My agents are trained to set up a communications plan with our clients which include at least once a week phone updates and monthly face to face updates while a home is being marketed. Last week as a team member and I prepared for a monthly update with our client, we were feeling very good that we had covered all bases and that this client was VERY satisfied with our services thus far. How did we know that before the meeting? Well, this client is a vendor for us so we're constantly seeing her and giving her "snipets" of updates almost on a daily basis. She seems happy with the progress and once in a while expresses a concern that we nip in the bud.
So why have a monthly meeting to discuss status with someone we know and communicate so well? Well, because it's our policy. We expected it to go quickly and then check off that task as completed.
So why have a monthly meeting to discuss status with someone we know and communicate so well? Well, because it's our policy. We expected it to go quickly and then check off that task as completed.
Not so fast! In the process of the meeting we found out -
1) The client was exhausted from the many showings and tired of running home to put on lights / shut off lights - and give the home a final check before a new showing occurred.
2) She absolutely HATED the picture of ONE of the 10 rooms featured in MLS
3) She receives feedback directly from buyers' agents thru an email service we offer to sellers and although we would follow up with additional discussions with all interested parties, She wanted to know why we didn't follow up on those who showed no interest or seemed not to like the property - As she said, we could learn more from them and
4)She HATED the canned questions asked in the feedback form that our service provider used. First question "Did your client like the property?" which came back once or twice as "Not at all" - provided no valuable information but only incensed the sellers.
2) She absolutely HATED the picture of ONE of the 10 rooms featured in MLS
3) She receives feedback directly from buyers' agents thru an email service we offer to sellers and although we would follow up with additional discussions with all interested parties, She wanted to know why we didn't follow up on those who showed no interest or seemed not to like the property - As she said, we could learn more from them and
4)She HATED the canned questions asked in the feedback form that our service provider used. First question "Did your client like the property?" which came back once or twice as "Not at all" - provided no valuable information but only incensed the sellers.
How did we miss all these complaints?
We simply hadn't really given her a focused forum for putting them on the table. She came in prepared to this meeting , knew it was a time to review progress and wanted answers to the above. Had we not set that meeting up, it's possible that all or many of the above - easily fixable problems - would have simmered with her.
What do we need to keep in mind?
Studies show us that over 60% of consumers in real estate will NOT complain to you about a problem they're having - unless you ASK ! Ask that hard question. How am I doing? What is working and not working for you. If they don't tell you when they have a complaint, they WILL be telling all their friends and losing business for you. ENCOURAGE COMPLAINTS - they are the JACKPOTS to your business!
My team member and I had an action plan for each of the complaints above which were all resolved within hours after the discussion. Our seller clearly appreciated our expeditious response and our efforts to make the marketing of her home less stressful to her.
So Remember...
The Unhappy Client Has Options
Keep Quiet
Report you to management or the Local Board if the issue is large enough
Give you word-of-mouth advertising that you do not want – thus causing you to lose business
Or they can complain to you directly
And when they do – It’s your JACKPOT –
Fix the problem and you will not only keep their business but your business will grow because of them.
