by Bob Scarff

The weeks went by, the agent that they had put their trust in because they were so quick to respond to their original email had found a great buyer. They had also recommended a really helpful Property Lawyer. Their Mortgage Adviser had arranged everything. They’d found the ideal new home just up the hill and now moving day was fast approaching.

Jack and Jill were so impressed with the agent that just before Completion, they popped into the office with a box of chocolates for the team to say thank you.

Jack told the branch manager about how that first impression with the immediate phone call had been so important and that without that then things might have worked out differently. Jack told him that it was lucky that you just happened to ring us so quickly. The branch manager said that luck had nothing to do with it. It had happened because her branch is connected to Callwell.

Only a one in three chance

The manager was remembering that on her Callwell training she had learnt that an immediate phone call has more than a fifty percent chance of resulting in a proper conversation (because the customer is still at their screen) but if left for as little as half an hour, there is only a one in three chance.

She went on to explain that Callwell displays all incoming emails from customers in an easy to read dashboard away from all of the other email traffic so no one is overlooked and that it was Callwell that had dialled Jack and Jill’s number automatically and immediately.

Then Jill remembered the Smiley Face Text message and wondered if this too was part of this Callwell thing. The manager explained that yes it was and that if she was honest, she had known that she stood a good chance of winning their Instruction as soon as she saw on her Callwell dashboard that they had clicked the Green happy face.

What the manager didn’t know (because it has never happened to her) is that if her team hadn’t have responded to Jack and Jill’s original email within thirty minutes then Callwell would have sent her boss an email saying so……

The moral of the tale

A great team of people with a genuine passion for customer service, who are reliable, knowledgeable and trustworthy will ALWAYS succeed in estate agency, even if they don’t have Callwell.

But that same team with the power of Callwell at their finger tips can gain that vital edge of giving the very best first impression.

As if to prove that very point, do you remember the two agents that didn’t respond at all? Which ones were they?

Well, one of them was the one with all the leaflets. The other was the one with the expensive Data Driven Marketing through Facebook. Proof (if it were needed) that there is no value in creating more leads if you don’t deal properly with the ones that you already have.

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.


This post has no comments, add your own by using the comment form.

leave a comment

register your interest