Revealed: What You Think of Us
Post-visit survey: How did we do?
As we highlighted in last month’s newsletter, the consultants at officebroker.com have been getting out and about to visit the business centres in their respective regions.
Based on feedback from our latest round of visits, it’s proving to be a very worthwhile exercise and one which we have decided to make a core component of our consultants’ role.
Following every visit, a survey was sent to each provider to gain their feedback. Summing up the stats, here is an overview of the key findings…
In terms of working relationships, how valuable do you think face-to-face contact is on a scale of 1-10?
In response to this question, 97% of respondents rated the value of ‘face to face’ contact as 8 out of 10 or above. See the breakdown of responses below:
Do you feel that the visit will result in an improved relationship for the future?
This prompted an overwhelmingly positive response. 95% of respondents think that the visit will improve relations with their officebroker.com consultant. No-one said ‘No’, but 5% said that it is likely to remain unchanged.
Overall, how would you rate the service provided by officebroker.com?
We were very pleased with this response! 87.5% of respondents rated the officebroker.com service as 8 out of 10 or above. See the breakdown below:
How useful did you find the information pack?
58% rated the information pack they received as 8 (out of 10) or above.
Having visited your building, do you feel that your officebroker.com consultant is now better prepared to help promote your building to potential clients?
A landslide response: Following the visit, all respondents (100%) thought that the consultant was now better prepared and more able to sell space at their centre.
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Overall the results show a very positive outlook which is great news, but it also shows that there is still some room for improvement. Here are some of the issues that were raised as a result of your survey comments:
Pamela Winter: “I would try and get more detail from the client … and more info on their business activity.”
Response: Our consultants are trained to qualify each new client and to find out as much information about them as possible. The priorities are to establish key requirements – such as number of employees, location and transport needs – and business activity should always be covered in the initial conversation.
The only time when this information may be missing is if the lead is received outside of normal office hours, or if the consultant cannot make contact with the client. When this happens we always state clearly if a lead is unqualified or if we have been unable to gain sufficient information – and then pass on any additional information as soon as possible.
Sallie Maskrey: “A little more time would have been a benefit to all of us I think – there appeared to be a lot of appointments for the day – understandably.”
Response: We would love to spend more time at each building but unfortunately, due to the sheer number of business centres we work with and the travelling time required, it is difficult for our consultants to commit to longer periods of time (we usually plan for an average of 20-30 minutes per visit). However if you want to show us more than one building in the same area, or if you have specific issues you want to discuss, we will be happy to make additional time in the day for this.
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We also received some very positive feedback about our service, which we are always delighted to hear! Here are a few sound bites…
Kelvin Jones: “All positive. Your company is one of the best of the brokering firms on all levels. Andrew (Bilson) is excellent and everyone else I have dealt with has been very pleasant and helpful. Your company should be proud of the service you provide. I am a big fan and look forward to many more years of working with you.”
Gill Brocklebank: “I find officebroker.com to be one of the most efficient and helpful brokers I deal with. They always respond to messages and return phone calls. Keep up the good work.”
Mark Franklin: “A very knowledgeable business, adds great value to the sale… Great service all round.”
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Thank you to everyone who took the time to welcome our consultants, show them around your centre, and provide feedback after the visit. We have found the process extremely helpful and we have now built it into our consultants’ responsibilities, so everyone should be getting out on a regular basis throughout the year.
If we haven’t already visited you or one of your centres this year, we hope to very soon – but in the meantime, the door is always open at officebroker.com HQ. We are easy to find, just off junction 10 of the M42, and you are welcome to drop in to see how we work, sit with our Sales team and listen to how we handle enquiries.
To arrange a time to come and visit us, or to find out when one of our consultants will next be in your area, please speak to your Account Manager direct or contact one of our managers on 0800 111 6 444, or via email:
- Chris Meredith – Head of UK Sales – Chris.Meredith@officebroker.com
- Chris Mapp – Sales Manager – Chris.Mapp@officebroker.com
- Stephen Preston – Central London Manager – Stephen.Preston@officebroker.com