How would you go about helping a deaf person buy a home? If you can use the Internet to e-mail listings, load virtual tours, and create CMAs and other documents, you are on the right track. But what happens when it's time to talk?

Most Internet-savvy Realtors want to leap from the Internet to the phone, and that's where communications break down when helping deaf clients, says Austin Realtor Penny Payne. And, you will need a strategy to help your deaf customers get through closing.

Payne first learned sign language so that she could communicate with her deaf aunt. She had never really considered making a niche business helping deaf clients until she realized that Internet technologies could help her do so. As one of only two agents out of about 4,300 in the Austin area who can "sign," combined with her love of the Internet, Payne is in a unique position to build a niche, fueled by many referrals. Although she is not deaf, almost 100 percent of Payne's customers are. Payne sells about 25 to 30 houses a year and helps between 3 and 5 deaf buyers every month.

To assist her deaf clients, Payne has developed a unique set of tools ranging from signing, to a special phone technology for the deaf, to a Verizon tri-mode phone system, to the use of Internet technologies including e-mail and a Web-based transaction and closing platform.

Not all deaf people read lips, speak English, or can talk on the phone, explains Payne. Some have to use a phone interpreter technology, (she uses Texas Relay) that allows automated/live translators to participate in your conversation with a deaf client. The translator puts what you are saying into text, so the deaf client can read what you are saying, and what the client says into voice so you can hear it. For this reason, voice communication will actually slow things down when you are working with a deaf client. But, that's a hurdle that is easily overcome, says Payne, who makes much greater use of quick e-mails and other technologies to communicate faster and more efficiently.

"E-mail has cut down on my mobile phone calls, because staying on the line with Texas Relay is time consuming," says Payne. "I went from $350 in phone bills per month, down to $89."

Internet adoption is crucial for agents, believes Payne, particularly those who wish to serve the relocating customer. Where she lives and works, Austin is quickly becoming the Silicon Valley of Texas, and has been a top ten national relocation destination for the past three years. Payne says that many people who are deaf enjoy good careers in technology fields where much of their communications between associates and customers can take place online. So, knowing how to use Internet tools is helpful to Payne not only because her clients are deaf, but also because they are usually highly versed in Internet technologies themselves.

Payne helps a lot of relocating buyers, such as deaf first-time homebuyer, Steven Ondrias. One of the technologies she used to serve Ondrias was online transaction management and closing technology from Expeditrix, a Texas application service provider. Expeditrix makes a product called SmartClose that allows customers of agents and title companies to view documents pertaining their transaction in a secure environment. Basically, SmartClose unites all participants in a home closing to an online environment: the Realtor, title or escrow company, the buyer, seller, mortgage companies, attorneys, and other participants, notifying each one by their preferred communication method (e-mail, PDA, fax, phone) when a document has been received. Because the clients can see documents for themselves, they are less intimidated by the long, paper-laden transaction closing process.

"Steven's family lived in Houston and his brother was a lawyer," recalls Payne. "He wanted to be in touch with his family. He got to share his SmartClose code with family members so they could get online and look at the inspection report, survey and other documents. He would ask them, "Should I sign this?" and they would e-mail back and give him the OK.

Payne says that stress was significantly reduced all the way around, even at the closing.

The American Deaf Association requires that an interpreter be present for closings involving deaf principals. "It just made it all easier," says Payne. "Steven came to the closing with his interpreter, and it made the interpreter's job easier because Steven didn't have to go into detail explaining things. The documents are right there online."

Despite the ease of technology, Payne's signing is an important plus for her clients.

"It's personally rewarding," says Payne. "I am better at communicating with my aunt, but I have taken classes to improve my vocabulary. Every vocabulary word has a sign name so you don't have to finger spell it. "

Explains Payne, "The sign for computer is to put your hands in the air, cup your hands so they look like two letter "Cs" and pull the left hand slightly above and wiggle your hands slightly."

And what is the sign to celebrate a closing? Laughs Payne, "You wave your hands above your head and wiggle your fingers!"

Published: June 1, 2001

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Blanche Evans is the award-winning senior editor of Realty Times, the Internet's leading independent real estate news service. She is featured daily on the Realty Times Video Network in the "Realty Viewpoint" segment. Blanche has been named one of the "25 Most Influential People In Real Estate" by REALTOR Magazine, and has been twice recognized as a "notable." In 2005, she was named "Top Reporter Covering the NAR" by Delahaye-Bacon's. Blanche is a renowned author of five real estate books. Her newest, Bubbles, Booms and Busts: Make Money In Any Real Estate Market, McGraw-Hill, was rave-reviewed by The New York Times. She was also selected from hundreds of real estate experts to contribute to Donald Trump's book, Trump: The Best Real Estate Advice I Ever Received: 100 Top Experts Share Their Strategies, Rutledge Hill Press, and is featured on page 68. Order Now Review - Honors In 2006, Blanche was selected among scores of candidates to author two consumer real estate guidebooks for the National Association of Realtors: The NAR Guide to Home Buying, and The NAR Guide to Home Selling, Wiley & Sons. She is currently planning two new books for the NAR and its members.       Known for her keen insight into real estate industry issues and for her ability to make complex subjects easy to understand, Blanche is a sought-after keynote and continuing education speaker. Real estate organizations from MLSs, to brokerages, to franchisors, to associations hire her to provide up-to-the-minute analysis of real estate industry news and advice on how to improve revenues. Her passionate delivery, peppered with stinging wit, is a huge hit with audiences and fans. Don Klein, CEO Greater Nashville Association of Realtors, Blanche Evans, Richard Courtney, president 2007, GRAR "The GNAR membership meeting last week featured Blanche Evans as the keynote speaker. Her comments and insights resonated extremely well with those in attendance and we have had many requests for copies of her PowerPoint Presentation. She was a terrific part of the membership meeting and convention program!" - Don Klein, CEO Greater Nashville Association of Realtors Coverage from WSMV, Nashville - 8-14-2007 That Interview Guy - Get Inside The Head Of Today's Generation 2007 AE Institute Session - To purchase 2006 AE Institute Session - Parts 1 2 3 4 5 6 7 8 9 HouseValues Mastermind call - Parts 1 2 Blanche's fireside chat with Jeremy Conaway, HAR - Click here. To contact Blanche, email her at . For more articles by Blanche, click here.