When an Estate Agent Does the Right Thing

It's not every day that you come across a business that's willing to put integrity ahead of income, but today, we had exactly that kind of experience with a local estate agent.

A close family member is trying to sell their diseased mother's property. Its now 3 years on, and not been sold. It is an over 55s in a small town, so appreciate it may be more difficult to sell. 

It did sell over a year ago but the buyer dropped out just before completion due to ill health. 

They then changed agents and went with someone about 5 miles away. The property was listed with them for 12 months and there wasn't a single viewing. All the promises at the valuation never materialised. Communication (which the agent said was superb) was none existent. He said they could talk to him anytime. When calling to ask to speak to him, he was always unavailable. They did nothing other than stick it on the portals. 

The family decided to stop using the agent, and on the call where they were cancelling, the agent didn't even ask why. Good business practice? Personally I'd want the feedback to help improve. Even if it's to decide not to list properties in that area again.

So after a bit of a spruce up (freshly painted and new carpets), they are putting the flat back on the market. They arranged a valuation with a number of agents, one being over 7 miles away. Their team set up the valuation last week. The usual process. Nothing out of the ordinary.

But then, something unusual happened.

The branch manager called my family member directly today whilst we were enjoying a break between getting the flat ready - not to confirm the appointment or upsell their services, but to be honest.

She explained, very candidly, that their office was based in another area (approximately 7 miles away), and while they'd be happy to help, she didn't feel they were the best fit for our needs. Instead, she recommended a more local agent - someone she believed would be better placed to offer the right local knowledge, presence, and buyer network for our area. 

Myself and the family member had actually been discussing this earlier that day, and I'd passed on some advice from an ex agent, who also suggested the same company. I had explained his reasoning, and the lady from Winkworth in Ferndown Dorset Rosella Short said exactly the same. 

She turned down the business… and gained my absolute respect.

In an industry that's so often viewed with scepticism, it's moments like this that remind you there are professionals out there who genuinely care about doing the right thing - even when there's nothing in it for them.

This agent:

• Put the client's best interests first
• Demonstrated honesty over profit
• Strengthened trust in the profession

That call may have cost her a potential instruction - but it created a lasting impression and a story worth sharing.

This is what great estate agency looks like.

Not just listing homes, but building trust. Not just chasing instructions, but making sure clients get the right advice, even if that means walking away.

To the branch manager who made that call today (Rosella Short of Winkworth in Ferndown Dorset),  thank you. You reminded me, and hopefully others, that there's real integrity in this profession when people choose to lead with it.