RealTown's RealTalk

The Client Experience Ratings launch at the Houston Association of REALTORS was a success! Thousands of surveys have been sent and returned.

http://mcentral.har.com/DispArticle.cfm?ARTICLE_ID=25945

On the 1000Watt Blog By Brian Boero, I did read one significant error he made about HAR's Client Experience System.

http://www.1000wattconsulting.com/blog/2009/04/making-online-realtor-ratings-work-its-all-or-nothing-at-all.html

Boero wrote:" But here's the thing: Realtor ratings will never be useful to a consumer unless there are no conditions, no agent filters, and 100% commitment to let the chips fall where they may.

HAR's effort relies upon agent involvement. They determine which of their clients receives a survey and can thus cherry-pick deals on which they feel confident in receiving a favorable rating."

Boero has it wrong. HAR's effort is an all-in or all-out effort. There is NO "cherry picking" as he puts it. Our members have to choose either opt-in or opt-out of the system. There are no other choices to click on. A Realtor can participate or not, publish ALL the results or none of them. It is a 100% commitment type of system.

I believe that one significant key to providing your clients a wonderful experience is to conduct small check-ups on their experience throughout the process, don't just wait until the end to survey them. Ask your clients questions about their experience at regular intervals as you are working with them. "Did you like the links I sent you Mr. Buyer?" "Are these the types of homes you were expecting to tour today?" "Are you satisfied with my explanation of the provisions of this contract, or do you have more questions about any part of this?" "Is it okay for me to phone you during the day? Or, should I only send text messages while you are at work?" "How are you liking your real estate experience so far?" Etc.

It's like taking care of a sick child. You keep the thermometer at their bedside the entire time, and check their temperature at regular intervals throughout the day and night until they are well. Right?

Well, do that with your clients! Check on them and their experience at regular intervals as you work with them. If you must, while you are working, carry a thermometer with you as a reminder to ask the questions, "How am I doing Mr and Mrs Buyer? How am I doing Mr and Mrs Seller? " If you are taking your client's "temper"ature regularly, you will be able to detect any rise in "temper"ature early, and treat that fever before it gets out of hand.

If you are operating at this level of exceptional customer service, then the survey at the end will be no problem.

I wish you much success!

Veronica

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Veronica Mullenix, Broker Owner
visit- http://www.VeronicaMullenix.com
Veronica Mullenix Real Estate Group
Houston Texas