Estate Agency of the Year Awards

Estate Agency of the Year Awards 2016
Estate Agency of the Year
Outstanding Contribution
Regional Winners
Specialist Winners
Individual Awards
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Judges' Report
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Lettings Agency of the Year Awards 2016
View the 2016 Winners
Maxine Lester

Best Customer Service Lettings Agency 2016

This agency is amazing and the level of detail provided was excellent. The directors set their stall out from the minute a new starter joins them - they go through a close side-by-side induction and lots of shadowing for three months before they’re put in front of customers. The team is empowered to nominate each other for awards, and recognition can result in them accessing the staff curiosity fund which is a really nice touch; one has been for piano lessons and another intends to skydive! They spend time getting to know the clients and focus on really matching the applicants to the properties. Training is exemplary and includes conflict resolution training so everyone is confident when dealing with difficult situations. Feedback is key and they seek to gather and analyse this regularly to ensure they continue to raise the bar. Void periods are minimal and the new express exit service has seen this reduce even further. Excellent.

Best UK Single Office Lettings Agency 2016

This agency takes the concept of "every contact leaves a trace " to the max - the team even knows how their customers like their tea and coffee so they can present them with it when they visit the office. Maxine Lester is a dedicated lettings specialist that has resisted the temptation to branch out into sales. Top landlords can join the 100 Club which gives them access to seminars, investment advice and property search services. Maxine and her team believe that it is vital to treat landlords and tenants as being equally important to the business and they’ve implemented a number of incentives to ensure a steady stream of positive feedback: 75% of new business comes from recommendation. The local audience can access an abundance of free-to-access information on the website which has boosted this agency’s reputation in the local area as the go-to expert. An outstanding record on deposit resolution and heavy investment in the team makes this agency a market leader.

Best Single Office Lettings Agency East of England 2016

Maxine is a passionate, articulate and knowledgeable director who knows where she wants her business to be and is investing to get it there. The longevity of the staff coupled with significant investment in external training ensures that the team delivers consistently. The average tenure of a member of staff at Maxine Lester is over four years, which is impressive in a relatively new business. This is achieved through challenging the whole team on how the business can be improved. Clever use of independent trainers guarantees the team is outward facing and continually learning rather than reliant on existing knowledge. They are in the fortunate position of not needing to actively recruit, as prospective employees are already attracted to them. That the mystery shopping scores were practically perfect is testament to the directors’ approach. The branding and marketing is very strong and would be exemplary in a much bigger business.