When sellers claim you're not communicating with them, the key is having documentation to prove your communication efforts and immediately addressing the underlying issue with clear expectations moving forward.
What to Do When Sellers Say You're Not Communicating
The most effective approach involves three steps: prove your communication efforts, identify the real problem, and establish new communication protocols. Alan Hernandez shares a specific example where a seller called upset, claiming he hadn't heard any updates and was considering ending the listing agreement.
Despite sending regular updates through their CRM system, the seller insisted he wasn't receiving communication. The breakthrough came when Alan could show through CINC's email tracking that updates were being sent but the seller wasn't opening them.
How to Use Email Tracking to Resolve Communication Disputes
Email tracking through your CRM becomes crucial evidence in these situations. When using systems like CINC, you can see exactly when emails are sent and whether recipients open them. This data transforms a he-said-she-said situation into clear documentation.
In Alan's case, showing the seller that emails were sent but unopened immediately shifted the conversation. The seller apologized and asked for text message updates as an alternative communication method.
Setting Clear Communication Expectations After Conflicts
Once you resolve the immediate dispute, establish new communication protocols to prevent future issues. Alan's solution included emailing updates, taking screenshots of those emails, and texting them to the seller. Additionally, he made the seller responsible for scheduling weekly meetings.
This approach accomplishes two things: it ensures the seller receives information through multiple channels and creates accountability on both sides. The seller went from threatening to end the listing to asking what needed to be done to sell the property and agreeing to a price reduction.
Why Documentation Prevents Future Communication Problems
Having proof of your communication efforts protects your professional reputation and maintains your negotiating position. Without documentation, you're forced into defensive positions where you might say something like "you're right, we haven't sent you anything."
With proper tracking, you can confidently address the real issue, which is often that sellers aren't engaging with the communication you're providing rather than you failing to communicate.
The companion video covers this exact scenario and communication strategy in detail.
Frequently Asked Questions
What should I do if my CRM doesn't have email tracking?
Switch to a system that provides delivery and open tracking, or use email services that offer read receipts. Documentation is essential for protecting yourself in communication disputes.
How often should I send seller updates?
Send weekly updates regardless of activity level. Include days on market, showings, buyer feedback, market shifts, and next steps. Consistency builds trust even when there's no new activity.
What if the seller still claims they're not getting updates after I prove I sent them?
Offer multiple communication channels like text messages or phone calls, and make the seller responsible for scheduling regular check-ins. This creates shared accountability.
Should I always prove the seller wrong in communication disputes?
Focus on solving the problem rather than proving fault. Use documentation to clarify what happened, then immediately establish better communication protocols moving forward.
If you're looking to build stronger systems for managing seller relationships and communication, consider joining our next Tuesday BET training session. You'll get 2 free tickets, lunch, and CE hours by texting "Training" to 832-532-9229. For additional resources on building your listing business, check out The Modern Agent book which covers comprehensive systems for agent success.