Peter Testa, PETER TESTA (Nationwide Homes)

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Rainmaker
1,329,187
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Negative feedback is a great way to improve service. If DISH had known that they wouldn't have lost 350,000 customers they are now begging to come back. That's just one example.   I canceled all of my BOA accounts many years ago due to their profit centric ways.  

May 01, 2019 08:16 AM
Rainmaker
932,751
Thomas J. Nelson, Realtor, ePRO, CRS, RCS-D
Big Block Realty 858.232.8722 - La Jolla, CA
& Host of Postcards From Success Podcast

I do ask, in fact 3 questions:

  1. What do you like about my business?
  2. What should I stop doing/offering?
  3. What should I start doing/offering?
May 01, 2019 08:40 AM
Rainmaker
1,553,927
Mike Cooper, GRI
Cornerstone Business Group Inc - Winchester, VA
Your Neighborhood Real Estate Sales Pro

Peter, I haven't had any clients complain, but once a year, I ask my employees to come in and give me a review of my performance. 

May 01, 2019 08:00 AM
Rainmaker
1,219,187
Mary Yonkers
Alan Kells School of Real Estate/Howard Hanna Real Estate - Erie, PA
Erie/PA Real Estate Instructor

Thanks for the reminder and the comments, too.

The most interesting negative feedback was that my class on Real Estate Law scared her so she decided not to get her license.

May 01, 2019 10:11 AM
Rainmaker
1,080,152
Anthony Acosta - ALLATLANTACONDOS.COM
Harry Norman, REALTORS® - Atlanta, GA
Associate Broker

We always send a survey for clients to fill out after each transaction.

May 01, 2019 10:07 AM
Rainmaker
1,263,013
Raymond E. Camp
Howard Hanna Real Estate Services - Ontario, NY
Licensed Real Estate Salesperson Greater Rochester

As each day is a learning experience, I want to know what both sides of the coin are saying.

At least Koch listened, that is more than we can say of most politicians!

May 01, 2019 09:02 AM
Rainmaker
3,360,753
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

I can't recall that line of questioning but I think we are constantly learning while we carefully listen. What a missed opportunity for that BOA branch manager.  There is a lesson there for each of us.

May 01, 2019 08:28 AM
Rainmaker
1,620,686
Bob "RealMan" Timm
Ward County Notary Services - Minot, ND
Owner of Ward Co. Notary Services, retired Realtor

Peter Testa I always asked during all phases of the transaction but one really never knew until the entire process. The only negative feedback I had that I am aware of was a disgruntled girl I didn't hire as a secretary and a fellow who didn't do business with my company but one with a similar name. I could not get Google to remove those remarks either.

May 01, 2019 08:23 AM
Rainmaker
1,543,435
Lyn Sims
RE/MAX Suburban - Schaumburg, IL
Schaumburg IL Real Estate

Interesting .... if it was me I would dump any bank that took out the drive thru. Just doing that shows they have no concern for your time. Besides, it takes what seems like forever to do ANYTHING at a bank. Why is that?

I've honestly never asked point bank like the mayor did. 

May 01, 2019 09:45 AM
Rainmaker
4,488,333
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Peter,

I am always happy to hear comments, and go from there.  I don't think of them as negative, but an opportunity to improve.  A

May 01, 2019 08:53 AM
Rainmaker
5,035,873
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
Marketing Agent for The Todaro Team

I've never asked....and I'm sure the team members do not ask....the testimonials say it all!!!

May 01, 2019 08:41 AM
Rainmaker
5,423,671
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

I have not asked that question.

May 01, 2019 08:25 AM
Rainmaker
3,301,161
Wayne Martin
Wayne M Martin - Chicago, IL
Real Estate Broker - Retired

If I were to get a negative comment, I would look at it as an opportunity to improve my services even if I thought the comment was unwarranted.

May 01, 2019 08:16 AM
Rainmaker
469,924
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

My response to a person giving me constructive criticism is first to thank them for bringing it to my attention. Then letting them know I appreciate their opinion, their honesty and let them know I will definitely take their words into consideration. I will then "sleep on it". If it is sometging I can change about me I will seriously ,\make a concerted effort to improve.

May 01, 2019 12:09 PM
Rainmaker
377,060
Susie Kay
Ultima Real Estate - Plano, TX
North Dallas Specialist

I used to send a survey but now I ask for testimonial.  

May 01, 2019 11:28 AM
Rainmaker
767,336
Annette Lawrence , Palm Harbor, FL 727-420-4041
ReMax Realtec Group - Palm Harbor, FL
Making FLORIDA Real Estate EZ

Negative comments actually tell you nothing new.

You don't give away free cars for many reasons. Such a comment would tell you NOTHING.

However, one will get much more meaningful input by asking about the service rated a 7. "What would allow you to rate this a '10' in the future?"

Now, that is something an agent CAN act upon.  Most often it sounds like....

"Answer your phone!"

May 01, 2019 10:13 AM
Ambassador
2,224,286
Wanda Kubat-Nerdin - Wanda Can!
Prado Real Estate South - St. George, UT
So Utah Residential, Referral & Relocation REALTOR

I quit U.S. Bank because they held checks 5 days for verification and then only would give me a small amount of cash back. I now go to a customer oriented credit union where if I deposit $20K, I can get it right back in cash if I asked. 

Also, I want feedback on how I am performing. It helps me to do better, better Peter Testa. Great subject BTW! 

May 01, 2019 02:22 PM
Rainmaker
1,246,882
Ryan Huggins - Thousand Oaks, CA
https://HugginsHomes.com - Thousand Oaks, CA
Residential Real Estate and Investment Properties

I can't say that I've ever directly asked that, but there are no barriers to communicaiton, so if someone had something to say they could say it.

May 01, 2019 01:29 PM
Ambassador
4,265,295
Bob Crane
Woodland Management Service / Woodland Real Estate, Keller Williams Fox Cities - Stevens Point, WI
Forestland Experts! 715-204-9671

No point in asking if you are not prepared to sit down and discuss their concerns, I alway strive to have those conversations when needed.

May 01, 2019 12:50 PM
Rainmaker
776,375
Doug Dawes
Keller Williams Realty - Topsfield, MA - Georgetown, MA
Your Personal Realtor®

I do ask and if there is some expectation  that is not being met I adjust, as long as it's reasonable and legal

May 02, 2019 05:59 AM
Rainmaker
3,021,014
Scott Godzyk
Godzyk Real Estate Services - Manchester, NH
One of the Manchester NH's area Leading Agents

That is my question for them too, why did they close the drive through. I have only found one branch in all of NH that has one left

May 02, 2019 05:40 AM
Rainmaker
2,799,751
Kathleen Daniels
KD Realty - 408.972.1822 - San Jose, CA
San Jose Homes for Sale-Probate & Trust Specialist

I do not ask it worded that way.  I have my own approach to inviting clients to provide feedback throughout the process. In the end, I ask about their experience and what they feel I could have done differently to make their experience better. 

May 01, 2019 08:49 PM
Rainmaker
2,464,109
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

Never....maturity, experience & know has answered this. Savvy shouts it out

May 01, 2019 01:01 PM
Rainmaker
3,130,683
Nina Hollander
Coldwell Banker Residential Brokerage - Charlotte, NC
Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor

I've yet to get negative feedback from a client, but once. And it was so out of line and so wrong I called my client on it and he actually apologized... he'd been having a bad week and I was an easy target that day.

As a "native" New Yorker who lived in the city when Koch was mayor, it matters not that he asked the question... the end performance was not great. But he got attention with the question.

May 01, 2019 10:45 AM
Ambassador
3,351,059
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

I actually ask for it too, Peter and say upfront - "I want the negative too - I will put your suggestions to use in my business to improve upon my customer service. The next time we work together, your negatives will have long-since been addressed!" 

May 02, 2019 07:34 PM
Rainmaker
689,491
John Juarez
The Medford Real Estate Team - Fremont, CA
ePRO, SRES, GRI, PMN

It is good to sample customer satisfaction. You have to know that some will be dissatisfied. You also have to know you can't keep everyone happy. You need to understand what you are doing, why you are doing it and do it to the highest level that you can. Make changes...improvements...as needed based on feedback. Explain reasonably why you cannot when you cannot.

May 02, 2019 02:10 PM
Rainmaker
3,202,442
Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Good question  we always need feedback.

 

May 05, 2019 09:59 AM
Rainmaker
557,510
Peter Testa
Nationwide Homes - Danbury, CT
PETER TESTA

Thanks for all your great answers!

May 20, 2019 03:38 PM
Rainmaker
4,104,687
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Every once in a while I ask, but when we are face to face, I think it would be tough for them to answer negatively if they felt that way.   I have thought about sending out a review by a 3rd party.

May 16, 2019 03:21 PM