On the move: Technology plays increasing role in relocation – Chron.com

Scott Mendell

On the move: Technology plays increasing role in relocation

Over the years, the tools of the trade Realtors have at their disposal have changed quite a bit. Due to the advances in technology and the use of various apps, Realtors are able to expedite communication with their clients and connect in a variety of ways.

This is especially helpful when assisting people who are relocating, because Realtors and their clients are often geographically separated during different stages of the process. As such, Realtors have come to rely on certain technologies to help them get the job done.

Scott Mendell, a broker associate with Berkshire Hathaway HomeServices Anderson Properties, said that when working with relocation clients, being truly mobile is incredibly important, which is made possible through the use of smartphones and tablets.

"I work with an iPad Pro, and I load everything needed for the day's agenda when I am going to be showing properties to relocation buyers. They can use an app called GoodNotes to make notes about each house they see right on the listing sheets," Mendell said.

He added that video chat apps like FaceTime have become invaluable to him when working with relocation clients, because they allow him to virtually show a property.

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This was the case a few weeks ago when Mendell assisted clients who were moving to Houston from Utah. They were not able to find a house during their home-finding trip, but they had at least zeroed in on the area that they wanted. So, Mendell continued to send them information about listings, and then walked through their favorites while connected to them through FaceTime.

"Utilizing technology is really critical when working with relocation clients, because of the pace at which everything moves today," Mendell said. "Many companies are not giving their transferees long home-buying trips like they used to. So, agents have to be able to serve those clients when they are not physically in their office, and the way to do that is through technology."

In the same vein, Mendell said that because of the different modes of communication available today, it is important for agents to match and adapt to the communication styles of each client.

"The ability to use multiple forms of communication is important. Younger clients might like to use Snapchat and WhatsApp, while older clients rely on email. So, I have a form that asks my clients what their preferred method of contact is," said Mendell.

He added, "The No. 1 thing that keeps a relationship working and a transaction running smoothly is communication."

While technology and apps are important tools in an agent's arsenal, Bryan Beene, a sales associate with John Daugherty, Realtors, warned against their overuse, because he thinks it can hinder personal connection.

"I utilize the technologies that save me time, so I can be a bit more present for my clients," Beene said. "There is nothing that can replace the human connection, so whenever a new app comes out or there is new technology, I look at it, but it has to pass the litmus test of whether it's going to enhance my relationship with my clients, or just get in the way. If it gets in the way, it doesn't fly."

For Beene, the two most important apps he uses tend to be the HAR (Houston Association of Realtors) app, and Skype.

"I would say that the HAR app is the most valuable, because it gives me direct access to what my clients have already been looking at, and it's where they have been getting their information. They might see a property online and tell me that it looks like it has been on the market for a long time. Using the app, I can access that record and give them accurate information," Beene said.

He uses Skype primarily as a way of introducing himself to his clients before they arrive in Houston.

"I always use Skype to introduce myself to relocation clients. We talk face to face on Skype, which is usually a long meeting, so that we can get to know each other. We get to establish a relationship, and that is so much more effective than an email or even a phone call," Beene said. "I notice that when I use technology to create a relationship with my clients first, that they have less anxiety about the move and there is a lot more excitement.

"I use technology for the connection, and since we can't meet in person, Skype is basically how I can re-create the experience for them as if they were here in town."

Michelle Sandlin is an award-winning writer, journalist and global mobility industry expert. Her work is frequently featured in Worldwide ERC's Mobility magazine, and in various business and industry related publications and corporate blogs. Follow her on Facebook: http://www.facebook.com/TheMichelleSandlin and on Twitter: @MichelleSandlin. Also visit "On the Move" at blog.chron.com/onthemove.