Dourish and Day lettings have won the British Property Awards for Stafford for a second consecutive year with Lettings Negotiator Janine catapulting the team through the mystery shopping judging with exceptional customer service. Following the success of this award the team will move through to the National Awards with the shortlists being announced later in the year. This award is based on 'mystery shopping' with staff judged on responsiveness, helpfulness and going the extra mile for customers. Janine in the lettings team showed outstanding customer service in the judging time and time again, demonstrating why Dourish and Day consistently win awards for Customer Service from a wide range of national recognised awarding bodies.
Having been voted previously the 'Best Lettings Agent in the West Midlands' its no surprise our success continues in to 2022 and the lettings team have their eyes on even more prizes this year. As Ellie Bell-Jenks Lettings Director explains "Awards are not everything in our work but they are a very nice reward for our team members who genuinely work very hard to do their best for all our clients. Our business focus has always been to provide a service not offered by other agents, making our clients individuals that we have a rapport with and go on to develop strong links with over many years. So often now we consider our clients as 'friends' of our company. We know their children, their grandchildren, see pictures of their weddings, christenings and sometimes even hold their hands through the not so great moments in life. We found during Covid more than ever that people needed us to be a friendly face, sometimes to ease their loneliness, to talk through a problem, or simply to ask 'How are you?'. Its more than a business, it about making our clients part of our family."
As our lettings business continues to grow our focus remains customer based and our staff recruitment focuses on the same basic principle. While obviously lettings is highly legislated many landlords want someone to guide them through both the good and bad times with a sound legal knowledge but also a personal relationship an understanding that what is happening with their property ultimately impacts their lives too. As one landlord succinctly put it;
Dourish and Day are my go to agent, their experience and knowledge of the rental sector is excellent. Having managed my own properties for years I was well versed in the trials and tribulations of being a landlord, however when I wanted to take a step back Ellie was there to take over. Her professionalism and hard working attitude has put me at ease and allowed me to have more time to work on other projects knowing that my properties are in safe hands. Yes, we’ve had some interesting times together and could tell you a story or two over a glass of wine that might make your toes curl but we’ve worked through it together and I have full confidence in her and her team that would mean that there is nobody else I would have manage my properties. E Fisher - landlord January 2022
From a tenants perspective its often about repairs and maintenance and again an understanding about their lives. By making our tenants individuals we can work them to make each let a success. One tenant reviewed her experience with Janine, Amy and Sarah as follows;
We have always received exceptional service from the team at Dourish and Day. From initially booking viewings of the property, to moving in and now one year later the team are still incredibly helpful. Having spoken to the team several times re niggles on the house we are always reassured things will be sorted in a timely manner and nothing ever feels too much trouble. A Carter - tenant January 2022
We dont think we could have put it better ourselves!
We shall keep everyone updated on our awards success through the year but given how exceptional this team are the positive feedback is sure to keep coming.