Post-transaction feedback letters
Sending a feedback letter after a closing lets your clients know that you care what they think – and what they tell you can be valuable to your career.
Use the following as-is or as a guideline for creating your own real estate feedback form. Send it out with a self-addressed, stamped envelope, so all the past client has to do is fill it out and drop it in the mail. Be sure to leave enough space between your questions for your clients to write an answer.
You CAN do this by email, but postal mail seems to add a bit of importance. And, including a self-addressed envelope with a pretty stamp also helps response rates.
Remember that your past clients can be your richest source of new business, so whatever you do, don’t lose touch with them.
The feedback letters are just the beginning. After that, put them on your list for newsletters; send them market updates; always include them when there’s a just listed or just sold in their neighborhood; and make a friendly phone call now and then, just to ask how they’re doing.
You should stay in touch monthly, or at least quarterly. One easy and light-hearted way to do that is with my “Holiday/event themed letters.” This is a set of 26 messages that you can set up in an autoresponder to keep you top of mind with those clients for two full years.
Dear (client name),
Thank you for allowing me to represent you in the recent (purchase or sale) of your home at (address). I enjoyed working with you and appreciate the trust you put in me.
Now I’m writing to ask you for a favor. As part of an ongoing effort to improve my service, I’d like to have your opinions about that transaction.
What you think is important to me, so would you please take a minute to answer these brief questions? I’ve enclosed a return envelope for your convenience.
- What did you especially like about my service?
- What did you dislike?
- Was there something more I could have done to please you?
- Would you recommend me to others? Why or why not?
- Do you have recommendations on how I might improve my service?
Thank you again for choosing me to assist with your transaction. Please do feel free to call any time I can be of assistance, and any time you have questions about real estate or just want to know what’s going on in the current market.
When you receive feedback, thank the sender!
Your thank you will let them know that their comments had value to you.
Use these examples as-is or as guidelines in creating your own forms:
Reply after positive feedback: (Be sure to include a return envelope and 3 or 4 business cards.)
Dear (client name),
Thank you for responding to my request for feedback. I appreciate your kind words and will do my utmost to continue providing my clients with the same level of service that pleased you.
I hope that when your family and friends mention the need for a real estate professional you’ll give them my name and one of the cards I’ve enclosed. I do promise to serve them well.
Now, because client recommendations are so valuable to my business, may I ask one more favor?
May I use your comments, along with your name, on my testimonials page? You can let me know by jotting a note here and using the return envelope, or by emailing me at (address).
Thank you again,
Reply after negative feedback:
Dear (client name),
Thank you for responding to my request for feedback. I’m sorry that there were aspects to your transaction that displeased you, and I appreciate you letting me know so that I can take corrective steps.
Comments such as yours are extremely valuable to me in my quest to provide the ultimate in customer service.
I will continue to be here any time you need me. Please feel free to call any time you have a question about real estate or about how the market is doing. I’m always glad to speak with you.
Please use these letters with my compliments – and when you need custom copy, call me at 208-448-1479 or write me at email@example.com
Please note: You are being given free use of letters which are Copyright Marte Cliff. You are NOT receiving resale rights.
For ready-to-go prospecting letters, visit my Prospecting letter page.
Wishing you boundless prosperity,
P.S. For more freebies and advice, visit Promote My Real Estate Career