The Importance of Performance!

Every time we sell a property, whether we are the listing agent or the buyer's agent, at the end of the transaction, we sent out a survey with a return envelope and ask our clients to be brutally honest!

As these surveys come in during the year, we read and discuss each one in an effort to continually improve our service to our clients. If you are an agent and you do not do this - YOU SHOULD. If you are a buyer or seller, you might find the questions interesting - they should provide the basis of the type of questions you would ask an agent you are considering using or the type of questions you can ask the references they provide! So here we go.....

The first group of questions ask the respondent to answer with a checkmark under "Excellent", "Very Good", "Good", or "Fair" -

*Ease of getting an appointment
*Timeliness of return phone calls
*Helpfulness to your needs
*Courtesy and friendliness
*Knowledge of real estate
*Overall performance

The second group of questions are merely yes or no answers:

*Do you feel we adequately explained the real estate process and what you could expect during each phase of the process?

*Do you feel we really cared about you and your real estate needs?

*Do you feel we earned our commission?

*Would you use our group to buy or sell a home again?

*Would you feel comfortable recommending our services to your friends and family?

*Can we use you as a reference?

*Are you interested in investment property now or in the future?

We have one rating question that asks "in comparison to other realtors you have worked with, the quality of our group's real estate service is:

Substantially Lower
Moderately Lower
About the same
Moderately higher
Substantially higher
Excellent

We then ask questions with several blank lines following for clients to write comments:

*Why did you choose to work with our group?
*When you think about yoru real estate experience, what stands out most in your mind?
*What could we do to improve our service and provide a more positive real estate experience?
*We like to acknowledge our tem members for a job well done. Please let us know if any member of our team was especially helpful, and how they were helpful.
*Who do you know who could benefit from our service?

So.... how did WE fare this year?

100% of our respondents felt we earned our commission!!!!!

That's really what we strive for - no matter how anyone may answer any of the other questions, if your clients feel you have earned your commission you're doing a great job!

100% of our respondents felt we adequately explained the process during each phase!

100% of our respondents said they would feel comfortable recommending our services to their friends and family!

99% of our respondents said they would use us to buy or sell a home again

99% of our respondents said they felt we really cared about them and their needs

87% of our respondents rated our overall performance at the very highest level and not one survey came back marked less than very good! (just one notch lower).

So, we're doing a great job in a difficult market - survey your clients to keep yourself and your team at the top of their game and for you buyers and sellers, don't feel shy about asking these questions of current clients of any agent you are interviewing!

Thats it for today, as always:

BE INFORMED and CHECK BACK HERE OFTEN