Sam is joined by AJ Mastermind’s Client Executive, Emma Heath for this episode and they delve into the core principles that make an estate agency truly remarkable. Learn how curiosity and questions can spark deeper connections and understand the delicate balance of building rapport without letting ego steer the conversation.

Gain insights on delivering a world-class customer experience with empathy and avoid generic, insensitive practices.

Explore how Ashdown Jones uses training to refine agency communication to ensure professionalism and personalisation and understand the importance of humility and collaboration within the workplace to tackle challenges collectively.

Key principles like "We do what we say we'll do" underscore the significance of trust and reliability in client relationships.

Find out why it is important to avoid negative language and gossip, and how positive language can foster team cohesion and client satisfaction. Sam shares AJ Mastermind’s guiding principles, encapsulated by green "always" and red "never" disciplines, to underline their commitment to integrity.

We have actionable advice on:

• Handling client challenges with empathy.
• The impact of unsolicited advice versus solicited advice.
• The benefits of mastermind memberships and transitioning to high-end agencies.

Tune in, take notes, and transform your business practices to deliver unparalleled experiences and stand out from the rest.

When you’re ready, here are ways we can help you to IGNITE your agency:

1. Experience a behind-the-scenes day at AshdownJones HQ in Windermere for FREE! Secure your spot at www.ajmastermind.co.uk/events
2. Listen to more illuminating episodes:
   https://www.ajmastermind.co.uk/ignite-podcast
3. Request an AJ Mastermind brochure by calling 015394 40892 or emailing emma@ajmastermind.co.uk

Engage with ambitious estate agency owners and foster growth in your business by joining our private Mastermind Facebook page: https://www.facebook.com/groups/ajmmforagencygrowth

Don’t hesitate to ask your questions to Sam or Phil: sam@ajmastermind.co.uk or phil@ashdownjones.co.uk

Explore upcoming events and more at: www.ajmastermind.co.uk/events

Some key takeaways:

➡️ Balancing rapport-building and ego in client interactions is crucial.

➡️ Trust builds gradually from consistent reliability and transparent communication.

➡️ Unsolicited advice is best received when permission is sought first.

Notable moments:

✅ “Building trust is like piling up pebbles. It’s done gradually but can be lost all at once.”

✅ “We steer clear of negative gossip to keep our team environment positive.”

✅ “Delivering good news in person helps maintain clear, effective communication and shows clients they’re a priority.”

Embrace these principles to ensure your independent estate agency not only competes but excels in delivering exceptional client experiences.