Brokers: How to give your agents better feedback
07/21/2016 | Author: Editorial Staff
Your agents look to you for guidance and advice, but are you sure you’re providing that support the best way you can? One way is through useful feedback, but that’s not always so easy to give. Here's how to avoid feedback mistakes.
Give it some thought. When an agent makes an error, your first instinct may be to provide immediate feedback about what happened. That often leads to emotional and incomplete feedback, which isn’t helpful for anyone. One solution is to let the agent know you’d like to discuss what happened, then set a later appointment to do so. In the meantime, hone in on the most important and constructive points you need to make.
Provide solutions. When giving feedback, especially negative feedback, it’s important to give the recipient some direction, too. For example, if you’ve heard an agent isn’t keeping in touch with clients as much as she should, give her some actionable advice on how to solve the problem, like setting up calendar reminders to check in at certain minor and major transaction milestones.
Don’t forget to highlight the positive. Negative feedback isn’t the only kind of feedback you should be giving. Providing positive feedback about what your agents are doing right is just as important. This positive reinforcement may make the behavior you seek more engrained in your agents than they would realize through constructive criticism.
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