Phone calls, and text messages, and emails, oh my! These are a mess to handle on their own. Throw in Facebook Messenger, Instagram, international clients, and WhatsApp. Now we add the FollowUpBoss Dialer and our own Facebook Group. Personal preference and generational differences can make your head spin. (We can't wait for the Zoomers to enter the marketplace with SnapChat!) Our Policies and Best Practices will help you keep everything organized.
Our [email protected] Email Group
This is used for company announcements and extremely time sensitive subjects. Agent surveys will be sent through the email group (and often also in Facebook.) Company meeting and event announcements are sent through the group. If you have an emergency like "My phone was stolen and I need to open a door" then please do use the email group!
Our Facebook Group
Our Facebook Group is very active and there are lots of great conversations here! Please post almost anything here. Strategy questions, Coming Soon properties, interesting industry news, and fun topics. Try to keep it real estate related and please don't post anything for sale (unless it's really pertinent.) The normal "happy hour rules" apply - no politics or religion and please be respectful of everyone. We also like to keep only good information here and avoid sensational headlines and articles.
The FollowUpBoss Dialer/Text App
Company leads absolutely must be called and text messaged through the FUB app/website until you've "converted them" into a client. Once you've had a great discussion with them, have set up their searches, etc, then this can be relaxed. It's still best to follow up through the website/app at that point, but it's not a strict policy. Once you're showing them houses or a listing agreement is signed, you're naturally communicating and there's no reason to worry about how you're calling/texting. (This is a best practice for your personal deals.)
Salutation and Goodbye Signature
Company leads always need a salutation and a goodbye (with signature) when you send them an email and on the first text message. Proper grammar is expected. After you're naturallly communicating, you can settle into whatever groove works with this client. (Best practice on your personal deals.)
Call / Text / Email
Everyone has different personal preferences for communication medium. If a company lead provides their phone number and email address, you alway Call (first), then send a text (if no answer) and an email. Always assume that someone wants a phone call if they leave their number (unless stated otherwise) and never assume it's too late to call if earlier than 9pm.
Communication Best Practices
Email Can Wait
Generally speaking, email is for less urgent things. You want to achieve Inbox Zero every day, but you don't need to treat your email like a real time conversation. Emailing too frequently is counterproductive.
Text Messages are More Urgent
But not everyone constantly checks text messages! In general, never send a text message if it's not urgent because email is more appropriate. However, understand that many people don't have alerts "on" for texts and don't treat texts as absolutely immediate.
Calls are Often Efficient (and Most Urgent)
A 5 minute call can often replace 30 minutes of text messaging, so don't be afraid to pick up the phone. Likewise, since many people don't have text alerts turned on, phone calls also serve as the most urgent form of communication. (Eric is one who doesn't look at texts often.)
What About Everything Else?
In general, social media is for fun. However, you may have clients who like to message you about business on Instagram, Facebook, or something else. You can always politely move the message to email or text, but understand that you'll never change your clients' habits.