Text messaging has become appropriate in business, and text messaging and WhatsApp messages are used extensively throughout Dubai for professional purposes.
However, a certain level of professionalism is required when it comes to sending texts that many realtors haven’t mastered yet. Make sure you reach out like a pro and your clients are clear about your message. Let’s start with some basic tips on sending texts.
- Do not send texts for all communication. Phone calls are sometimes the better option especially if you are more than 5 minutes late, need to reschedule or have important news.
- Keep your texts short but avoid one words replies. Never reply with: “yes” “no” “k” etc.
- Do not use abbreviations – even common ones such as LOL, OMY (on my way).
- If texting for the first time, if you are not sure the client remembers you or has saved your number, include your name and company name in the message.
- Do not use group texts in a professional setting – never add people without asking first to bring someone into the conversation.
- Never make excuses or put the blame on someone else ie: “you know how traffic is” or “it’s not my fault”.
Here are some sample message scripts for a variety of circumstances:
INITIATING A TEXT MESSAGE
Missed call. You are currently with a client and have communicated with the person before
“Hi (Name), I am currently with a client. May I reach out/call you on this number in the next 15 minutes?
Missed call. You are currently with a client and do not know the person who is calling.
“Hello, this is Sam with XYZ reality. I have just missed a call from you as I am currently with a client. May I reach out to you in the next 15 minutes?”
Note: You must be punctual with the timeframe outlined above.
Your client is not there yet
“Hello this is Samira, I am at the villa in Arabian Ranches. Are we still on for 13:30?”
Note: It’s always better to confirm the time of the viewing with the client at least a couple of hours before the scheduled time.
WITH CLIENTS YOU’RE ALREADY FAMILIAR WITH
You are running late (5 minutes)
“Hi (name of client). My apologies I am running 5 minutes late. I will see you shortly.
You are running more than 5 minutes late (Call, DO NOT TEXT)
“Hello (name of client). I am very sorry, I am running late this morning and will not be able to meet until 2:00 pm. Does this work or will you need to reschedule?”
Note: Do not make excuses unless something has just happened, such as a wreck on the highway. It is never appropriate to text “ Hi (name of client) I am running late, you know how traffic is.”
You are running late because something has just happened on SZR (Call, DO NOT TEXT)
“Hello (name of client). There has just been a wreck on SZR and traffic is backed up. Not sure if you have hit it as well. It seems I am going to be 10 minutes late. Are you still able to meet?”
Note: However long the delay is, be honest. Never say ten minutes if the delay is more than that.
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“Hi (name of client). I’ve got the buyer’s/seller’s response. May I call you in 5 minutes?”
Note: This can be used before calling to give the head’s up or after you have called if they did not pick up.
You need an immediate decision
“Hi (name of client). I have the response from the buyer and I think we should take this offer. Are you free to talk?”
HOW TO RESPOND EFFECTIVELY
The following is for responding when clients text you. These scripts also apply to email.
REPLYING TO TEXTS FROM BUYERS/RENTERS
“I’m interested in a one-bedroom in the Greens”
“Hi, this is Sam with XYZ Realty, I am a Greens specialist and excited to help you. Are you looking for a rental or sale property, and when might be a good time for me to call you?”
Where are you?
“Hi (name of client). I am on my way and should be there in 5 minutes.”
Note: if you are more than 5 minutes late call and ask if they can still meet and be honest about how long the delay will be.
“Hi, can I get the price of this property?”
“Hi (client name). Glad you like this property. May I give you a quick ring?”
“Hi, I am going to be 45 minutes late”
“Hi (client name). Thank you so much for your message. I have a meeting at 3:00 pm, so will need to reschedule. Can you chat so that I might be able to set up a new viewing?”
or
“Hi (client name). Thanks for letting me know. I am going to pop over to Starbucks to do some work. Take your time, but please text me when you are 5 minutes away.”
If you are iMessaging, you can set up automated responses. Nobody likes canned responses so use them sparingly. However, they can be used to get back in touch with someone immediately and let them know you have received their request and are on the ball.
EXTRA TIPS ON TEXT MESSAGING
Sending texts can be used as a professional medium. It is now standard to receive texts confirming meetings, detailing credit card transactions, etc. Savvy real estate agents should be on board as well. Make sure you have your full name and capitalise properly (and the company name if possible), i.e.: Samira Ahmed, Bayut Realty. Also, use a professionally taken photograph for your default photo.
If you’re a real estate agent and you’d like to get more tips on text messaging, listing presentations and more, sign up for a workshop at Bayut Academy.