New survey results have endorsed the position of estate agents on the High Street at a time when many are questioning their physical presence. Agent Winkworth questioned more than 1,000 people who had either bought or sold a property and discovered 56% preferred to communicate with their estate agent in person.
Delivering enhanced customer service from the High Street
While agency disruptors have channeled online-only operations or have moved over to serviced office locations away from the High Street, the reason behind the restructure is almost always exclusively to save money and reduce overheads rather than improve customer service.
The survey results highlight how movers seek compassionate reassurance, heightened levels of customer service and the physical presence of a trusted brand when buying, selling or letting a property. Good estate agent interior office design can help enhance all of these aspects.
High-value transactions demand high levels of trust
While phone, email, apps and online chat facilities all have their place, it has been proven that movers still favour face-to-face communication at pivotal property moments. “The desire for human, in-branch interaction should come as no surprise gave the value of the transaction and the legal aspect, which is unlike any other sale or purchase on the High Street,” comments Harry Simons, a Partner at office interior designers UK, MPL Interiors.
“In 99% of cases, a property is a person’s biggest asset and it’s a purchase you can’t get a refund on, unlike other items in the shops. Property transactions involve momentous decisions, signing of legally-binding paperwork, collecting keys and the discussion of personal, possibly sensitive details, which is always best done in person for the very best levels of service. These are just a few reasons why home movers appreciate having a High Street branch to pop in to – moving milestones that are too important or impossible to conduct online.”
With home movers still expecting to visit an estate agent in their community, fresh focus is needed on what they’ll find when they arrive.
Here’s MPL’s quick guide to creating the right customer environment
- Good signage, including an illuminated fascia, a projecting sign, and a swing sign, will help guide clients to your branch in the first place.
- A good all-round estate agent office interior design, with fresh décor and strong branding, sets the right tone.
- A dedicated waiting area will make clients feel at ease – sofas and coffee tables will create a relaxed ambience.
- A drinks station, with a glass-front fridge and a coffee machine, can be incorporated to improve the level of hospitality offered.
- A separate meeting room is essential for conversations of a private nature, especially if agents offer mortgage and financial advice.
As office interior designers UK, MPL has some stunning ‘before and after’ examples of how we have transformed estate agency branches to deliver a better client experience and improve customer service. Ask us for some project illustrations today.
