Ruth began her career in b2b sales with EMAP before moving into the property industry in 2003. As well as working at Foxtons, she spent over 10 years with Marsh & Parsons running a multi- million pound department in the flagship office, where she specialised in CRM Systems and compliance. Ruth blends her sales, customer service and relationship building expertise with her practical CRM, systems and compliance knowledge, making her an excellent choice for rounded sales, technical and soft skills training in the property sector.
Passionate, good feedback, confident delivery.
ULTIMATE CUSTOMER EXPERIENCE
Who is it for? Everyone.
In an industry that has a reputation for poor customer service, and with competition so intense, it has never been more important to ensure that your staff understand the importance and value of good and consistent customer service. The customer experience is now often judged (and scored ) through both the internet and social media, so the attitude and effectiveness of support staff can both make or do damage to even the best of businesses. So, we endeavour to equip staff with the skills, tools, and confidence to deliver a customer experience experience that fuels referrals and delivers repeat business.
NEGOTIATION SKILLS FOR SUCCESS
Who is it for? All fee generating lettings and sales staff of all levels and abilities.
How do high street estate agents practically handle the reliance on online portals that now dominates both buyer and tenant property search behaviour? How can we both engage and add value to a prospective buyer or tenant’s property search? We seek to explore the buyer/tenant journey to the point of offer – giving your staff the skills, strategies and understanding to build meaningful relationships and most importantly, proactively close deals in an uncertain market.
LEADING MANAGERS TO BETTER RESULTS
Who is it for? Heads of Department and Senior Management.
This course is designed to assist company leaders to maximise their impact and effectiveness. They will be given the practical tools and strategies to engage their staff, and develop a motivated and high performing team – which will in turn build turnover. (two consecutive day course)
MANAGEMENT SKILLS FOR A GROWING TEAM
Who is it for? Senior employees and rising stars.
To go from a sales or lettings negotiator role to a management position takes so many different skill sets, that often staff fail due to lack of training. So, we set out to make sure that your new managers are equipped with all the skills that they need in order to succeed.
WIN INSTRUCTIONS AND RAISE FEES
Who is it for? Managers and Valuers.
Can estate agents still have USP’s in such a crowded marketplace with such a heavy reliance on marketing via the portals? How do we now differentiate ourselves and avoid the “race to the bottom” on fees? We will seek to explain how shifting away from the traditional USP based pitch in favour of a more consultative and relationship based approach can dramatically increase fee and instruction levels.
BASIC LETTINGS LEGISLATION
Who is it for? Anyone new to lettings or seeking to refresh their knowledge.
With so many agents now diversifying into lettings, this course is designed to provide a clear introductory overview of the basic legislation essential to any lettings role. We will also look at how to deliver relevant information to a potential landlord in the context of a market appraisal. We explore the up-selling opportunities, and give an overview of how to impart the lettings process to a potential client in an interesting, efficient and informative manner.
Who is it for? New starters
Delivering training in line with the organisational culture and brand of our clients, is an important part of maximising its impact. Bringing fresh eyes to your existing induction and talent development programme ensures the content that we are delivering on your behalf – has both the relevance and impact that is required. A visible talent development programme should form part of an effective recruitment, engagement and retention strategy – that should seek to fulfil the potential of your aspiring new employees.
ENHANCED COMMUNICATION SKILLS
Who is it for? Office staff, administrators, negotiators & property managers.
A one day course to enhance the communication skills, commercial awareness and confidence of anyone in an administration or support role within estate agency. We look to build the practical skills performance, resilience and job satisfaction of your team.
Areas covered :-
- Individual roles within your business
- How to maximise day to day effectiveness
- Knowing how to prioritise
- Understanding your own communication style
- How to make a positive impact on the customer journey
- Adding value as an agent in a crowded market place
- Engaging qualification skills; how to engage people & “pre-suede” prospective consumers
- The best approach to booking in market appraisals
- How best to manage difficult customers
- Developing emotional agility
- Taking ownership of your own success
Are you interested in any of our courses?
Then please complete our form below as fully as you are able, and we will respond to you just as soon as we can.
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