How Important is Showing Feedback and How Do You Get It?
I have found showing feedback to be essential and extremely helpful in the sale of my listings. Feedback provides insight into issues or factors that I might have overlooked or not considered important enough to affect pricing. Obtaining good feedback from showing agents takes some preparation and follow through though. Here’s what I do.
First, every listing has a “supra” lockbox. This lockbox electronically records every showing, and sends me an email when it is opened by an agent. The email has the day, time of showing and the contact information for the showing agent.
I then go into my MLS login where I have a standard letter that I send to the agent with a link to the listing. I greet the agent by name and thank them for showing the listing at “specified neighborhood” on “specified address”. I ask if there is anything about the price or condition that they can give me feedback on for this specific home. I think the personalized email is vastly more effective than the robotic auto-requests that so many agents set up. Some agents, including Steve, won’t take the time to complete a multi-question online feedback form sent by a robot, but they will respond to a personal email or phone call from the listing agent.
I ask, “did the buyer’s like it?”, “are they considering making an offer?” I also explain that the seller’s disclosure and survey is online attached to the MLS listing for their convenience. Also, to refresh their memory, I provide a link to the listing. After this I thank the agent for his or her hard work.
I truly understand how much hard work goes into showing houses and working with buyers. I also say that I would be happy to return the favor to them in the future. This is so important. We as agents are all working together to do the best job for our clients. It is so important to be courteous and thoughtful to all agents because you may (and probably will) be working with them again down the road
With this strategy, I have found 80% of the time, I get a response to the initial email. Sometimes it is a very short “they didn’t like the kitchen”. Other times it is very detailed and specific. I always thank the agent for taking the time to provide the feedback. If the agent does not respond to my feedback request email within a day, I will give them a call and talk to them on the phone. If they do not answer, I leave a message and suggest that they respond to my email if that is easier, or give me a call back.
Eventually I get responses from agents probably 95% of the time.
Sometimes feedback is helpful and I try to remedy the situation if it is something we can change or alter. Feedback like “there is a strange odor” is one that can be remedied. Sometimes others smell things that I don’t. “The house is too dark” is something else we can do something about, by putting in brighter bulbs or opening windows. “The price is too high” is feedback that we definitely take into consideration if a pattern emerges about that. I’ll do another CMA and try to make sure we have the home at the right price.
Other times, we cannot remedy the problem. “I don’t like the busy street” or “the floor plan just does not work for my clients”. These are all common feedback responses and after awhile, the only remedy is a lower price to offset a busy street or awkward floor plan.
I feel it is my job to interpret the feedback and figure out if there is anything we can do, other than lowering the price to overcome the objection. In this way, between buyers, sellers and the real estate community, we can achieve a “win-win” for everyone involved.