What Communication Works Best for These Situations

With all the communication tools, devices, and platforms available today, it can sometimes be hard to know which one to use when communicating with clients.  Should you call? Text? Email? Direct message? In real estate, time can be of the essence and it’s important to respond to clients promptly. In some cases, it’s also important to document exchanges or to save information. When you can’t be face-to-face with clients, here are some examples of which methods might work best:


Meeting a prospective client

If you can’t meet in person for the first time because your clients are out of town or social distancing, it’s important to present a professional image for your first impression. That’s why you might want to choose a video conferencing tool over FaceTime or a voice call.


Feedback from showings

Your sellers will likely be eager to hear how showings went, so you can certainly text that information. Email would also work if the feedback is lengthy.


Change in showing appointments

A phone call is preferable to communicate a scheduling change so you’ll know the client received your message, but it’s a good idea to follow up with a text message if you have to leave a voicemail.


Contract generation and amendments

If you’re using electronic signatures you can send these to all parties by email. If you’re using paper documents, these should be signed/initialed either in person or returned directly to you.


Virtual showings

For virtual showings, an interactive video tool is best, such as the STREEM® video platform available from an affiliate of American Home Shield. When you can’t be face-to-face with buyers and sellers, STREEM can help you interact with clients, show properties virtually, and work more productively. Featuring one-way video and two-way audio, you can talk live with clients during the video session and handle common real estate tasks like tours, listing prep, documentation, and others. STREEM also includes a laser pointer, quick draw capability, and Streemshots® for capturing full-resolution photos.


Referrals and recommendations 

Text the contact information so the recipient can easily add the information to their phone or devices.


Delivering bad or disappointing news

If you can’t meet your clients in person, choose a communication platform that enables you to see each other’s faces, such as FaceTime or video chat. This way, they can see your demeanor and ask questions more easily. If that’s not possible, then deliver the news by phone call, but avoid texting if at all possible.


Contacting a colleague you met at an industry function

You can send a direct message on LinkedIn or another social media platform.


Thank you

It’s best to express appreciation through some form of written communication. While an email will suffice in some cases, a written note or postcard is best if you want to make a lasting impression.


For information that can help you communicate the value of home warranty coverage to your clients, contact your American Home Shield Account Manager, or visit ahs.com

AHS assumes no responsibility, and specifically disclaims all liability, for your use of any and all information contained herein.

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New Jersey Residents: The product being offered is a service contract and is separate and distinct from any product or service warranty which may be provided by the home builder or manufacturer.