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The importance of customer service

Shannon Hobbs

Shannon’s career didn’t begin with Prospect. In fact, it didn’t even begin in the property industry. Shannon began working for a five-star hotel, where she learnt the importance and value of delivering great customer service and exceeding customer expectations. She took this valuable lesson to heart and it’s the key driver behind her and her team, now that she’s managing our Lettings team in Camberley.

After first joining our Bracknell team in 2011, Shannon quickly made a name for herself, creating a great reputation of excellence within the company and with her clients. After two years, she moved across to our Lettings department and quickly made an impact. She successfully doubled the size of the lettings team and quickly established Prospect as market leaders in the area.

In 2015, Shannon became a member of ARLA, the most reputable governing body for Lettings Agents and has retained her membership ever since. This is further testament to her strong commitment to her clients and her desire to offer a truly unrivalled customer service. This is why she has been selected to manage our entire Surrey-based lettings team from our Camberley office.

The importance of great customer service and recommendations

As a result of her ethos, 70% of the valuations she conducts come from recommendations. Because of her commitment to each client, her desire to offer outstanding customer service and her professionalism, Shannon’s clients don’t hesitate to recommend her to friends and family. Below is just one example of how Shannon has helped many different landlords after being recommended by her satisfied clients.

The Landlord of a property at Davis Gardens, which was valued by us and two other local agencies, chose Prospect as her agency and we successfully let it within the first couple of weeks. She was so happy with our service that when she discovered her next door neighbour was looking to rent, she recommended Shannon. After quickly arranging a valuation, Shannon began marketing the property and successfully attracted tenants. As a result of the friendly and professional service she received from Shannon, the second landlord also recommended us to her friend who lived around the corner on College Crescent and was moving abroad. Not only did she instruct Prospect, but she also recommended Shannon to her boss for her new investment property at Kingswood Close!

Shannon is one of our most accomplished lettings staff members and due to her proven track record and incredible rapport with landlords and tenants alike, it made sense to have her lead our lettings team in Surrey. Since taking over the team at the beginning of the year, Shannon has made a massive impact on the entire team, motivating and inspiring them to ensure Prospect’s clients receive the highest level of service possible.

The benefits of honesty and transparency

At her core, Shannon believes that honesty and transparency are fundamental to success in business. This is why she refuses to ‘play the game’ that many other letting agents in Camberley are playing on their valuations. Hike the rental price up just to win your business and then drop the rent two months down the line. Sadly, this is a game that far too many landlords have been unwittingly roped into playing and there are no winners!

Shannon’s approach takes her back to her core beliefs of honesty and transparency. Not only will she tell you the ACCURATE rental value of your property, but she’ll also take the time to explain the macro and micro factors that affect it. Below are just a handful of recent examples of properties in Camberley that Shannon has valued and let quickly because they were marketed at the correct rental price.

  1. Cherrydale Road – this property was on the market for nearly three months with another agent. We took it on and it let on the first viewing to a tenant who moved in two weeks later.
  2. Habershon Drive – the Landlord instructed Prospect and another agency at the same time. We quickly secured a tenant, ensuring the landlord experienced no void period and subsequent loss of income.
  3. Warren Close – we marketed this property alongside a national estate agency and successfully let it on the first viewing.

Shannon and her team understand that your property not only needs to be let quickly but also that it needs to be rented to the right tenant. Along with their proactive approach to marketing your property, Shannon and her team vigorously vet each tenant in our database to ensure they’re right for you! This is key to ensuring your property is let smoothly and with minimal issues, which contributes to Shannon’s sterling reputation amongst her landlords.

If you want to arrange a sit down with Shannon to discuss the current lettings market and the rental options for your property, including the best rental price to market your property at and the ideal tenants to target, please arrange your free, no obligation rental valuation today.

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We also offer to give £250 of our selling fee to your chosen local school upon selling your property. This is just one of the many ways we give back and help support the local community. If you'd like to learn more about our Back to Schools initiative and would like to discover more about what happens on a property valuation, please click here.

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