The challenges that Covid-19 has thrown at all of us over the last couple of months has truly been unprecedented.  For Kay & Burton this has focused our efforts on supporting our clients while maintaining the health and safety of our team and the community we serve.

We believe the key to success in these times is to make it as efficient as possible for sellers to list and promote their property, buyers to inspect and to continue to engage the market in a caring and entertaining way.  The results speak for volumes with Kay & Burton listing 8% more properties during the Covid-19 period (March – June 2020) compared to the same time last year.

To achieve this outcome, we put all our energies into the following four focus areas:

1. Technology

New Films and Property Tours

New Luxury Property Tours provide buyers with a walk through of the house complete with a comprehensive overview of the key features of each room provided by the agent.  Additionally, we introduced 360 Degree Virtual Tours to enable buyers to view the space at their leisure, measure for furniture and get a “dolls house” view of the properties’ dimensions.

New Online Private Inspection Booking System

Buyers can now book a private inspection with an agent 24/7 utilising our new online booking system complete with SMS reminders.

Livestream Property Tours

International buyers were treated to a live tour via our Juwai international real estate partners.  Our next Livestream event will be held on the 28th July, 2020.  To participate please RSVP to Michelle Hu at

New Digital Marketing campaigns

We introduced new advertising formats such as Facebook “Canvas Ads” to capitalise on the increased social media usage and drive increased buyer enquiry.

2. The Sales Process

The health and safety of our agents, vendors and purchasers has been our highest priority.  Agents ensure social distancing measures are adhered to at all private inspections and provide hand sanitisation to all clients prior to entering.

Kay & Burton is the leader in one-to-one negotiations with buyers and we have a long and successful history in managing Expression of Interest campaigns which align perfectly with the restrictions placed on the industry during Covid-19 lockdown. 

We have also conducted many very successful Zoom Private Auctions between overseas and local buyers and have used this valuable experience to generate successful outcomes for our Vendors during lockdown.

3. Process

Process improvements were critical to ensure we maintained our famed high levels of customer service while all of our team members worked from home.  Within days of the work from home directive we had all support team members set up to work with remote access to our new cloud based Zendesk workflow management system.

This ensures that all requests are trackable, and all sales files actioned immediately.  To date we have had over 2,000 requests go through this system with no reported issues.

4. Communication and Engagement

Communication with our clients has always been part of our DNA but it has been increasingly important in this constantly changing environment.  In order to deliver this effectively we developed a dedicated section on our website to distribute the volumes of content we were required to share with our clients as the Covid-19 crisis continue to evolve. 

Landlords and Tenants was one of the biggest areas of interest and concern from our clients.  To help them sift-through the flood of news, information and opinion we developed a Frequently Asked Questions section. 

Our recently launched Concierge division has really come into its’ own during the Covid-19 crisis.  A service designed to assist clients with any of their home requirements was always going to be hugely valuable during the “stay-at-home-directions”.  Kay & Burton Concierge has provided recommendations on everything from home delivery services, financial advisors, how to save money on your utilities and emergency home repairs.

We would like to thank all of our valued team members, clients and suppliers for their support during this very difficult time.  Please do not hesitate to contact us for any reason.

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