Values don’t matter if organization’s leadership doesn’t live by them.
The Starlight was a large, brick, outdoor amphitheater with columns covered in vines. It was so close to the zoo that, at dusk, you could hear monkeys laugh out loud through the thick humidity.
The Midland seemed to be 100 years old when I was a kid. It was gilded and ornate. A classic, dusty and musty-smelling downtown gem.
I still don’t like clowns, magic or show tunes.
They wrote 400 offers in Two Weeks.
If that sounds impossible, you’re going to want to hear this.
Chief Paper Killer, Chris Smith, will sit down for a chat with the superstar team that did it – Lisa Archer and Laurie Davis Monday, January 7th.
Lisa and Laurie will talk about how to drive volume and growth (and in turn, success) by using the smartest, most innovative and effective systems available. Join us for the session
Learn how TeamLudlow produces BIG results by leveraging systems like:
• MarketLeader to generate leads
• Happy Grasshopper to nurture leads
• Placester to build lead-friendly websites
• RealSatisfied to survey clients
• BoomTown to convert leads
• REALTOR.com to post listings
• dotloop to eliminate paperwork
Tune in from anywhere and let’s kick off 2013 by focusing on the consumer experience.
You’ll hear about the online tools Lisa and Laurie use, why they use the ones they do and the impact that using those tools has made on their business.
Perhaps scare tactics should be reserved for Halloween, however, in 2013 we will see the growing divisive nature of customer service & brand quality. Real Estate brokers and brands beware.
With empowered consumers searching for answers and online agent review sites full of polarizing data like homlight, there will be a greater divide between the haves and the have nots in the form of stars, smiles, likes, testimonials, recommendations or even linkedin’s new influence score.
Real Estate has relied on the the referral model for over 90% of its leads for decades. Now, more of those referrals are checking up on you online before pinging you.
So, what is at stake? If you are a single agent rookie – not much.
If you have helped build a brand a team or perhaps a company, you know it did not come easily.
”Customers will not hesitate to defect to competitors or go social with their complaints if your business does not deliver on its service promise“. -Anand Subramaniam
When companies fail to deliver on their service promise or fail to value a focus on customer service, they run on the edge of a cliff. They might not fall, but its a gamble. The greater risk is to have a landslide of brand erosion beneath their feet. When a landslide is imminent, there is no stopping it, evacuate the brand.
Only 1 out of 20 angry customers tell the offending company. Who do they tell? They attack your credibility from your sphere using social media.
This is not to say that everyone needs GoodLifeTeam* style 5 Star oriented service. For now, there is still room in the market for lousy mom and pop shops that frequently drop the ball. (& thus RealEstates lowly overall lack of trust title among professionals will remain secure).
The trick is to determine if your brands values align with caring for customers. If so – how do you make improvements to your reputation when you only see 5% of the angry or upset clients? That’s not statistically sufficient data to warrant change. Where is the data?
You value sales. You track sales data.
You value recruiting. You track recruiting data.
If you also value quality customer service and experience – you ought to track and measure these as well. If not, how will you know if you are delivering on your quality service promise?
Measure feedback on your brands reputation. With data, you are free to follow your vision and deliver quality service – both as a leader and as a brand.
*Full Disclosure: TheGoodLifeTeam is a RealSatisfied client.
Emerging trends in RealEstate that deserve our attention are often not very related. However today, there is a strong correlation between harvesting data and going green.
Green is in. Todays consumers desire green products and services. 20% will pay more for recycled products and opt to work with companies that are careful with resources and care about the earth. Green is a growing market segment. “25% of consumers will buy a green product,” says Kathy Crosett, ”if it makes them feel like they are contributing to saving the environment.” Realtors can appeal to those with an eco sense by selecting green products to work with. Consumers are voting for environmental sustainability – thus paperless is in.
NAR recognizes this trend and wants to help brokers understand and differentiate those products that help target the green movement. Of the hundreds of exhibitors at this weeks National Association of Realtors Convention, NAR granted 14 exhibitors the Green Designation. These companies do more to care for and help the environment. This list includes our friends at DotLoop who have done a fantastic job providing an easy to use system for real estate that reduces the need for paper.
We are very proud to announce that RealSatisfied’s paperless survey and reporting system has also been awarded the Green Designation. And we are proud to be a part of a growing movement to empower brokers with tools and information that help them improve their businesses.
Your business, your brokerage and your growth for next year are all on the table. The data you require to make informed decisions to improve is out there – data that helps you make decisions on what to change, what to keep and what to keep an eye on.
Your 2013 business plans and resolutions sit on the not so distant horizon.
Good data is an important ingredient to making informed business decisions. RealSatisfied collects customer feedback for brokers and brands in Real Estate, and gives you tools to view this data in ways that make decision making simpler. We want to help you manage your reputation and make better business decisions in 2013.
Here is our One Week Offer: Register this week and begin to measure your customer feedback free for the next two months. That’s November and December, Free.*
Resolve to measure customer feedback. Make reputation management and customer feedback your New Years Resolution now.
*New customers only, not valid with other offers – but you already knew that. Valid until 19:00 CST, November 8 2012
Announcing the RealSatisfied Widget for WordPress
Following the successful launch of our Agent Profile Pages at Inman Connect San Francisco in August, we are super excited to release our WordPress plugin – RealSatisfied Widget.
Available from today at WordPress.org, the plugin takes data from a RealSatisfied Agent Profile RSS feed and displays Testimonials and Ratings in a sidebar widget on your WordPress site.
From inside WordPress search for ‘RealSatisfied’ in the add new plugin page.
Lisa Archer and the team at LiveLoveCharlotte have integrated the feed that runs the Plugin on their Praise Page. It’s great way to publish and promote your Testimonials and Ratings on your own site and the best thing is it takes less than 2 mins to have it up and running – all you need is your vanity-key to add to the simple sidebar widget configuration.
RealSatisfied & WordPress, it doesn’t get simpler than that!
=== Read the Press Release ===
Do you know other agents that would benefit from using RealSatisfied ?
Lots of agents are ready to Get Real and will benefit from the cool RealSatisfied reports, testimonials and feedback just like you.
Since you are a front runner you should be the first to share RealSatisfied with your network. Tell others and we’ll credit your account with $9.95 for each of your referrals that opens a paid account.
Making a referral is simple, just Log in to your account, click the Admin tab and complete the details in the panel. We’ll send a personalised message from you right away. (you can see what the message looks like by sending one to yourself!)
To receive your credit your referrer code must be applied at sign-up by the new company. When you use the referral form or your unique company referral link, the code will be applied automatically.
Once there is referral activity for your company, a summary table will appear to show you the status of accounts referred including credits due and paid.
Remember – there is no limit to the number of referral credits you can earn, so start earning yours today – share RealSatisfied with your network.
Kansas City, MO. Leading Kansas City area real estate brokerage Reece and Nichols is among the first in the nation to launch a program to collect consumer feedback on transactions performed by their company and its REALTORS.
There is an emerging trend among service companies to measure customer satisfaction. Companies like Yelp have provided this type of service for restaurants and other industries. Reece and Nichols have chosen real estate industry specialist RealSatisfied to power their program.
“RealSatisfied is integrating with Reece and Nichols to help us better listen to our customers. Reece and Nichols is the #1 real estate company in Kansas City, and we want to continue to deliver a remarkable home buying and selling experience in the future,” said Linda Vaughan, President of Reece and Nichols. “The ability to measure our performance allows us to better refine our services, education and tools.”
The RealSatisfied API integration enables an automated survey process that is easy to use. “In our beta test office, the surveys performed very well with an exceptional response rate generating testimonials and useful feedback.” The feedback survey data is compiled and used to generate easy-to-use reports and trend analysis for agents, brokers, and management.
The partnership was announced Monday in Overland Park, Kansas at Reece and Nichols’ Spring Company-wide meeting.
About Reece and Nichols Realtors
Reece & Nichols Realtors is committed to creating and delivering a remarkable home buying and selling experience. Clients are offered a seamless transaction through its family of services that include Plaza Mortgage, Kansas City Title and Reece and Nichols Insurance. Reece & Nichols is a partner with HomeServices of America, the second largest real estate company in the United States and an Affiliate of Berkshire Hathaway. Reece Commercial, founded in 2009, is a subsidiary of Reece & Nichols. It provides sales and leasing services in the office, industrial, land and retail sectors.
RealSatisfied created the first easy-to-use customer feedback system for real estate brands. Agents, brokers and real estate companies can compare their performance versus an office and national benchmark at a glance. In-depth reports are generated in real time for managers to use in coaching and education. RealSatisfied launched in the US in January 2012 and was founded in Australia.
Contact Reece and Nichols: Patty Nizzi VP 913.266.5676 PNizzi@reeceandnichols.com
Contact RealSatisfied: Chris Drayer CMO 816.679.3787 Chris@RealSatisfied.com
Press Release written and posted originally by RETechnology
Reece and Nichols logo used with permission of Reece and Nichols
I want to hear from my most angry clients.
In fact I want them to yell, rant and swear at me. Just say it. Tell me what went wrong, tell me why you wont work with me again. Tell me where to go.
If they are deeply emotionally charged – I want to have them tell it to my face. Perhaps I really deserved it.
The problem is that less than 10% of your upset clients will ever tell you directly.
Instead, your name and your brand get pummeled and you lose repeat business and referrals. How can I respond and mitigate damage if I don’t know?
Things that don’t get measured, don’t get changed.
Join Chris Drayer Thursday April 12th in the RETSO Lab at 11:30 for “In Search of Negative Feedback”
“Your most unhappy customers are your greatest source of learning” – Bill Gates
The Geeky Girls are RealSatisfied…. and we love saying that! We have been using RealSatisfied to get feedback from our clients for several months now and we have been very pleased with the results.
Using RealSatisfied last month I received this awesome testimonial:
“Laurie Davis was a vital reason our move from Fayetteville to Pinehurst via Ocean Isle Beach was a smooth transition with very little stress. We were confident that she had our best interests always in mind and kept us up to date and fully informed on any and all situations promptly by computer. We are still amazed at her efficiency in expediting all the transactions without our having to run up and down the highway to close a sweetheart deal in purchasing our perfect home. We are so pleased to be here and credit Laurie Davis with our sense of well-being throughout the move. When there was a need for quick action she called immediately with necessary information and always kept us updated, She is a real asset to Keller-Williams.” —–Dick and Raye Hensdale
RealSatisfied has given us a way to simply and easily ask our clients if they think we did a great job. The surveys are well thought out and give clients the opportunity to respond without having to figure out what they need to talk about.
Here’s the bonus….The surveys are dynamic. As they complete a survey, RealSatisfied determines if they are upset or satisfied. They can choose to write a testimonial if satisfied, or ask for additional help if upset. This Feedback is important to growing our business.
— Matt Langan (@MattKLangan) April 3, 2012
How you ask for feedback is important. Often when you just ask a client directly for a testimonial they are not quite sure what to say, but after completing the survey they have had a reminder of all the things you did for them throughout the transaction. It’s much easier for them to put their experience into words.
We also love the “Lost Listing Presentation” survey. While none of us like to hear we didn’t do something as well as we could have, it is a great opportunity to learn and improve. Hopefully after a few times you won’t even have the need for this survey!
We’ve found RealSatisfied to be a useful tool in our real estate business and think you will too. Give it try – it’s free for brokers and agents for 30 days (and who doesn’t love free?).