Your work isn’t over once the transaction is completed. After your client has had time to enjoy a successful sale or settle into a new home, it’s a great opportunity to find out what their experience was like working with you.
The client’s experience is a unique perspective to consider and something you can’t recreate with friends, family or fellow real estate agents. Soliciting feedback helps you understand where your strengths lie as a real estate agent and what your weaknesses are. This allows you to play off those strengths in the future and start tackling your areas of improvement. Clients will also appreciate that you value their feedback and this could leave a positive impression with them, improving your chances of referrals.

How to obtain client feedback

There are a few ways that you can obtain feedback from your clients. The simplest method is an online survey or email. Websites like Survey Monkey and Google Forms make it easy to collect information. You can also send a list of questions by email. Self-addressed stamped envelopes work better for older clients that prefer to write down their thoughts on paper. You might also consider taking a client out for a coffee if you think they might be more forthcoming in person.

Asking the right questions

For online or paper surveys, keep it short and sweet. Lengthy surveys may deter busy clients. Avoid simple yes/no questions and instead ask open-ended questions that encourage more detailed replies. Here are a few questions you might consider asking your clients:

• Why did you choose me to buy/sell your home?
• What did you appreciate or enjoy the most about buying or selling with me?
• What do you think I could have done better to improve your home sale or search?
• Would you recommend my services to friends or family in the future?

Opportunities for testimonials and referrals

Gathering client feedback is a great way to generate testimonials to post on your website or a printed brochure. If you’re particularly happy about one of your clients’ responses, make sure you ask them for their permission to reprint the feedback. Incorporating a question about referrals in your survey is also a great way to prompt clients. They might even send you over to a friend or family member that’s in the market for a home.