We were all looking forward to Mary Portas' programme on Channel 4 last night where she promised to revolutionise the estate agency industry. However we were left somewhat dissappointed and felt that she missed some really salient points.
This was partly due to the fact that her 'subject' failed to put over that getting an offer accepted on a property is half the job. A key part of the expertise of a good agent is to ensure that all the relevant parties and stakeholders are kept informed of every stage of the sale process and the agent is key to keeping the sale moving forward to completion.
Mary's idea of talking to the vendor to ascertain the key selling points of the property seemed to be a new idea to the Martyn Gerrard group but to us it is the first consideration when putting a property on the market. I accept that they are dealing with a large number of properties but I agree with Mary that customer service has to be the key consideration.
What I feel Mary really missed last night is the fact that the agent is appointed and paid by the Vendor - they are the client and therefore producing truly representative sales details and gaining an indepth knowledge of the property is ensuring exceptional customer service to the client.