It may shock people to realise that I have always been self-employed and, in fact, I’ve never really known anything different.
I started my career working for a fast-paced, well-known estate agency, in a self-employed capacity, and it was certainly a great way to learn the job. I learnt extremely quickly because there was very little time to stop and think. Everything was about the next valuation, the next listing and the next sale.
But, for me, something was missing.
There was very little time to consider the emotions involved for the customer, and ultimately, I felt that the level of customer service was lacking across the board, unfortunately including my own delivery of it. Coming from a background where I had always prided myself on providing great customer service, I found it quite demotivating to work in that way.
Don’t get me wrong, it taught me a huge amount and gave me a fantastic grounding in the industry. But it also taught me something equally important… that wasn’t the way I wanted to work.
I didn’t want to simply list properties and pass the customer on to the next person. I wanted to be involved in the whole journey.
I didn’t want to be drowning in valuations and listings, constantly moving on to the next property. I wanted to have the time to actually get to know my clients, understand what was important to them and be there throughout the process.
I wanted my career in estate agency to feel more like a consultative experience for my customers. Selling a home isn’t just about putting a property on the market. For most people, it’s a huge decision, and there are often a lot of emotions attached to it. I wanted to be able to give my clients the time, advice and service that I felt they deserved.
I also wanted to build my reputation as an estate agent in Castle Bromwich, Water Orton, Coleshill and the surrounding areas by putting customer service first and giving people a genuinely personal experience.
That was when I realised I needed to do things differently.
I decided to partner with Hortons because I quickly realised that they had the same work ethic and values that I did. We share the same vision for how estate agency should feel for the customer, and that became very clear from my very first conversation with Adam Horton.
For me, it wasn’t simply about finding somewhere to work. It was about finding a business that shared my way of thinking and gave me the opportunity to deliver the kind of service I had always wanted to provide. I am very pleased to say that is exactly what I found in my partnership with Hortons, and I am immensely proud to be a part of this team.
So, what does doing things differently actually mean?
There are a number of ways that my service differs from a traditional estate agency, and I think more and more people are starting to understand those differences.
From the very first contact, right through to handing the keys over, I am with my customer every step of the way.
There is no waiting on hold trying to contact me, only to find out I’m out of the office, or being told that someone will call you back and then never hearing from them.
If you contact me, I will always come back to you.
From day one, your market appraisal will be as honest as I can possibly make it. There is no inflating a property’s value just to win the business, no over-promising and no making promises that simply cannot be kept.
The one thing I always say to my customers is…
“The one thing I will promise is that I will do my absolute very best to sell your home to the best possible buyer.”
That’s the promise I can make, because it’s completely within my control.
I will always be on hand to offer advice, give my honest opinion and tell you what I think, even if it isn’t necessarily what you want to hear.
Ultimately, my customers’ best interests will always be at the centre of every transaction.
That doesn’t stop with the sale itself. If I recommend other professionals to you, whether that’s a conveyancer, surveyor, mortgage adviser or home mover, I will only ever recommend people that I know, trust and would be happy to use myself.
For me, it’s about taking away as much of the stress and uncertainty as possible and making sure my customers feel looked after, informed and supported throughout the process.
The areas I cover…
Some are not just areas, they’re part of my story. I grew up in Water Orton and went to school in Coleshill, so these areas and the surrounding villages mean a lot to me. I’m also extremely knowledgeable about them. I know the differences between roads, the communities and the small details that only really come from living and growing up in a place.
I specialise in helping people buy and sell homes in Castle Bromwich, Coleshill, Water Orton, Kingsbury, Tamworth and the surrounding villages. Having grown up in the area, I understand the different roads, communities and what makes each location unique.
My work often stretches further afield too. Those instructions usually come through recommendations from people who already know me, trust me and want me to represent their home with the same care and commitment I bring to every sale.
Whether you’re selling your first home, upsizing, downsizing or simply looking for honest advice about the local property market, I’d be delighted to help. If you’re looking for an estate agent in Castle Bromwich, Coleshill, Water Orton or the surrounding areas, please feel free to get in touch for an informal chat.
Thank you for taking the time to get a little insight into my “Why.”
Emma x
