Back in 2008 we operated as a business using a departmental system. So we had a separate viewing, offer, sales progression and customer service team. This was efficient and a cost effective way of working, but we felt to evolve and improve the customer experience further, we needed to provide a more personal service.
We subsequently devised the 'Account Manager' role that many online estate agents have tried to copy, particularly the 'title'. This role ensured that one person was allocated to a seller, so they built a strong, friendly relationship and communication was enhanced as the same person was responsible from the first marketing day through to completion without being passed from team to team.
This change increased overheads as all staff members had to be high quality, but we have found that our service levels are without doubt higher than other online agents, this is reflected in our independent reviews.
With online estate agents becoming more mainstream we felt the Account Manager title was not as relevant so we have restructured and renamed this role to that of Negotiator.
The role as before is a full-on approach and our Negotiators are skilled on all stages.
In addition, we have launched a new enhanced 'Premier Negotiator' service. No estate agent can guarantee a sale for you, as there are too many external factors that can affect a transaction. However, we can guarantee you a certain standard of service. Every week you will be emailed to select the best date and time for a weekly call from your Premier Negotiator. If you do not receive a call then we will refund your complete payment. We are so confident that even if we miss one single weekly call, the refund is processed for you.
Our passion to provide excellence has never been stronger and this new service again shows our determination to increase customer service in the estate agency industry.