Many years ago we realised that Property is a service industry like any other and that the success and happiness of our customers is key to the success of our business. We started calling our occupiers ‘customers’ as we believe it’s easier to understand a customer’s needs when you think of them in that way – after all, everybody knows how they expect to be treated as a customer.

We actually spend much of our time talking to our customers. We not only talk to them regularly, we work, eat and natter with them every day. We actually go out of our way to find out what our customers need by carrying out regular independent customer surveys and studies. This combined with our own direct face to face customer relationships means we learn a lot of valuable stuff.

Because we can’t meet everybody everyday we’ve developed a way of staying in touch with customers via a system we call Magpie; you’ve probably noticed the button above. Magpie is a system unique to Marchday which allows us all to keep in touch and update each other on everything that’s going on, from the latest gossip to maintenance updates, from nights out to essential services. For our customers its also a central point for information on their leases, floor plans, rent payments and service charges. We wouldn’t be without Magpie these days. It’s become a much used part of the Marchday community.

We’re now in a position where we enjoy great openness with our customers. We listen to them and learn from them all the time. They’re passionate people with strong opinions and great ideas. The outcome is that we can keep improving our service and customers repay us with their loyalty.

This is our version of customer service. It’s simple and it works.