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Full Coverage Communication – Can you Hear Me Now?

It’s not just generational, it’s today’s consumer – they have (and want) options. As a testament to the above graphic, Dave from the MarketingStudent responded in three minutes.

It's not just generational, it's today's consumer - they have (and want) options. As a testament to the above graphic, Dave from the MarketingStudent responded in three minutes.

Generation Y

It’s not just generational, it’s today’s consumer – they have (and want) options.

As a testament to the above graphic, Dave from the MarketingStudent responded in three minutes.

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Written By

Dad, Husband, Charlottesville Realtor, real estate Blogger, occasional speaker - Inman Connects, NAR Conferences - based in Charlottesville, Virginia. A native Virginian, I graduated from VMI in 1998, am a third generation Realtor (since 2001) and have been "publishing" as a real estate blogger since January 2005. I've chosen to get involved in Realtor Associations on the local, state & national levels, having served on the NAR's RPR & MLS groups. Find me in Charlottesville, Crozet and Twitter.



  1. Lani Anglin-Rosales

    June 19, 2008 at 5:36 pm

    I think everyone’s graph is a little different but I personally feel that when I’m on the OTHER end (non sales) of the transaction, this is actually accurate. I don’t want to meet a sales person until I’m committed, so other forms of informal communication (anything SMS or internet based) are my preference until I’ve committed and know I CAN buy.

    Jim, this is a great wake up call because many people feel that their own preferences are what everyone else’s preferences are. It’s a good reminder than in this new era of people becoming more comfortable with the online medium, more and more people will gravitate toward this preference of communication!

  2. Danilo Bogdanovic

    June 19, 2008 at 5:36 pm

    Short, sweet and to the point. Best visual explaining it I’ve ever seen!

    Being on the Gen X/Gen Y cusp, I can attest to those needs and wants. Speaking from personal experience, I can tell you that the chart above is applicable to those born pre-Gen Y as well. Many Gen X’ers and others are embracing technology (and the same types of technologies) as much as Gen Y’ers.

  3. Paula Henry

    June 19, 2008 at 7:17 pm

    Jim – Excellent visual! I find many of my online clients feel the same way Lani does. They are looking for information first, then possibly a business relationship.

    I have not been as quick to embrace SMS and text, but having children from 21-28 has quickly made me realize, the generation prefers txt. I get an immediate response to a txt from my children and their generation. A phone message – well, not so quick.

  4. Jim Duncan

    June 19, 2008 at 7:27 pm

    One thing that is important is to not assume a client’s or potential client’s preferred method of communication – many of those who I would expect to not be email-savvy are very much so – and GIS and mapping savvy, too.

    One of my clients in the Gen-Y class preferred I call him, because he had to pay .10 for each text.

    It’s incredible what asking and listening can reveal.

  5. Bill Lublin

    June 19, 2008 at 7:29 pm

    Jim I really likeed this, but I saw the comparison of the other generations on a tweet you left, and the added impact of that comparison was awesome – What a wonderfully graphic way to show the realtionship of frequency of use and urgency of the communication –

    I might add that I am very jealous of the talent you have of placing graphics with a short statement to generate an interesting dialogue-

  6. Matt Wilkins

    June 20, 2008 at 11:32 am

    I agree with everyone so far and I think the key word here is flexiblity. We have to realize that different clients have different preferred ways of communicating.

    Although I am a very tech-savvy broker, I do realize when a phone call or face to face is needed. Lengthy explanatnions and clarifying questions can many times be done much faster on the phone or in person than through emails or TXTs.

  7. Eric Blackwell

    June 20, 2008 at 5:32 pm

    @Jim – Positively awesome graphic

    And as Matt just said…we need to meet them where THEY are. With so many possible communication methods out there, we need to be able to contact folks with what THEY find the most comfortable.

  8. Jay Thompson

    June 20, 2008 at 5:56 pm

    You know, there are even a few {gasp!} “Boomers” out there that prefer these new-fangled means of communication….

  9. Larry Yatkowsky

    June 21, 2008 at 12:30 am


    the pre-boomer-blue-rinse crowd with hearing issues love txt messaging. .>)

  10. Jennifer in Louisville

    June 21, 2008 at 5:59 am

    Everyone has their own comfort levels as far as how they like to communicate. Determining what your clients prefer in form & frequency will lead to happier clients (and more sales).

  11. Jim Duncan

    June 21, 2008 at 6:03 am

    @Larry – but what do you do about the small letters? 🙂

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