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Easy Steps to More Meaningful Seller "Feedback"

By ARDELL DellaLoggia

Real Estate Agent with Better Properties Seattle

January 03, 2007 04:46 AM

When a Seller asks you for "feedback", you need to change what they want to know, with what they SHOULD want to know.

When a buyer doesn't like the house, it could mean many things that do not reflect poorly on the house at all, even though it may appear so, if not evaluated property.

Change how you ASK for feedback, and the process of getting feedback will be more meaningful to you, and your seller clients.

New Script for acquiring feedback:

1) "Hi Joe! You showed my listing on Gorgeous Street the other day. Tell me, did your buyers make an offer on anything yet?"

2) If yes, then ask, "Was the property they made an offer on about the same price?"

3) if yes, then ask, "Was my listing on Gorgeous Street their second choice? Was it in the running at all?"

This is especially important for agents who have always worked in a Seller's Market and never in a Buyer's Market.

In a Buyer's Market, you have to be in the Top Three to be SOLD.

If your listing is priced at $300,000, and the agent says they bought something for $400,000, then STOP right there. It's apples and oranges. Don't go back and tell your seller they didn't like the color of the rug. What the buyer didn't like was what $300,000 would get them. And that is not your seller's problem. Don't have your sellers jumping through hoops based on what this buyer had to say.

If the buyer made an offer on another house priced the SAME as your listing, AND the buyer liked all of the other 9 homes they saw at the SAME price, better than your listing. You have a lot of tweaking to do.

If you were the buyer's second choice, and they buy the first choice...Good News! Don't tell the seller "Oh, they bought a different house. Say Great News! We are now #1 on market! We were #2 and #1 sold, so WE are now #1! I know it's a "positive spin", but it is also TRUE!

To those wondering what the photo has to do with all this, that is my Dad who died when I was 19. Being a "music and sound system" guy...when Dad aka "Joe the Hat" was talking about (^%&^$& Feedback...it wasn't a GOOD thing. Feedback is only Good if you ask the right questions in the first place.

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Carole Cohen

Howard Hanna Cleveland City Office - Cleveland, OH

Realtor, ePRO

Ardell it took me almost two years to learn how to do that you are so right. And now more important, since inventory is up. Sometimes when I have people through an open house (though I don't have many anymore) and they wont 'play along' I'll actually say oh come on, talk to me it's lonely here LOL Usually they loosen up. The last point about feedback? Getting anyone to leave any at all! Good post! That guy in the graphic has got to be singing 'Strangers In The Night.'

Jan 03, 2007 01:27 PM

Loreena and Michael Yeo

3:16 team REALTY ~ Locally-owned Prosper TX Real Estate Co. - Prosper, TX

Real Estate Agents

You're absolutely right on the comments. But sometimes, other agents dont even bother to leave one at all despite a courtesy call. I used to be like that until I realize if I were in the agent's house, how much I would appreciate it. Hence, I take the time and effort to leave a great, honest feedback (which is very important as well).

Great house, great floorplan doesnt quite mean anything to me as the listing agent.

Jan 03, 2007 02:11 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

Carole,

Try asking people to "do you a favor" as soon as they come in. I do an Open House as soon as I list a property. When someone come's in I tell them the property was just listed and the owner and I would appreciate their pointing out anything that we might be able to do to improve the home. I "enlist" them.

I find people wait in line to tell me their thoughts before they leave if I do that.

Jan 03, 2007 02:17 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

Suzanne,

Yes I do like the one with the photo, but they often ask way too many questions. I feel like I'm being tested on my recollection of the property. Honestly if they don't like it we leave and I erase it from my brain. I have enough stored in my brain. No room in there for stuff I don't need :)

Jan 03, 2007 02:27 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

Carole! I think you may have NAILED IT! The guy is my Dad, so we KNOW it's Frank and Dad died in 73, so Strangers in the night...66...sounds about right. I'll have to ask Mom what year he traded in the Jeff Cap for the toupe.

Jan 03, 2007 02:45 PM

Carole Cohen

Howard Hanna Cleveland City Office - Cleveland, OH

Realtor, ePRO

Ardell I'm still pondering your first response. It's worded well, just not sure I want to do it at the beginning. It makes me think maybe they will then proceed looking through the house hoping to find issues - I'm still thinking about it though! And as for that being your Dad, how fun. They headphones kind of date it too lol. Now I'm humming it, even if he wasn't!

Jan 03, 2007 02:53 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

When the speakers started making all kinds of noise, my Dad called it "Feedback". So the photo relates to the topic...for me anyway :)

Carole, last time I did it the couple couldn't find anything wrong...so they bought it LOL!

Jan 03, 2007 03:06 PM

Daniel Lowery

1st Choice Real Estate - Jefferson City, MO

e-PRO, Broker - Owner

ARDELL I enjoyed your blog. I bookmarked it so I could refer back to it. Thanks

Jan 03, 2007 03:06 PM

Debi Braulik

www.roundrealestate.com - Maple Valley, WA

Selling Maple Valley to Fife WA Homes For Sale

Ardell- thanks for the follow up responses. I really like the "do me a favour" part at an open house. Great idea!

Jan 03, 2007 04:01 PM

Doug Lindstrom

eXp Realty - Loveland, CO

Great perspective! Would this be considered reverse psychology or just skilled salemanship? Nonetheless, feedback is always important and should be scripted just like an interview or presentation. Thank you!
Northern Colorado

Jan 03, 2007 04:31 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

Doug,

I absolutely HATE scripting and if anyone tries it on me, I hang up or walk away. Would you really waste time talking to someone who says things like, "Tell me Ardell, if what I have to offer you would bring you twice the business you have now...would you" If I get any sense people are talking at me instead of to me, I walk.

So I guess when I ask people to do that, I really need them to do that. They respond in kind. "Carefully crafted script?" NO! A sincere desire to want to know what they have to say because it will be helpful you you? Yes! People love to be asked for their opinion. But don't script it! Make sure you really want to know their opinion...or they will be able to tell.

What is all this scripting stuff? Can't agents just TALK to people?

Jan 03, 2007 05:56 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

Thanks Daniel,

I'm still having difficulty finding people's blogs. I can get to the top 20 and the top in each state an the featured entries. But how about Mr. #450?

I've learned not to trust the A/R system of whose good and who is not. I'd like to see what some others have to say. Knowing me, I'd probably like the articles no one else does :)

Jan 03, 2007 05:58 PM

Sharon Simms

Coastal Properties Group International - Christie's International - Saint Petersburg, FL

St. Petersburg FL - CRS CIPS CLHMS RSPS

If you're going to ask for feedback, do it promptly. When an agent calls me a month after I've showed a property, it's unlikely I'll remember what my clients thought about it, if it wasn't a favorite.

Jan 03, 2007 09:44 PM

William Collins

ERA Queen City Realty - Scotch Plains, NJ

Property and Asset Management

Ardell,

Thanks for the post. Another perspective on an age old challenge of seller feedback and communicating. We can always count on you to be out of the box!

Jan 03, 2007 10:05 PM

Diane Bell, Hilton Head Real Estate, Bluffton

Charter 1 Real Estate, Hilton Head, Bluffton, SC - Hilton Head Island, SC

Nice perspective on feedback. Getting truthful as well as timely feedback can be a real problem sometimes. Often I wonder if the feedback is valid or just something invented at the last moment by the Realtor. By the way, my pet peeve is Realtors who don't answer requests for feedback!

Jan 03, 2007 10:57 PM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

Diane,

I think I will write another article on feedback aimed at the seller consumer and see if that sheds more light on the situation.

Jan 04, 2007 03:52 AM

Byeloth Hermanson

Keller Williams - Vancouver, WA

Thank you for the valuable scripts, I printed them out and will use them in the future. Accurate feedback is always an issue.

Jan 04, 2007 08:43 AM

Joan Snodgrass

Midamerica Referral Network - Kimberling City, MO

Maybe it's because I am in a smaller community, but I make an effort to call the listing agent after I show their property to give them feedback. Seems like the nice thing to do, sortof like the Golden Rule? Thanks for the new thoughts, Ardell.

Jan 13, 2007 02:44 AM

ARDELL DellaLoggia

Better Properties Seattle - Kirkland, WA

Being "nice" to agents is not necessarily best for your client. Sometimes it doesn't matter. But sometimes it does. I think I'll write another one with a different question.

Jan 13, 2007 02:59 AM

Nick M.

Certified Residential Appraiser- West Palm Beach Real Estate - West Palm Beach, FL

Realtor-Appraiser in West Palm-South Florida Real Estate Appraiser

Ardell,.. I enjoyed your post. You seem hardcore.. that's a good thing. I knew that was your dad when I saw the pic. I'm taking some tips from your words.. I like that style. your style.

I also dont answer that feedback that comes via email, but I started to email the agents through the email address on the MLS sheet. I take notes on showings, about comments made by clients, like new revealed likes or dislikes.. and also note the property characterisitcs through my 'appraiser goggles'., both + and - characteristics, to give a positive but realistic feedback.

Nick the Appraiser - Florida Appraiser The email is 1st thing I do (most of the time) when I'm back from showings, 8 properties takes me about 10 minues. I have a template that I adjust for each property.

-Subject of email " **>> Voluntary Feedback for 2468 Appreciate Street <<**"

1 agent called me back to thank me, sent more than 50 emails.
Got 1 call from an agent that I didnt respond to his email feedback who didn't realize that I emailed him.

oh yeah.. thanks for my new smiley.. got it from this post. %^)

Jan 18, 2007 12:24 PM

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