Many agents complain that they don’t receive usable feedback (i.e., why their customer chose another house instead, things wrong with the house, what their customer specifically liked) on their listings. If an agent doesn’t provide feedback, why not? Also, what is your most preferred way to send/receive feedback?
“E-mail feedback preformatted is the best method I have seen. Agents talk about this on a regular basis. E-mail seems to work better than faxes or calls.”
-Sheron D. Willson, Prudential Network Realty
“I think it is important to provide feedback to agents and I prefer e-mail. Sometimes it is difficult to prioritize the phone messages and that can cause delays.”
-Rebecca Callahan, Daily Real Estate
“What I believe would be a great system is if we had easy accessibility to all the agent’s e-mail addresses so that we could communicate via e-mail. I also prefer the agents to be completely honest with their feedback so that I can share it with the seller. As we all know, sometimes the seller needs to hear it from other Realtors and not only the listing agent. By communicating with e-mail, we can then forward the honest feedback to the seller. If anything, this would give a good reality check to the seller and help all of us by marketing our listings to sell! I also feel it is very important that feedback is requested within two days of showing a property. There is no way we can remember a particular house after showing it over a period of two to three days.”
-Debby Duenow, Watson Realty
“Some properties pretty much speak for themselves if they are in horrible shape, but I always provide feedback anyway. I think giving feed back is important and even though we are different companies, we should still help each other out. Wouldn’t you want someone to give feedback on your listing? I prefer to give feedback through e-mail.”
-Melanie John, Century 21 Atkins Realty, Inc.
“Feedback is the most difficult part of our job. Sometimes, I think when we show a home and there are ‘obvious’ reasons that a buyer would not want to purchase it, we assume that the listing agent knows that. Of course we all know that as listing agents we need that feedback to reinforce what we have most likely already explained to the seller(s). Honestly, sometimes we show so many homes in the course of a day that we forget what they look like and where they are. My preferred (and most successful) way to obtaining feedback is via e-mail. I reference the address, neighborhood, price and something in the body of the e-mail that may jog someone’s memory. I send them the day after a showing since I want to give them time to show the home and discuss with the buyer(s). Failure to give feedback is a real problem in our industry and we all need to work very diligently to make sure that we return those feedback calls/e-mails. Having a home on the market and not providing the feedback to our sellers is one of the worst things we can do because their anxiety level is already great and we do not need additional reinforcements of negative behaviors of our profession. And, believe me I know I am preaching to the choir!
-Judy Hicks, Re/Max Coastal Real Estate
“I agree. Sellers want feed back, but it is so hard to get agents to call and give good feed back. I usually call the agent within 24 hours of the showing. I have not had good luck with the printed request and would love to have a good plan.”
-Jean Hable, Century 21 Ferreira & Son
“My answer is this regarding feedback on showings: More than 50 percent of the agents call you for feedback more than a week later. Meanwhile, you’ve shown 50 houses since then! Others call you on the phone five minutes after you’ve shown their property. You are still with your buyers and you may not be able to discuss it at that time. To me, the least intrusive way for feedback is via e-mail or fax. This way, when it’s convenient and fresh in your mind, you can take the time to really give useful information. So many times an agent uses your cell phone for feedback and it’s most times you’re in the middle of doing something and your main objective is to get off the call as quickly as possible!”
-Carol C. Tunis, Premier Properties Realty Group, Inc.
“The biggest problem for getting feedback is the methods used. The generic questionnaire that is faxed to your office usually ends up in the trash, and yes I am guilty. The problem is we are all very busy and if we’ve been showing property to clients, sometimes many homes in one day, then we get a faxed feedback sheet, hours or sometimes days later. We cannot always recall what the clients’ opinions were on that specific property. I personally work from home 90 percent of the time, and many times I don’t see these forms for a week or more. I personally use a program called homefeedback.com, it cost about $10 a month. Every time I receive a listing, I log that home into the system with a picture and all information. Every time I have a showing, I log the agent’s name, company and e-mail into the system. Then the agent gets sent an e-mail asking for feedback from questions I selected and even customized. The feedback sheet has a picture and description of the property. They get sent the e-mail automatically three times with an incentive. I’ve added that they’ll be qualified for a drawing for a gift certificate to the store or restaurant that I’ve chosen, if they respond within 24 hours. When they respond I receive an e-mail and send it to my client. It works. I have a 99 percent respond rate and my clients can log in anytime and review the responses on the showings. I wish all agents would use this program.”
-Chaundra Berghoefer, Realty Executives Amelia Island
“Although using e-mail, phone and fax will result in getting feedback, I have found that using feedback cards in the home is the best method. It lets the seller know first hand what the buyer thought and it reduces the amount of follow up on my end in obtaining feedback. It’s a win-win!”
-Phyllis Staines, Re/Max Coastal Real Estate
“My preferred method for feedback is e-mail. Norville Realty automatically e-mails everyone who shows our listings for feedback. I got one that said ‘My customer chose another property’. Hello? Great for the customer and agent, but tells me nothing about why the customer didn’t choose mine. I personally try to respond with direct information about was good, not good, etc.”
-Toy Scott, Norville Realty Inc
“I am a telephone person and find that I learn the most and get to ask more questions if I telephone the person who showed my listing and the same is true vice-versa. Call soon, however, so it’s fresh in everyone’s mind. People just don’t take the time to fill out those questionnaires. I have liked the e-mail program some agents have.”
-Murrell Weissinger, Watson Realty, St. Augustine Beach
“I think most do not provide feedback because it is not part of their routine, or a requirement of their broker, however we would all benefit if this practice became more common. Most convenient form of communication would be e-mail.”
-Kim Costner, Lifestyles Realtors
“I prefer a phone call, but to my office number, not my cell phone. Often I’ll need to look at some notes to recall which house we’re talking about, and I can do that at the office. Filling out a form doesn’t usually work for feedback, so if I respond to an e-mail, I generally just write a note, which is easy too.”
-Clare Berry, Berry & Co. Real Estate
“First choice is a phone call and second choice is e-mail.”
-Billie Motz, Century 21 A1A Realty
“In response the question about customer feedback, I’d like to say that for me the most reliable and effective way of getting feedback is to call the agent personally. I know that time is always at a premium for all folks involved in real estate but a few minutes to give constructive feedback can help a house sell. Just as I like to call and speak to the showing agent, I do not mind when the listing agent calls me. It only takes a moment of our time and is a professional courtesy.”
-Dot Frenette, Watson Realty Corp
“Many times the buyers don’t give the agent specific likes and dislikes. So the buyer’s agent has to read between the lines and give their own opinion. And I think most agents don’t want to give the ‘bad news’ about a listing. They’re afraid to offend the listing agent and the seller. I like to talk with the showing agents. Phone messages and e-mails are ok. I find the e-mail questionnaires don’t really get complete feedback.”
-Paul Gruenther, Vanguard GMAC, Neptune Beach
“As professionals, I feel it is our duty to supply good feedback to the sellers, which helps both buyers and sellers. Especially, in this market where it is hard to say why things are not selling. I always make the effort to give good feedback and I always hope agents will reciprocate. I appreciate it anyway it comes, e-mail or voice-mail. I don’t mind doing either. I feel it is our part of what makes a good and reliable agent. I think we should always try to take the time to do this and give good and helpful feedback, such as floor plan didn’t work, house is messy, neighborhood didn’t work, lot didn’t work, etc. so that we can give good feedback to our sellers.”
-Connie Mabry, Coldwell Banker Walter Williams Realty, Inc.
“I would like to see technology utilized more in obtaining and giving feedback. With most agents rarely being in the office, it could be days before they receive a faxed showing feedback request form. By then they will probably not remember the buyer’s impression of the property.
Perhaps the local Multiple Listing Service could design a feedback forum linked to a property, Since the MLS works with Palm Pilot software, an agent could record showing feedback during the showing to be synced and e-mailed to the listing agent or left in a ‘listing mailbox’ for the agent. With Blackberries and mobile phones having Internet and e-mail, the agents should be giving feedback timely and accurately before leaving the property. Once they leave the property, we all know the reality of getting feedback is very slim. However, it is still in the agent’s hands to have and use the technology. There will never be a full proof system when human nature is involved.”
-Tanya Watson, Sellstate Performance Realty
“I always try to give pertinent feedback because I realize it is important for the Realtor to share the buyer’s and showing Realtor’s thoughts about the house. It is very difficult to remember every house that is shown when you are showing more than a couple of houses to a customer per day. I try to write comments on each listing sheet after we see the house but sometimes that just doesn’t happen either. I prefer to respond to feedback e-mails; that can be done in the wee hours of the morning and not take my time during the work day.”
-Sandy Holdren, Realty Executives of Jacksonville
“I find that the most successful agents, the busiest agents, are the ones that provide feedback and good information. Maybe that’s because they recognize the value to the customer and that is a direct reflection on how they run their business. My preferred way to send and receive is definitely e-mail! It is both in writing and easy to do on my time.”
-Susan Lamolinara, Watson Realty Corp.
“I was a full-time Realtor for seven years. I would either fax a preview feedback form to the agent, or attach to an e-mail. If no response (which I think is just pure laziness), I would have my assistant follow up with a phone call. I would then relay the info to my sellers on a weekly basis!”
-Christine Williams , BB&T
“I prefer to give and receive feedback via the e-mail process. I can forward the information to the seller. I can answer the e-mails at night, early mornings and not tie up some phone time during a regular day. I do not like the ‘form’ feedback where the answers are programmed. A few worthwhile comments are more effective.”
-Janie Boyd, Norville Realty, Inc.
“If an agent does not provide feedback when we have faxed them a form to complete, I just call them direct. The best way to get a response is to fax the form back, however many agents are so busy they don’t fax back and that is why I call them or e-mail them.”
-Josie Deal, Coldwell Banker Jasinsky and Associates.
“I would prefer to have the agents ask for feedback via e-mail and have the Mulitple Listing Service link attached showing which home they are referring to. I do not usually have my files with me when the agent calls for feedback. If they followed this protocol I would be able to give them accurate information in a timely matter.”
-Kimm Schumacher, Prudential Network Realty
“If you show 15 or more houses in one day, it is time consuming to have to report to so many. It is almost impossible to do it. Sorry, but e-mail is probably the easiest way to answer.”
-Mary Whittle, Re/Max Specialists
“As a listing agent, I am very lucky to have the support of all the Prudential offices and agents. We are open every day and have an incredible tracking program for all showings of our listings. I get a copy of each appointment with the name and phone number of the listing agent. This makes my job easy to obtain the feedback. Personally, as an auditory learner, I feel it is my responsibility to the seller to ring each showing agent to get verbal feedback. I find that many agents will say on the phone what they may not write on a fax. If the house smells of tobacco or pets, the house is poorly remodeled, or has a chopped up floor plan, agents may not want to document these reasons that may seemingly hurt the feelings of the seller. Of course, I also get responses that are pretty well cut and dry, such as too near the highway, too few bedrooms or simply not what the buyer wanted. However my phone call for feedback gives me the opportunity to find much information from the buyer’s agent that is beneficial to the seller and to the brokerage.”
-Maria Taylor, Prudential Network Realty
“Please don’t call me on my cell phone for feedback. Leave a message on my cell phone and I will probably not give you feedback. Send me a fax, and I will fill it out and fax it back as soon as I get it out of my box. Fax requests get almost 100 percent return from me. Messages left on my voice mail at the office have a 60 percent chance of getting a response. I always send a fax to request feedback. It is great when an agent adds comments that reinforce what we have already tried to explain to the seller such as: home stinks, difficult floor plan, overpriced, needs too much updating at the current price, etc.”
-Dee Bumbarger, Buck & Buck, Inc.,
“Without a doubt, www.homefeedback.com, is the best form of feedback for the customer as well as the agent! It provides pictures, Multiple Listing Service number and a description of the property.”
- Mary Anne Eldreth, Coldwell Banker Walter Williams Realty, Inc.
“It is very important to give and get feedback to help each other and help our customers understand why their house did not sell. It is a very useful tool for the listing agent. The best way is to call me back that afternoon while I can still remember the seven or 12 homes I just showed. In the evenings, I don’t get home until 8 or 9 p.m., so I will not give feedback then. My next option would be to e-mail the feedback in the next two days, simply because I am too tired to get into the computer and the next morning I would have to be out early. The fax to my office does not work, but that is good for me because I would not see that fax until the next three days when the memory of that home is dissipating, or already had totally dissipated, because I am showing other homes now.”
-Maria Martin, Prudential Network Realty