Feedback from customers is often priceless. It can help you avoid making the same costly mistakes over and over again. It can also offer insight into profitable opportunities you may be overlooking. 

However, all too often companies fail to collect high-quality feedback they can actually use to implement change that positively influences the customer journey. In this day in age, when customers are more empowered than ever, having an effective customer feedback strategy in place is key.

If you’re looking for ways to walk the fine line of figuring out what your customers really want without feeling you’re constantly spamming them with survey requests, we can help. Check out our tips below to boost your customer feedback strategy with ease.

 

Tip 1: Set Up Live Chat Support 

The faster you can answer customers’ questions, the happier they will be. That’s why live chat has become a popular support tool for many companies. 

Chat isn’t only effective for giving great customer service. It can also be helpful for discreetly collecting customer feedback in real time and at a low cost. With a live chat function, you’ll quickly be able to assess and remedy issues before they become a major problem while also gaining insight into customers’ most common complaints.

 

Tip 2: Get Your Timing Right

Feedback at any time is great, but feedback immediately following a purchase is best. That way, the experience is still fresh on the customer’s mind, and they’re more likely to be willing to offer their opinion just after they’ve completed the purchase journey. The key here is to communicate to the customer that you’ll only take a minute of their time. Otherwise, they might feel the itch to move on with their day.

 

Tip 3: Offer Incentives

Let customers know you value their feedback by giving them something of value in return. One way to do this is to create a popup that appears right after a transaction to offer a discount on the next purchase in exchange for filling out a quick survey. 

Another option is to advertise to your social media followers that they can enter a raffle for a gift card or free product by completing a survey. Whatever incentive you choose to offer, the feedback you receive will be well worth the expense.

 

Tip 4: Keep It Simple

Do yourself and your customers a favor by making it easy for them to provide feedback. Surveys as a whole and the individual questions should be short and sweet.

With this approach, you only have the chance to ask a few questions, so you need to make sure they’re the right ones. Keep in mind that the quality of the answers you receive will reflect the quality of the questions you ask. For example, you’ll get a lot more information out of questions that allow for open-ended answers than simple yes-or-no responses. 

 

Tip 5: Use the Net Promoter Score

When it comes to keeping things simple, the Net Promoter Score (NPS) is the ultimate solution. With one simple question – “How likely are you to recommend this company to a friend?” – you gain valuable feedback that instantly shows what your customers think of their experience. 

Responses are scored from 0, not at all likely, to 10, very likely. Your NPS is then calculated as the average of all the responses. All businesses should consider taking advantage of this simple and effective measurement tool.

By implementing these five tips, you’ll be well on your way to building a customer feedback strategy that ensures you’re taking the right steps to meet your customers’ needs and can provide an experience they’ll rave about.

 

These days, savvy consumers are rarely willing to take a chance on a business they haven’t heard of or worked with before. Instead, they turn to trustworthy reviews to help them make some of the most important decisions about how they spend their time and money. 

If you operate a real estate business and aren’t leveraging this modern form of word-of-mouth marketing, you may be seriously missing out. This kind of feedback is essential not only for increasing your visibility and garnering credibility, but also for learning from your tenants and implementing critical changes based on their experiences.

Our Tips for Bolstering Your Online Reputation with Reviews

According to a 2019 survey from SurveyMonkey Audience, nearly three quarters of renters read between one and ten reviews prior to making a decision about a rental property. Most significantly, well over half of those respondents claimed they would pay more for a property that had higher rankings and reviews. 

With statistics like these, it’s clear both negative reviews and an absence of reviews in general can have an adverse effect on your real estate business’s ability to reach its full potential.

While you may know how important reviews are – after all, you probably use them yourself when making significant purchases – it’s understandable if you feel a little overwhelmed about collecting feedback from clients. The good news is that gaining insightful feedback from tenants and clients is easier than ever before. 

Take a look at our tips below to help you generate more online buzz for your real estate business and earn the trust of prospective tenants.

1. Listen to your clients and implement changes based on their feedback.

As it’s been shown, renters are willing to pay more for a better overall experience, you can gain more clients and increase revenue by improving that experience. Not sure where to start? Your best bet is to set up a channel for feedback so you know exactly which issues to prioritize. 

There are plenty of software options out there that enable businesses to gather up-to-the minute, actionable feedback from clients with a few simple clicks. Not only will the changes you make as a result help generate a more positive experience for prospective clients, but your actions will also instill trust in current tenants and make it more likely they’d be willing to leave a positive review.

2. Ensure your business is claimed on all reviewing platforms.

If you’re only checking on your Google reviews, you may be unaware of other reviews that have popped up for your property on platforms such as Zillow, Yelp, and Facebook reviews. This list isn’t exhaustive, of course. There’s also Apartments.com, Angie’s List, Yelp, and many more contenders that attract the attention of prospective tenants. 

Make the effort to claim your business on all of these platforms so you can better manage your online reputation. Fortunately, managing all these accounts doesn’t have to be a hassle. 

Utilizing innovative customer engagement software allows you to view and respond to reviews from a range of sites all in one place. This will make it easy to reap the rewards of having a widespread online presence.

3. Take the time to respond to all reviews, both positive and negative.

According to a recent survey, 97% of consumers who read reviews also read what businesses say in response to reviews. Whether the initial review is negative or positive, the way a business responds says a lot about their guiding philosophy and how they tend to treat their clients. 

This kind of communication can go a long way in building trust with prospective tenants, as it lets them know you take the time to maintain tenant relationships and value their feedback.

What you say in your response isn’t the only important factor to consider. The speed with which you respond to reviews can also make or break a relationship and even impact your overall review score. In certain situations, you may even be able to resolve the issue behind a negative review by acting quickly.

4. Request reviews from happy tenants.

It’s no secret unhappy customers are more likely to write a review than satisfied customers. To regain balance in your online reputation and ensure your review score reflects how the majority of your tenants actually feel, don’t hesitate to ask happy tenants to write about their experience online. Sometimes a gentle prompt is all it takes to let these individuals know how helpful their review could be for prospective renters.

To make this process as frictionless as possible, you can even automate your request. For example, you could have automatic invitations for reviews sent out via text each time a lease is signed or renewed. As long as you go the extra mile to make this process quick and easy for the tenant, you can have confidence they’ll be up for completing this small task.

We all know reviews are important, but few real estate businesses take the steps needed to collect tenant feedback and amass trustworthy online reviews. With these tips, you can build credibility for your business and generate some online buzz while simultaneously strengthening your relationship with renters.

He was losing it. He tried to turn away to hide it, but Paul caught a flash of building rage on his face.

“That was painful to watch,” he said through gritted teeth in an unnervingly level voice.

“You said it would be OK,” Paul started, reeling from the reaction, but he was cut off by the steadily rising volume of the other man.

“Just stop,” the irate man spat, “I have to walk away before I…” he trailed off as he stormed over to the chain link fence that separated his front yard from a drainage ditch.

Paul couldn’t imagine what the end of that sentence could possibly have been. Stunned, he stood silently for a moment and watched the man’s knuckles turn white as he gripped a fence post and stared into the distance. This one was certainly going to be a challenge.

This, quite surprisingly, was an actual customer service interaction. It was dramatic, it was unexpected, and it was even a bit frightening at points, but it was, at the end of the day, a fairly low-stakes customer service situation gone awry. Many customers surprise business owners with patience and kindness in the face of a problem, and they are often easily swayed into the promoter category if the problem is remedied correctly. A few customers, however, erupt at the slightest sign of turbulence during service and can seem too hostile or stubborn to salvage. While they may not seem worth all the pain and effort, when handled correctly, these individuals often tend to surprise business owners in quite a different way.

Paul was an eager twenty-something running business development for a portable storage and moving franchisee. In his territory’s infancy, there were only three or four team members, so everyone did everything from sales and marketing to truck driving and manual labor. The company’s wheelhouse was one to two bedroom apartments and small homes that could fit in just one of their containers. This particular customer caught them off guard by placing what was by far the largest order to date. He needed four containers-worth of storage packed and stored and then moved to a new home. Even with all hands on deck, it was a logistical nightmare. As backbreaking as it was, though, all the overwhelmed team could do was smile and put in a couple fifteen-hour days. They were very green and in desperate need of customers.

Servicing the order started out relatively smoothly. The third-party labor help showed up on time, and the pace was ahead of schedule. Paul had no prior experience driving trucks or hauling large cargo, but he was one of only two employees insured to make deliveries at the time. Delivering the second and third storage containers had fallen to him. Despite a week of practice with the rig, he still had some difficulty backing the 5,000lb trailer into the angled driveway.

“This grass here is firm, you can roll over it with the truck if that helps,” the owner shouted to him from his lawn.

“Are you sure?” Paul was skeptical. Property damage was always a big concern on these jobs.

“Go for it!” The man seemed pretty certain.

It was an 8”x5” patch. Another driver measured it eventually out of curiosity. An area the size of a large envelope was all it took to turn this seemingly agreeable homeowner into a seething wildcard. One of Paul’s tires had spun out in the lawn and brought the whole job crashing down around him. He was bewildered and at a loss, and it would turn out that the customer needed some time to calm himself. What Paul and his team did next, though, would rewrite the likely outcome of this upsetting scene.

As powerful as “I’m sorry” is, sometimes it does not get through the first time. Paul offered some free products and asked how he could make things right.

“You can’t, can you?” The customer seemed to have made up his mind, and eventually refused to even speak to Paul, shutting the garage door on him as he pleaded for a resolution. Paul was beside himself, but he knew he had to think of something. He informed a superior of the situation immediately, and they got to work on a solution.

The next day, Paul’s boss showed up to the customer’s house slightly earlier than the scheduled loading time. They figured Paul should hang back until the customer had time to regain his composure. His boss was armed not with another apology but with a grass fork, the correct strain of grass seed, chocolates for the customer’s wife, and a discount on delivery services. He was willing to get down in the dirt on his hands and knees to resolve the problem, and with this sign of contrition, the man started to realize that maybe he had overreacted. Just a little.

When Paul eventually rejoined the servicing efforts, he not only received several warm handshakes and compliments from the man who could barely stand to look at him the day before, but he was pleasantly surprised with gleaming 5-star reviews and testimonials online. The customer event went on to refer some new business to the company.

No matter how hopeless a customer service situation seems, there is always a chance for redemption. When an apology and the regular course of action do not do the trick, it might be time to get creative. The greatest detractor a business has ever seen may become its biggest advocate, even if its the man who cares too much about his lawn.