| E-mail is an amazing technology that is easy to take for granted. Messages can be shortperfect for delivering quick information. Or they can be detailed and include attachmentsperfect for delivering documents and important details. Unlike voice mail messages, they're easy to read and reread. Unlike faxes, you don't have to wait by the office fax machine to pick up the fax, so no one sees your personal details (after all, most clients do not have fax machines at home). Here are some examples of how I use e-mail for both quick and lengthy communications: Quick notes: To e-mail sellers a quick note about how many people came to an open house, if I don't see them immediately afterward. Why keep them in the dark? Required materials: To e-mail sellers a list of all the materials they should collect before we meet to plan out a listing, such as repair history or required documents (for example, the building reports my city requires or condo agreements). I even e-mail a blank disclosure form so they can fill it out ahead of time. They love getting something they can print out before we meet. Property previews: To e-mail buyers my thoughts on each property I previewed for them. This lets them know I am in fact looking and also gives them a chance to easily compare properties and react to specific observationswhich in turn helps me refine my service to them. Disclosure information: To e-mail buyers disclosure information, so they can review the documentswhich often take hundreds of pagesonscreen before going ahead with an offer. If they decide not to write an offer, we've just saved a tree.
E-mail also lets you summarize the key points made in a phone or in-person conversation, recapping it for the client who may otherwise forget everything that was said. Using e-mail this way also helps you by providing a written record of your conversations with the client, in case there's a question later as to what you told her. Many people don't like e-mails. They prefer to interact in person or at least on the phone in a "live" way. If you're that kind of personor your client isthat's just fine. But I still recommend that you use e-mail to recap your verbal conversations so there is a record available in case it's needed in the future. And even if you and your clients do like to use e-mail as a main way to communicate, you still should talk periodically to reinforce that more human connection that's so critical to a successful business relationship. How often? I'd say at least weekly, but you need to tailor that to what works best for you and your client.  CD Resources: For e-mail clients, links to Microsoft, Mozilla, Netscape, and Opera.
Self-Protection Via E-Mail I strongly suggest that you print all e-mails related to a transaction if there are any signs of possible problems later, such as when representing a client on a home that has or needs many repairs. You can document your disclosures and any cautions you may have provided on getting inspections or understanding some of the flaws in the property. Although you can leave the e-mail on your computer's e-mail software until it's needed, that carries a risk: A computer crash or other glitch could wipe out the e-mail. Microsoft's Outlook (and Outlook Express), for example, is notorious for having its e-mail folders get corrupt over time. To minimize that possibility, be sure to save e-mails in folders you create in Outlook rather than in the Inbox and Sent folders that Outlook sets up for you. Putting each client's e-mail messages in separate folders also makes it easier to find the e-mails when needed later. (Be sure to create a Sent and Received subfolder for each client.) Another key to using e-mail to protect yourself is to watch what you say. Legally, e-mail is considered a written record and can be used as evidence. (Even if you don't keep a copy, your broker's e-mail server may, and you can be sure that a litigious client will keep copies on his computer.) Therefore, write your e-mails carefully, and don't include discriminatory, abusive, or other questionable language. If you stick to the facts, remind clients to consult with experts for things like legal and construction issues, and give honest but calm advice, you should be fine. If you're frustrated, take a deep breath, and write your e-mail when you're calm. (Trust me!) |
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