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Keeping up with consumer expectations

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Over recent years we’ve seen a shift in the level of service consumers expect from businesses across all industries.

Take Christmas shopping for example; the introduction of late night shopping in store, next day delivery online and the ability to connect with brands via instant messaging services, has led us to expect a faster more flexible service.

How does this translate into Estate Agency?

Whether buying or selling, letting or renting, consumers expectations have already been set by other businesses. As James Fontalba of Roman James Estates says in the clip below “you’ve got be available earlier, you’ve got to be available later, and you’ve got to be available seven days a week”.

For Hetal Shar of Ivy Gate this means “using technology to manage relationships out of normal working hours” and committing to “respond to an enquiry within 15 minutes, by text or even a WhatsApp message, no matter the time” to secure more viewings. You can read more from Hetal in the Little Blue Book 2019 – keep an eye on the post, it’ll be with you mid December.

As James, Hetal and many other agents have shown us, it’s this eagerness to understand and accommodate consumer expectations that can make the difference between winning and losing in a competitive market.

Understand your customer
A great place to start is speaking with your existing clients – ask them what they like about your service and what would make the process easier for them. You can check your lead reports in Rightmove Plus and see what time you receive most of your emails or miss most of your unanswered calls.

Tailor your service around your findings
That could mean changing your opening hours to cover evenings and weekends, or using technology to provide out of hours assistance. You may want to consider realigning your teams responsibilities to offer a specialist contact at each stage of the customer journey or changing the way you communicate with customers.

For more hints and tips on getting ahead in 2019 flick through your Little Blue Book when it arrives mid December.