I recently had the opportunity to sit down and talk with one of our clients Alex Winchester, founder of the thriving independent agency Winchester White. We talked a lot about service and why it’s more important now than ever before.
Alex made the comparison with 5 star hotel chains and talked about the consistency that they offer between locations that are scattered thousands of miles apart across the globe. These companies have service at the forefront of their minds at all times.
They look at each touchpoint with the customers and endeavour to make each one of them as seamless as possible – from check-in, to the luggage delivery, restaurants, cleaning, room service, etc – all of these areas are managed and monitored to ensure that the customers are getting the very best.
Alex asks – why can’t we bring that attitude and that attention to detail to the world of Lettings?
This was part of a wider conversation that we had (check it out below) the main thrust of which was how important a letting agent’s suppliers are when it comes to retaining their landlords.
Research we have done shows that the second most common reason that landlords leave their letting agent is problems with suppliers that the agent referred to them. We are mindful of this, we understand our position as a supplier and we work tirelessly to try and support our Letting Agent clients and be a source of client retention for them rather than the opposite.
It is clear to me that customers expectations are now higher than they have ever been. Additionally, review sites like Trust Pilot and Google have made poor service much more visible than ever before.
As Alex says “if you get a one-star review you need to get 10 five star reviews to make up for it”.
This is why companies that really focus on service, quality and customer experience will be the ones that thrive now and in the future.
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