When texting contacts and clients, having the right words and responses at your fingertips is vital because your meaning can sometimes be subject to interpretation. Reach out the right way when you send text messages, so that customers are clear and confident in your intent – and your professionalism. This collection of best practices, scripts and sample conversations will show you how to write courteous, effective texts and replies.
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Texting etiquette
- Don’t use text messages for every communication – a phone call is often the better choice.
- Keep your texts short, but avoid one-word responses.
- Be sure to correct any typos before you send your text.
- Avoid using too many abbreviations for the sake of speed – even ones that are now part of the standard texting lexicon, like LOL (laugh out loud), LMK (let me know), or OMW (on my way).
- If you text someone for the first time – or you’re not sure they remember you – include your name in your text message.
- Don’t text bad news. For example: you were outbid, the seller fell through, etc.
- Avoid texting anything confidential, proprietary, private, or potentially embarrassing to you or the recipient.
- Don’t assume that it’s OK to loop your client into a group text or add someone to your conversation.
Tips for fast and easy texts
- If you have messages that you use repeatedly in texts – for example, “I’ll talk to you soon” or “Please call me when you get this,” use your phone’s Notes app to quickly copy and paste these messages and send them.
- Use voice dictation to quickly create a text message. Just be sure to correct any misinterpretations before you press Send.
- If you often send URLs in your text messages – for example, links to your website, a listing, or a market report – save space by using shortened links generated through a service like Bitly or TinyURL.
Writing courteous texts
You’re with a client
Hi [contact name]! I’m with a client. May I reach you at this number in the next 5 minutes?
You’re being stood up
Hi, [contact name]. I’m at the [meeting location]. Are we still on for [time]?
You’re running late
Hi [contact name]. Apologies, I’m running 5 minutes late. Can you still meet?
You can’t make it
Hi [contact name]. Apologies, I need to reschedule. Are you free tomorrow?
You’ve got news
Hi, [contact name]. I’ve got the [buyer’s/seller’s] response. Can I call you in 5 minutes?
Hi, [contact name]. I’ve got the [buyer’s/seller’s] response and I think we should act on it. Are you free to talk?