Design your dream Estate Agency.

ModernSlave

Estate_Agent wrote: »

Leave the thread for a day and it goes completely off-kilter!

Firstly, I use email, post and phone as appropriate. If someone wants details posting out to them that is what I do. I get information to my clients - both buyers and sellers - however best suits their needs.

I do all the sales chasing, as do the other 2 EA's in our other office. They're both pretty good at it, but as I am only in week nine I'm only just getting into it.

I run a diary system whereby every client gets called at least once a fortnight if they haven't already been contacted. So yesterday I spoke to a lady who has a very specific request and realises it may take one - two years to find the property. But I speak to her nonetheless because if she has purchased elsewhere I can remove her from my list, but also because it is common sense to build a relationship with her. She knows I am looking for her, and doesn't get the service from a single competitor.

I agree that RM is brilliant. The office I am in has been up and running for less than two months. Our other office just over two years. The other office shows we are first for new listings and stock in that area. The other figures can be improved and I am beginning to work on that. Last year the established office sold 51% of the properties in its catchment area. Currently RM tells me we have 15 competitors in that area, although only one is actually in the town. Unfortunately RM prohibits me publishing this data because the other agents would get upset and take their business elsewhere.

The problem is establishing a reputation and a foothold in our new location. Letting people know we exist. If we repeat the success of the other branch it is only a matter of time until my branch is flying. But it is a big 'if'. I want to speed up the process of educating our new area as to our existence. Flyers etc work, but it is slow and absolutely everyone else does it. We therefore don't stick out from the crowd.

But this thread is about your dream EA. If I can garner marketing ideas at the same time, great. But I appreciate that if you build something slowly and build it well, it will last. For me this is about tapping into the common sense ideas of people who have bought and sold. I don't know everything and never will, I am nine weeks into the job. But I want my branch to be the first choice of EA for everyone looking to sell or buy in the local area.

Do I just have to be patient?

My dream estate agent would:

Pronounce my name correctly and spell it correctly in correspondence.
Not tell me they haven't called back for days because 'the market's so busy' (I actually had this happen this week)
This is petty but...I really hate how you can pick an estate agent out of a line-up just by the suit (men) or spiky heels (women). Sometimes I think they're confusing selling houses with being a contestant on The Apprentice US. Look approachable. Buying a house can be scary, especially for FTB.
When you're hiring, make sure one of the tests is being able to know the difference between sought and sort.
For your lettings link - tell tenants if you're going to charge £20 + VAT for a reference once they've left. I was only informed of this by Foxtons at the end of the tenancy when this kind of petty fee grubbing makes me so irritated I'd be likely to avoid renting any property from them the moment they mention it.
Stop constantly mentioning your in-house mortgage advisors.
If a property's status changes make sure this is reflected in advertisments so that I don't waste my time calling up.
If a property is in dreadful condition, be honest. I visited a property last week to be greeted by the agent saying the photos were two years out of date and telling me to brace myself for the smell of cigarettes and the wretched state of the (tenanted) property. Neither tenant nor condition were mentioned in the ad or in phone calls.
Group viewings. I hate them.
A cup of tea and a biscuit is fine, thanks. I'm after a house, not a barista.
Cars - if you're thinking of buying some please do go for 4 doors. Clambering out of a 2 door isn't my idea of fun.

googler

ModernSlave wrote: »

My dream estate agent would:

....Cars - if you're thinking of buying some please do go for 4 doors. Clambering out of a 2 door isn't my idea of fun.

Wow. The EAs in your area will ferry you round properties for viewings.....???? Where are you?

RacyRed

Estate_Agent wrote: »

The problem is establishing a reputation and a foothold in our new location. Letting people know we exist. If we repeat the success of the other branch it is only a matter of time until my branch is flying. But it is a big 'if'. I want to speed up the process of educating our new area as to our existence. Flyers etc work, but it is slow and absolutely everyone else does it. We therefore don't stick out from the crowd.

A new agency I know of took a gamble and for the first 3 months or so offered a really cheap fixed fee to sellers for any property. They publicised the offer extensively and their window was full of a wide range of properties very quickly. It seemed to work for them short term, I don't know if it was beneficial long term.

Estate_Agent

I can spell.
The market isn't busy.
I have five sisters - all I know how to do is shop and !!!!!. I do not look like an EA. I look damn good!
I don't hire because I still hold the rank of teaboy.
We don't let - but I am impressed with our sister company who do.
We don't have in-house anything, but we do have people we know are good - and no we don't get a kickback, we get better service and a smoother sale.
If the status changes, we change it immediately - apart from whatever has gone to press.
If its awful, I'll be honest.
I don't do groups either.
I make a bad cup of tea, nice pun though.
If we buy cars, that comes out of the profit and I have to charge you more. Bad idea.

clairehi

ModernSlave wrote: »

This is petty but...I really hate how you can pick an estate agent out of a line-up just by the suit (men) or spiky heels (women). .

I'm going to be petty too. We had one EA round once for a "valuation" (LOL!) who was about 19, bleached blonde and toting a bright pink handbag, Sorry but that just doesn't say business-like to me.

Of course I can see how that might appeal to some but not me :rotfl:

RacyRed

googler wrote: »

Wow. The EAs in your area will ferry you round properties for viewings.....???? Where are you?

London agencies do this - they HAVE to.

Estate_Agent

I'm 32, 6'3 and 17 stone. I used to play rugby and I know my stomach is the right side of my belt - just. The pink handbag only comes out on a Saturday evening.

Racy, we are planning on offering a fee lower than any of our competitors, in one case it will be a full 1% difference. We know our service is better than most and we don't intend to run it for just three months. I would rather have ten houses at the lower rate than two at the older, higher rate. As long as we keep on top of our service - and we will - it is only a matter of time before we have a busy shop.

But what do I do to shorten that timespan? (Other than attract attention with a pink handbag?)

Keeping the spirit of the thread alive, what else can I do to impress? What else would your dream EA do?

MissMotivation

ModernSlave wrote: »

This is petty but...I really hate how you can pick an estate agent out of a line-up just by the suit (men) or spiky heels (women). Sometimes I think they're confusing selling houses with being a contestant on The Apprentice US. Look approachable. Buying a house can be scary, especially for FTB.

I wear high heels (because I'm a short !!!!!) and a suit (because it looks professional.

What do you suggest I wear?

googler

MissMotivation wrote: »

I wear high heels (because I'm a short !!!!!) and a suit (because it looks professional.

What do you suggest I wear?

Maybe he's suggesting it's time for every day at the agency to be casual dress day..... (polo shirt/chinos for the gents, not sure what for the ladies)

RacyRed

Not heels, I hated it when the EAs tottered round my beautiful oak wood floors in stilettos :mad: