At the outbreak of the Coronavirus pandemic last March, none of us foresaw the far-reaching impact and long-term effects. But at Clan Gordon, we made a commitment to our customers to ensure service was interrupted as little as possible.
Putting our landlords first
As Edinburgh’s leading letting agent, we knew it was crucial to evolve and adapt to the new normal to maintain our reputation and put our clients’ needs first. Coronavirus was a big enough challenge without the added worry of properties and tenants not being looked after.
Communication prioritised for landlords
We rapidly installed a new telephone system so calls to our office were re-routed to staff members’ personal phones while they were working from home. And, unlike other agents, we devised agile methods of working to enable virtual property inspections and the most important safety checks to continue when lockdown rules prevented us from visiting properties in person.
But we weren’t content to rest on our laurels. We wanted to make sure our customers were satisfied. So, we sent them a survey with questions about our service throughout last year and analysed their answers so we could respond to their needs as necessary and ensure a first-class service was maintained.
And the result?
88% of clients said there was nothing we could have done better to reduce the impact of the Coronavirus situation.
80% of clients said they didn’t find their letting experience adversely affected by the pandemic.
Our landlords’ key concerns at the start of the outbreak were losing tenants and not being able to replace them, or rents not being paid. Only 11% of respondents reported being impacted by either of these issues.
We quizzed clients about our performance in a variety of areas including managing maintenance, inspections and viewings and keeping them updated on any changes to their service. 100% were satisfied with the service we provided in any area.
As part of the survey, we asked clients to provide comments and feedback on our service to give a better insight into how we performed. The result was overwhelmingly positive:
“We feel Clan Gordon have a very professional and competent approach to their business and in that respect feel we are in safe hands going forward.”
“Very professional company, clear and practical advice when needed.”
“We hope and are confident that the structures Clan Gordon has in place to keep the business buoyant will pull us through this difficult period ahead. We feel Clan Gordon have a very professional and competent approach to their business and in that respect feel we are in safe hands going forward.”
“Service is always spot on when I've been in contact with CG, thanks for all your hard work.”
“Please carry on just as you are!”
As lockdown restrictions continue, Clan Gordon is still maintaining regular contact with all clients and carrying out virtual inspections plus necessary visits to properties for safety checks and essential maintenance/repairs.
If your letting agent isn’t delivering an exceptional service at this challenging time, schedule a call and make the move to Clan Gordon for the exceptional service you deserve. You won’t regret it.