What can agents do to help allay vendors’ fears about letting people into their homes?
Understand their viewpoint
After two months of lockdown, and with no vaccine yet forthcoming, it’s not unreasonable for a vendor to feel nervous about letting strangers into their home. Agents can play a crucial community role here, in understanding and mitigating worries.
Communicate clearly and proactively
Be proactive and transparent in your communications with clients. Agents returning to work will have adapted their business practices to reduce the risk of Coronavirus transmission. It may be that fully communicating the steps that your business has taken is enough to allay any fears.
Agents that have followed the 'Propertymark operating checklist' will be able to prove to vendors that they have:
- Put distancing measures into their offices
- Trained their team in how to handle social distancing, new business practices, and new safety measures
- Made sure their staff are safe and well
- Conducted customer due diligence checks in advance
- Used virtual viewings to narrow any in-person viewings to serious buyers only
- Communicated clearly with potential buyers on social distancing during viewings
Where you do ultimately need to tell a potential buyer that a vendor will not accept a viewing at the current time, explain:
‘The vendor has asked that all viewings are held in abeyance until [the relevant date]. We are continuing to update them about your interest and we will ensure that you have access under our new safety procedures at the earliest opportunity. In the meantime, we have virtual viewing for the inside and the exterior rear of the property. If you have any particular questions or requests for footage please let us know. I look forward to keeping you updated.’
Take any necessary action
Remember, no viewing should take place if an agent, vendor, or potential buyer is isolating or displaying COVID-19 symptoms, however mild and the Government guidance around viewings must be adhered to in all circumstances.
If a vendor has specific concerns that are easily addressed within the scope of your new socially distanced business practices, be sure to do this promptly. Property agents are already experts in taking care of their customers’ needs – handling these concerns is just a further step into the 'new normal'.
PROPERTYMARK POST PANDEMIC PLAN
Propertymark’s Post Pandemic Plan articles support agents with their preparations to emerge from the Coronavirus lockdown and prepare them to maximise market potential, add value, and underpin their business.
Post pandemic plan: Managing annual leave
With businesses in England looking to reopen, and those in other parts of the UK still under lockdown, agency managers may struggle to balance the annual leave needs of staff with keeping the business running both now and when offices are reopened.
Post pandemic plan: What agents should consider if a second #StayAtHome occurs
Given the uncertain times ahead, agents should consider revitalising their agency and continue adapting to reap the benefits if a second stay at home measure may be on the cards.
Post pandemic plan: Transitioning staff back into the workplace safely
As the Secretary of State announced the lifting of restrictions on the property industry last week, agencies have been considering options around returning their staff.
Post pandemic plan: Agents must be clear communicators to confront virus fears
With the property market now open for business in England, agents may find themselves dealing with not only buyers eager to get out there and find a property but vendors who are wary of inviting people into their home.
Post pandemic plan: The current power of social media
Social media has always been a vital component for an agency, but given the current times we are faced with, agents should be using these tools to their advantage and looking at their channels as an opportunity to online network.
Post pandemic plan: preparing your office
The timescales are uncertain but, at some point soon, offices and businesses will be allowed to reopen, and people will go back to work. Getting your office prepared is something you can work towards now, whilst still in lockdown.
Post pandemic plan: Why market and brand research are so important
During the pandemic, agency’s brands should continue to advertise, but the way in which they communicate must be addressed given the significant change in life as we know it. Use this time to analyse your agency and potential customers by utilising data that is already at your fingertips.
Post Pandemic Plan: Do you know what it costs to market a property?
During the lockdown period, many agents with furloughed staff have experienced the roles and responsibilities carried out by staff right across the company. This has provided an opportunity to reassess the business and appraise a wide number of processes.
Post Pandemic Plan: Marketing planning to stand your business in good stead
In light of the pandemic, speaking with your clients, marketing your business in the correct light and having the right approach when having conversations has never been so important. Keep your business at the forefront of the ongoing change with some expert advice.
Post Pandemic Plan: Socially distanced viewings
Even when the lockdown is lifted, it is unlikely that life will immediately return to the way it was previously. Agents will be wondering what they can do to provide viewings to service vendors and kick start their business.
