“They kept us regularly informed so we were never left in the dark”. This was one of the many kind things a client wrote in a recent testimonial. The reason this stood out for us is because we feel it is one of the most important parts of the service we strive to offer. Good communication is vital in all aspects of life, never more so than in property transactions and to be honest is the reason why a lot of sales fall through and negotiations fail to reach a successful conclusion.
How many times have you heard the expression ‘sorry I didn’t get back to you, I’ve been busy’? I always read ‘ you just weren’t important enough’, and when you are the client, it can actually be quite insulting and frankly inexcusable. Its about making time and always prioritising. When I managed the estate agents in Fulham, we had a meeting every morning without fail and we would make a priority list of who we needed to speak to before we moved on to any other business that morning. We would always aim to get to our clients before they got to us – I felt it was the very least they could expect of us. Often it would be a conversation we didn’t particularly want to have – lack of vieiwngs, negative feedback from buyers, problems on a sale, a bad survey or worse, a buyer pulling out. However it would be a far harder conversation to have if they had had to chase you to find out that news.
We adopt this philosophy with everyone we encounter via Goosechase, not just our clients but agents and anyone else connected to the search from start to finish. From the moment we have our first meeting with a potential new client, we aim to communicate clearly how we can help them and we listen carefully to what they need from us and from the property they are looking to buy or rent. This goes all the way through to the day they move in to their new home – we want the process to be as seamless as possible for them. This is why it meant so much to us to hear that we had delivered what we promised!