Email etiquette and property management

It is important to understand that the written word can be misunderstood easily which can lead to unnecessary dispute and conflict. Ensure that etiquette is used when using email (and sms) to be polite, professional and courteous to the reader.

Tips include the following;

• Ensure that emails start with Dear and on some occasions Hi “Stacey”, don’t just type Stacey or Hi. Be personal with the reader
• Ensure that the email reads well; meaning the email is set out in a letter format with paragraphs and is as clear and succinct as possible.
• Do not use the words such as cheers to end an email or icons such as smiley faces; suggestions are to use Kind regards or yours sincerely. If you feel a smiley face is needed to ‘soften’ an email, re write it until such time it does not need this.
• Have another colleague read emails if you are uncertain that the email is clear. It is sometimes helpful to have another person review to ensure understanding.
• Be consistent with your email approach; always use the same language and same approach
• Never use CAPITALS when writing emails; it is thought that the writer is  shouting
• It is very rare that exclamation marks are required to be used; if there is a need for an exclamation mark to be used ensure that it is only one and not multiple times
• If someone emails you rudely, do not respond in kind. Instead use the same professional approach and if needed request the person to refrain from abuse (if there is abuse) and most certainly advise your licensee if the abuse in emails are personal in nature
• Below is an example email provided as a response to a Real Estate Excellence member office
   
  Dear
   
  Please refrain from personal attacks in your communication with our agency. We advise you that standard term 44 of the lease contract allows for hand delivery to the property which under the Act Interpretation Act is to the entry point of the property being the letterbox. We could not deliver to your front door as we do not have an entry notice.
   
  If you have further concerns you may wish to contact the RTA. We are acting in accordance with our lessor instructions lawfully due to the breach of the agreement.
   
• Remember that every email written is ‘out there’ forever and could be used for or against your agency and in worst case scenario circulated in seconds to the world via social media
• Re read the email before sending to a person and most certainly never respond quickly in anger. Walk away from your desk, come back and type a draft. Then re-read again to ensure your email is professional, courteous and as per your agency guidelines. Seek support from your colleagues and licensee if needed

• There is a training video called the use of email on PME online that is recommended to be viewed in line with this procedure recommendation. 

(c) www.realestateexcellence.com.au - an extract from the PME manual Chapter 32 as part of the PME system version 1.7 to be released