In our technology-driven society, online reviews have become another way for consumers to gather information on goods and services.
Now some Colorado real estate agents are joining a website that includes reviews of their work.
After more than a year of discussion with Quality Service Certification Inc., the Colorado Association of Realtors has adopted an online program that allows clients to rate their real estate brokers and leave anonymous comments.
There are about 400 real estate brokers statewide who subscribe to Quality Service Certification, and the state association is workingto boost participation. To join the site, brokers are required to take a $60 three-and-a-half-hour course to learn how to use the online tools, improve customer service and claim certification with the site.
Real estate agents will not be required to join the service, but Colorado Association of Realtors chief executive Bob Golden said it is “highly encouraged.”
“We really feel like this type of program will increase professionalism within our members,” Golden said. “We think it’s critically important that the survey is done by a third party because we are not involved in putting any information up and as a result there is no bias or missing information.”
With the exception of inappropriate language, all comments and survey results will be posted on the broker’s profile, including negative reviews. Some agents say that promotes accountability, while others say it could unfairly reflect on a broker.
“We are targets, unfortunately,” said Re/Max Cherry Creek spokesman Galo Garrido. “We can’t always please everybody, and there will be complaints, maybe due to a personality clash or a misunderstanding, but it could come through as hurting the profession or the individual.”
Garrido said he did not know of any agents in his office who use the QSC site. Despite his concerns, he said, the benefits of the program seem to outweigh the drawbacks.
While Re/Max has not adopted the program as a standard, some agents have taken it upon themselves to become certified and are reaping benefits.
It has been more than seven years since Re/Max Alliance agent Bob Van Diest set up his profile on and, with an almost flawless customer satisfaction rating, he does not regret his decision.
“I’d recommend it to everybody,” Van Diest said. “It greatly benefits those of us who are doing a good job and would clean up what I would call marginal Realtors that don’t give the service that people deserve. It’s a win for both the clients and the Realtors.”
Van Diest estimates that about 50 percent of his clients complete the survey after working with him.
During the first meeting with a client, Van Diest tells about his profile where they can read his reviews and browse survey results.
After the contract is finished, clients receive correspondence from QSC asking them to fill out a survey and comment about their experience.
It wasn’t until after their first meeting with Van Diest that recent Highlands Ranch homebuyers Michael and Megan Martinka heard about , but the online profile led the couple to officially hire Van Diest to help them find a home.
“After we saw his QSC site we felt really comfortable about using him because his reviews were so positive,” Michael Martinka said.
