Practical notes on AI automation
What we are seeing across UK estate agencies, law firms and accountancy practices — where automation earns its place, and where it does not.
Saturday’s Enquiries Don’t Wait for the Diary to Clear
Saturday, 3 October, 10.18am. The branch is open, but nobody is really at the branch. One negotiator is on a viewing, the valuer is driving to an appointment, and the branch manager is trying to cover the phone while preparing for an 11am valuation. Then a buyer enquires about a property through the website. They […]
A Year of Waiting: What It Adds Up To
At 8.43pm on a Tuesday, a vendor finally gets five quiet minutes to call about a valuation. The branch is shut. The negotiators have gone home. The call goes to voicemail, and by Wednesday morning the vendor has already spoken to another agent who answered immediately. That single call does not look like a crisis. […]
The Monday Handover Your Negotiators Deserve
Monday morning. 8.27am. The negotiator arrives, puts the kettle on and opens the weekend enquiry inbox. There are twelve names, nine mobile numbers and a string of portal notifications. One applicant wants to view a three-bedroom semi. Another has asked whether the vendor would consider a lower offer. Someone else called twice on Sunday about […]
Ask for the Review at the Right Moment
Friday afternoon. The keys have been handed over, the vendor has confirmed the money is through, and everyone is breathing again. Your negotiator sends the usual “Congratulations and thank you” email. Then the branch gets busy. A valuation comes in. A buyer wants to move their viewing. Someone is chasing a solicitor about a missing […]
Completion Day: What the Buyer Actually Wants to Hear
Completion day is when the buyer finally gets the keys. It is also the day when they often feel least in control. They may have hired a van, booked time off work, arranged childcare and stood outside their rented flat surrounded by boxes. Their mortgage funds are moving between solicitors, the removal firm is waiting, […]
The 6:40am Valuation Request Nobody Answered
At 6:40am, most estate agency offices are dark. The phones are switched to their out-of-hours message. The negotiators are on the train, getting children ready for school, or still asleep. The branch manager has not opened Reapit, Alto or Dezrez yet. But somebody has just decided to sell their house. They have made the decision […]
One Missed Saturday Call vs a Year of AI
Saturday, 11.06am. The branch is closed, but the phones are not. A homeowner has spent the morning comparing local agents. They have looked at recent sales, checked your reviews and decided they are ready to ask for a valuation. They call your number, hear voicemail and hang up. Perhaps they try again on Monday. Perhaps […]
The Instruction After the Instruction
Completion day is usually treated as the finish line. The keys are handed over, the solicitor confirms the money has landed, someone in the office updates the file and the team moves on to the next instruction. But in my experience, completion is also the moment when the next instruction often starts to take shape. […]
Three Days of Viewings Booked Before Monday’s First Coffee
Saturday morning, 9.06am. One negotiator is opening the branch, another is driving to a viewing and the branch manager is trying to answer a vendor asking for feedback from Friday. Then an applicant enquires about a property on Rightmove. They are not necessarily looking at just your property. They may have three tabs open, two […]
Offer to Keys Without a Single Chase Email
Tuesday, 4.18pm. The buyer’s solicitor has promised an update on outstanding enquiries. The vendor’s solicitor has not confirmed whether the redemption statement is in place. The mortgage offer is due to expire next week, and the buyer is asking whether completion is still realistic. Your sales progressor has already sent two emails, left a voicemail […]