Over 30 years ago when I first began my career in estate agency we used applicant cards, paper diaries, a landline telephone and the post office mail system.
“Innovation” was the introduction of the computer and some years later the launch of Property portals. Although, alien at the time we cannot deny the improvement and convenience they have brought with them.
More recently saw the arrival of online agents. The industry did need a shakeup but we have to ask if the traditional agent is being undermined or underestimated by the new kid on the block?
The intention is always to enhance the customer experience so we evolve and we adapt and like everything there are good and bad points to consider.
I am fortunate to have worked for both independent and corporate agents and this has put me in good stead when considering the interaction of picking up a telephone or hand delivering a letter to our customers. The same days when we used conversation rather than a checklist to find out what our customers were selling and indeed buying. Oh the nostalgia of yesteryear.
Unfortunately, many agents and customers today believe such interaction is invasive. In defence of the traditional agent we need to know your needs and wants. In particular, I want to know your story and this is where the relationship begins because I am interested in YOU!
I deliberately stepped away from mainstream agency because the better a company becomes the more work it brings in and then you become a victim of your own success. The pressure is on but it becomes less personalised and can you cope unless you keep recruiting more staff?
By stepping away from the conveyor belt I can concentrate on 'You' I do use the latest technology for speed of delivery and I contact you by any method you prefer. Ultimately - Your Move, Your Family / Circumstances are important to Me and so I remain a small bespoke service that really will pull out all the stops to realise the next part of your life.
I have an office address that you can visit, I am visible, local and accountable.
What I really and truly prioritise is:-
“People before Property and Property before Profit.”
It is more important to me that when you decide to move on to the next chapter of your life, be it upsizing, downsizing, job move or for any other reason you are moving to the right property for you and your circumstances. I can then concentrate on the property.
I have kept my 1:1 service fees extremely competitive. I earn from the enjoyment of my job, my interaction with my customers and knowing I have done the best I can do which in turn can make a really positive difference to somebody else’s life.
I have taken the best from the traditional agent customer experience and the best from the online platforms and put them together to make my business model more personal by using this 1:1 approach and limiting the amount of properties I sell and let at any one time.
I am not competing with other agents because I am different. I do not wish to build an empire. I do not enjoy dog eat dog approach so I will not participate in games.
All of this allows me the freedom to offer a tailor made, people centred service with up to date technology and great transparency. Hence, I never need to compromise on the level of service I provide.