When Should You Call, Email or SMS?.
The best contact method depends on the situation. Some conversations need a call, while others are better handled by email or SMS.
Different situations suit different types of contact.
The important thing is to choose the method that fits the conversation.
When to call.
A phone call is usually best when the conversation needs:
Discussion
Explanation
Feedback
Negotiation
A personal response
A decision
Calls are particularly useful for:
Appraisal follow-up
Active buyers
Future sellers
Offers
Price discussions
Important client updates
When to email.
Email works well when you need to provide information the contact may want to read or keep.
For example:
Market reports
Comparable sales
Appraisal information
Property details
Documents
Longer updates
Email is also useful when there is no need for an immediate response.
When to SMS.
SMS is useful for short, timely communication.
This might include:
Confirming an appointment
Checking availability
Following up a missed call
Sending a quick update
Confirming an open home time
Keep SMS messages short and clear.
Contact method decision guide.
Use this as a simple guide:
Situation | Best starting point |
|---|---|
Important or sensitive conversation | Call |
Appraisal follow-up | Call |
Offer or negotiation | Call |
Quick confirmation | SMS |
Missed call follow-up | SMS |
Sending documents or detailed information | |
Market report or comparable sales | |
Urgent update | Call or SMS |
Longer explanation | Call, then email if needed |
No response to a call | SMS or email |
The contact’s preference should always come first where you know it.
Use more than one method when appropriate.
Sometimes a combination works best.
You might call first, then send an email with the information discussed.
Or send a short SMS after leaving a voicemail.
The contact method should support the conversation, not replace it.
Record the outcome.
Whichever method you use, important communication should be reflected in the CRM.
Record the outcome, any useful information and what happens next.
The best contact method is usually the one that makes the conversation easiest and most appropriate for the person.