The good, the bad and the tardy – our house-hunter runs the rule over agents

A personal view from the other side of the transaction

I work in the property industry. I talk about lead management, systems and customer journeys every day.

But over the past few months, I’ve experienced all of it from the other side.

I’m currently selling my flat and trying to buy a house. I’ve made enquiries on 15 properties, booked viewings, chased callbacks and answered qualification questions from a wide range of agents.

What I’ve learned is simple: the gap between average and excellent agency is still huge and most of that gap comes down to systems.

Speed isn’t a buzzword — it’s reassurance

Out of 15 enquiries, the fastest response I received came in around an hour. The slowest took 19 hours. One agent took two full days to reply, despite multiple contact attempts.

In one case, an agent promised to call back at a specific time. I waited with my phone beside me. The call never came. The next day, I received an email saying he had tried. He hadn’t. There was no further follow-up.

From inside the industry, “speed to lead” can sound like a marketing phrase. From the outside, it feels personal. When you’re trying to buy a home, often while selling your own, delays create uncertainty. And uncertainty creates stress.

A quick, clear response doesn’t feel pushy. It feels professional.

Qualification separates the good from the average

When it came to understanding my position as a buyer, results were mixed.

Only three agents explicitly asked whether I had a property to sell and offered a valuation. Around ten asked enough to understand that my flat was under offer. Five didn’t ask at all.

Only three asked if I wanted to speak to their mortgage broker and they were the same three who asked the right qualifying questions from the start.

That stood out.

When agents follow a structured process, they uncover more opportunity. When they rely on instinct alone, things get missed. Good systems don’t replace conversations - they make them better.

Process matters more than personality

Most agents were polite when arranging viewings. But only a few felt organised.

Some didn’t have access to diaries. Others weren’t sure of vendor availability. Every agent added me to their mailing list, even after I asked not to be. One said I couldn’t view unless I agreed to receive marketing emails.

These aren’t personality problems. They’re process problems.

When workflows are fragmented, customers feel it immediately. When systems are joined up, the experience feels calm and controlled.

The difference a great agent makes

Among all the viewings, one agent stood head and shoulders above the rest.

He responded promptly, structured viewing slots clearly and set realistic deadlines. He followed up with confirmations and reminders. On the viewing itself, he answered every question confidently (even the difficult ones) and came prepared with information about potential extensions and costs.

We offered on that property. It went well over asking price.

What struck me most was how different it felt. There was clarity and momentum. I felt guided rather than left to figure things out alone.

The best agent didn’t talk the market down. He controlled the process and created competition. The emotional difference was immediate and so was the result.

When systems fail, trust disappears

At the other end of the scale was an experience that almost made me abandon a property entirely.

Calls were routed through an outsourced service that couldn’t identify the agent or spell the street name. Promised callbacks didn’t happen. My details were recorded incorrectly. I had to repeat information more than once.

If we hadn’t genuinely liked the property, I would have walked away.

Even small issues added up. Several viewing confirmation emails landed in my junk folder. Without checking, I could easily have missed appointments.

When you’re juggling work, life and a sale of your own, small breakdowns feel bigger than they should.

What this experience reinforced

Buying and selling a home is emotional. Much of it feels outside your control. The agents who reduce that uncertainty through speed, clarity and consistent follow-up, instantly reduce stress.

The agents who stood out were fast, organised and proactive. The others weren’t bad people; they were let down by inconsistent systems.

That’s why structured lead management and intelligent automation tools, like our own  ValPal Pro and PortalPal, matter. Not because they replace good agents, but because they support them. They ensure enquiries are acknowledged quickly, information is captured properly and follow-up doesn’t depend on memory alone.

From the inside, automation can sound technical. From the outside, it simply feels like good service.

We can help you to help me…and all the other anxious buyers out there.

Email: team@valpal.co.uk