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Responding to Emails - Immediately or Daily?

By The MyHomeHouston Team

Real Estate Agent with Keller Williams Realty

April 12, 2007 02:41 AM

Today, I read an interesting post at the National Association of Realtors Technology Blog. Chris McKeever was pointing how how he loves the opportunities that emails, being accessible from practically anywhere, provide for him in his business.

As a REALTOR, you are in the service industry. If you were your own client, which of the above two would you appreciate more? A single, delayed, response with the information, or two emails, one acknowledging that you got their request and the other returned in a timely manner with the relevant information? I know which I would rather have.

I find myself to be very tech-savvy compared to others around my office, and find that I attract clients that are the same way.

In no way am I saying that customer service is not one of my priorities, though I feel that a quick emailed response to a question sent is not always the best thing to do. I do advocate returning all emails on a daily basis, and returning emails that are very urgent immediately.

What I will not do is send a response back immediately to a general question. Why? For two main reasons: Doing so will possibly throw me off of a particular mode I am in at the moment. This is usually lead generation mode. Second, doing so trains in the minds of my clients that you will be there to answer that email 100% of the time. If I am always firing off emails to clients on a moments notice, they will begin to expect this same behavior in the future and this is not always the case.

As real estate agents, we must learn to allocate our time among various clients. There may be days that have been in meetings all day, showing homes half the day, and have simply not had a chance to sit and check our emails as our normal routine intended.

When days like this arise, and you are the type to send emailed responses very quickly on a routine basis, the clients that have come to expect this of you begin to wonder, "What's going on? He's not emailing me right back for some reason today..."

This has happened to me before, and is the reason I choose to be selective in my response times to various emails. I'm curious to think what you, as a real estate agent, have learned in the past in scenarios such as this one.

When do you respond to emails - Immediately, or Daily?

Steven Castaneda, Realtor, is a real estate consultant with Keller Williams Realty specializing in Houston Texas Real Estate. He has been consulting on Houston Real Estate transactions for over 2.5 years, and focuses on coaching his clients to make the most informed and intelligent decision possible with their real estate investments. His site features a great tool if you are looking to find homes using the Houston MLS.

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Diane Testa

Mullica Hill, NJ

I like to respond to e-mails as quickly as possible. EVERYONE wants to feel important, and putting them off will often make them look elsewhere for the answers they seek.

Apr 12, 2007 05:55 AM

The MyHomeHouston Team

Keller Williams Realty - Houston, TX

I see that there is quite a bit of opinions in regards to how email response times should be handled. I am finding through everyone's comments that is depends on the business model and systems you've built your business on and have come to inherit as "routine".

I think both approaches - mobile email responses via treo or blackberry - and designated response times to emails other than those that are "hot", both have their advantages and disadvantages.

Would you say that we could go as far as to say that it depends on the type of client you have? Internet savvy clients have a strong attachment to email, and could expect that fast response as they perform this same action in their personal lives. As well, clients that are in tune with technology, but not necessarily "savvy", would be perfectly fine with a response by the end of the day I would think.

Apr 12, 2007 06:17 AM

Axel Weiss

Bradenton Realtor and Sarasota Homes for Sale - Bradenton, FL

Sea to Sky Realty

I try to response as soon as possible, but in the end it depends on how urgent it is and how long it takes me to get the right answer for them.

Apr 12, 2007 07:34 AM

Nima Rezvan CT Lender CT Senior Mortgage Broker

Nima Rezvan Prosper First Funding Corporation NMLS#110681 - Fairfield, CT

First Time Home Buyer Expert - CT FHA Loans - FHA

Steve,

No matter how important the email, I try to respond as soon as possible! I believe the faster you reply, the better you look in front of your client, business partner or etc. I also have the same personaly belief when it comes to incoming phone calls. I try to answer every single phone call that comes in. I try not to answer the unavailable and restricted phone calls because it is usually someone trying to sell something to me. When I refer leads to realtors here on Active Rain, if I call a realtor and they don't pick up, I choose another realtor instantly. I know everyone runs their business differently but I like doing business in actual time. I hate leaving voice mails for my business partners/clients. If someone is calling you or emailing you then obviously they want your attention so replying to the email ASAP or picking up their call as it comes in is the best bet in my book.

Good luck with the rest of the 2nd quarter.

Your Active Rain Friend and Mortgage Man,

Nima

Apr 12, 2007 07:44 AM

The MyHomeHouston Team

Keller Williams Realty - Houston, TX

Choosing when to send emails seems to be a business preference. I'd be interested to see what top producing real estate agents think on the best practice for returning emails.

Apr 12, 2007 11:12 AM

Jeff Dowler, CRS

eXp Realty of California, Inc. - Carlsbad, CA

The Southern California Relocation Dude

Some good points, Steven. There is a time when a n immediate or quick response is on target, say a new contact (I got one today, who wanted me to call ASAP, and I did, within 5 minutes of the email arriving - he was surprised and commented on it). At other times, due to schedule, time with a client, or the need to research or think things through, a response at a later time is more appropriate. But some folks seem to take that to an extreme and respond days later, or not all all. That to me is more damaging that responding too quickly. Setting expectations with people about how and when you normally respond and so on is smart.

Jeff

Apr 12, 2007 12:11 PM

Debbie Cook

Long & Foster Real Estate, Inc - Silver Spring, MD

Silver Spring and Takoma Park Maryland Real Estate

I respond immediately via auto-responder thru my website to leads. I have found that if some one sends an email with a phone # or an address (other than an email address) THEY ARE GREAT AND SERIOUS PROSPECTS for me, so I PERSONALLY RESPOND IMMEDIATELY!

Apr 12, 2007 12:30 PM

Margaret Rome Baltimore 410-530-2400

HomeRome Realty 410-530-2400 - Pikesville, MD

Sell Your Home With Margaret Rome

I answer emails as they come in. I only open them if I am ready to reply at that time.

Never thought of answering tooooo quickly. I didn't think there was such a thing with the internet.

Apr 12, 2007 02:02 PM

Leigh Brown

Leigh Brown & Associates, RE/MAX Executive - Charlotte, NC

CEO, Dream Maker - Charlotte, NC

In answer to one of your threaded questions-I don't use autoresponders. In my experience, they don't make anyone happy since everyone knows it's automated-it gets deleted. Plus, it lets the spammers know that my address is real-and who needs more spam?

You asked about top producers-I'm up there in the food chain, not as big a lot of others but still growing. I responded earlier about staying right up on top of email. I figure that the agents who aren't living by email also aren't living on the edge of technology-and I'm sailing past them every day since I'm in this for quite a while longer! Those who keep doing things the way they've always done them will keep getting what they've always gotten...

Can't tell you how many folks have picked me and stuck with me because I responded to them quickly and often. This is a high-touch and high-tech relationship business.

Apr 12, 2007 02:46 PM

Jeff Belonger

Social Media - Infinity Home Mortgage Company, Inc - Cherry Hill, NJ

The FHA Expert - FHA Loans - FHA mortgages - USDA loans - VA Loans

Steve... excellent post. Like Teresa and a few others, I also use my TREO 750 to respond to e-mails. I agree, by responding quickly, some people might get use to this. But that's what communication is for, even though common sense might tell us that someone is busy, if they don't get back to us right away.

I read about 75% of the comments...someone hit the nail on the head and I can't remember now. But in any case, I try to respond when the e-mail is received and or if I have the time. Between lap top and cell phone, there should never be an excuse in responding in a timely manner.

And as a few stated, I would bet that many of us got the business from a client, because our reaction time was quick. As someone mentioned, because of the internet, e-mails, and the use of the phone.... if you don't get back to them, someone else just might. I lean towards the quicker time responses. And as I stated, you can always explain to your client that this doesn't happen all the time, depending on your day.

Take in consideration that some people might just pick 5 people and whoever gets back to them quickly, has the best shot. That's if they sound good when talking to them. I know I have been told this before and why I was chosen. Just food for thought.

jeff belonger

Apr 12, 2007 03:53 PM

Eric Bouler

Gardner Realtors, Licensed in La. - New Orleans, LA

Listening to your Needs

I generally respond quicker to my e-mails than my cell phone messages which may sound strange. I do call e-mailers sometimes when I am sitting down where I can fully listen. I e-mail and acknowledge that I will send them properties or a more in-depth followup when I sit down. I spend more time in front of clients than most agents in my office. I figure thats where you can make the most money. I will rarely talk on the phone when I am with another client. Its common sense to me, be attentive to what you are doing?

Apr 12, 2007 04:11 PM

Jeff Belonger

Social Media - Infinity Home Mortgage Company, Inc - Cherry Hill, NJ

The FHA Expert - FHA Loans - FHA mortgages - USDA loans - VA Loans

Oh yea..... Steve..... I did this for you and forgot to include it. But on another note, CONGRATS on your 1st featured post.

jeff belonger

Apr 12, 2007 04:59 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

I generally respond to emails immediately. People are amazed. I remember the HouseValues slogan, which I HATED, but found to be true. "You don't have to be GOOD, you just have to be FIRST." I hated the slogan, but have found it to be too often true nonetheless

Apr 12, 2007 06:10 PM

Jeff Belonger

Social Media - Infinity Home Mortgage Company, Inc - Cherry Hill, NJ

The FHA Expert - FHA Loans - FHA mortgages - USDA loans - VA Loans

Ardell....a very valid and good point. I hate that also... but unfortunately it is so true. So many people are sold on how quick, forgetting the true service instead, thinking that it comes with the first part. We just live in a world that so many people are in a rush... a me me world of thinking.... and thinking that everyone should be professional because of their title that they hold.

jeff belonger

Apr 12, 2007 06:28 PM

John Novak

Keller Williams Realty The Marketplace - Las Vegas, NV

Henderson, Las Vegas and Summerlin Real Estate

The best advice I've seen for managing email is to read and respond three times a day, just like meals. But if I'm simply doing routine tasks or not involved in some complex research, I generally have email open and can respond immediately if necessary.

Apr 12, 2007 06:52 PM

The MyHomeHouston Team

Keller Williams Realty - Houston, TX

Thanks for the award, Jeff! :)

The reason I like assigning categories to emails is that it allows me to maintain my level of focus, WHILE answering emails from new business and urgent situations.

I've found in the past that when I get to the office, hop on the email bandwagon, I'm off searching MLS for someone while calling a title company for another client, and adding a buyer to my follow up program all at the same time.

This reactive way of conducting business just doesn't allow you to get your "big rocks" in the day, with the most important being lead generation. Hence my need to assign a level of priority to all emails that I receive, espcially while I'm concentrating on dollar productive activities.

Apr 13, 2007 02:07 AM

Neal Bloom

Brokered by eXp Realty LLC - Weston, FL

Realtor CRS-Weston FL Real Estate

Steve,

Big pet peeve of mine, that is why I purchased a Blackberry just in case i need to get back to people quickly, I hate lagging follow up in general...I have gotten responses such as...wow that was quick, you got back to me so fast.

Apr 15, 2007 01:56 AM

The MyHomeHouston Team

Keller Williams Realty - Houston, TX

By all means, I will respond to emails from new leads immediately. I'm just saying that for emails that are of the "servicing" nature, there should be nothing wrong with daily emails responded to by the end of the day or so. You could answer twice a day, or three times a day, but I don't see the point in being reactive to emails 100% of the time.

Apr 15, 2007 02:54 AM

Midori Miller

Talk 2 Midori, LLC - Daytona Beach, FL

Online Marketing For Real Estate Professionals

Steve-my belief is you should check your e-mail as often as you check your voicemail, people want answers immediately, I think that is why they use e-mail as the point of contact, immediate response. Also be careful with the servicing e-mails, remember a transaction can change in a matter of minutes, from closing to cancelled.

Apr 15, 2007 03:32 PM

Phil Leng

Retired - Kirkland, WA

Phil Leng - Retired

Hi Steve,

Good post. Good response.

There is someone from our team at the computer all day, so they respond immediately.

Me? I try to get through every email every day. Often late at night.

Thanks

PHil

Jun 30, 2011 12:33 AM