Questions and Answers
Questions about RealService:
What does RealService do?
RealService is a London-based consulting business specialising in customer service within the real estate industry in the UK and across Europe. We work across all sectors – office, retail, industrial, residential and rural – and with a wide range of organisations and property professionals including investors, developers, property managers, advisors and industry groups.
Our products and services fall into four categories: Insight, Action, Best Practice
and Benchmarks.
How can RealService help me?
Our services will help you to retain your customers and attract new ones more quickly as well as helping you to discover how your service standards compare with your competitors. They will also enable you to manage customer relationship risks and avoid the nasty shock of losing a key occupier or client. Furthermore, you will be able to acquire skills and knowledge to motivate your management team and to operate more efficiently and cost effectively overall.
How long has it operated?
RealService (formerly Kingsley Lipsey Morgan) has been in business for over a decade. It was founded by Howard Morgan, a chartered surveyor and former a director of property company, BAA Lynton, together with former US partners The Lipsey Company and Kingsley Associates.
What is your track record?
Our track record is reflected by our client base. Over our ten-year history we have developed a large and loyal international client base including some of the biggest and most influential names in the real estate industry.
How is the business run?
RealService is privately run with a full-time team of nine office based staff and a further 20+ Associate Consultants. Our team comprises a rich mix of people with experience gained within the property industry itself, as well as from many other walks of business life. Many are fluent in one or more languages including French, German, Polish, Portuguese, Spanish, Czech and Italian, hence our ability to conduct research across Europe. To maintain control over the quality of our research, our work is never out-sourced. All our team members are highly trained by us to ensure the quality of our work.
What makes your business different?
Our business is different because we are highly experienced, we understand your industry and we are deeply passionate about what we do. You will also find us focused yet down to earth in our approach. We offer an independent and objective view point, utilising the best of both qualitative and quantitative data. We do not out source our work, ensuring control and quality of our research at all times. Furthermore, we make effective use of technology.
How can I find out more?
To find out more please contact Howard Morgan on:
Tel: +44 (0)20 7887 6155
Email: howard.morgan@real-service.co.uk
Questions about the RealService Best Practice Group:
What is the Group’s mission?
The Group’s mission is to improve customer service to occupiers through benchmarking and the sharing of best practice, and in so doing gain a better understanding of the link between improved customer service and performance.
What does the Group do?
The Group encourages the sharing of best practice and enables members to compare service delivery performance on a consistent basis. This is done through the organisation of networking events, study tours and forums as well as the development of service benchmarks and the provision of access to information on latest trends
and techniques.
Who are the Group’s members?
The Group’s members include public and private commercial and residential property companies, property investment managers and property management companies - representing a sizable proportion of the UK industry with combined gross assets worth in excess of £100 billion.
What are the benefits of being a member of the Group?
Membership enables you, and your organisation, to adopt customer service strategies more quickly and monitor your success and progress through use of the Group’s benchmarking programme. Membership also sends a clear signal to customers, staff, suppliers, investors and Government of your commitment to a customer focused approach to your business.
Why does the Group exist?
The Group was founded in 2004 by Howard Morgan, Manager Director of RealService (formerly Kingsley Lipsey Morgan), with the active encouragement of leading clients; Land Securities, Grosvenor and the Crown Estate and the support of the British Property Federation. The aim was to create a forum where best practice could be shared and benchmarked within the property industry.
When does the Group meet?
Typically, events are held in London monthly and include breakfast forums and networking lunches. These provide opportunities for members to network and learn from one another. Speakers from both within and outside the real estate industry are often invited to lead the discussion. Additionally, the Group’s initiatives are led by working groups of members.
How is the Group managed?
The RealService Best Practice Group is an independent, not for profit members’ organisation that is managed by an elected Steering Group of members, who set the policy, set the budget and monitor the delivery. RealService (formerly Kingsley Lipsey Morgan), founder of the Group in 2004, is responsible for the day-to-day running and administration of the Group.
How much does it cost to be a member?
Members pay an annual membership fee which is set by the Steering Group to reflect the programme of activities planned for the year ahead. An initial joining fee is paid by
new members.
How can I get involved?
To find out more please contact Louise Freethy on:
Tel: +44 (0) 20 7887 6155
Email: louise.freethy@real-service.co.uk