What makes a good estate agent?

Today's article is dedicated to those looking for a good estate agent, but above all to the staff of estate agencies. The former will get a handful of tips, the latter – knowledge of what expectations their potential clients have. We encourage you to read on!

The property market is huge – so it is easy to get lost in it. Although the majority of estate agency websites look professional, not every one of them is worth our attention. But how do you choose properly?

The ideal agent – the client's and the agency's perspective

When hiring an employee, an estate agency looks at their experience and their knowledge of building law, construction, the basics of financing processes and so on. On the other hand, it also checks the future employee's interpersonal skills – these too matter to potential clients.

The average person looking for an agent is unlikely to be interested in quizzing them on points of law – but if they catch the agent being incompetent, they will certainly not use their services. What matters most to clients, however, is respect for their time. They usually want the process of finding a home to buy to end quickly – so they will avoid agents who habitually delay their work and are unprepared and unpunctual.

Second, they place a high value on keeping one's word. When an agent talks about a service charge (czynsz) of 1,200 PLN and after a month the client receives a bill for a higher amount – they will certainly not give the agent a very good review...

The world of ratings, reviews and comments – the client's and the agency's perspective

Exactly. In today's world a tarnished reputation can quickly end someone's business. It is no different for estate agencies – they are constantly rated and recommended – or warned against. Companies at the top of client reviews will inspire much more trust than those rated at little more than… one star.

It is comments, ratings and reviews that are key for clients, and they are the first evidence on the basis of which clients can accept or reject a given agency.

On the other hand, criticism is hard to avoid. It is a perfectly natural part of an estate agency's work. Constructive negative feedback can, moreover, bring very good results. A “wake-up call” comes in handy when we lose sight of the client's needs.

It is worth replying to every negative comment. If we feel the client is right, let us apologise sincerely and offer compensation. If, on the other hand, we feel wronged, it is worth clarifying the matter by describing it from our perspective. Such a public message will signal to future clients that we are honest and not afraid to talk to dissatisfied people.

Seekers of authenticity

Clients looking for a good estate agent also pay great attention to their authenticity. The consistency of their image is judged above all during a face-to-face meeting. Then all the information on the estate agency's website, on social media and on industry forums can easily be checked.

An agent who advertises themselves as quick to act, courteous, efficient and with an excellent knowledge of the market must confirm that authenticity in action. A team of the best marketers will not help if the agent lacks the will, talent and ideas for meeting the client's expectations.

In answering the question in the title, what makes a good estate agent, we must think about a key issue. If you are an agent, it is: how do I want others to perceive me? If, on the other hand, you are reading this article from a client's perspective, think above all about what expectations you have of an agent.

Because in truth “good” will mean something different to everyone. Only by defining our vision of a good estate agent can we find one – or become one.