Good customer service crucial for luxury products

For example, purchasing an off-plan condominium unit is often a time-consuming process for buyers because they must deal with different people at almost every step of the transaction process from buying, making down payments, unit inspections, before they finally get to the transfer of ownership. 
Unfortunately, employee turnover exasperates this issue as customers may have to deal with a new point of contact with a breakdown in the continuity of communication.
Apart from product innovation, another area where I see an opportunity for gaining a competitive edge is in providing superior service. 
Poor customer service can ruin a deal and hurt a company’s reputation, no matter how good the product may be. 
As property prices increase, customer expectations will also rise, especially in the luxury market where customer service is a key component of the product value proposition. 
When selling a luxury product, the sales staff need to understand the nature of luxury customers. In most cases, luxury buyers have less time and high expectations when it comes to the service they receive. 
Therefore, it becomes crucial that the sales staff have a firm understanding of their product and give full attention to providing an excellent sales presentation while concisely answering all questions the luxury buyer may have. 
This makes the presentation and communication training of the staff very important in order to meet the expectations of luxury buyers.
Another example where service is an issue is during the transfer of ownership. 
Buyers are often severely frustrated because the units may not have been adequately checked prior to calling the customer, which results in multiple customer visits before handover. 
The root of the problem comes mainly from a breakdown in communication and coordination between the multiple points of contact on the developer’s side and the customer, which breaks down the continuity of the transaction process and results in multiple site visits.
The issue is magnified when the customer is an international investor and must plan a flight to Thailand specifically to take ownership of their new condo, only to find that it was just a call to come and check quality and that the unit is not yet ready for transfer. 
This is a waste of time and money for the buyer and has at times even led to them cancelling the contract on a great product simply because they have been so frustrated by poor service. 
It is important that developers show they value and appreciate their customers’ trust by providing excellent service and follow-through by focusing on ensuring that the customer has an exceptional experience from sales pitch through to product transfer. 
Making the customer feel valuable and taken care of after the point of sale is as much a competitive advantage as other features of the property, especially for the luxury market.