Hi Phil,
I want to express the gratitude both Maggie and I feel towards you, Jack, Chelsey and Sarah for how you handled the sale of our home in Borehamwood.
Sadly, England’s torturous house-buying and selling process has not improved in the almost 30 years since we last went on the market.
Happily, though, meeting you and the team at Village Estates was like a breath of fresh air.
I remember our first meeting, Phil, and how your professionalism, knowledge, honesty, attitude and respect shone through, and you left me feeling confident that I was in the hands of someone who not only knew what they were doing but would also carry out things in an understanding and caring way.
I also clearly remember the day Chelsey and Sarah arrived to take photos and video footage ready for marketing because it was the day the incumbent Prime Minister and Chancellor of the Exchequer crashed the economy. In fact, they were delivering their destructive speech in the House of Commons as Sarah and Chelsey were doing the photography in our home.
The following days and weeks saw the country’s financial stability fall through the floor; doom and gloom spread like wildfire, and with it, people’s confidence sunk faster than I had ever seen in my lifetime.
At this point, it would have been easy for you to have surrendered and blamed the economy. Instead, you took immediate action. There was no sitting around and crossing your fingers, hoping things would improve; you devised a plan of action and followed it through. Yes, we had to deal with the inevitable knockbacks, as our buyers lost their buyers, but each time that happened, you responded quickly; you always rebounded with a new course of action.
The stress on you and your team must have been immense at this time because it wasn’t just our sale you had to manage, but you never let it show. Instead of ‘spinning us a story,’ you told us the facts, discussed options, and got our agreement before proceeding.
This was reassuring, as we were buying a new-build property and were feeling pressure from the developer to move our purchase along. You even helped us in this regard by communicating with our developers, which gave them confidence that we were doing all we could to push the process forward.
And when we weren’t speaking to you, the other members of your team knew exactly what was going on and would inform us accordingly rather than fobbing us off.
So thank you all for clearly demonstrating the difference between you and the other agents who had the chance to sell our property; we made the right decision to use Village Estates, and I would not hesitate to recommend you to any prospective buyer.
Oh, and the fee for the sale? You were worth every penny!
The reason for writing this letter is that we are in a time where ‘bad’ customer service has become the norm, and somebody telling you they will contact you in 48 hours seems acceptable.
So when you encounter ‘excellent’ customer service, as is the case here, it’s only fitting to highlight it.
We wish you every success in the future because you thoroughly deserve it.
Best wishes
Maggie & Jeff King
(Formerly of Melrose Avenue, Borehamwood.)