The ValPal Network’s 19 coronavirus tips for estate agents

1. Whatever you’re doing, communication is key. Make sure your vendors and landlords know your processes and how you’re planning to operate throughout the outbreak, but also, ensure that none of your communication comes across as too salesy or opportunistic. As long as it’s apparent you’re trying to do everything you can to help people, they will be patient and considerate.

 

2. With strict social distancing measures currently in place, and strict government guidance on home moving enforced at present, viewings in person are currently a no-go. However, one increasingly popular way round this is to offer virtual viewings and video valuations. Some agencies will already have this technology in place, others may need to source it from expert providers (there are quite a range to choose from). Virtual viewings are a way of allowing prospective buyers to see a home in an entirely safe manner while adhering to the latest public health guidance.

 

3. There have also been examples of sellers carrying out their own video tours while self-isolating and social distancing, before passing this onto their agent to show would-be buyers. This might be an option if you don’t currently have the virtual viewings infrastructure in place. Thanks to the wonders of modern technology, very good quality videos can be taken on smartphones – and edited and customised accordingly.

 

4. Being an authority and a trusted source is more important than ever in times of crisis. Use your social media platforms and the blog page of your website to keep clients and would-be clients abreast of the latest updates, information and guidance. Always link to respected, trusted sources if you have to refer people elsewhere, and advise your clients to seek the necessary legal and financial advice if it’s required.

 

5. Most smartphones can now allow 360 image mapping, so be sure to utilise this on your listings to give viewers yet another way of seeing the property without having to come round.

 

6. Some agents will be considering pulling spend from their marketing efforts, but the best agents will know that now is the time to invest in marketing, particularly online marketing. With the situation as it currently is, face-to-face viewings are out of the question for applicants and vendors, so make sure you hit them online with Facebook ads and Google ads to ensure your team have a steady stream of leads to follow up with.

 

7. An online valuation tool has never been more important. Being able to offer an online valuation to vendors and landlords is pivotal in this climate, but you cannot rely on this alone. Be sure to offer guidance and support to your prospective clients on what you are doing to help them through this crisis, and what the latest government advice is. While most vendors and landlords will be holding off listing for now, until the lockdown and restrictions are lifted, you can still work closely with them to ensure they are ready to list once the situation improves.

 

8. If you’ve been following our tips, additional photo mapping, video and virtual tours are great, but you need to ensure these are being picked up by the right people. As well as adding them to your listings on the portals and on social media, we recommend putting more money into your Facebook ad campaigns to boost your available properties in a variety of different ways.

 

9. A weekly blog or video update on coronavirus, the property market, and your agency’s stance on how to tackle the issues caused by this will highlight you as the go-to agent in your area and build trust with your current clients.

 

10. Both landlords and tenants in situ are going to want to have stability, so why not contact your landlords and tenants to see if they would like to do a 3 or 6 month extension of their tenancy agreement? What’s more, you could provide landlords with information about buy-to-let mortgage payment holidays and act as an invaluable mediator between landlords and renters organising emergency payment plans.

 

11. Video tours, valuations and additional photo mapping will be crucial while social distancing measures are still in place. However, it will also be important to consider how you will continue to fill the top of your sales funnel with prospective buyers and sellers for when the market resumes. There may be a rush of people wanting to view properties once lockdown is over, so offering flexibility is going to be key in the coming months.

 

12. During the lockdown period of the coronavirus pandemic, email marketing will have made its way to the top of your “must haves” list. If you don’t have the budget to invest in an email sending platform, Mailchimp is free for up to 2,000 contacts and has one of the best drag and drop builders available, so you won’t have to fork out for email design and build. Use it to send out updates and property listings, advising vendors and landlords of the best course of action to take in the current situation to drive more online valuation leads.

 

13. People talk – and if you’re going out of your way to make life easier for buyers, vendors and landlords alike during a time of crisis, you want them to share all the great things you’re doing, so don’t be afraid to ask for reviews, testimonials and referrals. Some agencies offer referral incentives but if you’ve done a good job, all you need to do is ask and most people will say yes!

 

14. With your office now closed for the foreseeable future, you might want to consider a call answering service such as Moneypenny, or have the office phone set-up to divert calls to people’s mobile phones if you haven’t already.

 

15. To show you’re on top of the situation, adhering to government advice and looking out for the safety of your staff and customers, we recommend updating your website and all property listings with a coronavirus policy, outlining how your business has adapted to operate during the pandemic.

 

16. As more people will be at home, we expect to see a rise in portal traffic as buyers and tenants will start to search for their next home online. Now is a great time maximise the conversion of these buyers and tenants with our lead qualifying tool, PortalPal. Filter and vet those with the highest propensity to buy or rent easily with our auto-responder and create multiple revenue opportunities for each lead. For example, mortgage rates are low at the moment, so suggesting your provider at this early stage will boost your revenue through referral fees.

 

17. We’re all in this together, so use this pandemic to go back to your roots and do everything you can to support your community, whether that’s offering to pick up shopping for people in need or be a friendly voice on the end of the phone for someone who is self-isolating. Offer a personal call to all of your landlords to make sure they’re okay, particularly older clients and tenants who may not have any family. Your gesture will go a long way in a time like this and you’ll be remembered for your kindness.

 

18. Socialise on social media during a time of social distancing. Social media will finally be able to be used for what it was made for, connecting people! Make sure your social channels are filled with everything you’re doing to help and carry on during the coronavirus outbreak and make sure whoever manages your social media knows your internal processes and everything extra you’re offering your community.

 

19. Where possible, supply resources for your local community such as signs for their door if they are self-isolating or essential food items and medicine to those unable to leave their homes. Any little thing you can do to help the community at the moment will go a long way.