Three key elements play an important role in vendor care within the best estate agencies…

Staff should be reminded of the basic estate agency principle that customers can only ever go down one of two routes – they either make you money or cost you money.

Talent spotting, acquisition and retention are battles as significant as winning market share.

The best leaders lead by example.

The word ‘rapport’ is regularly tossed around, yet there is often confusion about what it means. It isn’t simply about being nice to people!

We often enjoy confidence in people. We are, conversely, repelled by arrogance. So, ‘Six of the Best’ tips will ensure you and your employees are firmly in the former category.

“Until you make the unconscious conscious, it will direct your life and you will call it fate.”

“Leaders lead by example, whether they intend to or not” is one of my favourite quotes… keep that mantra in your head at all times!

Highly regarded estate agency trainer, consultant and Property Industry Eye columnist, Julian O’Dell, provides top tips to help improve agents’ processes and practices in winning instructions.