SCR I PT

Text Messaging:
Scripts for Real Estate Agents

Text messaging today is one of the

most prolific means of communicating
with each other.
And you’re not limited to short, simple messages designed to save on
fees or time. Thanks to mobile messaging platforms that eliminate the
limitations of the global SMS (short message service) system, you can
text longer messages, send them more frequently, and add images,
audio and video files.

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When texting contacts and clients, having the right words and responses
at your fingertips is vital because your meaning can sometimes be
subject to interpretation. Reach out the right way when you send text
messages so that customers are clear and confident in your intent—and
your professionalism.

Writing courteous texts

Agent text to a client

• You’re with a client
Hi, [contact name]! I’m with a client. May I reach you at this number in the next
5 minutes?

• You’re being stood up

Hi, [contact name]. I’m at the [house/office]. Are we still on for 3:30?

• You’re running late

Hi, [contact name]. Apologies: I’m running 5 minutes late. Can you still meet?

• You can’t make it

Hi, [contact name]. Apologies: I need to reschedule. Are you free tomorrow?

• You’ve got news

Hi, [contact name]. I’ve got the [buyer’s/seller’s] response. Can I call you in
5 minutes?

• You need an immediate decision

Hi, [contact name]. I’ve got the [buyer’s/seller’s] response and I think we should
strike. Are you free to talk?

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 Making effective replies

Texts from buyers

• I like this home: 123 Maple St. When are you free to check it out?
Hi, [contact name]. I’ll be free in about an hour. Does that work for you?

• Where are you?

Hi, [contact name]. I’m on my way. Should be there in 10 minutes.

• How much is this house?

Hi, [contact name]. Glad you like that one! I have the list price; can I call you?

Texts from sellers

• Can you give me an update on selling my house?
Hi, [contact name]. I’d love to catch you up. Are you free to talk in 5 minutes?

• I’m not happy with this offer; can we talk about countering?
Hi, [contact name]. Definitely. Let me get the file and call you in 5 minutes.

• This offer is too good to pass up; can I call and accept it right now?
Hi, [contact name]. Let’s make sure it’s as good as it sounds. Can I call you in
5 minutes?

Text from buyers or sellers

• I’m on my way to meet you, but I need the address to the house/your office
Hi, [contact name]. [address here] Let me know if you need directions and I’ll
call you.

• Incoming lead requesting information

Hi! This is [your name] from [your business]. Thanks for reaching out on
[Zillow/Trulia]. Do you have a second to chat?

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 Texting etiquette

• Don’t use text messages for every communication—a phone call is oftentimes
the better choice.

• Keep your texts short, but avoid one-word responses.

• Be sure to correct any typos before you send your text.

• Avoid using too many abbreviations for the sake of speed—even ones that are
now part of the standard texting lexicon, like LOL (laugh out loud), LMK (let me
know) or OMW (on my way).

• If you text someone for the first time—or you’re not sure they remember you—
include your name in your text message.

• Don’t text bad news—for example, you were outbid, the seller fell through, etc.

• Avoid texting anything confidential, proprietary, private or potentially

embarrassing to you or the recipient.

• Don’t assume that it’s okay to reply to a group conversation or to add anyone
to your reply.

Using automated responses

Nobody likes to receive canned messages, but they’re sometimes necessary when
you are otherwise preoccupied. With automated responses, senders get an immediate
reply that assures them you will personally respond as soon as you can. Since you
don’t have to enter these on the fly, you can make your automated responses a little
longer to help explain your situation.

There are several auto-responder apps you can install on your phone. Be sure to
read the reviews for each and test them out so that you choose one that works
best for you.

• You’re with a client

Thanks for contacting me! I’m with a client and will return your message ASAP.
Is this a good number to reach you in the next 5 minutes?

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 • You’re out of the office
Thanks for contacting me! I’m currently out of the office until [date]. Please text
or call my [assistant title here] at [XXX-XXX-XXXX].

• It’s the middle of the night

Thanks for contacting me! It’s currently outside my normal hours, so I will return
your message at [time of day].

Tips for fast and easy texts

• If you have messages that you use repeatedly in text messages—for example,
“I’ll talk to you soon” or “Please call me when you get this,” use the templates in
your phone’s text messaging app to quickly copy and paste words into a new
text message.

• Use the clipboard in your phone’s text messaging app to enter custom text that
you frequently use.

• Use voice dictation to quickly create a text message; just be sure to correct any
misinterpretations before you press Send.

• If you often send URLs in your text messages—for example, links to your
website, a listing or a market report—save characters by using short links
that you generate through a service like bitly or TinyURL. Store them in your
clipboard to copy and paste later.

Summary
According to a study from SAP, 64 percent of surveyed consumers think that
businesses should use SMS more often to communicate with customers. People
receive text messages confirming appointments, notifying them of order deliveries or
informing them of their bank balances—savvy real estate agents should be on board
as well, using texts to communicate with leads and clients. Knowing the right way to
text can help you stay accessible and responsive so that your business can grow.

Learn more For information about advertising on Zillow and Trulia,

visit https://premieragent.zillow.com/pa/ or call 888-561-0321.