A Focus on Handovers: The Small Things Matter More Than Ever for Estate Agencies
Co Founder and COO ·
A focus on Handovers: the small things really matter now more than ever.
My fellow Spurs fans will tell you just how good it can feel to get one small thing to go your way after a nervy long season and maybe finally handing over to De Zerbi is the start of something better?
It got me thinking about handovers more generally and how much they matter in your operation right now.
I've written a lot recently about peak season and rental reform but we're properly into the thick of it now, the pressures on your operation are very real and things are getting busy.
You know what it's like, someone picks up a call from a landlord you've been working with for weeks or a deal completes and moves across to the PM team. The landlord has to repeat themselves, a commitment made in conversation never gets honoured or the property management team are dealing with an issue nobody told them about.
Your managers, negotiators and property managers are doing exactly what they should be doing, out on valuations, dealing with maintenance, and managing relationships. The problem is that context doesn't always travel with the work, even if you are pretty good at staying on top of your CRM admin.
It mostly lives in someone's head, in a WhatsApp that didn't make it into the system, in a conversation between desks that nobody logged.
Under the RRA that cost is higher now. More steps, more people involved, more moments where something has to be passed on correctly. A communication that doesn't travel across your business with the tenancy 'file' creates a frustrated landlord & tenant and can also be a compliance gap.
In a period where there's a lot coming at agencies from a lot of directions, the small operational things matter more than ever and handovers are one of the things you can actually do something about. And make no mistake, these small things are commercially valuable.
Want to talk about how these can be handled better? Come and speak to us at instep.ai, it's exactly the sort of gap Ella can help you plug.