A week on from being voted the best local agent in Yorkshire

A week on from being voted the best local agent in Yorkshire

Posted on Monday, May 20, 2019

So we are one week on from our little trip down to the smog, where our little family run company managed to scoop 6 national awards at this year’s ESTAS. The awards, celebrating their 16th year determine the best estate and letting agents in the UK based purely on feedback from customers who are asked a series of questions about the service they have received from their agent, over 45,000 surveys were completed by customers via the ESTAS feedback platform.

Our plan over the last year and still very much in the making for 2019 is to bring a total customer service centric culture within our workplace. No one’s gets it right all the time so we are still learning and growing just four years into our journey. One of the best things about entering customer service led awards is not what you are good at, but what you need to do to improve to make things easier for your customers along one of the most stressful journeys they will make. 

When you are sat in a room with some of the best agents in the country for both selling houses, letting houses and more importantly giving the best service, it inspires you to do more for your clients and to "go above and beyond". It allows you a moment to thank your team for the hard work they have put in over the last 12 months and  for their efforts to offer the right service levels for home buyers and sellers. 

Phil Spencer, who has hosted the ESTAS every year since their inception in 2003 said “The ESTAS encapsulates what your typical agent is trying to do, which is to provide honest, transparent service for their clients. These awards are special because shortlisted and winning firms are selected purely on the service they deliver. Real feedback from real customers experiencing real service, I don’t think there can be a greater honour in the industry than to receive an award based on that mantra.”

Its 8pm on a Monday night and I’m one hour away from watching the finale of game of thrones. All I keep thinking is that we finished third in the UK for service and the team and myself need to improve for our current clients and our future clients because next year we want to be number 1. 

This week’s quote:

You will take out of this day what you put into it. If you don't ask questions, you won't get answers. 
-Bo Burlingham