The Lost Art?
In recent weeks I have had several conversations about how REALTORS communicate with each other and their clients and customers. One such conversation actually turned sour because of the difference in opinions. First, I will admit that I am part of Gen Y. We are known for our lack of communication skills. We have now reduced the English language to a few letters thrown together (LOL). And, vowels are no longer needed, thy r waste of valuable space. Gen Y expects the general public to keep up with us and communicate in an efficient way. I love texting and love, even more, the avenues of instant communication that have become, for most of us, a way of life. But, where has the art of communication gone? Have we truly lost the ability to hold someone’s attention for a long period of time? Are we so caught up in the speed of the business world that we have forgotten to take time to give that personal touch? I think we have. I also think this is sad.
When I was little my mother would always made me write Thank You notes to people who had come to visit, or given me a present, or had helped me. I used to hate sitting down and thinking of something creative to say. Most of the time the note went like this:
Dear _________, Thank you for the ________. I will use it every time I _________. It is the perfect gift for me. Love, Sarah.
But, as I’ve gotten older I have begun to appreciate this dying artform. As mail increasingly becomes bills, catalogues, and junk mail, it is exciting to actually open the mailbox and take out a letter or a card. Does this mean more to me than getting a quick email? Well, yes, it does. A person has taken the time to pick out a card, write a note, address it, figure out how much postage is today, and put it in their mailbox. The fact that they took time out of their busy day so I could have something other than junk and bills in my mailbox is precious to me. Remember a time when we used to keep old letters in a shoebox so we could look back through them and remember the feelings we had the first time we opened it? I miss that feeling. Scrolling through my email folders just isn’t the same.
Can you hear me now?
I also remember when a phone call helped make a connection between two people. Now we have transactions where we don’t know the sound of the other REALTOR’s voice, much less what they look like. It is much easier to be snarky to each other when we can hide behind a computer. There is actually a national survery that asked Home Sellers and Buyers why they fired their agent. One of the top reasons was that the agent did not communicate with them. I don’t think that all these “fired” agents just got the paperwork signed and never contacted their client again. My conclusion is that the agent did not communicate the way their client wanted them to. In the past 3 weeks I have gotten 5 phone calls from unhappy Sellers and Buyers wanting to talk about my services and when I ask them why they are unhappy, they have all said ‘lack of communication.’ When I pressed further they have all said, ‘my agent only emails me. I never get a phone call and when I call them, I talk to their voicemail.’ Seems to me there is a huge communication problem.
Old School
So, I am going back to the basics. I am going “old school!” I am putting everyone on alert: I will be calling you for feedback, I will also be faxing you for feedback, and I will email you for feedback. You can choose how you want to get it back to me. I will also be calling, faxing, or emailing you with constructive feedback on your listings. I will send you a note when a contract has been accepted and a deal has closed. I will call you when there is a problem or just to make sure you know that the lines of communication are open. I will make every effort to meet you in person and shake your hand. And, you better believe, I am changing the way I communicate with my own clients and customers.
I want there to be a personal connection in this business. I don’t want to lose the art of communication. I don’t want to be replaced by the internet.
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{ 3 comments… read them below or add one }
Benn Rosales of AgentGenius.com wrote a great post on being a 1.5 agent in a 2.0 world. You can read it here: http://agentgenius.com/?p=1904 One of the main issues I hear over and over again from agents is communications with one another.
It seems awfully simply, to return e-mail and phone calls on a routine basis. I don’t know about getting a fax, e-mail and phone call for feedback. That would just feel pushy to me, but I get your point.
I’ve always had great luck with hand written notes. I enjoy writing them and clients and other agents seemed thankful to get them. Its easy and inexpensive – but personal. Surely with all the bright folks around, we can figure out how to be both tech savvy and personal.
Remembering that body language accounts for 70% of communications should help when formulating e-mails and txt. If you don’t really know that person, than snarkyness doesn’t convey well. I can tell you that from personal experience!
Great first FF post!
Thanks Matthew! Side note: I only do all three when trying to obtain feedback when the first 2 failed. Probably one of my biggest pet peeves is when an agent doesn’t provide feedback.
I appreciate your feedback! Stop by anytime!
Hi Sarah,
Your first post was good reading. You certainly selected a topic that is a great reminder to all of us. Communication counts!
Learning new skills does not automatically mean we throw away things we learned in the past. The personal touch will always make a difference…in real estate and in life.