It’s so easy to adopt a preferred method of communication with our customers and make that de rigueur for every occasion and for every customer.
The more helpful approach may be to map your customers’ experience with you and determine at each juncture what the preferred communication method should be.
For instance, you may want to begin the relationship with a meet and greet, so that you have the customer’s undivided attention to explain the process and the documents you will need. The reverse is true as well. It may be helpful for your real estate agents or home buyers to have your undivided attention so they can review any special needs or circumstances that will have to be addressed or accommodated, such as the use of power of attorney, or the possibility of one of the signers not being available in person because they may be traveling for business when the transaction is ready to close.
Here is a way to think about diverse ways to communicate with your customers.
Text messaging
There are many prescribed steps and processes in the course of the title search, closing and escrow and this series of communications can be easily automated. Texting is one great way to do that. In fact, it’s a favorite medium with time-pressed real estate professionals and consumers alike who don’t want to dig through email but do want an answer fast. This saves you time for the more intensive work and for the unusual challenges that come up during the course of the more complicated transactions.
Quick answers
This is Alanna’s sweet spot, using the power of AI almost instantaneously respond to much of the routine, but nonetheless important, communication that happens with your customers (without simply blast texting them or sending generic, non-interactive messages you might find with a chat bot). Additionally, just as many real estate professionals don’t work traditional hours, Alanna’s a 24/7 employee. So your clients don’t have to wait for answers through holidays, weekends or off-hours. By now you know that Alanna works well via SMS text (along with web chat). Of course, if an elongated conversation needs to be held, sometimes the old ways might still be the best. Especially where nuance or human touch simply has to be involved.
Education and Information
Email is most effective for transmitting basic information your customers need to progress with the transaction. This could include sending longer attachments such as an explanation of the steps in the process, a list of unique instructions for specialty closings such as mobile home closings or use of power of attorney, and detailed information about what the customers need to do to avoid cyber instruction into the transaction.
Pick up the phone
Often in the course of a transaction something arises that cannot be managed by text or email. This could include a complex situation that needs to be talked through and thoroughly understood by both parties before moving forward.
Another circumstance when the phone is the best option is when there is an urgent need to move something forward quickly. If you need immediate information or decisions that need to be made to keep a transaction from stalling, it’s much more effective to handle those details by phone.
Communications is at the core of Alanna’s expertise. Call us today to learn more about the full scope of our services.