We are unveiling the stories behind the success of Viewber, a tech-enabled property services platform.
What kind of clients do you work for?
A wide variety, mainly Auctions, Fast Buy and Sell Companies, Social Landlords and Housing Associations, Online Estate Agencies, High Street Sales and Lettings Agents, Property Managers + Landlords and Investors.
What’s your USP?
Our tech-enabled platform gives access to 7,000 Viewber members with a wide range of skill sets covering every single UK postcode. These are not franchised businesses and are on demand with one point of contact and one SLA. Due to the platform development, almost 97% of viewings, for example, are fully automated from registration to receiving feedback after viewing.
What marketing strategies bring your clients to you?
Word of mouth works well, but in a competitive business, once auctioneers, for example, are seen to be growing fast, their competitors want to know how. We are primarily a B2B business, so of course, we used trade websites like propertyindustryeye.com early on, but as time has passed, we are well known, and if people need help, they know where to come. Our marketing is now mostly on Social Media.
Which service is most in demand among your clients?
Viewings and Open Houses still comprise about c.60% of our monthly appointments.
What is the biggest and smallest job you have done for a client?
The biggest was inspecting a block of 35 flats. The smallest would always be a single viewing in a location close to where a Viewber member is based. Our Viewber Members’ average job is less than three miles from where they live.
What’s the service you offer that most people are surprised to learn about?
Given the tech in cameras that do 360 tours and floorplans is now much simpler, many are surprised we offer a national ability to do a full property marketing pack for c. £100. There’s little involving property we can’t do!
What role does customer feedback play in your business?
We’ve always striven to offer the highest levels of service. In property, people are demanding and if you mess up, they won’t be back. See our testimonials to see how pleased our clients are with what we do. A complaints ratio of 0.5% is less than I used to have when running an estate agency!
Do you have any plans to expand the services you offer?
We’re growing constantly and have dozens of bespoke services clients have requested on top of our c. 42 existing services. Once you’re an established client – more or less anything is possible. Of course, we are often approached about ‘cookie cutting” what we do here abroad, and eventually, we will.
Have you ever uncovered anything bizarre or illegal in any of the properties?
Yup – but we can’t talk about it!!
As a director – what is your morning routine?
Life’s about balance – no one receives praise for sending an email at 5.30. Balance is the word. Suffice it to say I don’t drink caffeine for a bit, I don’t look at my phone for half an hour at least after waking, and don’t put my glasses on for at least thirty minutes either. Those last two points are not related BTW!
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Who are you, what’s your background?
I’ve been in property since 1979, have run one of the largest agencies in London, was on board of the TPO, and am still on the industry forum, I’m an FRICS and regularly contribute to lots of newspapers, TV/radio channels, write for The Spectator and have had a central role in two BBC series on property. In a world where much is nonsense, I’m well known for saying things as they are. I left my then well-paid job to found Viewber in 2016 and am still part of the Chief Executive Team and involved day to day.
Thank you Gavin for your time!