Independent Surrey Estate Agent

I joined this independent Surrey Estate Agent as they celebrated their 10th anniverary. The founders and owners were still heavily involved in the day-to-day running of the business and, whilst they had been successful by any measure, they were operating purely on a day-to-day and month-to-month basis, striving for the next listing and the next sale with no overall strategy and no internal processes.

After reviewing the current ways of working I suggested we move away from focusing on the next listing and 'beating the competition' to creating our own turnover and profit goals. 

Once our goal was set I filtered this into new metrics across the business for valuations, conversions, average fee in £ & %, sale of registrations, fall throughs and periphery services. These new metrics - shared across the teams and branches - allowed us to then see where we could improve, what support and training was needed, and who was excelling in certain areas.  This helped to create a culture that remained competitive whilst being collaborative and where team members were not only trained and developed, they also appreciated the role they played in the success of the company.

This shift in perspective and focused support and training led to an increase in fees and conversions as well as an increase in sale of registrations and a reduction in fall throughs. 

In addition I:

● Created a company-wide reporting system for a range of disciplines to allow (for the first time) a clear understanding of the status of each branch.

● Initiated and chaired company Managers' Meetings - a new concept to the company.

● Implemented and managed a companywide training programme undertaken by all staff

● Designed and implemented company-wide staff review and reward systems

● Designed and implemented a review of job descriptions, roles, interviews and onboarding

● Rolled out a company-wide conveyancing partnership.

● Refreshed company marketing 

Some tangible results included:

● Increase in turnover by 25%; creating a £1million branch.

● Increase market share to consistently be number one for properties listed and sales agreed 

● Targeted reduction in fall through rates 

● Increased staff development and tangible engagement with their roles and responsibilities

● Winners of the Business of The Year at the local business awards