A former senior Foxtons and Douglas & Gordon agent has hit out at “the relentless key efficiency indicator tradition” of some businesses.
Matthew Thompson has stop Douglas & Gordon, the company bought by Foxtons earlier this yr. He had been its south London space director. Thompson had beforehand labored for 9 years at Foxtons itself – he ran the Brixton department.
Now he has joined the Keller Williams company, to run ‘KW Prime’ – its central London market centre servicing 70 self-employed brokers. Thompson insists his transfer was determined earlier than the Foxtons takeover of D&G this yr, however he doesn’t maintain again on criticism of what he calls “the established company mannequin.”
“My perception is that superior consumer service and agent efficiency may be smothered by a relentless KPI tradition whereas in reality, nurturing nice relationships with shoppers and brokers is the important thing to long run success” says Thompson. It’s too transactional and so usually the deserves of gifted employees may be diluted by a ‘record, record’ record’ angle pushed by property company leaders.”
Ben Taylor, chief govt of Keller Williams UK, feedback: “As the trade is altering to turn out to be far more individuals and relationship focussed, it’s vital to me that Keller Williams isn’t just attracting the perfect people within the trade but additionally these, like Matthew, which are keen about supporting and nurturing relationships with formidable brokers and the general public alike. The client is changing into extra subtle and expectant and our trade should now transfer in keeping with this progress”.