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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The benefits of ARLA qualification

ARLA

Image: ARLA

The importance of undertaking the NFoPP training, and obtaining ARLA membership, can not be understated.

The technical awards, run by NFoPP, provide in-depth knowledge of all aspects of the lettings industry, from health and safety to legislation.

Young London consider it especially important to train staff from every department so that employees know the legalities involved in the lettings process as well as the importance of getting everything correct.

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Property Sector Recruitment

Property Consultant specification
Property Consultant specification

Regular readers will know that Young Group’s letting and management company, Young London, approaches the sector with a new way of thinking.  We like to call it a new way of lettings – one that has customer service at its heart.

It’s demonstrated by Young London’s recruitment strategy.

We know how important it is for our team to know the legalities of lettings and management inside out, which is why we encourage all of our consultants to gain the NFoPP Technical Award qualification.  However, the property element of a consultant’s role is something that with the right commitment and training is not difficult to learn.

What’s more fundamental is our team’s attitude and customer service skills, which are what we look for when recruiting.  Candidates with strong customer service experience, particularly from within the retail and hospitality sectors are those who are most successful and make the most valuable contribution to the team.

The best way to demonstrate our approach is with our latest search specification for recruiting a new Property Consultant: http://www.younglondon.co.uk/downloads/OnlineJD_Property_Consultant.pdf.

 

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In Conversation: Lisa Brice

Lisa Brice

There are a wealth of leading figures in the property, investment, finance and charity sectors and we want to speak to them about their work. If you would like to feature in this series, or to suggest someone that might, please get in touch through our contact us page or let us know on twitter.

Why not take a lucky dip into our In Conversation archives and discover life:
Working with the Mayor of London
Leading a Philanthropic London network
Promoting a capital city

Today we speak with Lisa Brice, whose work is certainly varied!  If you want to learn how property, consulting, training… and horses… combine, read on!
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Selling More Bricks by Crunching Numbers

Nigel Davey

Time and money are the two things that, I’m sure, most of us would like to have more of. More money can be gained through selling more or by increasing prices with the same sales volume; time, on the other hand, can only be gained by stopping one activity in favour of another. With a finite amount of time available to us, we need to make sure we make the most of it.

What I’m talking about is saving time and money. It’s about a little bit of discipline and a bit of number crunching.

When was the last time you reviewed the return on investment (ROI) from each and every marketing campaign and route to market you use? For each and every possible sales opportunity, do you record how you came to be talking to that person? If the answers are along the lines of “a long time ago” and “no”, you may be wasting both time and money that could be used for better things.

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Staff Training in Property Industry

Having a well trained team is critical.

There are a number of ways to train such as  classroom style, practical, and the oft cited on the job training. Which ones are the most effective, or most popula

r? As often is the case, the answer is ‘it depends’. It depends on the person, what the topic is and who is running the training. Then there is the question do you do it inhouse, or have an external trainer?

At Young Group we have used a combination of inhouse training and external. For external courses we have used choose2b – Lisa is great to work with, and has that important attribute of being commercial and always looks at how her courses brings us value.

Inhouse we have recently used role playing – run by two members of our management team – and what has been most effective is not the first session, but the follow up sessions.

It is then good to see the way the team assist each other and interactive.

Another exercise was run by our Young London Contracts & Compliance Manager, where he did a quick fire 20 questions on lettings regulations.

He instigated it – which shows how people throughout a company can appreciate the need for training, not just being pushed by a sometimes distant HR/training department – and was a fun way of ensuring everyone is up to date and reads all the new rules that we send out!

However, there is no substitute for experience – training supports this. I remember when I was at British Airways (I worked there for five years as an Accountant) there was a real drive to get new blood in at the expense of experience. I felt at the time (although it favoured me personally) that people with excellent experience were being ignored. I think the correct approach is train staff alongside gaining experience.

Finding the right balance is difficult, but if you get it right the staff member, company and most importantly client will benefit.

PS – How training can sometimes have a different outcome to that expected:

I spent five years working at British Airways in the late ’90’s and went on a variety of courses, including a 3 day off site course. This was obviously a time when money was more plentiful at BA, the course even included Kevin Keegan coming along as the motivational speaker!

The course was about management skills, and working with other senior executives.

It helped confirm in my mind what I wanted to do long term, that was  ultimately I would leave BA and set up my own business!

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