Why Are Estate Agents STILL So Rubbish at Customer Service? Tracey Thompson Explains...

Estate agency is a people business, so why do so many agents still get customer service so wrong?

In this no nonsense conversation, Chris Watkin is joined by Tracey Thompson, who spent over two decades at the heart of one of the UK’s largest estate agency chains, Hunters. As their Head of Training for 21 years, Tracey saw first hand what separates average agents from outstanding ones, and she’s now using that experience to help agency owners, branch managers and teams across the country raise their game.

From old school relationship building, to the missed opportunities of modern tech, Tracey shares exactly where agents are falling short, and what needs to change if the industry wants to reclaim its reputation for service. It’s not about gimmicks, it’s about leadership, consistency, and remembering that people buy from people.

Listen now and share your thoughts in the comments, has customer service really slipped, or are expectations just changing?