For the Broker: Instituting Company-Wide Service Improvement

Consider sharing the cost of customer-satisfaction surveys with your sales associates. At Ebby Halliday, REALTORS® in Dallas, the company’s share of the survey is pro-rated according to the salesperson’s commission split. If the commission split with a salesperson is 50/50, the salesperson pays for half of the survey costs. Here are some more tips for doing these effectively:

  • Keep survey results in front of sales force. If one or two associates consistently score high on customer service, ask them to talk about their techniques at sales meeting.
  • Analyze the results of all the company’s surveys and look for trends that might require companywide policy changes.
  • Recognize top-notch service with a companywide award program.
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