Mary Portas Secret Shopper – Episode 4
Opinion : Another really good show -”the west facing is the new south facing!”, good grief! We have all experienced it. The estate agency estate game is seen as money for old rope and does have a poor reputation. At a recent large networking event I attended, an Estate Agent delegate stood up, introduced himself and then apologised for being what he was! That can't be a good thing.
Out of all of the shows I felt this was the most enjoyable with really good tips to make the industry improve and ideas that other real estate agents can simply use if they dare to be different.
Feedback
It seems a shame that Mary Portas did not look properly at the whole process rather than just the property viewing. For example, when the buyer moves in what happens? When a buyer moves to a new area how can the agent educate them?
We did a lot of mystery shopping in Australia within this sector and we measured numerous different processes within the real estate industry. Improvement was required over the whole experience and not just the property viewing.
My thoughts on Episode 4 of Secret Shopper are:
- Product knowledge = confidence = enthusiasm = passion = energy! Customer service is an energy business! Look how much better they conducted the viewings when they really understood their product, the house they were selling!
- Use plain English all of the time – customers lose trust when they don’t understand.
- Mystery shop the opposition to identify where your service ranks with your competitors. If you have been running a business for a long time you must ensure you look at different ways to do business – going stale kills business.
