Find Out How Well You Serve Clients--
Monitor Client Satisfaction

The best way to assess how you have satisfied clients is to monitor client satisfaction.

And the best time to ask them is after their transaction has closed and they have completed their move.

Certainly you can ask informally in post-closing conversation. These spontaneous comments might be helpful, but they might not yield the breadth or depth you need to fully monitor client satisfaction and also the quality of your service.

Your Client Satisfaction Survey

• How the client learned about you.
  • invite the client to indicate as many sources as applicable.
    • Advertising
    • personal contact
    • phone contact
    • web site contact
    • met at a club or organization
    • met at an open house
    • referral from _______________

• Responsiveness
  • eg: Did you receive a response to your telephone calls or emails within 24 hours? Yes _____ No _____

• Level of Satisfaction
  • eg: Overall how satisfied were you with the service? offer 5 choices:
    • 1 very unsatisfied
    • 2 unsatisfied
    • 3 neutral
    • 4 satisfied
    • 5 very unsatisfied

  • How could the quality of the services be improved?

• Would the client recommend you to others?
  • Why or why not?

• thank your client for having chosen you
• explain the purpose of the questionnaire
• request that the questionnaire be completed and returned as soon as possible.

For a better response rate, send the questionnaire as a separate mailing and include a stamped or postage paid reply envelop. You can also make your mailing more intriguing if you include a small bulky promotional item. These small bulky items will do 2 things. They will make the mailing more interesting to the addressee increasing the likelihood of the envelop being opened.

They are also very gentle way of keeping in touch with your clients.

What do YOU Think?

Generating Referrals also contains a tool that will enable you to conduct a self-assessment of the quality of your service.

With or without a client satisfaction survey, this self-assessment is a useful way to monitor client satisfaction.

Complete your own self-assessment before reviewing client feedback.

Otherwise, whatever objectivity you have will be compromised. If your clients' feedback was positive your own assessment will likely confirm their comments.

On the other hand, if client feedback was negative, you may be tempted to offer a positive assessment on your own. This will offset any negative feedback, at least in your own mind.

What Do The Results Mean?

Reassuring as it may be to learn that clients are generally satisfied with your service, the real purpose of the survey is to identify opportunities for improvement.

Individual comments could identify specific concerns of specific clients. You can check with clients to learn more about their concerns. and do whatever it takes to address and resolve the issue that they have raised.

Your client satisfaction survey might also indicate a growing pattern of concerns. If this is the case, you will obviously want to take corrective action before the growing pattern becomes a threatening problem.

From another perspective, the responses might confirm that clients really do understand your personal brand and also your brand promise of quality.

With this reassurance, you will have renewed confidence in your marketing plan. This renewed confidence will allow you to move forward with your personal marketing plan reasonably sure that you can continue to attract prospective clients.

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