The managing director of a boutique agency has won a milestone award, setting an important precedent for the brand as it pushes its growth ambitions into the new year.
Danelle Hunter, managing director of Biggin & Scott Knox, was announced as the winner of the 2017 Excellence in Customer Service Award at the recent Awards for Excellence in Real Estate.
Ms Hunter said that her focus on customer service retention initiatives led to a 46 per cent growth in client numbers, a 100 per cent retention rate and a 95 per cent satisfaction score over the last 12 months.
She credits her win to the systemisation of the property management department.
“In property management, one of the biggest frustrations with landlords and tenants is a lack of communication and inconsistency in service,” Ms Hunter said.
“Automating our property management department has saved an incredible amount of time in manual tasks which has enabled our property managers to improve the level of customer service across the board.”
The managing director said that she was “particularly excited” to win this award.
“It demonstrates how important it is to shine a spotlight on customer service in an industry which has a reputation for inconsistency, lack of transparency and a focus on the agent rather than the buyer, seller, landlord or tenant,” Ms Hunter said.
“After 15 years in the industry, I’m so excited to be rewarded for all of my hard work in the industry.
“Customer service is what I believe to be the most important aspect in real estate and winning [the award] is truly an honour.”