Tuesday, March 12, 2019 / by Amber Tice
Client Satisfaction is a slippery slope. There is an ongoing debate regarding whether, or not “The customer is always right.” Whether, or not that statement is true, I don’t think it can be argued that having a satisfied customer will keep them coming back, and will ultimately lead us as agents to more referral business.
In this article I would like to discuss an uncomfortable aspect of my job that is essential to my growth. Customer feedback, reviews and surveys are great tools to use in order to get honest feedback about a real estate agents performance. It can be tough asking for honest feedback, but let me tell you~we are usually harder on ourselves than a client will ever be when they are writing a review.
I am a people-pleaser through-and-through. This fact used to embarrass me until I started accepting myself as a human being. There is nothing wrong with wanting the people around us to be happy. With this comes constant worry, however. How will my clients review my performance? Did they like me? Did they receive the service they were hoping for? Do they love their home? I have come to realize we can’t please everyone at all times, and as long as I have done everything in my power, and within my expertise to help them there is no reason to put so much pressure on myself. However, this realization doesn’t make asking for reviews, or honest feedback any easier. I think we all dread the truth just a little bit.
With that being said, there is tremendous value in asking for feedback. If we are to truly become people who care about others, and their experiences we must be able to take a little constructive criticism. Sure, not every person is going to be fair. Not every person is going to love you. But, we can take what resonates with us and apply it to our next experience, or interaction.
I have learned so much this year about how to separate myself from the hate, the negativity, and the blame. And, these things aren’t coming from other people! These are all things I talk myself into if I am not careful. Most of my client feedback is positive, uplifting, and reassuring that I AM GOOD AT MY JOB!
I encourage anyone out there to make sure you are in fact filling out those feedback cards, writing those reviews, and taking those surveys ( with the honest truth of course). If someone is asking for your true and honest opinion, I guarantee it is because they are trying to better themselves as a professional.
Obtaining information that can help you reach a goal, and that can help you serve your clients better is a a very valuable tool. If you are looking to gain more information from your clients here are some good questions to ask on your surveys:
- Ask non-leading questions: “How would you rate our customer service?” is much more objective than, “We have award-winning customer service. How would you rate us?”
- Ask for only one piece of information: “Are you satisfied with our price and quality?” is really two questions.
- Don’t presume facts: “What don’t you like about your current gym?” assumes the respondent is a gym member.
- Ask demographic questions: “How many employees do you have?” and “What industry are you in?”
*Questions taken from: https://www.verticalresponse.com/blog/5-ways-to-create-added-value-for-customers/
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