You can never over communicate

By
Mortgage and Lending with Mortgage Magic
You will never be criticized for over communicating. I am doing a refinance transaction now with a gentleman who up front that he is not a paper person and really did not want to get involved with too many details.
 
I took him at his word and I was wrong !  I work in an area with tons of engineers and technical workers. They are used to getting into details to a great degree -- much more than the average person and certainly much more than I am.
 
Years ago I was doing a loan for a gentleman who was head of sales for a large technical firm. He called to see if he could visit with me and discuss financing. He asked what he needed to bring and hearing that he was head of sales I said to just come by and we would talk to determine what we could do. The conversation continued and twice more he asked what he needed to bring -- that is not a question most sales people would ask. I asked. "Are you an Engineer?" He replied that he has an EE degree (Electrical Engineering). Then my communication changed completely....I gave him a list of items; a big list; anything and everything that I could think of and then added some more. He was happy !
 
I was wrong to take the gentleman's word that he is not a "paper person"...He told me the truth but we all see things so differently. For one person 'a little while" might mean 20 minutes and for another it might mean 3 hours....If you over communicate you will never be criticized.
 
You will never get in trouble with a client by over communicating.
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Re-Bloggged 2 times:

Re-Blogged By Re-Blogged At
  1. Lisa Tully 09/13/2012 03:01 PM
  2. Winston Heverly 01/22/2013 03:21 PM
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Tags:
communication
buyers realty
mortgage magic
doug jones
sales skills

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Rainmaker
647,035
Evelyn Kennedy
Alameda, Real Estate, Alameda, CA
Gallagher & Lindsey, Alameda, California

Doug:

Knowing your clients helps determine the way you communicate.  Many of my clients are not interested in the paperwork and the process.  I try to be as concise as possible with them.  Others want to know everything single thing I do, so I cc them on all my emails and send them a daily update about what is going on.

September 13, 2012 09:21 AM
Rainmaker
347,753
Sylvie Stuart
Home Buying, Home Selling and Investment - Flagstaff, AZ
Keller Williams Check Realty 928-600-2765

It's so true. When I get online leads, i still keep in regular contact and after a while I hear back and the first thing I hear is "thank you for your persistance". I like to keep that standard throughout the process and it's always appreciated. 

September 13, 2012 09:22 AM
Rainmaker
63,012
Doug Patterson
CRS, ABR, Broker-In-Charge
Park Place Real Estate, Broker-In-Charge

Great post, Doug!  I use a check list....sometimes it works sometimes not.  Depends on the client.  I do believe in giving more information than giving less.  CYA...is my goal and helps protect the client down the road as well.

 

September 13, 2012 09:35 AM
Rainmaker
180,371
Barbara Le Pine
S & W Real Estate, Newport OR
S & W Real Estate, serving Lincoln County

**Bullet points in every email!

**a followup phone call!

** Great post!

**Have a fun and profitable real estate day!

September 13, 2012 09:42 AM
Anonymous #57
Anonymous
Anonymous

I agree with you and have had similar circumstances.

September 13, 2012 09:48 AM
Rainmaker
160,972
Karen Steed
Associate Broker Haralson Realty licensed in GA and AL
Tallapoosa, Bremen, Waco, Buchanan, Temple, Carrollton

You are right.  You should add CLEAR communication.  Somtimes people don't really understand what you're asking for, and the importance of what you are asking for.  You understood that your EE worked better from a list. 

September 13, 2012 10:34 AM
Rainmaker
570,044
Bill Gillhespy
Fort Myers Beach Realtor, Fort Myers Beach Agent - Homes & Condos
16 Sunview Blvd

Hi Doug,  Well written post.  I've noticed that many more people prefer to only text as opposed to a friendly voice on the other end of the line !

September 13, 2012 10:39 AM
Rainer
39,043
Tony Hammer
Group of Luxury Homes & Condos For Sale
Allstar Realty Inc.

Tony Hammer Group Luxury


Great Post ! Communication is the ultimate key to success and developiing solid realationships. Whether the news is good or bad the client needs to be informed. I am shocked when my clients thank me for returning their call. Obviouly, a substantial amount of people in the business world don't take the time to return calls and to explain and discuss what's going on.

Text and email are extremely important but unless your name is Ernest Hemingway you won't be able to project the same kind of enthusisiasm and writing skills  that a personal phone call can acheive. I also believe that you can accomplish much more with personal interaction via the phone. 

Seach now to view Thousands of South Florida & Fort Lauderdale Homes-Condos for Sale


September 13, 2012 12:07 PM
Anonymous #61
Anonymous
James Febbo

The title is right on...I have learned the lesson too many times that you must overcommunicate.  I learned the hard way with a client that said she "didn't need to contacted at every turn" but would call me daily or every other day to "check in"!  I the turned the table and would email her in the morning and call once per week...Even if nothing happened...

September 13, 2012 12:49 PM
Rainer
123,431
Sylvia Jonathan
Broker Associate, SFR
Coldwell Banker Platinum Properties

Okay, so let me get this straight: You have a prospect who wants to do a refinance. You know what the lender NEEDS specifically to do a refi. Your prospect asks you what he needs to bring and you are not specific? Whether or not he is a "paper person" has no bearing on what the two of you are embarking. Explain that the LENDER definitely is a "paper person"! Lead the client by the hand.

I hope that just because you thought a salesperson would not ask what to bring you would not TELL him what to bring. Hopefully you do not think that the lender will say: It's a salesperson (artist, designer, doctor etc), let's not ask for paper here...

Communicating effectively is never over-communicating.

September 13, 2012 02:20 PM
Anonymous #63
Anonymous
Ann Shahin

I agree 100%, not only should we communicate using technology but written and verbal communication is extremely important. You are working with customers making huge decisions and sometimes it is tough to hear through the clutter of email or texting rather the human voice which tells you much more. Thanks for making me think.

September 13, 2012 02:25 PM
Rainmaker
92,247
Fred Sweezer Sr.
Certified Home Inspector
Property Inspection Services

Telephone,Telegraph, and "Tell a Woman" it is a rule that applies to all communication very good post on the subject.

September 13, 2012 03:08 PM
Anonymous #65
Anonymous
Margaret Barnes-DelColle

How timely. I sometimes lay awake at night wondering if I should have been more detailed in my communication to someone and did they fully understand me. You said it. Can't communicate to much. Thanks for the communication!

September 13, 2012 03:15 PM
Rainmaker
628,867
Stephanie/Bob The Ruiz/Miller Team
The Ocala Dream Team
Keller Williams Cornerstone Realty
Hi Doug we agree. And we tell them at the listing that we have a coordinator but we have added reminders along the way to tell them again.
September 13, 2012 03:29 PM
Rainmaker
108,799
Isabella Scott
www.isabellascott.com
Coldwell Banker Residential Real Estate

I agree as well, I always try to explain everything in detail and provide summaries because most people dont' remember everything.  Sometimes others tell me I do too much, but in the long run I have very few problems.

September 13, 2012 05:09 PM
Anonymous #68
Anonymous
Brenda Garren

I so agree with you Doug and it is important even and most especially in a relationship of any kind. In communication it helps to mirror what you heard the other person say. An example: I am cold and uncomfortable here in this country shack. The other person: You are uncomfortable in the country shack. He brought her there and he should understand she isn't happy, right? Ha!

September 13, 2012 06:25 PM
Rainmaker
1,236,172
Gene Riemenschneider
Turning Houses into Homes
Home Point Real Estate

Good points about understanding your clients.  Different types of people see things differently.

September 13, 2012 08:15 PM
Rainer
201,475
Nan Jester
Realtor, Exit Real Estate Gallery
Exit Real Estate Gallery Jacksonville Beach, FL

Good point. Communication is such an important part of every relationship.

September 14, 2012 07:19 AM
Anonymous #71
Anonymous
Ron Keffer

Doug:  People do not realize that communication is very important in our society.  We use communication to get people to understand what we are  talking about, wanting, or just making a comment.  I would hate to count the number of times I communicate with others in a 24 hour period.  Each time you open your mouth and say something, this is communication.  I agree with you that we take people for granted and just assume that they know what we are talking about.  Be specific, informative, and last but not least, be a good listener.  You might learn something.

Ron Keffer

September 15, 2012 05:57 PM
Rainmaker
1,022,690
Lisa Von Domek
....Experience Isn't Expensive.... It's Priceless!
Lisa Von Domek & Associates LLC, Real Estate Broker/Associate with Real Living Real Estate Group www.LisaVon.com

Hello Doug,

Well written and I agree completely - one can never over communicate!

January 22, 2013 03:34 PM
Anonymous
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Rainmaker
218,612

Doug Jones

Mortgage Broker - NMLS 286668
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