Leverage the gift that keeps giving: client feedback

We’re in a world where customer reviews can steer others toward—or away—from your business. That’s why it’s critical that you treat client feedback as one of the most valuable gifts you could ever receive. Real estate client feedback provides insight into your performance, service, expertise, team, and overall approach to helping people buy and sell their dream homes. Basically, it’s a neat little thumbs-up or five-star package that you can leverage in a multitude of ways to generate more success over time.

But these invaluable gifts rarely fall into your lap. You need to actively seek them out. Weichert® will guide you on how to do just that to help you grow your real estate business.

And the survey says

One of the best forms of feedback solicitation is through customer real estate surveys. They’re quick and easy to conduct, provide immediate results, and they give clients anonymity, which often creates a forum for speaking their truth.

Look for user-friendly online survey tools to help you. The tool should then be able to generate a nifty report of the results that you can tap into. Whether it’s to affirm that what you’re already doing is great, or it’s to point out an area that could use some adjusting, survey results can provide you with leverageable insights.

For example, if clients tell you that you bombard them with too many emails, take that comment seriously. Maybe you’ll adjust your email campaign frequency. Or if 75% of your clients say that they’re very satisfied with your services, leverage that statistic wherever you can. Include it on your website. Promote it on a social post. Let other people know that your customers are happy and show them the proof point that confirms it. 

Check out these sample questions for building client satisfaction surveys.

Ask and you shall receive

Imagine that you just attended a closing for a client, or you just spent the last three weekends showing their house. What would happen if at some point in the relationship you asked, “How am I doing? Are you happy with my services? What could I be doing better?” There’s something to be said for flat-out asking for feedback in a one-on-one way.

Schedule follow-up calls or in-person meetings to discuss their experiences and seek feedback. This personal approach demonstrates your commitment to their satisfaction. By actively listening to your clients’ needs and concerns, you’ll build deeper connections and long-lasting relationships.

At the same time, you can be gathering testimonials, which are priceless for marketing your business. Make it easy on your clients when making a testimonial request. For example, if you send a newsletter via email, write something like, “I hope these articles—and my commitment to you as your real estate broker—has been helpful! If so, would you be willing to leave a comment about your experience with me that I can post on my business website?” Create a simple form using Google or any form software and include a link, making completion simple.

There are several testimonial services that can help collect and display this information, and they often offer a plugin so you can display the results on your website. Many even offer packages at the brokerage level so agent reviews roll up to the brokerage and can be displayed on the brokerage site. Creating testimonial posts for your social feeds or highlighting a page for your listing or buyer consultation are other great places to feature glowing reviews.

Promote social sharing

Encourage clients to share their experiences on social media platforms.

Respond to reviews and comments promptly and professionally.

Ways to engage clients on social media:

• Share posts asking followers to leave reviews
• Respond to comments and mentions on your social media posts, thanking customers for their feedback
• Handle negative feedback professionally and privately, offering solutions to resolve the issue

Show gratitude

When soliciting client feedback, uphold the sentiment of gratitude. This fosters a mindset of appreciation and respect, all of which will come through loud and clear to your clients.

Ways to show gratitude: 

• Send handwritten thank-you notes
• Focus on your client’s needs
• Make it easy on them (e.g., provide a pre-paid envelope in the mail if you’re looking for a written response, keep your surveys short so that people aren’t tasked with too much work)

Remember, client satisfaction is the cornerstone for just about every business these days. Take notice of all the opportunities where you can seek out client feedback—the positive and yes, the negative—and use it to your advantage. 

Feedback will help you identify opportunities to refine your services and exceed client expectations. Satisfied clients are more likely to refer you to their friends and family, expanding your network and generating more business. Positive reviews and testimonials can significantly boost your online reputation and attract new clients.

Being highly recommended can determine the likelihood of repeat business. It can also significantly enhance your referral stream. Combined, these are the gifts that keep on giving, sustaining, and growing your real estate business.

Reach out to us for more information.