Important Changes to Tour Connections

Updated May 5, 2020

To better serve you and your customers when in-person meetings are challenging or less preferable, we're continuing to make adjustments to the tour connection experience.

On April 3, we restored tour requests to Zillow and Trulia listings in all markets and added a public health advisory. Home buyers can now indicate their preference for either an in-person or video chat. To help you accommodate scheduling requests, buyers are able to select a preferred date but will need to set a time with you. 

As of April 24, we're also automating tour connection calls. After a buyer makes a tour request and we've confirmed they're available and looking to buy, you'll receive an automated phone call asking if you'd like to be connected. This message will also let you know if the buyer prefers an in-person or video chat. Don't worry, if you have any questions, you can simply press 0 to speak to a connection specialist before being connected.

After you accept a connection, you'll be connected live by phone with the buyer to discuss the next best steps in their home-buying journey. Keep in mind, in-person tours may not allow for safe social distancing or comply with public health orders.

Watch an overview of the improved tour connection experience and get tips for leveraging virtual tools and working with your clients right now:

Tailor your approach as necessary

Every market and customer is different, and we encourage you to personalize your approach with customers in a way that’s sensible for everyone. 

If you live in an area where visiting homes is feasible — and if you and the seller are comfortable with you visiting the home — here are some options you may consider: 

• Live video chat: You go to the home and video chat with your client live. 
• Pre-recorded video chat: You go to the home, film the tour, send it to clients and follow up by phone after. 
• In-person tours with distancing: Be sure to limit physical interactions and allow for safe social distancing. Check with your broker or local MLS for additional guidance specific to your area.

When in-person tours are not permitted or there are concerns about doing them safely, consider working with the listing agent to source a video chat or help the seller record one. It may also be possible for the seller to walk you and the buyer through the home via Zoom or another video conference service. 

Build relationships when tours aren't possible

If visiting a home isn’t feasible, you can still meet with customers virtually to build rapport and help guide their home search.

'In today’s market, there’s a unique opportunity, more so than ever before, to connect with customers in a very genuine and human way,” says Zillow Premier Agent Dave Ness of Denver, Colorado.

However you decide to proceed with customer interactions, here are some tips for delivering a great experience:  

• Take time to understand your customer’s needs and preferences. 
• Determine the best next steps to support a buyer’s home search during this time. 
• For any virtual meetings, show up like you would for a face-to-face one. Be professional, warm and authentic. 

For example, a virtual consultation can be an effective, personalized way to establish a relationship. You can even 'co-browse' listings together, particularly those with virtual tours, to get to know your buyer’s needs and keep their home search moving forward.

For guidance on what we’re hearing from other agents about working with clients virtually, read this guide. 

Thank you for your partnership and flexibility, and most importantly, thank you for your continued commitment to help buyers find their way home.