McRae’s is delighted to have been included in the prestigious Parliamentary Review publication focussing on our work to establish the Reference Line independent customer review service. In the magazine, which recognises “Best Practice”, “Determined Leadership” and “Innovative Thinking,” those included are praised for acting as a “Template for Reform.” In a foreword by Lord Blunkett and Lord Pickles, the article on McRae’s Sales and Lettings is one of those seeking “To Inspire All Who Read Them”. We reproduce the article here:
McRae’s Sales, Lettings and Management is a property agency based in North East London, which offers a tailored and personalised approach to estate agency.
Managing Director Craig McRae explains how a small team with excellent local knowledge and community ties is able to cut through entrenched beliefs, fake news and fake reviews by supporting an innovative, independent customer reviews scheme. This process has resulted in the company being associated with positive terms that aren’t always linked with estate agents: honest, friendly, professional and trustworthy.
Our ability to offer expert advice, based on nearly 20 years of local knowledge, is helping McRae’s as the property market becomes ever more competitive and challenging. We are also key supporters of efforts by The Property Ombudsman – the industry watchdog – to let genuine client feedback help customers weed out the bad guys and raise standards across the industry. I’m pleased to say our current scores for customer satisfaction speak for themselves. What can be better than genuine customer satisfaction to promote your business?
Genuine customer satisfaction
Operating from a high street office location in Highams Park, covering the areas of Highams Park, Chingford, Walthamstow and Woodford Green, our core business aim has always been customer satisfaction. In helping to pioneer this independent customer review scheme from The Property Ombudsman and Referenceline, we put our neck on the line. The scheme posts bad reviews as well as good and that helps clients see genuine opinion before they consult you.
The internet age has found a way round the old adage “seeing is believing” – fake news and fake reviews swamp the web. In that climate, how could an industry
that, for years, was seen to be as trustworthy as, say, politicians or car dealers, redress the balance? That was one of the challenges we faced, and the independence of Referenceline gives consumers extra reassurance about the authenticity of the reviews.
“Fake news and fake reviews swamp the web. In that climate, how could an industry that, for years, was seen to be as trustworthy as, say, politicians or car dealers, redress the balance?”
Our small local team sets us apart. We can respond quickly to specific market and customer needs. We also play a role in local initiatives, recently sponsoring equipment for a new community café. We were pleased to take part in the review scheme covering property sales in 2009 – and later became the first agency to join the survey scheme covering lettings.
My 21 years’ experience before setting up McRae’s means that I have seen the good and bad in this industry. But in setting up the firm in 2000, I wanted us to have a reputation for being honest in an industry that is often not associated with such a quality. Transparency was of paramount importance alongside good service. If the customer is happy and satisfied with the service provided, that is the best indicator you can have that you are doing it right.