“We stuck with you because you’re really good and we’ve always got on well.”
Our clients choose us for a myriad of reasons but they stay with us for the same reason: we’re good at what we do. That, and our personal service, ensures they don’t want to leave us.
We’re committed to looking after all of our clients. Part of that means regular conversations regarding our service, what they love and where we can improve.
We sat down with Julian Caldwell and Jessica Hartnell of Caldwells to find out more about their experience with us.
Who are Caldwells?
Caldwells is an estate agency established in 1996. They’re based in Lymington and, thanks to over 25 years of experience, have a fantastic knowledge of property in the local area.
As a family-run estate agent, they offer a personal and highly professional service. However, their ace is their dedication to total honesty.
Naturally, they sell properties, managing the entire process from initial valuation, to viewings, agreeing on a sale and the completion of the sale.
The directors and staff live locally and their passion for the area is useful in attracting both buyers and sellers.
A history together
“If it isn’t broke, don’t fix it!”
Our relationship with Caldwells goes back 26 years to their creation. It’s that old we can’t even remember how it started!
Over the years we’ve built them four bespoke websites and managed countless edits and rehashes to help keep their site relevant.
It’s not just about our ability to create great websites. Caldwells appreciates the personal service we offer, specifically the ability to interact with us at any time.
The length of our relationship also means both the directors and staff can chat with us as old friends before getting down to business. Caldwells have found that this makes it easier for us to understand and even predict their needs.
The creation process
Julian and Jeremy Caldwell, and the rest of the Caldwells team, appreciate the need to consistently refresh their appearance to maintain client interest and keep up with the changing marketplace. The most recent Caldwells website was launched at the tail-end of 2023 and it’s their best one yet.
The great thing about working with a client for such a long time is that they feel they can be completely honest with us. We get genuine feedback which allows us to improve the service we offer.
Julian and Jessica both felt that while both our communication and the work we produce is excellent, the process of turning their vision into reality when it comes to a bespoke project can be longer than they would like. They feel that this can mean the goalposts get changed part way through, because they’ve had time to think of something different, extending the completion time even further.
We value the feedback and their feeling that the speed of the process could be improved. It’s something we’re striving to do better. Of course, it’s a balancing act between speed, competitive costing and quality work.
Service satisfaction
As Julian says:
“Trying to get the look you want, an off-the-shelf option means you’re stuck. It’s good we can just phone you up and get things sorted.”
While we’re working on the speed we deliver new websites, this level of satisfaction is a direct result of us following our process to create the perfect site.
Regardless of how long it takes, Caldwells have always been very pleased with the finished product.
Future improvements
Julian understands the importance of a bespoke website. It’s their opportunity to stand out from the crowd, allowing them to attract both buyers and sellers. Their site is more than just a way for buyers to verify they’re genuine, or vendors to check their listing. It’s also an opportunity to increase brand awareness.
Right now, Caldwells are starting to use QR codes to boost traffic on their site and in the future, they’ll be looking at more ways to drive traffic and increase rankings, including adding more testimonials and blogs to their regularly refreshed site.
The good news for Julian and the team is that we’ll be there with them, as we always have.
Click here to see our Caldwells portfolio.
