These days, there are more ways than ever to stay in touch. From phone calls and video chats to texting and messaging platforms, communicating with your clients is easier than ever. As a luxury real estate professional, however, one of the first things you should do when meeting with an affluent client is establish some expectations for how you’ll communicate.
Texting is one of the most preferred methods of communication, so it’s good to offer your affluent clients the option of sharing information via text message. However, if you decide to go this route, there are some important texting “do’s and don’ts” to keep in mind regarding luxury real estate marketing and communication. Kofi Nartey explores these in detail in this Estate of Mind interview, but we’ve outlined a few key tips below.
Ask for Permission to Text
Real estate professionals should begin by asking for a client’s permission to text. It’s never wise to assume that a client will prefer a specific method of communication. Not everybody likes texting — and even those that do may prefer to receive a phone call when it comes to their real estate transactions.
If a client tells you that he or she would like to receive text messages from you, set some additional expectations. For example, how often will you text your client with updates? What types of situations will constitute a phone call instead?
Avoid Texting When Emotion is Involved
Texting is a convenient and effective method of communication. However, it’s essential to realize that texting has some inherent shortcomings. Many things can get lost over text, such as intonation, humor, and facial expressions. And unfortunately, this can lead to some misunderstandings or misinterpretations.
With this in mind, it’s generally best to avoid texting with a client whenever emotion is involved. For example, If your client’s offer on a home was rejected, it’s probably better to call and break the news directly. This simple gesture will reduce the likelihood of a misunderstanding that could affect your relationship with your client.
Text to Confirm Appointments
Generally, if a client has told you that they’re okay with receiving text messages, you can choose a text over a phone call anytime you have something to share that is objective or informational. For example, if you have a showing scheduled with your client, you might text him or her a quick reminder the night before to confirm the appointment date and time.
Never Text Good News
Last but certainly not least, luxury real estate professionals should get into the habit of always calling a client directly when they have good news to share. Otherwise, you could be cheating yourself out of the positive emotional response from your client that makes all your hard work worth it. Sharing good news (such as word of an accepted offer) with a client via a phone call instead of text makes things much more personal.
The Final Word on Texting With Affluent Clients
Texting with your affluent clients can be a great way to share information and save time, but it’s important to keep these tips in mind to avoid misunderstandings or frustrations. At the end of the day, it’s all about respecting your client’s valuable time and making sure you’re on the same page. From there, you can use texting to your benefit as a luxury real estate professional.
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