As a new tenant, I appreciated their professionalism, their honesty, which is far from being the case with other agencies, and also the warm contact. Relaxed AND serious would be the right adjectives.
In our neighborhood a house for rent was announced by Structura. The "for rent" sign has been hanging there for weeks. One day the house was rented. Structura then hung up a new sign with "rented in 1 day". Well ... please people, honestly it takes the longest.