These Ray White members understand that putting their customers first is the key to everything they do . At this year ’ s annual awards , their exceptional dedication was celebrated as they earned the prestigious Clients ’ Choice Award for their network , recognising their standout commitment to service . We asked a few of our 2023-24 winners what customer service and winning this award means to them .

Each winner was ranked as one of the top salespeople in their market group based on aggregated scores across NPS , response rate and surveys sent , with a minimum response rate of 35 per cent and 15 completed surveys .

Scott Bockmann

Ray White Yorke Peninsula SA

I believe to achieve the best result for my vendor it definitely helps to have a good relationship with potential purchasers , and to make the process as smooth as possible . I ' m not a fan of high pressure buying or selling myself so I go the more relaxed route and especially being in the country , that ' s important to me . To me , communication is key .

My top tip would be around being available and responding as quickly as you can , which everyone appreciates and it helps to nip any little issues in the bud before they become big issues .

Receiving this award is something I definitely strive for . Being from regional South Australia and living in a country town with a population of 1,100 people , and that town being the largest in the area , makes it virtually impossible to compete with metropolitan based agents for number of sales or commission based awards but customer service is the one award where every agent competes on a level playing field .

Daniel Kelly

Ray White Yamba | Maclean NSW

We have a fairly simple theory when it comes to customer service - do whatever it takes within the means that we have to make the client proud of their choice of agent , and happy with the outcome .

We pride ourselves on listening to the client at the start and developing a deep understanding of what they want to achieve . We also take time to understand what is important to them and we go about our process methodically to ensure that the client can see that everything that we are doing is progressing them toward their desired outcome .

My top tips would be to focus on the speed of your responses and any actions . Clients are always impressed by speedy responses and things happening at a fast pace . Clients can also have a fairly narrow view of the role of an agent so when we do things beyond what we ' re expected to do this often creates a great experience for clients as well .

Keta Ferrari

Ray White Rangiora NZ

I pride myself on maintaining strong , open communication with every client ; knowing my client ' s needs is essential , so I make it a priority to listen closely to their goals and concerns . This not only helps my approach but also shows clients I genuinely care about their success and what they are wanting to achieve . Challenges are part of real estate , but my approach is to stay positive and proactive .

Rather than dwell on obstacles , I focus on finding solutions .

To me , exceptional customer service is about consistently mastering the fundamentals while always striving to go above and beyond . Building rapport is where it all begins , once that connection is established , trust naturally follows . I often say that trust is essential , clients need to feel confident they ’ ve chosen the right professional to achieve their goals . My goal is to earn that trust by showing clients , from the start , that I am fully committed to delivering results tailored to their needs .

Fergus Torpy

Ray White Warrnambool VIC

As our individual businesses grow and we get caught up in more and more transactions , I feel like we can lose our authenticity and time to build rapport . Our transactions and experience to clients becomes very regimented and lacks depth of connectivity . So , I employed an operations manager to layer our customer experience . Building the team has allowed better quality time with clients , really deep diving into their problems and how we best create a solution , and being in the trenches with them to provide emotional involvement but stay unwavering in the process .

Building a team has allowed us to step up our customer experience - making sure we dot the i ' s and cross the t ' s . Our best lead generation for more customers are our current ones . Our best lead generation is referrals . Provide a wow experience , communicate regularly , ask questions and take the time to understand who your client is . We also like to follow up on where our client isn ' t happy so we can get on top of any issues early .

Emily Pendleton

RWC Northern Corridor Group QLD

My approach to customer service includes aiming to make every client feel valued and genuinely heard . To me , great service means being responsive , transparent , and really tuned in to what clients need . I make sure to always follow through on my promises and be as proactive as possible , so clients never feel like they ' re left in the dark . I pride myself on being someone they can trust , who is there for them every step of the way , whether it ' s good news or bad .

My top tips for dealing with customers would be that listening is key , and having a positive , solutionsfocused attitude really helps . goals . I believe in setting realistic expectations from the start and keeping communication flowing throughout the whole process . Being genuinely invested in their success and showing empathy when things get challenging is what makes a difference . Clients want to know that I ’ m on their team and working toward their goals . I believe in setting realistic expectations from the start and keeping communication flowing throughout the whole process . Being genuinely invested in their success and showing empathy when things get challenging is what makes a difference .

Matthew Wade-Taylor

Ray White Lara VIC

My approach is to provide an exceptional experience for my clients by taking on all the stress , allowing them to enjoy a seamless and positive journey .