Tips for Requesting Reviews
Requesting reviews from your clients may seem intrusive or overreaching, but it shouldn’t be. According to a 2016 BrightLocal study, 7 out of 10 customers would leave a review if they are asked. Helping your clients with the biggest transaction of their lives is no small feat, and most clients who were able to purchase their dream home with your help should be happy to talk about their experience with you. It’s important, however, to be strategic about when and how you make the ask. Here are some tips to help you obtain more reviews.
Timing is key
One of the worst times to contact a client for a review is right after closing – they’re busy moving, buying furniture, decorating and everything in between. They may be unresponsive to your calls, emails or texts, or even feel as though you’re hounding them. Solution: Ask for the review before closing.
When is the perfect moment? Once the title has cleared and everything is moving ahead with their documents and funding, your client is eagerly waiting to hear back from you or your processor. You still have their full attention – ask them then.
Discuss reviews with every client
It’s important to use your reviews as part of your customer service process. For example, when you meet with a new prospect, incorporate your reviews into the conversation. This works particularly well if they express any objections or hesitation in wanting to work with you. Tell them the story of one of your past clients who had a similar issue and point out the review they left for you on your Zillow Group profile.
From the application process all the way through to closing, include reviews in your conversations. This sets the expectation with your client that you will ask them for a review as well.
How to ask
A natural time to work your review request into a conversation is when you’re calling your client to check in or give them an update. Express your gratitude for their decision to entrust you with their loan, and convey how happy you’ve been to guide them through this process. Then, ask if they wouldn’t mind taking a few minutes to write a review about their experience. Follow up with a text message and email that includes your custom review link.
