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Do You Know What Your Clients Are Really Thinking?

Written by Posted On Thursday, 26 September 2019 05:00

You’re going about your day, thinking that your business is great and you have happy clients—and then, coming out of left field when you least expect it—a past client posts a really awful review about you online. Yikes! Where did that come from?

It’s a given in real estate that not all transactions go perfectly. Buying and selling a house is a high stress time for most people, and people under a lot of stress can be highly emotional—and not always rational! Factor in all the variables that can impact a closing, there are bound to be some occasional glitches. But such a public trouncing can hurt your career and damage your hard-earned reputation.

Do you have any idea of how well--or not--you are doing out there every day? Have you ever asked? If not, listen up! Smart agents harness the power of monitoring response from start to finish using a customer survey.

Let’s take a look at what top producer, Paul Wheeler of Accent Realtors in Tulsa Oklahoma does. He created a “Happiness Index” Report to monitor his client’s satisfaction during the listing period on a monthly basis. He offers a $25 gift card drawing to help solicit their response to four short questions and encloses a stamped, self-addressed envelope to make it easy and convenient. The last option in the report is to ask if the client knows anyone who would “benefit from his services”.

Paul is very timely with his “Happiness Index” survey and makes sure that his clients are touched every month to get their views of their experience during the listing period. If something isn’t acceptable, he can proactively address and resolve the issue before it becomes a breaking point with his client.

Although getting a digital response is highly efficient, it is important to realize that a “personal” touch always carries more impact. Depending on the generational group and the client’s preference, the more personal opportunities you have to interact with your clients, the better the chances to sustain and advance the relationship. Especially in big teams, letting they seller know you are involved and inspecting the process goes a long way to creating a satisfied customer.

The next step is soliciting the feedback after the closing. Paul and his team send out a “Performance Evaluation” survey to their clients after the transaction has closed to gather their feedback on their performance. As before, he includes a drawing to win a $25.00 gift card as an incentive to send back the report in a postage paid envelope, and of course, asks for a referral.

The process of monitoring the transaction is a strong and impressive differentiator in your service model and it shows that you are interested in taking care of your clients, and getting the transaction completed. When you have happy and satisfied customers, referrals are more likely to flow in.

For an impressive way to monitor and measure your clients “happiness factor” and your performance rating, consider using surveys to make sure you are on target to meet and exceed your customer’s expectations for more sales and endless referrals.

For a copy of both the Happiness Index Report and the Performance Evaluation, click here.

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Terri Murphy

Terri Murphy, Communication engagement specialist, author, speaker, consultant, and Master Coach with Workman Success.  She is the author of 5 books, TedTalk speaker and co-radio host on Contact: or Email:

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