eae 2010 judges report
DESCRIPTION
EAE 2010 Judges ReportTRANSCRIPT
The 2010 Judges’ Report
Also sponsored by:
ContentsMessages 4Estate Agency of the Year 2010 5Best Single Office Estate Agency 7Best Small Estate Agency 10Best Medium Estate Agency 13Best Large Estate Agency 16Best Prestige Property 18Best New Homes 19Best Customer Service 20Best Financial Services 22Best Estate Agency Franchise 24Best Innovation 26Best Marketing 28Best Technology & Online 30Best Training & Development 32EAE Award for Outstanding Contribution 34Thank you to the Judges 342010 Winners Toolkit 36
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A MESSAGE FROM THE ORGANISERSThe Property Academy’s ‘Home Moving Trends’ survey, (whichcanvassed opinion from 1,500 home sellers in October 2010), highlightsthe value for estate agencies who win awards as 29% of people stated theywere influenced by awards in selecting which estate agencies to ask for avaluation and a further 5% said it was the most important factor.
These awards are the longest running in the industry andbeing in association with both The Sunday Times and TheTimes makes them highly credible to consumers whorecognise them as a mark of excellence. The added support ofNFOPP and The Property Ombudsman means they arewithout doubt the most prestigious and sought after awardsfor estate agents.
I would like to particularly thank the judges who were onceagain very ably chaired by Christopher Hamer, The PropertyOmbudsman, with Peter Bolton-King, Chief Executive ofNFOPP, acting as arbiter. Our judging panel comprises someof the most highly regarded people in property who reviewedevery entry and then interviewed every entrant, some severaltimes, and then went further with mystery shops in a numberof cases where the results were too close to call. The winnerscan be very proud that they have passed an exhaustive testconducted by true experts who are able to contrast andcompare one estate agency business with another.
This is the first year we have held two separate events – TheLettings Agency of the Year Awards are held in June and TheEstate Agency of the Year Awards in December and togetherthese events attracted entries from companies with over 5,000offices. We debated long and hard about separating the twoevents and whilst we believe there has been much
convergence feel it appropriate to recognise both disciplinesand will continue with this format in 2011. I’m thrilled thatThe Sunday Times and The Times will continue to support theevents next year.
Zoopla are our headline sponsors for both this year and the2011 awards and we are very pleased to have their support.We also have a number of category sponsors, some of whomare now supporting us for the eighth consecutive year and weare extremely grateful for this continuing commitment.
I’d like to thank every single estate agency that has taken partin the awards and applaud you all for the excellent standard ofentry that rises each and every year. I’d also like to offer mycongratulations to all of you for coming through such a toughmarket and whilst many forecast sterner times ahead I’m surethat every one of our finalists will outperform the market.
The ‘Home Moving Trends’ survey asked the question: Basedon your experience to date, would you recommend your estateagent to a friend? 84% of people said “yes” – there’s still roomfor improvement yet clear evidence that the estate agencyindustry is one we can be proud of.
Peter KnightChairman, Estate Agency Events
A MESSAGE FROM THE CHAIRMAN OF JUDGESOver the four years that I have acted in the role of Chairman of theJudges I have seen the number of entrants to the awards increase and it is pleasing that so many firms are willing to expose themselves to scrutiny.
It is the judges role to carry out that scrutiny, a process whichinvolves detailed consideration of each submission, a furthertesting of the statements made by the entrant through apersonal contact with an individual judge, and a robustdiscussion within the panel of judges about the relativemerits of each firm to identify which will qualify for an award.
Some winners this year were winners of a Gold , Silver orBronze award last year or in previous years and it is clear thatthey have sustained the high standards that won them theaccolade in the first place. Other winners are ‘first-timers’ andI hope that the award will encourage their continuedapplication to improving business operation and,importantly, customer service.
The discussions within the judging panel are searching, witheach individual judge being comprehensively tested on theirrecommendations. All the judges have given freely of theirtime and energy. A list of their names appears later in thisreport displaying the wide range of experience available tothe panel. I thank them all for their contribution.
Christopher J HamerThe Property Ombudsman
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Introducing the award forE S T A T E A G E N C Y O F T H E Y E A R
OVERALL WINNER 2010
With a history dating back over 150 years,Marsh & Parsons has certainly demonstratedstaying power through not one but severaldownturns and with the dynamism of itsbusiness model one could be forgiven forexpecting a certain level of service as standard,however Marsh & Parsons simply astonish atevery turn with their excellent business focusand attention to detail.
Managing Director Peter Rollings leads byexample, with visionary and hands onleadership. His involvement begins at therecruitment stage where he insists on seeingevery single candidate personally and it isapparent that this philosophy has ensuredevery new team member is an immediate fit inthe Marsh & Parsons family and has resulted inexcellent staff retention levels. From the outsetthe staff are encouraged to treat every day as ifit were their first and this focus on maintainingenthusiasm and passion sets the standard.There is a culture of autonomy with everyoneencouraged to manage themselves and feelempowered to make decisions.
Since acquiring Marsh & Parsons five yearsago, there was a subsequent acquisition of asecond business and since then, Peter and theteam have worked hard to create their businessas a new London-wide, middle to top-endagency with the number of offices doublingsince 2005 and profitability increasingaccordingly.
Completely focused on transparency andcompliance, the training programme is secondto none and benefits from the hands onapproach and many years experience of thedirectors. On their first day, new starters arefully indoctrinated into the company culturethrough inductions into branding, heritage,current initiatives, a ‘who’s who’ of the teamand via the ‘Find 50” questionnaire whereby
they need to research and consider answers to50 questions about services, businesses andamenities in the area surrounding their branchfrom learning about local blue plaques to theirfavourite street.
Particularly impressive was the way this agencyhas created a sales culture with a flow ofimpressive incentives from bottles ofchampagne to a weekend in Monaco whilstpositively encouraging the team to operate in afun and friendly environment. Socialisingoutside of work is frequent and everyone is keptinformed of any planned events; the sense ofteam spirit is palpable. The fact that there isless than a 5% annual turnover speaks for itself.
All customer feedback is retained and shared atweekly meetings and social media tools such asTwitter and Facebook are monitored forcomments about the business with any adversecomment dealt with professionally to transformopinion.
An early adopter of social media tools, Marsh &Parsons web presence is impressive and Peterand the team harness the power of the internetto position themselves as experts throughcommentary and blogging. Indeed, thehomepage of their website is dedicated to themost recent articles and the site is userfriendly, informative and easily navigable. Thissits well alongside the marketing which isalways innovative and well executed and showsa depth of understanding for the target marketand delivered with passion and pride for thebrand and the services.
In the words of Marsh & Parsons itself, “Localknow-how. Better results”. The judges couldn’tagree more and we are thrilled to award thegold to such a fantastic example of the best inestate agency. They are trail blazing.
Marsh & Parsons
Sponsored by
7
Introducing the award for
BEST UK SINGLE OFFICE AGENCY
Sponsored by
An exciting and dynamic business whichpunches above its weight to compete with somebig brands in its area. Clever use of marketinggives the impression of a much larger agencyand communicates an expert team that is ableto offer an experienced, bespoke and personalservice. W A Ellis has demonstrated aconsistent commitment to service andinnovation, giving them the cutting edge in
what is an incredibly competitive market place.It is apparent that the entire company has avery can-do approach and are continuallyimproving; offering extraordinarily high levelsof customer service. From mystery shop resultsto market share and high standards ofmarketing and promotion this business is welldeserving of this gold award.
W A Ellis
There is a huge energy and “buzz” about thiscompany, not just from the owner himself butfrom all concerned. With extremely prominentcorner premises, Cooke & Co is a market leaderdespite strong local competition from a numberof other independent agencies. Cooke & Co’sstrong marketing was pivotal, with itsinnovative ‘Drawing in the Sands’ campaign,
designed to emphasise their expertise and localknowledge and confirming them as an expert incoastal property. Cooke & Co has high staffretention and a strong, motivated team whichis commended time and again throughoutcustomer surveys and mystery shoppingexercises. Cooke & Co is an extremely well runand forward thinking estate agency business.
Cooke & Co
Ashington Page has not sat back and rested onits laurels after being successful last year; theyhave continued to improve their customerfacing proposition, having re-branded theircompany, refurbished their office and breathednew life into their marketing. Their efforts thisyear have also focused on improving theirmarket share in the higher end market, wherethey have increased their average sale price by
60%. They clearly are a tight team of propertyprofessionals that deliver a passionate andfocused service with impressive marketingmaterial and a user friendly, up to date website. An impressive example of an agencysetting out a challenging plan then going aboveand beyond to achieve their goals. Absolutely outstanding.
Ashington Page
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BEST SINGLE OFFICE AGENCY | The Regional Winners
GOLD - Ashington PageGold winners in 2009, the team at Ashington Page haveramped up their efforts even further. 2010 has seen themintroduce a company wide re-brand, a re-designed website withexcellent usage of social media tools, an office refurbishmentand several new services including a more efficient IT andtelephony service. This improvement in infrastructure has runalongside an outstanding training programme for the team toensure that the customer experience is improved on every level.The result of all of this hard work is an impressive 54% increasein income since last year.
SILVER - Scott FraserThe focus at Scott Fraser is on high quality, value added serviceto create what the staff call, “the Scott Fraser experience”.Completely confident in the service they offer, clients aren’t tiedinto a contract – if they aren’t happy at any point, they can walkaway. This self belief has led to excellent repeat business levelsand the team continue to work hard even after completion toensure a smooth handover and initial move for both vendor andpurchaser. Winners of the silver in 2009, Scott Fraser hascontinued to invest heavily in their business.
South East
GOLD - Thompson EstatesSilver winners last year, Thompson Estates has built on theirachievements; last year they demonstrated incredible marketshare and this has risen again to 30% in an area with over 30agents. A young, dynamic team cover the whole market fromsmall apartments to multi million pound estates and all staffare able to assist with all properties; their ethos is that the teamare all part of a family and they have created a vibrant andinviting office atmosphere. Clever and innovative marketingalongside a real interest and involvement with local charitieshas strengthened their position in their area and led to a beliefamongst customers that they are an agency that cares.
SILVER - Inspired Estate AgentsLaunched only 18 months ago in an area with over 20 agents,they have already taken a 10% market share in Guernsey. TheMD is in the office every morning at 6am which is invaluablefor international clients, and this approach has engendered acompetitive, hard working environment for the entire teamwith the focus being set from the top. Inspired Estate Agentswere able to demonstrate they are very highly regarded in theoverseas investors market and the judges look forward to evergreater things from this new agency.
South West
GOLD - W A EllisThis long established Knightsbridge firm more than holds itsweight against bigger name estate agency chains in their area.The vast experience of their long serving team coupled withtheir honest and open approach with clients is the key to theirsuccess. The entire team demonstrate fantastic commitmentand understanding across the breadth of the business - thejudges were particularly impressed with their high quality,structured approach to dealing with new potential vendors andthe hands-on approach of the partners.
SILVER - Ayrton WylieAyrton Wylie couple big brand awareness with a boutique styleservice ensuring their clients receive the best of both worlds.The partners have over 40 years experience between them andthey operate a personal and fully collaborative service, not onlyvaluing properties but also carrying out viewings and remainingthe main point of contact for clients. Demonstratingoutstanding levels of repeat custom across all areas of thebusiness, a testimonial stating, “Ayrton Wylie tells us what theybelieve to be true not what they think we want to hear", sumsup the ethos of the company.
London Shortlisted: EA Shaw
GOLD - CampbellsCementing their success from last year, Campbells remains anexceptional agency. Director Paul Campbell, is thrilled to learnfrom his peers and believes this approach can only lead toexcellence across the industry as standards become ever higher.The value placed on sharing and mutual improvement is a cleardriver behind this business with the whole team supporting thisphilosophy. The team communication is fundamental to thedirection of the company and this communication and thestandards it engenders are clearly one of the most valuableaspects as far as the (many) clients are concerned.
SILVER - Foden PropertyTaking the view that attitude and personality is as valuable asknow-how, Foden’s recruitment strategy is innovative to say theleast. The passion for their team is apparent and it is clear thatthe agency is a hive of enthusiasm, knowledge and personalityand that this view has been key in securing them the top agencyspot in their area. They understand their strengths, adhering tothem at all times and they aren’t afraid to take extrememeasures in their approach. Most apparent though was thesense of fun and family that each member of the team brings tothe agency and in turn to the customer.
Midlands
Sponsored by
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GOLD - Cooke & CoThis agency demonstrated an excellent business model; notonly did they continue to recruit through the downturn but theyretained their number one position in terms of market share intheir area, despite the opening of ten new agencies locally.Their ‘can-do’ attitude is apparent and they have raised the barinternally to ensure they are still the most respected andemployed agency in their location. Continued investment intechnology has raised their profile and Cooke & Co continue tolead the field in their employment of new tools to improve thecustomer experience.
SILVER - Northumbria & CumbriaLoyalty and longevity are the keys to this agency’s success. Astringent and personalised service has been reflected in thebusiness growth and they continue to innovate with a recentlyre-designed website and via a re-branding. A longstandingagency, they boast excellent staff retention levels and this isreflected in their knowledge and passion for their area, which issecond to none. Shortlisted last year, the team admit they havestrived to improve their already high service levels andstandards and it is a delight to award them the silver.
Northern
GOLD - Thomas & RoseThomas & Rose continue to impress with their approach toagency. The directors have ambition to become the mostqualified agents in the country and this dedication toimprovement is exemplary. A recent campaign called, “Relax”aimed at simplifying the moving process and giving consumersone point of contact for their entire experience is outstandingand has enjoyed fantastic feedback. The integrity and honestyof the entire team was clear from the outset and the continuedsuccess of this agency is well deserved.
SILVER - Squarefoot Estate AgentsA family run business, Squarefoot is an impressive agencyoffering an excellent service in their local area. A relatively newagency, which opened in the midst of the downturn, theirtenacity and passion is apparent and they have seen theirprofile boosted in recent months by appearing in the ‘Boss isComing to Dinner’ television programme, the publicity fromwhich they have utilised to their great advantage. Theirattention to the finer details stands out and their constantcommitment to improve and innovate is impressive.
Wales
GOLD - Pinkerton MurrayPinkerton Murray is a relatively new agency and impressed the judges with their business growth in a short space of timeand in a difficult market. Based in an area with a smallpopulation, the team strive to enhance their profile and capturegreater market share with professionalism, enthusiasm andexpertise. Not afraid to take a chance, they have recentlyinvested in new office premises, a gamble which has paiddividends in increased profitability and greater market share.They fully deserve the gold.
Northern Ireland
Introducing the award for
BEST UK SMALL AGENCY
Northfields entry demonstrates everything thatis good about estate agency. With anoutstanding example set by owner RichardPalfreeman, this agency is a ‘people-centric’business where both staff and customeropinion is valued and integrated into the veryfabric of the proceedings. The establishment ofa Client Care Centre has enabled their alreadyexcellent CRM programme to go from strengthto strength and clever use of simple tools such
as feedback questionnaires and marketingassessments has proved its value with anoutstanding level of repeat business andpersonal recommendation. The training &development undertaken would be impressivein an agency far bigger than Northfields andtheir enthusiasm and innovation with regard toCSR is aspirational. Everything about thisagency impressed the panel and it is a delightto award them the gold.
Northfields
2010 has seen this agency expand to fourbranches and re-establish their lettings offeringresulting in excellent growth of market shareand a real impact on the profit margin. Theheavy investment in their business is apparentand an initiative called ‘The Grid’ acts as a onestop shop for customers by offering any and allsupport they might need for their moveincluding a personalised out of hours service. Aweekly magazine is distributed effectively andplaces this agency in the position of propertyexperts through their articles on local and
national market changes, topical guides andcommunity event planners as well as fresh andattractive listings. This approach has alsomeant fantastic buy-in from the localcommunity due to their personal involvement,and an impression that this is an agency thatcares. Countless customer testimonialshighlight the fact that Philip Green & Partnerspractice what they preach and their entirephilosophy is backed up by strong and decisive action.
Philip Green & Partners
Despite the tough trading conditions, FBM hasretained all their staff, kept their promises andincreased market share, sticking firmly to theirprinciples of being honest, reliable andtrustworthy; an ethos which has strengthenedtheir focus on getting the basics right andextending their offering from there. Theaddition of several new departments andservices has allowed the staff to evolve theirskills and can only be good for the customers.
Unafraid to make changes they have spent timeidentifying where they can improve and thisapproach has led to excellent implementationof new technologies and processes resulting indirect impact on the business and the customerexperience. As an example of an agencyproviding a complete property service, FBMwere a joy to judge and should be extremelyproud of their business model.
FBM
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Sponsored by
BEST SMALL AGENCY | The Regional Winners
GOLD - Philip Green & PartnersThis company has set out a strategy to make themselves ‘worldclass’ and the judges saw every effort being made to achieve thisgoal. Over the past year, they have opened several morebranches, expanded their services and grown market share, aswell as increasing their involvement in local community. Highlycustomer focused, the team are constantly introducinginnovative ideas and they excel in using technology to improvethe customer experience and their systems and processes - anapproach which enables them to focus on face to face service.
SILVER - ImagineImagine is an impressive agency, not least due to its growth inthe relatively short time since the first branch opened. Thepassion and enthusiasm of the owner is infectious and thisenthusiasm is echoed by the team who go above and beyond atall levels to maintain the commendable reputation of thebusiness. Their attention to detail at all times is outstandingand the company statistics for listing to sales ratios, staffretention and repeat business speak for themselves.
South East Shortlisted: Streets Ahead
GOLD - MaitlandsMaitlands focus on outdoing their competition every step of theway and their dominance in the local area is testimony to thisapproach. They embrace technology whilst retaining a focus onthe basics of customer service; a key philosophy is to get theresult the customer wants in a speedy and professional mannerand the entire team is behind this 100%. The introduction of azero week sole agency contract over the last 12 months has seena higher rate of instruction and a lower withdrawal rate, theresults of which have gone straight to the bottom line.
SILVER - Wilkinson Grant & CoThis agency enjoys success year on year and once again, thejudges were impressed by their findings. Striving to exceed theexpectations of its customers, Wilkinson Grant & Co hasrecently re-launched its most successful campaign whichencourages sellers to get involved with every aspect of theselling process. Excellent marketing materials coupled withthis transparent and open approach has led to them out-sellingtheir nearest competitor by over 30% over the same timeperiod. Excellent.
South West
GOLD - NorthfieldsBuilding on the success of last year, Northfields has seen itsbusiness grow from strength to strength. Led from the top, thepartners encourage team feedback and opinion sharing with theresult that the business and its philosophy has complete buy-infrom the team. Great marketing materials, consistent growthand excellent staff retention all highlight that Northfields is anoutstanding agency in every way.
SILVER - Greene & CoGreene & Co continue to impress across the board, not leastwith their ongoing commitment to CSR. Their missionstatement to, “care for our clients and each other’, is apparentin every business decision, including the innovativeintroduction of a legally binding Goodwill Charter aimed atencouraging fair play and honesty from both sellers and buyersthroughout the moving process. This approach is one that hasreaped huge benefits both in terms of staff retention, which isimpressive but also in the high esteem in which they are held bythe local community.
London
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BEST SMALL AGENCY | The Regional Winners
GOLD - Karl Tatler Estate AgentsIt will come as no surprise that once again Karl Tatler has takenthe gold. An outstanding agency which demonstrates year onyear why it is one of the best agencies, not only in it’s locationbut nationwide. Having invested in opening two new officesthis year, they have seen their market share jump to 48% andincreased turnover and profits accordingly. Led from the top bya highly motivated and enthusiastic individual, they have notlost a single member of staff to the competition in14 years, andthis loyalty and pride in the company extends to the team’shuge involvement in local community projects.
Northern
GOLD - FBMIt is apparent that FBM know their stuff and operateaccordingly. The directors are fully involved at grass roots leveland operate a transparent business model with the team alsofully aware and involved at every level. Innovation isencouraged and a personally delivered sellers guide has seenlisting conversions rise by 40% in recent months with increasedmarket share alongside. Significant investment in newtechnology and software has increased efficiency enabling anever better customer experience.
SILVER - Williams & Goodwin – The Property PeopleInvolved in a national level to raise the education standards inthe industry, Williams & Goodwin practice what they preach,with training and personal development at the core of theirbusiness. The culture is one of continual improvement for allaspects of the business and all staff have their development tiedinto the company goals and results. Innovative use of iPads andmarketing materials has resulted in all three offices beingmarket leaders in their area. Enthusiastic involvement in thelocal community is only the icing on the cake for their excellentbusiness model.
Wales
Sponsored by
GOLD - HartleysA strict adherence to monitoring all key criteria ensuressuperior service levels and attention to detail. The team is keptfully engaged with the direction of the business and there is aculture of sharing ideas and innovations which has enabledthem to retain and expand their energetic and qualityemployees. Taking the approach that they’d meet the recessionhead on, they have expanded their offices and offerings over thepast year, which has led to well deserved business growth and ahigher profit margin.
Midlands Shortlisted: Birmingham Property Group
Introducing the award for
BEST UK MEDIUM AGENCY
In a tough category, this agency is impressive.Since acquiring the business in 2005,Managing Director Peter Rollings has taken hisoriginal vision for what he wanted toaccomplish and has achieved this and more.Backed by an expert and passionate team, hehas taken this long established agency, doubledthe number of offices and built a strong brand.The sense of pride the team feel for the
business is apparent and it is clear they workhard to build on the sky high standards in placeand have fun doing it. Their utilisation of socialmedia and online from day one was pioneeringand remains inspirational and most of all theydeliver what they promise with expert localknowledge and customer service levels of thehighest degree.
Marsh & Parsons
Newmans are successful year after year at theseawards and it is their continued dedication,passion and excitement for the industry thatenables this success. The sheer number ofexamples of the team going over and above thecall of duty to help customers was breathtakingand the volume and quality of marketinginitiatives are exemplary. It is particularlynotable in this agency that marketing andcustomer service are so interwoven into the
fabric of the company that they almost cannotbe separated; a view borne out by their profitand local market domination. Training iscomprehensive and extensive and theiradherence to transparency and compliance is commendable. A constant search for newideas and innovation reaps its own rewards fora top notch agency which continues to impress.Well done.
Newman Property Services
A long established and customer driven agency,Beresfords boasts a highly experienced andknowledgeable team who embrace traditionalstandards and new innovation extremely well.Their investment in online media has beenincreased with the result that they are workingtowards their own online newsroom to belaunched next year which will join their already
successful Beresfords TV channel. They workclosely with Trading Standards and the bespokecompliance course covers all mandatoryregulations and topics and more. The directorsare completely involved in the daily running ofthe business and the family atmosphere they’vecreated over the past 40 years has produced abusiness to aspire to.
Shortlisted: Thornley Groves
Beresfords
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BEST MEDIUM AGENCY | The Regional Winners
GOLD - BeresfordsThis agency stands out for living up to their own highprofessional standards throughout all their operations. Theirexcellent website, online TV channel, exclusive magazine and e-zines and thorough embrace of new technology is matchedwith a traditional dress code, extensive sponsorship of localcharities and excellent standards of training and recruitment.This knitting together of all the best aspects of old and new hasmade them a stand-out winner in their category
SILVER - Thomas MorrisThe judges were impressed by the dedication shown by thisagency to continuous professional development, havingestablished a training company that not only operatesinternally but is also responsible for training and consultancy to hundreds of agencies across the industry. The partners areinvolved in every aspect of the business and the entire teamendeavour to give the best customer experience they can fromthe initial enquiry through to any legal, conveyancing andmarketing requirements. This last year has seen a successfulrebrand which has led to business growth and greater market share.
South East Shortlisted: Sharman Quinney
GOLD - Wood’s Estate Agents (Newton Abbot)Widely known and trusted locally, this agency has worked hardto support the community and local charities and has beenrewarded with an increasing share of what has been achallenging market. A strong, co-ordinated marketingcampaign, including video presentations, that played on theirname helped to raise their profile, while fundraising andcharitable ventures brought in favourable editorial content aswell as driving business. A highly effective team effort whichhas delivered great results.
SILVER - WebbersEstablished in 1924, Webbers is a shining example of brilliantestate agency. Every staff member is a shareholder meaning theresults of the business are personal; and customer servicesurvey results show this approach works. The directors strivefor continuous improvement via every channel with the resultthat their knowledge and understanding of the industry and the market is second to none; a strong training programmemeans this is filtered down to the team and Webbers can offertheir clients a superb level of service which is outstanding inevery way.
South West
GOLD - Marsh & ParsonsA mixture of old-fashioned strong customer service andinnovative modern business techniques, this agencyconsistently delivers results to the highest possible standards,thanks largely to the knowledge and dedication of the team.Such inventive offers to their clients include vouchers for a localhandyman service, well targeted use of social media, excellentstaff development and fast paperless contracts. The highquality, expert staff put their heart and soul into providing asuperior, hands-on service and reap the rewards in theirbusiness results with fantastic growth and impressive market share.
SILVER - Martyn GerrardA long established firm, Martyn Gerrard is a family run agencywho successfully dovetail a traditional approach withentrepreneurial flair. High on integrity, the majority of theirbusiness comes via repeat customers and personalrecommendation. They seek to employ local people with expertlocal knowledge and when this is coupled with the superiortraining standards they set, their team offer a service that isexemplary. They maintain excellent records enabling them toanalyse their results and build upon their successes, and thiskeen attention to detail across all areas of the business hasenabled them to evolve their business year on year.
London
Sponsored by
GOLD - Newman Property ServicesWhat is so striking about this agency is how highly their peersin estate agency speak about them, praising them in glowingterms for their focus and reputation for going the extra mile.Newmans continually demonstrate their passion for their team,their clients and the industry and it is this consistent approachthat sets them apart. Strategic marketing campaigns, in whichthe agency take control of all aspects, from contentmanagement to graphics, recruiting, retaining and continuallysupporting staff, and providing consistently top-notch servicehas made them stand out and succeed in a challenging market.
Midlands Shortlisted: Newton Fallowell
GOLD - Thornley GrovesBy expanding their business in a contracting market, thisagency has increased its market share through making suretheir business is as reactive and diverse as possible. Using newtechnology such as iPads and an updated website to provideimmediate action and feedback for customers, they are a well-balanced, well-run business offering a strong service across theboard, from urban city centre flats to top end homes in the leafysuburbs and countryside. Once again demonstrating animpressive dedication to their customers at every point ofcontact, the team at Thornley Groves are to be congratulated ontheir jump from the silver in 2009 to this year’s gold. Well done.
SILVER - Manning StaintonListed as one of the Best 100 Companies to work for due to stafffeedback, Manning Stainton seek to inspire and innovate atevery level. Their stringent recruitment standards and highstaff retention enable them to form real relationships within theteam, which in turn filters through to clients and thecommunity. They continually invest in new technology and2010 has seen them rebuild their website from scratch andexpand their business, with the addition of an auction divisionand plans underway to expand and improve their offices. Theintroduction of several ‘how-to’ guides has enjoyed excellentfeedback from clients and they continue to introduce newservices at every level.
Northern Shortlisted: Dacre, Son & Hartley
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Introducing the award for
BEST UK LARGE AGENCY
Connells has produced impressive financialresults despite a tough market and this resultcan be ascribed to the great efforts they make tounderstand their market and how they harnessthis information to improve and enhanceservices to aid their clients. For a largecompany the entrepreneurial flair displayed isinspirational with many ideas suggested byfront line staff being implemented to greatsuccess. Across all media, the marketing worksto highlight the key points of difference of
Connells and the heavy investment in trainingmeans every employee adds value and weightto the claims they make. Systems andtechnologies employed are constantlymonitored and adapted where necessary formaximum efficiency and Connells’ level ofcommitment to customers, the team and thebrand at every stage of the home movingprocess is exemplary. An outstanding businessmodel that stands out as excellent.
Connells Group
Chesterton Humberts has enjoyed an amazingyear from both a business and customerperspective. Excellent profits have beendelivered through a combined effort of shiftingfocus onto high value sales and through theprovision of quality, high calibre customerservices. The opening of branches in Moscowand the Middle East has raised their profile and2010 saw them take on and sell extremely highlevels of prime market property in Central
London. A marketing initiative that told thestory of each home’s history was a superb wayof selling target properties as well as generatingexcellent local PR for the agency and the homesthemselves. This also allowed the creation ofonline add-ons such as their award winning‘House Historian’ blog. This hard work andvision has paid off with a dramatic turnaroundin profits for the recently merged company andthey take the silver award.
Chesterton Humberts
Arun Estates impressed with their ability togrow as a large business whilst maintaining aboutique agency mentality and service and theyhave achieved excellent financial success in2010. The entire team at Arun appreciate thevalue of relationship building and areconsistently open and honest with customers toensure they understand the market and theconditions under which they will be moving.
The agents are trained to be ‘marketers’ firstand foremost, ensuring the needs of buyers and sellers are at the heart of any decisiontaken. They are proud to be a company thatenjoys the business of estate agency and strive to build a reputation on a foundation of strong customer service ethics, honesty, funand expertise.
Shortlisted: Chancellors, Hamptons International
Arun Estates
Sponsored by
Introducing the award for
BEST PRESTIGE PROPERTY
Fine & Country offer an unrivalled consistencyof quality branding and high standards acrossevery aspect of this niche market; the result ofwhich is that clients are able to buy prestigeproperty through a network of highlyprofessional and committed agencies who candeliver a superlative prestige service. The firstto embrace the innovative and highly successful
use of 'lifestyle marketing' of homes to bring anew dimension to property marketing, theyhave built on this year on year and continue toimpress through their marketing, stringentrecruitment process and business growth. Thisconsistent and committed approach wins theman extremely well deserved gold award.
Fine & Country
An independent company whose love ofproperty is palpable, Beresfords understand theprestige market and cleverly utilise a very highquality team of individuals with a wealth ofindustry knowledge to deliver their prestige butpersonal service. Following on from their
recognition as the silver winner last year, theyshowed they are continuing to punch abovetheir weight. Their entire service offering ishands-on and high quality from the initialenquiry through to their expertise andmarketing materials. Excellent.
Beresfords
Wetherell is a business that knows its stuff. Theknowledge and understanding this agency hasof its local area and client base is absolutelyoutstanding and should serve as a benchmarkfor the industry, not least due to its location inone of the most demanding and discerningproperty markets in the world: Mayfair. Thevision for this agency is absolutely shared by
the entire team and the judges were mostimpressed by the way in which they utilise thetop innovations across all media as well as theirauthoritative yet approachable marketingcampaigns and communications. The perfect prestige service for an extremelyprestige market.
Wetherell
18
19
Introducing the award for
BEST NEW HOMES
Vital to any estate agency is local knowledgeand knowing every nuance of your market.Pygott & Crone is Lincolnshire to the core,offering a personal service to local and nationalbuilders. Priding itself on attention to detail,the new homes department breaks down apiece of land to the last square foot, withcomprehensive market analysis to givedevelopers full information. Local expertiseenables an honest and transparent approachleading to impressive client retention over theyears. Innovative marketing and
comprehensive training ensures they are wellrespected and utilised by smaller builders whomay not have the budgets for big campaigns. Astrong business model enabled them to assistbuilders during the downturn through theirsales and marketing expertise and competitivepricing. Pygott & Crone demonstrate anenjoyment and hunger for this market; a potentcombination between agents and developerswhich has enticed the panel to award them thegold. Outstanding.
Pygott & Crone
With a vast new homes offering, Connellsmanages to deliver a personal, bespoke serviceto its developer clients, well aware that in thehousebuilding industry one size doesn't fit all.New homes are integrated into the branchnetwork, with a deep-rooted intelligence of newbuild properties acting as an extension of thedeveloper's business. They offer the full rangeof new homes services from land sourcingthrough to sales and Connells demonstrates
time and again that it is a partner fordevelopers, expanding its work for andunderstanding of Housing Associations, andbuilding on the support of its subsidiaries, suchas The New Homes Group, to gain access to awide range of support services, such asmortgages and conveyancing. Continued heavyinvestment in this area means Connellscontinue their exemplary new homes offering.
Connells Estate Agents
Offering a one-stop shop, Sequence exhibitsgreat versatility and a diverse and highlyrespected portfolio. It has an innateunderstanding of housebuilders’ requirements;not an 'us and them' approach but apartnership, building strong and lastingrelationships with clients and priding itself onits entrepreneurial flair in delivering new homesolutions. The entire department aspires to be'new homes champions'. It responded to thedownturn by setting up a property recoverybusiness called Resolve to help banks andadministrators shift stock and move sites, orgain rental income from sites, without floodingthe market and continues to investigate ways toinnovate and maximise its new homes offering.
Beresfords combine a commitment to the bestin technology and innovation with an invitingand friendly environment. They certainly knowand command their local market in Essex andGreater London. Training includes adevelopment awareness course and trainees areconstantly encouraged, absorbing them into theBeresfords culture as agents of the future, and alow turnover of staff suggests they breed theright culture. Beresfords did not cut theirmarketing budget in the downturn, but soughtto increase market share, which it achieved.They pride themselves on their local knowledgeand can offer developers a full and flexiblerange of services alongside an impressivecollection of testimonials.
Shortlisted: The Cameron Group, Streets Ahead
Sequence Beresfords
Sponsored by
20
Introducing the award for
BEST CUSTOMER SERVICE
In a category where the standard of entry wasextraordinarily high, Newmans’ submissionreally stood out. They have measurable servicestandards in place for every aspect of thebusiness, and rigorous systems ensure theseare met consistently. Standards are maintainedby regular training, filmed mystery shops andservice questionnaires which can be completedby any customer at any time via the website.There were numerous examples of servicebeyond the call of duty such as a negotiatorspending his whole weekend redecorating ahouse for an elderly lady following adversereaction to the viewings. It sold a few days
later. Service innovation is clearlydemonstrated with the re-introduction of aholding deposit for all purchasers to increasetheir commitment to the purchase. They havealso launched a service for Probate clientswhich includes cleaning the property,maintaining the garden and preparing theproperty for sale. The deciding factor thoughwas the overriding sense that Newmans viewcustomer service as a discipline in its own rightrather than as a strategy to increaseprofitability. Their customer care is trulyexceptional and they are worthy winners.
Newman Property Services
During a period when many estate agents weremaking cutbacks W A Ellis made a hugeinvestment in improving their servicestandards. The staff received external trainingon how to succeed in a more difficult housingmarket and many business processes were re-designed, for example, prior to every valuationthe valuer will carry out a land registry search,research the property’s planning history andobtain comprehensive comparable evidence inorder to ensure the most accurate valuation.Service standards are monitored using QMS
procedures and service questionnaires and theteam constantly step outside the normal realmsof customer care to get the job done including asenior partner personally removing anunwanted piano from a property to enable aspeedy completion. The greatest testament toW A Ellis’ service standards though is the veryhigh number of repeat and recommendationclients and the fact that they have wonsignificant market share and maintained theirprofitability during the downturn.
W A Ellis
The customer service standard offered byGreene & Co is outstanding; not least due to thesheer volume of innovative ideas theyimplement. They have documented servicestandards and rigorous procedures in place toensure that the entire team goes above andbeyond every single time. Their philosophy isthat it is easy to give excellent service to onecustomer; it is remarkably difficult to giveexcellent customer service to every customeryet Greene & Co achieve this time and again.Continued investment in training has reaped
rewards and there were several great examplesof customer service innovation including a selfpublished book entitled, “101 Things an AgentShould Tell You”, and a Goodwill Charter,designed to ensure a smooth and honesttransaction between vendors and buyers. Takeup has been around 50% which is anextraordinary achievement. There is a strongcorrelation between good customer service andprofitability and this is borne out by the factthat 2010 will be a record year for Greene & Co.
Shortlisted: Connells Group, Streets Ahead
Greene & Co
Sponsored by
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08000 199 944 [email protected]
22
Introducing the award for
BEST FINANCIAL SERVICES
Maintaining the high standards that saw themtake the gold in 2009, Connells continue toinnovate and impress with their financialservices offering. Aiming to be the industryexperts in mortgage provision they offer over1,000 mortgage products and all their highlytrained team are experts in their field.Dedicated to compliance, a specialist teammonitor the quality and standards in-houseand detailed analysis has shown that high
numbers of successful completions can bedirectly linked to customers’ use of themortgage services offered by Connells. A newwill writing service has been introduced and thetake up rate speaks for itself. A robust andconsistent service offering has ensured thatConnells remains market leader in this areaand their pioneering ideas and innovations setthe standard for the industry.
Connells Group
As an independent agency, the directors atBeresfords took the view that they would beindependent mortgage advisors, an approachthat required substantial investment but whichhas paid absolute dividends, not least since thesuccess of this department has led toBeresfords outsourcing their expertise to
smaller agencies who cannot offer financialservices in-house. The customer care standardswhich go along with this are exceptional andthe team focus on the value of communicatingwith customers promptly and pro-actively;their 99% referral and approval rating provesthis approach works.
Beresfords
Your Move took the position of introducing fees during the downturn due to the increasedwork and research necessary for mortgageapplications, a move which has increasedprofits significantly. A successful programmehas been developed to revisit and advisehistoric customers which has resulted insavings for the clients and profits for theagency. Strong measures are in place to ensure compliance and any complaints areanalysed at board level on a monthly basis. At a time when many agencies were tighteningtheir belts Your Move should be congratulatedon the acquisition and successful integration of the financial services arm of Halifax EstateAgency. An inspiring model.
Reeds Rains offers an aspirational level ofservice and products backed up by expertknowledge, strong compliance andcomprehensive systems. Their commitment totheir clients is backed up by their ‘Advice forLife’ mission statement, which is given to allclients and loyalty is encouraged by the feestructure; clients pay a fee for the firstmortgage arrangement but any subsequentapplications are fee free. Their well-developedand stringently maintained databases are fully utilised to market their services andknowledge. A culture of continuous andthorough training is the icing on the cake forthis strong contender.
Your Move Reeds Rains
Sponsored by
Winston Churchill once said, “To improve is to change; to be perfect is to change often”,
but despite this very thought-provoking sentiment, most people struggle with change, even when the changes involved are seen as positive.
Over the last few years most of us have been forced to change: our business model, ourprocesses, our people, our marketing, and much, much more. In hindsight most of the changes
that we make are seen as the right thing to have done at the time, and particularly over these lastfew tough years many changes that we have made have ensured the survival of our businesses.
At The Talk Group, we are no different. We have made many improvements to our business, ourmodel and importantly our proposition to ensure that not only have we survived the economic
downturn but we are now prospering because of it. We will end 2010 with a salesforce 60%greater than we started it and with a proposition that provides a solution to every Estate Agent
that wants to improve the effectiveness of their Financial Services.
At The Talk Group we understand that change can be difficult, so we work very closely with you and your team to minimise the downside of change and maximise the positives. Ourproposition allows for a seamless transition allowing you to focus on what you do best,
selling houses, and let us focus on what we do best, “help you make more money.” (extract from our Partner Pulse Survey 2010)
Don’t just take our word for it….ask any of our Business Partners about why they won’t be changing their FS Partner anytime soon.
To discuss our proposition, contact our Head of Business Recruitment:Verona Frankish [email protected] or 07969 918374.
24
Introducing the award for
BEST FRANCHISE
The judges found Xperience to be a healthy,forward thinking company which givesfranchisees and consumers confidence andpeace of mind. Still led from the helm by theman who started it all 20 years ago, Xperiencecontinually develop their offering to ensure thebest possible outcome for the franchise, ownersand customers. This past year has seensignificant investment in training andtechnology meaning Xperience franchisees areamong the most qualified and well equipped inthe country. There is a culture of differentiationand they are proud of the unique selling points
they offer, not least the position that newfranchisees are only recruited if they have atleast five years estate agency experience.Marketing support is excellent and financedthrough a one off annual payment; anythingelse is provided at no extra cost. Tried andtested systems and processes leave no marginfor error and are carefully managed. Thisapproach of strong branding and superiorsupport means franchisees are able to get onwith the business of selling houses and makinga profit. An excellent example of franchising atits best.
Xperience
Goodchilds cares about its business and theoverriding aim is to provide a platform forfranchisees to launch successfully then to worktogether to build a business according tofranchisees aspirations. Boasting theimpressive statistic that they have never lost afranchisee or closed a branch, the strength ofthe systems and processes behind the scenes iscommendable and really illustrates thatGoodchilds has been a franchise operationfrom day one. Autonomy is key and branches
show a degree of individuality whilstmaintaining the branding and high standardsset out by the parent company. Franchisees are offered excellent networking opportunitiesand the chance to learn and share with eachother, a culture singled out by the judges ascommendable, also commenting that thecommitment, innovation and caredemonstrated by Goodchilds was a pleasure to judge.
Goodchilds
Your Move offers an excellent, allencompassing proposition backed up by arecognised brand, superb training and multi-income streams. There is a superlative focus onthe support required by franchisees and thestrong set up only serves to facilitate thisrequirement with ease. An efficient ability torecognise and react to market changes hasproved invaluable and franchisees are givenevery opportunity to generate added incomethrough centrally designed initiatives and
services whilst working with their teams ontheir own ideas and campaigns to maximiseprofit. Their website design is particularlyimpressive and the sheer volume of trafficspeaks volumes about its accessibility, ease ofnavigation and consumer confidence.Franchisees feel protected by the strength andsize of the brand and the high street presencewhilst remaining confident they are in chargeof their own business.
Your Move
Sponsored by
25
Could ‘it’s in the post’ be a phrase of the past? Thanks to our enhanced conveyancing service it could be if your clients use myhomemove!
Over several years myhomemove have established a reputation for innovation in the conveyancing industry.
As the country’s largest independent provider of moverconveyancing services we’re constantly looking forways to improve the way we offer our conveyancingservices to both agents and clients alike.
In today’s fast paced world there is an ever increasingreliance on technology to make things happen morequickly and with less hassle. Conveyancing is no different.
Enhanced ConveyancingWith myhomemove’s new enhanced conveyancingservice we’ve built on our existing market leadingservice with a truly unique approach to makingconveyancing quicker and easier.
Avoid postal delays – review documents on screen in seconds Movers can now review letters and documents onlineinstantly. Clear instructions are provided highlighting theaction they need to take on each document. So insteadof waiting around for things to arrive in the post, at therisk of delays or industrial action, everything is there, onscreen for immediate review.
In addition to this, clients can complete forms online straight into their casefile. They can even scan and upload documents such as their ID forms,further reducing the frustration of postal delays.
But what does this mean for you?This easier, more accessible route into conveyancing provides another great reason for your clients to say yes to conveyancing from myhomemove.
With faster completion times we’ll be able to increase our Agents’ pipelineconversion, meaning faster payment of Agents Fees and, even better, plenty of happy and delighted clients!
Moving Made MobileFor clients who are on the move our enhanced service is now mobile. We’ve created a secure mobilesite, allowing clients to log in and review new documents around the clock…from anywhere in the world!
For the first time ever clients can carry their entire case file in the palm of their hand.
SPONSOR
To find out more about the enhanced conveyancingservice from myhomemove contact Stephen Hayter on 07780 662975or email [email protected]
Enhanced Conveyancing is in addition tothese great benefits from myhomemove…
EA Fee Paid on Exchange – No need tochase, or even raise an invoice, with ourunique fast exchange service.
Market Leading Panel Service – Designedwith needs of clients, agents and lawyersfirmly in mind!
Search Guarantee – So your buyers won’tbe caught out if their purchase case fallsthrough!
Unique Online Service – Now even betterwith our enhanced conveyancing service!
Points Based Rewards for yourNegotiators– In addition to a referral fee, you and your colleagues can earn points forthe work you send our way!
26
Introducing the award for
BEST INNOVATION
Recognising the growing popularity ofhandheld technology as a potential newplatform for online property, the Hamptonsonline team took the decision to invest in a newinnovation for Apple’s iPhone; a dedicatedproperty search application that would be thefirst of its kind from a UK residential agent.The launch of the iPhone app and subsequentiPad app has generated an enormous amount of
PR for the agency, proving very popular withHamptons’ customers and reflected in theprofit margin. The app has been adopted across all branches as a market appraisal tooland has been successfully employed duringviewings, giving agents a handheld tool toaccess the entire Hamptons portfolio at thetouch of a button.
Hamptons International
Already boasting a strong commitment to CSR,Streets Ahead were investigating local charitieswhen they came across Nightwatch, whichhelps and supports the homeless and roughsleepers in Croydon 365 days a year. StreetsAhead worked with Nightwatch to launch the‘Blanket Appeal’ during the very cold winter.Promoted in branches, through editorial in thelocal paper and via door to door leafleting, thisappeal generated an enormous response from
local people as awareness of this issue andStreets Ahead involvement grew. The staff tooka hands-on role, and encouraged customers todo the same, distributing blankets and directlyhelping many homeless people. The result ofthis campaign was an increased sense ofteamwork and direct help for a local good causeas well as an increased local profile and a rise ininstructions for the business.
Streets Ahead
In a challenging market, customer retentionand the cross-sale of other services, such asconveyancing, are absolutely critical to asuccessful agency business. Connells hasproved its exemplary market awareness onceagain through the roll out one of its mostsuccessful and profitable cross-disciplinaryproducts to date, the “£99 HIP with HomeConveyancing” proposition. This product
meant that the seller was able to continuemarketing their property for as long as it tookto sell without paying Connells the full cost ofthe HIP. This encouraged customers to remainwith Connells, and with Connells HomeConveyancing until the property was sold. As aresult, conversion on Home Conveyancing forcustomers that needed a HIP was 96%.
Connells Estate Agents
Sponsored by
27
I’d like to congratulate all the nominated companies today and it isgreat to be associated with so many of those attending. I’ve neverbeen afraid to shamelessly hang onto the coat-tails of our clientswhen they win awards and you can be sure I’ll be insisting that oneof the main reasons for their silverware is the RPS software. Sowhen you hear a lone table cheering for multiple awards we’re notsimple, well that’s a half truth, we’re just basking in theirbrilliance!
Before 2009 you could say that Reapit was one of the industry’sbest kept secrets, and I frequently did. However over the last yearwe’ve had another incredibly busy year, rolling out nearly another400 offices and Alan Sugar wouldn’t have been able to recruit stafffast enough for us to cope with demand.
Traditionally you would go to these events at the end of the yearwith a view to seeing which provider they would pick to installover the quiet period at Christmas. We’ve unfortunately blown thatapproach out of the water with a waiting list back to April 2011.Whilst other providers have been quiet happy to take on business atany cost we won’t just take on new clients if it means that theexperience to them or our existing customers and our staff isaffected. By taking this somewhat conservative stance we ensurethat our best efforts are dedicated to you. Anyone that thinkschanging home is stressful should see how difficult movingsoftware providers is if not handled correctly.
We have an unparalleled client base and whilst our competitorsboast the 0.5% crew we have Knight Frank, Hamptons, Strutt andParker, Marsh and Parsons, Cluttons, Jackson Stops and Staff, JohnD Wood, Carter Jonas and Chesterton Humberts.
Some of the strongest regional independents use our software toowith Romans, Townends, Bradleys, Pygott & Crone, Hunters,Dacre Son and Hartley, Manning Stainton, Webbers, MichaelGraham, McCartneys, Greenslade Taylor Hunt, Andrew Grant,Miller and Son, Bidwells, Graham Butt, Sarah Mains, MichaelPoole, Cumberland Property Services, White & Sons, HilberyChaplin and Wilkinson Grant all using our software.
And to round all those off we can assure our clients that scalabilityisn’t an issue as we have around 1000 of Countrywide’s officesusing our software.
Why does all this this matter to you? Other than a great excuse forme to eat into the 1200 words for this editorial, is there much to besaid for having so many of the big names using RPS? I would arguethat it is absolutely vital that you sign up for a provider that hassuch a number of market leaders, because whilst we won’t hesitateto say what a good job we do, the simple truth is that the majorityof our enhancements come from our clients. It becomes a virtuouscycle of adding some of the most innovative names in the industryand them in turn driving the product forwards.
With so many clients nominated for awards today it’s exciting alsoto be nominated for an award ourselves. I think it shows what aclose relationship we have with our clients with Reapit havingbeing nominated for Supplier of the Year; incredibly 64% of ourbusiness comes from these referrals from clients which is fantasticnews for someone who hates cold calling!
I’m obviously biased but I can think of no more important choice toa successful agency after picking the right people than to opt for theright software package. Systems like RPS should be the absolutebackbone of a business, if they’re not the hub of what you’re doingthen frankly you need to re-assess the way it’s being used in yourcompany.
If you’re using a legacy package that is stopping you effectivelycommunicating via post or email to this goldmine of business thenyou need to assess why you’re using them. If it’s down to the old ‘ifit ain’t broke’ argument then I’m here to tell you it is broken andworse than that, it’s holding you and your business back.
The most common question asked is how easily can you upgrade usfrom these systems and the simple answer is it isn’t! There areplenty of snake oil salesmen who will tell you that it’s a piece ofcake to migrate from one system to another but the truth is that it isan incredibly complex process. We throw more resource at it thanany other provider in this industry and there are still always timeswhen the principal thinks ‘was this the right call?’ People don’t likechange, it’s an inevitable reaction and it’s why people stick withsoftware packages in other walks of life for far too long too.
However why we are the right choice is because we understandwhat works, no other provider has the same knowledge in rollingout software to multi-office estate agents as we do. RPS is inaround 2,500 offices which is by far and away the largest singleprovider around and there are two fundamental reasons for this.
The first is that we don’t try to hoodwink prospects that re-keyingdata from your legacy system is a good training exercise. We offera comprehensive data conversion service from most of thepackages within the industry and have undertaken bespoke systemstoo. Because of this not only your live data but your archive is alsobrought into RPS to be accessed at will.
The second reason why the move is easier and indeed why ourclients use such a high percentage of the system is that we includetraining free of charge. So many of the companies here today willput a lot of their success down to training and we agreewholeheartedly with this approach. Our dedicated, on-site initialand six-monthly training with Reapit is also included in the overallprice – we know that on-site training directly benefits an agencyand ultimately this will drive those referrals back to us so whywould we possibly want to ration your ability to use the softwareby imposing a £600 day rate for training?
So I would suggest that the main jist of this article comes down to avalue for money argument, yes we are typically 3 to 4 times thecost of our competitors but why would you want to rest yourbusiness success on something that costs in some cases as little as avirtual tour a month?
Red Adair said “If you think it's expensive to hire a professional todo the job, wait until you hire an amateur.”
I concur!
Good luck to everyone today and we’d be delighted to talk furthereither on the stand or on 0845 3302965 or visit www.reapit.com tosee what our clients think about us.
Comment by Simon Whale, Director of Reapit
28
Introducing the award for
BEST MARKETING
It is a delight to award the gold to Fine &Country following their success as a silverwinner last year. The pride it takes ininnovation is palpable and this enthusiasm andexpertise is captured in their clever use ofmarketing tools which are absolutely tailored tothe target market. Their approach to lifestylemarketing should be seized as a shiningexample by the rest of the industry and theteam understanding of how marketingmaterials and tools support the brand is
commendable. Every campaign is executedeffortlessly across appropriate and wellthought-out media and the Property Exhibitionat their Park Lane office is a prime example of aclever idea done well. Clients and agents fullyunderstand the weight, expertise and breadththat Fine & Country have behind them andembrace the company accordingly; surely thepoint of any marketing campaign and they fullydeserve the gold.
Fine & Country
A long established agency, Andrews & Partnerslaunched their “Property Services’ campaignthis year to great success. Starting with aspecific objective to increase their brandawareness in the competitive London market,every aspect of this campaign was undertakenwith this in mind; the end result being that asecondary campaign commenced alongside anda brand refresh for the company was instigated.The willingness of this consistent andtraditional brand to take risks and evolve is
outstanding. The results Andrews was able todemonstrate showed that the multi facetedattack worked wonders and their market sharehas increased as has their profit margin.‘Property Stories’ is an accomplished andpolished undertaking; it is based on theuniversal truth that our homes are full of ourhappiest memories and the slick andprofessional execution is awe inspiring. We aredelighted to award them the silver.
Andrews & Partners
The campaign executed by Newmansimpressed the panel on every level. A fourmonth enterprise leading up to a gala polo dayat Royal Leamington Spa Polo Club has reapedfantastic rewards for the business in terms ofcustomer and team goodwill and on the bottomline. Designed to increase awareness,instructions and listings but also as a thank youto previous and existing customers and the
team, the results show these objectives andmore were achieved. The fact that they haveannounced the dates for next year’s event andare already receiving enquiries is testimony tothe success of the day. Run across all media thehit rate and branding is impressive and thedata collection has been stringent in order toaccurately measure and assess the resultswhich were top notch.
Shortlisted:Hamptons International, Pygott & Crone
Newman Property Services
Sponsored by
30
Introducing the award for
BEST TECHNOLOGY & ONLINE
Xperience subscribe to the view that technologyand its development is key to its business.Recognising that technology is a tool, not ameans to an end, their online presence andback-office systems are designed tocomplement and enhance their service offeringand ease their customers’ journey. Each of the four Xperience brands has seen a websitere-design this year and the team has worked
closely with the web designers to ensure theycan capture all information needed internally totarget customers successfully. The datagathered has also enabled them to change thelayouts and pages on the websites to ensurethey are easily navigable and comprehensive.An excellent understanding and usage of socialmedia, e-marketing, intranet and blogging sitsalongside to win Xperience the gold.
Xperience
2010 saw Manning Stainton take the decisionto re-build their website from scratch toincorporate innovative features and tools toenhance the customer experience and reflectthe brand values. Alongside this was anoverhaul of internal technology and their taskmanagement system which has allowed theteam to achieve consistent high levels of
service. The online strategy has been carefullyplanned and rolled out across the boardincorporating a strong individual website, useof portals and social media and blogging all ofwhich have combined to add real, tangiblevalue to the customer with the result thatinstructions, market share and the profits have increased.
Manning Stainton
A comprehensive website is a great startingpoint for potential clients who want to knowabout this agency. Fully up to date with easilynavigable and clear information the brandingand appearance is slick and professional andbacked up with in-depth information andinnovative tools. Every aspect of technologyusage is considered in terms of customer
experience and profit margin and the judgessaw clear proof that this approach is adheredto, resulting in a well-respected and profitablebusiness with the values of the agency apparentat every turn. The quality of the technology andonline offering are impressive for an agency ofthis size.
Shortlisted: Greene & Co, Newman Property Services
Scott Fraser
Sponsored by
32
Introducing the award for
BEST TRAINING & DEVELOPMENT
Embracing a passionate coaching anddevelopment culture, training begins beforenew starters even enter the office and theirprogrammes successfully merge technical andcompliance understanding with personaldevelopment and innovative solutions. TheTraining Director started in the industry as anegotiator and has developed a wide range ofprocedures from induction training to senior
management and distance learning modules.Staff undertake training daily and the pace of work in the company has measurablyimproved as a result of training. Theintroduction of NLP (neuro-linguisticprogramming) has been well received and their skills based approach to training hasdelivered measurable business growth andpersonal improvement for employees.
Arun Estates
A dedicated belief in the value of training fortheir people has led to an extremely low staffturnover of 5% and a return on investment thatis second to none. The calibre of the traininggiven to the team led to the launch of adedicated training company several years agoand since then this has provided training tohundreds of the industry’s leading agencies.Individuals are sponsored to achieve external
qualifications and staff are encouraged to be‘property doctors’, able to assess and prescribean approach to moving home on an individualand bespoke basis. A culture of consistent on-going training pervades this company and thehigh standards it espouses can only continue ontheir trail blazing path for the agency itself andthe industry as a whole.
Thomas Morris
This agency states that its Learning andDevelopment department never stands still andthe panel found this to be entirely accurate.With budgets tight, they have found ways tokeep delivering high class training and strive toprovide practical qualifications to employeesthat not only benefit the individual but deliverreal results for the business. The launch of aninnovative new programme, ‘Andrews’Apprentices’ took 12 new recruits and trainedthem on an apprentice style scheme; the
success of this has meant they will undertakethis annually. New ideas and concepts such as aFestival of Learning have been introduced andthe judges were particularly encouraged by theexpertise and enthusiasm of the Training Panel.Unafraid to break the mould and take newapproaches to encourage a love ofdevelopment, Andrews method has paiddividends and the entire team are passionate tolearn and develop which will guarantee thesuccess and longevity of the company.
Shortlisted: Sequence
Andrews & Partners
Sponsored by
34
Estate Agency Events Award for OUTSTANDING CONTRIBUTION TO ESTATE AGENCY
Christopher Hamer – The Property Ombudsman
Rupert Bates – Editorial Director,whathouse.co.uk &Showhouse magazine
Chris Brown – Chris BrownConsultancy
Kate Faulkner – Managing Director,Designs on Property
Clare Fletcher – Clare Fletcher Training
Tracy Kellett – BDI Homefinders
Mark Montgomery – Commercial Director,myhomemove
Rick Palmer – Director, Brief YourMarket
Jill Parsons – Freelance PropertyJournalist
Miles Shipside – Commercial Director,Rightmove
Joanna Swash – Sales & MarketingDirector, Moneypenny
Dominic Toller – Managing Director,Property Earth
Adam Walker – Adam J Walker &Associates
Henry Yates – Chief Executive,estatecreate
Jon Cooke – Managing Director, LSLi
Chairman of the Judges
Panel of Judges
Sean Newman
The Estate Agency Events team would like to extend a huge thank you to this year’s judging panel:
We would also like to thank Peter Bolton King, Chief Executive, NFOPP who kindly acted as Arbiterduring the judging process
THANK YOU | To the Judges
This award was launched to acknowledge andthank individuals who have made an enormouscontribution to our industry throughdedication, hard work and innovation; thatSean Newman is one such individual is beyonddoubt and it is an absolute privilege to honourhis achievements publicly.
From his start in estate agency in 1986 whereSean ran to appointments as he didn’t have acar (it could be argued this was good practicefor the hundreds of charity initiatives Seanwould undertake in later years) he startedNewmans aged 21 in an office measuring sixfeet wide with no toilet; the fact that this wasundertaken in the midst of the 1990 recessionspeaks volumes about his vision andcommitment to sheer hard work.
20 years later and Newman Property Servicesnow offer total moving solutions, with plansafoot to take the brand nationwide viafranchising. A successful partnership with Fine& Country will grow in 2011 with Sean’s moveto the US to launch the brand there.
On a personal level, Sean’s philosophy ofhelping those less fortunate than himself ispervasive and he has raised millions of poundsfor charity.
Remarkably Sean had never been involved inany fitness activities or challenges until he was30. Following his mother’s diagnosis withParkinsons, her partner planned a fundraising
cycle from Lands End to John O'Groats buttragically died of a heart attack during training.Sean stepped in to complete the challenge andraised £40,000, not allowing the fact that hedidn’t have a bike to stop him. This saw thestart of a commitment to fundraising that has seen him participate in charity eventsworldwide including the grueling Marathon des Sables.
It was this attitude that led him to undertake a3,500 mile cycle ride across America in Junethis year, a decision that had almost tragicconsequences when Sean nearly died afterbeing hit by a truck on the freeway. True toform, Sean has taken this event and turned itinto a positive challenge and despite horrificinjuries, including a broken spine, legs andshattered pelvis, was walking again within 12weeks and has already enlisted for the 2011 LAmarathon.
Sean Newman has always been highly regardedand respected by his peers and theunprecedented tidal wave of support andgoodwill he has received from agentsworldwide since his accident says it all for therespect and esteem in which he is held.
His contribution to improving the reputationand public opinion of estate agency isunarguable; his personal philosophy andstrength inspirational and we cannot think of amore worthy recipient of this award.
“The Leadership Group gives us valuable insights and
practical learning into how we can improve our
business from other like-minded agents”
Richard Palfreeman - Northfields
“We are proud to be part of the Leadership Group
because it has contributed real value to our
business, people and customers”
Jon Cooke - Intercounty
“I now have more support to run my business
and it is also an incredible resource of ideas,
marketing literature and business know how”
Gareth Ashington – Ashington Page
Become a better leaderThe Property Academy Leadership Group consists of some of the finest estate agency owners
in the UK. Every 2 months, the group meet to discuss common challenges and opportunities
and to hear from experts and inspirational speakers.
None compete geographically and whilst every business is different a common characteristic
is the desire to learn from others and thereby improve.
For a commitment-free trial membership to
The Property Academy Leadership Group,
please contact Ben Harris on:
t: 01372 370809
w: http://www.propertyacademy.co.uk
be sure to shout about your
36
Visit www.estateagencyevents.com/winnerstoolkit for a full range of useful marketing resources
success...
Congratulations on your success. Sofar, you’ve done all the hard work toachieve this prestigious accolade.Now let the award work for you.The Winners’ Marketing Toolkitprovides you with everything youneed to promote your win now andin the year ahead.
It couldn’t be easier to broadcastnews of your success. Choose fromadvert templates, an emailer, apress release, photography, webbanners and lots more.
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Connect with our audience
To advertise call: 020 7481 1986 or email to [email protected]
CONGRATULATIONS TO THE AWARD WINNERS 2010
The Sunday Times and The Times: A platform to showcase your business.
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The Chapel, Reigate Road, Leatherhead, Surrey KT22 8RA01372 370837 [email protected]