” The Real-estate sector, whose contribution to the country’s GDP is “second only to Agriculture”, has been witnessing “growth with quadrupled property values” over the past decade”…
However, this un-organised sector bears the brunt of the economic slowdown leading to subdued sales, piles of unsold inventory and builders going bankrupt.
In the past decade, un-organised realtors could thrive and even flourish due to the high appreciation of property and a steady rising demand. This growth however, attracted a large number of players, both professional organisations as well as smaller outfits.
This spike in real estate development has the buyer spoilt for choice. Realising this, realtors (big or small) are trying to move up the totem pole by streamlining their operations.
Deserve Builders and Developer Ltd., a realtor based in Mumbai, recognised the need for the development of a leadership pipeline and streamlined processes. The company assessed and identified key competencies that their people need to imbibe, along with the company values and culture.
Deserve has partnered with a Business Consulting, a management consulting firm in Mumbai, for a large scale change intervention to restructure their entire systems and processes.. This will include intensive sessions where their managers will be assessed on and then trained to improve their leadership competencies.
Another noteworthy case is that of The Wadhwa Group, a leading real estate developer, who is recognized for their excellence in design and quality.
The realtor realized that by delivering an exceptional customer experience, they could differentiate themselves from other builders. With this goal in mind, The Wadhwa Group partnered with Acumen to help them articulate and develop a world-class customer experience. Acumen first designed and conducted a customer experience survey with the current, past and potential customers of The Wadhwa Group. The survey helped understand their needs and perceptions and identify possible solutions aimed towards enhancing the customers’ overall experience. With these insights Acumen went about designing a customer experience and rolling it out at the various customer touch-points of The Wadhwa Group.
“This partnership with Acumen intends to ensure that customers experience the quality of service delivered by iconic brands across the world. Though the real estate industry is gradually gaining acceptance, important aspects of customer service like transparency and governance have been overshadowed. By taking this step, we want to redefine service parameters for the real estate industry. It is our endeavor to create every engagement with our brand, a lasting experience for an individual”, said Srinivasan Gopalan, COO, TheWadhwa Group.
“The average Age of Home-buyers has reduced. Moreover, the Indian customer is exposed to elevated levels of customer experience in all product categories and has a larger selection to choose from, especially in the real estate sector. Intent is to bring about a sea change in the way real estate is sold…”