Watsons Referral Partnership Enhances Customer Experience at Whittley Parish
Watsons is delighted to be working in partnership with Norfolk estate agency Whittley Parish as a trusted referral partner as a service provider of valuations and surveys as Chartered Surveyors.
We caught up with Rachel Syder, Operations Director at Whittley Parish to learn about the business and why they decided to join the Watsons survey referral programme.
A Customer-Centric Approach to Estate Agency
Whittley Parish was founded by Kevin Parish and Hillary Whittley in 1994. The business currently operates from two offices, one in Diss and one in Long Stratton with a third branch to be opening shortly.
Kevin and Hilary had both worked for corporate agents and felt that there was a better way to deliver their services. Rachel, Operations Director at Whittely Parish explains:
“They wanted to start up an agency where an exceptional customer experience was at the core of everything, as was delivering great customer service from start to finish.
With family roots still at the heart of all operations Kevin’s son, Alex has taken over the business and ensures the original ethos and vision continue to run throughout the company. “It’s about treating people as you’d want to be treated yourself.”
The business is keen to ensure that this customer-centric philosophy filters through to the staff and into their customer experience.
The Challenge: Referring Customers to a Local Surveyor with Confidence
Upon taking charge of the business, Alex Parish was keen to establish new relationships and commercial partnerships with other businesses that would help Whittley offer even more value to customers on their property journeys.
“We wanted to develop partner relationships with mortgage advisors, solicitors, surveyors, and removal companies. It was important that they were companies that we could trust and be confident would deliver the level of service our customers expect.”
The business also found that customers moving into the area wanted a local surveyor to visit the property when a survey was required. The business had used a few other local surveyors in the past but felt that Watsons provided the right level of service and would become their surveyor of choice.
Rachel said: “We can refer customers with confidence because we know we can trust Watsons. As the customer-facing member of staff sitting across the desk from the customer, we need to know that Watsons is going to be prompt in contacting the client and that Watsons will deliver.”
Making the Referral Process Easy with Survey Booker
When they first joined the programme, the business made survey referrals by phone and email. They soon transitioned into using Survey Booker, an easy online tool that allows Whittley Parish to enter the referral information into an online form.
Rachel explains: “Survey Booker has made it easier for the team to log survey referrals. We can provide all the details using the online form, and then Watsons contact the customer directly. Importantly, the Watsons website links to the different levels of surveys, so we also refer customers to that information, rather than us trying to explain what the survey is and what it does or doesn’t include.”
Getting Better at Referrals
Rachel explains that some negotiators achieve more referrals than others and the business is keen to understand who their most skilled salespeople are so that other members of the team can learn from their expertise.
Rachel concludes: “We’re very satisfied with the referral programme and the service that we get from Watsons. Customers that we refer to Watsons are always happy with the prompt response and receive a high-quality, personable service much like our own.”
To learn more about the referral programme at Watsons and to express interest in joining please visit https://www.watsons-property.co.uk/valuation-survey/refer-and-earn/ or alternatively give our Business Development Hub a call on 01603 2265670 or email email@example.com.