I am used to seeing these automated email responses. This time of year I get more then my fair share and I am glad that we as sales people can actually take time off during the holiday’s as everyone should. But has anyone ever explained how to properly write an auto response? Just yesterday I saw one that said the person would return on 10/11/2009. Hmmm really, it must be quite a trip. And another that just said “On vacation will be back shortly”. If they are anything like the first person ‘shortly’ is quite a long time. Yet another explained that they needed this long deserved vacation and to contact their assistant NOT them. Too much information, not sure I would want this person as my Agent.
Writing a proper automated response is just as important as any other communication you send. You can come off sounding harsh, stressed, uncaring and more if not properly worded. I would suggest that if you haven’t done so recently that you look to see what your out of office reply says. It should be pleasant, short and specific. When I say specific, I am not talking about the above where the person is obviously stressed and NEEDS a vacation. TMI!
A simple greeting, short sentence if applicable of where you might be and the date of your return. It is appropriate to include contact information for anyone that is assisting your clients while you are away.
And I would hope that before you leave, personally call, text or email current clients to let them know BEFORE you leave that you will be away for a bit. Nothing like scaring away a Buyer because they think you abandon them in the middle of their home search. Or a seller gets nervous because they think you aren’t available to accept an offer that might come in while you are away.
Explain how long you will be away and if you are unavailable, who would be assisting them. This simple step could be the difference between losing a deal and worse losing a client or a referral.
Automated responses are a useful tool to communicate with people when you aren’t readily available but can be harmful if not used properly. So next time you are writing your ‘out of office” email take a moment to really think about what you are writing. Oh and include a link to your listings or any other useful information to keep them engaged until you can return to them personally.
Good point. An explanation and some details are in order especially if you're smack in the middle of a transaction. You don't want your clients thinking you've disappeared off the face of the earth!
Amy- what a good reminder. We all need a break and our clients will understand that IF you take the time to reassure them that someone is assigned to handle their interests. I get auto-replies on voice mail as well that state when they'll return, which was 2 weeks ago. Update your outgoing VM as well! (suggested)
I cant believe someones was over 2 weeks old. I am the type that takes my email/phone with me so I dont use the auto responder. I dont feel my heart drop when I am trying to get a sale closed and then it comes up for the Loan Officer on a file not done.
This is one of the reasons that I am so glad a have a partner. We purposefully schedule our vacations at different times and one of us is always available when the other is not. That way our "gone" message includes the information that although one may not be reachable, the other most certainly is. And it seems that we always do the most business when there is only one of us here! Need to schedule more vacations. M
If I use one, it givse a name and number of who can help if it can't wait. Current transactions are notified before I leave as to who is in charge.
Good morning Amy. As you said, the most important thing is to talk with current clients and prospects before you go away. Then it is part of the job to write a good message reminding all who to call for help.
Hi Amy, some good advice; emails are such a tough way to communicate as it is. Hope you have a Happy New Year.
I just got a VM today saying they would be out of the office until mid January. At least they gave another contact #!
So true about preinforming clients of upcoming absences