Next year I resolve to ...

Improve your communications and make 2003 your best year yet.

by Chris Heagerty   It is the time of year to reflect on the past and chart a new course. Many habitually perch on the New Year’s cusp and consider how to change the direction of the next 12 months. We promise ourselves a different set of behaviors to attain desired results.

An analysis of the frustrations, angst, disasters and near misses, time wasters, misunderstandings, and misdirection in our business could distill down to a common causative agent: the failure to communicate. Good communication greases not only the real estate wheel, but all of the cogs of our life. This year, why not adopt "better communication" as the theme for all of your New Year’s resolutions?

Of course, it is not enough to just commit to be a better communicator. You have to put some "teeth" into better outcomes. The following are small, yet powerful tips to improve communication in 2003.

Change your voice-mail message on your land line and wireless daily so that the caller knows what to expect of your availability.

Set up an automatic message reply on your e-mail to let the sender know that you will not be reachable by e-mail until a certain time. If your e-mail program doesn’t have this feature, get one that does.

Check and respond to your e-mail several times a day.

Inform people of the most effective way to communicate with you. Make sure you also extract from them their preferred method of communication.

Be diligent, when negotiating contracts, about calling agents, buyers, and sellers, even when you have nothing to report.

Whenever you finding yourself wondering what someone really means, it is time to directly ask that someone what he really means.

If someone makes a request or a counter that does not make sense to you, ask why.

Relay all news as quickly as you can ... especially bad news. Communication delays can make bad news appear worse and good news seem diluted.

Set up call-back arrangements with all clients so they know when you will be back in touch with them and for what reason.

Call all sellers (before they call you) even when there is nothing to report.

Tell your clients how you expect them to behave in certain situations before they find themselves there. For example, when they spot a FSBO sign, when tempted to go directly to a builder, what to say to a listing agent if they can’t wait for you to call the agent, etc.

Select a backup for you when you are out of town and leave clear instructions how to reach that person at all the obvious locations: wireless, voice-mail, receptionist, manager, partner, etc.

Recap via e-mail substantive discussions, decisions, or expectations so that you are "on record." This reinforces for the receiver what you said. It will also uncover any miscommunication early on before it becomes a problem.

Return calls promptly within several hours of the call. The only exception should be if you have prepared the caller that there will be a delay.

Spell out when you leave messages what you expect in return. If you are delivering information, let them know if you expect a call back. If you don’t, let them know that too.

This list is potent but certainly not comprehensive. Add your own resolutions to enhance your communication skills and have a prosperous, angst-free 2003!

Chris Heagerty, CRB, CRP, GRI, is market director for eRealty.com in Austin. E-mail her at cheagerty@eRealty.com.

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