Listen to what people say
Posted by David Bennett Wed, 14 Jun 2006 17:07:00 GMT
Listen to what people say in every one-on-one situation.
Talk to your office staff and your personal assistants regularly. If they are on the front line, they may be hearing comments that will never be expressed to you.
When you are in social gatherings and in non-real estate situations (even in doctor’s offices waiting on your appointment) take advantage of the opportunity to strike up a conversation and find out about what people think about the real estate experience. In the guise of a friendly conversation, you can glean a lot of detail. The key is not to become defensive. Just ask and then listen.
Have a session in your office where you all share complaints – no matter how they come in: letters, email, in person. This may tend to give you a view of your customers when they are unhappy and dissatisfied. But you’re better off listening to them when they are complaining, than not listening at all.