MASTERMIND CALL: How to Generate More Reviews After Closing

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In this Mastermind Call excerpt, a client shares a recent "win" involving sending Starbucks gift cards after closing to increase the number of testimonials she receives. It's also important to use this feedback to discover what you're doing well and what challenges clients feel you need to address.

What we do is mail out our Raving Fan Survey after each closing with a $10 Starbucks card included. The form first congratulates them on the sale or purchase of their new home, then asks 3 questions:
  1. On a scale of 1-10, how likely are you to refer your friends and family to The Lars Group?
  2. Would you use our services again?
  3. Please tell us about your overall experience, and include your name and the agent's name.
We include a Starbuck's gift card in the mailing with a self-addressed stamped envelope so they can return it. When we used to tell them that if they return it they'd get a $10 Starbuck's gift card in the mail, our response rate was about 20%. After included the gift card in the initial mailing, we got up to around a 60% return rate.

Plenty of people respond with 10s, and we even get the occasional 1 or 0. My concern though is the segment in the middle, those who had maybe a 5 or 6 and never get back to us. I would encourage you to call, text, or email all the people who never get them back to you, and ask them to fill out the online version of the form. Generating this kind of feedback is a vital step to building up your client fan base.

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