which a client should reasonably.


And people, justifiably, get annoyed when they have to make requests over and over, and the relationship deteriorates. Not to mention the impression that has been created.


Striving to anticipate requests and provide information, feedback and updates before being asked is something we should all do. And what we should reasonably expect from vendors we work with in our transactions.


Our communication can enhance the relationship...or ruin it. I know what I choose.




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Patty Da Silva, Davie, Southwest Ranches Cooper City, Plantation, Weston, REALTOR
BROKER of Green Realty Properties® - 954-667-7253 - Davie, FL
Top Listing Broker

It's always safer to be honest to our clients  because not only we build relationships, we save ourselves from being blamed at the end.

Thanks Jeff and I read Nick's blog. I am a follower of his now :)

Jun 27, 2014 03:11 AM #1
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Jeff you must have been on the same wave length as me I was going to write a blog post about this very subject.... I am in Escrow with a Bank as the financial institution, the buyer has "preferred status" with the bank. The Escrow company is the listing agent's preferred Escrow Company...neither one is Proactive, even I can safely say they are not even reactive. Takes four to five emails and a couple of Voice Mails to get a response and yes it is annoying....Endre

Jun 27, 2014 03:39 PM #2
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Good for you, Patty. I thought it was an excellenbt post. I think it's key to provide updates and information whenever we can, not jsut when asked. Not everyone does that

Endre - annoying does not being to describe it. And it happens far too often. Hate to point fingers at the big banks but...


Jun 27, 2014 03:43 PM #3
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Jeff Dowler, CRS

The Southern California Relocation Dude
What's my Carlsbad CA Area Home Worth??
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