16th Dec, 2004
The Guardian: Estate agent cafés

Estate agents’ window displays receive a disproportionate amount of attention. Mundane photographs of suburban bathrooms seem irresistable to bored passers-by, who scan the state of the local property market with a depressed shake of the head. But in an attempt to get people actually through their doors, some of these offices have metamorphasised into faux-cafés: designer armchairs, coffee tables, reception desks doubling as gigantic fridges stocked with bottles of mineral water, and preposterous 4 foot plasma television screens featuring the latest action from the Premiership. They still get noses pressed up against the glass, but it’s generally parka-clad blokes peering at the latest football results – a sight that had virtually disappeared from our towns along with the last branches of Rumbelows.

Foxtons are revamping many of their premises along these lines, and their managing director, Peter Rollings, has little time for the old fashioned designs. “Those offices can be so intimidating. The cards in the window almost hide what’s going on inside, and you don’t realise how seedy they are until after you’ve walked in.” With people regularly committing to spend over 1/4 million pounds on a flat, it’s easy to see why any resemblance to a betting shop would want to be avoided, and Rollings claims that their approach is paying dividends. “Our customers love it. When they’re sat down with a coffee, away from the lettings floor, they feel that they’re being treated with respect, and are definitely more relaxed.” Foxtons may be the trailblazers, but they weren’t the first to attempt a more friendly welcome. Home, based in Hampstead, removed all barriers between themselves and the public 5 years ago when they did away with a front door, opening right onto the street. Cold weather eventually led to it being reinstated, but the chaotic desks and ringing telephones are still kept firmly behind a glass partition, and sofas, espressos and jellybeans are provided for prospective house buyers in some skewed recreation of a modern living space. Other companies are beginning to follow suit, convinced that you’re more likely to go through with that “biggest purchase you ever make” if you’re lulled into acquiescence by tranquil surroundings. Hunters recently celebrated their expansion out of their native Yorkshire by opening a Manchester office on Deansgate which resembles an interior designer’s wet dream. “We wanted to make a real impact,” explains branch manager Antony Gore. “We’ve got plasma screens, a mezzanine, an enormous fishtank, everything.”

There is a parallel trend towards so-called “being spaces” where refreshment, business and entertainment collide. Starbucks now provide wireless internet access in over half of their UK stores – thus cornering the market in caffeine-driven business meetings – and Abbey National have attempted to smooth the edges of high-street banking by allowing Costa to operate coffee shops in 15 of their branches. But the tired and thirsty looking for a place to wind down mustn’t be fooled by these new-look estate agents – after all, they’re in the business of selling property, not drinks. Peter Rollings: “You can’t buy a coffee from us, but we might just give you one. Everyone is a potential client, after all.” OK, can I get a two bedroom maisonette, and a mocha latté? Thanks.

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