A Lynn estate agent’s strongly-held principle of putting the customer first was one of the key factors behind its success in the prestigious Mayor’s Business Awards.
Russen and Turner were chosen as the winners of the Customer Care Award, an accolade of which the whole team at the High Street office is immensely proud and has positively embraced.
“I personally was so proud having been in the job so many years,” said director Mark Lock, who joined the business in 1996. “Gaining the award has helped massively. We have already had excellent feedback with many congratulations and compliments on winning from our customers.
“It was particularly significant to me that an estate agent had won a customer care award as sometimes estate agencies can get a lot of stick – but we are so not that type of agency.
“We do not tout for business, nor do we do leaflet drops – much of our work comes through referrals and recommendations from happy customers. In fact we regularly receive thank-you gifts, such as chocolates and wine, from customers plus numerous letters from clients impressed by our service.”
Communication is key when it comes to customers, he said. “We are in regular touch with our buyers and sellers, keeping them well-informed throughout the whole process.
“We are honest and transparent in all our procedures. We always make people aware if there are faults with the property and tell them if there are potential problems. It’s important to be open and upfront and our customers appreciate that.”
The success of Russen and Turner, he said, was down to the outstanding quality of his team – assistant manager Richard Marshall, sales negotiators Faye Davenport, Michelle Ashton, Roberta De Luca and Sue Hardy plus Caroline Russell, who deals with admin.
“I employ people who are ‘nice’ people – friendly and honest. They are very enthusiastic and each one wants the best for the customer. It’s down to them that we have won this award as they are the ones who deal with our clients on a daily basis.”
At present Russen and Turner is rated as being in the top three estate agents in the town. “Our aim is to become number one, and be the people’s first choice of agent. This is something we are working on over the next three years.”
This Mayor’s award isn’t the first for Russen and Turner – its team of designers collected the Mayor’s Award for Design back in 2010. The business also includes surveyors and commercial agents and carries out valuations for high street banks.
Russen and Turner was established in 1981 by Larry Russen, a surveyor who still works for the business, and Peter Turner, now retired. It is Lynn-based but extends its business up to a radius of 15 miles.
n Sponsor of the Customer Care Award was Norfolk Chamber of Commerce