Perception is nine tenths of the law

11 August 2016 5779 Views

How do you want your agency to be perceived? Do your processes reflect both the quality and speed of service you want to provide to customers?

The modern consumer demands immediacy; think next day delivery, on demand television, online shopping. Even when it comes to decisions as big as buying and selling property; it is well known that the time it takes for the average consumer to make a decision on a house purchase is less than it takes them to decide on a new car.

This presents the opportunity to demonstrate the speed and quality of your service; undertake your market and property appraisal, build rapport, instil confidence in your service. Be innovative, look for ways to impress and differentiate your service.

One way to do this is to streamline some of your administrative tasks. Are the people you pay to bring you new business devaluing their time with administrative activity? Are, for example, your valuers chasing documentation from vendors before listing. Or to put it to you in another way, if outsourcing your tenant checks is more effective use of time, then why not outsource your vendor checks?

In other articles we have discussed the various merits of traditional and electronic verification so this needn’t be debated here; electronic verification enables agents to undertake their Customer Due Diligence in a matter of seconds. In the vast majority of cases there is no need to collect the traditional array of client documentation streamlining the process of bringing clients on board.

Generating efficiencies within the business will ultimately save you time and money. But they also present the potential to improve your customer experience. Electronic checks are just one example. Mobile and tablet compatible online forms are another; make it easy to be your client. This efficiency reflects positively on your service.

To modify a well-known phrase, perception is nine tenths of the law.

Compliance in a Box is the industry recognised compliance solution for Estate and Lettings Agents developed with industry stakeholders including the NAEA and adopted by Relocation Agent Network, The Guild of Property Professionals and Fine & Country. In addition to Compliance Packs the suite provides access to expert training, regular industry updates and our Compliance Hotline. For more information contact Samantha Peacock (speacock@etsos.co.uk) on 01524 220013