Sales Commission Lost But Top Award Gained For Lettings Firm

The South London Business of the Year trophy has been given to the lettings firm Young London this year, which took place in alliance with HSBC. 

Young London has taken the unique step to use customer service results as the incentive to drive their sales team, rather than rewarding them according to commissions.

As well as The South London Business of the Year trophy the company was also honoured with awards for Best Small Business and Best Business for Innovation, in recognition of the attention they pay to landlords and tenants over transactions.

Neil Young, Founder and chief executive, said “It’s a great honour. We just tried to do the right thing and run a business in the way we think it should be run.

“It came naturally to decide to change the model and put the focus on customer service, so it’s fantastic to be recognised for doing the right thing by our staff.”

One of the judges, Nick McMenemy from Towergate Financial, stated that “Young London impressed by turning on its head the traditional business model of their sector.

“Sales staff are rewarded based on customer satisfaction, not commission. The commitment to making clients feel welcome both in their new homes and in their neighbourhoods is second to none. They have also successfully embraced a wide variety of digital social media, combining both revenue generation and providing genuine support to local residents and businesses.”

The event was presented in front of a 500 strong audience of invited business personnel last Thursday, and saw Neil Young, with the other company directors, Sylvana Young, Michael Oakes and David MacKenzie, pick up their awards.

Each month the company publishes their customer service results on their site. An impressive 100% of their landlords and tenants said they would reccomend Young London’s services, with a further 87.5% rating their experience with the company as ‘good’ or ‘excellent’, according to last month’s survey results.

Young further said “We retain 98% of our clients each year and get almost all our new business from referrals, which is unusual in our industry, and we think that speaks for itself.”

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