22 things the public want from their estate agent

Private Property South Africa
Tahir Desai

A survey on the Money Saving Expert forum run by UK television personality asked “What would your dream estate agent do?”

Although it was responded to by a mainly UK audience, the insights can be applicable to the South African market too.

Here's a quick summary of 22 points from the thread, in the order they were raised:

  • Listen and respond to specific requirements, not just price and number of rooms.

  • Responding to enquiries, answering and returning calls, actively using email and doing some of the running during the sales process.

  • Communicate the benefits of using an estate agent, versus a private sale.

  • Confirm and show up on time for viewings (or, particularly for lettings, cancel them if the property has already let).

  • Provide interesting information, rather than tell you that you're standing in a kitchen.

  • Don't behave like a friend, treat customers professionally. Acknowledge and welcome any foot traffic. Keep in regular contact.

  • Qualify applicants properly and report their status accurately.

  • Cultivate a plan B, ready for if a sale falls through.

  • Make the effort to identify and recommend only good, reliable conveyancers and mortgage advisors.

  • Offer advice on how to maximise the chance and value of a sale or let.

  • Use floor plans and indicate the total square footage.

  • Give the size and aspect of the garden, as well as the rooms.

  • Avoid judging people based on appearance - keep an open mind - and don't treat them like idiots.

  • Be honest. Provide as many (professional quality) pictures and details as possible.

  • Avoid complacency (if you know what to do, keep doing it!).

  • Provide weekend and out-of-hours services.

  • Give timely and honest viewing feedback.

  • Allow adequate time for viewings.

  • Systemise your business to improve quality, using checklists and the like.

  • Educate first time buyers.

  • Spell accurately.

  • Keep property statuses up to date on your website and property portals.

All good advice!

The post was adapted from an article originally published on The Modern Estate Agent.

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