How to Talk to Clients Effectively During Real Estate Closings

66% of respondents to the Voice of the Title Agent survey agree that the Title industry needs to communicate better with customers. How do you ensure that your communication with clients is clear and timely? When is the best time to discuss fees and share updates? How do you ensure that you are not too pushy?

The 4 key touchpoints of client communication during closing

1. Introduction
2. Updates
3. Signing Appointment
4. Thank you

If the escrow team gets the touchpoints right, the sales rep will have an easier time getting appointments with Agents. More sales appointments equals more orders. 

1. Introduction

Here is where you explain your role and present a clear plan of action to all parties. Explain how the escrow process benefits them, talk about time constraints and expected timelines, and describe the next steps in detail. Remember, your clients are probably not familiar with the home buying/selling process. Guide them through it.

Here is where you can also explain to the seller why HOA documents are an essential part of every closing, and also that there is a charge for attaining the docs. On a positive note, you can explain that InspectHOA is paying the document fees upfront and handling all orders, tracking, acquisition, and data extraction. There will be absolutely no HOA hassles for the seller.

2. Updates

You need to update both the Agent and the customers regularly. A series of common milestones (that don’t happen in the same order consistently) helps keep everyone informed along the way. Make sure you communicate them in a timely fashion.

For example, keep the agents informed regarding the ETA and receipt of the HOA documents and fees; you can use our InspectHOA updates to manage your customers. As soon as the HOA documents are available, push them to the Agent for review or send them a link to the docs from your InspectHOA portal.

3. Signing appointment  

Communication during the signing appointment often dictates whether the escrow team will receive a positive or negative review. If you see the client being confused, don’t hesitate to clarify the terminology. It’s better to overexplain than leave question marks.

4. Thank you

“Thank you for the opportunity to serve you” is a great gesture to both the Agent and the customer. Make sure you leave a positive impression. Also, you can let the buyer and Agent know that the HOA is expecting them and is aware of their new membership. 

4 Tips for flawless communication with clients

Establish Clear Expectations

Set clear expectations at the beginning of the escrow process regarding communication frequency, preferred channels, and response times. This alignment reduces confusion and helps manage client expectations effectively. 

Develop Standardized Templates

Create email templates, FAQs, and information packets to streamline your communication with clients and Agents. Use these resources to address common questions and provide consistent information. 

Just remember not to rely solely on templates. Ensure that your communication is personalized to the client’s specific needs and concerns (different for each client). This personal touch can be as simple as choosing specific questions that you address for each client. 

Be Proactive

Anticipate client needs and address potential concerns before they arise. Providing proactive guidance and information can alleviate anxieties and show your expertise and dedication. For example, if there are changes in the timeline, notify your clients right away and explain the reasons behind the adjustments. Always consult the client before making a change to the agreed schedule.

Emotional Intelligence

Stress is unavoidable during the closing process, especially if it’s the first one for your client. Show empathy, understanding, and patience when communicating. Acknowledge your client’s concerns and provide answers and advice when you can. 

Our Head of Customer Success, Nick Apostolov, knows a thing or two about communication with clients. He sums it up nicely:

 “Be transparent in order to build trust. It is essential to show clients you are on their side, or they may end up working with a competitor who seems more trustworthy. Once a deal is in the works, make sure you respond to questions and concerns in a timely manner.

No two deals are the same, so giving buyers and sellers personalized advice strengthens your relationship and puts them at ease. Real estate purchases can be a big deal for the people involved, especially first-time buyers. You definitely do not want them to lose sleep over their concerns.”

That’s it

Effective communication is the backbone of success for everyone, and escrow officers are no exception. Listen to your clients, understand their concerns, and provide guidance. These principles are the key to happy clients, satisfied Agents, and more business.