Haslams Estate Agents aims for best in class service with the help of Process Bliss
When society’s general perception of your industry errs on the negative side, you have to work that much harder to demonstrate and deliver exceptional service levels to counteract any preconceived ideas about your business. With its mission to be the best estate agency services business in the UK, Haslams is committed to doing things differently – to being truly customer-centric, to providing a great working environment with the best tools to help its employees thrive, and to supporting and providing for the community in which it operates. And with the help of Process Bliss, Haslams’ mission is well and truly on track.
Established over 180 years ago and operating under its current ownership since 1995, Haslams is the largest single office estate agency in Reading. The team has grown from 20 employees five years ago to nearly 60 employees, all working together from under one roof in Haslams’ landmark Friar Street office. This rapid expansion has allowed the business to grow its lettings portfolio to more than 1,000 properties, and the team now sell and let more homes than any other estate agency in the area.
A quick read of Haslams’ reviews on Google will paint a glowing picture of customer satisfaction, but reaching this stage hasn’t always been plain sailing for its committed team.
Rapid growth and restructure
With such rapid growth over the past five years, Haslams needed to re-think and adapt its internal structure, introducing new departments, roles and responsibilities, whilst maintaining its high standards of service. In such a fast-paced working environment, Haslams’ management team were conscious that basics could easily be missed amidst the chaos of change.
High staff turnover
Staff turnover is notoriously high within the estate agency industry, especially in a toughening market and during periods of change. With a lack of clearly documented processes for new starters to follow, the Haslams management team found it was spending too much valuable time and resource training new recruits on the basics instead of being free to focus on winning new business and nurturing customer relationships.
With approximately 170 pieces of legislation having a direct effect on the lettings industry alone, and new property legislation coming into force on a regular basis, documenting compliance was demanding constant attention from the Haslams team. They knew it was vital to have clear, regularly updated policies and processes stored in one central, shared location, but needed a way to demonstrate that the latest versions were being followed by every team member, every time.
Process Bliss is a simple, easy-to-use online software for process enablement. You can map your processes step-by-step and ensure they are performed the same way, every time, giving you reassurance that all the business basics are being taken care of, and enabling you to focus on the fun stuff, like strategy and growth.
With its mission to deliver exceptional service, every time, Haslams wanted to ensure its foundations were sturdy and its team were empowered to work at their best and most efficient, without the need for micromanagement. Part of the strategy for achieving this was to embed clear processes throughout the business, and Process Bliss provided the ideal platform to achieve this.
Melissa Hughes, Haslams’ Marketing Manager, explained why implementing Process Bliss was an easy choice:
“As a head of department within an incredibly fast-paced full service estate agency, I need to know that tasks are being completed as efficiently and effectively as possible, and that processes are running like clockwork. I could immediately see that Process Bliss would make all our lives easier, and help us to avoid any slip-ups that could affect the quality of service we give to our clients.”