Find Out How Well You Serve Clients-- Monitor Client SatisfactionThe best way to assess how well 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. This is true of both buyers and sellers alike. 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 the quality of your service. Your Client Satisfaction SurveyThe best assessment of client service comes from a system than ensures that you monitor client satisfaction on an ongoing basis.A good client satisfaction survey will address the following elements:
invite clients
to indicate as many sources as applicable:
These
results of your survey to monitor client satisfaction will also allow you to track the results of your marketing activities, specifically prospecting and generating referrals.
eg: Did you receive a response
to your telephone calls or emails within 24 hours? Yes _____ No _____
eg: Overall how satisfied were
you with the service? offer 5 choices:
1 very unsatisfied
2 unsatisfied 3 neutral 4 satisfied 5 very unsatisfied
Why or why not?
Send the questionnaire with a brief cover letter in which you
You can also make your mailing more intriguing if you include a small bulky advertising specialty. These small bulky items will make the mailing more interesting. This will increase the likelihood of the envelop being opened. In addition to helping you monitor client satistaction, these mailings are also very gentle way of keeping in touch with your clients. Top What Do The Results Mean?Reassuring as it may be to learn that clients are generally satisfied with your service, the real purpose of conducting a survey to monitor client satisfaction 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 survey to monitor client satisfaction might also indicate a growing pattern of concerns. Treat these concerns as opportunities for improvement. 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. With this reassurance, you will have renewed confidence in your marketing plan. In turn, this will also allow you to move forward with your personal marketing plan reasonably sure that you can continue to attract prospective clients. Top Walking The TalkBy way of practicing what I preach, I have included a form to that you can use to let me know what you think.This form is a simple illustration of a survey that you can use to monitor client satisfaction. Top Top Return to
'Client Service'
|
