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.
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.