Transparency, accountability, and feedback both change and positively alter behavior in sports, business and politics. The evidence is clear, empirical, and unambiguous.<\/p><\/blockquote>\n
Ratings and reviews when properly designed, delivered, and data aggregated (scientific methodology with research expertise) do create the kind of accountability, transparency, and feedback that influence and alter professional behavior creating both measurably higher quality and a more satisfying customer service experience.<\/p>\n
Spin a story, discredit the real estate industry.<\/h2>\nThe facts \u2013 Here are the measurable results that are specific to the real estate industry and related to how service quality assessment of every closed transaction can influence agent behavior, the quality of service they provide and make them better (data based upon more than 2,000,000 customer satisfaction assessment surveys):<\/p>\n
\u2022 54% more Very Satisfied customers with the overall service experience than the national average
\n\u2022 86% fewer Dissatisfied and Very Dissatisfied customers with the overall service experience than the national average
\n\u2022 400% greater likelihood of agent making a post-closing service follow up call than the National Average
\n\u2022 65% greater Satisfaction with quantity and quality of communication
\n\u2022 72% greater Satisfaction with attention to transaction details
\n\u2022 78% greater Satisfaction with negotiating assistance
\n\u2022 54% increase in sales of returning past customers
\n\u2022 56% increase in referral sales from satisfied past customers<\/p>\n
Star Wars<\/em> \u2013 the battle for five star ratings is bigger than the quest to win today\u2019s customer. Honest and accurate ratings and reviews are about TRUST and long-term customer relationships.<\/p>\nAdopting practices of misleading information, selected feedback, and manipulated data are a \u201cwin the battle lose the war\u201d strategy that also sacrifices the opportunity for ongoing improvement, real service excellence and true<\/em> five star results.<\/p>\n[clickToTweet tweet=”Presenting manipulated customer feedback as accurate & honest is likely a violation of the Code of Ethics” quote=”Presenting manipulated, selective, or cleansed customer feedback as accurate and honest is also likely a violation of the Code of Ethics.”]<\/p>\n
You have the power to do the right thing.<\/strong><\/p>\nThe 2015 independently commissioned D.A.N.G.E.R. Report identified agent service inconsistency and the invisible interactions between agents and consumers as the highest threat to the survival of the industry and the value of Realtor\u00ae services.<\/p>\n
Believing that ratings are only about creating positive messages or merely a marketing tool that cannot influence professional behavior is factually incorrect and a sad surrender in the face of what can and is actually being done.<\/p><\/blockquote>\n
\u201cLike them or not, reviews are now central to the consumer decision-making process. Go all in or stay out of the game. People will sniff BS a mile away if you try to peddle filtered or otherwise less-than-open reviews.\u201d -Brian Boero, Founding Partner, 1000Watt Consulting<\/p>\n
While we may frequently feel that events in business and life are beyond our control, each of us has the power to do the right thing, to do it well and to do it now!<\/p>\n
This editorial was first published here in February of 2017.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"(EDITORIAL) The ratings and reviews game has evolved considerably in recent years, and now, two clear camps have emerged… which do you think is better for consumers?<\/p>\n","protected":false},"author":335824,"featured_media":10839,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"wds_primary_category":0,"footnotes":"","jetpack_post_was_ever_published":false,"_links_to":"","_links_to_target":""},"categories":[254],"tags":[307,1234,761],"class_list":["post-10835","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-editorials","tag-ratings","tag-real-estate-news","tag-reviews"],"jetpack_featured_media_url":"https:\/\/theamericangenius.com\/housing\/wp-content\/uploads\/sites\/2\/2017\/02\/kylo.jpg","jetpack_sharing_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts\/10835","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/users\/335824"}],"replies":[{"embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/comments?post=10835"}],"version-history":[{"count":6,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts\/10835\/revisions"}],"predecessor-version":[{"id":13520,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/posts\/10835\/revisions\/13520"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/media\/10839"}],"wp:attachment":[{"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/media?parent=10835"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/categories?post=10835"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/theamericangenius.com\/housing\/wp-json\/wp\/v2\/tags?post=10835"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}