Témoignage

What does your job involve?
- My job is to act as a coordinator and interface between my customers and the teams of Bouygues Immobilier. As soon as the reservation contract is signed, I become the single point of contact for my customers until the moment when I hand them the keys to their new property. I look after all the administrative issues, including making sure that the contract of sale is signed on time, and that any lending is agreed and in place. I supervise the financial and technical aspects of the project, working closely with the development manger, the notaire, the technical manager, and others.

Which areas do you advise your customers on?
- I’m involved in a lot of very different areas! In terms of finance, I explain the best ways for my customers to approach their banks and how the process works, in terms of the mortgage offer, the pre-acceptance period, and so on. I sometimes find myself standing in as banking advisor too, where customers are finding it hard to understand particular points.
I’m also responsible for the legal aspects, like signing the final contract in the office of the notaire. Over and above this “official” role, it’s also my job to build a trust-based relationship with all my customers.

How do you communicate with your customers?
- For official communications or wherever there’s no alternative, I post things, using registered letters for the most important documents like contracts. For more everyday information, I’ll phone or send an e mail. I also try to send future owners 2 or 3 information updates on their development, and I produce these in cooperation with the development manager. It’s a great way of keeping customers informed of how work is progressing, and we also send them photographs of the major construction stages: completion of the foundation works, construction of the shell, the installation of partition walls, and so on.

At which points is it vital to meet with your customers?
- There are so many of them before the point where I hand over the keys!
The first customer meeting is to examine funding options. The next step is the signing of the contract in the notaire’s office, but I don’t have time to attend that.
About two months later, customers generally request the modification works they would like to personalise the layout of their home: this request is usually passed on to me by letter or during a face-to-face meeting.
As soon as the partition walls are in place, I organise the “partition inspection” visit, which is the first time the customer will have seen the property. We also meet with the technical manager and project manger on-site.
A little later, the “choices meeting” gives the customer the opportunity to choose the finishes for the property and add any optional extras. This meeting takes place in our showroom where there’s a huge choice of floor coverings, shower cabins, washbasins… and every other kind of fitting you can imagine.
And the final meeting is, of course, when I hand over the keys! For that occasion I bring drinks and nibbles… and I usually end up meeting the whole family for a celebration!