Have your cake and eat it – service and ROI

Posted on 11 Feb

One thing recent press discussion about online estate agents has shown is how important the personal touch is. Unless you’re someone with property experience, or solid self-confidence and time, most want their hand held during the process of either buying or selling. Hand holding equals money in the bank as it’s a vital component of getting deals exchanged – so it makes sense that the more hands you hold the more deals you’re going to do.

Other functions agents have to fulfil is chasing up those who’ve viewed properties, often several times, try to get offers out of them and if not then get feedback on why they didn’t like it. All this needs to be faithfully communicated back to the owner or landlord. Then there are potential buyers to be qualified and persuaded to get out and view properties. All of the above needs to be entered into whatever CRM system the agent is running.

All of the above takes a huge amount of time but yields a return on investment.

The problem lies in the fact that despite forecasts of sales transactions being well down the number of properties coming to the market will probably be higher. This always happens when sentiment turns negative and people think they need to sell before things ‘get worse’.  So we end up with more properties and clients to look after and less revenue to work with.  Even tougher is the need to deal with this increase in client care with the same number of staff.

I’m very familiar with this and it’s why Viewber exists. The ideal use of staff is that which gives you the best ROI, i.e. in the office making money, not out on the road. Let someone else open doors, you close the deals in the office. Some clients are seeing an ROI of 10:1 on their monthly spend with Viewber – for the first time ever there’s a genuine tool for agents to mitigate this part of the cycle, try it and find out why our customers love what we do

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