by Bob Scarff


I talk a lot about how agents need to make sure that they really deliver great customer service rather than just say that they will.

For all of the criticism aimed at self service agents, it’s ironic that self service agents are actually more honest than many full service ones. A typical self service agent doesn’t promise the customer very much……..and that’s exactly what they deliver every time!

Whilst many (too many) full service agents win listings on the promise of things that they simply then don’t deliver.

Which is being more honest with the customer?

I’m not suggesting that such agents deliberately set out to deceive their customer. They really do believe their own marketing hyperbole. But far too often there is a mis-match between what is said and what is done.

……and the biggest single reason for this mis-match?

That’s right, the quality of the people responsible for delivering on the promises made.

Every agent will tell you that it’s all about the quality of the people they employ. Indeed, there is an enormous number of real quality people in our industry. It is (always has been) a great way to earn a living and forge a career. These people don’t travel to work each day, thinking up new ways to disappoint their customers. They come to work intending to do exactly what their manager wants them to do. The truth is though, in many businesses, there isn’t enough clarity and consistency around what it is that “management” want. More on that another time…..


For now, on the topic of great people, it gives me enormous pleasure to announce that this week the Callwell team was joined in the new role of Account Manager by Darren Bowles.

I have known Darren for many years as we both used to work at the same estate agency. His tenacity, care for the customer and his boundless enthusiasm make him the ideal person to ensure that Callwell customers continue to enjoy success from turning emails into phone calls.

Bob Scarff

Written by
Bob Scarff

Bob Scarff ran the UK’s largest and most successful firm of estate agents, having worked his way up from a trainee negotiator in 1978. Now bringing his passion for customer service and organisational discipline to other companies and sectors, he saw quickly the benefits that Callwell can provide and co-founded PropTech Solutions in 2016 to relaunch it into the market.


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Michelle Mason

13 Apr 2017 09:55:16

Great appointment Bob! Congratulations on the new role Darren, I’m sure you’ll be a resounding success!

Chris Bryan

18 Apr 2017 09:37:09

Very true! I’ve often found that having an amazing Lister bringing back instructions can be an issue if sales negotiators aren’t on the ball or the same level, not so much because the Lister is over promising, but more so the sales staff aren’t able to cope with the units for generating enough viewings and offers etc. Albeit not the worst problem I’ve found the danger then is the great lister turns average and then goes out with the foot on the brake for a better word.

Jane Taylor

19 Apr 2017 07:22:51

Congrats Darren I will never forget my first ever training with you Good luck in the future

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