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

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!

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Re-Bloggged 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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Kathy Schowe
La Quinta, California 760-333-8886
California Lifestyle Realty

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

December 02, 2009 11:38 PM

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

December 03, 2009 12:32 AM
Morgan Evans
Douglas Elliman Real Estate

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.

December 03, 2009 06:47 AM
Patricia Aulson
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

December 03, 2009 07:19 AM
Bill Gassett
Metrowest Massachusetts Real Estate
RE/MAX Executive Realty

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

December 03, 2009 07:57 AM
Margaret Rome, Baltimore Maryland
Sell Your Home With Margaret Rome
Broker/ Owner HomeRome Realty-Author "Real Estate the Rome Way" 410-530-2400

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!  

December 03, 2009 09:12 AM
Fred Carver-Top Realtor Victoria, BC
Accredited Victoria BC Real Estate Consultant
Re/Max Camosun Victoria BC Real Estate

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


December 03, 2009 11:07 AM
Gary Swanson
RE/MAX Ideal Brokers, Inc.

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.

December 03, 2009 11:59 AM
Wendy Rich-Soto Team At Keller Williams Realty, LA Harbor
"Because IT IS all about YOU!"
Keller Williams Realty, LA Harbor

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

December 03, 2009 03:31 PM
Lyn Sims
Schaumburg Homes
RE/MAX Suburban - Schaumburg IL Real Estate - Northwest Suburbs of Chicago

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'.

December 03, 2009 04:58 PM
Paul C. Wilkinson
GRI, REALTOR -Menifee, Murrieta, Temecula - (951)
CENTURY 21 Preferred

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.

December 03, 2009 05:36 PM
Donna Quinlan
Realtor CRS,GRI, Newburyport, Boston's North Shore
Keller Williams Realty

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!

December 03, 2009 09:48 PM
Dr. Stacey-Ann Baugh
A doctor who makes house calls.
Century 21 New Millennium

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.

December 04, 2009 06:41 AM
Dawn Tittsworth
Realtor - Buyers York County
ReMax Patriots 717-676-0189

York County Pennsylvania here !


BCC the only way to go!

December 04, 2009 08:08 AM
Andrew Monaghan
CRS, GRI, EPro Associate Broker
Your Phoenix Home Source

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


December 04, 2009 09:20 AM
Jenny Durling
For Los Angeles real estate help 213-215-4758
L.A. Property Solutions

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

December 04, 2009 11:02 PM
Matthew Bartlett
Century 21 Masters/Lic. #01353034

Hey Jason,

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


December 05, 2009 03:42 PM
Betina Foreman
Realtor, C.N.E. Selling Homes in Lake Travis & Central Austin!
512-771-6318 Austin Home Girls Realty

Dear Jason,

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


December 05, 2009 06:21 PM
John Cannata
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.

December 05, 2009 08:01 PM
Evelyn Johnston
Super Agent, Probably the Best Agent in the Galaxy
Elkhart County Subdivisions, LLC

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!

February 01, 2011 07:16 PM
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Jason Crouch

Broker - Austin Texas Real Estate (512-796-7653)
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