Clan Gordon Elevates Customer Experience with ‘Unreasonable Hospitality’ Coaching
At Clan Gordon, delivering exceptional customer service isn’t just a goal – it’s part of our DNA. As Edinburgh’s leading letting agency, we exist to make the lettings experience as hassle-free as possible for our landlords and tenants.
We are committed to ensuring they both receive the very best experience at every touchpoint. To push our service to even greater heights, the entire Clan Gordon team recently participated in a Customer Experience Workshop.
A Whole-Team Approach to Lettings Excellence
The half-day workshop, based on the principles of Will Guidara’s Unreasonable Hospitality, was designed to help the Clan Gordon team rethink every step of the customer journey and identify opportunities to turn routine interactions into moments that delight landlords and tenants.
With guidance from marketing strategists and workshop facilitators STORY22, the team focused on the often-overlooked touchpoints – those small, everyday moments that, when handled thoughtfully, can make a huge difference to our landlords and tenants.
The workshop was not just about theory. It was a hands-on, collaborative session that encouraged everyone in the team to contribute ideas.
Ed Paine, Clan Gordon’s Managing Director, said: “It was fantastic to have the whole team involved in the workshop. Everyone was engaged and thinking creatively about how we can elevate the customer experience.
“We came away with some clear, actionable ideas that we’re already putting into practice. We look forward to revisiting this regularly throughout 2025.”
Transforming Challenges into Positive Touchpoints
One of the key exercises of the day focused on transforming potentially negative experiences into positive ones. For example, when landlords are informed about repair costs – not always a popular conversation – we explored ways to frame this as a proactive, value-adding service rather than just a cost to bear.
The team came up with three outstanding ideas to enhance this experience, all of which are being implemented to ensure landlords feel informed, supported and confident in our service.
Why Customer Experience Matters
At Clan Gordon, we understand that great service is more than fixing problems quickly – it’s about building trust, showing empathy and making every interaction matter. This commitment to customer experience is what sets us apart and why our service is multi-award-winning.
It’s also why we continuously invest in training and development for our team. By embracing the concept of Unreasonable Hospitality, we aim to go beyond expectations, turning routine property management into a truly exceptional experience.
The best letting agent in Edinburgh for 2025
This workshop marks the beginning of an exciting journey for us. Throughout 2025, we’ll be revisiting these ideas, refining our approach, and seeking new ways to surprise and delight our landlords and tenants.
We believe that by working as one cohesive team and consistently focusing on the customer experience, we can continue to set new standards in the Edinburgh lettings market.
If you’re a landlord looking for a letting agent that goes above and beyond, schedule a call with our business development team today.