Chapter 13


When we talked about the importance of the buyer consultation, we also mentioned the importance of asking your active buyers how they want to be communicated with. This will help you build a buying experience that is tailored to their specific needs.

Below, you’ll see the importance of agent communication for today’s home buyers. Notice that 79% of buyers still feel it is important that you pick up the phone and call, while 45% of buyers want you to send property information and communication via text.


Percent of Respondents

Are you prepared to keep up with active buyers in today’s tech savvy world? Here are a few pointers specifically for those thinking about texting their clients.


The most irritating text message is the one that’s unsolicited. Sending unexpected text messages can quickly lead to unhappy clients and missed messages for those who don’t use text messaging often. Be sure to always ask the client for their preferences upfront.


You may want to meet “L8TR” with clients to sign a contract or view a home in person “2MRW,” but you should save the abbreviations for texting with friends. While industry abbreviations such as “MLS” should be ok, be wary of using them in general – especially if you’re not 100% clear on their meaning.

An “OMG” would definitely be a “WTF” moment for your clients, yikes!”


With texting, you can be quick and to the point, but never overly informal. Tone can be lost or easily misinterpreted in text messages. Try to use the same tone of voice you would use in an email or face-to-face meeting with the client


Only send text messages with information that is important and concise. Sending a complete paragraph of information – which will be difficult to read and review on a phone – will only overwhelm and frustrate your client.


While it may seem obvious, how and when you answer text messages sets a precedent with your clients. If you don’t mind a 5am wake-up text, jump up and respond immediately. If you prefer to communicate during business hours, only send and respond to messages during those times. Some real estate professionals are lenient in this area because they understand that buying or selling a home can be a dynamic process.


Need to give your client details on a new offer? Want to send over the details of a contingency? While you may want to alert clients that a new offer has come in via text message, always be sure to follow-up with an email. Email is easier to maintain a paper trail and should be used for more formal discussions such as contract negotiations and details. You should also be wary of discussing financial information via text.

When you take the time to communicate in the ways that your buyers expect, you move from
being just another agent to an agent that is fully engaged in your clients’ experience. If you’re not taking these steps, another agent will. Active buyers will go where they feel most appreciated and understood.