Do you regularly send out client satisfaction surveys after you sell a property? At Rulnick Realty, in Destin Florida, we do. Our questionnaire is pretty simple. We ask:
What did Agent Jones or Rulnick Realty do well, that should be continued?
What could be done to improve the real estate purchase or sale experience?
I find that open-ended responses generate the best feedback. If the comments are especially good, we'll ask to include it in our advertising. The bottom of letter says:
Please sign here if your response may be used in advertising or promotional materials_______________
Today I was thrilled to receive a survey back with a letter attached. One of my agents, Rhonda Therrien, had sold a house to this particular seller, and worked with him in the past. Here's what he said:
Dear Wendy,
Rhonda has handled several property transactions for me. We go way back. Let me tell you a little story about her. She was trying to sell a couple a condo and they were actually look for two at the time. One for them and one close for her sister. My condo was one they were looking at. As we came out the door after looking at mine, there came a major downpour like can happen in Fort Walton Beach. Rhonda didn't hesitate for a minute. She waded in ankle deep rainwater in her high heels and stockings, in the rain, and went to her car and got a big umbrella out of her trunk, and came back to usher her clients back to their car all dry and comfortable. Needless to say, she made two sales that day. One for me and one for a neighbor next door.
Rhonda is the best. You are luck to have her.
Terry P. Chesser
And lucky I am! Thank you, Rhonda!
It's Wendy!
Wendy Rulnick, Broker, CRP, CRS, GRI, ABR Rulnick Realty, Inc.
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I love the survey. We do one, but we should ask for their permission to use their names in promotions and advertising!
I love the survey. We do one, but we should ask for their permission to use their names in promotions and advertising!
We, our firm and its agents participate in a survey after every closing...our current seller satisfaction rating is 98%.
Thanks, Dinah. We have a document we use in presentations with testimonials from all the surveys.
Trey - That's awesome. The 2% were probably grouchy!
Three Cheers Wendy! Using surveys are great and getting great feedback and the permission to share the praise is awesome. Get that on your website and use it in your buyer & listing presentations. Thanks for shaing. Greeting from Paradise.
Great idea Wendy, I'm going to work on one this afternoon! Thanks.
Greg - Thank you! I do use them in listing presentations.
Laura - Go for it!
Yes we have been doing this for years, and it is amazing how many do get completed and sent back. We also have a check box for permission to reprint their comments.
Mary - Good for you, too! I think people know you care if you survey them. I wish more businesses would do it, even doctor's offices! You can really help your business by implementing changes based on responses. Believe it or not, I have surveys and customer cards saved for over 19 years.
Wendy.. It is always great to hear the great things that the clients is willing to share
Roland- I agree. You get to find out what's hitting it with the client.