THIS ARTICLE IS SPONSORED BY EWEMOVE ASHBY

The poor reputation held by some estate agents has been forged over many years - and a key part of this boils down to poor customer service.

In the Property Academy Home Moving Trends of 2017 survey, 78% of sellers said that their decision to choose an agent was based upon the one they liked and trusted could give the best customer service.

The key message from the survey was that communication between the agent and the client was at the heart of the customer service experience.

The survey also found the following:

• 86% of sellers didn't choose the cheapest agent

• 80% of sellers believe technology is important

• 52% of sellers weren't confident to use the same agent again to sell their property

The problem lies in the way in which estate agents typically conduct their business. Initially, you'll be seen by a valuer who is the slick salesperson who brings home the bacon in terms of signed up instructions for the branch. The paperwork is passed to an office junior/administrator.

This person has never stepped foot in your home and often isn't experienced enough to create a vibrant description that will sell your home.

Calls then come into the office, which will be handled by multiple different people, none of which know your property and these calls can only be handled during office hours. When it comes to viewings, lots of estate agents allow you to fend for yourself or will send a random assortment of people from the office - we call them 'glorified key-holders', as they do not know your home.

When you then seek updates as to what's going on, or feedback from viewings, nobody has the full picture and you're passed from pillar to post. It is no wonder that communication and customer service is ranked as one of the biggest gripes!

Sadly, it doesn't stop there. When your property is new to the market, you're likely to receive an initial flurry of activity, where the estate agent will be all too pleased to tell you about the new viewings.

After this initial burst of activity, things will go quiet and your agent will no longer be as forthcoming.

That's because if they don't have good news to tell you, many simply let customers suffer in silence. In our experience, there's nothing worse than being kept in the dark. Even if it is not good news, customers like to know, because only by doing so, can we discuss how to stimulate interest.

Because of the fragmented approach of the traditional estate agent model, we work completely differently. Firstly, we work flexible times that suit you and there is a real person available to speak with 24/7.

Secondly, we'll view your home ourselves, prepare a fully detailed marketing description to sell, personally take the photographs and then conduct the viewings.

This 'beginning-to-end' insight means that we know everything there is to know about the property. We're able to speak about the properties key features, better overcome objections as they arise, but more importantly, after the viewing has been conducted, we can feedback the initial comments and review them with our clients.

This is all why it is so important that we should be accountable from the beginning to end and we should work alongside the client as their trusted guide. Given that other estate agents are fixed in their traditional ways, one may question why we persist with such an unorthodox approach?

Quite simply it's because of the feedback our customers provide and the amazing testimonials we receive. It works. They tell us time and time again that they value the personal service that we provide them enormously. 

To get in touch to discuss the sale of your property, please give us a call on our 24/7 number 01530 442356, email us at AshbydelaZouch@EweMove.com or visit our website to see the high quality of our property listings at www.EweMove.com/AshbydelaZouch