Elevating service benchmarks
The highly cutthroat competition in the real estate industry has gone beyond building the tallest, grandest skyscrapers and providing unique, topnotch amenities.
For many of today’s buyers and investors, another key measure to gauge a developer’s competency is its capability to provide excellent customer service.
Anchor Land Holdings, for one, believes that this was among the reasons why it was able to successfully carve a niche and win over the discerning and affluent Filipino-Chinese community. Beyond creating premium developments that have reshaped the Manila skyline for over a decade now, this listed upscale developer has put a premium on its relationships with customers, since day one.
And this has translated to the way the company has been espousing a hands-on commitment in all facets of operations.
“Anchor Land’s 100 percent commitment to its clients and stakeholders is demonstrated by its excellent After-Sales Customer Service, which begins from the time an inquiry is made and goes beyond the time when a unit is turned over,” explained company president Elizabeth Ventura.
“The company places a premium on positive customer experience and customer satisfaction. It recognizes the contribution of exceptional after-sales customer service in generating sales revenues,” she added.
Indeed, the underlying principles of Anchor Land’s business strategy include not only a strong commitment to deliver projects on time and innovations to provide ever higher standards for its customers.
It also includes having an after sales customer service marked by “personal attention to detail and a truly caring relationship with all stakeholders.”
This means that from the time that a customer makes an inquiry to the point that contracts have been signed and units are turned over, Anchor Land ensures that all clients are well taken care of and are satisfied of its products. Such a service, most of the time, even extends after the turnover.
According to Ventura, their departments and subsidiaries work closely together to ensure that all the clients’ requirements and needs are met. Anchor Land has appointed highly specialized after-sales customer service teams that are ready to attend to the concerns of their clients.
“The after-sales service team is composed of a turnover group, property management, leasing and asset management, sales documentation and customer service support. These groups work hand-in-hand to ensure positive customer experience and client satisfaction,” Ventura explained.
“The turnover group directly coordinates with unit owners to facilitate the efficient turnover of finished units, provides clients with additional and useful information about proper maintenance of their units. Our highly trained professionals can provide basic maintenance tips for their units and explain in detail the contents of the turnover checklist,” she said.
According to Ventura, Momentum Properties Management Corp. is responsible for property management function.
This wholly-owned subsidiary, she added, offers expert services which includes contracts management, general building administration, lease management, estate management, parking, security and safety management.
Anchor 100, Anchor Land’s Leasing and Asset Management Group, meanwhile allows unit owners to enroll their units into the pool of units being leased out by the group to interested tenants based on the strong rental demand for the company’s residential condominium especially in the Bay area.
For its part, Anchor Land’s Customer Service Team attends to the needs of clients from inquiry to the turnover of their respective units. Existing unit owners are, in fact, even encouraged to get in touch with Customer Service to help them with any concerns about their units.
“The Customer Service Team is a one-stop shop for our clients’ concerns, such as: concerns with receipts issuances, statement of accounts, and even property management issues. It works closely with the rest of the after-sales service teams to ensure that clients are satisfied with the resolution of their respective concerns,” she said.
“Anchor Land’s excellent After-Sales Customer Service has resulted in repeat buyers and referrals, which have helped boost the company’s performance over the year,” Ventura concluded.
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