Real Estate Feedback Is IMPORTANT

Published by REM Magazine
Edited for length and present time, the Original article at:

What does that client really think about the house he just viewed? What did people who attended the open house think about the property?

Obtaining that candid feedback from clients can be one of the toughest aspects of the job for a sales rep representing or showing a property, says Don St. Germain, a six-year veteran with Sotheby’s International Realty Canada in Victoria. The clients may not tell their agent exactly what they think and a comment form that is handed out may simply not make it back to the sales rep.

“It’s really a passive business,” says St. Germain, “but definitely not for me.” Client after client may walk away from a home that the sales rep and seller see as a good deal, without commenting about why it has not struck a responsive sales cord.

St. Germain tells of one home where a dip in the driveway raised doubts with those viewing the property. When their concern was eventually revealed, the seller was able to show it was caused by a drainage ditch. In another case, the price of a condominium was being compared to two others in the building that had hardwood floors, but it took feedback to nail just why buyers were walking away.

That’s why St. Germain sat down and wrote a program called ASAPfeedback ( that he now wants to make available to sales reps for free. It’s a simple system to use. Once a password to the system is obtained for both sales rep and seller, they can go online and see what comments have been left by those viewing the home after a visit.

If all the comments are pointing to one concern about the property, the seller and listing agent know there needs to be some action taken. It opens another door for sales, says St. Germain, since it provides the agent with a remedy for their concerns and an invite for clients to return. “You can ask, will you come back and look again or the other sales rep can ask them to come back again,” he says.

St. Germain created a nationally successful Victoria-based computer chain in the ʼ90s before turning to real estate. – Jean Sorensen