A former senior Foxtons and Douglas & Gordon agent has hit out at “the relentless key performance indicator culture” of some agencies.
Matthew Thompson has quit Douglas & Gordon, the agency purchased by Foxtons earlier this year. He had been its south London area director. Thompson had previously worked for nine years at Foxtons itself - he ran the Brixton branch.
Now he has joined the Keller Williams agency, to run ‘KW Prime’ - its central London market centre servicing 70 self-employed agents. Thompson insists his move was decided before the Foxtons takeover of D&G this year, but he does not hold back on criticism of what he calls “the established agency model.”
“My belief is that superior client service and agent performance can be smothered by a relentless KPI culture whereas in truth, nurturing great relationships with clients and agents is the key to long term success” says Thompson. "It’s too transactional and so often the merits of talented staff can be diluted by a ‘list, list’ list’ attitude pushed by estate agency leaders.”
Ben Taylor, chief executive of Keller Williams UK, comments: “As the industry is changing to become much more people and relationship focussed, it’s important to me that Keller Williams is not just attracting the best individuals in the industry but also those, like Matthew, that are passionate about supporting and nurturing relationships with ambitious agents and the public alike. The consumer is becoming more sophisticated and expectant and our industry must now move in line with this progress”.