By Olivia Creighton
With the internet, people can and do rate anything and everything. From products to professors, no one is afraid to share their opinion online. This includes a landlord’s opinion on their real estate agent. Rather than seeing a client’s thoughts about your work online, it can be a good idea to take proactive steps to find out what your clients think about their experience working with you. But what methods can you use to obtain this information?
One method is by issuing a survey. With the right questions, a survey sent out to your clients can provide you with a snapshot of their thoughts about how you advertise their property. It can outline what you’re doing well, and what areas may need improvement. With so many different sites offering easy-to-setup surveys, like Google or SurveyMonkey, this is an option that is quick and easy to access. The risk with surveys is that there’s no guarantee that your client will answer honestly, or at all. The lack of anonymity may make some people feel uncomfortable about giving their honest opinion, which could lead to skewed results. Be aware of this and be sure to let clients know that honesty – even if it should be negative – won’t count against them in any way.
Some clients may even be willing to sit down with you and do an interview. In this case, you have the opportunity to receive feedback about your work, and then ask for explanation on that feedback. This allows for two-way communication, and to ask questions you may not have thought to put on a survey. While it may be harder to find someone to engage in this format, it will definitely pay off in the long run.
At times it may seem like you’re asking for feedback, but no one is willing to give it. Sometimes clients cannot be bothered to fill out any type of survey on their own but must be coerced. Try offering a gift card or some other incentive in order to have your client complete the action you want them to. Offer this rather than asking for a survey right before you stop working together, as they won’t be around to benefit from any changes and therefore have no reason to set aside their time.
It can be hard to deal with bad reviews or negative opinions, but you can find out what your clients really think by periodically issuing surveys or interviewing landlords you work with. By doing this, you’ll be able to see if your clients have any issues, and, if so, correct them before they become long-term problems. Encouraging feedback from your clients can improve their experience and clue you in about what they’re thinking.
What Methods Do You Use to Find Out What Your Clients Think?
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