I wrote a post earlier in the year about how not everyone embraces technology. You see I had gotten pretty cocky around 2002 because a couple years earlier I was the 1st one to have IDX technology on my website. Several clients raved about this service and I took it for granted that everyone wanted to use it.
I went on to say in that post that I lost a client because I asked if they had access to the internet and they said "Yes" I told these clients to go to my site and sign up to receive automatic emails and let me know when they are emailed listings from my site that interest them.
I ended up loosing these clients because they didn't embrace the internet even though they had access to it. I had learned a valuable lesson that hurt big time but was one I needed to learn.
Three weeks ago I was referred an out of state client that is an "A" client and will be investing a large amount of money in Idaho over the next 6 months. After having a long conversation with this client I asked him if he had access to the internet and to email. He responded by saying "Yes, I have both".
Thinking back to the clients I lost a few years back I asked this new client if he wanted me to email him new property listings, mail him, or call him. He responded by saying that he wanted me to call him. He explained to me that he lived in a remote area off Oregon and had a slow dial-up service for access to the internet and he wasn't really into email even though he had it. He is a 3rd generation farmer and there are many other things that are more important to him.
He then went on to "Thank Me" for asking him how he wanted information relayed to him. He said he had spoken to another Realtor in another state a month prior and all that agent could talk about was his "cool technology". He went on to say that he never felt comfortable with that agent.
Thanks to my prior hard lesson I was quick thinking enough to ask this new client how he wanted information relayed and it appears this will pay big dividends. We have since had several conversations and he will be here on Thanksgiving day week.
Remember that just because technology is embraced by the vast majority of people in our society, there are still those out there that don't feel comfortable with many facets of technology.
Knowing what people want and how they want it will pay big dividends and build a trust and comfort feeling that is so important.
George - as always - a wonderful post.
Recently I was working with a young couple (late 20's) in trying to find them their very first home. I made a terrible assumption that because of their ages and occupations that they were high-tech 'kids' and that email would be the preferred channel for information.
During a conversation I nonchalantly asked, "So, give me your email and I'll make sure you get listings at least once a day." Well, the answer I got was a little odd to me: "We don't have email. We don't even have a computer. I just use one at work."
I felt very bad for having made an assumption (and we all know what assume means!) that was based on their ages.
Your post reminds all of us to be a little more considerate when providing information to our clients.
Carol - Thank you my friend and we all must learn this valuable lesson.
Sheri - Very, very true. The personal touch is so very important.
I hear you on this one! I have had several clients who while they have acess they are not tech savvy and feel uncomfortable with it. I have to be careful to listen to the tone of the response regarding internet as well as what they say. Often the tone will tell me so much more than the words being spoken. The art of Listening is essential in a good REALTOR!
Vanessa
"Why would anyone want a computer in their home?"
Rings a bell from deep in the past. And some people still haven't answered that question.
Knowing how clients want to communicate is fundamental.
Roberta - Thank you my friend and all my best
Kris - You are very welcome and good luck to you
Vanessa - The art of "Listening" is paramount! Have a great day
Mike - Many people have them but don't embrass them. It is not for use to quesiton but for use to listen to their needs.
Missy - Great point and so very true
Jill - Keep up the great job!
George: Asking the client how they want you to communicate puts them in charge. That's where they're most comfortable. I'm subscribing to your blog; thanks for posting useful stuff.
Mike in Tucson
Good post, you have to gear your information to the client. I ask a lot of questions and make the cleint talk more than me first........I get to know a lot about them and can then gear my info to their learning style. Reflection back on what they have said works well too
Anne