I’ve been helping out in my aftersales department this week and I must say it’s massively strengthened what I already knew – that we are so lucky to have our own dedicated department to chase our sales. It’s no coincidence that so many of our glowing reviews on www.allagents.co.uk individually mention our fantastic members of staff.
Whilst it’s great to be voted ‘The best agent in Plymouth 2016’ by our customers on this Independent review site, little is known of the real turmoil that is starting to have an effect on the Industry.
Poor practice through estate agents and solicitors is nothing new of course but through my own Regional N.A.E.A role I was made aware a year ago of some concerns nationally over the impact that new, well publicised companies with National TV exposure and coverage were having on the industry.
The problem is not in losing potential property Instructions, but when these companies are involved in a property chain. I’ve talked previously about chains falling through because vendor’s time expectations are not being established from the outset and poor or non-existent financial checks. Those valid shortcomings aside, I’m seriously concerned at bad practice hurting the Industry that I, Mansbridge Balment and other likeminded companies in the City do so much to maintain high standards in.
What help to the industry is a central aftersales department who won’t answer the phones or a central email address that won’t reply to emails at any point along the sales process?
And why an earth would an ‘Estate agent’ want or need to speak to anyone in order to get a sale through to exchange and completion if they’d already been paid upfront?
It’s a sad state of affairs and something that both the National Association of Estate Agents and Local Industry Associations are keen to address. Similarly distressing is that I’ve been made aware of contracts signed by sellers being marketed with these companies that are not Industry standard ‘NO SALE, NO FEE’ estate agent terms of business – some say it is akin to a ‘Loan agreement’, effectively meaning the vendor is in debt whether or not the property achieves a buyer. This is of course not good for the seller and certainly not good for the industry as a whole.
Anyone who knows me or has read this blog knows that I love new ideas and fresh concepts. I openly encourage new ideas in the industry as without them we become stale and uninteresting to our potential customer base – so this is not about that. But in the cold light of day I work in an industry that despite every sinew of common sense shouting ‘we need regulation’ – it isn’t happening. And it won’t happen soon. Because of this I can seriously see agents in the not too distant future ‘turning away’ offers from buyers who have Sold stc but have properties involved in their chain with poorly run, national companies included.
Until the government puts the Estate Agency Industry sector as a high priority, self-regulation could possibly become the norm. If this is the case you’ll certainly be reading more about agents and buyers favouring sellers who have sold with more traditional agents. Agents you can speak to and who want, and need, to see the sale through to completion. Agents who want repeat business and want to build lasting relationships.
Everyone is open to choosing who they want to sell their home through and as long as you are aware what you are getting into then fine, I wish you luck.
Just remember that if you ‘Buy now’ you sometimes don’t pay until much later – but you will pay.
Let’s hope that in time it’s the industry that doesn’t end up counting the real cost.