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.