Can you remember the last time that you surveyed your clients? Feedback is incredibly important in learning just how we are performing in the eyes of the consumer, especially now in the age of technology.
Usually when we mention the concept of sending a survey out to the clients, the property management team bristles fearful that they will be crucified either by the client or the boss depending on the results. To protect staff morale, it is crucial that the task of surveying is purely constructive to find out how the office is performing and areas that we can improve on.
Some areas which we can survey include:
- Prospective landlords – to find out why or why not we won or lost the listing. It may be any number of reasons including the team members involved or even price.
- Current landlords – this is a great opportunity to find out how they feel about their current service levels. It's also a great opportunity to find out if they have other properties that your office could potentially be managing.
- Current tenants – it has been said time and time again, many tenants are now also landlords. This is a great chance to find out how they are finding the service and if they have properties that your office could be managing.
- Prospective tenants – this one is a perfect opportunity to find out how your leasing teams are performing and gain an indication of any potential investors that are coming through the open homes.
If you would like some examples of surveys contact the team at Real+ and we have some great templates of questions that can be asked. One of the easiest ways to collate responses from clients is to use a site such as Survey Monkey, which will email out a link and collate the response for you.
One of the main points when going through the responses is to approach the team constructively with any criticism and treat it as a positive experience for the team with areas that may need improvement.