After the viewing: how to follow up with viewers and seller.

Thursday 18:15. A couple walks out of the house. It feels right. In the car they say to each other: “Shall we call?”
They call. You do not answer.

At that moment you are standing in the living room of the next house. With the next viewers. Your phone is on silent.

They want to move on. You are still at work.

What your viewer experiences

After a good viewing a viewer wants to move forward. He has questions. Is there a bidding deadline? What stays behind in the house? Every day of waiting feels like a chance slipping away.

What your seller wants to know

Your seller wants to know how it went. What did the viewers think? Will there be an offer? That feedback helps the seller make choices.

What the rules ask of you

As the selling agent you work for the seller. The seller must disclose what they know and what matters to the buyer, such as defects. That is the duty to disclose. The buyer must investigate for themselves. That is the duty to investigate. As a rule the duty to disclose carries more weight.

What you say about the house on the seller’s behalf can matter later. So answer in writing. Then you can show later what was said.

What you run into

On a busy day you have one viewing after another. Viewers call in between. They ask about the list of items included (lijst van zaken), the seller’s questionnaire, the energy label or the owners’ association (VvE) documents. You can only call back after your last appointment. And the seller is waiting for you too.

How to follow up well

1. Ask viewers to message their questions. Then they are in writing. And a colleague can pick them up.
2. Confirm straight away. And name a moment: “You will hear from us before 12 noon tomorrow.”
3. Send the documents along. The list of items included, the questionnaire, the energy label and, for a flat, the owners’ association documents.
4. Ask for a reaction yourself. A short message after the viewing: “What did you think?” That helps your seller.
5. Report back to the seller at a fixed moment. Then they know where they stand.

It can work like this

Thursday 18:20. The couple messages the office number: “Lovely house! Three questions: is there a bidding deadline, can we see the owners’ association documents and when does the seller want to move?”
A minute later: “Thank you! Your questions have arrived. You will hear from us before 12 noon tomorrow.”
Friday 10:05 the answer comes. With the owners’ association documents attached.

You only saw their questions after your last viewing. They were already in the office email. A colleague answered them the next morning. And the seller got the feedback on Friday.

The viewer is heard. The estate agent simply works in their own email. The office earns it. So it arrives.

How does your office score? Take the free Communication Scan for estate agents. In one minute you see where you can gain in reachability, appointments and follow-up. Your result arrives straight in WhatsApp.

Prefer to see how it works first? Book a demo.

Further reading

• Bidding log and offers: how to keep buyers informed
• Scheduling viewings: from request to viewer at the door
• RippleCom for estate agents

Frequently asked questions

How do you follow up a viewing as an estate agent?

Confirm viewers’ questions straight away and name a moment when they will get an answer. Send the documents along and ask for a reaction yourself. Report back to the seller at a fixed moment.

Which documents do viewers want to see after a viewing?

Often the list of items included, the seller’s questionnaire and the energy label. For a flat also the owners’ association documents.

Why answer viewers’ questions in writing?

The seller has a duty to disclose and the buyer a duty to investigate. What was said about the house can matter later. In writing you can show what was said.