by Bob Scarff

Once upon a time Jack and Jill decided that it was time to move further up the hill.

Jack and Jill weren’t silly, they knew that before they did anything they needed to know how much money they could sell their home for and how much mortgage they could get for their purchase. They also knew that the quickest, easiest and most reliable way to do this was to ask a local estate agent to come and see them.

But where to start? There seemed so much choice. Who could they trust? Jill reminded Jack of when they bought their current home and how so many of the estate agents they met were both friendly and helpful (much more so than they had been expecting) but also that quite a lot of them were rude, unhelpful and unreliable. Just the type that they had been warned about.

How on earth were they going to be able to tell the difference? Buying from an unreliable estate agent was one thing, selling with one sounded to them both like a complete nightmare.

Excellent customer service

Then Jack had an idea “let’s send an email to five estate agents telling them what we want to do and we’ll meet the ones that we’re most impressed with”. “That’s a great idea” said Jill. “They all say that they offer excellent customer service, but this way we’ll know for sure”.

Jack and Jill chose the five agents. One because they were selling their home when they bought it. Another because they had two Sold boards around the corner. Another one because they kept putting leaflets through their door. Another because they always sponsor the local Fete and the final one because Jack and Jill both keep getting Facebook pop up ads about them. It’s as if this agent knew that Jack and Jill were thinking about moving.

Well. In less than a day, Jack and Jill knew that they’d made the right decision. Three out of the five agents had already been in touch. They hadn’t had any response from the other two, they never did. Months later Jack had a wry smile on his face when he read something from Rightmove that admitted that on average 52% of email enquiries are ignored by agents.

Very impressed

Anyway, before the end of that day, they had made appointments for all of the three to carry out a valuation and had also made an appointment with the mortgage adviser from one of them. That was with the very first agent to make contact. Jack and Jill were very impressed that they’d had a phone call from that agent within what seemed like only seconds of sending the email. They only wanted to see one mortgage adviser for now, so they went ahead with that one as it was easiest.

Not only did Jack and Jill receive a phone call immediately from that agent but also within seconds of the call finishing they received a text message from the owner of the company inviting them to choose one of five faces to describe their first impressions. Jill happily clicked on the Green smiley face, it’s nice to say well done when someone has been so helpful, she thought to herself.

Jack and Jill found all three agents friendly, knowledgeable and trustworthy. But to cut a long story short, they chose the agent that had been so quick off the mark. They weren’t the cheapest of the three and their valuation wasn’t the highest, but the valuer seemed to know her stuff. Above all though, Jack and Jill couldn’t forget that extraordinarily powerful first impression and the assurance that this gave them that this agent “cared”.

So, their house was on the market with that agent. What would happen next………

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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