Greene & Co

Greene and Co. win top industry award for best customer services

11th December 2007

The accolade has been awarded to us “because of our original thinking to ensure that customer service is the best that it can be”, said the judges report. Examples of good ideas include the managing director’s direct line on all company stationery and the Goodwill Charter – a highly acclaimed scheme where buyers and sellers both sign an agreement promising not to guzump or gazunder. Both parties pay an amount of money to the estate agent and this is forfeited if either side pulls out. The result is committed buyers and a fall-through rate of one in five sales – significantly lower than the industry average.

A variety of initiatives ensure that Greene & Co. staff feel involved in the business and employees are well incentivised to keep customers happy, receiving £150 in Marks & Spencers vouchers if they receive a “Best” in the customer feedback and £25 for every unsolicited thank you letter. The managing director deals with all complaints personally and there are vigorous checks in place – above and beyond the usual mystery shopping – to make sure that service is the best it can be.

David Pollock, Managing Director, Greene & Co. commented: “This is an outstanding achievement. I believe in caring for all my staff to motivate them to do their best and this award is a reflection of their hard work. Our challenge now is to maintain and improve on the standards we have set ourselves.”

About Estate Agency of the Year Awards
For more information about the EAF and the Awards please click here.

VIEW THE VIDEO CLIP OF GREENE&CO WINNING THE AWARD HERE

Back to News Archive

"From the onset of my contact with this agency and specifically Gideon Gold I was consistently impressed by the professionalism that Gideon showed throughout the process which took approximately six months. His ability to be transparent, honest and clear throughout the stages of the sale was very important and extremly supportive. He clearly has significant people skills and was able to help me navigate through the system, never failing to respond to my calls or answer my queries of which there were many. As is the case in purchasing a property there were many stressful moments, and his tact and ability to de-escalate a situation whilst being clear with me about all the different obstacles was very important to me. This was particularly the case as my property had been on the market for two years with another agent and, as I had done, had in my belief lost interest and did not have any aspiration to sell my property. What was key in the positive experience I had with Greene and Co was the fact that Gideon was consistent with the purchase and sale and never lost the momentum, the regular phone calls were very important and it felt as if everyone was working together to reach the same objective. In summary we are delighted by this move and that at long last it was made a reality despite the current economic climate. I wish you and your agency well for the future I will certainly be recommending you to others. Specific credit must be given to Gideon in his professionalism, in a role he clearly takes seriously, I wish him and your agency along and a successful future."

Nathalie Krivine
Purchaser