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Customer service - James Bailey, Henry & James

Good customer service

Good customer service. It’s a funny thing – companies can either get it so right or so wrong. I’m realising more and more that it’s the little things you do that make the big difference to client relationships. Our agents are encouraged to stand up and greet each person with a smile but the other day when a client walked into the office, my colleague asked if he could help without looking up from his computer. It was not a bad impression but in my eyes, it could have been a lot better.

Later on, I was asking his opinion about a restaurant in the local area as I knew he had been there recently. He commented that the food was great but the service was dreadful. They were ignored by the maitre d’ for five minutes before being acknowledged. That was enough to make up his mind never to return – a perfect example of why first impressions really do count.

Who hasn’t dismissed a restaurant for bad service or walked out of a shop because the staff were non-responsive? Being an estate agent is no different. Any business, especially those that rely on repeat business, should prioritise customer service.

I think I’m not the only one to agree that a large percentage of customers that walk into an estate agency, do so on the defensive. It is our job to put them at ease, to cultivate trust and give them honest feedback and guidance they require to successfully get through their buying or selling journey. And it is a journey, sometimes a stressful and emotional one at that, but our willingness to take customer service extremely seriously will – I’m sure – be welcomed by all clients.

Standing to greet customers and giving a personable and friendly introduction to every potential customer that walks through our doors may seem like a small gesture, but it costs nothing and makes a lasting impression. It helps to build rapport quickly and breaks down stereotypical barriers.

Most agents are honest, hardworking people trying to do their best by their clients. I am really proud to be an estate agent and it is rewarding to help people find their ideal home. I never lose sight of the fact that this is a service industry and if our clients walk away feeling they have been serviced well, then we have done our job. It is not just to find or sell their home but to make the client feel welcomed, appreciated and as comfortable as possible during the process of moving home.

James Bailey

James is head of sales at Henry & James. www.henryandjames.co.uk


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