Harcourts reveals personal connection is key

Harcourts’ survey reveals personal connection is key

27 July 2009: A personal connection with the Sales Consultant is essential in the real estate transaction process, according to new survey results released by Harcourts International.

In the Harcourts survey conducted earlier this year, in which more than 30,000 people on the group’s database were questioned about their latest interaction with the real estate industry, some 69.7% of respondents said they felt that having a pre-established personal connection with their Sales Consultant is the determining factor when deciding who to work with.

This rated higher than factors previously considered by the industry as important, such as local market presence, fees and commissions, market share and area knowledge.
Harcourts International Managing Director Mike Green says the survey results clearly indicate the importance placed on doing business with people rather than companies and therefore how critical the human touch is.

“We are living in a fast-paced world that is increasingly relying more on technology as a means of communication and with more processes becoming automated, however our survey shows people still want the opportunity to work with a person they can connect with and relate to, who for example lives, shops and eats where they do, and who cares about their life and family,” he says.

According to Mr Green, Harcourts has always made client interaction a priority.

“Unfortunately in most industries cutting edge technology is taking the place of a more personal approach and good old-fashioned service done one-on-one, but while Harcourts leads the real estate industry in the development and utilisation of technology, personal client contact has remained a priority among our service offerings to clients.

“We know the best result is guaranteed to be achieved when a Sales Consultant engages the client, asks them questions to establish their needs and wants, empathises with them and keeps them informed and involved every step of the way.”

Mr Green says the May survey provided Harcourts with useful feedback on what is valued by people buying, selling, leasing or renting a property while regular monthly client surveys help show how Harcourts is performing.

“For example, in addition to the finding about the importance of a personal connection, the May survey has highlighted how critical honesty and ongoing communication are and given us clear feedback on specific things like the importance of putting all offers in writing.

“Meanwhile, pleasingly our own client research has also found that some 96.2% of respondents would use their Harcourts sales consultant again.”

Mr Green says it is imperative to find out what it is your clients look for and then to provide it to them, rather than guessing.

“That’s why we are focused on discovering how best we can help people with their real estate transactions and then sharing this information internally to help ensure our team knows what is required and can then meet those needs and expectations.”

ENDS

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