Do You Rely On Your Customer Satisfaction Survey'? 

There is one thing that I concentrate on in my business more than anything else..more than just selling the Real Estate....and that's customer service!

You shouldn't have to and it's not a requirement but....I'd rather pay someone a little more or pay a higher rate to get great service.

I don"t know about you but I like to read them. I'm not too worried if I get a not so nice or a negative one because you can't always please everyone. I'll admit it... but sometimes early in the game when I list properties for sale or work with a buyer..they don't always move as quick as I'd like them to or they might not get as much activity as I expect but you live and you learn. In the end...my goal is for the client to be happy because the listing sold and the customer is happy that they were able to purchase the property and close.

Anyone will tell you that they love reading the one's that make you out to look like the Messiah of Realtors®. But then there are times that you'll see some that might make a few suggestions as to how you should change your ways or improve your business. Thankfully..in 18ys ...I've been lucky to get the majority of positive results versus the negative one's. And I'm not blaming the client at all. They have every right to get 100% total satisfaction ans superior service no matter what happens.

So if I get a negative comment...I use it as just some normal constructive criticism. This way..next time I can use it to my advantage and maybe even learn from my mistakes.

It brings me to a funny story that happened to me recently. I recently purchased a new car and although the car is great....the service sucked! I really couldn't blame the salesman since they really just sell you the car and then you're passed off to these so called "service advisors". Eventually the salesman tried to help expedite and follow up just so it looked like he was doing his job but throughout the wait..he kept harping on the survey I would receive and how it was very important that I rate him with all 10's because it would effect his "bonus". Of course I'm not that mean of a person to ruin his chances for a "bonus" so I gave him his name in lights. But I did tell him that I wouldn't be as nice towards the service department.

When I send out my surveys..I don't think about a bonus. I get paid at the closing. Of course...we all want to make a good impression and get positive responses but it's not bonus related....at least mine isn't. I use it more for future business and I've never asked any of my clients to give me the best or even the worst rating....just be honest...that's the best type of bonus anyone can get!

I try to send out one of these surveys to every client once the transaction is completed.... via email,fax or regular mail. Some people respond right away and some take their time and some just forget and never respond. I like to send some of them to my broker so they can see the service I provide to my clients.

Below is an example of a simple way to make and send surveys to your clients. I try to make it short and brief because if it's too long...you'll lose the customers attention and they'll throw them out.

Please note that you may use this as you wish or add or delete anything you want.

Keller Williams Properties-Customer Satisfaction Survey

TO: Client X

FROM: Neal Bloom

We worked together on a project of utmost importance to you—your home.  Please help me serve you and your friends better by taking a few minutes to complete this survey.  If you wish to talk to me directly, don’t hesitate to call me at  (954)608-5556  For your convenience, You can print this, fill it out and  email this survey to me at nealb63@myacc.net.

Thank You!

For the superior service that you deserve!

For more information ....Please contact Neal Bloom-Realtor® /Keller Williams Properties