Sept. 1, 2021
Isn’t Technology Wonderful?
Over the past 18 months, the whole world has learned to do almost everything virtually. The pandemic has forced us to adapt in so many ways using a plethora of technologies. Getting things done has meant getting things done without being “in person.” And – sadly – we have forgotten some of our best practices along the way.
My partner, Rich, met with a new client yesterday, in person, to make a purchase offer on a home. The client was someone who had come to us after being unhappy with his previous agent (they were unsuccessful in buying a home.)
As Rich moved through the contract, he was surprised that our new client did not understand the content. He had admittedly signed contracts several times before with his first real estate agent, yet – to Rich’s horror – was totally unfamiliar with what he had agreed to previously.
Why was this?
In using the technology to electronically sign a contract, his former agent neglected to explain to him just what he was signing. I can relate. When we recently refinanced our home, we were sent a 70-page disclosure document electronically and instructed to sign here, here, here, and here – with absolutely no information on what we were signing. To make matters worse, it was written in “mortgage language” that even this veteran real estate broker had trouble following.
Technology IS wonderful. And it has more than proven its worth by making it possible for us to keep in touch, conduct business, and live our lives. However, it has not (so far!) replaced human interaction. And the personal touch is as important as ever – if not more so.
So, the next time you send a document to your client to sign, remember that you can also connect with them – via telephone, Facetime, Zoom, Skype, Messenger, WhatsApp, and a host of other channels – to talk through what they are signing. Just being able to “click” doesn’t always equate with due diligence – or great service.