A boutique agency based in Melbourne has won an independent customer service award, achieving a score that even the judges were impressed with.
According to Fletchers CEO Bradley Brown, after achieving Highly Recommended for the Australian Achiever Awards for many years, he was thrilled that the company had finally achieved number one in the state.
“The awards are based on a combination of testimonials and people actually coming into your office as mystery shoppers,” he told Real Estate Business.
“They call up as well to see how you answer the phone, how you greet people when you come in and also speak with a number of clients from both sales and property management.”
According to Mr Brown, the company had always achieved a score in the mid 90s, however he received a letter from the organisation behind the awards congratulating Fletchers on the results.
“Most nominees will receive some form of recognition, but there’s only one winner per state," he said.
“We received a score of 99.58 for customer relations and service, making us the overall winner of the Australian 2013 Achiever Awards for Victoria. The organisation who gives out the awards sent us a letter saying 'this level is rarely achieved'.
“So we’re really thrilled, we’ve been working very hard at it – we’ve been finalists for a number of years now.”
Mr Brown believes the result shows that the company’s untiring efforts in training and customer service have paid off.
“Our Fletchers way, which is the way we deal with our clients and covers everything from prospecting to client for life, is constantly changing and being refined," he said.
“We have a very comprehensive training program and we have a dedicated customer service department, so we expect to improve year on year.”