I have some additional needs and, while the staff member I initially spoke after initial silence, said she would “do her best” to relay these to the viewing agent, the tone felt curt and as though I had caused annoyance. The phone was then loudly slammed down, which I found distressing. Although another member of staff was somewhat more empathetic in further call, comments such as “I don’t know what you want me to do” did not feel particularly supportive or customer-focused. This is disappointing because my experiences with the West Kirby branch have been excellent. I asked to share feedback and there was no escalation route provided so I’m hoping that by sharing feedback here you can reflect on the impact even if it was unintentional. A little empathy goes a long way and without prospective buyers you have no sales