New disruptive property agencies have launched in the Australian market in the last year with the promise of making selling a home much cheaper. Rather than pay agents a commission based on the sale price, vendors can hire an agent (usually through an online platform) to sell their property for a flat fee.
These disruptive services are meant to revolutionise the selling process, but what is it like from the buyer’s point of view?
A Buyer Agent from National Property Buyers recently made an enquiry on a property that was through a disruptive service. The Buyer’s Agent wanted more information relating to the sale price and to arrange an inspection. As there were no specified open times and no contact number for the agent the only way of enquiring was to forward an email request.
An automated response was received confirming receipt of the enquiry. Following this another automated response was received with a link to book a viewing for the property.
Frustratingly, there was no opportunity to speak with an agent.
Compounding the process, to simply book an inspection also required providing personal information relating to individual needs. This included detailed contact information, budget range, home ownership details and finance requirements.
A simple enquiry to arrange a viewing quickly turned into what felt like an invasion of information.
Ultimately the property didn’t meet the client’s needs and they decided to move onto other options. However just as booking the inspection became more difficult than anticipated, so too did cancelling it.
As there was no direct contact number provided within any of the preceding correspondence the agency’s head office (which was interstate) had to be notified to cancel the appointment. Despite this, another automated follow up email was received requesting feedback on the inspection that did not occur.
At this point the experience was frustrating, confusing and ultimately disappointing considering the price expectations were still at this stage a mystery and no verbal contact had been given.
In addition, a call was received within the following week promoting mortgage broker services which confirmed the information supplied was used to build a database for additional products.
For someone making an enquiry on a property, this process would be quite frustrating. Something as straight forward as arranging an inspection time became convoluted and ended with marketing calls. When making an enquiry on a property with a traditional selling agent, a Buyer’s Agent would likely hear back within a few hours and then attend the inspection. All comparatively straight forward.
This process could also be concerning for vendors. Requiring prospective buyers to jump through so many hoops and provide so much information to simply view the property which could deter buyers and limit the buying pool. Buyers could easily become frustrated and look elsewhere.
It’s incredibly important for vendors to understand how their property is being presented to the market. Experiencing poor customer service can be a real turn off for buyers, no matter who the property is being sold through.
That’s why it’s so important seeking expert guidance whether you’re selling a property or buying one.
In this instance a Vendor Advocate would be able to coordinate the selling process for the vendor, including recommending a leading agent that communicates and works with all buyer enquiries. A Vendor Advocate will also ensure the property is presented in the best possible way and the vendor fully understands each stage of the sales process.
Vendor Advocacy is at no additional cost to the vendor. To find out more contact National Property Buyers to discuss how we can assist you.