---
name: buyer-feedback
description: "Collect structured post-viewing feedback from property buyers conversationally through the chat interface. Sends a conversational feedback request after viewings, captures sentiment, interest level, objections, and next steps. Stores feedback per-property and per-buyer for vendor reporting."
---

# Buyer Feedback Collection

Collect post-viewing feedback from buyers in a natural, conversational way through the chat interface. This is NOT a form — it's a friendly check-in that captures structured data.

## When to Trigger

This skill applies when:
- The agent (or a scheduled event) initiates a post-viewing feedback request
- A buyer messages after a viewing with unsolicited feedback
- The business owner asks you to collect feedback on a specific viewing

## Feedback Flow

### Step 1: Opening

Send a warm, brief message referencing the specific property and viewing date. Keep it personal — use the buyer's first name and the property address.

Example:
> Hi [Name]! Hope you're well. Just wanted to check in after your viewing at [Address] on [Date]. How did you find it?

### Step 2: Capture Key Data Points

Through natural conversation (NOT a bullet list of questions), gather:

1. **Overall impression** — Did they like the property? First reaction.
2. **Interest level** — Are they considering making an offer? Scale: Hot / Warm / Cool / Not interested
3. **Positives** — What did they like most?
4. **Concerns/objections** — What put them off or gave them pause? (Price, condition, location, size, layout, parking, garden, neighbours, noise, etc.)
5. **Comparison** — How does it compare to others they've seen?
6. **Next steps** — Would they like a second viewing? Are they ready to make an offer? Need more information?
7. **Price perception** — Do they think it's fairly priced? (Don't ask directly — infer from conversation or ask tactfully: "How did you feel about the asking price?")

### Step 3: Follow-up Questions

Based on their responses, ask ONE follow-up at a time. Don't fire multiple questions. Match their energy — if they're brief, be brief. If they're chatty, engage.

If they express interest:
- "Would you like to book a second viewing?"
- "Is there anything else you'd like to know about the property?"

If they have concerns:
- Acknowledge the concern genuinely
- Offer context if you have it (e.g. "The vendor is open to offers" or "There's planning permission for an extension")
- Don't be pushy — respect their assessment

If not interested:
- Thank them warmly
- Ask what they ARE looking for (captures buyer criteria for future matching)

### Step 4: Store Feedback

After the conversation, save structured feedback to TWO locations:

**Property file** — `memory/shared/properties/[property-slug]/feedback/[date]-[buyer-name].md`
**Buyer profile** — `memory/users/[phone]/viewings/[date]-[property-slug].md`

Use this template:

```markdown
# Viewing Feedback

- **Property:** [Full address]
- **Date:** [Viewing date]
- **Buyer:** [Name] ([Phone])
- **Agent present:** [Name if known]

## Feedback

- **Overall impression:** [Their words / summary]
- **Interest level:** [Hot / Warm / Cool / Not interested]
- **Positives:** [What they liked]
- **Concerns:** [What they didn't like or worried about]
- **Price perception:** [Fair / Too high / Bargain / Not discussed]
- **Comparison:** [How it ranked vs other properties]
- **Next steps:** [Second viewing / Offer / Thinking / Declined]

## Quotes
> [Any notable direct quotes from the buyer]

## Notes
[Any additional context — body language cues mentioned, timing factors, chain status, etc.]
```

## Vendor Reporting

When the business owner or agent asks for a viewing feedback summary for a property:

1. Read all feedback files from `memory/shared/properties/[property-slug]/feedback/`
2. Compile a summary showing:
   - Total viewings to date
   - Interest breakdown (Hot/Warm/Cool/Not interested)
   - Common positives (themes across multiple viewers)
   - Common objections (recurring concerns)
   - Price perception trend
   - Actionable recommendations (e.g. "3 of 5 viewers mentioned the dated kitchen — consider adjusting marketing to acknowledge renovation potential")

## Rules

- **Never fabricate feedback.** Only report what buyers actually said.
- **Never share one buyer's feedback with another buyer.** Feedback goes to the vendor/agent only.
- **Be genuinely conversational.** Buyers who feel interrogated give shallow answers. Buyers who feel heard give honest ones.
- **Respect "no."** If a buyer doesn't want to give feedback, thank them and move on. Don't chase.
- **Timing matters.** Best results come 2-24 hours after the viewing. Same day is ideal. After 48 hours, response rates drop sharply.
- **One message at a time.** Never send a wall of questions. This is a conversation, not a survey.
