All of us wish to develop and enhance our companies, 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 all the time hyper-aware that our notion of our shopper service expertise can solely be verified by soliciting suggestions — and in the best method. This is applicable to how brokers assess their shopper expertise and, additionally, how we assess our service to our brokers.
Nonetheless, asking for suggestions in the best method issues in order for you the data to be trustworthy. Everyone knows surveys are a useful gizmo for this course of, however how else are you able to solicit suggestions? Listed below are 5 methods to collect shopper suggestions in a method that feels genuine and natural.
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Talk all through the method
Right here’s one thing I prefer to remind our brokers: Suggestions doesn’t (and shouldn’t) must occur solely at closing. The truth is, you’re lacking out on a possibility to tailor your shopper’s expertise alongside the way in which, which is able to hopefully result in higher outcomes.
Take moments all through the method to ask for suggestions. This could be a fast textual content (Hello, I wished to examine in in your expertise thus far 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 prefer to share?), a dialog after a property tour, a telephone name or an automatic survey.
Work out what levels of the transaction journey take advantage of sense so that you can get suggestions at, and work these into your general shopper expertise technique.
Make a second proper after closing
Considered one 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 centered on celebrating his shoppers’ current purchases or gross sales, however he additionally makes house for sharing his companies shifting ahead and asking for candid suggestions. This looks like an genuine, informal solution to glean some essential 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 may miss. On the finish of the transaction, ship a textual content or electronic mail asking your shopper to share a narrative or testimonial.
Whether or not via a devoted part in your web site, a e-newsletter or social media, these narratives can reveal invaluable insights into what shoppers worth most. If you happen to plan to share it in any of those methods, bear in mind to ask permission.
Host shopper appreciation occasions
Host shopper appreciation occasions, comparable to an off-the-cuff open home or a group gathering, the place shoppers can share their suggestions in a relaxed, social setting. Throughout these occasions, have casual conversations with attendees, asking about their current experiences and ideas for enchancment. This face-to-face interplay fosters a way of group and offers trustworthy, spontaneous suggestions.
Interact via 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 surroundings. You can too share shopper testimonials, which can encourage different shoppers to share their very own tales with you.
All of us wish to develop and enhance our companies — 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 shopper in the simplest method doable.
