Support, Advice and Experience within the Property Market

Why great customer service can be a timely reminder – Robert Ulph

From admin on January 17, 2017

A lot has been written recently by those in the letting industry, defending the sector after the numerous changes that have been brought in which will affect the rental market. I have written myself about the further changes I hope to see or those adverse policies that it would be great for the Government to do a rethink on.

This year will be a time of lobbying in the forthcoming consultation with Government and as a long-term supporter that the industry needs real regulation I will be closely involved. Through the Association of Residential Letting Agents (ARLA) and other industry groups, I have always been involved in the ‘political’ side of the industry. I am proud that at Pennington we take the professional side of what we do seriously and having six licenced members of ARLA, who keep up to date with all legislation, development and training, reflects this.

However, I am often reminded of why we do what we do and why we do it in the way we do. Those aspects that aren’t part of the policy or processes but go beyond our customer’s expectations.

An example that springs to mind is of a family whose oven packed up on Christmas Eve. There is never a good time for a family’s oven to pack up, but Christmas Eve has to rank as one of the worst. But late on Saturday 24th December we were able to get the problem resolved and the family up and running, ready for Christmas Day.

Another case was of a poor tenant whose front door had accidentally shut behind him as he had stepped outside briefly. This was during the recent cold spell, so he was freezing cold especially as he was just in a towel. We were able to help out and quickly got a spare set of keys round to the house.

We received some lovely thanks for these and my team deserve this, having gone ‘the extra mile’. It stands as a timely reminder that the industry is not all about legislation and policy, as while this has to underpin what we do, most importantly it is doing a good job and caring about what you do and how you do it. Simply it is often just treating people how you would want to be treated. And who wouldn’t want to be rescued quickly while on their doorstep wearing just a towel in freezing conditions!

I’m not saying we don’t have some complaints, but again it is how you deal with those complaints and resolve any issues that is the key. Because of this I believe that there will always be a place for the High Street agent as many of us like to actually speak to and interact with a real professional person who cares about what they do.

If you are keen to have any discussion on anything on the local property market, I am always happy to talk so please do not hesitate to contact me.