The Real Estate Customer Knows Best

Posted by Joe Manausa on Wednesday, June 23rd, 2010 at 11:10am.

Real estate customers are far more enlightened and savvy about the real estate market today and these are the tools they demand.

The internet has changed so much in the way that businesses interact with their customers. Real estate customers have been empowered with so much information and great local resources that they have the ability to make a truly informed decision prior to buying or selling a home.

Before we had the Information Super Highway, the only time a business really got any feedback from a customer was when they  received incredibly poor service or when they were really [REALLY] happy with how they were treated. But with today's technology and communication tools, I have a great advantage in that I can reach out and ask my customers, friends, family, and interested readers into providing feedback that will help me improve the level of service that we provide to our real estate customers.

Joe Manausa Real Estate Real Estate Customers Feedback

Yesterday, I sent an email out to about 60 of my friends and customers to ask for some feedback on a new page on our site. The reason for the new page on our site was that a previous customer told me I needed to do a better job getting the word out that "we are really different in how we conduct a home selling business," or as he said it:

Joe, I have bought and sold homes many times over the past 30 years as my company has moved me around the Country. I have had positive experiences and negative experiences working with real estate agents, but for the most part, the service offerings that I received were the same each time. But working with your team was an entirely different experience.

The systems that you used to get my home sold (in the worst market that I have ever had to sell in) were like nothing I had ever seen. Looking at your web site, I now understand what you did to get our home sold, but I think other people won't get that same message without speaking with you directly. I think you need to create something on your web site that explains your uniqueness to your customers.... MD

Typical Real Estate Marketing Plan Vs. Progressive Marketing Plan.

Picture of a Typical real estate agent marketing planI created a simple slide show that shows what we did to sell a home prior to the internet. Many of my customers say that it accurately portrays their most recent experiences in selling their home.

If you would like to see it, it can be found by clicking on this link to the typical real estate marketing plan, or by clicking on the movie image on the right. That page will also take you to a brief overview of our Progressive Marketing Plan (though the page is still somewhat rough and needs more work).

Real Estate Customer Feedback Is Making Me Change

So out of the 60 or so emails that were sent out yesterday, I received feedback from nearly 40. The messages were mostly positive, but several were critical and had some fantastic insight that I would never have gained through my own observations (or those of my staff). I would like to thank everybody who contributed.

One consistent point was that most did not know of all the features and tools that we had available on our website. One friend wrote:

I was thinking that if I was in the market to buy a home it would be nice to set up a way to receive information on homes in my price range or type of home that I am looking for.

This one floored me, as it is a very popular request and it is something that we have provided for more than a year on our web site. Our Tallahassee MLS Property Search Tool is the best, fastest, map-based property search tool that features all the benefits that he mentioned, and it is free to use and requires no registration.

New "How To" Videos For Our Real Estate Customers

My staff and I met and reviewed the feedback yesterday and we are going to create a series of videos on how to use all of the free tools and resources available on our site. Most visitors are not aware of the many thousands of pages of information that we have so we feel like a "you are here arrow" is needed.

Look for these changes soon on the Tallahassee Real Estate Web Site, and remember, we want to be your real estate resource in North Florida (and everywhere else too!). Every blog that we write contains a comments section below because we greatly value your feedback. Your words do not fall on deaf ears, so please keep them coming!

Customer Feedback Image

Joe Manausa, MBA is a 26 year veteran of real estate brokerage in Tallahassee, Florida and has owned and managed his own company since 1992. He is a daily blogger with content that focuses on real estate analytics and providing his clients with a tactical advantage in today's challenging market.

Leave a Comment