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We do the searching, you find a home!

Customer care

By learning as much as I can about my local area and finding out the answers to common questions and worries and providing Customer care, I can help to soothe your concerns and hopefully take you a step closer to making that purchase decision.

Let’s think about the kind of things you my clients will be wondering:

1. Will my family and friends be able to visit easily?

One concern weighing on your mind may well be the availability of flights to the region that you settle in. Whether this is because you only plan to spend part of your time at the property and so need easy access or whether you will have family and friends who want to pop over to stay.

How I can help:

Find out about nearby airports as well as flight times and availability from a range of popular locations, remembering that these may change across the seasons.

This should help my clients to feel less like youll  be cut off from important family members.

 

2. What is there to do in this region?

My buyers will want to make sure that the area they chose suits their needs and gives them the quality of lifestyle there after. What better way is there than to know a place well and to speak from first-hand experience about the things that are available to do here? Even if I don’t actually live in each of the areas I can provide Customer care.

That way, if a customer asks what life is like i’ll be able to answer honestly.

How I can help:

I spend time on local beaches, visit popular tourist attractions and find out about golf courses and other sporting activities available locally. I even use the excuse to visit any new bars and restaurants that appear. I try to learn which ones are popular with expats and in which ones the waiting staff speak good English or other languages to help my international movers feel more at home.

And remember, it’s not just about attractions that are available year-round. When im building my list of places of interest I think about festivals or pop-up events that only appear in certain months of the year. I even suggest that potential buyers visit at one of these times to truly experience my region at its best.

3. Where can I learn the language?

One thing that will be of concern to a foreigner buying in Spain is their ability (or inability) to speak the language. If, during the course of myconversations with a potential buyer, I discover they’re worried about language barriers or would like to learn a few words, I help them find out how.

How I can help:

I put buyers’ minds at rest, by suggesting local, reliable, translation services or language schools depending on their preference. I even take it even further by collecting leaflets or price lists for clients.

4. Will I be able to arrange everything my family needs?

If my prospective buyer is moving their family internationally, they’ll have plenty of concerns about looking after the kids and providing for their needs in a new country. So, I talk to them about their specific worries and see what I can do to help them and provide Customer care .

How I can help:

I find out about school options in the local area and make sure they understand the different types. It may be that my client wants to immerse their young child in the language and culture by entering them into a local school, or it might be they feel an international school would be best for their pre-teen. I provide contact details or prospectuses as well as any ‘insider knowledge’ Ive heard from other parents.

I  also find out about youth clubs and groups such as Scouts in the local area.  Setting expat families up with just a few ideas of activities to get them started works wonders for their confidence in terms of their ability to integrate into the local community.

5. How will I find the best local service providers?

 

Anyone moving to a new location, especially if it’s a new country, will attest to the fact that finding reliable service providers can be tricky. Without local friends to ask for recommendations it can take time to build up a list of good quality tradespeople.

How I can help:

I am building up a database of trusted local contractors and services, including builders, plumbers, cleaning companies, gardeners and any other tradespeople that might be of use. I collate this using recommendations from local friends or even past customers, all the better as i’ll know those im recommending are of good quality.

Helping my whole team to become experts

We often talk about the importance of consistency in the way our business deals with customers no matter who responds to an email or a phone call. And this is no exception as customer care is paramount.

I have a process for sharing local knowledge among my team. I add an item to my team meetings agenda or set up a simple spreadsheet or even a paper file to keep track of useful information.

Most importantly we have embeded a culture of ‘being helpful’ and incentivise staff to further their own local knowledge – we  make it part of our performance reviews and will introduce Agent of the month award for those who go above and beyond in this area.

This list is far from exhaustive, but it’s these small things that get us noticed and remembered. When we come across as  experts who are willing to share everything we know, buyers warm to us. They learn to trust our judgement and come back to us in preference to going elsewhere.