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How to delegate your way to better customer service

24 November 2016 Hannah Blackiston

Delegating means reducing your immediate workload and allowing you to provide better service to your customers.

It will also improve your mental health, according to Mark Kentwell, founding director of PRDnationwide Newcastle and Lake Macquarie, NSW and the top regional agent in REB’s Top 100 Agents

“I actually have done it because consumers are craving better attention, better customer service, but it also is a good thing for work-life balance and it allows you to be more productive and [to focus] on the higher level tasks,” Mr Kentwell said. 

If you’re struggling to complete your tasks and you don’t know how to start delegating, Mr Kentwell has some great tips for starting the process.


“The way to start and figure out what you should be using as a team and what you should be doing yourself is to have a look at every part of the transaction and figure out what the bits are that only you can do,” he told REB.

These aren’t tasks you do better than anyone else or tasks another team member has yet to be trained to do. They are tasks that only you can undertake.

“You’ll probably find out it’s like four or five things out of 100,” Mr Kentwell said.

He added that these four of five things will not be the only things you’ll be working on. They are simply the starting point for delegating your workload.

“There’s going to be a lot of things that other people can actually do better to serve the client better.”

Mr Kentwell said you should be objective when you are going through the process. He cautioned against focusing on tasks that you can do better than your staff, adding that your team won’t improve if you do not give them a chance.

How to delegate your way to better customer service
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