With so many forms of communications available today, sometimes it is hard to determine the best way to communicate with our clients. The rule of thumb is to communicate with your client the same way they communicate with you. So if they call, then you call back. If they send you an email, then you email back. However, doesn't always work.
Sometimes if I call, they will email or text back. If I email, they will call back. But on one occasion, I called my client and she texted me saying she couldn't talk on the phone but was able to text. We communicated via text for awhile. However, when I had important information to relay to her, I called and left a message. I followed up that call with a text providing the information. My client was not happy! I thought I was following "the rule of thumb!"
Later, my client said she wanted to terminate our relationship due to the communication she was receiving. Hmmm, I'm confused?!?! Although I feel she used this excuse because she changed her mind about listing her home, I still feel this is an issue. When meeting with clients, I usually ask them what form of communication do they prefer. With the younger generation, they prefer to use text and email and with the older generation they seem to like the good ole telephone.
I will admit, I would prefer to communicate via email because it keeps a record of the conversation for future reference. I normally follow up a phone conversation with an email confirming what we've discussed. This has saved me on several occasions when clients forget what we've discussed. However, I still feel that some things are better said then read. It is important you know your client understands the point you are trying to make and there isn't any miscommunications.
After this encounter, it made me think more on how communication is affecting our relationships with our clients. As we get more into technology and further from face to face and telephone conversations, is this changing us as a society and how we form bonds with our clients? We are seeing less of our clients and doing more business electronically. Soon we'll be able to conduct property showings virtually too.
Tabitha Rector-Richardson
Broker, REALTOR®
blog: www.LifeAsARealtor.com
email: info@premierhomesmd.com
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(443) 415-4215 cell
(410) 363-1535 x101 office
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