There is great value in following up with borrowers and Realtors to find out how they felt about their experience with you and your company. Knowing what you have done right and getting the opportunity to fix what may have gone wrong is priceless.
Most people are willing to give feedback, what they find frustrating is being asked to answer 10, 15 or 20 questions, which is the norm for many company surveys. I'm going to share a simple method that will also improve the return rate of your surveys.
There are only two questions necessary to obtain quality feedback:
1. On a scale of 1-10, how would you rate the quality of our service on your recent mortgage experience? (Variation—On a scale of 1-10, how likely are you to recommend our mortgage services to your friends and family?)
2. If your answer was less than 10, what would it take to make it a 10?
After this last question you can add, "Feel free to offer any other suggestions, praise or comments." You may receive glowing testimonials that can be used in future marketing. If you are given less than glowing comments, take the time to follow up and apologize for any problems or miscommunications. Most people will easily forgive human error in the face of humility and a willingness to improve.
This simple survey can be delivered by email or snail mail depending on how you client prefers to be contacted. Make it a habit to send this out within a week of closing. The experience is still fresh in their minds and clients will be more likely to return the survey.
This concept of a two-question survey can also be used to fuel improvements in your office. Take the time to ask your staff:
1. On a scale of 1-10, how would you rate my work as a loan officer?
2. If less than 10, what would it take to make it a 10?
What a great thing to be open to suggestions and comments. You may find valuable insight that will help you improve and grow your business. This simple exercise also demonstrates your humility and willingness to listen to recommendations. Begin today to utilize these straightforward questions with clients and staff.
