Communication: Phone vs. Email

As each year goes by, more and more people utilize iPhones and BlackBerrys. With all of this instantaneous email access, communication skews a little more toward email all the time. Certainly, this isn’t necessarily a bad thing—but it is important to evaluate which situations are most appropriately handled with email and which ones call for a good old-fashioned phone call.

Phone: Making a connection.

It’s basic, but it’s worth noting—if face-to-face interaction isn’t possible, a phone call is the next best way to make a lasting first impression. Emails are great for a lot of reasons, but they do not allow for the voice inflections and dynamic back-and-forth that phone calls offer. When you’re dealing with a new client or discussing potentially tricky matters, a phone call is often the best route to take. It personalizes interactions and allows you put more personality behind your words. Not only do phone calls allow you to sell yourself, but they can also provide a valuable first impression of potential tenants and may help you determine whether or not they are the type of renter you’re seeking out for your property.

Email: Documenting information.
Emails are great for record keeping. When it comes to dealing with vendors, accounting issues, and legal matters, emails create a clear trail of regulations, promises, deadlines, and other important information. As noted above, tricky situations should be handled with a phone call, but it pays to follow up with an email reiterating key points when specific information is disseminated.

To optimize customer service and enhance relationships with clients, tenants, and vendors, be sure that you’re using email for the right reasons. Many people have come to rely on email to avoid uncomfortable conversations. While email may be a quick way out of a difficult phone call, often it’s much better to deal with such situations on a person-to-person basis via a telephone call.

After an initial phone call with potential tenants, sending vacancies via email is optimal. It allows you to send pictures of units and to include all key information such as apartment stats, amenities, and rental information. Having all of this information right in front of potential tenants will make it easier for them to make decisions.

Despite these general guidelines, many people have a preference when it comes to phone versus email communication. When dealing with a client or potential tenant, be sure to ask which communication method they prefer and stick to that route to the greatest extent possible.