Lettings Agency of the Year 2016
The judging panel commented that it was an absolute privilege to be given access to this business, and is therefore delighted to be able to match Karl’s 2015 Estate Agency of the Year accolade with the 2016 Lettings Agency of the Year Award. Karl Tatler joins an elite group of only two businesses to have won the overall award more than once, AND to hold both the overall sales and lettings awards simultaneously.
Karl and his team were first recognised as the Estate Agency of the Year in 2008 and have continued to enter these awards with resounding success. Every year the panel comments that the companies are harder and harder to judge due to the inherently high standards across the board. The judging process therefore becomes more stringent so the panel can really dig down into the detail of a business, above and beyond what they put in the questionnaire, or state during the telephone interview. The panel seeks to uncover the true experience a customer can expect to receive as this is the ultimate benchmark and the reason behind these awards, and without exception, they found that anyone using Karl Tatler Lettings will receive an amazing service.
The mystery shopping results bear this out as Karl and his team scored over 92% across both calls and emails.
From the minute a CV is received by this business, the operations team is already hard at work to decide if the applicant is a fit for Karl Tatler Lettings. Whilst they recognise that experience is important, they also hold great store by personality and understand that for an individual to succeed, they must be a good fit.
New starters undergo a thorough induction alongside Personal Profile Assessments to ascertain their preferred management style and areas for development. The teams are also assessed to check for compatibility and likelihood of success, and changes are made as required. The company manual outlines expected standards and educates as to the principles and values staff are expected to adhere to. Employee engagement questionnaires are carried out twice a year.
To maintain control of services and standards, there is a huge amount of in-house resource which is all managed from Head Office. This includes marketing and PR, finance, client services, operations, HR and online support. Retaining these functions internally allows Karl and his team to provide services which can flex and respond to changing conditions and requests efficiently and to the required standard.
There is a huge amount of community support and charitable enterprise, and as well as holding and supporting fundraising events, Karl and his team also allocate a number of staff hours whereby they can participate in events or donate their time to assist.
Clients are regularly surveyed for their feedback and to ascertain their satisfaction levels and they specifically request online reviews to demonstrate transparency. They also utilise the Net Promoter Score system to understand customer engagement and to review the customer journey at every touch point.
Landlords and tenants are allocated a specific point of contact so they have the reassurance of being able to contact the same person throughout the relationship; this saves time as the property manager has full visibility of any history and also results in a lower dispute level as there is a fundamental level of trust.
This approach has resulted in impressive market share and a level of new instructions over and above that which can be attributed to market conditions.
Karl is a passionate individual who speaks with enthusiasm and expertise about his business and the wider lettings industry, however it is absolutely clear that the ongoing success of his business must be attributed to not only his vision but also the hard work, dedication and enthusiasm of his hard working team. The judges hope you are all as thrilled as we are with this award. Congratulations.