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You can’t achieve the unachievable but you can offer explanations

May 16, 2019

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Managing the expectations of your customers is key to their experiences with you
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Before the days of the internet, it was much harder for customers to know about the industry but if a customer now sees online what the average time to be on the market is, this will be the length of time that they expect. As we are able to easily see via Estate Agent Today, “The four quickest markets are all found in Scotland, with Falkirk and Edinburgh taking joint top spot with an average of 27 days to secure an offer from a prospective buyer.

Glasgow (31 days) and Stirling (32 days) also perform strongly, with typical properties receiving offers well under the UK average of 56 days.

The top five is made up by Cardiff, where it takes an average of 37 days for a seller’s property to go under offer.

Regionally, the best performing areas are Scotland (42 days), the West Midlands (46 days), the East Midlands (47 days) and Yorkshire and the Humber (54 days)

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If your agency doesn’t live up to these expectations, unfortunately customers will feel you have under-achieved… Although you cannot achieve the unachievable, this is when explanations are key
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Talk to your your customers and explain what’s happening and what you’ve been doing to achieve a sale, don’t leave them hanging until they withdraw
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Boomerang contact your sellers throughout their selling journey with you, this helping to alleviate negativities and reduce the withdrawal rate
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#customerjourney #cx #customerexperience #customerservice#celebrateexcellence #research #feedback #realtimefeedback#estateagents #lettingsagent #improvements #boomerangcrm#lovethycustomer #whowhatwhy #happycustomers #nps #npsfeedback#teamboomerang #expectations #reducewithdrawals

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