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John Lewis guru to tell estate agents how customer service is done

The man responsible for defining John Lewis’ legendary customer service, and preserving its Never Knowingly Undersold pledge, is to address the National Association of Estate Agents’ annual conference in February.

He is Andrew McMillan who started as a management trainee at John Lewis’s Brent Cross branch before going on to spend 28 years working for the company, ultimately becoming responsible for customer experience across the department store division. 

He now advises organisations of all types and sizes, helping them to identify and develop a brand personality and to re-establish the core values that led to their success in the first place: his clients to date include the NHS and Virgin Atlantic. 


Also addressing the NAEA event, to be held on February 14 in London, will be Joe McEwan, the former head of brand at Innocent. 

He began working for the company in 2007, becoming part of a leadership team which created one of the most unusual, best known and quirky brands in the UK.

For the third year running, Sally Bundock, business and financial journalist at the BBC, will be hosting the NAEA event, which the association says “is an essential opportunity for agents to network with likeminded peers, get up to date with important industry issues and hear valuable guidance on developing as professionals.”

Early bird tickets are now available for all members on the NAEA Propertymark website - although the offer ends on December 14 - while the association’s president, Mark Bentley, says: “We’re really looking forward to welcoming everyone to next year’s annual Conference in London. The housing market continues to dominate the news agenda and with the government working to improve the buying and selling process, the conference provides a good opportunity


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