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We’ve seen all of the big agency chains announce their 2017 results in the past couple of weeks. All the talk of “digital strategy” made me look back at my blog twelve months ago to see if my predictions were coming true. Read on to see what I found……

The most exciting feature of the 2018 version of Callwell allows the staff of our customers to compete with each other to give the best customer service. I think it’s the coolest thing that we’ve done so far. But I was chatting to someone a few weeks ago who wasn’t so sure………

I think most of us would agree that for many years the customer has been increasingly at the centre of thinking for businesses, and that this is a good thing. If a business is trying to provide a product or service that does not meet a real need, or it meets a need badly, then the longer term prognosis is unlikely to be good.

Have you ever boiled an ocean in a rabbit hole? Either you have no idea of what I am talking about or perhaps your brain is flicking to memories of management jargon used to challenge the direction of a discussion …

Indeed it might do, but is that really the best way to get the message across? Most of us are irritated by the latest management speak, whilst at the same time guilty of using it from time to time and kicking ourselves when we hear the words coming from our own mouths.

It’s difficult for most people under the age of forty to imagine a world with out email. It’s impossible for most people under the age of thirty to think of life without social media. But what is it that makes the work place most unrecognisable for people over forty.

Twenty years ago in every estate agent branch across the Nation you would always see men wearing ties, never see tattoos and only very occasionally see beards. Now it’s all so different. Is that a change for the better or for the worse?

On Friday of last week, in the results of the 2017 EA Masters mystery shop, we saw a first class example of how some things have been changed forever by tech but at the same time how certain other things will never change. BY BOB SCARFF

I’m back from my summer break and you’ll be hearing from me more regularly over the next few weeks. BY BOB SCARFF

My recent blog questioned how sales actually get agreed, a local agent (to me) called to talk me through how his team had handled a recent sale.