I love email. I find that I can communicate better with email than I can in person. Many of you will disagree from your perspective, and that's OK. However, the ability to save a draft, checking my email again before sending, is really a great benefit to me. I can make sure that I'm saying what I meant to say, which isn't an ability available in person, when a more immediate, less considered, response is required.
However, we're all different, and personalities are all over the place. That's not to mention the vast differences in how we handle email and the written word. So, how do we handle a sensitive negotiation over the purchase of a home, when emotions are involved? Very carefully is the answer. It's not impossible, but a bit of care in learning about your client is in order.
First, the more time you spend with the client in person, the better your chances of discerning their mood and true intent in an email. And, of course, conversing with them a lot with email will give you great insight into the differences in their written communications from the verbal.
I'm really not talking about obvious misunderstandings of dollar amounts or intent. Those should not be happening, as you can easily request clarification if there's any doubt as to whether they wanted to increase or decrease their offer by $5000. But, getting an idea as to whether they really are at their "rock bottom" dollar amount, or if they're just venting a bit is pretty important. Again, if you have any doubt, it should be no problem to send an email to them with something like: "I am getting the impression from your last email that you're not willing to budge another dollar. I don't want to proceed with that assumption if it's not the case. Let me know your thoughts."
The safest approach is to be cautious in relation to your previous email communications with your clients. If you have a pretty good understanding of their true moods from their emails, that's great. If you're not sure, ask for some clarification.
