Cosmic Cow Pie: Connecting the Dots

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Communication is Key with Clients

Communication is Key with ClientsEvery successful real estate agent knows that communication is key with clients.  This is true whether your client is a buyer or seller.  With sellers, in particular, there are a few specific ways you can keep your clients "in the loop" on what's happening with their listing.  An informed client is a happy client Happy clients refer you to other potential clients and everybody wins.

Follow-up After a Showing - This may seem obvious, but it shouldn't be overlooked.  Whether via email or a personal phone call (whichever your client prefers), informing them of how the showing went in a timely manner helps alleviate some of the stress they are feeling during this important time in their life.  Take lots of notes during the showing and ask important questions, such as what the buyer/agent liked most/least about the home, what they think needs to be improved on, how many other homes have they looked at and how does this home rank in comparison to the other homes they've seen.  When you take this feedback to your client, they can get a more realistic picture of how their home looks to potential buyers.  This can help both you and your client tweak your marketing plan to accommodate.

Sign Up for Google Alerts - Most of today's homebuyers begin their home search online.  So, it makes sense to follow what is being said about your clients' property and where it is being seen.  Setting up a Google alert for the property's address takes only a couple of minutes.  You can receive the alert as often as you want, but you may only want to share this information every other week or so with your client.  You don't want to overwhelm them with too many alerts.  This will show them that you are always keeping an eye on their listing because they are very important to you.

Analyze Online Listing Performance - Smart real estate agents understand the importance of posting your clients' listings online.  But, it's not enough to just post and syndicate these listings.  You need to know how these listings rank in search engines, who is viewing them and which portals they are viewing them most (ie, Trulia, Zillow, Craigslist, etc).  Most listing sites provide an in-house report that will allow you to track how your listing is doing on that particular site.  Do a weekly update to see where your clients' listing is getting the most viewings so you can, again, tweak your marketing plan to take advantage of the traffic.  When you present your findings to your client, they will see for themselves that their listing is never far from your mind.

When you deal in a customer service-oriented business like real estate, you quickly find that communication is key with clients.  Word-of-mouth is still a very powerful and effective advertising tool.  Keep your clients informed and they will be more than happy to pass along your name to their friends, families and coworkers.  Then, they'll tell two friends and they'll tell two friends and so on and so on...

Pamela Cendejas, Real Estate Virtual Assistant – Second Self Virtual Assistance: When There Isn’t Enough of You to Go Around!

Originally posted on my Real Estate Support blog here: http://real-estate-support.com/2011/11/communication-is-key-with-clients/.

Comment balloon 10 commentsPamela Cendejas • November 03 2011 03:42PM

Comments

Communication is vital to any real estate transaction. It's important to keep in touch with those that care about your business.... especially clients.

Posted by Lindsey Hasford, Bringing you home... (Edina Realty) almost 8 years ago

Pamela- you are so very right.  and, it's not enough as you said to just let it out there.. we have to use the tools available to us to know what the SEO gods are doing with our efforts. 

Posted by Kathy Streib, Home Stager - Palm Beach County,FL -561-914-6224 (Room Service Home Staging) almost 8 years ago

Hi Lindsey - So true.  Better to give someone the facts than to have them imagine them.

Posted by Pamela Cendejas, Second Self Virtual Assistance (928) 692-3235 (Second Self Virtual Assistance) almost 8 years ago

Hi Kathy - It helps us keep our marketing dollars - and efforts - in the most productive areas.

Posted by Pamela Cendejas, Second Self Virtual Assistance (928) 692-3235 (Second Self Virtual Assistance) almost 8 years ago

I agree that communication is of primary importance.  Question is, how much is enough and how much is too much.  Do your clients want to be copied on every email/negotiation?  Do they want to know everything that is going on or do they just want you to let them know when issues have been resolved?  These are questions to discuss with clients.

Posted by Former Agent (None) almost 8 years ago

I want to thank you for your content. I always like being reminded of a few important communication ideas that I can now use with my clients.

Posted by Kathy Toth, Ann Arbor Real Estate Experts - Kathy Toth Team (Ann Arbor Market Center Keller Williams) almost 8 years ago

Pamela

Great material!!!!! Fortunately I believe since I began in 1978 in Columbus Ohio, I have always JUMPED to communicate and return calls immediately.

A couple of months ago I called an agent to present an offer, she said it is Friday and she was going to dinner......I thought DINNER!!!!!!!!!!! no wait I said "offer"

Then she told me her broker said I was old fashion because I wanted to present in person. I think all agents in Phoenix quit that 20 years ago. I can't understand email or faxing an offer.... ACCEPTANCE is the MAIN EVENT of any transaction.

My recording on my cell is: I will return your call normally within 3 to 59 mintues.....People leave a msg I am timeing you, I call back and say it said "normally" if I am playing raquetball or with a client it may be 2 hours.

 

Posted by Dan Dee McGinnis almost 8 years ago

I certainly believe in communication. It is time consuming but works out as a positive in the end. 

Posted by Carol Barron Cross, Sunflower Homes & Equestrian LLC (SUNFLOWER HOMES & EQUESTRIAN LLC) almost 8 years ago

Hi Aimee - I think you've hit on something that's really important - get to know your sellers.  Do you only want to know about offers?  Or, do they want to know when someone contacted you?  A showing?  Or, do they want to know everything?  It's our job to know what our clients want.

Posted by Pamela Cendejas, Second Self Virtual Assistance (928) 692-3235 (Second Self Virtual Assistance) almost 8 years ago

Here's a tale of two Realtors.  We have 2 lots up for sale in different regions of the state.  So, it made sense to hire two agents - one for each area.  (Because of the travel time involved, our initial agent suggested this.)  Both lots were placed on the market at the same time.

  1. Agent #1 - Provides us with a weekly report that shows how many people searched, clicked on the "more information" link and the number of lots sold in the area.
  2. Agent #2 - We haven't heard a peep since we signed the Listing Agreement.

Which agent do you think we have more confidence in?  Which agent do you think we feel has our best interest at heart?  Which agent do you think we feel is working hard on our behalf?

Good for all of you who take the time to communicate!

 

Posted by Pamela Cendejas, Second Self Virtual Assistance (928) 692-3235 (Second Self Virtual Assistance) almost 8 years ago

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