In this engaging episode of The Viking Chats, Kristjan Byfield—co-founder of The Depositary and self-proclaimed industry innovator—sits down with the brilliant Vicky Bibiris, Managing Director at award-winning agency Location Location, to explore one of the most underappreciated yet transformative elements of running a successful agency: process.

Let’s face it—“process” doesn’t always sound exciting. But as Kristjan and Vicky reveal in this thought-provoking conversation, getting your processes right is the bedrock of consistent, scalable, and exceptional service in the property sector.

🧩 Why Process Matters
Vicky passionately unpacks why having clearly defined, well-documented processes is non-negotiable in today’s competitive market. From onboarding landlords and progressing tenancies, to handling viewings and managing maintenance, the agency's success hinges on replicable, trackable systems. It’s not about robots—it’s about delivering a reliable, high-quality experience for every single client, every single time.

📏 From Instinct to Insight
Kristjan and Vicky discuss how strong processes enable data-driven decisions. Once your workflows are mapped and measured, you can identify bottlenecks, inefficiencies, or gaps—and improve them. It’s about evolving your agency from relying on gut instinct to building on measurable insights.

👩‍💼 Culture, Accountability & Empowerment
Process isn't just about operations—it’s about people. Vicky shares how empowering her team with clear processes creates a culture of accountability, ownership, and confidence. Staff know what’s expected, how to deliver it, and where they can go above and beyond. That clarity reduces stress, boosts morale, and supports professional development across the board.

🛠️ Tech as a Process Partner
Naturally, technology plays a starring role in this conversation. The duo explore how PropTech can underpin and streamline processes—without stripping away the human touch. It’s not about doing less; it’s about doing more of what matters. Automating the admin frees agents to focus on relationships, results, and reputation.

🌟 Why This Episode is a Must-Listen
Whether you're a seasoned agency leader, a start-up entrepreneur, or part of a growing lettings or sales team, this episode is packed with practical insights and “aha” moments. Vicky’s clear-eyed approach to operational excellence will inspire you to look at your own agency processes not as a chore—but as your biggest opportunity.

👂 Tune in now to hear how one of London’s most respected agents built a reputation for five-star service, not by doing everything—but by doing the right things, the right way, every time.

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