Client communications online can be a little tricky. You want to maintain a businesslike tone to earn your client’s trust, but you also don’t want to appear cold, distant, or worse, intimidating. You aim to sound friendly and approachable, but you know you need to maintain a sense of authority and expertise. The truth is, there’s a delicate balance between professional and casual talk.
In this guide, you’ll learn the unspoken rules of this kind of communication and establish your reputation as a top-of-mind choice in the brokerage sector.
Do Use Simple Words
The big jargons and flowery words of real estate may be tempting to use especially when you’re trying to impress clients and establish professionalism. But in the end, it might only lead to confusion. Property seekers could easily miss the point you’re trying to make. The worst part is, you may be alienating them, the very people who should perceive you as approachable.
The description “vivacious location and splendid views of the world-class vertical community” may work in real estate listings, but it may not in social media or SMS. Except for referring to legal matters, use simple words.
The easier it is to understand your words, the better for clients. In fact, the real, impressive feat for property seekers isn’t the wide range of your vocabulary. It’s when you’re able to make complicated matters about property buying simpler. By using easy-to-understand words, you get to establish expertise and connect better with clients.
Don’t Shorten Words
It’s common for people to shorten words when text messaging. But in the aspect of building professionalism in the practice, try to avoid this as much as possible. “Wer na u?” and “C u tom!” may be perfectly understood by your clients but they don’t help in building an image of a credible, competent real estate practitioner. It may even be perceived as being overly casual by some conservative clients.
Observe proper spelling and grammar when communicating with property seekers in different channels. Even for past or long-time clients you’ve grown more comfortable with, avoid being too informal and maintain professionalism in your conversations.
Do Give a Personal Touch
In emails, it’s easy to follow the usuals or templates: “Hi client, please refer to the attached file for the list of properties you may be interested in.” Not only are these usuals professional in tone by default, but they’re also particularly useful when sending to several clients. However, it’s always better to personalize these kinds of messages.
By taking the extra step to give messages a personal touch, you’re not only making yourself approachable but also showing dedication to the practice, which plays to your goal of establishing professionalism.
Instead of sending the usual email mentioned above, you can say, “Hi client, thank you for reaching out to me via Lamudi. I took note of the things you need and want for your first home. Here are some of the listings I personally handpicked based on your preferences. Let me know if you find one that suits your idea of dream home!”
For clients you’ve known for a long time already, it’s perfectly fine to be more personal, asking them how the kids are or where they’re spending their beach vacation for instance. By making your communications more personalized, you develop a better rapport with clients.
Don’t Say Yes All the Time
Sometimes, in an attempt to be very friendly to clients, we accommodate all their demands, which are beyond what we can deliver. On the other hand, you may also find yourself saying too many yes to prove your professionalism. Be careful not to fall into this trap because in the end, your practice will suffer, and you won’t be able to serve clients in an efficient way.
Part of casual, professional communication with clients is making them know and understand your limits. Learn how to say no. Use positive language. Instead of saying, “No, sorry, I can’t do that,” try statements like, “Thank you for bringing this up. I understand why you want it this way, but I’m afraid we won’t be able to accommodate this request. I’ll let you know if anything changes.”
There’s a certain art to professional, casual communication with clients. Improve your initiatives by using Lamudi’s Lead Management Tool Messaging feature. From the platform, you can contact leads through calls, texts, emails, and messaging apps, while staying on top of all conversations. The tool’s multi-channel notification feature lets you respond to queries immediately, in real-time.
To know more about the lead management tool and improve your communication efforts with clients, make it a habit to attend Lamudi Academy’s learning sessions.