What agent could do to change your mind?

Please put in place safe and efficient systems for when things go wrong, as the distress caused to your employee was tough to watch as she struggled to get anyone to help or answer calls. Consider having systems to check bed linen and towels have been delivered, and a 24 hour locksmith reliably on call. Have a policy and procedure for relocating clients in the event of a lockout at night. Offer alternatives and shelter to clients. When they complain, do not send them a defensive-sounding quasi legalistic point by point rebuttal, as if the aim of customer compliant liaison is to "defeat" the customers views. Deal with complaints swiftly rather than repeatedly stating that investigations will be carried out and that the property owner must be contacted before anything positive can be said or done re. the customer. I believe you are trying to be a good firm, but mine is not the only negative review on the web and some of the responses by the company are adversarial in tenor and do not deal with the core of the complaint or,treat the customer as he deserves to be treated.

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What agent could do to change your mind?

Change of attitude towards tenants to at least try and hide the completely one-sided approach would be a start. Improvement of systems such as dealing with incoming post and emails, returning calls, following referencing procedure and communication with tenants.

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What agent could do to change your mind?

Although the agent NICKY WAS EXTREMELY helpful, they need to have governance in place to keep a high standard.

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