Have you ever sent an email, assumed it was read, and then found out three days later it wasn't?
This week we're digging into where communication breaks down in a real estate transaction, and it's happening more than ever right now. Everyone has a hundred tabs open in their brain, clients are getting information from a dozen different places, and somehow we're still expected to be the ones who keep it all straight.
We start with the basics: verifying who your actual client is (still learning that lesson years in), and why "I sent the email" is not the same as "they read the email." Alissa shares her blind copy and snooze trick for following up on important messages, plus how she handles group texts and email chains when there's a spouse, a divorce, or a court-ordered communication app involved.
Then we get into a story from Alissa's very first listing appointment as a brand new agent, and the lesson in taking the high road instead of over-explaining or defending yourself when a client questions you.
We also talk about voice notes, why tone gets lost the second you're not talking to someone in person, and the very real, very current problem of clients running everything through ChatGPT before they even talk to us. Katy tells the story of a seller's AI-drafted repair response that read as cold and rude, the two hours she spent recategorizing repair costs on a Saturday morning to try to save the deal, and how the whole thing resolved itself while she was feverishly working. It's a good reminder that in this market, we have to be more prepared than ever, because our clients are showing up to conversations having already asked the machine first.
Here's what we cover in this episode:
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Why "I sent it" doesn't mean "they read it," and the blind copy and snooze trick for following up
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Verifying who your actual client is before you assume everyone already knows
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Keeping everyone in the loop with group texts and email chains
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A story from Alissa's very first listing appointment
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Why voice notes are becoming a go-to for tone when a text or email just won't cut it
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How a couple's phone consultation revealed they weren't even on the same page about buying
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A seller's AI-drafted repair response that read as cold and rude, and what it took to smooth it over
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Why you have to assume every text, email, and voice note gets forwarded to someone else
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Why clients are checking with ChatGPT before they check with you, and what that means for how prepared you need to be
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The importance of being the calm, confident, professional voice in every transaction, especially now
Key Quotes & Takeaways:
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"You have to assume everything you text and email and say is forwarded." Alissa
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"The tone from the machine was not going to work in a real life scenario." Katy
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"We now more than ever need to be the boss." Alissa
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"Your client needs to know what you know to make the best decision." Katy
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"It's a fine line between too much and too little." Katy
Products, People & Previous Episodes Mentioned:
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Episode 358: Who Actually Has to Sign? How to Protect Your Business (hustlehumblypodcast.com/358)
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Never Split the Difference by Chris Voss
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Trello (for tracking your pipeline)
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