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Meeting Clients in Digital Land



Meeting in Digital Land

Many times we rely on digital communications to establish a customer relationship before face to face is welcomed. Consumers want to surf around the internet anonymously and at their own pace. With the privacy and identity theft issues, some are hesitant to provide any personal information until there is a certain level of trust established. How do you meet and nurture a relationship in the digital land to progress into a loyal customer?

Baby Steps

How personal can you get with automated communications? It is great to have auto responders set up from your website in case you get an inquiry – people do expect to hear a response quickly or they will quickly move onto someone else. But how many automated responses will one person tolerate?  Efficiency is necessary; but will you be able to work to build a relationship with auto-answers? No.  It’s important to step onto the next step with some Human Connection as soon as you are able.

More Personalized

The next step from automation is slight personalization with the human touch. Back in the day, our choices were snail mail, email, telephone, or face to face. Today there are many more avenues to communicate. You have to listen to what each individual prefers. Not everyone will want to text message; and some will even be willing to use Tokbox or SKYPE with video chat. The possibilities reach so far spread now with Twitter, Facebook, instant messaging, email, Eyejot video emails, text messages, and even voice talking on the telephone – that communicating with your clients can take on many different formats. Endless possibilities.

Seal the Deal with Face to Face

We have to remember the importance of a face-to-face meeting. Often it will take longer to get to this point, because people want to know and have some trust in the person they are dealing with before moving forward and getting on the other side of their computer. After all, face to face takes more time. Guess what though? It’s also a sign that a consumer is ready to move forward – take the signal and run. Get face to face for an appointment so you can further assess the motivation to move forward. There is no replacement for body language.

Mix and Match

After you’ve utilized the digital and face to face avenues – mix it up. Usually you will be able to get a read, if you are listening, to what communication methods work best for them – but be sure before you’ve determined the best and even a little bit afterward – mix it up a little bit. Instead of just an email, add an eyejot message. If they prefer a text message, send them a picture to their phone of a home or something that reminds you of them.

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  1. Brandie Young

    April 9, 2009 at 10:21 am

    Hi Kim – great collection of suggested tools. Thanks.

  2. Nancy

    April 9, 2009 at 5:54 pm

    I’m sorry but I found nothing innovative in this article to help out with internet leads.

  3. Matt Stigliano

    April 9, 2009 at 6:44 pm

    Kim – I think one of the hardest things to learn for me was how different “digital” leads can be. Although they can be great and you can form strong bonds with them, it takes a bit more than just an email. I sometimes wish they would respond the first 10 times, but when they call me on the 11th, it makes up for it all.

  4. Kim Wood

    April 9, 2009 at 8:06 pm

    Brandie – Yay! Glad you found them useful.

    Nancy – You must be doing everything right ! Good for you.

    Matt – It does take more ‘nurturing’ sometimes – and even a little bit of ‘backing off’ I believe. My signature line with e-leads at the bottom says, “Are you an Internet e-Buyer ? Looking at properties online? I respect the e-Buyer both with privacy and anonymity.” And I do ! I give them lots of ‘space’ – they seem to come around.

  5. Missy Caulk

    April 10, 2009 at 4:47 am

    Kim, the only thing I would add to the list is voice to voice. The plain old telephone connects us with folks before we can have that face to face meeting.

  6. Great article, good reminders for me. I compare it to a dance with a partner that you can’t see; your never quite sure if you are leading or following.

  7. Jamey Bridges

    April 10, 2009 at 9:20 am

    I like the suggestions. I think balance is essential and providing the opportunity for a face-to-face meeting is what will push the conversion rates the highest. Most people (even those searching online) want help, they just don’t know how to ask for it, so when you give them an opportunity to meet to help them it’s a great fit.

    I’m glad you mentioned auto-drip e-mails. They still work, especially ones that are short or includes questions 🙂

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Business Marketing

“House has spark” – burning up the MLS with typos and other bloopers



The year is starting a march toward its natural ending, friends…and it seems a few real estate careers may be also. This week I found some real head-scratchers in local real estate ads and the MLS.  However, I get submissions from all over the U.S., so no one is safe from the eyes of  the Blooper Scooper. Check out these blunders:

Do You Smell Smoke?

“House has spark” (Apparently your real estate career isn’t the only thing going up in smoke.)

“Big pep area in kitchen” (Is that the cookie jar where Mommy Dearest stashes her uppers?) 

“Dull Viking ovens” (Methinks there’s something in the cookie jar that will perk up those dull Vikings.)

“Large greenhose in back” (Large, naked Jolly Green Giant in yard.)

“Mush added to this house” (Was that the overflow from between your ears?)

I Think I See Flames

“Beautifully remolded guest” (Another cosmetically-altered Barbie hits the Hollywood party circuit.)

“Enjoy a drink poolslide” ( Hell, if the pool is sliding, I’ll need a whole pint of Jack.)

“Each bedroom has own bedrooom” (Hello-o-o, Alice, how are things down there in the rabbit hole?)

“Separate pod to build GH” (That should please my pea-sized buyers.)

“Play room for the kiss” (Something tells me this is the back seat of a ’67 Chevy.)

Still Smoldering…

“Ideal for gusts” (That’s great…if you want to live in a wind sock.)

“Impaccably detailed” (Incredibly challenged)

“Stylish pewder room” (Try burning a match.)

“Stone pillars flake driveway” (Flakey agent got stoned in driveway.)

Nothing But Embers (This Week’s Fave):

“From a bygone error” (You have just written your own epitaph.)



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Business Marketing

“New bd pans inc” – Making a Splash on the MLS



I have two things to say this week: 1. When you drink, you can’t think. 2. When you drink you can’t- … uh, what was I saying? Oh, yes – the MLS.  It was so full of bloopers this week that I am led to conclude that happy hour started Monday and never stopped. Read these and tell me if it is any wonder I was driven to throw back a few martinis myself:

Booze ‘N’ Fools

“Free membership to gin inc” (It seems someone else beat us to it, Martini Mary.)

“Grab now use imagination” (That’s what Arnold said to his housekeeper.)

“House has new edition” (Agent lacks erudition.)

“Babblying broke runs in back” (Bumbling buffoon runs amuck.)

“Drop by for cocktail ho” (Oh, is the Sunset Strip for sale?)

Puff ‘N’ Stuff

“Near Sacramento airpot” (I believe his name is Jerry Brown.)

“Claw me for selling” (I’m too busy clawing my eyes out over your spelling.)

“Reduction on mid-century ner Holywod” (Another mid-sixties porn star is looking for work.)

“We can sake your home” (Can I get fried rice with my sake?)

Proof or Goof

“Nice streem” (Said Grandma to Grandpa after his diaper  exploded.)

“Nice for dog kids” (Uh, they’re called ‘puppies,” pal.)

“New bd pans included” (Thank you, Nurse Nancy – can you warm those first?)

“Good stable in neighborhood.” (Have you contacted Mary and Joseph?)

“Drawing for plasma” (Is this a blood-bank?)

And This Week’s Winner Is:

“Good school in areola” (Thanks for keeping me abreast of things.)


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My secret office organization tip – Sharpies and tape

If you’re still practicing to be OCD, here is a secret I don’t typically share with anyone, but I’m willing to share with you today…



Keeping organized

I used to be obsessed with the P-touch machine. I labeled everything. Drawers, shelves, folders, canisters, and anything that I could think of putting a label on.

But the label makers weren’t as pretty as my own handwriting and didn’t come in every color a Sharpie does, so I got the brilliant idea one day to write in light blue sharpie in my beautiful handwriting on clear tape, placed neatly on the shelves in the pantry. Visitors thought I had written on the cabinets, “what if you have to move things?” they asked. “It’s just tape, look!” I said as if I was performing a complicated magic trick.

Not just shelves!

It’s great to use this tip on files and folders so you can reuse them (especially if you have custom files or designer files), on drawers at the bottom of each section where pens and tape goes, and especially in the break room.

No more label maker, no more refill cartridges and no more mess, especially someone else’s mess! Trust me, this is an OCD person’s dream organizing tip!

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