Managing The Needy Client and Still Managing Your Time

By
Real Estate Broker with HOM Sotheby's Intl Realty, 949-510-2395 DRE# 01494165

Everyone knows immediately who I'm talking about. Doesn't matter if it's a first time buyer or a real estate investor, it's the client who calls/emails all day long with every question which pops into their minds. I think we all feel for these clients, it's a big purchase/transaction, they are unsure of the process, or the timeline, or the costs, or the disclosures, and they need to speak to you; you need to explain it to them and ease their minds.

Of course....that's part of the job. The problem is that unless they are your only client (and that's a problem for another post), we just can't stop throughout the day to handle all these questions, and we don't want to have them feel we are ignoring them either. Solution? I have one!

1)I start every day by sending an "update" email to all my active escrow clients. I include any action items they still have to do and updates on what I, or my assistant, will be doing on their behalf that day. I also include a timeline going forward and future action items (such as a scheduled home inspection or HOA documents which have been ordered). This is an easy and quick email to put together because some days, nothing has changed from the day before and I keep a copy to use as a template.

2) I also set up a specific hotmail account for each escrow. The address my be 123mainstreet@hotmail.comand I use the automated vacation reply to give the same basic information, where we are at in the process. I also have my clients email me directly to their private hotmail address and they can feel comfortable that I won't miss something they send.

3) Phone calls....I encourage them to call me anytime. I also let them know that when I'm out with clients (just like when I'm with them) I do not pick up the phone but allow it to go to voicemail. Then I will listen to the message and try and get them the correct information before I call them back, so it might be a late return call, if I need to speak to escrow or the other agent. This sets the expectation that they might not get a quick call back, but will get an answer when they do.

4) I return all calls/emails the same day.

I believe it's part of our job to handhold the clients who need it....but it doesn't have to consume our day, if we have a system in place to handle it well.

Posted by

 

 

 

KAREN FIDDLER
Dre no. 01494165
Broker/Associate
HÔM SOTHEBY'S INTERNATIONAL REALTY
M 949.510.2395
KarenpFiddler@gmail.com
 

 

Notice: This e-mail message, together with any attachments, contains information that may be confidential proprietary copyrighted and/or legally privileged, and is intended solely for the use of the individual or entity named on this message. If you are not the intended recipient, and have received this message in error, please immediately return this by e-mail and then delete it.

 

 

 

 

close

Re-Bloggged 3 times:

Re-Blogged By Re-Blogged At
  1. Wallace S. Gibson, CPM 03/08/2010 02:57 AM
  2. Jamelah Jackson-Alam 03/18/2010 03:11 PM
  3. Jamelah Jackson-Alam 03/18/2010 03:11 PM
Spam prevention

Accessibility option: listen to a question and answer it!

To submit the form,
drag the envelope to the circle on the side.

Type below the answer to what you hear. Numbers or words, lowercase:

Topic:
ActiveRain Community
Groups:
BananaTude
Be The Best In Your Field
Club Chaos
Realtors®
Tags:
time management
client care
fiduciary duty includes care
buyers agent
listing agent

Comments 51 New Comment

Rainmaker
387,711
Lew Corcoran
Your Professional Real Estate Advisor
Zip Realty

What a great idea! I've trying to figure out how to provide updates on loan application without looking up each eamil address and sending emails. Here is something that is so simple to implement - and so obvious. Now I'm using the "vacation reply" of the email for each loan in that's in processing. I'm using Google's gmail because it's not as limiting as MSN's hotmail.

Good show!

March 15, 2010 02:53 PM
Rainmaker
946,192
Karen Fiddler, Broker/Realtor
(949)510-2395
HOM Sotheby's Intl Realty, 949-510-2395

I'm glad it's working for you, takes such a small amount of time to set up and if there is no change, then no change. I haven't used gmail...but all my hotmails are working great.

March 15, 2010 03:45 PM
Anonymous #49
Anonymous
Lenore Wilkas

You are simply brilliant!  What an easy solution and easy to replicate for any of us.  Thanks so much for sharing.

March 15, 2010 04:50 PM
Rainmaker
946,192
Karen Fiddler, Broker/Realtor
(949)510-2395
HOM Sotheby's Intl Realty, 949-510-2395

Brilliant? I'm so flattered....thank you.

March 15, 2010 05:07 PM
Anonymous #51
Anonymous
Edwil Antolin

Thank you very much for sharing a great communication system.  Have a wonderful day!

March 16, 2010 12:40 AM
Rainmaker
946,192

Karen Fiddler, Broker/Realtor

(949)510-2395
Any Questions? Ask Me!
*
*
*
Spam prevention

Accessibility option: listen to a question and answer it!

To submit the form,
drag the chair to the circle on the side.

Type below the answer to what you hear. Numbers or words, lowercase:

Additional Information

A Southern California Coastal agent's perspective on real estate and other things that interest me!

Author Bio: Karen Fiddler has been a Realtor for...