We are in the business to list and sell properties, AND to perform a service - a big part of that service is communitcation!!!
So...........you communicate with them on a level they are comfortable with.
There is nothing wrong with actually TALKING to your clients! Try it, you'll like it!
Call them weekly or even more often if it is necessary to keep them in the loop, and updated on the market. Simply adjust your "normal operating procedure" to accommodate their needs. Isn't that why they hired you?
I have a 90 year old seller - she doesn't own a computer.
I actually enjoy speaking with her. It's not a chore, it's a pleasure!
I update her weekly...........I make suggestions.....and we chat. Sometimes she tells me about her grandchildren - I enjoy that too.I am never too busy to take 15 min of my time to speak to her.
It's not such a novel idea.
In this tech crazy world we live in - the personal touch never goes out of style.
I have had several clients that needed extra care - going above and beyond. One of my earliest clients was somewhat of a challenge because the hubby was over-the-road truck driver and wife didn't drive. I had another client who came to my open house and wrote an offer on my listing that day. Neither of them drove and it was very difficult for them to get around, so...............I picked them up and took them to the lender, the inspection, the closing etc.
I enjoyed helping them and I received two very nice referral letters from both.
I love email and I love automated systems. They do make our lives much easier. But there will always be that handful that won't fit into our convenient system and that is where true customer service kicks in. Sure hope someone will do that for me some day!
Debbie, I am not going to engage you in a "battle of wills" or a "war of words" here. This is a forum for opinions, I gave mine.
Best of luck.
My answer stands the same, if they are buyers or sellers Sandy, bring them in for a sit down.
Best of luck to you.
If you want the business, yeah I suggest you call the client and have them meet you in your office Sit them down once a week and show them the listings you think might suit their needs. If you donâ€™t, another agent might and they will be rewarded with their business. This might also be an excellent opportunity to show them first hand out the email works, clicking on it, opening up the link to the exact same listings online for them to view.
I admit, technology in our industry is great. As a third generation Realtor my mother and grandmother are stunned with how far things have come from the days they were in the industry (compared to when they had 1 page purchase contract with the loan on the back).
Best of luck.
Tierra Antigua Realty
I now have another couple that live here on the peninsula with the same lack of computer skills and it's not a bad experience, it's kinda fun actually. They will move to an apartment that is adult/care and sell thier home. I don't mind seeing them for all the paperwork, sometimes I may pick them up to bring them to my office so they will have copies of everything they sign right away. It is very important to make sure they have copies right. NEVER have a senior person sign something and say you'll bring them copies later.
Just out of curiosity, do you ever go to your client's home, or do you always expect them to come to you?
We all do business in our own way, as we are independent contractors, but I always try to accommodate, within reason, the client's needs and convenience.
I don't think I am the only agent who does that, or am I?
First of all , this question is directed in regard to SELLERS, not buyers .
And, no, they don't have to come to you! You can go to them (another novel idea, eh?).
In particular, this question has to do with SENIOR clients - are you really going to force them to come to your office so you can enlighten them?
No - I think not.............If you want to enhance your image and reputation, you're going to make an appointment and visit THEM..........bring your laptop...............bring paperwork, copies of listings, etc........bring whatever it takes to service THEIR needs.
Isn't that part of our job description?
I think it is.
If you take the business. Mack's rule prevails: Treat others the way they want to be treated.
It's simply the right thing to do.
When you got the listing, was there any discussion about how you will communicate with them during this process. I would communicate with them in old fashined way. I know it may be a lot of work for you but you do need to update them with the progress.
I think you should call them each week with an update. It will go a lot farther than expecting them to use a system they are obviously not comfortable with. Hey - at least your client has a computer...
Good question for all of us!
You may also wish to send them updates on the market and their home with a note from you the old fashioned way- by regular mail. That way they have the information in front of them so they have the info handy and won't forget anything you have said that's important. A follow up phone call to confirm receipt would also be in order and allows you to have a conversation about the materials sent.
Prudential Connecticut Realty
We cannot expect our "older clients" to learn what we already know. Life itself is very difficult for most of them to adjust to without adding more stress. I just do what I can to make sure that I am within THEIR COMFORT level. I find that they are very appreciative of that and your reward is a happy, satisfied client.
Personally, I am not a fan of "technology systems," because while I see how they would make my current work load much more manageable, I also think it positions the agent in the role of glorified call-center worker. And I seem to get more referrals from active clients that work out when I talk to them on the phone or meet them in person than when I have my system do the talking.
Anyway. As far as your Luddite sellers go, I'd take the position that we work for them, so I'd either call them every week, or let them go.
All the best,
Here in Yuma we have a very large client base of seniors who are not tech savy and I find they like the personal touch. I too use scheduled e-mail updates, but in addition I "reach out and touch" those who need that form of communication once a week, usually on Friday morning. It also gives me the opportunity to ask for a price reduction before the weekend. It does take extra time but it's worth the results. Good luck!