In Conversation With… Samantha Richardson

Samantha Richardson,General Manager - Resident Services, Young London

Samantha Richardson, General Manager – Resident Services, Young London

We are regularly in conversation with a plethora of leading figures in the property, investment, finance and charity sectors, many of whom are guest authors for PRSupdate. The purpose of this feature is to get them to discuss the topics and issues that are currently affecting the Private Rented Sector.

If you would like to take part in an In Conversation piece then please do get in touch with us.

Today we are in conversation with Samantha Richardson, General Manager – Resident Services at Young London.

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Customer Service 2014: A Year End Review

Samantha Richardson,General Manager - Resident Services, Young London

Samantha Richardson, General Manager – Resident Services, Young London

In November 2013 the International Property Awards crowned Young London as the Best Lettings Agency UK 2013/14. This accolade instilled a lot of pride in the team – who work hard all year round – but it also meant that we entered 2014 with a challenge; to deliver a level of service that lived up to this honour.

To help us measure our success Young London continued to take the unique approach of encouraging our residents and landlords to provide detailed feedback on how the team is performing. This is undertaken at key points during the relationship (check-in, renewal and check-out) where they are contacted by the independent customer service specialists, RealService, and asked to rate our performance in key areas.

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10 Golden Rules for Dealing with a Disappointed Customer

10 golden rules for dealing with a disappointed customer

10 golden rules for dealing with a disappointed customer

No matter the size of your business it’s likely you will have to deal with a disappointed customer at some point.

While the old adage “you can’t please all of the people all the time” springs to mind when dealing with an issue this should never be used as a reason to shy away from the issue at hand. What many fail to grasp is that for every issue raised there could be 100 people who have faced the same problem but decided to stay quiet and to simply take their business elsewhere.

While it’s easy to play the blame game the best course of action is to remain professional and have a proactive approach to problem solving. Dealing with an issue should be seen as a great opportunity to learn and in doing so; save a deteriorating relationship, protect existing customer relationships and maybe even generate some new referrals too.

As the Head of Service Delivery I have complied these 10 golden rules on how to handle an issue raised by customer:

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8 Simple Rules for Providing Amazing Customer Service

Samantha Richardson, Head of Service Delivery & Training, Young London

Samantha Richardson, Head of Service Delivery & Training, Young London

Good customer service should be the lifeblood of any business as getting it right is what will keep people coming back to you time and again.

At Young London we have taken this to heart and customer service is central to everything we do. Feedback from our residents and landlords forms the basis of how we measure our success and reward the team.

But how do you go about providing amazing customer service?

Well it might be surprising to hear but providing good customer service isn’t as difficult as many would think! At Young London we have our 8 simple rules for providing ‘Amazing Customer Service':

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Instructing contractors

How to deal with contractors

How to deal with contractors

Contractors, and any supplier who provides services on your behalf, will be seen as a representative of your company in the eyes of your customers. As such it is very important to make sure that they have been appropriately vetted and fully understand what is expected of them.

When instructing a contractor it is always best that they:

  • Have a clear idea of your company vision, standards and ethos
  • Have clear service-level agreements, turnaround times and a feedback processes
  • Have internal methods for checking quality of the works/services carried out
  • Know the penalties for non-delivery or substandard work
  • Attend regular meetings with you to review the relationship
  • Have established a robust payment procedure

A contractor should be willing to meet the above criteria as, after all, it’s not good business to employ someone who is unable or unwilling to meet the needs and standards of your business.

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What makes a great property consultant

Samantha Richardson

Samantha Richardson

As part of my role I have the pleasure of working closely with Young London’s team of Property Consultants. Traditionally in the industry they are known as Letting Negotiators, but we see our team as being there to provide knowledge so that the customer can make an informed decision.

I use my time with the team to delve into what skills and attributes it takes to succeed in lettings as this helps me to inform our employment and training requirements.

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Back to Basics – What does it really look like?

Samantha Richardson

Samantha Richardson

One of the things that a customer will value most about a business is its ability to keep things simple.

It sounds easy doesn’t it? However, most businesses have so many customers, all wanting something a little bit different, that trying to satisfy the majority of them – let alone all of them – is a much bigger challenge than it would seem.

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