This is a business which is all about the personal service. Understanding the reasons why and how customers engage, Romans takes these principles and weaves them through its entire operation without exception and with huge buy-in from the staff. Every action is undertaken for the benefit of the customer and it is rewarded for this approach with excellent market share and a loyal client base.
With nearly 25 years' experience, Romans is a company which has been built on strong foundations and its expansion to 17 branches across three counties is testament to the robust base on which this business has grown.
It is evident that the team at Romans, from the senior directors to the most junior negotiator, is aware of the lessons learnt over two decades of building a successful estate agency and without exception they harness this understanding and knowledge to keep moving forward with new and exciting innovations to ensure Romans remain leader of the pack.
Opening hours have recently been extended until 10pm each night, and there is a dedicated customer service department. Introduced as a two-fold measure, this department provides a specialist first point of contact for customers and enables sales leads to be allocated appropriately to the best team member for that enquiry. It also means sales negotiators can use their time more efficiently as they are spending 100% of their time dealing exclusively with motivated and committed customers who have already been qualified.
The breadth of services offered by this agency is impressive indeed, covering off every permutation of what a customer may want or need during the home moving process. Backed up by excellent customer service and expert staff, customers can rest assured that the standard of service they receive is second to none.
One of the key elements of the Romans philosophy is loyalty and it is evident that the culture at Romans has given rise to a steadfast and passionate team. Staff retention is excellent, and this is due in no small part to the visionary training programme and belief in reward. Training is thorough, personal and ongoing and takes full advantage of high achieving individuals within the business as well as external trainers, both on and offsite. New starters undergo a 12 week training schedule which is an excellent introduction to both the Romans ethos and principles, and sets the standard for the investment which Romans make in their team. This is followed up by bi-monthly reviews and regular mentoring sessions. Personal development outside the realms of estate agency is also encouraged and the teams regularly socialise together.
Technology and online is a major component of Romans success and the website is a proven tool in driving customer enquiries. The website is excellent - informative but clean and easily navigable. Romans were early champions of social media and blogging and the use of these tools alongside commentary on industry developments and legislation is considered and effective, cementing their position as property experts.
Romans was Overall Winner at the Lettings Agency of the Year Awards in June this year, and it is absolutely clear that the high standards of its lettings offering is matched across the sales departments. The judges are delighted to publicly recognise and reward the Romans team with the other half of the set and we congratulate Romans on proving themselves to be the best in the country and taking home the Estate Agency of the Year Award 2011. Well done.
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