It’s easy to give lip service and say you give superior customer service. But it’s another thing to have proof that you give superior customer service.
Ask For Honest Feedback
Last week I completed an activity that I have wanted to do for years. That activity…asking my clients for honest feedback on the customer service I provided. In the past I have sent a questionnaire to clients to gather feedback on how they felt I handled their real estate transaction. That was standard operating procedure; it was also very passive.
Make Phone Calls To Past Clients
But last week was a whole new ball game. I partnered with another successful real estate agent in my office to make phone calls to past clients. I gave her a list of ten clients to call and she gave me her list of ten. I have to admit it was a little unnerving. You think you know how people felt during the transaction (sometimes you definitely know), but there are some people you just can’t read. Here was an opportunity to find out exactly what people felt about your level of customer service and they are telling one of your colleagues. A little scary right?
Give Better Customer Service
You know that honest feedback will only help you do your job better, but it can be a bitter pill to swallow. After much stalling on both our parts we went to our respective offices and made the calls. We asked just 5 simple questions:
- Why did you decide to work with Candy?
- What did she do well?
- What do you think she could have done better?
- Did she do everything she said she would do?
- Would you recommend her to your family, friends and colleagues?
Perception Is Reality
Although there were only five questions, we found that most people would give very detailed examples of what they liked or didn’t like. We also found that people gave very thoughtful answers. All in all, it was a fascinating exercise and we both learned how our clients perceived us…sometimes much differently than we perceive ourselves.
What’s Important To Your Clients?
If you currently ask for written feedback, I highly recommend that you try making phone calls. Not only is it instant feedback, but you gain so much insight as to what is important to clients. And if you don’t ask for any type of feedback, I strongly suggest you make a point of doing it this year. You and your business will be better for it.
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Real-Life Real Estate Training – The Training You Need, When You Need It
- Have you struggled turning contacts into clients?
- Are you working hard, but hardly making any money?
- Are you beginning to think you made a bad career choice?
If you answered “yes” to any of these questions you are in the right place! The Real-Life Real Estate Training program was designed to transform you and your business so that you achieve your goals. It doesn’t matter what stage in your real estate career you are in…new, experienced, or somewhere in between, our systems will help you focus your time, energy and effort on the right areas of your business.
The Real-Life Real Estate Training program was designed by an active Realtor, so our program is totally realistic, doable and easy to put into action immediately.
My name is Candy Miles-Crocker and I’d love to talk to you if you still have some questions or need additional information. Fill out my online contact form or give me a call at (202) 669-1924. Check out what our valued clients have said about us on our testimonials page.
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