Managing Expectations in Client Communication

Power of communicationI have been thinking a lot about how we communicate, not only for personal communication, but in business communication as well.  Each of us has a certain expectation when it comes to communication but in the real estate business it can mean the difference in how a client views the overall performance when buying and selling a home.

Communication used to be simple, we used the telephone, email or notes and letters to communicate with friends, clients and co-workers. Now with smartphones, mobile apps and social platforms, most of us are always plugged in and connected. Author Brian Solis refers to this  as Generation “C”, the connected generation.

Over the weekend, I decided to unplug for some much-needed quiet time. Monday morning I received a phone call from a friend of mine who had been worried about me because I had not answered an email a text or a message on Facebook. I thanked my friend for his concern and assured him that I was just fine and had just chosen to unplug.

Being connected all the time has created an expectation of instant communication and with all of the various communication channels, we never know exactly where the communication will come from. Of course, we can set up alerts for the various channels but with all of the alerts dinging and bonging and the reminders popping up, it’s a wonder we can get any work done.

The real estate industry seems to have a heightened sense of priority around communication. With online consumers, we are told if you don’t respond in 3-5 minutes, the potential client will move on to the next person. In a hot real estate market with multiple offers, your buyers are expecting you to respond quickly. Sellers want to have feedback as soon as there has been a showing on their home.

According to the National Association of REALTORS ®  2013 Profile of the Home Buyers and Sellers, 86% of homebuyers considered communication skills very important when choosing an agent.

4-17 2

 

 

 

 

 

 

 

So how do you manage your clients’ communication expectations?  When you begin working with new clients, are you asking them what their preferred form of communication is? Are you setting expectations about the way in which you will communicate the details of the transaction; paperwork, responses during negotiations and during the closing process?

Having a communication agreement when working with clients goes a long way towards a smoother transactions and building better client relationships. All too often I have read agent reviews in which home buyers or sellers were unhappy because an agent did not communicate with them during or after the transaction. Real estate is a people business and good communications skills are essential when guiding buyers and sellers through the complex home buying and selling process.

Thursday Forum, Technically Speaking, Ethics and much more free real estate clock hours this fall

 

fall-schedule-710x270

Fall is here, and that means back to clock hour classes. We offer free real estate clock hours for our Coldwell Banker Bain and Coldwell Banker Seal brokers at no charge, our benefit to our brokers.

Are you looking for free real estate continuing education clock hours? Below is a list of upcoming classes in September. Please make sure to plan ahead and look at the calendar, because we don’t offer all classes every month. Check often, new classes added throughout the year.

To view all of our upcoming  free real estate clock hour classes please visit: www.cbbainsealtraining.eventbrite.com

Coldwell Banker Bain Live Classes and Online Webinars:

Coldwell Banker Seal Live Classes and Online Webinars:

Please contact your office manager for a current list of classes available at your branches.

  • ProSchools is our partner for pre and post licensing in both Washington and Oregon. Rockwell Institute is our partner for our local live and online classes in Washington. For clock hour and transcript questions, please contact Rockwell Institute to setup your profile and get your online username and password.
  • Online and live classes are also available at Rockwell Institute. www.rockwellinstitute.com
  • In order to host these upcoming continuing education real estate classes, we need to have a minimum of 12 students registered. We’d love to have you join us. To view all of our upcoming  free real estate continuing education courses please visit: www.cbbainsealtraining.eventbrite.com

Non CB Bain / CB Seal Clock Hours Here is more information about upcoming clock hours if you need to get clock hours. Please note that these cost money and are not connected with CB Bain, or CB Seal. Washington Brokers: Seattle King County Association of Realtors: SKCAR: http://www.nwrealtor.com/education/ Snohomish County Association of Realtors: SCCAR: http://www.sccar.com/webpage/webpage.cfm?UUID=7A231716-3048-B0F6-6A970CFB608F4361 Whatcom County: WCAR: http://www.wcar.net/events/category/classes-and-events Pierce County Association of Realtors: TPCAR: http://tpcar.org/index.php/newsandevents/ Vancouver: CCAR: http://ccrealtors.com/education/ All of Washington Realtors: http://www.warealtor.org/education/ Oregon Brokers: Portland: PMAR: http://www.pmar.org/events-and-education/PMAR-Events Oregon Association of Realtors: http://oregonrealtors.org/education

Join us for Thursday Forum, Real Estate Law, Ethics and more in September

Mark Schedler
Mark Schedler, Williams Kastner Speaking at Thursday Forum on 9/11 at 8:30am at YBTC

Are you looking for free real estate continuing education clock hours? This is a benefit that we provide to our staff and brokers. Please make sure to plan ahead and look at the calendar, because we don’t offer all classes every month. To view all of our upcoming  free real estate clock hour classes please visit: www.cbbainsealtraining.eventbrite.com Coldwell Banker Bain Live Classes and Online Webinars:

Coldwell Banker Seal Live Classes and Online Webinars: Please contact your office manager for a current list of classes available at your branches.

  • ProSchools is our partner for pre and post licensing in both Washington and Oregon. Rockwell Institute is our partner for our local live and online classes in Washington. For clock hour and transcript questions, please contact Rockwell Institute to setup your profile and get your online username and password.
  • Online and live classes are also available at Rockwell Institute. www.rockwellinstitute.com
  • In order to host these upcoming continuing education real estate classes, we need to have a minimum of 12 students registered. We’d love to have you join us. To view all of our upcoming  free real estate continuing education courses please visit: www.cbbainsealtraining.eventbrite.com

Non CB Bain / CB Seal Clock Hours Here is more information about upcoming clock hours if you need to get clock hours. Please note that these cost money and are not connected with CB Bain, or CB Seal. Washington Brokers: Seattle King County Association of Realtors: SKCAR: http://www.nwrealtor.com/education/ Snohomish County Association of Realtors: SCCAR: http://www.sccar.com/webpage/webpage.cfm?UUID=7A231716-3048-B0F6-6A970CFB608F4361 Whatcom County: WCAR: http://www.wcar.net/events/category/classes-and-events Pierce County Association of Realtors: TPCAR: http://tpcar.org/index.php/newsandevents/ Vancouver: CCAR: http://ccrealtors.com/education/ All of Washington Realtors: http://www.warealtor.org/education/ Oregon Brokers: Portland: PMAR: http://www.pmar.org/events-and-education/PMAR-Events Oregon Association of Realtors: http://oregonrealtors.org/education

Visit our Eventbrite Calendar for upcoming classes

IMG_20131017_083645

Are you looking for free real estate continuing education clock hours? This is a benefit that we provide to our staff and brokers.

Please make sure to plan ahead and look at the calendar, because we don’t offer all classes every month. To view all of our upcoming  free real estate clock hour classes please visit: www.cbbainsealtraining.eventbrite.com

Coldwell Banker Bain Live Classes and Online Webinars:

Coldwell Banker Seal Live Classes and Online Webinars:

Please contact your office manager for a current list of classes available at your branches.

  • ProSchools is our partner for pre and post licensing in both Washington and Oregon. Rockwell Institute is our partner for our local live and online classes in Washington. For clock hour and transcript questions, please contact Rockwell Institute to setup your profile and get your online username and password.
  • Online and live classes are also available at Rockwell Institute. www.rockwellinstitute.com
  • In order to host these upcoming continuing education real estate classes, we need to have a minimum of 12 students registered. We’d love to have you join us. To view all of our upcoming  free real estate continuing education courses please visit: www.cbbainsealtraining.eventbrite.com

Non CB Bain / CB Seal Clock Hours

Here is more information about upcoming clock hours if you need to get clock hours.
Please note that these cost money and are not connected with CB Bain, or CB Seal.

Washington Brokers:

Seattle King County Association of Realtors:
SKCAR: http://www.nwrealtor.com/education/

Snohomish County Association of Realtors:
SCCAR: http://www.sccar.com/webpage/webpage.cfm?UUID=7A231716-3048-B0F6-6A970CFB608F4361

Whatcom County:
WCAR: http://www.wcar.net/events/category/classes-and-events

Pierce County Association of Realtors:
TPCAR: http://tpcar.org/index.php/newsandevents/

Vancouver:
CCAR: http://ccrealtors.com/education/

All of Washington Realtors:

http://www.warealtor.org/education/

Oregon Brokers:

Portland:
PMAR: http://www.pmar.org/events-and-education/PMAR-Events

Oregon Association of Realtors:

http://oregonrealtors.org/education

Coldwell Banker 2014 Social Squad

I am Gen Blue…Are you?

This will be my fourth time to attend a Coldwell Banker Generation Blue event. I have been thinking about how these events have had an impact on me both personally and professionally.

Back in 2011 social media had been gaining momentum and traction in the real estate space,and many of us from Coldwell Banker had been communicating and connecting over Twitter, Facebook and other social platforms. Being the progressive thinkers they are, the marketing, PR and management team from Coldwell Banker recognized that “the times they were a changin” and decided to shake things up with a different style of conference and to that end, the first Generation Blue event was conceived and held in Las Vegas. This event was a departure from the traditional International Business Conferences of the past. Since I had never attended an IBC, I really didn’t have anything to compare it to.

From the moment I walked in to the registration area, I began meeting people in person that I had only been communicating with over the Internet. By the end of the event, we were fast friends. Matt Case, Sean Carpenter, David Marine, Andrea Geller, Matt Rathbun, Stephanie A Hahn, Jeremy Blanton, were my first Gen Blue friends and have remained an important part of my social network, and training mastermind group. Each year at Gen Blue the list grows longer with the people with whom I meet at Gen Blue and continue to collaborate with all year long.

Each Gen Blue event simply gets better and better. The speakers, presenters and panelist are carefully chosen to provide something of value for all generations who attend Gen Blue. The topics are current and relevant and cover everything from sales skills, modern marketing, video, technology, training, recruiting and brokerage management. This event is not only for agents but also trainers, owners and managers.   I am confident that if you choose to attend you will not be disappointed!

Coldwell Banker 2014 Social SquadThis will be my fourth time to serve on the Gen Blue Social Squad and it is an honor to represent Coldwell Banker Bain Seal and help to promote the event as one of the ambassador for Coldwell Banker. This year I will be joined by two of our CB Bain brokers, Chavi Hohm and Kim Colaprete aka “Team Diva” who will be sharing the social squad duties along with the other Coldwell Banker professionals listed here.  If you would like to connect or know more about the social squad, you can meet and connect with them online before the event.

The Gen Blue experience has taught me the value of connecting with other Coldwell Banker folks from all over the world to develop friendships and relationships. What we know better than any other industry is that when we build relationships, the business follows.

We have such a vast network of trainers, managers and agents with whom we can connect and have daily conversations via social media. Sharing knowledge, having fun and helping each other build business, not only benefits us as individuals but our industry as a whole. Consider this, with 84,900 agents in 49 countries and over 3,110 offices, we are truly an International company with a global reach. Just imagine the possibilities of networking and building your referral business!

Here is your personal invitation to Gen Blue from Coldwell Banker’s VP of engagement, David Marine. Listen to this lineup of a few of the speakers. I think you will be pretty impressed and they haven’t event announced all of the speakers, panelist and presenters.

If you would like to stay in the know get socially connected!

Twitter: Gen Blue Social Squad Twitter List

Facebook: Gen Blue Facebook Group

All of the information you need to plan your event: registration, travel, venue, speakers  may be found here:

Coldwell Banker Generation Blue

If you are planning to attend, drop a note in the comments section and let me know if you will be there.

Hope to see you there!