Resources to turn your Letting Agency into a MORE profitable business .... Starting Today!
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A recent MasterCard poll suggests that 80% of all Letting Agency complaints are related to poor service, not inadequate products. 23% of those surveyed said they would never return to a Letting Agency where they were dissatisfied with the service they received.
Likewise, the National Association of Customer Service found that the biggest reason retail customers decide not to return to an establishment relates directly to the level of personal attention and treatment they receive from the service staff. There’s no escaping it; service is very much a “hot button” today.
With more Letting Agencies than ever to choose from, your customers are less likely to give you another chance than they were 10 years ago. And as these surveys imply, the easiest and most common way to lose customers, or to cause them to return less often, is by failing to deliver in the service area.
Our service section will go beyond just the prevailing view of “good service.” Service can be approached as just a series of mechanical functions, Telephone Greetings, Appearance Of staff. Obviously the mechanics are important, but you won’t gain a competitive advantage today by just being efficient.
Our resident service experts will present a series of ideas and approaches to focus and capitalize on the human dimension of service. They believe that successful Letting Agency Service is fundamentally and ultimately based on human relationships and personal connection. You’ll get ideas you can use to create a personable and guest-friendly service staff, which is the most effective way of building a loyal customer base and growing your business.
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FEATURED RESOURCES
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You spend a lot of money on adverts each year trying to attract new customers to your Letting Agency. How do you know if your staff are competent enough to deal with those phone calls if you do not assess their performance? Use this telephone call assessment form to evaluate the performance of each member of staff that is charged with answering the phone.
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What gets monitored gets done! Use this simple template to ensure all calls to your Letting Agency is dealt with promptly and satisfactorily. No call to your Letting Agency must be wasted.
A telephone call is often a potential clients first impression of your Letting agency. It can either encourage or discourage them from coming to you or going somewhere else. Don't leave it to chance! Use the Telephone Answering Procedures to train your people to be professional and courteous on the phone. .
Communication is an important part of any Lettting Agency owner or manager's role. It is important that whenever you speak that you get your message across clearly. Here are 10 major pitfalls to avoid when speaking.
Fielding complaints from customers, whether the customer and their complaint are reasonable or silly, valid or invented, can be draining, annoying and disruptive, but it's all part of an Letting Agency job. What the customer is complaining about just may inform you about a problem that could be costing your Agency business — and what you have to learn is
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