Let me start by just saying this: there is no perfect way of doing a viewing. Every agent has their own style, and you’ll naturally find yours with time. Think of what I’m about to share as more of a guide built on experience, not a rulebook. Use your own strengths, just as you would in a valuation.

For me, it always begins before the buyers even arrive. There’s nothing worse than turning up at the same time—or worse, after—the buyer has pulled up. So I always aim to arrive ten or fifteen minutes before the appointment. This gives me a moment to settle in, get a feel for the property, and if the owners are still around, I can have a quick chat with them. In fact, if the owners are in, I’ll try and encourage them to head out for a walk or a coffee. Buyers rarely speak freely when the owner is hovering around the corner, because they don’t want to risk hurting their feelings. I usually explain that I’ll text them once we’re finished, and most owners appreciate that.

Once I’m inside, the first thing I do is switch on all the lights. A bright, welcoming space creates the right first impression the moment someone walks in. First impressions matter more than anything.

Now, when the buyers arrive, I never wait for them to knock on the door. I make a point of stepping outside to greet them as they’re walking up or getting out of the car. This gives them a chance to glance at the property from the outside and settle into the idea of it before rushing through the door. While we’re still outside, I like to start the conversation with something light—something like, “Have you come far today?” From their answer, I can usually tell whether they’re local or unfamiliar with the area. That’s the perfect opening to talk about the neighbourhood, the schools, the shops—because people aren’t just buying a house, they’re buying a lifestyle and location. If they tell me they live just around the corner, I’ll follow up with, “So are you upsizing or downsizing from your current place?” If they mention outgrowing their three-bedroom, I know to highlight space. If they’re focused on school proximity, I’ll be ready with details about how far the nearest one is. And if they’re moving because of neighbours, that’s when all those little conversations with the owner about the local community come in handy.

When it’s time to start the tour, I like to begin with the best room in the house. That first wow moment sets the tone, and ending with the same room helps leave a strong, lasting impression. At the door, I’ll always ask buyers to take off their shoes or use shoe covers. It’s not just about keeping things clean—it also shows that the owner takes pride in their home, which buyers pick up on.

The flow of the tour matters. I never end outside in the garden, because it’s too easy for buyers to wander off toward the gate. Instead, I’ll show them the garden just before we head upstairs, making sure the tour comes back inside to finish properly. Along the way, I’ll personalise things where I can—pointing out the brand of an appliance, the story behind a feature, or even something the current owners have said they love most about the home. Buyers like to feel a connection, not just hear facts. And if I’ve done my homework on planning permissions, neighbour relationships, or unique features, I can weave those details in naturally.

Sometimes, depending on the situation, I’ll suggest giving the buyers a bit of space. I might say, “No one likes an estate agent breathing down their necks during a viewing—why don’t you take a look upstairs as a family, and I’ll meet you back in the best room of the house when you’re ready?” That way they can chat openly without me hovering. When they come back down, I’ll always ask two simple but powerful questions: “How was the rest of the house tour for you?” and “Do you see yourself living here?” Their answers usually tell me everything I need to know about whether they’re likely to make an offer.

And before we finish, I like to round it off by asking, “Do you have any further questions about the property, or is there another area you’d like to revisit?” That way, they leave the viewing feeling heard, respected, and comfortable—exactly how you want any potential buyer to feel.