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Archive for online reputation

shaking hands over computerTrend: Consumers are choosing agents differently. This is trend # 9 of 10 trends I’ve identified as very important for new agents to recognize. These trends are from my new 5th edition of Up and Running in 30 Days.

This month, I’m featuring excerpts from this book.

{Click here to see the updates in my fifth edition of Up and Running in 30 Days.}

Also: Check the end of this blog for your free ‘end of sale’ survey to capture and keep more loyal clients.

How Consumer Habits have Changed

Traditionally, consumers either stumbled upon an agent (e.g., going into an open house) or got a referral from a friend. Although thata��s still true, consumers have another powerful method to choose an agent: the Internet. Increasingly, consumers are looking at evaluations on Internet sites such as Zillow or LinkedIn to find out what other clients thought about that agent. Take a look yourself. Some of the evaluations are wonderful. Some are stunningly awful. And all are very public! There are even specific agent-rating sites such as www.realestateratingz.com and www.incredibleagents.com. Also, take a look at Zillow, which has agent ratings now. Bank of America and USAA are also getting into the game. You must work for long-term customer engagement and great ratings to sustain your real estate business. This will continue as a trend, and, I believe, change the way consumers choose and keep their agents!

* Big Idea: It costs six to nine times more to get a new client than to keep an existing client. Retention is king, and reputation is key.

{In the book, I’ve given positives and ‘watch fors’ to agents so they have great judgment on how to use these trends.}

  • Positives: It will be great for those competent, caring agents who really take care of their clients. It is easier now for potential clients to get feedback from third-party sources, clients just like them.
  • Watch out for: Doing a next kind of business, where you dona��t care what happens after the sale. The client has recourse now, of the most expensive kinda��a poor review!

Tip: Always use a a�?after salea�� survey to find out what your clients thought of your service. If youa��d like a sample survey form, click here.

Managers: Have you read your agents’ clients’ feedback online? Make it a regular habit!

Up and Running_5e largerAre You Using the Best Start-Up Plan for your New Agents?

Does your plan have the detailed, prioritized checklists needed to assure a great start? Does it have built-in inspiration and motivation? Does it have dozens of tips to control the attitude? If not, you need Up and Running in 30 Days. Just out in its 5th edition, it’s the most successful book for new real estate agents ever!

Click here to see the updates in my fifth edition of Up and Running in 30 Days.

 

Are you building your online reputation with purpose? A�In the last blog, we talked about how our reputation has gone online–and the dangers that accrue if we stay affiliated with those that don’t represent the best ‘us’. Now, here’s how to build that reputation the best way.

Survey, Survey, Survey

Does your company send surveys after the sale? Do you call all those who dona��t return the survey? (Theya��re not mad enough to dump on you, but theya��re probably not happy enough to eagerly complete the survey). Do you fix problems fast? If so, you are in the a�?vast minoritya�� of real estate companies.

Associations are Starting To Survey

One Realtor association, the Houston Association of Realtors, has decided to regularly survey consumers on behalf of their members. In just a short period of time, the Houston association has gotten a staggering 47% response rate! I think that means the consumer really, really, wants to tell us what he thinks of us.

Don’t have a survey? Click here to get my After Sale Survey.

Suggestion: Send it from the office. Or, ask an independent company to send it. You’ll get a much better return rate.

A�A�Rebuilding Trust: The Hidden Challenge

A�The hidden, and I think, biggest challenge in real estate today is rebuilding trust. For, without trust, you cana��t form rapport. You cana��t move the sale forward. You certainly cana��t get to a�?yesa��. You cana��t get good evaluations. So, evaluations and action on them need to become a huge part of our sales strategy. Not only do we need to let consumers know what others think of us, we need to make those testimonials available in hard copies, on our website, in our blogs, and in these new sales agent evaluation websites.

It was amazing to me, as I read the feedback from consumers, that the agent probably didna��t knowa��or carea��that those very negative testimonials were virtually a�?circling the globea��. Take charge of your reputation now by surveying, coaching your agents, and separating yourself from those agents who are not helping you build your invaluable reputation.