In Episode 42 of the Toe-2-Toe Podcast, hosts Jenn Murtland and Monica Weakley duke it out over how often you should update your client. Hear Jenn’s system for eliminating unnecessary calls and Monica’s vision for concierge service. Then stay tuned for a special tiebreaker segment about the importance of weekly communication.
Episode Highlights:
- How often should you update your client?
- Jenn feels that when you first take a listing, the first 72 hours are critical. After that, check in 1-2 times per week.
- Jenn feels that if her clients are calling her, she hasn’t done her job.
- Jenn is generally an over-communicator. She answers questions before they're asked.
- Monica believes the frequency of communication should be dictated by your expectation setting with the clients.
- Monica thinks setting expectations is letting people know how you operate.
- Proper communication involves setting expectations.
- Jenn rarely gets client calls because she has already proactively called them.
- Jenn knows when she's dealing with different types of people who may need more or less communication.
- If we don't follow up with people to tell them what we've done, they'll have no way of knowing we did it.
- Talking to clients frequently the first three days stops anxiety in its tracks for Jenn's clients.
- Tell clients what happened, what will happen next, and ask them for their questions.
- Leave a voicemail at least once a week in addition to your texts and emails.
- To your clients, every part of the process is a big deal.
- Monica wants to understand how her clients want to communicate with her. Jenn does not change the process for the person.
- Monica offers concierge-style service. Jenn thinks there's a limitation to the number of clients someone can serve that way.
- Experienced professionals anticipate their clients' questions.
- Monica is looking for the thing she might be missing if she took a guess at how clients want to communicate.
- Jenn doesn't get mad when people call or text after hours. She just doesn't answer.
- Monica emphasizes the importance of understanding your client.
- Jenn feels that in order to do volume you need to be less accommodating.
- Tiebreaker Crystal Anderson says how frequently you should communicate with your clients depends on where they are in the process.
- She sends house hunters listings daily. Once they're under contract she communicates with them once per week.
- If you don't build a relationship it's hard to make adjustments based on feedback.
- When people have a good experience with you, you'll get referrals.
3 Key Points:
- Communicating frequently within the first 72 hours of listing a home is critical to managing client anxiety.
- Remember to tell clients what you’ve done for them to provide value. They won’t know unless you tell them.
- You can set expectations from the outset about how you prefer to communicate with clients.
Resources Mentioned:
