Reputation Matters · Episode 2
Charles Robinson, Jones Robinson, on customer care
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About this episode
Charles Robinson of Jones Robinson, the UK's Trusted Agent for 2026, explains why his team treats customer feedback as a religion. He shares how asking for honest feedback at every stage of a move, and welcoming the negative comments, builds a reputation that wins instructions at a fee clients are happy to pay.
In this interview
- Chase the happy customer and the money will follow. Clients should feel you are in the canoe with them, not waiting on the pier for the cheque.
- Sales and lettings figures tell you where you have been; feedback and reviews tell you where you are going.
- Ask for feedback at every stage, from the viewing to sale progression, not just on exchange, so you spot the bumps before they turn into something ugly.
- Treat a negative comment as a gift. Put your hand up, find where it went wrong (Charles calls it "opening the box") and fix it without blame.
- Celebrate every 9 and 10 with the whole company, and reward both the person named in a review and the person who encouraged it.
See Jones Robinson's reviews
Jones Robinson has 3,756 reviews across six offices, rated 4.9 out of 5 overall. Checked 3 November 2026.
More episodes
Reputation Matters is a Trusted Agent video series from Kerfuffle. Browse estate agent reviews.