Not everything is black and white. In fact, when it comes to the matter of people’s opinions, or even their willingness to answer a question truthfully, there is a whole lot of gray. Recently, while conducting interviews it became apparent to me that the interviewee was providing “safe” answers…meaning they were answers that truly didn’t provide depth of purpose. For example, I would go through a list of necessary skills and ask the candidate if that attribute is a skill they possess. The interviewee would almost always immediately answer, “yes.” This provided no measurement of how much they knew about the skill in question but was an ambiguous admission of possessing the skill, disregarding whether they were actually a novice or an expert.
No doubt as a real estate professional you have been hit with the dreaded feedback statement “it’s nice” when you’ve shown a home at an open house. What are you supposed to do with that information when the home has been on the market for 6 weeks and the sellers refuse to make any changes because someone once said: “it’s nice?” There must be a better way to collect feedback that results in valuable data. How do you turn all this ambiguity into action?
In an effort to improve our hiring practices, I developed an experience scale from 1-10 (10 being the highest). This scale essentially forced candidates to consider more possibilities than just “yes” or “no” and provided the hiring manager a broader scope into their individual level of experience. Similarly, asking open house viewers to rate a home can prompt more questions that lead to much better feedback. For example, if a client who rates a home at a 7, the agent can then ask the client why they subtracted three points and use that feedback to better place the client or provide feedback to the seller. Conversely, in a more ideal scenario if a client scores a home at a 10, the agent will know the client is genuinely interested in the property and follow up appropriately.
Bottom Line? Don’t be afraid to explore the gray when it
comes to client feedback! It may lead you to your next sale!