Follow-Up Letter Fails

followupfails.jpg

For the sake of efficiency, most real estate agencies use standard letters of some kind in their practice. Whether they use form letters that come as part of their database, or developed their own set of generic communications fit for property management or sales department purposes, standard letters are simply part of the landscape.

Not all generic communications are welcome or helpful, however. I recently received this (highly redacted) standard letter sent from one of Australia’s leading real estate agents to a past vendor (inserted below). Kerry (the letter’s recipient) told me that although she really liked the estate agent who sold her home and considered the sale a job well-done, she found this automated letter insensitive and mildly offensive. She’d been receiving exactly the same letter for years, and finally decided to share her feelings about the repetitive, unhelpful form letter with the agency in question by editing the letter, and sending it back.

insensitive

As you’ll have noted, Kerry has made her own amusing amendments to the standard ‘anniversary’ prospecting letter, highlighting how being reminded of her sale (as the result of a relationship breakdown) was not the best way to win her business.

Agents and BDMs have all likely experienced blowback from prospective clients for insensitivity when prospecting. I recall being verily blasted by a screaming elderly gentleman in the depths of grief when I rang his home number and asked for his wife. “She’s dead!” he bellowed. “Deeeaaaaddddd!!!!” Needless to stay, I took his name off our database quicksmart – and felt pretty dreadful about the whole thing to boot. Of course, we can’t hope to know the ins and outs of every individual we might cold-call who wandered through one of our opens five years ago. Occasionally making mistakes is just human, and sometimes irritating people is almost part of an estate agent’s purview.

followupfails1

But we can take steps to ensure our current and past client prospecting is useful and sensitiveParticularly when it comes to form letters. They’re one of the most controllable forms of prospecting an estate agency does. Whether they’re sent out via snail-mail or arrive as newsletters from your database, form letters are one of the most powerful client outreach tools we have.

It’s worth considering, then – just how many ‘Kerry’s’ might you have on your database? Clients who actually liked your service, but have found your ‘post sale’ care invasive or insensitive? Referrals are some of the very best sources of business estate agents can come by, which is why investing in quality standard letters and working out when and whom you should sent them to is such a valuable activity. Here’s a few things to consider when it comes to the form letters you’re currently using:

  • Are they standard issue from your database? If they are, it means that hundreds of other agencies around Australia (and potentially in your farm area) are sending exactly the same letters to your prospects. Your prospects will notice. They might not say anything, but they’ll notice that your communications are decidedly generic and estate-agent-y. Good news is: you can create new letters and nip this problem in the bud.
  • Are they relevant? Just how valuable is an ‘anniversary of sale’ or ‘anniversary of leasing’ letter, really? Unlike the anniversary of buying a property (broadly considered a positive event), the motivation behind a vendor or landlord choosing to sell or lease their home can be as the result of a separation, death or change in financial circumstances. Rather than using a form letter to fish for listings from prior vendors, it’s probably better to give them a phone-call or send them a friendly (non real-estate branded, don’t be tacky y’all) card in the mail.
  • Can they be more effective? Generic form letters do the trick: they’re bland, they’re branded, they allow you to put in your client’s first name or property details, they communicate a request or offer and they may serve a due diligence requirement. BORING. That’s what’s they are. Subvert the dull and insensitive form-letter trend and choose to create a suite of powerful, clever call-to-action communications for your estate agency. You might choose to do this as a team, you might divide the task into sales and property management team tasks – or you might have the talented folks from Ruby Slipper create a suite of ripper communications on your behalf.

From lease renewals through to ‘just listeds’ (I think we should all put ‘anniversary of sale’ letters behind us for now) – can your mailouts and EDMs be more effective?

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s