Announcing Real Estate Office Profile Pages – New Feature of RealSatisfied

Today, were are excited to announce a long-awaited and frequently requested feature for RealSatisfied: Office Profile Pages.

We launched agent profiles pages in July of 2012 only after a few of our original broker clients requested that agents be provided a way to have a third-party validate the ratings and testimonials received on our platform. When we did, we built those pages using RSS feeds as the foundation so syndication would be open and simple. That decision proved to be an important one for our clients and for us.

After a time, as data inside broker office account built up, many brokers began asking for the same feature to be available for their offices. We had always included and office level RSS feed that contained agent testimonials, but what some of our clients were requesting was an office profile page that not only showed testimonials about their agents, but displayed their office’s customer satisfaction, performance and recommendation ratings as well.

Today this feature is now live for all offices on the RealSatisfied platform.

This feature is only available to Broker PRO accounts and can be enabled by any account user with admin access. To manage this feature, go to your RealSatisfied Office Dashboard and click on the “Admin” link. There you will see a new tab entitled “Office Profile Page & Feed” Click on it and follow the instructions to enable your RealSatisfied Office Profile page or to get the link to your updated Office RSS Feed that now contains your office ratings in real time.

Office Profile Page Settings

We are excited to make this new feature available! We will continue to look at how to make improvements to this pages and update you on progress. Let us know your thoughts.

Below is an example:

Berkshire Hathaway HomeServices Colorado Properties  Vail  CO


The DANGER Report: Let’s Start To Tackle The Biggest Danger Impacting Agents

The Real Estate Danger Report:

Last year, leadership at the National Association of REALTORS® tasked the Strategic Thinking Advisory Committee “to develop a wide-ranging list on the threats and challenges facing the real estate industry in the next 3- 5 years.” The result was an exhaustive study called The Definitive Analysis of Negative Game Changers Emerging in Real Estate Report, better know by it’s acronym, The D.A.N.G.E.R. Report.

The report, by design, does not address solutions. Instead it seeks only to clearly define the problems. On first read that may sound like a waste of time. I even joked about it at its launch. However, As Michael Oppler noted in a recent NAR sponsored video addressing the report, “I’m reminded of a fascinating quote by Albert Einstein, and he said if he only had one hour to save the world, he’d spend the first 55 minutes defining the problem and only five minutes looking for the solution.” In reviewing it in more detail, I think there is some merit in this approach.

A1: Masses of Marginal Agents Destroy Reputation

Screen Shot 2015-10-27 at 2.18.59 PMThe report contains five sections – Agents, Brokers, NAR, Associations, MLS – with ten dangers per section, ranked by probability, timing and impact. At the very top of the dangers impacting agents, Danger A1, is this, “Masses of Marginal Agents Destroy Reputation.”  The report further defines the danger this way: “The real estate industry is saddled with a large number of part-time, untrained, unethical, and/or incompetent agents,” the report says. “This knowledge gap threatens the credibility of the industry.”

Let’s Spend Five Minutes Looking For A Solution

If you want to solve for this danger, one of the first thing you’re going to need to be able to do is identify who these part-time, unethical and/or incompetent agents are. You need a way to understand who is and who is not serving their clients as a true fiduciary. Unfortunately, the industry’s current reliance on simple ratings and reviews is not going to serve that purpose.

You don’t have to look hard to understand why. I can scroll through pages and pages of agents on any real estate rating site before I get to an agent who has less than a five star rating. Even when I get to the bottom of the list, I’m dealing with differences that have no possible way of helping me identify who fits the description of the agent described in A1 of The D.A.N.G.E.R. Report.  It is quite possible for two agents to both have 5 star ratings and one of them not be very good at their job, but very good at cherry picking who they direct to go to bat for them on ratings sites. If the industry thinks the onslaught of agent ranking sites is going to help them solve this problem, it is gravely mistaken

We Need A Canary In This Coal Mine

We see this all the time at RealSatisfied. Two agents have the exact same customer satisfaction rating. The assumption you might make from looking at the ratings is that they are both great agents. Perhaps. If that was all we had to help us understand, we’d be no different that the agent ranking sites. The difference we have is this; we expose what we like to call “canary in the coal mine” data points that, like the gases canaries detected in new coal mine seams, are invisible to anyone but the brokers who use our system.

I’ve written about this before. Absence of feedback is not a sign of satisfaction. “The absence of feedback is not a sign of satisfaction,” wrote Vala Afshar, Chief Digital Evangelist at Salesforce. “Indifference is awfully quiet and the true enemy.” It is an invisible gas that requires other information to uncover. Like response rates and send rates.

One of the most interesting pictures that can be painted by the data we collect for our clients, if they’re using RealSatisfied correctly, is the picture of indifference. Customer satisfaction ratings are not built by the indifferent. They are built on the backs of those who care enough to take the time respond. This is just one of the reasons why it’s possible for two real estate agents to display matching customer satisfaction scores, and have two completely different levels of true customer satisfaction.

I’ve used this example before, I’ll use it again: Agent A closes 10 deals and sends a RealSatisfied customer satisfaction survey to 10 clients and 7 clients respond to the survey. Agent B closes 10 deals and sends a survey to all 10 clients and 3 clients respond to the survey. Both agents informed their respective clients that a survey would be sent at the close of the transaction. Both agents work for the same real estate brand in the same office. Both agents receive a customer satisfaction rating of 97% – Agent A based on 7 responses, Agent B based on 3 responses.Which agent has happier, more engaged customers? I’d argue Agent A by a wide margin.

There are other data sources to be used as well, like “consistent sending.” Let’s use a similar example, and please notice the nuance: Agent A closes 10 deals and sends a RealSatisfied customer satisfaction survey to 10 clients and 7 clients respond to the survey. Agent B closes 10 deals and sends a survey to ONLY  3 clients and all 3 clients respond to the survey. Both agents informed their respective clients that a survey would be sent at the close of the transaction. Both agents work for the same real estate brand in the same office. Both agents receive a customer satisfaction rating of 97% – Agent A sent surveys to all 10 clients, Agent B sent surveys to only 3 clients, refusing to send surveys to 70% of the people they worked with.Which agent is more confident about the service they deliver to their clients? I’d argue Agent A, without question. Which agent is more likely marginal. I’d argue it is Agent B.

Using Customer Satisfaction Surveys As Your Canary

We see a wide variety of behaviors around the sending of customer satisfaction surveys in our ecosystem. Some offices clearly do a better job of training agents on how to communicate with clients about the importance of feedback than others do. Those differences have a major impact on response rates, and they have a major impact on send consistency as well.

In an environment where surveys are sent for every completed transaction and where agents are consistent in informing clients that a survey will be sent by a neutral third-party at the close of the transaction, wide variances in response rates can certainly be a signal of indifference, and agents who consistently opt out of sending surveys to their clients create a different signal. Brokers who are paying attention have the opportunity to help agents uncover what might be causing those differences, and helping them fix those problems could be a key to unlocking increased referrals and improved performance.

If “marginal agents” are indeed the number one danger facing agents, then brokers are the key to solving the problem. The kind of  data required is not visible to the public in our system, so change will only occur if brokers and agents take advantage of this information to assess the danger in their own environment, and create the right environment to eliminate the danger.

Creating The Right Environment

None of what I’m talking about is possible unless the right conditions are present. The following must be in place before anything can be inferred from any comparative data.

  • Brokers must provide agents with proper training and tools. Agents need to be equipped to properly inform clients about how their performance is being measured and why their feedback is valuable. Tools can include printed pieces included in listing presentations and at closing and “scripts” agents can use to ensure clients are aware of coming surveys. We have created some templates to act as a guide: North America: Download The Full Package  Australia: Download The Full Package 
  • All closed transactions need to be surveyed. Suffice it to say, in an environment where some agents survey all clients and other agents cherry pick who receives surveys, nothing can be inferred from response rates. The indifference in that situations sits with the agent, not the client. That’s a whole different issue.
  • Response rates should be closely monitored. Client response rates need to be seen as a leading indicator of customer satisfaction health and brand strength. Happy clients are willing to provide detailed feedback. Top performing agents in our system have significantly higher than average response rates. We see it time and time again.

We have the solution to A1 of the D.A.N.G.E.R. report… and we’re ready to help.



What Can 1 Year Of Customer Feedback Do For Your Real Estate Business? A Lot.

Lyons Realty and RealSatisfied

When Broker Chris Lyons of Lyons Realty came home after a busy week at the BoomTown UNITE Conference in 2014 — the ONLY conference he attended in 2014 — he wanted to try something new. The emcee for the week of BoomTown Unite was Jeff Turner, President of RealSatisfied, who had briefly mentioned our customer satisfaction platform from stage.

As a busy, goal oriented, independent broker, he knew he was getting ready to plan for 2015 – and he wanted his 2 offices and 42 agents to focus on their performance, understand where their leads were coming from – and like any business owner, he wanted happy and returning clients. RealSatisfied provided a hub to start managing it all.   

The Best Real Estate TV Promotion That Ever Died

Chris Lyons2015 was going to start of with a BANG. Lyons Real Estate put together one of their biggest TV promotions with a huge listing rebate. The goal: pull in a big number of new sellers, be flexible on commission. The problem was, it fell flat. Not because of lack of promotion, it was everywhere. The answer why wouldn’t come for a bit,  but in the wake of a large number of customer survey responses, Chris noticed a piece of data that he had not realized was being collected – Factors Of Influence.   

“My REAL a-ha moment came when I looked at the Factors of Influence and why clients chose us,” Chris said, “Understanding the ‘Needs and Wants’ of our customers came in at CRITICAL, #1 – while our commission came in at the bottom of the nine influence factors measured… LAST PLACE. I would have never known if we hadn’t collected feedback in this systematic way.”  

When Chris looked through the results, what he saw gave him the answer to why their big TV promotion may have died. Broker commission, according to his own clients, not a national survey, was the least important factor when choosing Lyons Realty. His ad campaign was targeting an aspect of their service that his clients were saying had little to no impact on their choosing Lyons. This was business intelligence he had never had before. And it was powerful.

Agents That Are “Killin It” And How They Are Doing It

It wasn’t just his imagination. It wasn’t a few great client testimonials. It wasn’t marketing spin. His agents were killing it. Client satisfaction and agent performance scores were coming in at or above national benchmarks. If there was one word to describe it – it was validating. Lyons Realty was on target in their hiring, training and coaching of agents to have the highest percentage of most likely to “refer and recommend.”

Trusting The Data, Not Your Gut – And Bringing It To Your Team

One year into collecting detailed customer feedback, with the accumulation of business intelligence data, the rave reviews and heightened numbers of recommendations, Chris Lyons has new clarity surrounding what works, how it works, and WHO it works for.

“I bring the data from our results to our team meetings every other month. Knowing where our business is coming from, and that our local knowledge is what gives us the competitive advantage keeps us on track. And you know what? ” Chris added, “ The feedback is spot on.”

Strat Planning 2016: Don’t Collect Stars, Collect Business Intelligence

As Chris Lyons moves into 2016 strategy planning, like so many other brokers across the country, there are many competitive advantages he will have this year: A year’s worth of insightful data, validated agent performance, and smart business intelligence that illustrates what Lyons does so well, where they want to improve, and how they are going to get there as a team – not just gold stars.

Fortunately, they have lots of those too. :)


Supercharge Your Next Open House with RealSatisfied and Spacio Pro


Cookies. Balloons. A perfectly staged listing. We know the road to building a superior customer experience begins the second your prospects meet you – and your Open House could be that moment.  That’s why we’ve teamed up with the iPad app Spacio Pro to empower your paperless Open House to show what previous clients think about you as your potential clients are viewing your open house. 

Make the first impression even better:

  • Integrate your ratings and testimonials into a customized sign up form on your iPad and the Spacio Pro app
  • Capture and convert your visitors by sharing your successes with past clients

You can sign up for your FREE Spacio Pro account with one click:
Your RealSatisfied Vanity Key will be inserted for you!

(Already have a Spacio Pro account? You’re covered too. Just enter your RealSatisfied Vanity Key in your Spacio Pro profile settings and you’ll be on your way!)

Now that you have your paperless Open House all decked out with your testimonials we’ve added some additional reminders for making your Open House a success. In addition to bringing your paperless sign in with Spacio Pro, and your RealSatisfied testimonials, you should also consider bringing:

  • Listing Data
  • School Reports
  • Home Feature Sheet
  • Neighborhood Info Sheet
  • Costs Sheet
  • App Recommendations
  • Buyer/Seller Packages

Greet your prospects at the door with your iPad. And…

  • Know the Inventory
  • Ask Questions
  • Features/Benefits
  • Obtain Feedback
  • Turn All Lights Off
  • Lock Up

If you would like more info on Spacio Pro,the latest open house lead capture solution on the market available on iPad and web, here are some helpful links:

– You can login from the web here:
– For more information:


The Power of Customer Centric Business Intelligence for Real Estate Leaders

Nelson Goulart- RealSatisfied

When the discussion of tactics over strategy for a successful brokerage is happening – “must have technology” is what usually makes the cut in most strategic conversations with agents.

But what Broker Nelson Goulart from Better Homes And Gardens Signature Service in Mississauga, Ontario, Canada excels at is having a customer experience centric strategy – one that stems from the satisfied customers he and his agents have worked with. Never a perfect science, customer experience management and the business intelligence he gleans from it has turned up even more meaningful surprises – especially after recently launching a customer satisfaction platform for all of it’s agents. He initiated the process after having seen the success of the program with Better Homes and Garden Real Estate® offices in the United States. What he quickly learned is that the detailed surveys revealed far more than he ever expected.

Agent empowerment through customer service and satisfaction measurement and validation

When he started looking at the feedback from their clients a couple things popped out right away. “Having a survey/review process in place ensures two major benefits,” Nelson notes.  “The first benefit, from an agent perspective, is that it provides a real validation of the service provided, setting them apart from all the ‘supposed’ number 1’s in the marketplace.”

In watching the roll-out in the United States, Nelson had become keenly aware of the testimonials collected and customer satisfaction numbers calculated as a by product of the detailed surveys, powered by RealSatisfied, but it wasn’t until his own data began streaming in that he realized the business intelligence benefit.

“We have been able to get to information that we’ve had to guess at in the past,” He says. “For example, we had no simple way to gather data on ‘factors of influence’ in choosing a broker and agent. These surveys give us this data and they make sharing it easy.”

Broker Business Intelligence: Getting a leg up by focusing on “Factors of Influence” from clients – not disconnected tactics from conference stages

It is this additional business intelligence data collected by the detailed customer satisfaction surveys that gives Nelson and his team a leg up over brokers focusing solely on the marketing aspects of ratings and reviews. Nelson continued, “The second benefit, from a broker perspective, it that it provides a complete breakdown on where the business is coming from, allowing the broker to customize specific training for their agents to maximize where their marketing dollars are being spent, and at the same time, monitoring the service level provided by their agents.”

And this is where Nelson plans to focus his efforts – on making sure his agents are focusing on the right tools and marketing practices, not jumping at every new trick being talked about on conference stages. “It’s my job to help my agents understand what they should and should not be focusing their attention on,” he says. “It’s too easy to get caught up in the hype floating around the internet and at conferences. It is eye opening, and empowering, when you have the evidence to speak confidently to ideas that may be contrary to that hype.”

What Nelson has come to realize through the collection of his agent’s customer experience feedback is that there is so much more to this process than the focus on agent ratings and reviews can reveal. “Today’s consumers live in the age of Yelp, Google Reviews, Trip Advisor and other online review systems. Consumers can now rate, comment and critique everything in their buying or selling experience from hotels to restaurants to cars and now, finally, their real estate agents,” Nelson states.  “But what are agents and brokers really learning from that process? Not enough.”

Ratings and reviews attract customer’s eyeballs – but it’s the detailed, validated feedback from clients that matters most in business leadership

The focus of ratings and review sites is necessarily skewed toward the marketing benefits. The goal is to attract consumer eyeballs. Nelson understands the value of that, but feels it’s simply not enough. He knows that knowledge is power and the more insight he has, the better he can run his business. “With RealSatisfied , I get the best of both worlds – a validated customer satisfaction ratings and clients testimonials we can use publicly, and detailed feedback that helps us make better decisions when helping our agents succeed.

“In this business we must seek to understand customer’s needs, wants and most importantly gather feedback,” Nelson confidently states. “After all, a smile and a thank you doesn’t mean a client will refer you, or use your services again.”