All of us need to develop and enhance our providers, The Company’s Wet Hake Austin writes, and getting suggestions is step one in doing that.
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You actually by no means know the way you’re doing till you ask for suggestions. As a pacesetter in the actual property trade, I’m at all times hyper-aware that our notion of our consumer service expertise can solely be verified by soliciting suggestions — and in the fitting method. This is applicable to how brokers assess their consumer expertise and, additionally, how we assess our service to our brokers.
Nevertheless, asking for suggestions in the fitting method issues if you would like the data to be trustworthy. Everyone knows surveys are a great tool for this course of, however how else are you able to solicit suggestions? Listed here are 5 methods to assemble consumer suggestions in a method that feels genuine and natural.
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Talk all through the method
Right here’s one thing I wish to remind our brokers: Suggestions doesn’t (and shouldn’t) need to occur solely at closing. In truth, you’re lacking out on a possibility to tailor your consumer’s expertise alongside the best way, which can hopefully result in higher outcomes.
Take moments all through the method to ask for suggestions. This is usually a fast textual content (Hello, I needed to test in in your expertise to this point and see if I could make the method any higher for you. Is there something working or not working for you that you simply’d wish to share?), a dialog after a property tour, a telephone name or an automatic survey.
Determine what levels of the transaction journey take advantage of sense so that you can get suggestions at, and work these into your general consumer expertise technique.
Make a second proper after closing
One in every of The Company’s New York brokers, John Antretter, just lately shared how he strategically builds rapport with shoppers. One technique that I believed was good was inviting shoppers to a closing dinner. It’s principally targeted on celebrating his shoppers’ latest purchases or gross sales, however he additionally makes house for sharing his providers transferring ahead and asking for candid suggestions. This seems like an genuine, informal solution to glean some necessary insights out of your shoppers proper when their expertise is recent.
Ask for story-focused suggestions
Asking shoppers to explain their experiences in their very own phrases typically brings out genuine suggestions that structured surveys would possibly miss. On the finish of the transaction, ship a textual content or e-mail asking your consumer to share a narrative or testimonial.
Whether or not by way of a devoted part in your web site, a publication or social media, these narratives can reveal helpful insights into what shoppers worth most. In case you plan to share it in any of those methods, bear in mind to ask permission.
Host consumer appreciation occasions
Host consumer appreciation occasions, akin to an off-the-cuff open home or a neighborhood gathering, the place shoppers can share their suggestions in a relaxed, social setting. Throughout these occasions, have casual conversations with attendees, asking about their latest experiences and ideas for enchancment. This face-to-face interplay fosters a way of neighborhood and offers trustworthy, spontaneous suggestions.
Interact by way of social media
Use social media platforms to interact with shoppers and collect suggestions in a extra informal setting. Posting open-ended questions or polls on platforms like Instagram or Fb can encourage shoppers to share their ideas and experiences. This technique permits shoppers to supply enter at their very own tempo and in a cushty setting. You may as well share consumer testimonials, which can encourage different shoppers to share their very own tales with you.
All of us need to develop and enhance our providers — and getting suggestions is step one in doing that. Be proactive, create secure alternatives and be constant in your efforts to solicit suggestions. From there, take the insights you discover and make modifications in your service and choices to satisfy the wants of each future consumer in the simplest method doable.
