What is the actual role of the SAP Manager?
"In the first instance, the SAP Manager supports and assists the sales teams as the point of contact for all customers requiring additional works.
Where the work required is minor – adding a telephone socket, for example – I simply prepare a quotation and send it to the customer. But where larger changes are involved, I always meet the customer personally as many times as necessary to finalise every detail of their plans, sketch out their requirements and cost the work involved.
Once the quotations have been signed, it's up to me to pass on the full details of all modifications to the people responsible for making sure the work is done. I then supervise the progress of that work right up to that point where the property is handed over to the customer.
So my role is really to act as the link between the customer, the sales teams, technical teams, the on-site teams and the contractors throughout the project. I therefore have an essential technical and regulatory advisory mission that involves all these different people: so every aspect of my training as an architect is proving very useful now!”
What options are you able to offer your customers?
“Every customer gets to choose their own wall and floor coverings: that choice is included in the basic price.
But customers who are prepared to pay a little more have a huge choice of options. They can commission all sorts of additional work, from finishes to partition wall positions, and make changes to the electrical system, the bathroom fittings and even the windows and frames.
Whatever their request, I do my very best to make it happen. But I have to refuse those that don't comply with building regulations (especially the new disabled access regulations) or the planning permission.
On the other hand, we have no problem with fitting appliances that aren't included in the range we offer, for example. If a customer wants a shower enclosure they've seen in a magazine, we're happy to contact the manufacturer and get a quote for the work involved from the contractor who will fit it. You could say that it's my job to make future property owners’ dreams come true”.
Every development offers a selection of different finishes. So who chooses these finishes, and how?
“I put this range together with the technical team on the basis of the specifications issued by the designer of the development in terms of laminated flooring quality, grade of carpet, etc.
In making decisions, we take account of the latest trends, the building regulations on the latest products announced by suppliers. The criteria we apply are technical as well as aesthetic, but we are uncompromising when it comes to quality."
What is the latest point at which customers can request additional works?
“Wherever possible,
all these decisions should be made before the structural work begins, because some things just can't be changed once the concrete has been poured.
In practice though,
we always do our utmost to fulfil even late requests if it's at all possible to do so. If necessary, I'll discuss it personally with the site manager to see if a last-minute change is at all possible!"
Do customers usually have very precise ideas about what they want, or do they usually look for advice?
“There’s no hard and fast rule. Some know exactly what they want, whilst others find it very difficult to decide.
So I talk things through with them and use my experience to advise them so that we can arrive at a solution which suits them perfectly."
Do many customers ask for changes to be made?
“In the developments I've been responsible for, I'd say that around 80% of customers have asked for changes. Owner-occupiers really enjoy the entire process of choosing what they want: these are important decisions, and we’re delighted to be able to help.
It used to be the case that a lot of buy-to-let investors would ask us to take care of everything, but these days I've noticed that they are involving us more and more. They still tend to go for the more neutral choices, but they are concerned to add value to their property at the same time”.
So what would you say is the average budget customers are prepared to spend on making changes?
“Over the past year, I’ve prepared quotations ranging from €80 to €45,000! Obviously, both are extreme cases. If I had to estimate the average for a given development, I'd say it would be around €2,000.
The €45,000 quotation included the installation of a Jacuzzi (requiring the bathroom floor to be strengthened), the laying of special tiles on the terrace and the installation of a suspended ceiling. We really do try to satisfy every wish of our customers”.
