The number one real estate office in the ACT has been named as Ray White Belconnen in the 2015 RateMyAgent awards, based on independent agent reviews by vendors who sold their property.
Vendors are asked to rate their selling experience with an agent across five categories including market knowledge, communication skills, credibility, negotiation skills and overall satisfaction.
Agents reviewed from Ray White Belconnen achieved 100 per cent positive reviews in 2015, resulting in five stars across all rating categories.
Principal of the agency and third generation Belconnen resident, Ben Faulks said the award is consistent with their own findings, however still came as a nice surprise.
“We’ve been heavily focused on customer experience and this is reassurance we are on the right path.”
“When we started the business in 2010, chief amongst complaints against real estate agents was lack of feedback and communication,” Faulks said, saying this lead to their developing communication processes that ensure sellers are constantly up-to-date.
“It’s built on some head office training and our own systems. It’s nothing earth-shattering, it’s just structuring everything efficiently,” he said.
Part of their local customer experience program is a dedicated campaign manager who acts as a concierge for clients.
“The concierge ensures consistency of service across all agents and properties as well as being a second port of call if an agent is unavailable.”
Faulks credits the success and popularity of his agents to the culture they have developed in the office.
“We spend a lot of time workshopping and talking about our values such as reliability, humility and imagination – some of which are probably not common in real estate, yet are very much non-negotiables in our office.”
Leveraging head office tools and support was also seen by Faulks as a key contributor to their high level of customer satisfaction.
“We provide a settlement gift box and door bow in every single sale,” he said, adding that they also used all available reporting tools and the document builder as much as possible.
“All that builds a more efficient process for our business and a better experience for our clients.”
Ray White NSW CEO Stephen Nell said the award came as no surprise and was truly well deserved. “Ray White Belconnen are one of the leading agencies in customer experience, and this award is a testament to their dedication in putting the customer at the centre of everything they do, and ensuring the experience of buying or selling is as seamless as possible.”
Faulks’ team were among a long list of Ray White agents to achieve success in the 2015 awards, with the group featuring heavily in the top 10 for both state and nationwide categories.
Ray White Glen Waverley was rated the top agency in all of Australia and Ray White Woodville’s Peter Kiritsis was rated number one agent in South Australia.
According to RateMyAgent.com.au CEO Mark Armstrong from the 100,000 reviews posted on the site over 12,000 have been posted by Ray White clients.
For a full list of the awards, click here.
Principal | Ray White Belconnen