The highly successful office in Melbourne’s north-west has just been named the dual national winner for the Real Estate Services section of the 2021 Australian Achiever Awards for Excellence in Customer Service. Barry Plant Essendon was given the award alongside Fletchers Real Estate in Canterbury. Barry Plant Essendon received an amazing 99.79% overall customer satisfaction rating.
The Australian Achiever Awards have been running for over two decades and are a way to give businesses across the nation an unbiased and quantifiable way to be recognised for remarkable customer service commitment. The awards give small to medium-sized businesses that truly provide good customer service a responsible and credible way to showcase their commitment.
“It’s a terrific pat on the back for all our staff and the hard effort they’ve put in, especially over the last year and a half and dealing with COVID-19. So many of them have been knocked from pillar to post with everything they’ve had to deal with,” said Bill Karp, Director and Auctioneer at Barry Plant Essendon.
“The rental team have had to contend with a lot of issues, particularly with major changes to the legislation and the challenges that have come with emotional landlords and tenants dealing with the economic fallout of the pandemic. The sales team have also had to deal with a lot of moving parts, including the last-minute change of auction dates and open for inspections because of snap lockdowns. They’ve just been amazing when it comes to communicating with clients, as have the administration staff who have been brilliantly resilient in adjusting to the changing conditions.”
The Australian Achiever Awards have over 20 categories across a range of industries in 2021, from real estate to travel and tourism, childcare, security, finance, employment, and building.
Barry Plant Essendon achieves such a high score because they have an internal team that deals specifically with customer service, a focus that can be a rarity when it comes to real estate offices in Australia.
“For 22 years, since we first opened the office, we have had a dedicated customer service group. They do so many different things around service, settlements, resolving complaints and responding to feedback,” said Bill Karp.
“Having this dedicated team to assist all of our clients, whether they’re buyers, sellers, or renters, has been critical for us. Not only do we want to achieve optimal property results for all our clients, but we want their real estate experience to be a great experience - one that is positive, relaxed, and hassle-free.”