Davies, White & PerryProperty & Money

Making a difference

Estate agents may say they are different. They may even believe they are different, but the public’s perception is that all agents are the same.

The question is how do we, as agents, change this assumption? We at Davies White & Perry pride ourselves on customer service, hard work, dedication and last, but definitely not least, we go the extra mile. I could go on all day with ideas of what we have to offer and how hard we work but our customers do not want to hear this.

The customer has chosen us because of us, because we have built up a relationship and because they trust and believe in us. Rather than just thinking that you need to provide a good customer service in the short term, you also need to establish a lasting trust. Once you have built a strong bond with a customer they will remember you for months, even years, down the line.

We always hope they will return to us because we took the time to create a professional working relationship. We believe loyalty is the success and foundation of a business. People love to share good experiences and this is certainly the case with home buying and selling as it is so close to everyone’s heart. Everything you do in day-to-day business will have an effect on people’s perception of you, this in turn can be a great way to advertise your agency for free! According to Nielsen, 84% of customers say they trust recommendations from family, colleagues and friends about products and services, making these recommendations the highest ranked source for trustworthiness. With this in mind it is important to put the customer’s needs before the business.

How do you do this?

  • It is always tricky buying and selling a house whilst juggling work, home and a social life. As an agency it is important to be available outside office hours to accommodate viewings and communicate with customers, this in itself sets us apart.
  • We always welcome feedback, whether positive or negative, it is important to encourage customers to offer honest feedback. This helps to build a relationship with our customers as they realise their opinion has been taken on board.

Ultimately the message will spread and our agency won’t be defined by how many awards we have received, but by how we have built our relationships and go that extra mile for customers.

Nina Deaville
Sales & Valuations Manager