Insights

Maintaining an incredibly high level of customer service is never easy, but it has never been more important as a means of outperforming the competition and keeping your brand on top. The lettings market is a very good example of this, regulated as it is by 108 different pieces of legislation and subject to a high level of competition.

One of the most important factors in providing an excellent level of customer service is responding to tenants and prospective tenants as quickly as possible, if not immediately. Understandably, tenants can be fickle in the current market and if they do not feel looked after they will seek out another agent very quickly.

For people looking to rent, I would always recommend seeking out agents that are members of the Association of Residential Lettings Agents (ARLA). Tenants will often have quite a high level of expectation in terms of what will be delivered so to avoid disappointment it is crucial to look for the best agents that have committed themselves to attaining the highest level of lettings expertise.

With regard to what makes a good agent, empathy is hugely important. People rent property for a wide range of reasons, some of which are due to unfortunate or unusual circumstances. These require an understanding of what the person is going through. This can be anything from helping them to relocate to a new country to finding them a place to live as a result of a divorce. Being able to adapt to the particular circumstances of the client sets the best agents apart.

Our success at Knight Frank is built on a fantastic brand which is underpinned by the quality of our people and - as a result the high level of service we provide. Our agents deal with an ever-diversifying group of people, including 72 nationalities, and as a result need to manage and appreciate the different cultural expectations that come with renting a property. This is not an easy skill but it is something we place great emphasis on.

Although a lot of time is spent with tenants, agents must remember that the landlord is their client and will rely on them to represent their best interests. Giving landlords good advice based on market evidence and robust research is a crucial part of an agent's job. In particular, landlords need reassurance that the agents can be trusted as the house they are letting is quite often a primary asset.

Ultimately, agents that do not look after tenants will lose business and struggle to create or sustain a positive reputation. In a market that is both highly competitive and also still relies heavily on word-of-mouth, companies cannot afford to cut corners on quality customer service.

Tim Hyatt is a Partner and Head of Lettings at Knight Frank. For more information visit http://www.knightfrank.co.uk/