Find Out How
Well You Serve Clients-- Monitor Client Satisfaction
The 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.
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 Survey
The 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:
- How the client learned about you
invite clients
to indicate as many sources as applicable:
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
- How could the quality of the services be
improved?
- Would the client recommend you to others?
Why or why not?
Send the questionnaire with a brief cover letter in which you
- 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 advertising specialty.
These small bulky items will do 2 things. They will make the mailing
more interesting. This will increase the likelihood
of the envelop being opened.
They are also very gentle way of keeping in touch with your clients.
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What Do The Results Mean?
Surveys that monitor client satisfaction do more than simply measure
how well you have served your clients.
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.
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.
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Undertaking A Survey
& Understanding Results
If you have never conducted a survey before, it can be a tricky process.
It's not always obvious to know what questions to ask...or how to ask
them.
Similarly it's not always immediately obvious what the results mean.
Nor is there an obvious application for whatever the survey results may
show.
If you have little or no experience in conducting surveys or
understanding survey results, Personalized Achievement Coaching
might help you.
Similarly if you have survey results or a whack of client feedback and
you don't know how to make sense of it, Personalized Achievement Coaching
will also help you improve your real estate marketing.
This coaching service will provide you with as much or as little
coaching help to help you maximize the benefits you will receive from
monitoring your client satisfaction.
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