I like email! If you know me, have emailed me, or found my email plastered on light posts, you would know this. I’m that guy that replies via email to your voicemail. It just seems more efficient and provides me with a automatic TODO list (which is simply my Inbox and Starred Messages). I’m not sure what the proper netiquette is for email closure, but I am a big fan of letting the other party know that you have gotten their email, and you will handle it accordingly, even if that just means a quick ‘Thank You’.
There are the two thought processes to this. Those that think a response should be informative and relevant, and those (like myself) that just like to let the other person know that you got their email, will look into it, etc.
As a REALTOR, you are in the service industry. If you were your own client, which of the above two would you appreciate more? A single, delayed, response with the information, or two emails, one acknowledging that you got their request and the other returned in a timely manner with the relevant information? I know which I would rather have.
I sometimes even go as far as giving myself a due date for a response when I send my first reply, ‘Hey got your email, need to look into it (or ask so-and-so). If I don’t get back to you by the end of the week, nudge me again!’.
I just think of all the open ended emails that I have sent, that I don’t even know if the other party received it. Then I have to seem impatient and do a follow-up. Even though I love email, I don’t enjoy that email!
Update: this took on a whole new life over at Steve Castaneda’s Blog
Email to me is a tool that when used effectively can improve the level of service in your business via numerous mediums. The only issue I have with responding to an email immediately is that it will through your focus off track if you are in a certain mode (like lead generation).
Emails, to me, are a great way to keep in touch with clients and I do respond to all emails daily. I do not, however, email a quick response to a question for two reasons: I may be focusing on a dollar productive activity at that moment or I don’t want to train my clients that I’m always available 100% of the time. I need to space my time among many clients so they must understand that a 5 minutes response to their email is not always the case.
@Steve – good points, thanks for the comment. I did not mean to imply 5 minute turn arounds – as I am on the fence with the whole ‘always on’ auto-responder. It was more directed at those responses that need an (objectively) longer time to fulfill the initial request. With that in mind, that is when I like to let the sender know that I got it, and am looking into it, they will definately hear from me in X, and if they dont call out the mod-squad to hunt me down!. As opposed to keep someone hanging for a day+ and then provide them the response.
Again – thanks for the checking in
Absolutely! I like checking into this blog and reading what you guys have to say. I find them very informative.
Agents have quite a debate on this topic that I blogged about over at ActiveRain. Perhaps you could chime in?
http://activerain.com/blogsview/74525/Responding-to-Emails-Immediately
I’d rather have two emails, one acknowledging that you got their request and the other returned in a timely manner with the relevant information.