Earlier in 2018 I shared the 100th positive written review from my family of clients. I post them on MattsMemos.com as a way for new clients to learn about our business and our track record of earning folks’ trust. These reviews are the single, most-important marketing tool I could ask for; thank you to each person who has taken time in the past to leave us a review.
Coincidentally, I also recently received two negative reviews from clients last year. It takes courage to constructively criticize someone’s life craft, and both clients provided their feedback with a good-nature intent to help our business improve. While difficult to admit, I now know I genuinely let these clients down and did not deliver the caliber of service they both deserved. Our business has already become better as I’ve implemented changes to avoid our follies from happening again, but truthfully I valued one of these poor reviews so much more than the other.
You see, one client gave me their feedback during a transaction and the other was given over two years after our work together had ended. The former allowed me to make adjustments, earn the client’s trust back, and show them that their input was valued and heard. The latter moved on to another real estate professional’s services, and I’m left wondering if I’ll ever get a second chance to prove our services and value again to that client.
While I know the best time to receive feedback is during a transaction, we’ve historically only asked for it AFTER a transaction. That is changing! Moving forward, we will send you a feedback survey half-way through the transaction as well as the customary one immediately afterwards. While I won’t turn a blind eye to praised reviews, I honestly have learned the most from the handful of negative reviews I’ve received over my 16-year career. Believe me, I hold onto all 6 of them (who’s counting!!??), but not in a bitter, scornful way. Rather, I hold them close as reminders to find ways to improve our services, to not take for granted the trust clients place in us, and ultimately to become a better person.
Thank you for your honesty in future reviews.