Feedback is incredibly important in learning just how we are performing in the eyes of the consumer and often when we mention the prospect of surveying clients, the response can sometimes be less than enthusiastic.
By Heidi Walkinshaw – Real+
If you were to survey your clients now, what would be the response? Would they be singing your praises or potentially offering constructive criticism for areas that may need some improvement?
Some of the areas that you may like to look at when it comes to checking on your client satisfaction level:
To find out why or why not we won or lost the listing. It may be any number of reasons including the team members involved or even price
This is a great opportunity to find out how they feel about their current service levels. It’s also a great opportunity to find out if they have other properties that your office could potentially be managing
It has been said time and time again, many tenants are now also landlords. This is a great chance to find out how they are finding the service and if they have properties that your office could be managing.
This one is a perfect opportunity to find out how your leasing teams are performing and gain an indication of any potential investors that are coming through the open homes.
When going through your responses, approach your team with any constructive criticism and treat it as a positive experience for the team to highlight and improve areas of development and service levels.
If you would like some examples of surveys to help you on your way, contact the REAL+ team or take a look on our online hub for more information.
Heidi has been immersed in property management for over 14 years’ dealing in all aspects from leasing, property management, business development and team management. Adding to the mix with 5 years as a Trainer and Consultant, Heidi has worked with small and medium-sized rent rolls in implementing systems and procedures to increase efficiency, growth and profitability within agencies.