The phone and email contact was good. Nyreen was pleasant and professional. So this feedback does not relate to her. However, unfortunately her colleauge Julian has let the team down when it comes to customer service.
If you are considering selling your house with this agent please be aware that the estate agent, Julian, who we 'showed' a house by had absolutely zero selling skills, communication skills or customer service. He stood outside on the driveway during the viewing and made no attempt to build a rapport, or talk about the property.
My husband arrived a few minutes early to an appointment, I arrived at the time of the appointment. Julian the estate agent tried to rush my husband to look at the bungalow before I arrived. When I arrived (on time) he didn't greet me, introduce himself, tell me anything about the property and in no way attempted to sell it. He was just the key holder standing on the driveway. No attempt to build rapport. It gave a very bad impression of the estate agents company and we have been to quite a few viewings with other estate agents in the area whose customer service was top notch. I even asked him if he was the vendor as I left, as I thought he surely wouldn't be so rude if he were attempting to sell the property. I feel very sorry for the owners, as the agent was not acting on their behalf at all. We were in and out in 5 minutes, so there was no need for him to rush us for the next client that was due 10 minutes later...
If you are considering selling I would recommend you look at some of my other reviews, which highlight the agents that present much better qualities and values in their conduct during viewings. Just something to consider when your choosing your agent.
Also, just as an idea of the customer service, check out the review replies. It gives a clear idea of the passive aggressive tone as a company (I believe Julian is an owner looking at the previous reviews). For example, check out the reply to 'James Rogers' review where the owner consistently advises 'if it were me..' or 'perhaps it's just me...'. From my experience, and reading their review replies, their values as a company unfortunately are unprofessional and they don't handle critique in an adult mature fashion. Reading their customer review responses gives a clear indication as to this ethos.
Response to Julian's reply: You have unfortunately proven my point with regards to a passive aggressive tone, and unnecessary personal insult. In no way have I alluded to my own faults, you are correct in your assertion that we all have our faults. But to suggest I am sanctimonious for calling you out on your poor behaviour only adds further injury to your own public perception and that of your company. As I said in my original review, you seem to find it difficult to reflect on feedback in a mature fashion. And for some reason, you have demonstrated that perfectly in your response...
We all get given feedback from time to time. In this instance, your role was as an agent for the vendor. You did them a dis-service, and I wanted to highlight this.. It is a shame that as a company owner you set such a negative tone and cannot develop and reflect on feedback.
I wonder if you might take a leaf out of your colleague's books, and work on your customer service skills. My husband and I have had lots of experiences where we haven't been shown around a property because of Covid, and that part was not the gist of the feedback. You made no attempt to talk the property up, or even welcome us. We were an inconvenience to you.
I fear you are missing the whole point of the review. That your demeanour and customer service skills were lacking. Your behaviour made us feel uncomfortable, unwelcome and rushed. When we were on-time and friendly with you. As I said, I was shocked you were the agent, as your behaviour was so incongruous with the idea of selling a property.
17th Sep 2021 (5 weeks ago)