Full disclosure: Bellevue brokerage reveals good, bad, ugly
Bellevue-based Coldwell Banker Bain Seal announced that it is publishing every one of its client reviews – the good, the bad, and the ugly – on its Facebook page, website, and agent profile pages.
The company, the nation’s 16th largest brokerage with more than 1,000 real estate professionals in 30 offices in Washington and Oregon, said the move aims to increase transparency with its customers.
This “helps us elevate our service, because we know that every customer will be asked, given the opportunity to comment, on the service they receive,” said Mike Grady, president and COO of Coldwell Banker Bain Seal.
Every buyer and seller who works with the brokerage will receive a satisfaction survey by e-mail a week after closing on a deal. The survey will ask them about the service they received and the agent who represented them.
Coldwell Banker Bain Seal started publishing the unfiltered comments about a month ago. The majority of the comments have been positive, the brokerage says, but a few negative comments – about communication barriers with agents, for example – have also rolled in.
“Although some brokers were a bit tentative at first, after seeing the incredible feedback and results provided by our customers, almost every one of our brokers are now happily participating in the program,” said Suzanne Mueller, chief marketing officer at Coldwell Banker Bain Seal.