Haslams Estate Agents aims for best in class service with the help of beSlick
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.
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 beSlick provided the ideal platform to achieve this.
Melissa Hughes, Haslams’ Marketing Manager, explained why implementing beSlick 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 beSlick 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.”
Efficient and effective training methods
A smarter way of working
Compliance comes as standard
Fewer time-consuming meetings
- Drag & drop builder
- Forms, video & documents
- Centralised & secure
- Feedback & improvement
- Checklists that follow process
- Simple to-do list for every user
- Visual reports & dashboards
- Integrate 3,000+ apps
- Track compliance
- Record ‘why not done’
- All activity time stamped
- Audit trail of changes