25 - 31 May 2000

Dhalia moves towards enhanced customer service

Dhalia Real Estate have recently set up a Specialised Services Unit aimed at streamlining operations within the Group. Headed by Dhalia's newly appointed general manager, Mark Grech, the unit will be overseeing the running of five specialised departments namely the sole agency department, sites and plots, commercial property, letting and major projects marketing.

The establishment of this unit is the result of a restructuring process being undertaken by the Dhalia Group with the sole aim of providing a more focused and personalised customer service.

Speaking about the restructuring process, Mr Grech stated that "our aim is to have a number of specialised departments run by experts in their respective fields in order to be in a position to understand better our customers' needs and in return provide them with solutions according to their exigencies.

"Through these departments we are now in a position to provide tailor-made packages for all our customers, by listening more to their particular needs and then backed by our strong IT network and database provide them with a personalised package which would be beneficial to both the organisation and the customer."

Mr Grech also referred to the sole agency package which he said is a concrete example of the Dhalia tailor-made packages and today is becoming extremely popular with all Dhalia customers. In fact customers who give their property to Dhalia as a sole agency are entitled to a number of benefits which are not available to others.

Primarily instead of paying the normal five per cent commission to the Agency the commission is reduced to 3.5 per cent.

Other benefits include, maximum exposure in the media and Dhalia Property Pages, display photos in all the 12 offices in Malta and Gozo as well as a commitment by Dhalia to sell the property in the stipulated time frame of the sole agency agreement.

Mr Grech added that in the short time that we have adopted these tailor-made services we have already witnessed an increase in market share and a high satisfaction rate from our customers.