Whether it's about a corner store, a major corporation or a utility provider, we've all had cause to complain about poor customer service. But the group that seems to attract the most criticism, with the possible exception of used-car salesmen, is estate agents. As The National reported yesterday, estate agents in Dubai have been accused of failing to keep high standards of customer service, and have been urged to take the issue more seriously.
The general perception seems to be that agents are opportunists who will set up quickly in boom times, offer little or no service and then disappear when the market flattens. Indeed, this was the case in Dubai at the end of the property boom, when some unregistered agencies did simply shut up shop overnight. One agent admitted that clients were often wary of him, and that “out of 10 people, maybe seven will trust me”.
At the heart of the issue is the question of who estate agents actually work for – the owner of the property, the prospective buyer or tenant, or simply themselves. As one Dubai resident said: “My experience of estate agents has been that they just want to get their percentage of the deal and don’t really care what happens afterwards.”
From a customer’s point of view, word of mouth – a recommendation from a friend or colleague – is often a reliable way to select a reputable agent. An online rating system set up by one real-estate firm in May 2012 is also playing its part, with indications that satisfaction levels with agents have risen from 6.5 to 8 out of 10 in the past two years.
But there is more that agents can do to raise their esteem in the eyes of the general public. While government oversight already plays a role, the voluntary establishment of an industry-wide body would be a positive step. Such a body could help raise standards of service a by setting a code of conduct, and by offering training and ongoing professional development courses, rewarding those who meet high standards and perhaps penalising those who don’t. Agents in the UAE also need cultural awareness training, as they will inevitably be dealing with people from different backgrounds with different expectations.
By addressing how they can, collectively, improve the way they do business, agents can go a long way towards salvaging their reputations and securing the confidence of the people they deal with.
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Moon Music
Artist: Coldplay
Label: Parlophone/Atlantic
Number of tracks: 10
Rating: 3/5
UPI facts
More than 2.2 million Indian tourists arrived in UAE in 2023
More than 3.5 million Indians reside in UAE
Indian tourists can make purchases in UAE using rupee accounts in India through QR-code-based UPI real-time payment systems
Indian residents in UAE can use their non-resident NRO and NRE accounts held in Indian banks linked to a UAE mobile number for UPI transactions
RESULTS
5pm Maiden (PA) Dh80,000 (Turf) 1,600m
Winner Thabet Al Reef, Bernardo Pinheiro (jockey), Abdallah Al Hammadi (trainer)
5.30pm Handicap (PA) Dh80,000 (T) 1,600m
Winner Blue Diamond, Pat Cosgrave, Abdallah Al Hammadi
6pm Arabian Triple Crown Round-1 Listed (PA) Dh230,000 (T) 1,600m
Winner Hameem, Adrie de Vries, Abdallah Al Hammadi
6.30pm Wathba Stallions Cup Handicap (PA) Dh70,000 (T) 1,400m
Winner Shoja’A Muscat, Szczepan Mazur, Ibrahim Al Hadhrami
7pm Maiden (PA) Dh80,000 (T) 1,200m
Winner Heros De Lagarde, Szczepan Mazur, Ibrahim Al Hadhrami
7.30pm Handicap (TB) Dh100,000 (T) 2,400m
Winner Good Tidings, Antonio Fresu, Musabah Al Muhairi
Inside%20Out%202
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EA Sports FC 25
Developer: EA Vancouver, EA Romania
Publisher: EA Sports
Consoles: Nintendo Switch, PlayStation 4&5, Xbox One and Xbox Series X/S
Rating: 3.5/5
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Joker: Folie a Deux
Starring: Joaquin Phoenix, Lady Gaga, Brendan Gleeson
Director: Todd Phillips
Rating: 2/5
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Company%20Profile
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Abramovich London
A Kensington Palace Gardens house with 15 bedrooms is valued at more than £150 million.
A three-storey penthouse at Chelsea Waterfront bought for £22 million.
Steel company Evraz drops more than 10 per cent in trading after UK officials said it was potentially supplying the Russian military.
Sale of Chelsea Football Club is now impossible.
Best Foreign Language Film nominees
Capernaum (Lebanon)
Cold War (Poland)
Never Look Away (Germany)
Roma (Mexico)
Shoplifters (Japan)
The%20specs
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The Lost Letters of William Woolf
Helen Cullen, Graydon House
BRAZIL%20SQUAD
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Jigra
Starring: Alia Bhatt, Vedang Raina, Manoj Pahwa, Harsh Singh
The specs
Engine: 1.6-litre 4-cyl turbo
Power: 217hp at 5,750rpm
Torque: 300Nm at 1,900rpm
Transmission: eight-speed auto
Price: from Dh130,000
On sale: now
Our family matters legal consultant
Name: Hassan Mohsen Elhais
Position: legal consultant with Al Rowaad Advocates and Legal Consultants.
New schools in Dubai
The%20Genius%20of%20Their%20Age
%3Cp%3EAuthor%3A%20S%20Frederick%20Starr%3Cbr%3EPublisher%3A%20Oxford%20University%20Press%3Cbr%3EPages%3A%20290%3Cbr%3EAvailable%3A%20January%2024%3C%2Fp%3E%0A
STAR%20WARS%20JEDI%3A%20SURVIVOR
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Overall head-to-head
Federer 6-1 Cilic
Head-to-head at Wimbledon
Federer 1-0 Cilic
Grand Slams titles
Federer 18-1 Cilic
Best Wimbledon performance
Federer: Winner (2003, 2004, 2005, 2006, 2007, 2009, 2012)
Cilic: Final (2017*)