No industry is immune to having to provide customer service – including estate agency. We all know that feeling when you are treated well by a company – it feels really great. We all know that feeling when you’re treated badly!
How many times have you walked to the bar, and the barman is serving someone else. Sometimes they just look at you (if you’re lucky) and carry on what they are doing! Bad, really bad! Other times they might look up at you and say “Will be with you in a couple of minute’s sir”. A few words at no cost change the whole experience – in fact you don’t mind waiting! It’s the little things that go a long way.
Why not try stepping into your client’s shoes and taking a look at your agency. It’s a good exercise. How do you think a client feels when they walk into your office, pounced on or left in the cold? How would you feel if you didn’t get call backs, viewings followed up or the service you expect. Pretty bad I’m sure. I know I have had the privilege of dealing with this type of agent, and I know why I didn’t instruct them to sell my house!
Its difficult as a business owner to always ensure best practise filters down to all staff members at all times – especially in multi branch chains. Why not set up a set of reports in Dezrez that allow you to check this vital follow up is being completed! Why not contact some of your clients and find out how their experience was? Scary thought? Well worth a call I reckon!
That’s an interesting artical as you haven’t responded to my e-mail of 9th March 2011! I appreciate we will be leaving dezrez soon, but we are still currently customers and have been good customers for 6 years. Regards Disappointed of Worcester
Hi Gareth,
I responded to you personally on the 14/03/2011 09:51 – apologising for the delay. Perhaps i should send it again if your mail servers haven’t picked it up. Would be happy to talk over the phone should you prefer.
regards
Wilf Lewis
Good article Wilf, Its good to take a step back from time to time and look at how we deal with customers face to face once in a while. Also praise where its due, dezrez have always returned our calls, keep up the good work guys.