The office has been granted the Australian Achiever Award for national top real estate office, with special mention to director Nicola Parriera and her ‘army’ of real estate guns.
“I’ve been chasing this award for a while because customer service is so important to me and my team … it’s at the forefront of our business,” Ms Parreira said.
She recently joined an elite club of female real estate agents, having been named one of Victoria’s top 50 women in real estate. She closed nearly 100 sales in 12 months, netting almost $87 million in sales in the last financial year.
The director of four years says she prioritised communication and transparency in serving its customers.
“We keep an open dialogue with our clients, so they are updated every step of the way, and feel completely involved,” she said.
“Having them know you have their back and best interest at heart is what matters most.”
Using the traditional approach without new school gadgets or fancy online messaging systems, Ms Parriera picks up the phone to have a chat with everyone.
“I’ve had people thank me just for following up, saying they’ve felt like just another a number with other agents,” she said.
“It’s baffling because you can’t possibly get the best result for your seller if you’re treating buyers that way.”
Ms Parriera recognised customer service goes beyond good communication and getting sellers a great result, it’s ‘being there from the beginning, right through to settlement and beyond’.
“So being there for handover is really important to me, not just sending them to the office receptionist to collect their keys and saying goodbye, and have a good life.”
Gift wrapping the front door in ribbon, a welcome home doormat, and pizza deliveries on their first night are just a few special things Ms Parreira does for clients.
“The small things can make such a huge difference,” she said.
“Who wants to worry about dinner when they need to focus on unpacking boxes? It’s pizzas for the win.”
The award-winning agent said she owed her success to the support of the community and the spread of good feedback and word of mouth.
“It’s always been a focus to become an area specialist and have that presence within the community,” she said.
“I feel so blessed that the people of Narre Warren have supported me as an agent so it’s really helped me dominate the area.”
Ms Parriera aimed to lead by example her team of 13 property managers and sales agents.
“My army of agents is incredible and always open to growing,” she said.
“It helps when they see me on the ground, on the tools, and they can listen and see it in action.”