How Client Feedback from Sotheby's Improved Click's Floorplan Process

At Click, we believe listening closely to client feedback doesn't just solve immediate issues, it helps us enhance our services for everyone. A recent query from Sotheby's about discrepancies in our floorplans highlighted a vital opportunity to improve how we handle and communicate queries relating to property measurements.

Understanding Sotheby’s Concern

Sotheby's raised an important point: why did the square footage on Click's floorplans occasionally differ, sometimes larger, sometimes smaller, from existing plans provided by their vendors when they purchased the properties? These inconsistencies caused confusion for homeowners preparing properties for listing. Sotheby's sought guidance on managing vendor expectations and resolving these differences clearly and effectively.

Our Investigation: Identifying the Issue

Taking Sotheby's query seriously, we conducted an internal audit of our processes and quickly spotted a key issue. We had been treating all floorplan requests similarly, whether they were straightforward name changes, such as relabelling "Front Bedroom" to "Primary Bedroom," or more complex accuracy queries involving discrepancies in square footage.

Although we recognised internally that these types of queries carried different implications in terms of responsibility and accuracy, our communications hadn't clearly reflected that. Our primary focus had been on rapidly resolving requests rather than providing detailed explanations about the changes we made.

A New Approach: Two Distinct Processes

In response, we restructured our approach to clearly differentiate between two distinct types of floorplan queries:

1. Floorplan Adjustments

These are simple and typically cosmetic changes, like room renaming or minor layout clarifications. They don't affect the property's measurable area, known technically as the Gross Internal Area (GIA). The GIA, as defined by RICS (Royal Institution of Chartered Surveyors), refers specifically to the total internal area within the external walls, excluding voids, balconies, and areas with limited headroom.

For adjustment requests, our priority is speed and efficiency, quickly resolving them so that listings can go live without delay. We also track these changes weekly to identify common patterns, informing our internal training and improving overall accuracy.

2. Floorplan Accuracy Queries

Accuracy queries involve deeper, technical considerations, usually discrepancies in square footage when compared to previous or third-party plans. These queries require careful handling and detailed explanations to educate and support our clients effectively.

For these cases, our enhanced process includes:

• Conducting a detailed overlay analysis, where we digitally compare our floorplan to third-party versions, clearly highlighting differences.
• Referring explicitly to RICS guidelines, ensuring our clients understand the official standards we adhere to for calculating GIA.
• Prioritising transparency in communication. If we identify an error in our plans, we openly acknowledge this and swiftly rectify the issue.
• Providing clients with clear, informative conclusions. After our analysis, clients have two options: either proceed confidently with Click's verified floorplan or request an amendment to match the legacy or vendor's existing plan for consistency.
• The Result: Enhanced Transparency and Confidence

By clearly segmenting floorplan queries and aligning our responses to the type of query, we've significantly improved clarity and transparency. Clients now receive detailed, informative explanations tailored to their specific concerns, empowering them to communicate confidently with homeowners.

We're grateful to Sotheby's for bringing this to our attention. Their feedback not only improved our service for them but also elevated our standard of communication and accuracy for all Click clients.

At Click, client feedback isn’t just heard, it's actively applied to enhance every aspect of our service.

Questioning your current supplier?

Does your current supplier offer a similar approach to feedback and transparency? If not, schedule a call with our team today, we’d be delighted to explain how Click's responsive and clear processes can make a difference for you.