Using Your Email's CC and BCC Features for Fun and Profit (Okay, Maybe Just Profit?)

By
Real Estate Agent with Austin Texas Homes, LLC 453249

Once, I was working with some clients who were....challenging, to say the least.  They seemed to distrust everyone involved in the process, and both husband and wife alluded to suing the other party in the transaction more than once, as well as their own lender.  They never pursued any legal action, thankfully, since they had no case of any kind.

Since they had trust issues, I decided that one of the best things I could do was to use the "BCC" (blind carbon copy) feature on any emails I sent to the other parties involved, so that they could see all of my written communications for themselves.  This seemed to assuage their fears that nothing was happening when we hit some strange lender-related delays.  

One big lesson I have learned in my real estate career is to always be proactive about telling my clients what is happening.  I don't even really like the word "proactive" as much these days, since it seems a bit trite, but it's the best word here.  This assertive behavior applies for both buyers and sellers alike.  I am not perfect at this, of course, and during those times when I forget or put off a call or email, my clients will inevitably contact me about that particular issue.  Darn!

Here are a few examples that would warrant an email or phone call from me to my selling clients:

  • Home is loaded in the MLS (send a link after calling)
  • Flyers are made (bringing them by later, etc.)
  • Followed up with agents who have shown the house (BCC thing works here, too)
  • Received feedback
  • Any marketing efforts of any kind
For buyers, here's another short list of activities that merit contacting them:
  • No response yet to initial offer after a day or so
  • Any responses to offer/counteroffer
  • Contact with title company about their file
  • Contact with lender for any reason
In the instances above, sometimes I will pick up the phone.  Other times, there might be a good reason to put it in writing, which means I will either CC or BCC my clients.  

When does it make sense to use the CC feature?  Well, in my opinion, it's useful sometimes to show the primary point of contact that you are involving your client in the communication in order to put subtle pressure on them to respond.  Other times, you might use BCC just to "prove" to your client that you are attempting contact on their behalf, such as for feedback on showings, etc.

If I had once piece of advice to give to new agents, other than the obvious stuff about having integrity, it would be to make a sincere effort to communicate with your clients.  The only way that I can teach this easily is to ask you to put yourself in their shoes.  What information would you want to have available if you were buying or selling a home, particularly for the first time, or in an unfamiliar market?

I hope this is helpful.  Thanks for reading!

Photo credit: http://www.flickr.com/photos/djbrady/1238664937/ 


Posted by

If you're looking for a home in the Austin area, you can also visit my primary website at www.austintexashomes.com.  Thanks!

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Re-Blogged 3 times:

Re-Blogged By Re-Blogged At
  1. Kathy Schowe 12/02/2009 11:38 PM
  2. Sybil Campbell 12/04/2009 12:31 AM
  3. Pat Ogle 12/05/2009 10:57 AM
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Ambassador
832,573
Kathy Schowe
California Lifestyle Realty - La Quinta, CA
La Quinta, California 760-333-8886

This post hit home with me... I just closed today with a tough client... and I used CC and BCC to keep escrow, and TC's in the loop.  No more 'he said' -- 'she said'.  Thanks for posting!  Kathy

Dec 02, 2009 11:38 PM #103
Anonymous
Anonymous

I like that, I have never really used the cc and bcc features before but I plan to put them more into use now.

Dec 03, 2009 12:32 AM #104
Rainmaker
535,073
Morgan Evans
Douglas Elliman Real Estate - Manhattan, NY
LICENSED REAL ESTATE SALESPERSON

A buyer like that is a tough situation, in my mind, you are next in line if things dont go their way.  Being proactive as you say is the best approach but hopefully it doesnt come back to haunt you if they dont like what they see and they really get litigious.

Dec 03, 2009 06:47 AM #105
Rainmaker
521,499
Patricia Aulson
BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate - Exeter, NH
Realtor - Portsmouth NH Homes-Hampton NH Homes

Thanks for the great suggestions today Jason.   Communication is key in any business I think.  I like to think this is one of my strong points for sure.

Patricia/Seacoast NH

Dec 03, 2009 07:19 AM #106
Rainmaker
913,929
Bill Gassett
RE/MAX Executive Realty - Hopkinton, MA
Metrowest Massachusetts Real Estate

Jason your approach is much like mine. I like to keep in constant contact with my clients!

Dec 03, 2009 07:57 AM #107
Ambassador
1,763,194
Margaret Rome, Baltimore Maryland
HomeRome Realty - Baltimore, MD
Sell Your Home With Margaret Rome

Such good use of simple technology!  Following this procedure, most litigation could  be eliminated.

Husband/wife buyers, who also cc each other, saves  so much repeating and we are all in the loop. The paper trail is priceless!

Love the way you take such an important part of real estate and make it so easy! I like the way you write!  

Dec 03, 2009 09:12 AM #108
Rainmaker
874,464
Fred Carver-Top Realtor Victoria, BC
Re/Max Camosun Victoria BC Real Estate - Victoria, BC
Accredited Victoria BC Real Estate Consultant

Hi Jason..Point well taken..or should I say Given. I include BCC many times to Clients to keep clients in the loop, so they know exactly what is going on...It sure helps, to even forward replies..Makes us look Good, when the other side "Is being stupid?"

Merry Christmas from Fred Carver

 

Dec 03, 2009 11:07 AM #109
Rainer
383,945
Gary Swanson
Century 21 Harris & Taylor - Grants Pass, OR

Jason, good post.  It's important to keep in touch with your clients even if nothing has changed since the last time you spoke with them.

Dec 03, 2009 11:59 AM #110
Rainmaker
156,864
Wendy Rich-Soto San Pedro Realtor & Greater LA Area Expert!
Keller Williams Realty, LA Harbor - San Pedro, CA
"Because IT IS all about YOU!"

If we want to take anxiety away we need to always stay in contact.  Thanks for the great post!!

Dec 03, 2009 03:31 PM #111
Rainmaker
844,301
Lyn Sims
RE/MAX Suburban - Schaumburg IL Real Estate - Northwest Suburbs of Chicago - Schaumburg, IL
Schaumburg Homes

I would hate to go thru life not trusting people, it's a shame that some people insist on making themselves nuts on this.  Proactive is good, even for saying 'nothing is going on'.

Dec 03, 2009 04:58 PM #112
Rainer
36,600
Paul C. Wilkinson
CENTURY 21 Preferred - Menifee, CA
GRI, REALTOR -Menifee, Murrieta, Temecula - (951)

I have found that the CC and BCC emails keeps everyone so much more honest (most of the time), not only to my clients, the escrows, the lenders, etc...but in my other endeavors I am involved with as well.  Great additive for the commnication log and stops the he said/she saids pretty quickly.

Dec 03, 2009 05:36 PM #113
Rainmaker
136,937
Donna Quinlan
Keller Williams Realty - Newburyport, MA
Realtor CRS,GRI, Newburyport, Boston's North Shore

Communication is the key! The cc feature is such an easy way to keep all parties informed and up to date. Thanks for the post Jason!

Dec 03, 2009 09:48 PM #114
Rainmaker
524,788
Dr. Stacey-Ann Baugh
Century 21 New Millennium - Upper Marlboro, MD
A doctor who makes house calls.

I used the BCC feature with my last client everytime I communicated with the REO listing agent because we were getting nowhere and I wanted to ensure that my client was aware that i was working and that I wasn't the one stalling the transaction.

Dec 04, 2009 06:41 AM #115
Rainer
7,798
Dawn Tittsworth
ReMax Patriots 717-676-0189 - Stewartstown, PA
Realtor - Buyers York County

York County Pennsylvania here !

 

BCC the only way to go!

Dec 04, 2009 08:08 AM #116
Rainmaker
334,646
Andrew Monaghan
Your Phoenix Home Source - Glendale, AZ
CRS, GRI, EPro Associate Broker

Great post, you need to be careful not to breach the fiduciary to your client when you BCC.

 

Dec 04, 2009 09:20 AM #117
Rainmaker
235,683
Jenny Durling
L.A. Property Solutions - Los Angeles, CA
For Los Angeles real estate help 213-215-4758

Very good advice. I'm also careful not to forward other people's communications to me without their consent.

Dec 04, 2009 11:02 PM #118
Rainer
161,182
Matthew Bartlett
Century 21 Masters/Lic. #01353034 - Glendora, CA

Hey Jason,

Great post. This was very helpful. Thou I have always tried to stay in contact via phone more than anything.

Matt

Dec 05, 2009 03:42 PM #119
Rainmaker
414,781
Betina Foreman
512-771-6318 Austin Home Girls Realty - Austin, TX
Realtor, C.N.E. Selling Homes in Lake Travis & Central Austin!

Dear Jason,

Thanks for another great post. I could not agree more, good communication is the key to any transaction. Thanks!

Betina

Dec 05, 2009 06:21 PM #120
Rainmaker
398,633
John Cannata
214-728-0449 http://TexasLoanGuy.com - Frisco, TX
Texas Home Mortgage - Purchase or Refinance

Jason - These are good suggestions. It does put your clients mind at ease that at least YOU are doing what you need to be. I don't use this feature today, but had to use it when working for 'Corp America' because sometimes it was just good ole CYA.

Dec 05, 2009 08:01 PM #121
Rainmaker
1,277,209
Evelyn Johnston
Elkhart County Subdivisions, LLC - Elkhart, IN
Super Agent, Probably the Best Agent in the Galaxy

That is a good idea Jason.  I do it sometimes, but I think I will take your advice and BCC or CC my clients more often...Thanks!

Feb 01, 2011 07:16 PM #122
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Jason Crouch

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