Email/Text/Post Trumps Old-School Cup and String--Or Does It?

Image Credit: Master Isolated Images

I have been thinking lately about how much communication has really changed over my 13 years in Real Estate with the commonplace usage of email and texting for business, and even more recently, social media site incorporation. I recently took a day trip up to Hershey Park with my better half and my little one, and was basically incommunicado for a good day and a half stretch - I did not check Facebook (...though I DID make a quick post when my son boarded the Sooper Doper Looper!). I did not tweet. I did not respond to emails. I did not approve LinkedIn nor Google+ requests. Incoming calls (ok...ALMOST all of them!) went to my voicemail, and I read incoming texts to be sure nothing critical was missed, but did not respond to all -- THE HORROR! And this was incredibly hard for me. I am proud of my response times, be it with clients, friends or family. Basically, you send up the bat signal, and this girl will answer. And if I don't have the answer, I find it and get it to you. It is just how I have always defined my business (and personal) communication standards.

That said, everyone has a different "normal" for communicating, and sometimes, people can read too much into the disconnect between their personal style and that of someone else. Emotions, even unintended ones, are also conveyed (whether you know it or not) based upon the way you choose to communicate using the typed word, both in the personal and business realms. Some examples of differences you have likely experienced:

• Typing/texting/posting with or without caps, punctuation, and caring less for proper spelling and/or grammar: Rude, or busy?
• Sending a text or email late at night: Insensitive to others' home life, or burning the midnight oil?
• Using emoticons, or creating pictures using characters for effect? Juvenile, or going the extra mile to convey emotion?
• Wordsmithing traditionally nonsensical terms: Ok for 2011, or ridiculous?
• Is good ol' please and/or thank you necessary anymore in type? Texting? Wall posting? 
• "Liking" posts and wishing happy birthday to hundreds of "friends" every day? Necessary, or does it appear desperate? And if you miss a birthday wish, are you sending an inadvertent signal that you could care less?
• Posting, commenting, and "liking" frequently: Are you an interested, engaged friend? Does the frequency make you appear to have WAY too much free time when you should be working (think: Business associates who are also Facebook friends)? Or have you reached the dreaded "stalker" status?

Over time I have even heard people complain that Facebook well-wishes are impersonal, and an easy way out when it comes to sharing in someones special occasions (similar to breaking up via sticky note!), while others appear to be genuinely thrilled to have a wall full of acknowledgement feeling the love Facebookers are sending their way. Without facial expressions, body language, and vocal intonation to help convey additional meaning, many things can be lost in translation when communicating via the printed word, further expanding the potential gap between what one may intend to convey and what is understood. But that said, the convenience of electronic communication, and the sheer ability of such to stay connected with exponentially more contacts is often worth the gamble.

When it comes to a professional real estate relationship or transaction, problems certainly may arise if a disconnect between the communication styles of the individuals involved occurs. It is the responsibility of those driving the transactions (the Realtors involved, IMHO) to set expectations for communication early, understand the individual styles, and pay respect to them. The odds are high that the Realtors involved in a sale do not know each other, and therefore do not know how the other person conducts their business/what they find to be normal business communication parameters. Add in a lender (often two or more individuals in the lending process), an inspector, plus some title company folks, and the risk increases. With all of these individuals, communication frequency, preferred method, delivery tone and more are all important to recognize.  Contact must be made early and maintained often, with the end goal of a successful transaction as the end that commands the means. If any of the professionals involved check out (physically or mentally) or neglect their piece of the pie during the sales cycle, "bad things" can happen. There must be at least one person in the pool willing to grab a Baywatch-style flotation device and make the save, even when it "might not be their job" to do so.

With the many players involved in a residential sale or purchase, one great advantage of working with a Realtor rests in their ability to proactively coordinate all of the moving parts, to bridge any interaction gaps early (troubleshooting any that form once underway), and to make sure that things move along as needed--Clear, frequent communication using the best form possible for the intended audience is the critical cornerstone for success. 

How about you? Weigh in - Take this short four question survey and share what you believe to be your "ideal" communication style for personal affairs and in your business dealings. I would love to hear about your normal. :)