The team at Laing + Simmons are passionate about real estate. After 14 years navigating ever changing market conditions, they really understand the local market and also the external factors that influence the real estate industry. With their 4,000th sale under their belts, and an armful of outstanding achievement awards, we talk to principals Michelle and Michael Percival about the success of Laing and Simmons during turbulent times.

> Laing + Simmons Port Macquarie have the most consistent sales record of all the offices in the franchise group. How have you maintained this throughout the year?

For the past 14 years, we have ensured a consistent sales record by keeping focused, being consistent at everything we do from the ground up and always doing it really well.

Providing great customer service, excellent communication with our clients at all times and follow up, follow up, follow up. Being available when your clients need you and giving 150% all the time really makes the difference.

> The consistent performance record of your office has been recognised lately with some outstanding awards. Tell us about those.

It has been an incredibly busy year, which has been surprising given the economic conditions throughout the world.

Our office was the most highly awarded office at the annual 2009 Laing + Simmons Awards, which have just been presented. We were placed No. 1 in the group for numbers of sales – an extraordinary feat given our competition from eastern suburb offices such as Double Bay.

Our sales team were very highly placed overall, with Michelle Percival achieving No. 1 overall in the group for volume of sales, Chris Koch ranking No. 1 (non-principal) and Greg Trembath, Greg Ward, Kristian Murphy and Andrew Meldrum all placed in the Top 10.

Our excellent support team were also recognised, with Louise Doig, Holly Kennington, Michelle Howell receiving outstanding personal assistant awards, and Janita Smith and Kaye Mitchell, our excellent reception team, winning outstanding Customer Service. Greg Ward was commended for 10 years of long service, with Chris Koch being the recipient of the Laing + Simmons Hall of Fame Award 2009, which is a coveted award voted by the Laing + Simmons Corporation.

Our property manager – Megan Wilson – was also awarded for excellence in property management service. However, the most important award and the one that all the team was absolutely committed to winning was the top office for Customer Service.

We have won this every year since its inception. This award is voted by all our buyers and sellers, with surveys sent by head office being completed and sent back by our customers. 2009 saw us being No. 1 for Customer Service again and winning by a very large margin. In all, 26 awards were presented to our team.

> What does this consistent performance record mean for your clients, both past and potential?

Our clients can have an extraordinarily high level of confidence in our competency as real estate agents. We have experienced such great changes in the market, yet have still managed to maintain our performance record.

Each sale brings new challenges, but our knowledge and expertise can really make the difference for our clients.

> The Laing + Simmons team are not only passionate about real estate, but share the same values. Tell us about this.

We are all committed to taking care of our families. Most of our team have children, at all different ages and stages. Kristian and his wife Christie are almost about to have their 3rd child, while our children, Camille and Jesse are at university, with our daughter just engaged. Ingrid and Neville’s daughter Emily is married and travelling overseas. We all share the core beliefs of honesty and integrity at all times.

> Your office has just sold its 4,000th home; how did that feel?

Absolutely amazing! Selling 4,000 homes in Port Macquarie has afforded us the opportunity to gain a vast knowledge of many individual homes, negotiate often complex issues and apply our skills and expertise to gain the very best for our clients. If you are thinking of buying or selling, we know we can help you.

> What are some memorable moments that you have enjoyed over the years?

We have helped thousands of people to move forward with their lives. It really is not so much about selling the home, but understanding the people, what their needs are and how we can find the very best solution for them. To ensure they are handled with care at all times, with compassion and understanding. We have all made many wonderful life long friends as a result of looking after them while selling or buying their homes.

It is our honour and privilege to be of service.

> Thanks for your time.