Sun 01 Jun 2014
The West London based lettings agency received the Gold Awards in both the London (North) category and the National small chain category at the prestigious Estate & Letting Agent Awards 2014. The award was announced by Phil Spencer, the TV property expert at a lavish luncheon & ceremony at the Hilton Park Lane London attended by 700 of the UK's top estate and letting agents. The awards, celebrating their 11th year are known throughout the industry as the ESTAS. The ESTAS determines the best agents in the country through research carried out amongst customers who are asked a series of questions about the service they have received from their agent, 32,000 questionnaires were completed by customers during the competition. Phil Spencer, who has hosted the ESTAS every year since their inception in 2004 said "The ESTAS are about making people happy, putting a smile on their face and making a genuine difference to peoples' lives. An agent's role is about guiding people through one of the most stressful times in their lives and that's not an easy job. In a world where it's becoming increasingly difficult to make contact with a real person in a company isn't it so refreshing that you can phone almost any estate or letting agent in the UK and get straight through to a real person. The ESTAS help agencies to focus on customer service levels and that's why agencies keep coming back". Ben Madden, Managing Director of Thorgills said "We are absolutely thrilled to be recognised at this year's ESTAS. It means so much to us as we know it's our customers who have judged our performance. We take our levels of customer service very seriously because we know clients have a choice. We have always been very proud of the personal service we provide and this is great way to demonstrate how good we really are. The challenge now is to maintain these great service levels and improve upon them wherever possible, and this is something we will embrace whole heartedly."