Testimonial

What does your job involve?
- I run the after-sales service for nearly 3,000 homes and 60,000 m2 of office space in and around Nantes. I’m the special point of contact for each of my customers from the time they receive the keys to their home… for the next 10 years! This is the period of the structural guarantee that covers any damage capable of compromising the integrity of the building. The other guarantees applying to all new-build properties are the guarantee of fault-free completion and the fixtures and fittings guarantee, which run for 1 year and 2 years respectively.

When and why do customers contact you?
- Our customers contact us if and when they experience a problem with their property.
It might be a loose shutter or a dripping tap… because despite taking every precaution, these things happen. Customers either call us or write to us, and we encourage them to do precisely that. It’s a good way of building up a history of our relationship, and responding more effectively to their questions and comments. My job is to listen to what customers tell me so that I can understand the situation and reassure them by explaining clearly how I propose to solve their problem.

How does the after-sales service respond... and how quickly?
- It all depends on the type of problem. If it’s a minor one, we resolve it as quickly as possible.
Sometimes we need more details, so then we go to visit our customer to analyse the problem or damage at first-hand. This also gives us a great opportunity to meet and establish a trust-based relationship.
Depending on the nature of the problem, we then contact the company or companies best-suited to resolve that problem in the shortest possible time. We are totally open with our customers. For example, the customer receives copies of all contact between us and our contractor, and is therefore able to monitor progress. Once the problem is resolved and the work completed, we send the customer a letter summarising what’s been done.

What are the key aspects of a high-quality after-sales service?
- It’s human contact, without the shadow of a doubt! I’ve been doing this job at Bouygues Immobilier for several years now, and I know that building a relationship based on trust is the very best way of delivering customer satisfaction and anticipating the needs of customers. Effective after-sales service simply isn’t possible without a passion for human contact and the desire to provide high-quality customer service.