Is Your Client Experience Turning Toxic?

On this week’s episode of Taking Care of Business, Recruitment Director Kameron Hutchinson is joined by Cecilia Reinaldo, Chief Commercial Officer at Aldar Developments. Together, they dive into the power of personal branding in real estate, how agents are falling short when it comes to delivering a standout customer experience, and why accountability is a non-negotiable for long-term success.

From FMCG to Dubai Real Estate

Cecilia's background isn't your typical real estate story. With a history in marketing and FMCG, she brought a fresh perspective to the industry when she arrived in Dubai in 2002. She observed the immense potential in the market and eventually partnered to establish a brokerage.

The Essence of Success: It's All About the Feeling

For Cecilia, success isn't solely about titles or money. It's about building something that brings you joy. In real estate, she believes the key differentiator is the customer experience.

"I always tell the guys, if you can break into sales, you'll probably do very well in other industries as well. So I think that that's the base of dealing with people and relationship building is what makes you...successful."

She emphasises that while many companies excel at the transactional side such as listings, closing deals they now need to focus on the next level which is creating a memorable and positive experience for the client. It's about making them feel valued and understood.

The Pitfalls of a Transactional Approach

Kamerun and Cecilia agree that whilst many agents prioritise the deal over the relationship this can lead to a disconnect with clients, who are ultimately seeking a positive and reassuring experience during what can be a stressful process.

Elevating the Experience: It's in the Details

Cecilia argues that creating a memorable customer experience doesn't require extravagant spending, instead, it's about the small, thoughtful touches that demonstrate genuine care and attention.

She says “imagine an agent remembering a client's passing comment about their daughter finishing school and then acknowledging that milestone with a small, relevant gift on the day of the deal”. "It's just those small things, and you see that in the hospitality industry, people are going to also share when they have a bad experience."

The UAE: A Hub of Innovation and High Expectations

The conversation touches on the unique dynamics of the UAE market, which Cecilia describes as a "place of innovation" with a constant drive to improve. This creates a landscape where customers have high expectations and are increasingly discerning.

The Future of Real Estate: Focusing on the Human Connection

As the real estate market becomes increasingly saturated with agents, Cecilia believes that exceptional customer experience will be the key to standing out. She argues that while technology and efficiency are important, the human connection, the way an agent makes a client feel, will ultimately drive referrals and long-term success.

Whether you're a new agent breaking into the Dubai market or an experienced professional looking to sharpen your edge, this episode is packed with insights you won't want to miss.

For the full episode click the link below!

For those interested in joining Allsopp & Allsopp as an agent in the Dubai real estate market please reach out to Kam now.

For the full Taking Care Of Business podcast episode head to our YouTube channel