I’m often asked to conduct ‘Mystery Shops’ for my agent clients, and usually, both they and I are disappointed by the results. Sloppy answering, disinterested staff, and a lack of engagement are all regular elements of these calls. What a wasted opportunity!
“But my agent isn’t like that” I hear you protest. Good! I hope you’re right. Care to put your claim to the test?
Ask a friend to do this for you, in case your agent recognises your voice. Have her call your agent and tell them that she’s looking for a house in a price range and area that would include your property. Then award the following up to ten points for each element:
Asked for my phone number
Gave their name
Buying position ascertained
Offered to register your requirements on a mailing list
Asked any questions about your buying criteria
Engaged, interested, friendly?
Mentioned your property and commented positively
Mentioned a viewing
Took email or physical address in an efficient manner
Details requested arrived promptly
TOTAL OUT OF 100
How did they score?
Over 70 points – good effort! Worth persevering with this agent, perhaps give feedback on the elements where they could improve but keep it positive.
50-70 points – not quite so good. Where did they score lowest? Are they omitting to engage callers in an interested way about your house? Or missing the fundamentals of gathering information? Perhaps sit down with your agent and discuss these points, but again, keep your feedback positive.
30 – 50 points – oh dear! Are you getting viewings? I bet you aren’t! This really isn’t a great result. Consider seriously changing agents to a more proactive one who will engage callers and take information for follow up.
Under 30 points – time to move on! Seriously, if your agent scores this low, you’ll never sell your house! Move on to a new agent as soon as you possibly can.
If you’re wondering which agent to move to, repeat the exercise above with several of the agents in your area and see who scores the highest!
Need some help and advice with this? Let me know.
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What to read next: How to get into your buyer’s mindset
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