When Is It Best To Call, Email, Or Text With Clients?

Let’s face it – we live in a world where texting is the primary form of communication for most people. In many cases, your clients may have even said they prefer a text to an email or phone conversation. Technology has given us many wonderful things – and being able to send a quick message that says, “I’m running 5 minutes behind,” or “Picking up coffee before our meeting – what can I get you?” is a perk of living in the 21st century.

But there are certainly times when a phone call is not just preferable, but more appropriate for the situation. And there are times when choosing between a phone call or electronic communication can make or break your relationship with a client. Don’t panic – we’re breaking it down below.

Send A Text If…

  • You have already been working with your client for some time.
  • The information you’re delivering is brief (ex. changing a meeting time, thanking the client for meeting with you)
  • The information you’re delivering is not complicated.
  • Your question or information does not require a complicated response.
  • The client has given your their direct cell phone number and given you permission to text.

Send An Email If…

  • You have had a conversation with a client that requires additional information. For example, you’ve told them about a listing you think they’d like, and you want to follow up with website information.
  • You want to ensure that there is a record of communication.
  • Provide brief status updates.

Make a Phone Call If…

  • You have not already met with your client in person or had a phone conversation. Your first impression should never be via text message.
  • You’re delivering bad news. It’s important for your client to hear your tone of voice and for you to gauge his or her response so you can choose the best path to take next.
  • When it’s important to you that information (whether it’s practical information or tone of voice) is delivered accurately and in the proper context.
  • The nature of your conversation will likely take more than an exchange for 1 or 2 sentences.