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Confessions of a Property Manager

Hi, I'm Lisa and in my blog I'm going to be spilling the beans on what it's really like to be a property manager in Spain looking after other people's properties. Your wouldn't believe some of the things that I see and happen to me. I'm going to be telling you all about it!

Keeping it New
30 April 2008 @ 23:40

I have completely neglected my blog and I apologise, I had some family over last week for my son’s 6th birthday and trying to fit work and family time in left me collapsing into bed around midnight most nights, absolutely shattered.
 
I was dealing with a phone call the other day for a holiday rental and even though I was booked and couldn’t accommodate the lady she said that I had been the most helpful and because of that she would defiantly keep my details on file for the future. This got me thinking about how I deal with clients and respond to enquiries and perhaps what made my responses and calls different from the others. 
 
I think it has to do with “keeping it new” and “enthusiasm”
 
I was driving down from Manilva the other day and the view as you drive down the bank is gorgeous, on a sunny day when the sun is reflected on the water and beams back at you I think how I love the area I live in. I never tire of walking along the beach and hearing the waves lap against the shoreline. When I speak to clients on the phone or email them about the area I feel myself getting enthused about it, how they should sample the tapas bars and how they must visit Sabinillas and sample some of the fresh fish. 
 
As monotonous as answering enquiries can sometimes be, particularly when you look after a few properties, I think it is important to keep it real, keep it new – make it seem like it is the first time you are describing the property and the area. Tell them what it is about the place that gives you the buzz. I have two boys,  so whenever a family person emails and is slightly nervous about certain aspects because they have young children, I always tell them about my own experiences with the children, where the best places to take them are, how deep the swimming pools are etc. I recently had an enquiry where a family member was in a wheelchair and they were concerned that the apartment/complex would be ok. I remembered that there was actually a guy living on the complex who was in a wheel chair and the community had changed one of the fire doors round so he could easily get from his car to the apartment. We ended up having a whole discussion about wheelchairs and access problems and built up a good rapport  - he was happy to book the apartment.
 
I hate automated responses and I think in general people prefer to feel like you have given them the time of day, so as well as quick response I think it is good to answer any enquiries from a personal point of view.


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