Sheldon and I have been looking for a solution for managing client reviews for years. We both use online reviews extensively when looks for any number of products or services, and we know our clients do as well. We tried Yelp, but for whatever reason our experience was that it attracted more trolls than real feedback (at least in the real estate category). We've sent out surveys by paper, and through various online services, but nothing would publish the results in a format that clients could trust. I mean, testimonials are great, but as a consumer, how do you know that they're for real?
Last year, we came across Real Satisfied, a company that makes it easy to collect and post third-party, verified customer satisfaction ratings on our website. Each agent in our brokerage has a personal bio page at livrealestate.ca, where clients can see their customer satisfaction ratings in real time, along with any testimonials clients have included with their survey.
We've taken the lead in Edmonton in bringing a change to how the real estate industry looks at customer feedback data and how it’s used. And we hope other brokerages follow suit. Today Real Satisfied posted an article on their blog about our adoption of their system.
“What gets measured, gets managed.” - Peter Drucker
Most companies are still trapped in a time warp of measuring only their agent's sales productivity. This has been going on so long that it will take time for some of the behemoths of the industry to get in on the act. When we were with an international franchise, we even got caught up in the industry mantra of promoting our team as the number one team in Canada for that franchise.
While we know that sales and revenue are the measuring sticks of a successful business, we also know that the most important measure of success is our clients' satisfaction with the service we provide. There are sales people and there are advisors, and we have chosen to be the latter. So at Liv, we only have awards for excellent customer satisfaction.
This year the REALTORS® Association of Edmonton has also decided to get rid of sales awards for members, and will recognize community builders and standout volunteers.
In the end, consumers now have a place to check out what our clients think about our awesome agents. And, we have an easy way for our clients to provide feedback, so we can learn where we have room to improve, because we can always do better.