Team and culture

Colleagues' clients

A client who is already in the CRM with a colleague stays with that colleague. If they call you directly, you hand them over — you don't intercept. Today they call you; tomorrow your client calls someone else.

Disputes go to the team lead

Disputes about whose lead it is and how the commission is split go through the team lead. Never in front of clients and never in group chats. The client doesn't need to know about internal disagreements, and a group chat turns a work question into a public conflict.

Situation. Khalid A. gets a call from a client who says he spoke to “someone from your agency” a week ago. The CRM shows the client is assigned to Omar H.

What to do. Khalid helps the client politely, says he'll connect him with his broker and immediately hands the contact to Omar through the CRM. If it's unclear whose client it is, the team lead, Anna P., decides.

Appearance

The dress code is business. For viewings and meetings, wear modest clothing: shoulders and knees covered. It shows respect for clients and owners from many cultures.

Viewings

• Confirm the viewing the day before.
• Arrive 15 minutes early.
• Respect the owner's home and the tenant's privacy: don't open wardrobes, don't photograph personal belongings, don't discuss the occupants.

Local traditions

• During Ramadan, out of respect, don't eat, drink or smoke in public during daylight hours.
• Plan viewings around the shorter working day and iftar.
• Greet people appropriately and be mindful of prayer times and Friday.

In short

• A colleague's client stays with the colleague — hand over, don't intercept.
• Disputes go only through the team lead.
• Business, modest appearance.
• Punctuality and respect at viewings.
• Respect for local traditions is part of the job.